HOW TO SUPPORT

SURVIVORS AND VICTIMS

OF GENDER-BASED VIOLENCE
When a GBV Actor is not Available in Your Area

A step-by-step
Pocket Guide for
development and
humanitarian
practitioners in
Tanzania
This version of the Gender Based Violence
Pocket Guide was produced in 2023 with
support from UN RCO, UNICEF, UN Women,
WHO, UNFPA, and UNHCR in Tanzania. It is
based on the original English version of the
globally endorsed inter-agency resource and
has been adapted for the Tanzanian context.
The adaptation and translation of the Pocket
Guide was led by the Tanzania PSEA Network
with additional technical support from gender-
based violence (GBV) and violence against
children (VAC) specialists. The addition of
information within the Tanzanian context,
referral resources, and local terminology were
key adaptations made.

This version of the Pocket Guide is available in English and Swahili.

 What is the Pocket Guide?

The Pocket Guide and its supporting materials1 provide all development and
humanitarian practitioners in Tanzania with information on:

” How to support a survivor/victim of gender-based violence (GBV) or sexual

exploitation and abuse (SEA)

” Who discloses their experience of GBV or SEA to you

” In a context where there is no specialized actor (including a referral pathways or

focal points) available.

The Pocket Guide uses global standards on providing basic support and information
to survivors of GBV and SEA without doing further harm. While the Pocket Guide uses
a Psychological First Aid (PFA) framework (Prepare, Look, Listen and Link), previous
knowledge or training on PFA is not needed. Comprehensive PFA training is encouraged.

1
Accompanying the Pocket Guide is a Background Note and a User Tips/How-To Guide.

A step-by-step pocket guide for development and humanitarian practitioners in Tanzania 3

Key Definitions

Gender-based violence (GBV)

GBV is an umbrella term for any harmful act that is perpetrated
against a person based on socially ascribed differences between
males and females (i.e., gender). It includes acts that inflict
physical, sexual, or mental harm, threats of such acts, coercion,
and other deprivations of liberty.

Child Sexual Abuse

Any sexual activity between a child and an adult/older child. It
involves either explicit force or coercion, or circumstances where
informed consent cannot be given by the victim because of his or
her young age.

Sexual Exploitation and Abuse (SEA)

It occurs when people in power or position of trust from the
development and humanitarian community (such as UN, NGOs,
and partners) exploit the vulnerability of the affected communities
for sexual purposes. It is important to note that consent does not
determine whether SEA has occurred as victims have unequal
power status.

GBV versus SEA

SEA is a form of GBV, as victims of SEA are often abused because
of their vulnerable, intersectional status as women, girls, boys, or
even men (in some circumstances). It is the mandatory reporting
obligation for SEA that represents the key differences between the
two (as GBV does not have mandatory reporting obligations).

Victim/Survivor
A person who has GBV perpetrated against him/her or an attempt
to perpetrate GBV against him/her. Both terms may be used
interchangeably.
Contents

Section Page Use for

Key messages....................................................6 to 8 Immediate guidance

Decision tree................................................... 10 & 11

Information Sheet ..........................................13 to 15

on available services

Dos, Don’ts and what to say...................................17

Look.......................................................................17

Listen............................................................ 18 & 19

Link............................................................... 19 & 20

Step-by-step guidance............................................22 Preparation

and building
The Survivor/Victim’s Perspective........................ 22 knowledge and
skills to respond
Sexual Exploitation and Abuse.....................23 to 25

Prepare, Look, Listen & Link.........................26 to 30

Supporting children and adolescents Immediate

under 18 years.........................................................32 guidance for
children and
Key messages.......................................................32 adolescents
under 18 years
If someone asks you for help about a
child/adolescent in need...................................... 34

If the child/adolescent seeks

your help......................................................34 to 36

Reference for children’s age and

ability to make decisions..................................... 37
Key Messages

Always talk to a GBV specialist first mental health specialist, who can support
to understand what services and support survivors/victims that require additional
are available in your area. Some services attention and support. Ask the survivor/
may take the form of helpline, helpdesk, victim for permission before connecting
and/or other forms of remote support. them to anyone else. Do not force the
survivor/victim if she/he says no.
Be aware of any other available
services in your area. Identify Do not proactively identify or seek out
services provided by development and GBV survivors/victims. Be available in
humanitarian partners such as health, case someone asks for support.
psychosocial support, shelter and non-
food items. Consider services provided by Remember your mandate. All
communities such as mosques/churches, development and humanitarian
women’s groups, and disability service practitioners are mandated to provide
organizations. non-judgmental and non-discriminatory
support to people in need regardless of
Remember your role. Provide a listening identity, marital status, disability status,
ear, free of judgment. Provide accurate, age, ethnicity/tribe/race/religion, who
up-to-date information on available perpetrated/committed violence, and
services. Let the survivor/victim make the situation in which violence was
their own choices. Know what you can committed.
and cannot manage. Even without a GBV
actor in your area, there may be other Use a survivor/victim-centred
partners, such as a child protection or approach by practicing:

