Online Guide
SEPM Guide
Discover our Guide for Social and Environmental Performance Management
Discover
Resources
Guide/Manual
Ciclo de servicio
Valuable for understanding client journey and satisfaction with various aspects of their engagement with the institution.
Tools & Templates
ESMS for Microfinance Institution
FIRST for Sustainability website provides some guidelines on how to set an Environmental and Social Management System for MFIs. A ESMS template is available for download.
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Guidelines
How to Design a Complaints Mechanism
Most financial institutions provide clients with one or more channels for communicating their questions and complaints to the institution. However, not all complaints mechanisms are effective. This tool will discuss how financial institutions can design "effective complaints mechanisms", meaning a system for collecting, resolving, and responding to client questions and complaints, and for using client feedback to improve products and operations.
Tools & Templates
RICHES Toolkit, Phase 1: Social Performance Management Guide
Improve social performance management towards a stronger, Do No Harm approach. Through the use of this guide, WEE Actor management-level staff will have:
• Identified areas of performance improvement which demonstrate intent, commitment, and processes for mitigating the risks of potential unintended consequences of WEE programming.
• Have accessed validated survey questions that can be added to participant satisfaction, exit, or outcomes surveys to measure and monitor whether a participant is resorting to harmful coping mechanisms or experiencing the unintended consequences of WEE programming.
• Considered safeguarding and gender policy and code of conduct language that can be adopted or adapted to demonstrate organizational intent to do no harm and commitment to gender equity and equality.
Publications
Satya Microcapital Financial Inclusion Impact Performance Report
This initial report by 60 Decibels shows Satya MicroCapital’s performance across the five dimensions of financial inclusion: access, business impact, household impact, financial management, and resilience. It also includes additional insights on client satisfaction, loan usage and challenges.
Tools & Templates
Satya Microcapital Social Performance Management Policy
Social strategy and SPM policy in which Satya Microcapital sets out its social goals and plans to achieve them.
Guidelines
SPI Audit - Advice for ensuring quality results
Consult this document to understand how to ensure an objective and useful analysis.
Tools & Templates
SPI Audit - Document and Interview Checklist
The checkist details the documents you need to consult for an assessment, suggested interviewees, interview questions, and MIS data collect.
Guidelines
SPI Audit - Focus groups guidelines
Guidance on using focus groups to gather feedback from staff and/or clients.
Guide/Manual
SPI Audit - Glossary
To guide you with general definitions.
Download
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