September 2025 — Over the past year, Zambia has faced multiple emergencies. One of the worst cholera outbreaks in decades affected over 22,000 people, a prolonged drought impacted 6 million across 84 districts, and outbreaks of mpox, meningitis, and measles added further strain on communities.

Amid these crises, UNICEF and partners have shown that listening to communities is essential. Strengthened Community Feedback Mechanisms (CFM) ensure that people’s concerns, ideas, and solutions directly shape humanitarian responses.

Voices that Guide Action

“Our voices are being heard, and solutions are coming from what we share.” – Community member, drought-affected district

UNICEF and partners prioritize approaches that actively integrate community input. Community dialogues and clinic discussions reached nearly 17,000 people—including women, youth, traditional leaders, and caregivers. These discussions surfaced practical concerns such as access to clean water, nutrition support, and local coping strategies, which were then integrated into program planning.

Radio programs and toll-free hotlines enabled over 61,000 calls to the National Emergency Operations Centre (909) and 26,000 calls to Childline Zambia (116 and 933). Feedback collected through these channels informed immediate action, from mobile clinic deployment to reporting service gaps.

Through social listening and rapid qualitative assessments, interviews, focus groups, and monitoring social networks revealed community perceptions, rumours, and cultural beliefs. Misconceptions linking malnutrition to witchcraft led to culturally sensitive interventions like cooking demonstrations and nutrition education.

Community input also guided adjustments to service delivery. Complaints about long waiting times prompted staggered clinic schedules. Reports of water shortages during cholera outbreaks led to temporary water points being installed. Youth-led feedback influenced the inclusion of peer education sessions in health and protection programs.

Importantly, marginalized voices—including adolescents, women, people with disabilities, and rural populations—were actively engaged, ensuring that those most affected could influence decisions that impact their lives.

Closing the Loop Builds Trust

Feedback has already produced tangible results. Side effects from nutrition supplements prompted sensitization sessions and cooking demonstrations. Cholera outbreak feedback guided water and sanitation interventions. Radio and hotline input highlighted gaps in referral systems, now addressed through training and stronger collaboration.

“We trust the system more because we see our concerns acted upon.” – Caregiver, cholera-affected district

Communities now see that their voices matter. Feedback leads to concrete changes, building confidence in humanitarian efforts and strengthening the relationship between service providers and the people they serve.

Lessons Learned

• Integration is critical: CFM is embedded across health, nutrition, WASH, and protection programs, ensuring a holistic approach that addresses multiple needs simultaneously.

• Feedback must lead to action: Communities build trust when they see their input translated into tangible program improvements.

• Multiple channels strengthen reach: Combining radio, hotlines, community dialogues, and social listening captures a comprehensive view of community concerns.

• Partnerships drive scale: Collaboration with the Ministry of Health, DMMU, civil society, and local NGOs ensures that feedback informs decisions at national and district levels.

• Cultural sensitivity matters: Understanding local beliefs and addressing rumours— such as linking malnutrition to witchcraft—helps design interventions that are acceptable and effective.

• Inclusive participation enhances relevance: Engaging marginalized groups, including women, youth, people with disabilities, and rural populations, ensures programs reflect the needs of those most affected.

• Rapid response increases impact: Acting quickly on feedback—like adjusting clinic schedules or installing temporary water points—demonstrates responsiveness and reinforces community confidence.

• Continuous learning strengthens systems: Regularly capturing and analyzing feedback allows humanitarian actors to adapt strategies in real time and improve preparedness for future emergencies.

Looking Ahead

Challenges remain, including limited digital tools for frontline staff, weak referral pathways, and underdeveloped mechanisms beyond health. Yet the momentum is clear. Zambia is fostering a culture of accountability, where emergencies are met not only with supplies and services, but also with dialogue, listening, and respect for communities’ voices.

By institutionalizing feedback loops, Zambia is responding more effectively today while laying the foundation for resilient, trusted, and community-driven humanitarian action in the future.