annual operational report 2019 - unrwa

annual operational report 2019for the reporting period 01 January – 31 December 2019

© UNRWA 2020The development of the Annual Operational Report was facilitated by the Department of Planning, UNRWA.

About UNRWA

UNRWA is a United Nations agency established by the General Assembly in 1949 and is mandated to provide assistance and protection to a population of over 5.6 million registered Palestine refugees. Its mission is to help Palestine refugees in Jordan, Lebanon, Syria, West Bank and the Gaza Strip achieve their full human development potential, pending a just solution to their plight. The Agency’s services encompass education, health care, relief and social services, camp infrastructure and improvement, microfinance and emergency assistance. UNRWA is funded almost entirely by voluntary contributions.

UNRWA Communications Division

P.O. Box 19149,

91191 East Jerusalem

t: Jerusalem (+972 2) 589 0224

f: Jerusalem (+972 2) 589 0274

t: Gaza (+972 8) 677 7533/7527

f: Gaza (+972 8) 677 7697

www.unrwa.org

Cover photo: Two pupils at the New Gaza Co-Ed School, Gaza. © 2020 UNRWA Photo by Khalil Adwan.

table of contentsacronyms and abbreviations 7executive summary 8report overview 10chapter one: context 11 1.1. political, economic and security developments 1.1.1. syria 12 1.1.2. lebanon 12 1.1.3. jordan 13 1.1.4. gaza 13 1.1.5. west bank 14

1.2. operational and organizational developments 1.2.1. syria 15 1.2.2. lebanon 15 1.2.3. jordan 15 1.2.4. gaza 16 1.2.5. west bank 16

1.3. legal matters 1.3.1. agency staff 17 1.3.2. agency services and premises 18 1.3.3. other matters 20 1.3.4. legal status of palestine refugees in the agency area of operations 20

1.4. financial overview 21

chapter two: annual reporting under the mts strategic outcomes 25 2.1. strategic outcome one: protection 26 2.2. strategic outcome two: health 31 2.3. strategic outcome three: education 36 2.4. strategic outcome four: livelihoods 42 2.5. strategic outcome five: food, shelter and environmental health 49 2.6. management and operational effectiveness 53 2.7. accountability to affected populations 57 2.8. protection from sexual exploitation and abuse 59 2.9. grand bargain 60 2.10. environmental protection 61 2.11. value for money 63

chapter three: annual reporting under the 2019 oPt emergency appeal 64 executive summary 66 3.1. funding summary 68 3.2. gaza: sector-specific interventions 69 3.2.1. strategic priority one 69 3.2.2. strategic priority two 72 3.3. west bank: sector-specific interventions 77 3.3.1. strategic priority one 77 3.3.2. strategic priority two 78 3.4. gaza, west bank and headquarters 80

3.4.1. strategic priority three 80

chapter four: annual reporting under the 2019 syria regional crisis emergency appeal 83 executive summary 85

4.1. funding summary 87

4.2. syria: sector-specific interventions 88

4.2.1. strategic priority one 88

4.2.2. strategic priority two 90

4.2.3 strategic priority three 95

4.3. lebanon: sector-specific interventions 97 4.3.1. strategic priority one 97 4.3.2. strategic priority two 99 4.3.3. strategic priority three 105 4.4. jordan: sector-specific interventions 106 4.4.1. strategic priority one 106 4.4.2. strategic priority two 107 4.5. regional response 111

chapter five: annual reporting under the 2019-2021 resource mobilization strategy 112 5.1. results analysis: rms strategy components 1-4 113 5.2. rms component one 114 5.3. rms component two 115 5.4. rms component three 116 5.5. rms component four 117

annexes 119

united nations relief and works agency for palestine refugees in the near east 7

1946 Convention Convention on the Privileges and Immunities of the United Nations

AAP Accountability to affected populationsAOR Annual Operational ReportCBO Community based organizationCERF Central Emergency Response FundCfW Cash-for-workCMM Common Monitoring MatrixDIOS Department of Internal Oversight ServicesDM Diabetes mellitusEA Emergency AppealEiE Education in Emergenciese-MCH Maternal and Child Health Mobile ApplicationEMIS Education Management Information SystemEPI Expanded Programme of ImmunisationERW Explosive remnants of warES Education specialistsESF Education Science Facultye-SRS Electronic Student Registration SystemFESA Faculty of Educational Sciences and ArtsFHT Family health teamFTE Full-time equivalentGBV Gender-based violenceGCC Gulf Cooperation CouncilGDP Gross domestic productGES Gender Equality StrategyGFO Gaza Field OfficeGMR Great March of ReturnHC Health centreHP Health pointHRCRT Human rights, conflict resolution and toleranceHRP Humanitarian Response PlanHQ HeadquartersIASC Inter-agency Standing CommitteeIATI International Aid Transparency InitiativeICD International Statistical Classification of DiseasesICIP Infrastructure and Camp Improvement ProgrammeIE Inclusive educationIHL International humanitarian lawIHRL International human rights lawILS Israeli ShekelISF Israeli security forcesJD Jordanian DinarJFO Jordan Field OfficeJHAS Jordan Health Aid SocietyKAP King Abdullah ParkLAS League of Arab StatesLCRP Lebanon Crisis Response PlanLED Light emitting diodeLFO Lebanon Field OfficeMES Multilateral engagement strategyMFA Ministry of Foreign AffairsMHPSS Mental health and psychosocial supportMOPAN Multilateral Organisation Performance Assessment

NetworkMoPH Ministry of Public HealthMoU Memorandum of understandingMTS UNRWA Medium Term Strategy

MYA Multi-year agreementNAM Non-Aligned MovementNBC Nahr el-Bared campNCD Non-communicable diseasesNFI Non-food itemsNGO Non-governmental organizationOCHA United Nations Office for the Coordination of

Humanitarian Affairs

OECD Organisation for Economic Cooperation and Development

OIC Organisation of Islamic CooperationOIOS United Nations Office of Internal Oversight ServicesoPt occupied Palestinian territoryOSO Operations Support Office/OfficersPA Palestinian AuthorityPAS Poverty assessment surveyPCBS Palestinian Central Bureau of StatisticsPDM Post-distribution monitoringPHC Primary health carePMTF Proxy-means testing formulaPOA Post occupancy assessmentPRL Palestine refugees in LebanonPRS Palestinian refugees from SyriaPSS Psychosocial supportPTA Parent-teacher associationRBM Results-based monitoringRMS Resource Mobilization StrategyRSS Relief and Social ServicesSEA Sexual exploitation and abuseSFO Syria Field OfficeSOP Standard operating procedureSQA School quality assuranceSSAFE Safe and secure approaches in field environmentsSSNP Social Safety Net ProgrammeSSU Strategic Support UnitSWM Solid waste managementToT Training of trainersTVET Technical and vocational education and trainingUNBOI United Nations Headquarters Board of InquiryUNDIS United Nations Disability Inclusion StrategyUNDSS United Nations Department for Safety and SecurityUNHCR United Nations High Commissioner for RefugeesUNICEF United Nations International Children's Emergency

FundUNMAS United Nations Mine Action ServiceUNRWA United Nations Relief and Works Agency for

Palestine Refugees in the Near East

UN-SWAP United Nations System-wide Action Plan on Gender Equality and the Empowerment of Women

US$ United States dollarVAT Value added taxVTC Vocational training centresWASH Water, sanitation and hygieneWBFO West Bank Field OfficeWFP World Food ProgrammeWHO World Health OrganizationWPC Women’s programme centreWSAT Women’s security awareness training

acronyms and abbreviations

2019 annual operational report8

executive summaryIn 2019, the United Nations Relief and Works Agency for Palestine Refugees in the Near East (UNRWA) maintained the delivery of human development, protection and humanitarian assistance for registered Palestine refugees. This was accomplished through a collective commitment on the part of the Agency, refugee Hosting Countries and its donors. During the reporting period, UNRWA succeeded in providing 8,723,118 million primary health care (PHC) consultations, education for 532,857 children (2018/19 academic year), social safety net assistance (including cash and food) for 254,927 individuals1, Technical and Vocational Education and Training (TVET) for 7,557 youth (2018/19 academic year) and microfinance loans for 35,576 clients.2 In addition, 3,108 shelters were rehabilitated or constructed through emergency and project-based assistance and, in accordance with Agency protection and safety standards, UNRWA either constructed, upgraded or reconstructed 12 health centres (HC) and 101 schools. Under an organizational structure that was revised in light of funding constraints, protection assistance continued to be extended across all fields of Agency operation with a notable emphasis on advocacy and further equipping UNRWA personnel to deliver practical protection outcomes for Palestine refugees.3

In 2019, the provision of food assistance remained a priority for UNRWA in Gaza. With emergency funds, the Agency supported the food and nutritional needs of approximately 1,036,385 vulnerable Palestine refugees, including 16,826 female-headed households. UNRWA also provided temporary cash-for-work (CfW) opportunities for 13,572 refugees, including 5,286 women. Under the Education in Emergencies (EiE) programme, 68,007 students received additional learning support in Arabic and mathematics. Health services were maintained through 22 HCs and 11,571 children received a comprehensive medical examination. In the West Bank, emergency in-kind food assistance continued to be provided, in partnership with the World Food Programme (WFP), to 37,000 individuals from Bedouin and herder communities assessed to be food insecure or vulnerable to various protection threats. In addition, UNRWA distributed emergency cash assistance through the e-card modality to 25,578 abject poor refugees. Throughout the year, UNRWA also continued to monitor, document, report and provide emergency assistance to Palestine refugees impacted by protection threats in the West Bank, including East Jerusalem.4

Throughout the reporting period, UNRWA provided vital humanitarian assistance to Palestine refugees in Syria and to Palestinian refugees from Syria (PRS) in Lebanon and Jordan.5

With available resources, the Agency was able to distribute emergency cash assistance to 410,870 Palestine refugees in Syria. In May 2019, UNRWA introduced a targeted approach

to the provision of cash assistance, focusing on the most vulnerable refugees who were prioritized with a higher cash transfer, while the remaining caseload continued to receive a lower emergency allowance. In-kind food assistance was also limited to the most vulnerable refugees, targeting 136,074 individuals. With emergency appeal (EA) and programme budget funding, UNRWA provided education to 50,143 Palestine refugee students in Syria; PHC was made available through 25 health facilities, including two mobile clinics. Protection services, including legal counselling and psychosocial support, continued to be provided through six family support offices. The Agency also focused efforts on the rehabilitation of its installations in newly accessible areas, ensuring that Palestine refugees spontaneously returning had safe access to humanitarian assistance and services. However, funding constraints limited the Agency’s ability to conduct all the necessary works.6

In Lebanon, humanitarian support in the form of cash grants was provided for food, housing and winterization to an annual average of 27,987 PRS. During the reporting period, UNRWA continued to provide quality, inclusive and equitable education to 5,254 PRS children; PHC services through 27 HCs; and vital protection and legal aid services to 4,262 PRS. In Jordan, cash grants for basic needs were provided to 16,159 PRS. In addition, 695 extremely vulnerable PRS families were supported through one-off emergency cash grants to help them absorb shocks and respond to specific protection concerns. Medical services continued to be extended to PRS through 29 health facilities across Jordan. The Agency also continued to provide basic education to 1,167 PRS and Syrian children in Jordan enrolled in 133 UNRWA schools.

The 2018 funding crisis continued into 2019. The Agency raised US$ 1 billion across all portals during the year. For the programme budget, UNRWA received US$ 619.2 million,7 US$ 130.8 million short of total requirements and US$ 231.6 million less than in 2018. Although services were maintained and key education and health indicators largely met, certain programmatic adjustments had to be made during the year, as detailed throughout this report. The Agency was unable to lift the ceiling on its social safety net programme (SSNP), which has remained frozen since 2013, despite increasing poverty across many fields of Agency operation, whilst the proportion of classes in UNRWA schools with more than 40 pupils rose to more than 52 per cent.8 Additional measures undertaken to manage expenditure included vacancy management, delayed recruitments, a temporary increase in the age of retirement and the increased use of daily paid contracts. Expenditure on maintenance and replacement of IT equipment and vehicles was also reduced whilst, at the end of the year, a number of unfunded liabilities were carried forward into 2020.


Humanitarian operations were the hardest hit by the funding gap. UNRWA received only 34.23 per cent (US$ 94.81 million)9

of its funding requirements for the EA for the Syria regional crisis. The EA for the occupied Palestinian territory (oPt) fared better, but was only 61.57 per cent funded (US$ 84.96 million).10 The Agency was forced to advance funds from its programme budget to avoid a disruption in the provision of critical services in the oPt, in particular a break in the EA food pipeline in Gaza, through which one million refugees are assisted each quarter.

In additional to financial challenges, the Agency was beset by a serious management and reputational crisis in 2019, following an investigation by the UN Office of Internal Oversight Services (OIOS) that resulted in the departure of the Chief of Staff, Deputy Commissioner-General, and Commissioner-General. While reassuring that fraud or misappropriation of operational funds were not involved, the investigation highlighted certain managerial concerns. Under the leadership

of the acting Commissioner-General who assumed his duties in November 2019, a series of “management initiatives” were elaborated to strengthen UNRWA management, governance and accountability.11 Advisory Commission members and Agency partners, staff and other stakeholders have been consulted on these initiatives, which will be finalised in early 2020 for realisation in accordance with an agreed, time bound strategic implementation plan.

On 13 December 2019, the General Assembly of the United Nations voted to extend the Agency’s mandate until 30 June 2023, reaffirming and commending the vital role that the Agency has played for almost seven decades in providing vital services for the well-being, human development and protection of a population of more than five million registered Palestine refugees, and in the amelioration of their plight and stability in the region, pending the just resolution of the question of the Palestine refugees.


report overviewThe 2019 Annual Operational Report (AOR) describes Agency progress towards the attainment of the strategic outcomes set out in the UNRWA Medium Term Strategy 2016-22 (MTS).12 Building on efforts to harmonize results reporting and consistent with Grand Bargain commitments and principles enshrined under the 2005 Paris Declaration on Aid Effectiveness, the AOR provides a holistic view of programming implemented by the Agency and consolidates the 2019 Report of the Commissioner-General to the General Assembly and UNRWA annual reports in relation to the 2019 oPt EA and the 2019 Syria regional crisis EA. It also contains an analysis of progress achieved against programmatic and resource mobilization targets set out under the MTS common monitoring matrix (CMM) and the Agency’s Resource Mobilization Strategy 2019-2021 (RMS). In addition, the AOR details achievements and areas where targets have not been met. A series of annexes include results frameworks, risk registers and key statistics.

Results reporting is derived from the UNRWA Results-Based Monitoring (RBM) system which enables data collection and analysis against MTS strategic outcomes. The system also hosts monitoring structures for EAs, projects and other results frameworks used by the Agency. Data is collected and analysed on a quarterly basis at the field level and on a semi-annual basis through Agency-wide results reviews.

The AOR is the final report on operations for 2019 carried out pursuant to the current MTS. It was developed through inputs received from UNRWA Field Offices, Headquarters (HQ) Departments, the Harmonized Results Working Group which includes donors and hosts, and the Sub-Committee of the UNRWA Advisory Commission. Agreed principles upon which the AOR is based are as follows:

• Reporting takes place once per calendar year and is finalized by the second quarter of the subsequent reporting period;

• Indicators, baselines and targets are based on Agency-wide internal monitoring arrangements (i.e. the CMM), EAs and the RMS; and

• The presentation of results data is complemented by narrative sections that analyse progress made towards the achievement of targets and the impact of achievement/underachievement / non-achievement on the overall realization of MTS strategic outcomes, EA strategic priorities and RMS goals.

Results are disaggregated by field office and, where relevant, by sex, poverty status and disability in accordance with the Agency’s guidelines for defining disability, spatial distribution (camp, non-camp, urban, rural) and key age groups (e.g. youth).


chapter one: context


1.1. political, economic and security developments1.1.1. SyriaNine years of conflict in Syria have had a devastating impact on Palestine refugees and Syrian nationals alike. Although 2019 saw a reduction in the intensity of conflict in most parts of the country in comparison to previous years, hostilities intensified in the northwest (Idlib governorates and surrounding areas), resulting in deaths and injuries, the destruction of homes and infrastructure, widespread displacement and mounting humanitarian needs. This included areas in which Palestine refugees are located. On 14 May, several rockets struck the densely populated Palestine refugee camp of Neirab in Aleppo, killing at least 11 civilians, including five children – four of whom were UNRWA students; a further 30 people were wounded. Meanwhile, the renewal of military operations in the northeast of Syria on 9 October, created large scale humanitarian needs, compounding an already dire humanitarian situation in this part of the country.

Across Syria, the security situation remained volatile. The threat of asymmetric attacks and the risks posed by Explosive Remnants of War (ERW) were high, particularly in newly accessible areas and camps that have witnessed active hostilities in recent years. Several were killed or injured by ERWs in 2019, including an eight-year-old Palestine refugee who was playing in an area near Dera’a camp. The critical security situation was further strained on a number of occasions during the reporting period following the launch of several airstrikes by Israel Security Forces (ISF) around Damascus, Homs and Hama, leading to casualties and the destruction of infrastructure.

UNRWA estimates that 438,000 Palestine refugees remain in Syria as compared with 562, 312 refugees registered with the Agency at the end of 2019.13 An estimated two-thirds of Palestine refugees have been displaced from their district of origin since the start of the conflict and around 40 per cent remained internally displaced as at the end of 2019; according to UNRWA estimates, more than 180,000 Palestine refugees have had their homes either destroyed or seriously damaged. Those remaining in the country faced widespread unemployment, the loss of assets and livelihoods, shortages of fuel and electricity and a sharp increase in commodity prices during the reporting period due to a severe depreciation of the Syrian pound. This contributed to a dire humanitarian situation across the country.

1.1.2. LebanonThe crisis in Syria continued to negatively impact the stability and the socio-economic environment in Lebanon, placing further pressure on already weak public finances, infrastructure and service delivery. By the end of 2019, there were 914,648

UNHCR-registered refugees from Syria, 14 in addition to 27,248 PRS recorded by UNRWA.15 In addition, 476,033 Palestine refugees in Lebanon (PRL) were registered with the Agency.16

From mid-May 2019, the Lebanese authorities strengthened their efforts to combat irregular cross border movement and as a consequence, refugees from Syria not in possession of a valid visa who entered, or attempted to enter, the country irregularly after 24 April 2019, faced arrest and deportation.

On 2 September, the Lebanese authorities declared “a state of economic emergency”, precipitated by structural issues and long-term economic mismanagement that resulted in a debt-to-gross domestic product (GDP) ratio of 151 per cent.17

Subsequently, the Government’s plan to impose new taxes on tobacco, gasoline and voice over internet protocol calls sparked nationwide protests on 17 October that morphed into demands for a complete overhaul in political leadership. Following failed attempts to find a political solution, Prime Minister Saad Hariri resigned on 29 October and a caretaker Government was installed. During the subsequent political and civil unrest that followed, hundreds of thousands of protestors took to the streets, resulting in major road obstructions, clashes with the authorities and acts of vandalism, without the formation of a Government.

Meanwhile, the financial crisis in Lebanon deepened, with banks imposing tight restrictions on the withdrawal and transfer of US$ and following that the depreciation of the Lebanese pound by up to 30 per cent on the parallel market and increasing prices for basic goods. According to the UN Office for the Coordination of Humanitarian Affairs (OCHA), prices of food items increased by at least 20 per cent from September to December 2019.18 The World Bank estimated that the economic crisis could impoverish a further 20 per cent of Lebanon’s population, in addition to the 30 per cent who already living below the poverty line.19

Palestine refugees are already among the most vulnerable and marginalized communities in Lebanon and deteriorating conditions added to their hardship. During the reporting period, they remained barred from 39 professions, while facing a precarious legal status. As a result, they faced high rates of poverty and unemployment. In June, the Ministry of Labour decided to enforce existing legislation requiring all foreigners, including PRL and PRS, to obtain work permits, sparking weeks of unrest in Palestine refugee camps. While the then-Government formed a ministerial committee to review the matter, no progress had been made by the end of the year.

Despite this complex environment, the overall security situation in the vast majority of the Palestine refugee camps in Lebanon remained relatively stable during the reporting period. Small scale clashes occurred, however, in Ein el Hilweh


camp in early August, resulting in the death of several rival members of Islamist groups, and in Shatila camp in November, causing two fatalities. While Palestine refugees remained largely on the sidelines of Lebanon’s unrest, increasing socio-economic hardships could have a negative impact on the safety and security situation of Palestine refugee camps and beyond.

1.1.3. JordanIn Jordan, 2,272,411 Palestine refugees are registered with the Agency, the majority of whom are understood to possess Jordanian citizenship, which would allow them to enjoy the same rights as other Jordanian nationals.20 The approximately 158,000 Palestine refugees who fled Gaza in 1967 are barred from obtaining Jordanian nationality under Law No. 6 of 1954 and face restricted access to public services and livelihood opportunities.

Throughout the year, Jordan remained a relative beacon of stability within a fragile region, despite protests against the US Government’s “Peace to Prosperity” initiative21 and the rising cost of living in the country. In addition, over the past several years, refugees from Iraq and the Syrian Arab Republic have placed considerable pressure on Jordan’s economy and infrastructure, especially in the areas of health and education.

Unemployment in Jordan remained a major challenge and stood at 19 per cent in the fourth quarter of 2019, 0.3 per cent higher than in 2018.22 Young people have been especially affected, with youth unemployment reaching almost 36.8 per cent in 2019.23 Jordan is pursuing key structural reforms through the introduction of new regulations to strengthen financial governance and through a five-year reform plan, launched in 2019, that is designed to ensure sustainable, inclusive growth and address challenges related to jobs, youth and gender.

The number of PRS recorded with UNRWA in Jordan stood at 17,348 by the end of 2019. Numbers have remained stable in part due to a Government policy of non-admission that was introduced in 2013. The approximately 9.9 per cent24 of PRS without legal status in Jordan are particularly vulnerable as they face restrictions on employment, limited access to the courts, civil status and registration processes and the threat of detention and possible forcible return. Many also face restrictions on accessing humanitarian assistance available to the non-PRS Syrian refugee population. These individuals are referred to the Agency as their primary provider of health, education, emergency assistance, social safety net and protection services. UNRWA continued to appeal to the Government of Jordan to uphold the principle of equal treatment for all refugees, in accordance with international law, and to consider temporary access for Palestine refugees fleeing the conflict in Syria, for humanitarian reasons.

1.1.4. GazaWithin a highly volatile political, security and socio-economic context, UNRWA continued to provide assistance to 1,460,315

registered Palestine refugees in Gaza.25 The population continued to endure a humanitarian and economic crisis driven by the land, air and sea blockade which entered its thirteenth year in June 2019. This was coupled with cycles of violence, political instability and restricted entry and exit at Gaza’s crossings. Limited economic activity in Gaza, compounded by the effects of the ongoing political divide, the Palestinian Authority’s (PA) financial crisis, reductions in social assistance and a deteriorating public infrastructure hindered the delivery and availability of essential services. In 2019, the average unemployment rate in Gaza was 45.1 per cent26 and the severe lack of job opportunities continued to aggravate high levels of despair and frustration among the population, especially young people. The availability of electricity improved from four to eight hours per day in 2018 to approximately ten to fifteen hours per day in 2019.27 Access to clean water remained at a crisis level with over 90 per cent of the water supplied to households being non-potable due to a longstanding practice during the period of Israeli settlements in Gaza of over-extraction from the underlying coastal aquifer, alongside sea water seepage.28

On the political level, key steps towards ending the over decade-long political divide between Fatah and Hamas failed to materialize. However, an agreement was reached among Palestinian factions to hold parliamentary and presidential elections in 2020. Sporadic incidents of popular protests demanding better living conditions were violently suppressed. Security conditions in Gaza remained highly unstable. During the reporting period, 33 Palestinians were killed by the ISF during Great March of Return (GMR) demonstrations and 11,523 were injured, bringing the total to 212 fatalities and 36,134 injuries since the demonstrations began on 30 March 2018.29 While the general level of violence, including the number of demonstration-related casualties, decreased as part of a fragile and unofficial 2019 ceasefire between Israel and Hamas, caring for the injured, many presenting long-term medical care and rehabilitation needs, continued to put enormous pressure on an already crumbling health system.

An additional 75 Palestinians were killed in other circumstances, including through airstrikes and tank shelling during temporary escalations of hostilities between Palestinian factions and Israeli forces.30 Between 25 and 27 March, the Gaza Strip and southern Israel witnessed one of the most significant escalations of hostilities since 2014, after a rocket was fired from Gaza, severely damaging a house in central Israel and injuring seven Israelis. Following this incident, the Israeli Air Force struck multiple locations across Gaza, injuring two and displacing 16 families, while projectiles fired by Palestinian armed groups towards southern Israel caused damage.31 From 3-6 May, four days of intense hostilities resulted in the killing of 25 Palestinians, including three children and two pregnant women, and four Israelis. A further 153 Palestinians and 123 Israelis were also injured.32 On 12 November, the Israeli Air Force targeted and killed a senior operative of the Palestinian Islamic Jihad’s armed wing in Gaza, triggering two days of intense hostilities in which 35 Palestinians were killed,


of whom 16 were believed to be civilians, including eight children, and 106 injured, including 51 children. Seventy-eight Israelis, including children, were also treated for light injuries or shock. Agency HCs operated throughout these hostilities, while other services were interrupted for the safety of beneficiaries and staff. A cessation of hostilities came into force on 14 November and has largely held.

In a particularly worrying development, three Palestinian policemen were killed and three civilians injured in two separate suicide explosions targeting police checkpoints in August 2019. Hamas stated on 29 August that its security forces in Gaza had arrested a ten-member cell behind the attacks.33

1.1.5. West BankDuring the reporting period, the Israeli military occupation continued to impact all aspects of the daily lives of the 858,758 Palestine refugees registered with UNRWA in the West Bank, including East Jerusalem. Over 5,600 security-related operations were conducted by the ISF in which 29 Palestinians, including 11 Palestine refugees, four of whom were minors, were killed and 1,582 were injured.34 During the same period, five Israeli fatalities and 121 injuries were recorded. Of the ISF operations conducted in 2019, 540 took place in West Bank refugee camps, averaging almost 1.5 security operations per

day.35 Many of these involved the use of live ammunition and the deployment of tear gas, often resulting in injuries, property damage and pronounced psychosocial consequences.

In 2019, Israeli settlement expansion continued in the West Bank, including East Jerusalem, alongside the destruction of Palestinian homes and property. Palestinian communities, especially those in Area C, routinely faced actual and threatened home demolitions and confiscations, contributing to an overall coercive environment that placed them at risk of forcible transfer. At least 638 Palestinian-owned structures were demolished,36 of which 196 belonged to Palestine refugees. This represents a 34 per cent increase compared with 2018 (475) and a 41 per cent increase in demolished structures owned by Palestine refugees.37

Throughout 2019, socio-economic conditions in the West Bank remained difficult, with Palestine refugees often bearing the brunt. There was, however, a slight increase in average daily wages to 136 Israeli Shekels (ILS) for Palestine refugees and 158 ILS for non-refugees compared to daily wages of 129 ILS for refugees and 149 ILS for non-refugees in 2018. In 2019, the overall unemployment rate for Palestine refugees in the West Bank, including East Jerusalem, was 13 per cent, with joblessness rising to 17 per cent for those living in camps.38 This contributed to high levels of poverty and food insecurity in Palestine refugee households.


1.2. operational and organizational developments1.2.1. SyriaAt the end of 2019, 562,312 Palestine refugees were registered with UNRWA in Syria, as well as 84,831 other registered persons. The Agency provided basic education to 49,682 students (24,438 female and 25,244 male) during the 2018/19 school year at 103 schools and technical and vocational instruction for 1,044 young people.39 Twenty-four HCs provided 804,542 PHC consultations during the year, including through two mobile clinics deployed to remote locations and areas where Palestine refugees faced movement restrictions, particularly in Yalda, adjacent to Yarmouk.40 Cash-based transfers were distributed to 16,071 refugees through the SSNP while microcredit was extended to 10,433 clients with a total loan value of US$ 4,137,359.41

Through the Syria regional crisis EA, three rounds of cash assistance were distributed in 2019, with the latter two adopting a targeted approach, introduced in May, to balance the needs of the most vulnerable Palestine refugees - identified through a vulnerability assessment conducted at the end of 2018 – against finite UNRWA resources. In 2019, the Agency had intended to provide US$ 28 per month per person to the 126,000 most vulnerable individuals and US$ 14 per month per person for the remaining caseload, covering approximately 292,000 individuals. While these planned monthly cash transfers were a reduction over prior years, due to funding shortages UNRWA in 2019 was only able to provide an average of US$ 14 per month per person to the most vulnerable and US$ 9 per month per person to other vulnerable persons. In addition to concerns as to the adequacy of assistance provided, the purchasing power of assistance provided was negatively affected by depreciation in the Syrian Pound and the discrepancy between the official exchange rate used to transfer cash subsidies to beneficiaries and the value of the US$ on the free market. The situation slightly improved towards the end of 2019, with the introduction of a preferential exchange rate for United Nations (UN) entities equivalent to 700 Syrian Pounds per US$ compared to the official rate of 434 Syrian Pounds/US$.

As referenced above, a targeted approach for the provision of in-kind food assistance was introduced during the reporting period, limiting the distribution of food baskets to 136,000 Palestine refugees belonging to the most vulnerable and a small selection of other vulnerable cases, including those newly displaced and Palestine refugees living in areas of restricted movement.

Despite considerable need in relation to UNRWA installations requiring reconstruction or repair, limited funding was received under the Syria regional crisis EA in 2019. In the absence of such support, the Agency will be hard pressed to serve Dera’a

and Ein El-Tal camps, both of which saw the gradual return of residents (approximately 800 families to Dera’a camp and 90 families to Ein El-Tal camp). Yarmouk camp, previously home to some 160,000 Palestine refugees, remains largely destroyed.

1.2.2. LebanonIn Lebanon, at the end of the 2019, 476,033 Palestine refugees and 62,659 other registered persons were registered with UNRWA. The Agency provided basic education to 36,960 students (19,480 female and 17,480 male), including PRS, during the 2018/19 school year at 66 schools. In addition, 27 HCs provided 881,064 PHC consultations during the year, reaching approximately 170,000 Palestine refugees. SSNP cash-based transfers of US$ 30 per quarter were distributed to 61,384 refugees.42

UNRWA continued to support Palestine refugee livelihood opportunities through targeted technical and vocational training for 886 students at the start of the 2018/19 school year, while the Agency’s two innovation labs enhanced the skills and employability of 366 youth (197 female and 169 male). Support was also provided to 164 microcredit initiatives for start-ups, existing businesses and housing improvement.43

Twelve years after the almost complete destruction of Nahr el Bared camp (NBC) its reconstruction was 68 per cent complete by the end of 2019. Notwithstanding this progress, UNRWA still faces a shortfall of US$ 51 million to complete the reconstruction of the camp. During the reporting period, UNRWA rehabilitated shelters for 1,469 families (including NBC, emergency and regular cases) through both emergency and project funding.

1.2.3. JordanIn Jordan, as at the end of 2019, 2,272,411 Palestine refugees and 147,251 other registered persons were registered with the Agency. UNRWA services contributed to Palestine refugee human development through the provision of basic education to 120,967 students (58,633 female and 62,334 male), including PRS, during the 2018/19 school year at 169 schools and TVET for 2,803 youth. Twenty-five HCs provided 1,695,966 PHC consultations during the year and SSNP cash-based transfers were extended to 58,479 refugees. In addition, the Agency rehabilitated shelters for 50 families and provided 12,060 microfinance loans with a total value of US$ 10,717,236.

Through its 2019 Syria regional crisis EA, UNRWA continued to provide humanitarian assistance, including emergency cash, health, education, protection and winterization assistance to the 17,343 PRS registered with the Agency in Jordan. During the reporting period, cash grants for basic needs were


provided to 16,159 PRS while 695 extremely vulnerable PRS were supported through one-off emergency cash grants to help them respond to specific protection concerns. Medical services, including secondary and tertiary care, were extended to 15,464 PRS while the education needs of 1,167 PRS and Syrian children were served through the network of UNRWA schools.

1.2.4. GazaAs at the end of 2019, 1,460,315 Palestine refugees and 161,806 other persons were registered with UNRWA in Gaza. The Agency provided basic education to 278,938 students (134,965 female and 143,973 male), including PRS, during the 2018/19 school year at 274 schools and TVET for 1,820 young people. Twenty-two HCs provided 4,215,247 PHC consultations during the year and quarterly food parcels were distributed to 98,935 abject poor refugees under the SSNP. The Agency rehabilitated shelters for 1,491 families and extended microfinance loans to 2,922 clients with a total loan value of US$ 3,065,570.

Funding shortfalls in 2019 limited the Agency’s emergency operations in Gaza. The Agency was only able to avoid a suspension of its food aid programme, which reaches over one million refugees each quarter, through a loan from the UN Central Emergency Response Fund (CERF) and exceptional advances from the programme budget. Priority was also given to cash-for-work activities, through which over 13,000 refugees received short term employment opportunities, and mental health and psychosocial support (MHPSS), embedded in UNRWA schools and HCs. The Agency reinstated some

500 community mental-health workers, reduced to part-time positions in 2018 due to the funding crisis, to full-time employment in order to continue structured group and individual interventions.

1.2.5. West BankAt the end of 2019, 858,758 Palestine refugees and 207,014 other persons were registered with UNRWA in the West Bank. The Agency provided basic education to 46,310 students (27,658 female and 18,652 male) during the 2018/19 school year at 96 schools and TVET for 1,004 young people. In addition, UNRWA rehabilitated shelters for 46 families and extended 10,161 microfinance loans with a total loan value of US$14,537,990.

During 2019, 1,126,299 PHC consultations were provided at 43 HCs. Training on the Agency’s mental health gap action programme for all health staff was concluded in 2019 and the service was integrated into PHC and implemented throughout all HCs and HPs in the West Bank, including East Jerusalem. Efforts were also extended to improve the quality of services provided at the UNRWA Qalqiliya Hospital through enhanced maintenance works, the procurement of new equipment and the convening of essential training for staff.

The Agency continued to provide cash assistance to 61,707 abject poor (36,129 through the SSNP and 25,578 under the oPt EA). In partnership with the WFP, as part of the EA, in-kind food assistance was extended to some 37,000 Bedouin and herder individuals vulnerable to various access restrictions and protection threats.


1.3. legal matters1.3.1. Agency staffCiting security concerns, in 2019, the Israeli authorities continued to restrict the freedom of movement for UNRWA personnel in the oPt, including East Jerusalem. Restrictions included: (i) the prohibition of Agency local staff, not resident in Jerusalem, to travel in UN vehicles across the Erez border crossing (into and out of Gaza) and the Allenby Bridge (into and out of Jordan), or to drive in Israel and East Jerusalem; and (ii) time consuming and cumbersome procedures to obtain permits for local staff not resident in Jerusalem to enter Israel and East Jerusalem. On many occasions, permits were not granted even though procedures had been followed. On average, permits to enter East Jerusalem from the rest of the West Bank were not issued to 21.75 per cent (135 individuals) of UNRWA area personnel, where required.

Israeli procedures at the Allenby Bridge continued to require that UN vehicles be submitted to a search unless an occupant thereof held an identification card issued by the Ministry of Foreign Affairs (MFA), even though such searches represent a violation of UN immunity. These procedures restricted the movement of international Agency staff based in Amman, to whom the MFA does not issue such cards. According to a new procedure, red UN Laissez-Passer holders not approved in advance by the Israeli MFA had to obtain clearance from the Israeli border authorities to be exempted from the exit fee when going to Jordan through the Allenby Bridge. This caused additional delays in crossing the border.

Measures introduced by the Israeli authorities in April 2018 requiring the possession of an identification card issued by the MFA to drive UN vehicles through the Erez crossing remained in place. The Israeli authorities continued to require all vehicle doors to be opened for inspection by a sniffer dog and luggage to be removed and subjected to an x-ray scan. With the exception of senior officials, all passengers were required to walk through a metal detector and, unless holding an identification card issued by Israel’s MFA, undergo a body scan. These procedures effectively erode the exemption of UN property and assets from any form of search or interference pursuant to the 1946 Convention on the Privileges and Immunities of the United Nations (1946 Convention) and UN staff complied with the procedures under protest.

In the West Bank, including East Jerusalem, staff movement continued to be restricted and unpredictable at severalcheckpoints, notably those controlling access to East Jerusalem or through the West Bank Barrier. In 2019, movement restrictions in the West Bank, including East Jerusalem, resulted in the loss of at least 86 staff days, a significant increase from 2018 when at least 62 staff days were lost. On 14 occasions at checkpoints in the West Bank, including for entry into East Jerusalem, Israeli authorities demanded to search UNRWA vehicles. In addition, on at least five occasions,

personnel assigned to the Agency’s West Bank Field Office (WBFO) were prevented from attending work because access through checkpoints was denied. While the majority of searches were avoided through UNRWA interventions, rerouting or turning back, on at least five occasions searches were carried out. On one occasion, the Israeli authorities refused to allow passage of a UN vehicle at a checkpoint in the proximity of East Jerusalem and demanded a search of the Agency’s diplomatic pouch carried in a UN vehicle, despite reassurances by UNRWA that the pouch had been properly prepared, processed and documented by duly authorised Agency officials and in accordance with established UN procedures. Despite several requests for unimpeded humanitarian access, it remained difficult and at times, operationally unfeasible to deliver Agency services in some of the West Bank areas in the ‘Seam Zone’ (areas between the Green Line and the West Bank Barrier). The situation regarding requirements for UNRWA and other UN trucks to use specific commercial checkpoints to enter Jerusalem remained unchanged.

The aforementioned restrictions are inconsistent with the Charter of the UN, the 1946 Convention, relevant UN resolutions and the Comay-Michelmore Agreement of 1967, by which the Government of Israel is obligated to facilitate the task of the Agency to the best of its ability, subject only to regulations or arrangements that may be necessitated by considerations of military security. UNRWA applied for permits for local staff to enter East Jerusalem to carry out the Agency’s mandated humanitarian operations and without prejudice to relevant UN resolutions, including resolutions relating to the status of Jerusalem. Israeli authorities maintained that the restrictions were necessary for security reasons.

For the first time since 2013, during the reporting period, the Rafah crossing between Egypt and Gaza was open for public use throughout the year other than on Fridays and holidays, totaling 277 days, for humanitarian cases, students and holders of visas for a third country. Citing security concerns in the Sinai, the ban imposed by the UN on duty travel for staff travelling through Rafah remained in place.

In Lebanon, the volatile security situation in Palestine refugee camps in the Saida and north Lebanon areas resulted, at times, in movement restrictions that affected UNRWA staff and operations. The large-scale demonstrations which erupted on 17 October 2019 increased the number of movement restrictions, adversely impacting operations at various Agency installations. No significant movement restrictions were imposed on UNRWA staff by the Governments of Jordan or Palestine.

The de facto authorities in Gaza restricted the movement of the Agency’s staff on three occasions and searched UNRWA vehicles on at least three occasions during the reporting period.


The Agency continued to apply for permits from the Israeli authorities for local staff in Gaza to transit the Erez border crossing. During 2019, out of 781 applications, 630 permits (80.7 per cent) were granted. Compared with 2018, the number of applications increased by 33 per cent and the overall percentage of permit applications not granted decreased from 33 to 19.3 per cent. However, considering that the United Nations Department of Safety and Security has not approved travel through Rafah due to security reasons, the denial of permits and delays in processing the permits to transit through Erez continued to negatively impact on the Agency’s operations, including for example by preventing staff from attending important meetings, training courses and conferences and from performing their relevant duties outside Gaza. Despite repeated requests, UNRWA has not received a substantive justification as to why permits were not approved.

The Israeli MFA introduced new visa application procedures and additional requirements for information in 2019. In some instances, the issuance of visas was made contingent on the provision of information regarding the nature of activities to be carried out and contractual details of the concerned personnel. As a result, as at the end of the reporting period, seven visa applications for Agency personnel remained pending. In addition, the visa issuance for one Junior Professional Officer remained pending at the relevant Israeli consulate despite MFA approval. UNRWA continued to face difficulties securing appropriate visas from the Israeli authorities for Agency internships requiring such visas. Due to the significant delay in processing the visa applications of the appointed external auditors, the UN Board of Auditors was not able to visit the WBFO and the Gaza Field Office (GFO) for their annual audit of the Agency’s financial statements as planned during the reporting period.

Due to the failure to return an Israeli firearms license and identity card of the Close Protection Officer in the GFO to the MFA, and despite the Agency’s efforts to confirm the documents as lost, the Israeli authorities refused to accept this and issue a license to the new incumbent of the post, therefore exposing the Agency to a significant security risk with regard to the safety and security of the Director of UNRWA Operations in Gaza.

Since 2017, the Agency has been unable to secure residencies for three expatriate UNRWA area staff members in Jordan, due to the refusal of the Government of Jordan to exempt such staff members from the requirement of a labour permit and its associated fees. In 2019, the Agency applied for the permits and paid the associated fees under protest for the concerned staff.

In Syria, the security situation in the capital, south and central areas continued to stabilize during the reporting period. However, armed conflict, asymmetrical attacks, terrorist attacks and generalized insecurity continued to seriously affect free movement and humanitarian access, particularly in the South where security incidents were more frequent. While some checkpoints in the capital and central areas were

removed, checkpoints in other areas remained. Movement and humanitarian access in Aleppo remained stable, however the situation was fragile. In 2019, 142 visa applications were submitted to the MFA (residency and visit) for international personnel, of which 129 were approved and 13 rejected. During the reporting period, there were three incidents of searches of UNRWA vehicles at Naseeb-Jaber at the Syrian-Jordanian border crossing by Syrian authorities.

At the end of 2019, 24 Agency staff were missing, detained, kidnapped or presumed detained: 13 were believed to be missing, detained or kidnapped in Syria, either by the Syrian authorities or other parties, four detained by the Israeli authorities, two by the de facto authorities in Gaza, four by the Jordanian authorities and one by the Palestinian authorities. Despite requests in accordance with GA resolution 36/232, the Syrian authorities did not provide the Agency with access but provided information about certain staff who remained in their custody during the year. The Israeli authorities provided some information regarding the reasons for detention of all staff members in their custody but did not provide access to the staff members. The Jordanian authorities facilitated access to and provided information about one staff member. The Palestinian authorities facilitated access to and provided information about the detained staff member. The de facto authorities in Gaza granted access but did not provide information in writing on the staff in their custody.

1.3.2. Agency services and premisesIsraeli authorities continued to impose transit charges on shipments entering Gaza, obliging UNRWA to pay US$ 0.95 million in 2019. The Agency considers such charges a direct tax from which it ought to be exempt under the 1946 Convention. In the view of Israel, the charges are a fee for service, from which there is no exemption. Since November 2016, UNRWA vehicles could only be imported through Erez. For all other Agency imports, Kerem Shalom remained the sole crossing for imports into Gaza. It was fully closed for imports on 33 of 261 scheduled operating days (13 per cent). The continuing closure of the Karni crossing and the prohibition of containerised imports, in place since 2006, contributed to increased UNRWA expenditure, resulting from storage, palletisation, sterilisation and additional mileage and staff, amounting to US$ 7.5 million. This was in addition to transit charges levied on imports through the Kerem Shalom and Erez crossings.

Conditions relating to the Agency’s construction projects in Gaza and related approvals remained in place during the reporting period. UNRWA continued to make use of an international staff member and local monitoring staff to meet the laborious and time-consuming daily monitoring and coordination requirements previously introduced by the Israeli authorities, due to the blockade that is imposed on Gaza, amounting to almost US$ 0.11 million in extra costs in 2019. The Agency also continued to provide the Israeli authorities with written confirmation of UNRWA monitoring for each project, in addition to requirements predating


2017 for documentary material to facilitate the monitoring, by Israel, of construction projects. Cumbersome clearance procedures and frequent processing delays of import requests for materials, some of which Israel classifies as dual-use items, and equipment, continued to negatively impact Agency operations.44

In 2019 alone, additional staffing, transit and logistical costs resulting from Israeli requirements regarding access and monitoring of all UNRWA imports into Gaza amounted to US$ 8.64 million. This does not include similar access costs that private contractors incurred to ship construction materials into Gaza through Kerem Shalom under the Gaza Reconstruction Mechanism.

In March 2019, the Israeli authorities and the Agency agreed on an arrangement for the entry of 415 tyres into the Gaza Strip in return for the same number of used tyres. Under this arrangement, UNRWA imported 300 tyres in 2019, with another 115 to follow in 2020.

The Israeli authorities continued to require standards testing for educational, electronic, medical and other items for official use and the Israeli Standardisation Institute inspected an Agency shipment bound for official use in the West Bank, including East Jerusalem, on one occasion. UNRWA imports goods for its official use that conform to international standards and the UN considers that Israeli requirements are contrary to the exemption from prohibitions and restrictions on imports, under the 1946 Convention, in respect of articles imported by the UN for official use.

Arrears of US$ 90.9 million accrued as value added tax (VAT) for services and goods procured for the West Bank and Gaza before arrangements were agreed in 2013 with the Palestinian Ministry of Finance remained outstanding. During 2019, the Agency further accrued an additional US$ 0.23 million in VAT. UNRWA did not receive any reimbursement in 2019 and the cumulative total owed to the Agency for the reimbursement of VAT paid for services and goods procured in the West Bank and Gaza amounted to US$ 100.82 million as at 31 December 2019.45 UNRWA makes periodic claims to the relevant authorities for the outstanding amounts.

During the reporting period, the Israeli authorities paid US$ 1.41 million in VAT reimbursements owed to the Agency. US$ 6.64 million46 remained outstanding in VAT reimbursements as at 31 December 2019.

UNRWA was required, as in the past, to pay port fees and other charges to the Syrian authorities, in contravention to the Agreement of 1948 between the UN and the Government of the Syrian Arab Republic. In 2019, fees and charges totaling US$ 93,808.23 were paid.

In 2019, the Ministry of Energy and Mineral Resources in Jordan continued to apply the “fuel price difference” charge on electricity consumption, which led to increased Agency costs in excess of 55,000 Jordanian Dinars during the reporting period. The Agency continued to pay for the inspection fees of official UNRWA vehicles under protest.

During the reporting period, installation inspections were conducted across all five fields of Agency operation. Due to the end of the Agency’s Operations Support Officer (OSO) project, in June 2019, the Agency’s Lebanon Field Office (LFO) Protection and Neutrality Unit coordinated the transition to a new modality of installation inspections whereby senior UNRWA staff from various programmes assumed responsibility for such inspections. The wave of nationwide protests that commenced in October resulted in a volatile security situation throughout Lebanon, disrupting staff members’ ability to conduct inspections for a number of weeks due to road blockages and installation closures. For further information on the Agency’s neutrality work, please see reporting under the Management and Operational Effectiveness section (sec. 2.6) of the AOR.

The 1946 Convention provides that the premises of the UN shall be inviolable. Contrary to this, the ISF entered UNRWA premises in the West Bank, including East Jerusalem, without authorisation on four occasions in 2019. On at least 11 occasions during the reporting period, tear gas canisters, stun grenades, plastic-coated metal bullets or live ammunition used by the ISF landed in Agency premises, including schools, or damaged UNRWA property. At least on four of these occasions, UNRWA staff members and beneficiaries were affected by tear gas. On two occasions, bullets or bullet shells from unknown sources were found in the Agency’s school premises. In addition, there was one family dispute resulting in a fatal shooting of an UNRWA beneficiary. In the West Bank, including East Jerusalem, one Agency staff member was injured in 2019 as a result of a physical assault by a beneficiary. In Gaza, UNRWA recorded seven incidents of ammunition fired by the ISF that landed inside or damaged Agency premises and four incursions by the de-facto authorities in UNRWA installations. In addition, on five occasions, bullets from unknown sources hit the Agency installations in Gaza.

Following the announcement by the Jerusalem Municipality of a plan to terminate the Agency’s service provision in East Jerusalem in 2018, municipal representatives and Israeli political figures have continued to make public statements in this regard. On 20 January 2019, it was reported in the media that Israeli officials were set to revoke permits for UNRWA schools in East Jerusalem. In September 2019, the Israeli MFA communicated to the Agency that the plan to out-compete and make UNRWA redundant in East Jerusalem was official Government policy. Furthermore, at the end of November 2019, the former Mayor of Jerusalem introduced a draft bill to the Knesset to prevent any Agency activities in the city from the beginning of 2020. During the second half of 2019, the Jerusalem Municipality halted the collection of solid waste in Shu’fat camp. Representatives of the Jerusalem Municipality attempted to enter an Agency installation, the Kalandia Training Centre, in August 2019, requesting to take photos of the installation for the establishment of a recreational area. UNRWA has liaised with the United Nations Office of Legal Affairs and discussed its concerns relating to these matters. The breaches of the Agency’s privileges and immunities have been subjected to formal protest to the Israeli MFA.During the reporting period, and within financial constraints


resulting from severe funding shortfalls, UNRWA continued implementing the recommendations of the UN Headquarters Board of Inquiry (UNBOI) into incidents that occurred in Gaza between 8 July 2014 and 26 August 2014 referred to in previous reports. After the defunding of the Agency by the United States in 2018 and the lack of replacement funds, the Agency was required to reduce the number of personnel assigned to after-hours guarding duties at its installations in Gaza.

On 22 March 2018, the UN submitted a claim to Israel for the reimbursement of losses that the UN sustained as a result of incidents that were the subject of the UNBOI which occurred at the Agency’s premises during the 2014 hostilities in Gaza. A claim was also presented to Israel for the losses sustained by dependants of a member of UNRWA personnel as a result of his death during the hostilities. According to publicly available information, on 14 August 2018, the Israel Defense Forces reported that the criminal investigation into the incident affecting the Agency’s Beit Hanoun Elementary Co-education “A” and “D” School on 24 July 2014, which resulted in the killing of at least 12 people and injuring of another at least 93 individuals, was closed by the Military Advocate General without any further legal proceedings – criminal or disciplinary – to be instigated against those involved. As neither of the above-mentioned claims have been satisfied, UNRWA remains concerned as to the need for accountability regarding these and other incidents where Agency installations were directly or indirectly affected contrary to their inviolability, and UNRWA personnel and civilians sheltering in them were killed as a result thereof.

In the West Bank, there were no incursions into the Agency’s premises by armed Palestinians in 2019. There was one incident of misuse of UNRWA installations for unauthorized events by members of the community. UNRWA premises and services were disrupted on at least 25 occasions by forced closures or protests, including by members of camp service committees.

In Gaza, there were four incursions by the de facto authorities, some involving armed individuals during the reporting period. UNRWA protested against these incidents with the relevant authorities. UNRWA facilities continued to face theft, vandalism and break-ins and Agency staff delivering services continued to be exposed to instances of threats, intimidation and physical assault from disgruntled Palestine refugees. There were a further 202 incidents that disrupted service delivery or the movement of Agency staff in Gaza.

In Syria, as previously reported, UNRWA has sustained conflict-related property losses in the millions of dollars since hostilities began in 2011. Assessments carried out in late 2018 indicate

that almost all Agency installations are in need of major rehabilitation and many were severely damaged and are in need of reconstruction, especially in Yarmouk, Ein El Tal and Dera’a. The situation of installations remained similar in 2019. During the reporting period, three incidents of unauthorized entry into UNRWA installations by the Syrian authorities were reported. The Agency sanitation office in Khan Dannoun continued to be used by military personnel at the adjacent checkpoint.

In 2019, there were closures of UNRWA installations on at least 101 days in Lebanon. Closures were mostly the result of strikes and protests by beneficiaries and general civil unrest and road blocks which occurred in Lebanon from 17 October 2019 onwards. There were no instances of political or armed factions entering Agency premises without authorisation. In May 2019, Palestinian factions in Mieh Mieh camp reached an agreement with the Lebanese Armed Forces stipulating that no one in the camp should carry a weapon or wear military uniforms in public.

1.3.3. Other mattersThe US$ 680,000 seized by the Government of Lebanon in 2013 has yet to be returned. UNRWA has continued to dispute any liability for payments demanded by the Government of Lebanon in the amount of US$ 167.1 million for electricity consumed by Palestine refugees outside of Agency installations in camps in Lebanon. In addition, in March 2019, the Government of Lebanon demanded that UNRWA pay more than US$ 1.1 million in fines for the resale of electricity by Popular Committees in Burj Barajneh and Shatila refugee camps. The Agency disputes its responsibility to pay these fines and formally protested at them to the Government of Lebanon.

In relation to the internal justice system, the UNRWA Dispute Tribunal, established in 2010, operates on a full-time basis and is comprised of one judge and a part-time ad litem judge. During 2019, the Tribunal issued 75 judgments, disposing of 537 cases. As at the end of 2019, 107 cases were pending, including one case on remand, of which 106 were filed by area staff and one by an international staff member. There were also 13 appeals pending before the UN Appeals Tribunal.

1.3.4. Legal status of Palestine refugees in the Agency area of operationsThe legal status of Palestine refugees in Jordan, Lebanon, Syria, the West Bank and Gaza remained substantially the same as that described in the report of the Commissioner-General to the UN GA for 2008 (A/64/13, paras. 52-55).


1.4. f inancial overview47

With the exception of 158 international staff posts funded by the United Nations General Assembly through the UN regular budget, UNRWA operations are supported through voluntary contributions. The Agency receives funding through: (i) a programme budget fund that supports core operations (including recurrent staff and non-staff costs), including education, health, camp improvement, relief and social services (RSS), protection and support systems and structures; (ii) EAs for humanitarian interventions; and (iii) specific, time-bound projects that improve services without increasing recurrent costs.

In 2019, UNRWA resource mobilization efforts yielded a total pledged amount of US$ 1 billion (including UN Secretariat support for international staff). Traditional partners48 contributed a total of US$ 735.65 million (73.57 per cent of total funding received) across all portals, of which US$ 483.63 million was for the programme budget, which constituted 78.11 per cent of total funding received for the programme budget. Contributions from regional partners49 totalled US$ 188.42 million and amounted to 18.84 per cent of total funds received, including US$ 83.11 million (13.42 per cent) of the total contributions to the programme budget. Emerging donors50 contributed US$ 17.42 million and amounted to 1.74 per cent of total funding received across all portals, out of which US$ 15.00 million, or 2.42 per cent, was for the programme budget. Private partnerships added US$ 14.08 million (1.41 per cent of total funding received) across all portals, out of which US$ 7.62 million was for the programme budget, constituting 1.23 per cent of total funding received for the programme budget. Funding received from the UN core budget and contributions from other UN entities 51 amounted to US$ 46.28 million (4.63 per cent of total funding received), including

US$ 29.81 million (4.82 per cent) to the programme budget.52

In 2019, planned programme budget (cash view53) income was US$ 625 million against planned expenditure of US$ 750 million. The actual income received during the year was $620.5 million54 against expenditure of $684 million.55 The carried forward unpaid liabilities from 2019 to 2020 was US$ 55 million, including an unpaid CERF loan.

Through its 2019 Syria Regional Crisis EA, UNRWA sought US$ 277 million. Many donors responded generously, although only 34.23 per cent (US$ 94.81 million out of US$ 277 million) of funding needs were pledged. In the oPt, the Agency continued to provide basic humanitarian assistance through a 2019 EA for US$ 138 million, 61.57 per cent (US$ 84.96 million)56 of which had been pledged by the end of the year, a decline in absolute terms over previous years and a trend which is a concern to the Agency. The programme budget advanced an additional $32.5 million to emergency operations in oPt during the year, which was funded from income from indirect support costs.

According to unaudited financial statements (International Public Sector Accounting Standards [IPSAS] view57), in 2019 the Agency spent US$ 1.17 billion. The largest expenditure was US$ 762 million, under the unrestricted programme budget, accounting for 65.14 per cent of total expenditure. Emergency activities and projects (including restricted fund activities) accounted for 23.63 per cent and 12.32 per cent respectively.58 Education remained the largest programme funded through the programme budget, with an expenditure of US$ 454.61 million, or 60 per cent of the total unrestricted programme budget.


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chapter two: annual reporting under the unrwa programme budget


2.1. strategic outcome one results analysis: refugees’ rights under international law are protected and promotedThroughout 2019, UNRWA continued to strengthen the protection of vulnerable and at risk groups by: (i) further developing the capacity of frontline staff; (ii) coordinating safe and meaningful access to life saving services; (iii) promoting communities to identify and address protection concerns; and (iv) advocating for the rights of Palestine refugees and raising protection issues of concern with the relevant authorities and other duty bearers.60 In order to effectively carry out these functions, 6,544 staff across all fields of Agency operation were trained on protection principles and their practical application. Training courses conducted in 2019 included on the inclusion of persons with disabilities specific for infrastructure and camp improvement (ICIP) and health programme staff, Gender-Based Violence (GBV) case management, a survivor-centred approach to addressing GBV and in relation to the Addressing Violence Affecting Children initiative. UNRWA’s health, RSS and protection programmes also continued to work together on the introduction and mainstreaming of MHPSS services, started in 2018. In 2019, 98,401 MHPSS consultations were provided across all fields of Agency operation.

UNRWA continued to promote equal and dignified access to services by all Palestine refugees including persons with disabilities, the elderly, undocumented married women and girls and women and child headed households.

Recommendations stemming from biennial UNRWA protection audits were finalized in July 2019, with efforts to address them beginning in the second half of the year. Cooperation between the HQ education programme, ICIP and the protection division also continued to identify and support children with disabilities, leading to 71.7 per cent of students identified as having a disability receiving support, a 90.24 per cent increase on 2018.

Protection concerns affecting Palestine refugees were also documented, including non-admission, refoulement and legal status. The Agency engaged with Host Governments, asylum authorities, specialized organizations and other UN entities on these issues to secure remedial action. By the end of 2019, UNRWA had made 507 interventions targeting external actors and duty bearers concerning protection issues.

The Multilateral Organisation Performance Assessment Network (MOPAN) review of UNRWA was issued in June 2019 and highlighted a deteriorating protection situation in many fields of Agency operation against limited resources that have largely been projectized.61 By way of response, UNRWA commissioned a strategic review of the protection function to rethink the delivery of the Agency’s protection agenda in a resource-constrained environment. This review will be completed in 2020.

Throughout 2019, the Agency continued to advocate for the rights of Palestine refugees and raise protection issues of concern with the relevant authorities and other duty bearers. During the course of the year, 507 protection advocacy interventions were undertaken, 27 more than in 2018. The high number of advocacy interventions reflected protection concerns that both continued into 2019 (e.g. ISF use of force in

response to the Gaza protests) and emerged during the year, including Syria Field Office (SFO) advocacy for humanitarian access to areas which returned to Government control. UNRWA-wide, advocacy efforts during the reporting period covered a wide range of protection issues, including: (i) the impact of the Syrian conflict on Palestine refugees, including in relation to the protection of civilians, freedom of movement,

Indicator Location Baseline (Actual 2018) Target 2020 62 Actual 2019 Target 2021

Number of protection (advocacy) interventions, including formal letters, concerning protection issues undertaken by UNRWA targeting external actors and duty bearers

WBFO 146 N/A 176 N/ASFO 126 N/A 108 N/AGFO 68 N/A 79 N/ALFO 125 N/A 115 N/AJFO 15 N/A 11 N/A

UNRWA 480 N/A 507 63 N/A

Source: Protection database (if available) and/or formal and informal UNRWA reports and public information reports.

Frequency: Quarterly


Indicator LocationBaseline

(Actual 2018) 64

(%)

Target 2020 65

(%)Actual 2019

(%)Target 2021

(%)

Percentage of protection mainstreaming recommendations from internal protection audits implemented

WBFO 44.0 80.0 5.0 80.0SFO 33.0 68.0 0.0 100.0GFO 42.0 86.0 6.0 90.0LFO 47.1 80.0 23.0 80.0JFO 17.8 86.0 11.0 90.0

UNRWA 35.8 77.8 9.0 88.0

Source: Recommendations Matrix

Frequency: biennial (every two years)

humanitarian access, civil documentation and housing, land and property rights; (ii) the rights of PRS living in Jordan and Lebanon, including in relation to legal stay, return and forcible return raising concerns of refoulement; (iii) home demolitions and forced displacement in the West Bank; (iv) access to the labour market for PRL; and (v) ISF use of force in relation to GMR demonstrations in Gaza.

All Agency field offices undertook advocacy interventions in 2019; however, the extent to which these activities were undertaken depended on the level of direct engagement with duty bearers, the prevailing security environment and the capacity of restructured protection teams. Despite these

challenges, individual advocacy interventions demonstrated that results could be achieved in relation to areas of concern. For example, in 2019, through focused advocacy, the WBFO contributed to a reduction in the exposure of refugees to the excessive use of tear gas in Aida refugee camp by the ISF.

The types of UNRWA advocacy interventions included bilateral meetings, briefings and field visits, formal correspondence with duty bearers and submissions to relevant human rights mechanisms on issues of alleged violations of international law. In this regard, UNRWA made a total of 14 submissions and briefings to international human rights mechanisms at their request and covering the West Bank, Gaza, Lebanon and Syria.

The most recent biennial protection audits were finalized in late July 2019. They assessed the degree of alignment with the Agency’s protection mainstreaming principles by programme and field. 66 The protection audits were conducted by Protection staff and involved extensive stakeholder engagement, including 20 meetings with 134 Agency staff and 40 focus group discussions with 456 Palestine refugees benefitting from UNRWA services. The Agency’s programmes agreed 104 recommendations to be implemented during 2019-20. Recommendations included on the non-discriminatory access to UNRWA services and non-discriminatory admission and retention in the Agency’s educational institutions.