All actions you

Providing equal and take are guided
fair treatment to tion
ina Re by respect for the
anyone in need of im survivor/victim’s
cr

support.
sp

choices, wishes,
dis

ec
Non-

rights and dignity.

t

People have the right

to choose to whom
ity

Sa
ial

they will or will not tell

nt

fe

ty
their story. Maintaining fid
e The safety of the
confidentiality means Con survivor/victim is the
not sharing any number one priority.
information to anyone.

6 A step-by-step pocket guide for development and humanitarian practitioners in Tanzania

If health services exist, always provide to their personal situation. For instance,
information on what is available. Share if a man or boy is abused, it does not
what you know, and most importantly change his identity.
explain what you do not. Let the survivor/
victims decide if she/he wants to access It is therefore vital to actively listen
them. Receiving quality medical care and seek to support all survivors/
within 72 hours can prevent transmission victims, women, men, boys, and girls,
of sexually transmitted infections (STIs), without discrimination.
and within 120 hours can prevent
Anyone can commit an act of gender-
unwanted pregnancy.
based violence including a spouse,
Provide the opportunity for people with intimate partner, family member,
disabilities to communicate to you without caregiver, in-law, stranger, parent, or
the presence of their caregiver, if wished someone who is exchanging money or
(and does not endanger nor create goods for a sexual act.
tension in that relationship).
Anyone can be a survivor/victim of
Gender-based violence is rooted in gender-based violence – this includes, but
the abuse of power, force, and harmful isn’t limited to, people who are married,
norms, and certain minorities are often at elderly individuals or people who engage
increased risk of harm and violence due in sex work.

Examples of
perpetrators of GBV
” Spouse

” Intimate partner
Examples of survivors/ ” Family partner
victims of GBV
” In-law
” Married people
” Stranger
” Elderly individuals
” Parent
” People engaged in
sex work ” Someone who
exchanges money or
goods for sexual act

A step-by-step pocket guide for development and humanitarian practitioners in Tanzania 7

Protect the identity and safety of a work address, location where their
survivor/victim. Do not write down, children go to school, the exact time
take pictures, or verbally share any and place the incident took place etc.
personal/identifying information about
a survivor/victim or their experience, ” Share general, non-identifying
including with your supervisor. Put information
phones and computers away to avoid
’ To your team or sector partners
concern that a survivor/victim’s voice
in an effort to make your
is being recorded.
program safer.
” Personal/identifying information
’ To your support network
includes the survivor/victim’s name,
when seeking self-care and
perpetrator(s) name, date of birth,
encouragement.
registration number, home address,

Examples of how to safely share identified risks

and trends:

“It has come to my attention that people are experiencing harassment

around the water point because it is isolated and far away. We can try
to reduce this harassment by encouraging use of a closer water point,
or encouraging collecting water in groups, or…”

“Someone shared with me an experience of something bad that

happened to them. I can’t share the details, but need support around
how this interaction is affecting me.”

8 A step-by-step pocket guide for development and humanitarian practitioners in Tanzania

 What should
I do if a survivor
of gender-based
violence
approaches me?
Decision Tree

PREPARE
A GBV incident
Be aware of existing is disclosed to
services. you...

By someone else…

Provide up-to-date and accurate information about

any services and support that may be available
to the survivor/victim. Encourage the individual
to share this information safely and confidentially
with the survivor/victim so that they may disclose
as willing.

NOTE: DO NOT seek out GBV survivors/victims.

Yes

Communicate detailed information about the

available resource/service including how to
access it, relevant times and locations, focal
points at the service, safe transport options
etc. Do not share information about the
survivor/victim or their experience to anyone
without explicit and informed consent of the
survivor. Do not record details of the incident
or personal identifiers of the survivor/victim.

10 A step-by-step pocket guide for development and humanitarian practitioners in Tanzania

 For children
and
adolescents,
By the survivor/victim go to page 31.

LOOK & LISTEN

(refer to pages 17 to 19)

Introduce yourself. Ask how you

can help. Practice respect, safety,
confidentiality and non-discrimination.

Yes

Follow the GBV referral pathway

Is a GBV actor/referral
to inform the survivor about
pathway available? available GBV services and refer if
given permission by the survivor.

No

LINK
(refer to pages 19 & 20)

Communicate accurate information

about available services.

