field implementation plan 2014-15

lebanon

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.

Cover photo: A Palestine refuge girl living in Rashidieh Camp smiles near her home. This photo was taken during a

visit of a relief social worker © Kl Hassan / UNRWA

© UNRWA 2013

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

Department of Planning.

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.

Department of Planning

Headquarters - Amman

Amman, Jordan

Tel: +962 (6) 580 2512

www.unrwa.org

Contents

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

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

3 Strategic Priorities ............................................................................................................................ 5

4 Human Development Goals ........................................................................................................ 10

GOAL ONE: A LONG AND HEALTHY LIFE.................................................................................................................. 10

GOAL TWO: KNOWLEDGE AND SKILLS ..................................................................................................................... 13

GOAL THREE: A DECENT STANDARD OF LIVING .......................................................................................................... 16

GOAL FOUR: HUMAN RIGHTS ENJOYED TO THE FULLEST .............................................................................................. 20

GOAL FIVE: EFFECTIVE AND EFFICIENT GOVERNANCE AND SUPPORT .......................................................................... 22

5 Implementation, Monitoring and Reporting Results ................................................................. 24

Annexes

ANNEX 1: INTEGRATED MONITORING AND BUDGET MATRIX .................................................................................................... 25

ANNEX 2: FINANCIAL PERFORMANCE BY RESOURCES ............................................................................................................. 42

ANNEX 3: TABLE OF PRIORITY PROJECTS ............................................................................................................................... 43

ANNEX 4: RISK MANAGEMENT PLAN FOR IMPLEMENTATION PLANS – TOP RISKS ........................................................................ 44

Acronyms and Abbreviations

AUB American University of Beirut

BDS Business Development Services

CBO Community Based Organisation

CMF Community Managed Fund

ESC Employment Services Centre

FHT Family Health Team

FIP Field Implementation Plan

FPI Family Protection Initiative

GBV Gender-Based Violence

GDP Gross Domestic Product

GF General Fund

HDG Human Development Goal

HIP Headquarters Implementation Plan

ICT Information Communication

Technology

ILO International Labour Organisation

IMF International Monetary Fund

LFO Lebanon Field Office

LPDC Lebanese Palestine Dialogue

Committee

MLA Monitoring Learning Achievement

MORSS Minimum Operating Residential Security

Standards

MOSS Minimum Operating Security Standards

MTS Medium Term Strategy

NBC Nahr el Bared Camp

NCD Non-Communicable Disease

NGO Non Government Organisation

OD Organisational Development

OSO Operations Support Officer

PMTF Proxy Means Testing Formula

PRS Palestine Refugees from Syria

PU Protection Unit

RBM Results Based Monitoring

RSSD Relief and Social Services Department

SHAP Social Hardship Assistance Programme

SHC Social Hardship Case

SIC Special Identification Card

SPSF Special People Special Focus

SSD Safety and Security Division

TVET Technical and Vocational Education

and Training

UNRWA United Nations Relief and Works

Agency for Palestine Refugees

UNSMS UN Security Management System

UR Unfunded Requirement

USD United States Dollar

VTC Vocational Training Centre

1

Foreword

By Filippo Grandi

Commissioner-General

I am pleased to present UNRWA‘s 2014-15

biennium plans, made up of five Field

Implementation Plans and a consolidated

Headquarters Implementation Plan. These

plans describe how the Agency will assist

Palestine refugees across the occupied

Palestinian territories (oPt), Jordan, Lebanon

and Syria and serve as the final set of

biennium plans in furtherance of the

Agency‘s 2010-15 Medium Term Strategy

(MTS). The plans build on the

recommendaitons of the MTS mid-term

evaluation, the guidance and direction of

UNRWA‘s Advisory Committee and the

successes and challenges being experienced

in the implementation of the 2012-13

biennium plans.

The environment in which the Agency

operates in all fields of operation is requiring a

response from UNRWA that is a combination

of emergency response and human

development interventions.

UNRWA remains deeply engaged in

responding to the on-going armed conflict in

Syria and its spillover effects in the region.

UNRWA‘s Syria, Jordan and Lebanon

operations are facing unprecedented strains

in their capacity to address the humanitarian

needs arising out of this crisis and the Agency

is deeply concerned about the large and

growing number of civilian victims and deaths

resulting from it.

The economic blockade, movement

restrictions, settlements and their expansion

and the barrier continue to seriously

negatively impact the human development

of Palestinians and Palestine refugees in

Palestine. This situation is further exacerbated

by continued sporadic violence, such as in

the Gaza strip.

Central to the Agency‘s vision for 2014–15 is

the commitment to the provision of effective

and efficient services to Palestine refugees,

supported by UNRWA‘s on-going reform

processes. Early indications suggest that the

Agency‘s application of a new Family Health

Team approach is, as foreseen, decreasing

the number of doctor consultations per day,

resulting in greater doctor-patient contact

time and patient satisfaction. Reforms in

education are working to strengthen the

quality of UNRWA‘s educational services while

generating cost efficiencies for the

organization. These reforms are vital in helping

equip refugees with the skills required to

achieve a decent standard of living. This

work is supported by strengthening systems

and management support services in UNRWA

best exemplified by the implementation of an

Enterprise Resource Planning system and

continued strengthening of results-based

management processes and practices.

As the Implementation Plans reflect, funding

shortfalls are having a serious impact on the

Agency‘s operations. Due in part to the

global financial crisis, financial support to

UNRWA is not keeping pace with an

increased demand for services caused by

growing numbers of registered refugees,

expanding needs, and deepening poverty.

This challenges the Agency in its efforts to roll

out reforms, respond to emerging needs and

maintain quality core services. Within the

context of a resource mobilization strategy,

UNRWA will continue to appeal to all

stakeholders to provide the support needed

to fulfil its General Assembly mandate to

promote the human development of all

Palestine refugees.

UNRWA Commissioner-General Filippo Grandi

ii

Palestine refugee communities continue to

wait for peace and a just and lasting

solution to their plight, and the shared

contributions of the international

community are critical to maintaining this

possibility and the hope of Palestine

refuges. This set of biennium plans provides

the framework for UNRWA‘s commitment

to Palestine refugees, and the areas of

collaboration with host Governments and

the international community. It is through

their implementation that we must all work

together to meet the needs, aspirations

and human development goals of

Palestine refugees.

Yours sincerely,

Filippo Grandi

1

1 Introduction

The United Nations Relief and Works Agency

for Palestine Refugees in the Near East

(UNRWA) is currently operating under the

context of the 2010-15 Medium Term Strategy

(MTS). In support of this it develops biennium

plans, or Field Implementation Plans (FIPs), to

direct and support programme

implementation. This plan for 2014-15 is the

final biennium plan in support of the current

MTS and builds on the successes and

challenges of the 2012-13 biennium plan. It

serves as UNRWA‘s strategy for assisting

Palestine refugees in Lebanon during 2014-15.

This FIP provides a comprehensive overview of

Lebanon Field Office‘s strategic choices,

outcomes and outputs contributing to the

achievement of the Agency‘s four Human

Development Goals (HDGs) and a fifth

management goal.1 These goals are

supported by seventeen strategic objectives

and measurable indicators, both those

common across UNRWA and a specific set for

the Lebanese context. The plan was

developed within the context of on-going

political, security and economic constraints as

well as the underfunding of the General Fund.

Lebanon‘s location in the heart of the

conflict-ridden Middle East serves as a major

obstacle to economic stability and the inflow

of foreign investment. Recurring wars, weak

infrastructure, and political instability have

placed a heavy burden on Lebanon‘s

outstanding budget deficit and post-war

infrastructure reconstruction efforts.

Compounding this is the current spill-over of

the Syria armed conflict into Lebanon, and

the movement of people between Syria and

Lebanon.

The Lebanon FIP therefore presents a

consolidated strategy to address both the

human development aspirations and the

pressing humanitarian needs of the Palestine

refugees in Lebanon. Moreover, the plan also

highlights the impact of the Syria crisis on

Palestine refugees in Lebanon, and the

Lebanon Field operation more broadly.

UNRWA‘s budget in Lebanon for the biennium

1 (1) A long and healthy life; (2) Knowledge and skills; (3)

A decent standard of living; (4) Human rights enjoyed to

the fullest; (5) Effective and efficient governance and

support.

2014-15 is estimated to be USD 181,101,000.

The Syria response will continue to be funded

from UNRWA‘s Syria Regional Response Plan.

At current funding level, the LFO is largely

restricted to the maintenance and continuity

of its core services to the Palestine refugee

population in Lebanon.

The Lebanon Field Office (LFO) remains

committed to advocating for the rights of

Palestine refugees in Lebanon while ensuring

the availability of core services based on

universal access (by virtue of being a

Palestine refugee). In addition, the Agency

will ensure the continuation of education and

health improvements while consolidating

reform measures.

In the 2014-15 biennium the Lebanon Office

will prioritise the following six goals:

1. To tackle and eradicate discrimination

2. To look after education services for at-risk

youth

3. To ensure access to healthcare

4. To provide better employment

opportunities

5. To link programmes to poverty reduction

6. To ensure evidence-based targeting of

programmes and reforms.

To achieve these objectives, UNRWA will

continue to work closely with local partners

such as the Palestine Red Crescent Society

and community based organisations (CBOs).

It will maintain and strengthen its close

collaboration with sister UN Agencies, the UN

Country team and the Government of

Lebanon, and in particular the Lebanese

Palestine Dialogue Committee (LPDC) as well

as technical line ministries related to health,

education and social affairs. Partnerships with

Lebanese universities and research institutes

will also continue and be built upon.

2

2 Situation Analysis

Country Context

Since its independence in 1943 Lebanon‘s

history has been marked by periods of

political turmoil interspersed with prosperity

built on its position as a regional centre for

finance and trade. Lebanon‘s 1975-90 civil

war was followed by years of social and

political unrest, marked by sectarianism.

The current power-sharing confessional

political system exemplifies this. It shapes

the socio-economic policy environment

and fuels the proliferation of clientele

networks. Moreover, post-war economic

rehabilitation efforts since 1992 have failed

to induce stable economic development.

A recent IMF report underlined that

―Lebanon‘s public debt—at about 148 per

cent of Gross Domestic Product GDP—still

ranks among the highest in the world and

drains about half of the annual budget

revenues in interest payments, leaving little

room for productive public spending.‖2

The poverty level of Lebanese citizens is

relatively high, with 8 per cent of the

Lebanese population living in extreme

poverty and 28.5 per cent under the upper

poverty line (USD 4 per person per day).3

Regional disparities are significant, as 82

per cent of the extremely poor and 78 per

cent of the poor are concentrated in the

North, Mount Lebanon and the Bekaa

Valley.4

Although the national unemployment rate

has remained around 9 per cent since

2007, the youth unemployment rate is

much higher at 22 per cent, which points

to the challenges the Lebanese economy

faces in creating new jobs for young

people.5 These employment challenges

are more extreme in the case of Palestine

refugees, who have been subjected to

decades of systematic discrimination by

the Lebanese government. This began to

change in June 2005, when the Ministry of

Labour issued a memorandum permitting

2 IMF Survey, ―Lebanon‘s Challenge: Reforming When

Times Are Improving,‖ October 2010. 3 UNDP, ―Poverty, Growth & Income Distribution in

Lebanon,‖ International Poverty Centre, 2008. 4 ibid 5 The World Bank, ―Labor and Social Protection‖

http://data.worldbank.org/topic/labor-and-social-

protection>

Palestine refugees who were born in

Lebanon to work legally in manual and

clerical jobs, areas previously unavailable

to them. Further, on 17 August 2010 the

Lebanese Parliament approved

amendments to the labour and social

security law, providing specific provisions

for Palestine refugees, emtitling Palestine

refugees to benefit from end-of-service

indemnities, though not from maternity

benefits and family allowances.

