0:08

NISHAMANI DE SILVA: MAG International has established a safeguarding framework to run the safeguarding programmes as smoothly. And as Mag International Sri Lanka, we have recruited a particular department for safeguarding and to govern the concerns, complaints, and feedbacks coming under safeguarding issues. So after recruiting the department, we have set up the reporting framework, reporting procedures, on how to report. And then two particular departments for handling problematic issues, concerns, and feedbacks. And then the other hand, another committee, a conduct committee, for governing and handling the issues, complaints, and feedbacks under conduct and behavioural issues. So we are basically running two committees named as conduct and programming committees for govern and taken up the process of feedbacks, complaints, and concerns.

1:26

PAULAMI DE SARKAR: So, in TDH, we have safeguarding focal points identified in each and every level, from intervention site to national level and also to regional level. So basically, it emphasises organisations commitment to make safeguarding accessible to the communities. So TDH encourages them to set up community-based feedback and response mechanism in each intervention site. This also gives the community an opportunity to report any feedback or concern. And this structure is not hierarchical, so there are several entry points where concern or suspicion can be reported. And these several entry points are to basically to build the confidence in the reporting system. Anyone can directly report any concern, so there’ll be some response mechanism managed at the headquarter.

2:21

And it is the obligation of each employee to report any concern or suspicion. The system also guarantees confidentiality, protection against reprisal, safety to the victims’ and victims’ families, and also emergency assistance to the service.

2:37

ANGELINE FADZAI MANYONGA: The whole clan is also there so that those people who can’t access their email or who did not have a time, let’s to say to call, it’s all free, always there, and someone can always call and then you can talk to them, or someone can call you back.

2:53

WINDRED MUNDIA: I and the relationship managers hold monthly calls with our current recipients and it’s during this call that any safeguarding issues identified are raised with us. Secondly, we have an online form that can be found on our website that allows one to report any security concerns. One can choose to remain anonymous or can provide the details. The challenge with remaining anonymous, it is usually very difficult to follow up with clarification questions and also to report back once the issue has been addressed. The information on this form goes to the safeguarding lead, who is the chief operating officer at QCT.

3:39

However, if one does not wish the information to go to the COO, there is an option where the information can go to the trustees.

3:49

CLARENCE JESUTHASAN: The easy and friendly reporting mechanism has to be in place, and that has to be supported by proper case management tracking. So, here in Sri Lanka, we follow that case management tracking sheet, which is where we log the cases, and we monitor what to do and what not to do. And it ends with the accountability practices where we report back to the complainant what is the status of the case we manage.

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