No

Maintain confidentiality. Explain that

Does the survivor/ the survivor/victim may change his/
her mind and seek services at a
victim choose to be
later time. If services are temporary,
linked to a service? mobile or available for a limited
time, provide information on when
these services will cease to exist.

A step-by-step pocket guide for development and humanitarian practitioners in Tanzania 11

 Who are the
relevant support
services I can
highlight to
the survivor
depending on
what they ask for
help with?
Information Sheet

Fill in this information sheet for services in Work with a GBV specialist, your team
your area and keep it in a place where it leader and partners to identify the
is easily accessible. following:

Factors to
be identified
by the GBV
Available services
team
provided by
humanitarian
partners

Community-based services
such as religious groups/
places of worship, women’s
groups, Disabled Persons’
Organizations etc.

Child Protection
Information:

Focal points:

Mental health/psychosocial support

Information:

Focal points:

A step-by-step pocket guide for development and humanitarian practitioners in Tanzania 13

Health
Information:

Focal points:

Sexual and reproductive health

Information:

Focal points:

Non-food items/WASH including dignity kits

Information:

Focal points:

Shelter
Information:

Focal points:

Legal
Information:

Focal points:

Food and nutrition

Information:

Focal points:

Services for adolescents/youth

Information:

Focal points:

14 A step-by-step pocket guide for development and humanitarian practitioners in Tanzania

Services for people with disabilities
Information:

Focal points:

Services for gender minorities

Information:

Focal points:

Services for child or female-headed households

Information:

Focal points:

PSEA Network
Information:

Focal points:

Other:
Information:

Focal points:

Other:
Information:

Focal points:

A step-by-step pocket guide for development and humanitarian practitioners in Tanzania 15

How should I
behave in this
situation?

What are the key dos

and don’ts?
Dos, Don’ts and what to say For children
and
adolescents,
go to page 31.

LOOK
Dos Don’ts
DO allow the survivor/victim to DO NOT ignore someone who
approach you. Listen to their needs. approaches you and shares that she/
he has experienced something bad,
something uncomfortable, something
wrong and/or violence.

DO ask how you can support with DO NOT force help on people by being
any basic urgent needs first. Some intrusive or pushy.
survivors/victims may need immediate
medical care or clothing.

DO ask the survivor/victim if she/he DO NOT overreact. Stay calm.

feels comfortable talking to you in your
current location. If a survivor/victim is
accompanied by someone, do not assume
it is safe to talk to the survivor about their
experience in front of that person.

DO provide practical support like offering DO NOT pressure the survivor/victim

water, a private place to sit, a tissue etc. into sharing more information beyond
what s/he feels comfortable sharing.
The details of what happened and by
whom are not important or relevant
to your role in listening and providing
information on available services.

DO to the best of your ability, ask the DO NOT ask if someone has
survivor/victim to choose someone she/ experienced GBV, has been raped, has
he feels comfortable with to translate for been hit, etc.
and/or support them if needed.

Examples of what to say…

” “You seem to be in a lot of pain right now, would you like to go to the health clinic?”
” “Does this place feel OK for you? Is there another place where you would feel
better? Do you feel comfortable having a conversation here?”
” “Would you like some water? Please feel free to have a seat.”

A step-by-step pocket guide for development and humanitarian practitioners in Tanzania 17

LISTEN
Dos Don’ts
DO treat any information shared with DO NOT write anything down, take
confidentiality. If you need to seek advise photos of the survivor, record the
and guidance on how to best support conversation on your phone or other
a survivor/victim, ask for the survivor/ device, or inform others including the
victim’s permission to talk to a specialist media.
or colleague. Do so without revealing the
personal identifiers of the survivor.

DO manage any expectations on

the limits of your confidentiality, if
applicable in your context. There are
some contexts that have mandatory
reporting rules related to certain types
of cases (such as sexual exploitation
and abuse committed by staff/partners
against vulnerable communities). Refer
to the Tanzania PSEA Network for
further information and guidance.

DO manage expectations on your role. DO NOT ask questions about what

happened. Instead, listen and ask what
you can do to support.

DO listen more than you speak. DO NOT make comparisons between

the person’s experience and something
that happened to another person. Do
not communicate that the situation is
“not a big deal” or unimportant. What
matters is how the survivor/victim feels
about their experience.

DO say some statements of comfort DO NOT doubt or contradict what

and support; reinforce that what someone tells you. Remember your
happened to them was not their fault. role is to listen without judgment and
to provide information on available
services.

18 A step-by-step pocket guide for development and humanitarian practitioners in Tanzania

Examples of what to say…
” “How can I support you?”

” “I will not share information without your informed consent (SEA cases) /
permission (GBV cases)”

” “I will try to support you as much as I can, but I am not a counsellor. I can
share any information that I have on support available to you.”