Despite this legislation, syndicated

professions remain out of reach and

Palestine refugees continue to be barred

from the liberal professions. Moreover, this

amendment lacks the proper executive

decrees to be issued by the Ministry of

Labour. Even if these amendments are

issued, Palestine refugees will continue to

face problems procuring work permits, as

they require the provision of a contract of

limited duration, and/or a Lebanese

guarantor. Further, non-ID refugees6 are

unable to benefit from these amendments.

These policies have had a negative impact

on the living conditions of refugees for

generations, exacerbating rates of poverty

and cultivating an unsustainable

dependency on humanitarian aid. A

recent ILO report on the Palestinian labour

force flags the precarious situation of

Palestine refugees in employment in

Lebanon. It found that a large proportion

of Palestine refugee labourers work on a

daily, weekly, or productivity basis and very

few receive a written contract, health

coverage, or paid sick leave.7

However, while falling short of allowing

Palestine refugees the full right to work, the

importance of the 2010 amendments should

not be underestimated. They sparked the first

debate of its kind relating to the presence of

Palestine refugees in Lebanon to take place

in the Parliament. The debate mirrored the

broader political environment and also

6 Non-ID refugees are a category of Palestinians in

Lebanon who do not hold the identification card

issued by the Directorate General of Palestinian

Refugee Affairs (DPRA), generally referred to as ‗non-

IDs‘.

7 ILO, ―Labour Force Survey Among Palestine Refugees

Living in Camps and Gatherings in Lebanon,‖ 2011.

3

showed that the positive work and spirit of the

LPDC in the last five years has gained social

momentum.

Needs Assessment Update

The number of Palestine refugees residing in

Lebanon is estimated to stand at between

260,000 and 280,000, although as of

December 2012 there were 474,000 Palestine

refugees registered in Lebanon.

Sixty-two per cent of the Palestine refugee

population in Lebanon reside in 12 camps.

Most of these camps are deemed spaces

outside of the purview of Lebanese security

and legal protection though the Lebanese

security forces control access to camps and

implement restrictions on the mobility of both

goods and refugees. Fragile rule of law

structures in several camps has created an

environment vulnerable to the spread of

illegal activities including the proliferation of

drugs. As a result of such conditions, refugees

living inside camps suffer from social stigma

and discrimination.

Palestine refugees in Lebanon are legally

barred from practicing over 30 professions,

have been barred from purchasing property

since 2001, and have very restricted access to

financial assets. This has led to chronic

violations of refugees‘ basic rights and to high

rates of unemployment, with 56 per cent of

refugees jobless, 15 per cent food insecure, 40

per cent having only an elementary

education or below, and 31 per cent being

chronically ill.8 Two-thirds of Palestine refugees

suffer from poverty and 6.6 per cent of

refugees are living in extreme poverty.9

Correspondingly, only 37 per cent of the

working age population is employed. Those

with jobs often fill elementary labour positions,

usually in precarious and unreliable

conditions. Only six per cent of the Palestine

refugee labour force has university training.

These statistics point to the persistence of

poverty among the Palestine refugee

population and the necessity of developing a

comprehensive and sustainable strategy to

alleviate poverty.

8Socioeconomic survey of the living conditions of the

Palestine refugees in Lebanon, AUB/UNRWA, 2010 9 Ibid.

The crisis within Syria is displacing many

Palestine refugees. Moving across

international borders is considered an option

of last resort, but one which many families are

taking. The Lebanese Government has

allowed Palestine refugees from Syria (PRS) to

enter and stay within Lebanon on a

temporary visa and it is now estimated that

80,000 PRS will have entered Lebanon by

January 2014. As registered Palestine

refugees, these persons are able to access

UNRWA services, although formal transfer of

family files from Syria Field to Lebanon Field is

not taking place given the temporary nature

of these refugees‘ legal status in Lebanon.

Nevertheless, the existence of this population

is placing strains on UNRWA‘s normal

programmes. Furthermore, the existence of

additional non-Palestinian inhabitants in

Palestinian camps and gatherings is also

having a negative impact at several levels.

The majority of the PRS (54 per cent) live in

existing Palestine refugee camps. Of the PRS

families in Lebanon, 32 per cent live in Saida

area, 19 per cent in Beqaa area, 19 per cent

in central Lebanon area, 16 per cent in Tyre

area and the remaining 14 per cent in north

Lebanon area. The Lebanese authorities issue

transit visas for PRS while arriving in Lebanon.

This visa is valid for 14 days. In addition, PRS

with expired visas may obtain a 3-month

residency permit free of charge.

UNRWA is the main provider of education,

healthcare, water, housing, waste disposal,

social assistance, food aid, and other public

services to Palestine refugees in general and

residents of camps in particular. In addition to

UNRWA, there are 46 Arab organisations and

approximately 20 foreign NGOs which are

involved with various issues related to the

living conditions and welfare of Palestine

refugees in Lebanon.

Planning Context and Scenarios

Given that UNRWA operates in a very fluid

regional and uncertain financial environment,

the LFO is making the following planning

assumptions for 2014-15:

1. The on-going political developments in

Lebanon as well as in the region are likely

to continue in 2014-15. Radical changes

to the existing political environment in

Lebanon are not expected, with political

4

instability expected to remain a common

feature of the Lebanese landscape, and

the Syria crisis in particular.

2. Any increases in public sector salaries

and benefits are likely to seriously impact

the Lebanon Field‘s capacity to deliver

services. Budgeting process will have to

take this scenario into consideration.

3. Operational and non-staff costs are

rising due to inflation, the increasing cost

of energy and water, and an increasing

refugee population.

4. It is estimated that, by 1 January 2014,

80,000 PRS will be in Lebanon and that this

number will increase steadily throughout

the biennium. UNRWA‘s normal

programmes will need to be

supplemented with funding from

Emergency Appeals to meet the needs of

this population.

Risk and Risk Monitoring

As noted above, it is assumed that, on the

political and security levels, the operating

environment will remain stable albeit fragile

and subject to sporadic localised fighting.

Nevertheless the Agency must prepare itself

for a more significant deterioration in the

operating environment whether as a result of

localised or large-scale conflict. Although

such risk has materialised frequently over

recent decades, the likelihood of this risk

being realised during the biennium is

increased as a consequence of the on-going

crisis in Syria. Linked to this is the possibility of

greater numbers of Palestine refugees

arriving in Lebanon from Syria.

In order to manage and respond to the risks,

the LFO will periodically review and update

its risk register.

5

3 Strategic Priorities

UNRWA‘s five overarching goals will guide

its strategic proirities in Lebanon. Taking into

consideration the availability of resources

and UNRWA‘s reform priorities, the LFO will

focus on enabling a path to poverty

alleviation for the Palestine refugee

community by advocating for a rights-

based policy environment and expanding

refugees‘ access to opportunities which will

enhance their capabilities. The LFO will

focus its efforts on the following strategic

priorities:

1. To tackle and eradicate discrimination

2. To look after education services for at-

risk youth

3. To ensure access to healthcare

4. To provide better employment

opportunities

5. To link programmes to poverty reduction

6. To ensure evidence-based targeting of

programmes and reforms.

Strategic Priorities by Human Development

Goal

Goal 1: A long and healthy life

The health programme is currently focusing

on the introduction of a health triage

system through the continued roll out of the

Family Health Team (FHT) approach, which

is set to improve families‘ access to quality

health consultations. In supplementing this,

efforts will focus on reducing hospitalisation,

supporting people with disabilities,

implementing a comprehensive health

education strategy and meeting the health

needs of PRS.

Palestine refugees are highly dependent on

UNRWA‘s health services, and the poor

spend a large share of their income on

healthcare, particularly hospitalisation.

Therefore the Agency will dedicate greater

efforts to promoting preventive healthcare

services in order to support the long-term

livelihood of the poor in a more sustainable

way, particularly for women and children.

People with disabilities are among the most

vulnerable groups of refugees and as a

result of this tend to be over represented in

poor households. Thus, the Agency will work

with the health department in revising its

overall policies towards disabilities by

conducting a full assessment of the physical

accessibility of all health premises, and

incorporating screening for disabilities in the

school health programme. Moreover, the

Agency will intensify its efforts to increase

disabled persons‘ access to assistive

devices.

At a general level, the Agency will support

the implementation of a comprehensive

health education strategy with the aim of

increasing community health knowledge.

Such a cross-cutting approach will involve,

for example, coordination between the

family health teams, the career guidance

unit and the scholarship programme to

orient newly graduated students towards

specialising in professions that improve the

quality of healthcare services for Palestine

refugees. The Agency will support refining

the health programme‘s knowledge

management strategy to allow for more

evidence-based targeting of vulnerable

populations.

Finally, the health department will work to

ensure that the health needs of PRS are

met.

Goal 2: Knowledge and skills

UNRWA education data shows a clear link

between educational attainment and

economic status.10 Non-enrolment11 and

poor education attainment are two

pervasive factors sustaining poverty and low

human capital in the Palestinian community

in Lebanon. The Agency recognises that

non-enrolment has not been properly

addressed in UNRWA‘s previous

educational interventions, as there appears

to be an implicit push-out mechanism in

UNRWA schools which tends to eliminate

low performing students rather than

rehabilitate them.

10 Socioeconomic survey of the living conditions of the

Palestine refugees in Lebanon, AUB/UNRWA, 2010 11 ‗Non enrolment‘ refers to students that have not joined

educational facilities. ‗Drop out‘ refers to students who

leave school throughout the year.

6

Therefore, the Agency will prioritise the

following: 1) the Agency recognises the

need for a more comprehensive action

plan to rehabilitate the physical

environment of UNRWA schools; 2) the

Agency will implement short-term and long-

term dropout recovery interventions across

all UNRWA schools in Lebanon, including

through conducting a comprehensive

quantitative study on the drivers of non-

enrolment. Moreover, the education

department will coordinate with local NGOs

involved in learning support interventions to

target students identified as at risk in grade

eight in a manner that complements

UNRWA‘s existing learning support activities.

Primary education in the LFO will also be

improved through Agency-wide education

reform. This reform includes in-service

training to ensure a professional, qualified

and motivated teaching force is in place;

adapting UNRWA curriculum to support a

holistic approach to learning and

development; implementing tools to ensure

that evidence-based policy making and

informed decision-making can take place

at all levels of operation; developing an

effective system to identify and support

children with special educational needs;

enhancing the effectiveness, efficiency and

relevance of education planning and

management; and implementing an

educational governance policy and

regulatory framework.

In response to the Syria crisis, the education

department will strive to ensure it has in

place the human, operational and logistical

capacities necessary for effective delivery

of education in emergencies, including

psycho-social support for the children of

PRS.

Lastly, there are a number of interventions

which are recognised as long-term priorities

to be implemented if resources and

programmatic imperatives permit. On the

academic track, the LFO recognises the

need to assess the impact of the UNRWA

school counselling system and reform it

accordingly. The Field will also prioritise

targeting students who have not enrolled in

school for six consecutive months, linking its

education work to the TVET programme.

Resources permitting, the TVET unit will

develop an “Another Chance” initiative,

which will equip beneficiaries with basic

education, with an emphasis on promoting

literacy and increasing their awareness of

marketable professions.

Goal 3: A decent standard of living

Restrictions on the access of Palestine

refugees to the job market serves is a major

cause of poverty in the Palestinian

community. In tackling un- and under-

employment, the Employment Services

Centres (ECSs) form the cornerstone of

UNRWA‘s employment strategy, and

represent an important mechanism for

poverty reduction. In addition to their

regular employment services, the ESCs will

play a leading role in advocating for reform

of the legal regulations governing access of

Palestine refugees to the job market, along

with the UNRWA protection unit, the ILO,

and other relevant stakeholders. The ESCs

will also strive to make their registration

efforts more accessible to the poor camp

residents, particularly heads of households,

through conducting outreach sessions

inside camps and by coordinating with

local NGOs in identifying poverty pockets

across different camps and gatherings. The

ESCs will convene regular networking events

as an additional feature of their counselling

and outreach services. Finally, the ESCs will

develop an intervention for young

professionals to raise awareness of job

opportunities abroad, as remittances have

proven to be an important source of

income for poor families.

