Fact Sheet #22b) Human Rights Approach with Employee/Citizen/Client Focus
Element: Evaluation for Performance Measurement and Continuous Improvement
Outcome 22: Organization develops its human rights monitoring system.
Indicator 22b): Organization works at improving its integrated approach to human rights with an employee/citizen/client focus.
Possible Measures and Data Sources:
- Interim review report on human rights progress.
- Actions taken based on recommendations in interim report.
- Effectiveness in dealing with human rights issues, inquiries, complaints, etc.
- Employee/citizen/client satisfaction.
- Trends in design process and process changes.
As the organization tracks and assesses its performance against set anti-discrimination and employment equity objectives, its leadership starts to evaluate how efficient its integrated approach to human rights is. It gathers information and feedback from employees and clients on how proactive the organization is in responding to human rights challenges and how efficient its processes and policies are in terms of employees /clients needs, and new trends.
At Level 2, the focus of human rights initiatives has been on the internal workplace to ensure that employees’ human rights are part of the organization’s vision. The organization assessed how senior leadership, managers and human resources staff are translating the organization’s human rights obligations into actions. At Level 3, the organization is applying the same principles to its service delivery. The organization therefore continues to review the results of its actions to meet the indicators of each Level 3 element and assess how efficient and proactive it is in dealing with employees/clients human rights.
For example, through a complaint and compliments process, the organization could systematically capture its successes and challenges regarding the management of all types of complaints. The information obtained could help in taking measures to mitigate or to eliminate the challenges identified in order to continuously improve the organization’s capacity and competency to manage conflict.
While senior leadership, human resources specialists and managers continue to implement specific initiatives linked to the Human Rights Maturity Model (the Model), they keep measuring the progress made within the organization in terms of human rights culture. The essence of Level 3 of the Model is to ensure that the organization is providing inclusive employment opportunities and client-centered services that respect human rights. To do so, senior leadership, human resources staff and managers need to support an environment that encourages people to reach their full potential or access their services. The organization measures how well its activities are meeting expectations of the Model, including methods and processes in place, proactive approaches, employee/client involvement in needs assessment and overall efforts to improve the human rights culture. Here are some suggestions that can be considered:
- Review your Model action plan to assess progress.
- Reflect on your experience at Level 2 focusing on employees (See Fact Sheet 13b)). This may help you identify the best way to choose standards against which the employees/clients satisfaction will be measured. You will also benefit from the lessons learned from the previous exercise.
- Consider improving your qualitative data collection. Include information showing how you maintain a participatory environment to respond to human rights needs such as: people involvement in improvement initiatives or in finding solutions, encouragement to innovate in service delivery or risk management, etc.
- Continue involving your human rights champions and Human Rights Maturity Model Steering Team to enhance your existing measurement and improvement strategy. This should now include the provision of your services and will allow for continuity and better alignment.
- Conducting a client satisfaction survey: An organization assesses the satisfaction of its clientele on a regular basis and ensures that human rights are also taken into consideration in the survey and the following analysis.
- Conducting a review of human rights process or processes (complaints, request for accommodation, etc.): An organization establishes a periodical review of their human rights processes and makes sure that they are satisfactory for employees and clients, as applicable.
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