In the second half of 2019, the Agency’s programmes developed plans and initiated the implementation of the recommendations. The relatively low rate (9.0 per cent) of recommendations fully implemented by the end of 2019 reflects the short, five-month period for their realization. Implementation of a further 66.6 per cent of recommendations had been initiated by the end of 2019 and is expected to be completed in 2020, approximating the 2020 target of 77.8 per cent. These include a number of measures to close protection gaps in policies and procedures, such as the development of a new technical instruction to ensure access to maternal health for single women and women without marriage certificates. Additional technical instructions are also being formulated on the admission of married and/or pregnant girls to UNRWA educational institutions, as well as on safety and security in education installations.

Gender mainstreamingThe Agency’s commitment to the promotion of gender equality

and women’s empowerment is enshrined in its Gender Equality Policy (2007) and the Gender Equality Strategy 2016-2021 (GES)67 that are being implemented in tandem with the MTS 2016-22. Building on a ‘dual-track’ approach that focusses on changes to organizational culture and front line service delivery, during the reporting period, the Agency advanced GES implementation through individual field office gender action plans that focused on: (i) the development of staff capacity on a broad range of protection issues including gender mainstreaming, GBV, Sexual Exploitation and Abuse (SEA) and gender-sensitive school curricula; and (ii) gender-sensitive programming and affirmative action that included the incorporation of a gender perspective in relation to the rehabilitation of shelters, schools and HCs, involving men in pre-conception care and family planning, addressing child marriage through awareness raising sessions and promoting female economic participation through vocational training.

The roll out of the gender marker6 8 continued in 2019.The MOPAN report on UNRWA, published in June 2019, highlighted that 64.4 per cent of the Agency’s programme budget contributed in a significant way to gender mainstreaming.69 Capacity development in support of gender marker implementation within project proposals also continued. In 2019, a training course was produced for staff developing project proposals and was piloted in the LFO for 15 staff members. This training will be extended to other fields in 2020.

During the reporting period, UNRWA continued to build awareness and knowledge around gender equality. To this end, the Agency network of 70 gender focal points supported staff in mainstreaming gender considerations into programmes. The


Agency also launched an UNRWA-wide gender forum as a space to share best practice with staff and partners. Four sessions were organized during the year, with topics discussed including: sexual and reproductive rights in a crisis context, women’s economic empowerment, the contribution of cash assistance to gender equality and the participation of youth in the promotion of gender equality. As in previous years, the Agency joined UN-wide celebrations in support of International Women’s Day and organized 44 gender awareness-raising initiatives, including TV spots, film showings, theatre shows, sports tournaments and public discussions across all areas of UNRWA operation.

Work on the implementation of the UN System-wide Action Plan on Gender Equality and the Empowerment of Women (UN-SWAP) continued. In 2019, the Agency met or exceeded performance on only seven of 17 indicators and was, for the first time, below the average UN system performance. The Agency’s performance was affected by the introduction of new and more challenging indicators in UN-SWAP 2.0 (the

second generation accountability framework for 2018-22). Two of the four targets for new indicators introduced in UN-SWAP 2.0 were missed, including Performance Indicator 1 on “Strategic planning gender-related SDG results” and Performance Indicator 2 on “Reporting on gender-related SDG results”. One other new indicator, Performance Indicator 3 on “Programmatic gender-related SDG results not directly captured in the strategic plan”, was not assessed as applicable to the Agency. Three of the four targets related to strengthened indicators were also missed. These included Performance Indicator 3 on “Evaluation”, Performance Indicator 13 on “Organisational culture” and Performance Indicator 17 on “Coherence”. 70 In their assessment of the Agency’s performance against the UN-SWAP 2.0 indicators, UN Women encouraged the Agency to increase financial resource allocations for gender-related activities and accelerate efforts to achieve the equal representation of women at all levels.71 An action plan was developed to improve performance in 2020.

Students prepare for the 16 Days of Activism againstGBV at Rimal Preparatory School, Gaza. © 2019 UNRWA Photo by Ibraheem Abu Usheiba


Gender-based violenceCombining different tools and methodologies developed between 2017 and 2019 as part of the “Building Safety to Reduce GBV in Emergencies” project, UNRWA developed a capacity building initiative that worked on changing staff knowledge, practice and attitudes. From its launch in October 2017 until its finalisation in August 2019, the project supported the development of the Agency’s GBV competency framework, trained 600 staff on better understanding GBV and introduced an e-learning GBV risk mitigation in emergencies course that was undertaken by 454 staff members. Through this initiative, on-the-job coaching for 199 staff was provided, focussing on the three main competencies of the survivor-centred approach: communication, counselling and supervision skills. A further eight GBV focal points were appointed to work in UNRWA schools.

In parallel, the RSS programme initiated a comprehensive social work reform with the aim of professionalising at least 250 social workers across the five fields of Agency operation to carry out case work and case management. GFO and LFO completed the training of 130 social workers that included comprehensive management of GBV within families. An internal referral mechanism across UNRWA programmes was established to manage critical risk cases, including those related to GBV.

During the reporting period, an internal end line study that measured and compared perceptions and practices related to GBV prevention - before the establishment of the Agency’s GBV Prevention Framework in 2017 - was conducted. Results demonstrated that: (i) UNRWA has taken important steps to mainstream GBV through its programmes; (ii) staff awareness, knowledge and understanding regarding GBV prevention has improved; and (iii) Agency partners clearly recognise UNRWA’s comparative advantage in relation to GBV prevention. The study also concluded that a GBV response (as opposed to prevention) focus still dominates and cultural factors remain barriers for some staff to acknowledge and address GBV. While it was noted that the Agency’s investment in developing a GBV learning culture has paid dividends, the study also found that results monitoring systems required strengthening and further investments were necessary to ensure the systematic integration of prevention across the whole spectrum of the Agency’s operations.

In November and December 2019, the Agency joined the 16 Days of Activism against GBV campaign and used events to accelerate the implementation of its GBV prevention framework. To this end, some 120 activities were organized across the five fields of UNRWA operation, including plays, art sessions, open forum discussions, workshops on women’s rights and family law and film / television programme screenings. The latter included “The Shop of Engineer Lina’s Father”, a mini-series that narrates throughout its episodes the different mechanisms to prevent, mitigate and respond to the risk of GBV. By the end of the year, the six episodes of the series had attracted over 260,000 online views.72

Persons with disabilitiesThe Agency adopts a twin-track approach to ensure the full inclusion of Palestine refugees with disabilities. This entails the provision of ‘targeted/tailored interventions’ to meet the individual disability-specific needs of Palestine refugees, coupled with ‘disability mainstreaming’, whereby all UNRWA programmes and services are designed to ensure that they are usable by and/or reach beneficiaries with disabilities.

In 2019, the Agency provided services to 26,743 Palestine refugees with disabilities (11,788 female and 14,955 male), either directly or through partnerships with community based rehabilitation centres.73 These services included: (i) the provision of direct or indirect assistive devices to increase access to services by persons with disabilities; (ii) support to community-based rehabilitation services for persons with visual and hearing impairments, children with cerebral palsy and intellectual disabilities, as well as refugees requiring speech and physical therapy; and (iii) community awareness raising activities to promote positive attitudes within the community towards the inclusion of persons with disabilities.

Disability mainstreaming was also undertaken by UNRWA programmes. The Agency’s education, RSS and health programmes and protection division worked to identify children with disabilities and support their inclusion in the education system, in line with the UNRWA Inclusive Education (IE) approach. Some 71.74 per cent of students identified as having a disability received support in 2019, a 90.24 per cent increase on 2018. Through the health programme, 90 frontline and management medical staff were trained on inclusive health services, while 71 engineers were trained on how to incorporate accessibility standards into the design, construction and maintenance of the Agency’s installations. Furthermore, 101 schools and 12 HCs were either constructed, reconstructed or upgraded in accordance with UNRWA technical standards and ‘Guidelines for Physically Accessible Environment’.

In 2019, the Agency made a total of 14 submissions and briefings to international human rights mechanisms in accordance with UNRWA’s Framework for Effective Engagement with the International Human Rights System (2011). Many of these addressed the use of violence related to possible violations of international law resulting in physical injury and psychological trauma potentially causing long-term disabilities, as well as the impact on the rights of Palestine refugees with disabilities. The Agency also advocated both publicly and privately on issues of concern for refugees with disabilities or actions likely to cause disability. This included through the report, published in March 2019, on ‘Gaza’s “Great March of Return”, one year on’. The report highlighted that as a result of the ISF responses to the GMR, more than 2,729 patients had been treated in 22 UNRWA primary health facilities. The use of live ammunition against the demonstrators had resulted in serious injuries, including those causing long-term disabilities with life-changing implications. The Agency continued its engagement with other UN entities


and international mechanisms for disability inclusion. UNRWA actively participated in the Inter-Agency Standing Committee (IASC) Task Team on Disability Inclusion and in the Working Group for the launch and dissemination of the IASC Guidelines on the Inclusion of Persons with Disabilities in Humanitarian Action. Furthermore, UNRWA participated in the consultations towards the development of the United Nations Disability Inclusion Strategy (UNDIS) and its piloting from March 2019.

The UNDIS, which comprises a policy and accountability framework towards disability inclusion, will be used by the Agency to consolidate its achievements towards disability inclusion. In December 2019, UNRWA launched the process of aligning its Disability Inclusion Strategy with the new UNDIS in a kick-off meeting with all senior managers, chaired by the Acting Commissioner-General.


2.2. strategic outcome two results analysis: refugees’ health is protected and the disease burden is reducedIn 2019, UNRWA continued to deliver comprehensive PHC to Palestine refugees while supporting the ability of the most vulnerable to access secondary and tertiary care. Universal access to PHC was provided through the Family Health Team (FHT) approach, a person-centred platform focused on the provision of comprehensive care for the entire family. Emphasising long-term provider-patient/family relationships, the approach is designed to improve the quality, efficiency and effectiveness of health services.

Despite the ongoing conflict in Syria, the fragile political and economic environment in Lebanon and continuing restrictions and political instability in Gaza and the West Bank, Agency-wide annual health targets were either met or surpassed for the majority of indicators. In response to the increasing incidence of non-communicable diseases (NCDs) among Palestine refugees, UNRWA continued to introduce new screening, tests, medicines and public awareness campaigns to promote

prevention and condition management.74 Maternal and child health outcomes, including immunization rates, remained strong, and the Agency continued to strengthen areas where services could be further improved, such as in schools and in relation to reproductive health, e-health integration and through the incorporation of mental and school health into the e-health system. During the reporting period, e-health was rolled out to nine additional HCs in Syria, a considerable accomplishment in light of the ongoing conflict and severe logistical and technological challenges. In addition, 12 HCs were renovated to improve the health care environment through the development of structures that, in line with the FHT approach and e-Health, facilitate improved patient flow and the application of protection standards. In total, 72 per cent of all Agency HCs now meet enhanced quality care standards.

Indicator Location Baseline (Actual 2018) Target 2019 Actual 2019 Target 202175

Average daily medical consultations per doctor


UNRWA 82.0 80.0 78.0 76.4

Source: UNRWA Health Department routine reports


A Palestine refugee receives a medical consultation at the UNRWA Al-Fakhoura HC, Gaza. © 2020 UNRWA Photo by Khalil Adwan


In 2019, across all fields of UNRWA operation, HC doctors provided 8,723,118 (5,249,093 for females and 3,474,025 for males) PHC consultations, including 4,215,247 consultations in Gaza, 1,695,966 in Jordan, 1,126,299 in the West Bank, 881,064 in Lebanon and 804,542 in Syria. Children under the age of five accounted for 852,831 consultations. Palestine refugees accessed an additional 98,401 MHPSS consultations (81,718 of which were for female patients and 16,683 for male patients) during the reporting period, an increase of almost three per cent compared to 2018 (95,795 consultations) and an indication of increased demand for this service.

The 2019 Agency-wide targets for average daily medical consultations per doctor were not fully met due to: (i) a 6.9 per cent increase in the number of medical consultations provided in Jordan (1,695,966 consultations in 2019 against 1,587,015 in 2018); and (ii) Agency funding shortages that limited recruitment efforts. This meant that posts vacated due to retirement or for any other reason were not replaced except for critical posts that were filled by daily paid staff who tended to be less well trained. This approach, while necessary under the circumstances, created efficiency gaps.


Number of HCs fully implementing eHealth system.

WBFO 43 43 43 43SFO 11 18 20 26GFO 22 22 22 22LFO 27 27 27 27JFO 26 25 76 25 25

UNRWA 129 135 137 143



Conceived as part of a comprehensive strategic reform of the Agency’s health programme, e-Health is a patient-centred, web-based application that allows UNRWA to generate electronic medical records with a view to the realization of ‘paperless clinics’. E-health medical records use the International Statistical Classification of Diseases (ICD), the foundation for the identification of health trends and statistics globally and the international standard for health reporting. ICD defines the universe of diseases, disorders, injuries and other related health conditions, listing these in a comprehensive, hierarchical fashion; translating the diagnoses of diseases and other health problems from words into an alphanumeric code, which permits the easy storage, retrieval and analysis of data. Through e-Health, Agency HC staff – observing confidentiality – are able to easily collect, store, access and communicate patient data, administrative innovations that have reduced the number of medical consultations, allowing for longer doctor/patient consultations and reduced waiting times. This has resulted in health staff being able to provide more accurate medical advice based on patient medical histories that can be electronically retrieved. The system has also facilitated enhanced monitoring and reporting capabilities through the automatic generation of 29 standard qualitative and quantitative reports, enabling evidence-based decision-making.

Enhanced maternal and child health was also facilitated in 2019 through the launch of an electronic maternal and child health mobile application (e-MCH) that can be easily downloaded to the mobile phones of new and expecting Palestine refugee mothers. Granting these patients instant access to information on pregnancy and childcare, e-MCH is linked to the UNRWA e-health database and enables new and expecting mothers to instantly retrieve their electronic medical files. In addition, the application facilitates effective health care through the use of customised push notifications that alert users as to upcoming appointments and health tips based on the stage of the pregnancy/age of infants. The e-MCH application has proven to be an effective tool in improving interaction between medical staff and patients while reducing the number of phone inquiries and in-person visits to HCs. Based on a successful pilot in Jordan, e-MCH was successfully rolled out to other fields of Agency operation. As at the end of the year, 134,848 accounts had been operationalized.

By the end of 2019 e-Health was operational across 137 out of 141 UNRWA HCs, overachieving the 2019 Agency-wide target of 135. In Syria, nine, against a targeted seven HCs were equipped with e-Health during the reporting period with further system expansion being expected in 2020 as the security situation, infrastructure and connectivity allow.


UNRWA recognises the importance of ensuring that its health facilities are accessible to enable persons with disabilities to fully realize their right to healthcare. To this end, in accordance with an Agency-wide plan, UNRWA is implementing measures to ensure a physically accessible environment for all HCs. As at the end of 2019, a total of 72 per cent of UNRWA HCs met protection design standards, exceeding the target of 59.8 per cent. New facilities are designed and constructed in accordance with accessibility guidelines while all existing facilities, built on or before 1 January 2017, are being gradually upgraded. The physical design of health facilities plays an important role in improving the quality of patient care while reducing staff stress and fatigue. In this regard, the Agency either constructed, upgraded or reconstructed 12 HCs in 2019 - five in Gaza, five in Lebanon, one in the West Bank and one in

Jordan. All reconstructed HCs were made physically accessible to all refugees and staff, including persons with disabilities, while in the upgraded HCs physical accessibility was enhanced especially for persons with physical impairments. Safety measures were also integrated, including strengthened structural integrity, improved fire safety provisions and better hygiene and infection control measures. These measures also reflected specific gender and spatial requirements of the FHT approach, including privacy, patient flow, health team composition and zoning.

The reconstruction, upgrade and maintenance of HCs support good health care practice while improved infrastructure and layouts have facilitated key reforms, including provisions for electronic medical records as well as the introduction of automated queuing systems that have streamlined the handling of medical appointments.


(Actual 2018)(%)

Target 2019(%)

Actual 2019(%)

Target 2021(%)

Percentage of HCs77 meeting UNRWA facilities protection design standards

WBFO 57.1 60.0 59.1 48.0 SFO N/A N/A N/A N/AGFO 77.3 80.0 78.3 85.0LFO 25.9 29.0 66.7 18.0 JFO 82.4 82.4 83.3 31.0

UNRWA 57.5 (excl. SFO)

59.8(excl. SFO)

72.0(excl. SFO)

41.3 (excl. SFO)

Source: ICIP documents and reports

Frequency: Annual

In coordination with the Expanded Programme of Immunization (EPI), continued high levels of immunization coverage across the five fields of UNRWA operation ensured the prevention of outbreaks of vaccine preventable diseases. During the reporting period, a total of 434,143 children under 60 months of age were registered at Agency PHC facilities, of whom 128,221 were newly registered infants. In 2019, immunization coverage reached 99.4 per cent for registered 12-month-old children and 99.4 per cent for 18-month-old children, a coverage rate above the World Health Organization (WHO) immunization target of 95.0 per cent. Factors contributing to the Agency’s success include a consistent supply of essential vaccines and a well-established appointment scheduling system, complemented by continuous follow-up of children who miss pre-scheduled

appointments. In 2019, the Agency participated in annual national vaccination campaigns and partnered with domestic and international agencies, the Ministries of Health, WHO and the United Nations Children’s Fund (UNICEF) in Host Countries to ensure ‘social immunity’ among all children living in each field of UNRWA operation.

Though the Agency’s EPI efforts and high coverage rates contributed to the control of potential outbreaks, the Agency underachieved against the 2019 target (two EPI vaccine preventable disease outbreaks – one outbreak in each of Lebanon and Gaza - against the targeted zero outbreaks). In Lebanon, 165 cases of Hepatitis A were recorded in Rashidieh HC. In an early and effective response, UNRWA worked closely with Lebanon’s Ministry of Public Health (MoPH) and


Number of EPI vaccine preventable disease outbreaks

WBFO 0 0 0 0SFO 0 0 0 0GFO 0 0 1 0LFO 0 0 1 0JFO 0 0 0 0

UNRWA 0 0 2 0




A lab technician at UNRWA Al-Fakhoura HC, Gaza.© 2020 UNRWA Photo by Khalil Adwan


(Actual 2018)(%)

Target 2019(%)

Actual 2019(%)

Target 2021(%)

Percentage of targeted population screened for diabetes mellitus (aged 40 years and above)


UNRWA 21.7 21.9 23.6 20.2



other local stakeholders to map the disease’s spread, identify and effectively address the source. In addition, awareness sessions on Hepatitis A prevention measures and proper hygiene practices were organized inside the camp, including in schools. These efforts effectively controlled the outbreak and stopped the propagation of the disease. In Gaza, 20 cases of measles were identified, with cases registered in the Beach, Zaitoun, Jabalia, Rimal, Talsultan, Gaza Town and Nuserait HCs. The outbreak was linked to travellers from neighbouring countries where large measles outbreaks had occurred. The Agency maintained close surveillance of the outbreak and launched a one-week campaign to ensure all infants aged

between six months and 12 months were vaccinated. This was supplemented by an awareness-raising campaign conducted in all HCs in Gaza. Vaccinations of HC staff aged between 20 and 40 years of age were also administered. UNRWA continued its cooperation with Host Authorities and with WHO and participated in immunization campaigns across all fields. In addition, UNRWA focused on strengthening the surveillance of emerging and re-emerging diseases. Close coordination was maintained with the Host Countries’ Ministries of Health for surveillance of communicable diseases, outbreak investigation, and supply of vaccines and exchange of information.



(Actual 2018)(%)

Target 2019(%)

Actual 2019(%)

Target 2021(%)

Percentage of UNRWA hospitalization accessed by SSNP


UNRWA 16.2 19.2 23.7 16.2



The prevalence of NCDs among Palestine refugees is increasing, with diabetes mellitus (DM), hypertension, cardiovascular and chronic respiratory diseases the primary cause of death across all Agency fields of operation. These conditions are further impacted by an ageing population and sedentary / unhealthy lifestyles. Palestine refugees, particularly PRS, are especially vulnerable to NCDs, as many fled the conflict with limited resources, endure conditions of prolonged displacement and deepening poverty, and thus struggle to pursue healthy lifestyles and access adequate care.

Employing an ‘at-risk’ approach, UNRWA provides screening for DM among high-risk groups, including persons aged 40 years and above, a key focus in the prevention, early detection or delayed onset of the disease. In 2019, a total of 197,422 Palestine refugees over 40 were screened for DM, including 81,245 in Gaza, 36,104 in Jordan, 21,374 in Lebanon, 16,838 in Syria and 41,861 in West Bank. Of those screened, 78,573 were

female and 118,849 were male. The 2019 Agency-wide target was surpassed due to a strategy of mandatory screening for Palestine refugees presenting with at least one risk factor including smoking, obesity and / or a family history of DM or hypertension. Agency-wide, 156,515 diabetic patients received care during the year, 61 per cent of whom were female, reflecting a higher degree of willingness amongst females to seek medical assistance.

In order to improve early detection rates, during the reporting period, UNRWA introduced standardised NCD technical instructions across all fields of Agency operation. In 2020, UNRWA plans to review the diagnostic facilities for diabetic patients (HBA1C tests) and potentially increase testing frequency from one to two tests per year per patient for closer monitoring and stricter follow-up of control status. The Agency also plans to review the laboratory methods used in each field in order to standardise these processes.

UNRWA provides secondary and tertiary healthcare to Palestine refugees through contracts with hospitals or by reimbursing a high proportion of the costs incurred for inpatient care at public, non-governmental and private healthcare facilities. In addition, the Agency runs Qalqilya Hospital in the West Bank.78

In 2019, the UNRWA-wide target for the percentage of Agency hospitalizations accessed by SSNP was exceeded, particularly in Syria and Gaza. In line with UNRWA’s MTS 2016-22, hospitalization technical instructions extended priority to the most vulnerable Palestine refugees. There was an increased demand for hospital care in SFO and GFO, in particular, due to disrupted public health infrastructure. In WBFO and JFO, Palestine refugees have access to Host Government hospitalization schemes that can prove less costly than the small co-payment requested by the Agency for its services. Palestine refugees residing in Lebanon continued to be without access to Host Government healthcare and remained more reliant on UNRWA services, including hospitalization.

The Agency-wide strategy to ensure that hospital care is available for the most vulnerable segment of the Palestine refugee population continued across all five fields of operation. Priority was afforded to families registered under the SSNP

to prevent prohibitive healthcare expenditure and facilitate access to life-saving treatment. In total, 88,075 patients were admitted for hospital care in 2019, including 27,092 patients in the West Bank (575 of whom were SSNP beneficiaries), 14,415 in Syria (5,643 SSNP), 10,966 in Gaza (4,134 SSNP), 26,698 in Lebanon (9,097 SSNP) and 8,904 in Jordan (1,413 SSNP). Females accounted for 66 per cent of all admissions (58,134). Faced with increasing needs against finite financial resources, UNRWA increased the health programme’s effectiveness and efficiency through the enhanced analysis of hospitalization records to prevent overuse. Through a strict gate-keeping mechanism and close monitoring of hospital referrals from Agency clinics and emergency/self-admissions, further efficiencies were achieved. In addition, hospitalization data audits were performed to ascertain the appropriateness of length of stay and services rendered by hospitals for specific conditions. It is anticipated that the costs of hospitalization will increase in 2020 due to inflation in the secondary and tertiary care markets and population growth. The recent political turmoil in Lebanon, active conflict in Syria and poor socio-economic conditions in the West Bank and Gaza also serve to increase costs. In 2020, UNRWA will continue to negotiate better cost and service agreements with its providers to counteract inflationary pressures.


2.3. strategic outcome three results analysis: school-aged children complete quality, equitable and inclusive basic educationNotwithstanding the increasingly challenging context, the UNRWA education programme successfully met the majority of its targets in 2019 and continued its work to embed, enrich and sustain the education reform efforts it implemented between 2011-2016. An external performance assessment, commissioned by several top donors through the MOPAN, commended the Agency for its systemic reform in education and said that it is “characterized by a high technical competence,” efficiency and quality.79

The student survival rate, which represents the proportion of students expected to reach the final grade of basic education offered in UNRWA schools, increased from 96.2 per cent in the 2017/18 school year to 96.7 per cent in 2018/19. This sustained increase is especially impressive when compared with regional and global statistics. According to the latest available data from the United Nations Educational Scientific and Cultural Organization (UNESCO), the average survival rate to the last grade of lower secondary education was 97.6 per cent for Organization for Economic Co-operation and Development (OECD) countries and 94.33 per cent for Gulf Cooperation Council (GCC) countries.80 However, underlying this positive overall trend was some degree of variation between Agency fields of operation and by gender. Of note here is that UNRWA is monitoring and working to address increasing male dropout rates at the preparatory level in some fields of operation.

Towards greater student inclusion, the Agency continued to strengthen support for students with additional needs or those who risk losing education opportunities due to heightened

conflict. The percentage of students with disabilities provided with support according to their needs increased from 37.71 per cent in 2018 to 71.74 per cent in 2019. The EiE programme continued to enable increased psychosocial support, parental engagement and safety and security efforts to facilitate access to education in times of crisis. In relation to gender equity, with the notable exception of an increasing male preparatory dropout rate, the majority of gains in key education indicators were reflected among both male and female students.

The work of the Education programme to enhance systems for gathering, monitoring and engaging actively with relevant data to improve quality, equity and inclusion at multiple levels continued. In 2019, the UNRWA-wide Education Management Information System (EMIS) Student Module was enhanced to better meet the data needs of the fields, with considerable progress made in the development of the Staff and the Premises modules. The Agency also continued to strengthen the implementation of its School Quality Assurance (SQA) process. The SQA process is one of rigorous review of a school with resultant clear linked recommendations and subsequent tailored support. A monitoring ‘tree’ for the SQA process has been developed and integrated into the EMIS Staff module. In the future, it is critical that UNRWA fully deploys these data, monitoring and quality assurance systems to ensure that the principles, practices and professional structures of the reform, and of the MTS 2016-22, are embedded, sustained and enriched towards enhanced student learning outcomes.


(Actual 2017/18)(%)

Target 2018/19(%)

Actual 2018/19(%)

Target 2020/21 81

(%)

Cumulative drop-out rate (elementary) WBFO 0.38 0.64 0.32 0.64SFO 0.00 0.38 0.17 0.38GFO 0.55 1.07 0.63 1.07LFO 0.98 1.87 0.42 1.87JFO 1.77 2.13 1.04 2.13

UNRWA

0.78(incl. SFO)

0.87(excl. SFO)

1.25 (incl. SFO)

1.33 (excl. SFO)

0.64(incl. SFO)

0.69(excl. SFO)

1.25 (incl. SFO)

1.33 (excl. SFO)

Source: EMIS

Frequency: Annual


Students participating in a lesson at New Gaza Co-Ed School, Gaza © 2020 UNRWA Photo by Khalil Adwan


(Actual 2017/18)(%)

Target 2018/19(%)

Actual 2018/19(%)

Target 2020/2181 (%)

Cumulative drop-out rate (elementary) - male


UNRWA

1.02(incl. SFO)

1.13(excl. SFO)

1.72 (incl. SFO)

1.84 (excl. SFO)

0.85(incl. SFO)

0.92(excl. SFO)

1.72 (incl. SFO)

1.84 (excl. SFO)

Source: EMIS

Frequency: Annual


(Actual 2017/18)(%)

Target 2018/19(%)

Actual 2018/19(%)

Target 2020/21 (%)

Cumulative drop-out rate (elementary) - female


UNRWA

0.55 (incl. SFO)

0.60(excl. SFO)

0.78 (incl. SFO)

0.83 (excl. SFO)

0.43(incl. SFO)

0.46(excl. SFO)

0.78 (incl. SFO)

0.83 (excl. SFO)

Source: EMIS

Frequency: Annual



(Actual 2017/18)(%)

Target 2018/19(%)

Actual 2018/19(%)

Target 2020/21 (%)

Cumulative drop-out rate (preparatory) WBFO 2.46 2.82 3.72 2.82SFO 0.41 0.73 0.61 0.73GFO 1.18 1.83 1.43 1.83LFO 1.57 3.27 0.80 3.27JFO 9.53 8.83 6.52 8.83

UNRWA

2.34(incl. SFO)

2.53(excl. SFO)

2.84 (incl. SFO)

3.04 (excl. SFO)

2.15(incl. SFO)

2.30(excl. SFO)

2.84 (incl. SFO)

3.04 (excl. SFO)

Source: EMIS

Frequency: Annual

At the Agency-level, cumulative elementary dropout rates continued to fall, with results ahead of plan for all fields and for both male and female students. This positive trend was driven by steep reductions in the dropout rate in Lebanon and Jordan. Lebanon’s elementary dropout rate, which had already been reduced to 0.98 per cent in 2017/18, was reduced further by more than half, to just 0.42 per cent in 2018/19, exceeding the 2018/19 target of 1.87 per cent. This is attributed to an emphasis on the psychosocial well-being of students through School Counsellors who were also trained in this period on the UNRWA Psychosocial Support Recreational Activities Resource Guide, improved support for at-risk students, including through a formative assessment approach of students’ learning and the use of the IE Toolkit. In addition, SQA visits facilitate school-level review and effective response to potential dropout. The reduction in elementary dropout rates in Jordan was also substantial and noteworthy given that these have historically been much higher in Jordan than in other fields. Between 2017/18 and 2018/19, elementary dropout rates in Jordan decreased from 1.77 to 1.04 per cent, a result that exceeded the 2018/19 Jordan specific target of 2.13 per cent and male elementary dropout rates were cut nearly in half. This is attributed to reduced grade repetition,

which is known to increase the risk of dropout, as well as to Agency efforts to provide targeted support for students at risk of dropout. These interventions included counselling, administrative interventions for students with long absences, awareness sessions for parents and student access to co-curricular and recreational activities. Elementary dropout was also reduced for both male and female students in the West Bank and while this is attributed to enhanced support on multiple fronts, the promotion of IE and restrictions on grade repetition in grades 1-4 are considered important factors.

The reduction in elementary cumulative dropout achieved at the aggregate Agency level was not observed in every field, with cumulative elementary dropout rates increasing in both Syria and Gaza. In the case of Syria, although the elementary dropout rate increased to 0.17 per cent in 2018/19, this result still overachieved against the target of 0.38 per cent and was the lowest elementary dropout rate of any field. In Gaza, the slight increase in the overall elementary dropout rate was driven by an increase among male students as the dropout rate for female students declined. Deteriorating economic conditions and overall well-being for students, their families and communities were likely the major factors behind this trend. This will be explored further in 2020.


(Actual 2017/18)(%)

Target 2018/19(%)

Actual 2018/19(%)

Target 2020/21 (%)

Cumulative drop-out rate (preparatory) - male


UNRWA

2.82(incl. SFO)

3.05(excl. SFO)

3.27 (incl. SFO)

3.47 (excl. SFO)

3.07(incl. SFO)

3.25(excl. SFO)

3.27 (incl. SFO)

3.47 (excl. SFO)

Source: EMIS

Frequency: Annual



(Actual 2017/18)(%)

Target 2018/19(%)

Actual 2018/19(%)

Target 2020/21 (%)

Cumulative drop-out rate (preparatory) - female


UNRWA

1.87(incl. SFO)

2.01(excl. SFO)

2.41(incl. SFO)

2.62(excl. SFO)

1.22(incl. SFO)

1.33(excl. SFO)

2.41(incl. SFO)

2.62(excl. SFO)

Source: EMIS

Frequency: Annual

At the preparatory level, targets for total cumulative dropout rates were over-achieved in all fields except in the West Bank, resulting in an overall improvement and ahead-of-plan result Agency-wide. This improvement was driven by substantial decreases in Jordan where dropout rates were historically much higher than in other fields of UNRWA operation. During the reporting period, in Jordan the cumulative drop-out rate (preparatory) decreased from 9.53 per cent in 2017/18 to 6.52 per cent in 2018/19, exceeding the target of 8.83 per cent. As with the decrease in elementary dropout, this is attributed to decreased grade repetition and a range of interventions targeting students at risk of dropout. The preparatory dropout rate in Lebanon was also cut nearly in half, falling to just 0.80 per cent in 2018/19, overachieving the target of 3.27 per cent. This is attributed to similar factors to those involved at the elementary level: targeted psychosocial support (PSS) activities, the use of formative assessment and the IE Toolkit and a focus on dropout within the SQA process.

Despite overall improvement at the Agency level, preparatory dropout rates increased in the West Bank, Syria and Gaza, due to an increase in dropout among male students. In the West Bank, the male preparatory dropout rate nearly doubled, increasing from 3.65 to 6.77 per cent against the 3.72 per cent target and in Gaza the corresponding increase was from 1.73 to 2.32 per cent, a result that still exceeded the 2018/19 target of 2.65 per cent. Although Syria’s male preparatory dropout rate remained the lowest of all fields at 1.14 per cent against the 2108/19 target of 1.21 per cent, this figure was more than twice the rate in 2017/18.

Worsening economic conditions in Gaza and Syria may have been a major contributing factor, with families compelled to encourage their male children to seek employment. In the West Bank, higher male dropout was also linked to students leaving school to work, but this was attributed to slightly improved economic conditions where greater job opportunities for adults led local markets to turn to younger workers. For the West Bank, the rise in preparatory male dropout led to a missed target for male students and in relation to the total preparatory dropout rate. To address this gap, WBFO: (i) convened a workshop with principals of schools with a high dropout rate on how to work with PTAs and local communities to re-integrate students into the school system; and (ii) engaged local authorities in an effort to secure their support and assistance in addressing this matter. Overall, the outcome of these field-level trends was an increase in the UNRWA-wide male dropout rate from 2.82 to 3.07 per cent, although this was still ahead of the target of 3.27 per cent.

Female dropout rates at the preparatory level improved in every field in 2018/19. In Jordan, the only field where females had previously had higher dropout rates than their male counterparts, it fell below male dropout rates. This improvement may indicate the success of Agency efforts to raise awareness of the negative impact of early marriage and the importance of girls staying in school. In Gaza, the decrease in dropout rates for preparatory girls may also be related to the continuing long-term trend of declining early marriage, as the percentage of females married below 18 decreased from 31.7 per cent in 1997 to 13.8 per cent in 2017, the last year of available data. 82


Number of Textbooks Reviewed Using the UNRWA Curriculum Framework

UNRWA schools follow the curricula of host countries in order to support students’ social integration and, more specifically, their transition into national higher education systems and labour markets. The Agency monitors and addresses issues in student learning materials on an ongoing basis. UNRWA uses its curriculum framework as the overall approach to comprehensively review all learning materials used in its schools; this is towards enriching the delivery of host country curricula where appropriate, through critical thinking, human rights education and adherence to UN values and principles. In line with this, the education programme has led on what is described as a rapid review process to meet the urgent need to review newly-issued textbooks. This process comprises three

review criteria: neutrality, gender and age appropriateness. As a result, any given learning material may undergo multiple reviews.

During the 2019 calendar year, a total of 401 learning materials across the fields were reviewed, including 389 textbooks and 12 teacher guides. Of the textbooks reviewed, the Agency’s HQ led on the review of 219, of which 147 were for use in the West Bank and Gaza and 72 were for use in Syria. An additional 170 textbooks and 12 teacher guides were reviewed at the field level.

In terms of the nature of the review conducted, a total of 359 textbooks underwent a rapid review: 147 PA textbooks and 72 Syria textbooks were reviewed by UNRWA HQ and 140 textbooks were reviewed by JFO. In addition, 152 textbooks

IndicatorBaseline(Actual

2017/18)Target 2018/19 Actual 2018/19 Target 2020/21

Number of textbooks reviewed using UNRWA framework 465 83 N/A 401 N/A 84

Proportion of classes exceeding thresholds (more than 40; less/or equal 25) students

48.20 (>40) 38.88 52.66 (>40) 38.885.54 (≤25) 5.97 4.13 (≤25) 5.97

Source: EMIS

Frequency: Annual

A teacher and student at Yarmouk School, Qabr Essit, Syria. © 2018 UNRWA Photo by Taghrid Mohammad



(Actual 2018)(%)

Target 2019(%)

Actual 2019(%)

Target 2021(%)

Percentage of schools 85 meeting UNRWA facilities protection design standards

WBFO 14.1 20.0 20.0 26.0SFO N/A N/A N/A N/AGFO 44.4 47.0 45.3 55.0 LFO 23.1 26.0 57.9 18.0

JFO 86 17.5 70.0 69.8 21.0

UNRWA 29.9 (excl. SFO)

41.4(excl. SFO)

45.0(excl. SFO)

35.7(excl. SFO)

Source: ICIP documents and reports

Frequency: Annual

The physical learning environment is an important enabler in ensuring quality, inclusive and equitable education and can have a profound impact on student and educator outcomes. For students, school design can affect health; access, for those with disabilities; behaviour; and overall learning. For educators, the physical environment can affect commitment, effort and retention rates. In order to enhance the physical environment within UNRWA schools, the Agency either constructed or reconstructed nine schools in 2019 – five in Gaza and four in the West Bank. All constructed/reconstructed schools met UNRWA protection and safety standards, with measures to ensure their physical accessibility to all refugees and staff, as well as enhanced safety measures, including strengthened structural integrity and improved fire safety measures. Specific gender-related requirements were also implemented, including the separation of lower grades from upper grades and the provision of internal toilets.

Comprehensive maintenance and upgrades were also carried out in 92 schools, (37 in Jordan, 18 in Lebanon, 13 in Gaza and 24 in the West Bank). Works focused on upgrading the physical environment of the schools, improving accessibility and safety measures and complying with specific gender-related requirements such as those highlighted above.

The 2019 Agency-wide target was exceeded (45 per cent of schools met UNRWA facilities protection design standards against the 2019 target of 41.4 per cent) due to the receipt of additional project funding to improve facilities. To date, key school upgrade and reconstruction interventions have included: (i) the installation of fire exits and alarms to facilitate the rapid emergency evacuation of students and educators; (ii) the installation of ramps, elevators and tactile markings to promote accessibility for students with specific education needs and disabilities; and (iii) providing child-friendly spaces that support a conducive learning environment.

were comprehensively reviewed against the curriculum framework: 12 in Gaza, 54 in Jordan, 30 in Lebanon and 56 in the West Bank, along with 12 teacher guides in Gaza. A total of 122 textbooks underwent both the curriculum framework and rapid reviews in 2019.

Proportion of Classes Exceeding Thresholds of Students (Less/or Equal to 25; More than 40)

The percentage of classes with 25 students or less was reduced during the 2018/19 school year, representing increased system efficiency. The Agency-wide proportion of classes with 25 students or less was only 4.13 per cent, ahead of the 5.97 per cent target. This trend was driven by large decreases in the proportion of classes with 25 students or fewer in Syria, from 13.54 to 6.36 per cent and in the West Bank, from 13.05 to 7.66 per cent. In Syria, this can be attributed to a reduction in the use of Government-loaned schools, which have smaller classrooms, while the decrease in the West Bank reflects the redistribution of students into larger class sections, following the closure of a school in East Jerusalem and stricter implementation of class formation norms. In Lebanon, there was also a decrease in the proportion of small classes, from 13.61 to 10.76 per cent, and Gaza reduced the number of classes with 25 or fewer students

from just two in 2017/18 to a single class (out of 6,771 classes). Jordan was the only field where the percentage of very small classes increased, rising to 8.43 per cent after overcrowded classrooms in some remote schools were split into multiple smaller class sections.

In 2018/19, more than half (52.66 per cent) of all class sections across UNRWA had 40 or more students, moving further away from the MTS target of 38.88 per cent. This was due to financial constraints which require an ongoing rigorous application of the ceiling of 50 students per class in purpose-built schools and significant growth in the percentage of classes falling just below this limit. The percentage of classes with more than 45 and up to 50 students more than doubled between 2017/18 and 2018/19, increasing from 6.56 per cent of total classes to 13.56 per cent. Gaza had the largest proportion of these, at 61.36 per cent. Jordan also registered 61.21 per cent of classes with more than 40 students; the percentage with more than 45 and up to 50 students more than doubled from 14.34 per cent of classes in 2017/18 to 32.17 per cent in 2018/19. Despite increases in the proportion of classes with more than 40 students in the other three fields in 2018/19, these were still much lower than in Gaza and Jordan, at 33.09 per cent in Syria, 35.22 per cent in Lebanon and 22.84 per cent in the West Bank.


2.4. strategic outcome four results analysis: refugee capabilities strengthened for increased livelihood opportunitiesThe UNRWA TVET programming has helped to mitigate the effects of economic challenges across the Agency’s fields of operation. Particular focus has been directed towards: (i) improving access to TVET for the most vulnerable Palestine refugees; (ii) enhancing the relevance of TVET courses to labour market needs, for instance, through the development of a Competency-based Training Framework; and (iii) strengthening data management, monitoring and reporting; for example, an online student registration system (e-SRS) was rolled out for more effective tracking and analysis of students’ academic progress. These measures have contributed to the maintenance of a high employment rate for graduates of UNRWA Vocational Training Centres (VTC), which is of particular pertinence given prevailing economic challenges, particularly for young job seekers. Economic growth has been inadequate to generate sufficient jobs for youth entering the workforce - real GDP growth in 2018 was just 0.2 per cent in Lebanon,87 1.9 per cent in Jordan88 and “barely positive” (0.0 per cent) in the West Bank and Gaza.89 The employment rate for graduates of the Education Science Faculty (ESF) and the Faculty of Educational Sciences and Arts (FESA) in the West Bank and Jordan respectively also increased, and although there were some fluctuations within the fields, collectively, all Agency-wide employment targets were met.

Through its microfinance programme, UNRWA disbursed US$ 32,458,155 to 35,576 clients across Gaza, the West Bank, Jordan and Syria in 2019. Of this amount, US$ 13,748,402 was extended to Palestine refugees through 13,138 loans. Due to a series of internal reforms that focused on enhanced sustainability and operational efficiencies, the Agency achieved an operational self-sufficiency ratio90 of 134 per cent. Confirming programme effectiveness, two satisfaction surveys conducted in the West Bank and Gaza recognised the impact of the UNRWA microfinance lending on the lives of its

clients. In this regard, 91 per cent of clients in Gaza and 87.4 per cent in the West Bank were satisfied with the products and services offered, an improvement of one per cent for Gaza and ten per cent for the West Bank in comparison with similar surveys conducted in 2017.

The Agency’s ICIP also worked to positively impact local economies during the reporting period by driving community demand for construction materials while generating employment opportunities for camp residents. Using the full-time equivalent (FTE)91 ratio, a composite measure described below, UNRWA estimates that 2,595 FTEs were created in 2019 for Palestine refugees, benefitting labourers and their families across camps in Jordan, Syria, Gaza, Lebanon and the West Bank.92 The socio-economic conditions of Palestine refugees living in camps are characterized by a high degree of vulnerability as the majority do not have a stable source of income and rely on low-paying jobs and humanitarian assistance to survive. As households struggle financially, many are forced into negative coping strategies, including the selling of critical assets and/or cutting back on vital health and education expenses, activating a cycle that pushes them deeper into poverty. Job opportunities created through the Agency’s camp improvement works assist in tempering these vulnerabilities.

The RSS programme established 23 formal partnerships in support of poverty alleviation and livelihoods activities that benefitted Palestine refugees in the West Bank, Syria, Gaza and Lebanon. Partnerships that extended assistance and empowered persons with disabilities, youth and women were prioritized given higher unemployment and lower labour force participation rates amongst these groups. No new partnerships were established in Jordan during the reporting period given the legal status (registration) of Community-Based Organizations (CBOs) that has yet to be resolved.


(Actual 2018/19)(%)

Target 2019/20(%)

Actual 2019/20 (%)

Target 2020/21(%)

Percentage of SSNP students enrolled in VTC


UNRWA 29.9293 29.92 31.00 30.22

Source: E-PCG

Frequency: Annual


A key focus of the TVET programme is to support vulnerable students, as articulated in the UNRWA TVET Strategy, and here it works to ensure that vulnerability is a key consideration in the selection and enrolment of new students. In this regard, the proportion of first-year SSNP students enrolled in VTCs in the West Bank, Gaza, Lebanon and Jordan increased during the 2019/2020 academic year; as a result, the UNRWA-wide percentage of vulnerable youth enrolled increased from 29.92 to 31 per cent. However, in Syria, the percentage of SSNP students decreased and constituted only 8.65 per cent of VTC enrolment in 2019/2020. This percentage is expected to increase in future years following the introduction of new criteria in Syria in 2019 which have increased the number of persons eligible for support.

Overall, there were slightly more male SSNP students enrolled in first year TVET courses than females (32.77 per cent and 27.91 per cent respectively), although the gap narrowed compared with 2018/19 (33.24 per cent and 24.97 per cent respectively). There were minor variations within fields. Of note, whilst the percentage of female SSNP students that enrolled in VTCs in West Bank (18.48 per cent) and Jordan (12.7 per cent) remained lower than Agency wide averages, rates increased in both fields compared to 2018/19 (12.29 per cent and 12.7 per cent respectively), with more female SSNP

students enrolling than males in both fields. In line with results for SSNPs of both sexes, the highest proportion of female SSNP students enrolled was in Gaza (66.49 per cent) and Lebanon (33.94 per cent).

Although the percentage of SSNP students enrolled in ESF in the West Bank increased, the share of SSNP students enrolled in FESA in Jordan decreased. Whilst all eligible SSNP applicants were accepted into FESA, the applicant pool was smaller due to a new SSN verification process wherein students were required to have been SSNP beneficiaries for at least six months. As a result, the Agency fell short of its overall target for SSNP students enrolled in its two teacher training facilities.

Community outreach efforts by the Agency, especially in camps, are believed to have contributed to an increase in female SSNP enrolment in the ESF in West Bank, at 19.85 per cent in 2019/20 compared to 11.30 per cent in 2018/19.94 Enrolment amongst male SSNPs dropped from 9.52 per cent in 2018/19 to 4.76 per cent in 2019/20. In Jordan, the proportion of female SSNP students in the FESA decreased from 74.13 per cent in 2018/19 to 58.13 per cent in 2019/20, a decline that mirrors the broader reduction in SSNP student enrolment in FESA due to increased rigour in the verification of the SSN status of students.


(Actual 2018/19)(%)

Target 2019/20(%)

Actual 2019/20 (%)

Target 2020/21(%)

Percentage of SSNP students enrolled in ESF/FESA

WBFO 11.03 11.03 17.83 11.14JFO 63.78 63.78 52.94 64.42

UNRWA 41.43 41.43 36.92 41.84

Source: E-PCG

Frequency: Annual

Hamzeh learns how to fix an air conditioning module at the Homs Vocational Training Centre, Syria.© 2018 UNRWA Photo by Fernande van Tets



(Actual 2018)(%)

Target 2019(%)

Actual 2019(%)

Target 2021(%)

Percentage of VTC graduates employed WBFO 82.24 82.24 86.66 83.06SFO 87.59 87.59 87.96 88.46GFO 59.14 59.14 56.91 59.73LFO 78.65 78.65 77.90 79.44JFO 95.03 95.03 94.90 95.98

UNRWA 79.77 79.77 80.91 80.57

Source: E-PCG

Frequency: Annual


(Actual 2018)(%)

Target 2019(%)

Actual 2019(%)

Target 2021(%)

Percentage of VTC graduates employed – male

WBFO 88.61 88.61 89.32 89.50SFO 96.00 96.00 95.90 96.96GFO 63.01 63.01 60.25 63.64LFO 80.85 80.85 79.22 81.66JFO 99.41 99.41 99.09 100

UNRWA 83.17 83.17 83.17 84.00

Source: E-PCG

Frequency: Annual


(Actual 2018)(%)

Target 2019(%)

Actual 2019(%)

Target 2021(%)

Percentage of VTC graduates employed – female


UNRWA 74.00 74.00 77.19 74.74

Source: E-PCG

Frequency: Annual


(Actual 2018)(%)

Target 2019(%)

Actual 2019(%)

Target 2021(%)

Percentage of FESA/ESF graduates employed

JFO (FESA) 92.41 92.41 93.31 93.33WBFO (ESF) 74.24 74.24 79.86 74.98

UNRWA 86.90 86.90 89.56 87.77

Source: E-PCG

Frequency: Annual


(Actual 2018)(%)

Target 2019(%)

Actual 2019(%)

Target 2021(%)

Percentage of FESA/ESF graduates employed – male

JFO (FESA) 93.94 93.94 91.67 94.88WBFO (ESF) 84.62 84.62 94.44 85.47

UNRWA 90.48 90.48 92.86 91.38

Source: E-PCG

Frequency: Annual


(Actual 2018)(%)

Target 2019(%)

Actual 2019(%)

Target 2021(%)

Percentage of FESA/ESF graduates employed – female

JFO (FESA) 91.98 91.98 93.57 92.90WBFO (ESF) 69.89 69.89 74.76 70.59

UNRWA 85.76 85.76 88.89 86.62

Source: E-PCG

Frequency: Annual


In 2019, UNRWA either exceeded or met all VTC/FESA/ESF post-graduate employment rate targets. The Agency tracks the proportion of VTC/FESA/ESF graduates, amongst active job-seekers, who are either employed or continuing their studies one year after graduation. In 2019, employment rates increased slightly, with the largest gains registered for female graduates. In particular, the employment rate for female graduates of West Bank VTCs increased by almost 10 per cent; this is notable as far more females were enrolled there than males. Although the Agency-wide employment rate for male graduates remained higher than for females, the gender gap narrowed from nine percentage points in 2018 to just six in 2019. This reflected ongoing efforts to ensure relevant programming for women. Male VTC graduate employment declined by 2.76 per cent in Gaza in 2019. At the field level, there were relatively minor fluctuations in employment rates for VTC graduates compared to 2018, the largest being an increase of four percentage points in the West Bank. This is attributed to strengthened coordination with reputable

companies for on-the-job training opportunities and UNRWA-led workshops on women’s empowerment to encourage female students to work in non-traditional roles.

Employment rates increased for graduates of both ESF and FESA, reaching 89.56 per cent overall, an increase from 86.90 per cent in the previous year. Employment rates for female graduates from both institutions increased. There was a two per cent decline in the employment rate among male FESA graduates, but overall employment rates for males remained higher than for females. In Jordan, the increased employment rate was attributed to the launch of new private schools and a Government policy requiring public sector teachers to retire after 25 years, developments that opened up new job opportunities for FESA graduates. In the West Bank, the increase in the employment rate amongst female graduates was attributed to increased opportunities for daily paid positions in UNRWA schools.

In 2019, the UNRWA microfinance programme achieved 78 per cent of its annual Agency-wide target, extending loans to 35,576 clients (against a target of 45,690 loans) with a total value of US$ 32,458,155 across Gaza, the West Bank, Jordan and Syria. Programme performance varied, with performance reflecting economic and political volatilities in each country. In Syria, although the number of loans awarded declined by 5.8 per cent, 10,433 clients received microfinance loans with an overall value that rose by 8.8 per cent in comparison with 2018 (from US$ 3,802,105 to US$ 4,137,359). As a result of poor economic conditions in Gaza due to the continuation of the blockade, reduced civil servant salaries and the ongoing energy crisis, the Agency fell short of its target for the number of clients with loans, although a modest increase on results achieved in 2018 was registered (2,922 loans awarded in 2019, compared to 2,687 in 2018); however, the value of loans awarded declined by 8.8 per cent, from US$ 3,362,330 in

2018 to US$ 3,065,570 in 2019. Due to a challenging business environment in the West Bank linked to the stalled peace process and Israeli-imposed restrictions on the movement of people and goods, the 2019 target was not met, with only 10,161 clients receiving loans. Similarly, economic conditions in Jordan remained challenging, resulting in only 79 per cent of the target being achieved, with a total of 12,060 clients receiving loans in 2019, a 13.3 per cent decrease year-on-year (from 13,906 loans in 2018).

By the end of the reporting period, the microfinance programme maintained an aggregate portfolio of 44,426 active loans, with an overall outstanding balance of US$ 23,533,953. Annual loan repayment rates across the four fields of microfinance operation ranged from 92 to 100 per cent in 2019, with Syria achieving the highest repayment rate of 100 per cent, followed by Gaza at 98 per cent, the West Bank at 94 per cent and Jordan at 92 per cent.


(Actual 2018)(%)

Target 2019(%)

Actual 2019(%)

Target 2021(%)

Total number of clients with loans WBFO 10,520 14,075 10,161 15,008SFO 11,070 10,403 10,433 18,060GFO 2,687 5,856 2,922 6,432JFO 13,906 15,356 12,060 17,993

UNRWA 38,183 45,690 35,576 57,493

Source: UNRWA Microfinance loan management information system

Frequency: biannually reported, monitored monthly


The recipient of a microfinance loan at work in her studio, West Bank. © 2019 UNRWA Photo by the Department of Microfinance


Total number of microfinance loans to refugees

WBFO 2,604 3,800 2,959 3,452SFO 404 416 790 542GFO 2,320 5,153 2,498 5,588JFO 7,725 8,446 6,891 9,674

UNRWA 13,053 17,815 13,138 19,256

Source: UNRWA Microfinance loan management information system

Frequency: biannually reported, monitored monthly

During the reporting period, the UNRWA microfinance programme continued to develop a range of loan products for Palestine refugees and other vulnerable and marginalized groups that supported income generation opportunities and/or essential household, education and healthcare expenses. In 2019, 13,138 loans (against a target of 17,815 loans), valued at US$ 13,748,402, were extended to Palestine refugees. This corresponds to 37 per cent of the overall 35,576 clients with loans and 42 per cent of the total disbursed value of US$ 32,458,155. Due to difficult economic conditions across the region, outreach to Palestine refugees increased by just 0.7 per cent compared to 2018 and the total disbursed value dropped by 8.6 per cent compared to the US$ 15,040,142 disbursed in 2018.

The proportion of Palestine refugees receiving microfinance loans varied from field to field. The highest proportion of

refugees reached was in Gaza, where 88.1 per cent of total value of loans (US$ 2,699,820 out of a total US$ 3,065,570) disbursed was dedicated to refugees.

Microfinance efforts continued to modestly expand in Syria for Palestine refugees, following plans established in 2016, as the conflict subsided in many parts of the country and programme efforts adapted to the operating environment. In this regard, while relatively modest, 790 loans against a planned target of 416 loans were extended to Palestine refugees, meeting 190 per cent of the target and representing a 95.5 per cent increase on results achieved in 2018. Overall loan disbursement to Palestine refugees in the West Bank increased by 13.7 per cent against results achieved in 2018, with 2,959 loans extended; however, only 78 per cent of the 2019 target was achieved. Underachievement in the West


Bank may be linked to tightening movement restrictions and increasing client uncertainty and associated credit risk, especially in terms of meeting loan repayments. In Jordan, 81.6 per cent (6,891 loans) of the annual target was met with underachievement attributable to: (i) the effects of regional instability that slowed GDP growth; and (ii) a decrease in public consumption and investment that was restrained by on-going fiscal consolidation, weak private consumption, the collapse of trade with Syria and expenses associated with the hosting of Syrian refugees.95 By the end of the year, the microfinance programme maintained an aggregate portfolio of 15,387 active loans to refugees, with an overall outstanding balance of US$ 10,253,703.

In 2019, the Agency continued to prioritize women as loan recipients as a means of their economic empowerment given limited employment opportunities and their status as primary caregivers to their households. Overall, a total of 16,052 loans (valued at US$ 12,499,404), representing 45.1 per cent of total number of loans disbursed and 38.5 per cent of total loan value, were disbursed to women during the reporting period. Of these, 5,619 loans were extended to female refugees (valued at US$ 4,966,478). In addition, a total of 9,444 loans were disbursed to youth (valued at US$ 8,806,956), of which 3,752 loans (valued at US$ 3,400,157) or 39.7 per cent, were extended to Palestine refugee youth.

In 2019, camp improvement works provided by UNRWA were valued at US$ 60,000,000 and included a range of interventions from the planning, design and construction of Agency facilities, shelters, schools, HCs and infrastructure works. Camp improvement interventions supported community economies, drove demand for construction materials from local suppliers and provided seasonal and/or daily employment for thousands of refugees across all fields of UNRWA operation. In 2019, these works created 2,595 FTE job opportunities, exceeding the Agency-wide annual target. The greatest number of FTE positions were created in Gaza (1,043), the West Bank (775) and Lebanon (552). With positions concentrated in the construction sector, skilled and unskilled opportunities were primarily provided to men. However, in an attempt to address this imbalance, shelter rehabilitation activities implemented through the self-help approach provided an opportunity for families, including female-headed households, to manage the rehabilitation of their own

shelters, developing useable skills in the process.

According to the PCBS, unemployment in Gaza stood at 45.1 per cent in 2019.97 Through the creation of employment opportunities, UNRWA sought to address limited economic prospects, ensuring that refugee families could be more self-reliant. Within this context, the creation of short-term job opportunities allowed families struggling to cover basic expenses to improve their living conditions.

The Agency-wide target was exceeded in 2019, due to funding for projects in the West Bank, Lebanon and Jordan, which offset under-performance in Syria and Gaza, where levels of funding were lower than anticipated. Despite the huge potential for camp improvement works to improve overall refugee conditions, the scaling-up of this assistance remains constrained by persistent underfunding.


Number of full-time equivalents (FTEs) created from Infrastructure and Camp Improvement Programme interventions

WBFO 419 550 775 462SFO 121.5 200 99 N/A 96

GFO 1,476 1,200 1,043 2,540LFO 471 300 552 320JFO 45 100 126 112

UNRWA

2,533(incl. SFO)

2,411(excl. SFO)

2,350(incl. SFO)

2,150(excl. SFO)

2,595(incl. SFO)

2,496(excl. SFO)

3,434(excl. SFO)

Source: Project documents and reports

Frequency: Annual



Number of partnerships established in support of livelihood activities for vulnerable Palestine refugees

WBFO 5 5 14 10SFO N/A 2 2 N/AGFO 8 6 6 19LFO 3 3 1 5JFO 0 0 0 6

UNRWA

16(excl. SFO)

16(incl. SFO)

14(excl. SFO)

23(incl. SFO)

21(excl. SFO)

40(excl. SFO)

Source: Field RSS reports

Frequency: Annual

Although UNRWA exceeded its 2019 Agency-wide targets for partnerships, agreements in the West Bank and Gaza accounted for 87 per cent of the total number established between UNRWA and other interlocutors during the reporting period. In Gaza, a total of six partnership Memoranda of Understandings (MoU) were extended from 2018 with public, private and community-based partners. In the West Bank, 14 partnership MoUs were established with Women’s Programme Centres (WPCs) in Shu’fat, Kalandia, Ein Sultan, Aqabat Jaber, Askar, Bethlehem, Jenin, Dheisheh, Nourshams and Hebron. Through these agreements, legal assistance, vocational education and PSS support were provided to women and youth. In addition, persons with hearing disabilities received assistive devices with the support of Entheos Hearing Connection. In

Syria, despite a slight improvement in the security situation in some areas, many potential partner organizations have either closed or transformed into humanitarian relief providers. During the reporting period, partnerships were established with the United Nations Development Programme and the European Commission’s Directorate-General for European Neighbourhood Policy and Enlargement Negotiations to provide vocational training to women, youth and persons with disabilities in Damascus, Homs and Dera’a. No new partnerships were established in Jordan due to CBO legal registration issues that remained unresolved. Moreover, no new partnerships were established in Lebanon although the three partnerships from 2018 continued.


2.5. strategic outcome five results analysis: refugees are able to meet their basic human needs of food, shelter and environmental healthThe UNRWA SSNP aims to mitigate poverty and food insecurity among poor and vulnerable Palestine refugees, with priority given to the abject poor.98 To this end, the SSNP provides a range of social transfers, including a basic food basket, cash transfers and/or electronic cash vouchers (e-cards). In 2016, the Agency transitioned from the provision of in-kind food assistance to a cash-based transfer approach in Jordan, Lebanon and the West Bank. By the end of 2019, e-card assistance served a caseload of 155,992 SSNP beneficiaries across Lebanon (61,384), Jordan (58,479) and the West Bank (36,129). The UNRWA cash and food assistance programme contributes to strengthening economic resilience at the household level, as populations try to secure minimum living standards and food intake. A depreciation in social transfer purchasing power attributable to consumer price inflation in Jordan and Lebanon was addressed by increasing the transfer value by eight per cent in both fields.

The aim of the SSNP is to ensure that the most vulnerable receive social transfers equivalent to at least 50 per cent of minimum food survival level expenditure. This was achieved in Syria for 127,357 persons identified as particularly dependent on Agency assistance, including the elderly and households headed by females and persons with disabilities. This caseload was supported through Syria regional crisis EA funding. Only 21 per cent or less of minimum food requirements were covered through SSNP social transfers extended to

poor families in Jordan, Lebanon, Gaza and the West Bank, impacting programme effectiveness.

In Gaza, the provision of in-kind food assistance remained the primary means of extending relief to Palestine refugees in need. Due to the protracted emergency situation, the blockade and restrictions imposed on the economy, Gaza was not considered in the transition to the e-card modality.

Overcrowded conditions and makeshift shelters are just some of the challenges facing the 58 official Palestine refugee camps across the five fields of UNRWA operation. Evolving from temporary ‘tent cities’, these camps are now congested conglomerates of narrow alleyways and improvised multilevel houses that accommodate growing families. Unregulated construction often means that buildings encroach on pathways and alleys, blocking passage. Continued years of underfunding, coupled with the depressed economic condition of Palestine refugees, have translated into rapid degradation of the overall environment where they live. The Agency estimates that there are currently over 40,000 substandard shelters, excluding Syria, in need of rehabilitation. In 2019, due to the receipt of generous project funding, UNRWA came close to meeting Agency-wide targets for shelter repair and reconstruction. The overwhelming majority of beneficiaries were satisfied with the works completed, as recorded in project documents and reports, including surveys.



