Jordan + 5 more

UNHCR: Communication with communities Factsheet (March 2020)

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Over 2,250,000 SMS sent to more than 450,000 persons of concern, covering different topics.

85 posts made through social media with a combined reach of over 1,000,000 individuals, covering different topics.

5,897 phone calls handled by UNHCR Helpline (IVR), with assistance (60.3% of calls) being the top reason for calling. 18 messages sent through WhatsApp to CSCs and community members.

15 Mobile Helpdesks held countrywide, answering questions on protection, services and assistance.

Increase in followers by 4,439 on Facebook and 599 on Twitter


Communication with Communities (CwC) is a key element of UNHCR’s protection and operational response. The priority of CwC activities is to ensure that refugees receive the right information in a timely manner, in order to preserve their protection, access to services, well-being, and to prevent fraud and protection risks.

UNHCR pays close attention to the occurrence of rumours by monitoring social media platforms, considering fraud and protection risks that they may generate, especially with the increase of resettlement opportunities. To prevent such risks, UNHCR shares information both proactively and reactively through various communication channels.

Using different communication tools is essential considering that the refugee population in Jordan is diverse in origin, backgrounds and locations and the fact that some messages concern either the entire refugee population or specific groups.