Tools and Resources for Assessing Social Impact


Listen First Framework

This best practice provides a framework of four principles to develop practical ways for NGOs to manage their accountability to the people they aim to serve: 1) providing information publicly; 2) involving people in making decisions; 3) listening to feedback and complaints; and 4) evaluating staff attitudes and behaviors. This framework is used to structure three central processes: 1) workshops for staff to discuss and assess current levels of accountability and to identify improvements for their specific context; 2) research into local communities’ views of how accountable staff are in practice and how useful they find the NGO’s work; and 3) summary reports for managers to understand the level of accountability achieved in different projects.

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Key Elements
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