(Actual 2018)(%)

Target 2019(%)

Actual 2019(%)

Target 2021(%)

Percentage of SSNP beneficiaries who are abject poor

WBFO 72.5 100.0 91.7 100.0SFO N/A N/A N/A N/AGFO 77.9 100.0 100.0 100.0LFO 5.4 7.0 5.2 13.1JFO 99.2 100.0 99.2 100.0

UNRWA 64.5(excl. SFO)

78.9 (excl. SFO)

75.8(excl. SFO)

79.1(excl. SFO)

Source: Refugee Registration Information System and field-specific information systems

Frequency: Annual


(Actual 2018)(%)

Target 2019(%)

Actual 2019(%)

Target 2021 99

(%)

Percentage of poor individuals that receive social transfers 100 through the SSNP

WBFO 13.4 30.1 13.2 13.2SFO101 N/A N/A N/A N/AGFO 9.7 12.8 9.0 9.0LFO 30.9 43.0 36.5 36.5JFO 16.6 29.7 17.4 17.4


22.5(excl. SFO)

13.6(excl. SFO)

13.6(excl. SFO)

Source: RRIS /SSNP module and Host Country data


In 2019, the SSNP reached 254,927 persons across Gaza, the West Bank, Lebanon and Jordan, 75.8 per cent of whom were identified as abject poor through the Agency’s proxy-means testing formula (PMTF). In order to accurately measure household poverty status among Palestine refugees, the PMTF assesses a variety of indicators – or proxies – including housing conditions, demographics, education, health, attachment to the labour force and household assets. This data is collected through home visits by social workers and is customized to each field of UNRWA operation. At a minimum, the Agency assesses the eligibility of refugee families receiving or requesting assistance every year to maintain confidence in its caseload. While the SSNP would ideally assist all refugees living in poverty, this identification process allows UNRWA to prioritize food and cash assistance support to the abject poor.

UNRWA did not achieve the 2019 Agency-wide target due to: (i) budget constraints that did not allow the programme to raise the planned caseload ceiling in Jordan; and (ii) high levels of dependence by absolute poor refugees in Lebanon (due to labour market access and other social and economic

restrictions, Palestine refugees in Lebanon lack the means to meet their non-food basic needs including health care, education, housing and other needs).

Increases in poverty among Palestine refugees are due to economic and political crises affecting employment stability, availability and remuneration levels. Poverty therefore remains a targeting criterion for crisis affected populations. At the same time, there are sectors of the refugee population that are income-constrained due to their age, disability and/or the absence of a traditional breadwinner in the family. These groups may not qualify for support under the current SSNP poverty-based criteria but are highly vulnerable even in comparatively stable non-crisis times. Based on this differentiation, UNRWA reintroduced the SSNP in Syria in 2019 and focused on vulnerable groups, such as the disabled, elderly, female-headed households and orphans. The inclusion of the vulnerable population in Syria is considered a step away from the current targeting methodology implemented in other fields. Overall, 127,357 individuals benefitted under the new vulnerability criteria in Syria through Syria regional crisis EA funding.

Through SSNP social transfers, UNRWA was able to support approximately 13.6 per cent of the total poor refugee population across four fields of operation in 2019. Of the 254,927 persons to whom assistance was extended in Gaza, the West Bank, Lebanon and Jordan, 133,723 were women and 37,629 were individuals with an identified disability. Funding constraints continued to limit the Agency’s ability to cover the basic needs of the abject and absolute poor. To

maximize SSNP impact within these constraints, the modality of distribution in Lebanon, Jordan and the West Bank was changed from the provision of in-kind food assistance to a 100 per cent cash-based transfer in 2016. In 2019, 155,992 refugees received social transfers in the form of cash distributions that were extended through financial service providers. In addition, 16,071 were served under the SSNP in Syria, however, this population was targeted through the



(Actual 2018)(%)

Target 2019(%)

Actual 2019(%)

Target 2021(%)

Percentage of substandard shelters rehabilitated out of total substandard shelters identified for poor



10.9(excl. SFO)

11.3(excl. SFO)

37.7(excl. SFO)


Frequency: Annual

vulnerability criteria referenced above and supported under Syria regional crisis EA funding. The SSNP population in Syria is not counted towards this indicator.

In Gaza, UNRWA provides food rations to almost one million Palestine refugees and other registered individuals assessed as living below the poverty line. In 2019, this assistance was divided between the regular SSNP, through which 98,935 individuals were supported, and emergency programming

which reached 1,036,385 individuals, with harmonized targeting and assistance levels which ensured that refugees received assistance based on their poverty levels, regardless of funding source.

The targets presented in the above indicator should be read as planning figures because the ceiling for the number of individuals assisted under the SSNP has been frozen since 2013.

Ensuring adequate living standards for Palestine refugees is a key UNRWA priority. However, with shelter rehabilitation entirely dependent on project financing, years of underfunding have severely curtailed ICIP implementation across all fields of Agency operation. Delays in receiving permission from relevant authorities and for the delivery of construction material, especially in Gaza, have also slowed progress. In light of these constraints, annual targets for 2019 were revised downwards to reflect realistic funding levels and were mostly met or exceeded. Some 1,043 substandard shelters were rehabilitated through non-emergency assistance for 1,058 families during the year. Interventions prioritized those families classified as (or eligible to be classified as) SSNP recipients through a two-stage assessment process that evaluated their socio-economic conditions, physical safety and the environmental

health of the structures they inhabited. In total, 243 shelters were rehabilitated in Gaza, 704 shelters in Lebanon, 46 in the West Bank and 50 in Jordan. Through EA funding, UNRWA rehabilitated an additional 2,065 shelters, including 1,153 in Gaza and 912 in Lebanon, benefitting 1,998 families.

ICIP continues to promote the self-help approach which directly engages families in the rehabilitation of their own homes, thereby enhancing ownership. In the current financially constrained climate, the self-help approach reduces rehabilitation costs by seven to ten per cent for each structure. In 2019, the majority of rehabilitated shelters used this approach. ICIP also works to ensure that household privacy and dignity are considered in shelter design and development, with family unity, respect for cultural sensitivities and protection also forming primary considerations.

Before and after photo of a shelter rehabilitation initiative in Husn Refugee Camp, Jordan.© 2019 UNRWA photo by Eng Ahmad Zawawi



(Actual 2018)(%)

Target 2019(%)

Actual 2019(%)

Target 2021(%)

Beneficiaries' satisfaction level with rehabilitated shelters



75.0 (excl. SFO)

96.0(excl. SFO)

75.0 (excl. SFO)


Frequency: Annual

In order to assess beneficiary satisfaction with their rehabilitated shelters and the impact of shelter rehabilitation on family living conditions, UNRWA conducted a post occupancy assessment (POA) during the reporting period. Based on a set of indicators that relate to spatial conditions, quality of work, protection, health and family participation, the 2019 POA was conducted against a sample of 181 shelters occupied for more than six months across Lebanon, Jordan, the West Bank and Gaza. The overall satisfaction rate exceeded the Agency-wide target by 21 per cent. Survey results highlighted improved health, hygiene and school performance as just some of the impacts of the improved

shelters. Ninety per cent of surveyed families observed that, within their rehabilitated homes, respiratory difficulties had eased and cases of diarrhoea decreased, allowing them to save money that otherwise would have been spent on medication. In addition, families reported that academic achievement improved as children had rooms within which they could focus and study. Approximately 90 per cent of respondents also cited enhanced social interaction, comfort, self-esteem, pride and dignity. Also noteworthy was the fact that more than 70 per cent of the labour force employed to rehabilitate shelters in 2019 was hired from within refugee camps.



(Actual 2018)(%)

Target 2019(%)

Actual 2019(%)

Target 2021(%)

Implementation rate of DIOS audit and evaluation recommendations

UNRWA 81 75 73 90

Source: DIOS Reports and RBM Action Tracking System (ATS).

Frequency: Annual


(Actual 2018)(%)

Target 2019(%)

Actual 2019(%)

Target 2021(%)

Percentage of DIOS investigations issued within prescribed timeframe

UNRWA 45.7 70.0 61.3 70.0

Source: DIOS Reports and RBM Action Tracking System (ATS).

Frequency: Annual

2.6. management and operational effectiveness

The Department of Internal Oversight Services (DIOS) provides internal audit, evaluation and investigation services that uphold the Agency’s integrity, transparency and accountability with the overall aim of enhancing the Agency’s operational efficiency to fulfil its mandate. Audits and evaluations routinely identify specific recommendations to improve the Agency’s work. DIOS issues these recommendations to management, at which point the management agrees to a time-bound plan of action for their implementation. The amount of time required to implement a recommendation depends on the complexity of the issue being addressed and the resources required to support necessary actions. In addition, formal follow-up mechanisms have been established to systematically track the implementation of recommendations. These serve to monitor compliance, evaluate the timeliness of interventions, assess performance and identify any gaps and challenges that affect progress.

In 2019, the majority of recommendations issued in 2016 and 2017 (106 out of 146), were implemented by the Agency within a two-year period (pursuant to the methodological approach developed in support of reporting results under this indicator). The slight underachievement against the 2019 target – 73 per cent versus a target of 75 per cent - was largely influenced by a low implementation rate for evaluation recommendations. Progress on the monitoring and follow-up of evaluation recommendations was constrained in 2019 given turn-over in the Evaluation Division, as well as resource limitations faced by the Agency.

Over the MTS period, the implementation rate of recommendations is based on successful implementation and closure within a two-year period. DIOS considers that the indicator could be supplemented with a complementary indicator on the extent to which agreed implementation timelines, set by the management at the time of recommendation issuance, are met. This would facilitate management estimate of a reasonable timeframe for implementation, taking into consideration required actions and needed resources, thus helping to ensure more effective implementation. In 2020, DIOS will continue to engage with relevant stakeholders to further reflect on and enhance their estimation of a reasonable target date, and to monitor progress of the implementation of audit recommendations in order to reach the long-term goal in line with the existing performance indicator.

According to the Agency’s evaluation policy, the follow-up on recommendations generated by decentralized evaluations is the responsibility of Field and Headquarter departments. DIOS, however, reports the above implementation rate inclusive of decentralized evaluation recommendations. In the future, the performance of the decentralized evaluation recommendations will also be reported on separately. For 2019, the implementation rate of decentralized evaluation recommendations was 70 per cent using the existing methodology over a two-year implementation period. This change was also communicated in the 2018 AOR.

This performance indicator tracks the length of time that it takes to complete investigations, noting that ideally, all cases should be closed within six months of their initiation. The absence of undue delay in finalizing investigations serves to: (i) foster the confidence of staff and beneficiaries who report allegations of misconduct; and (ii) demonstrates that the Agency is consistent and serious about addressing complaints.

In 2019, 19 out of 31 cases were closed within six months of being opened.102 While this was below the 2019 target, it was an improvement in comparison to 2018. Staff turnover, including in relation to the position of Chief of the Investigations Division, impacted on the achievement of the annual target. It should also be noted that this indicator relates only to investigations conducted by DIOS or referred by DIOS


to outside investigators. Further information with regard to investigations conducted by the field offices will be available in the forthcoming 2019 DIOS Annual Report.

Lastly, due to the inherent complexity and unpredictable nature of allegations investigated by DIOS, there is, and will continue to be, a level of expected fluctuation for this indicator, despite the intention to meet target rates.

One of the ways that UNRWA safeguards neutrality is through regular neutrality inspections of all Agency installations, an activity that was destabilized as a result of the 2018 UNRWA financial crisis. As a direct result, the OSO programme, which was responsible for installation inspections, was subjected to extensive revision and downsizing. Over 2018 and 2019, the number of neutrality-related staff decreased by 41 per cent; from 75 to 44 in all fields. However, given the importance of neutrality to Agency operations, a new minimum staffing structure was elaborated during the reporting period. Over the course of 2019, these minimum structures (Protection-Neutrality teams) implemented new inspection SOPs, issued in November 2018, which decreased the targeted frequency - from four to two per year - of neutrality inspections for installations where there was no history of serious violations and empowered senior staff to conduct inspections. Simultaneously, in 2019, an UNRWA-wide neutrality database was elaborated to capture all neutrality data, including information relating to installation inspections, in one place. This was done to enable better analysis and reporting on neutrality work from HQ, thus reducing the work required at the field office level.

Despite significant constraints, field offices have largely managed to conduct bi-annual inspections. For the first time, in Syria, UNRWA was able to partially complete one round of inspections; this had not previously been possible due to the crisis. All other fields inspected all installations at least twice, with the exception of the WBFO, where 81 per cent of installations were inspected in the second half of 2019. The WBFO breaks down the installation inspections into two categories due to the different staff who conduct inspections – inside (by Protection and Neutrality Officers) and outside camps (by senior staff –national and international). In 2019 all UNRWA installations inside refugee camps were inspected twice by Protection and Neutrality teams, except for one camp inspected only once due to security concerns. For installations outside camps, 69 per cent were inspected twice by senior staff teams. The lower number of outside camp inspections was due to: (i) staff turnover and resource limitations and

related disruptions to the inspection schedule and knowledge retention; and (ii) access and movement limitations due to the tense political environment.

A catalogue of contentious potential neutrality issues was accumulated and discussed through bilateral and multilateral meetings and finally in an Agency-wide Neutrality workshop with 45 key staff members in the field and in headquarter departments. While there was no agreement on the way forward for all these issues, there was an agreement to proceed by way of prioritising, dealing with the most serious neutrality violations for which it was, in any event, easier to find a consensus; once those were dealt with, other potential areas could be looked at. The outcomes of these discussions were reflected in the Installation Inspection Manual and All Staff Neutrality Manual. These documents were widely dispersed across the fields. During 2020, training on Protection and Humanitarian Principles will be centralised so that the same material is delivered by the same trainers across the Agency, thus increasing the consistency of the training and reducing the burden on the fields.

The inspection of installations is one of a myriad of activities taking place across the Agency to uphold the principle of neutrality in accordance with the UNRWA Neutrality Framework, issued in 2017. These activities include: (i) the vetting of all entities from which money is received or provided to; and (ii) an investigatory and disciplinary system that addresses allegations against staff pertaining to neutrality.

The Agency also continued to sensitise its staff on issues pertaining to the use of social media and neutrality. The e-learning course on social media and neutrality, launched in 2017, continued to be administered. This 90-minute interactive course was developed as one of the responses to requests from staff members and unions for training and precise guidance on social media and neutrality. In response to concerns that manual workers and other junior staff had difficulty accessing the e-course, during 2019, UNRWA facilitated training to these groups. By the end of 2019, 95 per cent of Agency personnel had completed the course.


(Actual 2018)(%)

Target 2019(%)

Actual 2019(%)

Target 2021(%)

Percentage of UNRWA installations receiving two or more neutrality inspections annually

WBFO 96 100 81 100SFO N/A N/A N/A103 N/AGFO 100 100 100 100LFO 100 100 100 100JFO 100 100 100 100

UNRWA 99(excl. SFO)

100 (excl. SFO)

95(excl. SFO)

100(excl. SFO)

Source : Protection Neutrality Team Records

Frequency: Annual


Neutrality is also one of the dimensions for the ongoing review of school textbooks and the implementation of the teacher-

centred approach. For detailed information in this regard, please see reporting under section 2.3 of the AOR.

UNRWA continued efforts to strengthen its Human Rights, Conflict Resolution and Tolerance (HRCRT) programme during the 2018/19 school year through building the capacity of the education support cadre. This involved the training of Strategic Support Unit (SSU) Coordinators who train and support Education Specialists (ESs) and training the ESs who directly support teachers in implementing the HRCRT programme. During the 2018/19 school year, 19 of the 26 newly appointed SSU Coordinators and ESs successfully completed this training. In Jordan, 11 of the 13 new ESs and three of the four new

SSU Coordinators were trained, but the remainder were not reached owing to maternity/annual leave and will therefore be trained in 2019/2020. In the West Bank, all five of the new SSU Coordinators were trained. Four new ESs were also appointed in Gaza, but were not trained as they were recruited after the training had taken place. These staff members will also be trained during the 2019/2020 school year. There were no new ESs in Syria or Lebanon and no new SSU Coordinators in Syria, Lebanon or Gaza. All SSU Coordinators and ES already in place had previously received HRCRT training.


(Actual 2018)(%)

Target 2019(%)

Actual 2019(%)

Target 2021(%)

Percentage of education specialists and strategic unit staff (of those recruited and in place) that receive HRCRT training

UNRWA 100 100 73.08 100

Source: Department of Education regular reporting

Frequency: On-going

UNRWA installations at Nur Shams Refugee Camp, West Bank.© 2012 UNRWA Photo by Alaa Ghosheh



(Actual 2018)(%)

Target 2019(%)

Actual 2019(%)

Target 2021(%)

Percentage of senior positions held by women (area staff) UNRWA 28 35 30 50

Percentage of senior positions held by women (international staff) UNRWA 31 37 36 50

Source: REACH

Frequency: Annual

In December 2017, the UNRWA Human Resources Action Plan on Gender Parity was issued, setting ambitious targets for improving gender equality. By the end of 2019, female representation stood at 54 per cent, with 15,043 female and 12,969 male staff employed out of a total workforce of 28,012.

The gender breakdown for area staff in senior and leadership positions (at Grade 16 and above) at the end of 2019 stood at 30 per cent female versus 70 per cent male. Of 465 senior area posts, 139 posts were filled by female staff members and 326 by males. This represents a two per cent improvement on 2018 but was five per cent short of the annual target. Amongst senior international staff (P5 and above), 36 per cent of incumbents were female (19 out of 53) and 64 per cent (34 staff ) male. This was a five per cent increase over 2018, although marginally under the annual target.

The Agency’s financial situation had an adverse impact on attracting female talent. The freezing or limiting of recruitment of external candidates due to the austerity measures was rescinded only in the fourth quarter of 2018,

leading to a backlog of recruitments in 2019. Additionally, only function-critical and programme-funded posts were recruited, thus limiting the number of vacancies and making it difficult to enact significant changes to the percentages of both senior area and international positions. Despite these challenges, UNRWA took proactive steps to encourage more women at senior levels. Female staff were placed on acting appointments into senior posts when they became vacant and through social media, female candidates were targeted to apply for vacant positions.

Initiatives to create an inclusive and supportive work environment were also implemented in 2019. These included a scheme launched in 2018 for women returning from maternity leave to work 80 per cent of the time with full pay, which benefitted 62 new mothers during the year. Another initiative focused on creating a more inclusive and diverse workforce by increasing female representation in Area Staff Unions. This stood at 17 per cent by the end of the year.


2.7.1. OverviewThroughout 2019, proactive steps were taken in all fields of operation to ensure the meaningful participation of Palestine refugees in all stages of the programme cycle management, as guided by the Agency’s Accountability to Affected Populations (AAP) governing framework.104 This was accomplished through a wide variety of means including communication, appeals and complaints mechanisms for the SSNP, emergency food and cash distributions, shelter assistance (including a beneficiary satisfaction survey) and frequent visits by senior management. In all cases, this engagement was grounded in the unique platforms provided by the: (i) workforce of just over 28,000 UNRWA staff, the vast majority of whom are engaged in the direct delivery of assistance and are drawn from the Palestine refugee communities they serve; and (ii) extensive network of area offices, camp services offices, schools (including school parliaments and Parent Teacher Associations (PTAs)), HCs (including HC friendship committees) and other installations. This ensured that refugees have direct and regular access to Agency staff.

2.7.2. SyriaIn 2019, SFO monitored and encouraged feedback during distribution of humanitarian assistance and provision of services. This was done through: (i) the continued functioning of the Post-Distribution Monitoring (PDM), introduced in 2018, that allowed the Agency to track the impact of cash and food distributions and adjust programming accordingly; and (ii) a complaints and appeals mechanism, which enabled refugees to submit feedback. The process was managed by a dedicated investigations intake committee. Beneficiaries were able to make submissions either through e-mail, using a telephone hotline, messaging through social media networks or in person. The committee reviewed all complaints during meetings and issued actionable recommendations. In cases of alleged misconduct, if complaints warranted further investigation, the committee recommended this to the Field Director. Staff within the SFO assigned as investigators then determined if misconduct occurred, and, if so, issued recommendations for disciplinary action. As of the end of 2019, 20 new cases were recommended for investigation, joining 37 open investigations. During the year, 31 investigations were concluded and closed.

2.7.3. LebanonDuring the reporting period, four AAP Area Officers, embedded in four out of Lebanon’s five administrative areas, continued to gather feedback from Palestine refugees through focus group discussions and regular social media monitoring. These mechanisms helped LFO build strong relationships with

refugee communities based on trust, thereby encouraging refugees to channel their concerns, requests and feedback to UNRWA.

LFO senior management were also active in their outreach to beneficiaries in 2019. To this end, 53 community consultations and 44 focus group discussions were held across the country during the course of the year. These face-to-face mechanisms were supplemented through dedicated e-mail, phone lines and social media channels. By the end of the year, 74,923 beneficiaries took part in outreach activities and 63 per cent of received feedback had been responded to by AAP focal points embedded in all LFO programmes.

New means to solicit beneficiary engagement were also developed and included a mobile feedback application that will be piloted in 2020. Once operational, it will make it easier, cheaper and faster for Palestine refugees to contact the Agency.

2.7.4. JordanIn Jordan, UNRWA proactively sought the views and concerns of Palestine refugees on the provision of Agency services. In this regard, regular engagement with Palestine refugees, local authorities, UNRWA personnel and all ten camp service committees by the senior management continued. In total, 82 meetings were held by JFO staff, including senior management, with refugees and the ten camp service committees, to solicit feedback and address concerns. Recognising that not all complainants wished to publicly share their grievances, confidential complaints and suggestion boxes across Agency installations were maintained. Through these, 366 issues were received, with 307 being addressed by the field office.

Outreach was also thematically targeted during the course of the year. To this end, eight focus group discussions were convened with Palestine refugees to assess the impact of cash assistance on gender equality. A similar number of groups were constituted with PRS adults and children on protection issues to advance the Agency’s advocacy work. In addition, 174 student parliaments105 and 169 PTAs continued to provide forums to influence decisions on school-construction, management and the environment. Feedback on the quality of Agency health services in Jordan was secured through individual and group patient counselling and was used to improve appointments, patient flow and service accessibility in remote areas. In relation to relief programming, a cash-transfer hotline received 2,519 enquiries during the year and all were responded to. A total of 252 submissions were received under the SSNP appeal system, of which 64 were approved, 89 were rejected and 99 remained under review by year-end.

2.7. accountability to affected populations


In addition, JFO responded to all 445 appeals made by PRS that primarily related to reductions in cash assistance that were introduced for some PRS at the start of the year. Of 1,903 hotline calls, by the end of the reporting period, all but 22 were answered as the material issues were outside the scope of the programme, and five remained pending. Three quarterly PDM exercises were also carried out to collect PRS feedback on cash assistance services, including the use of assistance, informing UNRWA’s adjustment of the amount of cash assistance for 2020.

2.7.5. GazaIn Gaza, the participation of and accountability to Palestine refugees included proactive engagement with representatives of camp-based and central Popular Refugee Committees, complemented by regular engagement with more vulnerable groups including women, children, the elderly and persons with disabilities. This was complemented by an extensive online presence, including a web portal in Arabic to inform beneficiaries of developments regarding services and operations. Users also had an opportunity to submit queries through the platform.

Some 276 student parliaments, PTAs and the Gaza-wide Parents’ Councils facilitated regular exchanges on issues related to the school environment. In HCs, associated Women’s Committees, Youth Committees and HC Friendship Committees represented the views of local residents and gave regular feedback on their needs and expectations. Supplementing this, the Agency undertook regular satisfaction surveys and exit interviews with patients to ensure optimal delivery of health services.

Petition and complaint boxes continued to be located within food distribution centres and RSS programme offices. Additional examples of incorporating refugee input into UNRWA programming included: (i) a PDM survey which included home visits to Palestine refugee households, aiming at assessing the Agency’s in-kind food assistance to inform current and future planning; (ii) the solicitation of refugee views on the impact, efficiency and effectiveness of UNRWA gender equality initiatives; and (iii) engagement with refugee representatives concerning emergency programming reductions related to financial constraints.

2.7.6. West BankIn the West Bank, including East Jerusalem, the Agency worked to develop AAP feedback mechanisms during the reporting period through the development of a consolidated complaints system. Once operationalized, this will unify and standardise existing processes and mechanisms to improve communication, transparency and accountability towards refugees. WBFO also began preliminary steps towards adopting a mobile application “Sawtak” as a platform for beneficiaries to share feedback as to UNRWA services in a safe and confidential manner. The platform will be piloted in 2020. During the fourth quarter of 2019, access to Agency services was evaluated to identify key barriers that hampered beneficiaries from securing UNRWA services. Implemented through a case study approach with a purposive sample of the most vulnerable beneficiaries, evaluation recommendations will be finalized in 2020.


Trust in UNRWA services and the personnel who deliver them is critical to the Agency’s effectiveness. That trust can only be upheld if staff work to and promote the highest professional and ethical conduct. The Agency’s rules and regulations prohibit staff from engaging in sexual misconduct in any context and towards anybody, be they beneficiaries, colleagues or others.

UNRWA actively participated in UN and IASC forums on SEA and sexual harassment and actively contributed to system-wide initiatives in these areas, including through: (i) progressive introduction of the Clear Check database as a recruitment tool; (ii) adapting and preparing for implementation of the UN system model policy on sexual harassment and participating in the development of a revised Secretary-General’s Bulletin on SEA; (iii) Agency alignment with the UN SEA victim assistance protocol; and iv) participation in a UN system-wide resource mapping exercise. UNRWA has also worked to increase its own internal capacity to address SEA, by securing funds for a P4 Coordinator position. This staff member will be dedicated full time to coordinating initiatives to prevent and respond to sexual misconduct,

In 2019, engagement with the sexual misconduct task force and working groups on a number of initiatives that were implemented during the reporting period continued. As part of the increased Agency focus on preventing and addressing sexual misconduct, raising staff awareness of SEA and sexual harassment was identified as a key priority. In October 2019, UNRWA launched two mandatory online UN-wide courses. The first, on the “Prevention of Sexual Harassment and Abuse of Power”, had been completed by 15,560 staff members by the end of 2019, whilst 12,984 staff had completed the second course on the “Prevention of Sexual Exploitation and Abuse”. To maximize the completion rates of the courses among staff, face-to-face training courses were developed, targeting manual workers and those who are either computer

illiterate or do not have access to computers. These will be implemented in 2020. In addition, SEA and sexual harassment awareness components were integrated with other training modules such as the Ethics Induction, Ethical Leadership and General Ethics Awareness training.

The Agency’s Field Offices were active in sensitizing both staff and Palestine refugees on SEA. In this regard, during the reporting period: (i) JFO and LFO developed the capacity of 67 staff members to act as part-time field investigators. They were trained on a survivor-centred approach to investigations and evidence assessment techniques; (ii) WBFO and JFO held information sessions for social workers, teachers, and other frontline staff and beneficiaries; (iii) SEA public awareness sessions were run in Jordan that reached 1,000 parents; (iv) SFO conducted ‘safe touch’ programs for children; and (v) SEA awareness raising for school children and family members took place in the West Bank. The activities were led by trained counsellors who worked on the creation of 22 self-protection groups, comprising 115 mothers and 169 eighth and ninth grade students. Initiatives implemented through these groups reached refugees in eight different camps.

During 2019, 13 allegations of SEA were reported, resulting in 10 investigations. Of these, two investigations related to matters reopened from previous years and closed. One was substantiated. However, the subject left UNRWA pre-disciplinary decision. The other case was unsubstantiated. The eight newly opened investigations for 2019 comprised of 27 separate victims. Two of these investigations were finalized and the allegations substantiated. One of these cases is still awaiting a disciplinary decision against the staff member and the other is against a contractor’s employee. Further, two investigations were completed with the allegations unsubstantiated while four remained under investigation at the end of the year.

2.8. protection from sexual exploitation and abuse


The Grand Bargain, launched at the World Humanitarian Summit held in Istanbul in 2016, sets out 51 mutual commitments across 10 different work streams.106 UNRWA made commitments against seven of these work streams. As at the end of 2019, progress has been made in the following areas:

(i) Greater financial transparency: In 2019, the Agency continued to provide donors with integrated financial reporting, articulating minimum and critical funding needs between the Agency’s three funding portals (the programme budget, EAs and projects). During the second half of the year, the Agency resumed discussions as to the International Aid Transparency Initiative (IATI) on actions required to join the initiative. The first set of data on UNRWA humanitarian operations in the oPt was published on IATI at the end of February 2020. The Agency’s data are now visible on the www.humportal.org and www.d-portal.org, increasing transparency and adherence to Grand Bargain commitments and standards.

(ii) Cash: In 2019, cash-based programming remained a priority for UNRWA, with 155,000 beneficiaries reached through cash-based social protection every quarter in Jordan, Lebanon and the West Bank. In 2019, and based on the recommendations of the “Evaluation of the UNRWA transition to the e-card modality in Jordan, Lebanon and the West Bank Fields” commissioned by the Agency in 2018, the value of the social transfers in Jordan and Lebanon was increased by eight per cent to account for a reduction in the purchasing power of this assistance measure due to consumer price increases. The recalculation of the value of social transfers has been institutionalized within UNRWA and is planned to be conducted every two years to account for changes in consumer prices over the previous two years.

In Syria, the Agency continued to provide emergency cash assistance to Palestine refugees affected by the conflict. In 2019, with funding short of needs, UNRWA rolled out a targeted approach to cash-based assistance in the country, re-introducing SSNP assistance focusing on the most vulnerable refugees.

(iii) Management costs: During the reporting period, the Agency continued to implement measures to increase its cost effectiveness, a central element of the Agency’s MTS 2016–22. In 2019, UNRWA continued to roll out and use electronic management information systems for its two main programmes (education: EMIS and health: e-Health). By the end of 2019, e-Health was fully operational in 137 HCs, contributing to streamlined service provision, improved efficiency and the collection of high-quality data. UNRWA will continue working to ensure that the e-Health approach is implemented in all HCs.

(iv) Participation revolution: Please see section 2.7 of the current report;

(v) Multi-year planning and funding: Please see Chapter 5 of the current report;

(vi) Reporting requirements: The Agency’s commitment to improvements in reporting is reflected in the current report which amalgamates results reporting across UNRWA’s programme budget, EAs and the RMS. In combining different standalone reports into one document, the Agency continues to provide a comprehensive overview of the progresses, challenges and relevant issues related to its different funding portals, enhancing transparency without sacrificing information. Through the 2019 AOR, UNRWA will continue to provide results analysis based on performance indicators reporting to inform overall progress towards the achievement of macro-level strategic outcomes within the MTS. These sections will highlight trend information as to the achievement, underachievement or non-achievement of results and where results are either not achieved or underachieved, specific reasons will be cited for non-achievement / under-achievement.

(vii) Humanitarian – development engagement: During the reporting period, UNRWA continued to provide emergency assistance in parallel with human development activities, using its infrastructure and assets as the vehicle for humanitarian programmes and adapting its human development services to meet the needs of those affected by crisis. In Syria, to ensure that Palestine refugees who spontaneously returned to newly accessible areas had access to basic services, the Agency focused on rehabilitating its services and installations in order to ensure that education, relief and health services could resume; at the same time, UNRWA continued to provide vital cash assistance to more than 400,000 Palestine refugees affected by the conflict who rely on the Agency to meet their most basic needs. Through its education in emergencies approach, UNRWA also continued to ensure access to quality education for Palestine refugees in conflict. Materials developed by the Agency have been used by other agencies working in the education sector.

During the reporting period, UNRWA also continued to strengthen emergency preparedness with a particular focus on emergency management capacities, contingency planning and business continuity at field level.

The Agency’s ‘self-report’ to the Grand Bargain Secretariat on progress made in 2019 has been shared with the Grand Bargain Secretariat and will be published, together with the other signatories’ reports, in the first half of 2020.

2.9. grand bargain


2.10.1. OverviewGiven the scale and nature of its activities, UNRWA acknowledges that it has a key role to play in addressing environmental issues within the Palestine refugee community and an obligation to minimise the negative environmental impact of its own operations. Severe funding restrictions have not only diverted the focus away from the development of an Agency-wide approach to environmental protection and climate change and onto more existential challenges, but have also reduced the capacity of UNRWA to act.

Despite this and other factors mentioned below, the Agency in recent years has maintained a low carbon footprint per capita (of staff) relative to 53 UN entities, where it is ranked in the bottom 25 per cent according to a 2017 UN report “Greening the Blue”. 107

The MOPAN report on UNRWA, published in June 2019, highlighted the lack of an Agency policy on environmental sustainability. Since then, UNRWA has committed to developing an Environmental Management Policy and Framework. In 2019, progress was made on one strand of this, under the direction of the ICIP. By the end of the year, a draft policy had been formulated which will mainstream environmental management into the Agency’s construction, reconstruction, shelter rehabilitation, camp improvement, sanitation, solid waste management (SWM) and infrastructure works. This will be finalized and rolled out in 2020.

Despite UNRWA-wide challenges, UNRWA field offices made practical and concerted efforts to implement environmental protection measures in all sectors of work.

2.10.2. SyriaIn Syria, despite numerous challenges related to the ongoing conflict and as exacerbated by funding gaps, UNRWA continued to provide camps with water, sanitation and hygiene (WASH) services, including the management of solid waste, maintenance and the rehabilitation of sewage and water networks, the removal of rubble and the provision of clean potable water. These measures contributed to the maintenance of a clean and healthy environment. The Agency was also active in engaging Palestine refugees to promote the greening of their neighbourhoods. During the course of the year, three tree planting and cleanliness campaigns took place in camps.

In 2019, the SFO finished transitioning to energy-efficient Light Emitting Diode (LED) bulbs in all of its installations. This will not only realize cost savings, but will also reduce pollution related to power consumption. UNRWA also worked to ensure that specifications for new or replacement equipment in all of its facilities were updated to maximize energy efficiency.

2.10.3. LebanonThe Lebanon Field Office (LFO) is the only Agency field office with a dedicated Environmental Health Strategy. In 2019 LFO focused on initiatives aimed at enhancing environmental health and protection through water and sanitation activities, while maintaining energy efficiency and renewable energy efforts. Within UNRWA installations, solar heaters were installed in the LFO and at the Siblin Training Centre.

Externally, land and water pollution due to overburdened sewage systems, solid waste and water infrastructure all constitute significant environmental challenges in Lebanon’s overcrowded Palestine refugee camps. In 2019, a detailed conceptual design for a SWM treatment facility in Burj Shemali municipality was finalized and a relevant feasibility study was completed. Once constructed, this facility will serve as a long-term solution for solid waste and disposal treatment, benefiting three Palestine refugee camps.

During the reporting period, LFO also carried out 15 water infrastructure enhancement activities across seven Palestine refugee camps, including the construction and rehabilitation of water wells and networks, benefiting an estimated 5,000 PRS. In addition, waste and storm water system rehabilitation and construction efforts, including concrete paving and the installation of storm water box channels, contributed to dignified living conditions for a further 4,000 PRS in eight camps.

2.10.4. JordanSignificant practical measures were undertaken in Jordan to reduce the Agency’s environmental footprint.108 Renewable energy was further rolled out, with solar photo-voltaic systems installed in the South Amman Area Office, Jabal Al Taj School and Baqa’a HC. Together, these initiatives reduced CO2 emissions by 115 tons and electricity consumption by 179,100 kWh per year. The establishment of a three-megawatt Wheeling Solar Power Station at Amman Training Centre also drew nearer. Once installed, the wheeling station will cover 100 per cent of the Agency’s total electricity needs in Jordan, excluding the Irbid area and Jordan Valley, and is expected to reduce CO2 emissions by 3,500 tons per year. The project is currently at the final stage of donor approval.109

During the reporting period, energy and water efficiency was also promoted. In this regard, 20,066 LED lights were installed in schools, HCs and four other installations, reducing electricity consumption by 636,700 kWh and CO2 emissions by 410 tons. In addition, 14 old air conditioning units were replaced with 53 new inverter type units, each consuming 58 per cent less energy. Thanks to this replacement scheme, since 2017 CO2 emissions have been reduced by 4.3 tons, whilst a cooling and heating system, installed in JFO in 2018, lowered annual CO2

2.10. environmental protection


emissions by 53.3 tons and energy consumption by 25,700 kWh. In terms of water consumption, the fitting of low-flow type water faucets in JFO reduced water use by 31 per cent from 1,937,000 litres in 2018 to 1,340,000 litres in 2019, a near 31 per cent reduction.

2.10.5. GazaIn Gaza, electricity availability doubled from 2018 and pollution levels of wastewater flows into the sea reduced from 232 mg/litre in 2018 to 148 mg/litre in 2019. Notwithstanding these improvements, access to clean water remained at a crisis level and, together with electricity rationing, continued to impact nearly every aspect of life. Piped water extracted from the underground aquifer was declared unfit for human consumption and for drinking and cooking purposes. As a result, most inhabitants relied on buying desalinated water from unregulated water-trucking vendors.110 This situation required UNRWA, alongside other humanitarian actors, to continue to supply fuel to hospitals and critical WASH facilities.

The Agency continued to invest in the use of renewable energy. By the end of 2019, solar power systems had been installed in 93 UNRWA installations, including 85 schools, seven HCs and one distribution centre. Additionally, a new child-friendly school design was introduced in 2019, which includes a number of environmentally friendly features, such as grey water recycling, enhanced access to potable water and the collection and re-use of storm water runoff to replenish the aquifer. The design, which also considered reduced sound pollution, enhanced ventilation and increased sunlight, was used in four schools in 2019. In other Agency installations, LED lights replaced higher energy consuming bulbs.

GFO also recognized the need to further develop local capacity to maintain and develop new environmentally-friendly technology. In 2019, a new course was introduced under the TVET programme, offering training for young people on the installation and maintenance of solar power systems. With the increasing demand for solar energy in Gaza, this initiative will have a long-term impact on increasing the

use of renewable energy. The reporting period also marked the year when the joint UNRWA-Ministry of Health-Ministry of Local Government- Japan International Cooperation Agency initiative to collect, treat and dispose of hazardous medical waste in an environmentally-friendly way was fully introduced. The scheme, first piloted in 2017, was fully implemented in all Agency HCs in Middle, Khan Younis and Rafah areas.

2.10.6. West BankDuring the reporting period, the West Bank Field Office (WBFO) began to implement a strategy to improve the urban environment and living standards of Palestine refugees in and around refugee camps. This initiative prioritizes the efficient use of light and water as well as waste reduction and is incorporated throughout the life-cycle of ICIP activities from design and construction through to maintenance and demolition. During 2019, the construction of Biddo HC, Jenin Boys’ School, Tulkarem Boys’ School and Beit Inan Girls’ School, initiated in 2018, was completed with the installation of solar panels, efficient ventilation and lighting systems and advanced greening techniques to ensure the maximum absorption of natural light.

Ways to increase the efficiency and reduce the costs of the current SWM system while continuing to improve its quality were also sought. The implementation of the WBFO’s SWM Strategy proceeded through the preparation of plans in Nurshams and Shu’fat to enhance waste collection efficiency by constructing a transfer station in each camp. The Agency also sought external proposals for improvements. In partnership with the European Union Representative Office in Jerusalem, a study was conducted by the international Non-Governmental Organization (NGO) “CESVI”. This analysed the SWM services provided to refugees in Askar, Am’ari and Dheisheh camps and inhabitants of hosting municipalities, to identify synergies between service providers. It recommended improvements to safeguard the financial sustainability and quality of SWM systems, as well as coordination with hosting municipalities. Follow-up actions will be pursued in 2020.


Cost per pupil: elementary (US$)

Cost per pupil: preparatory (US$)

Health expenditure per person (US$)

UNRWA (basic education)111 800.40 -UNRWA (health) - 27.40OECD 112 8,470 9,968 3,994USA 12,184 13,845 10,586UK 11,188 10,963 4,070EU 8,548 10,205 -Turkey 4,168 4,659 1,227Brazil - - 1,282Argentina - - -Hungary 5,454 7,174 2,047Israel 8,498 8,330 2,780Mexico 2,961 3,167 1,138Indonesia - - 301India - - 209

UNRWA would like to highlight efficiency gains reporting under the Grand Bargain section of the 2019 AOR relating to the continued rollout of electronic management information systems for the Agency education (EMIS) and health (eHealth) programmes. In addition, the application of class formation norms and standards and hospitalization reform in Lebanon and the West Bank served to further enhance UNRWA efficiency and effectiveness during the reporting period. As a result of these reforms, the Agency’s cost for basic education decreased from US$ 831 per pupil in the 2017/18 school year

to US$ 800.40 in the 2018/19 school year. Similarly, health expenditure decreased from US$28.60 per person in 2018 to US$27.40 in 2019.

These efficiencies were achieved with no overall decline in programme outcomes in the period under review.

Through the below table, the Agency would like to highlight the cost of UNRWA education and health programming in comparison with select OECD and other countries.

2.11. value for money


chapter three: annual reporting under the 2019 oPt

emergency appeal


executive summaryThis chapter of the 2019 AOR covers the UNRWA 2019 EA for the oPt during the period January to December 2019 and is intended to provide information on results achieved as measured against the full range of indicators included in the 2019 appeal.

OverviewIn 2019, Palestine refugees in Gaza continued to face a humanitarian crisis as a consequence of the land, air and sea blockade, now in its thirteenth year, coupled with cycles of violence and hostilities, political instability and restricted entry and exit at the Rafah border crossing with Egypt. The average unemployment rate stood at 45.1 per cent,113 remaining among the highest jobless rates in the world. The ongoing political divide, and the PA’s financial crisis, resulting in reductions in social assistance and in the availability of essential services, compounded already bleak socio-economic conditions, increasing the feeling of frustration and despair among the population. Levels of poverty and food insecurity remained high among Palestine refugees, with more than one million refugees dependent on UNRWA food assistance to meet their basic needs.

The security situation remained volatile during the year, with recurring incidents of violence and escalations in hostilities, ISF airstrikes and the firing of rockets by Palestinian militants. While the level of violence associated with the GMR demonstrations decreased over the reporting period, many Palestinians injured in the demonstrations continue to be in need of long-term care, including rehabilitation and physiotherapy, placing increased pressure on an already overstretched health system.

In the West Bank, including East Jerusalem, the lives of Palestine refugees continued to be affected by the socio-economic and protection-related effects of the occupation, including restricted access to land, services and property, particularly for those living in Area C and East Jerusalem. In 2019, security operations conducted by the ISF continued, often involving the use of live ammunition and tear gas, resulting in injuries, property damage and longer-term psycho-social consequences. Palestinian communities, especially those in Area C, continued to face the threat of or actual home demolitions and confiscations, a central element of the coercive environment they face that may lead to their displacement and risk of forcible transfer. During the reporting period, at least 638 Palestinian-owned structures were demolished,114 of which 196 belonged to Palestine refugees. This represents a 34 per cent increase compared with 2018 (475) and a 41 per cent increase in demolished structures owned by refugees.115

Socio-economic conditions in the West Bank, including East Jerusalem, also remained difficult, with Palestine refugees

facing high unemployment rates (17 per cent for those living in camps), poverty and food insecurity.

UNRWA responseIn 2019, UNRWA emergency operations in the oPt remained largely underfunded, with only 61.57 per cent of the required funds pledged and received by the end of the year.116 The 2019 EA budget of US$ 138 million was already adjusted to reflect a reduced funding forecast, and represented the minimum necessary to cover the basic needs of Palestine refugees in Gaza and the West Bank, including East Jerusalem. Hence, any shortfall against this already reduced budget had direct consequences on the provision of services for the most vulnerable refugees. In order to avoid a critical break in the delivery of vital assistance, UNRWA took the extraordinary decision to cover the funding gap in its emergency interventions through an advance from the Agency’s programme budget. A CERF loan was also made available to stabilize the provision of emergency assistance in the oPt throughout the year.

Under these challenging circumstances, UNRWA continued to provide emergency food assistance to 1,036,385 Palestine refugees in Gaza, who have no other means than the assistance provided by the Agency to cover their basic food requirements. UNRWA also continued to support vulnerable Palestine refugees through its emergency cash-for-work programme, providing short-term job opportunities to more than 13,500 refugees throughout the year. Through its emergency health interventions, the Agency continued to support access to life-saving secondary or tertiary health care for 4,134 Palestine refugees, at the same time supporting the response to increased needs arising from GMR demonstrations. Through its EiE programme, UNRWA provided additional learning support in Arabic and mathematics to 68,007 students. In May 2019, and in light of the high level of needs experienced by Palestine refugees, the Agency took the decision to reinstate 500 MHPSS staff, who were put on part-time contracts in 2018, to full time employment. MHPSS counsellors, embedded in UNRWA schools and health facilities, continued to provide a number of structured interventions to support the well-being of Palestine refugees.

In the West Bank, including East Jerusalem, UNRWA distributed emergency cash assistance through the e-card modality to 25,578 abject poor refugees. The continuity of this intervention was made possible through an advance from the Agency’s programme budget. In partnership with WFP, UNRWA provided food parcels to 37,000 individuals from Bedouin and herder communities facing high levels of food insecurity and protection concerns. Throughout the year, the Agency’s Protection and Neutrality team in the West Bank, including East Jerusalem, continued to carry out a


number of advocacy interventions to monitor, document and report on protection concerns affecting Palestine refugees; in addition, emergency cash assistance was provided to refugee households impacted by protection threats. Finally,

both in Gaza and the West Bank, including East Jerusalem, UNRWA continued its efforts to safeguard the neutrality of its operations through bi-annual inspections of its installations.


3.1.funding summary:2019 oPt emergency appealTable 1: oPt emergency appeal funding summary by field, 01 January – 31 December 2019 (US$)117

Programme Interventions Amount Total Allocation Gaza Allocation West Bank

Allocation Headquarters

Emergency food assistancerequired 97,985,904 94,561,301 3,424,603received 55,631,634 55,631,634 0

difference 42,354,270 38,929,667 3,424,603

Emergency cash-for-workrequired 15,000,000 15,000,000received 19,775,551 19,775,551

difference +4,775,551 +4,775,551

Emergency cash assistancerequired 3,831,206 3,831,206 received 250,576 250,576

difference 3,580,630 3,580,630

Emergency healthrequired 2,600,000 2,600,000received 343,806 343,806

difference 2,256,194 2,256,194

Education in emergenciesrequired 4,040,000 4,040,000received 360,929 360,929

difference 3,679,071 3,679,071

Mental health and psychosocial supportrequired 3,482,825 3,482,825received 3,251,716 3,251,716

difference 231,109 231,109

Protectionrequired 3,085,383 200,000 2,885,383received 1,357,669 232,538 1,125,131

difference 1,727,714 +32,538 1,760,252

Emergency environmental healthrequired 1,598,400 1,598,400received 0 0

difference 1,598,400 1,598,400

Coordination and managementrequired 4,121,700 3,500,373 236,046 385,281received 2,380 0 0 2,380

difference 4,119,320 3,500,373 236,046 382,901

Neutralityrequired 300,000 300,000received 0 0

difference 300,000 300,000

Emergency preparednessrequired 615,000 500,000 115,000received 0 0 0

difference 615,000 500,000 115,000

Safety and securityrequired 1,800,000 1,800,000received 193,859 193,859

difference 1,606,141 1,606,141

To be allocated

Totalrequired 138,460,418 127,582,899 10,492,238 385,281received 81,168,119118 79,790,032 1,375,707 2,380

difference 57,292,299 47,792,867 9,116,531 382,901


3.2. gaza: sector-specific interventions

Emergency Food Assistance

3.2.1. Strategic priority 1: crisis-affected palestine refugee households facing acute shocks have increased economic access to food

Outcome: The severity of refugee food insecurity is tempered.

Output Indicator Actual Target (2019)Refugee households living in poverty meet their most basic food requirements

Number of refugees living beneath the abject-poverty line of US$1.74 per person per day who receive emergency food assistance

604,193 (300,826 female,

303,367 male)

620,310(308,812 female,

311,498 male)Number of refugees living between the abject-poverty line of US$ 1.74 per person per day and the absolute-poverty line of US$ 3.87 per person per day who receive emergency food assistance

432,192(215,086 female,

217,106 male)

389,680(194,167 female,

195,513 male)

Percentage of caloric needs for the abject poor that are met through food distributions

79.76% 80%

Percentage of caloric needs for the absolute poor that are met through food distributions

42.95% 43%

Access to food in Gaza remains a challenge for a majority of refugees struggling with deteriorating socio-economic conditions, compounded by the restricted movement of people and goods due to the blockade, electricity shortages and high unemployment.

In response to increasing levels of vulnerability and reduced resilience, in 2019, UNRWA provided emergency food assistance to 1,036,385 beneficiaries (209,961 families), including 16,826 female-headed households. In-kind emergency food assistance was provided through four distribution rounds. Overall, 604,193 refugees (117,914 families), including 11,970 female-headed households and 36,949 persons with disabilities, living below the abject poverty line of US$ 1.74 per day, received 79.8 per cent of their required daily caloric needs, while 432,192 refugees (92,047 families), including 4,856 female-headed households and 5,799 persons with disabilities, living below the absolute poverty line of US$ 3.87 per person per day, received 42.95 per cent of their caloric requirements. The salary cut for PA employees in Gaza, which started in 2017, is believed to have contributed to the increased caseload of absolute poor relying on Agency food assistance to meet their basic needs.

Food was provided in two different baskets based on poverty level and on the number of individuals per household. In 2019, to contribute to meet individuals’ daily caloric needs, UNRWA provided food commodities including flour, powdered milk, sunflower oil, sugar, lentils, chickpeas and rice. Canned sardines were added to the abject poor basket as a source of protein.

In 2019, 128 relief workers continued to assess the eligibility of refugees for food assistance using the Agency’s poverty assessment survey (PAS). Based on assessment requests from beneficiaries, 32,040 home visits were conducted and relief workers noted a significant increase in the poverty level amongst

Palestine refugees. During the reporting period, 42.9 per cent of the reassessed cases (188 out of 438 families) slipped from absolute to abject poverty, while the circumstances of only 3.53 per cent of reassessed abject poverty caseloads (26 out of 736 families) improved to the point that they could be reclassified as absolute poor. During the year, UNRWA also verified and updated beneficiary data and approximately 10,000 refugees were removed from the eligible beneficiary list as they were confirmed as being deceased or having emigrated from Gaza.

As vulnerability levels in Gaza remain high, addressing food insecurity continues to be a priority, as the Agency strives to cover the basic needs of the most vulnerable Palestine refugees. Efforts are underway to refine and modernize poverty assessments, align better with tools and systems used by the authorities and other agencies, and to focus on those most in need. While continuing work in this regard and refining the content of food baskets, due to the unpredictability of the financial situation, as of the last quarter of 2019, home visits for the current PAS and the inclusion of new cases for poverty assessments were suspended. A PDM survey was conducted in December 2019119

to inform decision making on the future of emergency food assistance in light of protracted financial challenges, and to support the future consideration of different modalities for the provision of food assistance. During the reporting period, the procurement of food commodities was made possible through advance payments under the UNRWA programme budget and a CERF loan.

Finally, the Agency continued to actively participate in Food Cluster and the Cash Programming Working Group meetings in Gaza, and supported overall planning and reporting processes, including the Humanitarian Needs Overview, the Humanitarian Response Plan (HRP) and the Palestine Socio-Economic & Food Security Survey.


Emergency Cash-for-Work


Output Indicator Actual Target (2019)Palestine refugees earn wages to cover their basic food needs

Number of workdays generated 1,230,992 1,133,808Number of full-time equivalents created 4,274 3,973Number of refugees benefiting from short-term CfW 13,572

(5,286 female, 8,286 male)

11,082(6,649 female,

4,433 male)Total value provided to CfW beneficiaries US$ 16,805,925 US$ 13,512,854

In 2019, UNRWA created 1,230,992 working days through a range of work opportunities to assist the most vulnerable Palestine refugees. This translated into short-term opportunities for 13,572 refugees, benefiting a total of about 78,500 individuals (workers and their families) and injecting US$ 16,805,925 into the local economy, overachieving the planned target. The majority of direct beneficiaries were unskilled workers (6,901 individuals, or 50.8 per cent of the total), followed by 6,419 skilled workers (47.3 per cent). Only 252 individuals were hired under the professional category (1.9 per cent).

Overall, 5,286 women received job opportunities, of which 3,234 were given skilled or professional positions. Skilled female applicants received 61.2 per cent of the total number of skilled jobs, with more than 75 per cent of the skilled female workforce positioned in UNRWA installations, including schools, HCs and RSS offices. Of the total funded unskilled posts, 38.8 per cent were assigned to females, overachieving the planned target of 15 per cent. Unskilled posts included different assignments, such as school attendants, guards, cleaners, packers and agricultural workers.

An UNRWA staff member preparing food parcels at Jabalia Distribution Centre, Gaza. © 2020 UNRWA Photo by Khalil Adwan


In response to extremely high levels of youth unemployment in Gaza - 67.5 per cent among the 20 – 24 age group,120 UNRWA particularly focused its efforts on providing recent graduates with short-term work opportunities. Accordingly, during 2019, 15.9 per cent of all opportunities were provided to recent graduates and 64.7 per cent of skilled positions were awarded to refugees between the ages of 18 and 29 against a target of 40 per cent.

The overachievement of CfW targets was due to the availability of additional funding under this intervention. It is worth highlighting, however, that 2019 targets were designed in

accordance with the funding forecast and do not reflect actual needs which have remained high over the past years. In light of available resources, the Agency continued to use a family-based approach whereby priority was extended to families who had not benefited from a CfW opportunity in the past. Coupled with high demand, this leads to long waiting times. Currently, the average waiting time for a family on the CfW waiting list is over four years. Of the 284,112 applicants registered in the UNRWA CfW database, 50,752 submitted their applications in 2019, reflecting exceptionally high unemployment rates and confirming the high demand for temporary employment.

Sanitation labourers at Beach Refugee Camp as part of the UNRWA cash-for-work programme, Gaza.© 2020 UNRWA Photo by Khalil Adwan


Emergency Health

The health system in the Gaza Strip is operating under severe pressure due to rapid population growth, deteriorated living conditions and the lack of adequate financial resources. The protracted blockade imposes restrictions on movement of people, including patients seeking treatment outside of Gaza, and restrictions on movement of materials, including medical supplies. Compounded by the internal Palestinian divide, this has led to a serious deterioration in the availability and quality of health services.124

In 2019, in addition to providing access to life-saving secondary and tertiary health care, UNRWA emergency health interventions focussed on responding to the needs that resulted from GMR demonstrations, in addition to providing comprehensive medical screenings in schools that were aimed at identifying and supporting students with special needs.

Throughout the year, the Agency was able to provide comprehensive medical assessments to 11,571 Agency students, equivalent to 96.3 per cent of the total 12,011 referred caseload, to identify and treat conditions that might otherwise go undiagnosed. Cases in need of a medical assessment are identified through systematic referral by the UNRWA education programme. Following a health screening, students with special needs are provided with the necessary medical treatment and

assistive devices. Despite Agency efforts, some parents refrain from sending their children for medical assessments once notified of the needed referral; therefore, 3.7 per cent of identified cases in 2019 remained unassessed. UNRWA will continue to raise awareness amongst parents regarding the importance of providing children with medical and learning support.

Prioritized access to secondary and tertiary care was provided to 4,134 abject poor patients in need of critical medical support, representing 37.7 per cent of all cases referred for treatment under the UNRWA health programme.

Finally, although the number of injured as a result of GMR demonstrations declined in 2019 in comparison to 2018, the Agency continued to provide emergency health services to the newly injured and continuous support to Palestine refugees who required medical follow-up. In 2019, a total of 925 injured cases received care at UNRWA HCs, including immediate medical treatment and consultations, dressings, physiotherapy and psychosocial support. Eleven Agency HC physiotherapy units conducted a total of 6,396 physiotherapy sessions during the course of the reporting period. Target overachievement is attributed to the nature of the injured as many required repeated treatments and medical follow-up.

3.2.2. Strategic priority 2: palestine refugees maintain access to critical services and are protected from the most severe impacts of hostilities and violence

Outcome: Crisis-affected refugees enjoy their right to health.

Output Indicator Actual Target (2019)Crisis-affected refugees have access to secondary and tertiary health care

Number of poor refugees receiving secondary or tertiary health care

4,134(2,728 female,

1,406 male)

3,500

Crisis-affected refugees have access to primary health care

Number of injured GMR cases provided with lifesaving medicines121

925 122 750 123

Number of physiotherapy sessions provided at UNRWA health centres

6,396 3,960

Crisis-affected refugee studentsreceive medical support

Percentage of students who receive support as a result of in-depth medical assessments

96.33% 100%


Education in Emergencies

In 2019, providing Palestine refugee children with access to inclusive, equitable, quality and safe education in line with UN values and principles remained a priority for UNRWA in Gaza. During the 2018/19 scholastic year, and building on the existing Agency education system, UNRWA also supported Palestine refugee children through the EiE programme that provides additional learning support to students whose education is affected by the humanitarian crisis and conflict. To this end, the Agency deployed 585 additional teachers (555 female, 30 male) to provide additional learning support in Arabic and mathematics to 68,007 students (32,648 girls, 35,359 boys).

Using the UNRWA IE Tool kit, teachers were trained to identify and respond to students’ diverse needs, including those with a disability, and/or other learning, psychosocial and health needs. Due to funding constraints, only 58.5 per cent of required support teachers were deployed, which resulted in a reduction in the number of support sessions in comparison to 2018 (only one semester was covered in 2019). In addition, the Agency was unable to provide students with educational materials (back-to-school kits, psychosocial support/recreational kits and stationery), prioritizing the continuity of learning support under available resources.

Outcome: The effects of the blockade, poverty and violence are countered through a supportive learning environment where refugee students can realize their potential.

Output Indicator Actual Target (2019)Refugee students with additional learning needs in Arabic and mathematics are supported

Number of support teachers hired to facilitate students’ education in Arabic and mathematics

585 (555 female, 30

male)

1,000 (400 female,

600 male)Number of children supported by additional learning in Arabic and mathematics

68,007 (32,648 girls, 35,359 boys)

68,007(32,648 female,

35,359 male)Refugee students are providedwith learning tools

Number of Palestine refugee students provided with educational materials (back-to-school kits, psychosocial support/recreational kits, stationery) each semester

0 125 278,938(134,965 female,

143,973 male)

A young patient receives a medical check-up at the UNRWA Al-Fakhoura HC, Gaza. © 2020 UNRWA Photo by Khalil Adwan


In 2019, MHPSS counsellors in UNRWA schools continued to provide individual and group counselling to help children cope while strengthening their resilience in the face of an increasingly oppressive environment. In light of the increased need for psychosocial support, in May 2019, the Agency reinstated 241 school counsellors on a full-time basis. Due to funding

constraints, they had worked on a part-time basis for most of the 2018/19 school year. The provision of MHPSS for Palestine refugee children in Gaza remains a priority for UNRWA, and continuous financial support will be required in 2020 to ensure that support is able to keep pace with increasing demand.

Mental Health and Psychosocial Support

During the first five months of 2019, the provision of MHPSS continued to suffer from severe financial related service reductions. In this regard, some 500 staff continued to be employed on part-time contracts as part of 2018 adjustment measures due to funding shortfalls. In response to overwhelming need, these personnel reverted to full-time employment that was supported through an advance under the Agency’s programme budget. This allowed UNRWA to overachieve against targets that were based on the availability of part-time MHPSS staff. During the year, counsellors in schools and HCs, as well as legal counsellors, continued to implement a range of structured interventions to address the psychosocial and mental health needs of Palestine refugees.

Life-skills sessions, designed to strengthen the coping skills and resilience of children, were provided to 123,251 students during after-school and summer fun activities. As referenced above, the target was over-achieved due to the availability of additional funding for this intervention which allowed for the implementation of summer learning activities that targeted

additional students. For students requiring more focused support, 6,866 children benefited from group counselling. Moreover, 11,057 at-risk students were supported through individual counselling and 34,196 parents received parent education sessions at schools.

At UNRWA HCs, mental health counsellors provided individual counselling to 6,407 adults. This was complemented by structured psycho-education and group counselling aimed at strengthening both individual coping and mutual support among participants. During the reporting period, group counselling was provided to 2,583 adults while an additional 17,570 individuals (14,806 female, 2,764 male) participated in psychosocial education sessions that were provided in response to critical psychosocial needs related to the impact of the GMR. Moreover, some 8,655 adults benefited from public awareness sessions that covered a range of family and social issues. In 2019, 5,486 adults (3,956 female, 1,530 male) received one-time individual consultations and advice concerning personal, family and social issues.

Outcome: The psychosocial well-being of Palestine refugees is enhanced.

