Tool 4.4.1.4 - UNHCR MENA Template Feedback, Complaints and Response Mechanisms SOP Template Category: SOP Organization: UNHCR Country/ies: MENA Regional Bureau Link: MENA Template FCRM SOP Sections of the MENA Template FCRM SOP Profile: The SOP Template incorporates good practices and lessons learned across MENA and Türkiye to facilitate the development and implementation of an effective FCRM. • Introduction • Objective • Scope Why to Use the Tool: The SOP Template describes key issues to be considered when developing an FCRM SOP. UNHCR and partners can add or modify existing work flows to meet their operational requirements. The Template can help accelerate the process for establishing FCRM procedures in field locations facing multiple competing priorities. • Feedback and Complaints Channels How to Use the Tool: The SOP Template is available in editable WORD format. It can be used in a modular manner, allowing for one or several of its sections to be adapted by the user. • Procedures for Processing Feedback and Complaints Tool 4.4.2 - • Roles and Responsibilities • Organigram • Quality Assurance • Information Management • Feedback and Complaint Categories and Response Timeframes • Data Analysis and Reporting • Annexes Contact Centre and Guidance Contact Centre is an umbrella term used to describe hotlines/helplines/call centres and other similar telephone-based two-way communication channels. Contact Centres are widely used in MENA for twoway communication, feedback, and complaints. UNHCR MENA operations have been pioneers in the Tool 4.4.2.1 - development and implementation of this solution. Contact Centres allow for remote communication with affected people via phone (mobiles or landlines) as well as through internet-based telephony. Contact Centres constitute an accessible, affordable, and easy-to-use twoway communication channel. Helpline SOP – UNHCR Jordan Category: SOP and Guidance Organization: UNHCR Country: Jordan Link: Helpline SOP – UNHCR Jordan Profile: This SOP is an essential tool that provides a comprehensive framework to establish and manage a sophisticated call centre. This includes the use of Interactive Voice Response (IVR) and a ticketing system linked to the Refugee Assistance Information System (RAIS). The SOP has supported the implementation of the helpline in Jordan. This helpline is one of the first of its kind for humanitarian responses and has inspired other call centres, including multi-country ones. The helpline provides information on services and responds to feedback and complaints of all kinds. Refugees, asylumseekers and host community members are regular users of this two-way communication channel. Additional information: UNHCR Jordan Helpline background information and Updated Usage Information. Why to Use the Tool: While the scale and scope of the Jordan Helpline is larger than those of other contact centres, the tools and practices covered by this SOP may be very useful when developing effective call centres MENA AAP TOOLKIT: STRENGTHENING INCLUSION AND ACCOUNTABILITY TO AFFECTED PEOPLE 27