Country: Lebanon

Using the right people to answer complaints

Feedback collected through the hotline became a key source of information in deciding and how and where the cash transfer programme needed to be improved. When the Lebanese Red Cross set up a feedback and complaints mechanism to answer questions from Syrian refugees about a cash transfer programme, they decided to use Emergency Medical Service (EMS) volunteers to answer calls. Supported by the British Red Cross, the National Society trained existing EMS volunteers in complaints handling and procedures, believing their experience on the ambulance service had set them up with the right people skills to handle questions and complaints...

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About the IFRC
The International Federation of Red Cross and Red Crescent Societies is the world's largest humanitarian network and is guided by seven Fundamental Principles: Humanity, impartiality, neutrality, independence, voluntary service, universality and unity.