Cash Transfer programmes (and Social Assistance programmes generally) are increasingly developing mechanisms to manage updates and complaints from both beneficiaries and non-beneficiaries in their communities.
HSNP has a decentralised case management system to enable beneficiaries to register their issues on updates and complaints in their Counties. The case management system aims at ensuring beneficiaries receive their cash transfers as planned.
Rationale:
- Provide predictable, transparent and credible processes to all the parties, resulting in outcomes that are seen as fair, effective and sustainable.
- Provide information about project implementation processes.
- Form a platform for resolving crises at the lowest level.
- Provide an avenue to comply with government policies.
- Help win the trust and confidence of community members in the project and creates a social relationship between the parties involved.
- Facilitate access to information.
- Provide a cost-effective method to report their grievances and complaints in a more dignified manner.
The aim of the HSNP case management system is to ensure that the beneficiaries access services as planned. To log a case or follow update, one can send SMS to 21801 or call 0800720727 or register on HSNP Case Management booklet available within the sub-locations at chiefs and assistant chiefs offices