Putting the ‘customers’ first

Beneficiary communication is a very important part of our work here in Indonesia with communities affected by the Tsunami. I would like to give an example of the outstanding programme run by the Irish Red Cross.

Irish Red Cross held an ‘Information Day’ to target students and their parents, and beneficiaries of secondary education cash assistance programme (SECAP) to regularly remind them of the importance of the programme and the programme's procedures.

In April last year, a group representing the community of Aceh Barat district in Banda Aceh province, traveled to Banda Aceh to meet and convey to BRR (Government Department responsible for Tsunami) their disappointment in a programme. The demonstration continued for a few days until the Irish Red Cross offered to facilitate a session via radio, giving the community and BRR an opportunity to find solutions. The discussion led to a commitment by BRR to pursue the matter with a higher authority, which culminated in a satisfactory to the beneficiaries.

The is one example of the Irish Red Cross’ efforts in improving beneficiary communication. It is the only partner national society with a programme specifically addressing beneficiary communication; community outreach. One of the activities in this programme is a radio session which broadcasts on-air live discussions, bi-weekly dramas and daily public service announcement on various topics.

The topics aired in the radio session are determined by the Irish Red Cross team based on the questions raised via email, mobile text messages and telephone calls from the community. For example, if many community members asked questions on land titles, the Irish Red Cross team will set up a radio session with this topic and invite guest speakers from government institutions and/or non-governmental organizations. This will provide an opportunity for the community members to raise their questions directly to the relevant parties. In some cases, when the issue has not been solved, the Irish Red Cross team will facilitate an off-air meeting between the community members and relevant entities, such as above.


Red Cross Youth in Banda Aceh march to campaign on climate change.

The community responds to the radio sessions with enthusiasm; the calls and text messages both on-air and off-air has increased since this programme was first launched in November 2006. In its first month, the team received 11 calls and 38 text messages from 49 clients, whereas in July this year, 3,530 clients have conveyed their messages via numerous text messages, phone calls, email, letters to dedicated post office box, Indonesian Red Cross (PMI) staff/volunteer and even fax.

Radio broadcasting is only one of many tools used by the International Federation in beneficiary communication. Communication to beneficiaries is an integral part in many projects implemented by the Red Cross and Red Crescent. In the transitional shelter programme, the International Federation and its implementing partners brought local communities together and informed them on the nature of the programme and its implementation. Furthermore, the communities were involved in the construction of the shelters and even supervision of the construction processes. This involvement has created a sense of ownership towards the programme and the shelters, as demonstrated by their active participation in the rebuilding and maintenance of their new homes. Similarly, in the water and sanitation projects of the International Federation, communities are involved in the planning and implementation process, creating an environment supportive to the programme and its sustainability

Indonesia: New beginnings for young survivors

I spent last week in the Tsunami affected areas of Aceh, Indonesia, where the Red Cross is nearing the end of its Tsunami recovery operation. As I travel about inspecting the work we have done, I hear so many stories from Tsunami survivors. Here are a few of them.

Four years after the disaster, Masrizal and Bahtiar are looking to the future. Along with nearly 500 other young people, Bahtiar is participating in a vocational training programme provided by the American Red Cross and the Indonesian Red Cross

Masrizal is a sensitive and quiet young man. At age 27, he has a strong vision and a desire to enrich himself and help others. But beneath his stoic demeanor lies a moving story of tragic loss and new beginnings.When the December 2004 tsunami struck, Masrizal lost his entire family, his home and all of his earthly possessions in a matter of hours. His village of Lamlumpu, in Aceh Besar, was utterly destroyed and many of its residents killed.“My parents and siblings disappeared in the waves, together with most of the other people who lived in my village,” he says. “It left me all alone in the world.”

