field implementation plan 2014-15

syria

Biennium Plans

1. Gaza

2. Jordan

3. Lebanon

4. Syrian Arab Republic

5. West Bank

6. Headquarters Implementation Plan

This Field Implementation Plan (FIP) has been developed in accordance with the UNRWA

Medium Term Strategy for 2010-15. It articulates the field-level approaches that will guide the

work of UNRWA over the two-year period 2014-15, and the plans, activities and budgets

through which goals will be achieved locally. It describes how UNRWA seeks to accomplish its

programme objectives in a decentralised institutional setting, while allowing the operational

flexibility demanded by specific refugee needs and priorities. Indicators are also identified,

against which results can be measured.

© UNRWA 2013

This Field Implementation Plan was prepared by UNRWA (Syria Field Office), with technical support from the

Programme Coordination and Support Unit.

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 some 5 million registered Palestine refugees. Its mission is to help

Palestine refugees in Jordan, Lebanon, Syria, West Bank and the Gaza Strip to achieve their full potential in human

development, pending a just solution to their plight. UNRWA’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.

Programme Coordination and Support Unit

Headquarters - Amman

Amman, Jordan

Tel: +962 (6) 580 2512

www.unrwa.org

www.unrwa.org

Contents

1 Introduction ...................................................................................................................... 1

2 Situation Analysis .............................................................................................................. 3

3 Strategic Priorities ............................................................................................................. 8

4 Human Development Goals ........................................................................................... 12

GOAL ONE: A LONG AND HEALTHY LIFE .................................................................................................................. 12

GOAL TWO: KNOWLEDGE AND SKILLS ..................................................................................................................... 15

GOAL THREE: A DECENT STANDARD OF LIVING ........................................................................................................... 17

GOAL FOUR: HUMAN RIGHTS ENJOYED TO THE FULLEST ............................................................................................... 19

GOAL FIVE: MANAGEMENT AND SUPPORT SERVICES ................................................................................................. 21

5 Implementation, Monitoring & Reporting Results ............................................................. 23

6 Annex 1: Integrated Monitoring and Budget Matrix ......................................................... 24

7 Annex 2: Financial Performance by Resources ............................................................... 41

8 Annex 3: Table of Priority Projects ................................................................................... 42

9 Annex 4: Risk Management Plan for Implementation Plans – Top Risks ............................ 43

Acronyms and Abbreviations

FIP Field Implementation Plan

GF General Fund

HIP Headquarters Implementation Plan

OD Organisational Development

UNRWA United Nations Relief and Works Agency for

Palestine Refugees

UR Unfunded Requirement

US(D) United States (Dollar)

3

Foreword

By Filippo Grandi

Commissioner-General

To be added with final draft

UNRWA Commissioner General Filippo Grandi

1

1 Introduction

The United Nations Relief and Works Agency

for Palestinian refugees in the Near East

(UNRWA) is currently operating under the

context of a 2010-2015 Medium Term

Strategy (MTS) and in support of this,

develops biennium plans to direct and

support programme implementation. This

biennium plan, 2014-15, is the final biennium

plan in support of the MTS and builds on the

successes and challenges of the 2012-13

biennium plan. It serves as UNRWA’s strategy

for assisting Palestinian refugees in Syria

during 2014-15. The plan, consistant with UN

planning scenarios, assumes that the current

situation in Syria will continue, or worsen. It

therefore focuses on supporting the UN’s

regional humanitarian response to the Syria

crisis, and on providing life saving

humanitarian assistance and ongoing

UNRWA services to Palestine refugees inside

Syria, while also continuing to advocate for

their rights. UNRWA has extensive experience

operating in crises and emergencies, and will

build on this experience to ensure that

Palestine refugees inside Syria benefit from its

existing human resources, infrastructure and

logistical assets.

Since 2010 the number of registered Palestine

refugees living inside Syria has increased from

476,801 to 525, 525 (as of November 2012).

UNRWA is responding to the challenges of

increasing needs of its refugee population in

Syria and continues to provide them with

high quality and relevant services. A

November 2012 UNRWA needs assessments

found that close to the entire remaining

Palestine refugee population is now

deemed vulnerable and in need of support

by UNRWA (over 400,000 out of 525,525

Palestine refugees), and three-quarters have

already approached UNRWA for additional

emergency assistance (360,000).

UNRWA is the largest UN agency in Syria and

employs approximately 3,700 staff. In 2013 it

had a General Fund budget of

approximately USD 44 million and delivered

assistance with support of more than USD 37

million (subject to update) from donors in

assistance to the Syria humanitarian

response.

Prior to the crisis in Syria, 27 per cent of

Palestine refugees were living below the

national poverty line, more than double that

of the overall population (12 per cent).1

Despite this Palestine refugees enjoyed similar

civil and economic rights as Syrian citizens.

While these rights have not changed, the

conflict has exacerbated tensions between

the Palestianian population and different

segments of society in Syria. Additionally,

Palestine refugees have been seriously

affected by Syria’s economic downturn. The

conflict has also highlighted the precarious

situation of Palestine refugees in the region

more broadly, as evidenced by the

Government of Jordan’s policy to prevent

Palestine refugees from Syria from seeking

refuge in Jordan.

The operating context in Syria has changed

substantially since the 2012-13 biennium plan

was developed. When the 2012-13 plans

were drafted Syria was relatively stable,

though experiencing isolated outbursts of

conflict. The 2014-15 biennium process is

characterized by in-stability throughout the

country, resulting in the substantial

displacement and movement of Palestine

refugees and a deepening humanitarian

crisis. Operationally it is anticipated that

there will continue to be challenges to

ensure access to installations due to conflict.

While levels of displacement are hard to

accurately gauge, it is estimated that close

to a half of UNRWA’s beneficiary population

have dealt with periods of displacement

from camps and gatherings, or are currently

displaced.2 At the time of writing the

Yarmouk area of Damascus was largely

empty and conflict was impacting upon the

majority of areas where Palestine refugees

live. In addition 70 per cent of UNRWA staff

has experienced displacement, many of

them several times.

Given the context, UNRWA’s operation in

Syria is shifting to a more direct focus on life

saving activities. Therefore the priorities for

2014-15 will be –

1 UNRWA Needs Assessment, May 2011

2 UNRWA Needs Assessment, November 2012

2

Targeted cash and non-food item

assistance for the most vulnerable

segments of the Palestine refugee

population;

Targeted food assistance;

The provision of shelters for displaced

people;

Ongoing and emergency health,

education and vocational training

support; and

Security upgrades for refugee facilities

and UNRWA installations.

All registered refugees are entitled to access

all UNRWA services, regardless of where they

are in Syria. Prior to the crisis, approximately

three-quarters of all Palestine refugees in

Syria lived in Damascus and its suburbs.

Location Household Persons Male Female

North 8,935 36,918 18,566 18,348

Central 11,346 44,564 22,411 22148

Damascus 102,711 413,497 207,948 205,508

South 6,951 30,546 15,362 15,181

TOTAL 129,943 525,525 264,287 261,185

Data from the November 2012 UNRWA Needs Assessment.

This plan is based on a November 2012 needs

assessment, as well secondary data

collected from the Government of the Syrian

Arab Republic, the UN and other national

and international partners. The changing

situation of the Palestine refugees in Syria is

being monitored by UNRWA and the Agency

will be continually adapting its response

through 2014-15 to reflect in-country realities.

In implementing the strategy UNRWA in Syria

will work in close cooperation with the

General Authority for Palestine Arab

Refugees in the Syrian Arab Republic

(GAPAR), the UN Syria country team, national

partners and the broader international

community to ensure effective aid delivery

and coordination. The Agency will also work

closely with other UNRWA field offices and

partners to ensure cross-border consistency

and cooperation in the delivery of services to

Palestine refugees.

3

2 Situation Analysis

Country Context

The events in Syria since March 2011 have

resulted in a significant increase in

humanitarian needs throughout the

country. The crisis has resulted in significant

casualties and widespread displacement. It

has affected national infrastructure

including water and power utilities, schools,

medical and other social service facilities,

agricultural production and the

pharmaceutical industry. Shortages of fuel

affect the whole economy.

Telecommunications are continually

disrupted. Economically, there are

challenges in internal and external trade,

coupled with the rising costs of imports due

to devaluation of the local currency and

reduced access to international markets for

Syrian goods. These have resulted in

shortages of goods, including basic food

items and medical supplies, alongside

significant price increases for those goods.3

Economic sanctions have further

aggravated the situation as international

transactions become more difficult for both

the public and the private sectors. Rental

costs for displaced Palestine refugees are

unsustainably high and, in with the

continuing degradation of coping

mechanisms and social safety nets,

vulnerability is increasing rapidly. These

factors greatly impact the cost of living for

Palestine refugees and UNRWA’s in-country

operating costs.

The United Nations has significantly

increased its operating capacity in Syria

and its support for people living in Syria who

have been affected by the conflict.

Through the Humanitarian Assistance

Response plans, the United Nations has

3 Dec 2012, Humanitarian Assistance Response Plan for

Syria, 1 January-30 June 2013, Government of the

Syrian Arab Republic (prepared in coordination with

the United Nations System).

http://reliefweb.int/map/syrian-arab-republic/syrian-

arab-republic-humanitarian-dashboard-26-jan-2013

sought significant support for the needs of

conflict-affected people from the

international community. UNRWA has,

through the SHARP, sought significant

support from the international community

to meet the increased needs of Palestine

refugees. UNRWA has played an effective

role in the working groups that the UN has

established in Syria, in supporting improved

aid coordination. This role will continue in

2014-15 in support of clusters and working

groups that have been established to

support the broader humanitarian response

to the emergency in Syria and in response

to the declaration of a Level 3 emergency.

Palestine refugees have remained neutral

within the wider conflict but continue to

suffer the effects of armed clashes and

shelling. Many Palestine refugees have

been killed or injured producing a rapid

increase in the number of orphans, female-

headed households and people with

disabilities. A pattern of continuous,

repetitive displacement has emerged,

whereby families flee armed clashes in one

area, only to be displaced again when the

conflict approaches their new locations.

Those that choose to stay are typically

those that cannot afford to leave, with

direct armed conflict, movement

restrictions, shortages of essential supplies

and lack of access to water and electricity

compounding their already high levels of

poverty. At the time of writing many

Palestine refugee camps and gatherings,

particularly those in Rif Damascus,

experienced daily shelling and there were

large scale displacements from Yarmouk,

Sbeineh, Khan Eshieh, Sit Zeinab,

Husseiniyeh and Ein el Tal in Aleppo. Camps

in Homs and Dera’a have also experienced

intense and on-going armed conflict.

Prior to March 2011, Palestine refugees were

already among the poorest communities in

Syria, with over a quarter estimated to be

living below the poverty line (USD 2 dollars

4

per day) and over 12 per cent unable to

meet their basic food needs. The conflict,

sanctions and other economic strains has

further exacerbated this, resulting in a sharp

rise in essential commodities, placing them

out of reach for the thousands of Palestine

refugees who were destitute even prior to

the conflict. Female-headed households,

the elderly, disabled, and chronically ill

have been amongst the most severely

affected. As the Syrian economy

contracted, unemployment deepened and

many more Palestine refugees lost their jobs

or were unable to find work.

The conflict has affected humanitarian

access and disrupted education,

vocational training and health services,

exacerbating stress and uncertainty in

refugee communities. UNRWA operations

are increasingly affected by the conflict,

with many facilities sustaining damage, and

staff members numbering among the

casualties. During the conflict UNRWA has

supported large numbers of displaced,

including Syrians, with temporary shelter in

its schools and in community facilities. As at

March 2013 UNRWA facilities are currently

housing over 7500 IDPs, including

approximately 4,000 in non-UNRWA

facilities.

