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How to set up a balanced recruitment process

Looking to hire staff that share not only your social vision but will help your institution achieve financially success? Read about ADRA’s experience on how it developed a staff recruitment process to support both its social and financial goals. In this case you will find sample job adverts, tested recruitment questions to help identify a candidate’s real values, as well as lessons learned by ADRA implementing this system over time. Developed by COPEME, the case is available in English and Spanish.

How to ensure client confidentiality is enshrined in policy

Client confidentiality is a cross-cutting issue, and needs to be considered across a range of institutions policies and procedures. FinDev Azerbaijan has shared a number of policy language extracts related to client data confidentiality, as well as a disclosure statement from the loan application form. These samples can serve as inspiration for any institution that would like to improve their client confidentiality policies.

Join us for the 2015 Borrow Wisely Campaign!


Dear friends,

We’re proud of what we achieved during the 2014 Borrow Wisely Campaign: over 1 month, 12 partners in 9 countries worked to educate over 5,300 people every day on responsible borrowing. We’re looking to build on those results in 2015, and we want you to be involved!

How to support clients to make informed decisions

What do clients need to know to be successful members of a lending group? Muktinath Bikas Bank has developed a rigorous pre-group training, and this case study looks at how it trains its staff to train its clients through its Pre-Group Training Manual. This training works with potential clients to introduce them to the institution, its work, products and services, rules, the importance of credit discipline and the benefits of the group mechanism.

Why low literacy levels are not an obstacle to conducting client satisfaction surveys

The Peoples Bank of Caraga (Philippines) has many clients with limited literacy skills – yet still they are able to collect effective client feedback about their work. Find out how in this new case study, which looks the steps that PBC took to develop and implement their client feedback system (in partnership with a local NGO). You can also see the questionnaire template and read key recommendations drawn from PBC’s experience. Written by MCPI (Philippines), the case is available in English.

Interested in learning about staff appraisal systems?

So just how well are your staff performing? This case study provides a practical overview of the process of developing and implementing FinDev’s staff performance appraisal system and salary compensation scheme. The case includes lessons learned and tips directly from FinDev staff, examples of performance evaluation criteria, example of staff exit survey questions, and more. This case study, developed by AMFA (Azerbaijan) is available in English and Russian.

What can national networks do to support member compliance with the Universal Standards?

AMFIU documented its 6 years of experience on introducing SPM in Uganda, and later supporting members in SPM implementation through its SP Fund project. This new case study provides examples of activities that network can successfully implement, many lessons learned, as well as key challenges the network faced (and solutions). The case study is available in English and French.