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Monitor WASH response quality
Analyse results of partners’ quality monitoring mechanism
Before or during the implementation phase, the coordination platform must have agreed with the partners the WASH quality assurance system, and the modalities and tools of quality monitoring. With or without the support of the coordination platform, most partners do monitor the quality of their response, with tools ranging from simple field visits done by the project manager to a full feedback and complaints mechanism. Based on the quality assurance system set up, partners must communicate transparently results of their quality monitoring to the coordination platform, who can compile results and provide consolidated analysis of the response quality.
Monitor partners response quality
Coordination platform can also directly monitor partners response quality. While self-reported indicators of service-level can be derived from a 5W matrix, this is an inadequate measure if taken alone and other tools must be used by coordination team, such as ad hoc or planned field visit and discussion with beneficiaries. To avoid creating tension with the partners, this monitoring modality should be clearly mentioned in the quality assurance system part of the SOF, and visits should be planned with partners.
UNICEF Humanitarian Performance Monitoring Toolkit contains useful examples and approaches, notably to quality monitoring, and can be found on line.
Monitor relevant response modalities
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The quality of WASH services that are provided to the affected population must meet minimum standards agreed among partners. Partners can either refer to national standards or to the Sphere standards, depending on the context. The quality of the WASH services embraces four main areas: relevance, quantity, reliability and safety (see figure hereunder);
