Egypt Refugee Appeal For Refugees from Africa, Iraq and Yemen 2018 | Page 15

Egypt Response Plan 2018
ACCOUNTABILITY FRAMEWORK
The partners in this appeal will continue to actively engage in community outreach to understand the concerns
and needs of men, women, boys and girls from sub-Saharan Africa, Yemen and Iraq, and maximize coverage and
service provision. Refugee and asylum-seekers will be engaged through community meetings, sector-specific
focus group discussions, assessments, and studies, as well as through UNHCR’s annual participatory assessment.
Partner agencies in all sectors will also incorporate complaints and review mechanisms to ensure community
concerns are addressed in a timely and effective manner.
This will ensure that refugees and asylum-seekers are
involved in all stages of sector programme designs,
evaluation, and implementation as well as in determining
their priorities and identifying appropriate solutions. The
community centres will also act as key locations for
refugees to receive information on humanitarian agencies’
interventions and services, through posters, videos, and
regular direct interaction with staff members of UNHCR
and partners
The Communication with Communities working group
focuses on analysing and identifying effective and
feasible channels of communication for refugees
and asylum-seekers, with an emphasis on the most
vulnerable. It aims to enhance coordination among
partners in identifying information needs and gaps and
improving direct feedback mechanisms with the refugee
community. This includes informing affected communities
of available services and assistance programme and
asking for feedback on their quality and relevance as
means for inclusion in the decision-making processes and
engagement in the design and delivery of interventions.
Thereafter, concerns from communities are fed into sector
plans and policies.
The UNHCR Infoline provides a systematic method of
answering queries from beneficiaries both efficiently and
effectively. Its 12 call attendants respond to an average of
750 calls daily regarding issues on assistance, protection,
registration, RSD, and durable solutions. The infoline
assists refugees in seven languages: English, Arabic,
French, Amharic, Oromo, Tigrinya and Somali.
All sector working groups and sub-working groups meet
on a monthly basis