Capacity Assessment Manual for National Human Rights Institutions 4.2. STRENGTHENING THE NHRI’s INSTITUTIONAL ARRANGEMENTS (INTERNAL POLICIES, PROCESSES AND PLANS) The existence and efficient implementation of internal structures, policies, processes and plans – including the overall appropriateness of the organisational structure – pose challenges for most institutions. Institutional arrangements have emerged as a critical core capacity issue in many CAs. Strategies and actions to review the NHRI’s organisational structure, internal policies, processes, strategic and annual work plans, and standard operating procedures are common in CA reports. Some of the following strategies and actions have been recommended: • clarify the operational procedures and rules by which the NHRI works and ensure that all staff are fully aware of rules and operating procedures applying to them and the whole organisation and are trained in their implementation • adopt formal procedures and rules for the operation of the NHRI itself, including in relation to –– internal policy development and decision making processes –– responsibilities, procedures and scope of work of the NHRI’s sections and units, working groups, committees, and other groups, based on the NHRI’s structure, including clear terms of references • develop procedures manuals in key areas to promote more effective and more efficient work, including on –– complaint handling, including a database to increase case management, accountability and transparency in the handling of complaints –– external relations –– media relations –– public inquiries –– human rights education and awareness raising –– gender mainstreaming • develop and implement a gender policy and policies and procedures on gender mainstreaming • develop and implement office, unit and division level work plans to ensure office, unit and division level contributions to the implementation of the strategic plan and key results for the year • provide clear indicators and measures for evaluation and accountability in the strategic plan and annual activity plans • develop and disseminate good procedural manuals, standardising and streamlining operations, and make them publicly available • provide databases that are informative and easy to use on the NHRI’s website as a means of increasing transparency and making the NHRI’s work accessible for the public • provide structures for good communications within the NHRI and across its offices, units and divisions to ensure regular coordination, for example, by planning and implementing regular meetings of staff, both within units and generally, and the establishment of cross-unit committees and working groups. Chapter 4: From capacity challenges to strategies and actions | 45