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All Under One Roof

1.0 Introduction
2.0 Mainstreaming disability inclusion in the shelter and settlements programme cycle
3.0 Design Recommendations and material support
4.0 Considerations based on mode of delivery and forms of tenure
Annex 1 Guiding Frameworks
Annex 2 Terms and definitions
Annex 3 Acronyms and abbreviations
Case study library

2.6 Inclusive monitoring and feedback mechanisms

“Monitoring informs project revisions, verifies application of selection criteria and confirms whether aid is reaching the people most in need. Document any programme changes that result from monitoring and establish monitoring systems that involve and rely on affected people and key stakeholders…..Monitoring performed by the people affected by crisis themselves can enhance transparency and quality and encourage ownership of the information”. (Sphere Handbook 2018) 

An important part of building trust with communities is to ensure that actions are continually informed by their own needs and feedback. Inclusive monitoring and feedback mechanisms will contribute to communities being active participants in their own recovery. Ensuring people have a safe space to raise their voices, address and complain without fear is also an important tool in protection and safeguarding as well as part of our accountability to affected populations commitments as humanitarian actors.  

In some contexts, persons with disabilities may not be familiar with their rights or even with their rights within a service. For instance, persons with disabilities may not know they have the right to an accessible shelter or to accessibility in distribution points. This may lead to limited or no complaints/ feedback in regards to disability inclusion efforts that are not in place, but prevent or reduce persons with disabilities access to a given service. Therefore, it is important to ensure that persons with disabilities, their families and communities are aware about these rights through advocacy campaigns or awareness sessions. 

Make a clear commitment to including persons with disabilities and disability issues from the beginning of community discussions and all mechanisms should address disability inclusion and intersectionality. Identifying, monitoring and supporting the capacity of persons with disabilities is a key ingredient for reducing barriers and vulnerability. 

2.6.1 Include indicators for accessibility, participation and inclusion in sectoral action plans, and use these as an important starting point for monitoring of shelter and settlement activities.
2.6.2 Follow up and ensure persons with disabilities are involved in monitoring activities to find out how persons with disabilities access assistance, if the shelter and settlement support was appropriate and useful and whether it reduced risks. Where possible track the impact of reasonable accommodation measures and participation of OPDs, persons with disabilities in activities. Make adjustments as necessary, and document lessons learned.
Document and share good practice and lessons learned through relevant channels, including the Global Shelter Cluster.
2.6.3 Periodic monitoring should include disability in interviews and indicators, with relevant findings highlighted in the report and published in multiple accessible formats (oral, print, sign language, easy-to-read/ plain language etc).
2.6.4 Feedback, reporting and complaint mechanisms are an important component of accountability towards affected communities. They should ensure that persons with disabilities have equal opportunities to register opinions and concerns. Consult with communities themselves to understand what channels of communication they would find useful and usable.
2.6.5 Real-time monitoring should include accessible feedback, reporting and complaints mechanisms, and individual follow-up with support from organisations of persons with disabilities (OPDs) and volunteers.
2.6.6 Consult with OPDs and disability focal points on setting up a system for connecting information and reporting issues with accessing appropriate services.
2.6.7 In consultation with OPDs, review your monitoring and feedback mechanisms to make sure they are accessible to persons with disabilities.
2.6.8 Provide clear information in multiple accessible formats (oral, print, sign language, easy-to-read/plain language, etc) about how to lodge complaints about the programme, and the procedures for response and remedial actions. Be clear about the type of complaints you can and cannot deal with.
2.6.9 In line with CRPD Article 22, within any feedback and monitoring mechanisms ensure that “persons with disabilities can exercise the right to freedom of expression and opinion, including the freedom to seek, receive and impart information and ideas on an equal basis with others and through all forms of communication of their choice”
2.6.10 Be systematic in monitoring shelter and settlement accessibility. Categorise complaints related to barriers and disability. Involve OPDs and disability focal points in discussing alternative solutions and follow-up.
2.6.11 Make home visits or phone calls to collect feedback from persons with disabilities who are housebound or living in remote locations. Involve OPDs and community-based volunteers in the activities.
Consider the following about communication methods used to ask questions and lodge complaints:
  • Can feedback be given both verbally and in writing?
  • Is there a standard form available in an accessible format?
  • How will persons with disabilities who are isolated provide feedback, e.g., through home visits, by proxy or by using phones?
  • Can direct communication with persons with disabilities be ensured or maximised?
  • Can phone calls and text messages help reach more people?
2.6.12 Include women and men with disabilities in monitoring teams. Make sure that women, girls, boys and men of different ages and with different types of disabilities are interviewed individually and participate in focus groups.
2.6.13 Highlight disability issues in any reports, and organise community meetings where persons with disabilities take part to discuss the findings. Ensure all reports are in accessible formats.
Questionnaires submitted at the beginning and end of the any community-based processes can be a tool for measuring if there has been a change in community attitudes towards disability.
2.6.14 Monitoring and feedback should help programme managers to adapt and improve emergency shelter and settlement activities. Be willing to expand or complement your response when new barriers are identified. Consider small cash for work activities or community labour activities to increase the accessibility of shelter and settlements, especially in situations where the safety of persons with disabilities is at stake.
Useful references to guide your monitoring and evaluation activities include:
  • IASC Guidelines for Inclusion of Persons with Disabilities Annex 6 for disability inclusive evaluation criteria
  • IASC Common Monitoring and Evaluation Framework for Mental Health and Psychosocial Support in Emergency Settings
  • IRC Monitoring, Evaluation, Accountability and Learning (MEAL) Handbook