ANNEX 1 . 77 On an annual basis, findings from investigation are analysed to identify trends and areas where more resources should be devoted, as well as make recommendations to improve processes and practices. This analysis is presented in the DIOS annual report. In 2016, the Agency handled 317 allegations, and 299 in 2015. DIOS monitors the percentage of cases closed within 6 months, the cases open at the end of any given year, and the average number of days to complete each case for both DIOS led and decentralised cases as well as actions taken. UNRWA faces challenges with regards to decentralised investigations regarding ensuring consistency of how investigations are handled across the organisation and the workload of the focal points assigned to each field. DIOS acknowledges that risks still exist in the conduct of decentralised investigations by operational staff, both in terms of the technical skills of these investigators, and a lack of structural independence from Field Office Senior Management. Measures to mitigate this include in 2016 issuing the Investigation Policy as a technical instruction, describing the framework for all misconduct investigations in the Agency, including rights and obligations of staff, applicable to all investigations, whether initiated by a Field Office or by DIOS UNRWA’s Core Values and Standards of Conduct, and its Handbook on Ethics outline organisational expectations around the reporting of incidents and Standard Operating Procedures have been developed and implemented in 2017 for reporting on incidents with staff or assets. Regarding staff security, there are established reporting pathways for all identified threats to the safety and dignity of beneficiaries or staff. UNRWA Security Information Management System is the means by which reports on all safety and security-related incidents – at Camp and Area level - are captured and conveyed to local UNDSS (United Nations Department of Safety and Security) and to UNRWA Headquarters. On an annual basis, UNRWA also prepares reports on cases of sexual exploitation and abuse, breach of neutrality, and fraud. In 2016, in the five cases where discipline was recommended and action taken against UNRWA staff, 4 involved allegations of Sexual Exploitation and Abuse. In 2 cases, the staff 1, 2, 3, 6, 8, 15, 17, 24, 29, 31, 43, 79, 80, 81, 134 members were dismissed, in one case the Field Office decided not to take any action with respect to a substantiated allegation of sexual harassment and in the last case staff member accused of sexual harassment resigned from the Agency before his anticipated dismissal as a result of the DIOS investigation. UNRWA participates in UN-wide initiatives to improve investigations addressing sexual exploitation and abuse and sexual harassment. UNRWA is committed to developing and implementing internal oversight work plans that address enterprise risk and, therefore, further UNRWA’s ability to achieve its strategic objectives. UNRWA monitors the implementation of projects, action taken to resolve issues that represent risks to successful project implementation and reporting to the Department of External Relations and Communications on issues that may require communication to concerned donors and host authorities. UNRWA recently adopted a Neutrality Framework that not only builds on the existing regulatory framework pertaining to UNRWA’s compliance with humanitarian principles, but also reflects existing practices and responds to recommendations issued by applicable United Nations Boards of Inquiry. The purpose of the Framework is to serve as a repository of existing standards, practices and procedures with regard to neutrality and to introduce new standards and procedures, where deemed necessary. UNRWA’s Ethics office has developed a mandatory all-staff e-course on social media and neutrality, as well as a three-hour face-to-face training on social media for managers and supervisors. UNRWA’s implementation of recommendations made by the UNBOA in monitored and reported on in its audited financial statements. MI 4.5 Evidence confidence High confidence