This Collaboration Case Note describes TAI efforts to establish a clear structure and parameters for Secretariat support to individual members, complementing collective initiatives. The TAI Secretariat established “office hours” during which staff time would be dedicated to member support requests submitted via email, text message, or Slack.
The Secretariat fulfilled 29 requests in 2020, and members reported benefitting from more robust and thoughtful program strategies and improved grantee partner onboarding processes. Barriers to further requests include member’s lack of awareness among some member staff and uncertainty around the Secretariat’s real-time availability.
