or similar two-way communication channels of varying scale. For instance, the SOP offers detailed information on how to establish operators’ teams and information management systems. How to Use the Tool: It can be used to design and establish call centres and similar two-way communication channels. The below solutions and annexed can be used in different contexts: • Interactive Voice Response (IVR) Tree (Annex 1) • • • • • • Team composition and Helpline organigram (Annex 2) Helpline team TORs (Annex 3) Prompt messages (Annex 6) Training materials (Annex 11) Helpline dashboard template (Annex 18) UNHCR Jordan Helpline (06-4008000) -at a glance During COVID-19 the Helpline has been the primary communication channel between UNHCR and refugees. A comprehensive rehaul in 2021 led to improvements to ensure that the Helpline serves as an effective communication channel. As part of these efforts, forty consultations and training sessions were facilitated for community members with the number of call channels increasing from 52 to 120. During 2022, more than 2.2 million calls were responded in English, Arabic, and Somali. Top call themes included cash assistance, resettlement, registration, feedback and complaints and other protection issues. The Helpline team operates from Sunday to Thursday, 8AM to 4PM while the IVR functions 24/7. FAQs (Annex 21) Tool 4.4.2.2 - Contact Centre - Iraq Information Centre Process Flow Category: Contact Centre Organization: UNHCR Country: Iraq Link: IIC Accountability to Affected People (AAP) Process Flow Profile: The IIC AAP process flow is a handy tool to ensure adequate management of calls through RAIS in a highly demanding humanitarian context. Since 2015 to 2022, the Tool was a key resource to reduce information gaps by providing evidence-based information to the humanitarian responders. Further information on the IIC can be found through the Iraq Information Centre (IIC) Dashboard. @UNHCRJordan @UNHCRJordan @UNHCRJordan Why to Use the Tool: The Tool enables an interagency coordinated response to queries, feedback and complaints across multiple sectors and the required steps to effectively close cases and referrals. This Tool can be particularly useful in emergency contexts with large number of forcibly displaced people and multiple partners. help.unhcr.org/Jordan Interactive Voice Response (IVR) Menu, UNHCR Jordan 2022. MENA AAP TOOLKIT: STRENGTHENING INCLUSION AND ACCOUNTABILITY TO AFFECTED PEOPLE 28