The F.
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How do we set up a complaints and grievance procedure for our beneficiaries?
We've never had a formal complaints process. If someone has an issue they usually just tell whoever they know in the organisation and it gets handled informally. That's mostly worked but we recently had a situation where a beneficiary felt their complaint wasn't taken seriously and it escalated unnecessarily. We want to put something formal […]
How should we approach performance management for our small staff team?
We have four staff members and I'm the ED. We do annual reviews but they always feel awkward and nothing really changes as a result. I write something up, we have a chat, everyone says things are fine, and we carry on exactly as before. I know this isn't good practice but I'm not sure […]
How do we set up a simple M&E system for a small CSO?
We collect loads of data — attendance registers, photos, feedback forms — but honestly none of it feeds into anything useful. When donor reports are due we kind of write up what we remember happening rather than drawing on solid data. I know we need a proper M&E system but everything I've read seems very […]
How do we communicate effectively with our stakeholders?
We do most of our communication through Facebook, Instagram and a monthly email newsletter. Our donors get formal reports every six months. But I feel like different groups need very different things from us and we're not really tailoring anything. Our beneficiaries for instance — a lot of them aren't on social media or don't […]
How do we manage conflicts of interest on our board?
We've got a situation where one of our board members runs a printing business and we regularly use that business for our publications and event materials. It's been going on for years and nobody ever raised it as an issue. Now we're trying to tighten up our governance and I'm wondering if we need to […]