” “Please share with me whatever you want to share. You do not need to tell
me about your experience in order for me to provide you with information on
support available to you.”

” “I’m sorry this happened to you.”

” “What happened was not your fault.”

LINK
Dos Don’ts
DO respect the rights of the survivor/ DO NOT exaggerate your skills,
victim to make their own decisions. make false promises or provide false
information.

DO share information on all services DO NOT offer your own advice or

that may be available, even if not GBV opinion on the best course of action
specialized services. or what to do next.

DO tell the survivor/victim that she/he DO NOT assume you know what
does not have to make any decisions someone wants or needs. Some
now, she/he can change their mind and actions may put someone at further
access these services in the future. risk of stigma, retaliation, or harm.

DO ask if there is someone, a friend, DO NOT make assumptions about

family member, caregiver or anyone someone or their experiences, and
else who the survivor/victim trusts to go do not discriminate for any reason
to for support. including age, marital status, disability,
religion, ethnicity, class, gender,
identity of the perpetrator(s), etc.

A step-by-step pocket guide for development and humanitarian practitioners in Tanzania 19

 DO offer your phone or communication DO NOT try to make peace, reconcile
device, if you feel safe doing so, to the or resolve the situation between
survivor/victim to contact someone she/ someone who experienced GBV and
he trusts. anyone else (such as the perpetrator,
or any third person such as a family
member, community committee
member, community leader etc.).

DO ask for permission/informed DO NOT share the details of the

consent from the survivor/victim before incident and personal identifiers of
taking any action. the survivor/victim with anyone. This
includes their family members, police/
security forces, community leaders,
colleagues, supervisors, etc. Sharing
this information can lead to more harm
for the survivor/victim.

DO end the conversation supportively. DO NOT ask about or contact the

survivor/victim after you end the
conversation.

Examples of what to say…

” “Our conversation will stay between us.”
” “I am not a counsellor, however, I can provide you with the information that I have.
There are some people/organizations that may be able to provide some support to
you and/or your family. Would you like to know about them?”
” “Here are the details of the service including the location, times that the
service is open, the cost (if applicable), transport options and the person’s
name for who you can talk to.”
” “Is there anyone that you trust that you can go to for support, maybe a family
member or a friend? Would you like to use my phone to call anyone that you
need at this moment?”
” “When it comes to next steps, what you want and feel comfortable with is the
most important consideration.”
” “Do not feel pressure to make any decisions now. You can think about things
and always change your mind in the future.”
” “I cannot talk to anyone on your behalf to try to resolve the situation. But what I can
do is support you during our conversation and listen to your concerns.”
” “It sounds like you have a plan for how you would like to go from here. That is
a positive step.”

20 A step-by-step pocket guide for development and humanitarian practitioners in Tanzania

 How should I
proceed step by
step?

What are the guidelines

for psychological
first aid?
Step-By-Step Guidance

The Survivor/Victim’s a survivor/victim and could lead to more

harm. Remember that your role is to
Perspective provide accurate, up-to-date information
on available services and let the survivor/
Benefits and risks for
victim make their own choices on what
seeking support feels safe for them. Consider the following
example of benefits or risks:
Seeking services is not always safe for

RISKS BENEFITS
of seeking support of seeking support
” Possibility that the survivor/victim’s ” Access to life-saving support when in
friends, family and/or community distress.
will find out, which can lead to being
stigmatized, kicked out of their home ” Access to safe, confidential and
or community, and/or exposed to professional medical care in a timely
more violence. manner that could prevent HIV and
unwanted pregnancy
” Possibility that the perpetrator(s)
finds out other people know what
” Access to other services that provide
happened, leading to retaliation
more dignity and comfort, including
by harming or even killing the
options for safety and psychosocial
survivor/victim.
support.
” Possibility that service providers are
exposed to threats and violence by ” Access to support that may prevent
the perpetrator or community if they further violence from occurring.
are seen as helping a survivor/victim.

” Possible insensitive, discriminatory,

and/or prejudiced response by
service providers if they are not
trained properly.

22 A step-by-step pocket guide for development and humanitarian practitioners in Tanzania

Sexual Exploitation
and Abuse
by a development/
humanitarian actor or an
individual associated with the
delivery of aid, services, and
assistance

Protection from Sexual Exploitation and

Abuse (PSEA) is a term used to refer to
steps taken to protect vulnerable people
from sexual exploitation and abuse by PROTECTION
development and humanitarian actors (as FROM SEXUAL
EXPLOITATION
well as any associated personnel, such as
AND ABUSE
consultants, volunteers, security guards,
contractors, drivers, suppliers, vendors, and
so forth).

