annual operational report 2019 for the reporting period 01 January – 31 December 2019 annual operational report 2019 for the reporting period 01 January – 31 December 2019 © UNRWA 2020 The development of the Annual Operational Report was facilitated by the Department of Planning, UNRWA.

About UNRWA

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

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Cover photo: Two pupils at the New Gaza Co-Ed School, Gaza. © 2020 UNRWA Photo by Khalil Adwan. table of contents acronyms and abbreviations 7 executive summary 8 report overview 10 chapter one: context 11 1.1. political, economic and security developments 1.1.1. syria 12 1.1.2. lebanon 12 1.1.3. jordan 13 1.1.4. gaza 13 1.1.5. west bank 14 1.2. operational and organizational developments 1.2.1. syria 15 1.2.2. lebanon 15 1.2.3. jordan 15 1.2.4. gaza 16 1.2.5. west bank 16 1.3. legal matters 1.3.1. agency staff 17 1.3.2. agency services and premises 18 1.3.3. other matters 20 1.3.4. legal status of palestine refugees in the agency area of operations 20 1.4. financial overview 21 chapter two: annual reporting under the mts strategic outcomes 25 2.1. strategic outcome one: protection 26 2.2. strategic outcome two: health 31 2.3. strategic outcome three: education 36 2.4. strategic outcome four: livelihoods 42 2.5. strategic outcome five: food, shelter and environmental health 49 2.6. management and operational effectiveness 53 2.7. accountability to affected populations 57 2.8. protection from sexual exploitation and abuse 59 2.9. grand bargain 60 2.10. environmental protection 61 2.11. value for money 63 chapter three: annual reporting under the 2019 oPt emergency appeal 64 executive summary 66 3.1. funding summary 68 3.2. gaza: sector-specific interventions 69 3.2.1. strategic priority one 69 3.2.2. strategic priority two 72 3.3. west bank: sector-specific interventions 77 3.3.1. strategic priority one 77 3.3.2. strategic priority two 78 3.4. gaza, west bank and headquarters 80 3.4.1. strategic priority three 80 chapter four: annual reporting under the 2019 syria regional crisis emergency appeal 83 executive summary 85 4.1. funding summary 87 4.2. syria: sector-specific interventions 88 4.2.1. strategic priority one 88 4.2.2. strategic priority two 90 4.2.3 strategic priority three 95 4.3. lebanon: sector-specific interventions 97 4.3.1. strategic priority one 97 4.3.2. strategic priority two 99 4.3.3. strategic priority three 105 4.4. jordan: sector-specific interventions 106 4.4.1. strategic priority one 106 4.4.2. strategic priority two 107 4.5. regional response 111 chapter five: annual reporting under the 2019-2021 resource mobilization strategy 112 5.1. results analysis: rms strategy components 1-4 113 5.2. rms component one 114 5.3. rms component two 115 5.4. rms component three 116 5.5. rms component four 117 annexes 119 united nations relief and works agency for palestine refugees in the near east 7 acronyms and abbreviations

1946 Convention Convention on the Privileges and Immunities of the MYA Multi-year agreement United Nations NAM Non-Aligned Movement AAP Accountability to affected populations NBC Nahr el-Bared camp AOR Annual Operational Report NCD Non-communicable diseases CBO Community based organization NFI Non-food items CERF Central Emergency Response Fund NGO Non-governmental organization CfW Cash-for-work OCHA United Nations Office for the Coordination of CMM Common Monitoring Matrix Humanitarian Affairs DIOS Department of Internal Oversight Services OECD Organisation for Economic Cooperation and DM Diabetes mellitus Development EA Emergency Appeal OIC Organisation of Islamic Cooperation EiE Education in Emergencies OIOS United Nations Office of Internal Oversight Services e-MCH Maternal and Child Health Mobile Application oPt occupied Palestinian territory EMIS Education Management Information System OSO Operations Support Office/Officers EPI Expanded Programme of Immunisation PA Palestinian Authority ERW Explosive remnants of war PAS Poverty assessment survey ES Education specialists PCBS Palestinian Central Bureau of Statistics ESF Education Science Faculty PDM Post-distribution monitoring e-SRS Electronic Student Registration System PHC Primary health care FESA Faculty of Educational Sciences and Arts PMTF Proxy-means testing formula FHT Family health team POA Post occupancy assessment FTE Full-time equivalent PRL Palestine refugees in Lebanon GBV Gender-based violence PRS from Syria GCC Gulf Cooperation Council PSS Psychosocial support GDP Gross domestic product PTA Parent-teacher association GES Gender Equality Strategy RBM Results-based monitoring GFO Gaza Field Office RMS Resource Mobilization Strategy GMR Great March of Return RSS Relief and Social Services HC Health centre SEA Sexual exploitation and abuse HP Health point SFO Syria Field Office HRCRT Human rights, conflict resolution and tolerance SOP Standard operating procedure HRP Humanitarian Response Plan SQA School quality assurance HQ Headquarters SSAFE Safe and secure approaches in field environments IASC Inter-agency Standing Committee SSNP Social Safety Net Programme IATI International Aid Transparency Initiative SSU Strategic Support Unit ICD International Statistical Classification of Diseases SWM Solid waste management ICIP Infrastructure and Camp Improvement Programme ToT Training of trainers IE Inclusive education TVET Technical and vocational education and training IHL International humanitarian law UNBOI United Nations Headquarters Board of Inquiry IHRL International human rights law UNDIS United Nations Disability Inclusion Strategy ILS Israeli Shekel UNDSS United Nations Department for Safety and Security ISF Israeli security forces UNHCR United Nations High Commissioner for Refugees JD Jordanian Dinar UNICEF United Nations International Children's Emergency JFO Jordan Field Office Fund JHAS Jordan Health Aid Society UNMAS United Nations Mine Action Service KAP King Abdullah Park UNRWA United Nations Relief and Works Agency for Palestine Refugees in the Near East LAS League of Arab States LCRP Lebanon Crisis Response Plan UN-SWAP United Nations System-wide Action Plan on Gender Equality and the Empowerment of Women LED Light emitting diode LFO Lebanon Field Office US$ United States dollar MES Multilateral engagement strategy VAT Value added tax MFA Ministry of Foreign Affairs VTC Vocational training centres MHPSS Mental health and psychosocial support WASH Water, sanitation and hygiene MOPAN Multilateral Organisation Performance Assessment WBFO West Bank Field Office Network WFP World Food Programme MoPH Ministry of Public Health WHO World Health Organization MoU Memorandum of understanding WPC Women’s programme centre MTS UNRWA Medium Term Strategy WSAT Women’s security awareness training 8 2019 annual operational report executive summary

In 2019, the United Nations Relief and Works Agency for to the provision of cash assistance, focusing on the most Palestine Refugees in the Near East (UNRWA) maintained vulnerable refugees who were prioritized with a higher cash the delivery of human development, protection and transfer, while the remaining caseload continued to receive humanitarian assistance for registered Palestine refugees. This a lower emergency allowance. In-kind food assistance was was accomplished through a collective commitment on the also limited to the most vulnerable refugees, targeting part of the Agency, refugee Hosting Countries and its donors. 136,074 individuals. With emergency appeal (EA) and During the reporting period, UNRWA succeeded in providing programme budget funding, UNRWA provided education 8,723,118 million primary health care (PHC) consultations, to 50,143 Palestine refugee students in Syria; PHC was made education for 532,857 children (2018/19 academic year), available through 25 health facilities, including two mobile social safety net assistance (including cash and food) for clinics. Protection services, including legal counselling and 1 254,927 individuals , Technical and Vocational Education psychosocial support, continued to be provided through six and Training (TVET) for 7,557 youth (2018/19 academic year) family support offices. The Agency also focused efforts on and microfinance loans for 35,576 clients.2 In addition, 3,108 the rehabilitation of its installations in newly accessible areas, shelters were rehabilitated or constructed through emergency ensuring that Palestine refugees spontaneously returning had and project-based assistance and, in accordance with Agency safe access to humanitarian assistance and services. However, protection and safety standards, UNRWA either constructed, funding constraints limited the Agency’s ability to conduct all upgraded or reconstructed 12 health centres (HC) and 101 the necessary works.6 schools. Under an organizational structure that was revised in In Lebanon, humanitarian support in the form of cash grants light of funding constraints, protection assistance continued was provided for food, housing and winterization to an to be extended across all fields of Agency operation with annual average of 27,987 PRS. During the reporting period, a notable emphasis on advocacy and further equipping UNRWA continued to provide quality, inclusive and equitable UNRWA personnel to deliver practical protection outcomes education to 5,254 PRS children; PHC services through 27 HCs; for Palestine refugees.3 and vital protection and legal aid services to 4,262 PRS. In In 2019, the provision of food assistance remained a priority Jordan, cash grants for basic needs were provided to 16,159 for UNRWA in Gaza. With emergency funds, the Agency PRS. In addition, 695 extremely vulnerable PRS families were supported the food and nutritional needs of approximately supported through one-off emergency cash grants to help 1,036,385 vulnerable Palestine refugees, including 16,826 them absorb shocks and respond to specific protection female-headed households. UNRWA also provided temporary concerns. Medical services continued to be extended to PRS cash-for-work (CfW) opportunities for 13,572 refugees, through 29 health facilities across Jordan. The Agency also including 5,286 women. Under the Education in Emergencies continued to provide basic education to 1,167 PRS and Syrian (EiE) programme, 68,007 students received additional learning children in Jordan enrolled in 133 UNRWA schools. support in and mathematics. Health services were The 2018 funding crisis continued into 2019. The Agency maintained through 22 HCs and 11,571 children received raised US$ 1 billion across all portals during the year. For the a comprehensive medical examination. In the West Bank, programme budget, UNRWA received US$ 619.2 million,7 emergency in-kind food assistance continued to be provided, US$ 130.8 million short of total requirements and US$ 231.6 in partnership with the World Food Programme (WFP), to million less than in 2018. Although services were maintained 37,000 individuals from Bedouin and herder communities and key education and health indicators largely met, certain assessed to be food insecure or vulnerable to various programmatic adjustments had to be made during the year, as protection threats. In addition, UNRWA distributed emergency detailed throughout this report. The Agency was unable to lift cash assistance through the e-card modality to 25,578 abject the ceiling on its social safety net programme (SSNP), which poor refugees. Throughout the year, UNRWA also continued to has remained frozen since 2013, despite increasing poverty monitor, document, report and provide emergency assistance across many fields of Agency operation, whilst the proportion to Palestine refugees impacted by protection threats in the of classes in UNRWA schools with more than 40 pupils rose to West Bank, including East Jerusalem.4 more than 52 per cent.8 Additional measures undertaken to Throughout the reporting period, UNRWA provided vital manage expenditure included vacancy management, delayed humanitarian assistance to Palestine refugees in Syria and to recruitments, a temporary increase in the age of retirement Palestinian refugees from Syria (PRS) in Lebanon and Jordan.5 and the increased use of daily paid contracts. Expenditure on With available resources, the Agency was able to distribute maintenance and replacement of IT equipment and vehicles emergency cash assistance to 410,870 Palestine refugees in was also reduced whilst, at the end of the year, a number of Syria. In May 2019, UNRWA introduced a targeted approach unfunded liabilities were carried forward into 2020. united nations relief and works agency for palestine refugees in the near east 9

Humanitarian operations were the hardest hit by the funding of the acting Commissioner-General who assumed his duties gap. UNRWA received only 34.23 per cent (US$ 94.81 million)9 in November 2019, a series of “management initiatives” were of its funding requirements for the EA for the Syria regional elaborated to strengthen UNRWA management, governance and crisis. The EA for the occupied Palestinian territory (oPt) fared accountability.11 Advisory Commission members and Agency better, but was only 61.57 per cent funded (US$ 84.96 million).10 partners, staff and other stakeholders have been consulted The Agency was forced to advance funds from its programme on these initiatives, which will be finalised in early 2020 for budget to avoid a disruption in the provision of critical services realisation in accordance with an agreed, time bound strategic in the oPt, in particular a break in the EA food pipeline in Gaza, implementation plan. through which one million refugees are assisted each quarter. On 13 December 2019, the General Assembly of the United In additional to financial challenges, the Agency was beset Nations voted to extend the Agency’s mandate until 30 June by a serious management and reputational crisis in 2019, 2023, reaffirming and commending the vital role that the following an investigation by the UN Office of Internal Oversight Agency has played for almost seven decades in providing vital Services (OIOS) that resulted in the departure of the Chief services for the well-being, human development and protection of Staff, Deputy Commissioner-General, and Commissioner- of a population of more than five million registered Palestine General. While reassuring that fraud or misappropriation refugees, and in the amelioration of their plight and stability in of operational funds were not involved, the investigation the region, pending the just resolution of the question of the highlighted certain managerial concerns. Under the leadership Palestine refugees. 10 2019 annual operational report report overview

The 2019 Annual Operational Report (AOR) describes The AOR is the final report on operations for 2019 carried Agency progress towards the attainment of the strategic out pursuant to the current MTS. It was developed through outcomes set out in the UNRWA Medium Term Strategy inputs received from UNRWA Field Offices, Headquarters (HQ) 2016-22 (MTS).12 Building on efforts to harmonize results Departments, the Harmonized Results Working Group which reporting and consistent with Grand Bargain commitments includes donors and hosts, and the Sub-Committee of the and principles enshrined under the 2005 Paris Declaration UNRWA Advisory Commission. Agreed principles upon which on Aid Effectiveness, the AOR provides a holistic view of the AOR is based are as follows: programming implemented by the Agency and consolidates • Reporting takes place once per calendar year and is the 2019 Report of the Commissioner-General to the General finalized by the second quarter of the subsequent reporting Assembly and UNRWA annual reports in relation to the 2019 period; oPt EA and the 2019 Syria regional crisis EA. It also contains an analysis of progress achieved against programmatic and • Indicators, baselines and targets are based on Agency- resource mobilization targets set out under the MTS common wide internal monitoring arrangements (i.e. the CMM), monitoring matrix (CMM) and the Agency’s Resource EAs and the RMS; and Mobilization Strategy 2019-2021 (RMS). In addition, the AOR details achievements and areas where targets have not been • The presentation of results data is complemented by met. A series of annexes include results frameworks, risk narrative sections that analyse progress made towards the registers and key statistics. achievement of targets and the impact of achievement/ underachievement / non-achievement on the overall Results reporting is derived from the UNRWA Results-Based realization of MTS strategic outcomes, EA strategic Monitoring (RBM) system which enables data collection priorities and RMS goals. and analysis against MTS strategic outcomes. The system also hosts monitoring structures for EAs, projects and other Results are disaggregated by field office and, where relevant, results frameworks used by the Agency. Data is collected and by sex, poverty status and disability in accordance with the analysed on a quarterly basis at the field level and on a semi- Agency’s guidelines for defining disability, spatial distribution annual basis through Agency-wide results reviews. (camp, non-camp, urban, rural) and key age groups (e.g. youth). united nations relief and works agency for palestine refugees in the near east 11

chapter one: context 12 2019 annual operational report 1.1. political, economic and security developments 1.1.1. Syria UNHCR-registered refugees from Syria, 14 in addition to 27,248 PRS recorded by UNRWA.15 In addition, 476,033 Palestine Nine years of conflict in Syria have had a devastating impact on refugees in Lebanon (PRL) were registered with the Agency.16 Palestine refugees and Syrian nationals alike. Although 2019 From mid-May 2019, the Lebanese authorities strengthened saw a reduction in the intensity of conflict in most parts of the their efforts to combat irregular cross border movement and country in comparison to previous years, hostilities intensified as a consequence, refugees from Syria not in possession of in the northwest (Idlib governorates and surrounding a valid visa who entered, or attempted to enter, the country areas), resulting in deaths and injuries, the destruction of irregularly after 24 April 2019, faced arrest and deportation. homes and infrastructure, widespread displacement and mounting humanitarian needs. This included areas in which On 2 September, the Lebanese authorities declared “a state Palestine refugees are located. On 14 May, several rockets of economic emergency”, precipitated by structural issues struck the densely populated Palestine refugee camp of and long-term economic mismanagement that resulted in a Neirab in Aleppo, killing at least 11 civilians, including five debt-to-gross domestic product (GDP) ratio of 151 per cent.17 children – four of whom were UNRWA students; a further 30 Subsequently, the Government’s plan to impose new taxes people were wounded. Meanwhile, the renewal of military on tobacco, gasoline and voice over internet protocol calls operations in the northeast of Syria on 9 October, created sparked nationwide protests on 17 October that morphed large scale humanitarian needs, compounding an already dire into demands for a complete overhaul in political leadership. humanitarian situation in this part of the country. Following failed attempts to find a political solution, Prime Minister Saad Hariri resigned on 29 October and a caretaker Across Syria, the security situation remained volatile. The Government was installed. During the subsequent political and threat of asymmetric attacks and the risks posed by Explosive civil unrest that followed, hundreds of thousands of protestors Remnants of War (ERW) were high, particularly in newly took to the streets, resulting in major road obstructions, accessible areas and camps that have witnessed active clashes with the authorities and acts of vandalism, without the hostilities in recent years. Several were killed or injured by formation of a Government. ERWs in 2019, including an eight-year-old Palestine refugee who was playing in an area near Dera’a camp. The critical Meanwhile, the financial crisis in Lebanon deepened, with security situation was further strained on a number of banks imposing tight restrictions on the withdrawal and occasions during the reporting period following the launch transfer of US$ and following that the depreciation of the of several airstrikes by Security Forces (ISF) around Lebanese pound by up to 30 per cent on the parallel market Damascus, Homs and , leading to casualties and the and increasing prices for basic goods. According to the UN destruction of infrastructure. Office for the Coordination of Humanitarian Affairs (OCHA), prices of food items increased by at least 20 per cent from UNRWA estimates that 438,000 Palestine refugees remain September to December 2019.18 The World Bank estimated in Syria as compared with 562, 312 refugees registered with that the economic crisis could impoverish a further 20 per the Agency at the end of 2019.13 An estimated two-thirds cent of Lebanon’s population, in addition to the 30 per cent of Palestine refugees have been displaced from their district who already living below the poverty line.19 of origin since the start of the conflict and around 40 per cent remained internally displaced as at the end of 2019; Palestine refugees are already among the most vulnerable according to UNRWA estimates, more than 180,000 Palestine and marginalized communities in Lebanon and deteriorating refugees have had their homes either destroyed or seriously conditions added to their hardship. During the reporting damaged. Those remaining in the country faced widespread period, they remained barred from 39 professions, while facing unemployment, the loss of assets and livelihoods, shortages of a precarious legal status. As a result, they faced high rates of fuel and electricity and a sharp increase in commodity prices poverty and unemployment. In June, the Ministry of Labour during the reporting period due to a severe depreciation of decided to enforce existing legislation requiring all foreigners, the Syrian pound. This contributed to a dire humanitarian including PRL and PRS, to obtain work permits, sparking situation across the country. weeks of unrest in Palestine refugee camps. While the then- Government formed a ministerial committee to review the 1.1.2. Lebanon matter, no progress had been made by the end of the year. The crisis in Syria continued to negatively impact the stability Despite this complex environment, the overall security and the socio-economic environment in Lebanon, placing situation in the vast majority of the Palestine refugee camps further pressure on already weak public finances, infrastructure in Lebanon remained relatively stable during the reporting and service delivery. By the end of 2019, there were 914,648 period. Small scale clashes occurred, however, in Ein el Hilweh united nations relief and works agency for palestine refugees in the near east 13 camp in early August, resulting in the death of several rival registered Palestine refugees in Gaza.25 The population members of Islamist groups, and in Shatila camp in November, continued to endure a humanitarian and economic crisis causing two fatalities. While Palestine refugees remained driven by the land, air and sea blockade which entered its largely on the sidelines of Lebanon’s unrest, increasing socio- thirteenth year in June 2019. This was coupled with cycles economic hardships could have a negative impact on the of violence, political instability and restricted entry and safety and security situation of Palestine refugee camps and exit at Gaza’s crossings. Limited economic activity in Gaza, beyond. compounded by the effects of the ongoing political divide, the Palestinian Authority’s (PA) financial crisis, reductions in 1.1.3. Jordan social assistance and a deteriorating public infrastructure hindered the delivery and availability of essential services. In In Jordan, 2,272,411 Palestine refugees are registered with 2019, the average unemployment rate in Gaza was 45.1 per the Agency, the majority of whom are understood to possess cent26 and the severe lack of job opportunities continued Jordanian citizenship, which would allow them to enjoy the to aggravate high levels of despair and frustration among same rights as other Jordanian nationals.20 The approximately the population, especially young people. The availability of 158,000 Palestine refugees who fled Gaza in 1967 are barred electricity improved from four to eight hours per day in 2018 from obtaining Jordanian nationality under Law No. 6 of 1954 to approximately ten to fifteen hours per day in 2019.27 Access and face restricted access to public services and livelihood to clean water remained at a crisis level with over 90 per cent of opportunities. the water supplied to households being non-potable due to a Throughout the year, Jordan remained a relative beacon of longstanding practice during the period of Israeli settlements stability within a fragile region, despite protests against the in Gaza of over-extraction from the underlying coastal aquifer, US Government’s “Peace to Prosperity” initiative21 and the alongside sea water seepage.28 rising cost of living in the country. In addition, over the past On the political level, key steps towards ending the over several years, refugees from Iraq and the Syrian Arab Republic decade-long political divide between Fatah and failed have placed considerable pressure on Jordan’s economy and to materialize. However, an agreement was reached among infrastructure, especially in the areas of health and education. Palestinian factions to hold parliamentary and presidential Unemployment in Jordan remained a major challenge and elections in 2020. Sporadic incidents of popular protests stood at 19 per cent in the fourth quarter of 2019, 0.3 per cent demanding better living conditions were violently suppressed. higher than in 2018.22 Young people have been especially Security conditions in Gaza remained highly unstable. During affected, with youth unemployment reaching almost 36.8 the reporting period, 33 were killed by the ISF per cent in 2019.23 Jordan is pursuing key structural reforms during Great March of Return (GMR) demonstrations and through the introduction of new regulations to strengthen 11,523 were injured, bringing the total to 212 fatalities and financial governance and through a five-year reform plan, 36,134 injuries since the demonstrations began on 30 March launched in 2019, that is designed to ensure sustainable, 2018.29 While the general level of violence, including the inclusive growth and address challenges related to jobs, youth number of demonstration-related casualties, decreased as and gender. part of a fragile and unofficial 2019 ceasefire between Israel The number of PRS recorded with UNRWA in Jordan stood at and Hamas, caring for the injured, many presenting long- 17,348 by the end of 2019. Numbers have remained stable in term medical care and rehabilitation needs, continued to put part due to a Government policy of non-admission that was enormous pressure on an already crumbling health system. introduced in 2013. The approximately 9.9 per cent24 of PRS An additional 75 Palestinians were killed in other without legal status in Jordan are particularly vulnerable as circumstances, including through airstrikes and tank shelling they face restrictions on employment, limited access to the during temporary escalations of hostilities between Palestinian courts, civil status and registration processes and the threat factions and Israeli forces.30 Between 25 and 27 March, the Gaza of detention and possible forcible return. Many also face Strip and southern Israel witnessed one of the most significant restrictions on accessing humanitarian assistance available escalations of hostilities since 2014, after a rocket was fired to the non-PRS Syrian refugee population. These individuals from Gaza, severely damaging a house in central Israel and are referred to the Agency as their primary provider of injuring seven Israelis. Following this incident, the Israeli Air health, education, emergency assistance, social safety net Force struck multiple locations across Gaza, injuring two and and protection services. UNRWA continued to appeal to displacing 16 families, while projectiles fired by Palestinian the Government of Jordan to uphold the principle of equal armed groups towards southern Israel caused damage.31 treatment for all refugees, in accordance with international From 3-6 May, four days of intense hostilities resulted in the law, and to consider temporary access for Palestine refugees killing of 25 Palestinians, including three children and two fleeing the conflict in Syria, for humanitarian reasons. pregnant women, and four Israelis. A further 153 Palestinians 32 1.1.4. Gaza and 123 Israelis were also injured. On 12 November, the Israeli Air Force targeted and killed a senior operative of the Within a highly volatile political, security and socio-economic Palestinian Islamic Jihad’s armed wing in Gaza, triggering two context, UNRWA continued to provide assistance to 1,460,315 days of intense hostilities in which 35 Palestinians were killed, 14 2019 annual operational report of whom 16 were believed to be civilians, including eight day.35 Many of these involved the use of live ammunition and children, and 106 injured, including 51 children. Seventy- the deployment of tear gas, often resulting in injuries, property eight Israelis, including children, were also treated for light damage and pronounced psychosocial consequences. injuries or shock. Agency HCs operated throughout these In 2019, Israeli settlement expansion continued in the West hostilities, while other services were interrupted for the safety Bank, including East Jerusalem, alongside the destruction of of beneficiaries and staff. A cessation of hostilities came into Palestinian homes and property. Palestinian communities, force on 14 November and has largely held. especially those in Area C, routinely faced actual and In a particularly worrying development, three Palestinian threatened home demolitions and confiscations, contributing policemen were killed and three civilians injured in two to an overall coercive environment that placed them at risk separate suicide explosions targeting police checkpoints of forcible transfer. At least 638 Palestinian-owned structures in August 2019. Hamas stated on 29 August that its security were demolished,36 of which 196 belonged to Palestine forces in Gaza had arrested a ten-member cell behind the refugees. This represents a 34 per cent increase compared with attacks.33 2018 (475) and a 41 per cent increase in demolished structures owned by Palestine refugees.37 1.1.5. West Bank Throughout 2019, socio-economic conditions in the West During the reporting period, the Israeli military occupation Bank remained difficult, with Palestine refugees often bearing continued to impact all aspects of the daily lives of the the brunt. There was, however, a slight increase in average 858,758 Palestine refugees registered with UNRWA in the West daily wages to 136 Israeli Shekels (ILS) for Palestine refugees Bank, including East Jerusalem. Over 5,600 security-related and 158 ILS for non-refugees compared to daily wages of 129 operations were conducted by the ISF in which 29 Palestinians, ILS for refugees and 149 ILS for non-refugees in 2018. In 2019, including 11 Palestine refugees, four of whom were minors, the overall unemployment rate for Palestine refugees in the were killed and 1,582 were injured.34 During the same period, West Bank, including East Jerusalem, was 13 per cent, with five Israeli fatalities and 121 injuries were recorded. Of the ISF joblessness rising to 17 per cent for those living in camps.38 operations conducted in 2019, 540 took place in West Bank This contributed to high levels of poverty and food insecurity refugee camps, averaging almost 1.5 security operations per in Palestine refugee households. united nations relief and works agency for palestine refugees in the near east 15 1.2. operational and organizational developments 1.2.1. Syria and Ein El-Tal camps, both of which saw the gradual return of residents (approximately 800 families to Dera’a camp and 90 At the end of 2019, 562,312 Palestine refugees were registered families to Ein El-Tal camp). , previously home to with UNRWA in Syria, as well as 84,831 other registered persons. some 160,000 Palestine refugees, remains largely destroyed. The Agency provided basic education to 49,682 students (24,438 female and 25,244 male) during the 2018/19 school 1.2.2. Lebanon year at 103 schools and technical and vocational instruction for 1,044 young people.39 Twenty-four HCs provided 804,542 In Lebanon, at the end of the 2019, 476,033 Palestine refugees PHC consultations during the year, including through two and 62,659 other registered persons were registered with mobile clinics deployed to remote locations and areas where UNRWA. The Agency provided basic education to 36,960 Palestine refugees faced movement restrictions, particularly students (19,480 female and 17,480 male), including PRS, in Yalda, adjacent to Yarmouk.40 Cash-based transfers were during the 2018/19 school year at 66 schools. In addition, distributed to 16,071 refugees through the SSNP while 27 HCs provided 881,064 PHC consultations during the year, microcredit was extended to 10,433 clients with a total loan reaching approximately 170,000 Palestine refugees. SSNP value of US$ 4,137,359.41 cash-based transfers of US$ 30 per quarter were distributed to 61,384 refugees.42 Through the Syria regional crisis EA, three rounds of cash assistance were distributed in 2019, with the latter two UNRWA continued to support Palestine refugee livelihood adopting a targeted approach, introduced in May, to balance opportunities through targeted technical and vocational the needs of the most vulnerable Palestine refugees - training for 886 students at the start of the 2018/19 school identified through a vulnerability assessment conducted at year, while the Agency’s two innovation labs enhanced the the end of 2018 – against finite UNRWA resources. In 2019, skills and employability of 366 youth (197 female and 169 the Agency had intended to provide US$ 28 per month per male). Support was also provided to 164 microcredit initiatives 43 person to the 126,000 most vulnerable individuals and US$ 14 for start-ups, existing businesses and housing improvement. per month per person for the remaining caseload, covering Twelve years after the almost complete destruction of Nahr approximately 292,000 individuals. While these planned el Bared camp (NBC) its reconstruction was 68 per cent monthly cash transfers were a reduction over prior years, complete by the end of 2019. Notwithstanding this progress, due to funding shortages UNRWA in 2019 was only able to UNRWA still faces a shortfall of US$ 51 million to complete provide an average of US$ 14 per month per person to the the reconstruction of the camp. During the reporting period, most vulnerable and US$ 9 per month per person to other UNRWA rehabilitated shelters for 1,469 families (including vulnerable persons. In addition to concerns as to the adequacy NBC, emergency and regular cases) through both emergency of assistance provided, the purchasing power of assistance and project funding. provided was negatively affected by depreciation in the Syrian Pound and the discrepancy between the official exchange 1.2.3. Jordan rate used to transfer cash subsidies to beneficiaries and the value of the US$ on the free market. The situation slightly In Jordan, as at the end of 2019, 2,272,411 Palestine refugees improved towards the end of 2019, with the introduction of and 147,251 other registered persons were registered a preferential exchange rate for United Nations (UN) entities with the Agency. UNRWA services contributed to Palestine equivalent to 700 Syrian Pounds per US$ compared to the refugee human development through the provision of basic official rate of 434 Syrian Pounds/US$. education to 120,967 students (58,633 female and 62,334 male), including PRS, during the 2018/19 school year at 169 As referenced above, a targeted approach for the provision of schools and TVET for 2,803 youth. Twenty-five HCs provided in-kind food assistance was introduced during the reporting 1,695,966 PHC consultations during the year and SSNP cash- period, limiting the distribution of food baskets to 136,000 based transfers were extended to 58,479 refugees. In addition, Palestine refugees belonging to the most vulnerable and the Agency rehabilitated shelters for 50 families and provided a small selection of other vulnerable cases, including those 12,060 microfinance loans with a total value of US$ 10,717,236. newly displaced and Palestine refugees living in areas of restricted movement. Through its 2019 Syria regional crisis EA, UNRWA continued to Despite considerable need in relation to UNRWA installations provide humanitarian assistance, including emergency cash, requiring reconstruction or repair, limited funding was received health, education, protection and winterization assistance under the Syria regional crisis EA in 2019. In the absence of to the 17,343 PRS registered with the Agency in Jordan. such support, the Agency will be hard pressed to serve Dera’a During the reporting period, cash grants for basic needs were 16 2019 annual operational report provided to 16,159 PRS while 695 extremely vulnerable PRS 500 community mental-health workers, reduced to part- were supported through one-off emergency cash grants to time positions in 2018 due to the funding crisis, to full-time help them respond to specific protection concerns. Medical employment in order to continue structured group and services, including secondary and tertiary care, were extended individual interventions. to 15,464 PRS while the education needs of 1,167 PRS and Syrian children were served through the network of UNRWA 1.2.5. West Bank schools. At the end of 2019, 858,758 Palestine refugees and 207,014 1.2.4. Gaza other persons were registered with UNRWA in the West Bank. The Agency provided basic education to 46,310 students As at the end of 2019, 1,460,315 Palestine refugees and (27,658 female and 18,652 male) during the 2018/19 school 161,806 other persons were registered with UNRWA in Gaza. year at 96 schools and TVET for 1,004 young people. In The Agency provided basic education to 278,938 students addition, UNRWA rehabilitated shelters for 46 families and (134,965 female and 143,973 male), including PRS, during extended 10,161 microfinance loans with a total loan value of the 2018/19 school year at 274 schools and TVET for 1,820 US$14,537,990. young people. Twenty-two HCs provided 4,215,247 PHC During 2019, 1,126,299 PHC consultations were provided at consultations during the year and quarterly food parcels were 43 HCs. Training on the Agency’s mental health gap action distributed to 98,935 abject poor refugees under the SSNP. The programme for all health staff was concluded in 2019 and the Agency rehabilitated shelters for 1,491 families and extended service was integrated into PHC and implemented throughout microfinance loans to 2,922 clients with a total loan value of all HCs and HPs in the West Bank, including East Jerusalem. US$ 3,065,570. Efforts were also extended to improve the quality of services Funding shortfalls in 2019 limited the Agency’s emergency provided at the UNRWA Qalqiliya Hospital through enhanced operations in Gaza. The Agency was only able to avoid a maintenance works, the procurement of new equipment and suspension of its food aid programme, which reaches over the convening of essential training for staff. one million refugees each quarter, through a loan from the The Agency continued to provide cash assistance to 61,707 UN Central Emergency Response Fund (CERF) and exceptional abject poor (36,129 through the SSNP and 25,578 under the advances from the programme budget. Priority was also oPt EA). In partnership with the WFP, as part of the EA, in-kind given to cash-for-work activities, through which over 13,000 food assistance was extended to some 37,000 Bedouin and refugees received short term employment opportunities, and herder individuals vulnerable to various access restrictions mental health and psychosocial support (MHPSS), embedded and protection threats. in UNRWA schools and HCs. The Agency reinstated some united nations relief and works agency for palestine refugees in the near east 17 1.3. legal matters 1.3.1. Agency staff personnel assigned to the Agency’s West Bank Field Office (WBFO) were prevented from attending work because access Citing security concerns, in 2019, the Israeli authorities through checkpoints was denied. While the majority of searches continued to restrict the freedom of movement for UNRWA were avoided through UNRWA interventions, rerouting or personnel in the oPt, including East Jerusalem. Restrictions turning back, on at least five occasions searches were carried included: (i) the prohibition of Agency local staff, not resident out. On one occasion, the Israeli authorities refused to allow in Jerusalem, to travel in UN vehicles across the Erez border passage of a UN vehicle at a checkpoint in the proximity of crossing (into and out of Gaza) and the Allenby Bridge (into East Jerusalem and demanded a search of the Agency’s and out of Jordan), or to drive in Israel and East Jerusalem; diplomatic pouch carried in a UN vehicle, despite reassurances and (ii) time consuming and cumbersome procedures to by UNRWA that the pouch had been properly prepared, obtain permits for local staff not resident in Jerusalem to enter processed and documented by duly authorised Agency Israel and East Jerusalem. On many occasions, permits were officials and in accordance with established UN procedures. not granted even though procedures had been followed. On Despite several requests for unimpeded humanitarian access, average, permits to enter East Jerusalem from the rest of the it remained difficult and at times, operationally unfeasible to West Bank were not issued to 21.75 per cent (135 individuals) deliver Agency services in some of the West Bank areas in the of UNRWA area personnel, where required. ‘Seam Zone’ (areas between the Green Line and the West Bank Israeli procedures at the Allenby Bridge continued to require Barrier). The situation regarding requirements for UNRWA and that UN vehicles be submitted to a search unless an occupant other UN trucks to use specific commercial checkpoints to thereof held an identification card issued by the Ministry of enter Jerusalem remained unchanged. Foreign Affairs (MFA), even though such searches represent The aforementioned restrictions are inconsistent with a violation of UN immunity. These procedures restricted the the Charter of the UN, the 1946 Convention, relevant UN movement of international Agency staff based in Amman, resolutions and the Comay-Michelmore Agreement of 1967, to whom the MFA does not issue such cards. According to a by which the Government of Israel is obligated to facilitate new procedure, red UN Laissez-Passer holders not approved the task of the Agency to the best of its ability, subject only in advance by the Israeli MFA had to obtain clearance from to regulations or arrangements that may be necessitated by the Israeli border authorities to be exempted from the exit fee considerations of military security. UNRWA applied for permits when going to Jordan through the Allenby Bridge. This caused for local staff to enter East Jerusalem to carry out the Agency’s additional delays in crossing the border. mandated humanitarian operations and without prejudice to Measures introduced by the Israeli authorities in April 2018 relevant UN resolutions, including resolutions relating to the requiring the possession of an identification card issued status of Jerusalem. Israeli authorities maintained that the by the MFA to drive UN vehicles through the Erez crossing restrictions were necessary for security reasons. remained in place. The Israeli authorities continued to require For the first time since 2013, during the reporting period, the all vehicle doors to be opened for inspection by a sniffer dog crossing between Egypt and Gaza was open for public and luggage to be removed and subjected to an x-ray scan. use throughout the year other than on Fridays and holidays, With the exception of senior officials, all passengers were totaling 277 days, for humanitarian cases, students and required to walk through a metal detector and, unless holding holders of visas for a third country. Citing security concerns in an identification card issued by Israel’s MFA, undergo a body the Sinai, the ban imposed by the UN on duty travel for staff scan. These procedures effectively erode the exemption of UN travelling through Rafah remained in place. property and assets from any form of search or interference pursuant to the 1946 Convention on the Privileges and In Lebanon, the volatile security situation in Palestine refugee Immunities of the United Nations (1946 Convention) and UN camps in the Saida and north Lebanon areas resulted, at times, staff complied with the procedures under protest. in movement restrictions that affected UNRWA staff and operations. The large-scale demonstrations which erupted In the West Bank, including East Jerusalem, staff movement on 17 October 2019 increased the number of movement continued to be restricted and unpredictable at several restrictions, adversely impacting operations at various Agency checkpoints, notably those controlling access to East installations. No significant movement restrictions were Jerusalem or through the West Bank Barrier. In 2019, movement imposed on UNRWA staff by the Governments of Jordan or restrictions in the West Bank, including East Jerusalem, Palestine. resulted in the loss of at least 86 staff days, a significant increase from 2018 when at least 62 staff days were lost. On The de facto authorities in Gaza restricted the movement of 14 occasions at checkpoints in the West Bank, including for the Agency’s staff on three occasions and searched UNRWA entry into East Jerusalem, Israeli authorities demanded to vehicles on at least three occasions during the reporting search UNRWA vehicles. In addition, on at least five occasions, period. 18 2019 annual operational report

