Accountability instills life-changing impact among humanitarians serving displaced Ukrainians

“When we see positive feedback being shared by the internally displaced in Ukraine or the refugees in Moldova, we feel very proud. But critical feedback is also important because that encourages and challenges us to improve our work”, says Accountability Coordinator Tetiana Pershyna.

World Vision’s commitment to accountability is rooted in our Core Values - we are Christian, committed to the poor, stewards, partners, responsive and value people. We recognize that we need to earn the trust of all our stakeholders, being good stewards of donor resources, mutually accountable to our partners and, most importantly, responsive to the voices of vulnerable children and communities.

Monitoring and Evaluation Coordinator Elena Ciorba shares, “In Moldova, we receive at least forty calls and messages per day. For October 2023, there were five hundred requests. We do our best to respond and explain as we are fully aware how desperate many of the refugees about their situation and needs.”

Being accountable transparent about World Vision’s humanitarian operations is essential for building trust and enabling our stakeholders to hold us to account. Feedback and complaints are encouraged and welcomed so that we can be more effective and ensure the safety of everyone whose lives we impact.

Pershyna adds, “As humanitarians, it is important for us to listen. We reach out, help find solutions through those feedbacks, and give people hope.” For the month of December 2023, World Vision’s Ukraine operations received close to 2,000 requests and feedback messages, at least seventy percent are appeals for assistance, and information about the projects that can support them.

There was a higher trend last 2023 of people appreciating the relief assistance, at least 73 percent, they received through World Vision’s implementing partners on the ground. The hotline call-ins get the bulk among the channels, followed by in-person requests and surveys.

“We noticed significant changes in the children's behavior. Children do not use swear words anymore, they treat each other and their mentors with respect, and have become more open, friendly”, one feedback sent to World Vision’s partner Arms of Mercy, referring to the impact of child-friendly space activities in Chernivtsi.

As humanitarians, it is important for us to listen. We reach out, help find solutions through those feedbacks, and give people hope.

“The parents thanked the organizers of the day care center’s activities because the children come home happy, joyful, with good positive emotions. Parents also noticed that the activities of the children's center contribute to the good upbringing of their children”, the feedback further added.

The messages from children are among the most inspiring – as they mirror how the child protection activities are helping them with their mental health and overall well-being. They not only inspire the humanitarians designing and managing the activities, but also changes their perspectives in life for the better.

“I would not want the project to end, we have a good time with you, I even tell my parents at home about the games we play and how my mood improves after meeting with you”, says a 7-year-old girl from Mykolayivka, in Donetsk region. One girl in Ternivka, Dnipropetrovska Oblast adds, “These are the happiest five days of my life."

“As mothers ourselves, we are always touched and get emotional to read and listen to these messages. They can be our children or family members. As much as we can, we do our job patiently and honestly, knowing that these refugees, especially the children, are in such a difficult situation”, explains Hotline Assistant Tatiana Enii.

In Mykolaiv, some messages were very profuse in their appreciation of the ADH-funded project team, "I want to thank the Mykolaiv team for their efficiency and responsiveness. They help people who are not able to walk. They helped a pensioner with a disability and could not come to the registration point.”

One internally displaced also added, “Many thanks to the team that registered us. They worked very smoothly, were very responsive, and explained everything. I have an old grandmother, and they helped her a lot.”

World Vision’s response is focused on programs addressing mental health, child protection, education in emergencies, livelihoods, cash assistance and winterization. As of December 2023, the response has reached over 1.5 million people who were displaced in Ukraine and fled as refugees in Romania, Moldova and Georgia.

By Cecil Laguardia, Communications Director