Output Indicator Actual Target (2019)UNRWA students and parents receive psychosocial support

Number of students receiving life skills support 123,251 students

(67,842 female, 55,409 male)

24,471 (13,100 female,

11,371 male)

Number of students receiving group counselling 6,866(3,647 female,

3,219 male)

5,768 (2,884 female,

2,884 male)Number of students receiving individual counselling 11,057

(5,182 female, 5,875 male)

5,665 (2,832 female,

2,833 male)Number of parents receiving parent awareness sessions

34,196(28,348 female,

5,848 male)

8,000 (4000 female,

4000 male)Families and communities receive psychosocial support

Number of adults receiving group interventions 2,583(1,983 female,

600 male)

1,050 (1,020 female,

30 male)Number of adults receiving individual counselling 6,407

(4,354 female, 2,053 male)

34,300 (2,700 female,

600 male)Number of women attending psychosocial education sessions

14,806 10,000


Protection

In a highly volatile political, security and socio-economic context, UNRWA continued to provide protection support to Palestine refugees in Gaza; however, funding constraints under the EA impacted the Agency’s ability to implement protection activities at the scale needed, such as providing targeted support to vulnerable refugees facing protection risks including abuse, exploitation and neglect. Nevertheless, through other sources of funding, UNRWA programmes, including RSS, Health and Education assisted 2,558 individual cases experiencing protection threats (1,975 women, 107 men, 252 girls, 224 boys). Through emergency funding, the Agency continued to strengthen staff capacities in relation to GBV in emergencies and disability inclusion through the implementation of trainings

targeting 276 Agency staff (198 female, 78 male).

During the reporting period, 79 briefings were organized for a range of international stakeholders including ministers, donors, politicians, diplomats, journalists and researchers to raise awareness on protection issues affecting Palestine refugees in Gaza. UNRWA also continued to cooperate with requests for information from embassies, NGOs and other UN entities. As part of continuous advocacy efforts, on the occasion of the first anniversary of the GMR, the Agency released a report, “Gaza’s Great March of Return – One Year On” 126 together with a social media campaign to highlight the humanitarian consequences of the demonstrations and the impact on UNRWA service provision.

Outcome: The psychosocial well-being of Palestine refugees is enhanced.

Output Indicator Actual Target (2019)Vulnerabilities are mitigated and the most acute protection needs are effectively addressed

Number of vulnerable refugees, including children, women and persons with disabilities, provided with targeted support to address situations of exploitation, and abuse and neglect

0 500

Front-line staff have capacity to identify and respond to protection needs

Number of staff members trained on protection 276(198 female, 78

male)

800

Delegations and key international stakeholders are fully aware of the impact of the protracted humanitarian crisis in Gaza and its implications for the protection of Palestine refugees

Number of briefings and reports on the humanitarian and protection context provided to key international stakeholders, including delegations

79 50

UNRWA students participating in recreational activities at Jabalia Preparatory Girls School "C", Gaza.© 2020 UNRWA Photo by Khalil Adwan


Emergency Water and Sanitation

In 2019, no funding was received under the EA for water and sanitation interventions; however, through an advance from the Agency’s programme budget and project funding, UNRWA was able to provide minimum basic WASH services to prevent the outbreak of infectious diseases and other public health hazards in Palestine refugee camps. Within limited resources, UNRWA prioritized the removal of 70,800 tons of solid waste from unofficial dumping sites near refugee camps to official landfill sites and the provision of approximately 100,000 litres of fuel to nine water wells in Palestine refugee camps (seven in Jabalia, one in Khan Younis and one in Rafah). Due to funding constraints, the Agency was unable to

fully respond to the increased demand for WASH related services. In this regard, no emergency repair of camp water and sanitation networks was possible, compromising refugee access to water and sanitation services. Should this continue, the rapid deterioration of already old networks is expected to significantly reduce the quality of these networks for refugee camp residents. In addition, UNRWA was unable to support the clearing of identified mosquito breeding sites in Wadi Gaza, Beit Lahia, Khan Younis and Nuseirat, increasing the risk of the spread of mosquitoes and potential outbreaks of mosquito and water-borne diseases.

Outcome: A critical deterioration in refugee health is avoided through emergency water and sanitation interventions.

Output Indicator Actual Target (2019)The functioning of essential UNRWA WASH facilities is supported

Number of critical WASH facilities supported 9 9Percentage of identified repairs to damaged and degraded water and wastewater networks in camps carried out

0% 100%

Exposure of refugees to vector-borne diseases is reduced

Number of identified mosquito-breeding sites cleared 0 3

Tons of waste removed from unofficial dumping sites 70,800 60,000


3.3.west bank: sector-specif ic interventions

Emergency Food Assistance

3.3.1. Strategic priority 1: crisis-affected palestine refugee households facing acute shocks have increased economic access to food


Output Indicator Actual Target (2019)Food-insecure refugee households are provided with the means and knowledge to meet their most basic food requirements

Number of individuals benefiting from joint WFP-UNRWA food distributions for vulnerable Bedouin and herder communities in Area C

37,000 37,000

During the reporting period, UNRWA continued to provide in-kind emergency food assistance to refugee and non-refugee Bedouin and herder communities throughout the West Bank through a partnership with the WFP. Ensuring continued assistance to Bedouin and herder communities remains a priority given high levels of food insecurity and severe protection threats faced by these communities, especially those located in Area C. This intervention enhanced the food security of 37,000 individuals (6,192 families) living in 86 Bedouin and herder communities across the West Bank, helping them meet their basic food needs and strengthening their resilience. Distributions were largely

carried out according to plan through four rounds, reaching all targeted communities.

The first food distribution round was delayed due to difficulties encountered in the procurement of food items. Some access issues, also causing delays, were faced in distributions to the communities of Khan Al-Ahmar, Qalqiliya and Ramadeen (North and South) and to some 14 communities east of Hebron. These issues were resolved in coordination with the protection cluster and the Israeli Civil Administration, or in some cases, through the use of alternative distribution points.

Food distribution for the Arab al-Jahaleen Bedouin community, al-Eizariya, West Bank.© 2017 UNRWA Photo by Iyas Abu Rahmah


Emergency Cash Assistance

In 2019, UNRWA continued its emergency cash assistance programming in the West Bank that targeted abject poor refugees. Despite very limited funding received under the EA for this intervention, the Agency was able to continue this intervention thanks to an advance from its programme budget that was made available to ensure that the most vulnerable refugees in the West Bank continued to receive the necessary support. Throughout 2019, UNRWA provided 125 ILS (approx. US$ 35) per person per quarter in emergency cash assistance through the e-card modality to 3,610 abject poor refugee households (25,578 individuals). Targets for this intervention were overachieved as a refugee eligibility assessment was on-going at the time that the targets were developed. As such, targets were based on estimates. The number of individuals targeted with emergency cash assistance was subsequently revised

in accordance with the actual caseload identified through the assessment.

The e-card cash assistance distribution modality, an intervention implemented in partnership with the Bank of Palestine, provides cash to vulnerable refugees through bank debit cards, contributing to refugee empowerment by offering beneficiaries freedom of choice and enabling greater flexibility in household spending. Due to funding constraints, UNRWA was forced to place the recruitment of fixed term emergency cash assistance programme staff on hold. In addition, cash assistance field office monitors and the hotline coordinator were separated from service. These measures had a negative impact on the Agency’s ability to address field distribution issues in a timely and effective manner.


Output Indicator Actual Target (2019)Abject poor refugees receive emergency cash assistance to cover their basic needs

Number of abject poor refugee households in the West Bank (in rural, urban areas and in the 19 camps) receiving cash assistance through the e-card modality

3,610 3,620

Number of abject poor refugee individuals in the West Bank (in rural, urban areas and in the 19 camps) receiving cash assistance through the e-card modality

25,578(12,451 female,

13,127 male)

23,782 (11,479 female,

12,303 male)Total value disbursed as cash to abject poor refugee households

US$ 3,543,169 US$ 3,329,536

Protection

3.3.2. Strategic priority 2: palestine refugees maintain access to critical services and are protected from the most severe impacts of hostilities and violence

Outcome: Refugees receive enhanced protection from the immediate and most serious effects of occupation related policies, practices and hostilities, respect for IHL and IHRL is promoted, and abuses are mitigated.

Output Indicator Actual Target (2019)Enhanced systematic follow-up of authorities responsible for alleged IHL violations

Percentage of UNRWA advocacy interventions on protection issues that prompt concrete action from the relevant authorities

44% 20%

Percentage of documented incidents for which UNRWA obtains informed consent that are presented to the relevant authorities

95% 65%

Delegations are better informed to advocate on the protracted crisis affecting refugees


176 85

The risk of forced displacement of vulnerable communities is reduced and their coping capacities are increased

Percentage of vulnerable refugee households impacted by protection threats who re-establish the physical safety and security of their residence after receiving emergency cash assistance

42% 50%

Percentage of refugee households affected by demolitions/evictions who re-establish stable accommodation at the cessation of interventions 127

71% 50%

UNRWA protection capacity has been severely affected by the Agency’s 2018 financial crisis that forced UNRWA to scale down its protection interventions and adjust to a reduced budget. As funding constraints persisted, these adjustments were maintained in 2019, continuing a most concerning trend that heightens potential risks to both Palestine refugees and Agency operations. The overachievement of the targets in relation to UNRWA advocacy efforts was mainly due to a revision in the

indicators’ methodology, which was conducted during the year in order to provide a more comprehensive overview of advocacy interventions. More specifically, the Agency reviewed these indicators to include advocacy interventions targeting duty bearers and briefings to external actors including diplomats, organizations and journalists. Out of the 131 advocacy interventions conducted by the WBFO Protection and Neutrality department throughout the year, 58 prompted concrete actions


from the relevant authorities. As for external briefings, positive actions triggered by UNRWA interventions included policy memos, updates to capitals, media articles and social media activity. Overall, during the reporting period, WBFO conducted a total of 176 advocacy interventions.

Due to funding constraints, the Protection and Neutrality department had reduced capacity to fully document protection incidents and report these to the relevant authorities.129 The overachievement of this target reflects the number of cases for which UNRWA obtained consent from beneficiaries and reported to the Israeli authorities (18 out of 19 documented cases).

In 2019, 42 per cent (314 out of 752 families) of refugee

households impacted by protection threats re-established the physical safety and security of their residence after receiving emergency cash assistance, slightly below the annual target. During the reporting period, the number of refugee households affected by demolitions/evictions who re-established stable accommodation after the cessation of interventions was above the set target, at 71 per cent (39 out of 55 families). This result is an indication of the effectiveness of the cash and case management interventions provided through the UNRWA Crisis Intervention Model, which contributes to the empowerment of displaced families in the West Bank (including East Jerusalem) and helps them to cope with the ramifications of forcible displacement by enabling them to stay in their respective communities.

An UNRWA Protection Social Worker visits a family whose house has been partially demolished in Beit Jala, West Bank. © 2016 UNRWA Photo by Dirk-Jan Visser


3.4. gaza, west bank and headquarters

Coordination and Management and Safety and Security

Emergency Preparedness

3.4.1. Strategic priority 3: effective management and coordination of the emergency response

Outcome: The emergency response, as funded, is effectively implemented and managed.

Output Indicator Actual Target (2019)The response, as funded, is effectivelyimplemented and managed

Mid-year EA progress report issued within a set period of time after the end of the reporting period

120 120 days

Draft annual EA report issued within a set period of time after the end of the reporting period

96 120 days

Number of times EA implementation is reviewed within the context of mid-year and annual results reviews

2 2

Outcome: Reduced losses in lives and in the social, economic and environmental assets of refugee communities.

Output Indicator Actual Target (2019)The Agency has adequate response capacity to address protracted crises and sudden-onset emergencies

Number of staff trained in emergency preparedness and response

1,026 1,026 (Gaza)

Number of staff trained in early recovery 0 342 (Gaza)Number of refugee households covered by available emergency stocks

110 refugee households (West Bank)


In 2019, UNRWA continued to support the planning, monitoring and evaluation of emergency interventions and activities related to the safety and security of staff and refugees and the neutrality of its facilities. This proved vital for the efficient and effective delivery of services and to maintain and further develop capacity to respond to rapid-onset emergencies.

At the Headquarters level, the Department of Planning continued to be responsible for the planning and coordination of emergency response activities, with a special focus on supporting GFO and WBFO in maintaining, reviewing and updating their contingency and business continuity plans. During the first half of 2019, the Department of Planning supported WBFO in the organization of a field-level simulation exercise to test critical functions, processes and procedures required in the event of an emergency. Senior staff from the Field Office, HQ departments in Jerusalem and HQ departments in Amman also participated in the exercise. The follow-up to key recommendations identified during the

exercise was conducted during the second half of the year in coordination with WBFO, mainly with a view of strengthening emergency preparedness at the area level.

During the reporting period, a senior emergency officer continued to oversee planning, monitoring and reporting activities, while the online RBM system allowed the Agency to track actual results against planned priorities on a quarterly basis, facilitating regular consolidated reporting. This annual report was preceded by a Mid-Year Report, providing an overview of the status of the 2019 oPt EA during the first six months of the year. In 2019, UNRWA also maintained other HQ functions in support of emergency operations, including data analysis for emergency programming and legal services supporting, among other things, engagement with the international human rights system on protection issues that raise concerns about possible violations under international law. Due to funding shortfalls, support functions were primarily made possible through UNRWA’s programme budget.

In 2019, the security situation in Gaza remained volatile. In response, UNRWA strengthened its emergency preparedness and risk management capabilities through a continued focus on warehouse stockpiling, staff training, engagement in inter-agency preparedness and planning activities, and the refinement and testing of internal mechanisms and protocols. Long term agreements are in place to guarantee the adequate provision of food items, non-food items (NFIs) and cleaning supplies in case of emergencies. The Agency also ensured effective coordination with other humanitarian actors in Gaza to reinforce preparedness

and response capacity in times of emergency, with participation in cluster and inter-cluster coordination group meetings, and other coordination fora. However, the current funding shortfall remains a persistent challenge and undermines the Agency’s ability to rapidly respond in case of an emergency in Gaza.

During the year, emergency preparedness trainings were conducted for UNRWA emergency staff in Gaza, including simulation exercises. Two simulations were conducted at the Central Operation Room targeting 32 local and international staff members (11 female, 21 male), and four simulations were


Neutrality (Gaza)

Outcome: Agency neutrality and integrity is safeguarded.

Output Indicator Actual Target (2019)Agency neutrality and integrity is safeguarded Inspections and training are carried out to safeguard neutrality

Percentage of installations monitored biannually 100% 100%Number of staff members receiving neutrality training (including neutrality in the use of social media)

490 (253 female, 237 male)

500 129

Percentage of noted neutrality breaches followed up 72% 130 100%

In line with the UNRWA Neutrality Framework and SOPs governing the implementation of the Agency’s commitment to humanitarian principles, UNRWA continued to safeguard the neutrality of UNRWA operations to facilitate the provision of humanitarian services in a challenging operational environment. Although no funding was received under the EA for this intervention, UNRWA ensured that neutrality activities continued through an advance from its programme budget. It merits note that, while the Agency has taken steps to address the loss of funding in relation to neutrality interventions, capabilities are strained. This represents an organisational risk.

Neutrality Installation Inspectors play a vital role in safeguarding the Agency’s neutrality and the safety and security of its personnel and beneficiaries. In 2019, a total of 276 unannounced visits to UNRWA installations were conducted. Issues related to neutrality that were observed during the visits included the use of inappropriate posters, graffiti, stickers, national flags,

unauthorized maps and land encroachment. These findings were raised for immediate action with the installation managers. During inspection visits, neutrality awareness sessions were provided to installation managers and staff. In addition, 490 staff members (253 females, 237 males), particularly school principals and deputy school principals, were trained on the UNRWA Neutrality Framework. Underfunding represented a challenge during the reporting period, in particular in relation to recruitment of international field-based staff dedicated to neutrality incident reporting and installation inspections. Decreased funding also led to a significant reduction of the Gaza guard force which has increased the real risk of incidents occurring.

An updated version of the neutrality database was introduced in 2019, and senior area staff, including Chief Area Offices, became more involved in following up on neutrality violations in UNRWA installations.

conducted at the Area Operation Rooms-level, targeting 121 local staff (10 female, 111 male). Simulations at Designated Emergency Shelters were also conducted, targeting 873 UNRWA staff. Due to the unavailability of funding, no trainings on early recovery were implemented in 2019.

In the West Bank, NFIs were provided to 110 households (corresponding to 611 individuals) in response to various emergencies such as winter storms. Due to limited funding and the relatively low level of sudden onset emergencies in 2019, this target was underachieved.

In 2019, three main winter storm episodes were reported in the West Bank (in January, February and December). Response arrangements were coordinated appropriately and there was no major disturbance to UNRWA services during these events. Sanitation workers responded to flooding in 13 camps and NFIs were provided when necessary. While the overall response was well coordinated, gaps remained in relation to risk mitigation

(overburdened sewerage lines, insufficient storm water networks and structural weaknesses in some shelters). Gaps were mapped to prioritize key infrastructure improvements, should funding become available. In addition, efforts were made during the year to improve operational coordination with external actors at the governorate level. Additional protective equipment and tools for sanitation workers were procured to respond to a gap identified in early 2019.

UNRWA WBFO also continued to strengthen its emergency preparedness and response planning and updated its emergency tools and procedures. In this regard, the Emergency Preparedness Structure was reviewed and relevant business continuity, emergency relocation and contingency plans were updated. As part of this work, a Field level emergency simulation exercise was organised in June 2019 at WBFO, as referred to above. During the second half of 2019, UNRWA also conducted a mapping of the communities at risk in the Jordan Valley and presented it to relevant stakeholders.


A protection and neutrality team inspect the UNRWA Beach Elementary Co-Ed School, Gaza. © 2020 UNRWA Photo by Khalil Adwan

Neutrality (West Bank)

Outcome: Agency neutrality and integrity is safeguarded.

Output Indicator Actual Target (2019)Inspections and training are carried out to safeguard neutrality

Percentage of installations monitored biannually 81% 100%

Number of staff members receiving neutrality training (including neutrality in the use of social media)

30 500

Percentage of noted neutrality breaches followed up N/A 100%

In 2019, UNRWA staff carried out semi-annual inspections of 81 per cent of the Agency’s installations in the West Bank, while 97 per cent of the installations were inspected at least once. WBFO breaks down installation inspections into two categories due to the different staff who conduct inspections – inside (Protection and Neutrality Officers) and outside camps (senior staff – national and international). In 2019, all UNRWA installations inside refugee camps were inspected twice by Protection and Neutrality teams except for one camp inspected only once due to security concerns. For installations outside camps, 69 per cent were inspected twice by senior staff teams. The lower number of the outside camp inspections was due to: (i) staff turnover and resource issues and the related disruption to the inspection schedule and knowledge retention; and (ii)

access and movement limitations due to the tense political environment.

A total of 313 neutrality issues were identified during the inspections, including lack of UN flags and signs on installations, and non-neutral graffiti, among others. Due to capacity deficits (associated with financial constraints that necessitated programme restructuring), no 2019 data is available on the number of identified neutrality breaches followed up. Data will be available for 2020 inspections.

In 2019, due to funding constraints, WBFO capacity in the area of neutrality focused on installation inspections rather than large scale staff neutrality trainings. This explains underachievement against the planned target for this intervention.


chapter four: annual reporting under the 2019 syria

regional crisis emergency appeal


executive summaryThis chapter of the 2019 AOR covers the UNRWA Syria regional crisis response from January to December 2019 and is intended to provide information on results achieved as measured against the full range of indicators included in the EA for the 2019 Syria regional crisis.

OverviewIn 2019, Palestine refugees in Syria remained highly vulnerable, facing persistent humanitarian and protection needs following almost nine years of conflict. Loss of lives and livelihoods, protracted displacement, large-scale destruction and deteriorating socio-economic conditions continued to negatively affect the lives of Syrian and Palestine refugees alike. Throughout the year, the depreciation of the Syrian pound, accompanied by rising inflation, high unemployment and an increase in the price of basic commodities added an increased burden on the already difficult conditions experienced by all civilians in Syria. During the reporting period, further spontaneous returns of Palestine refugees to newly accessible areas were observed, including to Ein el Tal (90 families) and Dera’a camps (800 families); however, these camps, together with Yarmouk, remain largely destroyed as a result of the hostilities, with many Palestine refugees still displaced and burdened with additional hardship.

Despite the end of active hostilities in some areas of the country, the security situation remained tense and volatile. Amongst other factors, the increased threat of asymmetric attacks in some locations and the presence of ERWs scattered throughout the country continued to pose serious protection risks to civilians, while intense hostilities in the North West of the country caused large-scale displacement and loss of life.

PRS in Lebanon continued to be marginalized and lack access to public services. The increasingly difficult socio-economic conditions in the country aggravated their existing vulnerability. The status of “economic emergency”, declared by the Government of Lebanon in September 2019, exacerbated an already dire situation, with banks imposing tight restrictions on the withdrawal and transfer of US dollars, ultimately leading to a considerable depreciation of the Lebanese pound, reduction in purchasing power and increasing prices of basic goods. PRS in Lebanon, already struggling with high levels of poverty and vulnerability, remained highly dependent on the assistance provided by UNRWA to meet their most basic needs. During the reporting period, livelihoods and employment opportunities for PRS remained extremely constrained, with a negative impact on family resilience and youth. As observed in 2018, the number of PRS in Lebanon continued to slowly decline in 2019, mainly due to returns to Syria and onward movement. In Jordan, the number of PRS recorded with UNRWA stood at 17,348 at the end of 2019. Many PRS in Jordan struggle with limited coping mechanisms and exhibit signs of increased vulnerability; PRS

without legal status in Jordan and those facing protection concerns are particularly vulnerable, as they face restrictions in accessing employment opportunities and basic services and live under continuous fear of detention and forcible return.

UNRWA responseIn 2019, UNRWA continued to provide emergency assistance to Palestine refugees in Syria and PRS in Lebanon and Jordan. Funding constraints limited the provision of some services, particularly in Syria, where the Agency’s emergency operations remained largely underfunded with only 34.23 per cent of the required funds received by the end of the year.131 Within the limited resources available, in 2019, UNRWA continued to provide cash assistance to more than 400,000 Palestine refugees in Syria through three distribution rounds, each one covering four months of assistance. In the second distribution round (May 2019), the Agency introduced a targeted approach to the provision of cash assistance, prioritizing the most vulnerable Palestine refugees with a higher cash transfer, while those remaining received a lower emergency allowance. Under this targeted approach, UNRWA had planned to provide most vulnerable Palestine refugees with US$ 28 per person per month, while the remaining PRS were targeted with US$ 14 per person per month. However, due to the funding shortfall, UNRWA had to reduce the value of the cash transfer to US$ 14 and US$ 9, respectively, with negative consequences on the ability of Palestine refugees to cover their basic needs in a context of deteriorating socio-economic conditions. In 2019, in-kind food assistance was also limited to the most vulnerable Palestine refugees, reaching some 136,000 individuals through three distribution rounds.

In Syria, UNRWA provided education to 50,143 students 132 and supported the health needs of Palestine refugees through 25 HCs and HPs and two mobile clinics deployed to areas where Palestine refugees face access constraints, such as Yalda. Protection interventions also continued, including through the provision of legal assistance, the delivery of awareness raising sessions on ERW in schools, and training to staff on a number of protection issues, including GBV. Due to funding constraints, UNRWA was not able to conduct all the necessary repair and rehabilitation works to its installations damaged by the conflict in Syria. A small number of interventions to ensure the restoration of minimum services, with a focus on areas of spontaneous return, were implemented thanks to the availability of funds carried forward from the previous year, supplemented by project funding.

In Lebanon, UNRWA continued to provide cash assistance to an annual average of 27,987 PRS. At the end of the year, the Agency also provided winterization assistance to 8,180 PRS families across the country and 805 vulnerable PRL host


community families located mainly in the Beqa’a who faced harsh winter conditions. PRS in Lebanon continued to access PHC through the 27 UNRWA primary health care facilities across the country, while some 5,254 PRS students were enrolled in UNRWA schools during the 2018/19 school year. Under the EA, UNRWA in Lebanon also provided vocational training to increase access to employment opportunities for 308 PRS and PRL. Protection services, including legal assistance, continued throughout the year; however, the protection capacity had to be adjusted in accordance with a constrained budget, limiting the ability of the Protection and Neutrality Team to provide protection training to UNRWA staff. Support to WASH services in Palestine refugee camps was also maintained throughout the year; however, basic maintenance and repairs of UNRWA installations could not be implemented due to the unavailability of funding.

In Jordan, UNRWA continued to provide unconditional cash assistance to 16,159 PRS through a targeted approach

introduced in 2018 that prioritizes the most vulnerable. Throughout the year, 695 extremely vulnerable PRS families facing acute needs also received one-off emergency cash assistance to help them recover from shocks and/or respond to specific protection concerns. Throughout 2019, the Agency continued to provide quality, inclusive and equitable education to 1,167 PRS students enrolled in the Agency’s schools. PHC was extended through 29 UNRWA health facilities across the country.

Finally, across the three fields of UNRWA operation covered by the Syria regional crisis EA, the Agency continued to support Palestine refugee and PRS access to secondary and tertiary health care through the provision of hospitalization subsidies. In addition, UNRWA implemented a number of MHPSS interventions with a special focus on students at UNRWA schools, who were supported through individual and group counselling sessions and structured recreational activities.


4.1. funding summary: 2019 syria regional crisis emergency appeal Table 2: Syria regional crisis emergency appeal funding summary by field, 01 January – 31 December 2019 (US$) 133

Programme Interventions Amount Total Allocation Syria

Allocation Lebanon

Allocation Jordan

Allocation Regional

Cash assistance for essential needs, including food, shelter and NFIs

required 140,811,178 106,609,156 27,366,642 6,835,380received 74,603,538 47,187,880 22,315,629 5,100,030

difference 66,207,640 59,421,276 5,051,013 1,735,350

Non-food itemsrequired 6,459,238 6,459,238received 114,426 114,426

difference 6,344,812 6,344,812

Food assistancerequired 10,049,004 10,049,004

received 7,807,893 7,807,893

difference 2,241,111 2,241,111

Livelihoods (microfinance, vocational training, income generation, social cohesion for Lebanon)

required 20,604,031 20,354,281 249,750received 975,408 648,408 327,000

difference 19,628,623 19,705,873 +77,250

Emergency healthrequired 24,036,566 16,132,603 7,359,619 544,344received 8,003,365 1,692,499 6,048,142 142,724 120,000

difference 16,033,201 14,440,104 1,311,477 401,620 +120,000

Education in emergenciesrequired 30,071,055 22,366,197 6,227,781 1,477,077received 11,105,076 4,215,708 5,668,368 1,221,000

difference 18,965,979 18,150,489 559,413 256,077

Protectionrequired 4,350,712 2,331,000 1,779,952 239,760received 1,224,743 703,656 520,113 974

difference 3,125,969 1,627,344 1,259,839 238,786

Environmental health required 4,265,936 1,659,450 2,241,962 364,524received 1,689,476 689,476 1,000,000 0

difference 2,576,460 969,974 1,241,962 364,524

Safety and security required 1,963,590 1,773,780 189,810received 974,495 960,888 13,607

difference 989,095 812,892 176,203

Capacity and management support required 10,577,133 9,602,701 547,895 209,568 216,969received 4,452,518 3,539,027 352,828 550,685 9,978

difference 6,124,615 6,063,674 195,067 +341,117 206,991

Emergency repair and maintenance of UNRWA installations

required 23,714,528 23,459,228 255,300received 47,209 47,209 0

difference 23,667,319 23,667,319 255,300

To be allocated 2,102,468 2,102,468 183

Totalrequired 276,902,971 220,796,638 46,218,711 9,670,653 216,969received 113,100,615134 69,709,354 36,245,686 7,015,596 129,978

difference 163,802,356 151,087,284 9,973,025 2,655,057 86,991


4.2. syria: sector-specif ic interventions

Cash Assistance for Essential Needs, Including Food, Shelter and NFIs

4.2.1. Strategic priority 1: preserve resilience through the provision of humanitarian assistance, ensuring that the most vulnerable refugees meet their basic needs

Outcome/Output Indicator Actual Target (2019)

OutcomePalestine refugees are able to meet their essential life-saving needs and cope with sudden crises

Percentage of households reporting an improved food consumption score 135

63% 90%

Outputs

Palestine refugees in Syria are provided with relief assistance

Number of individuals receiving cash assistanceduring the last completed distribution round(disaggregated by sex)

410,870(215,473 female;

195,397 male)

418,000

Number of most vulnerable Palestine refugees provided with cash assistance during the last completed distribution round (disaggregated by sex)

127,357(76,745 female; 2 50,61 male)

126,000

Number of most vulnerable Palestine refugees provided with food assistance during the last completed distribution round (disaggregated by sex)

136,074(80,298 female;

55,776 male)

126,000

Number of Palestine refugees receiving NFIs based on need

31,332 30,000

UNRWA continued to provide cash assistance to Palestine refugees in Syria to help them meet their basic needs. During the reporting period, the Agency launched three rounds of cash assistance, with the second round introducing a targeted approach that focused on the most vulnerable Palestine refugees.

During the first cash distribution round that ran from 13 January to 28 March 2019, 407,701 (213,523 female and 194,178 male) beneficiaries each received the Syrian pound equivalent of US$ 46 to assist them in covering basic needs for two months. During the second round of cash assistance, which started on 19 May and ended on 25 August, UNRWA introduced a targeted approach based on vulnerability. This approach, which follows a two-tier system, was developed in accordance with the findings of a vulnerability assessment of a representative sample of Palestine refugee households conducted by the Agency in Syria at the end of 2017. This assessment found that: (i) female-headed households; (ii) families headed by a disabled person; (iii) persons with disabilities; (iv) families headed by an older person; and (v) unaccompanied minors (orphans) had an increased likelihood of being vulnerable.

During the second and third cash distribution rounds, Palestine refugees belonging to any of the five above referenced vulnerable groups received a higher cash transfer set at US$ 14 per person per month, while the remaining population received US$ 9 per person per month, with each individual receiving four months’ worth of assistance. By the end of the second round, 409,280 (214,592 female; 194,688 male) individuals received assistance; of these, a total of 121,944 (73,548 female; 48,396 male) were identified as the

most vulnerable. The third cash distribution round started on 13 October and closed on 15 December 2019 and benefitted a total of 410,870 (215,473 female; 195,397 male) beneficiaries. Under its 2019 EA, UNRWA had planned to provide the most vulnerable categories of Palestine refugees with US$ 28 per person per month and the rest of the caseload with US$ 14; however, these amounts were reduced to US$ 14 and US$ 9 respectively per person per month, given the lack of funds.

During 2019, UNRWA successfully piloted the use of ATM cards for cash distributions, with a total of 10,000 Palestine refugee families using ATM cards to receive cash assistance. The Agency’s SFO, in coordination with other UN agencies, has started a process to identify financial service providers capable of providing cash assistance through mobile banking and e-payments. This will help facilitate access to UNRWA assistance and increase operational efficiency.

During the year, three rounds of food assistance were distributed, targeting Palestine refugees categorized as the most vulnerable under the targeted approach and a limited number of additional vulnerable cases. The first food distribution round started on 10 March and ended on 25 July 2019, reaching 134,538 beneficiaries (79,159 female; 55,379 male). The second round started on 23 July and was completed on 24 October, reaching a total of 136,074 (80,298 female; 55,776 male) beneficiaries. The third round started on 11 November and by the end of the reporting period, 54,490 (35,219 female; 19,271 male) individuals had been reached with food assistance. UNRWA expects to complete the third food distribution round during the first quarter of 2020 (February).


Based on the results of a PDM conducted in July 2019, 63 per cent of Palestine refugees surveyed reported an acceptable level of food consumption, 31 per cent reported a borderline level of food consumption and 6 per cent reported a poor level of food consumption. The underachievement of the target related to the percentage of households reporting an improved food consumption score may be due to the reduction in the amount of the cash assistance provided and the distribution of food parcels only to the most vulnerable.

During 2019, a total of 31,332 Palestine refugees received NFIs (mats, mattresses, blankets, kitchen sets, hygiene kits, jerry cans and/or tarpaulin) based on need. This intervention focused on those residing in areas with restricted access, people affected by emergencies and Palestine refugees spontaneously returning to newly accessible areas. Out of the total number of Palestine refugees reached, UNRWA provided NFIs and ready-to-eat baskets to approximately 8,000 individuals located in Yalda, Babila and Beit Sahem, who continued to face mobility restrictions.

UNRWA continues to deliver critical food assistance to the most vulnerable Palestine refugees in Syria © 2018 UNRWA Photo by Iyad Faouri


Emergency Health

4.2.2. Strategic priority 2: contribute to a protective environment for palestine refugees by maintaining access to basic services


OutcomeThe impact of the crisis on health services for refugees is reduced

Number of visits and/or consultations supported by UNRWA (primary, secondary and tertiary health care)

814,310 900,000

Outputs

Palestine refugees have access to primary health care services

Number of Palestine refugee visits to UNRWA health facilities (disaggregated by sex)

794,829(459,448 female;

335,381 male)

900,000

Number of Agency health centres, health points and mobile clinics

25 24

Number of UNRWA hospitalizations accessed by Palestine refugee patients

19,481 24,000

Percentage of HCs with no stock-out of 12 tracer items 93.4% 100%

During the first half of 2019, UNRWA continued to deliver PHC through 24 facilities, including 17 fully equipped HCs, five HPs and two mobile clinics that were deployed in restricted access areas and locations experiencing emergencies. Towards the end of 2019, the number of functioning health facilities increased from 24 to 25 due to the opening of a new HP in Sehnaya that became operational in October.

From January to December 2019, the Agency provided 794,829 PHC consultations in Syria, a decrease in comparison with the previous year that was primarily due to the implementation of UNRWA health reforms, including the rollout of e-health and the implementation of the FHT approach. These reforms led to an increase in the quality of services provided and enhanced clarity on patient tracking, eliminating duplicate records and cases that did not require the attention of medical staff (e.g. patients collecting prescription medication). The rollout of the e-health system continued during the reporting period, with 20 health facilities fully implementing the reform. UNRWA expects to go live with the e-health system in Dera’a and Muzeirib health facilities during the first half of 2020, while further actions are necessary to address connection challenges encountered in Ramadan clinic and Rural Damascus.

During the reporting period, the Agency supported referrals to secondary and tertiary care while 22 of its health facilities, including two mobile clinics, provided 90,909 preventative dental consultations. Emergency funds in support of hospitalization assistance were supplemented by other sources of funding, accommodating 19,481 referrals/requests for hospitalization assistance during the year. UNRWA subsidizes referrals to hospitals and specialized clinics to facilitate access to secondary and tertiary health services,

which include advanced laboratory tests, specialized medical consultations, cancer treatment, childbirth and other services.

Muzeirib clinic in Dera’a governorate became accessible in 2019, and all HCs, including Muzeirib clinic, received regular medical supplies. During the first quarter of the year, two health facilities experienced shortages of drugs, while no stock-outs were recorded in the second and third quarters. Four health facilities experienced shortages of drugs during the last quarter of 2020, achieving 93.4 per cent of the planned target for HCs operating with no stock-outs of 12 tracer items throughout the year. Stock outs were encountered in Jaramana, Alliance, Sbeineh and Hama health facilities due to delays in international procurement coupled with the unavailability of certain medicines on the local market.

Throughout the year, the Health programme enhanced coordination with the Education programme and Protection team to provide MHPSS training to medical frontline staff, as well as dental screening services in schools. Dental screening has contributed to an increase in preventative as opposed to curative services.

Throughout 2019, an UNRWA mobile clinic was regularly deployed to Yalda, providing essential health services to approximately 8,000 Palestine refugees in the area, including dental, laboratory services, antenatal, postnatal and family planning care. The mobile clinic provided 11,563 outpatient consultations in Yalda throughout 2019 and in Sehnaya up to October 2019, when a new HP became operational. A mobile clinic was also deployed to Ein el Tal, an area severely affected by the conflict, providing 2,606 outpatient consultations during the reporting period.




OutcomePalestine refugees in Syria continue to access quality, inclusive and equitable education despite conflict and displacement

Number of students graduating from basic education 3,669 (1,949 female;

1,720 male)

3,500

Number of Palestine refugee students completing end-of-year exams (Grades 8-1)

44,045 (21,716 female;

22,329 male)

41,000

Outputs

Palestine refugee students have access to education through regular/catch-up classes

Number of school-age children enrolled in regular classes in UNRWA schools

50,143(24,661 female;

25,482 male)

51,000

PRS students are provided with PSS support

Number of school-age children receiving psychosocial support

42,731(21,093 female;

21,638 male)

40,000

Palestine refugee students are provided with educational and recreational materials and activities

Number of Palestine refugee students provided with educational/recreational materials (back-to-school kits, PSS/recreational kits, stationery)

0 136 51,000

A young patient receives a medical check-up at the UNRWA Qabr Essit HC, Syria. © 2019 UNRWA Photo by Taghrid Mohammad

Throughout 2019, UNRWA provided basic education (grades one through nine) to Palestine refugee students in Syria through 103 schools, the majority of which operated on a double-shift basis. Fifty-six schools operated in UNRWA school buildings (including in four school buildings previously used as collective shelters in the Damascus and rural Damascus areas), 43 schools were operated by the Agency in buildings on loan from the Government, three

schools used rented facilities and one school operated in premises donated by local communities.

In the first semester of the 2018/19 school year, enrolment increased from the previous year, from 46,326 pupils in May 2018 to 50,548 in September 2018 (24,961 female; 25,587 male). Increased enrolment is attributable to the re-opening of schools in Sbeineh, Barzeh and Husseinieh. Total


Students take part in a summer learning camp in Homs, Syria. © 2019 UNRWA Photo

enrolment at the beginning of the 2019/20 academic year was 50,143 (24,661 female; 25,482 male) students. A total of 44,045 students completed their end-of-year exams for grades one to eight in June 2019, while 3,669 students (1,949 female; 1,720 male) out of 4,314 passed their ninth-grade exam achieving an 85.3 per cent success rate (88.15 per cent female; 81.68 per cent male), compared to the national average of 67.3 percent. The quality of the UNRWA Education programme in Syria, supported by Agency-wide education reforms and the EiE Programme, resulted in improved pass and decreased repetition rates across all grades.

UNRWA continued to sustain and improve the provision of quality, inclusive and equitable education services to Palestine refugee students in Syria through embedding and enriching the practices of the Education Reform and additional measures designed to meet the educational and psychosocial needs of students. This included the provision of learning support to ninth graders along with psycho-social support and assistance to persons with disabilities.

Throughout the year, the Agency deployed 97 PSS counsellors, who provided individual and group counselling to 42,731 (21,093 female; 21,638 male) students. During July and August, UNRWA provided summer learning activities through 38 clubs across Syria that reached 11,265 students. The summer learning programme supported Palestine refugee children in bridging learning gaps, providing recreational and psychosocial support activities and a safe space for children to engage in educational classes as a make up for time lost during the school year.

Achievements in the provision of education services were also made possible due to project funds that complemented education interventions under the EA. Collectively, these funds greatly contributed to support the UNRWA EiE approach that seeks to ensure the continued delivery of quality education for Palestine refugee children whose access to education is restricted, or for whom the quality and continuity of education provision is threatened, as a result of crisis and conflict.


Livelihoods (Vocational Training and Microfinance)

Protection


OutcomeImproved access to livelihood opportunities for Palestine refugees

Number of students completing long-term vocational training courses (disaggregated by sex)

0 420

Number of students completing short-term courses (disaggregated by sex)

0 1,200

Outputs

Palestine refugees in Syria and Syrians receive microenterprise and consumer loans for small businesses and households

Number of Palestine refugees and Syrians who receive microfinance loans (disaggregated by sex)

0 11,500

Young Palestine refugees in Syria receive vocational training and are supported with job placements

Number of Palestine refugees enrolled in long-term training

0 1,050


OutcomeStrengthened prevention andprotection response for Palestinerefugees

Number of older people who received PSS support (disaggregated by sex)

876 400

Number of individuals trained on mine risk awareness (disaggregated by children, staff and community members)

56,834 51,000

Number of UNRWA staff members and volunteers trained on protection

696 1,500

Number of Palestine refugees provided with legal assistance and referrals

3,896 1,500

UNRWA received funding against this intervention under the Syria Regional Crisis EA at the end of 2019. Activities will be implemented in 2020. Vocational training and microfinance

activities carried out in 2019 were funded by other sources of funding.

During the reporting period, six Family Support Offices run by the UNRWA RSS Programme, located in CBOs, provided legal assistance and referrals to 3,896 individuals (2,786 female and 1,110 male). This support included the payment of expenses for pursuing legal matters, awareness raising, individual legal guidance and external referrals. Cases included birth, paternity and death registrations and authentications, as well as marriage, separation, divorce and alimony registrations and authentications.

UNRWA delivered trainings on protection mainstreaming, disability inclusion, addressing violence against children and GBV, reaching 696 staff members and volunteers (437 female and 259 male). Staffing challenges in the Area Support Officer Programmes for most of the year greatly curtailed progress towards the achievement of this target in the north and south areas of the country. In December 2019, the Agency filled two previously vacant Associate Area Support Officer posts. Focus in the next quarter will be on equipping these staff members with the necessary skills and knowledge through coaching and mentoring.

ERW awareness sessions were also carried out during the reporting period, reaching 56,834 individuals (54,764 children

with a particular focus on UNRWA students, 1,768 community members and 302 staff). A special emphasis was placed on delivering these sessions in areas where ERW incidents had occurred. Furthermore, 11 UNRWA staff from different areas and programmes participated in a Training of Trainers (ToT) delivered by the United Nations Mine Action Service, enabling the roll-out of ERW awareness sessions for other staff and contractors, especially those with heightened exposure to contaminated areas. The majority of targeted beneficiaries were reached at the beginning of the 2019/20 academic year.

Psychosocial support was provided to 876 older persons (473 male and 403 female). This intervention was designed with the participation of the older persons themselves and included PSS activities for stress release, mobility and health awareness and positive cultural knowledge transfers. Active older persons’ clubs, run in collaboration with UNRWA RSS staff, continued to offer a variety of services, including recreational activities and awareness raising sessions on various topics relevant to beneficiaries. Target overachievement was primarily due to an increased number of awareness raising activities that targeted older persons throughout the year. Awareness raising activities allowed the Agency to reach large groups of people at a contained cost, maximising the use of resources.


UNRWA continues to engage with the authorities and external partners, through private and public advocacy initiatives, on protection issues related to conflict-related violence, returnees,

humanitarian access and the provision of education in hard to reach areas, and in relation to individual protection cases.

Environmental Health


OutcomePublic health needs of the affected population are met

Percentage of accessible Palestine refugee camps receiving repair, rehabilitation and sanitation work

100% 100%

Outputs

Palestine refugees in need are provided with hygiene kits

Number of Palestine refugees receiving hygiene kits based on need

18,599 20,000

In 2019, without prejudice to Host Country responsibility for administering camps, UNRWA continued to provide essential WASH services to Palestine refugees, with specific attention to camps where access had been restored. These services included the maintenance of the existing sewerage, storm water drainage and water supply networks; provision of SWM; control of insects and rodents; and maintenance services in Palestine refugee camps.

Maintenance works on the existing main water supply line at Sbeineh Camp were completed, while part of the

maintenance and rehabilitation of sewerage lines in Dera’a Camp was implemented in 2019 and will continue in 2020. In addition, two water wells were rehabilitated in Ramadan gathering area during the first half of 2019. The Agency also acquired and distributed 60,000 chlorine tablets to treat water through project funding.

As part of its emergency response, UNRWA delivered hygiene kits to 18,599 Palestine refugees, mainly to those displaced from Yarmouk, and Yalda, Babila and Beit Sahem areas.

An explosive remnants of war awareness session at Dalal Maghrabi School, Ein el-Tal, Aleppo, Syria.© 2018 UNRWA Photo by Simon Onyango


Safety and Security

Emergency Repair and Maintenance of UNRWA Installations

4.2.3 Strategic priority 3: improve the effectiveness and efficiency of emergency programme delivery


OutcomeUNRWA is able to provide services to Palestine refugees with appropriate security arrangements

Percentage of security risk assessments completedfor programmes and projects at field level

62.5% 137 100%

Outputs

Enhanced safety and security of UNRWA staff to facilitate the provision of humanitarian aid to Palestine refugees

Number of staff trained on safety and security(SSAFE)

536 300

Number of staff reached through the Women’s Security Awareness Training (WSAT) programme

251 200

Number of missions supported by the SFO security team

552 200


OutcomeUNRWA installations repaired or maintained for continued provision of services

Number of UNRWA facilities rehabilitated or repaired 42 60

Since the onset of the conflict, UNRWA has assisted Palestine refugees, including through significant investments in the security and safety of its staff, assets and facilities, as well as in its security procedures, thus reducing the risk faced by staff and beneficiaries while maintaining operational integrity.

In 2019, the Agency continued to ensure that organizational security practices and procedures were responsive to the context. The SFO security team implemented 30 security assessments of UNRWA installations during the second half of the year. The team also supported 552 missions in 2019. In addition, regular safety and security briefings to staff and visitors to the field were conducted. SFO also continued to issue monthly mission and staff movement reports to both internal and external partners.

The Agency continued with regular activities designed to strengthen its safety and security measures, including participating in and conducting awareness sessions and evacuation and fire safety drills involving students and

UNRWA staff in all areas of operations. In total, 536 UNRWA staff participated in SSAFE training focused on community acceptance, awareness, planning, risk evaluations and operational safety and security. In addition, during the reporting period, 251 UNRWA female staff participated in the WSAT to raise awareness on security concerns specifically related to women.

UNRWA is an active member of the UN Security Management Team in Syria and works with the United Nations Department of Safety and Security (UNDSS) to ensure that missions are undertaken in strict accordance with security processes. In 2019, the UNRWA SFO Safety and Security Department continued to closely monitor developments in the Northwest area (Idlib) and the potential for a response to displacement. In addition, the Agency launched a new ID card system upgrading the access control system in the Field Office. UNRWA has also been assessing the possibility of installing turnstile devices at the entrances of its compound to control the flow of pedestrians and will continue this process in 2020.

In 2019, needs for the repair and maintenance of UNRWA facilities increased. Preliminary assessments conducted in late 2018 in Dera’a camp and Ein el Tal (unofficial) camp found that almost all Agency installations were in need of major rehabilitation, including many that were severely damaged and in need of reconstruction. UNRWA launched rehabilitation works on ten classrooms, toilet units and the canteen in one of its schools in Dera’a camp on 1 July 2019. The rehabilitation of some classrooms in Tiberias school was made possible due to project funding, and works are expected be finalized during quarter one of 2020.

Despite limited funding received in 2019, UNRWA continued to conduct regular maintenance work and emergency rehabilitation in accessible Palestinian camps with funding received at the end of 2018, and through project funding. The Agency continued with a range of major maintenance works on its infrastructure and facilities, to allow the safe delivery of services and humanitarian assistance to Palestine refugees.

Authorization to implement rehabilitation works on UNRWA installations in Yarmouk unofficial camp, once home to the largest Palestine refugee community in the country (160,000 Palestine refugees), was not granted during 2019.


Based on a preliminary assessment conducted in late 2018, the damage to Agency facilities and refugee homes in Yarmouk is estimated to be very high. As of end of 2019, the Government’s plans for Yarmouk have not been officially announced and the

camp remains largely in ruins. UNRWA will continue to monitor the situation in anticipation of additional clarity from the Syrian authorities.

The Agency carrying out vital maintenance works at the UNRWA Damascus Training Centre dormitory, Syria. © 2019 UNRWA Photo by Taghrid Mohammad


4.3. lebanon: sector-specif ic interventions




OutcomePRS are able to meet their essential life-saving needs and to cope with sudden crisis

Percentage of targeted PRS receiving one or more UNRWA emergency assistance interventions

100% 100%

Outputs

PRS are provided with relief assistance (food assistance, NFIs and shelter assistance)

Number of individuals receiving cash assistance for food and multipurpose cash assistance during last distribution round (disaggregated by sex)

27,119 138 (14,061 female,

13,058 male)8,087 PRS families

28,800(14,840 female,

13,960 male)

Total amount of cash distributed during last distribution round

US$ 1,527,809 US$ 1,647,600

Number of families provided with winterization assistance (cash and in kind)

8,180 PRS 139 families and

805 PRL families

8,700 PRS families

720 PRL families

PRS in Lebanon remain among the most vulnerable and marginalized groups; already struggling with difficult socio-economic conditions, they face a greater risk of slipping deeper into poverty and vulnerability in light of the country’s ongoing economic crisis. Within this context, in 2019, UNRWA continued to extend monthly cash-for-food and multipurpose cash assistance to all PRS. During the last monthly distribution round in December 2019, a total of US$ 1,527,809 was provided to 8,087 PRS families in the form of multipurpose cash assistance (US$ 100 per family per month), while 27,119 PRS individuals (14,061 female, 13,058 male) received cash-for-food (US$ 27 per person per month).140 In 2019, a total of US$ 18,905,351 was disbursed in cash assistance through 12 distribution rounds.

UNRWA cash assistance remains the primary source of income for approximately 90 percent141 of PRS, the vast majority of whom live below the poverty line and are food insecure. These funds are primarily used to cover basic needs such as food and shelter.142 The financial assistance provided by the Agency continues to provide support to enhance PRS resilience and

contributes greatly to the prospect of a dignified life.

The reporting period witnessed a further decline in the number of PRS residing in Lebanon, accounting for the slight discrepancy between the numbers of assisted against the 28,800 targeted PRS. Returns to Syria and onward movement to other countries constitute the primary reasons for the declining number of PRS in Lebanon.

At the end of 2019, the Agency also extended winterization assistance to 8,180 PRS families across Lebanon and 805 vulnerable PRL families located mainly in the Beqa’a. In light of Lebanon’s current socio-economic crisis which has further impacted the limited coping capacities of the most vulnerable Palestine refugees, UNRWA decided to assist additional vulnerable PRL families of the host community living above 500 metres. Families targeted with winterization assistance living above 500 metres received a one-off payment of US$ 375 covering a period of five months, while those living below 500 meters received US$ 225, covering a period of three months (both at the rate of US$ 75 per month).


Emergency Health

4.3.2. Strategic priority 2: contribute to a protective environment for palestine refugees by maintaining access to basic services


OutcomeThe impact of the crisis on health servicesfor refugees is reduced

Number of PRS curative consultations143 supported by UNRWA (primary, secondary and tertiary health care, disaggregated by sex)

104,147 (62,640 female,

41,507 male)

145,000(82,337 female,

62,663 male)

Outputs

Palestine refugees have access to primary health care services

Number of PRS curative consultations supported by UNRWA health centres (disaggregated by sex)

104,147 (62,640 female,

41,507 male)

145,000 (82,337 female,

62,663 male)Number of Agency health centres and mobile health points that are operational

27 27

Palestine refugees have access to hospital care (secondary and tertiary)

Number of UNRWA hospitalizations accessed by PRS patients

3,733 4,582

Palestine refugees have access to essential drugs and medical supplies

Percentage of health centres with no stock-out of 12 tracer items

100% 100%

In 2019, UNRWA continued to extend quality health care services to all PRS in Lebanon through its 27 PHC centres. In line with the Agency’s strategy of equal treatment and access to health care for PRS, 41 additional health staff were hired in 2019, including nine doctors, 10 nurses, seven pharmacists, and various administrative and health support staff contributing to six FHTs. Bolstered human resources continue to play a vital role in ensuring that the health needs of PRS are adequately met.

During the reporting period, UNRWA supported a total of 104,147 PRS consultations (62,640 female and 41,507 male consultations) encompassing PHC and, through referral arrangements, secondary and tertiary health care services. The lower than anticipated number of consultations at all levels may be attributable to the diminishing presence of PRS in Lebanon, the Agency’s added efforts in the domains of preventive care and NCD monitoring and follow-up. The occasional closure of some of the HCs due to protests and unrest in the second half of 2019 may also account for the lower number of consultations supported. Throughout the

year, essential laboratory tests, radiology services, oral health care, specialist consultations and medicines continued to be provided in support of comprehensive medical care. None of the Agency’s 27 HCs in Lebanon faced a stock-out of tracer items and no vaccine-preventable disease outbreak144 occurred during the reporting period.

Over the course of the year, a total of 3,733 PRS hospitalizations were supported against a target of 4,582. As mentioned above, underachievement may be due to the decreasing presence of PRS in Lebanon, in addition to the continued enforcement of strict measures for hospital admissions and the enhanced use of emergency room services, whenever appropriate.

Between October and December 2019, nationwide protests and demonstrations in the context of the political and economic crisis currently experienced in Lebanon occasionally prevented the Agency’s health staff from reaching their posts, namely due to road blocks and closures; however, UNRWA HCs remained operational whenever feasible and the delivery of medical supplies continued via alternative routes.




OutcomePRS continue to access quality,inclusive and equitable education despite conflict and displacement.

Number of PRS students graduating from basic education

109 145 (76 female,

33 male)

35(75 female,

60 male)

Outputs

Palestine refugee students have access to education through regular classes

Number of school-age PRS children enrolled in regular classes in UNRWA schools (disaggregated by sex)

5,254(school year

2018/19; 2,732 female,

2,522 male)

4,812(school year

2019/20; 2,462 female, 2,350

male)

5,254(2,732 female,

2,522 male)

Number of UNRWA schools hosting PRS 64(school year

2018/19)

64(school year

2019/20)

64

Number of PRS students receiving back-to-school kits (disaggregated by sex)

5,254(school year

2018/19; 2,732 female,

2,522 male)

4,812(school year

2019/20; 2,462 female, 2,350

male)

5,254(2,732 female,

2,522 male)

Number of PRS/PRL students attending formal vocational courses whose registration fees are fully subsidized

School year 2018/19:

34 PRS (20 female, 14 male);196 PRL

(80 female, 116 male)

Total female beneficiaries:

43.5%

41 PRS, 196 PRL

(of which 40% are female)

Palestine refugee students are provided with targeted psychosocial support

Number of school-age children receiving individual counselling support (disaggregated by sex)

965 (555 female, 410

male)

1,150(500 female,

650 male)Palestine refugee students are provided with additional learning support and recreational activities

Number of PRS students participating in recreational activities (disaggregated by sex)

1, 298(672 female, 626

male)

1,150(500 female,

650 male)Number of PRS students participating in summer learning activities (disaggregated by sex)

1,782 (896 female,

886 male)

1,800(950 female,

850 male)

Through its Education in Emergencies (EiE) programme, UNRWA aims to ensure that PRS children and youth are able to access their right to quality, inclusive and equitable education in a time of crisis. Within this framework, in 2019, the Agency

continued to facilitate a holistic approach to learning, through the provision of teaching and learning, psychosocial support and recreational activities.


During the school year 2018/19, a total of 5,254 PRS children (2,732 female, 2,522 male) enrolled in 64 UNRWA schools and back-to-school kits were distributed to each student. At the start of the current 2019/20 scholastic year, UNRWA recorded an eight per cent decrease in enrolment as compared with the previous school year, with 4,812 PRS children enrolled in 64 schools. The Agency followed up on the PRS students who left its schools and found that the vast majority returned to Syria where they are continuing their education, while others traveled to third countries. The gradual reduction of PRS families in Lebanon has contributed to a downward trend in the number of PRS students enrolled since the 2017/18 school year, when the number of PRS students stood at 5,482 (2,816 female, 2,666 male).

The diminishing presence of PRS in Lebanon may explain the underachievement in relation to the number of PRS students graduating from basic education (109 PRS students against a target of 135, including 76 girls and 33 boys; a total of 231 PRS students sat for the exam, encompassing 135 girls and 96 boys). The results follow suit with a multi-year trend observed at UNRWA schools where girls (both PRS and PRL) tend to outperform their male counterparts in official and school level exams. In order to identify additional factors that might have led to the lower success rate, the Agency undertook an in-depth analysis. Key findings indicated that trial exams ought to be scheduled earlier in the year and that greater support is needed for students due to sit the exams. As a result, trial examinations were scheduled for January 2020, providing students with ample time to prepare and seek additional

learning support, if needed. To this end, individual education plans were developed to support the exam-takers, including those who did not pass in the previous year. It is also worth noting that the nationwide Brevet success rate in the 2018/19 school year declined from 82 to 74 percent, in comparison to the previous school year.

In addition to academic achievement, children’s psychosocial wellbeing remains a key priority for UNRWA. Through individual counselling sessions, the Agency extended psychosocial support to 965 PRS students (555 female, 410 male) as a way of enhancing their coping strategies and overall wellbeing. A total of 2,408 PRS (174 boys and 1,234 girls) also benefited from group counselling sessions. Recreational activities also contributed to the wellbeing of PRS students and continued to play an important role in prevention of school drop-outs; during the reporting period, 1,298 (672 female, 626 male) benefited from the activities.

Through its vocational services, the Agency remained committed to supporting youth with the necessary market-oriented skills and abilities, with the aim to improve their access to livelihood opportunities. During the school year 2018/19, 230 students (196 PRL and 34 PRS; 43.5 per cent women) benefited from various trade and semi-professional vocational courses at the UNRWA Siblin Training Centre. The students also attended a one-month on-the-job training to support their entry into the labour market within the scope of the academic programme.146

Students from Kawkab School enjoying extra-curricular activities, Lebanon.© 2019 UNRWA Photo by Maysoun Mustafa


During 2019, UNRWA continued to support PRS youth through employment support services, with an aim to improve their employability and access to livelihoods. Under the EA, this support was also extended to vulnerable PRL youth, in line with Lebanon Crisis Response Plan (LCRP) guidelines and in recognition of the vast impact the Syria crisis continues to have on host communities in Lebanon.

In 2019, 308 young Palestine refugees benefited from the Agency’s formal and informal skills trainings delivered at its two Innovation Labs, including nine PRS and 299 PRL, (147 men and 161 women, including four persons with disabilities). The trainings focused on enhancing the young refugees’ digital skills, such as computer literacy, coding and application development, as well as life skills and social entrepreneurship

capacities, among others. In 2019, the overall intervention suffered due to the deteriorating economic crisis and civil unrest in the country, resulting in no or limited operations during the last quarter of the year.

Unemployment rates among PRS youth (15-24 years old) remained high at 57 per cent, reaching almost 70 per cent for female PRS youth.148 The economic crisis placed additional pressure on PRS, already facing a number of difficulties and restrictions in accessing the Lebanese labour market. Without proper interventions to improve their access and employability, PRS youth are at risk of becoming further marginalized, slipping deeper into poverty. Increasing access to livelihood and employment opportunities, especially for PRS youth, is therefore vital and remains a priority under the EA.

The year 2019 represented a transition period for the Agency’s Protection Programme in Lebanon, following the introduction of a downsized structure as a consequence of funding shortfalls. Changes introduced throughout the reporting period, including the revision of the structure of the Protection and Neutrality Team, affected the Agency’s ability to deliver protection trainings as planned. In 2019, only 393 Agency staff (212 female, 181 male) were trained on protection and humanitarian principles against a target of 955.149 For 2020, the training target has been reviewed and adjusted to reflect the changes in operational capacity.

Despite the above referenced shortcomings, UNRWA continued to strengthen its capacity to address identified needs in protection and neutrality. To this end, two new training packages were developed; the first focused on international protection in line with the Agency’s efforts to strengthen its capacity to monitor and report on relevant incidents, while the second provided senior staff with the necessary tools to conduct neutrality inspections and report on neutrality violations.

During the reporting period, UNRWA continued to deliver

legal aid services to 7,287 Palestine refugees, including 4,262 PRS and 3,025 PRL, of whom 3,523 were women and 3,764 men. The Agency’s Legal Aid Unit was able to reach Palestine refugees in all areas across Lebanon, including camps and gatherings, through a network of area focal points and legal awareness sessions provided to UNRWA staff, community representatives and community members. Legal aid services entailed legal counselling, awareness raising, legal assistance and referrals to external partners.

Political and economic developments during the second half of 2019 negatively impacted all initiatives due to widespread protests which brought about installation closures and/or restrictions on staff movement. In June, the decision of the Ministry of Labour to enforce existing legislation requiring all foreigners to obtain work permits, including Palestine refugees, sparked demonstrations in the camps, lasting until August. In addition, countrywide demonstrations and unrest that erupted on 17 October 2019, calling for an overhaul of the political leadership, severely impacted the Protection Team’s ability to deliver trainings due to frequent restrictions on movement.

Livelihoods and Social Cohesion

Protection


OutcomeImproved access to livelihood opportunities for PRS and PRL

Number of PRS/PRL (24-15 years old) reached throughformal and non-formal skills trainings

308 147

(9 PRS, 299 PRL)900

(500 PRS, 400 PRL)


OutcomeStrengthened prevention and protection response for Palestine refugees

Number of UNRWA staff members trained on protection and humanitarian principles (disaggregated by sex)

393(212 female,

181 male)

955 (478 female, 477

male)Number of Palestine refugees provided with legal aid services (disaggregated by PRL-PRS)

7, 287(3,025 PRL, 4,262 PRS)

7,323




OutcomePublic health needs of the affected population are met

Percentage of PRS in camps who have safe and equitable access to WASH resources and facilities 95% 97%

Outputs

Improved solid waste management inside UNRWA camps

Percentage of PRS benefiting from garbage collection inside camps 92% 97%

Safe and adequate water supply provided inside UNRWA camps

Percentage of PRS in camps being provided with potable water for their basic needs 95% 97%

Improved wastewater and storm water systems

Percentage of PRS in camps served with adequate wastewater and storm water systems 95% 97%

Palestine refugee camps in Lebanon continue to be affected by a variety of detrimental factors, including overcrowding, water supply shortages and malfunctioning sewerage and drainage networks, all of which have the potential to negatively impact the wellbeing of camp residents. In order to mitigate these risks and secure safe and equitable access to WASH resources and facilities, the Agency has undertaken numerous efforts to provide adequate and safe water to camp residents and to improve SWM as well as wastewater and storm water systems.

