MENA recommended Feedback and Complaint Topics: Health Mental health and psychosocial support (MHPSS) Education Water sanitation & hygiene (WASH) Shelter (accommodation) Safe shelter (for GBV, trafficking survivors, etc.) Communication and participation Gender-based violence (GBV) Child protection (CP) Statelessness 4.2.4 FCRM Communication Channels In the MENA region, many UNHCR operations and partners apply innovative technologies and digital channels within their FCRM, which was expanded during the COVID-19 pandemic. Active steps were also taken to reach older persons, children and adolescents, and people with hearing, visual, mobility or learning difficulties. In light of the strengths and limitations of different communication channels, their selection and adaptation should always involve consultation with communities of all AGD groups. The following table provides a non-exhaustive list of the most frequently used channels, their strengths and limitations/risks. Registration Refugee Status Determination (RSD) Resettlement (RST) & complementary pathways Sexual Exploitation and Abuse Misconduct including corruption, and fraud Cash Legal and Physical Protection Digital Feedback and Complaint Channels Channel Strengths Limitations/Risks Contact Centre (Hotline/call centre/helpline) Can be used to reach people in real-time Often available at the national and local levels Multiple hotlines for the same population and purpose Can reach people with mobility difficulties Users need to have access to phones Useful for people with different literacy levels Is not an in-person channel, which is preferred by communities Multiple organizations can use the same system Time and resource consuming Functional phone and e-mail for assigned focal points Often available at the national and local levels. Time and resource consuming Can reach people with mobility difficulties Staff turnover may compromise a timely response Multiple organizations can use the same system If not effectively managed, it can impact confidentiality Digitally empowered volunteer network Increase outreach Time and investment in selection and training Can support positive community behavioral change May require incentives or compensation Useful for people with different literacy levels Can empower communities and build trust Provides an in-person dialogue Often high levels of dropout and varying degrees of commitment May require high level of coordination, active supervision, and ongoing support MENA AAP TOOLKIT: STRENGTHENING INCLUSION AND ACCOUNTABILITY TO AFFECTED PEOPLE 22