Accountability to Children and Communities Yearly Report

In 2024, Save the Children Lebanon received 17,428 feedback entries through its Feedback and Reporting Mechanisms, reflecting a strong level of community engagement. Most of the feedback was received through the helpline (47%), followed by the online form (29%) and feedback boxes (24%). The overall resolution rate stood at 84.1%, though response capacity declined in the last quarter due to conflict-related disruptions. Most feedback was centered around requests for assistance, particularly in the FSL and Shelter sectors, highlighting the increasing vulnerability of communities. Notably, positive feedback was largely received through feedback boxes, especially in education centers, while critical issues such as safeguarding and CP-related concerns remained underreported.

The data also revealed demographic and access gaps: women and Syrians were more active in providing feedback, whereas Palestinian groups were underrepresented. Feedback from children was most visible through anonymous channels. PDM confirmed high satisfaction rates. These findings reinforce the importance of maintaining flexible, inclusive FRMs and strengthening their use as a learning and program improvement tool in both stable and emergency settings.

Key Takeaways

• 17,340 feedback entries received; helpline remains the most used channel.
• 84.1% resolution rate, though declined sharply in Q4 due to crisis escalation.
• FSL and Shelter dominated feedback ; WASH had most diverse concerns.
• Feedback boxes captured positive and child feedback; digital channels lacked CP/safeguarding content.
• Palestinian voices underrepresented all over the feedback channels.
• Female voices underrepresented in the emergency PDMS.