Throughout the year, UNRWA conducted maintenance of water wells, public water tanks and water networks and ensured that the chlorination process, as well as regular water testing, were being carried out appropriately. Cleaning and maintenance of sewerage and storm water drainage networks was carried out by the Agency’s sanitation teams to mitigate blockages and/or flooding particularly during wintertime. Due to these efforts, 95 per cent of targeted PRS camp residents benefited from

adequate wastewater and storm water systems. Moreover, 95 per cent of PRS residing in the 12 Palestine refugee camps have been provided with potable water for their basic needs. Under the EA, UNRWA supported the fabrication and fixation of cargo buckets for six new solid waste vehicles. It also procured fuel for electric generators designated to run water wells and provided urgent infrastructural repairs in camps on a needs basis.

During the reporting period, vector control campaigns, road sweeping and the collection and disposal of solid waste activities continued in all 12 Palestine refugee camps. However, the garbage crisis at the national level, countrywide protests and unrest in the last quarter and the closure of the dumping site in Burj Shemali, occasionally affected the timely collection and disposal of solid waste. As a result, 92 per cent of PRS residents benefited from solid waste collection inside the camps, slightly underachieving the planned target.

A sanitation labourer removing rubbish at the Mieh Mieh Refugee Camp, Lebanon.© 2019 UNRWA Photo by Ahmad Mahmoud


Safety and Security

Emergency Repair and Maintenance of UNRWA Installations

4.3.3. Strategic priority 3: improve the effectiveness and efficiency of emergency programme delivery


OutcomeEnhanced safety and security of UNRWA staff to facilitate the provision of humanitarian aid to Palestine refugees.

Percentage of front-line staff provided with safety, security and awareness trainings

0% 100%


OutcomeUNRWA installations repaired or maintained for continued service provision


In 2019, UNRWA continued to monitor the security situation in Lebanon, in coordination with other UN agencies and the authorities, with the aim of actively identifying potential security risks that could negatively impact UNRWA staff, beneficiaries and programmes.

During the reporting period, the overall security situation in the vast majority of the Palestine refugee camps remained relatively stable. However, short-lived skirmishes occurred in Ein el Hilweh camp in early August, resulting in the death of several rival members of Islamist groups who had been embroiled in previous clashes. The situation remains volatile. Episodes of armed violence were also reported in Shatila camp in November, resulting in two fatalities. The shooting allegedly involved drug dealers whose operations continue to compromise the safety and security of the camp’s residents and nearby population.

Protests in relation to the decision of the Ministry of Labour to enforce existing legislation requiring all foreigners to

obtain work permits, including Palestine refugees, sparked intermittent demonstrations in most camps from June until August 2019. While no major security incidents occurred, UNRWA installations experienced frequent closures during this period. The onset of countrywide protests in mid-October 2019 against the political leadership, within the context of deteriorating economic conditions, did not have an apparent impact on the security situation in the camps. However, the Agency suffered on the operational front, due to restrictions on staff movement and access to US dollars which impeded the implementation of various activities.

Despite ongoing need, almost no funds were received to cover safety and security activities under the EA in 2019. Nevertheless, UNRWA’s Field Security and Risk Management Department continued to provide safety and security trainings to front line staff with the support of UNRWA Headquarters. As part of the Agency’s preparedness efforts, contingency plans continued to be updated regularly for LFO and all five operational areas, and some emergency supplies were procured.

In 2019, due to inadequate income for the EA, UNRWA was unable to allocate funds for this intervention.


4.4. jordan: sector-specif ic interventions




OutcomePRS are able to meet their essential life-saving needs and to cope with sudden crisis


100% 100%

Outputs

PRS are provided with relief assistance (food assistance, NFI and shelter assistance)

Number of PRS provided with unconditional cash assistance per distribution (disaggregated by sex)

16,159(8,483 female,

7,676 male)

18,500 (9,620 female,

8,880 male)Number of PRS families receiving one-time emergencycash assistance

695 300

Number of PRS families provided with winterization assistance

4,262 (1,352 female 2,910 male)

4,625

The number of PRS recorded with UNRWA in Jordan stood at 17,343 at the end of December 2019; out of whom the Agency identified 16,159 PRS (8,483 female and 7,676 male, including 285 persons with disabilities) as eligible to receive unconditional cash assistance (as of quarter four 2019), including 338 PRS and 138 Syrians residing in King Abdullah Park (KAP). During the fourth quarter, 6,214 PRS were categorized as most vulnerable and received US$ 40 per person per month (including KAP residents), while 9,945 less vulnerable PRS received US$ 9.58 per person per month. The number of PRS assisted was slightly below the target as this objective was based on estimates. As referenced above, the actual number of PRS eligible for assistance was reviewed during the year and updated based on actuals.

PDM surveys conducted after each of the first three distribution rounds indicated that rent was the first priority expenditure for PRS, while food was ranked second and debt third. The majority of surveyed PRS considered that the amount of cash assistance provided was not enough to cover their basic food and NFI needs. In quarter one 2019, a PDM survey was also conducted to collect feedback on the winterization assistance provided by the Agency at the end of 2018. The survey, targeting 535 PRS families, revealed that the cost of heating varied; 80 per cent of surveyed PRS families reported that they need up to 50 Jordanian Dinars (JD) per month to cover heating costs, while 13 per cent advised that they needed from 51 to 99 JD per month. Five per cent confirmed that their heating costs exceeded 100 JD per month and two per cent reported that they do not pay for heating.150 Sixty-two per cent of surveyed PRS families employ gas heaters, 29 per cent use kerosene, six per cent use electric heaters and three per cent have no heating systems.

In 2019, UNRWA distributed one-time emergency cash assistance to 695 PRS households (248 female-headed and 447 male-headed households, including 63 persons with disabilities). This assistance measure was provided to extremely vulnerable families to prevent a deterioration in their humanitarian situation, helping them mitigate acute emergency needs, and/or address protection concerns. During the reporting period, each targeted family received an average of US$ 200. Based on household visits conducted by UNRWA emergency social workers, seven per cent of PRS cases receiving emergency cash used these funds to cover costs related to the risk of eviction (court warnings), 19 per cent to cover the cost of utilities (electricity and water), and one per cent to cover the costs of documents to legalize their status in Jordan. In addition, 73 per cent reported that they faced severe food and essential NFI shortages.

The number of PRS families receiving one-time emergency cash assistance greatly exceeded the target as this support was also extended to PRS who successfully appealed the decision on their eligibility following the implementation of a targeted approach. Appeal cases were identified through home visits conducted by UNRWA emergency social workers and emergency protection social workers who reviewed and verified eligibility for emergency cash assistance. Out of the 695 approved emergency cash requests, 60 were identified through the appeal process. Of the remaining, 121 PRS cases were identified as having protection concerns (lack of documentation and new entries to KAP) and the remainder faced other emergency needs such as the risk of eviction, burnt houses and sudden deaths, among other things.


4.4.2. Strategic priority 2: contribute to a protective environment for Palestine refugees by maintaining access to basic services

During the reporting period, UNRWA provided access to free PHC for 14,986 PRS registered with the Agency in Jordan (8,707 female, 6,279 male), through 25 HCs and four mobile dental clinics. The extension of these services, increasing from two to six days per week at the Madaba Camp HC,152 contributed to a strengthened response to the needs of Palestine refugees, including PRS, and saw UNRWA overachieve the target for the total number of consultations provided. In addition to the provision of PHC services, UNRWA facilitated access to secondary and tertiary health care and covered hospitalization costs for 478 PRS, meeting 96 per cent of the annual target. Of these, 298 were PRS facing protection concerns who were supported through direct payments to private hospitals. During the year, 28 PRS (16 female, 12 male) were provided with eye glasses, including 25 children (13 girls, 12 boys), and 24 PRS were provided with prosthetic devices (16 female, eight male), eight of whom were provided with hearing aids (three female, five male). Gender-disaggregated data revealed higher utilization of UNRWA healthcare services

among male PRS (42 per cent) compared to the general population of Palestine refugees in Jordan (35 per cent).

In 2019, UNRWA continued to optimize the treatment of chronic health issues through the implementation of the FHT approach in all 25 HCs. The FHT approach, providing people-centred quality services, contributed to a decrease in unnecessary repeated HC visits and improved patient compliance with follow-up visits. No epidemics or disease outbreaks were reported among PRS during the reporting period.

During the reporting period, a renewed partnership with the Jordan Health Aid Society (JHAS) allowed for the continued provision of PHC to PRS in KAP, with 4,177 (2,101 female, 2,076 male) consultations provided at the JHAS clinic in KAP.

HC stock ruptures occurred in three quarters of 2019, starting from the second quarter. In particular, in the fourth quarter of the year, stock ruptures were reported in six HCs, mainly caused by delays in receiving medical items from suppliers.

Emergency Health


OutcomeThe impact of the crisis on health services for refugees is mitigated

Number of PRS consultations supported by UNRWA (primary, secondary and tertiary health care) (disaggregated by sex)

15,464 (8,995 female,

6,469 male)

15,000 (8,589 female,

6,411 male)

Outputs

Palestine refugees have access to primary health-care services

Number of PRS visits to UNRWA health facilities (disaggregated by sex)

14,986 (8,707 female,

6,279 male)

15,000 (8,303 female,

6,197 male)Number of operational Agency health centres and mobile health points

29 151 30

PRS have access to hospital care (secondary and tertiary)

Number of UNRWA hospitalizations accessed by PRS patients (disaggregated by sex)

478 (288 female, 190

male)

500 (286 female, 214

male)PRS have access to essential drugs and medical supplies

Percentage of HCs with no stock-out of 12 tracer items 79% 100%




OutcomePRS are able to continue their education despite conflict and displacement.

Number of PRS and Syrian students graduating from basic education (disaggregated by sex)

75 (43 females,

32 males)

97(57 female,

40 male)Number of schools rehabilitated 0 153 10

Outputs

PRS students have access to education through regular/special classes and alternative learning modalities

Number of UNRWA schools hosting PRS and Syrians 133 154 138

Number of schools provided with equipment (furniture, heating, other equipment)

10 10

Number of PRS and Syrian school-age children enrolled in regular classes in UNRWA schools 155

1,167 1,500

Number of education staff trained in delivering education in emergencies based on the UNRWA EiE ApproachNumber of PRS students admitted to vocational training centres and Faculty of Educational Sciences and Arts

62 29


Number of PRS school-age children receiving psychosocial support

1,165 1,500

Number of education staff trained on the Agency’s Inclusive Education approach to PSS

48 98

PRS students are provided with educational and recreational materials and activities

Number of PRS and Syrian students provided with educational/recreational materials (back-to-school kits, PSS/recreational kits, stationery)

0156 1,500

Number of PRS students who participated in at least one recreational / extracurricular activity during the year

1,353 1,500

A PRS receives a blood test at the UNRWA Jabal el-Hussein Health Centre, Jordan.© 2019 UNRWA Photo by Dania Al-Batayneh


UNRWA continues to ensure that all PRS children enrolled in the Agency’s schools in Jordan receive formal, quality, inclusive and equitable education. In the first half of 2019 (2018/19 school year), 138 elementary and preparatory schools provided basic education services to 1,353 PRS and Syrian refugee students. These numbers decreased in the 2019/20 scholastic year to 133 schools and 1,167 children, including 865 PRS (449 females and 416 males) and 302 Syrians (143 females and 159 males) due to graduation, drop-out and returns to Syria.

In June 2019, 75 PRS and Syrian refugee students (43 females, 32 males) graduated from UNRWA schools. This is lower than the target as 13 students moved to other schools prior to the end of the scholastic year, five students dropped out,157 and

three failed their final exams.

In 2019, the Agency continued to support PRS youth through vocational and teacher training at UNRWA educational institutions. Twelve PRS youth (eight females and four males) were admitted to vocational training courses at Amman and Wadi Seer Training Centres and one male gained admission to FESA. In addition, seven PRS students at FESA and fourteen at VTCs, enrolled from previous years, continued their education and training.

During the reporting period, UNRWA conducted maintenance and repair works of school desks in all areas, making the physical environment at schools more conducive to effective learning.

A PRS student at her class in UNRWA Jabal el-Hussien Preparatory Girls School, Jordan.© UNRWA Photo by Dania Al-Batayneh


Protection



OutcomeStrengthened prevention and protection response for PRS

Number of PRS individuals referred to external partners for legal counselling

64 (13 women, 18 girls, 25 men, 8

boys)

60

Number of UNRWA staff members trained on protection

24(18 female, 6

male)

300


OutcomePublic health needs of the affected population are met inside KAP

Percentage of PRS who have safe and equitable access to WASH services and facilities inside KAP

0% 100%

Output

Improved solid waste management inside KAP

Number of PRS and Syrian families benefiting from garbage collection in KAP

0 135 (116 PRS,

19 Syrians)

Number of sanitation workers hired 0 24

During 2019, the UNRWA Protection and Neutrality Team in Jordan continued to provide protection services to PRS. During the reporting period, 64 PRS (13 women, 18 girls, 25 men and eight boys, of whom one was a person with disability) were referred to external partners for legal counselling, including civil documentation issues. Apart from the external referrals to legal aid service providers, 61 PRS cases, including 141 individuals (33 women, 47 men, 27 girls and 34 boys including eight persons with disabilities), were referred internally to other UNRWA programmes such as education and health for assistance.

Through EA funding, a total of 24 UNRWA staff working with PRS were trained on protection related matters, including case identification and response, reporting and data collection and the organisation of focus group discussions. Subsequently, trained staff held eight protection-oriented focus group discussions with PRS including men, women, girls and boys, as well as persons with disabilities. Training conducted under

the EA was complemented by additional trainings provided through other sources of funding on different topics, including gender, GBV, child protection, protection mainstreaming, disability and safe identification and referral. A total of 3,025 UNRWA staff, including staff working with PRS, benefitted from these capacity development efforts. In 2019, an intention survey was conducted in coordination with UNRWA HQ, to better understand PRS trends, intentions and perceptions on return. The survey assessed 42 PRS households (173 individuals) and revealed that the majority of respondents do not plan to return to Syria in the coming 12 months; those few who intended to return in the next twelve months gave family reunification as the main reason. Since the opening of the Nassib Jaber border crossing with Syria (October 2018), UNRWA recorded that 222 PRS families (636 individuals) returned to Syria from Jordan. Of this number, 96 families (316 individuals) subsequently came back to Jordan and had their files reactivated with UNRWA.

No funding was received for this activity under the EA. However, WASH services in KAP continued to be provided by other partners.


4.5. regional responseOutcome/Output Indicator Actual Target (2019)

The response, as funded, is effectively implemented and managed

Mid-year Emergency Appeal Progress Report issuedwithin 120 days of the end of the reporting period

120 days 120 days

Draft annual Emergency Appeal Report issued within120 days of the end of the reporting period

96 120 days

Emergency Appeal implementation is reviewedthrough mid-year and annual results reviews

2 2

Within UNRWA, the Department of Planning continued to be responsible for the planning and coordination of emergency response activities, including the regional component of the Agency’s Syria Regional Crisis Response. Coordination was maintained with the humanitarian system at regional level in Amman on programming, advocacy and fundraising, as well as on the production of key documents and appeals and reporting and monitoring against these appeals. UNRWA continued to participate in the HRP for the Whole of Syria and in the Regional Refugee and Resilience Plan 2019-2020 and related technical and senior-level working groups.

When PRS are reported outside of the Agency’s fields of operations, UNRWA liaises with and refers cases to relevant partners for follow-up in accordance with their mandates and the status under international law of PRS who are no longer receiving protection or assistance from UNRWA. Following an interruption during the first three months of 2019, during the reporting period, the UNRWA liaison office in Egypt continued to coordinate support to some 3,000 PRS who had travelled to Egypt. These refugees were provided with health assistance and food vouchers through UN Agencies and humanitarian partners.

During the reporting period, a senior emergency officer continued to oversee planning, monitoring and reporting

activities, while the online RBM system allowed the Agency to track actual results against planned priorities on a quarterly basis, facilitating regular consolidated reporting. The annual report under the 2019 Syria regional crisis EA was preceded by a Mid-Year Report, providing a status update on EA interventions for the first six months of the year. During the reporting period, UNRWA also strengthened its emergency preparedness and response capacity, with a special focus on the updating of contingency plans, including business continuity protocols for JFO.

UNRWA also maintained other headquarters functions in support of emergency operations, including data analysis for emergency programming; and legal service functions in support of engagement on protection issues. Due to EA funding gaps, these functions could only continue thanks to the availability of alternate sources of funding, including the Agency’s programme budget. UNRWA continues to require additional capacity to reinforce the planning, monitoring and evaluation of emergency interventions and the safety and security of staff and refugees. This remains vital for the efficient and effective delivery of activities and to maintain and further develop the capacity to effectively respond to rapid-onset emergencies.


chapter five: annual reporting under the

2019-2021 resource mobilization strategy


5.1. results analysis: rms strategy components 1-4In 2019, UNRWA launched its Resource Mobilization Strategy (RMS) for 2019-2021 that aims to secure sufficient, predictable and sustained contributions to deliver on the Agency’s mandate, in line with the five strategic outcomes set out in the MTS 2016-21. To achieve this, the following four components are being be pursued: (i) expansion and deepening of relations with UN Member States; (ii) diversifying the donor base through new funding streams; (iii) mobilization of strategic advocates; and (iv) developing strategic communications and donor visibility. The strategy builds on previous resource mobilization efforts and expands on recommendations of the Secretary General’s 2017 report on UNRWA Operations (A/71/849).

Throughout 2019, the Agency employed strategic resource mobilization initiatives. These included key pledging events for Member States, a robust fundraising campaign aimed at the private sector and the mobilization of key advocates to call on all Member States to increase their financial support. The UNRWA 2019 Communications Strategy helped create an enabling environment for fundraising and outlined a number of public advocacy, information and donor visibility activities.

During the year, US$ 1 billion was secured across all funding portals,158 out of which, 73.4 per cent was committed by traditional partners including US$ 484.6 million during the first half of the year.

With leadership from key Host and donor partners, multiple high-level meetings and conferences were convened in 2019 to address Agency funding gaps. The number of participating partners and the levels of representation in these events testify to the strong diplomatic engagement of the international community that UNRWA has helped cultivate through its triennial RMS. Strong support from a number of Member States was evident at key events during the course of the year with important pledges made during a June pledging conference in New York. Similarly, during the United Nations General Assembly high level week in September in New York, 28 Member States, the Organisation of Islamic Cooperation (OIC) and the League of Arab States (LAS) came together for a meeting co-hosted by Jordan’s Minister of Foreign Affairs and Expatriates and Sweden’s former Minister of Foreign Affairs, in the presence of the UN Secretary-General, where an additional US$ 31 million was pledged to the Agency.

Throughout the year, the Agency continued to afford high priority to ensuring ever greater predictability of funding, through Multi-Year Agreements (MYA). Active engagement with state donors to expand the number of MYAs resulted in 28

active MYAs with 22 countries covering core and emergency activities that represented over US$ 430 million in 2019. This is an increase from 24 MYAs active in 2018 that represented US$ 428.7 million.

UNRWA also actively pursued donor diversification during the reporting period.. Among the options presented in the Report of the Secretary-General (A/71/849), the most promising opportunity has been the establishment of a Waqf Fund by the OIC in March 2019. Since then, UNRWA has engaged the OIC and the Islamic Development Bank (IDB) to establish a common task force to advance funding for this initiative. In February 2020, following a visit by the Acting Commissioner General to the IDB and the OIC, the tripartite task force was established and has commenced its activities toward establishing the Waqf Fund in 2020 (although progress has since been delayed by the COVID-19 outbreak). The Agency is grateful to Turkey for being the first contributor to the Waqf Fund. Two other countries, the State of Qatar and Brunei, have expressed a keen interest in supporting the Waqf Fund. The Agency is in dialogue with these actors to explore the most effective contribution modality.

During the year, progress was made in establishing new private partnerships, including with Islamic finance, such as Zakat and Sadaqah, and in enhancing the capacity of UNRWA’s National Committees to mobilize resources. Two more countries engaged with UNRWA in supporting the zakat partnership in 2019, doubling the number of those engaged in 2018. US$ 14.8 million159 was raised from the private sector during the year, constituting 1.43 per cent of total income, an improvement of 0.21 per cent on 2018 but marginally below the 1.5 per cent target.160

Despite these positive reactions by the donor community, overall funds raised in 2019 were not sufficient to cover all operational requirements and the Agency ended the year with US$ 55 million in unfunded liabilities. Several top donors were unable to maintain their increased funding levels from 2018, resulting in a 28 per cent reduction in funding (US$ 306 million) in 2019 compared to the previous year. This included four top UNRWA donors who reduced their contributions to an average of US$ 41 million each, accounting for 54 per cent (US$ 164.7 million) of the total funding loss. Underachievement against the Agency’s 2019 fundraising targets may, in part, be attributable to the serious management and reputational crisis affecting UNRWA following the OIOS investigation that resulted in the departure of the Chief of Staff, Deputy Commissioner-General, and Commissioner-General.


5.2. rms component 1: effective and efficient resource mobilization through predictable, non-earmarked and early disbursement of donations

Indicator Actual Target (2019)Signed multi-year framework agreements for PB and EA contributions 24 25 28

Share of PB income pledged in quarter 1 (per cent) 45.0 45.0 37.6

Share of EA income pledged in quarter 1 (per cent) 11.6 15.0 15.4

Percentage of non-earmarked funds pledged under the PB and EAs (per cent) 69.4 70.4 62.5

Number of donors subscribing to the AOR to reduce contribution specific reporting requirements under the PB and EAs

16 17 14

In 2019, US$ 1.00 billion was raised for UNRWA operations, including US$ 619.2 million for the programme budget, US$ 176.3 million for both EAs and US$ 206.3 million for projects.162 While the overall amount raised for core services and emergency operations was 28.6 per cent less than in 2018, the predictability of funding improved with the number of active MYAs increasing to 28 across all funding portals, surpassing both the number of 2018 MYAs and the annual target.

Similarly, a strong relationship with traditional donors enabled the Agency to secure 37.6 per cent of its income requirements for the programme budget (US$ 282 million) and 15.4 per cent for the EAs (US$ 64 million) by the end of the first quarter. While for the programme budget, this was slightly under the amount received in 2018 and the annual target, early payments still contributed to budget predictability and cash

flow management early in the year, albeit under conditions of austerity.

Non-earmarked funding for the programme budget and EAs decreased, with US$ 499.3 million committed over the course of the year compared to US$ 734.9 million in 2018, a drop of over 32 per cent. This continued the trend of increased donor earmarking despite Agency efforts to advocate for and promote the added that value non-earmarked, flexible funding brings to stabilizing cash flow and ensuring continuity of UNRWA services.

The number of donors subscribing to the AOR to reduce contribution-specific reporting requirements under the programme budget and EAs remained stable from 2018. incorporate all donors requiring reports for their contributions, whereas the indicator in the 2016-18 RMS related only to traditional donors.

Indicator Baseline 2019 Target 2019 Actual 2019Signed multi-year framework agreements for PB and EA contributions 24 25 28

Share of PB income pledged in quarter 1 (per cent) 45.0 45.0 37.6

Share of EA income pledged in quarter 1 (per cent) 11.6 15.0 15.4

Percentage of non-earmarked funds pledged under the PB and EAs (per cent) 69.4 70.4 62.5

Number of donors subscribing to the AOR to reduce contribution specific reporting requirements under the PB and EAs161

16 17 14

0

200

400

600

800

1,000

1,200

1,400

2013 2014 2015 2016 2017 2018 2019

Mill

ions

Breakdown of total contributionsearmarked versus un-earmarked

Earmarked Un-earmarked


5.3. rms component 2: a diversified donor base that increasingly contributes to resource needs

Indicator Baseline 2019 Target 2019 Actual 2019

Share of overall income from diversified sources – public donors (i.e. regional and emerging partners) 163

26.0% 26.2% 20.6%

Share of overall income from private donors 164 1.2% 1.5% 1.4%

Number of AdCom members 30 31 31

Broadening the base of resource partners remained at the core of outreach efforts and in line with an RMS that calls for enhanced strategic partnerships with regional partners, investment in relations with emerging donors and increased outreach to private sector donors. Combined contributions from diversified sources – public donors made up 20.6 per cent, or US$ 205.84 million, of total contributions across all portals, against a target of 26.2 per cent.

In 2019, the State of Qatar joined the Kingdom of Saudi Arabia, Kuwait and the United Arab Emirates as a member of the UNRWA Advisory Commission. Despite considerable resource mobilization efforts, the share of contributions from Regional Partners declined from US$ 340 million in 2018 to US$ 188.4 million in 2019, representing 18.8 per cent of total confirmed pledges in 2019. Contributions from the same donor group to the programme budget have also declined compared to 2018, amounting to US$ 83.1 million in 2019 and representing 13.4 per cent of all confirmed pledges to the programme budget.

The UNRWA strategy to expand its relationship with emerging donors focused on organizations and platforms that provided an opportunity for the Agency to raise its profile before multiple partners. UNRWA initially focused on a number of platforms which it was already engaged in, such as the OIC

Council of Foreign Ministers, the Foreign Ministers Meetings of the LAS, and the Non Aligned Movement (NAM) Summit. The Commissioner General attended these meetings and was able to reach out to existing and potential partners. A number of emerging donors contributed to UNRWA during the year, notably Afghanistan and Indonesia, both of which contributed US$ 1 million or more to the Agency. India also sustained its financial engagement at a level which triggered a discussion in the United Nations General Assembly on Advisory Commission membership. Engagement throughout the year resulted in US$ 17.4 million being contributed by Emerging Donors, slightly below two per cent of overall contributions.

Efforts were also invested in stimulating private sector giving, producing growth in funding from individual donors and through zakat. Funding through zakat increased, particularly during the Ramadan period. In the first six months of the year, UNRWA raised over US$ 350,000 and was able to deliver emergency food baskets to over 55,000 families. A total of US$ 14.8 million165 was secured from the private sector, representing 1.4 per cent of overall contributions, slightly under the 1.5 per cent annual target. Some key donors included Dubai Cares, Islamic Relief USA, the Tahir Foundation and the Open Society Foundation.

0

200

400

600

800

1,000

1,200

1,400

US$M

illions

TotalPledgesbyDonorType

PrivateSector&OtherUN

RegionalPartnersEmergingDonorsTraditionalPartners


5.4. rms component 3: mobilization of strategic advocates

Indicator Baseline 2019 Target 2019 Actual 2019Number of countries supporting a Zakat partnership 2 4 4

Number of international policy fora, multilateral organizations and regional groups where the UNRWA Commissioner-General has been given a speaking slot

18 19 15

Under the new RMS, UNRWA aims to mobilize key partners to achieve its funding goals, enhance longer-term financial sustainability and to ensure the inclusion of a Palestine refugee dimension in bilateral donor policies and strategies for the region.

In 2019 a two-year Multilateral Engagement Strategy (MES) was developed, outlining the ways in which the Agency would systematically, effectively and proactively engage with multilateral platforms. The key outcomes of 2019 engagement were that UNRWA participated in 16 multilateral events/platforms, including first time participation in the NAM Heads of State and Government Summit. The Commissioner-General delivered statements at 15 events to key decision makers and opinion formers. These included the third Brussels Conference on supporting the future of Syria and the region, Cooperation among East Asian Countries for Palestinian Development Senior Officials’ meeting, LAS Council meeting, the Munich Security Conference, the seventh Annual Global Education and Skills Forum and the Ad-Hoc Liaison Committee on Palestine.

Supportive references to Palestine refugees and/or UNRWA were also successfully promoted in 16 multilateral outcome documents. The language included an acknowledgement of the plight of Palestine refugees and calls on Member States to promote their well-being, protection and human rights. Commitment to UNRWA and a recognition of the Agency’s indispensable role in delivering services to Palestine refugees were also advocated for, along with the urging of Member States to continue, or increase, political and financial support to the Agency. Given the context in 2019, the outcome documents of many platforms also called for support to the mandate renewal and regretted the US decision to cut funding. Notably, in May 2019, the OIC Summit Conference Final Communique asked Member States to contribute to the newly established Waqf.

Additionally, a number of partners supported UNRWA outreach efforts vis-à-vis countries where the Agency did not have sufficient leverage. These included Heads of International Organizations, Ministers, the UN Secretary-General, Ambassadors and many others who engaged at all levels to help the Agency secure additional funding. UNRWA is extremely grateful for this invaluable support.


5.5. rms component 4: strategic communication towards public and private donors

Indicator Baseline 2019 Target 2019 Actual 2019Number of fundraising campaigns launched 3 3 3

Number of views on the UNRWA YouTube channel 210,722,180 231,894,398 243,000,000

Number of people engaging through UNRWA social media platforms 544,645 599,106 1,136,511

Number of visitors to the UNRWA website 880,453 924,475 742,027

Number of television stations broadcasting UNRWA material during Ramadan New 20 15

The 2019 UNRWA Communications Strategy outlined a number of public advocacy, public information and donor visibility activities, as well as reputational risk management, with the strategic aim of creating an enabling environment to mobilize political and financial support to the Agency.

Throughout the year, UNRWA kept its communication strategic and focused on fundraising and operations, while demonstrating the effectiveness and impact of its work, and its relevance to the Sustainable Development Goals. In particular, the Agency stepped up engagement with the media in the US and Europe to promote and raise awareness about the essential work of UNRWA and the needs of Palestine refugees while addressing misconceptions about the Agency, its mandate and operations.

UNRWA continued to provide detailed visibility to its largest donors, through dedicated donor visibility plans. Such activities

were promoted on the Agency’s social media platforms which, in 2019, had an engagement rate of over 1.1 million people. In order to connect more closely with donors and communicate the positive outcomes of their support, efforts were made to strengthen the Donor Communique, which takes the form of an engaging and interactive newsletter. In addition, a more reader-friendly design and links to other Agency resources were introduced. The means of delivery was also changed, with Mail Chimp being adopted and an electronic link replacing an attachment to improve readability on mobile devices.

Finally, the UNRWA website was updated to provide a more contemporary look and user-friendly environment with a dedicated Donors’ Section, currently under development. This section will contain the most important Agency documents of interest to the donor community in one easily accessible place.


annexes


Annex 1: List of contributors AfghanistanANERAArab Jordan Investment BankAustraliaAustriaBahrainBangladeshBelgiumBruneiCampaign For the Children of Palestine, JapanCanadaCanadian Palestinian Professional FoundationCERFChileChinaCyprusCzech RepublicDenmarkDeutsche BankDubai CaresECHOEducaid and Overseas EstoniaEuropean UnionFinlandFoundation to Promote Open SocietyFranceFriends of Birzeit UniversityGermanyGovernment of FlandersGreeceGuyana

Holy SeeIcelandIDBIndiaIndonesiaInterpalIrelandIslamic Relief USAItalyJapanJordan KazakhstanKhalifa Bin Zayed Al Nahyan FoundationKing Salman Humanitarian Aid and Relief CentreRepublic of KoreaKuwaitKuwait Red Crescent SocietyLandmark Amman HotelLebanonLiechtensteinLithuaniaLuxembourgMalaysiaMaldivesMaltaMercy USA for Aid and DevelopmentMexicoMonacoNetherlandsNew ZealandNorwayOCHAOman

PakistanPalestinePalestine Islamic BankPhilippinesPolandPortugalThe State of QatarRKK, JapanRomaniaRussiaSaudi ArabiaSlovakiaSloveniaSpainSpain, Andalucia GovernmentSpain, Andalucia Parliament Spain, Aragon GovernmentSpain, Asturias GovernmentSpain, Baleares Government Spain, Balearic Government Spain, Barcelona City CouncilSpain, Basque GovernmentSpain, Bizkaia Regional GovernmentSpain, Castellón City CouncilSpain, Castilla la Mancha GovernmentSpain, Castilla y Leon GovernmentSpain, Catalonia GovernmentSpain, Donosti City CouncilSpain, Etxalar City Council Spain, Extremadura GovernmentSpain, Fons Valencia Spain, Galicia GovernmentSpain, Gipuzkoa Regional Government

Spain, Gran Canaria Regional GovernmentSpain, Madrid Local CouncilSpain, Malaga Regional GovernmentSpain, Navarra GovernmentSpain, Real Madrid FoundationSpain, Valencia City CouncilSpain, Valencia GovernmentSpain, Zaragoza City CouncilSpain, Zaragoza Regional GovernmentSwedenSwitzerlandSyriaTahir FoundationTamer Family FoundationThailandThe Asfari FoundationThe Clarke Education FoundationTkiyet UM Ali TurkeyUnited Arab EmiratesUnited KingdomUNESCOUN-ESCWAUNHCRUNICEFUNRWA Spanish CommitteeUNRWA USA National CommitteeVarious Private DonorsVitamin AngelsWFPWHOWorld Diabetes FoundationZakat House Kuwait


Annex 2: Programme budget results framework

Strategic Outcome 1: Refugee rights under international law are protected and promoted

Indicator 2019 Baseline(Agency-wide)

2019 Actual(Agency-wide)

2019 Target(Agency-wide)

Number of protection (advocacy) interventions including formal letters, concerning protection issues undertaken by UNRWA targeting external actors and duty bearers

480 507 N/A

Percentage of protection mainstreaming recommendations from internal protection audits implemented

35.8 9.0 77.8

Strategic Outcome 2: Refugees’ health is protected and the disease burden is reduced




Average daily medical consultations per doctor 82.0 78.0 80.0

Number of HCs fully implementing the e-Health system 129 137 135

Percentage of HCs meeting UNRWA facilities protection design standards

57.5(excl. SFO)

72.0(excl. SFO)

59.8(excl. SFO)

Number of EPI vaccine preventable disease outbreaks 0 2 0

Percentage of targeted population screened for DM (aged 40 years and above) 21.7 23.6 21.9

Percentage of UNRWA hospitalization accessed by SSNP 16.2 23.7 19.2

Strategic Outcome 3: School-aged children complete quality, equitable, and inclusive basic education




Cumulative drop-out rate (elementary)

0.78(incl. SFO)

0.87(excl. SFO)

0.64(incl. SFO)

0.69(excl. SFO)

1.25(incl. SFO)

1.33(excl. SFO)

Cumulative drop-out rate (elementary) – male

1.02(incl. SFO)

1.13(excl. SFO)

0.85(incl. SFO)

0.92(excl. SFO)

1.72(incl. SFO)

1.84(excl. SFO)

Cumulative drop-out rate (elementary) – female

0.55(incl. SFO)

0.60(excl. SFO)

0.43(incl. SFO)

0.46(excl. SFO)

0.78(incl. SFO)

0.83(excl. SFO)

Cumulative drop-out rate (preparatory)

2.34(incl. SFO)

2.53(excl. SFO)

2.15(incl. SFO)

2.30(excl. SFO)

2.84(incl. SFO)

3.04(excl. SFO)

Cumulative drop-out rate (preparatory) – male

2.82(incl. SFO)

3.05(excl. SFO)

3.07(incl. SFO)

3.25(excl. SFO)

3.27(incl. SFO)

3.47(excl. SFO)


Cumulative drop-out rate (preparatory) – female

1.87(incl. SFO)

2.01(excl. SFO)

1.22(incl. SFO)

1.33(excl. SFO)

2.41(incl. SFO)

2.62(excl. SFO)

Number of textbooks reviewed using the UNRWA Curriculum Framework 465 401 N/A

Proportion of classes exceeding thresholds (less/or equal 25; more than 40) students

5.54 (≤25)48.20 (≥40)

4.13 (≤25)52.66 (≥40)

5.97 (≤25)38.88 (≥40)

Percentage of schools meeting UNRWA facilities protection design standards

29.9(excl. SFO)

45.0(excl. SFO)

41.4(excl. SFO)

Strategic Outcome 4: Refugee capabilities strengthened for increased livelihood opportunities




Percentage of SSNP students enrolled in VTCs 29.92 31.00 29.92

Percentage of SSNP students enrolled in FESA/ESF 41.43 36.92 41.43

Percentage of VTC graduates employed 79.77 80.91 79.77

Percentage of VTC graduates employed - male 83.17 83.17 83.17

Percentage of VTC graduates employed - female 74.00 77.19 74.00

Percentage of FESA/ESF graduates employed 86.90 89.56 86.90

Percentage of FESA/ESF graduates employed - male 90.48 92.86 90.48

Percentage of FESA/ESF graduates employed - female 85.76 88.89 85.76

Total number of clients with loans 38,183 35,576 45,690

Total number of microfinance loans to refugees 13,053 13,138 17,815

Number of FTEs created from ICIP interventions

2,533(incl. SFO)

2,411(excl. SFO)

2,595(incl. SFO)

2,496(excl. SFO)

2,350(incl. SFO)

2,150(excl. SFO)

Number of partnerships established in support of livelihood activities for vulnerable Palestine refugees

16(excl. SFO)

23(incl. SFO)

21(excl. SFO)

16(incl. SFO)

14(excl. SFO)

Strategic Outcome 5: Refugees are able to meet their basic human needs of food, shelter and environmental health




Percentage of SSNP beneficiaries who are abject poor

64.5(excl. SFO)

75.8(excl. SFO)

78.9 (excl. SFO)

Percentage of poor individuals that receive social transfers through the SSNP (*: Estimate)

13.9(excl. SFO)

13.6(excl. SFO)

22.5(excl. SFO)

Percentage of substandard shelters rehabilitated out of total substandard shelters identified for poor

9.4(excl. SFO)

11.3(excl. SFO)

10.9(excl. SFO)

Beneficiaries’ satisfaction level with rehabilitated shelters

86.6(excl. SFO)

96.0(excl. SFO)

75.0(excl. SFO)


Strategic Outcome 6: Management and operational effectiveness




Implementation rate of DIOS audit and evaluation recommendations 81 73 75

Percentage of DIOS investigations issued within prescribed timeframe 45.7 61.3 70.0

Percentage of UNRWA installations receiving two or more neutrality inspections annually 99 95 100

Percentage of ES and strategic unit staff (of those recruited and in place) that receive HRCRT training

100 73 100

Percentage of senior positions held by women (area staff) 28 30 35

Percentage of senior positions held by women (international staff) 31 36 37


Annex 3: Syria regional crisis response results framework

Syria Sector-Specific InterventionsStrategic Priority 1: Preserve resilience through the provision of humanitarian assistance, ensuring that the most vulnerable refugees meet their basic needs

Outcome/ Output Indicator Actual TargetCash assistance for essential needs, including food, shelter and NFIsPalestine refugees are able to meet their essential life-saving needs and cope with sudden crises.

Percentage of households reporting an improved food consumption score 166 63% 90%

Palestine refugees in Syria are provided with relief assistance

Number of individuals receiving cash assistance during the last completed distribution round (disaggregated by sex)

410,870(215,473 female; 195,397

male)418,000

Number of most vulnerable Palestine refugees provided with cash assistance during the last completed distribution round (disaggregated by sex)

127,357(76,745 female; 50,612) 126,000

Number of most vulnerable Palestine refugees provided with food assistance during the last completed distribution round (disaggregated by sex)

136,074(80,298 female; 55,776

male)126,000

Number of Palestine refugees receiving NFIs based on need 31,332 30,000

Strategic Priority 2: Contribute to a protective environment for Palestine refugees by maintaining access to basic servicesEmergency HealthThe impact of the crisis on health services for refugees is reduced

Number of visits and/or consultations supported by UNRWA (primary, secondary and tertiary health care)

814,310 900,000

Palestine refugees have access to primary health-care services.

Number of Palestine refugee visits to UNRWA health facilities (disaggregated by sex)

794,829(459,448 female;

335,381 male)900,000

Number of Agency health centres, health points and mobile clinics 25 24

Number of UNRWA hospitalizations accessed by Palestine refugee patients 19,481 24,000

Percentage of HCs with no stock-out of 12 tracer items 93.4% 100%

Education in emergencies

Palestine refugees in Syria continue to access quality, inclusive and equitable education despite conflict and displacement.

Number of students graduating from basic education

3,669( 1,949 female; 1,720 male) 3,500

Number of Palestine refugee students completing end-of-year exams (Grades 1-8)

44,045(21,716 female; 22,329

male)41,000

Palestine refugee students have access to education through regular/catch-up classes

Number of school-age children enrolled in regular classes in UNRWA schools

50,143(24,661 female; 25,482 51,000

Palestine refugee students are provided with psychosocial support (PSS)

Number of school-age children receiving psychosocial support

42,731(21,093 female; 21,638

male)40,000

Palestine refugee students are provided with educational and recreational materials and activities

Number of Palestine refugee students provided with educational/recreational materials (back-to-school kits, PSS/recreational kits, stationery)

0167 51,000


Strategic Priority 3: Improve the effectiveness and efficiency of emergency programme deliverySafety and SecurityUNRWA is able to provide services to Palestine refugees with appropriate security arrangements.

Percentage of security risk assessments completed for programmes and projects at field level

62.5% 168 100%

Enhanced safety and security of UNRWA staff to facilitate the provision of humanitarian aid to Palestine refugees.

Number of staff trained on safety and security (SSAFE) 536 300

Number of staff reached through the Women’s Security Awareness Training (WSAT) programme

251 200

Number of missions supported by the SFO security team 552 200

Emergency Repair and Maintenance of UNRWA InstallationsUNRWA installations repaired or maintained for continued provision of services.


Livelihoods (Vocational Training and Microfinance)

Improved access to livelihood opportunities for Palestine refugees.

Number of students completing long-term vocational training courses (disaggregated by sex)

0 420

Number of students completing short-term courses (disaggregated by sex) 0 1,200

Palestine refugees in Syria and Syrians receive microenterprise and consumer loans for small businesses and households.

Number of Palestine refugees and Syrians who receive microfinance loans (disaggregated by sex)

0 11,500

Young Palestine refugees in Syria receive vocational training and are supported with job placements.

Number of Palestine refugees enrolled in long-term training 0 1,050

Protection

Strengthened prevention and protection response for Palestine refugees.

Number of older people who received PSS support (disaggregated by sex) 876 400

Number of individuals trained on mine risk awareness (disaggregated by children, staff and community members)

56,834 51,000

Number of UNRWA staff members and volunteers trained on protection 696 1,500

Number of Palestine refugees provided with legal assistance and referrals 3,896 1,500


Public health needs of the affected population are met

Percentage of accessible Palestine refugee camps receiving repair, rehabilitation and sanitation work

100% 100%

Palestine refugees in need are provided with hygiene kits

Number of Palestine refugees receiving hygiene kits based on need 18,599 20,000


Lebanon Sector-Specific InterventionsStrategic Priority 1: Preserve resilience through the provision of humanitarian assistance, ensuring that the most vulnerable refugees meet their basic needs

Outcome/ Output Indicator Actual TargetCash Assistance for Essential Needs, Including Food, Shelter and NFIsPRS are able to meet their essential life-saving needs and to cope with sudden crisis


100% 100%


Number of individuals receiving cash assistance for food and multipurpose cash assistance during last distribution round (disaggregated by sex)

27,119169 (14,061 female, 13,058

male)8,087 PRS families

28,800(14,840 female,

13,960 male)

Total amount of cash distributed during last distribution round US $ 1,527,809 US$ 1,647,600

Number of families provided with winterization assistance (cash and in kind)

8,180 PRS170 families and 805 PRL families

8,700 PRS families720 PRL families

Strategic Priority 2: Contribute to a protective environment for Palestine refugees by maintaining access to basic servicesEmergency HealthThe impact of the crisis on health services for refugees is reduced.

Number of PRS visits and/or consultations supported by UNRWA (primary, secondary and tertiary health care, disaggregated by sex)

104,147 (62,640 female, 41,507

male)

145,000(82,337 female, 62,663

male)

Palestine refugees have access to primary health care services.

Number of PRS visits to health centres (disaggregated by sex)

104,147 (62,640 female, 41,507

male)

145,000 (82,337 female, 62,663

male)

Number of Agency health centres and mobile health points that are operational 27 27

Palestine refugees have access to hospital care (secondary and tertiary).

Number of UNRWA hospitalizations accessed by PRS patients 3,733 4,582

Palestine refugees have access to essential drugs and medical supplies.

Percentage of health centres with no stock-out of 12 tracer items 100% 100%

Education in emergenciesPRS continue to access quality, inclusive and equitable education despite conflict and displacement.

Number of PRS students graduating from basic education

109171 (76 female, 33 male)

135(75 female,

60 male)

Palestine refugee students have access to education through regular classes.

Number of school-age PRS children enrolled in regular classes in UNRWA schools (disaggregated by sex)

5,254(school year 2018/19; 2,732

female, 2,522 male)

4,812(school year 2019/20; 2,462

female, 2,350 male)

5,254(2,732 female,

2,522 male)

Number of UNRWA schools hosting PRS

64(school year 2018/19)

64(school year 2019/20)

64

Number of PRS students receiving back-to-school kits (disaggregated by sex)

5,254(school year 2018/19; 2,732

female, 2,522 male)

4,812(school year 2019/20; 2,462

female, 2,350 male)

5,254(2,732 female, 2,522 male)


Strategic Priority 3: To improve the effectiveness and efficiency of emergency programme deliverySafety and SecurityEnhanced safety and security of UNRWA staff to facilitate the provision of humanitarian aid to Palestine refugees.

Percentage of front-line staff provided with safety, security and awareness trainings 0% 100%

Emergency Repair and Maintenance of UNRWA InstallationsUNRWA installations repaired or maintained for continued service provision


Number of PRS/PRL students attending formal vocational courses whose registration fees are fully subsidized

School year 2018/19:34 PRS

(20 female, 14 male);196 PRL

(80 female,116 male)Total female beneficiaries:

43.5%

41 PRS,196 PRL

(of which 40% are female)

Palestine refugee students are provided with targeted psychosocial support.

Number of school-age children receiving individual counselling support (disaggregated by sex)

965(555 female,

410 male)

1,150(500 female,

650 male)

Palestine refugee students are provided with additional learning support and recreational activities.

Number of PRS students participating in recreational activities (disaggregated by sex)

1, 298(672 female, 626 male)

1,150(500 female,

650 male)

Number of PRS students participating in summer learning activities (disaggregated by sex)

1,782 (female 896,

male 886)

1,800(950 female,

850 male)

Livelihoods and Social CohesionImproved access to livelihood opportunities for PRS and PRL.

Number of PRS/PRL (15-24 years old) reached through formal and non-formal skills trainings

308 172 (9 PRS,

299 PRL)

900(500 PRS,400 PRL)

Protection

Strengthened prevention and protection response for Palestine refugees.

Number of UNRWA staff members trained on protection and humanitarian principles (disaggregated by sex)

393(212 female, 181 male)


Number of Palestine refugees provided with legal aid services (disaggregated by PRL-PRS)

7, 287(3,025 PRL,4,262PRS)

7,323


Public health needs of the affected population are met

Percentage of PRS in camps who have safe and equitable access to WASH resources and facilities

95% 97%

Improved solid waste management inside UNRWA camps

Percentage of PRS benefiting from garbage collection inside camps 92% 97%

Safe and adequate water supply provided inside UNRWA camps

Percentage of PRS in camps being provided with potable water for their basic needs 95% 97%

Improved wastewater and storm water systems

Percentage of PRS in camps served with adequate wastewater and storm water systems 95% 97%


Jordan Sector-Specific InterventionsStrategic Priority 1: Preserve resilience through the provision of humanitarian assistance, ensuring that the most vulnerable refugees meet their basic needs

Outcome/ Output Indicator Actual TargetCash Assistance for essential needs, Including Food, Shelter and NFIs PRS are able to meet their essential life-saving needs and to cope with sudden crisis.


100% 100%


Number of PRS provided with unconditional cash assistance per distribution (disaggregated by sex)

16,159(8,483 female, 7,676 male)

18,500(9,620 female, 8,880 male)

Number of PRS families receiving one-time emergency cash assistance 695 300

Number of PRS families provided with winterization assistance

4,262(1,352 female 2,910 male) 4,625

Strategic Priority 2: Contribute to a protective environment for Palestine refugees by maintaining access to basic servicesEmergency HealthThe impact of the crisis on health services for refugees is mitigated

Number of PRS consultations supported by UNRWA (primary, secondary and tertiary health care) (disaggregated by sex)

15,464(8,995 female, 6,469 male)

15,000(8,589 female, 6,411 male)

Palestine refugees have access to primary health-care services.

Number of PRS visits to UNRWA health facilities (disaggregated by sex)

14,986(8,707 female, 6,279 male)

15,000(8,303 female, 6,197 male)

Number of operational Agency health centres and mobile health points 29173 30

PRS have access to hospital care (secondary and tertiary)

Number of UNRWA hospitalizations accessed by PRS patients (disaggregated by sex)



PRS have access to essential drugs and medical supplies

Percentage of HCs with no stock-out of 12 tracer items 79% 100%

Education in emergencies

PRS are able to continue their education despite conflict and displacement

Number of PRS and Syrian students graduating from basic education (disaggregated by sex)

75 (43 females,

32 males)

97(57 female,

40 male)

Number of schools rehabilitated 0174 10

PRS students have access to education through regular/special classes and alternative learning modalities

Number of UNRWA schools hosting PRS and Syrians 133175 138

Number of schools provided with equipment (furniture, heating, other equipment) 10 10

Number of PRS and Syrian school-age children enrolled in regular classes in UNRWA schools176 1,167 1,500

Number of education staff trained in delivering education in emergencies based on the UNRWA EiE Approach

62 29

Number of PRS students admitted to vocational training centres and Faculty of Educational Sciences and Arts

13 35


Number of PRS school-age children receiving psychosocial support 1,165 1,500

Number of education staff trained on the Agency’s Inclusive Education approach to PSS 48 98


PRS students are provided with educational and recreational materials and activities

Number of PRS and Syrian students provided with educational/recreational materials (back-to-school kits, PSS/recreational kits, stationery)

0177 1,500

Number of PRS students who participated in at least one recreational / extracurricular activity during the year

1,353 1,500

Protection

Strengthened prevention and protection response for PRS

Number of PRS individuals referred to external partners for legal counselling

64(13 women, 18 girls,

25 men, 8 boys)60

Number of UNRWA staff members trained on protection

24(18 female, 6 male) 300


Public health needs of the affected population are met inside KAP.

Percentage of PRS who have safe and equitable access to WASH services and facilities inside KAP

0 100%

Improved solid waste management inside KAP.

Number of PRS and Syrian families benefiting from garbage collection in KAP 0 135

(116 PRS, 19 Syrians)

Number of sanitation workers hired 0 24

Regional response

The response, as funded, is effectively implemented and managed.

Mid-year Emergency Appeal Progress Report issued within 120 days of the end of the reporting period

120 days 120 days

Draft annual Emergency Appeal Report issued within 120 days of the end of the reporting period

96 120 days

Emergency Appeal implementation is reviewed through mid-year and annual results reviews

2 2

2019 annual operational report130A

nnex

4:

Stat

us u

pdat

ed S

yria

regi

onal

cri

sis

resp

onse

EA

risk

regi

ster

Even

tCa

uses

Cons

eque

nces

Mit

igat

ion

/ Cop

ing

Mec

hani

sms

Risk

Man

agem

ent

Mon

itor

ing

Stat

us U

pdat

e

Syri

aLe

bano

nJo

rdan

Stra

tegi

c / P

rogr

amm

atic

• Co

ntin

uous

and

un

pred

icta

ble

chan

ges

in

the

oper

atin

g en

viro

nmen

t•

Prog

ram

mat

ic a

nd

impl

emen

tatio

n ta

rget

s pa

rtia

lly

achi

eved

• Eff

ectiv

enes

s in

m

anag

emen

t an

d go

vern

ance

de

clin

es•

Del

ays

in re

form

im

plem

enta

tion

• Po

litic

al a

nd

secu

rity

real

ities

of

pro

trac

ted

Syria

co

nflic

t •

Inad

equa

te

oper

atio

nal o

r pr

ogra

mm

atic

ca

paci

ty to

im

plem

ent p

lans

• La

ck o

f pro

per

asse

ssm

ent,

plan

ning

and

/or

mon

itorin

g of

pla

ns

• La

ck o

f ow

ners

hip,

in

adeq

uate

ac

coun

tabi

lity

and

resi

stan

ce to

ta

rget

ed re

sults

• In

terf

eren

ce a

nd

wea

k ca

paci

ty

• Re

ferr

al s

ervi

ce

need

s un

met

qu

alita

tivel

y an

d/or

qu

antit

ativ

ely

• H

ighe

r ris

k of

exp

osur

e to

vio

lenc

e an

d in

secu

re

envi

ronm

ent

• Fa

ilure

to m

eet

and

dem

onst

rate

re

sults

to

stak

ehol

ders

• Pr

ogra

mm

e qu

ality

is

com

prom

ised

• Po

licy

deci

sion

s no

t ba

sed

on e

vide

nce

or re

liabl

e da

ta•

Lega

l cas

es a

gain

st

UN

RWA

• St

akeh

olde

r co

nfide

nce

in

UN

RWA

dec

lines

• D

evel

op a

nd

utili

ze a

sses

smen

t an

d co

nflic

t an

alys

is to

info

rm

man

agem

ent

deci

sion

s•

Enha

nce

part

ners

hip

with

na

tiona

l and

in

tern

atio

nal

orga

niza

tions

for

effici

ency

and

eff

ectiv

enes

s•

Stre

ngth

en

adhe

renc

e to

pr

ojec

t cyc

le

man

agem

ent (

PCM

) cy

cle

(dev

elop

an

d ut

ilize

wor

k pl

ans

and

logi

cal

fram

ewor

k)•

Inst

itutio

naliz

e hu

man

itaria

n pr

ogra

mm

e cy

cle

man

agem

ent

and

perio

dic

prog

ram

me

and

finan

cial

m

onito

ring

• St

reng

then

co

mm

unic

atio

n w

ith k

ey

stak

ehol

ders

•

Con

tinuo

us

capa

city

-bui

ldin

g pr

ovid

ed to

sta

ff

• M

onito

ring

secu

rity

upda

tes

• Pe

riodi

c mon

itorin

g un

dert

aken

th

roug

h Q

uart

erly

M

anag

emen

t Re

view

s an

d se

mi-

annu

al R

esul

ts

Revi

ews

• Re

gula

r pr

ogra

mm

e an

d fin

anci

al

mon

itorin

g th

roug

h m

onth

ly

man

agem

ent

mee

tings

•

Regu

lar m

onito

ring

of re

form

str

ateg

ies

thro

ugh

annu

al

wor

k pl

an a

nd

repo

rt•

Perio

dic

revi

ew a

nd

upda

te o

f UN

RWA

ris

k re

gist

er

• Q

uart

erly

M

anag

emen

t Re

view

s co

ntin

ued

thro

ugho

ut 2

019

and

assi

sted

in: (

i) tr

acki

ng a

nd q

ualit

y as

surin

g re

sults

; an

d (ii

) im

prov

ing

prog

ram

me

man

agem

ent a

nd

deci

sion

-mak

ing

• Th

e Pr

ojec

t A

sses

smen

t Co

mm

ittee

and

th

e Pr

ojec

t Rev

iew

Co

mm

ittee

s ar

e se

t up

to im

prov

e th

e m

anag

emen

t of

pro

ject

s an

d su

ppor

t mon

itorin

g of

act

iviti

es,

refo

rms,

budg

ets

and

prog

ram

me

rela

ted

issu

es. T

hree

m

eetin

gs w

ere

cond

ucte

d in

201

9 •

The

Issu

e Lo

g w

as

mai

ntai

ned

to a

ssis

t SF

O F

ront

Offi

ce

and

the

Prog

ram

me

Supp

ort O

ffice

(PSO

) in

trac

king

/sol

ving

id

entifi

ed p

robl

ems

(obs

tacl

es to

pr

ogra

mm

es/ p

roje

ct

impl

emen

tatio

n)

• Q

uart

erly

ex

pend

iture

revi

ew

mee

tings

at t

he le

vel

• Q

uart

erly

revi

ew

mee

tings

and

pr

ojec

t rev

iew

s co

ntin

ued

to b

e he

ld

thro

ugho

ut 2

019

• Po

st d

istr

ibut

ion

mon

itorin

g vi

sits

w

ere

cond

ucte

d re

gula

rly a

nd re

port

s w

ere

deve

lope

d to

tr

ack

the

outp

uts

and

outc

omes

of t

he

prog

ram

mes

• Pa

rtne

rshi

p eff

orts

w

ere

carr

ied

on

thro

ugho

ut th

e ye

ar a

t the

cen

tral

an

d ar

ea le

vels

; ho

wev

er, i

n Q

4, th

e co

untr

ywid

e un

rest

im

pact

ed o

pera

tions

an

d th

e ac

tivity

was

de

-prio

ritiz

ed•

In li

ght o

f the

co

untr

y’s

unre

st

whi

ch c

omm

ence

d on

17

Oct

ober

201

9 du

e to

pol

itica

l and

ec

onom

ic fa

ctor

s, LF

O F

SRM

con

tinue

d to

mon

itor t

he

secu

rity

situ

atio

n to

in

form

man

agem

ent

deci

sion

s an

d en

sure

th

e sa

fety

and

w

ellb

eing

of s

taff

• Th

e LF

O

Cont

inge

ncy

Plan

an

d th

e fiv

e ar

ea

plan

s ha

ve b

een

• Si

nce

the

re-o

peni

ng

of N

assi

b bo

rder

in

Oct

ober

636

,201

8 PR

S in

divi

dual

s ha

ve

retu

rned

to S

yria

, ou

t of w

hom

316

in

divi

dual

s ca

me

back

to

Jord

an a

nd h

ad

thei

r cas

es re

activ

ated

w

ith U

NRW

A. N

umbe

rs

of re

turn

ees

are

very

lim

ited

due

to in

stab

ility

of t

he

econ

omic

and

sec

urity

si

tuat

ion

in S

yria

•

Emer

genc

y ca

sh

assi

stan

ce c

ases

in

crea

sed

due

to

the

abse

nce

of

copi

ng m

echa

nism

s fo

r PRS

and

the

nega

tive

impa

ct

of th

e re

duct

ion

in

thei

r mon

thly

cas

h en

title

men

t •

The

non-

adm

issi

on

polic

y is

stil

l in

plac

e po

sing

cha

lleng

es

to th

e le

gal s

tatu

s of

PR

S. U

NRW

A s

ocia

l w

orke

rs c

ontin

ue to

off

er in

tern

al/e

xter

nal

refe

rral

ser

vice

s•

King

Abd

ulla

h Pa

rk is

ho

stin

g 51

9 re

fuge

es

who

con

tinue

to

face

cha

lleng

es

in le

galiz

ing

thei

r si

tuat

ion

in Jo

rdan

• Q

uart

erly

pos

t di

strib

utio

n

o

f the

Fro

nt O

ffice

w

ith s

ervi

ce

depa

rtm

ents

wer

e co

nduc

ted

in 2

019

u

pdat

ed q

uart

erly

an

d on

a n

eeds

ba

sis,

espe

cial

ly in

lig

ht o

f the

unr

est

Som

e em

erge

ncy

supp

lies

for L

FO

(fuel

, foo

d an

d no

n-fo

od it

ems)

and

the

area

s (fu

el) h

ave

been

pro

cure

d

m

onito

ring

surv

eys

are

bein

g co

nduc

ted

to a

sses

s th

e le

vel o

f sa

tisfa

ctio

n of

PRS

af

ter d

istr

ibut

ing

unco

nditi

onal

cas

h as

sist

ance

, whi

le a

ne

w P

ost D

istr

ibut

ion

Mon

itorin

g Su

rvey

ha

s be

en in

trod

uced

sp

ecifi

cally

to c

heck

if

win

teriz

atio

n ob

ject

ive

is m

et a

mon

g PR

S

Fina

ncia

l

• D

efici

t in

dono

r aid

co

mm

itmen

t to

the

regi

onal

resp

onse

pl

an•

Dec

line

in

purc

hasi

ng p

ower

(e

xcha

nge

rate

flu

ctua

tion

and

infla

tion)

