Why trust matters in SEAH investigations
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Sexual exploitation, abuse, and harassment (SEAH) is a grave issue in the humanitarian and development sector. Recent data from the SEAH Harmonised Reporting Scheme (HRS) indicates a concerning trend, with 94% of reported victims/survivors being women, including one in three being a girl under 18. It is widely acknowledged that there is a need for more female investigators. To address this, the Investigator Qualification Training Scheme (IQTS) equips more practitioners, including women and individuals from the global majority, with a survivor-centered approach to investigations. We explore its impact through the story of Jeannette Nduwamariya.
Learning never stops
Based in Rwanda, Jeannette’s responsibilities as Global Safeguarding Advisor at CARE include supporting country offices in East and Central Africa, Southern Africa, and francophone countries in West Africa. Focusing on protection from sexual exploitation, abuse, and harassment (PSEAH), she creates awareness among senior leadership teams and the organization’s partners, both local CSOs and INGOs.
Additionally, Jeannette supports HR teams to implement recruitment practices that prevent hiring individuals with a history of safeguarding issues or accusations of SEAH. Trained as a gender expert and project manager early in her career, with additional investigation training in 2011, Jeannette brings a strong foundation to her role through which she also conducts extensive investigations.
Experience aside, Jeannette recognizes the value of continuous learning. She points out that tapping into the knowledge of other professionals is key for everyone, no matter what you think you know. Embracing this mindset, in 2023, Jeannette participated in the IQTS Tier 3 pilot training led by CHS Alliance. This opportunity allowed her to learn from and exchange ideas with other experts and eventually apply the standards in her work.
Tier 3 is a practice-focused course that builds on the learnings and theory of Tier 2. This fully online training strengthens participants’ skills in three core areas:
To become a qualified investigator under IQTS, practitioners must complete and pass all three tiers of training.
A survivor-centered approach
Seeking to prioritize survivor-centered investigations in her work, IQTS deepened Jeannette’s understanding of this approach. Exploring topics such as informed consent—including for child victims/survivors—the course highlighted areas where existing practices could be improved. It also challenged Jeannette and her peers to reassess their approaches, ensuring they provide the best possible support in their organizations.
"Zero tolerance means zero tolerance. And in these investigations, zero tolerance means we take all allegations seriously. We investigate and we take action where necessary."
Jeannette noted the many questions that emerged during the training, including those about survivor-centered safeguarding policies, the needs and wishes of victims/survivors, and the importance of ensuring their safety and dignity. As she describes below, it was an opportunity to explore these concepts and strengthen her knowledge of their practical application.
The fragility of trust
CARE often works in fragile contexts, which can involve armed groups, culturally conservative environments, and situations where victims/survivors may be hesitant to participate or speak out. Recognizing these sensitivities, Jeannette also spoke of the challenge of building trust with victims/survivors. Highlighting the importance of balancing and respecting their needs while providing support, she asks: “How do we make sure that the survivor trusts us and trusts that the information we gathered from him or her is kept confidential?”
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"This investigation training is making a positive impact to the dignity of survivors through our application, but also to all those vulnerable people because they can live safely, they can live in dignity, but also they can trust us—that we walk the talk. That we are doing something against things that are harming them."
Given that available data points to one in three victims/survivors not seeking assistance, trust-building becomes even more critical. As the HRS report emphasizes, this may stem from concerns about “stigma or a mistrust in the effectiveness and confidentiality” of available assistance. By creating a safe and supportive environment, victims/survivors may feel more encouraged to participate in an investigation should they choose to.
Putting people first in SEAH investigations
An opportunity for self-reflection, IQTS challenged Jeannette to re-examine her current way of working. It also allowed collaboration, encouraging an open mind to new insights and fresh perspectives. Through this experience, Jeannette acknowledged that the routine of investigative work can sometimes lead to overlooking better methods.
"Tier 3 is a way of telling investigators or experienced people doing investigations, ‘Hang on, stop. Think again about what you're doing’."
Beyond the focus on professional growth, IQTS emphasized the human impact of investigations, exploring how investigative processes affect everyone involved, from victims/survivors and witnesses to the subjects of complaints. This focus shifts the perspective from “what” to investigate to the “how” of conducting investigations.
From theory to action
Through this learning journey, Jeannette has become a stronger advocate for survivor-centered investigations. Determined to follow best practices, she ensures her investigations are conducted sensitively, prioritizing safety, confidentiality, and victim/survivor wellbeing.
But the journey is far from over. As Jeannette emphasizes, “We’re also human beings,” and even with recognized standards and tools, mistakes can happen. By regularly conducting risk assessments, something she now utilizes more frequently, and by consulting with colleagues to ensure decisions don’t lead to errors, Jeannette embodies the ongoing work needed to strengthen investigative processes and minimize harm.
Jeannette’s story highlights the power of empathy and the importance of placing victims/survivors at the center of investigations. As a result of her training, she believes she is now much better at moving from the theory to the practice. This shift demonstrates the impact of IQTS in equipping investigators with the skills and knowledge required to create a safer and more supportive environment for victims/survivors to come forward.
Representation matters in SEAH investigations. The Investigator Qualification Training Scheme prioritizes accessible training for women and CSOs in the global majority. With support from USAID, CHS Alliance and Humentum have partnered on IQTS to make the survivor-centered approach a global standard. Our goal is to ensure organizations are best equipped to support victims/survivors today and in the future.
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Doç. Dr., MIS Professor (Assoc.), PhD, MSc, COBIT-5, PMP,CISA, CRISC, ACCREDITED TRAINER (APMG & ISACA), IFRC Europa - Senior Regional Risk Management Officer
2moZero tolerance without a nuanced risk appetite can create a false sense of control. It's imperative for assurance managers to strike a balance—too rigid, and we risk ignoring the complexity of human behavior. Prevention, not just detection, must be the priority. While zero tolerance sends a strong message, preventive mitigations build the trust and resilience necessary to stop issues before they arise. After all, we shouldn't just investigate after the fact; we need to create environments where investigations are seldom needed.
Specialist for Corruption Prevention and Response in the Aid Sector
2moParticularly in Safeguarding Investigations "Zero Tolerance" might be a very dangerous approach. In some cases it might contradicts the survivor-centered approach and endangers those we aim to assist and protect. Of course we need to take every report seriously, however, are you sure you can always investigate without endangering the life of the survivor or other witnesses? But if I recall that correctly we actually also learnt that in the IQTS and it's considered in the CHS guidelines. I really don't support the term "zero tolerance" as it seems to be a buzz word for donors that does not sufficiently reflect the complexity of reality. In my opinion, "zero tolerance" is also way too little too late... It is a response focused approach rather than a holistic prevention-focuses approach. Doing something only when it happens is really not ideal... Of course it's important to respond as well, but having a holistic approach that covers all elements makes much more sense and prevents much more harm than simply not tolerating behaviour that an organization failed to prevent in the first place. Please consider "Do no harm" (to survivors) before "zero tolerance".
Safeguarding |SDP| Capacity Strengthening Specialist at Catholic Relief Services
2moInsightful!
Child Protection, Safeguarding and PSEAH Experts- Investigation, Mainstreaming, Capacity Building/Training, CPiE, System Strengthening, CAAC/MRM and Case Management
2moI'll keep this in mind
Senior Program Officer - Safeguarding
2moVery informative