Mega-Scale Support Project for Emergency Cash Transfer (ECT) Program in Yemen
Our team carried out a mega-scale Support Project for Emergency Cash Transfer (ECT) Program in Yemen. This project has been launched by key donors to deliver emergency safety net support to Social Welfare Fund (SWF) beneficiaries. The program, which consists of two payment processes, took place in the 22 Yemeni governorates in the 333 districts. In this program we provided support for around 1.5 million beneficiaries in each Payment Process (total 3 million); we provided direct operational support to beneficiaries during the Payment Process as well as the Grievance and Redressal (G&R) process. Our responsibilities included:
– Developed a communication plan and protocol to clarify, amongst other things, the responsibilities for each party involved in this program; coordination and communication among parties participating in the program (i.e., Client, Payment Agency, Field Facilitation Organization, Apex Consulting (the Beneficiary Support (BS) and Grievance & Redressal (GR) Organization), Third Party Monitoring (TPM) Organization, and the Technical and Administrative Support Organization (TAS)). The plan also addressed when each service provider was expected to commence its respective work including fieldwork. The communication plan and protocol was the roadmap for the engagement management and activity coherence of the ECT program.
– Established BS&GR sites strategically located close to payment sites to allow beneficiaries ease of access to the payment site while limiting the risk of disruption at the sites; equipped the sites with laptops with the offline software and beneficiary list, paper-based Grievance Forms, stationery, and materials.
– In addition to the BS&GR sites, established a 24-hour call center aimed at providing ECTP beneficiaries with an avenue to register grievances or any other complaints related to the quality of service provided.
– Informed the ECT beneficiaries of the program rules, rights, obligations and various mechanisms in place for project implementation including the procedures for verification of eligibility, updates, and registering grievances including the type of grievances anticipated, the procedures to manage the cases presented and the protocols to solve them.
– Verified the eligibility of ECT beneficiaries to receive the cash benefit in compliance with the procedures stipulated in the BS&GR technical manual.
– Updated of beneficiary information limited to current address (from Governorate to Village/Locality), phone number, presented ID number and type.
– Received grievances and applied recommended protocols for their resolution and answered any questions or clarification of doubts to beneficiaries and non-beneficiaries that might arise during project implementation.
– Ensure uniformity of the process throughout the districts where the project was being implemented.
In each payment process:
– We hired more than 2,000 officers, screeners, call center agents, and supervisors.
– We were responsible for setting up (and managing) fixed and mobile BS & GR sites in all of the 333 districts.
– We made sure that all equipment, materials, and logistics needed for the Beneficiary Support and Grievance Redressal fieldwork were obtainable in time. This included, but not limited to:
o Laptops and tablets (more than 1200 laptops), printers, stationary, etc.
o Call center equipment needed for the G&R
o Printing all tools and manuals needed for the fieldwork
o Arranged logistics including transportation and accommodation
- Client UNICEF
- Date October 1, 2017
- Tags Public Sector, Program Management