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Sensitive Complaints (SEA/SH)

Sensitive complaints concern Sexual Exploitation and Abuse (SEA) and Sexual Harassment (SH). They require confidential and specific handling.

Definition​

Sexual Exploitation and Abuse (SEA)​

  • Abuse of position of power for sexual purposes
  • Sexual relations with minors
  • Exchange of favors for program services

Sexual Harassment (SH)​

  • Unwanted sexual advances
  • Inappropriate verbal or physical behavior
  • Sexual intimidation

Identification​

Warning Signs​

  • The complainant hesitates to give details
  • Reference to inappropriate behavior
  • Mention of conditions for receiving services
  • Fear of retaliation

During Registration​

  1. If you suspect a SEA/SH case, check Sensitive complaint
  2. Don't ask for unnecessary details
  3. Ensure confidentiality
  4. Direct to appropriate circuit

Processing Circuit​

Confidentiality​

Important

Sensitive complaints are only visible to authorized agents (SEA/SH Focal Point).

Sensitive complaints:

  • Do not appear in the general list
  • Are accessible only via Sensitive Complaints
  • Have a separate processing circuit

Authorized Agents​

Only SEA/SH Focal Points can:

  • View sensitive complaints
  • Process these cases
  • Access survivor information

Processing Deadline​

Sensitive complaints are automatically classified as Urgent priority with a processing deadline of 48 hours.

Sensitive Complaints Page​

Access​

  1. Main menu → Sensitive Complaints
  2. Enhanced authentication if configured
  3. List of pending sensitive complaints

Information Displayed​

To protect survivors, information is limited:

  • Anonymized reference
  • Reception date
  • Status
  • Assigned agent

Actions​

  • Take charge: Assign the complaint to yourself
  • View: See complete details
  • Process: Resolve or transfer

Processing​

Guiding Principles​

  1. Confidentiality: No information should be shared
  2. Safety: Survivor safety is the priority
  3. Consent: All actions require consent
  4. Non-discrimination: Equal and respectful treatment
  5. Accountability: Secure documentation

Steps​

  1. Reception: Confidential registration
  2. Assessment: Situation analysis
  3. Referral: To appropriate services
  4. Follow-up: Survivor support
  5. Closure: With survivor consent

Referral Services​

The system allows referral to:

  • Medical services
  • Psychological support
  • Legal assistance
  • Emergency housing

Data Security​

Protection​

  • Encryption of sensitive data
  • Role-based restricted access
  • Access logging
  • No clear data in exports

Audit​

All access to sensitive complaints is tracked:

  • Date and time of access
  • Agent involved
  • Actions performed

Training​

Mandatory training

All SEA/SH Focal Points must complete specific training before accessing this module.

Training covers:

  • Definitions and case recognition
  • Care principles
  • System usage
  • Confidentiality protocols
  • Available referral services