Sensitive Grievances (SEA/SH/GBV)
Sensitive grievances concern sexual exploitation and abuse (SEA), sexual harassment (SH) and gender-based violence (GBV). They follow confidential processing and a dedicated workflow, in line with World Bank requirements.
Who has access
| Permission | Grants access to |
|---|---|
| View sensitive SEA/SH grievances | See sensitive grievances: in the general list (Sensitivity filter), in records, and on the dedicated dedicated sensitive grievances page |
| Manage sensitive SEA/SH grievance details | Fill in the SEA/SH form and the SEA/SH verification |
Without View sensitive SEA/SH grievances, a sensitive grievance appears nowhere and its record is refused. Sensitive grievances are never copied offline (see Working offline).
Absolute confidentiality, survivor safety first, informed consent before any action, non-discrimination, traceability. Every view and every action is written to the grievance history.
Registering a sensitive grievance
In the New grievance form, choose Grievance type: Sensitive (SEA/SH/GBV). Grievances imported from KoboToolbox can be flagged SEA/SH during categorisation. An existing grievance can be flagged sensitive from Edit (Sensitive grievance (SEA/SH) checkbox).
Sensitive types: sexual exploitation and abuse, sexual harassment, gender-based violence, other sensitive case.
The Sensitive Grievances SEA/SH page
No menu entry: the page opens by asking Bemba to “open the sensitive grievances”, or from the Sensitivity filter of the grievance list.
- Cards: Total, With consent, Coordination notified, World Bank.
- Columns: Anonymous code, Type, Consent, Referral, Notifications, Source CGP, Date, Actions.
- Actions on each grievance: Record consent (consent details), Refer to a health facility (facility name) or to psychological support, Notify the PCH Coordination then the World Bank. The PCH coordination must be notified first.
Notifications go by e-mail: “[CONFIDENTIEL] Notification EAS/HS - Cas …” to the coordination, “[CONFIDENTIAL] SEA/SH Case Notification - … - Guinea-Bissau PCH” to the World Bank. They are tracked on the grievance (status Notified, Obtained, Pending).
Sensitive cases workflow (30 days)
| Phase | Due | Conditions to move on |
|---|---|---|
| Actions immédiates (immediate actions) | D0 | Informed consent obtained |
| Référencement sanitaire/psychologique (health/psychological referral) | D+1 | Health referral done, Psychological support in place |
| Notifications obligatoires (mandatory notifications) | D+7 | PCH Coordination notified, World Bank notified |
| Suivi et accompagnement (follow-up and support) | D+21 | none |
| Clôture et rapport (closure and report) | D+30 | Grievance resolution |
Conditions are met through the actions of the Sensitive Grievances page; the record's timeline shows the missing ones. The workflow can be edited in Settings → Workflow & SLA (workflow of type Sensitive cases (SEA/SH)).
SEA/SH form
On the record, SEA/SH form block, Fill in button (permission Manage sensitive SEA/SH grievance details). The form is marked CONFIDENTIAL and is completed in three steps:
Part A: Consent: does the complainant consent to be referred to the MDGR? Does the survivor consent to share the data above (anonymous sharing)?
Part B: Survivor data: category (girl under 18, woman, boy under 18, man), age and sex, incident date, survivor's account, who was informed, Reported GBV type among: rape, sexual assault, sexual exploitation, sexual abuse, sexual harassment, physical assault, psychological or emotional abuse, forced marriage, denial of services, resources or opportunities; details if applicable; Services received: medical, psychosocial, legal, security.
Alleged perpetrator: known or not, function or role, position in the project, witness identities.
SEA/SH verification
After investigation, the SEA/SH verification block (same permission) records: incident confirmed, GBV type confirmed, action or sanction verified, entity notified and notification date, verification closure date.
Escalation and deadlines
A sensitive grievance escalates like the others (Escalation), with faster automatic thresholds. A Sensitive cases only SLA policy sets shorter deadlines.
Training
Agents granted View sensitive SEA/SH grievances or Manage sensitive SEA/SH grievance details must have completed the project's SEA/SH training: survivor-centred approach, confidentiality, referral services, World Bank notification obligations.