ZOA’s Integrity Framework

ZOA’s Integrity Framework describes the Code of Conduct, the variety in options for reporting, and the procedure for handling complaints and grievances which cannot be solved informally.

All ZOA staff, as well as others acting on behalf of ZOA, must sign for compliance to the Code of Conduct. Staff participates in mandatory training sessions on the content and application of the Integrity Framework. In 2020, additional tools and materials were developed, such as on-line training modules for staff and communication materials to inform beneficiaries.

ZOA offers numerous options for reporting grievances at various levels within ZOA as well as externally - independent of ZOA. Complainants can decide which route is most suitable for them, depending on their situation and the nature of the grievance.

The Integrity Coordinator in each ZOA country programme guides the effective implementation of the Integrity Framework and coordinates the process of handling complaints. Each country has both a female and a male Code of Conduct liaison available to support staff and beneficiaries in case they are unsure how to proceed with their concerns. In 2020, these liaisons received training in providing psychological first aid. An independent external advisor is available for ZOA staff.

Integrity notifications in 2020

The total number of integrity cases in 2020 was 39, of which 24 were reported at country level and 15 at ZOA The Netherlands level. 37 cases have been closed; 2 cases are still under investigation. No appeal cases have been made.

CATEGORY OF BREACHES NUMBER REPORTED NATURE OF BREACH OUTCOME OF REPORT HANDLING

Interpersonal 20 Sexual and verbal harassment; power abuse; culturally inappropriate behaviour. (This also includes notifications received from partner organisations.)

Abuse of power and position

Financial / material 7 Unauthorised signing of letters on behalf of ZOA; irregularities around bidding processes; possible links to unreliable local organisation; conflict of interest.

12 Suspected fraud (also with partners); non-payment of volunteers; non-delivery of beneficiary goods; procurement issues; misuse of inflated prices; internet scam; theft. 16 cases were handled at country level and 4 cases were handled at ZOA Netherlands. Staff involved either resigned, were dismissed, or received an official warning. 6 cases were declared ungrounded.

Cases were handled at country level. If appropriate, staff involved received an official warning.

Cases, except one, were handled at country level. If appropriate, staff involved either received an official warning or were dismissed.

Conclusion and developments

The number of reported cases grew significantly in 2020. This is primarily due to the new reporting system and to several trainings performed throughout the year. Due to the increased number of options, it became easier to report issues. Perhaps this is the reason a number of cases were found to be ungrounded and based on misinformation.

Clearly standards for safe, confidential options for staff and beneficiaries to report suspected integrity breaches are crucial to creating a safe working environment. Our continuous focus on ZOA’s Integrity Framework training and communication addresses this need.