ZOA’s Integrity Framework

from Annual Report 2022

Governance

ZOA wants its core values to drive the organisational culture and feed consistency and transparency in the way programmes and activities are implemented. We realise that in the interaction with our key stakeholders, daily practice comes with all kinds of challenges and complications that put pressure on applying these value commitments and principles. Therefore, more specific measures are needed for promoting good behaviour in accordance with the value commitments, and for regulating adequate response in case undesirable behaviour occurs or is suspected. The ZOA Integrity Framework has been developed for that purpose.

The ZOA Integrity Framework comprises three pillars: the ZOA Code of Conduct, procedures on how to report a complaint, and procedures for addressing complaints received. All staff, as well as others acting on behalf of ZOA, must sign the Code of Conduct for compliance. ZOA staff participates in mandatory training sessions on the content and application of the Integrity Framework. The Integrity Coordinator in each ZOA country programme guides the effective implementation of the Integrity Framework and coordinates the complaints handling process.

Each country has a female and a male Code of Conduct person available to advise staff on how to proceed with complaints. An independent external advisor is also available to ZOA staff.

Options for confidentially reporting complaints are crucial. ZOA offers various options to project participants, ZOA staff, and other stakeholders for reporting grievances and complaints at different levels within ZOA. For instance, they can report complaints verbally to staff, via a telephone line or through an e-mail address. Per country, additional options may be offered, identified as being appropriate in the local context. ZOA staff have a duty to report violations of the Code of Conduct.

Integrity complaints in 2022

The total number of integrity complaints received in 2022 was 22, reported by ZOA staff, project participants and other stakeholders. All cases were investigated and are closed. One appeal was received related to an earlier case. This was still under investigation at the end of the year.

CATEGORY NUMBER REPORTED NATURE OUTCOME OF REPORT HANDLING

Interpersonal 7 Verbal harassment; culturally inappropriate behaviour.

More than just relief

Cases were handled by both country teams and ZOA headquarters. In some cases, relations were normalised. Staff involved in the other cases either resigned or were dismissed.

“It's a miracle that you survived this,” Yuliia heard a Russian soldier say when she carefully stepped out of her home. On March 7, 2022, five mortars hit the house near Chernihiv, Ukraine, where Yuliia cared for her sick mother.

Abuse of power and position 1 Conflict of interest with civil society organisations.

Financial / material 14 Suspected fraud, such as unclear payments, misuse of cash voucher cards, unjustified fees requested, theft, manipulation of participant lists.

The case was found ungrounded and appeared to be based on misinformation.

Most cases were investigated by country teams with active support from ZOA headquarters. One case was investigated by ZOA headquarters. In six cases, some form of fraud was found.

ZOA continues to invest in the application of the Integrity Framework by training and communication to promote and sustain a culture where all staff and project participants are safe from any abuse of power.

After the Russians departed, Yuliia and her ailing mother were left with a completely destroyed house. ZOA helped them repair the house in time for winter, equipping it with new windows and radiators. “We could never have done this alone,” says Yuliia. From the repaired house, Yuliia can now teach online classes and earn an income again.

Unfortunately, Yuliia’s mother passed away. “But we were able to say goodbye in her house. That was her wish. This would not have been possible without ZOA's help. You don't just give us material help or money, you give us hope. Your relief gives us belief. And that gives us strength to keep going.”