Six UNRWA staff members have tragically

lost their lives since and conflict began and

in addition to the violence of conflict every

week brings more stories of kidnappings,

disappearances, car-jackings, including

among staff and their friends and families.

Over 160 national staff members have

taken leave without pay and many have

left the country entirely. Those that continue

courageously to work on behalf of their

communities suffer extreme distress and

anxiety.

UNRWA’s staff and operational capacity is

being maintained, enabling the Agency to

offer its regular and relief support to

refugees and affected families. While

modalities of service delivery will continue

to change, UNRWA will continue to deliver

basic services and urgent relief support to

the Palestine refugee population

throughout 2014-15.

UNRWA in Syria’s delivery response since the

start of the conflict to December 2012

Service Delivery Response

Cash

Assistance

and Shelter

Provision

Provided to 54,000 families (252,000

individuals, average USD 42 per day)

Up to 11,400 IDPs in UNRWA

collective centres

Food

Assistance

Provided to 21,600 families (97,200

individuals)

Health Care Approximately 23,000 refugees

served at UNRWA clinics

Approximately 3,600 refugees

provided with secondary/tertiary

care at facilities.

Approximately 20,000 refugees

provided with essential and life-

saving drugs.

Environmental

Health

One garbage collection truck

provided camps with regular

garbage collection services.

Education Approximately 54,000 children

enrolled at UNRWA schools, under

flexible scheduling due to the

security situation.

Education staff trained in

implementing alternative education

modalities

Alternative education materials

(home study and DVDs) developed.

Safety and

Security

UNRWA 24hr Operations Centre

established

36 staff members trained in

emergency response and hazardous

environment awareness

11 staff members trained in

armoured vehicle operations

UNRWA facilities upgraded for

enhanced security

Capacity and

Management

NRC-seconded Humanitarian

Coordinator provided support on

protection and humanitarian

assessments

Two temporary emerge staff from

Gaza brought in to support finance

and project management

UNRWA area staff provided support

to increase their resilience and ability

to stay on the job delivering

humanitarian services.

Source: UNRWA Syria Crisis Response, January – June 2013

Needs Assessments: Data and Analysis

The situation for Palestine refugees in Syria is

acute, and prolonged humanitarian needs

are expected to persist for several years.

Existing resilience, coping mechanisms and

social safety nets are diminishing, increasing

the urgency and demand for UNRWA

services exponentially. Many Palestine

refugees who had previously been self-

reliant have found themselves relying on

5

UNRWA for essential support, while aid

dependency deepened among those

already living in hardship. In tandem

security risks are increasing rapidly,

constraining UNRWA’s operational capacity

while needs increase.

The priority needs of affected populations

differ from one area to another. In the

directly affected areas, which continue to

shift and expand, life-saving measures

including food assistance, water supplies,

nutrition and emergency medical services

and non-food items are the priority and

need scaled-up support4. Adequate

alternative shelter arrangements are

urgently needed for those that left their

homes as a result of the current events and

are temporarily seeking safety and shelter in

schools and other public facilities with

limited sanitary facilities. Those unable to

return to their homes are in need for

additional assistance, including food,

mattresses and bedding, kitchen and

hygiene sets, clothes, baby supplies and

other basic items. Adequate sanitary

conditions and access to clean water are

crucial in these temporary settings to avoid

the outbreak of diseases. Many have lost

their sources of income and require cash

assistance and income-generating

activities in order to cover their immediate

requirements for a minimum standard of

living and avoid the resorting to negative

coping strategies. There is a widespread

need for access to psychosocial support to

better enable people to cope with their

negative experiences. As the resources of

host families are becoming increasingly

exhausted, they too are in need of

additional support, including through the

provision of food and non-food items. The

urgency in delivering these needs cannot

be under-estimated, and response times in

providing services are often day-to-day,

hour by hour.

Schools, medical facilities and other public

infrastructure and services in indirectly

affected areas need to be upgraded or

rehabilitated in order to cope with the

4 The following assessment of needs comes from the

Humanitarian Assistance Response Plan for Syria, ibid.

additional number of people and needs.

Access to education is critical for the

children affected by the events. Figures

provided by the Ministry of Education in

Syria show that some governorates have

very low school attendance rates, because

schools have been targeted or are hosting

people that left their homes.

Over 400,000 refugees are in need of

support for their food, shelter and NFI needs.

Therefore UNRWA is providing support for

these areas through both cash and direct

distribution. 129,092 families (521,843

people) have reported a need for fuel and

the homes of more than 1,800 Palestine

refugees have been partially damaged,

with close to 900 completely demolished. In

addition, ‘safe spaces’ are increasingly

diminishing. To December 2013, 31 UNRWA

schools are reported as damaged, with 106

operational). 82 of the Agency’s schools

are in Damascus, and have been heavily

affected by the displacement in Yarmouk.

Of the 503 water wells functional in UNRWA

serviced areas, only 15 are estimated to be

unaffected by the conflict.

UNRWA and interlocutors in Syria fear the

situation will further deteriorate, anticipating

a continued break-down of the

infrastructure that supports normal life.

UNRWA is also concerned about ensuring

access to and from camps and gatherings

for both Palestine refugees and UNRWA

services. Palestine refugees lack many of

the flight options available to Syrians. It is

therefore expected that the bulk of the

Palestine refugee community will remain

inside Syria, or transiting in and out,

throughout 2014-15. Given this, the above

detailed needs are projected to remain,

and in some areas, increase throughout the

planning cycle.

There are also indications that the banking

system is under unprecedented pressure. At

present UNRWA remains able to use local

banking systems to support its cash

assistance programme, though in the

absence of this it can rely on direct physical

distributions. A risk facing the cash

assistance programme is that the banking

sector in Syria will not be able to provide

cash and support for operations in Syria.

6

The feasibility of this assistance would be

reconsidered in this circumstance.

Previously UNRWA procured many of its

goods from within the country. Increased

instability, rising inflation and transportation

challenges are making access to major

commodities, like food, pharmaceuticals

and fuel more costly and difficult to obtain.

UNRWA is working to meet these challenges

through alternate procurement and

transport modalities in cooperation with

partners.

Planning Assumptions

UNRWA’s main planning assumptions for the

Syria crisis are:

Continued protracted conflict.

Continued deterioration of the

economy and infrastructure.

Continued population displacement

and refugee outflow.

More specifically,

There will be a significant and

widespread shrinking of humanitarian

space, with regular closure of UNRWA

facilities. However, UNRWA will continue

to have access to most of its facilities.

UNRWA and Palestine refugees in Syria

will continue to depend on the

assistance and support of the Syrian

authorities.

UNRWA will collaborate with its

humanitarian partners, particularly in

planning, delivery and response to IDPs

within Syria and refugees in Jordan or

Lebanon.

UNRWA will work with in-country

partners in providing and sourcing

assistance for Palestine refugees.

Palestine refugees will continue to

benefit from Agency advocacy on their

behalf with the host governments and

other relevant stakeholders.

Contingency plans relying on area staff

and employing remote or partially

remote operations will be employed

should security conditions dictate

removal of core international staff from

Syria.

UNRWA will continue to improve its

security and risk management system

that operates in close collaboration with

the UN Department of Safety and

Security (UNDSS) and within the UN

Security Management System.

UNRWA area staff continue to be under

increasing economic and personal

strain. This will result in reduced

operational capacity. This will be

accounted for and mitigated to support

ongoing operations.

While UNRWA’s primary planning

assumption assumes continued protracted

conflict, the Agency is simultaneously

planning for stabilization and an early

recovery phase. This FIP will be reviewed on

an ongoing basis to adapt UNRWA’s

response and has preparedness measures

in place for eventualities. Preparedness

measures incorporate training programmes,

shelter rehabilitation, micro-credit and small

business support.

In adapting to the current scenario UNRWA

has significantly expanded coordination

and cooperation with UNCT partners,

providing joint distributions in mixed

Syrian/Palestinian neighbourhoods and

distributing assistance to opposition

controlled areas through inter-agency relief

convoys. UNRWA is also undertaking

partnerships with non-government

organisations. It is investigating the

establishment of integrated procurement

systems with other agencies.

Risk Analysis, Management and

Contingency Planning

The increasing challenges of humanitarian

access and the likelihood of further, and

possible intensified conflict require

continuous risk analysis, risk management

and contingency planning. Operationally

the risks faced by UNRWA in Syria are

consistent with Agency-wide core risks

related to the socio-political, financial and

security context, though these are

heightened in the context of Syria. The

7

Syria Field Office's primary risks centre on an

escalating security situation with

corresponding demands for services in the

context of limited operating space. More

specifically, the key risks are the following -

Rapidly increasing costs of basic goods.

Increasing demands and decreasing

operational capacities due to limited

finances, human resources and

humanitarian space.

Reduced in-country capacity to

provide services, including through the

health, education and banking sectors.

Increasing demands and challenges

meeting of the beneficiary community.

Potential hostility from host communities

as their services diminish and services for

Palestine refugees continue.

Loss of UNRWA staff capacity and direct

security threats to the Agency.

Loss of Agency facilities and office

space.

Palestine refugees perceived as a party

to the conflict.

UNRWA in Syria’s contingency planning

focuses on the continuity of operations and

supply chains. Within Syria the Agency has

shifted its team into a humanitarian and

emergency response focused structure. This

includes decentralizing operations to allow

for continued delivery in instances where

communications and movement with

Damascus may be restricted. In addition,

UNRWA’s emergency roster staff has

received emergency training and remains

prepared for deployment for the Syria

response as appropriate.

Supply chain challenges are being met

through various modalities of remote or

partially remote management from Amman

and/or Beirut. For example, as national

procurement has become increasingly

constrained, international procurement has

been relied upon. This increases the price of

goods and assumes working ports and

open borders, but it remains a viable option

to ensure the delivery of goods for the

foreseeable future.

Humanitarian access to areas of insecurity

will continue to be guided by UNRWA’s

Syria operations centre in coordination with

UN Department of Safety and Security. To

ensure continued access to areas of

insecurity the Agency is enhancing and

developing partnerships with humanitarian

actors, national and international. It has

also established partners with community

organizations in areas of Palestine refugee

concentration to ensure that the distribution

of goods to Palestine refugees is done in

tandem with the distribution of goods to

host communities.

The last quarter of 2012 saw the neutrality of

Palestine refugees come under huge

pressure, with the conflict increasingly

penetrating their communities. The risk of

heightened tensions between Palestine

refugees and other Syrian nationals is an

increasingly heightened one. The rationale

of socioeconomic resilience will remain

relevant and critical in 2013. The vast

majority of Palestine refugees maintain a

neutral stance and refrains from

involvement in the conflict. In tandem with

its humanitarian and human development

work, the Agency will continue to remind

staff and refugees of the importance of

maintaining this stance. This was a major

theme of the Commissioner-General’s

messages during his December 2012 field

trip to Syria.

More generally, risks and the contingency

responses will be continually evaluated,

adapted and adjusted as the situation

evolves throughout 2014-15. Risk and risk

management is further elaborated on in

Annex 3.

8

3 Strategic Priorities

The 2014-15 Field Implementation Plan for

UNRWA in Syria will be in line with UNRWA’s

four Human Development Goals and fift

management goal, consistant with UNRWA’s

2010-15 Medium Term Strategy –

i. A long and healthy life

ii. Acquired appropriate knowledge

and skills

iii. A decent standard of living

iv. Human rights enjoyed to the fullest

extent possible.

v. Effective and Efficient Governance

and Support

Within these goals the focus will be on the

provision of ongoing services, coupled with

life-saving humanitarian support. In doing

this, UNRWA aims to enhance the

socioeconomic resilience of Palestine

refugees, and strengthen their ability to cope

in the Syria conflict.

