WCS takes every complaint about a project or activity undertaken or sponsored by WCS seriously.  All grievances will be vetted, investigated, resolved and documented at the appropriate level.  All grievances related to sexual exploitation, abuse or harassment (SEAH) will use a survivor-centered and gender-responsive approach  WCS may involve relevant WCS staff as well as other subject matter experts, including external third parties, as warranted by the circumstances. In all cases, WCS will communicate the results of the investigation and the responsive actions to the complainant.

 

WCS endeavors to handle complaints promptly and in a fair, objective and transparent manner. This includes special considerations for the rights, safety, and well-being of survivors of suspected safeguarding violations consistent with the WCS policies including a survivor-centered and gender-responsive approach.  Grievance review and response typically includes the following steps:

 - Investigation: Investigating the grievance may include interviews with WCS personnel, witnesses and affected individuals (to the extent feasible and appropriate), reviewing relevant documentation and other materials, taking photographs, as well as other information-gathering to ascertain the factual basis of the complaint.  Claims determined to be false, frivolous or submitted with malicious intent will be dismissed and excluded from further consideration. 

 - Documentation: All grievances under the GRM will be documented and tracked. The results of the investigation and any recommendations for resolution or corrective action will be documented in writing.

 - Monitoring: If recommended in the investigation report, WCS will monitor the implementation of any remedial actions taken and document progress on implementation.  

 - Communication: Complainants will be notified that the grievance has been received, and a point of contact will be identified. At the conclusion of the investigation, the results of the investigation and responsive actions will be communicated to the complainant as appropriate in the circumstances.

 

 

Non-public, sensitive, and/or personally identifiable information disclosed in a grievance will be treated as confidential to the extent possible under the circumstances. In cases when reporting a grievance entails risks to the complainant, WCS will make every effort to respond in a way that protects people’s privacy and ensures the confidentiality of information provided, while allowing any confirmed wrong to be appropriately remedied. In certain circumstances WCS may be legally compelled to disclose information provided under the GRM. As the grievance system relies on dialogue and engagement to reach resolution, there is a risk that confidentiality may limit that process and complainants will be informed if that is the case. 

 

 

If a complainant is dissatisfied with the result of grievance resolution, the complainant may: 

1. Request an additional review of the grievance resolution by emailing safeguards@wcs.org   

2. The complainant may submit the grievance to the funding body, information on how to access funder independent redress mechanisms will be made available for each project.  WCS will cooperate with the findings of the independent redress mechanisms and issue remedial actions as appropriate.