• Effi

cien

cy o

f ex

pend

iture

s de

clin

es

• D

onor

fatig

ue a

nd

repr

iorit

izat

ion

of h

uman

itaria

n re

spon

se in

Syr

ia•

Hum

anita

rian

need

s ex

ceed

in

tern

atio

nal

resp

onse

• Co

mpe

titio

n fr

om

othe

r em

erge

ncie

s or

regi

onal

issu

es•

Lim

itatio

ns in

ad

equa

cy o

f aud

it an

d ov

ersi

ght

func

tions

• O

ngoi

ng e

cono

mic

co

ntra

ctio

n,

aggr

avat

ed b

y in

secu

rity

and/

or

sanc

tions

• Sh

ortf

all i

n do

nor

cont

ribut

ions

for

Syria

• In

abili

ty to

resp

ond

adeq

uate

ly to

the

incr

ease

d ne

eds

of

PRS

• In

crea

se in

sta

ff di

ssat

isfa

ctio

n•

Fidu

ciar

y ris

ks

in o

pera

tiona

l im

plem

enta

tion

• In

tens

ive

and

regu

lar

enga

gem

ent

with

don

ors

and

inte

rnat

iona

l st

akeh

olde

rs•

Stra

tegi

c ap

proa

ch

to fu

ndra

isin

g•

Prio

ritiz

atio

n of

key

pr

ojec

ts•

Robu

st fi

nanc

ial

and

man

agem

ent

syst

ems

in p

lace

• Au

dit a

nd o

vers

ight

pr

ovid

ed a

nd

reco

mm

enda

tions

ar

e im

plem

ente

d

• Co

mm

unic

atio

n w

ith d

onor

s (p

rivat

e/in

stitu

tiona

l) is

m

ore

cons

iste

nt

and

of h

ighe

r qu

ality

•

Audi

t and

ove

rsig

ht

mon

itore

d th

roug

h U

NRW

A s

yste

ms

of re

view

and

re

spon

se•

Budg

et h

earin

gs

and

proj

ect

prio

ritiz

atio

n pr

oces

ses

held

an

nual

ly•

Regu

lar b

udge

t m

onito

ring

proc

esse

s ar

e he

ld

• SF

O p

artic

ipat

ed

in th

e fu

ll ra

nge

of

budg

et m

onito

ring

activ

ities

, inc

ludi

ng

budg

et h

earin

gs

ahea

d of

the

fisca

l ye

ar•

The

quar

terly

bu

dget

exp

endi

ture

re

view

s al

so s

uppo

rt

the

mon

itorin

g of

pro

ject

and

pr

ogra

mm

e bu

dget

ex

pend

iture

rate

in

ord

er to

ass

ist

in p

riorit

izat

ion

of

proj

ects

• Q

uart

erly

pr

ogra

mm

e pr

iorit

ies

wer

e se

t an

d m

onito

red

on

a m

onth

ly b

asis

to

optim

ise

the

use

of

reso

urce

s

• 20

19 E

A c

ritic

al

need

s in

the

area

s of

em

erge

ncy

heal

th,

educ

atio

n an

d ca

sh

assi

stan

ce h

ave

been

co

vere

d•

Hum

anita

rian

snap

shot

s w

ere

prod

uced

and

ci

rcul

ated

pro

vidi

ng

bi-m

onth

ly u

pdat

es

on k

ey fa

cts

and

figur

es c

once

rnin

g th

e EA

• Re

gula

r co

mm

unic

atio

n w

ith d

onor

s w

as

mai

ntai

ned

• Q

uart

erly

ex

pend

iture

revi

ew

mee

tings

con

tinue

d th

roug

hout

the

year

• Fu

nds

wer

e av

aila

ble

to c

over

the

gap

on a

ll ca

sh c

ompo

nent

s an

d he

alth

inte

rven

tions

, ho

wev

er, o

ther

ed

ucat

iona

l nee

d w

ere

not c

over

ed d

ue to

la

ck o

f fun

ding

• Q

uart

erly

exp

endi

ture

re

port

s ar

e pr

epar

ed

to b

ette

r refl

ect o

n re

quire

men

t vs

gaps

• M

onth

ly h

uman

itaria

n sn

apsh

ots

are

bein

g pr

epar

ed re

flect

ing

upda

ted

figur

es a

nd

activ

ities

aga

inst

do

nors

fund

ed

proj

ects

; the

sna

psho

t is

bei

ng s

hare

d w

ith

dono

rs a

nd p

artn

ers

and

it co

nsid

ered

one

of

don

or’s

visi

bilit

y to

ols


Even

tCa

uses

Cons

eque

nces

Mit

igat

ion

/ Cop

ing

Mec

hani

sms

Risk

Man

agem

ent

Mon

itor

ing

Stat

us U

pdat

e

Syri

aLe

bano

nJo

rdan

Stra

tegi

c / P

rogr

amm

atic

• Co

ntin

uous

and

un

pred

icta

ble

chan

ges

in

the

oper

atin

g en

viro

nmen

t•

Prog

ram

mat

ic a

nd

impl

emen

tatio

n ta

rget

s pa

rtia

lly

achi

eved

• Eff

ectiv

enes

s in

m

anag

emen

t an

d go

vern

ance

de

clin

es•

Del

ays

in re

form

im

plem

enta

tion

• Po

litic

al a

nd

secu

rity

real

ities

of

pro

trac

ted

Syria

co

nflic

t •

Inad

equa

te

oper

atio

nal o

r pr

ogra

mm

atic

ca

paci

ty to

im

plem

ent p

lans

• La

ck o

f pro

per

asse

ssm

ent,

plan

ning

and

/or

mon

itorin

g of

pla

ns

• La

ck o

f ow

ners

hip,

in

adeq

uate

ac

coun

tabi

lity

and

resi

stan

ce to

ta

rget

ed re

sults

• In

terf

eren

ce a

nd

wea

k ca

paci

ty

• Re

ferr

al s

ervi

ce

need

s un

met

qu

alita

tivel

y an

d/or

qu

antit

ativ

ely

• H

ighe

r ris

k of

exp

osur

e to

vio

lenc

e an

d in

secu

re

envi

ronm

ent

• Fa

ilure

to m

eet

and

dem

onst

rate

re

sults

to

stak

ehol

ders

• Pr

ogra

mm

e qu

ality

is

com

prom

ised

• Po

licy

deci

sion

s no

t ba

sed

on e

vide

nce

or re

liabl

e da

ta•

Lega

l cas

es a

gain

st

UN

RWA

• St

akeh

olde

r co

nfide

nce

in

UN

RWA

dec

lines

• D

evel

op a

nd

utili

ze a

sses

smen

t an

d co

nflic

t an

alys

is to

info

rm

man

agem

ent

deci

sion

s•

Enha

nce

part

ners

hip

with

na

tiona

l and

in

tern

atio

nal

orga

niza

tions

for

effici

ency

and

eff

ectiv

enes

s•

Stre

ngth

en

adhe

renc

e to

pr

ojec

t cyc

le

man

agem

ent (

PCM

) cy

cle

(dev

elop

an

d ut

ilize

wor

k pl

ans

and

logi

cal

fram

ewor

k)•

Inst

itutio

naliz

e hu

man

itaria

n pr

ogra

mm

e cy

cle

man

agem

ent

and

perio

dic

prog

ram

me

and

finan

cial

m

onito

ring

• St

reng

then

co

mm

unic

atio

n w

ith k

ey

stak

ehol

ders

•

Con

tinuo

us

capa

city

-bui

ldin

g pr

ovid

ed to

sta

ff

• M

onito

ring

secu

rity

upda

tes

• Pe

riodi

c mon

itorin

g un

dert

aken

th

roug

h Q

uart

erly

M

anag

emen

t Re

view

s an

d se

mi-

annu

al R

esul

ts

Revi

ews

• Re

gula

r pr

ogra

mm

e an

d fin

anci

al

mon

itorin

g th

roug

h m

onth

ly

man

agem

ent

mee

tings

•

Regu

lar m

onito

ring

of re

form

str

ateg

ies

thro

ugh

annu

al

wor

k pl

an a

nd

repo

rt•

Perio

dic

revi

ew a

nd

upda

te o

f UN

RWA

ris

k re

gist

er

• Q

uart

erly

M

anag

emen

t Re

view

s co

ntin

ued

thro

ugho

ut 2

019

and

assi

sted

in: (

i) tr

acki

ng a

nd q

ualit

y as

surin

g re

sults

; an

d (ii

) im

prov

ing

prog

ram

me

man

agem

ent a

nd

deci

sion

-mak

ing

• Th

e Pr

ojec

t A

sses

smen

t Co

mm

ittee

and

th

e Pr

ojec

t Rev

iew

Co

mm

ittee

s ar

e se

t up

to im

prov

e th

e m

anag

emen

t of

pro

ject

s an

d su

ppor

t mon

itorin

g of

act

iviti

es,

refo

rms,

budg

ets

and

prog

ram

me

rela

ted

issu

es. T

hree

m

eetin

gs w

ere

cond

ucte

d in

201

9 •

The

Issu

e Lo

g w

as

mai

ntai

ned

to a

ssis

t SF

O F

ront

Offi

ce

and

the

Prog

ram

me

Supp

ort O

ffice

(PSO

) in

trac

king

/sol

ving

id

entifi

ed p

robl

ems

(obs

tacl

es to

pr

ogra

mm

es/ p

roje

ct

impl

emen

tatio

n)

• Q

uart

erly

ex

pend

iture

revi

ew

mee

tings

at t

he le

vel

• Q

uart

erly

revi

ew

mee

tings

and

pr

ojec

t rev

iew

s co

ntin

ued

to b

e he

ld

thro

ugho

ut 2

019

• Po

st d

istr

ibut

ion

mon

itorin

g vi

sits

w

ere

cond

ucte

d re

gula

rly a

nd re

port

s w

ere

deve

lope

d to

tr

ack

the

outp

uts

and

outc

omes

of t

he

prog

ram

mes

• Pa

rtne

rshi

p eff

orts

w

ere

carr

ied

on

thro

ugho

ut th

e ye

ar a

t the

cen

tral

an

d ar

ea le

vels

; ho

wev

er, i

n Q

4, th

e co

untr

ywid

e un

rest

im

pact

ed o

pera

tions

an

d th

e ac

tivity

was

de

-prio

ritiz

ed•

In li

ght o

f the

co

untr

y’s

unre

st

whi

ch c

omm

ence

d on

17

Oct

ober

201

9 du

e to

pol

itica

l and

ec

onom

ic fa

ctor

s, LF

O F

SRM

con

tinue

d to

mon

itor t

he

secu

rity

situ

atio

n to

in

form

man

agem

ent

deci

sion

s an

d en

sure

th

e sa

fety

and

w

ellb

eing

of s

taff

• Th

e LF

O

Cont

inge

ncy

Plan

an

d th

e fiv

e ar

ea

plan

s ha

ve b

een

• Si

nce

the

re-o

peni

ng

of N

assi

b bo

rder

in

Oct

ober

636

,201

8 PR

S in

divi

dual

s ha

ve

retu

rned

to S

yria

, ou

t of w

hom

316

in

divi

dual

s ca

me

back

to

Jord

an a

nd h

ad

thei

r cas

es re

activ

ated

w

ith U

NRW

A. N

umbe

rs

of re

turn

ees

are

very

lim

ited

due

to in

stab

ility

of t

he

econ

omic

and

sec

urity

si

tuat

ion

in S

yria

•

Emer

genc

y ca

sh

assi

stan

ce c

ases

in

crea

sed

due

to

the

abse

nce

of

copi

ng m

echa

nism

s fo

r PRS

and

the

nega

tive

impa

ct

of th

e re

duct

ion

in

thei

r mon

thly

cas

h en

title

men

t •

The

non-

adm

issi

on

polic

y is

stil

l in

plac

e po

sing

cha

lleng

es

to th

e le

gal s

tatu

s of

PR

S. U

NRW

A s

ocia

l w

orke

rs c

ontin

ue to

off

er in

tern

al/e

xter

nal

refe

rral

ser

vice

s•

King

Abd

ulla

h Pa

rk is

ho

stin

g 51

9 re

fuge

es

who

con

tinue

to

face

cha

lleng

es

in le

galiz

ing

thei

r si

tuat

ion

in Jo

rdan

• Q

uart

erly

pos

t di

strib

utio

n

o

f the

Fro

nt O

ffice

w

ith s

ervi

ce

depa

rtm

ents

wer

e co

nduc

ted

in 2

019

u

pdat

ed q

uart

erly

an

d on

a n

eeds

ba

sis,

espe

cial

ly in

lig

ht o

f the

unr

est

Som

e em

erge

ncy

supp

lies

for L

FO

(fuel

, foo

d an

d no

n-fo

od it

ems)

and

the

area

s (fu

el) h

ave

been

pro

cure

d

m

onito

ring

surv

eys

are

bein

g co

nduc

ted

to a

sses

s th

e le

vel o

f sa

tisfa

ctio

n of

PRS

af

ter d

istr

ibut

ing

unco

nditi

onal

cas

h as

sist

ance

, whi

le a

ne

w P

ost D

istr

ibut

ion

Mon

itorin

g Su

rvey

ha

s be

en in

trod

uced

sp

ecifi

cally

to c

heck

if

win

teriz

atio

n ob

ject

ive

is m

et a

mon

g PR

S

Fina

ncia

l

• D

efici

t in

dono

r aid

co

mm

itmen

t to

the

regi

onal

resp

onse

pl

an•

Dec

line

in

purc

hasi

ng p

ower

(e

xcha

nge

rate

flu

ctua

tion

and

infla

tion)

• Effi

cien

cy o

f ex

pend

iture

s de

clin

es

• D

onor

fatig

ue a

nd

repr

iorit

izat

ion

of h

uman

itaria

n re

spon

se in

Syr

ia•

Hum

anita

rian

need

s ex

ceed

in

tern

atio

nal

resp

onse

• Co

mpe

titio

n fr

om

othe

r em

erge

ncie

s or

regi

onal

issu

es•

Lim

itatio

ns in

ad

equa

cy o

f aud

it an

d ov

ersi

ght

func

tions

• O

ngoi

ng e

cono

mic

co

ntra

ctio

n,

aggr

avat

ed b

y in

secu

rity

and/

or

sanc

tions

• Sh

ortf

all i

n do

nor

cont

ribut

ions

for

Syria

• In

abili

ty to

resp

ond

adeq

uate

ly to

the

incr

ease

d ne

eds

of

PRS

• In

crea

se in

sta

ff di

ssat

isfa

ctio

n•

Fidu

ciar

y ris

ks

in o

pera

tiona

l im

plem

enta

tion

• In

tens

ive

and

regu

lar

enga

gem

ent

with

don

ors

and

inte

rnat

iona

l st

akeh

olde

rs•

Stra

tegi

c ap

proa

ch

to fu

ndra

isin

g•

Prio

ritiz

atio

n of

key

pr

ojec

ts•

Robu

st fi

nanc

ial

and

man

agem

ent

syst

ems

in p

lace

• Au

dit a

nd o

vers

ight

pr

ovid

ed a

nd

reco

mm

enda

tions

ar

e im

plem

ente

d

• Co

mm

unic

atio

n w

ith d

onor

s (p

rivat

e/in

stitu

tiona

l) is

m

ore

cons

iste

nt

and

of h

ighe

r qu

ality

•

Audi

t and

ove

rsig

ht

mon

itore

d th

roug

h U

NRW

A s

yste

ms

of re

view

and

re

spon

se•

Budg

et h

earin

gs

and

proj

ect

prio

ritiz

atio

n pr

oces

ses

held

an

nual

ly•

Regu

lar b

udge

t m

onito

ring

proc

esse

s ar

e he

ld

• SF

O p

artic

ipat

ed

in th

e fu

ll ra

nge

of

budg

et m

onito

ring

activ

ities

, inc

ludi

ng

budg

et h

earin

gs

ahea

d of

the

fisca

l ye

ar•

The

quar

terly

bu

dget

exp

endi

ture

re

view

s al

so s

uppo

rt

the

mon

itorin

g of

pro

ject

and

pr

ogra

mm

e bu

dget

ex

pend

iture

rate

in

ord

er to

ass

ist

in p

riorit

izat

ion

of

proj

ects

• Q

uart

erly

pr

ogra

mm

e pr

iorit

ies

wer

e se

t an

d m

onito

red

on

a m

onth

ly b

asis

to

optim

ise

the

use

of

reso

urce

s

• 20

19 E

A c

ritic

al

need

s in

the

area

s of

em

erge

ncy

heal

th,

educ

atio

n an

d ca

sh

assi

stan

ce h

ave

been

co

vere

d•

Hum

anita

rian

snap

shot

s w

ere

prod

uced

and

ci

rcul

ated

pro

vidi

ng

bi-m

onth

ly u

pdat

es

on k

ey fa

cts

and

figur

es c

once

rnin

g th

e EA

• Re

gula

r co

mm

unic

atio

n w

ith d

onor

s w

as

mai

ntai

ned

• Q

uart

erly

ex

pend

iture

revi

ew

mee

tings

con

tinue

d th

roug

hout

the

year

• Fu

nds

wer

e av

aila

ble

to c

over

the

gap

on a

ll ca

sh c

ompo

nent

s an

d he

alth

inte

rven

tions

, ho

wev

er, o

ther

ed

ucat

iona

l nee

d w

ere

not c

over

ed d

ue to

la

ck o

f fun

ding

• Q

uart

erly

exp

endi

ture

re

port

s ar

e pr

epar

ed

to b

ette

r refl

ect o

n re

quire

men

t vs

gaps

• M

onth

ly h

uman

itaria

n sn

apsh

ots

are

bein

g pr

epar

ed re

flect

ing

upda

ted

figur

es a

nd

activ

ities

aga

inst

do

nors

fund

ed

proj

ects

; the

sna

psho

t is

bei

ng s

hare

d w

ith

dono

rs a

nd p

artn

ers

and

it co

nsid

ered

one

of

don

or’s

visi

bilit

y to

ols

2019 annual operational report132•

Regu

lar

com

mun

icat

ion

with

don

ors

was

m

aint

aine

d by

U

NRW

A in

cou

ntry

as

wel

l as

for d

onor

s ba

sed

in B

eiru

t Ad

ditio

nal u

pdat

es

to d

onor

s w

ere

prov

ided

thro

ugh

emai

ls a

nd b

riefin

gs

cond

ucte

d in

the

field

offi

ce

• D

irect

or o

f UN

RWA

A

ffairs

in S

yria

br

iefe

d th

e D

onor

Co

mm

unity

dur

ing

Part

ners

and

don

or

Mee

tings

as

wel

l as

AdCo

m M

eetin

gs. A

jo

int d

onor

brie

fing

was

org

anis

ed o

n 10

D

ec b

y th

e SF

O a

nd

LFO

offi

ces

• SF

O p

repa

red

the

annu

al H

uman

itaria

n O

pera

tiona

l Pla

n ba

sed

on p

riorit

y in

terv

entio

ns a

nd

fund

ing

fore

cast

to

be u

sed

for p

lann

ing

purp

oses

thro

ugho

ut

the

year

Haz

ards

•

Esca

late

d co

nflic

t an

d/or

nat

ural

di

sast

ers

• H

eigh

tene

d ph

ysic

al th

reat

s to

refu

gees

, sta

ff an

d U

N fa

cilit

ies

(per

sona

l saf

ety)

• N

o pe

acef

ul

reso

lutio

n to

co

nflic

t•

Loca

l sta

ff sa

fety

an

d se

curit

y ar

e no

t cov

ered

by

UN

se

curit

y fr

amew

ork

• La

ck o

f fina

ncia

l in

vest

men

t in

mai

nten

ance

• In

crea

sed

thre

at,

viol

ence

-rel

ated

in

jurie

s an

d di

spla

cem

ent o

f U

NRW

A re

fuge

es•

Incr

ease

d st

aff

fligh

t and

fatig

ue

• Es

tabl

ish

field

-sp

ecifi

c pl

ans

to

mai

nstr

eam

saf

ety

and

secu

rity

• A

ll st

aff a

re fu

lly

trai

ned

on s

ecur

ity

and

safe

ty

• Re

gula

r use

of

secu

rity

upda

tes

and

info

rmat

ion

man

agem

ent

syst

em•

Ong

oing

ana

lysi

s an

d co

llect

ion

of s

ecur

ity

info

rmat

ion

• D

espi

te th

e m

ilest

one

agre

emen

t bet

wee

n PL

O, t

he A

llian

ce

(Ham

as) a

nd Is

lam

ist

grou

ps, t

he ri

sk o

f on

goin

g di

visi

on in

le

ader

ship

rem

ains

• Th

e si

tuat

ion

in

Ein

El H

ilweh

cam

p re

mai

ns v

olat

ile

• N

o m

ajor

inci

dent

was

re

port

ed•

Secu

rity

upda

tes

are

bein

g pr

ovid

ed

thro

ugh

UN

DSS

up

date

s•

Secu

rity

Offi

cer i

n JF

O

is p

rovi

ding

bi-

wee

kly

pres

enta

tion

to a

lert

se

nior

sta

ff ab

out

inci

dent

s an

d se

curit

y co

ncer

ns

• Fu

rthe

r di

spla

cem

ent/

mov

emen

t of

Pale

stin

e re

fuge

es

from

cam

p an

d ga

ther

ings

• A

rea

staff

rule

s an

d re

gula

tions

for

safe

ty a

nd s

ecur

ity

are

not c

over

ed

by U

N s

ecur

ity

fram

ewor

k•

Det

erio

ratin

g in

fras

truc

ture

m

aint

enan

ce le

ads

to u

nsaf

e w

orki

ng

cond

ition

s

• D

amag

e to

and

lo

ss o

f UN

RWA

as

sets

; vio

latio

ns o

f U

NRW

A P

rivile

ges

and

Imm

uniti

es

unde

r int

erna

tiona

l la

w•

Redu

ced

acce

ss

to b

enefi

ciar

ies,

inst

alla

tions

, cam

ps

and

gath

erin

gs•

Lack

of a

dequ

ate

duty

of c

are

stan

dard

s on

saf

ety

and

secu

rity

• Pa

rtia

l or c

ompl

ete

evac

uatio

n of

in

tern

atio

nal s

taff

• Co

ordi

natio

n w

ith p

artn

ers

and

with

in th

e U

NC

T st

reng

then

ed to

en

sure

flex

ibili

ty in

m

odes

of d

eliv

ery

and

alte

rnat

ive

supp

ly ro

utes

• Co

ordi

natio

n w

ith a

utho

ritie

s;

the

Offi

ce o

f the

Sp

ecia

l Env

oy; a

nd,

as p

ossi

ble,

oth

er

part

ies

cont

rolli

ng

acce

ss

• Cl

ose

coor

dina

tion

with

UN

Sec

urity

M

anag

emen

t Te

am a

nd o

ther

UN

se

curit

y te

ams

• Th

e Se

curit

y In

form

atio

n M

anag

emen

t Sy

stem

(SIM

S) is

fu

lly o

pera

tiona

l in

Syria

. It i

s co

mpl

eted

at

the

Fiel

d O

ffice

le

vel b

y th

e Fi

eld

Secu

rity

and

Risk

M

anag

emen

t. A

ll in

cide

nts

affec

ting

UN

RWA

sta

ff, a

sset

s an

d in

stal

latio

ns

that

are

repo

rted

to

SSD

are

ent

ered

into

SI

MS

as s

oon

as a

cl

ear p

ictu

re o

f the

in

cide

nt is

ava

ilabl

e •

SSA

FE tr

aini

ng is

co

mpu

lsor

y fo

r al

l int

erna

tiona

l st

aff w

orki

ng o

r co

nduc

ting

field

m

issi

ons

in S

yria

. In

addi

tion,

are

a st

aff

are

also

enr

olle

d on

SS

AFE

trai

ning

s sl

ots

in o

rder

to e

nhan

ce

secu

rity

awar

enes

s an

d in

form

dec

isio

n m

akin

g •

The

Fiel

d Se

curit

y Ri

sk M

anag

emen

t te

am c

ondu

cted

se

curit

y as

sess

men

ts

for a

ll fie

ld m

issi

ons

as w

ell a

s ar

eas

that

had

not

bee

n ac

cess

ed fo

r a lo

ng

time

sinc

e th

e be

ginn

ing

of th

e co

nflic

t in

orde

r to

adv

ice

on th

e sa

fety

of s

taff

and

bene

ficia

ries

upon

re

sum

ptio

n of

ac

tiviti

es

• FS

RM c

ontin

ued

to m

onito

r and

up

date

on

the

secu

rity

situ

atio

n in

the

coun

try

in

coop

erat

ion

with

U

ND

SS

• Sa

fety

and

sec

urity

tr

aini

ngs

for

fron

tline

sta

ff ha

ve

been

con

duct

ed•

The

LFO

Co

ntin

genc

y Pl

an

and

the

five

area

pl

ans

have

bee

n up

date

d qu

arte

rly

and

on a

nee

ds

basi

s, es

peci

ally

in

light

of t

he u

nres

t So

me

emer

genc

y su

pplie

s fo

r LFO

(fu

el, f

ood

and

non-

food

item

s) a

nd th

e ar

eas

(fuel

) hav

e be

en p

rocu

red

• LF

O a

lso

part

icip

ated

in

the

annu

al

upda

ting

of th

e H

CT

Cont

inge

ncy

Plan


• Re

gula

r co

mm

unic

atio

n w

ith d

onor

s w

as

mai

ntai

ned

by

UN

RWA

in c

ount

ry

as w

ell a

s fo

r don

ors

base

d in

Bei

rut

Addi

tiona

l upd

ates

to

don

ors

wer

e pr

ovid

ed th

roug

h em

ails

and

brie

fings

co

nduc

ted

in th

e fie

ld o

ffice

•

Dire

ctor

of U

NRW

A

Affa

irs in

Syr

ia

brie

fed

the

Don

or

Com

mun

ity d

urin

g Pa

rtne

rs a

nd d

onor

M

eetin

gs a

s w

ell a

s Ad

Com

Mee

tings

. A

join

t don

or b

riefin

g w

as o

rgan

ised

on

10

Dec

by

the

SFO

and

LF

O o

ffice

s•

SFO

pre

pare

d th

e an

nual

Hum

anita

rian

Ope

ratio

nal P

lan

base

d on

prio

rity

inte

rven

tions

and

fu

ndin

g fo

reca

st to

be

use

d fo

r pla

nnin

g pu

rpos

es th

roug

hout

th

e ye

ar

Haz

ards

•

Esca

late

d co

nflic

t an

d/or

nat

ural

di

sast

ers

• H

eigh

tene

d ph

ysic

al th

reat

s to

refu

gees

, sta

ff an

d U

N fa

cilit

ies

(per

sona

l saf

ety)

• N

o pe

acef

ul

reso

lutio

n to

co

nflic

t•

Loca

l sta

ff sa

fety

an

d se

curit

y ar

e no

t cov

ered

by

UN

se

curit

y fr

amew

ork

• La

ck o

f fina

ncia

l in

vest

men

t in

mai

nten

ance

• In

crea

sed

thre

at,

viol

ence

-rel

ated

in

jurie

s an

d di

spla

cem

ent o

f U

NRW

A re

fuge

es•

Incr

ease

d st

aff

fligh

t and

fatig

ue

• Es

tabl

ish

field

-sp

ecifi

c pl

ans

to

mai

nstr

eam

saf

ety

and

secu

rity

• A

ll st

aff a

re fu

lly

trai

ned

on s

ecur

ity

and

safe

ty

• Re

gula

r use

of

secu

rity

upda

tes

and

info

rmat

ion

man

agem

ent

syst

em•

Ong

oing

ana

lysi

s an

d co

llect

ion

of s

ecur

ity

info

rmat

ion

• D

espi

te th

e m

ilest

one

agre

emen

t bet

wee

n PL

O, t

he A

llian

ce

(Ham

as) a

nd Is

lam

ist

grou

ps, t

he ri

sk o

f on

goin

g di

visi

on in

le

ader

ship

rem

ains

• Th

e si

tuat

ion

in

Ein

El H

ilweh

cam

p re

mai

ns v

olat

ile

• N

o m

ajor

inci

dent

was

re

port

ed•

Secu

rity

upda

tes

are

bein

g pr

ovid

ed

thro

ugh

UN

DSS

up

date

s•

Secu

rity

Offi

cer i

n JF

O

is p

rovi

ding

bi-

wee

kly

pres

enta

tion

to a

lert

se

nior

sta

ff ab

out

inci

dent

s an

d se

curit

y co

ncer

ns

• Fu

rthe

r di

spla

cem

ent/

mov

emen

t of

Pale

stin

e re

fuge

es

from

cam

p an

d ga

ther

ings

• A

rea

staff

rule

s an

d re

gula

tions

for

safe

ty a

nd s

ecur

ity

are

not c

over

ed

by U

N s

ecur

ity

fram

ewor

k•

Det

erio

ratin

g in

fras

truc

ture

m

aint

enan

ce le

ads

to u

nsaf

e w

orki

ng

cond

ition

s

• D

amag

e to

and

lo

ss o

f UN

RWA

as

sets

; vio

latio

ns o

f U

NRW

A P

rivile

ges

and

Imm

uniti

es

unde

r int

erna

tiona

l la

w•

Redu

ced

acce

ss

to b

enefi

ciar

ies,

inst

alla

tions

, cam

ps

and

gath

erin

gs•

Lack

of a

dequ

ate

duty

of c

are

stan

dard

s on

saf

ety

and

secu

rity

• Pa

rtia

l or c

ompl

ete

evac

uatio

n of

in

tern

atio

nal s

taff

• Co

ordi

natio

n w

ith p

artn

ers

and

with

in th

e U

NC

T st

reng

then

ed to

en

sure

flex

ibili

ty in

m

odes

of d

eliv

ery

and

alte

rnat

ive

supp

ly ro

utes

• Co

ordi

natio

n w

ith a

utho

ritie

s;

the

Offi

ce o

f the

Sp

ecia

l Env

oy; a

nd,

as p

ossi

ble,

oth

er

part

ies

cont

rolli

ng

acce

ss

• Cl

ose

coor

dina

tion

with

UN

Sec

urity

M

anag

emen

t Te

am a

nd o

ther

UN

se

curit

y te

ams

• Th

e Se

curit

y In

form

atio

n M

anag

emen

t Sy

stem

(SIM

S) is

fu

lly o

pera

tiona

l in

Syria

. It i

s co

mpl

eted

at

the

Fiel

d O

ffice

le

vel b

y th

e Fi

eld

Secu

rity

and

Risk

M

anag

emen

t. A

ll in

cide

nts

affec

ting

UN

RWA

sta

ff, a

sset

s an

d in

stal

latio

ns

that

are

repo

rted

to

SSD

are

ent

ered

into

SI

MS

as s

oon

as a

cl

ear p

ictu

re o

f the

in

cide

nt is

ava

ilabl

e •

SSA

FE tr

aini

ng is

co

mpu

lsor

y fo

r al

l int

erna

tiona

l st

aff w

orki

ng o

r co

nduc

ting

field

m

issi

ons

in S

yria

. In

addi

tion,

are

a st

aff

are

also

enr

olle

d on

SS

AFE

trai

ning

s sl

ots

in o

rder

to e

nhan

ce

secu

rity

awar

enes

s an

d in

form

dec

isio

n m

akin

g •

The

Fiel

d Se

curit

y Ri

sk M

anag

emen

t te

am c

ondu

cted

se

curit

y as

sess

men

ts

for a

ll fie

ld m

issi

ons

as w

ell a

s ar

eas

that

had

not

bee

n ac

cess

ed fo

r a lo

ng

time

sinc

e th

e be

ginn

ing

of th

e co

nflic

t in

orde

r to

adv

ice

on th

e sa

fety

of s

taff

and

bene

ficia

ries

upon

re

sum

ptio

n of

ac

tiviti

es

• FS

RM c

ontin

ued

to m

onito

r and

up

date

on

the

secu

rity

situ

atio

n in

the

coun

try

in

coop

erat

ion

with

U

ND

SS

• Sa

fety

and

sec

urity

tr

aini

ngs

for

fron

tline

sta

ff ha

ve

been

con

duct

ed•

The

LFO

Co

ntin

genc

y Pl

an

and

the

five

area

pl

ans

have

bee

n up

date

d qu

arte

rly

and

on a

nee

ds

basi

s, es

peci

ally

in

light

of t

he u

nres

t So

me

emer

genc

y su

pplie

s fo

r LFO

(fu

el, f

ood

and

non-

food

item

s) a

nd th

e ar

eas

(fuel

) hav

e be

en p

rocu

red

• LF

O a

lso

part

icip

ated

in

the

annu

al

upda

ting

of th

e H

CT

Cont

inge

ncy

Plan

2019 annual operational report134O

pera

tion

al

• La

ck o

f ade

quat

e hu

man

reso

urce

s/ca

paci

ty•

Sust

aine

d di

srup

tion

and/

or in

adeq

uacy

of

pow

er s

uppl

y•

Acce

ss a

nd

tran

spor

tatio

n ro

utes

to a

reas

co

mpr

omis

ed b

y in

secu

rity

• La

ck o

f ade

quat

e an

d re

liabl

e su

pplie

rs fo

r es

sent

ial s

uppl

ies

and

serv

ices

with

in

Syria

• N

atio

nal b

anki

ng

syst

ems

redu

ced

in c

apac

ity o

r co

llaps

e•

Sust

aine

d di

srup

tion

of

info

rmat

ion,

co

mm

unic

atio

n an

d te

chno

logy

se

rvic

es (I

CT)

• Pr

ocur

emen

t-re

late

d fid

ucia

ry

risks

• Br

each

(rea

l or

perc

eive

d) in

ne

utra

lity

and

staff

co

de o

f con

duct

• D

ispl

acem

ent o

f st

aff fa

mili

es a

nd

dest

ruct

ion

of

hom

es•

Flig

ht o

f tec

hnic

ally

qu

alifi

ed s

taff

from

Sy

ria•

Lack

of r

elia

ble

mar

kets

com

bine

d w

ith c

rippl

ing

impa

ct o

f eco

nom

ic

sanc

tions

• Ex

pand

ing

area

s of

inse

curit

y an

d/or

lim

ited

acce

ss in

Sy

ria•

Lack

of a

dequ

ate

stat

e an

d fin

anci

al

inst

itutio

nal

capa

city

to s

uppo

rt

oper

atio

ns•

Lack

of c

apac

ity

and/

or re

sour

ces

in IC

T su

ppor

t fu

nctio

ns•

Laps

es in

ad

here

nce

to

Agen

cy p

olic

ies

and

proc

edur

es•

Mis

use

of g

oods

or

asse

ts fo

r act

iviti

es

othe

r tha

n th

ose

inte

nded

• In

abili

ty to

resp

ond

adeq

uate

ly a

nd

timel

y to

gro

win

g ne

eds

with

qua

lity

serv

ices

and

as

sist

ance

• Co

nsta

nt fe

elin

g of

inse

curit

y an

d lo

w m

oral

e an

d re

crui

tmen

t ch

alle

nges

• U

nsta

ble

loca

l m

arke

ts u

nder

min

e th

e Ag

ency

’s ab

ility

to

pro

cure

goo

ds

and

serv

ices

loca

lly•

Dis

rupt

ion

to

busi

ness

con

tinui

ty•

Poor

sys

tem

s in

pl

ace

to s

uppo

rt

serv

ice

deliv

ery,

m

anag

emen

t and

ov

ersi

ght a

nd

info

rmed

dec

isio

n-m

akin

g•

UN

RWA

bec

omes

ta

rget

for v

iole

nce;

th

e in

viol

abili

ty o

f Ag

ency

pre

mis

es

is c

ompr

omis

ed

infr

ingi

ng o

n th

e Pr

ivile

ges

and

Imm

uniti

es o

f U

NRW

A u

nder

in

tern

atio

nal l

aw.

• M

aint

ain

emer

genc

y ro

ster

of

inte

rnat

iona

l sta

ff m

embe

rs tr

aine

d an

d pr

epar

ed fo

r de

ploy

men

t to

the

Syria

cris

is re

spon

se•

Mai

ntai

n m

ultip

le

rost

ers

of n

atio

nal

cand

idat

es fo

r al

l em

erge

ncy

func

tions

, allo

win

g ra

pid

recr

uitm

ent i

n ca

se o

f vac

anci

es•

Busi

ness

con

tinui

ty

plan

s in

pla

ce

deal

ing

with

em

erge

ncy

and

cris

is s

ituat

ions

• Es

tabl

ish

cont

inge

ncy

rem

ote

and

dece

ntra

lized

m

anag

emen

t st

ruct

ure

• D

evel

op o

ptio

ns

and

alte

rnat

ive

tran

spor

tatio

n an

d im

port

atio

n ro

utes

• M

aint

ain

dual

pr

ocur

emen

t tr

acks

(loc

al a

nd

inte

rnat

iona

l) •

Pre-

posi

tioni

ng

of c

ore

relie

f ite

ms

in a

ll ar

eas

of o

pera

tions

, al

low

ing

cont

inui

ty

of o

pera

tions

in

case

of a

cces

s cu

ts

• Em

erge

ncy

staff

ro

ster

s re

gula

rly

upda

ted

• Re

gula

r rev

iew

of

busi

ness

con

tinui

ty

plan

•

Perio

dic

revi

ew

of p

rogr

amm

e cr

itica

lity

and

esse

ntia

l sta

ff•

Perio

dic

revi

ew

of p

rocu

rem

ent

cont

ract

s

• D

aily

pai

d w

orke

rs

rem

ain

the

mos

t com

mon

en

gage

men

t m

echa

nism

to fi

ll ex

istin

g va

canc

ies

and

new

func

tions

• SF

O h

as e

mer

genc

y st

aff ro

ster

s in

pla

ce

to e

nabl

e tim

ely

recr

uitm

ent o

f sta

ff

• Th

e LF

O B

usin

ess

Cont

inui

ty p

lan

has

been

upd

ated

on

a qu

arte

rly b

asis

to

det

erm

ine

any

poss

ible

cha

lleng

es

and

shor

tcom

ings

, as

wel

l as

miti

gatio

n m

easu

res

• A

s a

part

of t

he

LFO

and

are

a co

ntin

genc

y pl

an q

uart

erly

re

view

s, th

e lis

ts o

f pr

ogra

mm

e cr

itica

l an

d es

sent

ial s

taff

have

bee

n up

date

d re

gula

rly•

An

emer

genc

y su

pply

of f

uel h

as

been

pro

vide

d to

4 o

ut o

f the

5

area

s (T

yre,

Sai

da,

Trip

oli a

nd B

eqa’

a)

as w

ell a

s LF

O. A

n em

erge

ncy

stoc

k of

fo

od a

nd n

on-fo

od

item

s ha

s al

so b

een

proc

ured

to m

eet

the

need

s of

LFO

st

aff in

the

first

72h

of

an

emer

genc

y

• Fu

ndin

g sh

ortf

alls

do

not a

llow

long

term

co

ntra

cts

and

this

ca

uses

con

tinuo

us

turn

over

am

ong

staff

that

affe

cts

the

com

plet

ion

of d

ay to

da

y ta

sks.

Miti

gatio

n m

easu

res

such

as

the

use

of ro

ster

s ar

e in

pla

ce, h

owev

er

recr

uitm

ent p

roce

sses

ar

e of

ten

leng

thy

and

time

cons

umin

g

• D

urin

g th

e pe

riod

of u

nres

t, fr

om

17 O

ctob

er 2

019

until

the

end

of th

e re

port

ing

year

, LFO

em

ploy

ed th

e w

ork-

from

-hom

e m

odal

ity

on a

nee

ds b

asis

and

en

sure

d th

at s

taff

are

appr

opria

tely

eq

uipp

ed. L

FO

also

cam

e up

w

ith a

ltern

ativ

e op

tions

for t

he

tran

spor

tatio

n of

st

aff to

thei

r pla

ce o

f w

ork

and

esse

ntia

l su

pplie

s to

the

area

s

Soci

o-Po

litic

al

• H

ighe

r ex

pect

atio

ns fr

om

refu

gees

exc

eedi

ng

UN

RWA

cap

acity

• La

ck o

f un

ders

tand

ing

of

UN

RWA

man

date

an

d ca

paci

ty•

Cons

trai

ned

oper

atio

nal

envi

ronm

ent

resu

lting

from

lim

ited

fund

ing

and

lack

of a

cces

s•

Inad

equa

te/

mis

info

rmat

ion

rega

rdin

g U

NRW

A

serv

ice

prov

isio

ns•

Expa

ndin

g ne

eds

as a

resu

lt of

the

prot

ract

ed c

risis

• G

row

ing

adm

inis

trat

ive

burd

en a

s a

resu

lt of

incr

ease

d ap

peal

s/co

mpl

aint

s•

Unf

avou

rabl

e so

cial

m

edia

cov

erag

e•

Expo

sure

of s

taff

to th

reat

s an

d vi

olen

ce•

Inte

rfer

ence

w

ith p

rogr

amm

e de

liver

y•

Dem

onst

ratio

ns

and

prot

ests

• St

reng

then

re

latio

nshi

p w

ith

and

part

icip

atio

n of

com

mun

ity a

nd

IDP

lead

ers

and

com

mitt

ees

• M

aint

ain

dial

ogue

with

all

stak

ehol

ders

•

Impr

ove

com

mun

icat

ion

with

sta

ff,

bene

ficia

ries,

host

co

mm

uniti

es,

dono

rs a

nd

Gov

ernm

ents

•

Activ

e ou

trea

ch

activ

ities

• A

sses

smen

ts a

nd

info

rmal

sur

vey

of

Pale

stin

e re

fuge

es’

satis

fact

ion

• Eff

ectiv

e co

mpl

aint

an

d ap

peal

m

echa

nism

• St

aff re

port

ing

on in

cide

nts

and

com

plai

nts

• U

NRW

A S

yria

pr

oduc

es m

onth

ly

snap

shot

s to

upd

ate

stak

ehol

ders

on

the

fund

ing

rece

ived

, ex

pend

iture

pat

tern

an

d be

nefic

iarie

s re

ache

d. T

his

is

mea

nt to

hig

hlig

ht

the

succ

esse

s an

d ne

eds o

n th

e gr

ound

.•

UN

RWA

con

duct

s re

gula

r mee

tings

w

ith th

e G

ener

al

Adm

inis

trat

ion

for P

ales

tine

Ara

b Re

fuge

es (G

APA

R) to

di

scus

s th

e ne

eds

of

Pale

stin

e re

fuge

es

as w

ell a

s sh

are

the

fund

ing

stat

us. T

his

is

follo

wed

up

thro

ugh

a bi

wee

kly

repo

rt

subm

itted

to G

APA

R as

wel

l as

a qu

arte

rly

repo

rt s

hare

d w

ith

Min

istr

y of

For

eign

A

ffairs

(MO

FA)

• In

201

9, th

e Ac

coun

tabi

lity

to

Affe

cted

Pop

ulat

ions

Pi

lot P

roje

ct in

Le

bano

n w

as ro

lled

out a

cros

s th

e co

untr

y as

a to

ol to

in

crea

se P

ales

tine

refu

gee

enga

gem

ent

H

owev

er, f

undi

ng

dela

ys in

Aug

ust

2019

resu

lted

in th

e po

stpo

nem

ent o

f so

me

activ

ities

•

LFO

intr

oduc

ed n

ew

stan

dard

ope

ratin

g pr

oced

ures

fo

r neu

tral

ity

insp

ectio

ns

• PR

S ar

e co

ntin

uous

ly

appr

oach

ing

UN

RWA

st

aff to

exp

ress

thei

r fr

ustr

atio

n as

a re

sult

of d

ecre

asin

g ca

sh

entit

lem

ents

. An

appe

al m

echa

nism

co

ntin

ue to

be

avai

labl

e to

PRS

•

Soci

al w

orke

rs h

ave

hotli

nes

to fa

cilit

ate

resp

ondi

ng to

PRS

qu

erie

s•

Key

mes

sage

s ar

e be

ing

shar

ed w

ith

rela

ted

staff

bef

ore

cash

dis

trib

utio

ns

and

PRS

are

bein

g in

form

ed th

roug

h SM

S


Ope

rati

onal

•

Lack

of a

dequ

ate

hum

an re

sour

ces/

capa

city

• Su

stai

ned

disr

uptio

n an

d/or

inad

equa

cy o

f po

wer

sup

ply

• Ac

cess

and

tr

ansp

orta

tion

rout

es to

are

as

com

prom

ised

by

inse

curit

y•

Lack

of a

dequ

ate

and

relia

ble

supp

liers

for

esse

ntia

l sup

plie

s an

d se

rvic

es w

ithin

Sy

ria•

Nat

iona

l ban

king

sy

stem

s re

duce

d in

cap

acity

or

colla

pse

• Su

stai

ned

disr

uptio

n of

in

form

atio

n,

com

mun

icat

ion

and

tech

nolo

gy

serv

ices

(IC

T)•

Proc

urem

ent-

rela

ted

fiduc

iary

ris

ks•

Brea

ch (r

eal o

r pe

rcei

ved)

in

neut

ralit

y an

d st

aff

code

of c

ondu

ct

• D

ispl

acem

ent o

f st

aff fa

mili

es a

nd

dest

ruct

ion

of

hom

es•

Flig

ht o

f tec

hnic

ally

qu

alifi

ed s

taff

from

Sy

ria•

Lack

of r

elia

ble

mar

kets

com

bine

d w

ith c

rippl

ing

impa

ct o

f eco

nom

ic

sanc

tions

• Ex

pand

ing

area

s of

inse

curit

y an

d/or

lim

ited

acce

ss in

Sy

ria•

Lack

of a

dequ

ate

stat

e an

d fin

anci

al

inst

itutio

nal

capa

city

to s

uppo

rt

oper

atio

ns•

Lack

of c

apac

ity

and/

or re

sour

ces

in IC

T su

ppor

t fu

nctio

ns•

Laps

es in

ad

here

nce

to

Agen

cy p

olic

ies

and

proc

edur

es•

Mis

use

of g

oods

or

asse

ts fo

r act

iviti

es

othe

r tha

n th

ose

inte

nded

• In

abili

ty to

resp

ond

adeq

uate

ly a

nd

timel

y to

gro

win

g ne

eds

with

qua

lity

serv

ices

and

as

sist

ance

• Co

nsta

nt fe

elin

g of

inse

curit

y an

d lo

w m

oral

e an

d re

crui

tmen

t ch

alle

nges

• U

nsta

ble

loca

l m

arke

ts u

nder

min

e th

e Ag

ency

’s ab

ility

to

pro

cure

goo

ds

and

serv

ices

loca

lly•

Dis

rupt

ion

to

busi

ness

con

tinui

ty•

Poor

sys

tem

s in

pl

ace

to s

uppo

rt

serv

ice

deliv

ery,

m

anag

emen

t and

ov

ersi

ght a

nd

info

rmed

dec

isio

n-m

akin

g•

UN

RWA

bec

omes

ta

rget

for v

iole

nce;

th

e in

viol

abili

ty o

f Ag

ency

pre

mis

es

is c

ompr

omis

ed

infr

ingi

ng o

n th

e Pr

ivile

ges

and

Imm

uniti

es o

f U

NRW

A u

nder

in

tern

atio

nal l

aw.

• M

aint

ain

emer

genc

y ro

ster

of

inte

rnat

iona

l sta

ff m

embe

rs tr

aine

d an

d pr

epar

ed fo

r de

ploy

men

t to

the

Syria

cris

is re

spon

se•

Mai

ntai

n m

ultip

le

rost

ers

of n

atio

nal

cand

idat

es fo

r al

l em

erge

ncy

func

tions

, allo

win

g ra

pid

recr

uitm

ent i

n ca

se o

f vac

anci

es•

Busi

ness

con

tinui

ty

plan

s in

pla

ce

deal

ing

with

em

erge

ncy

and

cris

is s

ituat

ions

• Es

tabl

ish

cont

inge

ncy

rem

ote

and

dece

ntra

lized

m

anag

emen

t st

ruct

ure

• D

evel

op o

ptio

ns

and

alte

rnat

ive

tran

spor

tatio

n an

d im

port

atio

n ro

utes

• M

aint

ain

dual

pr

ocur

emen

t tr

acks

(loc

al a

nd

inte

rnat

iona

l) •

Pre-

posi

tioni

ng

of c

ore

relie

f ite

ms

in a

ll ar

eas

of o

pera

tions

, al

low

ing

cont

inui

ty

of o

pera

tions

in

case

of a

cces

s cu

ts

• Em

erge

ncy

staff

ro

ster

s re

gula

rly

upda

ted

• Re

gula

r rev

iew

of

busi

ness

con

tinui

ty

plan

•

Perio

dic

revi

ew

of p

rogr

amm

e cr

itica

lity

and

esse

ntia

l sta

ff•

Perio

dic

revi

ew

of p

rocu

rem

ent

cont

ract

s

• D

aily

pai

d w

orke

rs

rem

ain

the

mos

t com

mon

en

gage

men

t m

echa

nism

to fi

ll ex

istin

g va

canc

ies

and

new

func

tions

• SF

O h

as e

mer

genc

y st

aff ro

ster

s in

pla

ce

to e

nabl

e tim

ely

recr

uitm

ent o

f sta

ff

• Th

e LF

O B

usin

ess

Cont

inui

ty p

lan

has

been

upd

ated

on

a qu

arte

rly b

asis

to

det

erm

ine

any

poss

ible

cha

lleng

es

and

shor

tcom

ings

, as

wel

l as

miti

gatio

n m

easu

res

• A

s a

part

of t

he

LFO

and

are

a co

ntin

genc

y pl

an q

uart

erly

re

view

s, th

e lis

ts o

f pr

ogra

mm

e cr

itica

l an

d es

sent

ial s

taff

have

bee

n up

date

d re

gula

rly•

An

emer

genc

y su

pply

of f

uel h

as

been

pro

vide

d to

4 o

ut o

f the

5

area

s (T

yre,

Sai

da,

Trip

oli a

nd B

eqa’

a)

as w

ell a

s LF

O. A

n em

erge

ncy

stoc

k of

fo

od a

nd n

on-fo

od

item

s ha

s al

so b

een

proc

ured

to m

eet

the

need

s of

LFO

st

aff in

the

first

72h

of

an

emer

genc

y

• Fu

ndin

g sh

ortf

alls

do

not a

llow

long

term

co

ntra

cts

and

this

ca

uses

con

tinuo

us

turn

over

am

ong

staff

that

affe

cts

the

com

plet

ion

of d

ay to

da

y ta

sks.

Miti

gatio

n m

easu

res

such

as

the

use

of ro

ster

s ar

e in

pla

ce, h

owev

er

recr

uitm

ent p

roce

sses

ar

e of

ten

leng

thy

and

time

cons

umin

g

• D

urin

g th

e pe

riod

of u

nres

t, fr

om

17 O

ctob

er 2

019

until

the

end

of th

e re

port

ing

year

, LFO

em

ploy

ed th

e w

ork-

from

-hom

e m

odal

ity

on a

nee

ds b

asis

and

en

sure

d th

at s

taff

are

appr

opria

tely

eq

uipp

ed. L

FO

also

cam

e up

w

ith a

ltern

ativ

e op

tions

for t

he

tran

spor

tatio

n of

st

aff to

thei

r pla

ce o

f w

ork

and

esse

ntia

l su

pplie

s to

the

area

s

Soci

o-Po

litic

al

• H

ighe

r ex

pect

atio

ns fr

om

refu

gees

exc

eedi

ng

UN

RWA

cap

acity

• La

ck o

f un

ders

tand

ing

of

UN

RWA

man

date

an

d ca

paci

ty•

Cons

trai

ned

oper

atio

nal

envi

ronm

ent

resu

lting

from

lim

ited

fund

ing

and

lack

of a

cces

s•

Inad

equa

te/

mis

info

rmat

ion

rega

rdin

g U

NRW

A

serv

ice

prov

isio

ns•

Expa

ndin

g ne

eds

as a

resu

lt of

the

prot

ract

ed c

risis

• G

row

ing

adm

inis

trat

ive

burd

en a

s a

resu

lt of

incr

ease

d ap

peal

s/co

mpl

aint

s•

Unf

avou

rabl

e so

cial

m

edia

cov

erag

e•

Expo

sure

of s

taff

to th

reat

s an

d vi

olen

ce•

Inte

rfer

ence

w

ith p

rogr

amm

e de

liver

y•

Dem

onst

ratio

ns

and

prot

ests

• St

reng

then

re

latio

nshi

p w

ith

and

part

icip

atio

n of

com

mun

ity a

nd

IDP

lead

ers

and

com

mitt

ees

• M

aint

ain

dial

ogue

with

all

stak

ehol

ders

•

Impr

ove

com

mun

icat

ion

with

sta

ff,

bene

ficia

ries,

host

co

mm

uniti

es,

dono

rs a

nd

Gov

ernm

ents

•

Activ

e ou

trea

ch

activ

ities

• A

sses

smen

ts a

nd

info

rmal

sur

vey

of

Pale

stin

e re

fuge

es’

satis

fact

ion

• Eff

ectiv

e co

mpl

aint

an

d ap

peal

m

echa

nism

• St

aff re

port

ing

on in

cide

nts

and

com

plai

nts

• U

NRW

A S

yria

pr

oduc

es m

onth

ly

snap

shot

s to

upd

ate

stak

ehol

ders

on

the

fund

ing

rece

ived

, ex

pend

iture

pat

tern

an

d be

nefic

iarie

s re

ache

d. T

his

is

mea

nt to

hig

hlig

ht

the

succ

esse

s an

d ne

eds o

n th

e gr

ound

.•

UN

RWA

con

duct

s re

gula

r mee

tings

w

ith th

e G

ener

al

Adm

inis

trat

ion

for P

ales

tine

Ara

b Re

fuge

es (G

APA

R) to

di

scus

s th

e ne

eds

of

Pale

stin

e re

fuge

es

as w

ell a

s sh

are

the

fund

ing

stat

us. T

his

is

follo

wed

up

thro

ugh

a bi

wee

kly

repo

rt

subm

itted

to G

APA

R as

wel

l as

a qu

arte

rly

repo

rt s

hare

d w

ith

Min

istr

y of

For

eign

A

ffairs

(MO

FA)

• In

201

9, th

e Ac

coun

tabi

lity

to

Affe

cted

Pop

ulat

ions

Pi

lot P

roje

ct in

Le

bano

n w

as ro

lled

out a

cros

s th

e co

untr

y as

a to

ol to

in

crea

se P

ales

tine

refu

gee

enga

gem

ent

H

owev

er, f

undi

ng

dela

ys in

Aug

ust

2019

resu

lted

in th

e po

stpo

nem

ent o

f so

me

activ

ities

•

LFO

intr

oduc

ed n

ew

stan

dard

ope

ratin

g pr

oced

ures

fo

r neu

tral

ity

insp

ectio

ns

• PR

S ar

e co

ntin

uous

ly

appr

oach

ing

UN

RWA

st

aff to

exp

ress

thei

r fr

ustr

atio

n as

a re

sult

of d

ecre

asin

g ca

sh

entit

lem

ents

. An

appe

al m

echa

nism

co

ntin

ue to

be

avai

labl

e to

PRS

•

Soci

al w

orke

rs h

ave

hotli

nes

to fa

cilit

ate

resp

ondi

ng to

PRS

qu

erie

s•

Key

mes

sage

s ar

e be

ing

shar

ed w

ith

rela

ted

staff

bef

ore

cash

dis

trib

utio

ns

and

PRS

are

bein

g in

form

ed th

roug

h SM

S


Coor

dina

tion

with

G

APA

R on

the

resp

onse

to ra

pid

emer

genc

ies a

nd

othe

r pro

gram

mat

ic

chan

ges w

as

mai

ntai

ned

• U

NRW

A w

orks

clo

sely

w

ith th

e co

mm

unity

in

thei

r pla

ces o

f re

side

nce

thro

ugh

com

mitt

ees s

uch

as

Pare

nts a

nd Te

ache

rs

Asso

ciat

ion

to h

elp

in

the

man

agem

ent o

f sc

hool

s•

UN

RWA

has

a

com

mun

icat

ion

depa

rtm

ent,

whi

ch p

rodu

ces

com

mun

icat

ion

mat

eria

l for

diff

eren

t au

dien

ces i

n th

e fo

rm o

f vid

eos a

nd

sum

mar

ies.

UN

RWA

co

llect

s con

sent

fo

rms b

efor

e ta

king

an

y pi

ctur

es o

f re

fuge

es•

Bene

ficia

ries

rece

ive

SMS

from

de

part

men

ts su

ch

as th

e Em

erge

ncy

Ope

ratio

ns S

uppo

rt

Team

to in

form

th

em a

bout

the

time

for c

ash

and

food

dis

trib

utio

ns a

s w

ell a

s the

dur

atio

n of

eac

h as

sist

ance

ro

und

•

UN

RWA

SFO

ha

s a c

ompl

aint

m

echa

nism

in

plac

e an

d a

hotli

ne

for b

enefi

ciar

ies

to re

gist

er th

eir

com

plai

nts

• Th

e Le

bane

se

auth

oriti

es h

ave

cont

inue

d to

del

ay

the

issu

ance

of

perm

its fo

r ent

erin

g co

nstr

uctio

n m

ater

ials

into

the

cam

ps. L

FO li

aise

s w

ith d

onor

s an

d ot

her p

artn

ers

to

join

tly a

ddre

ss

this

issu

e w

ith th

e Le

bane

se a

utho

ritie

s


Annex 5: oPt Emergency Appeal results framework

Gaza Sector-Specific InterventionsStrategic Priority 1: crisis-affected Palestine refugee households facing acute shocks have increased economic access to foodEmergency Food AssistanceOutcome: The severity of refugee food insecurity is tempered

Outcome/ Output Indicator Actual Target

Refugee households living in poverty meet their most basic food requirements

Number of refugees living beneath the abject-poverty line of US1.74$ per day who received emergency food assistance

604,193(300,826 female, 303,367

male)

620,310(308,812 female,

311,498 male)

Number of refugees living between the abject-poverty line of US$1.74 per person per day and the absolute-poverty line of US$ 3.87 per person per day who receive emergency food assistance

349,405(173,654 female,

175,751 male)

397,454(198,027 female,

199,427 male)

Percentage of caloric needs for the abject poor that are met through food distributions 79.76% 80%

Percentage of caloric needs for the absolute poor that are met through food distributions 42.95% 43%

Emergency Cash-for-WorkOutcome: The severity of refugee food insecurity is tempered

Palestine refugees earn wages to cover their basic food needs

Number of workdays generated 1,230,992 1,133,808

Number of full-time equivalents created 4,274 3,973

Number of refugees benefiting from short-term CfW

13,572(5,286 female, 8,286 male)

11,082(6,649 female,

4,433 male)

Total value provided to CfW beneficiaries US$ 16,805,925 US$ 13,512,854

Strategic Priority 2: Palestine refugees maintain access to critical services and are protected from the most severe impacts of hostilities and violenceEmergency HealthOutcome: Crisis-affected refugees enjoy their right to healthCrisis-affected refugees have access to secondary and tertiary health care

Number of poor refugees receiving secondary or tertiary health care

4,134(2,728 female, 1,406 male) 3,500

Crisis-affected refugees have access to primary health care

Number of injured GMR cases provided with lifesaving medicines 178 925179 750180

Number of physiotherapy sessions provided at UNRWA health centres 6,396 3,960

Crisis-affected refugee students receive medical support

Percentage of students who receive support as a result of in-depth medical assessments 96.33% 100%

Education in EmergenciesOutcome: The effects of the blockade, poverty and violence are countered through a supportive learning environment where refugee students can realize their potential

Refugee students with additional learning needs in Arabic and mathematics are supported

Number of support teachers hired to facilitate students’ education in Arabic and mathematics

585 (555 female, 30 male)

1,000 (400 female,

600 male)

Number of children supported by additional learning in Arabic and mathematics

68,007 (32,648 girls, 35,359 boys)

68,007(32,648 female,

35,359 male)

Refugee students are provided with learning tools

Number of Palestine refugee students provided with educational materials (back-to-school kits, psychosocial support/recreational kits, stationery) each semester

0181

278,938(134,965 female,

143,973 male)


Mental Health and Psychosocial SupportOutcome: The psychosocial well-being of Palestine refugees is enhanced

UNRWA students and parents receive psychosocial support

Number of students receiving life skills support123,251 students(67,842 female,

55,409 male)

24,471 (13,100 female, 11,371

male)

Number of students receiving group counselling

6,866(3,647 female,

3,219 male)

5,768 (2,884 female, 2,884 male)

Number of students receiving individual counselling

11,057(5,182 female,

5,875 male)

5,665 (2,832 female, 2,833 male)

Number of parents receiving parent awareness sessions

34,196( 28,348 female,

5,848 male)

8,000 (4000 female, 4000 male)

Families and communities receive psychosocial support

Number of adults receiving group interventions

2,583(1,983 female,

600 male)

1,050 (1,020 female, 30 male)

Number of adults receiving individual counselling

6,407(4,354 female,

2,053 male)

34,300 (2,700 female, 600 male)

Number of women attending psychosocial education sessions 14,806 10,000

ProtectionOutcome: The protection of Palestine refugees’ human rights is enhanced

Vulnerabilities are mitigated and the most acute protection needs are effectively addressed

Number of vulnerable refugees, including children, women and persons with disabilities, provided with targeted support to address situations of exploitation, and abuse and neglect

0182 500

Front-line staff have capacity to identify and respond to protection needs

Number of staff members trained on protection

276(198 female, 78 male) 800

Delegations and key international stakeholders are fully aware of the impact of the protracted humanitarian crisis in Gaza and its implications for the protection of Palestine refugees

Number of briefings and reports on the humanitarian and protection context provided to key international stakeholders, including delegations

79 50

Emergency Water and SanitationOutcome: A critical deterioration in refugee health is avoided through emergency water and sanitation interventions

The functioning of essential UNRWA WASH facilities is supported.

Number of critical WASH facilities supported 9 9

Percentage of identified repairs to damaged and degraded water and wastewater networks in camps carried out

0 100%

Exposure of refugees to vector-borne diseases is reduced

Number of identified mosquito-breeding sites cleared 0 3

Tons of waste removed from unofficial dumping sites 70,800 60,000


West Bank Sector-Specific InterventionsStrategic Priority 1: crisis-affected palestine refugee households facing acute shocks have increased economic access to foodEmergency Food AssistanceOutcome: The severity of refugee food insecurity is tempered

Outcome/ Output Indicator Actual TargetFood-insecure refugeehouseholds are provided with the means and knowledge to meet their most basic food requirements.

Number of individuals benefiting from joint WFP-UNRWA food distributions for vulnerable Bedouin and herder communities in Area C

37,000 37,000

Emergency PreparednessOutcome: Reduced losses in lives and in the social, economic and environmental assets of refugee communities

Abject poor refugees receive emergency cash assistance to cover their basic needs.

Number of abject poor refugee households in the West Bank (in rural, urban areas and in the 19 camps) receiving cash assistance through the e-card modality

3,610 3,620

Number of abject poor refugee individuals in the West Bank (in rural, urban areas and in the 19 camps) receiving cash assistance through the e-card modality

25,578(12,451 female, 13,127

male)

23,782(11,479 female,

12,303 male)

Total value disbursed as cash to abject poor refugee households US$ 3,543,169 US$ 3,329,536

Strategic Priority 2: Palestine refugees maintain access to critical services and are protected from the most severe impacts of hostilities and violenceProtectionOutcome: Refugees receive enhanced protection from the immediate and most serious effects of occupation related policies, practices and hostilities, respect for IHL and IHRL is promoted, and abuses are mitigated.

