PROTOCOL LIBRARY

How to Read These Protocols

These protocols are designed to help developers, LGUs, communities, CSOs, and national agencies move from ad hoc responses to more clear, consistent, and trusted ways of working. They offer simple guidance on what to do, who should be involved, when action is needed, and how concerns should be handled before they escalate. Rather than prescribing a single model, the Protocol Library helps stakeholders build systems that are practical, responsive, and suited to real project conditions.

These protocols are guides, not guarantees. They will not replace good judgment, trust-building, or meaningful engagement. Used mechanically, they can create the appearance of action without addressing real issues. Apply them with context, coordination, and care.
The goal is not to follow steps. It is to strengthen relationships, improve response, and prevent conflict before it escalates.

Early Signals & Risk Awareness

P-01 Grievance Intake Protocol

Defines how concerns are received, acknowledged, logged, categorized, and assigned for response.

P-02 Signal Escalation Protocol

Defines when recurring or high-risk signals must be elevated for action.

P-03 Pre-Activity Notification Protocol

Defines how communities and local actors are informed before visible project activities begin.

Shared Understanding & Communication

P-04 Feedback Closure Protocol

Defines how stakeholders are informed of actions taken before a concern is closed.

P-05 Safe Space Facilitation Protocol

Defines how to create conditions where people can safely raise concerns.

P-06 Pre-Engagement Entry

Defines what must be prepared before first contact with a community.

Safe Expression & Inclusion

P-07 Reputational Risk Briefing Protocol

Defines how teams are briefed on prior conflicts, inherited distrust, and sensitive histories.

P-08 Early Warning Review Protocol

Defines how signal data is regularly reviewed to identify emerging patterns.

P-09 Contractor Onboarding Protocol

Defines how contractors are oriented on SE-GRM duties before site mobilization.

Feedback, Response & Trust

P-10 Inter-Agency Coordination Protocol

Defines how multiple institutions coordinate when concerns cross mandates or jurisdictions.

P-11 Grievance Response & Closure Protocol

Defines how grievances are investigated, acted on, documented, and closed.

P-12 Escalation Pathway Protocol

Defines where unresolved or complex concerns go when frontline response is insufficient.

Coordination & Alignment Across Actors

P-13 Institutional Referral Protocol

Defines how concerns outside the project’s authority are referred without abandoning the affected party.

P-14 Conflict Assessment Protocol

Defines how recurring or escalating conflicts are analyzed before choosing a response.

P-15 Facilitated Dialogue Protocol

Defines how structured dialogue is used when parties need to discuss competing interests.

Institutionalization & System Strengthening

P-16 Mediation Intake Protocol

Defines when mediation is appropriate and how parties are prepared for the process.

P-17 Mediation Process Protocol

Defines how mediation sessions are conducted, documented, and followed through.

P-18 Staff Transition Continuity Protocol

Defines how relationships, open concerns, and informal knowledge are transferred during staff changes

Cross-Cutting Risk Management

P-19 Phase Transition Handover Protocol

Defines how SE-GRM systems are transferred and adapted between project phases.

P-20 Information Disclosure Protocol

Defines what information must be shared, how, and how understanding is checked.

P-21 Rumor Response Protocol

Defines how rumors are identified, verified, and addressed before they deepen mistrust.

P-22 Vulnerable Group Engagement Protocol

Defines how engagement is adapted for groups at risk of exclusion.

P-23 Free, Prior & Informed Consent (FPIC) Protocol

Defines how genuine, informed, and voluntary consent is obtained where FPIC applies.

P-24 Do No Harm Review Protocol

Defines how proposed actions are checked for unintended harm before implementation.

P-25 Negotiation Protocol

Defines how formal negotiations are prepared, conducted, documented, and monitored.

P-26 Referral to Legal or Regulatory Process Protocol

Defines how cases move to legal or regulatory processes when SE-GRM is no longer sufficient.

P-27 Periodic SE-GRM Review Protocol

Defines how the SE-GRM system is regularly assessed and improved.

P-28 Contractor Offboarding Protocol

Defines how contractor knowledge, open concerns, and relationships are transferred before demobilization.