UNRWA’s humanitarian support will be

delivered in close consultation and, where

relevant, partnership with its sister United

Nations agencies, non-government and

community organisations. This will help to

ensure aid effectiveness and prevent

duplication. UNRWA will participate in inter-

agency convoys to support streamlined and

secure provision of assistance to refugees in

need in Syria.

In relation to humanitarian assistance, the

Agency will direct its support to the provision

of cash, food and non-food items, shelter,

and emergency health and education

services. Implementation of UNRWA’s

development goal 5, ‘Effective and Efficient

Governance and Support’ is as a key priority

to support UNRWA’s ongoing and

humanitarian programme delivery. There are

increasing challenges around security,

logistics and procurement, and an increased

need to be more flexible and creative in

service delivery.

Strategic Priorities by Human Development

Goal

Building on the data collected in the UNRWA

November 2012 Needs Assessment and the

planning assumptions for 2014-15, a

prioritisation exercise was undertaken for the

2014-15 biennium planning process and a

logical framework developed. The logical

framework documents the goals, targets,

outputs and indicators that will be used to

guide and monitor UNRWA in Syria’s work for

2014-15. The following provides a short

summary of the key strategic priorities that

UNRWA will focus on in 2014-15 in Syria. These

are further elaborated on in under section 4

of this document and in the logical

framework (Annex A) and additional annex.

Goal 1 – A long and healthy life

UNRWA will work to ensure that Palestine

refugees in Syria will continue to have access

to primary, secondary and life-saving health

care. Where the security situation permits,

UNRWA will continue to operate primary

health centres and ‘health points’ for

internally displaced Palestine refugees and

to provide essential drugs, medicines and

basic hygiene needs. Ensuring the health

status and reducing the spread of disease

amongst internally displaced persons (IDPs) in

camps and IDP centres will also be a priority.

In addition the Agency will work to ensure

that Palestine refugees in Syria are provided

with adequate drinking water, sanitation and

solid waste collection services. Where the

security and staffing situation permits,

UNRWA will seek to continue the

implementation of Agency-wide reform

initiatives such as the Family Health

approach. UNRWA will engage in the United

Nation’s coordinated support for health in

responding to the crisis in Syria, through

participation in the Health Cluster group.

9

Goal 2 – Acquired appropriate knowledge

and skills

UNRWA will work to support Palestine refugee

children to be able to continue their

education despite conflict and

displacement. Prior to the conflict, UNRWA

was supporting over 66,000 children to

achieve basic education up to grade 9.

Since the conflict commenced, UNRWA’s

commitment to the education of Palestine

refugee children in Syria has not changed

and extensive remedial learning activities

have taken place to support the educational

needs of children affected by conflict and

lack of access. UNRWA in Syria has also

worked in partnership with UNRWA in

Lebanon to support the education of

refugee children who have sought

temporary refuge in Lebanon.

In 2014-15 UNRWA will build on the initial steps

to support education in the current conflict,

by facilitating flexible approaches to

delivering education. This will comprise

UNRWA’s regular education services through

its network of schools in Syria, and through

the development of appropriate distance

and home-based learning support, including

satellite television classrooms.

UNRWA will engage in the United Nation’s

coordinated support for education in

responding to the crisis in Syria, through

participation in the Education Cluster group.

Goal 3 – A decent standard of living

UNRWA will continue its significant efforts to

support Palestine refugees to achieve a

decent standard of living, which is now a

greater challenge than ever before in Syria.

UNRWA has responded to this challenge by

piloting cash assistance as a means of social

transfer, in an effort to bridge the ever-

widening poverty gap in Syria. This will

continue to be a central pillar of UNRWA’s

support for Palestine refugees in 2014-15.

UNRWA will also focus on meeting the

immediate needs of the displaced in Syria

through the extensive supply of food parcels

and non-food item distributions in IDPs

collective centres and in the community.

UNRWA will also seek to support refugees to

be better able to cope with their

accommodation needs in an environment

where appropriate and safe shelters are

difficult to find and costs of rent exorbitant.

Temporary shelters for IDPs will be maintained

and the likely need for them increased. These

shelters will be supported with regular

maintenance work.

UNRWA will engage in the United Nation’s

coordinated support for the response in Syria,

through participation in the logistics cluster

and sector groups relating to, non-food

items, food and shelter.

In an environment of conflict there will sadly

be increased victims of gender-based

violence (GBV). UNRWA’s GBV programming

will focus on prevention of violence and the

provision of protection responses. UNRWA will

deliver this assistance in concert with UN

agencies and partner organisations working

in this area.

Goal 4 – Human rights enjoyed to the fullest

extent possible

UNRWA will enhance its protection strategy

with a focus on continued advocacy for

Palestine refugees in Syria and providing

support to newly vulnerable families. In

addition, protection programming will be

strengthened and expanded to support

Palestine refugees where issues related to

rule of law and neutrality emerges. Ongoing

support will be provided to Iraqi Palestine

refugees in the form of cash and rent

assistance while they await resettlement in

third countries. This support will be provided

in partnership with assistance provided to

refugees from Iraq by the United Nations High

Commissioner for Refugees. The registration

of refugees will continue, critical to ensuring

that their rights as Palestine refugees are

assured. Partnerships with community-based

organisations will continue, with a focus on

the delivery of humanitarian services.

10

UNRWA will continue to engage in the United

Nation’s support for protection in responding

to the crisis in Syria, through participation in

the Protection sector working group.

Goal 5 – Effective and Efficient Governance

and Support

Increased levels of conflict have affected

UNRWA’s regular service provision, with issues

of access, supply and theft of much needed

humanitarian support. In particular,

procurement is becoming more challenging,

as in-country supply of goods reduces,

alongside access to viable border crossing,

and increasingly expensive. To address this,

the Agency will develop new supply chain

strategies and work with UN partners such as

the World Food Programme and the United

Nations High Commissioner for Refugees to

strengthen our access to goods and supplies.

UNRWA will also work in partnership with UN

agencies to provide support in aid convoys

to help ensure that much needed supplies

reach beneficiaries.

UNRWA will also seek to further enhance the

security of UNRWA staff and facilities in order

to provide emergency services to refugees.

Monitoring will continue of UNRWA

programming to ensure that the best possible

services, given the context, are delivered.

Human resources services will focus on

ensuring that UNRWA is best placed to

respond flexibly to its regular programming

and humanitarian needs.

Cross-cutting Issues

Disability: In an environment of conflict,

people with disabilities are among the

hardest hit, with reduced mobility and

access to services. Prior to the conflict, of

UNRWA’s beneficiary population, 15,766

people self-identified as disabled. The

majority of these people live in and around

Damascus. In UNRWA’s November 2012

needs assessment it was found that an

additional 368 people had become disabled

by the conflict. UNRWA will seek to prioritise

support to people with disabilities, especially

to provide accommodation and cash

assistance support to those who are internally

displaced and to ensure that the Agency’s

support reaches them. This will also include

the provision of wheelchairs and prosthetic

devices.

Gender: Gender is mainstreamed as a cross

cutting issue in all UNRWA programmes and

projects in Syria. In addition to

mainstreaming, UNRWA has a specific focus

on vulnerable women in its regular

programming and urgent relief response.

Female-headed households are particularly

vulnerable in situations of unrest and conflict.

There are currently 24,331 female-headed

households, one fifth of the UNRWA

beneficiary population in Syria,

predominantly located around Damascus.

As conflict continues, this number is likely to

increase. UNRWA will seek to prioritise

support to female-headed households,

especially to provide accommodation and

cash assistance support to those who are

internally displaced and to ensure that the

Agency’s support reaches them.

In addition, as with most conflict settings,

domestic violence and GBV are increasing.

Early and forced marriages of girls, which are

common in rural areas, are also likely to

increase as negative coping mechanisms,

particularly amongst those displaced from

their homes as their stay as refugees and

displaced lengthens. In some cases, girls and

women may resort to exploitative

transactional sex to survive. UNRWA will work

in partnership with UNFPA and community

groups in consultation with the Protection

working group to monitor and address issues

of GBV in a coordinated manner (see also

Goal 3).

Youth: In March 2012 UNRWA adopted an

agenda of 10 commitments to youth. A

long-standing project in Syria, supported by

the European Union provided the

groundwork for this initiative, UNRWA will

continue implementing this initiative through

11

its on-going ’Engaging Youth’ project,

targeted at supporting youth through in the

conflict through providing employability and

vocational skills. Through the Damascus

Training Centre’s ongoing operations, where

conflict permits, support for targeted

technical and vocational training will

continue to be provided to support Palestine

refugee youth to obtain internationally

recognised qualifications and also trade

related skills to assist Syria to recover from

conflict.

Protection: While the rights of Palestine

refugees in Syria have not changed, they are

finding themselves under increasing pressure

as a result of the conflict both in meeting

their basic needs, rights and neutrality. The

majority of the Palestine refugee population

in Syria is now considered to be vulnerable

by UNRWA. There are also specific groups

whose needs require dedicated support and

monitoring, such disabled people, female

headed households and the elderly. As an

example, UNRWA’s November 2012 needs

assessment found there are currently 43,618

elderly people living alone without support.

In response, UNRWA will further develop a

strategy to support the protection of

Palestine refugees in Syria. In implementing

this strategy, UNRWA will continue to

emphasise and advocate for the needs,

rights, neutrality and security of Palestine

refugees. This will be done through public

and private means, including the Syria

Humanitarian response plan, official

statements, and direct approaches to

authorities.

Safety and Security: The objective of

strengthening resilience for Palestine

refugees will be achieved through an

increased emphasis on safety and security

for UNRWA operations and beneficiaries.

UNRWA in Syria will prioritize the physical

upgrading of its facilities, as well as seeking to

secure safe movement and travel for staff.

UNRWA’s 2014-15 plan includes provisions for

supporting UNRWA staff still living in conflict

affected areas and reporting to work.

12

4 Human Development Goals

GOAL ONE: A long and healthy life

Results from the 2012-13 Biennium

Consistent with previous years, 2011

marked a positive increase in the quality of

UNRWA in Syria’s health services. Indicators

were improving and in line with the health

of the Syrian population. For example,

consultations per doctor were down to 85

in two out of the four quarters of 2011, with

an average antibiotic prescription rate of

31 per cent. The steady decrease in

consultations per doctor enabled doctors

to spend more time with each patient (4

minutes per consultation) compared to a

baseline of 3 minutes. Around 36 per cent

of all outpatients and clients attended

regular clinics by appointment, starting to

normalize the workload for health care

staff and provide more efficient services.

In addition, UNRWA successfully managed

non-communicable disease treatment,

ensuring that the detection rate of late

complications among NCD patients

reached a target of 14 per cent. One of

the field’s highest priorities was community

health awareness campaigns, focusing

particularly on pre and ante-natal care.

These campaigns contributed to a low

maternal and infant mortality rate (10 per

100,000 and 20 per 1000 respectively),

achieving targets. Vaccination rates for

infants below 12 months reached 99.9 per

cent, and for children of 18 months the

health team achieved a rate of 100 per

cent coverage, preventing the spread of

communicable diseases amongst children.

However, these gains could not be

sustained throughout 2012-13. The crisis in

Syria has caused serious disruption to the

health system and to the operation of

UNRWA’s health services. It has severely

affected the health care infrastructure, the

health workforce and the availability of

essential medicines and supplies. Doctors

have been targeted for assassination and

there was reduced access to medicines

and specialist medical services. According

to government statistics, almost 35 per cent

of hospitals and approximately 10 per cent

of health centres are reported as

damaged.5 The emergency transport

system is also affected due to shortage of

available ambulances - over 40 per cent of

the total available ambulances are

targeted or damaged.6 Lack of access to

health care facilities due to the current

events and severe shortages of medicines

are among the main obstacles to the

provision of health care, as well as

increased incidences of communicable

diseases. Outbreaks of certain

communicable diseases (Hepatitis and

Typhoid) associated with poor housing,

sanitation and hygiene, overcrowding and

unsafe water have been reported.

