AAP Operational Guidance

A toolkit by UNHCR

As an organisation, UNHCR is committed to institutionalising a culture of AAP beyond concepts to an effective means of measuring overall protection outcomes of multi-sectoral interventions.

Being accountable to affected people is to ensure that our responses include continuous and meaningful engagement with persons of concern, understand their needs and protection risks, build on their capacities and reflect their perspectives and priorities.

AAP is not a new or additional area of responsibility; it is achieved daily through mainstreaming into protection and assistance delivery, establishing clear lines of accountability and performance management. The Operational Guidance on Accountability to Affected People, alongside the Compact Guide for Senior Managers and related tools will provide staff and Managers with practical methods for the operationalisation of UNHCR’s accountability commitments.

UNHCR’s Accountability to Affected People (AAP) is outlined in Core Action 2 to 5 of the update Age, Gender and Diversity Policy (March 2018):

  • Participation and Inclusion (Core Action 2)
  • Communication and Transparency (Core Action 3)
  • Feedback and Response (Core Action 4) and
  • Organizational Learning and Adaptation (Core Action 5)

Operational Guidance on Accountability to Affected People (AAP)

The Operational Guidance on AAP (UNHCR/OG/2020/02) details the objectives of each AAP area of focus as outlined in UNHCR’s AAP Framework (core actions 2-5 of the 2018 Age, Gender and Diversity Policy). It outlines key elements of each area. It is accompanied by recommended implementation steps, and tools that can be contextually adapted to implement what is introduced in this guidance.

Source:
UNHCR
Publication date:
September 2020
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Compact Guidance for Senior Managers: Accountability to Affected People (AAP)

This Compact Guidance for Senior Managers details the definition and objectives of the four components in UNHCR’s AAP framework, outlining the key elements of each. It recommends steps for implementation and adaptable tools to apply the concepts introduced.

Source:
UNHCR
Publication date:
September 2020
Download:

AAP Poster (A3)

Poster highlighting the four components in UNHCR’s AAP framework.

Source:
UNHCR
Publication date:
September 2020
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Quick AAP Self-Assessment

The Quick AAP Self-Assessment tool will help operations identify areas of strength or gaps and enable operations to determine AAP priorities and actions.

Source:
UNHCR
Publication date:
N/A

Examples of Remote Community Engagement (East Africa)

This document provides some examples and emerging practices of remote community engagement from East and Horn of Africa and Great Lakes Region.

Source:
UNHCR – RB East and Horn of Africa and Great Lakes
Publication date:
April 2020
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Examples of Remote Community Engagement (Americas)

This document provides some examples and emerging practices of remote community engagement from the Americas.

Source:
UNHCR – RB Americas
Publication date:
March 2020
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Participation and Inclusion

Community Mapping Guide

Using this tool will support operations to better understand the trusted structures that exist in the community and their levels of influence.

Source:
UNHCR
Publication date:
N/A

Supporting Participation of Persons with Disabilities

Tips for better engagement with persons with disabilities.

Source:
UNHCR
Publication date:
N/A
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Listen and Learn: Participatory Assessment with Children and Adolescents

Specific considerations for participatory assessments and consultations with younger children including children and adolescents with disabilities.

Source:
UNHCR
Publication date:
July 2012
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Communication and Transparency

Menu of AAP questions for needs assessment

IASC-REACH menu of questions that can be used with different types of data collection methods including household and community level interviews and focus group discussions in the design and adaptation of communication strategies, inter-agency feedback mechanisms and participation strategies.

Source:
IASC and REACH
Publication date:
June 2018
Download:

Communication Needs Assessment Tool

KoBo Tool that contains over 100 questions that cover aspects from baseline demographic information to channel access.

Source:
UNHCR - Innovations
Publication date:
N/A
Download:

Communications Mapping

This tool will support operations to consider the existing communication channels in the environment. In addition, to assess which programme information is most relevant to the different groups, the best way to communicate it, any existing barriers to information access and how barriers can be overcome.

Source:
UNHCR
Publication date:
N/A

Communication Needs Checklist

Checklist of areas to cover in learning what influences relevance, consumption and impact of information and the channels used for communication, feedback and response.