The LFO‘s Self-Employment Initiative is

working to increase refugees‘ access to

high-quality and affordable microcredit

opportunities as well as non-financial

services. This will continue and four new

Community Managed Funds (CMFs) will be

established in Saida and Tyre through which

local implementing partners can benefit

from technical support aimed to improve

their capacities to professionally manage

and disseminate microloans. Moreover, the

Agency will improve the access of loan

beneficiaries to business development

services, and will update curricular material

in UNRWA‘s Vocational Training Centre

(VTC) to include a course on

entrepreneurship. As part of the Business

Development Services (BDS) package, the

7

Agency will offer marketing support for

microenterprises managed by women,

people with disabilities, and youth. The

Agency will also work to increase suppliers‘

and beneficiaries‘ knowledge of market

dynamics in the camps.

On the vocational track, UNRWA‘s

education department and TVET unit will

collaborate to narrow the educational gap

periods in which youth, particularly drop-

outs, tend to miss out on alternative

education options to increase their skills and

employability in the future. The Agency will

expand the TVET programme to include

targeted interventions for children starting

at grade seven, so that they can study

Brevet Professional (BP) and continue their

education onwards to Baccalaureate

Technique (BT). The Agency will finalise its

accreditation process with the Ministry of

Education so that TVET students sit official

exams and hold a recognised diploma. This

is particularly important to secure a job and

to those who will continue their studies at

universities.

The Lebanon Field recognises that the

Social Hardship Assistance Programme

(SHAP) system has under-served the working

poor and over-represented non-poor

female-headed households and small-sized

families. Given this, a new targeting system

has been designed and piloted by the relief

and social services department (RSSD) at

UNRWA Headquarters. Under the new

system, eligibility for food assistance will be

based on a proxy-means testing formula.

Accordingly, RSSD is developing a

comprehensive communication and

gradual transition strategy for those who will

no longer be eligible for SHAP funds. To

support this reassessment process, the

Agency will conduct routine assessments of

poverty rates and living conditions every

three to four years in order to sustain up-to-

date, evidence-based programming.

Goal 4: Human rights enjoyed to the fullest

The unclear legal status of Palestine

refugees in Lebanon is a driver of the

continued precarious situation the

community faces in Lebanon. A key priority

for the 2014-15 biennium will be continued

advocacy for the enhanced legal status of

Palestine refugees in Lebanon, including

encouraging the mainstreaming of legal

advocacy efforts across programmes and

departments. The protection unit will

prioritise support to poor communities

through legal counselling services and

awareness-raising projects. It will support

capacity-building for lawyers representing

Palestine refugees and improve

coordination with UNRWA ESCs to ensure

the working rights of Palestine refugees. The

Agency will encourage greater attention to

poor women, particularly women married

at an early age, in the protection unit‘s

efforts to mitigate gender-based violence,

while also creating an inclusive and

empowering environment in which persons

with disabilities can live in dignity and enjoy

equal rights and opportunities to achieve

their full potential. The Agency recognises

the importance of securing identification for

non-ID Palestine refugees and ensuring their

access to UNRWA services. The Agency‘s

registration activities will also continue

throughout the biennium.

Lastly, the LFO will work to fulfil the

protection needs of PRS who have crossed

into Lebanon, including through the

provision of interventions with key

stakeholders to ensure non-discriminatory

treatment of those seeking to take refuge in

Lebanon.

Goal 5: Effective and efficient governance

and support

There will be a continuing need to drive

reforms throughout all of UNRWA‘s

programmes to ensure maximum efficiency

in operations, while also maintaining high

quality support services. The Front Office is

responsible for maintaining reforms

throughout the biennium as well as

maintaining responsive and reliable

communication with refugees, the host

Government, and other stakeholders both

within Lebanon and externally. To support

these goals, in 2014-15 UNRWA will prioritise

the mobilisation of resources for (i)

reconstruction of Nahr El Bared and the

continuing relief and recovery activities;

and (ii) the Agency‘s response to the needs,

as well as protection issues, of PRS. It will

continue to strive to bring about

8

improvements in service delivery despite

forecasting limited additional resources for

Lebanon operations from the General Fund.

Cross-cutting themes

The Lebanon Field will continue to

mainstream cross-cutting themes in annual

operational work plans and to ensure the

systematic implementation, monitoring and

reporting of the ensuing results. The

following are the priority cross-cutting

themes for the 2014-15 biennium.

Gender: The implementation of the Family

Protection Initiative (FPI) started in

December 2011 with the goal of reducing

the prevalence of domestic violence and

gender discrimination through awareness-

raising activities targeting key segments of

the community. The project, which is being

piloted in Tyre and managed by the

operations support officer (OSO) team,

seeks to build the capacity of UNRWA staff,

particularly front-line staff, and

implementing partner NGOs to address

gender-based violence (GBV). The aim of

the pilot project is to build a sustainable

referral mechanism for GBV survivors.

Over the course of 2012, a Family Protection

Network was established bringing together

UNRWA focal points and other service and

assistance providers to identify and

coordinate cases in confidence. This work

will continue.

In order to ensure maximum inclusion of

poor persons in FPI efforts, the Agency will

encourage the FPI team to develop a

targeted outreach plan and registration

method in the coming year. The Agency will

also promote collaboration with CBOs and

the relief and social services programme in

identifying economically vulnerable

populations.

Youth: UNRWA is committed to mainstream

youth engagement throughout all its

programmes. This will be done through

promoting youth empowerment (e.g.

strengthening school parliament, youth

associations, promoting a sense of

ownership among the youth), peace

building initiatives through recreation

activities, and outreach towards to young

people (including linkages with business

community for employment issues).

Disability: The ‗Special People Special

Focus‘ (SPSF) initiative was created to better

serve persons with disability and promote an

overall inclusive Agency environment. In this

respect, inclusion not only implies physical

accessibility issues, it also aims at changing

mindsets and attitudes. Following a human

rights based approach, UNRWA seeks to

actively promote all individuals with

disability to fully realise their rights.

The SPSF initiative is being piloted in Saida

area. A multi-sectoral approach was taken

towards improving internal and external

coordination to enhance empowerment,

participation and inclusion of persons with

disability among Palestine refugees in

Lebanon. A main focus during the first year

of implementation has been on awareness

and sensitisation activities to counter

prejudice and reduce intolerance and on

enhancing the inclusive environment of

schools. For the first time, children with

disability from specialised organisations

have been included in all recreational

activities during the summer months. In

September 2012, three schools were

selected to be piloted under the SPSF

initiative, following the inclusive education

model.

In order to address the lack of specialised

services in the Palestine refugee

community, as well as the Lebanese

society, an effort was made to produce

flyers and hold outreach meetings to

promote social/health professions, including

psychology, occupational therapy, special

educational needs, physiotherapy and

speech therapy among grade 12 students.

Safety and Security: In line with the LFO

safety and security division (SSD) mission to

provide leadership, advice and operational

support on risk management, LFO SSD aims

to improve staff safety, asset security and

installation protection to enable sustainable

programme delivery. With a view to

institutionalising and optimising the Security

Risk Management System LFO SSD will

work towards developing/continue five

core business functions: i) risk management;

ii) strengthening policy and standards, iii)

crisis and emergency management, iv)

incident management and reporting, and

9

v) guard force management. SSD will

prioritise risk management support to field

emergency preparedness and response

efforts. The SSD team will also continue to

manage UNRWA commitments to the UN

Security Management System (UNSMS)

(including Minimal Operating Security

Standards (MOSS)/ Minimal Operating

Residential Security Standards (MORSS)) for

international staff.

10

4 Human Development Goals

GOAL ONE: A long and healthy life

Palestine refugees in Lebanon do not

benefit from public health insurance due

to restrictions imposed by Lebanese

regulations, and as a result around 94 per

cent of the refugees do not hold any form

of insurance, instead relying to a great

extent on UNRWA for their health services.

UNRWA is therefore the main provider of

health care services to Palestine refugees

in Lebanon, offering both health care and

hospitalisation services.

Results from the 2012-13 Biennium

UNRWA provides health care services

through 28 health centres located in the

areas of concentration of the Palestine

refugees, with half located inside the

camps and half located in gatherings.

UNRWA provides a comprehensive

package of both curative and preventive

services, which include consultations with

General Practitioners (GPs), ante- and

post-natal healthcare, family planning,

and specialist care (cardiology,

gynaecology, and ophthalmology).

Furthermore, health care provides essential

drugs and a range of simple diagnostic

tests (laboratories and radiology). All

health care services provided within

UNRWA health centres are free.

Assessments of the health care services

performed in 2009 and 2010 reveal several

challenges facing the delivery of these

services. Examples include a high load of

consultations per medical officer per day

(122 consultations per medical officer per

day in 2010), uneven distribution of

patients‘ consultations during working

hours and inefficient management of

medical supplies. In response, the health

programme has piloted a series of reforms

which began to take effect in 2012. In

particular, the health programme started

piloting the Family Health Team (FHT)

approach and e-Health in nine of its health

centres by the end of 2012. This approach

aims at the delivery of holistic and

comprehensive health services to the

individual within the context of the family

and community. The FHT approach will

cover all health centres by the end of 2013.

Linked to this was the roll out of a

computerised appointment system. The

Agency also approved procedures that

enable beneficiaries to refill prescriptions

for chronic medications for non-

communicable diseases (NCDs) directly

from the pharmacies without the need to

see the medical officers, decreasing the

load on the medical officers. Tagged to

these reforms was capacity building of the

UNRWA health staff to improve their

knowledge and skills in health care

services.

Preliminary results from this reform show an

improvement in the number of

consultations per medical officer per day,

with a drop to 98 in the second half of

2012. Equally, appointments are also better

distributed throughout the day in health

centres implementing the FHT.

In the provision of secondary and tertiary

care, UNRWA contracts local hospitals for

hospitalisation services. Secondary

hospitalisation services include the majority

of the medical and surgical conditions,

accounting for around 85 per cent of the

hospitalisation admissions. Tertiary care

services include procedures and

treatments that require advanced and

sophisticated technologies including

cancer treatment, open heart surgery, and

brain surgery. UNRWA gives full financial

coverage for secondary care services and

offers a co-share for prostheses and non-

essential medications. However, in the

case of tertiary care services, which tend

to be very expensive, UNRWA contributes

an average of 50 per cent of the cost of

the hospitalisation to a ceiling of USD 4,200

per admission, and the patients must cover

the rest. In some very expensive tertiary

conditions where the hospitalisation bill

exceeds USD 10,000, UNRWA‘s contribution

can be as low as 5 per cent. This is leading

to a high financial burden for patients.

Hospitalisation persists as one of the major

11

financial burdens for household

expenditures.12

To address shortcomings in this system, and

support patients suffering from chronic

catastrophic diseases such as cancer a

new hospitalisation strategy, CARE, was

developed. The aim is to lower the

financial burden of tertiary hospitalisation

as well as support in the cost of

medications for these patients. It includes

a sound monitoring and evaluation system

for the management of hospitalisation

services. To lead this, a hospitalisation unit

was established in the health department,

and area health coordinators and area

hospitalisation medical officers are

responsible for the day-to-day control of

hospitalisation admissions.

As part of the measurement of

performance indicators of the contracted

hospitals, a patient satisfaction survey

regarding hospitalisation services was

conducted during the summer of 2011,

which revealed an 83 per cent satisfaction

rate with the services. This reflects the

positive impact of these reforms, especially

nursing care (90 per cent), medical care

(87 per cent) and hospital environment (88

per cent). Satisfaction levels were less high

with regards to patient awareness (72 per

cent) and the performance of the

designated medical officer (DMO) (76 per

cent).13 Patients from southern areas

registered the highest satisfaction rate (82

per cent) compared to other areas. This

might indicate an improvement in the

satisfaction rate of the poor with the

reforms of 2010.

Finally, UNRWA will provide PRS with access

to health care as needs arise, both through

established UNRWA health centres and in

partnership with humanitarian actors at

points of PRS congregation.