Sexual Exploitation and Abuse (SEA) SEA are trained on how to communicate
is a form of GBV, as victims of SEA the limits of confidentiality (i.e., “Informed
are often abused because of their consent”)2 before a disclosure is made.
vulnerable, intersectional status as This does not fully resolve issues of
women, girls, boys, or even men (in some confidentiality, informed consent, and
circumstances). It is the mandatory mandatory reporting, but it provides an
reporting obligation for all suspected, opportunity for the complainant/victim
or alleged, SEA cases that represents to reflect on ‘what’ and ‘how’ before any
the key differences between the two information is shared/reported.
(as GBV does not have mandatory
reporting obligations). In Tanzania, the development and
humanitarian community are committed to
The obligation to report SEA may raise create a safe environment for vulnerable
difficult questions and operational adults, youth, and children. It is therefore
challenges related to consent, which must important that you know the rules:
be resolved in close coordination with
the Inter-Agency PSEA Coordinator. It is ” SEA is unacceptable and prohibited
recommended that all staff who may be for all international and national
in direct receipt of first-hand reports of workers (whether they work for the
UN or implementing partners).

A step-by-step pocket guide for development and humanitarian practitioners in Tanzania 23

” It is strictly prohibited to have in good faith has the right to be
relations with anyone under the age protected against retaliation, whereas
of 18 (regardless of age of consent false and malicious reports are
locally or in home country). considered misconduct.

” It is strictly prohibited to have Nevertheless, the roadmap to

relations with anyone in exchange of support any survivor/victim of sexual
good, services, employment, and/or exploitation and abuse (SEA) remains
favours. This also includes any form the same as for any other gender-
of prostitution (both in duty station based violence incidents (as outlined
and in home country). in this resource).

” It is strictly prohibited for all UN staff SEA complaints in Tanzania may be

and partners to engage in any form of reported directly by the victim or by
sexually humiliating, degrading, and/ anyone else who may have a suspicion
or exploitative behaviour. and/or concern, e.g., staff, partners,
volunteers, donors, affected communities,
Moreover, you must fully understand that: and so forth. It is important that anyone
who may receive a SEA complaint in
” Any act of SEA will be investigated,
Tanzania makes sure to note the key
and punitive measures will be taken,
points as given on page 25.
if warranted.
For additional responsibilities that
” Any proven act of SEA will result in
arise when the case constitutes sexual
measures that may include but are
exploitation and abuse, you should seek
not limited to suspension; immediate
support and guidance from:
repatriation (if international staff);
dismissal; and/or ban from future ” Your supervisor/head of office.
operations.
” PSEA focal point(s) from either your
” You have a responsibility to report entity or any other member entity of
SEA immediately through PSEA the Tanzania PSEA Network
mechanisms (and not investigate
yourself). A failure to respond is a ” Inter-Agency PSEA Coordinator, or
breach of the Code of Conduct. PSEA Network Co-chairs

” Individual who makes a report ” Submit request for support on the UN

Tanzania PSEA Webpage

2
This should be explained in their own language and in such a way that it is easy for the complainant/
victim to understand (a) the information and level of detail that will be reported, (b) who will have access
to this information, and (c) what form of follow-up actions might be taken. The complainant/victim will be
supported by the PSEA Network to better understand the process and assert their right to confidentiality.

24 A step-by-step pocket guide for development and humanitarian practitioners in Tanzania

 Anyone who receives a SEA
complaint in Tanzania should
note the following:

Explain to the victim/complainant

the mandatory requirement to
report on all SEA allegations and
Treat the victim, or seek informed consent to share
complainant (if different), information confidentially. If a victim
with dignity and respect has not given consent to report the
by always believing the incident, there is nevertheless the
victim; ensuring privacy; obligation to report.
and making them as
comfortable as possible.

Get basic incident information

and only ask relevant questions
required to gain a clear
understanding of the SEA
complaint, so that it can be
safely referred to the appropriate
agency. This typically consists of
addressing what, where, when, Refer the SEA complaint to either the
and who. PSEA focal point of the relevant agency
or the Inter-Agency PSEA Coordinator,
who will take over the process.

A step-by-step pocket guide for development and humanitarian practitioners in Tanzania 25

PREPARE

Preparation is key. Even without a GBV that your agency does not have an
actor available in your area, there may established protocol, reach out to
be other services, including at the local/ the Tanzania PSEA Network for
community level, that can be helpful to guidance in your setting.
address someone’s needs. You likely
know about more services than you
think! Practice makes perfect
” Get comfortable with the sample
Be aware of available scripts on pages 17,19 & 20.
services Practice out loud or with colleagues
and friends. The more you practice,
” Use the Information Sheet (pages the more comfortable you will be
13 to 15) to fill in information about if a survivor/victim of GBV seeks
available services. Work with a GBV your help.
specialist, PSEA focal points, your
team leader, colleagues and other ” Refer to the User Tips Manual for
partners. Write down necessary additional information on how you
information about how to access can train on/practice these materials.
those services, including where to go,
” The Pocket Guide is helpful for
who to talk to, and who can/cannot
anyone who is going through a
access them (e.g. only women,
difficult situation. The next time
necessary documentation, etc.).
your colleague or friend comes to
” Ask your PSEA focal point about you for support or advice, practice
the protocols for Preventing Sexual using the questions and statements
Exploitation and Abuse. In the case in this resource.

