Case Study: Implementation of Accountability to Affected Populations Strategies in Moldova

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In response to the Ukrainian refugee crisis, UNICEF Moldova has implemented several Accountability to Affected Populations strategies to ensure that refugee children, adolescents, and families receive effective support. A key component of this effort has been the use of social listening and two-way communication mechanisms to gather feedback and adjust interventions accordingly.

Partnering with the National Congress of Ukrainians of Moldova, UNICEF conducted monthly social listening to assess refugees’ experiences with services related to healthcare, education, social protection, and child protection. Insights were gathered from social media interactions (Facebook, Instagram, Viber, and Telegram), analyzing over 900 comments within three months.

Findings from social listening influenced key policy changes:

• Healthcare: Advocacy efforts led to a review of approved free medical services for refugees, with new guidance issued to health facilities.
• Education: Parental concerns about school enrollment barriers informed the development of a Back-to-School campaign in collaboration with Moldova’s Ministry of Education.
• Child Protection: Greater emphasis was placed on gender-based violence prevention and mental health support, following feedback from affected families.

UNICEF Moldova’s AAP approach demonstrates how real-time feedback and social listening can enhance humanitarian responses. By prioritizing refugee voices, UNICEF has successfully adapted policies and improved service delivery, ensuring greater inclusion and accessibility for displaced children and families.