Helpline Operators

alliance for grievance mechanisms

in supply chains

introduction

helpline operator – operator grievance mechanism (OGM)

leverage your organization and join the international platform

appellando partners with existing local or national helpline services rather than setting up its own helplines. This approach allows appellando to leverage established networks and expertise, ensuring a more efficient and effective grievance mechanism.

OGMs play a crucial role in this system by fostering social dialogue, providing training, and operating helpline desks and case management software solutions. They also ensure local NGO and Government involvement in addressing and resolving cases on a local and regional level.

can I become a local appellando helpline operator?

You can become a local appellando partner as Operational Grievance Mechanism (OGM) helpline. Being a recognized helpline involves meeting specific criteria and following a structured process. These are the key requirements:

Independent governance structure:
Helpline operators shall have a governance structure that is independent and free from biased dependencies on participants in the supply chains, such as producers, traders, buyers and others. It is possible to form an association of multiple stakeholders.
Competence in national law and UN Guiding Principles:
Operators must be knowledgeable about national laws and the UN guiding principles of grievance systems.
Recognition by stakeholders:
Operators should be recognized by all stakeholders, including leading local social and environmental NGOs.
IT system requirements:
The IT system used by helpline operators must operate an electronic case management system, meet data protection and data security criteria for operating in the EU, connect helpline channels, and establish and run automated interfaces with the appellando digital ecosystem.
Communication skills:
Operators must be able to communicate effectively with vulnerable groups and potential complainants in their predominant languages.

If you meet these criteria and are interested in becoming an OGM helpline, please contact the appellando office. We will consult with you to build the necessary governance structure and to find suitable IT solutions if you don’t have those ready and working.

If you are part of an industry association, you may consider initiating or supporting the setup of a national local helpline operator.

helpline operators

why should I become an appellando helpline operator?

Becoming an appellando OGM Helpline offers numerous benefits and plays a crucial role in the national stakeholder context. Here are some key reasons to consider:

Partnership requirement:
appellando partner with at least one local OGM per country. These operators are embedded in the national stakeholder context, ensuring that local nuances and requirements are met.
Coordination of local resolutions:
Local OGMs help coordinating local resolutions, facilitating training and addressing systemic issues. This helps to protect the national production and suppliers from reputational trade disruptions caused by human rights and environmental risk violations.
Facilitation of training:
OGMs play a vital role in facilitating training for local stakeholders, ensuring that everyone is well-informed and equipped to handle grievances effectively.
Addressing systemic issues:
By providing regular statistics OGMs contribute to the addressing and resolving of systemic issues by appellando; the overall improvement of the sector, making it more resilient and sustainable.

If you are interested in becoming a local appellando OGM helpline, please contact the appellando office under info@appellando.org for further consultation and support.

helpline operators

who pays me as
helpline operator?

For some countries, appellando buyers may contribute to the set-up and operational costs of the first helpline operators. For details, please contact the appellando office under info@appellando.org.