Standards › Standard 2E › Standard operating procedures (SOPs)
Standard operating procedure (SOP) · WRK-SOP-007 · Version 1.0 · Approved by the ASF Expert Committee
Supports: 2E.6
At a glance
- Run a staff feedback survey on WRK-FRM-004 at least once a year.
- Share the results with all staff within 3 months.
- Agree at least one action from the results, with an owner and a date.
- Report the actions back to staff.
- Stop and get help straight away if: no staff feedback has been gathered in the last 12 months.
1. Purpose
To hear what staff think about working in the organisation, and to act on it in a visible way [EC].
2. Scope
| Applies to | All workforce members |
| Locations | All services |
| When | Yearly survey, results within 3 months, actions reported quarterly |
| Does not apply to | Individual complaints, which follow WRK-SOP-005 |
3. Definitions
| Term | Meaning |
|---|---|
| Survey | A standard questionnaire given to all staff, anonymous unless the person chooses otherwise |
| Action | A specific change agreed in response to results, with an owner and a date |
4. Background
Staff who see that feedback leads to change are more likely to give it. Anonymous surveys with visible action give the most honest results.
5. Responsibilities
| Role | Responsibility | Competence |
|---|---|---|
| Human resources lead | Runs the survey and analyses results | HR and analysis |
| Chief executive | Receives the results and agrees the actions | Executive |
| Service managers | Own and report the actions for their teams | Management |
6. Materials and equipment
| Item | Requirement | Condition |
|---|---|---|
| Staff feedback survey template (WRK-FRM-004) | Current | Reviewed each year |
7. Safety
- Anonymity is kept. Results are reported only for groups of at least 5 people.
8. Before you start
- Confirm the survey template and the reporting groups are agreed.
9. Procedure
Step 1. Run the survey.
- Issue WRK-FRM-004 to every staff member.
- Keep it open for at least 2 weeks.
Key point: Every staff member has the same chance to respond.
Step 2. Analyse.
- Summarise results by theme and by team, for groups of 5 or more.
- Highlight the three most important issues.
Key point: Analysis is short and clear.
Step 3. Share results.
- Share the summary with all staff within 3 months.
- Explain what will change and what will not, with reasons.
Key point: Sharing results is required, not optional.
Step 4. Act and report back.
- Agree actions with owners and dates.
- Report progress to staff each quarter.
Key point: Action visible to staff is the test of this process.
10. Decision points
- If results show a serious safety or wellbeing issue, it is passed to WRK-POL-003 at once, not held for the annual report.
11. Special situations
| Situation | Action |
|---|---|
| Low response rate | Repeat the survey within the year and explain what was done to raise response. |
12. Escalation
- Results showing a serious concern are reported to the chief executive within 2 weeks.
13. Monitoring
| Measure | Target | Frequency | Owner | If not met |
|---|---|---|---|---|
| Survey run in the last 12 months | 100% | Yearly | Human resources lead | Escalate to chief executive |
| Results shared within 3 months | 100% | Each survey | Human resources lead | Escalate to chief executive |
| Actions with owner and date | 100% | Quarterly | Service managers | Escalate to chief executive |
14. Records
| Record | Kept in | Retention |
|---|---|---|
| Completed surveys (anonymous) | HR files | 3 years |
| Action plan from results | HR files | Employment plus 6 years |
15. Training
- Managers are briefed on how to present results and agree actions.
16. Related documents
| ID | Title | Use |
|---|---|---|
| WRK-FRM-004 | Staff feedback survey template | Survey used in step 1 |
| WRK-SOP-005 | Staff grievance and investigation procedure | Individual concerns |
17. Evidence
| Reference | Note |
|---|---|
| E-006 | ASF Policy Framework v1.2. Adapted. |
| E-009 | ASF Expert Committee consensus. |
18. Change history
| Version | Date | What changed | Approval |
|---|---|---|---|
| 1.0 | the date of approval | First version | set Expert Committee approval |
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References
- Accréditation Sans Frontières (2026). ASF Policy Framework v1.2. (E-006)
- Accréditation Sans Frontières (2026). ASF Expert Committee consensus on Standard 1. (E-009)