In the 2012, 85 per cent of inhabitants in

the camps had access to water from

UNRWA operated or subsidised water

supply systems. UNRWA also provided

12 Households with a hospitalised family member spent on

average USD 614 over a 6 month period. The share of

household expenditure on health jumps from 3 per cent

to 13 per cent when a family member is chronically ill or

disabled. 13 Hospitalisation satisfaction survey 2011- UNRWA –

PSO/FHP

storm water disposal after heavy floods.

Because of narrow alleyways in the biggest

parts of the camps, it was not possible to

install the requisite water supply, sewer,

and storm water systems. Therefore,

throughout many of the camps, a

combined system of sewage and drainage

will continue to exist. This arrangement will

strain each camp‘s capacity to treat

sewage and manage rainwater, despite

the fact that flood prevention measures

were well organised and implemented in

all camps during 2012, including the rainy

season. While garbage continued to be

collected regularly throughout the camps

in the 2012-13 biennium, problems with

garbage collecting equipment, specifically

breakdowns in garbage compactors and

dumpers, has overextended available

resources. Labourers are forced to work

extra hours with overtime pay, which

exacerbates pre-existing budgetary

problems. As a result, the overall hygiene of

the camps has deteriorated, and extra

vehicles and trash bins are required to deal

with scattered garbage.

UNRWA provides most sanitary refuse

collection services in all Palestine refugee

camps in Lebanon. However, the Agency‘s

resources in terms of equipment and

facilities remain limited, and refugee

community participation is relatively poor.

This contributes to the camps‘ overall

hygiene and cleanliness.

Expected results from 2014-15

The LFO will maintain its primary, secondary

and tertiary health care programme in the

2014-15 biennium. It will focus on

continuing to roll out the FHT approach,

providing additional support to health

centres that require it. Capacity

development of health staff will be a

priority to ensure that the reforms are

adequately staffed and supported.

The Agency will also continue to improve

the living conditions of Palestine refugees in

camps. The focus will be on large scale

rehabilitation projects as well as key

improvements in all camps related to

environmental health, housing and

infrastructure, to ensure a standard

comparable to adjacent Lebanese

12

communities. The key priorities will be

upgrading solid waste management

systems and the maintenance of related

infrastructure, ensuring adequate access

to potable water, and building hygiene

awareness to foster clean camps. Disability

accessibility will be implemented in all

premises wherever possible. In some

camps, such as Burj El-Shamali and

Beddawi, interventions on the water supply

network are needed to ensure fair

distribution of water. Further improvement

in the control of sewage and storm water

floods are subject to the implementation of

capital projects, especially in Ein al-Helweh

and Rashidieh.

The Agency will continue to work on

developing innovative ideas in camp

improvement, such as the new shelter

approach, to provide quality services at

reduced costs. Camp communities will be

engaged to the maximum extent possible

in projects, from needs assessment through

design to implementation to ensure

ownership, understanding and buy-in.

Linked to this, the Agency will explore more

self-help and partnership approaches to

the maintenance of infrastructure systems,

solid waste, and water management. A

monitoring system overseeing these

reforms and priorities will be established to

enhance responsibilities and

accountability.

13

GOAL TWO: Knowledge and skills

Results from the 2012-13 Biennium

UNRWA has been providing education

services to Palestine refugees in

Lebanon for more than 60 years and

remains the main provider of basic

education for Palestine refugee children.

Data from a 2010 American University of

Beirut (AUB) study revealed that around

80 per cent of refugees from the ages of

6-18 are enrolled within the Agency‘s

network of schools, compared to 6.6 per

cent who are enrolled in Lebanese

public schools and 8 per cent in private

schools. According to an ILO study, the

proportion of students educated by

UNRWA has increased dramatically,

from 43 per cent in 1999 to nearly

double that in 2011.14 Forty per cent of

Palestine refugees in Lebanon have

completed elementary education,

twelve per cent have completed

preparatory education, five per cent

have finished secondary education, and

five per cent have a university degree.

UNRWA schools in Lebanon are facing

two main challenges: 1) a relatively low

level of academic achievement of

UNRWA students, and 2) a persistently

low level of educational attainment due

to a high number of dropouts and/or

non-enrolled students. This has

contributed to a general perception of

declining standards of education in

UNRWA schools in Lebanon over the

past years.

Despite overall increases in enrolment

during the late 1990‘s, recent years have

seen a steady decline in the number

students enrolled in UNRWA schools. In

2002, 42,022 students were attending

UNRWA schools. By 2010 the number

had dropped to 32,191 students. This

represents a 23.4 per cent drop in the

school population within eight years. The

rate of non-enrolment is significantly

higher among males (24 per cent)

compared to females (15 per cent). The

14 ILO, ―Labour Force Survey Among Palestine Refugees

Living in Camps and Gatherings in Lebanon,‖ 2011, 10.

exact reasons for this continuing decline

are largely unknown.

UNRWA‘s Poverty Alleviation Strategy‘s

analysis of a dataset of students enrolled

between the years 2001 and 2009

revealed that the gross retention rate of

UNRWA‘s students is 59 per cent. In trying

to understand this, some studies

estimate that at least half of all dropped

out students left school because of low

academic achievement, while 20 per

cent left for socioeconomic reasons.

Students who dropped out due to low

academic achievement tend to do so

around Grade seven or eight. There also

appears to be a swell of drop-outs

around Grade four, as it is a breaking

point between lower and upper

elementary level.

Although a majority of drop-out students

received individual counselling and

were identified as at-risk prior to their

departure from the schooling system (87

per cent), the current counselling

programme has not succeeded in

retaining drop-outs. Instead the school

systems is generating a push-out

mechanism which ultimately eliminates,

rather than rehabilitates, students with

low academic achievement.

During 2012-13 the LFO began adapting

blended learning approaches for the

UNRWA context. This was done as part

of the broader school-based teacher

development and ―Leading for the

Future”15 initiatives. The process aims to

decentralise the professional

development of teachers and empower

schools to undertake these tasks.

Blended learning can also help in

promoting the Inclusive education

policy framework, which is being

established by UNRWA. The goal is to

enhance teacher understanding of the

concept and to make available

adequate tools.

15 In October 2012, two blended training courses SBTD

(teacher development) and LftF (head teacher

empowerment) were launched as part of the continued

implementation of the education reform strategy.

14

One of the main challenges of decision-

making in education is to update the

School Management System16 to be

more responsive to the management

needs for making effective decisions. In

response to this challenge and in order

to modernise the management of

various schools processes, the LFO

developed an electronic database with

the capacity to handle administrative

processes, to generate user-defined

reports (such as reports to compare

passing rate, mean between two

academic years, Ministry of Education

reports, etc.) and to add new modules

(such as Learning Support module). This

School Management System was fully

operational in all schools in 2012.

Expected results from 2014-15

Building on the progress achieved during

the previous biennium and based on

efforts to improve the effectiveness of

UNRWA‘s education system, the ambition

of the education programme is to further

improve the achievement of students,

particularly of low achievers. Improvement

of students‘ academic achievement is a

major concern of the education

programme. The education department

therefore aims to maintain the positive

trend for the official exams (Brevet and

Baccalaureate), the school-based exams

(mid-year and end-of-year exams) for all

grade levels, and unified exams (mid-year

and end-of-year) for grades three and six

(end grade for upper and lower

elementary cycles). This will be done by

seeking to enhance the effectiveness of

the education system through improving

the quality of teachers, supporting

curriculum development and student

assessments, building the leadership quality

of Head Teachers and supporting inclusive

education including through recreational

opportunities and human rights education.

In addition, Monitoring Learning

Achievement (MLA) tests for grades four

and eight will be implemented during

2014-15 to monitor improvements.

16 This has been replicated across UNRWA in the form of

the Education Management Information System (EMIS).

In light of the Agency‘s budget constraints,

improvements in the UNRWA education

system will focus on enhancing

effectiveness. The most important factor

determining the academic achievement

of students, and the development of their

personal capacities, is the effectiveness of

the education system, and this includes the

quality of teachers, the teaching

methodology, curriculum development

and students assessment, the quality of

textbooks, the building up of the leadership

capacity of head teachers, the quality of

decision-making, and inclusive education

including recreational opportunities and

human rights education.

The Agency will work specifically to

address the issue of educational drop-outs

both through exploring preventative

measures to combat non-enrolment in the

long-term, and in the development of

short-term interventions that target

students who have already dropped out.

The Agency will conduct a comprehensive

quantitative study on the drivers of non-

enrolment and the living conditions of the

non-enrolled children and youth. In

addition, the Agency will implement a two-

week dropout recovery campaign in

cooperation with the Learning Support and

Career and Guidance Unit on a quarterly

basis. This will help improve the profiling

and recovery of drop-outs, as well as

provide an opportunity to educate youth

about alternative education options, such

as TVET. Finally, the Agency will aim to

extend the provision of in-class learning

support and pull-out sessions17 to cover

grades seven and eight. If it is determined

that this is not within the capacity of

UNRWA school staff, this could alternatively

be achieved through partnerships with

local civil society organisations who offer

remedial classes.

UNRWA will continue to promote the

professional development of its teachers

and head teachers. The goal is to have a

professional, qualified and motivated

teaching force in place. The Agency will

maintain its regular in-service training for all

teachers and head teachers. To

supplement this, a teacher policy (on

17 A term to describe when a selected group of students

receive instructions outside their normal classes.

15

recruitment and career progression) is

under preparation in UNRWA

headquarters. A curriculum and student

assessment policy has also been prepared,

and will be rolled out in 2014-15.

In addition to this, more emphasis will be

placed on supervision, support and

coaching of teachers. The role of

education specialists will be more focused

on providing guidance, support and

coaching to teachers, based on regular

class rooms visits. Classroom observation

findings will be carefully analysed to

determine compliance with modern

teaching practices and identify capacity

development needs of staff. Furthermore,

UNRWA aims to strengthen the technical

role of the head teachers and to give the

schools more responsibility and

independence in managing their affairs.

Supporting informed decision-making, the

School Management System will continue

to be rolled out in 2014-15.

UNRWA will develop enhanced curricula

that support a holistic approach to

learning and personal development.

During 2014-15 and under the lead of the

core curriculum unit, the Lebanon

education programme will continue to

improve textbooks through curriculum

development and enrichment.

Finally, UNRWA will provide PRS with

educational opportunities as needs arise,

both through UNRWA schools and in

partnership with humanitarian actors at

points of PRS congregation. In addition,

UNRWA will continue to provide Education

in Emergency for PRS, addressing issues of

equity in and access to education as well

as child protection through education.

Moreover, effective response to the

educational needs of the PRS children will

be met by continuously strengthening staff

capacities, delivering education through

UNRWA schools from non-GF funds.

16

GOAL THREE: A decent standard of living

Results from the 2012-13 Biennium

According to the 2010 AUB survey, two-

thirds of Palestine refugees in Lebanon are

classified as poor. The poverty rate is higher

in camps than in gatherings. Nearly three

quarters of camp residents are poor while

slightly more than half of gathering

residents are poor.

The survey also examined the extreme end

of the poverty spectrum. Those below the

extreme poverty threshold cannot afford

to purchase enough food to satisfy the

daily basic needs of an adult. Based on this

criteria, 6.6 per cent of Palestine refugees

spend less than the monetary equivalent

necessary to cover their basic daily food

needs. The extreme poverty rate in camps

(7.9 per cent) is almost twice of that

observed in gatherings (4.2 per cent).

Poverty among Palestine refugees in

Lebanon is characterised by young age.

Indeed, 70 per cent of children and

adolescents (6-19) live in poverty, and nine

per cent live in extreme poverty. Overall

poverty increases with the number of

children and family size. However, extreme

poverty decreases with the number of

children in the family. This is due to the

contribution of young family members to

the livelihoods of extremely poor families,

often through child labour. All households

that have a disabled household head

(nine per cent of the refugee population)

are classified as extremely poor. Poverty is

also significantly higher when the

household head has low education

(primary and below).