LOOK

When someone discloses their Introduce yourself

experience of gender-based violence to
you… ” Introduce your name, your role and
who you are. Ask how you can help.

26 A step-by-step pocket guide for development and humanitarian practitioners in Tanzania

 Address urgent basic needs ” People with disabilities, people who
speak a different language and
” Each person will have different others experience different barriers
basic needs, which may include when reaching out for support.
urgent medical care, water, finding Adhere to the survivor/victim-centred
a loved one or a blanket or clothes principles and confidentiality when
if lost, torn, stained or removed. finding ways to listen to and support
Especially for GBV survivors/ these individuals. Even if you cannot
victims, clothes may be the primary understand someone you can always
urgent need for them to feel more demonstrate care and support.
comfortable and dignified.
” Ensure female staff is present to
” Let the survivor/victim tell you how provide support, especially in contexts
she/he feels about their personal
where women and/or girls are
safety and security. Take care to not
culturally unable to interact with men.
make assumptions based on what
you are seeing.
Recognize what you can
Be aware of the different and cannot manage
ways that people reach out ” Some situations require more
for support specialized support beyond your
role, such as situations involving
” Allow people to express their
children, mandatory reporting3,
emotions in whatever form they take.
People have diverse responses to imminent danger of a survivor/victim,
stress and crisis. Some people may or where the survivor/victim may be
be quiet and unable to talk; angry of harm to themselves or to others.
and yelling; blaming themselves There may be other focal points with
for what happened to them; crying; the capacity to better support in this
violent and so on. scenario. Refer to your Information
Sheet (pages 13 to 15).

REMEMBER!
If you want to seek support from a supervisor or another colleague, ALWAYS ask
permission from the survivor/victim first. Tell the survivor/victim who you want to
talk to, why you want to talk to them and what information you want to share. If the
survivor is not comfortable or outright refuses sharing of their information, help them as
best as you can using the tools in this Pocket Guide.

3
There are some contexts that have mandatory reporting rules related to certain types of cases. Refer to
your Protection focal point and/or GBV specialist for further information and guidance.

A step-by-step pocket guide for development and humanitarian practitioners in Tanzania 27

LISTEN

After ensuring the survivor/victim’s information as she/he would like to. It is

basic needs are met, and that she/he is not your role to provide counselling, take
not in immediate danger, LISTEN. the individual to services or conduct a
detailed interview about what happened
The survivor may be very upset and/or to them. Rather than asking detailed
confused, but as a helper it is important questions about the incident itself, focus
to stay as calm as possible. Allow the on providing them with information about
individual to share as much or as little the services you know are available.

It is best to avoid questions, especially those that begin with “WHY,” as such
questions can feel like they are placing blame on the survivor/victim. Instead, just
listen or, if needed, ask questions such as “can I tell you about services that are
available to support you” or “how would you like me to support you?”

The Power of Listening

Sometimes you may be in a situation where there are

absolutely no services or resources available for you to
share with a survivor/victim. You may feel helpless. It is
important that you are honest with the survivor/victim,
recognizing the survivor/victim’s courage to share their
experience with you, express that you are sorry you
cannot be more helpful and provide the survivor/victim
with as much dignity in the course of your conversation
as possible. Being present while demonstrating active
listening is supportive in and of itself.

28 A step-by-step pocket guide for development and humanitarian practitioners in Tanzania

LINK

As you support the survivor/victim to and make sure you have accurate,
make decisions on their next steps… up-to-date information on the
services available and how to
Ask the survivor/victim if access them.

there is someone that she/he ” If you are not sure a specific

trusts to go to for support. service exists, say you are not
sure.
” If asked what your opinion is,
encourage the survivor to make the
decisions on who to go to, when Compassionately end the
and why. conversation.
” Do not give your own opinion of the ” Maintain confidentiality.
situation.
” Positively reinforce any decisions
that the survivor/victim made.
If any services do
exist, provide accurate ” Keep in mind, your role is to
information to the survivor/ support the survivor/victim in their
decisions and choices, even if
victim on the available the survivor/victim does not make
services or options for any. Do not engage in repeated
more comfort. sessions or meetings with survivor/
victim nor attempt to manage the
” Preparation is key. Use your
survivor/victim’s case.
Information Sheet (pages 7 to 10)

After the conversation also known as experiencing secondary

trauma. Think about how to take care of
Reflection and self-care: It is important to yourself as these feelings come up for you.
remember that you can do everything right, Reach out to your own support system
but you are not going to fix this person’s and network, including your colleagues,
experience or take away their pain. team leader, PSEA Coordinator, or a GBV
Listening to and hearing other people’s specialist, to de-brief on the exchange
experiences can expose you to their (keeping in mind the survivor/victim’s
painful, traumatic or hurtful experience – confidentiality) and seek support.

A step-by-step pocket guide for development and humanitarian practitioners in Tanzania 29

Since certain types of violence (for regardless of if you’ve talked to them
example, domestic violence) can operate before or not.
in cycles, you may see this person again
or learn that they experienced another ” Think about how to improve your
incident of violence. You cannot change programming, make the services
their experiences, but you can: you offer safer, and create a more
positive environment for those who
” Listen without judgment to a experience GBV.
survivor/victim during each incident

VICTIMS AND
SURVIVORS OF
GENDER-BASED
VIOLENCE NEED
YOUR SUPPORT

30 A step-by-step pocket guide for development and humanitarian practitioners in Tanzania

 What if
the survivor
who approaches
me is a child or
adolescent?
Supporting children and
adolescents under 18 years

Key messages
Always talk to a GBV or child
protection specialist in your country/
context first to understand: (1) what
services are available in your area and (2)
local protocols and procedures.4

Do no harm. Do not seek out child

survivors/victims. It is not your job to
investigate or assess if a child/adolescent
is experiencing violence. Doing so can
lead to more violence and risks for the
child/adolescent. Be approachable if a
child/adolescent wants to seek your help. REMEMBER! If a GBV or
child protection actor is available
Remember your role. If a child/ in your area, facilitate safe and
adolescent reaches out to you for help, confidential referral of the child/
adolescent to a specialist to better
(1) Provide a listening ear, free of assist them.
judgment.
Use this guidance ONLY when there
(2) Support the child/adolescent by is no GBV or child protection
connecting them to an adult that the actor available in your area.
child/adolescent identifies as being
safe and trusted. This may not be
their parent, caregiver or a family
member. Provide comfort. Allow the child/
adolescent to lead the conversation,
(3) Do not make decisions for him/ even if this means providing company in
her, including forcing the child/ silence. Be at eye level with open body
adolescent’s caregiver or any other language to show the child/adolescent
person to be with them when s/he that they can open up to you if she/he
talks to you. wants to. Refrain from asking questions

4
Refer to your Gender-Based Violence (GBV) or Violence Against Children (VAC) specialists in-
country on local protocols and procedures, including: (1) limits on confidentiality, (2) rule of law, and (3)
designated focal points.

32 A step-by-step pocket guide for development and humanitarian practitioners in Tanzania

about what happened, by who and why Maintain confidentiality. Do not write
– instead use comforting statements down, take photos or document in any way
and speak in a manner that they can your interaction with the child/adolescent.
understand. Put away any phones or computers
that may be perceived as recording the
Treat every child fairly. All children conversation. Ask for permission to share
should be offered the same unbiased any information about the child/adolescent
support regardless of their sex, age, or their experience. This means asking
family situation, status of their caregiver if you can share the information even
or any other part of their identity. Do with someone that the child/adolescent
not treat a child that has experienced identifies as someone they trust.
GBV as helpless. Each child has
unique capacities and strengths and Ensure the safety of the child. The
possesses the capacity to heal. Speak to physical and emotional safety of the child
a child survivor/victim in a way that they is the primary concern. Consider the
understand and with respect for their child’s safety throughout all interactions
dignity and opinions. with him or her, and in relation to any next
steps taken.

In some cases it may be unclear how to support the best interest of the child
and his/her physical and mental well-being. If ever unsure about the safety
of the situation, inform the child that you will need to confidentially speak to
another service provider or team member that may have more knowledge on
how to ensure his or her safety.

Be aware of how a child/adolescents experience fear, embarrassment or

or their caregiver may seek support. shame; or be afraid of expressing their
Children and adolescents seek help in emotions. You may: (1) hear rumours of
different ways than adults, and rarely child abuse, (2) be approached by adults
make direct disclosures. Children may seeking help for a child or (3) suspect
find it difficult to trust or talk to adults, abuse of a child, based on signs or
especially adults they do not know well; behaviours from the child.

