Project period: 2016 to 2019
As part of this project, women's shelter coordination developed recommendations for complaint management in refugee accommodations.
Complaints systems give refugees the opportunity to express their needs and concerns, thus strengthening the basic rights of residents. This contributes to raising standards in shelters and improving violence protection. The goal is to structurally embed such systems as part of the violence protection concept.
In addition to further developing the provider's internal complaint management system, the project aimed to provide impetus for the implementation of external, independent complaint structures at the model locations. This drew on experiences in Berlin, Brandenburg, and North Rhine-Westphalia.
At four locations across Germany, local staff developed complaint systems and implemented them together with residents. The developments at each location were documented. Based on these experiences, the manual "Complaints procedures for refugees in accommodation facilities. Recommendations and materials for implementationThis contains numerous working materials for practice and was presented to the public at a specialist event presented in May 2019.
The project, led by Gloria Goldner, was funded by the German Television Lottery and was completed in May 2019.
The materials developed remain freely available.
Publication
Manual (complete): Complaints procedures for refugees in accommodation facilities. Recommendations and materials for implementation
The handout contains two parts. You can download the individual materials separately here. Some materials can also be completed on a computer:
4. From practice for practice: Introducing complaint management material
4.1 Checklist for the introduction of complaint management in accommodation for refugees (fillable)
4.2 Pictogram “Complaint”: Stickers and posters DIN A4
4.3 Sample 10-column, eight-language information flyer “What is a complaint?” for residents
4.4 Complaint form (fillable)
4.5 Complaint documentation form (fillable)
4.6 Sample: Consent to the processing of data in the complaint procedure
4.9 Questionnaire for evaluating complaint management
6. From practice for practice: Material Implementing a complaint-friendly culture
6.1 Mission statement in complaint management
6.2 Developing core values in the team
6.3 Resident survey in complaint management (fillable)
6.4 List of leadership behavior in complaint management (fillable)
6.5 List of employee behavior in complaint management (fillable)
The following federal associations are members of the Women’s Shelter Coordination Association
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