The Agency continued to apply for permits from the Israeli removed, checkpoints in other areas remained. Movement authorities for local staff in Gaza to transit the Erez border and humanitarian access in Aleppo remained stable, however crossing. During 2019, out of 781 applications, 630 permits the situation was fragile. In 2019, 142 visa applications were (80.7 per cent) were granted. Compared with 2018, the submitted to the MFA (residency and visit) for international number of applications increased by 33 per cent and the personnel, of which 129 were approved and 13 rejected. overall percentage of permit applications not granted During the reporting period, there were three incidents of decreased from 33 to 19.3 per cent. However, considering that searches of UNRWA vehicles at Naseeb-Jaber at the Syrian- the United Nations Department of Safety and Security has Jordanian border crossing by Syrian authorities. not approved travel through Rafah due to security reasons, At the end of 2019, 24 Agency staff were missing, detained, the denial of permits and delays in processing the permits to kidnapped or presumed detained: 13 were believed to be transit through Erez continued to negatively impact on the missing, detained or kidnapped in Syria, either by the Syrian Agency’s operations, including for example by preventing authorities or other parties, four detained by the Israeli staff from attending important meetings, training courses and authorities, two by the de facto authorities in Gaza, four by the conferences and from performing their relevant duties outside Jordanian authorities and one by the Palestinian authorities. Gaza. Despite repeated requests, UNRWA has not received a Despite requests in accordance with GA resolution 36/232, substantive justification as to why permits were not approved. the Syrian authorities did not provide the Agency with access The Israeli MFA introduced new visa application procedures but provided information about certain staff who remained in and additional requirements for information in 2019. In some their custody during the year. The Israeli authorities provided instances, the issuance of visas was made contingent on the some information regarding the reasons for detention of all provision of information regarding the nature of activities to be staff members in their custody but did not provide access carried out and contractual details of the concerned personnel. to the staff members. The Jordanian authorities facilitated As a result, as at the end of the reporting period, seven visa access to and provided information about one staff member. applications for Agency personnel remained pending. In The Palestinian authorities facilitated access to and provided addition, the visa issuance for one Junior Professional Officer information about the detained staff member. The de facto remained pending at the relevant Israeli consulate despite authorities in Gaza granted access but did not provide MFA approval. UNRWA continued to face difficulties securing information in writing on the staff in their custody. appropriate visas from the Israeli authorities for Agency internships requiring such visas. Due to the significant delay 1.3.2. Agency services and premises in processing the visa applications of the appointed external Israeli authorities continued to impose transit charges on auditors, the UN Board of Auditors was not able to visit the shipments entering Gaza, obliging UNRWA to pay US$ WBFO and the Gaza Field Office (GFO) for their annual audit 0.95 million in 2019. The Agency considers such charges a of the Agency’s financial statements as planned during the direct tax from which it ought to be exempt under the 1946 reporting period. Convention. In the view of Israel, the charges are a fee for Due to the failure to return an Israeli firearms license and service, from which there is no exemption. Since November identity card of the Close Protection Officer in the GFO to 2016, UNRWA vehicles could only be imported through Erez. the MFA, and despite the Agency’s efforts to confirm the For all other Agency imports, Kerem Shalom remained the sole documents as lost, the Israeli authorities refused to accept this crossing for imports into Gaza. It was fully closed for imports and issue a license to the new incumbent of the post, therefore on 33 of 261 scheduled operating days (13 per cent). The exposing the Agency to a significant security risk with regard continuing closure of the Karni crossing and the prohibition to the safety and security of the Director of UNRWA Operations of containerised imports, in place since 2006, contributed in Gaza. to increased UNRWA expenditure, resulting from storage, palletisation, sterilisation and additional mileage and staff, Since 2017, the Agency has been unable to secure residencies amounting to US$ 7.5 million. This was in addition to transit for three expatriate UNRWA area staff members in Jordan, due charges levied on imports through the Kerem Shalom and to the refusal of the Government of Jordan to exempt such Erez crossings. staff members from the requirement of a labour permit and its associated fees. In 2019, the Agency applied for the permits Conditions relating to the Agency’s construction projects and paid the associated fees under protest for the concerned in Gaza and related approvals remained in place during staff. the reporting period. UNRWA continued to make use of an international staff member and local monitoring staff to In Syria, the security situation in the capital, south and central meet the laborious and time-consuming daily monitoring areas continued to stabilize during the reporting period. and coordination requirements previously introduced by However, armed conflict, asymmetrical attacks, terrorist the Israeli authorities, due to the blockade that is imposed attacks and generalized insecurity continued to seriously on Gaza, amounting to almost US$ 0.11 million in extra costs affect free movement and humanitarian access, particularly in 2019. The Agency also continued to provide the Israeli in the South where security incidents were more frequent. authorities with written confirmation of UNRWA monitoring While some checkpoints in the capital and central areas were for each project, in addition to requirements predating united nations relief and works agency for palestine refugees in the near east 19

2017 for documentary material to facilitate the monitoring, During the reporting period, installation inspections were by Israel, of construction projects. Cumbersome clearance conducted across all five fields of Agency operation. Due to procedures and frequent processing delays of import requests the end of the Agency’s Operations Support Officer (OSO) for materials, some of which Israel classifies as dual-use items, project, in June 2019, the Agency’s Lebanon Field Office (LFO) and equipment, continued to negatively impact Agency Protection and Neutrality Unit coordinated the transition to a operations.44 new modality of installation inspections whereby senior UNRWA staff from various programmes assumed responsibility for such In 2019 alone, additional staffing, transit and logistical costs inspections. The wave of nationwide protests that commenced resulting from Israeli requirements regarding access and in October resulted in a volatile security situation throughout monitoring of all UNRWA imports into Gaza amounted to US$ Lebanon, disrupting staff members’ ability to conduct 8.64 million. This does not include similar access costs that inspections for a number of weeks due to road blockages and private contractors incurred to ship construction materials into installation closures. For further information on the Agency’s Gaza through Kerem Shalom under the Gaza Reconstruction neutrality work, please see reporting under the Management Mechanism. and Operational Effectiveness section (sec. 2.6) of the AOR. In March 2019, the Israeli authorities and the Agency agreed The 1946 Convention provides that the premises of the UN on an arrangement for the entry of 415 tyres into the Gaza shall be inviolable. Contrary to this, the ISF entered UNRWA Strip in return for the same number of used tyres. Under premises in the West Bank, including East Jerusalem, without this arrangement, UNRWA imported 300 tyres in 2019, with authorisation on four occasions in 2019. On at least 11 occasions another 115 to follow in 2020. during the reporting period, tear gas canisters, stun grenades, The Israeli authorities continued to require standards testing plastic-coated metal bullets or live ammunition used by the for educational, electronic, medical and other items for official ISF landed in Agency premises, including schools, or damaged use and the Israeli Standardisation Institute inspected an UNRWA property. At least on four of these occasions, UNRWA Agency shipment bound for official use in the West Bank, staff members and beneficiaries were affected by tear gas. On including East Jerusalem, on one occasion. UNRWA imports two occasions, bullets or bullet shells from unknown sources goods for its official use that conform to international were found in the Agency’s school premises. In addition, standards and the UN considers that Israeli requirements are there was one family dispute resulting in a fatal shooting contrary to the exemption from prohibitions and restrictions of an UNRWA beneficiary. In the West Bank, including East on imports, under the 1946 Convention, in respect of articles Jerusalem, one Agency staff member was injured in 2019 as imported by the UN for official use. a result of a physical assault by a beneficiary. In Gaza, UNRWA recorded seven incidents of ammunition fired by the ISF Arrears of US$ 90.9 million accrued as value added tax (VAT) that landed inside or damaged Agency premises and four for services and goods procured for the West Bank and Gaza incursions by the de-facto authorities in UNRWA installations. before arrangements were agreed in 2013 with the Palestinian In addition, on five occasions, bullets from unknown sources Ministry of Finance remained outstanding. During 2019, the hit the Agency installations in Gaza. Agency further accrued an additional US$ 0.23 million in VAT. UNRWA did not receive any reimbursement in 2019 and the Following the announcement by the Jerusalem Municipality cumulative total owed to the Agency for the reimbursement of a plan to terminate the Agency’s service provision in East of VAT paid for services and goods procured in the West Bank Jerusalem in 2018, municipal representatives and Israeli and Gaza amounted to US$ 100.82 million as at 31 December political figures have continued to make public statements in 2019.45 UNRWA makes periodic claims to the relevant this regard. On 20 January 2019, it was reported in the media authorities for the outstanding amounts. that Israeli officials were set to revoke permits for UNRWA schools in East Jerusalem. In September 2019, the Israeli MFA During the reporting period, the Israeli authorities paid US$ communicated to the Agency that the plan to out-compete 1.41 million in VAT reimbursements owed to the Agency. US$ and make UNRWA redundant in East Jerusalem was official 46 6.64 million remained outstanding in VAT reimbursements as Government policy. Furthermore, at the end of November at 31 December 2019. 2019, the former Mayor of Jerusalem introduced a draft bill to UNRWA was required, as in the past, to pay port fees and other the Knesset to prevent any Agency activities in the city from charges to the Syrian authorities, in contravention to the the beginning of 2020. During the second half of 2019, the Agreement of 1948 between the UN and the Government of Jerusalem Municipality halted the collection of solid waste in the Syrian Arab Republic. In 2019, fees and charges totaling Shu’fat camp. Representatives of the Jerusalem Municipality US$ 93,808.23 were paid. attempted to enter an Agency installation, the Kalandia Training Centre, in August 2019, requesting to take photos of the In 2019, the Ministry of Energy and Mineral Resources in installation for the establishment of a recreational area. UNRWA Jordan continued to apply the “fuel price difference” charge has liaised with the United Nations Office of Legal Affairs and on electricity consumption, which led to increased Agency discussed its concerns relating to these matters. The breaches costs in excess of 55,000 Jordanian Dinars during the reporting of the Agency’s privileges and immunities have been subjected period. The Agency continued to pay for the inspection fees of to formal protest to the Israeli MFA. official UNRWA vehicles under protest. During the reporting period, and within financial constraints 20 2019 annual operational report resulting from severe funding shortfalls, UNRWA continued that almost all Agency installations are in need of major implementing the recommendations of the UN Headquarters rehabilitation and many were severely damaged and are in Board of Inquiry (UNBOI) into incidents that occurred in need of reconstruction, especially in Yarmouk, Ein El Tal and Gaza between 8 July 2014 and 26 August 2014 referred to Dera’a. The situation of installations remained similar in 2019. in previous reports. After the defunding of the Agency by During the reporting period, three incidents of unauthorized the United States in 2018 and the lack of replacement funds, entry into UNRWA installations by the Syrian authorities were the Agency was required to reduce the number of personnel reported. The Agency sanitation office in Khan Dannoun assigned to after-hours guarding duties at its installations in continued to be used by military personnel at the adjacent Gaza. checkpoint. On 22 March 2018, the UN submitted a claim to Israel for the In 2019, there were closures of UNRWA installations on at reimbursement of losses that the UN sustained as a result of least 101 days in Lebanon. Closures were mostly the result of incidents that were the subject of the UNBOI which occurred strikes and protests by beneficiaries and general civil unrest at the Agency’s premises during the 2014 hostilities in Gaza. A and road blocks which occurred in Lebanon from 17 October claim was also presented to Israel for the losses sustained by 2019 onwards. There were no instances of political or armed dependants of a member of UNRWA personnel as a result of factions entering Agency premises without authorisation. In his death during the hostilities. According to publicly available May 2019, Palestinian factions in Mieh Mieh camp reached an information, on 14 August 2018, the Israel Defense Forces agreement with the Lebanese Armed Forces stipulating that reported that the criminal investigation into the incident no one in the camp should carry a weapon or wear military affecting the Agency’s Beit Hanoun Elementary Co-education uniforms in public. “A” and “D” School on 24 July 2014, which resulted in the killing of at least 12 people and injuring of another at least 1.3.3. Other matters 93 individuals, was closed by the Military Advocate General The US$ 680,000 seized by the Government of Lebanon in without any further legal proceedings – criminal or disciplinary 2013 has yet to be returned. UNRWA has continued to dispute – to be instigated against those involved. As neither of the any liability for payments demanded by the Government of above-mentioned claims have been satisfied, UNRWA remains Lebanon in the amount of US$ 167.1 million for electricity concerned as to the need for accountability regarding these consumed by Palestine refugees outside of Agency and other incidents where Agency installations were directly installations in camps in Lebanon. In addition, in March 2019, or indirectly affected contrary to their inviolability, and the Government of Lebanon demanded that UNRWA pay UNRWA personnel and civilians sheltering in them were killed more than US$ 1.1 million in fines for the resale of electricity as a result thereof. by Popular Committees in Burj Barajneh and Shatila refugee In the West Bank, there were no incursions into the Agency’s camps. The Agency disputes its responsibility to pay these premises by armed Palestinians in 2019. There was one fines and formally protested at them to the Government of incident of misuse of UNRWA installations for unauthorized Lebanon. events by members of the community. UNRWA premises and In relation to the internal justice system, the UNRWA Dispute services were disrupted on at least 25 occasions by forced Tribunal, established in 2010, operates on a full-time basis closures or protests, including by members of camp service and is comprised of one judge and a part-time ad litem judge. committees. During 2019, the Tribunal issued 75 judgments, disposing of In Gaza, there were four incursions by the de facto authorities, 537 cases. As at the end of 2019, 107 cases were pending, some involving armed individuals during the reporting including one case on remand, of which 106 were filed by area period. UNRWA protested against these incidents with the staff and one by an international staff member. There were relevant authorities. UNRWA facilities continued to face theft, also 13 appeals pending before the UN Appeals Tribunal. vandalism and break-ins and Agency staff delivering services continued to be exposed to instances of threats, intimidation 1.3.4. Legal status of Palestine refugees and physical assault from disgruntled Palestine refugees. There in the Agency area of operations were a further 202 incidents that disrupted service delivery or the movement of Agency staff in Gaza. The legal status of Palestine refugees in Jordan, Lebanon, Syria, the West Bank and Gaza remained substantially the same as In Syria, as previously reported, UNRWA has sustained conflict- that described in the report of the Commissioner-General to related property losses in the millions of dollars since hostilities the UN GA for 2008 (A/64/13, paras. 52-55). began in 2011. Assessments carried out in late 2018 indicate united nations relief and works agency for palestine refugees in the near east 21

1.4. financial overview47

With the exception of 158 international staff posts funded by US$ 29.81 million (4.82 per cent) to the programme budget.52 the United Nations General Assembly through the UN regular In 2019, planned programme budget (cash view53) income was budget, UNRWA operations are supported through voluntary US$ 625 million against planned expenditure of US$ 750 million. contributions. The Agency receives funding through: (i) a The actual income received during the year was $620.5 million54 programme budget fund that supports core operations (including against expenditure of $684 million.55 The carried forward unpaid recurrent staff and non-staff costs), including education, health, liabilities from 2019 to 2020 was US$ 55 million, including an camp improvement, relief and social services (RSS), protection unpaid CERF loan. and support systems and structures; (ii) EAs for humanitarian Through its 2019 Syria Regional Crisis EA, UNRWA sought US$ interventions; and (iii) specific, time-bound projects that improve 277 million. Many donors responded generously, although only services without increasing recurrent costs. 34.23 per cent (US$ 94.81 million out of US$ 277 million) of In 2019, UNRWA resource mobilization efforts yielded a total funding needs were pledged. In the oPt, the Agency continued pledged amount of US$ 1 billion (including UN Secretariat to provide basic humanitarian assistance through a 2019 EA for support for international staff). Traditional partners48 contributed US$ 138 million, 61.57 per cent (US$ 84.96 million)56 of which a total of US$ 735.65 million (73.57 per cent of total funding had been pledged by the end of the year, a decline in absolute received) across all portals, of which US$ 483.63 million was for terms over previous years and a trend which is a concern to the the programme budget, which constituted 78.11 per cent of total Agency. The programme budget advanced an additional $32.5 funding received for the programme budget. Contributions from million to emergency operations in oPt during the year, which regional partners49 totalled US$ 188.42 million and amounted to was funded from income from indirect support costs. 18.84 per cent of total funds received, including US$ 83.11 million (13.42 per cent) of the total contributions to the programme According to unaudited financial statements (International Public budget. Emerging donors50 contributed US$ 17.42 million and Sector Accounting Standards [IPSAS] view57), in 2019 the Agency amounted to 1.74 per cent of total funding received across all spent US$ 1.17 billion. The largest expenditure was US$ 762 portals, out of which US$ 15.00 million, or 2.42 per cent, was for million, under the unrestricted programme budget, accounting the programme budget. Private partnerships added US$ 14.08 for 65.14 per cent of total expenditure. Emergency activities and million (1.41 per cent of total funding received) across all portals, projects (including restricted fund activities) accounted for 23.63 out of which US$ 7.62 million was for the programme budget, per cent and 12.32 per cent respectively.58 Education remained constituting 1.23 per cent of total funding received for the programme budget. Funding received from the UN core budget the largest programme funded through the programme budget, and contributions from other UN entities 51 amounted to US$ with an expenditure of US$ 454.61 million, or 60 per cent of the 46.28 million (4.63 per cent of total funding received), including total unrestricted programme budget. 22 2019 annual operational report 59 6% 4% 4% 0% 8% 4% 0% 7% 1% 60% 15% 12% 44% 13% 23% 100% 100% Total Total 786 5,324 9,087 46,537 28,824 27,355 92,830 94,066 41,326 80,286 454,611 111,143 515,504 157,280 267,011 762,085 1,169,884 0% 0% 0% 0% 2% 0% 5% 0% 0% 0% 0% 2% 0% 1% 0% 8% 3% 0 730 826 490 2,043 1,659 2,914 3,034 1,409 2,068 1,088 6,442 Headquarters Headquarters 14,418 39,597 18,223 59,763 35,178 8% 4% 1% 1% 0% 0% 2% 6% 2% 1% 1% 0% 0% 1% 0% 16% 12% West Bank West Bank West 47 9,133 6,111 2,967 4,371 1,541 3,275 63,381 27,155 12,607 71,080 28,535 13,283 10,490 13,005 121,402 145,580 3% 1% 1% 0% 0% 1% 9% 2% 1% 1% 0% 0% 1% 0% 12% 18% 15% Jordan Jordan 1 341 9,426 5,285 2,602 7,530 7,425 3,369 7,794 3,463 93,792 20,278 24,110 16,620 108,027 138,914 171,148 4% 1% 0% 0% 0% 0% 1% 3% 1% 6% 0% 0% 0% 1% 0% 6% 12% Syria Syria 34 876 9,174 1,178 1,198 1,953 4,221 2,436 3,637 1,026 8,471 27,323 38,100 13,631 69,526 45,081 137,704 6% 3% 2% 1% 0% 0% 1% 5% 3% 3% 2% 1% 0% 1% 0% 13% 15% Lebanon Lebanon 0 135 994 6,574 2,594 8,472 6,406 9,441 48,472 19,528 12,146 60,802 30,003 37,217 47,230 97,921 192,094 4% 2% 1% 0% 0% 3% 5% 2% 0% 0% 3% 0% 29% 20% 11% 39% 42% Gaza Gaza 77 333 7,996 2,821 5,320 1,473 34,278 13,828 20,404 57,968 24,418 35,132 219,600 234,579 128,956 299,005 488,180 Programme Budget Programme Education Health RSSP Infrastructure Direction Executive Protection Support Total Grand Streams Funding All Education Health Relief Infrastructure Directive Executive Protection Support Microfinance Total Grand Actual expenditure by Programme, 2019 (Thousands of United States Dollars) 2019 (Thousands States of United Programme, by Actual expenditure united nations relief and works agency for palestine refugees in the near east 23 1% 3% 8% 14% 56% 18% 100% Total 6,459 25,858 58,522 107,814 423,325 140,108 762,085 0% 0% 0% 0% 0% 8% 8% 0 0 22 Headquarters 490 381 58,869 59,763 0% 3% 7% 1% 1% 2% 16% West Bank West 1,971 7,318 26,362 55,586 11,305 18,859 121,402 0% 3% 1% 2% 2% 11% 18% Jordan 813 6,758 19,903 85,790 12,715 12,935 138,914 0% 1% 3% 0% 0% 1% 6% Syria 432 8,799 1,832 1,239 7,461 25,318 45,081 0% 2% 6% 1% 2% 2% 13% Lebanon 985 4,009 18,936 43,732 15,639 14,620 97,921 0% 4% 1% 2% 4% 28% 39% Gaza 1,768 5,561 33,814 17,601 27,362 212,899 299,005 SO1: Refugees’ Rights under SO1: Refugees’ and Protected are International Law Promoted Health is Protected SO2: Refugees’ Is Reduced and the Disease Burden Complete Children SO3: School-Age Basic and Inclusive Equitable Quality, Education Are SO4: Refugee Capabilities Increased for Strengthened OpportunitiesLivelihood meet their able to SO5: Refugees are shelter basic human needs of food, health and environmental and Efficient SO6: Effective and SupportGovernance Total Grand Programme Budget Programme Actual expenditure by Programme, 2019 (Thousands of United States Dollars) 2019 (Thousands States of United Programme, by Actual expenditure 24 2019 annual operational report 1% 5% 13% 40% 27% 14% 100% Total 15,414 60,854 149,588 471,425 314,285 158,317 1,169,884 0% 0% 0% 0% 0% 3% 3% 7 227 381 245 Headquarters 1,581 32,737 35,178 0% 2% 5% 1% 1% 2% 12% West Bank West 3,733 27,654 62,371 13,101 16,813 21,907 145,580 0% 2% 8% 1% 2% 1% 15% Jordan 1,472 23,700 97,594 12,461 21,031 14,890 171,148 0% 1% 3% 0% 6% 1% 12% Syria 1,571 3,443 11,564 35,224 69,441 16,461 137,704 0% 2% 5% 2% 5% 2% 16% Lebanon 1,965 29,237 53,594 23,378 62,000 21,920 192,094 0% 5% 1% 4% 19% 12% 42% Gaza 5,092 8,091 57,206 50,401 222,635 144,755 488,180 SO1: Refugees’ Rights under SO1: Refugees’ and Protected are International Law Promoted Health is Protected SO2: Refugees’ Is Reduced and the Disease Burden Complete Children SO3: School-Age Basic and Inclusive Equitable Quality, Education Are SO4: Refugee Capabilities Increased for Strengthened OpportunitiesLivelihood meet their able to SO5: Refugees are shelter basic human needs of food, health and environmental and Efficient SO6: Effective and SupportGovernance Total Grand All Funding Streams Funding All united nations relief and works agency for palestine refugees in the near east 25

chapter two: annual reporting under the unrwa programme budget 26 2019 annual operational report 2.1. strategic outcome one results analysis: refugees’ rights under international law are protected and promoted

Throughout 2019, UNRWA continued to strengthen the Recommendations stemming from biennial UNRWA protection of vulnerable and at risk groups by: (i) further protection audits were finalized in July 2019, with efforts developing the capacity of frontline staff; (ii) coordinating safe to address them beginning in the second half of the year. and meaningful access to life saving services; (iii) promoting Cooperation between the HQ education programme, ICIP and communities to identify and address protection concerns; and the protection division also continued to identify and support (iv) advocating for the rights of Palestine refugees and raising children with disabilities, leading to 71.7 per cent of students protection issues of concern with the relevant authorities and identified as having a disability receiving support, a 90.24 per other duty bearers.60 In order to effectively carry out these cent increase on 2018. functions, 6,544 staff across all fields of Agency operation were Protection concerns affecting Palestine refugees were also trained on protection principles and their practical application. documented, including non-admission, refoulement and legal Training courses conducted in 2019 included on the inclusion status. The Agency engaged with Host Governments, asylum of persons with disabilities specific for infrastructure and camp authorities, specialized organizations and other UN entities improvement (ICIP) and health programme staff, Gender- on these issues to secure remedial action. By the end of 2019, Based Violence (GBV) case management, a survivor-centred UNRWA had made 507 interventions targeting external actors approach to addressing GBV and in relation to the Addressing and duty bearers concerning protection issues. Violence Affecting Children initiative. UNRWA’s health, RSS and protection programmes also continued to work together The Multilateral Organisation Performance Assessment on the introduction and mainstreaming of MHPSS services, Network (MOPAN) review of UNRWA was issued in June 2019 started in 2018. In 2019, 98,401 MHPSS consultations were and highlighted a deteriorating protection situation in many provided across all fields of Agency operation. fields of Agency operation against limited resources that have largely been projectized.61 By way of response, UNRWA UNRWA continued to promote equal and dignified access commissioned a strategic review of the protection function to services by all Palestine refugees including persons with to rethink the delivery of the Agency’s protection agenda disabilities, the elderly, undocumented married women in a resource-constrained environment. This review will be and girls and women and child headed households. completed in 2020.

Baseline Indicator Location Target 2020 62 Actual 2019 Target 2021 (Actual 2018) Number of protection (advocacy) WBFO 146 N/A 176 N/A interventions, including formal letters, SFO 126 N/A 108 N/A concerning protection issues undertaken GFO 68 N/A 79 N/A by UNRWA targeting external actors and LFO 125 N/A 115 N/A duty bearers JFO 15 N/A 11 N/A UNRWA 480 N/A 507 63 N/A Source: Protection database (if available) and/or formal and informal UNRWA reports and public information reports. Frequency: Quarterly

Throughout 2019, the Agency continued to advocate for the response to the Gaza protests) and emerged during the year, rights of Palestine refugees and raise protection issues of including Syria Field Office (SFO) advocacy for humanitarian concern with the relevant authorities and other duty bearers. access to areas which returned to Government control. During the course of the year, 507 protection advocacy UNRWA-wide, advocacy efforts during the reporting period interventions were undertaken, 27 more than in 2018. The covered a wide range of protection issues, including: (i) the high number of advocacy interventions reflected protection impact of the Syrian conflict on Palestine refugees, including concerns that both continued into 2019 (e.g. ISF use of force in in relation to the protection of civilians, freedom of movement, united nations relief and works agency for palestine refugees in the near east 27 humanitarian access, civil documentation and housing, land challenges, individual advocacy interventions demonstrated and property rights; (ii) the rights of PRS living in Jordan and that results could be achieved in relation to areas of concern. Lebanon, including in relation to legal stay, return and forcible For example, in 2019, through focused advocacy, the WBFO return raising concerns of refoulement; (iii) home demolitions contributed to a reduction in the exposure of refugees to the and forced displacement in the West Bank; (iv) access to the excessive use of tear gas in Aida refugee camp by the ISF. labour market for PRL; and (v) ISF use of force in relation to The types of UNRWA advocacy interventions included bilateral GMR demonstrations in Gaza. meetings, briefings and field visits, formal correspondence All Agency field offices undertook advocacy interventions with duty bearers and submissions to relevant human rights in 2019; however, the extent to which these activities were mechanisms on issues of alleged violations of international undertaken depended on the level of direct engagement law. In this regard, UNRWA made a total of 14 submissions and with duty bearers, the prevailing security environment and briefings to international human rights mechanisms at their the capacity of restructured protection teams. Despite these request and covering the West Bank, Gaza, Lebanon and Syria.

Baseline Target 2020 65 Actual 2019 Target 2021 Indicator Location (Actual 2018) 64 (%) (%) (%) (%) Percentage of protection mainstreaming WBFO 44.0 80.0 5.0 80.0 recommendations from internal protection SFO 33.0 68.0 0.0 100.0 audits implemented GFO 42.0 86.0 6.0 90.0 LFO 47.1 80.0 23.0 80.0 JFO 17.8 86.0 11.0 90.0 UNRWA 35.8 77.8 9.0 88.0 Source: Recommendations Matrix Frequency: biennial (every two years)

The most recent biennial protection audits were finalized in and women’s empowerment is enshrined in its Gender Equality late July 2019. They assessed the degree of alignment with the Policy (2007) and the Gender Equality Strategy 2016-2021 (GES)67 Agency’s protection mainstreaming principles by programme and that are being implemented in tandem with the MTS 2016-22. field.66 The protection audits were conducted by Protection staff Building on a ‘dual-track’ approach that focusses on changes to and involved extensive stakeholder engagement, including 20 organizational culture and front line service delivery, during the meetings with 134 Agency staff and 40 focus group discussions reporting period, the Agency advanced GES implementation with 456 Palestine refugees benefitting from UNRWA services. through individual field office gender action plans that focused The Agency’s programmes agreed 104 recommendations to on: (i) the development of staff capacity on a broad range be implemented during 2019-20. Recommendations included of protection issues including gender mainstreaming, GBV, on the non-discriminatory access to UNRWA services and Sexual Exploitation and Abuse (SEA) and gender-sensitive non-discriminatory admission and retention in the Agency’s school curricula; and (ii) gender-sensitive programming and educational institutions. affirmative action that included the incorporation of a gender perspective in relation to the rehabilitation of shelters, schools In the second half of 2019, the Agency’s programmes developed and HCs, involving men in pre-conception care and family plans and initiated the implementation of the recommendations. planning, addressing child marriage through awareness raising The relatively low rate (9.0 per cent) of recommendations fully sessions and promoting female economic participation through implemented by the end of 2019 reflects the short, five-month vocational training. period for their realization. Implementation of a further 66.6 The roll out of the gender marker68 continued in 2019.The per cent of recommendations had been initiated by the end of MOPAN report on UNRWA, published in June 2019, highlighted 2019 and is expected to be completed in 2020, approximating that 64.4 per cent of the Agency’s programme budget contributed the 2020 target of 77.8 per cent. These include a number of in a significant way to gender mainstreaming.69 Capacity measures to close protection gaps in policies and procedures, development in support of gender marker implementation such as the development of a new technical instruction to within project proposals also continued. In 2019, a training ensure access to maternal health for single women and women course was produced for staff developing project proposals without marriage certificates. Additional technical instructions and was piloted in the LFO for 15 staff members. This training are also being formulated on the admission of married and/or will be extended to other fields in 2020. pregnant girls to UNRWA educational institutions, as well as on safety and security in education installations. During the reporting period, UNRWA continued to build awareness and knowledge around gender equality. To this end, Gender mainstreaming the Agency network of 70 gender focal points supported staff The Agency’s commitment to the promotion of gender equality in mainstreaming gender considerations into programmes. The 28 2019 annual operational report

Agency also launched an UNRWA-wide gender forum as a space second generation accountability framework for 2018-22). to share best practice with staff and partners. Four sessions were Two of the four targets for new indicators introduced in UN- organized during the year, with topics discussed including: sexual SWAP 2.0 were missed, including Performance Indicator 1 on and reproductive rights in a crisis context, women’s economic “Strategic planning gender-related SDG results” and Performance empowerment, the contribution of cash assistance to gender Indicator 2 on “Reporting on gender-related SDG results”. One equality and the participation of youth in the promotion of other new indicator, Performance Indicator 3 on “Programmatic gender equality. As in previous years, the Agency joined UN- gender-related SDG results not directly captured in the strategic wide celebrations in support of International Women’s Day and plan”, was not assessed as applicable to the Agency. Three of organized 44 gender awareness-raising initiatives, including TV the four targets related to strengthened indicators were also spots, film showings, theatre shows, sports tournaments and missed. These included Performance Indicator 3 on “Evaluation”, public discussions across all areas of UNRWA operation. Performance Indicator 13 on “Organisational culture” and Performance Indicator 17 on “Coherence”. 70 In their assessment Work on the implementation of the UN System-wide Action of the Agency’s performance against the UN-SWAP 2.0 indicators, Plan on Gender Equality and the Empowerment of Women UN Women encouraged the Agency to increase financial resource (UN-SWAP) continued. In 2019, the Agency met or exceeded allocations for gender-related activities and accelerate efforts performance on only seven of 17 indicators and was, for the to achieve the equal representation of women at all levels.71 An first time, below the average UN system performance. The action plan was developed to improve performance in 2020. Agency’s performance was affected by the introduction of new and more challenging indicators in UN-SWAP 2.0 (the

Students prepare for the 16 Days of Activism against GBV at Rimal Preparatory School, Gaza. © 2019 UNRWA Photo by Ibraheem Abu Usheiba united nations relief and works agency for palestine refugees in the near east 29

Gender-based violence Persons with disabilities Combining different tools and methodologies developed The Agency adopts a twin-track approach to ensure the full between 2017 and 2019 as part of the “Building Safety to inclusion of Palestine refugees with disabilities. This entails Reduce GBV in Emergencies” project, UNRWA developed a the provision of ‘targeted/tailored interventions’ to meet capacity building initiative that worked on changing staff the individual disability-specific needs of Palestine refugees, knowledge, practice and attitudes. From its launch in October coupled with ‘disability mainstreaming’, whereby all UNRWA 2017 until its finalisation in August 2019, the project supported programmes and services are designed to ensure that they are the development of the Agency’s GBV competency framework, usable by and/or reach beneficiaries with disabilities. trained 600 staff on better understanding GBV and introduced an e-learning GBV risk mitigation in emergencies course that In 2019, the Agency provided services to 26,743 Palestine was undertaken by 454 staff members. Through this initiative, refugees with disabilities (11,788 female and 14,955 male), on-the-job coaching for 199 staff was provided, focussing either directly or through partnerships with community on the three main competencies of the survivor-centred based rehabilitation centres.73 These services included: (i) approach: communication, counselling and supervision skills. the provision of direct or indirect assistive devices to increase A further eight GBV focal points were appointed to work in access to services by persons with disabilities; (ii) support to UNRWA schools. community-based rehabilitation services for persons with visual and hearing impairments, children with cerebral palsy In parallel, the RSS programme initiated a comprehensive and intellectual disabilities, as well as refugees requiring social work reform with the aim of professionalising at least speech and physical therapy; and (iii) community awareness 250 social workers across the five fields of Agency operation raising activities to promote positive attitudes within the to carry out case work and case management. GFO and LFO community towards the inclusion of persons with disabilities. completed the training of 130 social workers that included comprehensive management of GBV within families. An Disability mainstreaming was also undertaken by UNRWA internal referral mechanism across UNRWA programmes was programmes. The Agency’s education, RSS and health established to manage critical risk cases, including those programmes and protection division worked to identify related to GBV. children with disabilities and support their inclusion in the During the reporting period, an internal end line study that education system, in line with the UNRWA Inclusive Education measured and compared perceptions and practices related (IE) approach. Some 71.74 per cent of students identified to GBV prevention - before the establishment of the Agency’s as having a disability received support in 2019, a 90.24 per GBV Prevention Framework in 2017 - was conducted. Results cent increase on 2018. Through the health programme, 90 demonstrated that: (i) UNRWA has taken important steps to frontline and management medical staff were trained on mainstream GBV through its programmes; (ii) staff awareness, inclusive health services, while 71 engineers were trained on knowledge and understanding regarding GBV prevention has how to incorporate accessibility standards into the design, improved; and (iii) Agency partners clearly recognise UNRWA’s construction and maintenance of the Agency’s installations. comparative advantage in relation to GBV prevention. The Furthermore, 101 schools and 12 HCs were either constructed, study also concluded that a GBV response (as opposed to reconstructed or upgraded in accordance with UNRWA prevention) focus still dominates and cultural factors remain technical standards and ‘Guidelines for Physically Accessible barriers for some staff to acknowledge and address GBV. While Environment’. it was noted that the Agency’s investment in developing a In 2019, the Agency made a total of 14 submissions and GBV learning culture has paid dividends, the study also found briefings to international human rights mechanisms in that results monitoring systems required strengthening and accordance with UNRWA’s Framework for Effective Engagement further investments were necessary to ensure the systematic with the International Human Rights System (2011). Many of integration of prevention across the whole spectrum of the these addressed the use of violence related to possible violations Agency’s operations. of international law resulting in physical injury and psychological In November and December 2019, the Agency joined the trauma potentially causing long-term disabilities, as well as the 16 Days of Activism against GBV campaign and used events impact on the rights of Palestine refugees with disabilities. The to accelerate the implementation of its GBV prevention Agency also advocated both publicly and privately on issues framework. To this end, some 120 activities were organized of concern for refugees with disabilities or actions likely to across the five fields of UNRWA operation, including plays, cause disability. This included through the report, published in art sessions, open forum discussions, workshops on women’s March 2019, on ‘Gaza’s “Great March of Return”, one year on’. The rights and family law and film / television programme report highlighted that as a result of the ISF responses to the screenings. The latter included “The Shop of Engineer Lina’s GMR, more than 2,729 patients had been treated in 22 UNRWA Father”, a mini-series that narrates throughout its episodes the primary health facilities. The use of live ammunition against the different mechanisms to prevent, mitigate and respond to the demonstrators had resulted in serious injuries, including those risk of GBV. By the end of the year, the six episodes of the series causing long-term disabilities with life-changing implications. had attracted over 260,000 online views.72 The Agency continued its engagement with other UN entities 30 2019 annual operational report and international mechanisms for disability inclusion. UNRWA The UNDIS, which comprises a policy and accountability actively participated in the Inter-Agency Standing Committee framework towards disability inclusion, will be used by the (IASC) Task Team on Disability Inclusion and in the Working Agency to consolidate its achievements towards disability Group for the launch and dissemination of the IASC Guidelines inclusion. In December 2019, UNRWA launched the process of on the Inclusion of Persons with Disabilities in Humanitarian aligning its Disability Inclusion Strategy with the new UNDIS in a Action. Furthermore, UNRWA participated in the consultations kick-off meeting with all senior managers, chaired by the Acting towards the development of the United Nations Disability Commissioner-General. Inclusion Strategy (UNDIS) and its piloting from March 2019. united nations relief and works agency for palestine refugees in the near east 31 2.2. strategic outcome two results analysis: refugees’ health is protected and the disease burden is reduced

In 2019, UNRWA continued to deliver comprehensive PHC to prevention and condition management.74 Maternal and child Palestine refugees while supporting the ability of the most health outcomes, including immunization rates, remained vulnerable to access secondary and tertiary care. Universal strong, and the Agency continued to strengthen areas where access to PHC was provided through the Family Health services could be further improved, such as in schools and Team (FHT) approach, a person-centred platform focused in relation to reproductive health, e-health integration and on the provision of comprehensive care for the entire family. through the incorporation of mental and school health into Emphasising long-term provider-patient/family relationships, the e-health system. During the reporting period, e-health the approach is designed to improve the quality, efficiency was rolled out to nine additional HCs in Syria, a considerable and effectiveness of health services. accomplishment in light of the ongoing conflict and severe logistical and technological challenges. In addition, 12 HCs Despite the ongoing conflict in Syria, the fragile political and were renovated to improve the health care environment economic environment in Lebanon and continuing restrictions through the development of structures that, in line with the and political instability in Gaza and the West Bank, Agency- FHT approach and e-Health, facilitate improved patient flow wide annual health targets were either met or surpassed for the and the application of protection standards. In total, 72 per majority of indicators. In response to the increasing incidence cent of all Agency HCs now meet enhanced quality care of non-communicable diseases (NCDs) among Palestine standards. refugees, UNRWA continued to introduce new screening, tests, medicines and public awareness campaigns to promote

Baseline Indicator Location Target 2019 Actual 2019 Target 202175 (Actual 2018) Average daily medical consultations per WBFO 76.0 75.2 76.2 74.0 doctor SFO 82.0 80.4 73.1 75.0 GFO 82.0 82.0 81.0 80.0 LFO 84.0 82.3 73.4 75.0 JFO 86.0 80.0 86.2 78.0 UNRWA 82.0 80.0 78.0 76.4 Source: UNRWA Health Department routine reports Frequency: Quarterly

A Palestine refugee receives a medical consultation at the UNRWA Al- Fakhoura HC, Gaza. © 2020 UNRWA Photo by Khalil Adwan 32 2019 annual operational report

In 2019, across all fields of UNRWA operation, HC doctors The 2019 Agency-wide targets for average daily medical provided 8,723,118 (5,249,093 for females and 3,474,025 for consultations per doctor were not fully met due to: (i) a 6.9 males) PHC consultations, including 4,215,247 consultations per cent increase in the number of medical consultations in Gaza, 1,695,966 in Jordan, 1,126,299 in the West Bank, provided in Jordan (1,695,966 consultations in 2019 against 881,064 in Lebanon and 804,542 in Syria. Children under the 1,587,015 in 2018); and (ii) Agency funding shortages that age of five accounted for 852,831 consultations. Palestine limited recruitment efforts. This meant that posts vacated due refugees accessed an additional 98,401 MHPSS consultations to retirement or for any other reason were not replaced except (81,718 of which were for female patients and 16,683 for male for critical posts that were filled by daily paid staff who tended patients) during the reporting period, an increase of almost to be less well trained. This approach, while necessary under three per cent compared to 2018 (95,795 consultations) and the circumstances, created efficiency gaps. an indication of increased demand for this service.

Baseline Indicator Location Target 2019 Actual 2019 Target 2021 (Actual 2018) Number of HCs fully implementing WBFO 43 43 43 43 eHealth system. SFO 11 18 20 26 GFO 22 22 22 22 LFO 27 27 27 27 JFO 26 25 76 25 25 UNRWA 129 135 137 143 Source: UNRWA Health Department routine reports Frequency: Quarterly

Conceived as part of a comprehensive strategic reform of the Enhanced maternal and child health was also facilitated Agency’s health programme, e-Health is a patient-centred, in 2019 through the launch of an electronic maternal and web-based application that allows UNRWA to generate child health mobile application (e-MCH) that can be easily electronic medical records with a view to the realization downloaded to the mobile phones of new and expecting of ‘paperless clinics’. E-health medical records use the Palestine refugee mothers. Granting these patients instant International Statistical Classification of Diseases (ICD), the access to information on pregnancy and childcare, e-MCH foundation for the identification of health trends and statistics is linked to the UNRWA e-health database and enables new globally and the international standard for health reporting. ICD and expecting mothers to instantly retrieve their electronic defines the universe of diseases, disorders, injuries and other medical files. In addition, the application facilitates effective related health conditions, listing these in a comprehensive, health care through the use of customised push notifications hierarchical fashion; translating the diagnoses of diseases and that alert users as to upcoming appointments and health tips other health problems from words into an alphanumeric code, based on the stage of the pregnancy/age of infants. The e-MCH which permits the easy storage, retrieval and analysis of data. application has proven to be an effective tool in improving Through e-Health, Agency HC staff – observing confidentiality interaction between medical staff and patients while reducing – are able to easily collect, store, access and communicate the number of phone inquiries and in-person visits to HCs. patient data, administrative innovations that have reduced Based on a successful pilot in Jordan, e-MCH was successfully the number of medical consultations, allowing for longer rolled out to other fields of Agency operation. As at the end of doctor/patient consultations and reduced waiting times. the year, 134,848 accounts had been operationalized. This has resulted in health staff being able to provide more By the end of 2019 e-Health was operational across 137 out accurate medical advice based on patient medical histories of 141 UNRWA HCs, overachieving the 2019 Agency-wide that can be electronically retrieved. The system has also target of 135. In Syria, nine, against a targeted seven HCs facilitated enhanced monitoring and reporting capabilities were equipped with e-Health during the reporting period through the automatic generation of 29 standard qualitative with further system expansion being expected in 2020 as the and quantitative reports, enabling evidence-based decision- security situation, infrastructure and connectivity allow. making. united nations relief and works agency for palestine refugees in the near east 33

Baseline Target 2019 Actual 2019 Target 2021 Indicator Location (Actual 2018) (%) (%) (%) (%) Percentage of HCs77 meeting UNRWA WBFO 57.1 60.0 59.1 48.0 facilities protection design standards SFO N/A N/A N/A N/A GFO 77.3 80.0 78.3 85.0 LFO 25.9 29.0 66.7 18.0 JFO 82.4 82.4 83.3 31.0 UNRWA 57.5 59.8 72.0 41.3 (excl. SFO) (excl. SFO) (excl. SFO) (excl. SFO) Source: ICIP documents and reports Frequency: Annual

UNRWA recognises the importance of ensuring that its health Jordan. All reconstructed HCs were made physically accessible facilities are accessible to enable persons with disabilities to to all refugees and staff, including persons with disabilities, fully realize their right to healthcare. To this end, in accordance while in the upgraded HCs physical accessibility was with an Agency-wide plan, UNRWA is implementing measures enhanced especially for persons with physical impairments. to ensure a physically accessible environment for all HCs. Safety measures were also integrated, including strengthened As at the end of 2019, a total of 72 per cent of UNRWA HCs structural integrity, improved fire safety provisions and better met protection design standards, exceeding the target of hygiene and infection control measures. These measures also 59.8 per cent. New facilities are designed and constructed reflected specific gender and spatial requirements of the in accordance with accessibility guidelines while all existing FHT approach, including privacy, patient flow, health team facilities, built on or before 1 January 2017, are being gradually composition and zoning. upgraded. The reconstruction, upgrade and maintenance of HCs support

The physical design of health facilities plays an important good health care practice while improved infrastructure and role in improving the quality of patient care while reducing layouts have facilitated key reforms, including provisions staff stress and fatigue. In this regard, the Agency either for electronic medical records as well as the introduction constructed, upgraded or reconstructed 12 HCs in 2019 - five of automated queuing systems that have streamlined the in Gaza, five in Lebanon, one in the West Bank and one in handling of medical appointments.

Baseline Indicator Location Target 2019 Actual 2019 Target 2021 (Actual 2018) Number of EPI vaccine preventable disease WBFO 0 0 0 0 outbreaks SFO 0 0 0 0 GFO 0 0 1 0 LFO 0 0 1 0 JFO 0 0 0 0 UNRWA 0 0 2 0 Source: UNRWA Health Department routine reports Frequency: Quarterly

In coordination with the Expanded Programme of appointments. In 2019, the Agency participated in annual Immunization (EPI), continued high levels of immunization national vaccination campaigns and partnered with domestic coverage across the five fields of UNRWA operation ensured and international agencies, the Ministries of Health, WHO and the prevention of outbreaks of vaccine preventable diseases. the United Nations Children’s Fund (UNICEF) in Host Countries During the reporting period, a total of 434,143 children to ensure ‘social immunity’ among all children living in each under 60 months of age were registered at Agency PHC field of UNRWA operation. facilities, of whom 128,221 were newly registered infants. Though the Agency’s EPI efforts and high coverage rates In 2019, immunization coverage reached 99.4 per cent for contributed to the control of potential outbreaks, the Agency registered 12-month-old children and 99.4 per cent for underachieved against the 2019 target (two EPI vaccine 18-month-old children, a coverage rate above the World preventable disease outbreaks – one outbreak in each of Health Organization (WHO) immunization target of 95.0 Lebanon and Gaza - against the targeted zero outbreaks). In per cent. Factors contributing to the Agency’s success Lebanon, 165 cases of Hepatitis A were recorded in include a consistent supply of essential vaccines and a well- HC. In an early and effective response, UNRWA worked established appointment scheduling system, complemented closely with Lebanon’s Ministry of Public Health (MoPH) and by continuous follow-up of children who miss pre-scheduled 34 2019 annual operational report other local stakeholders to map the disease’s spread, identify between six months and 12 months were vaccinated. This was and effectively address the source. In addition, awareness supplemented by an awareness-raising campaign conducted sessions on Hepatitis A prevention measures and proper in all HCs in Gaza. Vaccinations of HC staff aged between hygiene practices were organized inside the camp, including 20 and 40 years of age were also administered. UNRWA in schools. These efforts effectively controlled the outbreak continued its cooperation with Host Authorities and with and stopped the propagation of the disease. In Gaza, 20 cases WHO and participated in immunization campaigns across of measles were identified, with cases registered in the Beach, all fields. In addition, UNRWA focused on strengthening the Zaitoun, Jabalia, Rimal, Talsultan, Gaza Town and Nuserait surveillance of emerging and re-emerging diseases. Close HCs. The outbreak was linked to travellers from neighbouring coordination was maintained with the Host Countries’ countries where large measles outbreaks had occurred. The Ministries of Health for surveillance of communicable Agency maintained close surveillance of the outbreak and diseases, outbreak investigation, and supply of vaccines and launched a one-week campaign to ensure all infants aged exchange of information.

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

Baseline Target 2019 Actual 2019 Target 2021 Indicator Location (Actual 2018) (%) (%) (%) (%) Percentage of targeted population WBFO 28.5 29.1 33.6 40.0 screened for diabetes mellitus SFO 12.5 12.8 17.0 15.0 (aged 40 years and above) GFO 31.3 31.5 32.5 22.0 LFO 22.3 22.7 24.4 15.0 JFO 13.1 13.4 13.2 9.0 UNRWA 21.7 21.9 23.6 20.2 Source: UNRWA Health Department routine reports Frequency: Quarterly united nations relief and works agency for palestine refugees in the near east 35

The prevalence of NCDs among Palestine refugees is increasing, female and 118,849 were male. The 2019 Agency-wide target with diabetes mellitus (DM), hypertension, cardiovascular and was surpassed due to a strategy of mandatory screening for chronic respiratory diseases the primary cause of death across Palestine refugees presenting with at least one risk factor all Agency fields of operation. These conditions are further including smoking, obesity and / or a family history of DM impacted by an ageing population and sedentary / unhealthy or hypertension. Agency-wide, 156,515 diabetic patients lifestyles. Palestine refugees, particularly PRS, are especially received care during the year, 61 per cent of whom were vulnerable to NCDs, as many fled the conflict with limited female, reflecting a higher degree of willingness amongst resources, endure conditions of prolonged displacement females to seek medical assistance. and deepening poverty, and thus struggle to pursue healthy lifestyles and access adequate care. In order to improve early detection rates, during the reporting period, UNRWA introduced standardised NCD technical Employing an ‘at-risk’ approach, UNRWA provides screening instructions across all fields of Agency operation. In 2020, for DM among high-risk groups, including persons aged 40 UNRWA plans to review the diagnostic facilities for diabetic years and above, a key focus in the prevention, early detection patients (HBA1C tests) and potentially increase testing or delayed onset of the disease. In 2019, a total of 197,422 frequency from one to two tests per year per patient for Palestine refugees over 40 were screened for DM, including closer monitoring and stricter follow-up of control status. The 81,245 in Gaza, 36,104 in Jordan, 21,374 in Lebanon, 16,838 in Agency also plans to review the laboratory methods used in Syria and 41,861 in West Bank. Of those screened, 78,573 were each field in order to standardise these processes.

Baseline Target 2019 Actual 2019 Target 2021 Indicator Location (Actual 2018) (%) (%) (%) (%) Percentage of UNRWA hospitalization WBFO 2.7 2.8 2.1 4.0 accessed by SSNP SFO 18.8 19.7 39.1 20.0 GFO 17.8 23.0 37.7 16.0 LFO 32.6 34.2 34.1 24.0 JFO 15.5 15.5 15.9 17.0 UNRWA 16.2 19.2 23.7 16.2 Source: UNRWA Health Department routine reports Frequency: Quarterly

UNRWA provides secondary and tertiary healthcare to Palestine to prevent prohibitive healthcare expenditure and facilitate refugees through contracts with hospitals or by reimbursing access to life-saving treatment. In total, 88,075 patients were a high proportion of the costs incurred for inpatient care at admitted for hospital care in 2019, including 27,092 patients in public, non-governmental and private healthcare facilities. In the West Bank (575 of whom were SSNP beneficiaries), 14,415 addition, the Agency runs Qalqilya Hospital in the West Bank.78 in Syria (5,643 SSNP), 10,966 in Gaza (4,134 SSNP), 26,698 in Lebanon (9,097 SSNP) and 8,904 in Jordan (1,413 SSNP). In 2019, the UNRWA-wide target for the percentage of Agency Females accounted for 66 per cent of all admissions (58,134). hospitalizations accessed by SSNP was exceeded, particularly Faced with increasing needs against finite financial resources, in Syria and Gaza. In line with UNRWA’s MTS 2016-22, UNRWA increased the health programme’s effectiveness and hospitalization technical instructions extended priority to the efficiency through the enhanced analysis of hospitalization most vulnerable Palestine refugees. There was an increased records to prevent overuse. Through a strict gate-keeping demand for hospital care in SFO and GFO, in particular, mechanism and close monitoring of hospital referrals from due to disrupted public health infrastructure. In WBFO and Agency clinics and emergency/self-admissions, further JFO, Palestine refugees have access to Host Government efficiencies were achieved. In addition, hospitalization data hospitalization schemes that can prove less costly than the audits were performed to ascertain the appropriateness of small co-payment requested by the Agency for its services. length of stay and services rendered by hospitals for specific Palestine refugees residing in Lebanon continued to be conditions. It is anticipated that the costs of hospitalization will without access to Host Government healthcare and remained increase in 2020 due to inflation in the secondary and tertiary more reliant on UNRWA services, including hospitalization. care markets and population growth. The recent political turmoil in Lebanon, active conflict in Syria and poor socio- The Agency-wide strategy to ensure that hospital care is economic conditions in the West Bank and Gaza also serve available for the most vulnerable segment of the Palestine to increase costs. In 2020, UNRWA will continue to negotiate refugee population continued across all five fields of operation. better cost and service agreements with its providers to Priority was afforded to families registered under the SSNP counteract inflationary pressures. 36 2019 annual operational report 2.3. strategic outcome three results analysis: school-aged children complete quality, equitable and inclusive basic education

Notwithstanding the increasingly challenging context, conflict. The percentage of students with disabilities provided the UNRWA education programme successfully met the with support according to their needs increased from 37.71 majority of its targets in 2019 and continued its work to per cent in 2018 to 71.74 per cent in 2019. The EiE programme embed, enrich and sustain the education reform efforts it continued to enable increased psychosocial support, parental implemented between 2011-2016. An external performance engagement and safety and security efforts to facilitate access assessment, commissioned by several top donors through the to education in times of crisis. In relation to gender equity, MOPAN, commended the Agency for its systemic reform in with the notable exception of an increasing male preparatory education and said that it is “characterized by a high technical dropout rate, the majority of gains in key education indicators competence,” efficiency and quality.79 were reflected among both male and female students. The student survival rate, which represents the proportion of The work of the Education programme to enhance systems students expected to reach the final grade of basic education for gathering, monitoring and engaging actively with relevant offered in UNRWA schools, increased from 96.2 per cent in the data to improve quality, equity and inclusion at multiple levels 2017/18 school year to 96.7 per cent in 2018/19. This sustained continued. In 2019, the UNRWA-wide Education Management increase is especially impressive when compared with regional Information System (EMIS) Student Module was enhanced to and global statistics. According to the latest available data better meet the data needs of the fields, with considerable from the United Nations Educational Scientific and Cultural progress made in the development of the Staff and the Organization (UNESCO), the average survival rate to the last Premises modules. The Agency also continued to strengthen grade of lower secondary education was 97.6 per cent for the implementation of its School Quality Assurance (SQA) Organization for Economic Co-operation and Development process. The SQA process is one of rigorous review of a school (OECD) countries and 94.33 per cent for Gulf Cooperation with resultant clear linked recommendations and subsequent Council (GCC) countries.80 However, underlying this positive tailored support. A monitoring ‘tree’ for the SQA process has overall trend was some degree of variation between Agency been developed and integrated into the EMIS Staff module. fields of operation and by gender. Of note here is that UNRWA In the future, it is critical that UNRWA fully deploys these data, is monitoring and working to address increasing male dropout monitoring and quality assurance systems to ensure that rates at the preparatory level in some fields of operation. the principles, practices and professional structures of the reform, and of the MTS 2016-22, are embedded, sustained and Towards greater student inclusion, the Agency continued to enriched towards enhanced student learning outcomes. strengthen support for students with additional needs or those who risk losing education opportunities due to heightened

Baseline Target 2018/19 Actual 2018/19 Target 2020/21 81 Indicator Location (Actual 2017/18) (%) (%) (%) (%) Cumulative drop-out rate (elementary) WBFO 0.38 0.64 0.32 0.64 SFO 0.00 0.38 0.17 0.38 GFO 0.55 1.07 0.63 1.07 LFO 0.98 1.87 0.42 1.87 JFO 1.77 2.13 1.04 2.13 0.78 1.25 0.64 1.25 (incl. SFO) (incl. SFO) (incl. SFO) (incl. SFO) UNRWA 0.87 1.33 0.69 1.33 (excl. SFO) (excl. SFO) (excl. SFO) (excl. SFO) Source: EMIS Frequency: Annual united nations relief and works agency for palestine refugees in the near east 37

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

Baseline Target 2018/19 Actual 2018/19 Target 2020/2181 Indicator Location (Actual 2017/18) (%) (%) (%) (%) Cumulative drop-out rate (elementary) - WBFO 0.71 1.29 0.59 1.29 male SFO 0.00 0.52 0.20 0.52 GFO 0.86 1.75 1.04 1.75 LFO 1.10 2.31 0.33 2.31 JFO 1.92 2.17 0.85 2.17 1.02 1.72 0.85 1.72 (incl. SFO) (incl. SFO) (incl. SFO) (incl. SFO) UNRWA 1.13 1.84 0.92 1.84 (excl. SFO) (excl. SFO) (excl. SFO) (excl. SFO) Source: EMIS Frequency: Annual Baseline Target 2018/19 Actual 2018/19 Target 2020/21 Indicator Location (Actual 2017/18) (%) (%) (%) (%) Cumulative drop-out rate (elementary) - WBFO 0.15 0.19 0.13 0.19 female SFO 0.00 0.23 0.14 0.23 GFO 0.22 0.35 0.20 0.35 LFO 0.85 1.45 0.53 1.45 JFO 1.62 2.09 1.23 2.09 0.55 0.78 0.43 0.78 (incl. SFO) (incl. SFO) (incl. SFO) (incl. SFO) UNRWA 0.60 0.83 0.46 0.83 (excl. SFO) (excl. SFO) (excl. SFO) (excl. SFO) Source: EMIS Frequency: Annual 38 2019 annual operational report

At the Agency-level, cumulative elementary dropout rates which is known to increase the risk of dropout, as well as to continued to fall, with results ahead of plan for all fields and Agency efforts to provide targeted support for students at for both male and female students. This positive trend was risk of dropout. These interventions included counselling, driven by steep reductions in the dropout rate in Lebanon administrative interventions for students with long absences, and Jordan. Lebanon’s elementary dropout rate, which awareness sessions for parents and student access to co- had already been reduced to 0.98 per cent in 2017/18, was curricular and recreational activities. Elementary dropout was reduced further by more than half, to just 0.42 per cent in also reduced for both male and female students in the West 2018/19, exceeding the 2018/19 target of 1.87 per cent. This Bank and while this is attributed to enhanced support on is attributed to an emphasis on the psychosocial well-being of multiple fronts, the promotion of IE and restrictions on grade students through School Counsellors who were also trained in repetition in grades 1-4 are considered important factors. this period on the UNRWA Psychosocial Support Recreational The reduction in elementary cumulative dropout achieved at Activities Resource Guide, improved support for at-risk the aggregate Agency level was not observed in every field, students, including through a formative assessment approach with cumulative elementary dropout rates increasing in both of students’ learning and the use of the IE Toolkit. In addition, Syria and Gaza. In the case of Syria, although the elementary SQA visits facilitate school-level review and effective response dropout rate increased to 0.17 per cent in 2018/19, this result to potential dropout. The reduction in elementary dropout still overachieved against the target of 0.38 per cent and was rates in Jordan was also substantial and noteworthy given the lowest elementary dropout rate of any field. In Gaza, the that these have historically been much higher in Jordan than slight increase in the overall elementary dropout rate was in other fields. Between 2017/18 and 2018/19, elementary driven by an increase among male students as the dropout dropout rates in Jordan decreased from 1.77 to 1.04 per cent, rate for female students declined. Deteriorating economic a result that exceeded the 2018/19 Jordan specific target of conditions and overall well-being for students, their families 2.13 per cent and male elementary dropout rates were cut and communities were likely the major factors behind this nearly in half. This is attributed to reduced grade repetition, trend. This will be explored further in 2020.

Baseline Target 2018/19 Actual 2018/19 Target 2020/21 Indicator Location (Actual 2017/18) (%) (%) (%) (%) Cumulative drop-out rate (preparatory) WBFO 2.46 2.82 3.72 2.82 SFO 0.41 0.73 0.61 0.73 GFO 1.18 1.83 1.43 1.83 LFO 1.57 3.27 0.80 3.27 JFO 9.53 8.83 6.52 8.83 2.34 2.84 2.15 2.84 (incl. SFO) (incl. SFO) (incl. SFO) (incl. SFO) UNRWA 2.53 3.04 2.30 3.04 (excl. SFO) (excl. SFO) (excl. SFO) (excl. SFO) Source: EMIS Frequency: Annual Baseline Target 2018/19 Actual 2018/19 Target 2020/21 Indicator Location (Actual 2017/18) (%) (%) (%) (%) Cumulative drop-out rate (preparatory) - WBFO 3.65 3.72 6.77 3.72 male SFO 0.44 1.21 1.14 1.21 GFO 1.73 2.65 2.32 2.65 LFO 2.15 4.25 1.16 4.25 JFO 9.24 7.54 7.21 7.54 2.82 3.27 3.07 3.27 (incl. SFO) (incl. SFO) (incl. SFO) (incl. SFO) UNRWA 3.05 3.47 3.25 3.47 (excl. SFO) (excl. SFO) (excl. SFO) (excl. SFO) Source: EMIS Frequency: Annual united nations relief and works agency for palestine refugees in the near east 39

Baseline Target 2018/19 Actual 2018/19 Target 2020/21 Indicator Location (Actual 2017/18) (%) (%) (%) (%) Cumulative drop-out rate (preparatory) - WBFO 1.64 2.16 1.55 2.16 female SFO 0.38 0.27 0.09 0.27 GFO 0.62 0.97 0.50 0.97 LFO 1.07 3.27 0.49 3.27 JFO 9.85 10.32 5.73 10.32 1.87 2.41 1.22 2.41 (incl. SFO) (incl. SFO) (incl. SFO) (incl. SFO) UNRWA 2.01 2.62 1.33 2.62 (excl. SFO) (excl. SFO) (excl. SFO) (excl. SFO) Source: EMIS Frequency: Annual

At the preparatory level, targets for total cumulative dropout Worsening economic conditions in Gaza and Syria may have rates were over-achieved in all fields except in the West Bank, been a major contributing factor, with families compelled to resulting in an overall improvement and ahead-of-plan result encourage their male children to seek employment. In the West Agency-wide. This improvement was driven by substantial Bank, higher male dropout was also linked to students leaving decreases in Jordan where dropout rates were historically school to work, but this was attributed to slightly improved much higher than in other fields of UNRWA operation. During economic conditions where greater job opportunities for adults the reporting period, in Jordan the cumulative drop-out rate led local markets to turn to younger workers. For the West Bank, (preparatory) decreased from 9.53 per cent in 2017/18 to 6.52 the rise in preparatory male dropout led to a missed target for per cent in 2018/19, exceeding the target of 8.83 per cent. As male students and in relation to the total preparatory dropout with the decrease in elementary dropout, this is attributed rate. To address this gap, WBFO: (i) convened a workshop with to decreased grade repetition and a range of interventions principals of schools with a high dropout rate on how to work targeting students at risk of dropout. The preparatory dropout with PTAs and local communities to re-integrate students into rate in Lebanon was also cut nearly in half, falling to just 0.80 per the school system; and (ii) engaged local authorities in an effort cent in 2018/19, overachieving the target of 3.27 per cent. This is to secure their support and assistance in addressing this matter. attributed to similar factors to those involved at the elementary Overall, the outcome of these field-level trends was an increase level: targeted psychosocial support (PSS) activities, the use of in the UNRWA-wide male dropout rate from 2.82 to 3.07 per formative assessment and the IE Toolkit and a focus on dropout cent, although this was still ahead of the target of 3.27 per cent. within the SQA process. Female dropout rates at the preparatory level improved in Despite overall improvement at the Agency level, preparatory every field in 2018/19. In Jordan, the only field where females dropout rates increased in the West Bank, Syria and Gaza, due to had previously had higher dropout rates than their male an increase in dropout among male students. In the West Bank, counterparts, it fell below male dropout rates. This improvement the male preparatory dropout rate nearly doubled, increasing may indicate the success of Agency efforts to raise awareness of from 3.65 to 6.77 per cent against the 3.72 per cent target and in the negative impact of early marriage and the importance of Gaza the corresponding increase was from 1.73 to 2.32 per cent, girls staying in school. In Gaza, the decrease in dropout rates a result that still exceeded the 2018/19 target of 2.65 per cent. for preparatory girls may also be related to the continuing long- Although Syria’s male preparatory dropout rate remained the term trend of declining early marriage, as the percentage of lowest of all fields at 1.14 per cent against the 2108/19 target of females married below 18 decreased from 31.7 per cent in 1997 1.21 per cent, this figure was more than twice the rate in 2017/18. to 13.8 per cent in 2017, the last year of available data. 82 40 2019 annual operational report

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

Baseline Indicator (Actual Target 2018/19 Actual 2018/19 Target 2020/21 2017/18) Number of textbooks reviewed using UNRWA framework 465 83 N/A 401 N/A 84 Proportion of classes exceeding thresholds (more than 40; 48.20 (>40) 38.88 52.66 (>40) 38.88 less/or equal 25) students 5.54 (≤25) 5.97 4.13 (≤25) 5.97

Source: EMIS Frequency: Annual

Number of Textbooks Reviewed Using the UNRWA review criteria: neutrality, gender and age appropriateness. Curriculum Framework As a result, any given learning material may undergo multiple reviews. UNRWA schools follow the curricula of host countries in order to support students’ social integration and, more specifically, During the 2019 calendar year, a total of 401 learning materials their transition into national higher education systems and across the fields were reviewed, including 389 textbooks and labour markets. The Agency monitors and addresses issues 12 teacher guides. Of the textbooks reviewed, the Agency’s HQ in student learning materials on an ongoing basis. UNRWA led on the review of 219, of which 147 were for use in the West uses its curriculum framework as the overall approach to Bank and Gaza and 72 were for use in Syria. An additional 170 comprehensively review all learning materials used in its textbooks and 12 teacher guides were reviewed at the field schools; this is towards enriching the delivery of host country level. curricula where appropriate, through critical thinking, human In terms of the nature of the review conducted, a total of 359 rights education and adherence to UN values and principles. textbooks underwent a rapid review: 147 PA textbooks and In line with this, the education programme has led on what is 72 Syria textbooks were reviewed by UNRWA HQ and 140 described as a rapid review process to meet the urgent need textbooks were reviewed by JFO. In addition, 152 textbooks to review newly-issued textbooks. This process comprises three united nations relief and works agency for palestine refugees in the near east 41 were comprehensively reviewed against the curriculum from just two in 2017/18 to a single class (out of 6,771 classes). framework: 12 in Gaza, 54 in Jordan, 30 in Lebanon and 56 in Jordan was the only field where the percentage of very small the West Bank, along with 12 teacher guides in Gaza. A total of classes increased, rising to 8.43 per cent after overcrowded 122 textbooks underwent both the curriculum framework and classrooms in some remote schools were split into multiple rapid reviews in 2019. smaller class sections.

Proportion of Classes Exceeding Thresholds of In 2018/19, more than half (52.66 per cent) of all class sections Students (Less/or Equal to 25; More than 40) across UNRWA had 40 or more students, moving further away from the MTS target of 38.88 per cent. This was due to financial The percentage of classes with 25 students or less was reduced constraints which require an ongoing rigorous application of during the 2018/19 school year, representing increased system the ceiling of 50 students per class in purpose-built schools and efficiency. The Agency-wide proportion of classes with 25 significant growth in the percentage of classes falling just below students or less was only 4.13 per cent, ahead of the 5.97 per this limit. The percentage of classes with more than 45 and cent target. This trend was driven by large decreases in the up to 50 students more than doubled between 2017/18 and proportion of classes with 25 students or fewer in Syria, from 2018/19, increasing from 6.56 per cent of total classes to 13.56 13.54 to 6.36 per cent and in the West Bank, from 13.05 to 7.66 per cent. Gaza had the largest proportion of these, at 61.36 per per cent. In Syria, this can be attributed to a reduction in the use cent. Jordan also registered 61.21 per cent of classes with more of Government-loaned schools, which have smaller classrooms, than 40 students; the percentage with more than 45 and up to while the decrease in the West Bank reflects the redistribution 50 students more than doubled from 14.34 per cent of classes of students into larger class sections, following the closure of in 2017/18 to 32.17 per cent in 2018/19. Despite increases in the a school in East Jerusalem and stricter implementation of class proportion of classes with more than 40 students in the other formation norms. In Lebanon, there was also a decrease in the three fields in 2018/19, these were still much lower than in Gaza proportion of small classes, from 13.61 to 10.76 per cent, and and Jordan, at 33.09 per cent in Syria, 35.22 per cent in Lebanon Gaza reduced the number of classes with 25 or fewer students and 22.84 per cent in the West Bank.

Baseline Target 2019 Actual 2019 Target 2021 Indicator Location (Actual 2018) (%) (%) (%) (%) Percentage of schools 85 meeting UNRWA WBFO 14.1 20.0 20.0 26.0 facilities protection design standards SFO N/A N/A N/A N/A GFO 44.4 47.0 45.3 55.0 LFO 23.1 26.0 57.9 18.0 JFO 86 17.5 70.0 69.8 21.0 29.9 41.4 45.0 35.7 UNRWA (excl. SFO) (excl. SFO) (excl. SFO) (excl. SFO) Source: ICIP documents and reports Frequency: Annual

The physical learning environment is an important enabler in Comprehensive maintenance and upgrades were also carried ensuring quality, inclusive and equitable education and can out in 92 schools, (37 in Jordan, 18 in Lebanon, 13 in Gaza and have a profound impact on student and educator outcomes. 24 in the West Bank). Works focused on upgrading the physical For students, school design can affect health; access, for those environment of the schools, improving accessibility and with disabilities; behaviour; and overall learning. For educators, safety measures and complying with specific gender-related the physical environment can affect commitment, effort and requirements such as those highlighted above. retention rates. In order to enhance the physical environment The 2019 Agency-wide target was exceeded (45 per cent of within UNRWA schools, the Agency either constructed or schools met UNRWA facilities protection design standards reconstructed nine schools in 2019 – five in Gaza and four in the against the 2019 target of 41.4 per cent) due to the receipt West Bank. All constructed/reconstructed schools met UNRWA of additional project funding to improve facilities. To date, protection and safety standards, with measures to ensure key school upgrade and reconstruction interventions have their physical accessibility to all refugees and staff, as well as included: (i) the installation of fire exits and alarms to facilitate enhanced safety measures, including strengthened structural the rapid emergency evacuation of students and educators; integrity and improved fire safety measures. Specific gender- (ii) the installation of ramps, elevators and tactile markings related requirements were also implemented, including the to promote accessibility for students with specific education separation of lower grades from upper grades and the provision needs and disabilities; and (iii) providing child-friendly spaces of internal toilets. that support a conducive learning environment. 42 2019 annual operational report 2.4. strategic outcome four results analysis: refugee capabilities strengthened for increased livelihood opportunities

The UNRWA TVET programming has helped to mitigate the clients. In this regard, 91 per cent of clients in Gaza and 87.4 effects of economic challenges across the Agency’s fields per cent in the West Bank were satisfied with the products of operation. Particular focus has been directed towards: (i) and services offered, an improvement of one per cent for Gaza improving access to TVET for the most vulnerable Palestine and ten per cent for the West Bank in comparison with similar refugees; (ii) enhancing the relevance of TVET courses to surveys conducted in 2017. labour market needs, for instance, through the development The Agency’s ICIP also worked to positively impact local of a Competency-based Training Framework; and (iii) economies during the reporting period by driving community strengthening data management, monitoring and reporting; demand for construction materials while generating for example, an online student registration system (e-SRS) was employment opportunities for camp residents. Using the full- rolled out for more effective tracking and analysis of students’ time equivalent (FTE)91 ratio, a composite measure described academic progress. These measures have contributed to below, UNRWA estimates that 2,595 FTEs were created in the maintenance of a high employment rate for graduates 2019 for Palestine refugees, benefitting labourers and their of UNRWA Vocational Training Centres (VTC), which is of families across camps in Jordan, Syria, Gaza, Lebanon and particular pertinence given prevailing economic challenges, the West Bank.92 The socio-economic conditions of Palestine particularly for young job seekers. Economic growth has been refugees living in camps are characterized by a high degree inadequate to generate sufficient jobs for youth entering the of vulnerability as the majority do not have a stable source workforce - real GDP growth in 2018 was just 0.2 per cent in of income and rely on low-paying jobs and humanitarian Lebanon,87 1.9 per cent in Jordan88 and “barely positive” (0.0 assistance to survive. As households struggle financially, per cent) in the West Bank and Gaza.89 The employment rate many are forced into negative coping strategies, including for graduates of the Education Science Faculty (ESF) and the the selling of critical assets and/or cutting back on vital health Faculty of Educational Sciences and Arts (FESA) in the West and education expenses, activating a cycle that pushes them Bank and Jordan respectively also increased, and although deeper into poverty. Job opportunities created through the there were some fluctuations within the fields, collectively, all Agency’s camp improvement works assist in tempering these Agency-wide employment targets were met. vulnerabilities. Through its microfinance programme, UNRWA disbursed The RSS programme established 23 formal partnerships in US$ 32,458,155 to 35,576 clients across Gaza, the West Bank, support of poverty alleviation and livelihoods activities that Jordan and Syria in 2019. Of this amount, US$ 13,748,402 benefitted Palestine refugees in the West Bank, Syria, Gaza was extended to Palestine refugees through 13,138 loans. and Lebanon. Partnerships that extended assistance and Due to a series of internal reforms that focused on enhanced empowered persons with disabilities, youth and women were sustainability and operational efficiencies, the Agency prioritized given higher unemployment and lower labour achieved an operational self-sufficiency ratio90 of 134 per force participation rates amongst these groups. No new cent. Confirming programme effectiveness, two satisfaction partnerships were established in Jordan during the reporting surveys conducted in the West Bank and Gaza recognised the period given the legal status (registration) of Community- impact of the UNRWA microfinance lending on the lives of its Based Organizations (CBOs) that has yet to be resolved.

Baseline Target 2019/20 Actual 2019/20 Target 2020/21 Indicator Location (Actual 2018/19) (%) (%) (%) (%) Percentage of SSNP students enrolled in WBFO 11.70 11.70 16.67 11.82 VTC SFO 9.94 9.94 8.65 10.04 GFO 65.87 65.87 70.70 66.53 LFO 35.36 35.36 36.40 35.71 JFO 10.23 10.23 10.24 10.33 UNRWA 29.9293 29.92 31.00 30.22 Source: E-PCG Frequency: Annual united nations relief and works agency for palestine refugees in the near east 43

Baseline Target 2019/20 Actual 2019/20 Target 2020/21 Indicator Location (Actual 2018/19) (%) (%) (%) (%) Percentage of SSNP students enrolled in WBFO 11.03 11.03 17.83 11.14 ESF/FESA JFO 63.78 63.78 52.94 64.42 UNRWA 41.43 41.43 36.92 41.84 Source: E-PCG Frequency: Annual

A key focus of the TVET programme is to support vulnerable students enrolling than males in both fields. In line with results students, as articulated in the UNRWA TVET Strategy, and here for SSNPs of both sexes, the highest proportion of female SSNP it works to ensure that vulnerability is a key consideration in students enrolled was in Gaza (66.49 per cent) and Lebanon the selection and enrolment of new students. In this regard, (33.94 per cent). the proportion of first-year SSNP students enrolled in VTCs in Although the percentage of SSNP students enrolled in ESF in the West Bank, Gaza, Lebanon and Jordan increased during the West Bank increased, the share of SSNP students enrolled the 2019/2020 academic year; as a result, the UNRWA-wide in FESA in Jordan decreased. Whilst all eligible SSNP applicants percentage of vulnerable youth enrolled increased from were accepted into FESA, the applicant pool was smaller due 29.92 to 31 per cent. However, in Syria, the percentage of to a new SSN verification process wherein students were SSNP students decreased and constituted only 8.65 per cent required to have been SSNP beneficiaries for at least six of VTC enrolment in 2019/2020. This percentage is expected months. As a result, the Agency fell short of its overall target to increase in future years following the introduction of new for SSNP students enrolled in its two teacher training facilities. criteria in Syria in 2019 which have increased the number of persons eligible for support. Community outreach efforts by the Agency, especially in camps, are believed to have contributed to an increase in Overall, there were slightly more male SSNP students enrolled female SSNP enrolment in the ESF in West Bank, at 19.85 per in first year TVET courses than females (32.77 per cent and cent in 2019/20 compared to 11.30 per cent in 2018/19.94 27.91 per cent respectively), although the gap narrowed Enrolment amongst male SSNPs dropped from 9.52 per cent in compared with 2018/19 (33.24 per cent and 24.97 per cent 2018/19 to 4.76 per cent in 2019/20. In Jordan, the proportion respectively). There were minor variations within fields. Of of female SSNP students in the FESA decreased from 74.13 per note, whilst the percentage of female SSNP students that cent in 2018/19 to 58.13 per cent in 2019/20, a decline that enrolled in VTCs in West Bank (18.48 per cent) and Jordan mirrors the broader reduction in SSNP student enrolment in (12.7 per cent) remained lower than Agency wide averages, FESA due to increased rigour in the verification of the SSN rates increased in both fields compared to 2018/19 (12.29 per status of students. cent and 12.7 per cent respectively), with more female SSNP

Hamzeh learns how to fix an air conditioning module at the Homs Vocational Training Centre, Syria. © 2018 UNRWA Photo by Fernande van Tets 44 2019 annual operational report

Baseline Target 2019 Actual 2019 Target 2021 Indicator Location (Actual 2018) (%) (%) (%) (%) Percentage of VTC graduates employed WBFO 82.24 82.24 86.66 83.06 SFO 87.59 87.59 87.96 88.46 GFO 59.14 59.14 56.91 59.73 LFO 78.65 78.65 77.90 79.44 JFO 95.03 95.03 94.90 95.98 UNRWA 79.77 79.77 80.91 80.57 Source: E-PCG Frequency: Annual Baseline Target 2019 Actual 2019 Target 2021 Indicator Location (Actual 2018) (%) (%) (%) (%) Percentage of VTC graduates employed – WBFO 88.61 88.61 89.32 89.50 male SFO 96.00 96.00 95.90 96.96 GFO 63.01 63.01 60.25 63.64 LFO 80.85 80.85 79.22 81.66 JFO 99.41 99.41 99.09 100 UNRWA 83.17 83.17 83.17 84.00 Source: E-PCG Frequency: Annual Baseline Target 2019 Actual 2019 Target 2021 Indicator Location (Actual 2018) (%) (%) (%) (%) Percentage of VTC graduates employed – WBFO 74.09 74.09 84.03 74.83 female SFO 79.62 79.62 79.41 80.42 GFO 47.54 47.54 47.20 48.02 LFO 76.02 76.02 75.32 76.78 JFO 87.06 87.06 88.01 87.93 UNRWA 74.00 74.00 77.19 74.74 Source: E-PCG Frequency: Annual Baseline Target 2019 Actual 2019 Target 2021 Indicator Location (Actual 2018) (%) (%) (%) (%) Percentage of FESA/ESF graduates JFO (FESA) 92.41 92.41 93.31 93.33 employed WBFO (ESF) 74.24 74.24 79.86 74.98 UNRWA 86.90 86.90 89.56 87.77 Source: E-PCG Frequency: Annual Baseline Target 2019 Actual 2019 Target 2021 Indicator Location (Actual 2018) (%) (%) (%) (%) Percentage of FESA/ESF graduates JFO (FESA) 93.94 93.94 91.67 94.88 employed – male WBFO (ESF) 84.62 84.62 94.44 85.47 UNRWA 90.48 90.48 92.86 91.38 Source: E-PCG Frequency: Annual Baseline Target 2019 Actual 2019 Target 2021 Indicator Location (Actual 2018) (%) (%) (%) (%) Percentage of FESA/ESF graduates JFO (FESA) 91.98 91.98 93.57 92.90 employed – female WBFO (ESF) 69.89 69.89 74.76 70.59 UNRWA 85.76 85.76 88.89 86.62 Source: E-PCG Frequency: Annual united nations relief and works agency for palestine refugees in the near east 45

In 2019, UNRWA either exceeded or met all VTC/FESA/ESF companies for on-the-job training opportunities and UNRWA- post-graduate employment rate targets. The Agency tracks led workshops on women’s empowerment to encourage the proportion of VTC/FESA/ESF graduates, amongst active female students to work in non-traditional roles. job-seekers, who are either employed or continuing their Employment rates increased for graduates of both ESF and studies one year after graduation. In 2019, employment rates FESA, reaching 89.56 per cent overall, an increase from 86.90 increased slightly, with the largest gains registered for female per cent in the previous year. Employment rates for female graduates. In particular, the employment rate for female graduates from both institutions increased. There was a two graduates of West Bank VTCs increased by almost 10 per per cent decline in the employment rate among male FESA cent; this is notable as far more females were enrolled there graduates, but overall employment rates for males remained than males. Although the Agency-wide employment rate for higher than for females. In Jordan, the increased employment male graduates remained higher than for females, the gender rate was attributed to the launch of new private schools gap narrowed from nine percentage points in 2018 to just and a Government policy requiring public sector teachers six in 2019. This reflected ongoing efforts to ensure relevant to retire after 25 years, developments that opened up new programming for women. Male VTC graduate employment job opportunities for FESA graduates. In the West Bank, the declined by 2.76 per cent in Gaza in 2019. At the field level, increase in the employment rate amongst female graduates there were relatively minor fluctuations in employment was attributed to increased opportunities for daily paid rates for VTC graduates compared to 2018, the largest being positions in UNRWA schools. an increase of four percentage points in the West Bank. This is attributed to strengthened coordination with reputable

Baseline Target 2019 Actual 2019 Target 2021 Indicator Location (Actual 2018) (%) (%) (%) (%) Total number of clients with loans WBFO 10,520 14,075 10,161 15,008 SFO 11,070 10,403 10,433 18,060 GFO 2,687 5,856 2,922 6,432 JFO 13,906 15,356 12,060 17,993 UNRWA 38,183 45,690 35,576 57,493 Source: UNRWA Microfinance loan management information system Frequency: biannually reported, monitored monthly

In 2019, the UNRWA microfinance programme achieved 78 2018 to US$ 3,065,570 in 2019. Due to a challenging business per cent of its annual Agency-wide target, extending loans to environment in the West Bank linked to the stalled peace 35,576 clients (against a target of 45,690 loans) with a total process and Israeli-imposed restrictions on the movement value of US$ 32,458,155 across Gaza, the West Bank, Jordan of people and goods, the 2019 target was not met, with only and Syria. Programme performance varied, with performance 10,161 clients receiving loans. Similarly, economic conditions reflecting economic and political volatilities in each country. in Jordan remained challenging, resulting in only 79 per cent In Syria, although the number of loans awarded declined by of the target being achieved, with a total of 12,060 clients 5.8 per cent, 10,433 clients received microfinance loans with receiving loans in 2019, a 13.3 per cent decrease year-on-year an overall value that rose by 8.8 per cent in comparison with (from 13,906 loans in 2018). 2018 (from US$ 3,802,105 to US$ 4,137,359). As a result of By the end of the reporting period, the microfinance poor economic conditions in Gaza due to the continuation of programme maintained an aggregate portfolio of 44,426 the blockade, reduced civil servant salaries and the ongoing active loans, with an overall outstanding balance of US$ energy crisis, the Agency fell short of its target for the number 23,533,953. Annual loan repayment rates across the four fields of clients with loans, although a modest increase on results of microfinance operation ranged from 92 to 100 per cent in achieved in 2018 was registered (2,922 loans awarded in 2019, with Syria achieving the highest repayment rate of 100 2019, compared to 2,687 in 2018); however, the value of loans per cent, followed by Gaza at 98 per cent, the West Bank at 94 awarded declined by 8.8 per cent, from US$ 3,362,330 in per cent and Jordan at 92 per cent. 46 2019 annual operational report

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

Baseline Indicator Location Target 2019 Actual 2019 Target 2021 (Actual 2018) Total number of microfinance loans to WBFO 2,604 3,800 2,959 3,452 refugees SFO 404 416 790 542 GFO 2,320 5,153 2,498 5,588 JFO 7,725 8,446 6,891 9,674 UNRWA 13,053 17,815 13,138 19,256 Source: UNRWA Microfinance loan management information system Frequency: biannually reported, monitored monthly

During the reporting period, the UNRWA microfinance refugees reached was in Gaza, where 88.1 per cent of total programme continued to develop a range of loan products value of loans (US$ 2,699,820 out of a total US$ 3,065,570) for Palestine refugees and other vulnerable and marginalized disbursed was dedicated to refugees. groups that supported income generation opportunities and/ Microfinance efforts continued to modestly expand in Syria or essential household, education and healthcare expenses. for Palestine refugees, following plans established in 2016, In 2019, 13,138 loans (against a target of 17,815 loans), valued as the conflict subsided in many parts of the country and at US$ 13,748,402, were extended to Palestine refugees. This programme efforts adapted to the operating environment. corresponds to 37 per cent of the overall 35,576 clients with loans In this regard, while relatively modest, 790 loans against and 42 per cent of the total disbursed value of US$ 32,458,155. a planned target of 416 loans were extended to Palestine Due to difficult economic conditions across the region, outreach refugees, meeting 190 per cent of the target and representing to Palestine refugees increased by just 0.7 per cent compared a 95.5 per cent increase on results achieved in 2018. Overall to 2018 and the total disbursed value dropped by 8.6 per cent loan disbursement to Palestine refugees in the West Bank compared to the US$ 15,040,142 disbursed in 2018. increased by 13.7 per cent against results achieved in 2018, The proportion of Palestine refugees receiving microfinance with 2,959 loans extended; however, only 78 per cent of the loans varied from field to field. The highest proportion of 2019 target was achieved. Underachievement in the West united nations relief and works agency for palestine refugees in the near east 47

Bank may be linked to tightening movement restrictions In 2019, the Agency continued to prioritize women as loan and increasing client uncertainty and associated credit risk, recipients as a means of their economic empowerment given especially in terms of meeting loan repayments. In Jordan, limited employment opportunities and their status as primary 81.6 per cent (6,891 loans) of the annual target was met with caregivers to their households. Overall, a total of 16,052 loans underachievement attributable to: (i) the effects of regional (valued at US$ 12,499,404), representing 45.1 per cent of total instability that slowed GDP growth; and (ii) a decrease in number of loans disbursed and 38.5 per cent of total loan public consumption and investment that was restrained by value, were disbursed to women during the reporting period. on-going fiscal consolidation, weak private consumption, Of these, 5,619 loans were extended to female refugees the collapse of trade with Syria and expenses associated with (valued at US$ 4,966,478). In addition, a total of 9,444 loans the hosting of Syrian refugees.95 By the end of the year, the were disbursed to youth (valued at US$ 8,806,956), of which microfinance programme maintained an aggregate portfolio 3,752 loans (valued at US$ 3,400,157) or 39.7 per cent, were of 15,387 active loans to refugees, with an overall outstanding extended to Palestine refugee youth. balance of US$ 10,253,703.

Baseline Indicator Location Target 2019 Actual 2019 Target 2021 (Actual 2018) Number of full-time equivalents (FTEs) WBFO 419 550 775 462 created from Infrastructure and Camp SFO 121.5 200 99 N/A 96 Improvement Programme interventions GFO 1,476 1,200 1,043 2,540 LFO 471 300 552 320 JFO 45 100 126 112 2,533 2,350 2,595 3,434 (incl. SFO) (incl. SFO) (incl. SFO) (excl. SFO) UNRWA 2,411 2,150 2,496 (excl. SFO) (excl. SFO) (excl. SFO) Source: Project documents and reports Frequency: Annual

In 2019, camp improvement works provided by UNRWA were shelters, developing useable skills in the process. valued at US$ 60,000,000 and included a range of interventions from the planning, design and construction of Agency According to the PCBS, unemployment in Gaza stood at 45.1 facilities, shelters, schools, HCs and infrastructure works. Camp per cent in 2019.97 Through the creation of employment improvement interventions supported community economies, opportunities, UNRWA sought to address limited economic drove demand for construction materials from local suppliers prospects, ensuring that refugee families could be more self- and provided seasonal and/or daily employment for thousands reliant. Within this context, the creation of short-term job of refugees across all fields of UNRWA operation. In 2019, these opportunities allowed families struggling to cover basic expenses works created 2,595 FTE job opportunities, exceeding the to improve their living conditions. Agency-wide annual target. The greatest number of FTE positions were created in Gaza (1,043), the West Bank (775) and Lebanon The Agency-wide target was exceeded in 2019, due to funding (552). With positions concentrated in the construction sector, for projects in the West Bank, Lebanon and Jordan, which offset skilled and unskilled opportunities were primarily provided to under-performance in Syria and Gaza, where levels of funding men. However, in an attempt to address this imbalance, shelter were lower than anticipated. Despite the huge potential for camp rehabilitation activities implemented through the self-help improvement works to improve overall refugee conditions, the approach provided an opportunity for families, including female- scaling-up of this assistance remains constrained by persistent headed households, to manage the rehabilitation of their own underfunding. 48 2019 annual operational report

Baseline Indicator Location Target 2019 Actual 2019 Target 2021 (Actual 2018) Number of partnerships established WBFO 5 5 14 10 in support of livelihood activities for SFO N/A 2 2 N/A vulnerable Palestine refugees GFO 8 6 6 19 LFO 3 3 1 5 JFO 0 0 0 6 16 16 23 40 (excl. SFO) (incl. SFO) (incl. SFO) (excl. SFO) UNRWA 14 21 (excl. SFO) (excl. SFO) Source: Field RSS reports Frequency: Annual

Although UNRWA exceeded its 2019 Agency-wide targets Syria, despite a slight improvement in the security situation in for partnerships, agreements in the West Bank and Gaza some areas, many potential partner organizations have either accounted for 87 per cent of the total number established closed or transformed into humanitarian relief providers. between UNRWA and other interlocutors during the reporting During the reporting period, partnerships were established period. In Gaza, a total of six partnership Memoranda of with the United Nations Development Programme and the Understandings (MoU) were extended from 2018 with public, European Commission’s Directorate-General for European private and community-based partners. In the West Bank, 14 Neighbourhood Policy and Enlargement Negotiations to partnership MoUs were established with Women’s Programme provide vocational training to women, youth and persons Centres (WPCs) in Shu’fat, Kalandia, Ein Sultan, Aqabat Jaber, with disabilities in Damascus, Homs and Dera’a. No new , Bethlehem, , , Nourshams and Hebron. partnerships were established in Jordan due to CBO legal Through these agreements, legal assistance, vocational registration issues that remained unresolved. Moreover, no education and PSS support were provided to women and youth. new partnerships were established in Lebanon although the In addition, persons with hearing disabilities received assistive three partnerships from 2018 continued. devices with the support of Entheos Hearing Connection. In united nations relief and works agency for palestine refugees in the near east 49 2.5. strategic outcome five results analysis: refugees are able to meet their basic human needs of food, shelter and environmental health

The UNRWA SSNP aims to mitigate poverty and food insecurity poor families in Jordan, Lebanon, Gaza and the West Bank, among poor and vulnerable Palestine refugees, with priority impacting programme effectiveness. given to the abject poor.98 To this end, the SSNP provides In Gaza, the provision of in-kind food assistance remained a range of social transfers, including a basic food basket, the primary means of extending relief to Palestine refugees cash transfers and/or electronic cash vouchers (e-cards). In in need. Due to the protracted emergency situation, the 2016, the Agency transitioned from the provision of in-kind blockade and restrictions imposed on the economy, Gaza was food assistance to a cash-based transfer approach in Jordan, not considered in the transition to the e-card modality. Lebanon and the West Bank. By the end of 2019, e-card assistance served a caseload of 155,992 SSNP beneficiaries Overcrowded conditions and makeshift shelters are just some across Lebanon (61,384), Jordan (58,479) and the West Bank of the challenges facing the 58 official Palestine refugee (36,129). The UNRWA cash and food assistance programme camps across the five fields of UNRWA operation. Evolving contributes to strengthening economic resilience at the from temporary ‘tent cities’, these camps are now congested household level, as populations try to secure minimum living conglomerates of narrow alleyways and improvised multilevel standards and food intake. A depreciation in social transfer houses that accommodate growing families. Unregulated purchasing power attributable to consumer price inflation in construction often means that buildings encroach on pathways Jordan and Lebanon was addressed by increasing the transfer and alleys, blocking passage. Continued years of underfunding, value by eight per cent in both fields. coupled with the depressed economic condition of Palestine refugees, have translated into rapid degradation of the overall The aim of the SSNP is to ensure that the most vulnerable environment where they live. The Agency estimates that there receive social transfers equivalent to at least 50 per cent of are currently over 40,000 substandard shelters, excluding minimum food survival level expenditure. This was achieved in Syria, in need of rehabilitation. In 2019, due to the receipt of Syria for 127,357 persons identified as particularly dependent generous project funding, UNRWA came close to meeting on Agency assistance, including the elderly and households Agency-wide targets for shelter repair and reconstruction. The headed by females and persons with disabilities. This caseload overwhelming majority of beneficiaries were satisfied with was supported through Syria regional crisis EA funding. the works completed, as recorded in project documents and Only 21 per cent or less of minimum food requirements reports, including surveys. were covered through SSNP social transfers extended to 50 2019 annual operational report

Baseline Target 2019 Actual 2019 Target 2021 Indicator Location (Actual 2018) (%) (%) (%) (%) Percentage of SSNP beneficiaries who are WBFO 72.5 100.0 91.7 100.0 abject poor SFO N/A N/A N/A N/A GFO 77.9 100.0 100.0 100.0 LFO 5.4 7.0 5.2 13.1 JFO 99.2 100.0 99.2 100.0 64.5 78.9 75.8 79.1 UNRWA (excl. SFO) (excl. SFO) (excl. SFO) (excl. SFO) Source: Refugee Registration Information System and field-specific information systems Frequency: Annual

In 2019, the SSNP reached 254,927 persons across Gaza, the restrictions, Palestine refugees in Lebanon lack the means West Bank, Lebanon and Jordan, 75.8 per cent of whom were to meet their non-food basic needs including health care, identified as abject poor through the Agency’s proxy-means education, housing and other needs). testing formula (PMTF). In order to accurately measure Increases in poverty among Palestine refugees are due to household poverty status among Palestine refugees, the economic and political crises affecting employment stability, PMTF assesses a variety of indicators – or proxies – including availability and remuneration levels. Poverty therefore housing conditions, demographics, education, health, remains a targeting criterion for crisis affected populations. attachment to the labour force and household assets. This At the same time, there are sectors of the refugee population data is collected through home visits by social workers that are income-constrained due to their age, disability and/ and is customized to each field of UNRWA operation. At a or the absence of a traditional breadwinner in the family. minimum, the Agency assesses the eligibility of refugee These groups may not qualify for support under the current families receiving or requesting assistance every year to SSNP poverty-based criteria but are highly vulnerable even maintain confidence in its caseload. While the SSNP would in comparatively stable non-crisis times. Based on this ideally assist all refugees living in poverty, this identification differentiation, UNRWA reintroduced the SSNP in Syria in process allows UNRWA to prioritize food and cash assistance 2019 and focused on vulnerable groups, such as the disabled, support to the abject poor. elderly, female-headed households and orphans. The inclusion UNRWA did not achieve the 2019 Agency-wide target due of the vulnerable population in Syria is considered a step away to: (i) budget constraints that did not allow the programme from the current targeting methodology implemented in to raise the planned caseload ceiling in Jordan; and (ii) high other fields. Overall, 127,357 individuals benefitted under the levels of dependence by absolute poor refugees in Lebanon new vulnerability criteria in Syria through Syria regional crisis (due to labour market access and other social and economic EA funding.

Baseline Target 2019 Actual 2019 Target 2021 99 Indicator Location (Actual 2018) (%) (%) (%) (%) Percentage of poor individuals that receive WBFO 13.4 30.1 13.2 13.2 social transfers 100 through the SSNP SFO101 N/A N/A N/A N/A GFO 9.7 12.8 9.0 9.0 LFO 30.9 43.0 36.5 36.5 JFO 16.6 29.7 17.4 17.4 13.9 22.5 13.6 13.6 UNRWA (excl. SFO) (excl. SFO) (excl. SFO) (excl. SFO) Source: RRIS /SSNP module and Host Country data Frequency: Quarterly

Through SSNP social transfers, UNRWA was able to support maximize SSNP impact within these constraints, the modality approximately 13.6 per cent of the total poor refugee of distribution in Lebanon, Jordan and the West Bank was population across four fields of operation in 2019. Of the changed from the provision of in-kind food assistance to a 254,927 persons to whom assistance was extended in Gaza, 100 per cent cash-based transfer in 2016. In 2019, 155,992 the West Bank, Lebanon and Jordan, 133,723 were women refugees received social transfers in the form of cash and 37,629 were individuals with an identified disability. distributions that were extended through financial service Funding constraints continued to limit the Agency’s ability providers. In addition, 16,071 were served under the SSNP to cover the basic needs of the abject and absolute poor. To in Syria, however, this population was targeted through the united nations relief and works agency for palestine refugees in the near east 51 vulnerability criteria referenced above and supported under which reached 1,036,385 individuals, with harmonized Syria regional crisis EA funding. The SSNP population in Syria targeting and assistance levels which ensured that refugees is not counted towards this indicator. received assistance based on their poverty levels, regardless of funding source. In Gaza, UNRWA provides food rations to almost one million Palestine refugees and other registered individuals assessed The targets presented in the above indicator should be read as living below the poverty line. In 2019, this assistance was as planning figures because the ceiling for the number of divided between the regular SSNP, through which 98,935 individuals assisted under the SSNP has been frozen since individuals were supported, and emergency programming 2013.

Baseline Target 2019 Actual 2019 Target 2021 Indicator Location (Actual 2018) (%) (%) (%) (%) Percentage of substandard shelters WBFO 13.5 15.4 14.1 49.5 rehabilitated out of total substandard SFO N/A N/A N/A N/A shelters identified for poor GFO 6.0 6.8 7.2 28.5 LFO 29.6 35.0 44.4 78.4 JFO 2.1 2.5 2.5 32.6 9.4 10.9 11.3 37.7 UNRWA (excl. SFO) (excl. SFO) (excl. SFO) (excl. SFO) Source: Project documents and reports Frequency: Annual

Ensuring adequate living standards for Palestine refugees is health of the structures they inhabited. In total, 243 shelters a key UNRWA priority. However, with shelter rehabilitation were rehabilitated in Gaza, 704 shelters in Lebanon, 46 in the entirely dependent on project financing, years of underfunding West Bank and 50 in Jordan. Through EA funding, UNRWA have severely curtailed ICIP implementation across all fields of rehabilitated an additional 2,065 shelters, including 1,153 in Agency operation. Delays in receiving permission from relevant Gaza and 912 in Lebanon, benefitting 1,998 families. authorities and for the delivery of construction material, ICIP continues to promote the self-help approach which especially in Gaza, have also slowed progress. In light of these directly engages families in the rehabilitation of their constraints, annual targets for 2019 were revised downwards own homes, thereby enhancing ownership. In the current to reflect realistic funding levels and were mostly met or financially constrained climate, the self-help approach reduces exceeded. Some 1,043 substandard shelters were rehabilitated rehabilitation costs by seven to ten per cent for each structure. through non-emergency assistance for 1,058 families during In 2019, the majority of rehabilitated shelters used this the year. Interventions prioritized those families classified approach. ICIP also works to ensure that household privacy and as (or eligible to be classified as) SSNP recipients through a dignity are considered in shelter design and development, with two-stage assessment process that evaluated their socio- family unity, respect for cultural sensitivities and protection also economic conditions, physical safety and the environmental forming primary considerations.

Before and after photo of a shelter rehabilitation initiative in Husn Refugee Camp, Jordan. © 2019 UNRWA photo by Eng Ahmad Zawawi 52 2019 annual operational report

Baseline Target 2019 Actual 2019 Target 2021 Indicator Location (Actual 2018) (%) (%) (%) (%) Beneficiaries' satisfaction level with WBFO 92.2 75.0 93.1 75.0 rehabilitated shelters SFO N/A N/A N/A N/A GFO 85.6 75.0 90.5 75.0 LFO 85.7 75.0 99.0 75.0 JFO 84.1 75.0 95.1 75.0 86.6 75.0 96.0 75.0 UNRWA (excl. SFO) (excl. SFO) (excl. SFO) (excl. SFO) Source: Project documents and reports Frequency: Annual

In order to assess beneficiary satisfaction with their shelters. Ninety per cent of surveyed families observed that, rehabilitated shelters and the impact of shelter rehabilitation within their rehabilitated homes, respiratory difficulties had on family living conditions, UNRWA conducted a post eased and cases of diarrhoea decreased, allowing them to save occupancy assessment (POA) during the reporting period. money that otherwise would have been spent on medication. Based on a set of indicators that relate to spatial conditions, In addition, families reported that academic achievement quality of work, protection, health and family participation, improved as children had rooms within which they could the 2019 POA was conducted against a sample of 181 focus and study. Approximately 90 per cent of respondents shelters occupied for more than six months across Lebanon, also cited enhanced social interaction, comfort, self-esteem, Jordan, the West Bank and Gaza. The overall satisfaction rate pride and dignity. Also noteworthy was the fact that more exceeded the Agency-wide target by 21 per cent. Survey than 70 per cent of the labour force employed to rehabilitate results highlighted improved health, hygiene and school shelters in 2019 was hired from within refugee camps. performance as just some of the impacts of the improved united nations relief and works agency for palestine refugees in the near east 53 2.6. management and operational effectiveness

Baseline Target 2019 Actual 2019 Target 2021 Indicator Location (Actual 2018) (%) (%) (%) (%) Implementation rate of DIOS audit and UNRWA 81 75 73 90 evaluation recommendations Source: DIOS Reports and RBM Action Tracking System (ATS). Frequency: Annual

The Department of Internal Oversight Services (DIOS) provides Over the MTS period, the implementation rate of internal audit, evaluation and investigation services that recommendations is based on successful implementation uphold the Agency’s integrity, transparency and accountability and closure within a two-year period. DIOS considers that with the overall aim of enhancing the Agency’s operational the indicator could be supplemented with a complementary efficiency to fulfil its mandate. Audits and evaluations routinely indicator on the extent to which agreed implementation identify specific recommendations to improve the Agency’s timelines, set by the management at the time of work. DIOS issues these recommendations to management, at recommendation issuance, are met. This would facilitate which point the management agrees to a time-bound plan of management estimate of a reasonable timeframe for action for their implementation. The amount of time required implementation, taking into consideration required actions to implement a recommendation depends on the complexity and needed resources, thus helping to ensure more effective of the issue being addressed and the resources required implementation. In 2020, DIOS will continue to engage with to support necessary actions. In addition, formal follow-up relevant stakeholders to further reflect on and enhance mechanisms have been established to systematically track the their estimation of a reasonable target date, and to monitor implementation of recommendations. These serve to monitor progress of the implementation of audit recommendations compliance, evaluate the timeliness of interventions, assess in order to reach the long-term goal in line with the existing performance and identify any gaps and challenges that affect performance indicator. progress. According to the Agency’s evaluation policy, the follow-up on In 2019, the majority of recommendations issued in 2016 recommendations generated by decentralized evaluations and 2017 (106 out of 146), were implemented by the Agency is the responsibility of Field and Headquarter departments. within a two-year period (pursuant to the methodological DIOS, however, reports the above implementation rate approach developed in support of reporting results under inclusive of decentralized evaluation recommendations. In this indicator). The slight underachievement against the the future, the performance of the decentralized evaluation 2019 target – 73 per cent versus a target of 75 per cent - was recommendations will also be reported on separately. For largely influenced by a low implementation rate for evaluation 2019, the implementation rate of decentralized evaluation recommendations. Progress on the monitoring and follow- recommendations was 70 per cent using the existing up of evaluation recommendations was constrained in 2019 methodology over a two-year implementation period. This given turn-over in the Evaluation Division, as well as resource change was also communicated in the 2018 AOR. limitations faced by the Agency.

Baseline Target 2019 Actual 2019 Target 2021 Indicator Location (Actual 2018) (%) (%) (%) (%) Percentage of DIOS investigations issued UNRWA 45.7 70.0 61.3 70.0 within prescribed timeframe Source: DIOS Reports and RBM Action Tracking System (ATS). Frequency: Annual

This performance indicator tracks the length of time that it In 2019, 19 out of 31 cases were closed within six months takes to complete investigations, noting that ideally, all cases of being opened.102 While this was below the 2019 target, should be closed within six months of their initiation. The it was an improvement in comparison to 2018. Staff absence of undue delay in finalizing investigations serves to: turnover, including in relation to the position of Chief of the (i) foster the confidence of staff and beneficiaries who report Investigations Division, impacted on the achievement of the allegations of misconduct; and (ii) demonstrates that the annual target. It should also be noted that this indicator relates Agency is consistent and serious about addressing complaints. only to investigations conducted by DIOS or referred by DIOS 54 2019 annual operational report to outside investigators. Further information with regard to Lastly, due to the inherent complexity and unpredictable investigations conducted by the field offices will be available nature of allegations investigated by DIOS, there is, and will in the forthcoming 2019 DIOS Annual Report. continue to be, a level of expected fluctuation for this indicator, despite the intention to meet target rates.

Baseline Target 2019 Actual 2019 Target 2021 Indicator Location (Actual 2018) (%) (%) (%) (%) Percentage of UNRWA installations WBFO 96 100 81 100 receiving two or more neutrality SFO N/A N/A N/A103 N/A inspections annually GFO 100 100 100 100 LFO 100 100 100 100 JFO 100 100 100 100 99 100 95 100 UNRWA (excl. SFO) (excl. SFO) (excl. SFO) (excl. SFO) Source : Protection Neutrality Team Records Frequency: Annual

One of the ways that UNRWA safeguards neutrality is through related disruptions to the inspection schedule and knowledge regular neutrality inspections of all Agency installations, an retention; and (ii) access and movement limitations due to the activity that was destabilized as a result of the 2018 UNRWA tense political environment. financial crisis. As a direct result, the OSO programme, which A catalogue of contentious potential neutrality issues was was responsible for installation inspections, was subjected to accumulated and discussed through bilateral and multilateral extensive revision and downsizing. Over 2018 and 2019, the meetings and finally in an Agency-wide Neutrality workshop number of neutrality-related staff decreased by 41 per cent; with 45 key staff members in the field and in headquarter from 75 to 44 in all fields. However, given the importance of departments. While there was no agreement on the way neutrality to Agency operations, a new minimum staffing forward for all these issues, there was an agreement to structure was elaborated during the reporting period. Over proceed by way of prioritising, dealing with the most serious the course of 2019, these minimum structures (Protection- neutrality violations for which it was, in any event, easier to find Neutrality teams) implemented new inspection SOPs, issued a consensus; once those were dealt with, other potential areas in November 2018, which decreased the targeted frequency could be looked at. The outcomes of these discussions were - from four to two per year - of neutrality inspections for reflected in the Installation Inspection Manual and All Staff installations where there was no history of serious violations Neutrality Manual. These documents were widely dispersed and empowered senior staff to conduct inspections. across the fields. During 2020, training on Protection and Simultaneously, in 2019, an UNRWA-wide neutrality database Humanitarian Principles will be centralised so that the same was elaborated to capture all neutrality data, including material is delivered by the same trainers across the Agency, information relating to installation inspections, in one place. thus increasing the consistency of the training and reducing This was done to enable better analysis and reporting on the burden on the fields. neutrality work from HQ, thus reducing the work required at the field office level. The inspection of installations is one of a myriad of activities taking place across the Agency to uphold the principle Despite significant constraints, field offices have largely of neutrality in accordance with the UNRWA Neutrality managed to conduct bi-annual inspections. For the first time, Framework, issued in 2017. These activities include: (i) the in Syria, UNRWA was able to partially complete one round vetting of all entities from which money is received or provided of inspections; this had not previously been possible due to to; and (ii) an investigatory and disciplinary system that the crisis. All other fields inspected all installations at least addresses allegations against staff pertaining to neutrality. twice, with the exception of the WBFO, where 81 per cent of installations were inspected in the second half of 2019. The Agency also continued to sensitise its staff on issues The WBFO breaks down the installation inspections into two pertaining to the use of social media and neutrality. The categories due to the different staff who conduct inspections e-learning course on social media and neutrality, launched in – inside (by Protection and Neutrality Officers) and outside 2017, continued to be administered. This 90-minute interactive camps (by senior staff –national and international). In 2019 course was developed as one of the responses to requests from all UNRWA installations inside refugee camps were inspected staff members and unions for training and precise guidance twice by Protection and Neutrality teams, except for one camp on social media and neutrality. In response to concerns that inspected only once due to security concerns. For installations manual workers and other junior staff had difficulty accessing outside camps, 69 per cent were inspected twice by senior the e-course, during 2019, UNRWA facilitated training to these staff teams. The lower number of outside camp inspections groups. By the end of 2019, 95 per cent of Agency personnel was due to: (i) staff turnover and resource limitations and had completed the course. united nations relief and works agency for palestine refugees in the near east 55

Neutrality is also one of the dimensions for the ongoing review centred approach. For detailed information in this regard, of school textbooks and the implementation of the teacher- please see reporting under section 2.3 of the AOR.

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

Baseline Target 2019 Actual 2019 Target 2021 Indicator Location (Actual 2018) (%) (%) (%) (%) Percentage of education specialists and UNRWA 100 100 73.08 100 strategic unit staff (of those recruited and Source: Department of Education regular reporting in place) that receive HRCRT training Frequency: On-going

UNRWA continued efforts to strengthen its Human Rights, SSU Coordinators were trained, but the remainder were not Conflict Resolution and Tolerance (HRCRT) programme during reached owing to maternity/annual leave and will therefore the 2018/19 school year through building the capacity of the be trained in 2019/2020. In the West Bank, all five of the education support cadre. This involved the training of Strategic new SSU Coordinators were trained. Four new ESs were also Support Unit (SSU) Coordinators who train and support appointed in Gaza, but were not trained as they were recruited Education Specialists (ESs) and training the ESs who directly after the training had taken place. These staff members will support teachers in implementing the HRCRT programme. also be trained during the 2019/2020 school year. There were During the 2018/19 school year, 19 of the 26 newly appointed no new ESs in Syria or Lebanon and no new SSU Coordinators SSU Coordinators and ESs successfully completed this training. in Syria, Lebanon or Gaza. All SSU Coordinators and ES already In Jordan, 11 of the 13 new ESs and three of the four new in place had previously received HRCRT training. 56 2019 annual operational report

Baseline Target 2019 Actual 2019 Target 2021 Indicator Location (Actual 2018) (%) (%) (%) (%) Percentage of senior positions held by UNRWA 28 35 30 50 women (area staff) Percentage of senior positions held by UNRWA 31 37 36 50 women (international staff) Source: REACH Frequency: Annual

In December 2017, the UNRWA Human Resources Action leading to a backlog of recruitments in 2019. Additionally, Plan on Gender Parity was issued, setting ambitious targets only function-critical and programme-funded posts were for improving gender equality. By the end of 2019, female recruited, thus limiting the number of vacancies and making representation stood at 54 per cent, with 15,043 female and it difficult to enact significant changes to the percentages of 12,969 male staff employed out of a total workforce of 28,012. both senior area and international positions. Despite these challenges, UNRWA took proactive steps to encourage more The gender breakdown for area staff in senior and leadership women at senior levels. Female staff were placed on acting positions (at Grade 16 and above) at the end of 2019 stood at appointments into senior posts when they became vacant 30 per cent female versus 70 per cent male. Of 465 senior area and through social media, female candidates were targeted to posts, 139 posts were filled by female staff members and 326 apply for vacant positions. by males. This represents a two per cent improvement on 2018 but was five per cent short of the annual target. Amongst senior Initiatives to create an inclusive and supportive work international staff (P5 and above), 36 per cent of incumbents environment were also implemented in 2019. These included were female (19 out of 53) and 64 per cent (34 staff) male. This a scheme launched in 2018 for women returning from was a five per cent increase over 2018, although marginally maternity leave to work 80 per cent of the time with full pay, under the annual target. which benefitted 62 new mothers during the year. Another initiative focused on creating a more inclusive and diverse The Agency’s financial situation had an adverse impact workforce by increasing female representation in Area Staff on attracting female talent. The freezing or limiting of Unions. This stood at 17 per cent by the end of the year. recruitment of external candidates due to the austerity measures was rescinded only in the fourth quarter of 2018, united nations relief and works agency for palestine refugees in the near east 57 2.7. accountability to affected populations 2.7.1. Overview refugee communities based on trust, thereby encouraging refugees to channel their concerns, requests and feedback to Throughout 2019, proactive steps were taken in all fields of UNRWA. operation to ensure the meaningful participation of Palestine refugees in all stages of the programme cycle management, as LFO senior management were also active in their outreach to guided by the Agency’s Accountability to Affected Populations beneficiaries in 2019. To this end, 53 community consultations (AAP) governing framework.104 This was accomplished through and 44 focus group discussions were held across the country a wide variety of means including communication, appeals and during the course of the year. These face-to-face mechanisms complaints mechanisms for the SSNP, emergency food and were supplemented through dedicated e-mail, phone lines cash distributions, shelter assistance (including a beneficiary and social media channels. By the end of the year, 74,923 satisfaction survey) and frequent visits by senior management. In beneficiaries took part in outreach activities and 63 per cent of all cases, this engagement was grounded in the unique platforms received feedback had been responded to by AAP focal points provided by the: (i) workforce of just over 28,000 UNRWA staff, embedded in all LFO programmes. the vast majority of whom are engaged in the direct delivery of New means to solicit beneficiary engagement were also assistance and are drawn from the Palestine refugee communities developed and included a mobile feedback application that they serve; and (ii) extensive network of area offices, camp will be piloted in 2020. Once operational, it will make it easier, services offices, schools (including school parliaments and cheaper and faster for Palestine refugees to contact the Parent Teacher Associations (PTAs)), HCs (including HC friendship Agency. committees) and other installations. This ensured that refugees have direct and regular access to Agency staff. 2.7.4. Jordan 2.7.2. Syria In Jordan, UNRWA proactively sought the views and concerns of Palestine refugees on the provision of Agency services. In 2019, SFO monitored and encouraged feedback during In this regard, regular engagement with Palestine refugees, distribution of humanitarian assistance and provision of local authorities, UNRWA personnel and all ten camp service services. This was done through: (i) the continued functioning committees by the senior management continued. In total, 82 of the Post-Distribution Monitoring (PDM), introduced in meetings were held by JFO staff, including senior management, 2018, that allowed the Agency to track the impact of cash with refugees and the ten camp service committees, to and food distributions and adjust programming accordingly; solicit feedback and address concerns. Recognising that not and (ii) a complaints and appeals mechanism, which enabled all complainants wished to publicly share their grievances, refugees to submit feedback. The process was managed by confidential complaints and suggestion boxes across Agency a dedicated investigations intake committee. Beneficiaries installations were maintained. Through these, 366 issues were were able to make submissions either through e-mail, using a received, with 307 being addressed by the field office. telephone hotline, messaging through social media networks or in person. The committee reviewed all complaints during Outreach was also thematically targeted during the course meetings and issued actionable recommendations. In cases of the year. To this end, eight focus group discussions were of alleged misconduct, if complaints warranted further convened with Palestine refugees to assess the impact of cash investigation, the committee recommended this to the assistance on gender equality. A similar number of groups Field Director. Staff within the SFO assigned as investigators were constituted with PRS adults and children on protection then determined if misconduct occurred, and, if so, issued issues to advance the Agency’s advocacy work. In addition, recommendations for disciplinary action. As of the end of 2019, 174 student parliaments105 and 169 PTAs continued to 20 new cases were recommended for investigation, joining 37 provide forums to influence decisions on school-construction, open investigations. During the year, 31 investigations were management and the environment. Feedback on the quality concluded and closed. of Agency health services in Jordan was secured through individual and group patient counselling and was used to 2.7.3. Lebanon improve appointments, patient flow and service accessibility in remote areas. In relation to relief programming, a cash- During the reporting period, four AAP Area Officers, embedded transfer hotline received 2,519 enquiries during the year in four out of Lebanon’s five administrative areas, continued and all were responded to. A total of 252 submissions were to gather feedback from Palestine refugees through focus received under the SSNP appeal system, of which 64 were group discussions and regular social media monitoring. These approved, 89 were rejected and 99 remained under review by mechanisms helped LFO build strong relationships with year-end. 58 2019 annual operational report

In addition, JFO responded to all 445 appeals made by PRS Petition and complaint boxes continued to be located that primarily related to reductions in cash assistance that within food distribution centres and RSS programme offices. were introduced for some PRS at the start of the year. Of 1,903 Additional examples of incorporating refugee input into UNRWA hotline calls, by the end of the reporting period, all but 22 were programming included: (i) a PDM survey which included home answered as the material issues were outside the scope of the visits to Palestine refugee households, aiming at assessing programme, and five remained pending. Three quarterly PDM the Agency’s in-kind food assistance to inform current and exercises were also carried out to collect PRS feedback on cash future planning; (ii) the solicitation of refugee views on the assistance services, including the use of assistance, informing impact, efficiency and effectiveness of UNRWA gender equality UNRWA’s adjustment of the amount of cash assistance for initiatives; and (iii) engagement with refugee representatives 2020. concerning emergency programming reductions related to financial constraints. 2.7.5. Gaza 2.7.6. West Bank In Gaza, the participation of and accountability to Palestine refugees included proactive engagement with representatives In the West Bank, including East Jerusalem, the Agency of camp-based and central Popular Refugee Committees, worked to develop AAP feedback mechanisms during the complemented by regular engagement with more vulnerable reporting period through the development of a consolidated groups including women, children, the elderly and persons complaints system. Once operationalized, this will unify and with disabilities. This was complemented by an extensive standardise existing processes and mechanisms to improve online presence, including a web portal in Arabic to inform communication, transparency and accountability towards beneficiaries of developments regarding services and refugees. WBFO also began preliminary steps towards operations. Users also had an opportunity to submit queries adopting a mobile application “Sawtak” as a platform for through the platform. beneficiaries to share feedback as to UNRWA services in a safe and confidential manner. The platform will be piloted in 2020. Some 276 student parliaments, PTAs and the Gaza-wide Parents’

Councils facilitated regular exchanges on issues related to the During the fourth quarter of 2019, access to Agency services school environment. In HCs, associated Women’s Committees, was evaluated to identify key barriers that hampered Youth Committees and HC Friendship Committees represented beneficiaries from securing UNRWA services. Implemented the views of local residents and gave regular feedback on their through a case study approach with a purposive sample of the needs and expectations. Supplementing this, the Agency most vulnerable beneficiaries, evaluation recommendations undertook regular satisfaction surveys and exit interviews with patients to ensure optimal delivery of health services. will be finalized in 2020. united nations relief and works agency for palestine refugees in the near east 59 2.8. protection from sexual exploitation and abuse

Trust in UNRWA services and the personnel who deliver illiterate or do not have access to computers. These will be them is critical to the Agency’s effectiveness. That trust can implemented in 2020. In addition, SEA and sexual harassment only be upheld if staff work to and promote the highest awareness components were integrated with other training professional and ethical conduct. The Agency’s rules and modules such as the Ethics Induction, Ethical Leadership and regulations prohibit staff from engaging in sexual misconduct General Ethics Awareness training. in any context and towards anybody, be they beneficiaries, The Agency’s Field Offices were active in sensitizing both colleagues or others. staff and Palestine refugees on SEA. In this regard, during the UNRWA actively participated in UN and IASC forums on SEA and reporting period: (i) JFO and LFO developed the capacity of sexual harassment and actively contributed to system-wide 67 staff members to act as part-time field investigators. They initiatives in these areas, including through: (i) progressive were trained on a survivor-centred approach to investigations introduction of the Clear Check database as a recruitment and evidence assessment techniques; (ii) WBFO and JFO held tool; (ii) adapting and preparing for implementation of the UN information sessions for social workers, teachers, and other system model policy on sexual harassment and participating frontline staff and beneficiaries; (iii) SEA public awareness in the development of a revised Secretary-General’s Bulletin on sessions were run in Jordan that reached 1,000 parents; (iv) SEA; (iii) Agency alignment with the UN SEA victim assistance SFO conducted ‘safe touch’ programs for children; and (v) SEA protocol; and iv) participation in a UN system-wide resource awareness raising for school children and family members mapping exercise. UNRWA has also worked to increase its took place in the West Bank. The activities were led by trained own internal capacity to address SEA, by securing funds for a counsellors who worked on the creation of 22 self-protection P4 Coordinator position. This staff member will be dedicated groups, comprising 115 mothers and 169 eighth and ninth full time to coordinating initiatives to prevent and respond to grade students. Initiatives implemented through these groups sexual misconduct, reached refugees in eight different camps. In 2019, engagement with the sexual misconduct task force During 2019, 13 allegations of SEA were reported, resulting and working groups on a number of initiatives that were in 10 investigations. Of these, two investigations related implemented during the reporting period continued. As part to matters reopened from previous years and closed. One of the increased Agency focus on preventing and addressing was substantiated. However, the subject left UNRWA pre- sexual misconduct, raising staff awareness of SEA and sexual disciplinary decision. The other case was unsubstantiated. The harassment was identified as a key priority. In October 2019, eight newly opened investigations for 2019 comprised of 27 UNRWA launched two mandatory online UN-wide courses. separate victims. Two of these investigations were finalized The first, on the “Prevention of Sexual Harassment and Abuse and the allegations substantiated. One of these cases is still of Power”, had been completed by 15,560 staff members awaiting a disciplinary decision against the staff member by the end of 2019, whilst 12,984 staff had completed the and the other is against a contractor’s employee. Further, second course on the “Prevention of Sexual Exploitation and two investigations were completed with the allegations Abuse”. To maximize the completion rates of the courses unsubstantiated while four remained under investigation at among staff, face-to-face training courses were developed, the end of the year. targeting manual workers and those who are either computer 60 2019 annual operational report 2.9. grand bargain

The Grand Bargain, launched at the World Humanitarian (iv) Participation revolution: Please see section 2.7 of the Summit held in Istanbul in 2016, sets out 51 mutual current report; commitments across 10 different work streams.106 UNRWA (v) Multi-year planning and funding: Please see Chapter 5 of made commitments against seven of these work streams. As the current report; at the end of 2019, progress has been made in the following areas: (vi) Reporting requirements: The Agency’s commitment to improvements in reporting is reflected in the current (i) Greater financial transparency: In 2019, the Agency report which amalgamates results reporting across UNRWA’s continued to provide donors with integrated financial programme budget, EAs and the RMS. In combining reporting, articulating minimum and critical funding needs different standalone reports into one document, the Agency between the Agency’s three funding portals (the programme continues to provide a comprehensive overview of the budget, EAs and projects). During the second half of the progresses, challenges and relevant issues related to its year, the Agency resumed discussions as to the International different funding portals, enhancing transparency without Aid Transparency Initiative (IATI) on actions required to join sacrificing information. Through the 2019 AOR, UNRWA will the initiative. The first set of data on UNRWA humanitarian continue to provide results analysis based on performance operations in the oPt was published on IATI at the end of indicators reporting to inform overall progress towards the February 2020. The Agency’s data are now visible on the achievement of macro-level strategic outcomes within the www.humportal.org and www.d-portal.org, increasing MTS. These sections will highlight trend information as to transparency and adherence to Grand Bargain commitments the achievement, underachievement or non-achievement and standards. of results and where results are either not achieved or (ii) Cash: In 2019, cash-based programming remained a underachieved, specific reasons will be cited for non- priority for UNRWA, with 155,000 beneficiaries reached achievement / under-achievement. through cash-based social protection every quarter in Jordan, (vii) Humanitarian – development engagement: During Lebanon and the West Bank. In 2019, and based on the the reporting period, UNRWA continued to provide recommendations of the “Evaluation of the UNRWA transition emergency assistance in parallel with human development to the e-card modality in Jordan, Lebanon and the West Bank activities, using its infrastructure and assets as the vehicle Fields” commissioned by the Agency in 2018, the value of for humanitarian programmes and adapting its human the social transfers in Jordan and Lebanon was increased by development services to meet the needs of those affected eight per cent to account for a reduction in the purchasing by crisis. In Syria, to ensure that Palestine refugees who power of this assistance measure due to consumer price spontaneously returned to newly accessible areas had access increases. The recalculation of the value of social transfers to basic services, the Agency focused on rehabilitating its has been institutionalized within UNRWA and is planned services and installations in order to ensure that education, to be conducted every two years to account for changes in relief and health services could resume; at the same time, consumer prices over the previous two years. UNRWA continued to provide vital cash assistance to more In Syria, the Agency continued to provide emergency cash than 400,000 Palestine refugees affected by the conflict who assistance to Palestine refugees affected by the conflict. rely on the Agency to meet their most basic needs. Through its In 2019, with funding short of needs, UNRWA rolled out a education in emergencies approach, UNRWA also continued targeted approach to cash-based assistance in the country, re- to ensure access to quality education for Palestine refugees in introducing SSNP assistance focusing on the most vulnerable conflict. Materials developed by the Agency have been used refugees. by other agencies working in the education sector. (iii) Management costs: During the reporting period, the During the reporting period, UNRWA also continued to Agency continued to implement measures to increase its strengthen emergency preparedness with a particular focus cost effectiveness, a central element of the Agency’s MTS on emergency management capacities, contingency planning 2016–22. In 2019, UNRWA continued to roll out and use and business continuity at field level. electronic management information systems for its two The Agency’s ‘self-report’ to the Grand Bargain Secretariat main programmes (education: EMIS and health: e-Health). By on progress made in 2019 has been shared with the Grand the end of 2019, e-Health was fully operational in 137 HCs, Bargain Secretariat and will be published, together with the contributing to streamlined service provision, improved other signatories’ reports, in the first half of 2020. efficiency and the collection of high-quality data. UNRWA will continue working to ensure that the e-Health approach is implemented in all HCs. united nations relief and works agency for palestine refugees in the near east 61 2.10. environmental protection 2.10.1. Overview 2.10.3. Lebanon Given the scale and nature of its activities, UNRWA The Lebanon Field Office (LFO) is the only Agency field office acknowledges that it has a key role to play in addressing with a dedicated Environmental Health Strategy. In 2019 LFO environmental issues within the Palestine refugee community focused on initiatives aimed at enhancing environmental and an obligation to minimise the negative environmental health and protection through water and sanitation activities, impact of its own operations. Severe funding restrictions have while maintaining energy efficiency and renewable energy not only diverted the focus away from the development of efforts. Within UNRWA installations, solar heaters were an Agency-wide approach to environmental protection and installed in the LFO and at the Siblin Training Centre. climate change and onto more existential challenges, but Externally, land and water pollution due to overburdened have also reduced the capacity of UNRWA to act. sewage systems, solid waste and water infrastructure all Despite this and other factors mentioned below, the Agency in constitute significant environmental challenges in Lebanon’s recent years has maintained a low carbon footprint per capita overcrowded Palestine refugee camps. In 2019, a detailed (of staff) relative to 53 UN entities, where it is ranked in the conceptual design for a SWM treatment facility in Burj Shemali bottom 25 per cent according to a 2017 UN report “Greening municipality was finalized and a relevant feasibility study the Blue”. 107 was completed. Once constructed, this facility will serve as a long-term solution for solid waste and disposal treatment, The MOPAN report on UNRWA, published in June 2019, benefiting three Palestine refugee camps. highlighted the lack of an Agency policy on environmental sustainability. Since then, UNRWA has committed to During the reporting period, LFO also carried out 15 water developing an Environmental Management Policy and infrastructure enhancement activities across seven Palestine Framework. In 2019, progress was made on one strand of refugee camps, including the construction and rehabilitation this, under the direction of the ICIP. By the end of the year, of water wells and networks, benefiting an estimated 5,000 a draft policy had been formulated which will mainstream PRS. In addition, waste and storm water system rehabilitation environmental management into the Agency’s construction, and construction efforts, including concrete paving and reconstruction, shelter rehabilitation, camp improvement, the installation of storm water box channels, contributed to sanitation, solid waste management (SWM) and infrastructure dignified living conditions for a further 4,000 PRS in eight works. This will be finalized and rolled out in 2020. camps. Despite UNRWA-wide challenges, UNRWA field offices made 2.10.4. Jordan practical and concerted efforts to implement environmental protection measures in all sectors of work. Significant practical measures were undertaken in Jordan to reduce the Agency’s environmental footprint.108 Renewable 2.10.2. Syria energy was further rolled out, with solar photo-voltaic systems installed in the South Amman Area Office, Jabal Al In Syria, despite numerous challenges related to the ongoing Taj School and Baqa’a HC. Together, these initiatives reduced conflict and as exacerbated by funding gaps, UNRWA CO2 emissions by 115 tons and electricity consumption by continued to provide camps with water, sanitation and 179,100 kWh per year. The establishment of a three-megawatt hygiene (WASH) services, including the management of Wheeling Solar Power Station at Amman Training Centre also solid waste, maintenance and the rehabilitation of sewage drew nearer. Once installed, the wheeling station will cover and water networks, the removal of rubble and the provision 100 per cent of the Agency’s total electricity needs in Jordan, of clean potable water. These measures contributed to the excluding the Irbid area and , and is expected to maintenance of a clean and healthy environment. The Agency reduce CO2 emissions by 3,500 tons per year. The project is was also active in engaging Palestine refugees to promote the currently at the final stage of donor approval.109 greening of their neighbourhoods. During the course of the year, three tree planting and cleanliness campaigns took place During the reporting period, energy and water efficiency was in camps. also promoted. In this regard, 20,066 LED lights were installed in schools, HCs and four other installations, reducing electricity In 2019, the SFO finished transitioning to energy-efficient consumption by 636,700 kWh and CO2 emissions by 410 tons. Light Emitting Diode (LED) bulbs in all of its installations. This In addition, 14 old air conditioning units were replaced with will not only realize cost savings, but will also reduce pollution 53 new inverter type units, each consuming 58 per cent less related to power consumption. UNRWA also worked to ensure energy. Thanks to this replacement scheme, since 2017 CO2 that specifications for new or replacement equipment in all of emissions have been reduced by 4.3 tons, whilst a cooling and its facilities were updated to maximize energy efficiency. heating system, installed in JFO in 2018, lowered annual CO2 62 2019 annual operational report emissions by 53.3 tons and energy consumption by 25,700 use of renewable energy. The reporting period also marked kWh. In terms of water consumption, the fitting of low-flow the year when the joint UNRWA-Ministry of Health-Ministry of type water faucets in JFO reduced water use by 31 per cent Local Government- Japan International Cooperation Agency from 1,937,000 litres in 2018 to 1,340,000 litres in 2019, a near initiative to collect, treat and dispose of hazardous medical 31 per cent reduction. waste in an environmentally-friendly way was fully introduced. The scheme, first piloted in 2017, was fully implemented in all 2.10.5. Gaza Agency HCs in Middle, Khan Younis and Rafah areas. In Gaza, electricity availability doubled from 2018 and 2.10.6. West Bank pollution levels of wastewater flows into the sea reduced from 232 mg/litre in 2018 to 148 mg/litre in 2019. Notwithstanding During the reporting period, the West Bank Field Office these improvements, access to clean water remained at a (WBFO) began to implement a strategy to improve the urban crisis level and, together with electricity rationing, continued environment and living standards of Palestine refugees in to impact nearly every aspect of life. Piped water extracted and around refugee camps. This initiative prioritizes the from the underground aquifer was declared unfit for human efficient use of light and water as well as waste reduction consumption and for drinking and cooking purposes. As a and is incorporated throughout the life-cycle of ICIP activities result, most inhabitants relied on buying desalinated water from design and construction through to maintenance and from unregulated water-trucking vendors.110 This situation demolition. During 2019, the construction of Biddo HC, required UNRWA, alongside other humanitarian actors, to Jenin Boys’ School, Tulkarem Boys’ School and Beit Inan Girls’ continue to supply fuel to hospitals and critical WASH facilities. School, initiated in 2018, was completed with the installation of solar panels, efficient ventilation and lighting systems The Agency continued to invest in the use of renewable and advanced greening techniques to ensure the maximum energy. By the end of 2019, solar power systems had been absorption of natural light. installed in 93 UNRWA installations, including 85 schools, seven HCs and one distribution centre. Additionally, a new Ways to increase the efficiency and reduce the costs of the child-friendly school design was introduced in 2019, which current SWM system while continuing to improve its quality includes a number of environmentally friendly features, such were also sought. The implementation of the WBFO’s SWM as grey water recycling, enhanced access to potable water and Strategy proceeded through the preparation of plans in the collection and re-use of storm water runoff to replenish Nurshams and Shu’fat to enhance waste collection efficiency the aquifer. The design, which also considered reduced sound by constructing a transfer station in each camp. The Agency pollution, enhanced ventilation and increased sunlight, was also sought external proposals for improvements. In used in four schools in 2019. In other Agency installations, LED partnership with the European Union Representative Office lights replaced higher energy consuming bulbs. in Jerusalem, a study was conducted by the international Non-Governmental Organization (NGO) “CESVI”. This analysed GFO also recognized the need to further develop local the SWM services provided to refugees in Askar, Am’ari and capacity to maintain and develop new environmentally- Dheisheh camps and inhabitants of hosting municipalities, to friendly technology. In 2019, a new course was introduced identify synergies between service providers. It recommended under the TVET programme, offering training for young improvements to safeguard the financial sustainability and people on the installation and maintenance of solar power quality of SWM systems, as well as coordination with hosting systems. With the increasing demand for solar energy in Gaza, municipalities. Follow-up actions will be pursued in 2020. this initiative will have a long-term impact on increasing the united nations relief and works agency for palestine refugees in the near east 63 2.11. value for money

UNRWA would like to highlight efficiency gains reporting to US$ 800.40 in the 2018/19 school year. Similarly, health under the Grand Bargain section of the 2019 AOR relating to expenditure decreased from US$28.60 per person in 2018 to the continued rollout of electronic management information US$27.40 in 2019. systems for the Agency education (EMIS) and health (eHealth) These efficiencies were achieved with no overall decline in programmes. In addition, the application of class formation programme outcomes in the period under review. norms and standards and hospitalization reform in Lebanon and the West Bank served to further enhance UNRWA Through the below table, the Agency would like to highlight efficiency and effectiveness during the reporting period. As a the cost of UNRWA education and health programming in result of these reforms, the Agency’s cost for basic education comparison with select OECD and other countries. decreased from US$ 831 per pupil in the 2017/18 school year

Cost per pupil: elementary Cost per pupil: preparatory Health expenditure per (US$) (US$) person (US$) UNRWA (basic education)111 800.40 - UNRWA (health) - 27.40 OECD 112 8,470 9,968 3,994 USA 12,184 13,845 10,586 UK 11,188 10,963 4,070 EU 8,548 10,205 - Turkey 4,168 4,659 1,227 Brazil - - 1,282 Argentina - - - Hungary 5,454 7,174 2,047 Israel 8,498 8,330 2,780 Mexico 2,961 3,167 1,138 Indonesia - - 301 India - - 209 64 2019 annual operational report

chapter three: annual reporting under the 2019 oPt emergency appeal united nations relief and works agency for palestine refugees in the near east 65

UNRWA students participating in recreational activities at Jabalia Preparatory Girls School "C", Gaza. © 2012 UNRWA Photo by Khalil Adwan 66 2019 annual operational report executive summary

This chapter of the 2019 AOR covers the UNRWA 2019 EA for facing high unemployment rates (17 per cent for those living the oPt during the period January to December 2019 and in camps), poverty and food insecurity. is intended to provide information on results achieved as measured against the full range of indicators included in the UNRWA response 2019 appeal. In 2019, UNRWA emergency operations in the oPt remained largely underfunded, with only 61.57 per cent of the required Overview funds pledged and received by the end of the year.116 The In 2019, Palestine refugees in Gaza continued to face a 2019 EA budget of US$ 138 million was already adjusted humanitarian crisis as a consequence of the land, air and sea to reflect a reduced funding forecast, and represented the blockade, now in its thirteenth year, coupled with cycles of minimum necessary to cover the basic needs of Palestine violence and hostilities, political instability and restricted refugees in Gaza and the West Bank, including East entry and exit at the Rafah border crossing with Egypt. Jerusalem. Hence, any shortfall against this already reduced The average unemployment rate stood at 45.1 per cent,113 budget had direct consequences on the provision of remaining among the highest jobless rates in the world. The services for the most vulnerable refugees. In order to avoid ongoing political divide, and the PA’s financial crisis, resulting a critical break in the delivery of vital assistance, UNRWA in reductions in social assistance and in the availability took the extraordinary decision to cover the funding gap in of essential services, compounded already bleak socio- its emergency interventions through an advance from the economic conditions, increasing the feeling of frustration Agency’s programme budget. A CERF loan was also made and despair among the population. Levels of poverty and available to stabilize the provision of emergency assistance food insecurity remained high among Palestine refugees, in the oPt throughout the year. with more than one million refugees dependent on UNRWA Under these challenging circumstances, UNRWA continued food assistance to meet their basic needs. to provide emergency food assistance to 1,036,385 Palestine The security situation remained volatile during the year, with refugees in Gaza, who have no other means than the recurring incidents of violence and escalations in hostilities, assistance provided by the Agency to cover their basic food ISF airstrikes and the firing of rockets by Palestinian requirements. UNRWA also continued to support vulnerable militants. While the level of violence associated with the Palestine refugees through its emergency cash-for-work GMR demonstrations decreased over the reporting period, programme, providing short-term job opportunities to many Palestinians injured in the demonstrations continue more than 13,500 refugees throughout the year. Through to be in need of long-term care, including rehabilitation and its emergency health interventions, the Agency continued physiotherapy, placing increased pressure on an already to support access to life-saving secondary or tertiary overstretched health system. health care for 4,134 Palestine refugees, at the same time supporting the response to increased needs arising In the West Bank, including East Jerusalem, the lives of from GMR demonstrations. Through its EiE programme, Palestine refugees continued to be affected by the socio- UNRWA provided additional learning support in Arabic and economic and protection-related effects of the occupation, mathematics to 68,007 students. In May 2019, and in light of including restricted access to land, services and property, the high level of needs experienced by Palestine refugees, particularly for those living in Area C and East Jerusalem. In the Agency took the decision to reinstate 500 MHPSS staff, 2019, security operations conducted by the ISF continued, who were put on part-time contracts in 2018, to full time often involving the use of live ammunition and tear gas, employment. MHPSS counsellors, embedded in UNRWA resulting in injuries, property damage and longer-term schools and health facilities, continued to provide a number psycho-social consequences. Palestinian communities, of structured interventions to support the well-being of especially those in Area C, continued to face the threat of Palestine refugees. or actual home demolitions and confiscations, a central element of the coercive environment they face that may lead In the West Bank, including East Jerusalem, UNRWA to their displacement and risk of forcible transfer. During the distributed emergency cash assistance through the e-card reporting period, at least 638 Palestinian-owned structures modality to 25,578 abject poor refugees. The continuity of were demolished,114 of which 196 belonged to Palestine this intervention was made possible through an advance refugees. This represents a 34 per cent increase compared from the Agency’s programme budget. In partnership with with 2018 (475) and a 41 per cent increase in demolished WFP, UNRWA provided food parcels to 37,000 individuals structures owned by refugees.115 from Bedouin and herder communities facing high levels of food insecurity and protection concerns. Throughout the Socio-economic conditions in the West Bank, including East year, the Agency’s Protection and Neutrality team in the West Jerusalem, also remained difficult, with Palestine refugees Bank, including East Jerusalem, continued to carry out a united nations relief and works agency for palestine refugees in the near east 67 number of advocacy interventions to monitor, document and both in Gaza and the West Bank, including East Jerusalem, report on protection concerns affecting Palestine refugees; UNRWA continued its efforts to safeguard the neutrality of its in addition, emergency cash assistance was provided to operations through bi-annual inspections of its installations. refugee households impacted by protection threats. Finally, 68 2019 annual operational report 3.1.funding summary: 2019 oPt emergency appeal