A step-by-step pocket guide for development and humanitarian practitioners in Tanzania 33

If someone asks you for help about a child/
adolescent in need…
Dos Don’ts
DO provide accurate, up-to-date DO NOT investigate a rumour or seek
information on available services to the to find/interview the child/adolescent.
individual who asked you for support.

DO respect confidentiality. DO NOT discuss or share the details of

what you learned with anyone.

If the child/adolescent seeks your help…

LOOK
Dos Don’ts
DO ask the child/adolescent if they want DO NOT direct the child/adolescent
to find a quiet and private place to talk. to go to a quieter or private place, or
Make sure it is a place where others isolate the child against their will.
can see you, but not hear you.

DO ensure that you are sitting at DO NOT touch, hug, or make physical
their eye level. Maintain open body contact as this can be traumatizing,
language. uncomfortable and distressing.

DO ask girls and boys if they want to

talk to an adult woman or man of the
same gender.

34 A step-by-step pocket guide for development and humanitarian practitioners in Tanzania

LISTEN
Dos Don’ts
DO listen attentively and pay attention DO NOT interview or assess. Do not
to non-verbal body communication. write anything down, take pictures or
verbally share information about the
child/adolescent or their experience.

DO be calm and patient, accepting what DO NOT display shock, disbelief, anger
is being said without passing judgment. or any other reactions that may cause
the child/adolescent distress.

DO let the child/adolescent express DO NOT use big words or speak more
themselves and use their own words. than the child/adolescent.

COMFORT
Dos Don’ts
DO reassure the child/adolescent that it is DO NOT make promises you cannot
OK s/he told you what happened. keep such as saying “everything will be
OK” when it is not within your control to
assure a child’s well-being.

DO respect the child’s opinion, beliefs DO NOT force the child/adolescent to

and thoughts. continue talking with you if s/he does
not want to.
DO use comforting statements
appropriate to the cultural context…
examples include:

“I believe you” – build trust

“I am glad that you told me” – builds a
relationship with the child
“Thank you for sharing your experience”
– expresses empathy
“You are very brave to talk with me” –
reassuring and empowering

A step-by-step pocket guide for development and humanitarian practitioners in Tanzania 35

LINK
Dos Don’ts
DO ask if there is someone that the DO NOT force a child/adolescent to
child/adolescent trusts, and if s/he have their caregiver or any other person
wants help in reaching out to this with them when she/he talks to you as
person, or accompaniment to find this these individuals may have perpetrated
person. the violence, or the child/adolescent
may not want to share their experience
with them.

DO stay with the child/adolescent until DO NOT leave a child/adolescent

she/he feels safe or are in the care of unattended while she/he is in distress
someone who she/he identifies as safe (for example, crying, angry or in shock).
and trusted.

DO provide the child/adolescent and DO NOT try to solve the situation

adult she/he trusts with accurate, yourself, make a plan or make
relevant information on services that are decisions for the child/adolescent.
available and how to access them.

DO say what you know and what you

do not know. Say “I do not know” or “I
do not have that information” if you do
not have the information requested.

36 A step-by-step pocket guide for development and humanitarian practitioners in Tanzania

Reference for children’s
age and ability to make
Young children 6 to
decisions 9 years and young
adolescents 10 to 14
Note that a specialized practitioner –
years may or may not be able to
with experience working with children/
self-report experiences of violence.
adolescents who experience GBV – is They may or may not be able to
best positioned to determine a child or make decisions on their own.
adolescent’s ability to make decisions
in coordination with the child/adolescent Your role: (1) support the child/
themselves and their respective adolescent to find an adult they trust
caregiver(s). to support them with next steps and
(2) provide information on available
Your role as a non-specialist is to listen services and how to access them
to and comfort the child/adolescent, link to both the child/adolescent and the
them to someone that they trust, and identified adult.
share information on available services.
The age categories below are for reference
only and may change depending on the
age, level of maturity, developmental stage
Infants and toddlers
and other factors.
0 to 5 years will not
self-report experiences
of violence given their lack of
or limited communication skills.
Older adolescents age Another individual (such as a
15 years and older are friend, caregiver, family member,
community member, etc.) will likely
generally mature enough to make
seek help on the child’s behalf.
their own decisions and understand
their experiences. Your role: provide information to the
accompanying individual on available
Your role: (1) listen to the services and how to access them.
adolescent share their experience,
(2) support the adolescent to
connect with someone they trust for
ongoing support, and (3) provide
information on available services
and how to access them.

Adapted from: UNHCR, Best Interest

Determination Guidelines, 2008. IRC/UNICEF,
Caring for Child Survivors of Sexual Abuse, 2012.

A step-by-step pocket guide for development and humanitarian practitioners in Tanzania 37

This resource is a companion guide to the 2015 IASC GBV Guidelines.
www.gbvguidelines.org