Source:
UNHCR
Publication date:
N/A

Overcoming barriers to communication

Recommendations for increasing positive interactions.

Source:
UNHCR
Publication date:
N/A
Download:

Sample Communication plan

Template to help document the communications plan to be used during the implementation stage of the programme.

Source:
UNHCR
Publication date:
N/A

Accessible communication for persons with disabilities

Tips for communicating with persons with disabilities.

Source:
UNHCR
Publication date:
N/A
Download:

Using audio messaging

How to for recording Audio Messages.

Source:
UNHCR - Innovations
Publication date:
N/A
Download:

10 things to consider before rolling out two-way SMS

A list of the top ten things to consider before embarking on the journey of setting up a two-way SMS system.

Source:
UNHCR - Innovations
Publication date:
N/A
Download:

Set up two-way SMS in 2 minutes

The resourcing and business process required to set-up SMS; things to consider before rolling out two-way SMS; and considerations for mobile phone distributions. Also includes a how to for videos.

Source:
UNHCR - Innovations
Publication date:
N/A
Download:

Engaging with Communities through Whatsapp Trees

Guidance and tips for engaging with communities through Whatsapps trees.

Source:
UNHCR
Publication date:
April 2020
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Radio for Communicating with Communities

Considerations for using radio stations (including guidance on listening)

Source:
UNHCR - Innovations
Publication date:
N/A
Download:

Using TV screens, creating inclusive content

Guidance on using TV screens for people with disabilities.

Source:
UNHCR
Publication date:
N/A
Download:

Boda Boda talk talk pocket guide

Basic set-up for BBTT (using loudspeakers and motorbikes for communication).

Source:
UNHCR - Innovations
Publication date:
N/A
Download:

Chatbots in humanitarian settings

A case study on the use of Chatbots in Jordan, including recommendations on the application of Chatbots.

Source:
UNHCR - Innovations
Publication date:
N/A
Download:

Call Centres: Lessons Learned

A case study from a call centre in Yemen, including lessons learned.

Source:
UNHCR - Innovations
Publication date:
October 2016
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Communication by refugees, for refugees, in Angola

A case study on community-led engagement in Angola.

Source:
UNHCR - Innovations
Publication date:
N/A
Download:

Use of information hotline

A case study on the use of a free hotline providing information to refugees in Niger.

Source:
UNHCR - Innovations
Publication date:
N/A
Download:

Information sharing App

A case study on an information sharing app in Israel.

Source:
UNHCR - Innovations
Publication date:
N/A
Download:

Example Standard Operating Procedures Communication with Community Working Group

SOPs from the Communication with Community Working Group in Cox's Bazar, Bangladesh for the Information Hub and Information Service Centre.

Source:
UNHCR Bangladesh
Publication date:
March 2019
Download:

10 tips for using social media

10 top tips for using social media to minimize the sharing of misinformation.

Source:
UNHCR
Publication date:
N/A
Download:

Feedback and Response

Menu of AAP questions for needs assessment

IASC-REACH menu of questions that can be used with different types of data collection methods including household and community level interviews and focus group discussions in the design and adaptation of communication strategies, inter-agency feedback mechanisms and participation strategies.

Source:
IASC and REACH
Publication date:
June 2018
Download:

Key considerations when establishing feedback mechanisms

List of key questions for context analysis.

Source:
UNHCR
Publication date:
N/A
Download:

10 steps to setting up an effective feedback mechanism

10 key steps to setting up an effective feedback mechanism based on experience.

Source:
UNHCR - Innovations
Publication date:
February 2017
Download:

Feedback and Complaint Logbook Examples

Examples of feedback logbooks – outlining key information to record.

Source:
UNHCR
Publication date:
N/A

Using Complaint Cards

Low literacy options for soliciting community feedback.

Source:
UNHCR Jordan
Publication date:
N/A
Download:

Closing the feedback loop

Tips on how to close the feedback loop.

Source:
UNHCR - Innovations
Publication date:
N/A
Download:

Consultations on Feedback mechanisms

An example from Jordan on using the participatory assessment for consultation on feedback mechanisms.

Source:
UNHCR Jordan
Publication date:
N/A
Download: