Quality policy

Al-Sham Humanitarian Foundation is an independent, non-profit organization working in the field of providing humanitarian services and development programs for the most vulnerable and the most fragile group. Since its establishment, it has adopted a vision to be distinguished and effective in empowering the Syrian community to become more resilient and sustainable through the implementation of humanitarian projects that directly meet the community’s needs.

AHF has applied Quality Management System (QMS) according to the requirements of the international standard “ISO 9001: 2015” to ensure the achievement of the vision and objectives of AHF in accordance with the principles and requirements of humanitarian work. It is also committed to continuous performance improvement through evaluation and audit results and lessons learned.

From this perspective, AHF is committed to a Quality policy to provide Quality humanitarian services and development programs that meet the needs of the direct beneficiary and achieve the satisfaction of all stakeholders who deal with the AHF through:

• Commitment to achieving local and international legal requirements and legislation in order to enhance the AHF’s internal compliance.
• Commitment to applying the standards of humanitarian work represented by international humanitarian law and the principles of humanitarian work (humanity – neutrality – impartiality – independence) in addition to the following nine core humanitarian standards:

1. Communities and people affected by crisis receive assistance appropriate and relevant to their needs.
2. Communities and people affected by crises have access to the humanitarian assistance they need at the right time.
3. Communities and people affected by crises are not negatively affected and are more prepared, resilient, and less at-risk as a result of humanitarian action.
4. Communities and people affected by crises know their rights and entitlements, have access to information and participate in decisions that affect them.
5. Communities and people affected by crises have access to safe and responsive mechanisms to handle complaints.
6. Communities and people affected by crises receive coordinated, complementary assistance.
7. Communities and people affected by crises can expect the delivery of improved assistance as organizations learn from experience and reflection.
8. Communities and people affected by crises receive the assistance they require from competent and well-managed staff and volunteers.
9. Communities and people affected by crises can expect that the organizations assisting them are managing resources effectively, efficiently, and ethically.

• Ensure coordination and cooperation with stakeholders, contributing to a better humanitarian response to the affected groups.
• Focusing on development in work performance and continuous improvement to ensure the provision of humanitarian services better suited to the principles and requirements of humanitarian work, in addition to creating a qualitative advantage for humanitarian projects provided for the benefit of direct and indirect beneficiaries.
• An appropriate response to limit climate change and contribute to mitigating its effects is by paying attention to preserving the environment and reducing pollution, in addition to rationalizing the consumption of natural resources during the implementation of humanitarian projects and resorting to innovation to avoid negative effects.
• Make decisions based on the results of the analysis of correct and documented information.
• Developing human resources as the mainstay and real investment and educating AHF’s members about quality policies and AHF’s objectives, systems, and procedures.
• Providing an appropriate and safe work environment for AHF’s employees and volunteers that is free from pollution and noise while rationalizing the consumption of natural resources.
• Ensuring that beneficiaries and stakeholders are satisfied by measuring the extent of satisfaction with the humanitarian services and development programs provided and working to raise the level of beneficiaries’ satisfaction by continuously improving the services provided.
• Adopting a professional project management methodology based on monitoring, evaluation, and analysis to ensure the effective implementation of humanitarian projects and their achievement of the objectives set for them.
• Adopting the principles of protection and humanitarian accountability as a valuable means to ensure the provision of humanitarian services and their access to the beneficiaries by dealing responsibly with issues related to them and taking what is necessary to address them as soon as possible.
• Encouraging the AHF staff to participate and express suggestions and opinions that help develop the work.
• Follow up and evaluate the planned quality goals on a regular basis in order to permanently improve the quality management system based on the results.
• Training of AHF staff to understand and implement this policy.