IMARET’s Role During SARS-CoV-2/COVID-19

Medical NGOs are key players during a pandemic with a unique capacity to execute a community-based approach in providing information, forming joint-working groups, and developing strategies for effective response – hence bridging the gaps between knowledge and practice. ^{Reference Mahmood and Caballero-Anthony6} During the SARS-CoV-2 pandemic, IMARET focused on coordination of fundraising and volunteering activities, providing medical supplies and medical volunteers, providing social support to vulnerable communities, complementing the government by identifying the unmet needs, and above all, networking with other NGOs to minimize redundancy – hence amplifying the impact of response.

Identifying Needs

During this pandemic, most government health care facilities were instructed to facilitate screening and treatment of suspected COVID-19 patients. Echoing the strategies outlined by the WHO to contain the infection and reduce transmission among health care workers (HCWs) ⁷ has resulted in a sudden change in nationwide standard operating procedure that disrupted the usual workflow and caused demands of items like tents and portable fans. IMARET’s needs assessment was pertinent here in ensuring appropriate funds allocations.

Health care workforce shortages were noted worldwide, and the Centers for Disease Control and Prevention recommended strategies, including communicating with local health care coalitions in identifying additional HCWs to be deployed in critical areas, ⁸ which were adopted by Malaysia’s MOH, and IMARET had responded by recruiting medical volunteers for deployment.

PPE and medical equipment shortages were identified by IMARET through social media platforms, namely, Facebook, Instagram, Twitter, and networks such as WhatsApp and the mainstream media. ⁹ IMARET complemented the MOH efforts by delivering donations of PPEs while awaiting supplies from the government. IMARET’s previous experience in managing a humanitarian crisis proved valuable ^{Reference Lim10} as common logistic issues, such as trans-Atlantic transportation of equipment and lack of materials were overcome with the networks under the Federation of Islamic Medical Associations and national agencies, such as the Malaysian Armed Forces.

Support for the vulnerable communities was also prioritized as they have limited access to health care, food, and basic hygiene supply. IMARET has been recognized in Malaysia as one of the key advocates for marginalized communities’ well-being, ^{Reference Tahir, Agussaiful and Hisham11} thus, we assisted the national efforts for the contact tracing of refugees and screening by communicating with the community leaders.

Collaborative Whole-of-Society Approach

Learning from the past, local communities have responded to the bureaucracy barriers identified in the health care system by forming a multidisciplinary task force under the National Security Council, creating new guidelines on information sharing, and improving communications. ^{Reference Mohd, Fathi and Harun12} Past experiences have proven that a conventional state public health approach alone is insufficient. The health care system requires a holistic model incorporating advanced public health tools, local authorities, and non-governmental bodies. ^{Reference Schwartz and Yen13} This collaborative whole-of-society approach adopted by the WHO emphasized the role of non-state players, such as the community and NGOs, assisting the government in distributing resources, obtaining and disseminating information, and representing community interest. ⁵ Taiwan is an exemplary country that has embraced this concept in handling COVID-19. ^{Reference Schwartz and Yen13}

To play an effective role in the whole collaborative governance, an NGO requires the establishment of trust and accountability, and the ability to be resilient, flexible, and resourceful. ^{Reference Schwartz and Yen13}

IMARET Crowdfunding and Social Media Utilization

Social media have been a powerful tool during this pandemic, not only for creating awareness but also for crowdfunding. IMARET launched fundraising campaigns with social media influencers and corporate companies, which received generous support throughout the 85 days of our fundraising campaign – enabling provision of PPE, medical equipment, food packs, and hygiene kits to the recipients. ^{Reference Savitha14} Hashtags such as #kitajagakita (“looking after one another”) and #kitapastimenang (“we will win”), which symbolized unity and optimism, were used to garner the public’s support. ^{Reference Mahmood and Caballero-Anthony6}

One study has shown that social media disseminate the latest news in a short time with a large geographical coverage, ^{Reference Pee15} and it is generally acknowledged that messages with human values tend to influence more engagements with social media contents. IMARET has replicated this approach successfully through our social media contents.

Overcoming the Challenges

IMARET received a sharp surge of funding during the early stages with overwhelming social media responses. Consequently, burn-out signs were seen among the task force. In response to this, contingency plans were formulated to systematically handle the demands by drawing an effective workflow plan for request of PPE and equipment and by emphasizing tactful messages of a medical NGO’s limitation.

Another limitation is the insufficient workforce, as most of the task force were volunteers who are medical personnel with primary duties. However, the desire to contribute and seeing social media updates played a role in motivating them. IMARET addressed the workforce issue by engaging with other NGOs and non-health-care volunteers for tasks involving logistics.

Bureaucracy, such as the protocols involved when delivering assistance to health care facilities, was also a challenge, and the anticipation of this has led us to swift rectification through our engagements with the government.