Accountability
Support delivered with care, decisions explained and resources used responsibly
When a refugee or migrant asks us for help, they often trust us with personal information, concerns and important decisions affecting their family. We have a responsibility to honour that trust in how we provide support, handle information and respond when something goes wrong.
At JRS Romania, we are accountable to the people we support, the communities where we work, our colleagues, partners and donors. This responsibility covers the results of our programmes, our conduct and the way we use the resources entrusted to us.
People have the right to understand the support available and participate in decisions that affect them
Refugees, migrants and other vulnerable people we work with must be able to understand what support is available, the conditions for receiving it and its limitations. We are committed to explaining these matters clearly and answering questions, including when we cannot meet a particular need.
Participation also means being able to ask questions, express disagreement or suggest changes. The experiences of people who use our services inform decisions about how those services are organised and improved.
Protecting people from abuse is the responsibility of everyone who represents us
People who turn to JRS must be treated with respect and protected from behaviour that could put them at risk. We pay particular attention to the safety of children and adults in vulnerable situations, including in their interactions with our staff, volunteers and others working with us.
Our Code of Conduct and safeguarding policies set out expected behaviour, the duty to report concerns and procedures for addressing abuse, exploitation, harassment or neglect. They cover risk prevention, information and training for those involved in our activities, and measures to respond to incidents.
No one representing JRS may request favours, personal benefits or sexual services in exchange for support.
People must be able to share suggestions and raise concerns or complaints safely
We encourage people to tell us when a service does not meet their needs, when they have been treated inappropriately or when they witness concerning behaviour. Complaints may relate to our activities or to the conduct of people representing the organisation.
We take these messages seriously and handle them in accordance with the relevant procedures, with care for the safety of those involved and the confidentiality of information. Raising a concern in good faith must not lead to intimidation, penalties or loss of access to support.
To share a suggestion or report a concern, you can use the form in the “Safeguarding contact” section on our Home page.
Safeguarding contactWe protect personal information and respect how people choose to tell their stories
Our work involves access to information about people’s legal status, health, family circumstances or financial difficulties. We handle this information carefully, for specific purposes and in accordance with data protection requirements.
The same care must guide our use of photographs, testimonies and public materials. Communications about refugees and migrants must respect the dignity, privacy and choices of the people featured, and consider any risks that identifying them could create.
We use the funds and assets entrusted to us responsibly
Donations and funding sustain activities that individuals and families rely on. We monitor their use in line with the organisation’s purpose, the intended use of the funds and our commitments to funders.
Project expenditure records, supporting documents, procurement rules and financial checks make it possible to track how resources are used. Our anti-fraud and anti-corruption policies establish rules for protecting these resources and reporting irregularities.
Our Statutes define responsibilities for approval, management and oversight, while qualified staff manage our finances. Further information about these responsibilities and our financial position is available on the Leadership and Governance and Financial Transparency pages.
Accountability also begins within our own team
Staff, volunteers and others working with us must understand their responsibilities, the standards of conduct expected of them and how to raise a concern. Respect, fair treatment and the prevention of harassment and discrimination also apply to relationships between colleagues.
Through guidance and training, we help people understand their safeguarding duties and professional boundaries. We encourage them to raise difficulties and report inappropriate behaviour, including when it involves people in leadership positions.
We assess results and commit to improving our work
We review programme results and draw on feedback from participants, our team and external evaluators to identify what needs to change. We consider whether support is accessible, appropriate and useful in people’s lives.
Accountability also means acknowledging the limitations of an intervention, the difficulties encountered and the needs that remain unmet. Reporting to partners and donors must provide an accurate picture of our work, with results explained in context.
Policies and procedures that set clear rules for our work
The JRS Code of Conduct and policies provide a framework for safeguarding, employment relationships, resource management and the handling of complaints. These documents define responsibilities and procedures for situations that may arise in the organisation’s work.
Our reference documents include:
- Code of Conduct
- Child Safeguarding Policy
- Protection from Sexual Exploitation, Abuse and Sexual Harassment PolicyPSEAH
- Harassment, Bullying and Discrimination Policy
- Safeguarding Policy
- Confidential Reporting PolicySAFE CALL
- Whistleblowing Policy
- Personal Data Protection PolicyGDPR
- Procurement Policy
- Anti-Corruption and Anti-Fraud Policy
- Accounting Policies
- Open Information Policy
- Grievance Policy
A shared commitment to quality and accountability in humanitarian assistance
At the international level, Jesuit Refugee Service is a member of the CHS Alliance, an alliance of humanitarian and development organisations working to improve the quality of assistance and accountability to people and communities affected by crises.
The Core Humanitarian Standard on Quality and Accountability provides a framework for this commitment. Its nine commitments place people’s rights, dignity and participation at the centre, alongside their ability to hold organisations accountable for the support they provide.
The nine commitments
People and communities in situations of crisis and vulnerability…
can exercise their rights and participate in actions and decisions that affect them.
Select a commitment to read the full wording.
Source: Core Humanitarian Standard on Quality and Accountability, 2024 Edition.