The worsening insecurity is also preventing

many health care workers from reporting

to duty, contributing to severe staffing

shortages in hospitals and other health

facilities. Many doctors have left the

country, as an example, over 50 per cent

of the medical doctors have left Homs.7

UNRWA’s own primary health services have

been forced to close temporarily in areas

where conflict has prevented safe access

for staff and patients.

The confluence of damaged health

infrastructure, disrupted supply chains,

over-stretched human resources, shrinking

humanitarian space and the depleted

capacities of partners and contractors’ is

contributing to poorer access to health,

and the diminished scale and scope of

UNRWA’s health interventions. The growing

humanitarian needs of the Palestine

refugee community has meant that health

services have shifted to cater to the

emerging humanitarian priorities of an

increasing number of vulnerable and

displaced Palestine refugees. Work to

implement planned Agency Health

Reforms – namely the Family Health Team

5 SHARP, 2012

6 ibid

7 ibid

13

approach and e-Health has not been able

to be implemented to the extent that was

planned. In the first quarter of 2012 the

Family Health Team approach

commenced in one health centre in Syria,

but plans to expand further were not able

to be implemented.

Sustained service provision for basic health

care, un-interrupted care for treatment

and management of non-communicable

diseases (NCDs) – namely Diabetes Mellitus

(DM) and Hypertension (HT), specialist care

for pregnancy related needs, mental

health, oral health, and referral specialist

care for complicated NCDs were the

health priorities throughout 2012-13.

UNRWA in Syria maintained open its health

centres throughout the first half of 2012 in

Damascus, and as health centres have

closed or where additional demand exists,

UNRWA has created ‘health points’ in

areas of Palestine refugee concentration

to deliver services to the population and to

internally displaced refugees. Staff working

in and managing these points have been

provided with training on emergency

response and security.

UNRWA worked to ensure that there are

ongoing supplies of insulin and other

essential medicines for refugees with non

communicable diseases (NCDs), which

pose life threatening risks, ensuring that

patients with these diseases have enough

supplies to cope in situations of lock down

and conflict.

Operational modalities for providing

secondary and tertiary care have shifted

to embrace evolving ground realities. With

depletion of capacity of public sector

hospitals, UNRWA has relied on referrals to

private hospitals for the increasing number

of Palestine refugees in need of

immediate, complex, life-saving trauma

care (and subsequent disabilities related

service provision – physiotherapy,

prosthetic). In 2012 UNRWA referred 912

cases for care, reimbursing costs,

compared with 100 in 2011.

Expected focus for 2014-15

The impact of the conflict has placed

serious strain on UNRWA’s operations due

to the increase in health needs coupled

with the absence of alternative health

care services and providers for Palestine

refugees to rely upon. To overcome these

challenges and maintain health services to

Palestine refugees, UNRWA will be

continually adapting its approach to

health care delivery. The focus for 2014-15

will be on the provision of core services

and enhanced rapid response and mobile

services. Health care services will target

living-saving care, immunisation and pre

and post-natal care, as well as providing

as primary and secondary care where

possible. Hygiene and sanitation kits will be

delivered along with the medical care. To

adjust and address the changing disease

and injury burden, UNRWA will strengthen

trauma care and referral arrangements

with providers and partners for

disability/rehabilitative care with partners

(for example, ICRC). It will link those in

need with other existing social services. In

addition the Agency will work to ensure

that Palestine refugees in Syria are

provided with adequate drinking water,

sanitation and solid waste collection

facilities.

Where possible, early recovery work will

repair destroyed and damaged health

infrastructure and strengthen the health

workforce. Where the situation permits and

capacities are available, the health team

will continue to roll out the UNRWA Family

Health Team approach and e-health

reforms.

Implementation summary for 2014-15

In order to meet the needs of an

increasingly mobile population UNRWA will

enhance its delivery methods with the

provision of standalone clinics and mobile

delivery of health services. This will include

creating ‘health points’ in places where

refugees are congregating, such as

Internal Displaced Person (IDP) collective

14

centres, temporary shelters and host

communities. Health points will be

equipped with trained medical personnel

and supplies. UNRWA will work with

partners, such as the International Medical

Corps (IMC), to deliver emergency health

services in established and new health

points.

In addition, UNRWA will continue to focus

on utilising referral networks where they

continue to exist in the provision of

secondary and tertiary care for

complicated NCD and trauma cases. Due

to the closure and reduced capacities of

pharmaceutical companies within Syria,

supply chain challenges will be mitigated

through the partial procurement of

medical supplies through international

channels. Compared to procurement of

supplies previously in Syria, this is likely to

increase the costs of the supplies and

delivery.

As previously noted, UNRWA will take a key

role in the United Nation’s coordinated

response to the health sector’s needs in

Syria, including through participation in the

Health Sector Cluster. UNRWA will also

work with other international organisations

and community organisations to support

the health of Palestine refugees in Syria.

15

GOAL TWO: Knowledge and skills

Results from the 2012-13 Biennium

Palestine refugees for some time were less

affected by the crisis in Syria than their

neighbours, with camps largely isolated

from the conflict, with the exception of

Lattakia and Homs – the first where the

population was evacuated and the

second due to close proximity to the

conflict. Because of this, in 2011 UNRWA’s

high standards of results for education

were largely maintained and Palestine

refugee children continued to outperform

their Government of Syria counterparts. 84

per cent of boys and 91 per cent of girls

passed the year 9 exams while by

comparison, pass rates amongst Syrian

students for the same exams were around

70 per cent. 80 per cent of teaching staff

met professional requirements, and training

was provided to 50 per cent of teachers,

focusing on newly and recently appointed

teachers.

There was a noted reduction in school

attendance by the end of 2011 with

reduced attendance of students at

schools in areas such as Dera’a, Homs,

Hama and Latakia hardest hit. In Dera’a,

for example, schools were closed for one

month due to military operations. Even

when schools remained open, access for

both students and teachers compromised

regular functioning. It has been estimated

that nearly 12,000 of the approximately

66,000 students educated by UNRWA each

year in Syria had their education disrupted

in some way by late 2011.

Increased proximity to conflict meant that

results from 2011 have not been able to be

maintained in 2012-13. In particular, since

December 2012, in Yarmouk the shelling

has resulted in the closure of 29 schools

accommodating 27,000 students. Overall,

out of 118 schools only eight schools have

continued to operate without temporary

closures or interruptions.

This situation is now exacerbated, as

prolonged periods of displacement from

homes and the extensive movement of

internally displaced persons will reduce the

access of students to educational

opportunities and hence to productive

futures. The compounded effect of

prolonged unrest is likely to be

considerable, especially when considering

the increasing psycho-social effects of

conflict on children.

The education programme has undertaken

several approaches to address the impact

of the conflict –

1. Keeping schools open in secure areas;

2. Providing supplementary classes and

additional tuition for students whose

education had been disrupted by conflict;

3. Meeting the needs of displaced students

to ensure the continuation of education

through grades 1-9.

4. Enhancing the capacities of staff to

provide education in emergencies through

engagement in the International Network

for Education in Emergencies.

5. Developing capacity and preparedness

to provide self-learning materials and

distance based education.

In early 2013, 70 school premises were

functioning; 48 UNRWA schools and 22

Governmental schools. The governmental

schools were provided by the Ministry of

Education for displaced children. At the

time of writing, 26,000 children continue to

be enrolled in UNRWA’s education

programme (out of 66,000, pre-crisis).

Child-friendly spaces and ‘learning points’

were established in community safe

spaces, IDP congregation points and IDP

centres. These were equipped with

teachers, educational support staff and

facilities to access self-learning and wrap-

around materials for all grade levels (e.g.

the internet). To support self-learning

UNRWA is also in the process of developing

television/DVD-based learning. In

collaboration with UNICEF,

UNRWA is establishing educational clubs

for recreation and support learning

activities. The Agency is also implementing

special classes for the preparation of the

state examination for grade 9, in order to

allow children to graduate from secondary

education.

16

Expected results for 2014-15

In 2014-15 UNRWA will continue to deliver

education to Palestine refugee children,

even though the environment is likely to be

marred by conflict and lack of access to

this basic human right. All efforts will be

made to continue education where

possible and improve school capacity,

integrating affected children into open

schools and providing alternative learning

opportunities such as remedial and

vocational education where needed. To

meet the educational needs of children

who cannot access UNRWA schools,

Palestine refugee children will be

supported with home learning and

distance learning materials. In addition

partnerships will be formed to provide

affected children with psychosocial

support and urgent school supplies.

A key focus will be on returning the

engagement of children in the education

programme to pre-crisis levels, through the

formal education sector and alternative

education models. This will necessitate the

identification and mobilization of

infrastructure for safe learning

environments and public outreach to

encourage students to participate in their

education. In order to maintain UNRWA’s

current teacher levels and standards,

teachers will be trained in the provision of

psycho-social support, and have access to

psycho-social support facilities.

Currently the majority of UNRWA’s

education buildings require reconstruction

and some level of repair. While the focus of

UNRWA’s support in the 2014-15 biennium

will be on investments in the areas of

improved access to education and

teacher capacity-building, where there is

opportunity, the rehabilitation of buildings

will be considered, if donor funding is

available and the security situation permits.

Implementation summary for 2014-15

Through its ‘Emergency Education’

initiative the Agency will continue to

deliver emergency education to the

highest standards possible. Staff and

learning materials will continue to be a

funding priority and safe locations will be

sought to educate children. Mobile

education tactics and rapid response

methods will be used support the learning

opportunities of children. The strategies

currently being used, ‘learning points’, self-

learning, and special classes will continue

to be used.

In addition, throughout 2014-15 training will

be provided using in-country resources and

employing alternative training

methodologies. This is due to the security

risks and costs associated with undertaking

comprehensive external training. It is

therefore unlikely that UNRWA will be able

comprehensively to increase the

educational qualifications of unqualified

teachers throughout 2014-15.

As previously noted, UNRWA will take a key

role in the United Nation’s coordinated

response to the education sector’s needs

in Syria, including through participation in

the Education Sector Working

Group/Cluster. UNRWA will also work with

other international organisations and

community organisations to support the

education of Palestine refugees in Syria.

17

GOAL THREE: A decent standard of living

Results from the 2012-13 Biennium

Syria’s employment sector has been badly

affected by the conflict, and this in turn

has negatively impacted Palestine

refugees who often work as day-labourers

or in other unskilled workforce sectors.

Nonetheless, in 2011 microfinance was

able to finance an average of over 4,400

loans per quarter, though as the crisis

worsened so too did prospects for start-up

businesses. UNRWA’s Engaging Youth

project demonstrated largely positive

results; using established youth centres to

offer career advice and vocational

training courses as well as targeted training

on how to create small businesses. Over

1,400 individuals participated in vocational

training courses, 800 of whom found

regular employment within 3 months of

completion. 12 UNRWA job centres

provided valuable services to over 400 job

seekers and in the fourth quarter of 2011,

40 per cent of refugees registered with the

employment office were successfully

placed in employment. Vocational training

short courses were drastically increased to

cater for some of the changes in market

demand, with over 73 per cent of

graduates finding employment within 6

months. In addition modest cash and food

support was provided to Palestine refugees

identified as special hardship cases.