To respond to this, the LFO has developed

a new Poverty Alleviation Strategy, which

holds refugees‘ rights and capabilities at its

core. The main priorities to which the

Agency has committed can be

summarised under the acronym ENABLE as

follows: Eradicating discrimination;

Nurturing at-risk youth; Access to

healthcare; Better employment

opportunities; Linking programmes to

poverty reduction; and Evidence-based

programming. Within each issue area of

ENABLE, the UNRWA is implementing

specific, targeted interventions which will

increase the inclusion of the poor in the

Agency‘s various programmes in the short-

term and long-term, as well as large-scale

interventions aimed at improving the

general conditions of all refugees

regardless of their poverty level. These

interventions are mainstreamed

throughout all services.

In addition to the Poverty Alleviation

Strategy, the Agency has also recently

completed a needs assessment of

marginalised women and girls who are

registered as Social Hardship Cases. This

assessment was undertaken in 15 camps

and gatherings in Lebanon by UNRWA

RSSD staff in coordination with the CBOs.

The main findings and recommendations

of the assessment cut across the areas of

education, employment, and civic

engagement.

The Employment Service Centres project

has been working to respond to issues of

poverty and longstanding employability

obstacles faced by the Palestine refugees

in Lebanon. They seek to support capacity

building and integration into the labour

market. The high number of jobseekers

registering at the ESCs thus far is an

indicator of the relevance of this project,

and reconfirms the Palestinian labour

force‘s need for employment services.

Bolstering this, a survey of jobseekers found

that 70 per cent are satisfied with the

support provided to them. The ESCs have

also successfully contributed to increasing

female registration (with 1,880 registered

females making up 41 per cent of the

jobseekers, which compares well with

women‘s 18 per cent representation in the

Palestine work force.

Throughout 2013, the Agency will continue

advocating to the Lebanese government

to facilitate the issuance of work permits,

which should be automatically renewable

and not linked to the availability of a work

contract. Further, the LFO employment

unit‘s efforts to promote the right to work

will be backed by sectoral analysis and

studies on the Palestinian labour force

within the Lebanese market. Employment

unit staff will collaborate with the

protection unit, the ILO, and other relevant

stakeholders on legal issues, particularly on

17

developing basic standards for ensuring

that Palestine refugee workers receive

legal representation if their work is

wrongfully terminated or if they are not

receiving sufficient remuneration.

In support of job placement, UNRWA has

been providing training and education

through vocational training centres and a

network of contracted local providers. A

recent employability survey18 revealed that

the employment rate of VTC graduates in

2012 is 53 per cent. Following the same

trend from 2010-11, VTC graduates are

mostly employable amongst small and

medium enterprises. The TVET unit recently

also began offering grants to sponsor youth

pursuing vocational education to acquire

an official accredited degree. This works in

parallel with the efforts to accredit the

Siblin Training Centre (STC) within the

Directorate of Vocational Education of the

Lebanese Ministry of Education.

Despite a great deal of success, UNRWA

vocational services are still not entirely on a

par with the Lebanese vocational system,

which provides a comprehensive

vocational education track as part of a

holistic education system. To tackle this, in

early 2013 UNRWA started to implement

the new TVET strategy. Its aim is to improve

its TVET centres and the career guidance

provided.

In tandem with TVET and to support the

capacity development of Palestine

refugee youth, the LFO operates a large

number of educational scholarship

programmes. The scholarship unit has

made agreements with high standard

universities to obtain significant discounts in

tuition fees for Palestine refugee students:

40 per cent discounts at Lebanese

International University, 50 per cent

discounts at the American University of

Beirut and Lebanese American University,

and 30 per cent at the University of

Balamand. There was a renewed emphasis

in 2012-13 on encouraging students to go

to high quality universities. As a result,

UNRWA now has eight students studying at

18 UNRWA Programme Support Office - LFO,

―Employability survey of UNRWA‘s vocational training

centres,‖ March 2013.

AUB in 2012-13 academic year compared

to only one student last year.

Directly related to poverty and

employment is the living conditions of

Palestine refugees in Lebanon. Within the

Palestine refugee camps, thousands of

families continue to live in rundown shelters

in the midst of crumbling roads, corroded

sewage pipes and other unacceptable

living conditions. In 2011 5,000 shelters were

deemed in need of rehabilitation

throughout all of Lebanon‘s camps. Of

these, 300 are in need of total

reconstruction, 2,800 need to be partially

reconstructed, 1,300 need major repairs,

and 600 need minor repairs. The total

number of unsafe shelters in all of the

camps is 350.

To tackle this, UNRWA has been steadily

rehabilitating its installations and providing

maintenance to infrastructure networks

(waste water, water supply, storm water,

roads, etc.). So far, UNRWA has

rehabilitated all infrastructure systems in

Burj El-Shamali, El-Buss, Mia-Mia, Dbayeh,

Shatila, Mar Elias, Beddawi and Wavel

camps. In Rashidieh camp, the water

supply system was rehabilitated, though

the camp remains without a waste water

network. The infrastructure system in Ein el-

Helweh, Lebanon‘s largest camp, remains

without rehabilitation. At the end of 2013,

the rehabilitation of infrastructure systems

in Burj El-Barajneh camp will be completed.

UNRWA‘s largest reconstruction project is

that of the Nahr el Bared Camp (NBC).

NBC is the first Palestine refugee camp in

Lebanon ever to be rebuilt, and the

financial, logistical, and political hurdles

facing implementation have been vast.

Among other things, UNRWA has had

difficulties tackling the participatory design

process. In many ways the concept has

been very successful in terms of mapping

needs, engaging the community, and

organising neighbourhoods around urban

blocks or courtyards, yet UNRWA is still

grappling with the process of determining

ownership and entitlements. Much of the

design effort in 2011-12 was spent

reassessing criteria and redesigning

residents‘ homes. However, the

reconstruction of packages 1 and 2 is

almost complete. Over 700 families have

18

returned to their rebuilt homes and 85

shops and associated infrastructure have

been completed. Two blocks in package 3

will be completed by May 2013, enabling

the return of a further 552 families and the

reconstruction of 168 shops. Construction

work will commence in late 2013 in the last

remaining portion of Package 2, other

portions of Package 3 and in the first blocks

of Package 4. The return of 917 families

and the construction of 321 shops is

expected to take place by the end of

2014. With the commencement of these

works, the Agency will have no more funds

to issue further tenders and commence the

construction works in other blocks.

Throughout 2012-13 four schools have

been reconstructed and are now

operational. A fifth school is currently under

construction and will be completed in

January 2014.

Expected results from 2014-15

In its poverty alleviation support, the AUB

survey alerted UNRWA to the vital necessity

of reforming the Special Hardship

Assistance Programme (SHAP) targeting

criteria, as it detected a high incidence of

inclusion of non-poor households among

SHAP recipients and a very high incidence

of under-coverage (the exclusion of the

extremely poor households). According to

the AUB survey, 24 per cent of households

enrolled in the SHAP are non-poor. Further,

a staggering 41 per cent of extreme poor

and 54 per cent of poor households do not

receive assistance from UNRWA.

Based on these findings, the LFO

recognised the need to reform the SHAP

targeting system to serve the neediest first

using evidence-based criteria. This entailed

a set of reforms which have been adopted

throughout the activities of the SHAP as

follows:

Broaden the coverage of the

system to include a higher number

of poor refugees, with no exclusion

of the working poor or the jobless.

Yet this is dependent on the

availability of funds.

Improve the accuracy of targeting

using the database of the AUB

survey as the main platform to

identify the characteristics of the

poor.

Restructure the eligibility criteria in

line with the Proxy Means Testing

Formula (PMTF), which hold strong

statistical correlation to poverty.

Control the rate of leakage of non-

poor and the under-coverage of

the poor.

Minimise the margin of subjectivity

in the assessment, and propose

practices which improve the

transparency of the system.

Form a more effective knowledge

management system.

Moreover, vulnerable refugee families will

be provided with family and child

protection services as needed and the

relief and social services programme will

continue to coordinate and support

planning and delivery of various services

for Palestinians displaced from Syria to

Lebanon to reduce their vulnerability and

restore their dignity.

UNRWA will continue its employment

strategy which seeks to achieve the

following: to enhance the employability of

low-skilled refugees through making

referrals to quality vocational training or

apprenticeship programmes; to improve

the access of Palestine refugees to decent

job opportunities, as well as the knowledge

and capacity to access opportunities for

self-employment; to continually advocate

for the expansion of the legal rights of

Palestine refugees in Lebanon; and to

emphasise the positive contribution that

Palestine refugees make to the Lebanese

economy.

The ESCs will adopt a more ‗employer-

centric‘ approach to their work, the

objective being to build partnerships with

businesses who can begin to rely on the

ESCs as a reliable source of recruitment. In

tandem they will develop a more

structured and organised approach to

their community outreach activities, and

correspondingly increase the channels of

communication with Palestine refugees,

both those who are registered and those

yet to register at the ESCs (through social

media, monthly text messages and

monthly emails). ESC supervisors will

conduct regular registration sessions in

19

‗poverty pockets‘ (areas with over 66 per

cent poverty headcount), in order to

target the poorest and more marginalised

Palestine refugees.

A key priority lies in increasing female

participation and employability. In line with

positive registration figures, the

employment unit will develop female-

focused activities, which will be

implemented by the ESCs in order to

increase female registration, and enhance

their employability. Since the majority of

females registered at the ESCs are highly

educated (vocational training or

university), the ESCs will implement a quota

of 60 per cent of internships being

allocated to females.

In supplementing its employment

outreach, UNRWA has defined four main

priorities in accordance with the overall

TVET strategy, aiming at preparing qualified

graduates to have employment

opportunities in the local and regional

labour market:

Promote inclusive education and

vocational training and facilitates,

enhancing access to vulnerable

groups and female trainees.

Update and upgrade the curricula

and equipment to meet market

needs as well as the training of

instructors in order to develop their

role and their interaction with the

business community.

Develop entrepreneurship and

other soft skills as learning outcomes

in the curriculum. To ensure that

trainees are able to adapt and

develop critical thinking, the VTC

are organising workshops in

coordination with NGO partners.

Increase UNRWA knowledge of

market dynamics in order to offer

updated courses and to

consolidate its partnerships with the

business community.

These priorities are in accordance with the

steps needed for UNRWA to gain official

accreditation from the Lebanese Ministry

of Education for its vocational diploma

and certificates. Moreover, these priorities

also aim at improving the actions

undertaken to alter the overall image of

TVET, since this educational path is

frequently associated with failure and lost

opportunities.

Shelter rebuilding and rehabilitation will

continue to be a strong focus of the

Lebanon Field‘s work across 2014-15. The

rehabilitation of NBC will continue and

UNRWA will continue to find and

implement innovative solutions to the

rehabilitation of sewage and infrastructure

networks. Governance will become one of

the major challenges for NBC camp in

2014-15. NBC will become the first Palestine

refugee camp officially owned by the

Government of Lebanon, and the

relationship between the government and

the camp‘s residents requires further

precision, particularly with regards to the

provision of public services, such as water

and electricity, and tenants rights over the

newly constructed units.

20

GOAL FOUR: Human rights enjoyed to the fullest

Results from the 2012-13 Biennium

Since 2009 UNRWA has resolved to

integrate refugee protection more fully into

its policy development, programme and

project implementation. Accordingly in

2009, the Protection Unit (PU) was formed

to help deliver improved quality in services

to Palestine refugees in an equitable, non-

discriminatory and neutral manner and

identify gaps in service delivery and

protection. The protection unit, which

includes the Operations Support Officer

(OSO) programme, also supports the

implementation of reforms and the rolling

out of pilot projects. The PU has two main

components which were rolled out in 2012-

2013: 1) External advocacy, which is

designed to advance the legal rights of

Palestine refugees in Lebanon, such as the

right to work, access to justice, and

furthering the recognition of non-ID

refugees; and 2) Internal advocacy to

support the integration of minimum

common protection standards in UNRWA

programming and service delivery. Each

geographical area has an OSO and an

OSO assistant representing the PU, who are

responsible for both monitoring and

enhancing the neutrality of UNRWA

installations as well as building the

capacity of UNRWA staff in addressing

protection concerns. OSO teams also

establish and maintain a strong working

relationship with civil society organisations,

including local NGOs and CBOs, working

with the Palestine refugee community in

order to ensure improved access to the

concerns and issues faced by Palestine

refugees, including in sensitive protection-

related areas. This work in the field then

corresponds to input at the programmatic

level to ensure that protection concerns

are mainstreamed throughout UNRWA‘s

programmes, policies, and procedures.

The PU initiated the Legal Aid project in

December 2010, which provides legal

counselling and referral services for

Palestine refugees seeking representation

through accredited Lebanese lawyers.

Through the Legal Aid Project, a

partnership has been established with

Public Interest and Advocacy Centre

Lebanon (PINACLE), which provides

Lebanese lawyers in all geographic areas

and covering all fields of law, to represent

Palestine refugees in civil cases. The OSO

teams, other UNRWA staff and local NGOs

collect preliminary information from

Palestine refugees with legal problems and

refer the cases to the Legal Aid

Coordinator. The PU has established a

strong track-record of success in legal

cases, including five labour law cases

resulting in end-of-service compensation

for Palestine refugee workers, 15 family law

cases, and numerous late ID registration

cases. Such successes are important as

these cases offer a baseline for expanding

Palestine refugee‘s legal rights. Through the

project, the Agency is able to build the

capacity of Lebanese lawyers to address

Palestinians‘ legal issues, particularly those

of the poor. As a long-term goal, the

Agency will develop a more widespread

strategy for educating Lebanese lawyers of

Palestinians‘ legal needs.

The PU has worked intensively to address

the issue of non-ID refugees, which

includes an estimated 3,000 Palestinians

residing in Lebanon without any legal

status. In 2008, the Security General began

the issuance of a Special Identification

Card (SIC)19 to Non-ID Palestinians, issuing

around 1,000 by 2011. However, Non-ID

Palestinians have experienced difficulties

renewing their SIC cards, thus the number

of those holding SIC cards dropped

significantly in 2012.

The implementation of a Family Protection

Initiative (FPI) started in December 2011

with the overall goal of building referral

systems for better access to services for

victims of gender-based violence. The

project, which is being piloted in Tyre and

managed by the OSO Team, seeks to build

the capacity of UNRWA staff, particularly

front-line staff, and implementing partner

NGOs to address GBV. Over the course of

2012, a Family Protection Network was

established bringing together UNRWA focal

points and other service and assistance

providers to identify and coordinate cases

19 The SIC is only valid for only one year. It can be

renewed on an annual basis but approval is not

guaranteed.

21

in confidence. The initial phase of the

project saw the development of a set of

practical tools including GBV survivor

intake and follow-up forms, standard

operating procedures and a database for

case management. All tools complied with

international standards.

UNRWA also developed the Special People

Special Focus (SPSF) initiative to better

serve persons with disabilities and promote

an overall inclusive Agency environment.

In this respect, inclusion does not only imply

physical accessibility issues, it also aims at

changing mindsets and attitudes. Following

the human rights perspective, UNRWA

seeks to actively promote the conditions

for all individuals with disability to fully

realise their rights.

The SPSF initiative is being piloted in Saida

area. A multi-sectoral approach was taken

towards improving internal and external

coordination to enhance empowerment,

participation and inclusion of persons with

disabilities in the Palestine refugee

community in Lebanon. The main focus

during the first year of implementation has

been on awareness and sensitisation

activities to counter prejudice and reduce

intolerance and on enhancing the

inclusive environment of schools. For the

first time, children with disabilities from

specialised organisations have been

included in all recreational activities during

the summer months. In September 2012,

three schools were selected to be pilots

under the SPSF initiative, following the

Inclusive Education model.

In order to address the lack of specialised

services in Palestine refugee communities

as well as the Lebanese, society a joint

effort was made involving SPSF WG

members and the communications

scholarship programme and the Career

and Guidance unit to produce flyers and

hold outreach meetings to promote

social/health professions, including

psychology, occupational therapy, special

educational needs, physiotherapy and

speech therapy among grade 12 students.

Expected results from 2014-15

The PU and OSO will continue to strongly

advocate on behalf of Palestine refugees

in Lebanon and to implement tailored

protection responses identified by staff and

beneficiaries. This will be done directly

through UNRWA and in tandem with CBOs

and other partners. The legal rights of

Palestine refugees – particularly related to

employment and the application of new

legislation – will be the focus of the

Agency‘s advocacy. Equally, the Agency

will continue to advocate on behalf of

non-ID holders and the challenges

associated with the Special Identity Cards.

The SIC does not allow for full rights and

benefits, including civil registration. Due to

legal restrictions, they do not have normal

access to UNRWA services, including full

hospitalisation and SHAP funds. In addition

to advocacy, UNRWA will continue to

support the PU‘s efforts to fill the protection

and services gap for this population.

The FPI will continue, with a focus on case

management and strengthening referral

systems. The SPSF initiative will also

continue, with efforts to strengthen links

between the programme and UNRWA‘s

other programmes and services.

UNRWA will continue to strive for higher

programme alignment with the Agency

Protection Standards while advocating for

the rights of PRS. In addition, registering

Palestine refugees arriving from Syria to

provide access to protection and

emergency services will be a priority in

2014-15.

22

GOAL FIVE: Effective and efficient governance and support

Results from the 2012-13 Biennium

The 2012-13 Biennium saw improvements in

workforce planning primarily through the

annual class formation exercise and

through restructuring exercises in the health

programme. The biennium saw an

increase in the number of IT

applications being used in programme

delivery at hundreds of sites throughout the

country. Changes to the procurement and

logistics office and health programme

have resulted in improved management of

health stocks. Reforms in the safety and

security office have resulted in the

improved use of risk management systems

in decision-making. Improvements in

financial management systems and

procedures during the biennium have

enabled the management to better

monitor and forecast the use of resources.

Strictly enforced austerity measures have

led to some short-term savings, but these

can be expected to have detrimental

ramifications in the long-term.

Reinforcement of communications

structures have improved the Agency‘s

ability to reach out to the community.

Expected results from 2014-15

There will be a continuing need to drive

reforms throughout all of UNRWA‘s

programmes to ensure maximum

efficiency in operations, while also

maintaining high levels of support services.

The Front Office is responsible for sustaining

reforms throughout the biennium as well as

maintaining responsive and reliable

communication with refugees, the host

government, and other stakeholders both

within Lebanon and externally. To support

these goals, in 2014-15 UNRWA will prioritise

the mobilisation of resources for (i)

reconstruction of Nahr El Bared and the

continuing relief and recovery activities;

and (ii) the Agency‘s response to the PRS.

It will continue to strive to bring about

improvements in service delivery despite

forecasting limited additional resources for

Lebanon operations from the General

Fund. This will be done through seeking to

reduce overhead costs and re-

programming available funds to target the

most pressing needs of refugees. Through

the procurement and logistics department

the Agency will strive to more aggressively

target cost-reductions, restructuring the

human resources and business processes

within procurement and logistics staff,

while also improving asset management.

The finance department will ensure timely

and effective financial transactions.

UNRWA‘s relationship with the Palestine

refugee community in Lebanon will be

improved through (i) strengthened

communication with refugees concerning

their rights and services, (ii) strengthened

mechanisms and systems for the handling

of complaints, (iii) increased Agency staff

appreciation that each and every staff

member is accountable to the

beneficiaries, and (iv) bolstering the Field‘s

internal oversight capacity. Through

advocacy, partnerships and programming

the organisation will strive to dismantle

existing barriers between refugees and

Lebanese society and institutions.

An emphasis will also be placed on

sustaining the good relationship that exists

between management and the Agency‘s

staff and representatives. Clear

communication will continue and the

legitimate needs raised by the workforce

will be responded to quickly. Employee

development will be targeted, with training

provided in areas of performance gaps

and the continued roll out of the

Performance Management System.

To support greater decentralisation and

off-site work, the Information

Communication Technology (ICT) office

will increase online and remote access to

UNRWA central applications. Linked to this

will be training courses to upgrade the

capacity and competency of staff

members – from the elementary to the

advanced level. ICT reforms will continue

to be rolled out, including systems related

to the new Enterprise Resource Planning

(ERP) system and data management

software to support programming on relief,

health, camp improvement and

infrastructure and education.

There will be greater pressure on the

Agency to ensure its operations are made

23

increasingly more environmentally friendly.

To this end the Agency will introduce a

recycling project that guarantees that in

return for recycling paper and plastic

related wastes it receives devices for

school children with disabilities.

Overall, security will continue to be a core

concern and service. Lebanon remains an

unstable environment prone to internal

and international conflict. Pressure to

ensure reliable security analysis and to

establish up-to-date contingency plans will

remain high as will the need to improve the

safety and security of area staff in the field

and in installations throughout the

country. SSD will prioritise risk management

support to field emergency preparedness

and response efforts.

24

5 Implementation, Monitoring and Reporting Results

Overall responsibility for implementation of

the biennium plan lies with the leadership

and direction of the Director of UNRWA

Affairs. 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.

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 plans.

UNRWA also provides reporting to the

Advisory Commission and its Sub-

Committee 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 Humanitarian Donorship.

25

Annex 1: Integrated Monitoring and Budget Matrix

NC: Not Collected - : Not Applicable

TBD: To Be Determined FS: Field Specific

Intervention Logic

Monitoring of Results Budget USD (2014-15)

Indicator

Baseline Target General

Funds

Project

Funds

Emergency

Funds

Unfunded

Requirement

GOAL 1: A LONG AND HEALTHY LIFE To be completed by end of 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 94.59 83

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

constructed and/or upgraded HCs 0 70

1.1.c) Average consultation time per doctor 3.2 4

1.1.d) No. of Palestine Refugees from Syria (PRS) accessing

UNRWA health facilities (MALE) New -

1.1.e) No. of Palestine Refugees from Syria (PRS) accessing

UNRWA health facilities (FEMALE) New -

1.1.f) Percentage of patients indicate satisfaction regarding

hospitalized services received [FS] 81.80 85

1.1.g) Percentage of hospitalized patients receive quality visits

from UNRWA DMO [FS] 94.59 83

1.1.h) Percentage of patients satisfied with primary health care

services provided [FS] 91 91

Output 1.1.1: Family

health team and

general outpatient

services improved

1.1.1.a) Antimicrobial prescription rate 19.91 17

1.1.1.b) Percentage of preventive dental consultation of total

dental consultation 24.42 35

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

vision defect 15 15

1.1.1.d) Number of health centres implementing FHT approach 9 27

26

1.1.1.e) No. of consultations for on psychosocial support (Male

PRS) New -

1.1.1.f) No. of consultations on psychosocial support (Female-

PRS) New -

Output 1.1.2 Access to

hospital care ensured

1.1.2.a) Total number of hospitalization (secondary and tertiary) 30,049 31,000

1.1.2.b) Total No. of hospitalization of PRS (secondary and

tertiary) New -

1.1.2.c) Percentage of hospital referrals are self-referred cases

[FS] 34 30

1.1.2.d) Percentage of premature baby in needs of ICN are

receiving ICN treatments. [FS] 100 100

1.1.2.e) Less than 2% of hospitalization is re-hospitalization for

complication during recovery within 30 days. [FS] 2 <2

1.1.2.f) Percentage of admitted cases in secondary healthcare

services meet admission criteria[FS] 95 100

1.1.2.g) Percentage of 2010 quality standards mentioned in the

contract with Haifa(PRCS) hospital are met on time. [FS] 77 100

1.1.2.h) Percentage of new quality standards mentioned in the

contract with Haifa(PRCS) hospital are met on time. [FS] 51 100

1.1.2.i) Percentage of 2010 quality standards mentioned in the

contract with Hamachri (PRCS) hospital are met on time. [FS] 78 100

1.1.2.j) Percentage of new quality standards mentioned in the

contract with Hamachri (PRCS) hospital are met on time. [FS] 66 100

1.1.2.k) Percentage of quality standards mentioned in the

contract with Balsam (PRCS) hospital are met on time. [FS] 74 100

1.1.2.l) Percentage of new quality standards mentioned in the

contract with Balsam (PRCS) hospital are met on time. [FS] 53 100

1.1.2.m) Percentage of new quality standards mentioned in the

contract with Nasra (PRCS) hospital are met on time. [FS] 72 100

1.1.2.n) Percentage of new quality standards mentioned in the

contract with Nasra (PRCS) hospital are met on time. [FS] 48 100

1.1.2.o) Percentage of 2010 quality standards mentioned in the

contract with Safad (PRCS) hospital are met on time. [FS] 70 100

1.1.2.p) Percentage of new quality standards mentioned in the

contract with Safad (PRCS) hospital are met on time. [FS] 46 100

Output 1.1.3 Health

management support

strengthened

1.1.3.a) Percentage of health centres implementing at least one

e-Health module 100 100

27

Output 1.1.4 Drug

management system

in place

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

91.44 100

Output 1.1.5

Emergency

preparedness

planning

1.1.5.a) Percentage of HCs with emergency preparedness plans

in place 100 100

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

0 70

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 87.87 90

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

doses of Vitamin A 99.2 100

Output 2.1.1

Comprehensive MCH

services delivered

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

Care programme 1,431 1,500

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

delivery 99.19 98

2.1.1.c) Number of continuing family planning acceptors 14,057 14,000

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

member trained on detection and referral of GBV cases 25 100

Output 2.1.2 School

health services

strengthened

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

students 100 100

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 10 14.7

3.1.b) Percentage of patients with diabetes under control

according to defined criteria (A1c) 55.6 50

3.1.c) Percentage of patients with hypertension under control

according to defined criteria 60 70

28

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) 2,000 2,500

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

DM+HT) 23,000 24,000

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

with appointment 90 90

3.1.1.d) Percentage of late complication among NCD patients 13 12

Outcome 3.2

Communicable

diseases contained

and controlled

3.2.a) Number of EPI vaccine preventable diseases outbreaks

0 0

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 99.2 99.5

3.2.1.b) Number of new TB cases detected 11 15

Output 3.2.2

Environmental health

services and

environmental

infrastructure

maintained/improved

3.2.2.a) Percentage of shelters connected to UNRWA/Municipal

water network 100 100

3.2.2.b) Percentage of shelters connected to public sewerage

network 85 95

3.2.2.c) Percentage of camp residents who have access to

potable water [FS] 90 95

3.2.2.d) Percentage of generated domestic refuse is stored in

refuse bins [FS] 25 40

3.2.2.e) Percentage of garbage disposed of every second day

[FS] 95 95

3.2.2.f) Percentage of shelters connected to properly operating

sewage network [FS] 70 90

3.2.2.g) Percentage of sewage drainage has separate networks

[FS] 22 40

3.2.2.h) Number of storm-water flood days per year [FS] 40 25

GOAL 2: Acquired Knowledge and Skills

SO4: Ensure universal access to and coverage of basic education

29

Outcome 4.1. Basic

education for all

Palestine refugee

children

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

male 10.31 8.8

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

female 4.55 4.55

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

male 5.1 5

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

female 3.68 3.5

4.1.e) Survival rate to the end of basic education – male 81.92 83

4.1.f) Survival rate to the end of basic education – female 90.88 91.4

4.1.g) Internal efficiency of the education programme 0.79 0.85

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

and/or upgraded schools 71 85

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 18.16 18.1

4.1.1.b) Pupil-to-teacher ratio for elementary education 26.44 26.3

4.1.1.c) Input unit costs in the education programme

(disaggregated by rented schools, small isolated Agency

schools, and other schools) 1661 1694

4.1.1.d) Percentage of double-shift schools 3 0

4.1.1.e) No. of PRS students graduating from basic education New -

4.1.1.f) No. of PRS school age children registered New -

4.1.1.g) No. of PRS school age children attending UNRWA

schools

New -

Output 4.1.2 Physical

infrastructure and/or

equipment of schools

provided, maintained

or improved

4.1.2.a) % 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

75 90

30

SO5: Enhance education quality and outcomes against set standards

Outcome 5.1

Improved

effectiveness of the

UNRWA educational

system

5.1.a) Teaching/Learning practices aligned with education

reform New New

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

ratings in their annual performance reviews New 100

5.1.c) Number of teachers that do not hold a degree – male 15 10

5.1.d) Number of teachers that do not hold a degree – female 37 25

5.1.e) Student mean score on MLA – math 4th grade – male 39.12 43.12

5.1.f) Student mean score on MLA – math 4th grade –female 44.21 48.21

5.1.g) Student mean score on MLA – math 8th grade – male 40.26 44.26

5.1.h) Student mean score on MLA – math 8th grade – male 39.74 43.74

5.1.i) Student mean score on MLA – Arabic 4th grade – male 34.71 38.71

5.1.j) Student mean score on MLA – Arabic 4th grade – female 42.19 46.19

5.1.k) Student mean score on MLA – Arabic 8th grade – male 29.4 33.4

5.1.l) Student mean score on MLA – Arabic 8th grade – female 38.62 42.62

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

UNRWA Policy) and practices at school level New New

Output 5.1.1

Professional, qualified

and motivated

teaching force in

place

5.1.1.a) Teacher policy being implemented No Yes

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

been trained using the UNRWA-wide SBDT programme 20 100

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

principals have been trained through the Leading for the Future

training

20 100

Output 5.1.2 Curricula

that are supporting 5.1.2.a) Number of textbooks reviewed at Field level using the

curriculum framework 0 63

31

holistic approach to

learning and personal

development

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

trained in the use of the HRCRT teacher toolkit 0 100

5.1.2.c) No. of education staff trained in delivering emergency

education teaching practices and provision of psychosocial

support

New -

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

0 100

SO 6: Improved access to education opportunities for learners with special education needs

Outcome 6.1 Equal

access to quality

education for all

Palestine refugee

children regardless of

gender, abilities,

disabilities

impairments, health

conditions and socio-

economic status

ensured

6.1.a) Inclusive approach embedded in educational practice New New

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

test – math – 4th grade – male 40.6 34.6

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

test – math – 4th grade – female 23.4 17.4

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

test – math – 8th grade – male 26.6 20.6

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

test – math – 8th grade – female 26.1 20.1

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

– Arabic – 4th grade – male 46.2 40.2

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

test – Arabic – 4th grade – female 28.8 22.8

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

test – Arabic – 8th grade – male 59.2 53.2

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

– Arabic – 8th grade – female 27.7 21.7

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 0.32 2

32

Goal 3: A Decent Standard of Living

SO 7: 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

15.41 19

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 New 15

7.1.1.b) Percentage of abject poor refugees receiving SSNP

social transfer 34.92 37

Output 7.1.2 Abject

poor refugees

provided with food

assistance

7.1.2.a) Percentage of SSNP ration ceiling distributed 99.8 99.9

7.1.2.b) No. of PRS households receiving food assistance NEW -

Outcome 7.2 Poor

refugees' vulnerability

to shocks reduced

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

social protection programmes 50 55

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 80 90

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

UNRWA 17.77 30

7.2.1.c) No. of PRS households receiving cash assistance New -

7.2.1.d) No. of PRS households receiving NFIs New -

7.2.1.e) Total number of clients with loans [FS] 180 650

7.2.1.f) Total number of women with loans [FS] 192 400

7.2.1.g) Percentage of youth with loans (18-30) [FS] 14.40 20

Output 7.2.2

Community-based

development

implemented in select

communities

7.2.2.a) Number of community-based development initiatives

undertaken

New 2

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

MF PROGRAMME NOT APPLICABLE IN LFO

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 92 92

10.1.b) Percentage of graduates employed or continuing their

studies among active job seekers - female 77 77

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

their training or studying in a relevant field - male 70.8 70.8

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

their training or studying in a relevant field - female 66.3 66.3

10.1.e) Degree of employer satisfaction with UNRWA TVET New 60

10.1.f) Number of focus group discussions with employers New 4

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

enrolled in VTCs 36 38

10.1.h) Percentage of PWD's Students among students enrolled

in VTCs [FS] New 3

10.1.i) Percentage of the PWS's Students who applied to VTCs

are enrolled [FS] New 80

10.1.j) Employment rate of technical and vocational training

centre graduates [FS] 70 75

Output 10.1.1

Appropriate and

relevant vocational

training in conducive

learning environment

10.1.1.a) Percentage of trade courses that are using

Competency Based Training methodology 100 100

10.1.1.b) Technical training mean score – Male New TBD

10.1.1.c) Technical training mean score – Female New TBD

Outcome 10.2

Reduced

unemployment and

enhanced access to

decent job

opportunities through

10.2.a) Percentage of Palestinian refugees registered in ESC

who found quality jobs [FS] 2.90 12

10.2.b) Percentage of job seekers who found quality jobs out of

total placements [FS] 21.00 50

10.2.c) Number of people with disabilities accessing jobs

through employment support centres [FS] 61 200

35

employment service

centres in 4 areas 10.2.d) Joblessness rate [FS] 56 50

Outcome 10.3

Increased access to

higher education

10.3.a) Number of active scholarships granted by UNRWA and

partners [FS] 396 300

10.3.b) Percentage of scholarship beneficiaries graduating

within the estimated time [FS] 99 99

10.3.c) Number of people with disabilities benefiting from the

scholarships [FS] 0 1

10.3.d) Percentage of Scholarship graduates who find a job in

their field of study within one year after completion of their

studies [FS]

64 65

Outcome 10.4

Increased access to

higher education

10.4.a) Percentage of students benefiting from career guidance

sessions (at least 3 for grades 9 and 12 per scholastic year and

at least 2 for grade 10 and 11 per scholastic year) [FS]

69 85

10.4.b) Percentage of Career Guidance sessions following

standard good practice (incl. methodology used, quality of

information provided, interaction and students participation)

[FS]

78 90

SO11: Improve the urban environment through sustainable camp development and upgrading of substandard infrastructure and accommodation

Outcome 11.1

Vulnerable Families

living in improved

shelters.

