Take Action
- Develop a high-risk referral pathway: A referral pathway is required to equip frontline communicators with the knowledge and information to appropriately respond to clients which present acute protection needs and/ or when a client requires a specialist response. Specialized protection teams may expand this to provide an expanded set of referrals, but at a minimum, all responsive information services should identify referral pathways for clients who disclose or show signs of gender-based violence, abuse, trafficking, suicide risk, health emergencies, and child neglect.
- Adapt data collection and tracking tools for documenting two-way communication with clients and assessing trends in information requests: A standard data collection tool can be used to guide frontline communicators through providing information services to crisis-affected populations and to track individual communications for follow-up in providing information. Collecting this data is crucial to inform an iterative information-production strategy that is continually informed by the needs of the community. Data collected using this tool should be recorded in a secure online tracker (eg. Excel tracker) to facilitate with data analysis for monitoring and evaluation indicators that track your program’s reach, responsiveness, and the topics of information requested by clients.
> See Module 3.4.1 Monitor Two-Way Communications for more on how data collection on engagement with clients informs monitoring and evaluation.
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- Tool 26. High-Risk Escalation and Referral Pathway Template
- Tool 27. Two-Way Communication Data Collection Form Template
- Tool 28. Two-way Communication Data Tracker and Dashboard
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