Enhanced systematic follow-up of authorities responsible for alleged IHL violations.

Percentage of UNRWA advocacy interventions on protection issues that prompt concrete action from the relevant authorities

44% 20%

Percentage of documented incidents for which UNRWA obtains informed consent that are presented to the relevant authorities

95% 65%

Delegations are better informed to advocate on the protracted crisis affecting refugees.


176 85

The risk of forced displacement of vulnerable communities is reduced and their coping capacities are increased.

Percentage of vulnerable refugee households impacted by protection threats who re-establish the physical safety and security of their residence after receiving emergency cash assistance

42% 50%

Percentage of refugee households affected by demolitions/evictions who re-establish stable accommodation at the cessation of interventions183

71% 50%


Gaza, West Bank & HeadquartersStrategic Priority 3: Effective management and coordination of the emergency responseCoordination, Safety, Security and ManagementOutcome: The emergency response, as funded, is effectively implemented and managed

Outcome/ Output Indicator Actual Target

The response, as funded, is effectively implemented and managed

Mid-year EA progress report issued within a set period of time after the end of the reporting period

120 120 days

Draft annual EA report issued within a set period of time after the end of the reporting period

96 120 days

Number of times EA implementation is reviewed within the context of mid-year and annual results reviews

2 2

Emergency PreparednessOutcome: Reduced losses in lives and in the social, economic and environmental assets of refugee communities

The Agency has adequate response capacity to address protracted crises and sudden-onset emergencies.

Number of staff trained in emergency preparedness and response 1,026 1,026 (Gaza)

Number of staff trained in early recovery 0 342 (Gaza)

Number of refugee households covered by available emergency stocks

110 refugee households(West Bank)


Neutrality (Gaza)Outcome: Agency neutrality and integrity is safeguarded

Inspections and training are carried out to safeguard neutrality



490(253 female, 237 male) 500 184

Percentage of noted neutrality breaches followed up 72% 185 100%

Neutrality (West Bank)Outcome: Agency neutrality and integrity is safeguarded

Inspections and training are carried out to safeguard neutrality.



30 500

Percentage of noted neutrality breaches followed up N/A 100%


Even

tCo

nseq

uenc

esM

itig

atio

n / C

opin

g M

echa

nism

sM

onit

orin

gSt

atus

Upd

ate

Gaz

a W

est B

ank

Haz

ards

• Es

cala

ted

confl

ict i

n G

aza

and

the

Wes

t Ban

k (lo

cal a

nd

regi

onal

in o

rigin

) lea

ding

to

incr

ease

d hu

man

itaria

n vu

lner

abili

ty a

nd p

ossi

ble

inte

rrup

tions

to U

NRW

A

serv

ices

/ass

ista

nce

• Es

cala

tion

and

incr

ease

in

IHL

and

IHRL

vio

latio

ns

affec

ting

Pale

stin

e re

fuge

es

and

refu

gee

cam

ps•

Inab

ility

of t

he P

A

Gov

ernm

ent t

o pr

ovid

e sa

larie

s to

civ

il se

rvan

ts, w

ith

subs

eque

nt s

ecur

ity a

nd

serv

ice

deliv

ery

impl

icat

ions

• In

crea

sed

hum

anita

rian

need

s am

ong

Pale

stin

e re

fuge

es•

Incr

ease

in p

rote

ctio

n is

sues

, vio

latio

ns o

f IH

L/IH

RL, f

atal

ities

, inj

urie

s an

d pe

ople

det

aine

d du

e to

law

en

forc

emen

t ope

ratio

ns o

r ar

med

con

flict

• Ti

ghte

ned

rest

rictio

ns in

the

mov

emen

t of p

eopl

e, g

oods

an

d se

rvic

es in

and

out

of

the

Gaz

a St

rip a

nd a

cces

s re

stric

tions

in th

e W

est B

ank

incl

udin

g Ea

st Je

rusa

lem

• G

aza

Fiel

d O

ffice

(GFO

an

d th

e W

est B

ank

Fiel

d O

ffice

(WBF

O) c

ontin

ue to

st

reng

then

thei

r em

erge

ncy

and

rapi

d re

spon

se c

apac

ity

thro

ugh

the

revi

ew a

nd

impr

ovem

ent o

f rel

evan

t sy

stem

s. A

thor

ough

ly

revi

ewed

em

erge

ncy

resp

onse

man

ual a

nd re

late

d SO

Ps w

ill s

tren

gthe

n G

FO-

inte

grat

ed m

anag

emen

t an

d co

ordi

natio

n du

ring

the

emer

genc

y ph

ase

• U

NRW

A c

an a

cces

s ex

istin

g lo

gist

ical

and

ad

min

istr

ativ

e ca

paci

ties

durin

g em

erge

ncie

s, th

ereb

y, p

rovi

ding

a s

urge

ca

paci

ty m

echa

nism

dur

ing

a cr

isis

• GFO

and

WBF

O h

ave

min

imum

-pre

pare

dnes

s st

eps

in p

lace

, suc

h as

up

date

d em

erge

ncy

supp

ly

lists

, crit

ical

/ess

entia

l sta

ff lis

ts a

nd th

e ab

ility

to u

tiliz

e th

e Ag

ency

’s em

erge

ncy

staff

rost

er•

UN

RWA

coo

rdin

ates

with

U

nite

d N

atio

ns C

ount

ry

Team

(UN

CT)

/Uni

ted

Nat

ions

D

epar

tmen

t of S

ecur

ity a

nd

Safe

ty (U

ND

SS) t

o en

sure

m

axim

um c

over

age

and

effici

ency

. Bot

h G

FO a

nd

WBF

O a

ctiv

ely

part

icip

ate

in

inte

r-ag

ency

sim

ulat

ions

and

em

erge

ncy

prep

ared

ness

/re

spon

se w

orks

hops

• Cl

ose

mon

itorin

g of

the

polit

ical

env

ironm

ent,

tren

ds

anal

ysis

, pro

tect

ion

inci

dent

s an

d ea

rly id

entifi

catio

n of

fa

ctor

s th

at c

an tr

igge

r an

esca

latio

n•

Regu

lar u

se o

f the

Sec

urity

In

form

atio

n M

anag

emen

t Sy

stem

(SIM

S), i

nclu

ding

on

goin

g co

llect

ion

and

coor

dina

tion

of s

ecur

ity d

ata

thro

ugh

the

UN

Sec

urity

M

anag

emen

t Tea

m a

nd U

N

Secu

rity

Cell

• D

aily

med

ia re

view

s

• Th

e G

reat

Mar

ch o

f Ret

urn

dem

onst

ratio

ns c

ontin

ued

at v

aryi

ng in

tens

ity, h

owev

er

the

gene

ral l

evel

of v

iole

nce

and

asso

ciat

ed n

umbe

r of

dem

onst

ratio

n-re

late

d ca

sual

ties

decr

ease

d as

par

t of

a fr

agile

and

uno

ffici

al

ceas

efire

dea

l in

2019

•

Thre

e se

rious

esc

alat

ions

of

host

ilitie

s ha

ve ta

ken

plac

e si

nce

the

begi

nnin

g of

the

year

. Uno

ffici

al c

ease

fire

arra

ngem

ents

rem

ain

high

ly

frag

ile•

Reco

ncili

atio

n ta

lks

have

la

rgel

y co

llaps

ed, f

urth

er

wor

seni

ng th

e po

litic

al

impa

sse

and

cont

ribut

ing

to s

ervi

ce d

eliv

ery

cris

is

and

dete

riora

ting

soci

o-ec

onom

ic c

ondi

tions

on

the

grou

nd•

Sala

ries

of P

A c

ivil

serv

ants

re

duce

d to

app

roxi

mat

ely

40 p

er c

ent i

n 20

19 a

long

w

ith re

duct

ions

in s

ocia

l as

sist

ance

• Th

e av

erag

e nu

mbe

r of

sett

ler a

ttac

ks re

sulti

ng

in P

ales

tinia

n ca

sual

ties

or p

rope

rty

dam

age

has

witn

esse

d a

15%

incr

ease

in

2019

as

com

pare

d to

201

8 (O

CHA

), w

hile

the

num

ber o

f Pa

lest

inia

ns d

ispl

aced

due

to

dem

oliti

ons

alm

ost d

oubl

ed

(914

in 2

019

agai

nst 4

69 in

20

18 -O

CHA

). Th

is s

ituat

ion

requ

ired

incr

ease

d w

ork

from

the

cris

is in

terv

entio

n un

it an

d th

e Pr

otec

tion

and

Neu

tral

ity d

epar

tmen

t•

The

finan

cial

con

stra

ints

of

the

PA a

ffect

ed th

e de

liver

y of

ess

entia

l ser

vice

s, es

peci

ally

in th

e he

alth

se

ctor

, im

pact

ing

the

mos

t vu

lner

able

fam

ilies

•

UN

RWA

con

tinue

s to

pr

ovid

e su

ppor

t to

the

mos

t vul

nera

ble

thro

ugh

its

emer

genc

y ca

sh p

roje

ct

Ann

ex 6

: Sta

tus

upda

ted

oPt E

A ri

sk re

gist

er


The

UN

RWA

Dep

artm

ent

of S

ecur

ity a

nd R

isk

Man

agem

ent w

orks

with

U

ND

SS to

clo

sely

and

co

ntin

uous

ly m

onito

r th

e po

litic

al a

nd s

ecur

ity

situ

atio

n to

allo

w, w

here

po

ssib

le, p

re-e

mpt

ive

plan

ning

for e

scal

atio

ns•

Secu

rity

brie

fings

for

inco

min

g st

aff s

uppo

rt

cond

uct a

nd b

ehav

iour

th

at re

duce

risk

, bot

h to

the

indi

vidu

al a

nd to

the

Agen

cy

Stra

tegi

c •

Inad

equa

te fu

ndin

g le

vel t

o m

eet r

isin

g ne

eds

• Th

e su

spen

sion

of p

eace

ta

lks,

if su

stai

ned,

cou

ld le

ad

dono

rs to

reco

nsid

er th

eir

long

-ter

m c

omm

itmen

t

• Se

rvic

e de

liver

y to

refu

gees

in

terr

upte

d an

d/or

ser

vice

is

not

del

iver

ed to

mos

t vu

lner

able

ben

efici

arie

s•

Not

mee

ting

expe

cted

resu

lts

due

to re

duct

ion

in d

onor

as

sist

ance

• N

egat

ive

impa

ct o

n pu

blic

pe

rcep

tions

of U

NRW

A•

Thre

ats

to s

taff/

serv

ice

deliv

ery

• M

ore

effec

tive

reso

urce

m

obili

zatio

n an

d ad

voca

cy

• Re

gula

r brie

fings

to d

onor

s•

Com

mun

ity o

utre

ach/

com

mun

icat

ion

• Re

sour

ce ra

tiona

lizat

ion

• Co

ntin

genc

y pl

anni

ng

• En

gage

men

t with

th

e D

epar

tmen

t of

Exte

rnal

Rel

atio

ns a

nd

Com

mun

icat

ions

(ERC

D) t

o tr

ack

inco

me/

pled

ges

• En

gage

men

t with

ERC

D to

di

vers

ify d

onor

s an

d do

nor

inco

me

to th

e EA

• M

onito

ring

of s

ervi

ce

inte

rrup

tions

and

refu

gee

satis

fact

ion

and

reac

tions

• Fo

llow

ing

the

unpr

eced

ente

d fin

anci

al

cris

is fa

ced

by th

e Ag

ency

th

at c

ontin

ued

in 2

019,

U

NRW

A s

ucce

eded

in

impl

emen

ting

core

and

pr

iorit

ized

em

erge

ncy

inte

rven

tions

in G

aza

adju

sted

to a

con

stra

ined

bu

dget

• Si

gnifi

cant

redu

ctio

ns

in E

A fu

ndin

g pr

ompt

ed

the

Agen

cy to

revi

ew a

nd

prio

ritiz

e in

terv

entio

ns in

20

19•

Effor

ts to

sta

biliz

e em

erge

ncy

oper

atio

ns w

ere

only

pos

sibl

e th

roug

h a

CERF

gra

nt a

nd lo

an, a

nd

addi

tiona

l con

trib

utio

ns a

nd

adva

nces

from

oth

er d

onor

s in

clud

ing

the

Agen

cy’s

prog

ram

me

budg

et•

Due

to c

ritic

al u

nder

fund

ing

of E

A in

201

9, p

riorit

ized

in

terv

entio

ns c

ontin

ued

to

incl

ude

food

ass

ista

nce,

CfW

an

d M

HPS

S

• Fu

ndin

g co

ntin

ued

to b

e lim

ited

for t

he W

est B

ank,

aff

ectin

g em

erge

ncy

serv

ices

. How

ever

, the

re

wer

e no

add

ition

al c

uts

in 2

019

in e

mer

genc

y in

terv

entio

ns a

fter

the

ones

pl

anne

d in

201

8, a

lthou

gh

staffi

ng w

as re

duce

d

united nations relief and works agency for palestine refugees in the near east 143•

Effor

ts s

tart

ed in

201

9 to

refin

e an

d m

oder

nize

po

vert

y as

sess

men

ts,

alig

n be

tter

with

tool

s an

d sy

stem

s us

ed b

y au

thor

ities

an

d ot

her a

genc

ies,

and

focu

s on

thos

e m

ost i

n ne

ed. A

s of

the

last

qua

rter

of

201

9, h

ome

visi

ts fo

r the

cu

rren

t pov

erty

ass

essm

ent

surv

ey a

nd a

ssum

ptio

n of

ne

w c

asel

oad

for p

over

ty

asse

ssm

ent w

ere

susp

ende

d pa

rtic

ular

ly u

nder

un

pred

icta

ble

finan

cial

ci

rcum

stan

ces

Ope

rati

onal

•

Empl

oyee

dis

satis

fact

ion

as a

resu

lt of

per

ceiv

ed

(or a

ctua

l) em

erge

ncy

prog

ram

me

cutb

acks

, as

wel

l as

dis

satis

fact

ion

tow

ards

em

ploy

men

t con

ditio

ns

• In

dust

rial a

ctio

n re

sulti

ng

in in

terr

uptio

n of

ser

vice

de

liver

y•

Mis

use

of m

ater

ials

and

as

sets

• U

NRW

A H

Q a

nd fi

eld

office

m

anag

emen

t hav

e re

gula

r m

eetin

gs w

ith th

e A

rea

Staff

U

nion

s to

dis

cuss

spe

cific

is

sues

of s

taff

conc

ern

• In

cas

e of

indu

stria

l act

ion,

w

ithin

48

hour

s, bo

th o

ffice

s ar

e ca

pabl

e of

relo

catin

g to

rem

ote

loca

tions

with

ne

cess

ary

supp

ort

• Re

gula

r upd

ates

with

st

akeh

olde

rs (s

taff

and

inst

itutio

nal p

artn

ers)

ar

e pr

ovid

ed to

ens

ure

unde

rsta

ndin

g of

refo

rms

and

stru

ctur

al re

orga

niza

tion

requ

irem

ents

• Th

roug

h co

nsul

tatio

ns

betw

een

supe

rvis

ors,

supe

rvis

ees

and

Hum

an

Reso

urce

s re

pres

enta

tives

, co

nstr

uctiv

e st

aff d

ialo

gue

is

prom

oted

• Ac

cess

to a

nd u

se o

f sta

ff po

rtal

and

soc

ial m

edia

pl

atfo

rms

for G

FO a

nd W

BFO

st

aff a

s a

tool

for e

ffect

ive

com

mun

icat

ion

with

sta

ff

• M

onito

ring/

docu

men

ting

of

key

issu

es to

the

unio

n an

d of

uni

on m

essa

ging

• U

pdat

es to

don

ors

on k

ey

deve

lopm

ents

affe

ctin

g Ag

ency

ope

ratio

ns•

Perio

dic

revi

ew o

f bus

ines

s co

ntin

uity

pla

ns

• Re

gula

r int

erac

tion

and

com

mun

icat

ion

with

the

Com

mis

sion

er-G

ener

al a

nd

Exec

utiv

e O

ffice

sta

ff•

Regu

lar u

pdat

es th

roug

h co

mm

unic

atio

n w

ith F

ield

O

ffice

man

agem

ent

• Pe

riodi

c m

onito

ring

and

revi

ew o

f sta

ff su

rvey

resu

lts

• Th

e Ag

ency

con

tinue

d to

mai

ntai

n re

gula

r co

mm

unic

atio

n w

ith s

taff

on

chan

ges

to E

A p

rogr

amm

ing

• Pa

rt-t

ime

staff

wer

e re

turn

ed

to fu

ll-tim

e co

ntra

cts

as o

f 1

May

unt

il th

e en

d of

201

9•

Mee

tings

with

don

ors

and

med

ia a

t var

ious

leve

ls

have

bee

n co

nduc

ted

to

upda

te a

nd b

rief o

n th

e fu

ndin

g si

tuat

ion

rega

rdin

g th

e EA

and

impl

icat

ions

on

prog

ram

min

g

• Co

ntin

uous

dia

logu

e w

ith

empl

oyee

s w

as m

aint

aine

d to

gua

rant

ee tr

ansp

aren

cy

and

mak

e su

re e

mpl

oyee

s w

ere

awar

e of

the

curr

ent

situ

atio

n. T

here

was

no

indu

stria

l act

ion

resu

lting

in

inte

rrup

tion

of s

ervi

ce

deliv

ery

in th

e re

port

ing

perio

d

2019 annual operational report144Fi

nanc

ial

• Fi

duci

ary

risks

in o

pera

tiona

l im

plem

enta

tion

• D

onor

s re

duce

thei

r co

ntrib

utio

ns•

Fina

ncia

l via

bilit

y of

pro

ject

s/pr

ogra

mm

es c

ompr

omis

ed•

Dis

satis

fact

ion

amon

g be

nefic

iarie

s tow

ards

UN

RWA

du

e to

neg

ativ

e pe

rcep

tion

of U

NRW

A o

pera

tions

and

po

tent

ial c

uts

• M

aint

ain

up-t

o-da

te

reso

urce

man

agem

ent

prac

tices

, par

ticul

arly

th

e im

plem

enta

tion

of a

co

mpr

ehen

sive

Ent

erpr

ise

Reso

urce

Pla

nnin

g sy

stem

• Co

nduc

t reg

ular

and

pe

riodi

c tr

aini

ng in

pr

ocur

emen

t and

fina

ncia

l po

licie

s, pr

oced

ures

an

d gu

idel

ines

for s

taff

invo

lved

in e

xpen

ditu

re a

nd

proc

urem

ent p

roce

sses

• U

NRW

A s

yste

ms

are

mon

itore

d an

d au

dite

d to

iden

tify

and

corr

ect

oper

atio

nal a

nd fi

nanc

ial

risks

• Co

ntin

ued

bila

tera

l and

ad

-hoc

eng

agem

ent w

ith

dono

rs b

y ER

CD to

ela

bora

te

on th

e ne

cess

ity o

f and

be

nefit

s as

soci

ated

with

co

ntin

ued

finan

cial

sup

port

• M

onth

ly m

eetin

gs in

GFO

an

d W

BFO

with

Pro

ject

s O

ffice

, EA

Fin

ance

Uni

t, D

irect

or a

nd D

eput

y D

irect

ors

to v

iew

tren

ds,

cons

ider

cha

lleng

es a

nd

iden

tify

solu

tions

• Q

uart

erly

resu

lts-b

ased

m

onito

ring

(RBM

) of

the

effec

tiven

ess

of th

e im

plem

enta

tion

of E

A

prog

ram

mes

and

tim

ely

corr

ectio

ns u

nder

take

n if

devi

atio

n fr

om b

udge

t and

pl

an is

det

ecte

d•

In c

onsu

ltatio

n w

ith E

RCD

, pe

riodi

c co

mm

unic

atio

n w

ith th

e do

nor c

omm

unity

on

the

stat

us o

f fun

ding

and

cr

itica

l nee

ds

• In

ligh

t of f

undi

ng

redu

ctio

ns, s

teps

hav

e be

en

take

n to

mob

ilize

pro

ject

fu

ndin

g an

d to

brid

ge

finan

cing

gap

s th

roug

h ot

her a

rran

gem

ents

and

ad

vanc

es fr

om U

NRW

A

prog

ram

me

budg

et,

incr

easi

ng e

xpos

ure

of th

e Ag

ency

to fi

nanc

ial r

isk

• Cl

ose

mon

itorin

g of

fina

ncia

l pl

anni

ng, i

mpl

emen

tatio

n of

pro

gram

mes

as

wel

l as

expe

nditu

re p

lans

• U

NRW

A m

anag

ed to

co

ntin

ue to

ope

rate

and

m

aint

ain

serv

ices

with

lim

ited

budg

et a

vaila

ble

Soci

opol

itic

al•

Real

or p

erce

ived

bre

ach

of U

NRW

A n

eutr

ality

as

a hu

man

itaria

n ac

tor

• Be

nefic

iary

exp

ecta

tions

go

unm

et d

ue to

a p

erce

ived

(o

r act

ual)

decr

ease

in

hum

anita

rian

assi

stan

ce

• D

eath

or i

njur

y of

refu

gees

ac

cess

ing

serv

ices

/UN

RWA

st

aff•

Don

ors

redu

ce fi

nanc

ial

supp

ort

• Re

puta

tion

of U

NRW

A a

s a

non-

neut

ral a

ctor

cre

ates

m

istr

ust a

mon

g pa

rtne

rs a

nd

bene

ficia

ries

• In

curs

ions

in U

NRW

A

inst

alla

tions

cre

ate

gene

ral

inse

curit

y in

the

refu

gee

com

mun

ity•

Uns

tabl

e/un

favo

rabl

e co

mm

unity

rela

tions

hips

• O

bstr

uctio

n of

ser

vice

de

liver

y fo

r the

ben

efici

arie

s•

Expo

sure

of U

NRW

A s

taff

to

thre

ats

and

com

prom

isin

g si

tuat

ions

• In

the

case

of a

neu

tral

ity

brea

ch in

an

UN

RWA

in

stal

latio

n by

third

par

ties

(e.g

. inc

ursi

ons)

, GFO

and

W

BFO

hav

e re

port

ing

proc

edur

es in

pla

ce

Inci

dent

s ar

e pr

otes

ted

in w

ritin

g to

rele

vant

in

terlo

cuto

rs•

Cont

rols

are

in p

lace

to

prot

ect a

gain

st th

e m

isus

e of

U

NRW

A a

sset

s fo

r crim

inal

, po

litic

al o

r sec

urity

act

ivity

to

ens

ure

all e

quip

men

t is

pre

sent

and

acc

ount

ed

for.

In a

dditi

on, t

he c

ar lo

g sy

stem

pro

tect

s ag

ains

t th

eft/

mis

use

of A

genc

y ve

hicl

es

• Tr

acki

ng a

nd a

naly

sis

of

neut

ralit

y vi

olat

ions

in

UN

RWA

inst

alla

tions

• A

n up

date

d re

cord

of

staff

mem

bers

trai

ned

on

hum

anita

rian

prin

cipl

es,

incl

udin

g ne

utra

lity,

is k

ept.

• M

edia

ana

lysi

s an

d fo

llow

-up

• Re

gula

r don

or c

onta

ct•

Resu

lts o

f int

erna

l sur

veys

an

d ev

alua

tions

from

non

-U

NRW

A s

ourc

es•

Staff

exp

ecta

tions

reco

rded

as

par

t of a

ppea

l pro

gram

me

desi

gn•

Med

ia a

naly

sis

• SI

MS

repo

rtin

g on

inci

dent

s an

d co

mpl

aint

s

• N

o no

tabl

e in

cide

nts

wer

e re

cord

ed; t

he P

rote

ctio

n an

d N

eutr

ality

Team

mon

itore

d ne

utra

lity

of in

stal

latio

ns

and

follo

wed

up

on

viol

atio

ns a

nd c

ondu

cted

tr

aini

ng o

n hu

man

itaria

n pr

inci

ples

, inc

ludi

ng

neut

ralit

y, fo

r sta

ff•

Susp

ensi

on o

f tra

nsiti

onal

sh

elte

r cas

h as

sist

ance

co

ntin

ued

in 2

019

due

to

fund

ing

cons

trai

nts,

and

bene

ficia

ry d

issa

tisfa

ctio

n an

d pr

otes

t at i

nsta

llatio

n-le

vel c

ontin

ued;

•

UN

RWA

revi

site

d th

e m

odal

ity fo

r coo

pera

tion

with

CBO

s an

d in

trod

uced

s

ome

chan

ges

such

as

• Re

gula

r alle

gatio

ns o

f pe

rcei

ved

lack

of n

eutr

ality

of

UN

RWA

con

tinue

to

be re

port

ed in

med

ia. A

ll lis

ted

miti

gatio

n m

easu

res

on n

eutr

ality

are

take

n,

so a

s to

reas

sure

don

ors

and

part

ners

on

UN

RWA

ne

utra

lity

• Co

ntin

uous

dia

logu

e is

mai

ntai

ned

with

the

com

mun

ity o

n th

e cu

rren

t si

tuat

ion

of U

NRW

A s

o as

to re

spon

d to

unm

et

expe

ctat

ions

and

mak

e su

re b

enefi

ciar

ies

are

wel

l in

form

ed


Mis

trus

t tow

ards

UN

RWA

am

ong

Pale

stin

e re

fuge

es

who

do

not r

ecei

ve th

e ex

pect

ed s

uppo

rt

• St

aff o

utre

ach

thro

ugh

com

mun

icat

ions

, ann

ual/

bian

nual

pre

sent

atio

ns a

nd

wor

ksho

ps o

n ne

utra

lity/

acce

ss/p

rote

ctio

n •

Prop

er in

duct

ions

are

pr

ovid

ed fo

r new

ly-

hire

d st

aff th

at in

clud

es

trai

ning

on

UN

priv

ilege

s an

d im

mun

ities

and

hu

man

itaria

n pr

inci

ples

, in

clud

ing

neut

ralit

y•

Alle

gatio

ns c

once

rnin

g ne

utra

lity

brea

ches

are

in

vest

igat

ed a

nd d

isci

plin

ary

actio

n is

eng

aged

whe

re th

e fa

cts

war

rant

• In

terv

entio

ns w

ith k

ey

inte

rlocu

tors

, som

etim

es

join

tly w

ith o

ther

UN

ag

enci

es•

Upd

ate

and

impl

emen

t co

mm

unic

atio

n pl

ans

that

in

clud

e re

gula

r mee

tings

w

ith b

enefi

ciar

ies,

GFO

and

W

BFO

Are

a St

aff U

nion

s, Ca

mp

Serv

ice

Com

mitt

ees

and

the

Pale

stin

ian

Auth

ority

(P

A)

• Se

ek fe

edba

ck a

nd

addr

ess

stak

ehol

der

conc

erns

and

impr

ove

tran

spar

ency

thro

ugh

stro

nger

com

mun

ity-le

vel

enga

gem

ent

d

isco

ntin

uatio

n of

a

prol

onge

d Cf

W m

odal

ity

This

was

met

with

di

ssat

isfa

ctio

n fr

om C

BO

wor

kers

and

a n

umbe

r of

prot

ests

at i

nsta

llatio

n-le

vel t

ook

plac

e. U

NRW

A

desi

gned

a tr

ansi

tiona

l pl

an to

regu

lariz

e th

e co

oper

atio

n w

ith C

BOs

and

ensu

re q

ualit

y of

ser

vice

s pr

ovid

ed to

Pal

estin

e re

fuge

es th

roug

h CB

Os


WBF

O o

pera

tes

a ho

tline

to

ena

ble

refu

gees

to

enqu

ire a

bout

thei

r pov

erty

st

atus

and

elig

ibili

ty fo

r em

erge

ncy

inte

rven

tions

, in

par

ticul

ar in

rela

tion

to

food

sec

urity

ass

ista

nce.

Thi

s ha

s im

prov

ed tr

ansp

aren

cy

and

has

redu

ced

frus

trat

ion,

es

peci

ally

at t

he c

amp

leve

l It

also

lim

its th

e ex

tent

to

whi

ch c

amp

serv

ice

office

rs

and

othe

r fro

nt-li

ne s

taff

are

expo

sed

to/d

eal w

ith

com

plai

nts

rega

rdin

g em

erge

ncy

assi

stan

ce

• Th

e G

FO M

onito

ring

and

Eval

uatio

n U

nit c

ondu

cts

inde

pend

ent b

enefi

ciar

y sa

tisfa

ctio

n su

rvey

s th

at

both

incr

ease

man

agem

ent

awar

enes

s of

are

as o

f di

scon

tent

am

ong

targ

et

grou

ps a

nd im

prov

es

effec

tiven

ess

and

targ

etin

g•

The

GFO

and

WBF

O

mai

ntai

ns re

gula

r con

tact

w

ith b

enefi

ciar

ies,

expl

aini

ng

thei

r ser

vice

acc

ess

right

s, as

w

ell a

s th

e re

ason

s fo

r any

cu

ts im

plem

ente

d•

The

GFO

-ref

orm

ed P

AS

enab

les

the

Fiel

d O

ffice

to

refin

e its

pov

erty

-tar

getin

g m

echa

nism

to id

entif

y G

aza’s

poo

rest

and

mos

t m

argi

naliz

ed fa

mili

es. T

he

new

pov

erty

ass

essm

ent

syst

em is

mor

e ra

pid,

ac

cura

te a

nd fa

ir an

d in

clud

es a

robu

st a

ppea

l m

echa

nism

• In

form

atio

n co

llect

ed fr

om

bene

ficia

ries

is fe

d ba

ck to

se

nior

man

agem

ent i

n or

der

that

thei

r exp

ecta

tions

can

be

pos

itive

ly m

anag

ed


The

UN

RWA

You

Tube

ch

anne

l is

utili

zed

thro

ugh

DU

O/C

G/D

CG p

rogr

amm

es

on b

road

issu

es a

nd

answ

erin

g br

oade

r qu

estio

ns fr

om re

fuge

es•

GFO

com

mun

icat

ions

has

de

dica

ted

com

mun

icat

ion

with

com

mun

ities

/out

reac

h st

ream

to e

nsur

e be

tter

flow

of

two-

way

dia

logu

e w

ith

refu

gees

• Fi

eld

secu

rity

man

agem

ent

and

mon

itorin

g is

ens

ured

th

roug

h co

ordi

natio

n w

ith

the

Secu

rity

Offi

cer a

nd li

nks

with

UN

DSS

• G

FO in

crea

sed

outr

each

eff

orts

thro

ugh

Com

mun

icat

ions

with

Co

mm

uniti

es (C

wC)

that

pr

ovid

es re

fuge

es g

reat

er

acce

ss to

info

rmat

ion

on

UN

RWA

act

iviti

es, s

ervi

ce

acce

ss ri

ghts

and

ratio

nale

of

dis

trib

utio

n of

ava

ilabl

e fu

nds,

whi

le a

lso

ensu

ring

refu

gees

’ voi

ces

are

hear

d an

d ta

ken

into

acc

ount

in

deci

sion

-mak

ing

proc

esse

s re

late

d to

the

prov

isio

n of

hu

man

itaria

n se

rvic

es•

GFO

regu

lar m

eetin

gs

with

Pal

estin

ian

Refu

gee

Com

mitt

ees


Even

tCo

nseq

uenc

esM

itig

atio

n / C

opin

g M

echa

nism

sM

onit

orin

gSt

atus

upd

ate

Soci

opol

itic

al•

Rest

rictio

ns im

pose

d by

Isra

eli

auth

oriti

es o

n ac

cess

for U

NRW

A

supp

lies

to G

aza

• Im

plem

enta

tion

of U

NRW

A p

roje

cts

is s

igni

fican

tly d

elay

ed o

r is

ceas

ed

due

to li

mite

d eq

uipm

ent a

nd

supp

lies

• P

rocu

rem

ent,

coor

dina

tion

and

logi

stic

s pr

oces

ses

are

flexi

ble

and

quic

kly

adap

ted

to in

crea

sed

impo

rt b

arrie

rs in

ord

er to

m

inim

ize

the

impa

ct o

f del

ays

of

com

mod

ities

•

Tim

elin

es fo

r pro

cure

men

t pr

oces

ses

and

deliv

ery

take

into

co

nsid

erat

ion

unfo

rese

en d

elay

s in

or

der t

o m

inim

ize

final

del

iver

y an

d di

strib

utio

n de

lays

• W

hene

ver n

eces

sary

, UN

RWA

un

dert

akes

ste

ps th

at s

ee th

e Is

rael

i aut

horit

ies

allo

w u

nhin

dere

d hu

man

itaria

n re

lief i

nto

Gaz

a•

Supp

ort i

s so

ught

from

the

inte

rnat

iona

l com

mun

ity a

nd

dono

rs to

use

thei

r pos

ition

in

advo

catin

g fo

r the

unh

inde

red

acce

ss o

f hum

anita

rian

assi

stan

ce

into

Gaz

a•

As

part

of p

repa

redn

ess

and

busi

ness

con

tinui

ty p

lann

ing,

en

sure

that

pre

dete

rmin

ed s

tock

le

vels

of e

ssen

tial i

tem

s ar

e m

aint

aine

d

• Cl

ear e

xter

nal r

epor

ting

on th

e im

pact

of a

cces

s ba

rrie

rs o

n pr

ogra

mm

e de

liver

y•

Regu

lar c

omm

unic

atio

n w

ith th

e Is

rael

i aut

horit

ies

• A

naly

sis

of in

cide

nts

and

tren

ds•

Mon

itorin

g th

e en

viro

nmen

t to

iden

tify

even

ts th

at c

ould

resu

lt in

m

ore

rest

rictio

ns o

n th

e m

ovem

ent

of g

oods

bet

wee

n G

aza

and

Isra

el•

Mon

itorin

g of

the

med

ia a

nd

dial

ogue

with

loca

l eco

nom

ic

acto

rs

• O

ccas

iona

l tem

pora

ry d

elay

s in

im

port

ing

supp

lies

to G

aza

due

to

inci

dent

s of

esc

alat

ion

of v

iole

nce

• In

crea

sing

ly re

stric

tive

appr

oach

by

Isra

eli a

utho

ritie

s w

ith re

gard

to

gran

ting

perm

its fo

r UN

/UN

RWA

Pa

lest

inia

n st

aff. T

he A

genc

y co

ntin

ues

to e

ngag

e th

e Is

rael

i au

thor

ities

in c

oord

inat

ion

with

ot

her a

ctor

s•

Rest

ricte

d en

try

and

exit

at th

e Ra

fah

bord

er c

ross

ing

with

Egy

pt

• Po

litic

al in

terf

eren

ce in

UN

RWA

ac

tiviti

es•

Del

ays

in th

e im

plem

enta

tion

of a

ctiv

ities

, with

pos

sibl

e ca

ncel

latio

ns

• Th

e hu

man

itaria

n pu

rpos

e an

d ne

utra

lity

of U

NRW

A in

terv

entio

ns

are

high

light

ed to

sta

keho

lder

s•

Ope

n co

mm

unic

atio

n ch

anne

ls

with

sta

keho

lder

s w

ho a

dvoc

ate

for t

he A

genc

y’s

hum

anita

rian

man

date

• Cl

ose

obse

rvan

ce o

f and

con

stan

t re

min

ders

pro

vide

d on

the

UN

RWA

m

anda

te a

nd s

cope

of w

ork

• Re

port

ing

mec

hani

sms

from

all

prog

ram

mes

and

inst

alla

tions

to

info

rm o

n in

cide

nts

of in

terf

eren

ce

by G

over

nmen

t rep

rese

ntat

ives

on

UN

RWA

act

iviti

es

• Re

cord

and

ens

ure

anal

ysis

of

inci

dent

s•

Mai

ntai

n re

gula

r con

tact

s w

ith k

ey

stak

ehol

ders

, inc

ludi

ng d

onor

s•

Dep

endi

ng o

n th

e ca

se, a

nd if

re

quire

d, c

omm

unic

ate

publ

icly

• N

o no

tabl

e in

cide

nt w

as re

port

ed

Risk

s Sp

ecifi

c to

GFO


Brie

fings

and

indu

ctio

ns w

ith n

ew

staff

and

regu

lar r

evie

w/r

emin

ders

w

ith a

ll st

aff o

n th

e hu

man

itaria

n pu

rpos

e of

UN

RWA

inte

rven

tions

• W

orse

ning

of t

he p

oliti

cal d

ivid

e•

Poss

ible

esc

alat

ion

of v

iole

nce

and

confl

ict i

n G

aza

due

to in

crea

sed

inte

rnal

div

isio

n•

Furt

her t

ight

enin

g of

rest

rictio

ns

in th

e m

ovem

ent o

f peo

ple,

goo

ds

and

serv

ices

in a

nd o

ut o

f the

Gaz

a St

rip•

Det

erio

ratio

n of

soc

io-e

cono

mic

co

nditi

ons

amon

g re

fuge

es in

Gaz

a re

sulti

ng in

incr

ease

d pr

essu

re o

n U

NRW

A a

nd h

uman

itaria

n ac

tors

• In

coo

rdin

atio

n w

ith U

ND

SS,

clos

ely

mon

itor t

he p

oliti

cal a

nd

secu

rity

situ

atio

n to

str

engt

hen

cont

inge

ncy

plan

ning

and

whe

re

poss

ible

allo

w p

re-e

mpt

ive

plan

ning

for e

scal

atio

ns•

Cont

inue

d co

ordi

natio

n w

ith U

nite

d N

atio

ns C

ount

ry

Team

(UN

CT)

/Uni

ted

Nat

ions

D

epar

tmen

t of S

ecur

ity a

nd S

afet

y (U

ND

SS) t

o en

sure

max

imum

co

vera

ge a

nd e

ffici

ency

•

UN

RWA

can

acc

ess

exis

ting

logi

stic

al a

nd a

dmin

istr

ativ

e ca

paci

ties

durin

g em

erge

ncie

s, th

ereb

y pr

ovid

ing

a su

rge

capa

city

m

echa

nism

dur

ing

a cr

isis

• Co

llabo

rate

with

oth

er

hum

anita

rian

part

ners

in

mon

itorin

g of

the

polit

ical

en

viro

nmen

t and

ear

ly

iden

tifica

tion

of fa

ctor

s th

at c

an

trig

ger a

n es

cala

tion

• Re

gula

r use

of t

he S

ecur

ity

Info

rmat

ion

Man

agem

ent

Syst

em (S

IMS)

, inc

ludi

ng o

ngoi

ng

colle

ctio

n an

d co

ordi

natio

n of

se

curit

y da

ta th

roug

h th

e U

N

Secu

rity

Man

agem

ent T

eam

•

Dai

ly m

edia

revi

ews

• Li

mite

d ec

onom

ic a

ctiv

ity in

G

aza

as w

ell a

s th

e de

liver

y an

d av

aila

bilit

y of

ess

entia

l ser

vice

s ar

e ha

mpe

red

by th

e eff

ects

of t

he

cont

inue

d in

ner-

Pale

stin

ian

divi

de

Key

step

s to

war

ds im

plem

entin

g th

e si

gned

land

mar

k re

conc

iliat

ion

deal

bet

wee

n th

e Fa

tah

and

Ham

as

fact

ions

faile

d to

mat

eria

lize

in

2019

. How

ever

, an

agre

emen

t w

as re

ache

d am

ong

Pale

stin

ian

fact

ions

to h

old

parli

amen

tary

and

pr

esid

entia

l ele

ctio

ns in

202

0•

Thre

e Pa

lest

inia

n po

licem

en w

ere

kille

d an

d th

ree

pede

stria

ns in

jure

d in

two

sepa

rate

sui

cide

exp

losi

ons

targ

etin

g po

lice

chec

kpoi

nts

in

Augu

st, 2

019

Envi

ronm

enta

l •

Wor

seni

ng o

f env

ironm

enta

l pr

oble

ms

due

to th

e en

ergy

cris

is•

Wat

er c

risis

bec

omes

irre

vers

ible

(G

aza

2020

)•

Step

s ta

ken

by in

tern

atio

nal a

ctor

s do

not

equ

ally

ben

efit r

efug

ees

• Fa

mili

es u

se m

akes

hift

pow

er

solu

tions

that

put

them

at r

isk

• Ra

w s

ewag

e co

nvey

ed to

M

edite

rran

ean

Sea

• In

crea

sed

focu

s an

d in

vest

men

t on

env

ironm

enta

lly s

usta

inab

le

solu

tions

(e.g

. des

alin

atio

n pl

ants

, so

lar p

anel

s an

d ha

rves

ting

stor

m

wat

er)

• Pr

even

tion

mea

sure

s, su

ch a

s th

ose

to c

ount

er fl

oodi

ng•

Advo

cacy

and

eng

agem

ent o

f loc

al

and

inte

rnat

iona

l sta

keho

lder

s on

so

lutio

ns a

roun

d th

e cr

isis

• U

NRW

A in

tern

al in

stal

latio

n re

port

• In

form

atio

n pr

ovid

ed b

y ot

her

hum

anita

rian

acto

rs

• W

hile

ele

ctric

ity a

vaila

bilit

y im

prov

ed a

s of

Oct

ober

201

8 fr

om

prev

ious

ly 7

-5 h

ours

per

day

to

appr

oxim

atel

y 15

-10

hour

s pe

r da

y in

201

9, a

cces

s to

cle

an w

ater

re

mai

ns a

t cris

is le

vel a

nd to

geth

er

with

ele

ctric

ity ra

tioni

ng c

ontin

ues

to im

pact

nea

rly e

very

asp

ect o

f life


Even

t Co

nseq

uenc

esM

itig

atio

n/Co

ping

Mec

hani

sms

Mon

itor

ing

Stat

us u

pdat

e Pr

ogra

mm

atic

• Fu

rthe

r eco

nom

ic d

eter

iora

tion

in th

e W

est B

ank,

incl

udin

g Ea

st Je

rusa

lem

and

dec

line

in

purc

hasi

ng p

ower

due

to h

igh

unem

ploy

men

t rat

es a

nd ri

sing

fo

od p

rices

in g

loba

l and

loca

l m

arke

ts•

Incr

ease

d IH

L an

d IH

RL v

iola

tions

aff

ectin

g Pa

lest

ine

refu

gees

and

re

fuge

e ca

mps

• Fi

duci

ary

risks

in o

pera

tiona

l im

plem

enta

tion

• In

crea

sed

food

inse

curit

y an

d po

vert

y am

ong

Pale

stin

e re

fuge

es•

Diffi

culti

es in

mee

ting

hum

anita

rian

need

s du

e to

less

pu

rcha

sing

pow

er, d

ecre

asin

g fu

nds

and

grow

ing

num

bers

in

need

• In

crea

sed

prot

ectio

n th

reat

s, hu

man

itaria

n ne

ed a

nd re

lianc

e on

hu

man

itaria

n as

sist

ance

• In

crea

sed

tens

ion

and

frus

trat

ion

of re

fuge

es in

the

Wes

t Ban

k,

incl

udin

g Ea

st Je

rusa

lem

in th

e ev

ent o

f ser

vice

cut

s

Stra

tegy

dev

elop

ed/b

eing

im

plem

ente

d to

mov

e be

nefic

iarie

s fr

om d

epen

denc

e on

aid

tow

ards

ec

onom

ic e

mpo

wer

men

t thr

ough

m

ore

sust

aina

ble

prog

ram

min

g an

d an

em

phas

is o

n liv

elih

oods

an

d se

lf-re

lianc

e•

In 2

018

the

Agen

cy h

as re

asse

ssed

its

em

erge

ncy

case

load

, to

mak

e su

re th

at e

mer

genc

y se

rvic

es

prov

ided

are

pro

vide

d to

the

mos

t vu

lner

able

. Im

prov

ed ta

rget

ing

capa

city

and

impr

ovem

ent o

f pr

oxy-

mea

ns te

stin

g da

ta fo

r foo

d-in

secu

re/v

ulne

rabl

e ho

useh

olds

, en

surin

g th

e m

ost v

ulne

rabl

e ar

e pr

iorit

ized

• Th

e Ag

ency

has

mai

ntai

ned

inte

rnat

iona

l pro

tect

ion

and

neut

ralit

y st

aff in

its

prot

ectio

n de

part

men

t to

ensu

re c

ontin

uous

m

onito

ring,

repo

rtin

g an

d ad

voca

cy, e

spec

ially

in c

ivil/

mili

tary

coo

rdin

atio

n an

d pr

ivat

e di

plom

acy

with

Isra

eli a

utho

ritie

s on

the

grou

nd

• Q

uart

erly

mon

itorin

g of

eac

h pr

ojec

t/pr

ogra

mm

e th

roug

h th

e U

NRW

A R

BM s

yste

m•

Econ

omic

, hou

seho

ld a

nd la

bour

m

arke

t ana

lysi

s co

nduc

ted

by

UN

RWA

or o

ther

act

ors

• Fo

llow

ing

tren

ds a

nd d

iscu

ssio

ns

thro

ugh

activ

e pa

rtic

ipat

ion

of

WBF

O in

the

Food

Sec

urity

Sec

tor

and

Food

Sec

urity

Ana

lysi

s U

nit

• In

tern

al b

i-wee

kly

prot

ectio

n re

port

ing

and

tren

ds a

naly

sis

on

rele

vant

inci

dent

s

• Th

e Pa

lest

inia

n ec

onom

y co

ntin

ued

to s

tagn

ate

in 2

019,

with

ver

y lim

ited

grow

th. U

nem

ploy

men

t le

vels

rem

aine

d ve

ry h

igh

(13%

in

Q4

2019

- PC

BS).

Emer

genc

y ca

sh a

ssis

tanc

e w

as p

rovi

ded

to th

e m

ost v

ulne

rabl

e (a

fter

re

asse

ssm

ent o

f the

em

erge

ncy

case

load

in 2

018)

• Th

e w

ork

of th

e Cr

isis

Inte

rven

tion

Uni

t and

Pro

tect

ion

and

Neu

tral

ity

Dep

artm

ent h

as b

een

mai

ntai

ned

to m

onito

r and

resp

ond

to

incr

ease

d IH

L an

d IH

RL v

iola

tions

(s

ettle

r vio

lenc

e, d

emol

ition

s an

d se

curit

y op

erat

ions

)•

Ther

e w

ere

no a

dditi

onal

cut

s in

ser

vice

del

iver

y un

der t

he E

A

in 2

019.

Fru

stra

tions

of r

efug

ees

follo

win

g th

e 20

18 c

uts

rem

aine

d hi

gh

• Fa

ilure

to re

spon

d to

the

need

s of

refu

gees

to im

prov

e th

eir

cond

ition

s / f

urth

er b

uild

thei

r re

silie

nce

• Li

mite

d im

pact

of U

NRW

A s

ervi

ces

on th

e im

med

iate

nee

ds o

f Pa

lest

ine

refu

gees

and

lim

ited

cont

ribut

ion

to re

silie

nce

• U

NRW

A Q

uart

erly

Man

agem

ent

Revi

ews

and

sem

i-ann

ual

Resu

lts R

evie

ws

are

in p

lace

to

perio

dica

lly m

onito

r pro

gram

me

impl

emen

tatio

n pr

ogre

ss

• Q

uart

erly

mon

itorin

g of

eac

h pr

ojec

t/pr

ogra

mm

e th

roug

h th

e U

NRW

A R

BM s

yste

m

• Re

view

thro

ugh

EA re

port

ing

mec

hani

sms

• Q

uart

erly

mon

itorin

g of

eac

h pr

ojec

t/pr

ogra

mm

e is

con

duct

ed

unde

r the

RBM

to m

ake

sure

U

NRW

A re

spon

ds to

the

need

s of

refu

gees

to im

prov

e th

eir

cond

ition

s/fu

rthe

r bui

ld th

eir

resi

lienc

e

• Pr

actic

es o

f and

rule

s im

pose

d by

th

e Is

rael

i aut

horit

ies

rela

ted

to

the

occu

patio

n aff

ect t

he a

bilit

y of

U

NRW

A to

effe

ctiv

ely

impl

emen

t em

erge

ncy

prog

ram

min

g in

Are

a C,

incl

udin

g in

clo

sed

mili

tary

are

as

• D

isru

ptio

ns in

pro

gram

mes

and

se

rvic

e pr

ovis

ion

/ the

abi

lity

of

UN

RWA

sta

ff to

del

iver

ser

vice

s•

Obs

truc

tion

of d

onor

-fund

ed

stru

ctur

es in

Are

a C

due

to th

e la

ck

of b

uild

ing

perm

its

• W

BFO

liai

ses

with

the

Isra

eli

auth

oriti

es o

n ac

cess

/pro

tect

ion

issu

es th

roug

h in

tern

atio

nal

prot

ectio

n an

d ne

utra

lity

office

rs.

In s

ome

inst

ance

s, is

sues

are

rais

ed

at th

e le

vel o

f the

UN

RWA

DCG

or

CG

with

Isra

eli c

ount

erpa

rts,

at ti

mes

join

tly w

ith o

ther

UN

ag

enci

es

• D

aily

acc

ess

mon

itorin

g th

roug

h th

e U

NRW

A R

adio

Roo

m•

Doc

umen

tatio

n an

d re

port

ing

of

acce

ss in

cide

nts

• M

onito

ring

and

follo

w-u

p th

roug

h th

e In

tern

atio

nal P

rote

ctio

n W

orki

ng G

roup

and

inte

r-ag

ency

fo

rum

s, e.

g. U

NC

T

• Ac

cess

rest

rictio

ns c

ontin

ued

to b

e an

impo

rtan

t iss

ue, a

s w

ell a

s in

crea

sed

rest

rictio

ns in

co

nstr

uctio

n pe

rmits

in a

rea

C.

Cont

inuo

us li

aiso

n is

mai

ntai

ned

thro

ugh

the

Prot

ectio

n an

d N

eutr

ality

Dep

artm

ent.

Whe

n ne

cess

ary,

issu

es a

re ra

ised

at

Risk

s Sp

ecifi

c to

WBF

O


Even

t Co

nseq

uenc

esM

itig

atio

n/Co

ping

Mec

hani

sms

Mon

itor

ing

Stat

us u

pdat

e Pr

ogra

mm

atic

• Fu

rthe

r eco

nom

ic d

eter

iora

tion

in th

e W

est B

ank,

incl

udin

g Ea

st Je

rusa

lem

and

dec

line

in

purc

hasi

ng p

ower

due

to h

igh

unem

ploy

men

t rat

es a

nd ri

sing

fo

od p

rices

in g

loba

l and

loca

l m

arke

ts•

Incr

ease

d IH

L an

d IH

RL v

iola

tions

aff

ectin

g Pa

lest

ine

refu

gees

and

re

fuge

e ca

mps

• Fi

duci

ary

risks

in o

pera

tiona

l im

plem

enta

tion

• In

crea

sed

food

inse

curit

y an

d po

vert

y am

ong

Pale

stin

e re

fuge

es•

Diffi

culti

es in

mee

ting

hum

anita

rian

need

s du

e to

less

pu

rcha

sing

pow

er, d

ecre

asin

g fu

nds

and

grow

ing

num

bers

in

need

• In

crea

sed

prot

ectio

n th

reat

s, hu

man

itaria

n ne

ed a

nd re

lianc

e on

hu

man

itaria

n as

sist

ance

• In

crea

sed

tens

ion

and

frus

trat

ion

of re

fuge

es in

the

Wes

t Ban

k,

incl

udin

g Ea

st Je

rusa

lem

in th

e ev

ent o

f ser

vice

cut

s

Stra

tegy

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elop

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eing

im

plem

ente

d to

mov

e be

nefic

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s fr

om d

epen

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e on

aid

tow

ards

ec

onom

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mpo

wer

men

t thr

ough

m

ore

sust

aina

ble

prog

ram

min

g an

d an

em

phas

is o

n liv

elih

oods

an

d se

lf-re

lianc

e•

In 2

018

the

Agen

cy h

as re

asse

ssed

its

em

erge

ncy

case

load

, to

mak

e su

re th

at e

mer

genc

y se

rvic

es

prov

ided

are

pro

vide

d to

the

mos

t vu

lner

able

. Im

prov

ed ta

rget

ing

capa

city

and

impr

ovem

ent o

f pr

oxy-

mea

ns te

stin

g da

ta fo

r foo

d-in

secu

re/v

ulne

rabl

e ho

useh

olds

, en

surin

g th

e m

ost v

ulne

rabl

e ar

e pr

iorit

ized

• Th

e Ag

ency

has

mai

ntai

ned

inte

rnat

iona

l pro

tect

ion

and

neut

ralit

y st

aff in

its

prot

ectio

n de

part

men

t to

ensu

re c

ontin

uous

m

onito

ring,

repo

rtin

g an

d ad

voca

cy, e

spec

ially

in c

ivil/

mili

tary

coo

rdin

atio

n an

d pr

ivat

e di

plom

acy

with

Isra

eli a

utho

ritie

s on

the

grou

nd

• Q

uart

erly

mon

itorin

g of

eac

h pr

ojec

t/pr

ogra

mm

e th

roug

h th

e U

NRW

A R

BM s

yste

m•

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omic

, hou

seho

ld a

nd la

bour

m

arke

t ana

lysi

s co

nduc

ted

by

UN

RWA

or o

ther

act

ors

• Fo

llow

ing

tren

ds a

nd d

iscu

ssio

ns

thro

ugh

activ

e pa

rtic

ipat

ion

of

WBF

O in

the

Food

Sec

urity

Sec

tor

and

Food

Sec

urity

Ana

lysi

s U

nit

• In

tern

al b

i-wee

kly

prot

ectio

n re

port

ing

and

tren

ds a

naly

sis

on

rele

vant

inci

dent

s

• Th

e Pa

lest

inia

n ec

onom

y co

ntin

ued

to s

tagn

ate

in 2

019,

with

ver

y lim

ited

grow

th. U

nem

ploy

men

t le

vels

rem

aine

d ve

ry h

igh

(13%

in

Q4

2019

- PC

BS).

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genc

y ca

sh a

ssis

tanc

e w

as p

rovi

ded

to th

e m

ost v

ulne

rabl

e (a

fter

re

asse

ssm

ent o

f the

em

erge

ncy

case

load

in 2

018)

• Th

e w

ork

of th

e Cr

isis

Inte

rven

tion

Uni

t and

Pro

tect

ion

and

Neu

tral

ity

Dep

artm

ent h

as b

een

mai

ntai

ned

to m

onito

r and

resp

ond

to

incr

ease

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L an

d IH

RL v

iola

tions

(s

ettle

r vio

lenc

e, d

emol

ition

s an

d se

curit

y op

erat

ions

)•

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e w

ere

no a

dditi

onal

cut

s in

ser

vice

del

iver

y un

der t

he E

A

in 2

019.

Fru

stra

tions

of r

efug

ees

follo

win

g th

e 20

18 c

uts

rem

aine

d hi

gh

• Fa

ilure

to re

spon

d to

the

need

s of

refu

gees

to im

prov

e th

eir

cond

ition

s / f

urth

er b

uild

thei

r re

silie

nce

• Li

mite

d im

pact

of U

NRW

A s

ervi

ces

on th

e im

med

iate

nee

ds o

f Pa

lest

ine

refu

gees

and

lim

ited

cont

ribut

ion

to re

silie

nce

• U

NRW

A Q

uart

erly

Man

agem

ent

Revi

ews

and

sem

i-ann

ual

Resu

lts R

evie

ws

are

in p

lace

to

perio

dica

lly m

onito

r pro

gram

me

impl

emen

tatio

n pr

ogre

ss

• Q

uart

erly

mon

itorin

g of

eac

h pr

ojec

t/pr

ogra

mm

e th

roug

h th

e U

NRW

A R

BM s

yste

m

• Re

view

thro

ugh

EA re

port

ing

mec

hani

sms

• Q

uart

erly

mon

itorin

g of

eac

h pr

ojec

t/pr

ogra

mm

e is

con

duct

ed

unde

r the

RBM

to m

ake

sure

U

NRW

A re

spon

ds to

the

need

s of

refu

gees

to im

prov

e th

eir

cond

ition

s/fu

rthe

r bui

ld th

eir

resi

lienc

e

• Pr

actic

es o

f and

rule

s im

pose

d by

th

e Is

rael

i aut

horit

ies

rela

ted

to

the

occu

patio

n aff

ect t

he a

bilit

y of

U

NRW

A to

effe

ctiv

ely

impl

emen

t em

erge

ncy

prog

ram

min

g in

Are

a C,

incl

udin

g in

clo

sed

mili

tary

are

as

• D

isru

ptio

ns in

pro

gram

mes

and

se

rvic

e pr

ovis

ion

/ the

abi

lity

of

UN

RWA

sta

ff to

del

iver

ser

vice

s•

Obs

truc

tion

of d

onor

-fund

ed

stru

ctur

es in

Are

a C

due

to th

e la

ck

of b

uild

ing

perm

its

• W

BFO

liai

ses

with

the

Isra

eli

auth

oriti

es o

n ac

cess

/pro

tect

ion

issu

es th

roug

h in

tern

atio

nal

prot

ectio

n an

d ne

utra

lity

office

rs.

In s

ome

inst

ance

s, is

sues

are

rais

ed

at th

e le

vel o

f the

UN

RWA

DCG

or

CG

with

Isra

eli c

ount

erpa

rts,

at ti

mes

join

tly w

ith o

ther

UN

ag

enci

es

• D

aily

acc

ess

mon

itorin

g th

roug

h th

e U

NRW

A R

adio

Roo

m•

Doc

umen

tatio

n an

d re

port

ing

of

acce

ss in

cide

nts

• M

onito

ring

and

follo

w-u

p th

roug

h th

e In

tern

atio

nal P

rote

ctio

n W

orki

ng G

roup

and

inte

r-ag

ency

fo

rum

s, e.

g. U

NC

T

• Ac

cess

rest

rictio

ns c

ontin

ued

to b

e an

impo

rtan

t iss

ue, a

s w

ell a

s in

crea

sed

rest

rictio

ns in

co

nstr

uctio

n pe

rmits

in a

rea

C.

Cont

inuo

us li

aiso

n is

mai

ntai

ned

thro

ugh

the

Prot

ectio

n an

d N

eutr

ality

Dep

artm

ent.

Whe

n ne

cess

ary,

issu

es a

re ra

ised

at

• Po

litic

al te

nsio

ns a

nd d

ialo

gue

are

affec

ted

due

to th

e ne

gativ

e pe

rcep

tion

of a

per

ceiv

ed o

r act

ual

redu

ctio

n in

UN

RWA

ser

vice

s

• Sp

ecifi

c pr

ogra

mm

e te

ams

impl

emen

t act

iviti

es in

Are

a C,

in

clud

ing

in c

lose

d m

ilita

ry a

reas

, on

a re

gula

r bas

is a

nd e

nsur

e m

onito

ring

and

feed

back

loop

s.•

UN

RWA

has

ado

pted

the

Hum

anita

rian

Coun

try

Team

Are

a C

Fram

ewor

k Po

licy

• H

eadq

uart

ers

leve

l or j

oint

ly w

ith

othe

r UN

age

ncie

s•

UN

RWA

par

ticip

ated

with

oth

er

UN

Age

ncie

s in

the

deve

lopm

ent

of a

mul

ti-ye

ar E

duca

tion

Cann

ot

Wai

t pro

gram

me

resp

ondi

ng to

ed

ucat

ion

need

s of

chi

ldre

n in

Are

a C,

Eas

t Jer

usal

em a

nd H

ebro

n


Annex 7: 2019 Statistics Bulletin

General Statistics 2019

GFO

Registered refugees 1,460,315Other registered persons* 161,806Registered population, female (%) 49.5Registered population, male (%) 50.5Registered population - youth, female (%)** 18.1Registered population - youth, male (%)** 18.0

JFO


LFO

Registered refugees 476,033Other registered persons* 62,659Registered population, female (%) 50.1Registered population, male (%) 49.9Registered population - youth, female (%)** 14.0Registered population - youth, male (%)** 14.0

SFO


WB

FO


Age

ncy


*Note 1: “Other Registered Persons” refer to those who, at the time of original registration did not satisfy all of UNRWA’s Palestine refugee criteria, but who were determined to have suffered significant loss and/or hardship for reasons related to the 1948 conflict in Palestine; they also include persons who belong to the families of other registered persons.**Note 2: The age range applied for "youth" is 15-24.***Note 3: All Agency-wide percentages and averages are calculated based on a weighted average across all fields of UNRWA operation.


Total Registered Refugees and Other Registered Persons (2019)

3,000,000

2,500,000

2,000,000

1,500,000

1,000,000

500,000

0

GFO JFO LFO SFO WBFO

2019 annual operational report154G

FO

Percentage of UNRWA interventions on protection issues that prompt a positive response from the authorities*

N/A

Degree of alignment with UNRWA protection standards across all aspects of programming (%)**

N/A

Number of individuals who received psychosocial support*** N/ANumber of individuals referred to /receiving the direct provision of legal assistance 1,231

JFO


0


N/A

Number of individuals who received psychosocial support*** N/ANumber of individuals referred to /receiving the direct provision of legal assistance 179

LFO


N/A


N/A


SFO


N/A


N/A


WB

FO


44.3


N/A

Number of individuals who received psychosocial support*** N/ANumber of individuals referred to /receiving the direct provision of legal assistance N/A

Age

ncy


39.7


N/A

Number of individuals who received psychosocial support*** N/ANumber of individuals referred to /receiving the direct provision of legal aid 12,593UNRWA's performance on the UN SWAP framework of indicators (%)**** 44

* Note 1: Results against the indicator, "percentage of UNRWA interventions on protection issues that prompt positive responses from authorities" is only applicable to UNRWA operations in Jordan and the West Bank. ** Note 2: Degree of alignment with UNRWA protection standards is collected biannually *** Note 3: The methodology of collecting the number of individuals who received psychosocial support is currently under revision. ****Note 4: UN SWAP 2.0 was introduced for the 2019 reporting cycle and included four new indicators as well as four strengthened indicators. This affected performance in 2019 compared to 2018.