11.1.a) Number of identified refugee families living in

rehabilitated shelters 584 2,000

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

families living in rehabilitated shelters 584 2,000

Output 11.1.1

Reduction in the

number of

substandard shelters

11.1.1.a) Number of substandard shelters rehabilitated

584 2,000

Outcome 11.2

Refugees living in a

progressively

improved built

environment

11.2.a) Number of socio-economic infrastructure projects

implemented based on CIPs 2 7

36

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

New Yes

Output 11.2.2 Action

plans prepared and

implemented based

on participatory

Camp Improvement

Plans

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

against the total number of projects in the Action Plan New 4

Output 11.2.3

Improved physical-

spatial conditions in

the camps

11.2.3.a) Open urban spaces implemented in camps

New

Output 11.2.4

Nahr el Bared camp is

reconstructed

11.2.4.a) Number of residential and commercial units rebuilt [FS] 740 3,471

11.2.4.b) Number of schools and HCs reconstructed [FS] 4 7

11.2.4.c) Number of families returned to their home [FS] 655 3,225

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 43 50

12.1.b) Emergency response contingency plans updated in

coordination with UN agencies and NGOs New -

Output 12.1.1 Persons

in need of legal aid for

civil cases receive

support from UNRWA

12.1.1.a) Number of legal services provided by UNRWA‘s legal

aid programme [FS] 250 600

Output 12.1.2 Children

and women subject to

12.1.2.a) Number of detected cases by family protection group

[FS] New 70

37

violence in the

community receive

appropriate material,

psychological and

livelihoods support

12.1.2.b) Percentage of cases accepted to be referred out of

detected cases [FS]

75 75

Output 12.1.3 Special

People receive

support from UNRWA

12.1.3.a) Number of PWDs cases identified [FS] New New

12.1.3.b) Percentage of PWD's provided with assistant from

those who are identified [FS] New New

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 NC 30

13.1.b) No. of PRS provided with counselling assistance

New -

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 New 60

Output 14.1.1 Strategy

for regularizing

relationship with

UNRWA CBOs

implemented

14.1.1.a) Number of partnerships established with UNRWA CBOs

New 6

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

58 80

38

Output 15.1.1 Reliable

information on

refugees collected

and stored

15.1.1.a) Percentage of family records updated with address

information 35 60

GOAL 5: MANAGEMENT AND SUPPORT SERVICES – indicators remain under consideration

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 TBD 100

16.1.b) Percentage of UNBOA and DIOS audit findings

(accepted and) satisfied of total made - 100

16.1.c) Monitoring of implementation plans through semi-

annual Results reviews 2 4

16.1.d) Six-monthly Agency Expenditure Reviews are conducted 2 4

Output 16.1.1 Risk

management plans

contain mitigating

actions and coping

mechanisms in place

16.1.1.a) Periodic review of risk registers 2 4

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

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

60 100

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 processing time for issuing a tender 19 18

17.1.1.b) DIFOTIS 85 90

17.1.1.c) Aged-Purchase orders 12.5 10

17.1.1.d) Inventory accuracy rate 99.07 99.07

17.1.1.e) Percentage vehicle availability 85 90

17.1.1.f) Repair time efficiency compared to manufacturer New TBD

39

standard maintenance times

17.1.1.g) Fuel consumption/mile/vehicle New TBD

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

retirement criteria New TBD

17.1.1.i) Average lead time for procurement requests / Local LTA

[FS] 1 1

17.1.1.j) Average lead time for procurement requests /Overseas

LTA [FS] 1 1

17.1.1.k) Average lead time for procurement requests / Medical

Overseas [FS] 5 2

17.1.1.l) Average lead time for procurement requests /local

purchase items [FS] 40 20

17.1.1.m) Percentage of vehicle downtime / Passengers [FS] New TBD

17.1.1.n) Percentage of vehicle downtime / Freight [FS] New TBD

17.1.1.o) Compliance to food ration distribution schedule [FS] 100 100

17.1.1.p) Percentage of aged Purchase Orders – Monitors

consignments that are overdue the contracted delivery dates

[FS]

3 3

Output 17.1.2 To

institutionalise and

optimise the Security

Risk Management

System

17.1.2.a) Percentage of security risk management plans

updated and adhered to 0 100

17.1.2.b) Percentage of requirements of the accountability

framework adhered to. 0 100

17.1.2.c) The number of incident reports raised by UNRWA

installation managers [FS] 1,000 1,000

17.1.2.d) Percentage of cases closed based on the number of

incident reports received [FS] New 80

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 84 90

17.1.3.b) Reduction of the system errors (subject to acquisition of

the help-desk tracking tool) 2 2

17.1.3.c) Number of the interruption time of the SMS system [FS] New New

40

mandate towards the

Palestine refugees

17.1.3.d) Number of the interruption time of the e-health system

[FS] New New

17.1.3.e) Number of the interruption time of the RRIS system [FS] New New

Output 17.1.4 Efficient

general services

provided

17.1.4.a) Number of obsolete and surplus assets cleaned from

the system [FS] New 0

17.1.4.b) Increase in the number of beneficiaries (PWD's) from

environmental friendly projects [FS] 5 8

17.1.4.c) Inter-agency communication cost [FS] New 0

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

82 100

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 New TBD

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

17.2.1.c)Unplanned vacancies: # of days between

advertisements and selection decision (area staff) (HQ & fields) 117 90

17.2.1.d) Percentage of female staff in grade 16 and above 11.63 30

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

and above New TBD

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

and above New 70

17.2.1.g) % of planned evaluations of staff development

/training activities (for application of learning in the workplace)

that take place

New 70

41

17.1.h) Percentage of total Field staff that have completed the

online ethics training New 75

17.1.i) Percentage of staff who have completed their end of

cycle review on time (teachers) 60 100

17.1.j) Percentage of staff who have completed their end of

cycle review on time (non-teachers) New 100

42

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

To be completed upon finalisation of budget process and UNRWA Blue Book (estimated 30 June 2013)

43

Annex 3: Table of Priority Projects

Priority

2014-15

Project Title Human Development

Goal

Output (Description) Budget

2014-15 (USD)

1

Shelter rehabilitation for the most

vulnerable families in Palestine

refugee camps throughout

Lebanon

A Decent Standard

of Living

The shelter rehabilitation program will

facilitate the construction and

rehabilitation of shelters for the 5,000 most

impoverished Palestine refugee families in

Lebanon through the self-help approach

$44,000,000

2

Lebanon Operations Support

Officers Programme and ―Play

and Learn‖ Summer Activities in

Lebanon

Human Rights

Enjoyed to the Fullest

Knowledge and Skills

Supporting and enhancing the neutrality

of UNRWA‘s installations and service

provision lies at the heart of the OSO

programme in Lebanon. At the request of

the community, UNRWA organizes the

‗Play & Learn‘ project which provides

thousands of children from UNRWA camps

with an opportunity to participate in

recreational activities during the school

summer holidays.

$ 3,637,724

3

Legal Aid to Palestine Refugees Human Rights

Enjoyed to the Fullest

The aim of the project is to enhance

access to justice for Palestinian refugees.

This is achieved first and foremost by the

establishment of a referral system whereby

Palestinians who are in need of legal

representation and cannot afford this are

referred to accredited Lebanese lawyers.

$255,428

4 Nahr el Bared Camp

Reconstruction

A Decent Standard

of Living

Reconstruction of NBC $157,000,000

5 Nahr el Bared Camp Relief and

Recovery Programme

A Decent Standard

of Living

Relief and recovery services to the

displaced population of NBC

$23,220,000

Total US$228,087,724

44

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

Event Causes Consequences Mitigation/coping mechanisms Risk Management Monitoring

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‘

- 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

Field Specific (unique risks and/or related actions undertaken by the Field Office to mitigate high likelihood and high impact risks)

- Incomplete

reconstruction of Nahr El

Bared project

- Lack of resources from donors to

finalise the construction

- Socio-political impediments

- Continued displacement

of Palestine refugees in

North Lebanon

- Continued dependency

on relief needs

- Pressure on hosting

communities

- Increased frustration and

desperation leading to

unrest

- Augmented fundraising efforts for relief

and reconstruction appeals

- Continued advocacy and

engagement with Government

interlocutors concerning the

importance of the project

- Communication and engagement of

community

- Percentage of camp rebuilt or under

construction

- Access amongst displaced population

to; shelter, medication for acute and

chronic illness

- Level of food insecurity and poverty

amongst displaced population

Number of safety and security incidents

against staff related to Nahr El Bared

45

Event Causes Consequences Mitigation/coping mechanisms Risk Management Monitoring

Financial

Agency Wide

-Shortfall in donor aid

commitment (i.e., General

Fund, Emergency Appeal,

and/or projects)

-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 per

UNRWA mandate

- Inability achieve planned results

- Reduction in quality, decline in

reputation in UNRWA

- Strategic approach to fund raising

- Regular dialogue with donors and

hosts

- Maintain robust financial and

management reporting systems

- Accountability of budget holders

- Aligned programme and budget

planning

- Robust and transparent budget

allocation processes

- Prioritisation of projects

- Implementation of the Resource

Mobilisation Strategy

- Regular dialogue through AdCom and

SubCom scheduled forums

- Development of an Accountability

framework (that includes approach for

accountability to our beneficiaries)

- Budget hearings, project prioritisation

processes held annually

Field Specific (unique risks and/or related actions undertaken by the Field Office to mitigate high likelihood and high impact risks)

- - - -

- Funding received versus funding

requirements for reconstruction of Nahr

El Bared

Event Causes Consequences Mitigation/coping mechanisms Risk Management Monitoring

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

- Evacuation of international staff

- Increased incidents of violence,

accidents and/or damage

and/or loss of UNRWA assets

- Establish field-specific plans to

mainstream safety and security

- Conduct training for personnel in

safety/security assessments, first aid

- Implementation of the Security

Information Management System

- Conduct periodic training in safety

and security for identified personnel

46

safety and security are not covered

by UNSMS framework

- Lack of infrastructure

maintenance leads to unsafe

working conditions

- Staff insecurity and potential for

loss of life and/or limb

- Lack of adequate duty of care

standards on safety and security

- Disruption to service delivery

and provision of appropriate tools

- Strengthen safety and security

personnel with capacity

- Ensure planned safety and security

staff posts are filled

- Maintain the UNRWA emergency staff

roster

Field Specific (unique risks and/or related actions undertaken by the Field Office to mitigate high likelihood and high impact risks)

-

- Internal conflict within Palestine

refugee population

- Regional socio-political events

- Increased internal

displacement

- Destruction of homes and

public facilities (primarily inside

camps).

- Emergency Preparedness Plans in

place at country-level and area-level.

- Minimum Preparedness Actions

completed.

- UN security level system rating

Event Causes Consequences Mitigation/coping mechanisms Risk Management Monitoring

Operational

Agency Wide

- Lack of human

resources/capacity

- Sustained disruption

and/or inadequacy of

information,

communication and

technology services (ICT)

- Procurement related

fiduciary risks

-Breach (real or perceived)

in neutrality

- Non-competitive salaries , benefits,

lack of training and/or career

development opportunities

- Inability to match market

conditions in specialised areas

- Lack of capacity and/or resources

in ICT support functions

- Poor oversight and/or processes

in place

- Misuse of goods or assets for

activities other than those intended

- Inability to achieve desired

organisational goals

- Low morale, industrial action,

increased attrition rates, and

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

- 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

- Investigate complaints regarding

breeches in neutrality

- Unplanned vacation rate, days lost to

strike action

- Annual work plan for DIOS in place

- Trainings conducted on neutrality and

ethics (e.g., induction course, ethics

course, and installation manager

training)

Field Specific (unique risks and/or related actions undertaken by the Field Office to mitigate high likelihood and high impact risks)

- - - - -

47

Event Causes Consequences Mitigation/coping mechanisms Risk Management Monitoring

Socio-political

Agency Wide

- Unfavourable changes in

regulatory environment

- Beneficiary expectations

- Political motivations exploiting the

principle-agent paradigm

- Lack of understanding of UNRWA

mandate, rules and regulations

- Lack of communication and/or

misinformation regarding UNRWA

goods and services provision

- Expanding needs due to socio-

economic situation

- Increase in administrative

burden and transaction costs

due to increase in complaints

- Unfavourable media coverage

targeting UNRWA

- Interference in procedures and

policies from external

stakeholders

- Demands for increasing existing

service provision or new

programmes

- Conduct and/or ensure that trainings

are undertaken on guidance on

neutrality or embedded in relevant

training sessions

- Maintain robust dialogue with

stakeholders

- Maintain a community participatory

approach in service delivery

- UNRWA Representative Offices are

engaged to facilitate dialogue with

interlocutors and stakeholders

- Periodic scanning of environment and

regular updates in Management

Committee Meetings

Field Specific (unique risks and/or related actions undertaken by the Field Office to mitigate high likelihood and high impact risks)

- Sustained and continued

influx of refugees due to

the crisis in Syria

- Adverse changes in the level of

safety and security

- Predictability of and access to

basic services

- Increased demands for

education and health services

that results in increased for

staffing, and supplies

consumption

- Needs of different forms of relief

assistance such as; food, cash for

housing and NFIs

- Demands on the Agency to

open/run collective centres

- Increased pressure on hosting

community capacity

- Integrated crisis planning and

fundraising and response plans

- Maintain coordination through various

mechanisms with other UN agencies

and international organisations

- Periodic updates to the UNRWA Syria

Crisis Response plan

* All events in risk register considered high likelihood and high impact

Department of Planning

Headquarters - Amman

Amman, Jordan

Tel: +962 (6) 580 2512

www.unrwa.org

www.unrwa.org