AAP Operational Guidance
AAP Operational Guidance
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.
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.
Using Social Media in Community-Based Protection – A Guide
A practical resource that helps UNHCR colleagues and partners develop a Community-Based Protection (CBP) strategy that incorporates Social Media in a way that respects UNHCR’s Data Protection Policy and fulfils Persons of Concern’s rights. The aim is to mobilize and support sustainable digital structures that represent everyone in a given community and to develop appropriate protection responses on Social Media.
AAP Poster (A3)
Poster highlighting the four components in UNHCR’s AAP framework.
Tools
General
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
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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.
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.
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.
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.
Supporting Participation of Persons with Disabilities
Tips for better engagement with persons with disabilities.
Translations:
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.
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
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Overcoming barriers to communication
Recommendations for increasing positive interactions.
Source: UNHCR
Publication date: N/A
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Accessible communication for persons with disabilities
Tips for communicating with persons with disabilities.
Source: UNHCR
Publication date: N/A
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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
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Engaging with Communities through Whatsapp Trees
Guidance and tips for engaging with communities through Whatsapps trees.
Source: UNHCR
Publication date: April 2020
Download:
Communication Needs Assessment Tool
KoBo Tool contains over 100 questions that cover aspects from baseline demographic information to channel access.
Source: UNHCR - Innovations
Publication date: N/A
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Link (external)
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
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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
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PDF (180kb)
Using audio messaging
How to record Audio Messages.
Source: UNHCR - Innovations
Publication date: N/A
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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
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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
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Using TV screens, creating inclusive content
Guidance on using TV screens for people with disabilities.
Source: UNHCR
Publication date: N/A
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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
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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
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Information sharing App
A case study on an information sharing app in Israel.
Source: UNHCR - Innovations
Publication date: N/A
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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
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Boda Boda talk talk pocket guide
Basic set-up for BBTT (using loudspeakers and motorbikes for communication).
Source: UNHCR - Innovations
Publication date: N/A
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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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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
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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
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Example Information and Communication Needs Assessment Report
A report on the digital inclusion, communication needs and community practices of refugees, IDPs and stateless in West Africa.
Source: Regional Bureau for West and Central Africa, UNHCR
Publication date: January 2021
Download:
Translations:
FR (5.5MB)
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:
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
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Using Complaint Cards
Low literacy options for soliciting community feedback.
Source: UNHCR Jordan
Publication date: N/A
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Consultations on Feedback mechanisms
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
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Key considerations when establishing feedback mechanisms
List of key questions for context analysis.
Source: UNHCR
Publication date: N/A
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Feedback and Complaint Logbook Examples
Examples of feedback logbooks – outlining key information to record.
Source: UNHCR
Publication date: N/A
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PDF (140kb) Word (40kb) Excel (50kb)
Closing the feedback loop
Tips on how to close the feedback loop.
Source: UNHCR - Innovations
Publication date: N/A
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