Challenge
During focal group discussions, refugees voiced concerns about the time and cost involved in scheduling appointments at the UNHCR office—whether by traveling in person or waiting on hold through traditional helplines. Some reported spending around 10 JOD just to arrange a visit, adding strain to already limited resources.
Solution
In collaboration with Protection and Helpline teams, the Data Analysis Group (DAG) introduced a straightforward call-based system. Refugees simply phone a dedicated number, follow the automated instructions, and select an available slot—no endless waiting.
