to avoid the effects of armed conflicts, situations of generalized violence, violations of human rights or natural or human-made disasters, and who has not crossed an internationally recognized State border. (UNHCR Master Glossary of Terms) Organizational Learning and Adaptation: The overall measurement of organizational performance on accountability to forcibly displaced and stateless persons. This can be measured and reported on at a strategic level, and fulfils UNHCR’s organizational accountability commitment in leadership and governance. (UNHCR Operational Guidance on AAP) Persons with specific needs: Any person who requires specific targeted assistance in order to enjoy the full range of his or her human rights. Children (especially unaccompanied and separated children), victims of trafficking, women at risk, older persons, and persons with disabilities are among the groups that often have specific needs. (UNHCR Master Glossary of Terms) Refugee: Any person who meets the eligibility criteria under an applicable refugee definition, as provided for in international or regional refugee instruments, under UNHCR’s mandate, or in national legislation. (UNHCR Master Glossary of Terms) Returnee: A former refugee who has returned from a host country to their country of origin or former habitual residence, spontaneously or in an organized fashion, with the intention of remaining there permanently and who is yet to be fully integrated. Returnees include those returning as part of the operationalisation of the cessation clauses in the 1951 Convention and regional equivalents. The High Commissioner has a protection and solutions mandate for returnees as former refugees. (UNHCR Master Glossary of Terms) Sensitive Complaints: Sensitive complaints are typically related to staff conduct or any issue that the complainant may fear recrimination or victimization for. (UNHCR Operational Guidance on AAP) Stateless persons: A person who is not considered as a national by any State under the operation of its law, either because they never had a nationality, or because they lost it without acquiring a new one. (UNHCR Master Glossary of Terms) MENA AAP TOOLKIT: STRENGTHENING INCLUSION AND ACCOUNTABILITY TO AFFECTED PEOPLE 43