Effective Communication by The Family Hope Program (PKH) Facilitators in Resolving Conflicts Misdirected Social Assistance

Abstract

The distribution of social assistance that does not reach its intended targets often triggers conflicts at the village level, such as jealousy, dissatisfaction, and a decline in public trust in government programs. This study was conducted in Matangaji Village with the aim of analyzing the role of effective communication by Program Keluarga Harapan (PKH) facilitators in overcoming conflicts that arise due to social assistance that does not reach its intended targets, identifying barriers to communication faced by PKH facilitators, and identifying efforts to resolve social assistance conflicts. This qualitative descriptive study includes a literature review, field observations, and case analysis of the Program Keluarga Harapan (PKH) in Matangaji Village. The results show that PKH facilitators can resolve social disputes through open, empathetic, and persuasive communication. A dialogical and deliberative approach involving the community proved effective in easing tensions and building a common understanding of the mechanisms and criteria for aid recipients. In addition, the facilitators' ability to convey information clearly, listen to complaints, and remain neutral and fair plays a significant role in building community trust. Thus, effective communication by PKH facilitators not only serves as a means of conveying information but also as a strategy for resolving social conflicts in Matangaji Village. Strengthening the communication skills of facilitators and ensuring transparency in the distribution of assistance are important factors in the sustainability of the PKH program.