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

Allocation Allocation Programme Interventions Amount Total Allocation Gaza West Bank Headquarters required 97,985,904 94,561,301 3,424,603 Emergency food assistance received 55,631,634 55,631,634 0 difference 42,354,270 38,929,667 3,424,603 required 15,000,000 15,000,000 Emergency cash-for-work received 19,775,551 19,775,551 difference +4,775,551 +4,775,551 required 3,831,206 3,831,206 Emergency cash assistance received 250,576 250,576 difference 3,580,630 3,580,630 required 2,600,000 2,600,000 Emergency health received 343,806 343,806 difference 2,256,194 2,256,194 required 4,040,000 4,040,000 Education in emergencies received 360,929 360,929 difference 3,679,071 3,679,071 required 3,482,825 3,482,825 Mental health and psychosocial support received 3,251,716 3,251,716 difference 231,109 231,109 required 3,085,383 200,000 2,885,383 Protection received 1,357,669 232,538 1,125,131 difference 1,727,714 +32,538 1,760,252 required 1,598,400 1,598,400 Emergency environmental health received 0 0 difference 1,598,400 1,598,400 required 4,121,700 3,500,373 236,046 385,281 Coordination and management received 2,380 0 0 2,380 difference 4,119,320 3,500,373 236,046 382,901 required 300,000 300,000 Neutrality received 0 0 difference 300,000 300,000 required 615,000 500,000 115,000 Emergency preparedness received 0 0 0 difference 615,000 500,000 115,000 required 1,800,000 1,800,000 Safety and security received 193,859 193,859 difference 1,606,141 1,606,141 To be allocated required 138,460,418 127,582,899 10,492,238 385,281 Total received 81,168,119118 79,790,032 1,375,707 2,380 difference 57,292,299 47,792,867 9,116,531 382,901 united nations relief and works agency for palestine refugees in the near east 69 3.2. gaza: sector-specific interventions 3.2.1. Strategic priority 1: crisis-affected palestine refugee households facing acute shocks have increased economic access to food

Emergency Food Assistance

Outcome: The severity of refugee food insecurity is tempered. Output Indicator Actual Target (2019) Refugee households living in poverty meet Number of refugees living beneath the abject-poverty 604,193 620,310 their most basic food requirements line of US$1.74 per person per day who receive (300,826 female, (308,812 female, emergency food assistance 303,367 male) 311,498 male) Number of refugees living between the abject-poverty 432,192 389,680 line of US$ 1.74 per person per day and the absolute- (215,086 female, (194,167 female, poverty line of US$ 3.87 per person per day who 217,106 male) 195,513 male) receive emergency food assistance Percentage of caloric needs for the abject poor that 79.76% 80% are met through food distributions Percentage of caloric needs for the absolute poor that 42.95% 43% are met through food distributions

Access to food in Gaza remains a challenge for a majority Palestine refugees. During the reporting period, 42.9 per cent of refugees struggling with deteriorating socio-economic of the reassessed cases (188 out of 438 families) slipped from conditions, compounded by the restricted movement of people absolute to abject poverty, while the circumstances of only 3.53 and goods due to the blockade, electricity shortages and high per cent of reassessed abject poverty caseloads (26 out of 736 unemployment. families) improved to the point that they could be reclassified as absolute poor. During the year, UNRWA also verified and In response to increasing levels of vulnerability and reduced updated beneficiary data and approximately 10,000 refugees resilience, in 2019, UNRWA provided emergency food assistance were removed from the eligible beneficiary list as they were to 1,036,385 beneficiaries (209,961 families), including 16,826 confirmed as being deceased or having emigrated from Gaza. female-headed households. In-kind emergency food assistance was provided through four distribution rounds. Overall, 604,193 As vulnerability levels in Gaza remain high, addressing food refugees (117,914 families), including 11,970 female-headed insecurity continues to be a priority, as the Agency strives to cover households and 36,949 persons with disabilities, living below the the basic needs of the most vulnerable Palestine refugees. Efforts abject poverty line of US$ 1.74 per day, received 79.8 per cent of are underway to refine and modernize poverty assessments, their required daily caloric needs, while 432,192 refugees (92,047 align better with tools and systems used by the authorities families), including 4,856 female-headed households and 5,799 and other agencies, and to focus on those most in need. While persons with disabilities, living below the absolute poverty line continuing work in this regard and refining the content of food of US$ 3.87 per person per day, received 42.95 per cent of their baskets, due to the unpredictability of the financial situation, caloric requirements. The salary cut for PA employees in Gaza, as of the last quarter of 2019, home visits for the current PAS which started in 2017, is believed to have contributed to the and the inclusion of new cases for poverty assessments were increased caseload of absolute poor relying on Agency food suspended. A PDM survey was conducted in December 2019119 assistance to meet their basic needs. to inform decision making on the future of emergency food assistance in light of protracted financial challenges, and to Food was provided in two different baskets based on poverty support the future consideration of different modalities for the level and on the number of individuals per household. In 2019, provision of food assistance. During the reporting period, the to contribute to meet individuals’ daily caloric needs, UNRWA procurement of food commodities was made possible through provided food commodities including flour, powdered milk, advance payments under the UNRWA programme budget and sunflower oil, sugar, lentils, chickpeas and rice. Canned sardines a CERF loan. were added to the abject poor basket as a source of protein. Finally, the Agency continued to actively participate in Food In 2019, 128 relief workers continued to assess the eligibility Cluster and the Cash Programming Working Group meetings in of refugees for food assistance using the Agency’s poverty Gaza, and supported overall planning and reporting processes, assessment survey (PAS). Based on assessment requests from including the Humanitarian Needs Overview, the Humanitarian beneficiaries, 32,040 home visits were conducted and relief Response Plan (HRP) and the Palestine Socio-Economic & Food workers noted a significant increase in the poverty level amongst Security Survey. 70 2019 annual operational report

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

Emergency Cash-for-Work

Outcome: The severity of refugee food insecurity is tempered. Output Indicator Actual Target (2019) Palestine refugees earn wages to cover Number of workdays generated 1,230,992 1,133,808 their basic food needs Number of full-time equivalents created 4,274 3,973 Number of refugees benefiting from short-term CfW 13,572 11,082 (5,286 female, (6,649 female, 8,286 male) 4,433 male) Total value provided to CfW beneficiaries US$ 16,805,925 US$ 13,512,854

In 2019, UNRWA created 1,230,992 working days through a range Overall, 5,286 women received job opportunities, of which of work opportunities to assist the most vulnerable Palestine 3,234 were given skilled or professional positions. Skilled female refugees. This translated into short-term opportunities for 13,572 applicants received 61.2 per cent of the total number of skilled refugees, benefiting a total of about 78,500 individuals (workers jobs, with more than 75 per cent of the skilled female workforce and their families) and injecting US$ 16,805,925 into the local positioned in UNRWA installations, including schools, HCs and economy, overachieving the planned target. The majority of RSS offices. Of the total funded unskilled posts, 38.8 per cent direct beneficiaries were unskilled workers (6,901 individuals, or were assigned to females, overachieving the planned target of 50.8 per cent of the total), followed by 6,419 skilled workers (47.3 15 per cent. Unskilled posts included different assignments, such per cent). Only 252 individuals were hired under the professional as school attendants, guards, cleaners, packers and agricultural category (1.9 per cent). workers. united nations relief and works agency for palestine refugees in the near east 71

In response to extremely high levels of youth unemployment in accordance with the funding forecast and do not reflect actual Gaza - 67.5 per cent among the 20 – 24 age group,120 UNRWA needs which have remained high over the past years. In light of particularly focused its efforts on providing recent graduates available resources, the Agency continued to use a family-based with short-term work opportunities. Accordingly, during 2019, approach whereby priority was extended to families who had not 15.9 per cent of all opportunities were provided to recent benefited from a CfW opportunity in the past. Coupled with high graduates and 64.7 per cent of skilled positions were awarded demand, this leads to long waiting times. Currently, the average to refugees between the ages of 18 and 29 against a target of waiting time for a family on the CfW waiting list is over four 40 per cent. years. Of the 284,112 applicants registered in the UNRWA CfW database, 50,752 submitted their applications in 2019, reflecting The overachievement of CfW targets was due to the availability exceptionally high unemployment rates and confirming the high of additional funding under this intervention. It is worth demand for temporary employment. highlighting, however, that 2019 targets were designed in

Sanitation labourers at Beach Refugee Camp as part of the UNRWA cash-for-work programme, Gaza. © 2020 UNRWA Photo by Khalil Adwan 72 2019 annual operational report

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

Emergency Health

Outcome: Crisis-affected refugees enjoy their right to health. Output Indicator Actual Target (2019) Crisis-affected refugees have access to Number of poor refugees receiving secondary or 4,134 3,500 secondary and tertiary health care tertiary health care (2,728 female, 1,406 male) Crisis-affected refugees have access to Number of injured GMR cases provided with 925 122 750 123 primary health care lifesaving medicines121 Number of physiotherapy sessions provided at 6,396 3,960 UNRWA health centres Crisis-affected refugee students Percentage of students who receive support as a result 96.33% 100% receive medical support of in-depth medical assessments

The health system in the Gaza Strip is operating under severe assistive devices. Despite Agency efforts, some parents refrain pressure due to rapid population growth, deteriorated living from sending their children for medical assessments once conditions and the lack of adequate financial resources. The notified of the needed referral; therefore, 3.7 per cent of identified protracted blockade imposes restrictions on movement of cases in 2019 remained unassessed. UNRWA will continue to people, including patients seeking treatment outside of Gaza, raise awareness amongst parents regarding the importance of and restrictions on movement of materials, including medical providing children with medical and learning support. supplies. Compounded by the internal Palestinian divide, this has led to a serious deterioration in the availability and quality Prioritized access to secondary and tertiary care was provided of health services.124 to 4,134 abject poor patients in need of critical medical support, representing 37.7 per cent of all cases referred for treatment In 2019, in addition to providing access to life-saving secondary under the UNRWA health programme. and tertiary health care, UNRWA emergency health interventions focussed on responding to the needs that resulted from GMR Finally, although the number of injured as a result of GMR demonstrations, in addition to providing comprehensive demonstrations declined in 2019 in comparison to 2018, the medical screenings in schools that were aimed at identifying and Agency continued to provide emergency health services to the supporting students with special needs. newly injured and continuous support to Palestine refugees who required medical follow-up. In 2019, a total of 925 injured Throughout the year, the Agency was able to provide cases received care at UNRWA HCs, including immediate comprehensive medical assessments to 11,571 Agency medical treatment and consultations, dressings, physiotherapy students, equivalent to 96.3 per cent of the total 12,011 referred and psychosocial support. Eleven Agency HC physiotherapy caseload, to identify and treat conditions that might otherwise units conducted a total of 6,396 physiotherapy sessions during go undiagnosed. Cases in need of a medical assessment are the course of the reporting period. Target overachievement is identified through systematic referral by the UNRWA education attributed to the nature of the injured as many required repeated programme. Following a health screening, students with special treatments and medical follow-up. needs are provided with the necessary medical treatment and united nations relief and works agency for palestine refugees in the near east 73

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

Education in Emergencies

Outcome: The effects of the blockade, poverty and violence are countered through a supportive learning environment where refugee students can realize their potential. Output Indicator Actual Target (2019) Refugee students with additional learning Number of support teachers hired to facilitate 585 1,000 needs in Arabic and mathematics are students’ education in Arabic and mathematics (555 female, 30 (400 female, supported male) 600 male) Number of children supported by additional learning 68,007 68,007 in Arabic and mathematics (32,648 girls, (32,648 female, 35,359 boys) 35,359 male) Refugee students are provided Number of Palestine refugee students provided 0 125 278,938 with learning tools with educational materials (back-to-school kits, (134,965 female, psychosocial support/recreational kits, stationery) 143,973 male) each semester

In 2019, providing Palestine refugee children with access to Using the UNRWA IE Tool kit, teachers were trained to identify inclusive, equitable, quality and safe education in line with UN and respond to students’ diverse needs, including those with values and principles remained a priority for UNRWA in Gaza. a disability, and/or other learning, psychosocial and health During the 2018/19 scholastic year, and building on the existing needs. Due to funding constraints, only 58.5 per cent of required Agency education system, UNRWA also supported Palestine support teachers were deployed, which resulted in a reduction refugee children through the EiE programme that provides in the number of support sessions in comparison to 2018 (only additional learning support to students whose education is one semester was covered in 2019). In addition, the Agency affected by the humanitarian crisis and conflict. To this end, was unable to provide students with educational materials the Agency deployed 585 additional teachers (555 female, (back-to-school kits, psychosocial support/recreational kits and 30 male) to provide additional learning support in Arabic and stationery), prioritizing the continuity of learning support under mathematics to 68,007 students (32,648 girls, 35,359 boys). available resources. 74 2019 annual operational report

In 2019, MHPSS counsellors in UNRWA schools continued to constraints, they had worked on a part-time basis for most of provide individual and group counselling to help children cope the 2018/19 school year. The provision of MHPSS for Palestine while strengthening their resilience in the face of an increasingly refugee children in Gaza remains a priority for UNRWA, and oppressive environment. In light of the increased need for continuous financial support will be required in 2020 to ensure psychosocial support, in May 2019, the Agency reinstated that support is able to keep pace with increasing demand. 241 school counsellors on a full-time basis. Due to funding

Mental Health and Psychosocial Support

Outcome: The psychosocial well-being of Palestine refugees is enhanced. Output Indicator Actual Target (2019) UNRWA students and parents receive Number of students receiving life skills support 123,251 24,471 psychosocial support students (13,100 female, (67,842 female, 11,371 male) 55,409 male) Number of students receiving group counselling 6,866 5,768 (3,647 female, (2,884 female, 3,219 male) 2,884 male) Number of students receiving individual counselling 11,057 5,665 (5,182 female, (2,832 female, 5,875 male) 2,833 male) Number of parents receiving parent awareness 34,196 8,000 sessions (28,348 female, (4000 female, 5,848 male) 4000 male) Families and communities receive Number of adults receiving group interventions 2,583 1,050 psychosocial support (1,983 female, (1,020 female, 600 male) 30 male) Number of adults receiving individual counselling 6,407 34,300 (4,354 female, (2,700 female, 2,053 male) 600 male) Number of women attending psychosocial education 14,806 10,000 sessions

During the first five months of 2019, the provision of MHPSS additional students. For students requiring more focused continued to suffer from severe financial related service support, 6,866 children benefited from group counselling. reductions. In this regard, some 500 staff continued to be Moreover, 11,057 at-risk students were supported through employed on part-time contracts as part of 2018 adjustment individual counselling and 34,196 parents received parent measures due to funding shortfalls. In response to overwhelming education sessions at schools. need, these personnel reverted to full-time employment At UNRWA HCs, mental health counsellors provided individual that was supported through an advance under the Agency’s counselling to 6,407 adults. This was complemented by programme budget. This allowed UNRWA to overachieve against structured psycho-education and group counselling aimed targets that were based on the availability of part-time MHPSS at strengthening both individual coping and mutual support staff. During the year, counsellors in schools and HCs, as well as among participants. During the reporting period, group legal counsellors, continued to implement a range of structured counselling was provided to 2,583 adults while an additional interventions to address the psychosocial and mental health 17,570 individuals (14,806 female, 2,764 male) participated in needs of Palestine refugees. psychosocial education sessions that were provided in response Life-skills sessions, designed to strengthen the coping skills to critical psychosocial needs related to the impact of the GMR. and resilience of children, were provided to 123,251 students Moreover, some 8,655 adults benefited from public awareness during after-school and summer fun activities. As referenced sessions that covered a range of family and social issues. In above, the target was over-achieved due to the availability of 2019, 5,486 adults (3,956 female, 1,530 male) received one-time additional funding for this intervention which allowed for the individual consultations and advice concerning personal, family implementation of summer learning activities that targeted and social issues. united nations relief and works agency for palestine refugees in the near east 75

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

Protection

Outcome: The psychosocial well-being of Palestine refugees is enhanced. Output Indicator Actual Target (2019) Vulnerabilities are mitigated and the most Number of vulnerable refugees, including children, 0 500 acute protection needs are effectively women and persons with disabilities, provided with addressed targeted support to address situations of exploitation, and abuse and neglect Front-line staff have capacity to identify Number of staff members trained on protection 276 800 and respond to protection needs (198 female, 78 male) Delegations and key international Number of briefings and reports on the humanitarian 79 50 stakeholders are fully aware of the impact and protection context provided to key international of the protracted humanitarian crisis in stakeholders, including delegations Gaza and its implications for the protection of Palestine refugees

In a highly volatile political, security and socio-economic context, targeting 276 Agency staff (198 female, 78 male). UNRWA continued to provide protection support to Palestine refugees in Gaza; however, funding constraints under the EA During the reporting period, 79 briefings were organized for impacted the Agency’s ability to implement protection activities a range of international stakeholders including ministers, at the scale needed, such as providing targeted support to donors, politicians, diplomats, journalists and researchers to vulnerable refugees facing protection risks including abuse, raise awareness on protection issues affecting Palestine refugees exploitation and neglect. Nevertheless, through other sources in Gaza. UNRWA also continued to cooperate with requests for of funding, UNRWA programmes, including RSS, Health and information from embassies, NGOs and other UN entities. As Education assisted 2,558 individual cases experiencing part of continuous advocacy efforts, on the occasion of the first protection threats (1,975 women, 107 men, 252 girls, 224 anniversary of the GMR, the Agency released a report, “Gaza’s boys). Through emergency funding, the Agency continued to Great March of Return – One Year On” 126 together with a social strengthen staff capacities in relation to GBVin emergencies media campaign to highlight the humanitarian consequences of and disability inclusion through the implementation of trainings the demonstrations and the impact on UNRWA service provision. 76 2019 annual operational report

Emergency Water and Sanitation

Outcome: A critical deterioration in refugee health is avoided through emergency water and sanitation interventions. Output Indicator Actual Target (2019) The functioning of essential UNRWA WASH Number of critical WASH facilities supported 9 9 facilities is supported Percentage of identified repairs to damaged and 0% 100% degraded water and wastewater networks in camps carried out Exposure of refugees to vector-borne Number of identified mosquito-breeding sites cleared 0 3 diseases is reduced Tons of waste removed from unofficial dumping sites 70,800 60,000

In 2019, no funding was received under the EA for water and fully respond to the increased demand for WASH related services. sanitation interventions; however, through an advance from the In this regard, no emergency repair of camp water and sanitation Agency’s programme budget and project funding, UNRWA was networks was possible, compromising refugee access to water and able to provide minimum basic WASH services to prevent the sanitation services. Should this continue, the rapid deterioration of outbreak of infectious diseases and other public health hazards already old networks is expected to significantly reduce the quality in Palestine refugee camps. Within limited resources, UNRWA of these networks for refugee camp residents. In addition, UNRWA prioritized the removal of 70,800 tons of solid waste from unofficial was unable to support the clearing of identified mosquito breeding dumping sites near refugee camps to official landfill sites and the sites in Wadi Gaza, Beit Lahia, Khan Younis and Nuseirat, increasing provision of approximately 100,000 litres of fuel to nine water wells the risk of the spread of mosquitoes and potential outbreaks of in Palestine refugee camps (seven in Jabalia, one in Khan Younis and mosquito and water-borne diseases. one in Rafah). Due to funding constraints, the Agency was unable to united nations relief and works agency for palestine refugees in the near east 77 3.3.west bank: sector-specif ic interventions

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

Emergency Food Assistance

Outcome: The severity of refugee food insecurity is tempered. Output Indicator Actual Target (2019) Food-insecure refugee households are Number of individuals benefiting from joint WFP-UNRWA 37,000 37,000 provided with the means and knowledge to food distributions for vulnerable Bedouin and herder meet their most basic food requirements communities in Area C

During the reporting period, UNRWA continued to provide in-kind carried out according to plan through four rounds, reaching all emergency food assistance to refugee and non-refugee Bedouin targeted communities. and herder communities throughout the West Bank through The first food distribution round was delayed due to difficulties a partnership with the WFP. Ensuring continued assistance to encountered in the procurement of food items. Some access Bedouin and herder communities remains a priority given high issues, also causing delays, were faced in distributions to the levels of food insecurity and severe protection threats faced communities of Khan Al-Ahmar, Qalqiliya and Ramadeen (North by these communities, especially those located in Area C. This and South) and to some 14 communities east of Hebron. These intervention enhanced the food security of 37,000 individuals issues were resolved in coordination with the protection cluster (6,192 families) living in 86 Bedouin and herder communities and the Israeli Civil Administration, or in some cases, through the across the West Bank, helping them meet their basic food needs use of alternative distribution points. and strengthening their resilience. Distributions were largely

Food distribution for the Arab al-Jahaleen Bedouin community, al-Eizariya, West Bank. © 2017 UNRWA Photo by Iyas Abu Rahmah 78 2019 annual operational report

Emergency Cash Assistance

Outcome: The severity of refugee food insecurity is tempered. Output Indicator Actual Target (2019) Abject poor refugees receive emergency Number of abject poor refugee households in the 3,610 3,620 cash assistance to cover their basic needs West Bank (in rural, urban areas and in the 19 camps) receiving cash assistance through the e-card modality Number of abject poor refugee individuals in the 25,578 23,782 West Bank (in rural, urban areas and in the 19 camps) (12,451 female, (11,479 female, receiving cash assistance through the e-card modality 13,127 male) 12,303 male) Total value disbursed as cash to abject poor refugee US$ 3,543,169 US$ 3,329,536 households In 2019, UNRWA continued its emergency cash assistance in accordance with the actual caseload identified through the programming in the West Bank that targeted abject poor refugees. assessment. Despite very limited funding received under the EA for this intervention, the Agency was able to continue this intervention The e-card cash assistance distribution modality, an intervention thanks to an advance from its programme budget that was made implemented in partnership with the Bank of Palestine, provides available to ensure that the most vulnerable refugees in the West cash to vulnerable refugees through bank debit cards, contributing Bank continued to receive the necessary support. Throughout 2019, to refugee empowerment by offering beneficiaries freedom of UNRWA provided 125 ILS (approx. US$ 35) per person per quarter choice and enabling greater flexibility in household spending. Due in emergency cash assistance through the e-card modality to 3,610 to funding constraints, UNRWA was forced to place the recruitment abject poor refugee households (25,578 individuals). Targets for this of fixed term emergency cash assistance programme staff on hold. intervention were overachieved as a refugee eligibility assessment In addition, cash assistance field office monitors and the hotline was on-going at the time that the targets were developed. As coordinator were separated from service. These measures had a such, targets were based on estimates. The number of individuals negative impact on the Agency’s ability to address field distribution targeted with emergency cash assistance was subsequently revised issues in a timely and effective manner.

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

Protection

Outcome: Refugees receive enhanced protection from the immediate and most serious effects of occupation related policies, practices and hostilities, respect for IHL and IHRL is promoted, and abuses are mitigated. Output Indicator Actual Target (2019) Enhanced systematic follow-up of Percentage of UNRWA advocacy interventions on 44% 20% authorities responsible for alleged IHL protection issues that prompt concrete action from violations the relevant authorities Percentage of documented incidents for which 95% 65% UNRWA obtains informed consent that are presented to the relevant authorities Delegations are better informed to Number of protection (advocacy) interventions, 176 85 advocate on the protracted crisis affecting including formal letters, concerning protection issues refugees undertaken by UNRWA targeting external actors and duty bearers The risk of forced displacement of Percentage of vulnerable refugee households 42% 50% vulnerable communities is reduced and impacted by protection threats who re-establish the their coping capacities are increased physical safety and security of their residence after receiving emergency cash assistance Percentage of refugee households affected by 71% 50% demolitions/evictions who re-establish stable accommodation at the cessation of interventions 127

UNRWA protection capacity has been severely affected by the indicators’ methodology, which was conducted during the year Agency’s 2018 financial crisis that forced UNRWA to scale down in order to provide a more comprehensive overview of advocacy its protection interventions and adjust to a reduced budget. interventions. More specifically, the Agency reviewed these As funding constraints persisted, these adjustments were indicators to include advocacy interventions targeting duty maintained in 2019, continuing a most concerning trend that bearers and briefings to external actors including diplomats, heightens potential risks to both Palestine refugees and Agency organizations and journalists. Out of the 131 advocacy operations. The overachievement of the targets in relation to interventions conducted by the WBFO Protection and Neutrality UNRWA advocacy efforts was mainly due to a revision in the department throughout the year, 58 prompted concrete actions united nations relief and works agency for palestine refugees in the near east 79 from the relevant authorities. As for external briefings, positive households impacted by protection threats re-established the actions triggered by UNRWA interventions included policy physical safety and security of their residence after receiving memos, updates to capitals, media articles and social media emergency cash assistance, slightly below the annual target. activity. Overall, during the reporting period, WBFO conducted During the reporting period, the number of refugee households a total of 176 advocacy interventions. affected by demolitions/evictions who re-established stable accommodation after the cessation of interventions was above Due to funding constraints, the Protection and Neutrality the set target, at 71 per cent (39 out of 55 families). This result is an department had reduced capacity to fully document protection indication of the effectiveness of the cash and case management incidents and report these to the relevant authorities.129 The interventions provided through the UNRWA Crisis Intervention overachievement of this target reflects the number of cases for Model, which contributes to the empowerment of displaced which UNRWA obtained consent from beneficiaries and reported families in the West Bank (including East Jerusalem) and helps to the Israeli authorities (18 out of 19 documented cases). them to cope with the ramifications of forcible displacement by In 2019, 42 per cent (314 out of 752 families) of refugee enabling them to stay in their respective communities.

An UNRWA Protection Social Worker visits a family whose house has been partially demolished in Beit Jala, West Bank. © 2016 UNRWA Photo by Dirk-Jan Visser 80 2019 annual operational report 3.4. gaza, west bank and headquarters 3.4.1. Strategic priority 3: effective management and coordination of the emergency response

Coordination and Management and Safety and Security

Outcome: The emergency response, as funded, is effectively implemented and managed. Output Indicator Actual Target (2019) The response, as funded, is effectively Mid-year EA progress report issued within a set period 120 120 days implemented and managed of time after the end of the reporting period Draft annual EA report issued within a set period of 96 120 days time after the end of the reporting period Number of times EA implementation is reviewed 2 2 within the context of mid-year and annual results reviews

In 2019, UNRWA continued to support the planning, monitoring exercise was conducted during the second half of the year in and evaluation of emergency interventions and activities related coordination with WBFO, mainly with a view of strengthening to the safety and security of staff and refugees and the neutrality emergency preparedness at the area level. of its facilities. This proved vital for the efficient and effective During the reporting period, a senior emergency officer continued delivery of services and to maintain and further develop capacity to oversee planning, monitoring and reporting activities, while to respond to rapid-onset emergencies. the online RBM system allowed the Agency to track actual results At the Headquarters level, the Department of Planning continued against planned priorities on a quarterly basis, facilitating regular to be responsible for the planning and coordination of emergency consolidated reporting. This annual report was preceded by a response activities, with a special focus on supporting GFO and Mid-Year Report, providing an overview of the status of the 2019 WBFO in maintaining, reviewing and updating their contingency oPt EA during the first six months of the year. In 2019, UNRWA and business continuity plans. During the first half of 2019, the also maintained other HQ functions in support of emergency Department of Planning supported WBFO in the organization operations, including data analysis for emergency programming of a field-level simulation exercise to test critical functions, and legal services supporting, among other things, engagement processes and procedures required in the event of an emergency. with the international human rights system on protection issues Senior staff from the Field Office, HQ departments in Jerusalem that raise concerns about possible violations under international and HQ departments in Amman also participated in the exercise. law. Due to funding shortfalls, support functions were primarily The follow-up to key recommendations identified during the made possible through UNRWA’s programme budget.

Emergency Preparedness

Outcome: Reduced losses in lives and in the social, economic and environmental assets of refugee communities. Output Indicator Actual Target (2019) The Agency has adequate response Number of staff trained in emergency preparedness 1,026 1,026 (Gaza) capacity to address protracted crises and and response sudden-onset emergencies Number of staff trained in early recovery 0 342 (Gaza) Number of refugee households covered by available 110 refugee 400 refugee emergency stocks households households (West Bank) (West Bank)

In 2019, the security situation in Gaza remained volatile. In and response capacity in times of emergency, with participation in response, UNRWA strengthened its emergency preparedness cluster and inter-cluster coordination group meetings, and other and risk management capabilities through a continued focus coordination fora. However, the current funding shortfall remains on warehouse stockpiling, staff training, engagement in inter- a persistent challenge and undermines the Agency’s ability to agency preparedness and planning activities, and the refinement rapidly respond in case of an emergency in Gaza. and testing of internal mechanisms and protocols. Long term During the year, emergency preparedness trainings were agreements are in place to guarantee the adequate provision of conducted for UNRWA emergency staff in Gaza, including food items, non-food items (NFIs) and cleaning supplies in case simulation exercises. Two simulations were conducted at the of emergencies. The Agency also ensured effective coordination Central Operation Room targeting 32 local and international with other humanitarian actors in Gaza to reinforce preparedness staff members (11 female, 21 male), and four simulations were united nations relief and works agency for palestine refugees in the near east 81 conducted at the Area Operation Rooms-level, targeting 121 local (overburdened sewerage lines, insufficient storm water networks staff (10 female, 111 male). Simulations at Designated Emergency and structural weaknesses in some shelters). Gaps were mapped Shelters were also conducted, targeting 873 UNRWA staff. Due to to prioritize key infrastructure improvements, should funding the unavailability of funding, no trainings on early recovery were become available. In addition, efforts were made during the year implemented in 2019. to improve operational coordination with external actors at the governorate level. Additional protective equipment and tools for In the West Bank, NFIs were provided to 110 households sanitation workers were procured to respond to a gap identified (corresponding to 611 individuals) in response to various in early 2019. emergencies such as winter storms. Due to limited funding and the relatively low level of sudden onset emergencies in 2019, this UNRWA WBFO also continued to strengthen its emergency target was underachieved. preparedness and response planning and updated its emergency tools and procedures. In this regard, the Emergency Preparedness In 2019, three main winter storm episodes were reported in Structure was reviewed and relevant business continuity, the West Bank (in January, February and December). Response emergency relocation and contingency plans were updated. As arrangements were coordinated appropriately and there was part of this work, a Field level emergency simulation exercise was no major disturbance to UNRWA services during these events. organised in June 2019 at WBFO, as referred to above. During Sanitation workers responded to flooding in 13 camps and NFIs the second half of 2019, UNRWA also conducted a mapping of were provided when necessary. While the overall response was the communities at risk in the Jordan Valley and presented it to well coordinated, gaps remained in relation to risk mitigation relevant stakeholders.