Given the emerging crisis and the shrinking

economic sector, by the end of 2011

support to Palestine refugees in securing a

decent standard of living began to shift to

the provision of emergency cash

assistance. As of September 2012, over

50,000 applications had been received

from families for cash assistance – an

estimated 225,000 individuals. This number

is expected to increase throughout 2013.

In its emergency response from March 2011

to September 2012 over 20,000 families

received cash assistance to assist them to

recover from conflict and poverty. In

addition an average of 5 per cent of

families identified for special hardship

assistance was provided with selective

cash assistance each quarter. In some

instances cash assistance was

supplemented with non-cash assistance

services, primarily through the support of

social workers. At the time of writing while

food remained available in most residential

areas, inflation and reduced household

incomes mean more and more refugees

cannot afford to buy sufficient food.

IDP temporary collective centres were also

created in the Yarmouk area during July

2012 for IDPs fleeing conflict in Rif

Damascus. More recently, displacement

from Armour and in Rif Damascus has

required the creation of new IDP collective

centres in the Damascus area, which now

house over 7500 Palestine refugees.

Schools, community centres and other

UNRWA facilities have been taken over to

house IDPs. These were not designed for

mass habitation, and support has focused

on the provision of infrastructural

modifications to respond to sanitation,

electricity and family privacy needs.

Expected results for 2014-15

It is expected that throughout 2014-15

400,000 or more Palestine refugees will

require intensive and on-going

humanitarian assistance. As a result

UNRWA’s social services programme will

expand in its scope of delivery and the

modalities of delivery accounting for a

wider geographical spread, larger

quantities of goods and more frequent

distributions. Support will focus on the

provision of cash and in-kind assistance

(food and non-food items), targeting the

most vulnerable Palestine refugee families

and communities. It is anticipated that

there will be extensive need for the

provision and distribution of food and NFIs

to up to 400,000 Palestine refugees, as the

economy contracts and as opportunities

for employment reduce markedly. This

support will help IDPs and those being

hosted by the community to cope. During

winter months efforts will be made to

provide cash specifically to fund critical

winter items such as heating.

Given the breadth of the demand and the

availability of funds, and where the security

situation permits, the proxy means test

18

formula tool will be used to identify

beneficiaries and the displaced, elderly,

disabled and female headed households

who will be prioritised for support. In other

instances there will be blanket coverage of

people who identify as conflict affected.

Cash assistance will be provided to

improve the ability of refugees to support

their needs and reduce the poverty gap,

through bank transfers where possible.

Staff, including social workers, will support

the delivery of goods and act as a

continued conduit for consultations,

information and feedback. Social workers

will do real time assessments of needs and

provide advice on availability of additional

resources where they exist. This will include

linking refugees to existing humanitarian

initiatives, including on domestic violence

and other protection issues.

Collective centres are likely to be

expanded in the coming biennium and

UNRWA engineering staff will focus on

intensive works to improve water, sanitation

and hygiene infrastructure in these

temporary shelters. This may be done in

partnership with international organisations

and community groups. The Agency will

also continue to install kitchen sets in these

shelters and relevant UNRWA and partner

facilities. Where possible, efforts will be

made to repair UNRWA facilities and camp

structures.

Vocational training will continue operations

wherever possible, while expanding

alternative approaches to learning and

capacity development. These

approaches will assist in early recovery

endeavours and support the employability

of youth. New centres in Aleppo, Dera’a

and Homs will be opened (situation

permitting) and recovery-based and

market-relevant short courses will be

prioritised to meet likely needs in the

building industry in particular (for example

construction, welding and plumbing).

[Microfinance – to be added in next draft]

Implementation summary for 2014-15

Periodic needs assessments, utilising the

PMTF tool, will be undertaken to assess the

vulnerability of Palestine refugees living in

different areas of Syria, and the

accessibility of target areas. Project

support teams, in coordination with

procurement, finance and logistics, will

develop detailed plans for the distribution

of cash8, food and non-food items as

needed. Distribution will be carried out

using local bank networks and distribution

staff at safe distribution points, coordinated

with UN partners and local stakeholders as

part of the UN‘s response to the crisis in

Syria. UNRWA’s participation in Inter-

agency convoys will be expanded, as a

means to reach insecure areas. On-going

and close collaboration with community

representatives will remain vital in securing

the delivery of support, and partnerships

with other service providers will be central

in ensuring that services are delivered to

Palestinian and non-Palestinian

communities equal, thereby reducing the

possibility of resentment toward Palestine

refugees within host communities. Gender-

Based Violence (GBV) programming will

target prevention, referral where possible

and responses to GBV, in partnership with

UN and other actors.

As previously noted, UNRWA will take a key

role in the United Nation’s coordinated

response to the shelter, NFI, food,

protection and livelihood needs of

Palestine refugees in Syria, including

through participation in the relevant Sector

Working Groups and/or Clusters. UNRWA

will also work with other international

organisations and community

organisations to support the standard of

living of Palestine refugees in Syria.

8 To ensure neutrality, cash assistance to social

safety net cases is only provided to registered

Palestinian refugees, all of whom have been

screen against the UN 1267 list. Applications for

cash assistance are individually screened by the

Agency for eligibility against Relief Instructions.

Screening processes where possible include a

home visit by a social worker plus spot checks

and follow-up to ensure that assistance has

been used for the purpose provided. In areas

of direct conflict and displacement, home visits

are not feasible.

19

GOAL FOUR: Human rights enjoyed to the fullest

Results from the 2012-13 Biennium

Issues of human rights and protection have

heightened with increased conflict in Syria,

highlighting the importance of integrating

human rights and protection referral

systems throughout all of UNRWA’s work in

Syria. Throughout 2012-13 the Syria Field has

focused on seeking to protect the human

rights of Palestine refugees inside Syria, as

well as advocating for their neutrality in the

conflict. Reinforcing the neutrality of the

Palestinian population in Syria has been

central to UNRWA’s protection work

throughout the conflict. In addition,

protection efforts focused on providing

responses and support to Palestine

refugees inadvertently caught up in the

violence, and responding to their

humanitarian needs. In particular human

rights and protection support focused on

supporting particularly vulnerable

individuals and families. Given the

circumstances, a great deal of the

response and support provided was tied to

cash and food assistance. As examples,

Palestinian Iraqi refugee families living in

dire economic conditions were provided

with emergency cash assistance for food

and rent on a quarterly basis, in addition

female headed households and in

addition to unaccompanied children.

Community based organisations provided

in kind services to these vulnerable

individuals, providing specific health care

needs, targeted community

empowerment initiatives and life skills

trainings combined with microfinance

services.

The reinforcement of human rights

concepts and values were made through

the educational curriculum and a number

of school initiatives, including student

parliaments in all schools. Through

collaboration with UNICEF, UNRWA has

been supporting child rights education in

schools. Activities include workshops,

teacher training courses and summer

camps. Parents and local communities are

encouraged to engage in the process. A

human rights policy was drafted for all

schools, and this was disseminated as part

of the Education Reform Forum.

All teachers received training on a

violence-free schools programme, and all

schools implemented the violence-

free/child friendly schools programme. As

a result there was an immediate reduction

in cases of violence reported in UNRWA

schools, down to 4 cases in 2012

compared with 20 in 2011. However, the

on-going impact of conflict and the

exposure of children to viewing and

hearing violence in their neighbourhoods

and experiencing grief and loss will have

an impact on their psychosocial health.

Community based organisations (CBOs)

continued to remain under the UNRWA

umbrella, as the environment for

accreditation of local NGOs in Syria is not

conducive to their graduation. Financial

viability of these CBOs varied throughout

2012, due to the changing economic

circumstances in Syria. UNRWA began to

work in partnership with CBOs to support for

humanitarian delivery.

The registration of refugees continued

throughout 2012 however the crisis has

begun to generate problems in this

process. Greater numbers of refugees are

approaching UNRWA for validation and

registration, straining current capacities. In

addition many refugees no longer have

the needed documents to verify their

refugee status, as these may have been

lost or destroyed in displacement, and

UNRWA in turn faces challenges in liaising

with authorities and partners to verify

registration claims.

Expected results for 2014-15

2012-13 has witnessed an increase in

violence and criminal activity throughout

Syria and it is assumed that this will

continue in 2014-15. Continued violence

and displacement may result in the

increasing collapse of the family unit, a

breakdown of social structures and a

continued diminishment in employment

opportunities. This presents a serious risk of

increased crime and social vulnerability,

especially among young people. Under

this scenario UNRWA’s protection

20

responsibilities will become very important

and UNRWA will need to enhance its

protection capacities to respond to this. In

addition to those that approach UNRWA,

protection strategies will be employed to

identify particularly vulnerable individuals

and families who will in turn be provided

with targeted assistance. Related

challenges may also arise if there is any

change in perception with respect to the

neutrality of Palestine refugees in the

conflict. UNRWA will continue to advocate

for their protection and this will include high

level advocacy.

Registration of refugees will continue,

though challenges are envisaged in

verifying claims. Partnerships with CBO’s

will also continue with CBO’s remaining an

important partner for the delivery of social

services and humanitarian assistance.

UNRWA will work to ensure the financial

transparency of CBOs and monitor funds

provided to them.

Implementation summary for 2014-15

A Protection Framework for 2014-15 is

being developed and this will guide the

implementation of UNRWA’s protection

work in Syria. UNRWA will work to ensure

that minimum protection standards for

temporary collective centres and other

facilities will be implemented according to

SPHERE standards, and these will be closely

monitored.

Registration points will be established in

areas of Palestine refugee concentration

where Palestine refugees can register for

UNRWA services. Verification will be done

by area staff to reduce wait times for

services.

The human rights of Palestine refugees

living in this conflict will continue to be

strongly advocated for by UNRWA. This will

include representation to support their

peaceful existence in Syria while a durable

solution to their plight continues to be

sought.

21

GOAL FIVE: Management and support services

Results from the 2012-13 Biennium

Throughout 2012-13 the management and

support services’ in the Syria Field have

evolved and shifted to better service the

evolving crisis. Priorities included ensuring

emergency preparedness, the

development of Emergency Response

Teams and the identification and

implementation of emergency

procurement and human resource

strategies. Security preparedness and

upgrades formed the backbone of this

work, supported by the development of

back-up communication systems. As the

operations team in Syria begin to

decentralise as a modality for enhancing

continued delivery, Operation Rooms are

being established in each area of

operation, accompanied by

communication hubs.

The human resources team has prioritised

shortening recruitment processes to meet

the staffing needs of emergency

programmes while also responding to the

emerging needs of current staff. Currently,

UNRWA staff deal with a myriad of

challenges related to the conflict including

the devaluation of their salaries, continual

displacement and difficulties in accessing

UNRWA workplaces. In response, UNRWA is

working to provide salaries in United States

Dollars, to provide emergency support and

security assistance where needed, looking

to the identification of opportunities to

cross-utilise staff unable to travel to their

duty stations and the processing of leave

without pay applications as necessary.

Rosters for key vocational groups have

been established to expedite future

recruitments and preparedness

undertaken, such as the transfer of data

and Human Resources files to more secure

locations.

The procurement team has focused on

updating and utilising emergency

procurement procedures to expedite the

acquisition of goods and supplies. Given

supply chain challenges there has been a

shift from national to international

procurement, driving up supply costs and

delivery times. Supplier lists are continually

updated based on availability. UNRWA has

been working to stockpile non-perishable

emergency goods and has partnered with

UNHCR to extend the capacity of its

warehousing. Emergency Packing Teams

were established to parcel food and non-

food item, thereby reducing the costs of

packaging and delivery.

The movement of people and goods has

been a challenge for the office and the

transport team has focused on contracting

local transport providers to move area staff

and goods as safely as possible. Goods are

also being transported through UN

convoys, in partnership with WFP and other

UN entities.

