Two New Case Studies from GOAL about Social Auditing and Accountability in Conflict

13 June 2017

These case studies by GOAL give an account of two projects carried out in Honduras, Nicaragua and Ukraine. In Central America, social auditing was used to empower communities to be protagonists in their own development, while in Ukraine, GOAL set up a hotline for appropriate and rapid interventions in line with the CHS commitments for their multi-purpose cash assistance programme.

Our member, GOAL works towards ensuring that the poorest and most vulnerable in our world and those affected by humanitarian crises have access to the fundamental needs and rights of life such as food, water, shelter, medical attention and primary education. Since its inception in 1977, GOAL has worked in more than 50 countries in the developing world, and has responded to almost every major natural and man-made disaster and catastrophe. GOAL shared with us two case studies about their activities and lessons learned in Honduras, Nicaragua and Ukraine:

Social auditing in Central America

In Central America, GOAL in collaboration with GVC and the local authorities, established two Social Audit Committees in remote areas of Honduras and Nicaragua. The purpose was to follow up on the compliance by municipal and regional authorities on a number of agreed measures. Social Audit is a powerful means to promote a Do No Harm approach. In addition, there are also practical benefits to the NGO of an additional level of project oversight which might be difficult to otherwise sustain, due to the high costs and access difficulties that hinder frequent travel by staff to remote or insecure locations.

Read the case study in English
Read the case study in Spanish

CRM and listening in conflict – Ukraine

GOAL operated in Ukraine from May 2015 to January 2017 providing multi-purpose cash assistance to over 7,500 people in GCAs living within a few kilometres of the frontline. In order to appropriately target vulnerability and enable a rapid response to requests for assistance, a robust CRM function with skilled staff was required. This case study discusses the implementation of a complaints hotline which particularly focused on the human element of the system. Training (and retraining) using applied psychosocial methodology and listening techniques was a significant focus. This case study explains the approach taken and findings.

Download the case study in English

Please feel free to get in touch at if you need more information about the two case studies or if you would be interested in sharing your lessons learned. Please note that we principally publish our members’ and partner’ case studies.