Coordinator Notifications
The notification system alerts regional and national coordinators when new grievances are created.
Overview
┌─────────────────────────────────────────────────────────────────────────┐
│ NOTIFICATION FLOW │
├─────────────────────────────────────────────────────────────────────────┤
│ │
│ CREATION SELECTION SENDING RECEPTION │
│ GRIEVANCE COORDINATORS NOTIFICATIONS EMAIL/SMS │
│ ┌──────────┐ ┌──────────┐ ┌──────────┐ ┌──────────┐ │
│ │ New │ ──▶ │ Regional │ ──▶ │ Email │ ──▶ │ Coord. │ │
│ │ grievance│ │ National │ │ SMS │ │ alert │ │
│ └──────────┘ └──────────┘ └──────────┘ └──────────┘ │
│ │
└─────────────────────────────────────────────────────────────────────────┘
Configuration during creation
When creating a grievance, the agent can choose to notify coordinators:
Available checkboxes
| Option | Description |
|---|---|
| Notify regional coordinator | Sends a notification to the coordinator of the concerned region |
| Notify national coordinator | Sends a notification to the national coordinator |
Display conditions
The checkboxes only appear if:
- A regional coordinator is configured for the grievance's region
- A national coordinator is configured in the system
Notification types
Email
The notification email contains:
| Section | Content |
|---|---|
| Subject | [PCH-SIG] New grievance #{reference} - {category} |
| Summary | Category, priority, region |
| Complainant | Name (if allowed), locality |
| Description | Description excerpt |
| Link | Direct access to the grievance |
Email example
┌────────────────────────────────────────────────────────────────┐
│ [PCH-SIG] New grievance #PLT-2026-00234 - Payment │
├────────────────────────────────────────────────────────────────┤
│ │
│ Hello, │
│ │
│ A new grievance has been registered in your area: │
│ │
│ Reference: PLT-2026-00234 │
│ Category : Payment │
│ Priority : High │
│ Region : Oio │
│ Locality : Farim Centro │
│ │
│ Description: │
│ The beneficiary did not receive their C-16 cycle payment... │
│ │
│ [View grievance] │
│ │
│ --- │
│ This email was sent automatically by PCH-SIG │
│ │
└────────────────────────────────────────────────────────────────┘
SMS (if configured)
Short format for SMS notification:
PCH-SIG: New grievance #PLT-2026-00234
Cat: Payment | Priority: High | Region: Oio
Coordinator configuration
Regional coordinator
The regional coordinator is associated with one or more regions:
- Go to Settings > Users
- Edit the user
- Set the role to Regional Coordinator
- Associate the concerned regions
National coordinator
The national coordinator receives notifications for all regions:
- Go to Settings > Users
- Edit the user
- Set the role to National Coordinator
Special cases
Sensitive grievances (GBV/SEA/SH)
For sensitive grievances, notifications are automatically sent to both coordinators, regardless of checked boxes.
Anonymous grievances
If the grievance is anonymous:
- The complainant's name is not included in the notification
- The notification mentions "Anonymous grievance"
Notification history
The notification history is visible in the grievance record:
| Column | Description |
|---|---|
| Date | Date and time sent |
| Recipient | Coordinator name |
| Type | Email or SMS |
| Status | Sent, Failed |
Required permissions
| Action | Permission |
|---|---|
| Notify coordinator | plaintes.notify |
| View notification history | plaintes.view |
| Configure coordinators | parametres.users |
Environment variables
| Variable | Description | Default |
|---|---|---|
MAILER_DSN | Email server configuration | - |
SMS_PROVIDER | SMS provider (optional) | null |
NOTIFICATION_FROM | Sender address | noreply@pch-sig.org |
Best practices
:::tip Recommendations
- Train agents on appropriate use of notifications
- Avoid over-notification: only notify for urgent cases
- Verify contacts: ensure emails/phone numbers are valid
- Track deliveries: check history in case of issues :::