About this training programme
A practical, three-day learning programme for frontline complaint handlers, grievance teams and training facilitators.
Designed for grievance mechanism staff, call-centre teams, programme managers and facilitators. Context-specific adaptation and safeguarding review are essential.
Three-day learning pathway
- Day 1: SOGI concepts, respectful communication and non-discriminatory service provision.
- Day 2: Trauma-informed listening, choice, boundaries and practical scenario simulations.
- Day 3: Informed consent, privacy, safe complaint handling, service mapping and referral exercises.
Planned facilitator package
- Branded three-day facilitator guide with timed instructions and adaptable session plans (in editorial development).
- Participant workbook, case scenarios and role-play briefing cards (in development).
- Consent, documentation-minimisation, safe intake and referral mapping job aids (in development).
- Pre/post assessment instruments, observation rubrics and implementation guidance (in development).
Potential applications
- Train complaint-handling staff to communicate respectfully with people at heightened risk of discrimination.
- Strengthen trauma-aware practice, privacy protocols and consent-based referrals.
- Adapt training to the organisation, country, legal requirements and actual referral network.
Safeguarding and editorial status
This product is in editorial development. The source manuscript was initially written for a Uganda-focused grievance call-centre training. Any public edition requires rights clearance, safeguarding and legal review, technical updates, and the removal or replacement of client-specific materials.
An independent JSA training resource under development, not an official World Bank or UN training package.
Training licence and delivery
No training files or purchase links are publicly available yet. Personal-facilitator and institutional licences will be proposed after ownership, permissions, updated materials, delivery format and pricing are approved.