Neutrality (Gaza)

Outcome: Agency neutrality and integrity is safeguarded. Output Indicator Actual Target (2019) Agency neutrality and integrity is Percentage of installations monitored biannually 100% 100% safeguarded Inspections and training are Number of staff members receiving neutrality training 490 (253 female, 500 129 carried out to safeguard neutrality (including neutrality in the use of social media) 237 male) Percentage of noted neutrality breaches followed up 72% 130 100%

In line with the UNRWA Neutrality Framework and SOPs governing unauthorized maps and land encroachment. These findings were the implementation of the Agency’s commitment to humanitarian raised for immediate action with the installation managers. During principles, UNRWA continued to safeguard the neutrality of inspection visits, neutrality awareness sessions were provided to UNRWA operations to facilitate the provision of humanitarian installation managers and staff. In addition, 490 staff members services in a challenging operational environment. Although no (253 females, 237 males), particularly school principals and funding was received under the EA for this intervention, UNRWA deputy school principals, were trained on the UNRWA Neutrality ensured that neutrality activities continued through an advance Framework. Underfunding represented a challenge during from its programme budget. It merits note that, while the Agency the reporting period, in particular in relation to recruitment of has taken steps to address the loss of funding in relation to international field-based staff dedicated to neutrality incident neutrality interventions, capabilities are strained. This represents reporting and installation inspections. Decreased funding also an organisational risk. led to a significant reduction of the Gaza guard force which has increased the real risk of incidents occurring. Neutrality Installation Inspectors play a vital role in safeguarding the Agency’s neutrality and the safety and security of its An updated version of the neutrality database was introduced in personnel and beneficiaries. In 2019, a total of 276 unannounced 2019, and senior area staff, including Chief Area Offices, became visits to UNRWA installations were conducted. Issues related more involved in following up on neutrality violations in UNRWA to neutrality that were observed during the visits included the installations. use of inappropriate posters, graffiti, stickers, national flags, 82 2019 annual operational report

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

Neutrality (West Bank)

Outcome: Agency neutrality and integrity is safeguarded. Output Indicator Actual Target (2019) Inspections and training are carried out to Percentage of installations monitored biannually 81% 100% safeguard neutrality Number of staff members receiving neutrality training 30 500 (including neutrality in the use of social media) Percentage of noted neutrality breaches followed up N/A 100%

In 2019, UNRWA staff carried out semi-annual inspections access and movement limitations due to the tense political of 81 per cent of the Agency’s installations in the West Bank, environment. while 97 per cent of the installations were inspected at least A total of 313 neutrality issues were identified during the once. WBFO breaks down installation inspections into two inspections, including lack of UN flags and signs on installations, categories due to the different staff who conduct inspections and non-neutral graffiti, among others. Due to capacity – inside (Protection and Neutrality Officers) and outside camps deficits (associated with financial constraints that necessitated (senior staff – national and international). In 2019, all UNRWA programme restructuring), no 2019 data is available on the installations inside refugee camps were inspected twice by number of identified neutrality breaches followed up. Data will Protection and Neutrality teams except for one camp inspected be available for 2020 inspections. only once due to security concerns. For installations outside camps, 69 per cent were inspected twice by senior staff teams. In 2019, due to funding constraints, WBFO capacity in the area of The lower number of the outside camp inspections was due to: neutrality focused on installation inspections rather than large (i) staff turnover and resource issues and the related disruption scale staff neutrality trainings. This explains underachievement to the inspection schedule and knowledge retention; and (ii) against the planned target for this intervention. united nations relief and works agency for palestine refugees in the near east 83

chapter four: annual reporting under the 2019 syria regional crisis emergency appeal 84 2019 annual operational report

UNRWA students celebrating the start of the new academic year at al-Majdal School, Syria. © 2019 UNRWA photo by Noorhan Abdulhafeez united nations relief and works agency for palestine refugees in the near east 85 executive summary

This chapter of the 2019 AOR covers the UNRWA Syria without legal status in Jordan and those facing protection regional crisis response from January to December 2019 and concerns are particularly vulnerable, as they face restrictions is intended to provide information on results achieved as in accessing employment opportunities and basic services measured against the full range of indicators included in the and live under continuous fear of detention and forcible EA for the 2019 Syria regional crisis. return. Overview UNRWA response In 2019, Palestine refugees in Syria remained highly In 2019, UNRWA continued to provide emergency assistance vulnerable, facing persistent humanitarian and protection to Palestine refugees in Syria and PRS in Lebanon and needs following almost nine years of conflict. Loss of lives and Jordan. Funding constraints limited the provision of livelihoods, protracted displacement, large-scale destruction some services, particularly in Syria, where the Agency’s and deteriorating socio-economic conditions continued to emergency operations remained largely underfunded with negatively affect the lives of Syrian and Palestine refugees only 34.23 per cent of the required funds received by the alike. Throughout the year, the depreciation of the Syrian end of the year.131 Within the limited resources available, pound, accompanied by rising inflation, high unemployment in 2019, UNRWA continued to provide cash assistance to and an increase in the price of basic commodities added more than 400,000 Palestine refugees in Syria through an increased burden on the already difficult conditions three distribution rounds, each one covering four months experienced by all civilians in Syria. During the reporting of assistance. In the second distribution round (May 2019), period, further spontaneous returns of Palestine refugees to the Agency introduced a targeted approach to the provision newly accessible areas were observed, including to Ein el Tal of cash assistance, prioritizing the most vulnerable Palestine (90 families) and Dera’a camps (800 families); however, these refugees with a higher cash transfer, while those remaining camps, together with Yarmouk, remain largely destroyed as received a lower emergency allowance. Under this targeted a result of the hostilities, with many Palestine refugees still approach, UNRWA had planned to provide most vulnerable displaced and burdened with additional hardship. Palestine refugees with US$ 28 per person per month, while the remaining PRS were targeted with US$ 14 per person per Despite the end of active hostilities in some areas of the month. However, due to the funding shortfall, UNRWA had country, the security situation remained tense and volatile. to reduce the value of the cash transfer to US$ 14 and US$ Amongst other factors, the increased threat of asymmetric 9, respectively, with negative consequences on the ability attacks in some locations and the presence of ERWs scattered of Palestine refugees to cover their basic needs in a context throughout the country continued to pose serious protection of deteriorating socio-economic conditions. In 2019, in-kind risks to civilians, while intense hostilities in the North West of food assistance was also limited to the most vulnerable the country caused large-scale displacement and loss of life. Palestine refugees, reaching some 136,000 individuals PRS in Lebanon continued to be marginalized and lack through three distribution rounds. access to public services. The increasingly difficult socio- In Syria, UNRWA provided education to 50,143 students 132 and economic conditions in the country aggravated their supported the health needs of Palestine refugees through 25 existing vulnerability. The status of “economic emergency”, HCs and HPs and two mobile clinics deployed to areas where declared by the Government of Lebanon in September 2019, Palestine refugees face access constraints, such as Yalda. exacerbated an already dire situation, with banks imposing Protection interventions also continued, including through tight restrictions on the withdrawal and transfer of US the provision of legal assistance, the delivery of awareness dollars, ultimately leading to a considerable depreciation raising sessions on ERW in schools, and training to staff on a of the Lebanese pound, reduction in purchasing power and number of protection issues, including GBV. Due to funding increasing prices of basic goods. PRS in Lebanon, already constraints, UNRWA was not able to conduct all the necessary struggling with high levels of poverty and vulnerability, repair and rehabilitation works to its installations damaged remained highly dependent on the assistance provided by by the conflict in Syria. A small number of interventions to UNRWA to meet their most basic needs. During the reporting ensure the restoration of minimum services, with a focus on period, livelihoods and employment opportunities for PRS areas of spontaneous return, were implemented thanks to remained extremely constrained, with a negative impact on the availability of funds carried forward from the previous family resilience and youth. As observed in 2018, the number year, supplemented by project funding. of PRS in Lebanon continued to slowly decline in 2019, mainly due to returns to Syria and onward movement. In Jordan, the In Lebanon, UNRWA continued to provide cash assistance number of PRS recorded with UNRWA stood at 17,348 at the to an annual average of 27,987 PRS. At the end of the year, end of 2019. Many PRS in Jordan struggle with limited coping the Agency also provided winterization assistance to 8,180 mechanisms and exhibit signs of increased vulnerability; PRS PRS families across the country and 805 vulnerable PRL host 86 2019 annual operational report community families located mainly in the Beqa’a who faced introduced in 2018 that prioritizes the most vulnerable. harsh winter conditions. PRS in Lebanon continued to access Throughout the year, 695 extremely vulnerable PRS families PHC through the 27 UNRWA primary health care facilities facing acute needs also received one-off emergency cash across the country, while some 5,254 PRS students were assistance to help them recover from shocks and/or respond enrolled in UNRWA schools during the 2018/19 school year. to specific protection concerns. Throughout 2019, the Under the EA, UNRWA in Lebanon also provided vocational Agency continued to provide quality, inclusive and equitable training to increase access to employment opportunities education to 1,167 PRS students enrolled in the Agency’s for 308 PRS and PRL. Protection services, including legal schools. PHC was extended through 29 UNRWA health assistance, continued throughout the year; however, the facilities across the country. protection capacity had to be adjusted in accordance with a Finally, across the three fields of UNRWA operation covered constrained budget, limiting the ability of the Protection and by the Syria regional crisis EA, the Agency continued to Neutrality Team to provide protection training to UNRWA support Palestine refugee and PRS access to secondary and staff. Support to WASH services in Palestine refugee camps tertiary health care through the provision of hospitalization was also maintained throughout the year; however, basic subsidies. In addition, UNRWA implemented a number of maintenance and repairs of UNRWA installations could not MHPSS interventions with a special focus on students at be implemented due to the unavailability of funding. UNRWA schools, who were supported through individual In Jordan, UNRWA continued to provide unconditional and group counselling sessions and structured recreational cash assistance to 16,159 PRS through a targeted approach activities. united nations relief and works agency for palestine refugees in the near east 87 4.1. funding summary: 2019 syria regional crisis emergency appeal

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

Allocation Allocation Allocation Allocation Programme Interventions Amount Total Syria Lebanon Jordan Regional required 140,811,178 106,609,156 27,366,642 6,835,380 Cash assistance for essential needs, including food, shelter and NFIs received 74,603,538 47,187,880 22,315,629 5,100,030 difference 66,207,640 59,421,276 5,051,013 1,735,350 required 6,459,238 6,459,238 Non-food items received 114,426 114,426 difference 6,344,812 6,344,812 required 10,049,004 10,049,004 Food assistance received 7,807,893 7,807,893 difference 2,241,111 2,241,111 required 20,604,031 20,354,281 249,750 Livelihoods (microfinance, vocational training, income generation, social received 975,408 648,408 327,000 cohesion for Lebanon) difference 19,628,623 19,705,873 +77,250 required 24,036,566 16,132,603 7,359,619 544,344 Emergency health received 8,003,365 1,692,499 6,048,142 142,724 120,000 difference 16,033,201 14,440,104 1,311,477 401,620 +120,000 required 30,071,055 22,366,197 6,227,781 1,477,077 Education in emergencies received 11,105,076 4,215,708 5,668,368 1,221,000 difference 18,965,979 18,150,489 559,413 256,077 required 4,350,712 2,331,000 1,779,952 239,760 Protection received 1,224,743 703,656 520,113 974 difference 3,125,969 1,627,344 1,259,839 238,786 required 4,265,936 1,659,450 2,241,962 364,524 Environmental health received 1,689,476 689,476 1,000,000 0 difference 2,576,460 969,974 1,241,962 364,524 required 1,963,590 1,773,780 189,810 Safety and security received 974,495 960,888 13,607 difference 989,095 812,892 176,203 required 10,577,133 9,602,701 547,895 209,568 216,969 Capacity and management support received 4,452,518 3,539,027 352,828 550,685 9,978 difference 6,124,615 6,063,674 195,067 +341,117 206,991 required 23,714,528 23,459,228 255,300 Emergency repair and maintenance of UNRWA installations received 47,209 47,209 0 difference 23,667,319 23,667,319 255,300 To be allocated 2,102,468 2,102,468 183 required 276,902,971 220,796,638 46,218,711 9,670,653 216,969 Total received 113,100,615134 69,709,354 36,245,686 7,015,596 129,978 difference 163,802,356 151,087,284 9,973,025 2,655,057 86,991 88 2019 annual operational report

4.2. syria: sector-specif ic interventions 4.2.1. Strategic priority 1: preserve resilience through the provision of humanitarian assistance, ensuring that the most vulnerable refugees meet their basic needs

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

Outcome/Output Indicator Actual Target (2019) Outcome Palestine refugees are able to meet their Percentage of households reporting an improved food 63% 90% essential life-saving needs and cope with consumption score 135 sudden crises Outputs Palestine refugees in Syria are provided Number of individuals receiving cash assistance 410,870 418,000 with relief assistance during the last completed distribution round (215,473 female; (disaggregated by sex) 195,397 male) Number of most vulnerable Palestine refugees 127,357 126,000 provided with cash assistance during the last (76,745 female; completed distribution round (disaggregated by sex) 2 50,61 male) Number of most vulnerable Palestine refugees 136,074 126,000 provided with food assistance during the last (80,298 female; completed distribution round (disaggregated by sex) 55,776 male) Number of Palestine refugees receiving NFIs based on 31,332 30,000 need

UNRWA continued to provide cash assistance to Palestine most vulnerable. The third cash distribution round started on refugees in Syria to help them meet their basic needs. During 13 October and closed on 15 December 2019 and benefitted a the reporting period, the Agency launched three rounds of total of 410,870 (215,473 female; 195,397 male) beneficiaries. cash assistance, with the second round introducing a targeted Under its 2019 EA, UNRWA had planned to provide the most approach that focused on the most vulnerable Palestine vulnerable categories of Palestine refugees with US$ 28 per refugees. person per month and the rest of the caseload with US$ 14; however, these amounts were reduced to US$ 14 and US$ 9 During the first cash distribution round that ran from 13 respectively per person per month, given the lack of funds. January to 28 March 2019, 407,701 (213,523 female and 194,178 male) beneficiaries each received the Syrian pound During 2019, UNRWA successfully piloted the use of ATM equivalent of US$ 46 to assist them in covering basic needs cards for cash distributions, with a total of 10,000 Palestine for two months. During the second round of cash assistance, refugee families using ATM cards to receive cash assistance. which started on 19 May and ended on 25 August, UNRWA The Agency’s SFO, in coordination with other UN agencies, introduced a targeted approach based on vulnerability. This has started a process to identify financial service providers approach, which follows a two-tier system, was developed in capable of providing cash assistance through mobile banking accordance with the findings of a vulnerability assessment and e-payments. This will help facilitate access to UNRWA of a representative sample of Palestine refugee households assistance and increase operational efficiency. conducted by the Agency in Syria at the end of 2017. This During the year, three rounds of food assistance were assessment found that: (i) female-headed households; (ii) distributed, targeting Palestine refugees categorized as families headed by a disabled person; (iii) persons with the most vulnerable under the targeted approach and a disabilities; (iv) families headed by an older person; and (v) limited number of additional vulnerable cases. The first food unaccompanied minors (orphans) had an increased likelihood distribution round started on 10 March and ended on 25 of being vulnerable. July 2019, reaching 134,538 beneficiaries (79,159 female; During the second and third cash distribution rounds, 55,379 male). The second round started on 23 July and was Palestine refugees belonging to any of the five above completed on 24 October, reaching a total of 136,074 (80,298 referenced vulnerable groups received a higher cash transfer female; 55,776 male) beneficiaries. The third round started on set at US$ 14 per person per month, while the remaining 11 November and by the end of the reporting period, 54,490 population received US$ 9 per person per month, with each (35,219 female; 19,271 male) individuals had been reached individual receiving four months’ worth of assistance. By the with food assistance. UNRWA expects to complete the third end of the second round, 409,280 (214,592 female; 194,688 food distribution round during the first quarter of 2020 male) individuals received assistance; of these, a total of (February). 121,944 (73,548 female; 48,396 male) were identified as the united nations relief and works agency for palestine refugees in the near east 89

Based on the results of a PDM conducted in July 2019, 63 per During 2019, a total of 31,332 Palestine refugees received NFIs cent of Palestine refugees surveyed reported an acceptable (mats, mattresses, blankets, kitchen sets, hygiene kits, jerry cans level of food consumption, 31 per cent reported a borderline and/or tarpaulin) based on need. This intervention focused on level of food consumption and 6 per cent reported a poor those residing in areas with restricted access, people affected by level of food consumption. The underachievement of the emergencies and Palestine refugees spontaneously returning target related to the percentage of households reporting to newly accessible areas. Out of the total number of Palestine an improved food consumption score may be due to the refugees reached, UNRWA provided NFIs and ready-to-eat reduction in the amount of the cash assistance provided and baskets to approximately 8,000 individuals located in Yalda, Babila the distribution of food parcels only to the most vulnerable. and Beit Sahem, who continued to face mobility restrictions.

UNRWA continues to deliver critical food assistance to the most vulnerable Palestine refugees in Syria © 2018 UNRWA Photo by Iyad Faouri 90 2019 annual operational report

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

Emergency Health

Outcome/Output Indicator Actual Target (2019) Outcome The impact of the crisis on health services Number of visits and/or consultations supported by 814,310 900,000 for refugees is reduced UNRWA (primary, secondary and tertiary health care) Outputs Palestine refugees have access to primary Number of Palestine refugee visits to UNRWA health 794,829 900,000 health care services facilities (disaggregated by sex) (459,448 female; 335,381 male) Number of Agency health centres, health points and 25 24 mobile clinics Number of UNRWA hospitalizations accessed by 19,481 24,000 Palestine refugee patients Percentage of HCs with no stock-out of 12 tracer items 93.4% 100%

During the first half of 2019, UNRWA continued to deliver PHC which include advanced laboratory tests, specialized medical through 24 facilities, including 17 fully equipped HCs, five HPs consultations, cancer treatment, childbirth and other services. and two mobile clinics that were deployed in restricted access Muzeirib clinic in Dera’a governorate became accessible in areas and locations experiencing emergencies. Towards 2019, and all HCs, including Muzeirib clinic, received regular the end of 2019, the number of functioning health facilities medical supplies. During the first quarter of the year, two increased from 24 to 25 due to the opening of a new HP in health facilities experienced shortages of drugs, while no Sehnaya that became operational in October. stock-outs were recorded in the second and third quarters. From January to December 2019, the Agency provided 794,829 Four health facilities experienced shortages of drugs during PHC consultations in Syria, a decrease in comparison with the the last quarter of 2020, achieving 93.4 per cent of the planned previous year that was primarily due to the implementation of target for HCs operating with no stock-outs of 12 tracer UNRWA health reforms, including the rollout of e-health and items throughout the year. Stock outs were encountered in the implementation of the FHT approach. These reforms led to , Alliance, Sbeineh and Hama health facilities due an increase in the quality of services provided and enhanced to delays in international procurement coupled with the clarity on patient tracking, eliminating duplicate records and unavailability of certain medicines on the local market. cases that did not require the attention of medical staff (e.g. Throughout the year, the Health programme enhanced patients collecting prescription medication). The rollout of the coordination with the Education programme and Protection e-health system continued during the reporting period, with team to provide MHPSS training to medical frontline staff, as 20 health facilities fully implementing the reform. UNRWA well as dental screening services in schools. Dental screening expects to go live with the e-health system in Dera’a and has contributed to an increase in preventative as opposed to Muzeirib health facilities during the first half of 2020, while curative services. further actions are necessary to address connection challenges encountered in Ramadan clinic and Rural Damascus. Throughout 2019, an UNRWA mobile clinic was regularly deployed to Yalda, providing essential health services to During the reporting period, the Agency supported referrals approximately 8,000 Palestine refugees in the area, including to secondary and tertiary care while 22 of its health facilities, dental, laboratory services, antenatal, postnatal and family including two mobile clinics, provided 90,909 preventative planning care. The mobile clinic provided 11,563 outpatient dental consultations. Emergency funds in support of consultations in Yalda throughout 2019 and in Sehnaya up to hospitalization assistance were supplemented by other October 2019, when a new HP became operational. A mobile sources of funding, accommodating 19,481 referrals/requests clinic was also deployed to Ein el Tal, an area severely affected for hospitalization assistance during the year. UNRWA by the conflict, providing 2,606 outpatient consultations subsidizes referrals to hospitals and specialized clinics to during the reporting period. facilitate access to secondary and tertiary health services, united nations relief and works agency for palestine refugees in the near east 91

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

Education in Emergencies

Outcome/Output Indicator Actual Target (2019) Outcome Palestine refugees in Syria continue to Number of students graduating from basic education 3,669 3,500 access quality, inclusive and equitable (1,949 female; education despite conflict and 1,720 male) displacement Number of Palestine refugee students completing 44,045 41,000 end-of-year exams (Grades 8-1) (21,716 female; 22,329 male) Outputs Palestine refugee students have access Number of school-age children enrolled in regular 50,143 51,000 to education through regular/catch-up classes in UNRWA schools (24,661 female; classes 25,482 male) PRS students are provided with PSS Number of school-age children receiving psychosocial 42,731 40,000 support support (21,093 female; 21,638 male) Palestine refugee students are provided Number of Palestine refugee students provided with 0 136 51,000 with educational and recreational educational/recreational materials (back-to- materials and activities school kits, PSS/recreational kits, stationery)

Throughout 2019, UNRWA provided basic education (grades schools used rented facilities and one school operated in one through nine) to Palestine refugee students in Syria premises donated by local communities. through 103 schools, the majority of which operated on a double-shift basis. Fifty-six schools operated in UNRWA In the first semester of the 2018/19 school year, enrolment school buildings (including in four school buildings increased from the previous year, from 46,326 pupils in previously used as collective shelters in the Damascus and May 2018 to 50,548 in September 2018 (24,961 female; rural Damascus areas), 43 schools were operated by the 25,587 male). Increased enrolment is attributable to the re- Agency in buildings on loan from the Government, three opening of schools in Sbeineh, Barzeh and Husseinieh. Total 92 2019 annual operational report enrolment at the beginning of the 2019/20 academic year Throughout the year, the Agency deployed 97 PSS was 50,143 (24,661 female; 25,482 male) students. counsellors, who provided individual and group counselling to 42,731 (21,093 female; 21,638 male) students. During July A total of 44,045 students completed their end-of-year exams and August, UNRWA provided summer learning activities for grades one to eight in June 2019, while 3,669 students through 38 clubs across Syria that reached 11,265 students. (1,949 female; 1,720 male) out of 4,314 passed their ninth- The summer learning programme supported Palestine grade exam achieving an 85.3 per cent success rate (88.15 per refugee children in bridging learning gaps, providing cent female; 81.68 per cent male), compared to the national recreational and psychosocial support activities and a safe average of 67.3 percent. The quality of the UNRWA Education space for children to engage in educational classes as a make programme in Syria, supported by Agency-wide education up for time lost during the school year. reforms and the EiE Programme, resulted in improved pass and decreased repetition rates across all grades. Achievements in the provision of education services were also made possible due to project funds that complemented UNRWA continued to sustain and improve the provision education interventions under the EA. Collectively, these of quality, inclusive and equitable education services to funds greatly contributed to support the UNRWA EiE Palestine refugee students in Syria through embedding approach that seeks to ensure the continued delivery of and enriching the practices of the Education Reform and quality education for Palestine refugee children whose additional measures designed to meet the educational and access to education is restricted, or for whom the quality and psychosocial needs of students. This included the provision continuity of education provision is threatened, as a result of of learning support to ninth graders along with psycho- crisis and conflict. social support and assistance to persons with disabilities.

Students take part in a summer learning camp in Homs, Syria. © 2019 UNRWA Photo united nations relief and works agency for palestine refugees in the near east 93

Livelihoods (Vocational Training and Microfinance)

Outcome/Output Indicator Actual Target (2019) Outcome Improved access to livelihood Number of students completing long-term vocational 0 420 opportunities for Palestine refugees training courses (disaggregated by sex) Number of students completing short-term courses 0 1,200 (disaggregated by sex) Outputs Palestine refugees in Syria and Syrians Number of Palestine refugees and Syrians who receive 0 11,500 receive microenterprise and consumer microfinance loans (disaggregated by sex) loans for small businesses and households Young Palestine refugees in Syria receive Number of Palestine refugees enrolled in long-term 0 1,050 vocational training and are supported with training job placements

UNRWA received funding against this intervention under the activities carried out in 2019 were funded by other sources Syria Regional Crisis EA at the end of 2019. Activities will be of funding. implemented in 2020. Vocational training and microfinance

Protection

Outcome/Output Indicator Actual Target (2019) Outcome Strengthened prevention and Number of older people who received PSS support 876 400 protection response for Palestine (disaggregated by sex) refugees Number of individuals trained on mine risk awareness 56,834 51,000 (disaggregated by children, staff and community members) Number of UNRWA staff members and volunteers 696 1,500 trained on protection Number of Palestine refugees provided with legal 3,896 1,500 assistance and referrals

During the reporting period, six Family Support Offices run by with a particular focus on UNRWA students, 1,768 community the UNRWA RSS Programme, located in CBOs, provided legal members and 302 staff). A special emphasis was placed on assistance and referrals to 3,896 individuals (2,786 female and delivering these sessions in areas where ERW incidents had 1,110 male). This support included the payment of expenses occurred. Furthermore, 11 UNRWA staff from different areas for pursuing legal matters, awareness raising, individual and programmes participated in a Training of Trainers (ToT) legal guidance and external referrals. Cases included birth, delivered by the United Nations Mine Action Service, enabling paternity and death registrations and authentications, as well the roll-out of ERW awareness sessions for other staff and as marriage, separation, divorce and alimony registrations and contractors, especially those with heightened exposure to authentications. contaminated areas. The majority of targeted beneficiaries were reached at the beginning of the 2019/20 academic year. UNRWA delivered trainings on protection mainstreaming, disability inclusion, addressing violence against children and Psychosocial support was provided to 876 older persons (473 GBV, reaching 696 staff members and volunteers (437 female male and 403 female). This intervention was designed with the and 259 male). Staffing challenges in the Area Support Officer participation of the older persons themselves and included PSS Programmes for most of the year greatly curtailed progress activities for stress release, mobility and health awareness and towards the achievement of this target in the north and south positive cultural knowledge transfers. Active older persons’ areas of the country. In December 2019, the Agency filled two clubs, run in collaboration with UNRWA RSS staff, continued previously vacant Associate Area Support Officer posts. Focus to offer a variety of services, including recreational activities in the next quarter will be on equipping these staff members and awareness raising sessions on various topics relevant to with the necessary skills and knowledge through coaching beneficiaries. Target overachievement was primarily due to an and mentoring. increased number of awareness raising activities that targeted older persons throughout the year. Awareness raising ERW awareness sessions were also carried out during the activities allowed the Agency to reach large groups of people reporting period, reaching 56,834 individuals (54,764 children at a contained cost, maximising the use of resources. 94 2019 annual operational report

UNRWA continues to engage with the authorities and external humanitarian access and the provision of education in hard to partners, through private and public advocacy initiatives, on reach areas, and in relation to individual protection cases. protection issues related to conflict-related violence, returnees,

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

Environmental Health

Outcome/Output Indicator Actual Target (2019) Outcome Public health needs of the affected Percentage of accessible Palestine refugee camps 100% 100% population are met receiving repair, rehabilitation and sanitation work Outputs Palestine refugees in need are provided Number of Palestine refugees receiving hygiene kits 18,599 20,000 with hygiene kits based on need

In 2019, without prejudice to Host Country responsibility maintenance and rehabilitation of sewerage lines in Dera’a for administering camps, UNRWA continued to provide Camp was implemented in 2019 and will continue in 2020. essential WASH services to Palestine refugees, with specific In addition, two water wells were rehabilitated in Ramadan attention to camps where access had been restored. These gathering area during the first half of 2019. The Agency also services included the maintenance of the existing sewerage, acquired and distributed 60,000 chlorine tablets to treat storm water drainage and water supply networks; provision water through project funding. of SWM; control of insects and rodents; and maintenance As part of its emergency response, UNRWA delivered hygiene services in Palestine refugee camps. kits to 18,599 Palestine refugees, mainly to those displaced Maintenance works on the existing main water supply from Yarmouk, and Yalda, Babila and Beit Sahem areas. line at Sbeineh Camp were completed, while part of the united nations relief and works agency for palestine refugees in the near east 95

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

Safety and Security

Outcome/Output Indicator Actual Target (2019) Outcome UNRWA is able to provide services to Percentage of security risk assessments completed 62.5% 137 100% Palestine refugees with appropriate for programmes and projects at field level security arrangements Outputs Enhanced safety and security of UNRWA Number of staff trained on safety and security 536 300 staff to facilitate the provision of (SSAFE) humanitarian aid to Palestine refugees Number of staff reached through the Women’s 251 200 Security Awareness Training (WSAT) programme Number of missions supported by the SFO security 552 200 team

Since the onset of the conflict, UNRWA has assisted Palestine UNRWA staff in all areas of operations. In total, 536 UNRWA refugees, including through significant investments in the staff participated in SSAFE training focused on community security and safety of its staff, assets and facilities, as well as acceptance, awareness, planning, risk evaluations and in its security procedures, thus reducing the risk faced by staff operational safety and security. In addition, during the and beneficiaries while maintaining operational integrity. reporting period, 251 UNRWA female staff participated in the WSAT to raise awareness on security concerns specifically In 2019, the Agency continued to ensure that organizational related to women. security practices and procedures were responsive to the context. The SFO security team implemented 30 security UNRWA is an active member of the UN Security Management assessments of UNRWA installations during the second half Team in Syria and works with the United Nations Department of the year. The team also supported 552 missions in 2019. of Safety and Security (UNDSS) to ensure that missions are In addition, regular safety and security briefings to staff and undertaken in strict accordance with security processes. visitors to the field were conducted. SFO also continued to In 2019, the UNRWA SFO Safety and Security Department issue monthly mission and staff movement reports to both continued to closely monitor developments in the Northwest internal and external partners. area (Idlib) and the potential for a response to displacement. In addition, the Agency launched a new ID card system The Agency continued with regular activities designed upgrading the access control system in the Field Office. to strengthen its safety and security measures, including UNRWA has also been assessing the possibility of installing participating in and conducting awareness sessions and turnstile devices at the entrances of its compound to control evacuation and fire safety drills involving students and the flow of pedestrians and will continue this process in 2020.

Emergency Repair and Maintenance of UNRWA Installations

Outcome/Output Indicator Actual Target (2019) Outcome UNRWA installations repaired or Number of UNRWA facilities rehabilitated or repaired 42 60 maintained for continued provision of services

In 2019, needs for the repair and maintenance of UNRWA facilities Despite limited funding received in 2019, UNRWA continued to increased. Preliminary assessments conducted in late 2018 in conduct regular maintenance work and emergency rehabilitation Dera’a camp and Ein el Tal (unofficial) camp found that almost in accessible Palestinian camps with funding received at the end all Agency installations were in need of major rehabilitation, of 2018, and through project funding. The Agency continued with including many that were severely damaged and in need of a range of major maintenance works on its infrastructure and reconstruction. UNRWA launched rehabilitation works on ten facilities, to allow the safe delivery of services and humanitarian classrooms, toilet units and the canteen in one of its schools assistance to Palestine refugees. in Dera’a camp on 1 July 2019. The rehabilitation of some Authorization to implement rehabilitation works on UNRWA classrooms in Tiberias school was made possible due to project installations in Yarmouk unofficial camp, once home to the funding, and works are expected be finalized during quarter largest Palestine refugee community in the country (160,000 one of 2020. Palestine refugees), was not granted during 2019. 96 2019 annual operational report

Based on a preliminary assessment conducted in late 2018, the camp remains largely in ruins. UNRWA will continue to monitor damage to Agency facilities and refugee homes in Yarmouk is the situation in anticipation of additional clarity from the Syrian estimated to be very high. As of end of 2019, the Government’s authorities. plans for Yarmouk have not been officially announced and the

The Agency carrying out vital maintenance works at the UNRWA Damascus Training Centre dormitory, Syria. © 2019 UNRWA Photo by Taghrid Mohammad united nations relief and works agency for palestine refugees in the near east 97 4.3. lebanon: sector-specific interventions 4.3.1. Strategic priority 1: preserve resilience through the provision of humanitarian assistance, ensuring that the most vulnerable refugees meet their basic needs

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

Outcome/Output Indicator Actual Target (2019) Outcome PRS are able to meet their essential life- Percentage of targeted PRS receiving one or more 100% 100% saving needs and to cope with sudden UNRWA emergency assistance interventions crisis Outputs

PRS are provided with relief assistance Number of individuals receiving cash assistance for 27,119 138 28,800 (food assistance, NFIs and shelter food and multipurpose cash assistance during last (14,061 female, (14,840 female, assistance) distribution round (disaggregated by sex) 13,058 male) 13,960 male) 8,087 PRS families Total amount of cash distributed during last US$ 1,527,809 US$ 1,647,600 distribution round Number of families provided with winterization 8,180 PRS 139 8,700 PRS assistance (cash and in kind) families and families 805 PRL families 720 PRL families

PRS in Lebanon remain among the most vulnerable and contributes greatly to the prospect of a dignified life. marginalized groups; already struggling with difficult socio- The reporting period witnessed a further decline in the economic conditions, they face a greater risk of slipping number of PRS residing in Lebanon, accounting for the slight deeper into poverty and vulnerability in light of the country’s discrepancy between the numbers of assisted against the ongoing economic crisis. Within this context, in 2019, UNRWA 28,800 targeted PRS. Returns to Syria and onward movement continued to extend monthly cash-for-food and multipurpose to other countries constitute the primary reasons for the cash assistance to all PRS. During the last monthly distribution declining number of PRS in Lebanon. round in December 2019, a total of US$ 1,527,809 was provided to 8,087 PRS families in the form of multipurpose At the end of 2019, the Agency also extended winterization cash assistance (US$ 100 per family per month), while 27,119 assistance to 8,180 PRS families across Lebanon and 805 PRS individuals (14,061 female, 13,058 male) received cash- vulnerable PRL families located mainly in the Beqa’a. In light for-food (US$ 27 per person per month).140 In 2019, a total of of Lebanon’s current socio-economic crisis which has further US$ 18,905,351 was disbursed in cash assistance through 12 impacted the limited coping capacities of the most vulnerable distribution rounds. Palestine refugees, UNRWA decided to assist additional vulnerable PRL families of the host community living above UNRWA cash assistance remains the primary source of income 500 metres. Families targeted with winterization assistance for approximately 90 percent141 of PRS, the vast majority of living above 500 metres received a one-off payment of US$ whom live below the poverty line and are food insecure. These 375 covering a period of five months, while those living below funds are primarily used to cover basic needs such as food and 500 meters received US$ 225, covering a period of three shelter.142 The financial assistance provided by the Agency months (both at the rate of US$ 75 per month). continues to provide support to enhance PRS resilience and 98 2019 annual operational report

A PRS withdrawing cash-for-food assistance in Lebanon. © 2019 UNRWA Photo by Heba Mohamed Al-Jarhi united nations relief and works agency for palestine refugees in the near east 99

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

Emergency Health

Outcome/Output Indicator Actual Target (2019) Outcome The impact of the crisis on health services Number of PRS curative consultations143 supported by 104,147 145,000 for refugees is reduced UNRWA (primary, secondary and tertiary health care, (62,640 female, (82,337 female, disaggregated by sex) 41,507 male) 62,663 male) Outputs Palestine refugees have access to primary Number of PRS curative consultations supported by 104,147 145,000 health care services UNRWA health centres (disaggregated by sex) (62,640 female, (82,337 female, 41,507 male) 62,663 male) Number of Agency health centres and mobile health 27 27 points that are operational Palestine refugees have access to hospital Number of UNRWA hospitalizations accessed by PRS 3,733 4,582 care (secondary and tertiary) patients Palestine refugees have access to essential Percentage of health centres with no stock-out of 12 100% 100% drugs and medical supplies tracer items

In 2019, UNRWA continued to extend quality health care year, essential laboratory tests, radiology services, oral health services to all PRS in Lebanon through its 27 PHC centres. In care, specialist consultations and medicines continued to be line with the Agency’s strategy of equal treatment and access provided in support of comprehensive medical care. None to health care for PRS, 41 additional health staff were hired in of the Agency’s 27 HCs in Lebanon faced a stock-out of 2019, including nine doctors, 10 nurses, seven pharmacists, and tracer items and no vaccine-preventable disease outbreak144 various administrative and health support staff contributing occurred during the reporting period. to six FHTs. Bolstered human resources continue to play a vital Over the course of the year, a total of 3,733 PRS hospitalizations role in ensuring that the health needs of PRS are adequately were supported against a target of 4,582. As mentioned above, met. underachievement may be due to the decreasing presence of During the reporting period, UNRWA supported a total of PRS in Lebanon, in addition to the continued enforcement of 104,147 PRS consultations (62,640 female and 41,507 male strict measures for hospital admissions and the enhanced use consultations) encompassing PHC and, through referral of emergency room services, whenever appropriate. arrangements, secondary and tertiary health care services. Between October and December 2019, nationwide protests The lower than anticipated number of consultations at all and demonstrations in the context of the political and levels may be attributable to the diminishing presence of economic crisis currently experienced in Lebanon occasionally PRS in Lebanon, the Agency’s added efforts in the domains prevented the Agency’s health staff from reaching their posts, of preventive care and NCD monitoring and follow-up. The namely due to road blocks and closures; however, UNRWA HCs occasional closure of some of the HCs due to protests and remained operational whenever feasible and the delivery of unrest in the second half of 2019 may also account for the medical supplies continued via alternative routes. lower number of consultations supported. Throughout the 100 2019 annual operational report

A routine medical examination at an UNRWA HC, Lebanon. © 2019 UNRWA photo by Ahmad Damis united nations relief and works agency for palestine refugees in the near east 101

Education in Emergencies

Outcome/Output Indicator Actual Target (2019) Outcome PRS continue to access quality, Number of PRS students graduating from basic 109 145 35 inclusive and equitable education despite education (76 female, (75 female, conflict and displacement. 33 male) 60 male) Outputs Palestine refugee students have access to Number of school-age PRS children enrolled in regular 5,254 5,254 education through regular classes classes in UNRWA schools (disaggregated by sex) (school year (2,732 female, 2018/19; 2,732 2,522 male) female, 2,522 male)

4,812 (school year 2019/20; 2,462 female, 2,350 male) Number of UNRWA schools hosting PRS 64 64 (school year 2018/19)

64 (school year 2019/20) Number of PRS students receiving back-to-school kits 5,254 5,254 (disaggregated by sex) (school year (2,732 female, 2018/19; 2,732 2,522 male) female, 2,522 male)

4,812 (school year 2019/20; 2,462 female, 2,350 male)

Number of PRS/PRL students attending formal School year 41 PRS, vocational courses whose registration fees are fully 2018/19: 196 PRL subsidized (of which 40% 34 PRS are female) (20 female, 14 male); 196 PRL (80 female, 116 male)

Total female beneficiaries: 43.5% Palestine refugee students are provided Number of school-age children receiving individual 965 1,150 with targeted psychosocial support counselling support (disaggregated by sex) (555 female, 410 (500 female, male) 650 male) Palestine refugee students are provided Number of PRS students participating in recreational 1, 298 1,150 with additional learning support and activities (disaggregated by sex) (672 female, 626 (500 female, recreational activities male) 650 male) Number of PRS students participating in summer 1,782 1,800 learning activities (disaggregated by sex) (896 female, (950 female, 886 male) 850 male)

Through its Education in Emergencies (EiE) programme, continued to facilitate a holistic approach to learning, through UNRWA aims to ensure that PRS children and youth are able to the provision of teaching and learning, psychosocial support access their right to quality, inclusive and equitable education and recreational activities. in a time of crisis. Within this framework, in 2019, the Agency 102 2019 annual operational report

During the school year 2018/19, a total of 5,254 PRS children learning support, if needed. To this end, individual education (2,732 female, 2,522 male) enrolled in 64 UNRWA schools and plans were developed to support the exam-takers, including back-to-school kits were distributed to each student. At the those who did not pass in the previous year. It is also worth start of the current 2019/20 scholastic year, UNRWA recorded noting that the nationwide Brevet success rate in the 2018/19 an eight per cent decrease in enrolment as compared with school year declined from 82 to 74 percent, in comparison to the previous school year, with 4,812 PRS children enrolled in the previous school year. 64 schools. The Agency followed up on the PRS students who In addition to academic achievement, children’s psychosocial left its schools and found that the vast majority returned to wellbeing remains a key priority for UNRWA. Through individual Syria where they are continuing their education, while others counselling sessions, the Agency extended psychosocial traveled to third countries. The gradual reduction of PRS support to 965 PRS students (555 female, 410 male) as a way families in Lebanon has contributed to a downward trend in of enhancing their coping strategies and overall wellbeing. the number of PRS students enrolled since the 2017/18 school A total of 2,408 PRS (174 boys and 1,234 girls) also benefited year, when the number of PRS students stood at 5,482 (2,816 from group counselling sessions. Recreational activities also female, 2,666 male). contributed to the wellbeing of PRS students and continued The diminishing presence of PRS in Lebanon may explain the to play an important role in prevention of school drop-outs; underachievement in relation to the number of PRS students during the reporting period, 1,298 (672 female, 626 male) graduating from basic education (109 PRS students against benefited from the activities. a target of 135, including 76 girls and 33 boys; a total of 231 Through its vocational services, the Agency remained PRS students sat for the exam, encompassing 135 girls and 96 committed to supporting youth with the necessary market- boys). The results follow suit with a multi-year trend observed oriented skills and abilities, with the aim to improve their at UNRWA schools where girls (both PRS and PRL) tend to access to livelihood opportunities. During the school year outperform their male counterparts in official and school level 2018/19, 230 students (196 PRL and 34 PRS; 43.5 per cent exams. In order to identify additional factors that might have women) benefited from various trade and semi-professional led to the lower success rate, the Agency undertook an in- vocational courses at the UNRWA Siblin Training Centre. The depth analysis. Key findings indicated that trial exams ought students also attended a one-month on-the-job training to to be scheduled earlier in the year and that greater support support their entry into the labour market within the scope of is needed for students due to sit the exams. As a result, trial the academic programme.146 examinations were scheduled for January 2020, providing students with ample time to prepare and seek additional

Students from Kawkab School enjoying extra- curricular activities, Lebanon. © 2019 UNRWA Photo by Maysoun Mustafa united nations relief and works agency for palestine refugees in the near east 103

Livelihoods and Social Cohesion

Outcome/Output Indicator Actual Target (2019) Outcome Improved access to livelihood Number of PRS/PRL (24-15 years old) reached through 308 147 900 opportunities for PRS and PRL formal and non-formal skills trainings (9 PRS, 299 PRL) (500 PRS, 400 PRL)

During 2019, UNRWA continued to support PRS youth through capacities, among others. In 2019, the overall intervention employment support services, with an aim to improve their suffered due to the deteriorating economic crisis and civil employability and access to livelihoods. Under the EA, this unrest in the country, resulting in no or limited operations support was also extended to vulnerable PRL youth, in line during the last quarter of the year. with Lebanon Crisis Response Plan (LCRP) guidelines and in Unemployment rates among PRS youth (15-24 years old) recognition of the vast impact the Syria crisis continues to remained high at 57 per cent, reaching almost 70 per cent for have on host communities in Lebanon. female PRS youth.148 The economic crisis placed additional In 2019, 308 young Palestine refugees benefited from the pressure on PRS, already facing a number of difficulties and Agency’s formal and informal skills trainings delivered at its restrictions in accessing the Lebanese labour market. Without two Innovation Labs, including nine PRS and 299 PRL, (147 proper interventions to improve their access and employability, men and 161 women, including four persons with disabilities). PRS youth are at risk of becoming further marginalized, The trainings focused on enhancing the young refugees’ slipping deeper into poverty. Increasing access to livelihood digital skills, such as computer literacy, coding and application and employment opportunities, especially for PRS youth, is development, as well as life skills and social entrepreneurship therefore vital and remains a priority under the EA.

