Strengthening Complaint and Response Mechanisms in schools through community performances
Children from refugee communities face numerous challenges, yet, they are not aware of ways of addressing their concerns.
The Lutheran World Federation (LWF) provides humanitarian assistance and development interventions to communities within Kakuma Refugee Camp.
To ensure the success of our programs, LWF has embarked on strengthening community participation and transparency in the implementation processes.
LWF uses the Complaint and Response Mechanism (CRM) to improve the quality of services given to individuals within the camp.
CRM promotes the right channel of communication urging communities to give feedback to the organization on services provided and other suggestions.
CRM awareness campaign enhances feedback systems such as suggestion boxes in schools and the use of toll-free number.
Suggestion boxes allow individuals to give feedback on services to the organization. Feedback is beneficial for the improvement of the services provided. It is a chance for the communities we serve to communicate back to the organization
The use of community theatres to strengthen CRM is crucial. Theatre performances enable swift delivery of messages targeting both primary schools and pre-primary school learners.
“For a long period, we did not know the importance of suggestion boxes in school, right now we are very aware, from today going forward we will make use of it,” says Ajulu Akwara, class 7 pupil at Angelina Jolie primary school.
Ajulu is one of the learners who was in attendance during the CRM awareness held in Kakuma Refugee Camp. She now understands the importance of giving feedback as a way of improving access to inclusive education.
Poor complaint reporting mechanism might lead to misunderstanding of learners concerns in schools.
“Community theatre has demonstrated to the learners the right ways of sharing their concerns with the teachers and organization,” says Brian Okoth Odhiambo a teacher at Fuji primary schools.
LWF continues to promote and encourage community participation through CRM.
Story & Photo by Klaus Tongoren/ LWF