The finance department has hired

additional staff and strengthened its focus

on the oversight of programme finances.

This has included the implementation of

IPSAS. In tandem, improving

communications has been key to

operability. Back up communication

mechanisms and packages have been

distributed to area offices including

internet cards, laptops, VHFs, and mobiles.

Staff are being equipped to work from

home where the vocation allows for it.

Without adequate security the UNRWA

operation in Syria will be unable to run.

Therefore security upgrades and the

oversight of security management systems

has been a strong focus of the UNRWA

operations team, coordinated with UNDSS.

This has included efforts to ensure

preparedness, the upgrading of UNRWA

facilities and the increased security

oversight of area staff.

Expected results for 2014-15

Given the expected continued instability

within Syria, ensuring effective, timely and

nimble management and support services

will be critical for the Agency’s delivery of

its programmes. Throughout 2014-15 the

Syria Field will focus its management and

support services on delivering a new

22

Emergency Management Structure,

clustered around three primary results; 1)

Enabling programme teams to deliver

services through the establishment of

Emergency Response Teams located

throughout Syria; 2) Ensuring high quality

and consistent security support, with a

focus on upgrading UNRWA installations,

implemented in coordination with UN DSS;

3) Facilitating effective communication

within UNRWA and between partners for

enhanced coordination and collaboration.

In addition, it is expected that the

additional priorities and activities detailed

for 2012-13 will continue for 2014-15.

Support to human resources will continue

to focus on the recruitment of core

emergency staff and the maintenance of

current staff. Procurement will continue to

seek alternatives to supply chain

blockages, increasingly relying on

international procurement for the delivery

of goods. To the extent possible local

procurement will be decentralised at the

area level. Inter-agency convoys will be

relied on for the delivery of goods to

distribution points, and as challenges in

using UN transport in hostile areas increase,

the reliance on local transport vendors to

deliver safe and reliable options will

remain.

Across UNRWA the ERP system will be

implemented to replace RAMCO, and this

is expected to be completed in mid-2015.

Implementation summary for 2014-15

The implementation of the Syria Field’s

Emergency Management Structure will

ensure effective and timely delivery of life-

saving and early recovery assistance

during the current protracted crisis. Three

principals have guided the design of the

EMS's organization and management

arrangements:

• The establishment of clear, simple lines

of authority and reporting, ensuring

operational effectiveness and

accountability for decisions taken;

• Ensuring that authority to manage the

response is delegated to those staff

closest to the affected areas;

• Ensuring delivery of assistance when

movement is restricted and areas/

camps/ gatherings are isolated; and

• Ensuring adequate linkages between

the crisis and post crisis/ early recovery

phase.

Emergency Response Teams (EMT) will be

operating at three levels to manage SFOs’

emergency response work: at SFO level, at

area offices level, and at the

camps/gatherings level.

The SFO's Emergency Response Team’s

main responsibility will be to plan the

delivery of the assistance, provide strategic

coordination, allocate resources, provide

backstopping, and facilitate control,

monitoring and evaluation. The

responsibility for managing the crisis

response in the areas is delegated to the

Area Emergency Response Teams, who are

then through the camp and gathering

emergency response teams implementing

UNRWA's life saving assistance.

23

5 Implementation, Monitoring & Reporting Results

Overall responsibility for implementation of

the biennium plan lies with the leadership

and direction of the Director of UNRWA

Operations. In accordance with

Organisational Development (OD)

principles, while final responsibility lies with

the director of the field office, roles and

responsibilities for the implementation of

the FIP and delivery of services is

delegated to relevant programme chiefs

and managers.

Monitoring and evaluation is an integral

part of programme management. The

UNRWA Results Based Monitoring (RBM)

System is the main tool used for systematic

programme monitoring of biennium plans.

The Integrated Monitoring and Budget

Matrix (Annex 1) includes the indicators

used to monitor the implementation and

progress of UNRWA programmes against

planned targets. The Agency uses

common and field specific indicators to

assess progress. In the case of Syria

indicators that are common across the

field offices are for obvious reasons not

entirely applicable in the current context

(e.g. implementing reforms such as e-

health).

Field Offices conduct Quarterly

Management Reviews using quantitative

and qualitative information at an

operational level. In addition, on a semi-

annual basis the Agency holds a mid-year

Results, and Expenditure Review to assess

Agency-wide progress. These reviews aim

to provide an implementation status

update for programmes and support

services against plan.

Finally, UNRWA also provides reporting to

the Advisory Commission and its

SubCommittee in the form of the annual

Harmonised Results Review. This reporting

uses a prescribed sub-set of indicators from

the biennium plans, complemented by a

narrative analysis used to report on

progress and achievements of Strategic

Objectives. The Harmonised Results Report

is produced in accordance with the Aid

Effectiveness Agenda and the Principles of

Good Donorship.

Implementation and monitoring in the

Syrian context is challenged by the

constraints of the conflict. The limited

access, reduced number of staff and

security concerns making implementation

and monitoring more difficult. However

UNRWA has extensive experience

implementing and monitoring results in

situations of conflict and crisis, over time

building systems to adapt to instability. This

is evident through UNRWA’s current direct

and on-going distribution in Syria.

As examples, to support implementation

UNRWA has been amending its supply

chain procedures, allowing for remote

programming where necessary and

greater autonomy to field offices and

support teams inside Syria. To continue

delivering education UNRWA has

developed and is rolling out remote

education packages for children. Many of

these strategies are detailed throughout

this Field Implementation Plan and will be

amended as the security context and

access points change.

Security and communication equipment

will be enhanced to maintain regular

communication between field operations

and the Syria Field Office. Monitoring will

be supervised by the Director of UNRWA

Affairs Syria Office and will be done in

coordination with UNRWA partners.

24

Annex 1: Integrated Monitoring and Budget Matrix

Intervention Logic

Monitoring of Results Budget USD (2014-15)

Indicator

Baseline Target General Funds

Project Funds Syria Relief UR

GOAL 1: A LONG AND HEALTHY LIFE To be completed by June

SO 1

Ensure universal access to quality comprehensive primary health care

Outcome 1.1 Quality

of health services

maintained and

improved

1.1.a) Average daily medical consultation per doctor

1.1.b) Level of satisfaction by direct users with newly

constructed and/or upgraded HCs

1.1.c) Average consultation time per doctor

1.1.d) Number of consultations by health centre/health point

[field specific]

1.1.e) No. of PR consultations per health centre and per health

point [field specific]

1.1.f) No. of functioning health centres / health points [field

specific]

1.1.g) Prevalence of Severe Acute Malnutrition (SAM) [field

specific]

Output 1.1.1: Family

health team and

general outpatient

services improved

1.1.1.a) Antimicrobial prescription rate

1.1.1.b) Percentage of preventive dental consultation of total

dental consultation

1.1.1.c) Percentage of 4th grade school children identified with

vision defect

1.1.1.d) Number of health centres implementing FHT approach

1.1.1.e) No. of disabled patients in care [field specific]

1.1.1.f) No. of health centres / health points with PEP kits in stock

[field specific]

1.1.1.g) No. of psycho-social consultations in outpatient settings

[field specific]

25

1.1.1.h) No. of consultations on psychosocial support (female)

[field specific]

1.1.1.i) No. of consultations on psychosocial support (male)

[field specific]

Output 1.1.2 Access

to hospital care

ensured

1.1.2.a) Total number of hospitalization (secondary and tertiary)

1.1.2.b) Number of trauma related referrals [field specific]

Output 1.1.3 Health

management support

strengthened

1.1.3.a) Percentage of health centres implementing at least

one e-Health module

- -

Output 1.1.4 Drug

management system

in place

1.1.4.a) Percentage of HCs with no stock out of 12 tracer items - -

Output 1.1.5

Emergency

preparedness

planning

1.1.5.a) Percentage of HCs with emergency preparedness

plans in place

- -

1.1.5.b) No. of HCs re-equipped to continue functioning[field

specific]

1.1.5.c) No. of HCs repaired to meet emergency standard [field

specific]

1.1.5.d) No. of health staff trained for psychosocial support

[field specific]

Output 1.1.6 Health

centres infrastructure

improved

1.1.6.a) Percentage of upgraded HCs meeting UNRWA's

infrastructure security, safety and accessibility standards

against number of all upgraded HCs in the biennium

SO 2

Protect and promote family health

Outcome 2.1

Coverage and quality

of maternal & child

health services

maintained &

improved

2.1.a) Percentage of pregnant women attending at least 4

ANC visits

2.1.b) Percentage of 18 months old children that received 2

doses of Vitamin A

2.1.c) Proportion of home deliveries [field specific]

Output 2.1.1

Comprehensive MCH

services delivered

2.1.1.a) Number of women newly enrolled in Pre-Conception

Care programme

2.1.1.b) Percentage of women attending PNC within 6 weeks of

delivery

2.1.1.c) Number of continuing family planning acceptors

26

2.1.1.d) Percentage of HCs with at least one clinical staff

member trained on detection and referral of GBV cases

Output 2.1.2 School

health services

strengthened

2.1.2.a) Diphtheria and tetanus (dT) coverage among targeted

students

SO 3

Prevent and control diseases

Outcome 3.1

Coverage and quality

NCD care improved

3.1.a) Percentage of targeted population 40 years and above

screened for diabetes mellitus

3.1.b) Percentage of patients with diabetes under control

according to defined criteria

3.1.c) Percentage of patients with hypertension under control

according to defined criteria

Output 3.1.1.

Appropriate

management of

NCDs ensured

3.1.1.a) Total number of new NCD patients in programme (DM,

HT, DM+HT)

3.1.1.b) Total number of NCD patients in programme (DM, HT,

DM+HT)

3.1.1.c) Percentage of NCD patients coming to HC regularly

with appointment

3.1.1.d) Percentage of late complication among NCD patients

Outcome 3.2

Communicable

diseases contained

and controlled

3.2.a) Number of EPI vaccine preventable diseases outbreaks

3.2.b) Number of EPI communicable diseases outbreaks [field

specific]

3.2.c) No. of NCD patients who paid at least one visit per year

[field specific]

Output 3.2.1

Prevention and

control of

communicable

diseases maintained

3.2.1.a) Percentage of 18 months old children that have

received all EPI vaccinations according to host country

requirements

3.2.1.b) Number of new TB cases detected

Output 3.2.2

Environmental health

3.2.2.a) Percentage of shelters connected to

UNRWA/Municipal water network

27

services and

environmental

infrastructure

maintained/improved

3.2.2.b) Percentage of shelters connected to public sewerage

network

3.2.2.c) Number of Palestine refugees with access to sanitation

and hygiene kits [field specific]

GOAL 2: KNOWLEDGE AND SKILLS

SO4

Ensure universal access to and coverage of basic education

Outcome 4.1. Basic

education for all

Palestine refugee

children

4.1.a) Cumulative drop-out rates for preparatory education –

male

- -

4.1.b) Cumulative drop-out rates for preparatory education –

female

- -

4.1.c) Cumulative drop-out rates for elementary education –

male

- -

4.1.d) Cumulative drop-out rates for elementary education –

female

- -

4.1.e) Survival rate to the end of basic education – male - -

4.1.f) Survival rate to the end of basic education – female - -

4.1.g) Internal efficiency of the education programme - -

4.1.h) Level of satisfaction by direct users with newly

constructed and/or upgraded schools

- -

4.1.i) Number of students attending alternative learning

facilities (ie. MOE, rented and community donated facilities)

[field specific]

4.1.j) Average attendance rate of enrolled students [field

specific]

4.1.k)Average number of children attending alternative

education spaces in IDP collective shelters [field specific]

4.1.l) Number of teachers working in IDP collective shelters

28

[field specific]

4.1.m) Number of students attending alternative learning

facilities (ie. MOE, rented and community donated facilities)

[field specific]

Output 4.1.1

Education access,

retention and

completion in a

conducive learning

environment

4.1.1.a) Pupil-to-teacher ratio for preparatory education

4.1.1.b) Pupil-to-teacher ratio for elementary education

4.1.1.c) Input unit costs in the education programme

(disaggregated by rented schools, small isolated Agency

schools, and other schools)

- -

4.1.1.d) Percentage of double-shift schools - -

4.1.1.e) Number of students attending summer learning clubs

[field specific]

4.1.1.f) Number of students (9th grade) in special classes to

complete basic education cycle [field specific]

4.1.1.g) Pass rates for basic education (male/female) [field

specific]

4.1.1.h) pupil-to-teacher ratio for child-friendly spaces within IDP

collective centre [field specific]

Output 4.1.2 Physical

infrastructure and/or

equipment of schools

provided, maintained

or improved

4.1.2.a)Percentage of existing school buildings upgraded to

meet UNRWA's infrastructure security, safety and accessibility

standards against number of all upgraded school buildings in

the biennium

- -

4.1.2.b) Number of schools and alternative education spaces

equipment to support learning [field specific]

4.1.2.c) Percentage of damaged school buildings that have

been reconstructed, meeting minimum safety standards. [field

specific]

SO5

Enhance education quality and outcomes against set standards

29

Outcome 5.1.

