Skip to main content
RSSN Americas logoRSSN Americas logo

Lessons learned

USING A PHASED APPROACH

At the beginning it was more effective to concentrate the use of precious human and financial resources on the capacity and quality of a few services, rather than trying to involve all the actors and services available in a particular geographic zone. This allows for a quicker roll out of the project, evaluation, and planning for next phases.

CROSS-BORDER COORDINATION

Depending on the wishes of survivors, children at risk, and other vulnerable people, services should be made readily available across borders in accordance with agreed standards. Coordinated RSSN discussions around multi-country case management and referral pathways should consider the availability and quality of services within and across borders when applicable.

AVAILABILITY OF AN ESSENTIAL PACKAGE OF SERVICES TO SURVIVORS, CHILDREN AT RISK, AND OTHER VULNERABLE PEOPLE

In order to provide survivors, children at risk, and other vulnerable populations with information as part of the SGBV/Child Protection Case Management (hereinafter “SGBV/CP CM”) process, capacity building for case managers should include compiled information on available services along common transit routes across countries. When a necessary service is not along the transit route, the case manager should be prepared with information on a location providing that service. To provide the same standards to all people in need, members of the network are trained on the implementation of the agreed standards and tools, which are in line with UNHCR and IASC protection principles.

COMPLAINT AND FEEDBACK MECHANISMS

Forced displacement exposes refugees and people on the move to serious protection and exploitation related risks. Agencies and service providers in the NCA, Venezuela and neighboring countries have identified that the heightened risk of sexual exploitation and abuse for women, girls, boys and LGBTI people are due to increasing vulnerabilities, and the limitations in accessing services and assistance. Safe spaces providing services in border areas and along the displacement cycle should exercise particular caution to ensure the accessibility of complaint and feedback mechanisms for all individuals in accordance with the AGD approach.

SGBV/CHILD PROTECTION CASE MANAGEMENT (SGBV/CP CM) VS. SERVICE PROVISION

Continue to emphasize SGBV/CP CM as distinct from specific service provisions. SGBV/CP CM is a collaborative and structured method for providing help to survivors of SGBV, children at risk and vulnerable people from diverse backgrounds. It involves an organization taking the responsibility to ensure that the affected individuals are informed of all options available to them and that protection risks and issues are identified and followed up in a coordinated manner by relevant actors and service providers. Effective CM and service provision will involve the development and implementation of inter-agency SOPs and referral pathways.

SGBV/CP INFORMATION MANAGEMENT (SGBV/CP IM)

Continue to emphasize SGBV/CP CM as a distinct process from SGBV/CP IM although the two are interrelated. SGBV/CP CM involves actual protection delivery and service provision while IM is the process of documenting the information and interventions related to the case to track progress and facilitate follow up between UNHCR, partners, civil society organizations, faith-based organizations, government institutions and communities. Effective CM and IM will involve the development of inter-agency referrals and information sharing protocols as well as capacity building interventions.

SGBV/CP CM & IM CAPACITY BUILDING

These related concepts and tools outlined below need to be included in any capacity building dedicated to SGBV/CP CM and IM (including proGres v4 SGBV14 and CP modules):

  • Age, gender and diversity approach;
  • Survivor-Centred approach;
  • The Child’s Best Interests Principle;
  • Informed Consent of the survivor/other person of concern;  informed assent for children;
  • Confidentiality of information;
  • Data Protection Measures;
  • SGBV/CP IM tools;
  • RSSN Toolkit;
  • Inter-Agency coordination.

SELF-CARE

Be sure to emphasize the importance of consistently implementing self-care in interventions offering strategies and tools to staff through capacity building and learning events.

USER ACCESS RIGHTS TO PROGRES V4 SGBV AND CP MODULES

These are granted after approval from the ranking Protection Officer in an operation in accordance with the Standard Operating Procedures (SOPs). Only the SGBV/CP case worker opening the case and their supervisor/case manager will be able to view the protection case record. System restrictions for SGBV and CP module must be considered when granting user access rights.

LANGUAGE OF TRAINING

If resources allow, simultaneous interpretation of any training event is important in the Americas to ensure full participation of RSSN members coming from different sub-regions (English, Spanish, and Portuguese). Some training sessions may need to include English phrases and translations to better correlate the training session with the tools to be used in practice. For example, although proGres v4 is being translated, UNHCR and RSSN members currently using the system will require information in English to effectively navigate and utilize the existing proGres modules until the Spanish translation is complete. During face-to-face sessions simultaneous interpretation is offered to facilitate discussions. Translations of training modules are also prioritized.