Compassionate and concerned

But Masrizal says the experience made him more compassionate and concerned about the well-being of those around him. He says he often thinks of his mother and tries to emulate her. He remembers her as a warm and lively woman who was at the centre of community life.“My mother was always involved in community events,” he says. “She was easy to talk to and I felt like I could tell her anything.”More than a year ago, he received a new house from an international organization near where most of Lampulu's surviving residents have settled. He has also found a job at a local blood testing laboratory, where he works part time.

Badly injured

Like Masrizal, 20-year-old Bahtiar also lost nearly everything to the tsunami. Caught up in the waves, he was badly injured but luckily managed to survive. Unfortunately, both of his parents and five of his siblings did not.“There was nothing left from our home - it disappeared completely,” Bahtiar, who was aged 16 at the time, recalls. “I felt sad and confused, but thankfully I had my relatives to care for me during that time.”His surviving family members helped nurse him back to health and supported him while he completed secondary school.

Sustainable income

Four years after the disaster, Masrizal and Bahtiar are looking to the future. Along with nearly 500 other young people, Masrizal is participating in a vocational training programme provided by the American Red Cross and the Indonesian Red Cross (PMI). The training, which is part of the psychosocial support programme, aims to help tsunami-affected youth like Masrizal to gain the skills they need to earn a sustainable income.“We are allowed to choose the type of training based on experience and interest,” Masrizal says. “Once I complete the course, I hope to earn more money and establish my own business.”Participants can choose from a range of courses, including carpentry and computer skills.

The training, which is part of the psychosocial support programme, aims to help tsunami-affected youth like Masrizal to gain the skills they need to earn a sustainable income.


Masrizal has chosen a course in electrical repair while Bahtiar has selected a mechanical repair course.“I want to continue my education and go to university,” Bahtiar says. “Hopefully the income I earn from being a mechanic will pay for my school fees.”

Incredible recovery

Though Aceh has seen incredible recovery and growth in the four years since the disaster, it remains one of the poorest provinces in Indonesia. Now that houses have been built and major infrastructure repaired, economic recovery assistance is one of the most pressing needs for survivors.With tsunami-related aid from the government and international organizations coming to an end, it is vital that young people have the skills that they need to continue on the path to recovery and self-sufficiency. The training is being implemented in partnership with local government agencies who help identify local experts to act as facilitators and provide professional certificates to participants successfully completing their course.On the last day of vocational training, Masrizal receives an “A” score for the course.“The more skills and knowledge that I have, the better my life will be and the more I can contribute to my community,” he says.

Bahtiar receives his training certificate.


Psychosocial Support Programme (PSP) in Aceh

The PSP programme is working in 160 villages and 139 schools in Aceh Besar, Banda Aceh and Aceh Jaya. After over two years of support in Aceh Besar and Banda Aceh, activities in these two districts are ending while activities in Aceh Jaya will continue through December 2009.To date, 388 community and school facilitators have been trained to design and implement psychosocial activities. 5,624 individuals have been trained in psychological first aid, equipping them with the skills to sensitively respond to the needs of those affected by crisis. It is hoped that these individuals will be able to continue to support their communities in times of need long after the programme ends.With Indonesian Red Cross (PMI) and the University of Indonesia, the American Red Cross is designing and supporting a Master’s degree course in disaster psychology. The first course will begin in February 2009 with 20 students from across the country. As PMI staff and volunteers, these students will trained and prepared to respond the psychological needs of disaster survivors nationwide.

Masrizal proudly display his training certificate.

Special thanks to Wilda Anggraeni, American Red Cross in Aceh, Indonesia for some of the text and photos.

Finale: I am off to New York tomorrow night, 22 April, to be there for the presentation of the Tsunami Global Lessons Learned Report to the SG of the UN and Bill Clinton who has been his special adviser. It will be great to see New York again. The last time I was in New York was 1986 after going to the North Pole with Will Steger, and I appeared on Good Morning America in Polar bear trousers, seal skin boots, Beaver mitts with a badly frostbitten face. Dan Rather was the host on the show. That night in 1986, after 4 months of isolation, I hit New York town and had quite a party.