Improved

effectiveness of the

UNRWA educational

system

5.1.a) Teaching/Learning practices aligned with education

reform

5.1.b) Percentage of head teachers that meet or exceed

ratings in their annual performance reviews

5.1.c) Number of teachers that do not hold a degree – male

5.1.d) Number of teachers that do not hold a degree – female

5.1.e) Student mean score on MLA – math 4th grade – male - -

5.1.f) Student mean score on MLA – math 4th grade –female - -

5.1.g) Student mean score on MLA – math 8th grade – male - -

5.1.h) Student mean score on MLA – math 8th grade – male - -

5.1.i) Student mean score on MLA – Arabic 4th grade – male - -

5.1.j) Student mean score on MLA – Arabic 4th grade – female - -

5.1.k) Student mean score on MLA – Arabic 8th grade – male - -

5.1.l) Student mean score on MLA – Arabic 8th grade – female - -

5.1.m) Prevalence of Human Rights culture (as defined by

UNRWA Policy) and practices at school level

Output 5.1.1

Professional, qualified

and motivated

teaching force in

place

5.1.1.a) Teacher policy being implemented

5.1.1.b) Percentage of areas where all grade 1-6 teachers

have been trained using the UNRWA-wide SBDT programme

- -

5.1.1.c) Percentage of areas where all head teachers/school

principals have been trained through the Leading for the

Future training

- -

5.1.1.d) Number of education staff trained, in delivering

emergency education teaching practices and alternative

education [field specific]

30

5.1.1.e) Number of teachers (grade 1-6) using the UNRWA-

wide SBDT programme [field specific]

5.1.1.f) Number of Headteachers/school Principals have been

trained through the Leading for the Future training [field

specific]

5.1.1.g) Number of education staff have access to

psychosocial support [field specific]

Output 5.1.2 Curricula

that are supporting

holistic approach to

learning and personal

development

5.2.1.a)Number of textbooks reviewed at Field level using the

curriculum framework

5.1.2.b)Percentage of areas where all teachers have been

trained in the use of the HRCRT teacher toolkit

5.1.2.c) Number head teachers in leading for future

programme [field specific]

5.2.1.d) Number of students who received self-learning

materials [field specific]

5.2.1.e) Number of summer learning clubs established [field

specific]

Output 5.1.3.

Evidence-based

policy making and

informed decision-

making at all levels

5.1.3.a) Percentage of schools implementing the school-based

Agency-wide EMIS to report and plan

- -

SO6

Improve access to education opportunities for learners with special educational needs

Outcome 6.1 Equal

access to quality

education for all

Palestine refugee

children regardless of

gender, abilities,

disabilities

impairments, health

conditions and socio-

6.1.a) Inclusive approach embedded in educational practice

6.1.b) Percentage of students scoring below 30% on the MLA

test – math – 4th grade – male

- -

6.1.c) Percentage of students scoring below 30%on the MLA

test – math – 4th grade – female

- -

6.1.d) Percentage of students scoring below 30%on the MLA

test – math – 8th grade – male

- -

31

economic status

ensured

6.1.e) Percentage of students scoring below 30%on the MLA

test – math – 8th grade – female

- -

6.1.f) Percentage of students scoring below 30%on the MLA test

– Arabic – 4th grade – male

- -

6.1.g) Percentage of students scoring below 30%on the MLA

test – Arabic – 4th grade – female

- -

6.1.h) Percentage of students scoring below 30%on the MLA

test – Arabic – 8th grade – male

- -

6.1.i) Number of school age children receiving appropriate

psychosocial support [field specific]

Output 6.1.1 Credible

policy and tools

supporting inclusive

education

6.1.1.a) Percentage of all children enrolled in UNRWA schools

identified as having a disability

GOAL 3: A DECENT STANDARD OF LIVING

SO7

Reduce abject poverty

Outcome 7.1 Ability of

abject poor refugees

to meet their basic

food consumption

needs improved

7.1.a) Percentage of abject poverty line covered, on average,

through UNRWA's social transfer during the quarter

7.1.b) Percentage of households qualified for support have

access to basic consumption needs [field specific]

Output 7.1.1 Field

able to identify and

classify poverty

amongst refugees

7.1.1.a) Percentage of SSNP beneficiaries who are abject poor

7.1.1.b) Percentage of abject poor refugees receiving SSNP

social transfer

Output 7.1.2 Abject

poor refugees

provided with food

assistance

7.1.2.a) Percentage of SSNP ration ceiling distributed

7.1.2.b) # of Palestine refugee households receiving food

assistance [field specific]

7.1.2.c) # of Palestine refugee female-headed household

receiving food assistance [field specific]

32

7.1.2.d) # of Palestine refugee household with elderly and

disabled members receiving food assistance [field specific]

Outcome 7.2 Poor

refugees' vulnerability

to shocks reduced

7.2.a) Percentage of poor, vulnerable refugees participating in

social protection programmes

Output 7.2.1 Access

to integrated services

provided to

vulnerable refugees

7.2.1.a) Percentage of vulnerable refugee families referred to

and assisted by other service providers

7.2.1.b) Percentage of poor, vulnerable refugees assisted by

UNRWA

7.2.1.c) Percentage of special hardship assistance programme

families receiving emergency food/cash/NFIs (one or more)

[field specific]

7.2.1.d) Number of Palestine refugee household receiving cash

assistance [field specific]

7.2.1.e) Number of Palestine refugee female-headed

household receiving cash assistance [field specific]

7.2.1.f) Number of Palestine refugee household with elderly and

disabled members receiving cash assistance [field specific]

7.2.1.g) Number of Palestine refugee household provided with

NFIs [field specific]

7.2.1.h) Number of Palestine refugee female-headed

household provided with NFIs [field specific]

7.2.1.i) Number of Palestine refugee household with elderly and

disabled members provided with NFIs [field specific]

7.2.1.g) Number of Palestine refugee household provided with

food [field specific]

Output 7.2.2

Community-based

development

implemented in select

communities

7.2.2.a) Number of community-based development initiatives

undertaken

33

SO9

Offer inclusive financial services and increased access to credit and savings facilities, especially for vulnerable groups such as women, youth and the poor

Outcome 9.1 Increase

in number of clients

(including vulnerable

groups) accessing

credit and saving

products

9.1.a) Total number of clients with loans

9.1.b) Total number of women with loans

9.1.c) Total number of youth with loans (18-30)

9.1.d) Total number of refugees with loans

9.1.e) Total number of micro-entrepreneurs with loans

9.1.f) Total number of informal enterprise with loans

9.1.g) Percentage of poor clients

9.1.h) Percentage of low-income clients

Output 9.1.1 Range of

credit products

financed through

(MEC), (MEC+), (SSE),

(SGL) (WHC), (HLP),

(CLP)

9.1.1.a) Total value of lending

9.1.1.b) Number of MEC loans

9.1.1.c) Value of MEC loans

9.1.1.d) Number of MEC+ loans

9.1.1.e) Value of MEC+ loans

9.1.1.f) Number of WHC and SGL loans

9.1.1.g) Value of WHC WHC and SGL loans

9.1.1.h) Number of housing loans

9.1.1.i) Value of housing loans

9.1.1.j) Number of consumer loans

9.1.1.k) Value of consumer loans

9.1.1.l) Number of Youth Start-up loans (YSL)

9.1.1.m) Value of YSL loans

34

SO10

Improve employability

Outcome 10.1

Improved

employment

opportunities for

Palestine refugees

10.1.a) Percentage of graduates employed or continuing their

studies among active job seekers - male

10.1.b) Percentage of graduates employed or continuing their

studies among active job seekers - female

10.1.c) Percentage of graduates working in a job in relation to

their training or studying in a relevant field - male

10.1.d) Percentage of graduates working in a job in relation to

their training or studying in a relevant field - female

10.1.e) Degree of employer satisfaction with UNRWA TVET

10.1.f) Number of focus group discussions with employers

10.1.g) Percentage of SSNP/SHAP students among students

enrolled in VTCs

10.1.h) Number of Palestine refugees enrolled that are women

headed households/orphans [field specific]

10.1.h) Percentage of self-employed graduates [field specific]

10.1.i) Number of small scale projects by groups of graduates

[field specific]

Output 10.1.1

Appropriate and

relevant vocational

training in conducive

learning environment

10.1.a) Percentage of VTC courses that are using Competency

Based Training methodology

10.1.b) Technical training mean score – Male (not common

across all fields)

10.1.c) Technical training mean score – Female (not common

across all fields)

SO11

Improve the urban environment through sustainable camp development and upgrading of substandard infrastructure and accommodation

Outcome 11.1

Vulnerable Families

11.1.a) Number of identified refugee families living in

rehabilitated shelters

- -

35

living in improved

shelters/ collective

centres. (FS)

11.1.b) Number of identified absolute and abject poor/SSN

families living in rehabilitated shelters

11.1.c) Number of identified refugee families living in improved

temporary collective centres [field specific]

Output 11.1.1

Reduction in the

number of

substandard shelters

11.1.1.a) Number of substandard shelters rehabilitated –

UNRWA

11.1.1.b) Number of substandard shelters rehabilitated – non

UNRWA [field specific]

Output 11.1.2

Assess impact of

damage to

infrastructure of

camps and UNRWA

facilities

11.1.2. a) Number of facilities damaged [field specific]

Output 11.1.3

Maintenance of

damaged UNRWA

facilities

11.1.3. a) Number of facilities maintained – UNRWA [field

specific]

11.1.3. a) Number of facilities maintained – non UNRWA [field

specific]

Outcome 11.2

Refugees living in a

progressively

improved built

environment

11.2.a) Number of socio-economic infrastructure projects

implemented based on CIPs

- -

Output 11.2.1

Participatory Camp

Improvement Plans

that integrate

physical and social

needs of community

prepared and

updated with focus

on the most

vulnerable groups

11.2.1.a) The top ten priorities of the community are reflected in

the CIP

- -

Output 11.2.2 Action

plans prepared and

implemented based

11.2.2.a) Number of projects implemented in the Action Plan

against the total number of projects in the Action Plan

- -

36

on participatory

Camp Improvement

Plans

Output 11.2.3

Improved physical-

spatial conditions in

the camps

11.2.3.a) Open urban spaces implemented in camps - -

GOAL 4: HUMAN RIGHTS ENJOYED TO THE FULLEST

SO12

Ensure service delivery meets the protection needs of beneficiaries, including vulnerable groups