Protection Statistics 2019


Health Statistics G

FO

Number of primary health care facilities (PHCF) 22Number of PHCF with dental services (including mobile units) 24Number of health staff, female 557Number of health staff, male 329Number of annual patient visits 4,215,247Number of hospitalized patients 10,966Number of non-communicable disease (NCD) cases under care 94,616Number of women attending at least four antenatal care (ANC) visits 34,130Number of women of women attending postnatal care (PNC) within 6 weeks of delivery

38,954

Percentage of infants 12 months old fully immunized 99.5Percentage of 18 month-old children that have received all EPI vaccinations according to host country requirements

99.8

Prevalence of diabetes among population served, 18 years and above 6.7Percentage of diabetes mellitus patients under control per defined criteria 38.4Percentage of women with live birth who received at least 4 ANC visits 97.5Unit cost per registered refugee 39.7Water borne disease outbreaks 0

JFO

Number of PHCF 25Number of PHCF with dental services (including mobile units) 34Number of health staff, female 410Number of health staff, male 270Number of annual patient visits 1,695,966Number of hospitalized patients 8,904Number of NCD cases under care 79,558Number of women in ANC 17,810Number of women in PNC 18,699Percentage of infants 12 months old fully immunized 99.3Percentage of 18 month-old children that have received all EPI vaccinations according to host country requirements

98.7

Prevalence of diabetes among population served, 18 years and above 7.4Percentage of diabetes mellitus patients under control per defined criteria 37.4Percentage of women with live birth who received at least 4 ANC visits 78Unit cost per registered refugee 10.6Water borne disease outbreaks 0

2019


LFO

Number of PHCF 27Number of PHCF with dental services (including mobile units) 19Number of health staff, female 156Number of health staff, male 141Number of annual patient visits* 881,064Number of hospitalized patients 26,698Number of NCD cases under care 27,561Number of women in ANC 3,912Number of women in PNC 4,039Percentage of infants 12 months old fully immunized 98.9Percentage of 18 month-old children that have received all EPI vaccinations according to host country requirements

98.9


SFO

Number of PHCF 24Number of PHCF with dental services (including mobile units) 19Number of health staff, female 251Number of health staff, male 179Number of annual patient visits 804,542Number of hospitalized patients 14,415Number of NCD cases under care 33,835Number of women in ANC 4,776Number of women in PNC 5,686Percentage of infants 12 months old fully immunized 98.8Percentage of 18 month-old children that have received all EPI vaccinations according to host country requirements

97.4


WB

FO

Number of PHCF 43Number of PHCF with dental services (including mobile units) 24Number of health staff, female 437Number of health staff, male 256Number of annual patient visits 1,126,299Number of hospitalized patients 27,092Number of NCD cases under care 41,780Number of women in ANC 12,750Number of women in PNC 13,416Percentage of infants 12 months old fully immunized 99.9Percentage of 18 month-old children that have received all EPI vaccinations according to host country requirements

99.9


united nations relief and works agency for palestine refugees in the near east 157A

genc

yNumber of primary health care facilities (PHCF) 141Number of PHCF with dental services (including mobile units) 120Number of health staff, female 1,811Number of health staff, male 1,175Number of annual patient visits 8,723,118Number of hospitalized patients 88,075Number of non-communicable disease (NCD) cases under care 277,350Number of women attending at least four antenatal care (ANC) visits 73,378Number of women of women attending postnatal care (PNC) within 6 weeks of delivery

80,794

Percentage of infants 12 months old fully immunized 99.4Percentage of 18 month-old children that have received all EPI vaccinations according to host country requirements

99.2


* Note 1: The total number of annual patient visits in Lebanon includes 104,140 visits by PRS.


Number of Patient Visits by Field of Operation (2019)

Number of Patients Receiving Hospitalization Care by Field of Operation (2019)


Number of NCD Patients Receiving Care from UNRWA Health Centres by Field of Operation (2019)


Education StatisticsG

FO

Number of UNRWA schools 276Number of double-shift schools 189Percentage of double-shift schools 68.5Number of educational staff, female 5,951Number of educational staff, male 3,593Pupils Enrolled: Elementary, female 95,777Pupils Enrolled: Elementary, male 102,794Pupils Enrolled: Preparatory, female 40,716Pupils Enrolled: Preparatory, male 43,073Total Pupil Enrolment 282,360Survival rates in basic education, female** 99.3Survival rates in basic education, male** 95.9Percentage of students identified with a disability receiving support meeting their needs , female

68.2

Percentage of students identified with a disability receiving support meeting their needs, male

55.5

Number of Technical and Vocational Education and Training Programme (TVET) trainees (enrolment)

1,945

Number of TVET graduates*** 1,110TVET employment rate (1 year post graduation)**** 56.9TVET employment rate (1 year post graduation), female**** 47.2TVET employment rate (1 year post graduation), male**** 60.3Cost per pupil: basic education cycle (US$)***** 772.7Input unit costs per VTC student (US$)****** 2,729

JFO

Number of UNRWA schools 169Number of double-shift schools 148Percentage of double-shift schools 88Number of educational staff, female 2,341Number of educational staff, male 2,300Pupils Enrolled: Elementary, female 34,651Pupils Enrolled: Elementary, male 34,469Pupils Enrolled: Preparatory, female 22,997Pupils Enrolled: Preparatory, male 26,179Total Pupil Enrolment 118,296Survival rates in basic education, female** 92.3Survival rates in basic education, male** 91.0Percentage of students identified with a disability receiving support meeting their needs, female

98.6


99.2

Number of TVET trainees (enrolment) 3,081Number of TVET graduates*** 1,466TVET employment rate (1 year post graduation)**** 94.9TVET employment rate (1 year post graduation), female**** 88.0TVET employment rate (1 year post graduation), male**** 99.1Number of students enrolled in FESA 1,360Number of Faculty of Educational Sciences and Arts (FESA) graduates*** 220FESA employment rate (1 year post graduation)**** 93.3FESA employment rate (1 year post graduation), female**** 93.6FESA employment rate (1 year post graduation), male**** 91.7Cost per pupil: basic education cycle (US$)***** 741.6Input unit costs per VTC student (US$)****** 1,255

2019-20


LFO

Number of UNRWA schools 65Number of double-shift schools 2Percentage of double-shift schools 3Number of educational staff, female 1,078Number of educational staff, male 629Pupils Enrolled: Elementary, female 11,195Pupils Enrolled: Elementary, male 11,321Pupils Enrolled: Preparatory, female 5,202Pupils Enrolled: Preparatory, male 4,603Pupils Enrolled: Secondary, female 2,782Pupils Enrolled: Secondary, male 1,714Total Pupil Enrolment 36,817Survival rates in basic education, female** 99.0Survival rates in basic education, male** 97.6Percentage of students identified with a disability receiving support meeting their needs , female

97.4


97.1

Number of TVET trainees (enrolment) 895Number of TVET graduates*** 435TVET employment rate (1 year post graduation)**** 77.9TVET employment rate (1 year post graduation), female**** 75.3TVET employment rate (1 year post graduation), male**** 79.2Cost per pupil: basic education cycle (US$)***** 1,101Input unit costs per VTC student (US$)****** 4,224

SFO

Number of UNRWA schools 103Number of double-shift schools 62Percentage of double-shift schools 60Number of educational staff, female 1,193Number of educational staff, male 729Pupils Enrolled: Elementary, female 16,646Pupils Enrolled: Elementary, male 17,456Pupils Enrolled: Preparatory, female 8,015Pupils Enrolled: Preparatory, male 8,026Total Pupil Enrolment 50,143Survival rates in basic education, female** 99.7Survival rates in basic education, male** 98.6Percentage of students identified with a disability receiving support meeting their needs , female

44.6


46.0

Number of TVET trainees (enrolment) 1,271Number of TVET graduates*** 515TVET employment rate (1 year post graduation)**** 88.0TVET employment rate (1 year post graduation), female**** 79.4TVET employment rate (1 year post graduation), male**** 95.9Cost per pupil: basic education cycle (US$)***** 513Input unit costs per VTC student (US$)****** 1,301


WB

FONumber of UNRWA schools 96Number of double-shift schools 4Percentage of double-shift schools 4.2Number of educational staff, female 1,392Number of educational staff, male 940Pupils Enrolled: Elementary, female 18,114Pupils Enrolled: Elementary, male 11,922Pupils Enrolled: Preparatory, female 9,267Pupils Enrolled: Preparatory, male 6,423Total Pupil Enrolment 45,726Survival rates in basic education, female** 98.0Survival rates in basic education, male** 92.0Percentage of students identified with a disability receiving support meeting their needs , female

81.6


66.2

Number of TVET trainees (enrolment) 1,078Number of TVET graduates*** 622TVET employment rate (1 year post graduation)**** 86.7TVET employment rate (1 year post graduation), female**** 84.0TVET employment rate (1 year post graduation), male**** 89.3Number of students enrolled in ESF 607Number of ESF graduates*** 132Education Science Faculty (ESF) employment rate (1 year post graduation)**** 79.9ESF employment rate (1 year post graduation), female**** 74.8ESF employment rate (1 year post graduation), male**** 94.4Cost per pupil: basic education cycle (US$)***** 1,219Input unit costs per VTC student (US$)****** 5,806


Age

ncy

Number of UNRWA schools 709Number of double-shift schools 405Percentage of double-shift schools 57.1Number of educational staff, female 11,955Number of educational staff, male 8,191Pupils Enrolled: Elementary, female 176,383Pupils Enrolled: Elementary, male 177,962Pupils Enrolled: Preparatory, female 86,197Pupils Enrolled: Preparatory, male 88,304Pupils Enrolled: Secondary, female 2,782Pupils Enrolled: Secondary, male 1,714Total Pupil Enrolment 533,342Survival rates in basic education, female** 98.1Survival rates in basic education, male** 95.3Percentage of students identified with a disability receiving support meeting their needs , female

77.5


66.2

Number of TVET trainees (enrolment) 8,270Number of TVET graduates*** 4,148TVET employment rate (1 year post graduation)**** 80.9TVET employment rate (1 year post graduation), female**** 77.2TVET employment rate (1 year post graduation), male**** 83.2Number of students enrolled in FESA / ESF 1,967Number of FESA / ESF graduates*** 352FESA/ESF employment rate (1 year post graduation)**** 89.6FESA/ESF employment rate (1 year post graduation), female**** 88.9FESA/ESF employment rate (1 year post graduation), male**** 92.9Cost per pupil: basic education cycle (US$)***** 800Input unit costs per VTC student (US$)****** 2,569

*Note 1: Except where indicated. **Note 2: Survival rates, collected at the end of 2019 / early 2020, refer to the 2018-19 scholastic year. Please note that the JFO survival rate includes grade 10 while Agency-wide values are calculated through grade 9. ***Note 3: The 2019-20 number of TVET and FESA/ESF graduates refers to 2018-19 graduates. ****Note 4: The employment rate refers to the percentage of 2017-18 graduates either employed or continuing their studies among active job seekers one year after graduation. *****Note 5: Cost per pupil figures pertain to the previous scholastic year. The calculations are based on direct costs without cost recovery. ******Note 6: Cost per VTC student figures pertain to the previous scholastic year. The calculations are based on direct costs without cost recovery.


Pupils Enrolment in UNRWA Schools by Field of Operation (2019-2020)

TVET Trainees Enrolment by Field of Operation (2019-2020)


300,000

250,000

200,000

150,000

100,000

50,000

0


2,500

2,000

1,500

1,000

500

0


Relief and Social Service StatisticsG

FO

Number of registration offices 16Number of RSS staff: female 167Number of RSS staff: male 170Annual average number of Social Safety Net (SSN) beneficiaries assisted 98,935SSN as % of registered refugees 6.8Total annual monetary value of food assistance per beneficiary, PB (US$) 112.6Total annual monetary value of cash assistance per beneficiary, PB (US$) N/ATotal annual monetary value of food assistance per beneficiary, EA (US$) 90.8Total annual monetary value of cash assistance per beneficiary, EA (US$) N/ATotal number of beneficiaries served through EA cash and food assistance 1,036,385Total annual monetary value per beneficiary: job creation programme (JCP), EA 1,577Percentage of abject poverty line bridged through UNRWA social transfers, PB 17.8Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, NFIs), female

4.5

Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, NFIs), male

4.5

Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, NFIs), disabled

1.0

JFO

Number of registration offices 16Number of RSS staff: female 93Number of RSS staff: male 25Annual average number of Social Safety Net (SSN) beneficiaries assisted 58,479SSN as % of registered refugees 2.6Total annual monetary value per beneficiary : e-card, PB(US$)*** 120.0Total annual monetary value of cash assistance per beneficiary, EA (US$) 346.8Total number of beneficiaries served through EA cash and food assistance 16,159Percentage of abject poverty line bridged through UNRWA social transfers, PB 20Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, NFIs), female

9.3

Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, NFIs), male

8.1

Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, NFIs), disabled

2.4

LFO

Number of registration offices 8Number of RSS staff: female 96Number of RSS staff: male 37Annual average number of Social Safety Net (SSN) beneficiaries assisted 61,384SSN as % of registered refugees 12.9Total annual monetary value per beneficiary: e-card, PB (US$)*** 134.4Total annual monetary value per beneficiary of cash for food assistance, EA (US$) 324Total annual monetary value of cash assistance (cash assistance for multipurpose ) per beneficiary , EA (US$)

314

Total number of beneficiaries served through EA cash and food assistance 27,119Percentage of abject poverty line bridged through UNRWA social transfers, PB 14Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, NFIs), Female

19.8

Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, NFIs), Male

16.7

Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, NFIs), Disabled

4.1

2019


SFO

Number of registration offices 7Number of RSS staff: female 51Number of RSS staff: male 32Annual average number of Social Safety Net (SSN) beneficiaries assisted * 16,071SSN as % of registered refugees N/ATotal annual monetary value of food assistance per beneficiary, PB (US$) N/ATotal amount of cash assistance per beneficiary, PB (US$) N/ATotal annual monetary value of cash assistance per beneficiary, EA (US$) 136Total annual monetary value per beneficiary of food assistance (in-kind and cash), EA (US$)

197.0

Total number of beneficiaries served through EA cash and food assistance 410,870Percentage of abject poverty line bridged through UNRWA social transfers, PB 59Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, NFIs), Female

N/A


N/A


N/A

WB

FO

Number of registration offices 10Number of RSS staff: Female 84Number of RSS staff: Male 84Annual average number of Social Safety Net (SSN) beneficiaries assisted 36,129SSN as % of registered refugees 4.2Total annual monetary value per beneficiary: e-card, PB (US$) 139.5Total annual monetary value per beneficiary : food voucher, EA (US$)** N/ATotal annual monetary value of cash assistance per beneficiary through the e-card modality, EA (US$)****

139.5

Total number of beneficiaries served through EA cash and food assistance 25,578Percentage of abject poverty line bridged through UNRWA social transfers, PB 21.5Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, NFIs), Female

7.1


6.1


3.9

Age

ncy

Number of registration offices 57Number of RSS staff: female 491Number of RSS staff: male 348Annual average number of Social Safety Net (SSN) beneficiaries assisted 270,998SSN as % of registered refugees 4.8Total annual monetary value per beneficiary : e-card, PB (US$) 130Total annual monetary value of food assistance per beneficiary, PB (US$) 112.6Total annual monetary value of food assistance per beneficiary (excluding food vouchers in the West Bank),EA (US$)

121.0

Total annual monetary value of cash assistance per beneficiary (excluding JCP in GFO), EA (US$)*

153.9

Total number of beneficiaries served through EA cash and food assistance 1,516,111Total annual monetary value per beneficiary : food voucher, EA (US$)** N/ATotal annual monetary value per beneficiary : job creation programme, EA (US$) 1,577Percentage of abject poverty line bridged through UNRWA social transfers, PB 24.7Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, NFIs), Female

7.1


6.5


2.0


*Note 1: In 2019, the number of SSN in Syria represents SSN cases assisted under the Programme Budget. **Note 2: In 2019, no food vouchers were distributed in the West Bank. ***Note 3: In JFO and LFO, the e-card value was increased to US$ 125 and US$ 130, respectively, starting from July 2019. ****Note 4: In WBFO, e-cards were introduced in the third and fourth quarters of 2018.

Number of Refugees Assisted - SSN and EA (2019)


Infrastructure and Camp Improvement Statistics G

FO

Number of official camps 8Number of unofficial camps 0Number of shelters rehabilitated by emergency 1,153Number of families benefiting from improved shelter conditions (emergency) 1,233Total number of substandard SSN shelters in need of rehabilitation 15,988Total number of substandard SSN shelters rehabilitated/reconstructed (excl. emergency)

243

Number of families benefiting from improved shelter conditions (excl. emergency) 258Cost per shelter constructed or rehabilitated for SSN (US$) 30,000Percentage of shelters connected to water network 100Percentage of shelters connected to sewerage network 96.5

LFO

Number of official camps 12Number of unofficial camps 0Number of shelters rehabilitated - emergency (Nahr El-Bared) 912Number of families benefiting from improved shelter conditions (emergency) 765Total number of substandard SSN shelters in need of rehabilitation 4,063Total number of substandard SSN shelters rehabilitated/reconstructed (excl. emergency)

704


JFO

Number of official camps 10Number of unofficial camps 3Total number of substandard SSN shelters in need of rehabilitation 10,501Total number of substandard SSN shelters rehabilitated/reconstructed (excl. emergency)

50


SFO

Number of official camps 9Number of unofficial camps 3Total number of substandard SSN shelters in need of rehabilitation* N/ATotal number of substandard SSN shelters rehabilitated/reconstructed (excl. emergency)*

N/A

Number of families benefiting from improved shelter conditions (excl. emergency)* N/ACost per shelter constructed or rehabilitated for SSN (US$)* N/APercentage of shelters connected to water network N/APercentage of shelters connected to sewerage network N/A

WB

FO

Number of official camps 19Number of unofficial camps 4Total number of substandard SSN shelters in need of rehabilitation 6,779Total number of substandard SSN shelters rehabilitated/reconstructed(excl. emergency)

46

Number of families benefiting from improved shelter conditions (excl. emergency) 46Cost per shelter constructed or rehabilitated for SSN (US$) 16,600Percentage of shelters connected to water network 100Percentage of shelters connected to sewerage network 65

2019


Age

ncy

Number of official camps 58Number of unofficial camps 10Number of shelters rehabilitated by emergency 2,065Number of families benefiting from improved shelter conditions (emergency) 1,998Total number of substandard SSN shelters in need of rehabilitation 37,331Total number of substandard SSN shelters rehabilitated/constructed (excl. Emergency) 1,043Number of families benefiting from improved shelter conditions (excl. emergency) 1,058Cost per shelter constructed or rehabilitated for SSN (US$) 14,672Percentage of shelters connected to water network 100Percentage of shelters connected to sewerage network 93

*Note 1: Due to the crisis in Syria, ICIP is not in a position to focus on shelter rehabilitation/reconstruction. In addition, not all camps are accessible; therefore, information on shelters connected to water and sewerage network is not available.

Number of Substandard SSN Shelters by Field of Operation (2019)

0

2000

4000

6000

8000

10000

12000

14000

16000

18000

GFO JFO LFO WBFO


Microfinance Statistics*G

FO

Number of branches 3Number of staff: female 18Number of staff: male 33Total number of loans awarded (annual) 2,922 Total value (US$) of loans awarded (annual) 3,065,570 Number of loans awarded to refugees 2,498Value of loans awarded to refugees (US$) 2,699,820Number of loans awarded to women 1,241Value of loans to women (US$) 1,109,220Number of loans to youth, 18-30 795Value of loans to youth, 18-30 (US$) 662,900Total number of loans awarded (since programme initiation) 127,037Total value (US$) of loans awarded (since programme initiation) 165,116,100

JFO

Number of branches 8Number of staff: female 84Number of staff: male 66Total number of loans awarded (annual) 12,060 Total value (US$) of loans awarded (annual) 10,717,235 Number of loans awarded to refugees 6,891Value of loans awarded to refugees (US$) 6,682,985Number of loans awarded to women 6,363Value of loans to women (US$) 4,283,905Number of loans to youth, 18-30 3,398Value of loans to youth, 18-30 (US$) 2,422,669Total number of loans awarded (since programme initiation) 133,100Total value (US$) of loans awarded (since programme initiation) 149,932,675

SFO

Number of branches 4Number of staff: female 43Number of staff: male 24Total number of loans awarded (annual) 10,433 Total value (US$) of loans awarded (annual) 4,137,360 Number of loans awarded to refugees 790Value of loans awarded to refugees (US$) 423,648Number of loans awarded to women 4,223Value of loans to women (US$) 1,421,674Number of loans to youth, 18-30 1,242Value of loans to youth, 18-30 (US$) 445,681Total number of loans awarded (since programme initiation) 133,486Total value (US$) of loans awarded (since programme initiation) 65,296,934

2019


WB

FONumber of branches 8Number of staff: female 59Number of staff: male 61Total number of loans awarded (annual) 10,161 Total value (US$) of loans awarded (annual) 14,537,990 Number of loans awarded to refugees 2,959Value of loans awarded to refugees (US$) 3,941,949Number of loans awarded to women 4,225Value of loans to women (US$) 5,684,605Number of loans to youth, 18-30 4,009Value of loans to youth, 18-30 (US$) 5,275,706Total number of loans awarded (since programme initiation) 156,041Total value (US$) of loans awarded (since programme initiation) 219,123,083

Age

ncy

Number of branches 23Number of staff: female 204Number of staff: male 184Total number of loans awarded (annual) 35,576Total value (US$) of loans awarded (annual) 32,458,155Number of loans awarded to refugees 13,138Value of loans awarded to refugees (US$) 13,748,402Number of loans awarded to women 16,052Value of loans to women (US$) 12,499,404Number of loans to youth, 18-30 9,444Value of loans to youth, 18-30 (US$) 8,806,956Total number of loans awarded (since programme initiation) 549,664Total value (US$) of loans awarded (since programme initiation) 599,468,792

*Note 1: The UNRWA microfinance programme does not operate in Lebanon.

Number of Loans by Sex and Field (2019)

7,000

6,000

5,000

4,000

3,000

2,000

1,000

0Female Male

GFO

Female Male

JFO

Female Male

SFO

Female Male

WBFO


Summary of Finance Statistics Profile by Fund Source, (IPSAS)*(USD)

Revenue-2019 Expenses-2019

Programme Budget 621,100,989 762,085,418Restricted Funds 23,645,013 22,254,319Microfinance 12,870,746 10,412,790Emergency appeals 213,896,241 264,703,273Projects 162,417,522 144,073,673Inter-Fund elimination 33,156,227- 33,645,178-Total 1,000,774,284 1,169,884,294

UNRWA Expenditure PB (IPSAS), Projects and EA (UNSAS) after

GFO

Programme Budget 299,004,784Projects 52,362,604Emergency Appeal 128,527,224Total 479,894,612

JFO


LFO


SFO


WB

FO


HQ

s

Programme Budget 59,762,581Projects 7,309,082Emergency Appeal 462,061Total 67,533,724

Age

ncy Programme Budget 762,085,418

Projects 144,073,673Emergency Appeal 264,703,273Total 1,170,862,364

2019

* Note 2019 :1 financial statements are still under development and as such, the data provided is provisional/unaudited.


UNRWA Programme Budget Expenditures by Field & HQs (2019)

UNRWA Projects Expenditures by Field & HQs (2019)

0

10,000,000

20,000,000

30,000,000

40,000,000

50,000,000

60,000,000

GFO JFO LFO SFO WBFO HQ

0

50,000,000

100,000,000

150,000,000

200,000,000

250,000,000

300,000,000

350,000,000



UNRWA Emergency Expenditures by Field & HQs (2019)

0

20,000,000

40,000,000

60,000,000

80,000,000

100,000,000

120,000,000

140,000,000



Human Resource StatisticsG

FO

Number of area staff, female 6,871Number of area staff, male 5,106Number of area refugee staff, female 6,552Number of area refugee staff, male 4,869Number of area non-refugee staff, female 319Number of area non-refugee staff, male 237Percentage of area refugee staff 95.4Number of international staff, female 4Number of international staff, male 12

JFO


LFO


SFO


WB

FO


2019


HQ

sNumber of area staff, female 180Number of area staff, male 224Number of area refugee staff, female 108Number of area refugee staff, male 153Number of area non-refugee staff, female 72Number of area non-refugee staff, male 71Percentage of area refugee staff 64.6Number of international staff, female 50Number of international staff, male 56

Age

ncy

Number of area staff, female 14,969Number of area staff, male 12,872Number of area refugee staff, female 13,484Number of area refugee staff, male 11,855Number of area non-refugee staff, female 1,485Number of area non-refugee staff, male 1,017Percentage of area refugee staff 91.0Number of international staff, female 74Number of international staff, male 97

UNRWA Area and International Staff (2019)

UNRWA Area Staff (2019)

0

2,000

4,000

6,000

8,000

10,000

12,000

14,000

Gaza Jordan Lebanon Syria WestBank HQs

AreaStaff

InternationalStaff

1%

14,000

12,000

10,000

8,000

6,000

4,000

2,000

0 Gaza Jordan Lebanon Syria West Bank HQs


Procurement Statistics *G

FO

Total procurement value (US$) of purchase orders, services and construction contracts 36,849,233Total proportion of total Agency procurement value (%) 13.9Total procurement value (US$) of construction contracts 4,155,328Proportion of total Agency construction contracts (%) 6.8Total procurement value (US$) of purchase order contracts 14,784,559Proportion of total Agency purchase order contracts (%) 11.7Total procurement value (US$) of service contracts 17,909,345Proportion of total Agency service contracts (%) 23.2Procurement value (US$), PB 11,390,462Procurement value (US$), EA and projects 25,458,771

JFO

Total procurement value (US$) of purchase orders, services and construction contracts 11,687,365Total proportion of total Agency procurement value (%) 4.4Total procurement value (US$) of construction contracts 556,032Proportion of total Agency construction contracts (%) 0.9Total procurement value (US$) of purchase order contracts 562,152Proportion of total Agency purchase order contracts (%) 0.4Total procurement value (US$) of service contracts 10,569,182Proportion of total Agency service contracts (%) 13.7Procurement value (US$), PB 10,444,838Procurement value (US$), EA and projects 1,242,527

LFO


SFO

Total procurement value (US$) of purchase orders, services and construction contracts 9,907,956Total proportion of total Agency procurement value (%) 3.8Total procurement value (US$) of construction contracts 287,808Proportion of total Agency construction contracts (%) 0.5Total procurement value (US$) of purchase order contracts 4,850,669Proportion of total Agency purchase order contracts (%) 3.8Total procurement value (US$) of service contracts 4,769,479Proportion of total Agency service contracts (%) 6.2Procurement value (US$), PB 3,757,929Procurement value (US$), EA and projects 6,150,027

2019


WB

FOTotal procurement value (US$) of purchase orders, services and construction contracts 38,551,637Total proportion of total Agency procurement value (%) 14.6Total procurement value (US$) of construction contracts 20,166,820Proportion of total Agency construction contracts (%) 33.1Total procurement value (US$) of purchase order contracts 3,639,235Proportion of total Agency purchase order contracts (%) 2.9Total procurement value (US$) of service contracts 14,745,582Proportion of total Agency service contracts (%) 19.1Procurement value (US$), PB 15,743,155Procurement value (US$), EA and projects 22,808,482

HQ

A


Age

ncy

Total procurement value (US$) of purchase orders, services and construction contracts 264,172,661Total proportion of total Agency procurement value (%) 100Total procurement value (US$) of construction contracts 61,006,252Proportion of total Agency construction contracts (%) 100Total procurement value (US$) of purchase order contracts 126,096,355Proportion of total Agency purchase order contracts (%) 100Total procurement value (US$) of service contracts 77,070,055Proportion of total Agency service contracts (%) 100Procurement value (US$), PB 104,292,143Procurement value (US$), EA and projects 159,880,518

* Note 1: GFO procurement statistics includes HQ Gaza data.


Procurement Value by Type of Contract per Field of Operation and HQA (2019)

0

20,000,000

40,000,000

60,000,000

80,000,000

100,000,000

120,000,000

140,000,000

GFO JFO LFO SFO WBFO HQA

Service

Purchaseorder

Construction

Procurement by Source of Fund per Field of Operation and HQA (2019)

Irregular Fund

Regular Fund

140,000,000

120,000,000

100,000,000

80,000,000

60,000,000

40,000,000

20,000,000

0


Management and Operational Effectiveness G

FO Level of efficiency in completing projects within agreed time and budget (%) 99

JFO

Level of efficiency in completing projects within agreed time and budget (%) 97

LFO


SFO


WB

FO Level of efficiency in completing projects within agreed time and budget (%) 92

Age

ncy Implementation rate of external audit (UNBOA) recommendations (%) 59

Level of efficiency in completing projects within agreed time and budget (%)* 97

2019

*Note1: Agency wide value includes HQs projects with a level of efficiency rate of 91%.

Level of Efficiency in Completing Projects within Agreed Time and Budget (2019)

0

10

20

30

40

50

60

70

80

90

100



endnotes1. This programme budget funded caseload excludes recipients in Syria

where an additional SSNP caseload of 127,357 were assisted under emergency caseload.

2. Of these clients, 13,138 were Palestine refugees. The achievements noted were secured under the UNRWA programme budget.

3. Protection assistance for Palestine refugees was forwarded under a combination of programme budget, emergency and project funding.

4. The aforementioned achievements were secured under a combination of programme budget and emergency funding.

5. In addition, UNRWA coordinates support to some 3,000 Palestinian refugees from Syria that have migrated to Egypt. These refugees were provided with health assistance and food vouchers through UN Agencies and humanitarian partners.

6. Ibid.7. The income as stated includes all donor agreements signed and

allocated for 2019 including UN Secretariat support for international staff and in-kind contributions received in 2019.

8. Please note that of a total of 13,569 class sections, 7,146 sections accommodate 40 or more students.

9. The income as stated includes all donor agreements signed for 2019, including those whose funding was unallocated by 31 December 2019.

10. The income as stated includes all donor agreements signed for 2019, including those whose funding was unallocated by 31 December 2019.

11. Envisioned actions include: (i) a restructured UNRWA ethics function; (ii) the establishment of an UNRWA Ombudsperson’s Office; (iii) strengthening the UNRWA Department of Internal Oversight Services and the Advisory Committee on Internal Oversight; (iv) the provision of enhanced reporting to the Advisory Commission; (v) revising travel entitlements for the Commissioner-General and the Deputy Commissioner-General; (vi) taking a fresh look at UNRWA’s conflict of interest framework; (vii) enhanced interaction between the Agency and the Advisory Commission; (viii) restructuring the External Relations and Communications Department and UNRWA communications; (ix) conducting a full review of the Agency’s regulatory framework; (x) the development and implementation of needs based budgeting; (xi) ensuring enhanced delegation of authority and corresponding accountabilities to UNRWA field offices; and (xii) strengthened union engagement.

12. In 2019, the MTS for 2016-2021 was extended by one year and will now conclude on 31 December 2022.

13. Syria: UNRWA - Humanitarian Snapshot, November 2019, UNRWA, https://www.unrwa.org/sites/default/files/content/resources/unrwa_-_humanitarian_snapshot_november_2019_.pdf

14. Syria Regional Refugee Response, Operational Portal - Refugee Situations, UNHCR, https://data2.unhcr.org/en/situations/syria/location/71

15. Lebanon: UNRWA – Humanitarian Snapshot, November and December 2019, UNRWA, January 2020,https://www.unrwa.org/sites/default/files/content/resources/lebanon_unrwa_humanitarian_snap_shot_novdec2019.pdf

16. Please note, Lebanese Palestinian Dialogue Committee, Central Administration of Statistics, Palestinian Central Bureau of Statistics (PCBS). The Population and Housing Census in Palestinian Camps and Gatherings - 2017, Key Findings Report, 2018. According to an official Lebanese-Palestinian census carried out in 2017, 174,422 ‘Palestinian refugees’ were found to reside in the 12 official Palestine refugee camps and in 156 gatherings across Lebanon – in this regard, the census counted Palestinian refugees actually present in those areas at midnight on 17 July 2017 and did not aim to provide a headcount of all Palestine refugees living in the country. See also, Chaaban, J., et al. Survey on the Socioeconomic Status of PRL 2015, American University of Beirut (AUB) and UNRWA, 2016. Using a different methodology, the AUB survey estimated the number of Palestine refugee residents at between 260,000 to 280,000.

17. Lebanon's Economic Update - October 2019, World Bank, October 2019, http://pubdocs.worldbank.org/en/715681570664068959/EN-MPO-OCT19-Lebanon.pdf

18. Lebanon Contingency Planning Dashboard, OCHA, January 2020. 19. “Lebanon in the Midst of Economic, Financial and Social Hardship:

The Situation Could Get Worse”, World Bank Press Release, 6 November 2019, https://www.worldbank.org/en/news/press-release/2019/11/06/world-bank-lebanon-is-in-the-midst-of-economic-financial-and-social-hardship-situation-could-get-worse

20. Jordan Field Office (JFO) RRIS 2019. An additional 147,251 “other

registered persons” are registered with the Agency in Jordan. “Other registered persons” is a term that refers to those who, at the time of original registration, did not satisfy all of the UNRWA Palestine refugee criteria but were determined to have suffered significant loss or endured considerable hardship for reasons related to the conflict of 1948 in Palestine, and those who belong to the families of other registered persons.

21. “Peace to Prosperity – A Vision to Improve the Lives of the Palestinian and Israeli People”, The White House, January 2020, https://www.whitehouse.gov/wp-content/uploads/2020/01/Peace-to-Prosperity-0120.pdf

22. Press release, “Unemployment rate during the fourth quarter of 2019”, Department of Statistics, Government of Jordan, March 2020, http://dosweb.dos.gov.jo/19-0-the-unemployment-rate-during-the-fourth-quarter-of-2019/

23. Jordan: Youth Unemployment Rate from 1999 to 2019, Statistica, 12 February 2020, https://www.statista.com/statistics/812127/youth-unemployment-rate-in-jordan/

24. UNRWA Vulnerability Assessment Report - Jordan, May 2017.25. It should be noted that 161,806 “other registered persons” are

registered with the Agency in Gaza.26. Labour Force Survey Results 2019, Palestinian Central Bureau of

Statistics (PCBS), February 2020, http://www.pcbs.gov.ps/portals/_pcbs/PressRelease/Press_En_13-2-2020-LF2019-en.pdf

27. Monthly Humanitarian Bulletin – August 2019, OCHA, September 2019,https://www.ochaopt.org/content/increased-electricity-supply-improves-access-water-and-sanitation-gaza

28. Gaza: water and sanitation services severely disrupted due to the energy crisis, OCHA, Accessed March 2020, https://www.ochaopt.org/content/gaza-water-and-sanitation-services-severely-disrupted-due-energy-crisis-0. Please also see, “Sea water desalinisation plant for the southern governorates of the Gaza strip”, UNICEF media handout, https://www.unicef.org/sop/media/1041/file/Seawater%20desalination%20Layout%20English.pdf . For background information on the pressure on water resources in Gaza and the use of the coastal aquifer, please see page 55, “Environmental assessment of the Gaza Strip following the escalation of hostilities in December 2008-January 2009”, United Nations Environmental Programme, September 2009, https://postconflict.unep.ch/publications/UNEP_Gaza_EA.pdf

29. Protection of Civilians Report - 24 December 2019 – 6 January 2020, OCHA, January 2020,https://www.ochaopt.org/poc/24-december-2019-6-january-2020. In light of the high number of casualties, including children, especially in the early months of the demonstrations, serious concerns about the potential use of excessive force by Israeli forces against protesters were voiced. See https://www.un.org/unispal/document/un-independent-commission-of-inquiry-on-the-protests-in-the-opt-urges-israel-to-review-rules-of engagement-before-gaza-protest-anniversary-ohchr-press-release/ In December 2019, the GMR organizing committee announced that the weekly demonstrations would cease until 30 March 2020, the second anniversary of the protests, and would then continue to take place on a monthly basis and on ad-hoc occasions. On 28 February 2019, the UN Commission of Inquiry (COI) published its detailed findings related to its investigation of the demonstrations that took place in Gaza between March 30 and December 31, 2018. The CoI found that Israel, the de facto authority and the PA responsible for human rights violations committed in the context of the GMR; noting that the ISF response to the demonstrations gave rise to humanitarian law violations, some of which may amount to crimes against humanity. The full text of the report is available at https://www.ohchr.org/Documents/HRBodies/HRCouncil/CoIOPT/A HRC_40_74.pdf

30. Ibid. 31. Monthly Humanitarian Bulletin – March 2019, OCHA, April 2019,

https://www.ochaopt.org/content/overview-march-201932. Protection of Civilians Report - 23 April - 6 May 2019, OCHA, May

2019, https://www.ochaopt.org/poc/23-april-6-may-201933. Report to the Ad Hoc Liaison Committee, Office of the UN Special

Coordinator for the Middle East Peace Process, 26 September 2019, https://unsco.unmissions.org/sites/default/files/unsco_ahlc_report_september_2019.pdf

34. UNRWA Protection Database, Protection and Neutrality Department, WBFO.


35. Ibid. There are 19 refugee camps in the West Bank.36. Ibid. 37. Ibid. 38. Labour Force Survey Results – Fourth Quarter 2019, PCBS, February

2020, http://www.pcbs.gov.ps/post.aspx?lang=en&ItemID=3662# 39. The provision of education is supported through a combination

of programme budget, emergency and project funds while TVET programming is supported under a combination of programme budget and emergency funding.

40. PHC in Syria is provided under a combination of programme budget and emergency funding.

41. The extension of SSNP in Syria was supported under emergency funding while microfinance services are self-sustaining.

42. Please note that: (i) education programming in Lebanon is funded through a combination of programme budget, EA and project funding; (ii) EA funding supported PHC consultations for PRS while PRL consultations were supported under the programme budget; and (iii) SSNP assistance is extended under support from the programme budget.

43. Please note that technical and vocational training in Lebanon is funded through a combination of programme budget and EA funding while microcredit initiatives are self-sustaining.

44. In 2019, the Israeli authorities approved the entry of four armoured vehicles into Gaza.

45. Reflecting unaudited financial information.46. Ibid.47. Financial data within this section is based on un-audited financial

statements.48. Please note that the titles of donor categories and the categorization

of donors were revised in the RMS 2019-2021. See Annex I of the RMS 2019-2021 for a list of donors per category, https://www.unrwa.org/sites/default/files/content/resources/rms_2019-2021_eng_final_10292019.pdf. Traditional partners include Australia, Austria, Belgium, Canada, Denmark, France, Finland, Germany, Ireland, Italy, Japan, Jordan, Lebanon, Luxembourg, The Netherlands, Norway, the State of Palestine, Spain, Sweden, Switzerland, Syria, Turkey, United Kingdom, European Union.

49. Regional partners include Bahrain, Kuwait, Oman, the State of Qatar, Saudi Arabia, United Arab Emirates, Islamic Development Bank, King Salman Humanitarian Aid and Relief Centre, Zakat House Kuwait and other non-governmental organizations.

50. Emerging donors include Afghanistan, Bangladesh, Brunei, Chile, China, Cyprus, Czechia, Estonia, Greece, Guyana, Holy See, Iceland, India, Indonesia, Kazakhstan, Liechtenstein, Lithuania, Malaysia, Maldives, Malta, Mexico, Monaco, New Zealand, Pakistan, Philippines, Poland, Portugal, Romania, Russian Federation, Slovakia, Slovenia, South Korea and Thailand.

51. This includes US$ 29.42 million from the UN Secretariat and US$ 16.86 million from other UN entities.

52. The percentages in this paragraph total 100.19 per cent due to rounding.

53. The cash view does not include non-cash elements including depreciation, amortization and severance provisions.

54. This amount includes income from Indirect Support Costs.55. This amount includes Hard Commitments.56. The income as stated includes all donor agreements signed for 2019,

including those whose funding was unallocated by 31 December 2019.

57. The IPSAS view includes non-cash elements including depreciation, amortization and severance provisions.

58. The percentages in this sentence total slightly over 100 per cent due to a negative interfund balance.

59. Ibid.60. Please note that, during the reporting period, UNRWA continued to

see attacks that sought to undermine Palestine refugee rights under international law, including in relation to the definition of a Palestine refugee. The Agency has continued to advocate against such false claims.

61. See page 22, MOPAN 2017-18 Assessments – UNRWA, June 2019, http://www.mopanonline.org/assessments/unrwa2017-18/UNRWA%20Report.pdf .

62. Advocacy targets should be understood as planning figures because these efforts are primarily responsive to the specific operational context of each field. Consequently, they are not amenable to the

establishment of targets. As such, 2019 and 2021 targets are listed as N/A.

63. The UNRWA-wide total of protection interventions include 18 interventions made by the HQ.

64. Please note that the 2019 baselines represent the final results of the 2018 protection audits.

65. Please note that targets for this indicator are set once every two years. A target for 2019 has not been set. The target relates to the level of implementation worked towards by the time the next cycle of protection audits is conducted.

66. UNRWA protection principles are: (i) safety, dignity, and avoiding causing harm; (ii) meaningful access; (iii) accountability; and (iv) participation and empowerment.

67. UNRWA Gender Equality Strategy 2016-21, UNRWA, November 2016, https://www.unrwa.org/sites/default/files/content/resources/gender_equality_strategy_2016-2021.pdf

68. The gender marker is a tool to assist in tracking the proportion of funds devoted to advancing gender equality. The UNRWA gender marker operates at two levels: (i) the tracking of financial resources to assess gender efficiency in service delivery; and (ii) drawing on information from the gender marker to inform discussions on gender mainstreaming in organizational strategic planning processes. In 2009, the UN Secretary General called on all UN-managed funds to institute a gender marker. See page 23, “Report of the Secretary-General on peacebuilding in the immediate aftermath of conflict” (A/63/881–S/2009/304),11 June 2009, https://www.un.org/ruleoflaw/files/pbf_090611_sg.pdf

69. See page 24, MOPAN 2017-18 Assessments – UNRWA, June 2019, http://www.mopanonline.org/assessments/unrwa2017-18/UNRWA%20Report.pdf.

70. Underperformance against the: (i) evaluation indicator was due to the absence of general considerations in the terms of reference and final reports for some evaluations and because a select number of evaluation teams were not gender balanced; (ii) culture indicator was due to the absence of a dedicated UNRWA policy in support of staff facing domestic violence; and (iii) coherence indicator as, due to capacity gaps, the Agency was unable to attend all UN coordination meetings. UNRWA has established an action plan to address these gaps within the limits of available resources.

71. Results of UN-SWAP 2.0 Reporting: UNRWA, UN Women, https://www.unwomen.org/-/media/headquarters/attachments/sections/how%20we%20work/unsystemcoordination/un-swap/results/2018/2018-unrwa-swap-2-reporting-results-en.pdf?la=en&vs=5537

72. All six episodes of the mini-series can be found at: https://www.youtube.com/watch?v=0rJpgo8u9dI&list=PLuvzovgAD3ar2OrjEUmuRjEu0FkMtVNL3

73. Please note that services in support of persons with disabilities are supported under a combination of programme budget, emergency and project funding.

74. For example, UNRWA employs the global standard in diabetes testing (the “HbA1c test”) available in all Agency HCs. In addition, the cholesterol-lowering drug (“statin”) has been included on the Agency’s essential medications list.

75. In light of positive progress (2018 results), 2021 targets were adjusted. This resulted in a revised Agency-wide target (from 78.8 to 76.4).

76. The reduction in the 2019 target for the JFO reflects the merger of two HCs in Zarqa during the year.

77. Please note that performance under this indicator does not pertain to rented health facilities.

78. UNRWA hospitalization support differs from field to field, depending on local circumstances.

79. See page 7, MOPAN 2017-18 Assessments – UNRWA, June 2019, http://www.mopanonline.org/assessments/unrwa2017-18/UNRWA%20Report.pdf.

80. “Survival rate in lower secondary general education”, UNESCO, February 2020, http://data.uis.unesco.org/index.aspx?queryid=157. Averages are for all OECD/GCC countries with data from 2016 or later. “Lower secondary education” is considered to be the final stage of Basic Education and does not include upper secondary, which is the final stage before tertiary education and not provided by most UNRWA fields of operation.

81. Targets in relation to cumulative drop-out rate indicators (elementary and preparatory) have been purposely held static throughout the


period 2016-21. Given that the UNRWA dropout rates were already in line or lower than comparable education systems in 2016, and that many factors which may affect dropout (e.g. ongoing conflict and socio-economic challenges), are outside of the Agency’s control, the goal has been to maintain dropout rates at low levels.

82. Reality of the Rights of the Palestinian Child - 2017, PCBS, 2018, http://pcbs.gov.ps/Downloads/book2394.pdf.

83. An additional 1,320 textbooks and learning materials were reviewed through projects in 2018. No textbooks or learning materials were reviewed through projects in 2019.

84. The 2021 target is influenced by the number of new textbooks, including new editions, issued by Host Countries during the year. As a result, estimating the number of textbooks to be reviewed in any given year is challenging. For this reason, a 2019 and 2021 targets cannot be set for this indicator. When new textbooks are issued, their ‘Rapid Review’ is prioritised by the Agency, focusing on three criteria linked to UN values embedded within the Curriculum Framework (neutrality/bias, gender and age appropriateness). Full textbook reviews under the Curriculum Framework continue to be undertaken, including against those for which a ‘Rapid Review’ has already been completed. The actual number of reviews reported includes both ‘Rapid Reviews’ and full reviews under the Curriculum Framework.

85. Please note that performance under this indicator does not pertain to rented facilities.

86. A review of the calculations pertaining to the development of the baseline and results data for Jordan resulted in the revision (increase) in these figures. This adjustment also caused the Agency-wide baseline to increase.

87. Lebanon’s Economic Update - April 2019, World Bank, http://pubdocs.worldbank.org/en/757651553672394797/Lebanon-MEU-April-2019-Eng.pdf

88. Jordan’s Economic Update – October 2019, World Bank, October 2019, http://pubdocs.worldbank.org/en/246811570664058318/EN-MPO-OCT19-Jordan.pdf .

89. Palestinian Territories Economic Update – April 2019, World Bank, April 2019,http://pubdocs.worldbank.org/en/904261553672463064/Palestine-MEU-April-2019-Eng.pdf

90. The ratio of a microfinance institution’s operating revenues against its operating expenses.

91. FTEs correspond to an estimated number of jobs created by a given initiative within a predefined timeframe. The number of FTEs is obtained by dividing the total generated person-days by the actual number of working days over the duration of the initiative. For example, an initiative generating 546 person-days over one year (273 working days) would correspond to 2 FTEs. FTEs should be understood as the average number of jobs created by an initiative at any point in time and corresponds to the lowest possible estimate of the total number of individuals employed throughout the lifespan of each initiative as each FTE may correspond to several workers if the initiative has a high turnover rate.

92. UNRWA is not responsible for administering camps. It provides services in the best interests of Palestine refugees and without prejudice to Host Country responsibilities under international law.

93. Please note that for 2018, the percentage of SSNP students enrolled in VTCs in the JFO was erroneously calculated by only counting the first semester figures. This was subsequently recalculated, resulting in a reduction of the 2018 Actual for both JFO and UNRWA-wide.

94. It is notable that, while there was an overall decrease in male representation in the ESF in 2019/20, only two male SSNP students were enrolled in the 2018/19 academic year and only one male SSNP student was enrolled in 2019/20.

95. Jordan’s Economic Update – October 2019, World Bank, October 2019, http://pubdocs.worldbank.org/en/246811570664058318/EN-MPO-OCT19-Jordan.pdf

96. Given the unpredictable context in Syria, 2021 targets for this indicator could not be set.

97. Labour Force Survey Results 2019, PCBS, February 2020, http://www.pcbs.gov.ps/post.aspx?lang=en&ItemID=3666#

98. UNRWA defines those in a state of abject poverty as individuals who cannot meet their basic food needs.

99. 2021 targets presented in relation to this indicator are linked to annual actuals rather than being fixed. As the number of SSNP eligible persons (those existing in a state of poverty) has continued to increase across the five fields of UNRWA operation, the annual actuals are used as planning figures that are expected to decrease over the coming years until the ceiling on the SSNP is unfrozen.

100. A social transfer is any non-contributory payment, be it in the form of

in-kind food or NFIs, cash, vouchers or a combination thereof to help reduce the vulnerability of a family or individual to poverty.

101. Results under this indicator do not pertain to Syria where the SSNP assistance has been paused due to the ongoing crisis.

102. The six months’ timeframe between investigation initiation and closure does not include the additional time required for the Agency to complete disciplinary processes that may follow investigation closure.

103. All installations were inspected once using part of the questionnaire.104. UNRWA Framework for Accountability to Affected Populations,

https://www.unrwa.org/sites/default/files/content/resources unrwa_framework_for_accountability_to_affected_populations.pdf

105. Including one JFO-level and four area-level school parliaments.106. About the Grand Bargain, IASC, February 2020, https://

interagencystandingcommittee.org/about-the-grand-bargain107. See http://www.greeningtheblue.org/sites/default/files/Greening%20

the%20Blue%20report%202017%20-%20Brochure%20(web%20-%20low%20res).pdf

108. All kWh and CO2 numbers are estimates.109. As per 2018 electricity tariff.110. Gaza Strip: Early Warning Indicators – December 2019, OCHA, January

2020, https://www.ochaopt.org/sites/default/files/early_warning_indicator_december_2019.pdf .

111. The UNRWA cost per pupil is listed Agency-wide, including Syria, and pertains to the 2018/19 scholastic year. This calculation is based on direct costs and does not include US$ 172.87 in indirect costs per pupil. OECD cost per pupil data pertains to 2015 (the most up to date data available). Source: OECD (2019), Education at a Glance 2019: OECD Indicators, OECD Publishing, Paris, https://doi.org/10.1787/f8d7880d-en

112. The OECD, in accordance with the International Standard Classification of Education, classifies levels of education as primary education (grades 1-6) and lower secondary education (grades 7-9). These two categories roughly correspond to UNRWA’s education programming that spans elementary (grades 1-6) and preparatory (grades 7-9) that are operational across Gaza, the majority of the West Bank, Syria and Jordan. In Lebanon, education programming also spans grade 10. Together, elementary and preparatory education make up the UNRWA definition of basic education. Please also note that OECD health data refers to health expenditure per capita in 2018 (or nearest year). Source: OECD (2019), Health at a Glance 2019: OECD Indicators, OECD Publishing, Paris, https://doi.org/10.1787/4dd50c09-en

113. Labour Force Survey Results 2019, PCBS, February 2020, http://www.pcbs.gov.ps/portals/_pcbs/PressRelease/Press_En_13-2-2020-LF2019-en.pdf. This represents an increase from 2018, with 43.1% unemployment http://www.pcbs.gov.ps/portals/_pcbs/PressRelease/Press_En_7-11-2019-LF-en.pdf. Following an ILO technical assessment mission in 2018, the PCBS implemented revisions to the concepts and definitions underpinning labour underutilization statistics, accordingly the 2018 average figure was revised retroactively in 2019.

114. UNRWA Protection Database, Protection & Neutrality Department.115. Ibid.116. Calculated based on income received or advanced by the Agency and

allocated in 2019. It does not include income from donor agreements signed in 2019 but not received and not allocated by 31 December 2019.

117. Figures refer to funding received in 2019 and do not include carry forward.

118. The income as stated includes income received or advanced by the Agency and allocated in 2019. This includes income from donor agreements signed prior to 2019 but not received until 2019. It does not include income from donor agreements signed in 2019 but not received and not allocated by 31 December 2019.

119. At the time of reporting, the PDM report is being finalized and will be available by the end of the first quarter of 2020.

120. Labour Force Survey, Q3 – 2019, PCBS, November 2019, http://pcbs.gov.ps/portals/_pcbs/PressRelease/Press_En_7-11-2019-LF-en.pdf

121. This indicator was revised at mid-year report and refers only to the number of injured cases receiving lifesaving medicines in UNRWA health centres.

122. This figure includes all injured cases assisted with lifesaving medicines through EA and other sources of funding.

123. This indicator and related target were reviewed at mid-year report in light of a changed operational context and a general decrease in injuries resulting from the GMR demonstrations.

124. Please see, https://www.ochaopt.org/theme/health-and-nutrition125. No funds were received against this intervention under the 2019 oPt EA.


126. “Gaza’s “Great March of Return” one year on”, UNRWA, 2019.https://www.unrwa.org/sites/default/files/content/resources/gaza_gmr_one_year_on_report_eng_final.pdf.

127. Stable accommodation refers to those assisted who believe they will be able to remain in their current accommodation for up to 12 months after the protection incident (e.g. security operation, settler violence and/or demolition).

128. This also impacted the number of incidents that UNRWA could raise before the international human rights system.

129. This target was reviewed during the mid-year reporting cycle to better reflect the operational reality.

130. This figure refers to the percentage of neutrality breaches followed up and resolved.

131. Calculated based on income received or advanced by the Agency and allocated in 2019. It does not include income from donor agreements signed in 2019 but not received and not allocated by 31 December 2019.

132. School year 2019-2020.133. Figures refer to funding received in 2019 and do not include carry

forward.134. The income as stated includes income received or advanced by the

Agency and allocated in 2019. This includes income from donor agreements signed prior to 2019 but not received until 2019. It does not include income from donor agreements signed in 2019 but not received and not allocated by 31 December 2019.

135. UNRWA is measuring food consumption through a methodology aligned with WFP and following the Food Security Sector’s recommendations. Food consumption measuring is part of the PDM introduced by the Agency in 2018. It includes the following categories: i) poor food consumption: households that are not consuming staples and vegetables every day and never or very seldom consume protein-rich food such as meat and dairy; ii) borderline food consumption: households that are consuming staples and vegetables every day, accompanied by oils and pulses a few times a week; iii) acceptable food consumption: households that are consuming staples and vegetables every day, frequently accompanied by oils and pulses and occasionally meat, fish and dairy.

136. During the fourth quarter of 2019, UNRWA distributed school bags to 636 Palestine refugees students though other sources of funding. UNRWA has experienced delays in the purchase, production and receipt of school bags; these are expected to be distributed to all students during the first quarter of 2020.

137. This indicator was updated in 2019. SFO started to report against the updated indicator in the second half of the year.

138. This figure refers to PRS served in the last distribution round (Q4 2019). Throughout the year, UNRWA provided assistance to an average of 27,987 PRS.

139. This figure refers to December 2019 and reflects the number of PRS who benefited of winterization at that specific time.

140. The number of PRS families assisted reflects the actual number of families registered in the system at the time of assistance.

141. UNRWA Post Distribution Monitoring reports, 2019.142. Ibid.143. The wording of this indicator was updated to better reflect the

operational reality.144. Defined within the scope of the WHO EPI.145. Grade 9 (Brevet) exam results.146. Achievements related to students assisted with this intervention

during the current 2019/20 school year will be reported during the 2020 reporting cycle.

147. An additional 37 non-Palestinian individuals (15-24) also benefited from the Agency’s formal and non-formal skills training.

148. American University of Beirut (AUB) Survey on the Socio-economic Status of Palestine Refugees in Lebanon 2015.

149. Out of the total 393 staff trained, 34 received training on humanitarian principles; 121 have been trained on MHPSS as well as the protection referral system; 26 staff received training on the modality for the provision of emergency protection cash; 27 staff partook in a training on Protection Mainstreaming; 14 staff participated in the Gender Marker and protection checklist trainings; 13 staff were trained on disability inclusion; and 158 participated in a new training module focusing on International Protection which was rolled out in the second half of 2019.

150. Survey did not obtain information on the reason behind not paying for heating.

151. In 2019, two HCs in Zarqa area were merged, increasing efficiency without affecting the availability and quality of services provided to

refugees in this area. 152. The upgrading of this HC was funded through other sources of

funding.153. No EA funding was received for this activity. However, through

projects funds, 33 schools have been rehabilitated across Jordan.154. In the first half of 2019, 138 schools were hosting PRS children,

however this number decreased to 133 in the school year 2019/20. 155. Per its mandate, UNRWA continues to enrol PRS children in its schools

when they arrive in country, are newly recorded with UNRWA in Jordan or reach school age. UNRWA schools enrolled Syrian refugee students until 2013. While UNRWA no longer accepts enrolment from new Syrian refugee students, those Syrian refugees students already enrolled in UNRWA schools are permitted to remain until the completion of grade 10, so as to avoid further disruption of their education and additional psychological and economic stress.

156. No EA funding was received for this activity. However, through projects funds, 33 students (27 females, 6 males) were provided with a backpack.

157. UNRWA has yet to understand why these students dropped out of school.

158. The income as stated includes all donor agreements signed and allocated for 2019 including UN Secretariat support for international staff and in-kind contributions received in 2019.

159. Private sector result excludes US$ 5.8 million received from Regional Governments in Spain as part of Spain National Committee revenue.

160. It is important to note that the UNRWA Strategic Partnerships Division exceeded its overall financial target of US$ 17 million by almost US$ 3 million.

161. Please note that the baseline relates to the indicator “Traditional donors subscribing to AOR to reduce contribution specific reporting requirements” that was included in the 2016-18 RMS. The new indicator in the 2019-21 incorporates all donors.

162. The income as stated includes all donor agreements signed and allocated for 2019 including UN Secretariat support for international staff and in-kind contributions received in 2019.

163. In the 2016-18 RMS, diversified sources were defined as all sources of income, excluding the traditional donor group. This definition has been narrowed under the 2019-21 RMS and the baseline reflects this.

164. Under the 2016-18 RMS, this indicator referred only to private partnership’s share of programme budget income. The indicator has been broadened under the 2019-21 RMS to cover the share of programme budget and EA income.

165. Private sector result excludes US$ 5.8 million received from the Regional Governments in Spain as part of Spain National Committee revenue.

166. UNRWA is measuring food consumption through a methodology aligned with WFP and following the Food Security Sector’s recommendations. Food consumption measuring is part of the PDM introduced by the Agency in 2018. It includes the following categories: i) poor food consumption: households that are not consuming staples and vegetables every day and never or very seldom consume protein-rich food such as meat and dairy; ii) borderline food consumption: households that are consuming staples and vegetables every day, accompanied by oils and pulses a few times a week; iii) acceptable food consumption: households that are consuming staples and vegetables every day, frequently accompanied by oils and pulses and occasionally meat, fish and dairy.

167. During the fourth quarter of 2019, UNRWA distributed school bags to 636 Palestine refugees students though other sources of funding. UNRWA has experienced delays in the purchase, production and receipt of school bags; these are expected to be distributed to all students during the first quarter of 2020.

168. This indicator was updated in 2019. SFO started to report against the updated indicator in the second half of the year.

169. This figure refers to PRS served in the last distribution round (Q4 2019). Throughout the year, UNRWA provided assistance to an average of 27,987 PRS

170. This figure refers to December 2019 and reflects the number of PRS who benefited of winterization at that specific time

171. Grade 9 (Brevet) exam results. 172. An additional 37 non-Palestinian individuals (15-24) also benefited

from the Agency’s formal and non-formal skills training.173. In 2019, two HCs in Zarqa area were merged, increasing efficiency

without affecting the availability and quality of services provided to refugees in this area.

174. No EA funding was received for this activity. However, through projects funds, 33 schools have been rehabilitated across Jordan.


175. In the first half of 2019, 138 schools were hosting PRS children, however this number decreased to 133 in the school year 2019/20.

176. Per its mandate, UNRWA continues to enrol PRS children in its schools when they arrive in country, are newly recorded with UNRWA in Jordan or reach school age. UNRWA schools enrolled Syrian refugee students until 2013. While UNRWA no longer accepts enrolment from new Syrian refugee students, those Syrian refugees students already enrolled in UNRWA schools are permitted to remain until the completion of grade 10, so as to avoid further disruption of their education and additional psychological and economic stress.

177. No EA funding was received for this activity. However, through projects funds, 33 students (27 females, 6 males) were provided with a backpack.

178. This indicator was revised at mid-year report and refers only to the number of injured cases receiving lifesaving medicines in UNRWA HCs.

179. This figure includes all injured cases assisted with lifesaving medicines through EA and other sources of funding.

180. This indicator and related target were reviewed at mid-year report in light of a changed operational context and a general decrease in injuries resulting from the GMR demonstrations.

181. No funds were received against this intervention under the 2019 oPt EA.

182. No funding was received under the EA for this intervention. However, through other sources of funding, UNRWA provided assistance to 2,558 individual cases experiencing protection risks.

183. Stable accommodation refers to those assisted who report that they believe they will be able to remain in their current accommodation for up to 12 months after the protection incident (e.g. security operation, settler violence and/or demolition).

184. This target has been reviewed during the mid-year reporting cycle to better reflect the operational reality.

185. This figure refers to the percentage of neutrality breaches followed up and resolved.


دائرة التخطيطالأونروا - عمان

العنوان البريدي :ص.ب: 140157 ، عمان 11814الأردن

هـ : 580٢51٢ )6 ٩6٢+(

department of planningunrwa headquarters - ammanpo box 140157, amman 11814

jordan

t: (+962 6) 580 2512

www.unrwa.org

وتشغيل لإغاثة المتحدة الأمم وكالة اللاجئين الفلسطينيين في الشرق الأدنى

united nations relief and works agencyfor palestine refugees in the near east