3.1 Reception of Asylum-Seekers 3.1.1 Reception Procedures Reception is generally the first point of contact between persons of concern and UNHCR, particularly in urban operations. Individuals may, for instance, approach UNHCR Offices to obtain information regarding UNHCR’s mandate and activities, seek assistance and protection, including asylum, renew UNHCRissued documents, or report protection problems and seek assistance. In host countries/countries of asylum where UNHCR does not have a physical presence, reception activities may be conducted through partners. In such instances, UNHCR must provide relevant training and exercise oversight of reception procedures. The guidance in this Unit is relevant and should inform to the extent possible the reception arrangements with UNHCR partners. Each UNHCR Office should establish detailed procedures for the reception of asylum-seekers and refugees who approach the Office. UNHCR Offices should make the necessary arrangements to ensure that individuals can contact or approach UNHCR without an appointment (e.g. specifically designated time slots, flexible daily schedules with time allotted for unscheduled arrivals, etc.). Wherever possible and appropriate, different reception time slots should be established for individuals who do not feel safe to approach the Office during normal reception hours. UNHCR Offices should maintain adequate physical facilities for the reception of asylum-seekers and other persons of concern to UNHCR and should ensure that asylum-seekers with disabilities and other specific needs have adequate access to UNHCR facilities. Conditions in established waiting areas should promote the health and well-being of the individuals who use these facilities (for further guidance on establishing appropriate UNHCR RSD facilities see § 2.3 – Physical Facilities for RSD Procedures, as well as UNHCR’s Guidance on Registration and Identity Management). In each UNHCR Office, a designated Reception staff member, assisted by security staff and other Reception staff as required, should coordinate the orderly entry and appropriate reception of asylumseekers in the Office (see also § 2.4 – Office Security). All efforts should be made to protect the dignity and privacy of individuals during reception (for further guidance see § 3.1.5 – Confidentiality in Reception Procedures. The designated Reception Staff member should meet with all individuals as soon as possible after their arrival at the UNHCR Office gate, to assess the type of assistance they are seeking and to coordinate referral to the appropriate UNHCR procedures. Individuals who wish to apply for RSD should be referred to procedures to apply for RSD (see § 3.2 – Registration Procedures for Applicants for RSD). Applicants who have a scheduled RSD Interview or appointment should be asked to present their Appointment Slip or other appropriate means to confirm that an interview or appointment was scheduled (see § 3.5.1 – General RSD Scheduling Procedures). Once the appointment is confirmed, the appropriate staff member should be notified and the Applicant should be directed to the reception waiting area until the staff member is able to receive the Applicant. When long waiting periods are anticipated in reception, UNHCR Offices should develop a system for orderly processing (i.e. assigning numbers or recording names on a list used by Reception staff). Reception 98 Procedural Standards for RSD under UNHCR’s Mandate