Outcome 12.1

Protection needs are

integrated through all

aspects of

programming and

delivery of services

12.1.a) Degree of alignment with UNRWA protection standards

across all aspects of programming

12.b) Field Protection framework developed [field specific]

12.c) Emergency response contingency plans updated in

coordination with UN agencies and NGOs [field specific]

SO13

Safeguard and advance the rights of Palestine refugees by promoting respect for human rights, international humanitarian law and international refugee law

Outcome 13.1

Awareness and

respect for the rights,

safety and dignity of

Palestine refugees

increased

13.1.a) Percentage of UNRWA interventions on protection issues

that prompted positive responses by authorities or other target

audience (draft field specific)

13.1.b) # of statements/speeches advocating for addressing

protection needs [field specific]

13.1.c) # of incidents indicating discrimination/targeting of

refugees. [field specific]

SO14

Strengthen refugee capacity to formulate and implement sustainable social services in their communities

Outcome 14.1 Field’s

relationship with

UNRWA CBOs

regularized

14.1.a) Percentage of CBO stipends applied to partnership

activities

37

Output 14.1.1 Strategy

for regularizing

relationship with

UNRWA CBOs

implemented

14.1.1.a) Number of partnerships established with current

UNRWA CBOs

SO15

Ensure Palestine refugee registration and eligibility for UNRWA services are carried out in accordance with relevant international standards

Outcome 15.1

Palestine refugee

status and

entitlements to

UNRWA services

protected

15.1.a) Percentage of families issued with a family registration

card

Output 15.1.1 Reliable

information on

refugees collected

and stored

15.1.1.a) Percentage of family records updated with address

information

GOAL 5: MANAGEMENT AND SUPPORT SERVICES

SO16

Provide leadership, strengthen governance and foster partnerships

Outcome16.1

Effective leadership

and direction

provided for

achieving all goals

16.1.a) Degree to which Human Development Goals are

achieved during the biennium

16.1.b) Percentage of UNBOA and DIOS audit findings

(accepted and) satisfied of total made

16.1.c) Monitoring of implementation plans through semi-

annual Results reviews

16.1.d) Six-monthly Agency Expenditure Reviews are

conducted

Output 16.1.1 Risk

management plans

contain mitigating

actions and coping

mechanisms in place

16.1.1.a) Periodic review of risk registers

16.1.1.b) Degree of completion of the annual work plan for

DIOS

SO17

Develop and sustain UNRWA, enabling it to carry out its mandate

38

Outcome 17.1 Ensure

optimal support

services provided to

stakeholders Agency-

wide

17.1.a) Degree to which ASD indicators are achieved during

the biennium

Output 17.1.1 Ensure

appropriate goods,

commodities and

services are available

to UNRWA

beneficiaries in a

timely and cost

efficient manner

17.1.1.a) Average clearance time for high value contracts

(goods)

17.1.1.b) Average clearance time for high value contracts

(services)

17.1.1.c) Average clearance time for high value contracts

(construction)

17.1.1.d) Average processing time for issuing a tender

17.1.1.e) DIFOTIS

17.1.1.f) Aged-Purchase orders

17.1.1.g) Inventory accuracy rate

17.1.1.h) Percentage vehicle availability

17.1.1.j) Fuel consumption/mile/vehicle

17.1.1.k) Percentage of vehicles which fulfils one or two

retirement criteria

Output 17.1.2 To

institutionalise and

optimise the Security

Risk Management

System

17.1.2.a) Security and risk management plans update and

implemented

17.1.2.b) Requirements in the Framework of Accountability are

implemented.

Output 17.1.3

Provision of effective

and efficient ICT

management and

support services to

UNRWA in fulfilling its

17.1.3.a) Percentage of user satisfaction collected through

periodical surveys

17.1.3.b) Downtime on ICT systems [field specific]

39

mandate towards the

Palestine refugees

Outcome 17.2. To

develop a skilled and

diverse workforce,

equipped and

motivated to provide

high quality human

development

programmes to

Palestine refugees

17.2.a) Degree to which HR indicators are achieved during the

biennium

Output 17.2.1

Enhanced HR services

and HR Management

processes with

regards to staffing

and recruitment,

performance

management and

reward, staff

development and HR

planning

17.2.1.a) Cost of area staff vs budget

17.2.1.b) Number of FTEs: actual vs budgeted posts

17.2.1.c)Unplanned vacancies: # of days between

advertisements and selection decision (area staff) (HQ & fields)

17.2.1.d)Unplanned vacancies: # of days between

advertisements and selection decision (int staff) (HQ & fields)

17.2.1.e) Percentage of female staff in grade 16 and above

17.2.1.f) Percentage of female applicants for posts grade 16

and above

17.2.1.g) Percentage of female appointments for posts grade

16 and above

17.2.1.h) Time to fill post

17.2.1.i) Percentage of posts filled from an established roster

17.1.j) Percentage of staff trained who have completed ROI

review to level three

17.1.k) Average time for recruitment of daily paid from time of

request to time of hiring [field specific]

17.1.l) Number of participants who received

Humanitarian/emergency response related training [field

40

specific]

41

Annex 2: Financial Performance by Resources (Staff Costs and Non-Staff Costs)

To be completed with final draft

42

Annex 3: Table of Priority Projects

To be completed with final draft

Priority

2014-15

Project Title Human Development

Goal

Output (Description) Account Code/s Budget

2014-15

1

2

3

4

5

Total

43

Annex 4: Risk Management Plans for Implementation Plan – Top Risks

To be completed with final draft

Event Causes Consequences Assessment Mitigation/coping mechanism Indicator(s)

Strategic/programmatic

Agency Wide

-Implementation

targets not met

-Effectiveness in

management and

governance declines

- Change (reforms)

failure

- Inadequate assessment,

planning and monitoring of

implementation plans, projects

and/or reform strategies

- Resistance or lack of ownership

to targeted results

- Lack of capacity to implement

biennium plans / reform strategies

- Decrease in compliance with

UNRWA norms and standards

- Stakeholder apprehension to

adjustments in service delivery

- Organisational change/ reform

fatigue

- Failure to meet and/or

demonstrate results to

stakeholders

- Status quo maintained

- Increased transition costs and

time lines for reforms

- Increases in risk profiles across

UNRWA ‘Top Risks’

High

likelihood;

High impact

- Periodic programmatic and

financial monitoring for

implementation plans and/or

reform strategies

- Communication with key

stakeholders (staff, beneficiaries,

hosts and donors ) in the reform

process

- Institutionalisation of project /

programme cycle management

- Regular biennium plan

implementation monitoring through

Field-based Quarterly Management

Reviews and semi-annual Results

Reviews

- Regular monitoring of reform

strategies through annual reports

- Periodic review and update of

UNRWA ‘Top Risks’

- Establishment of an internal

communication policy and action

plan

Risk owner

EO;

Risk Manager

To be

identified

Field Specific

Financial

Agency Wide

44

-Shortfall in donor aid

commitment

-Decline in purchasing

power

-Efficiency of

expenditures declines

- Donor fatigue

- Competition from other

emergencies or regional issues

- Increase in demand for services

- Price increases for goods and

services

- Incorrect financial management

and discipline

- Project(s) implemented with

recurring cost implications to GF

- Reduced donor

contributions

- Increased income

requirements

- Funding gap widening

- Inability to deliver services

- Inability achieve planned

results

- Reduction in quality, decline

in reputation in UNRWA

High

likelihood;

High impact

- Strategic approach to fund

raising

- Regular dialogue with donors

and host authorities

- Maintain robust financial and

management reporting systems

- Accountability of budget holders

- Aligned programme and budget

planning

- Robust and transparent budget

allocation processes

- Prioritization of projects

- Implementation of the Resource

Mobilisation Strategy

- Regular dialogue through AdCom

and SubCom scheduled forums

- Development of an Accountability

framework

- Budget hearings, project prioritization

processes held annually

Risk owner

EO;

Risk Manager

To be

identified

Field Specific

Hazards

Agency Wide

-Man-made conflict

and/or natural

disasters

-Personnel safety and

security

- Unjust or inequitable shifts in

geopolitical environment as

perceived by stakeholders

- Area staff rules and regulations

for safety and security are not

covered by UNSMS framework

- Lack of infrastructure

maintenance leads to unsafe

working conditions

- Evacuation of international

staff

- Increased incidents of

violence, accidents and/or

damage and/or loss of

UNRWA assets

- Staff insecurity and potential

for loss of life and/or limb

- Lack of adequate duty of

care standards on safety and

security

High

likelihood;

High impact

- Establish field-specific plans to

mainstream safety and security

- Conduct training for personnel in

safety/security assessments, fist aid

and provision of appropriate tools

- Strengthen safety and security

personnel with capacity

- Implementation of the Security

Information Management System

- Conduct periodic training in safety

and security for identified personnel

- Ensure planned safety and security

staff posts are filled

Risk owner

EO;

Risk Manager

To be

identified

45

- Disruption to service delivery

Field Specific

Operational

Agency Wide

- Lack of human

resources/capacity

- Sustained disruption

and/or inadequacy of

ICT

- Procurement related

fiduciary risks

- Non-competitive salaries and

other benefits

- Lack of career development and

training opportunities

- Inability to match market

conditions in certain specialized

areas

- Lack of capacity and/or

resources in ICT support

- Poor oversight and/or processes

in place

- Inability to achieve desired

organisational goals

- Low morale, industrial action

- Increased attrition rates,

recruitment challenges

- Loss of institutional memory,

including business continuity

- Poor systems in place to

support service delivery and

informed decision making

- Increase in audit findings

related to fiduciary risk

High

likelihood;

High impact

- Adequate workforce plans for

filling vacancies with internal staff

- Salary surveys are used to

monitor pay scales

- Proactive staff development is

undertaken

- Business continuity plans are

made for critical systems

(including secondary and tertiary

redundancies)

- Robust auditing mechanism in

place

- Unplanned vacation rate, days lost to

strike action

- Annual work plan for DIOS in place

Risk owner

EO;

Risk Manager

To be

identified

Field Wide

Socio-political

Agency Wide

46

- Lack of human

resources/capacity

- Sustained disruption

and/or inadequacy of

ICT

- Procurement related

fiduciary risks

- Non-competitive salaries and

other benefits

- Lack of career development and

training opportunities

- Inability to match market

conditions in certain specialized

areas

- Lack of capacity and/or

resources in ICT support

- Poor oversight and/or processes

in place

- Inability to achieve desired

organisational goals

- Low morale, industrial action

- Increased attrition rates,

recruitment challenges

- Loss of institutional memory,

including business continuity

- Poor systems in place to

support service delivery and

informed decision making

- Increase in audit findings

related to fiduciary risk

High

likelihood;

High impact

- Adequate workforce plans for

filling vacancies with internal staff

- Salary surveys are used to

monitor pay scales

- Proactive staff development is

undertaken

- Business continuity plans are

made for critical systems

(including secondary and tertiary

redundancies)

- Robust auditing mechanism in

place

- Unplanned vacation rate, days lost to

strike action

- Periodic or scheduled salary surveys

are conducted

- Staff development policy in place

- Annual work plan for DIOS in place

- UNBOA/DIOS audit findings (e.g.,

addressed : not addressed >0)

Risk owner

EO;

Risk Manager

To be

identified

Field Wide

Programme Coordination and Support Unit

Headquarters - Amman

Amman, Jordan

Tel: +962 (6) 580 2512

www.unrwa.org

www.unrwa.org