Protection

Outcome/Output Indicator Actual Target (2019) Outcome Strengthened prevention and protection Number of UNRWA staff members trained 393 955 response for Palestine refugees on protection and humanitarian principles (212 female, (478 female, 477 (disaggregated by sex) 181 male) male) Number of Palestine refugees provided with legal aid 7, 287 7,323 services (disaggregated by PRL-PRS) (3,025 PRL, 4,262 PRS)

The year 2019 represented a transition period for the Agency’s legal aid services to 7,287 Palestine refugees, including 4,262 Protection Programme in Lebanon, following the introduction PRS and 3,025 PRL, of whom 3,523 were women and 3,764 of a downsized structure as a consequence of funding men. The Agency’s Legal Aid Unit was able to reach Palestine shortfalls. Changes introduced throughout the reporting refugees in all areas across Lebanon, including camps and period, including the revision of the structure of the Protection gatherings, through a network of area focal points and legal and Neutrality Team, affected the Agency’s ability to deliver awareness sessions provided to UNRWA staff, community protection trainings as planned. In 2019, only 393 Agency representatives and community members. Legal aid services staff (212 female, 181 male) were trained on protection and entailed legal counselling, awareness raising, legal assistance humanitarian principles against a target of 955.149 For 2020, and referrals to external partners. the training target has been reviewed and adjusted to reflect Political and economic developments during the second half the changes in operational capacity. of 2019 negatively impacted all initiatives due to widespread Despite the above referenced shortcomings, UNRWA protests which brought about installation closures and/or continued to strengthen its capacity to address identified restrictions on staff movement. In June, the decision of the needs in protection and neutrality. To this end, two new Ministry of Labour to enforce existing legislation requiring training packages were developed; the first focused on all foreigners to obtain work permits, including Palestine international protection in line with the Agency’s efforts to refugees, sparked demonstrations in the camps, lasting until strengthen its capacity to monitor and report on relevant August. In addition, countrywide demonstrations and unrest incidents, while the second provided senior staff with the that erupted on 17 October 2019, calling for an overhaul of necessary tools to conduct neutrality inspections and report the political leadership, severely impacted the Protection on neutrality violations. Team’s ability to deliver trainings due to frequent restrictions on movement. During the reporting period, UNRWA continued to deliver 104 2019 annual operational report

Environmental Health

Outcome/Output Indicator Actual Target (2019) Outcome Public health needs of the affected Percentage of PRS in camps who have safe and population are met equitable access to WASH resources and facilities 95% 97%

Outputs Improved solid waste management inside Percentage of PRS benefiting from garbage collection 92% 97% UNRWA camps inside camps Safe and adequate water supply provided Percentage of PRS in camps being provided with 95% 97% inside UNRWA camps potable water for their basic needs Improved wastewater and storm water Percentage of PRS in camps served with adequate 95% 97% systems wastewater and storm water systems

Palestine refugee camps in Lebanon continue to be affected by adequate wastewater and storm water systems. Moreover, a variety of detrimental factors, including overcrowding, water 95 per cent of PRS residing in the 12 Palestine refugee camps supply shortages and malfunctioning sewerage and drainage have been provided with potable water for their basic needs. networks, all of which have the potential to negatively impact Under the EA, UNRWA supported the fabrication and fixation the wellbeing of camp residents. In order to mitigate these of cargo buckets for six new solid waste vehicles. It also risks and secure safe and equitable access to WASH resources procured fuel for electric generators designated to run water and facilities, the Agency has undertaken numerous efforts wells and provided urgent infrastructural repairs in camps on to provide adequate and safe water to camp residents and to a needs basis. improve SWM as well as wastewater and storm water systems. During the reporting period, vector control campaigns, Throughout the year, UNRWA conducted maintenance of water road sweeping and the collection and disposal of solid wells, public water tanks and water networks and ensured that waste activities continued in all 12 Palestine refugee camps. the chlorination process, as well as regular water testing, were However, the garbage crisis at the national level, countrywide being carried out appropriately. Cleaning and maintenance of protests and unrest in the last quarter and the closure of the sewerage and storm water drainage networks was carried out dumping site in Burj Shemali, occasionally affected the timely by the Agency’s sanitation teams to mitigate blockages and/or collection and disposal of solid waste. As a result, 92 per cent flooding particularly during wintertime. Due to these efforts, of PRS residents benefited from solid waste collection inside 95 per cent of targeted PRS camp residents benefited from the camps, slightly underachieving the planned target.

A sanitation labourer removing rubbish at the , Lebanon. © 2019 UNRWA Photo by Ahmad Mahmoud united nations relief and works agency for palestine refugees in the near east 105

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

Safety and Security

Outcome/Output Indicator Actual Target (2019) Outcome Enhanced safety and security of UNRWA Percentage of front-line staff provided with safety, 0% 100% staff to facilitate the provision of security and awareness trainings humanitarian aid to Palestine refugees.

In 2019, UNRWA continued to monitor the security situation obtain work permits, including Palestine refugees, sparked in Lebanon, in coordination with other UN agencies and the intermittent demonstrations in most camps from June until authorities, with the aim of actively identifying potential August 2019. While no major security incidents occurred, security risks that could negatively impact UNRWA staff, UNRWA installations experienced frequent closures during beneficiaries and programmes. this period. The onset of countrywide protests in mid-October 2019 against the political leadership, within the context of During the reporting period, the overall security situation in deteriorating economic conditions, did not have an apparent the vast majority of the Palestine refugee camps remained impact on the security situation in the camps. However, the relatively stable. However, short-lived skirmishes occurred Agency suffered on the operational front, due to restrictions in Ein el Hilweh camp in early August, resulting in the death on staff movement and access to US dollars which impeded of several rival members of Islamist groups who had been the implementation of various activities. embroiled in previous clashes. The situation remains volatile. Episodes of armed violence were also reported in Shatila Despite ongoing need, almost no funds were received to cover camp in November, resulting in two fatalities. The shooting safety and security activities under the EA in 2019. Nevertheless, allegedly involved drug dealers whose operations continue UNRWA’s Field Security and Risk Management Department to compromise the safety and security of the camp’s residents continued to provide safety and security trainings to front line and nearby population. staff with the support of UNRWA Headquarters. As part of the Agency’s preparedness efforts, contingency plans continued Protests in relation to the decision of the Ministry of Labour to be updated regularly for LFO and all five operational areas, to enforce existing legislation requiring all foreigners to and some emergency supplies were procured.

Emergency Repair and Maintenance of UNRWA Installations

Outcome/Output Indicator Actual Target (2019) Outcome UNRWA installations repaired or Number of UNRWA facilities rehabilitated or repaired 0 50 maintained for continued service provision

In 2019, due to inadequate income for the EA, UNRWA was unable to allocate funds for this intervention. 106 2019 annual operational report 4.4. jordan: sector-specif ic interventions 4.2.1. Strategic priority 1: preserve resilience through the provision of humanitarian assistance, ensuring that the most vulnerable refugees meet their basic needs

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

Outcome/Output Indicator Actual Target (2019) Outcome PRS are able to meet their essential life- Percentage of targeted PRS receiving one or more 100% 100% saving needs and to cope with sudden UNRWA emergency assistance interventions crisis Outputs PRS are provided with relief assistance Number of PRS provided with unconditional cash 16,159 18,500 (food assistance, NFI and shelter assistance per distribution (disaggregated by sex) (8,483 female, (9,620 female, assistance) 7,676 male) 8,880 male) Number of PRS families receiving one-time emergency 695 300 cash assistance Number of PRS families provided with winterization 4,262 4,625 assistance (1,352 female 2,910 male)

The number of PRS recorded with UNRWA in Jordan stood In 2019, UNRWA distributed one-time emergency cash at 17,343 at the end of December 2019; out of whom the assistance to 695 PRS households (248 female-headed Agency identified 16,159 PRS (8,483 female and 7,676 and 447 male-headed households, including 63 persons male, including 285 persons with disabilities) as eligible to with disabilities). This assistance measure was provided to receive unconditional cash assistance (as of quarter four extremely vulnerable families to prevent a deterioration in 2019), including 338 PRS and 138 Syrians residing in King their humanitarian situation, helping them mitigate acute Abdullah Park (KAP). During the fourth quarter, 6,214 PRS emergency needs, and/or address protection concerns. were categorized as most vulnerable and received US$ 40 During the reporting period, each targeted family received per person per month (including KAP residents), while 9,945 an average of US$ 200. Based on household visits conducted less vulnerable PRS received US$ 9.58 per person per month. by UNRWA emergency social workers, seven per cent of PRS The number of PRS assisted was slightly below the target as cases receiving emergency cash used these funds to cover this objective was based on estimates. As referenced above, costs related to the risk of eviction (court warnings), 19 per the actual number of PRS eligible for assistance was reviewed cent to cover the cost of utilities (electricity and water), and during the year and updated based on actuals. one per cent to cover the costs of documents to legalize their status in Jordan. In addition, 73 per cent reported that they PDM surveys conducted after each of the first three distribution faced severe food and essential NFI shortages. rounds indicated that rent was the first priority expenditure for PRS, while food was ranked second and debt third. The The number of PRS families receiving one-time emergency majority of surveyed PRS considered that the amount of cash cash assistance greatly exceeded the target as this support assistance provided was not enough to cover their basic food was also extended to PRS who successfully appealed the and NFI needs. In quarter one 2019, a PDM survey was also decision on their eligibility following the implementation of conducted to collect feedback on the winterization assistance a targeted approach. Appeal cases were identified through provided by the Agency at the end of 2018. The survey, home visits conducted by UNRWA emergency social workers targeting 535 PRS families, revealed that the cost of heating and emergency protection social workers who reviewed and varied; 80 per cent of surveyed PRS families reported that verified eligibility for emergency cash assistance. Out of the they need up to 50 Jordanian Dinars (JD) per month to cover 695 approved emergency cash requests, 60 were identified heating costs, while 13 per cent advised that they needed through the appeal process. Of the remaining, 121 PRS from 51 to 99 JD per month. Five per cent confirmed that their cases were identified as having protection concerns (lack of heating costs exceeded 100 JD per month and two per cent documentation and new entries to KAP) and the remainder reported that they do not pay for heating.150 Sixty-two per faced other emergency needs such as the risk of eviction, cent of surveyed PRS families employ gas heaters, 29 per cent burnt houses and sudden deaths, among other things. use kerosene, six per cent use electric heaters and three per cent have no heating systems. united nations relief and works agency for palestine refugees in the near east 107

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

Outcome/Output Indicator Actual Target (2019) Outcome The impact of the crisis on health services Number of PRS consultations supported by UNRWA 15,464 15,000 for refugees is mitigated (primary, secondary and tertiary health care) (8,995 female, (8,589 female, (disaggregated by sex) 6,469 male) 6,411 male) Outputs Palestine refugees have access to primary Number of PRS visits to UNRWA health facilities 14,986 15,000 health-care services (disaggregated by sex) (8,707 female, (8,303 female, 6,279 male) 6,197 male) Number of operational Agency health centres and 29 151 30 mobile health points PRS have access to hospital care Number of UNRWA hospitalizations accessed by PRS 478 500 (secondary and tertiary) patients (disaggregated by sex) (288 female, 190 (286 female, 214 male) male) PRS have access to essential drugs and Percentage of HCs with no stock-out of 12 tracer items 79% 100% medical supplies

During the reporting period, UNRWA provided access to free among male PRS (42 per cent) compared to the general PHC for 14,986 PRS registered with the Agency in Jordan (8,707 population of Palestine refugees in Jordan (35 per cent). female, 6,279 male), through 25 HCs and four mobile dental In 2019, UNRWA continued to optimize the treatment of clinics. The extension of these services, increasing from two to chronic health issues through the implementation of the six days per week at the Madaba Camp HC,152 contributed to FHT approach in all 25 HCs. The FHT approach, providing a strengthened response to the needs of Palestine refugees, people-centred quality services, contributed to a decrease including PRS, and saw UNRWA overachieve the target for the in unnecessary repeated HC visits and improved patient total number of consultations provided. compliance with follow-up visits. No epidemics or disease

In addition to the provision of PHC services, UNRWA facilitated outbreaks were reported among PRS during the reporting access to secondary and tertiary health care and covered period. hospitalization costs for 478 PRS, meeting 96 per cent of During the reporting period, a renewed partnership with the the annual target. Of these, 298 were PRS facing protection Jordan Health Aid Society (JHAS) allowed for the continued concerns who were supported through direct payments to provision of PHC to PRS in KAP, with 4,177 (2,101 female, 2,076 private hospitals. During the year, 28 PRS (16 female, 12 male) male) consultations provided at the JHAS clinic in KAP. were provided with eye glasses, including 25 children (13 girls, 12 boys), and 24 PRS were provided with prosthetic devices HC stock ruptures occurred in three quarters of 2019, starting (16 female, eight male), eight of whom were provided with from the second quarter. In particular, in the fourth quarter hearing aids (three female, five male). Gender-disaggregated of the year, stock ruptures were reported in six HCs, mainly data revealed higher utilization of UNRWA healthcare services caused by delays in receiving medical items from suppliers. 108 2019 annual operational report

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

Education in Emergencies

Outcome/Output Indicator Actual Target (2019) Outcome PRS are able to continue their education Number of PRS and Syrian students graduating from 75 97 despite conflict and displacement. basic education (disaggregated by sex) (43 females, (57 female, 32 males) 40 male) Number of schools rehabilitated 0 153 10

Outputs

PRS students have access to education Number of UNRWA schools hosting PRS and Syrians 133 154 138 through regular/special classes and alternative learning modalities Number of schools provided with equipment 10 10 (furniture, heating, other equipment) Number of PRS and Syrian school-age children 1,167 1,500 enrolled in regular classes in UNRWA schools 155 Number of education staff trained in delivering education in emergencies based on the UNRWA EiE Approach Number of PRS students admitted to vocational 62 29 training centres and Faculty of Educational Sciences and Arts PRS students are provided with PSS Number of PRS school-age children receiving 1,165 1,500 support psychosocial support Number of education staff trained on the Agency’s 48 98 Inclusive Education approach to PSS PRS students are provided with Number of PRS and Syrian students provided with 0156 1,500 educational and recreational materials and educational/recreational materials (back-to-school activities kits, PSS/recreational kits, stationery) Number of PRS students who participated in at least 1,353 1,500 one recreational / extracurricular activity during the year united nations relief and works agency for palestine refugees in the near east 109

UNRWA continues to ensure that all PRS children enrolled in the three failed their final exams. Agency’s schools in Jordan receive formal, quality, inclusive and In 2019, the Agency continued to support PRS youth through equitable education. In the first half of 2019 (2018/19 school vocational and teacher training at UNRWA educational year), 138 elementary and preparatory schools provided basic institutions. Twelve PRS youth (eight females and four males) education services to 1,353 PRS and Syrian refugee students. were admitted to vocational training courses at Amman and These numbers decreased in the 2019/20 scholastic year to 133 Wadi Seer Training Centres and one male gained admission to schools and 1,167 children, including 865 PRS (449 females and FESA. In addition, seven PRS students at FESA and fourteen at 416 males) and 302 Syrians (143 females and 159 males) due to VTCs, enrolled from previous years, continued their education graduation, drop-out and returns to Syria. and training. In June 2019, 75 PRS and Syrian refugee students (43 females, During the reporting period, UNRWA conducted maintenance 32 males) graduated from UNRWA schools. This is lower than and repair works of school desks in all areas, making the physical the target as 13 students moved to other schools prior to the environment at schools more conducive to effective learning. end of the scholastic year, five students dropped out,157 and

A PRS student at her class in UNRWA Jabal el-Hussien Preparatory Girls School, Jordan. © UNRWA Photo by Dania Al-Batayneh 110 2019 annual operational report

Protection

Outcome/Output Indicator Actual Target (2019) Outcome Strengthened prevention and protection Number of PRS individuals referred to external 64 60 response for PRS partners for legal counselling (13 women, 18 girls, 25 men, 8 boys) Number of UNRWA staff members trained on 24 300 protection (18 female, 6 male)

During 2019, the UNRWA Protection and Neutrality Team in the EA was complemented by additional trainings provided Jordan continued to provide protection services to PRS. During through other sources of funding on different topics, including the reporting period, 64 PRS (13 women, 18 girls, 25 men and gender, GBV, child protection, protection mainstreaming, eight boys, of whom one was a person with disability) were disability and safe identification and referral. A total of 3,025 referred to external partners for legal counselling, including civil UNRWA staff, including staff working with PRS, benefitted from documentation issues. Apart from the external referrals to legal these capacity development efforts. In 2019, an intention survey aid service providers, 61 PRS cases, including 141 individuals (33 was conducted in coordination with UNRWA HQ, to better women, 47 men, 27 girls and 34 boys including eight persons understand PRS trends, intentions and perceptions on return. with disabilities), were referred internally to other UNRWA The survey assessed 42 PRS households (173 individuals) and programmes such as education and health for assistance. revealed that the majority of respondents do not plan to return to Syria in the coming 12 months; those few who intended to Through EA funding, a total of 24 UNRWA staff working with return in the next twelve months gave family reunification as PRS were trained on protection related matters, including case the main reason. Since the opening of the Nassib Jaber border identification and response, reporting and data collection and crossing with Syria (October 2018), UNRWA recorded that 222 the organisation of focus group discussions. Subsequently, PRS families (636 individuals) returned to Syria from Jordan. Of trained staff held eight protection-oriented focus group this number, 96 families (316 individuals) subsequently came discussions with PRS including men, women, girls and boys, back to Jordan and had their files reactivated with UNRWA. as well as persons with disabilities. Training conducted under

Environmental Health

Outcome/Output Indicator Actual Target (2019) Outcome Public health needs of the affected Percentage of PRS who have safe and equitable access 0% 100% population are met inside KAP to WASH services and facilities inside KAP Output Improved solid waste management inside Number of PRS and Syrian families benefiting from 0 135 KAP garbage collection in KAP (116 PRS, 19 Syrians)

Number of sanitation workers hired 0 24

No funding was received for this activity under the EA. However, WASH services in KAP continued to be provided by other partners. united nations relief and works agency for palestine refugees in the near east 111 4.5. regional response

Outcome/Output Indicator Actual Target (2019) The response, as funded, is effectively Mid-year Emergency Appeal Progress Report issued 120 days 120 days implemented and managed within 120 days of the end of the reporting period Draft annual Emergency Appeal Report issued within 96 120 days 120 days of the end of the reporting period Emergency Appeal implementation is reviewed 2 2 through mid-year and annual results reviews

Within UNRWA, the Department of Planning continued to be activities, while the online RBM system allowed the Agency to responsible for the planning and coordination of emergency track actual results against planned priorities on a quarterly response activities, including the regional component of the basis, facilitating regular consolidated reporting. The annual Agency’s Syria Regional Crisis Response. Coordination was report under the 2019 Syria regional crisis EA was preceded maintained with the humanitarian system at regional level by a Mid-Year Report, providing a status update on EA in Amman on programming, advocacy and fundraising, as interventions for the first six months of the year. During the well as on the production of key documents and appeals and reporting period, UNRWA also strengthened its emergency reporting and monitoring against these appeals. UNRWA preparedness and response capacity, with a special focus continued to participate in the HRP for the Whole of Syria and on the updating of contingency plans, including business in the Regional Refugee and Resilience Plan 2019-2020 and continuity protocols for JFO. related technical and senior-level working groups. UNRWA also maintained other headquarters functions in When PRS are reported outside of the Agency’s fields of operations, UNRWA liaises with and refers cases to relevant support of emergency operations, including data analysis for partners for follow-up in accordance with their mandates and emergency programming; and legal service functions in support the status under international law of PRS who are no longer of engagement on protection issues. Due to EA funding gaps, receiving protection or assistance from UNRWA. Following an these functions could only continue thanks to the availability of interruption during the first three months of 2019, during the alternate sources of funding, including the Agency’s programme reporting period, the UNRWA liaison office in Egypt continued budget. UNRWA continues to require additional capacity to to coordinate support to some 3,000 PRS who had travelled reinforce the planning, monitoring and evaluation of emergency to Egypt. These refugees were provided with health assistance interventions and the safety and security of staff and refugees. and food vouchers through UN Agencies and humanitarian This remains vital for the efficient and effective delivery of partners. activities and to maintain and further develop the capacity to During the reporting period, a senior emergency officer effectively respond to rapid-onset emergencies. continued to oversee planning, monitoring and reporting 112 2019 annual operational report

chapter five: annual reporting under the 2019-2021 resource mobilization strategy united nations relief and works agency for palestine refugees in the near east 113 5.1. results analysis: rms strategy components 1-4

In 2019, UNRWA launched its Resource Mobilization Strategy active MYAs with 22 countries covering core and emergency (RMS) for 2019-2021 that aims to secure sufficient, predictable activities that represented over US$ 430 million in 2019. This and sustained contributions to deliver on the Agency’s is an increase from 24 MYAs active in 2018 that represented mandate, in line with the five strategic outcomes set out in the US$ 428.7 million. MTS 2016-21. To achieve this, the following four components are being be pursued: (i) expansion and deepening of relations UNRWA also actively pursued donor diversification during with UN Member States; (ii) diversifying the donor base the reporting period.. Among the options presented in the through new funding streams; (iii) mobilization of strategic Report of the Secretary-General (A/71/849), the most promising advocates; and (iv) developing strategic communications opportunity has been the establishment of a Waqf Fund by the and donor visibility. The strategy builds on previous resource OIC in March 2019. Since then, UNRWA has engaged the OIC mobilization efforts and expands on recommendations of and the Islamic Development Bank (IDB) to establish a common the Secretary General’s 2017 report on UNRWA Operations task force to advance funding for this initiative. In February 2020, (A/71/849). following a visit by the Acting Commissioner General to the IDB and the OIC, the tripartite task force was established and has Throughout 2019, the Agency employed strategic resource commenced its activities toward establishing the Waqf Fund in mobilization initiatives. These included key pledging events 2020 (although progress has since been delayed by the COVID-19 for Member States, a robust fundraising campaign aimed at outbreak). The Agency is grateful to Turkey for being the first the private sector and the mobilization of key advocates to contributor to the Waqf Fund. Two other countries, the State of call on all Member States to increase their financial support. Qatar and Brunei, have expressed a keen interest in supporting The UNRWA 2019 Communications Strategy helped create an the Waqf Fund. The Agency is in dialogue with these actors to enabling environment for fundraising and outlined a number explore the most effective contribution modality. of public advocacy, information and donor visibility activities. During the year, progress was made in establishing new During the year, US$ 1 billion was secured across all funding private partnerships, including with Islamic finance, such portals,158 out of which, 73.4 per cent was committed by as Zakat and Sadaqah, and in enhancing the capacity of traditional partners including US$ 484.6 million during the UNRWA’s National Committees to mobilize resources. Two first half of the year. more countries engaged with UNRWA in supporting the zakat With leadership from key Host and donor partners, multiple partnership in 2019, doubling the number of those engaged high-level meetings and conferences were convened in 2019 in 2018. US$ 14.8 million159 was raised from the private sector to address Agency funding gaps. The number of participating during the year, constituting 1.43 per cent of total income, an partners and the levels of representation in these events testify improvement of 0.21 per cent on 2018 but marginally below to the strong diplomatic engagement of the international the 1.5 per cent target.160 community that UNRWA has helped cultivate through its Despite these positive reactions by the donor community, triennial RMS. Strong support from a number of Member overall funds raised in 2019 were not sufficient to cover all States was evident at key events during the course of the operational requirements and the Agency ended the year year with important pledges made during a June pledging with US$ 55 million in unfunded liabilities. Several top donors conference in New York. Similarly, during the United Nations were unable to maintain their increased funding levels from General Assembly high level week in September in New York, 2018, resulting in a 28 per cent reduction in funding (US$ 306 28 Member States, the Organisation of Islamic Cooperation million) in 2019 compared to the previous year. This included (OIC) and the League of Arab States (LAS) came together for a four top UNRWA donors who reduced their contributions to meeting co-hosted by Jordan’s Minister of Foreign Affairs and an average of US$ 41 million each, accounting for 54 per cent Expatriates and Sweden’s former Minister of Foreign Affairs, in (US$ 164.7 million) of the total funding loss. Underachievement the presence of the UN Secretary-General, where an additional against the Agency’s 2019 fundraising targets may, in part, US$ 31 million was pledged to the Agency. be attributable to the serious management and reputational Throughout the year, the Agency continued to afford high crisis affecting UNRWA following the OIOS investigation priority to ensuring ever greater predictability of funding, that resulted in the departure of the Chief of Staff, Deputy through Multi-Year Agreements (MYA). Active engagement Commissioner-General, and Commissioner-General. with state donors to expand the number of MYAs resulted in 28 114 2019 annual operational report 5.2. rms component 1: effective and efficient resource mobilization through predictable, non-earmarked and early disbursement of donations

Indicator BaselineActual 2019 Target 2019 TargetActual (2019) 2019 Signed multi-year framework agreements for PB and EA contributions 24 25 28 Share of PB income pledged in quarter 1 (per cent) 45.0 45.0 37.6 Share of EA income pledged in quarter 1 (per cent) 11.6 15.0 15.4 Percentage of non-earmarked funds pledged under the PB and EAs (per cent) 69.4 70.4 62.5 Number of donors subscribing to the AOR to reduce contribution specific 16 17 14 reporting requirements under the PB and EAs 161

In 2019, US$ 1.00 billion was raised for UNRWA operations, flow management early in the year, albeit under conditions of including US$ 619.2 million for the programme budget, US$ austerity. 176.3 million for both EAs and US$ 206.3 million for projects.162 Non-earmarked funding for the programme budget and EAs While the overall amount raised for core services and decreased, with US$ 499.3 million committed over the course emergency operations was 28.6 per cent less than in 2018, the of the year compared to US$ 734.9 million in 2018, a drop predictability of funding improved with the number of active of over 32 per cent. This continued the trend of increased MYAs increasing to 28 across all funding portals, surpassing donor earmarking despite Agency efforts to advocate for both the number of 2018 MYAs and the annual target. and promote the added that value non-earmarked, flexible funding brings to stabilizing cash flow and ensuring continuity Similarly, a strong relationship with traditional donors enabled of UNRWA services. the Agency to secure 37.6 per cent of its income requirements for the programme budget (US$ 282 million) and 15.4 per The number of donors subscribing to the AOR to reduce cent for the EAs (US$ 64 million) by the end of the first quarter. contribution-specific reporting requirements under the While for the programme budget, this was slightly under programme budget and EAs remained stable from 2018. the amount received in 2018 and the annual target, early incorporate all donors requiring reports for their contributions, whereas the indicator in the 2016-18 RMS related only to payments still contributed to budget predictability and cash traditional donors.

Breakdown of total contributions earmarked versus un-earmarked

1,400

1,200

1,000

Millions 800

600

400

200

0 2013 2014 2015 2016 2017 2018 2019

Earmarked Un-earmarked

united nations relief and works agency for palestine refugees in the near east 115 5.3. rms component 2: a diversified donor base that increasingly contributes to resource needs

Indicator Baseline 2019 Target 2019 Actual 2019 Share of overall income from diversified sources – public donors (i.e. regional and 26.0% 26.2% 20.6% emerging partners) 163 Share of overall income from private donors 164 1.2% 1.5% 1.4% Number of AdCom members 30 31 31

Broadening the base of resource partners remained at the Council of Foreign Ministers, the Foreign Ministers Meetings core of outreach efforts and in line with an RMS that calls of the LAS, and the Non Aligned Movement (NAM) Summit. for enhanced strategic partnerships with regional partners, The Commissioner General attended these meetings and investment in relations with emerging donors and increased was able to reach out to existing and potential partners. A outreach to private sector donors. Combined contributions number of emerging donors contributed to UNRWA during from diversified sources – public donors made up 20.6 per the year, notably Afghanistan and Indonesia, both of which cent, or US$ 205.84 million, of total contributions across all contributed US$ 1 million or more to the Agency. India also portals, against a target of 26.2 per cent. sustained its financial engagement at a level which triggered a discussion in the United Nations General Assembly on Advisory In 2019, the State of Qatar joined the Kingdom of Saudi Arabia, Commission membership. Engagement throughout the year Kuwait and the United Arab Emirates as a member of the resulted in US$ 17.4 million being contributed by Emerging UNRWA Advisory Commission. Despite considerable resource Donors, slightly below two per cent of overall contributions. mobilization efforts, the share of contributions from Regional Partners declined from US$ 340 million in 2018 to US$ 188.4 Efforts were also invested in stimulating private sector giving, million in 2019, representing 18.8 per cent of total confirmed producing growth in funding from individual donors and pledges in 2019. Contributions from the same donor group to through zakat. Funding through zakat increased, particularly the programme budget have also declined compared to 2018, during the Ramadan period. In the first six months of the amounting to US$ 83.1 million in 2019 and representing 13.4 year, UNRWA raised over US$ 350,000 and was able to deliver per cent of all confirmed pledges to the programme budget. emergency food baskets to over 55,000 families. A total The UNRWA strategy to expand its relationship with emerging of US$ 14.8 million165 was secured from the private sector, donors focused on organizations and platforms that provided representing 1.4 per cent of overall contributions, slightly an opportunity for the Agency to raise its profile before under the 1.5 per cent annual target. Some key donors multiple partners. UNRWA initially focused on a number of included Dubai Cares, Islamic Relief USA, the Tahir Foundation platforms which it was already engaged in, such as the OIC and the Open Society Foundation.

Total Pledges by Donor Type 1,400

1,200

1,000 Private Sector & Other 800 UN

Regional 600

US$ Millions Partners Emerging Donors 400 Traditional Partners 200

0

116 2019 annual operational report 5.4. rms component 3: mobilization of strategic advocates

Indicator Baseline 2019 Target 2019 Actual 2019 Number of countries supporting a Zakat partnership 2 4 4 Number of international policy fora, multilateral organizations and regional 18 19 15 groups where the UNRWA Commissioner-General has been given a speaking slot

Under the new RMS, UNRWA aims to mobilize key partners Supportive references to Palestine refugees and/or UNRWA to achieve its funding goals, enhance longer-term financial were also successfully promoted in 16 multilateral outcome sustainability and to ensure the inclusion of a Palestine documents. The language included an acknowledgement of refugee dimension in bilateral donor policies and strategies the plight of Palestine refugees and calls on Member States for the region. to promote their well-being, protection and human rights. Commitment to UNRWA and a recognition of the Agency’s In 2019 a two-year Multilateral Engagement Strategy (MES) indispensable role in delivering services to Palestine refugees was developed, outlining the ways in which the Agency were also advocated for, along with the urging of Member States would systematically, effectively and proactively engage with to continue, or increase, political and financial support to the multilateral platforms. The key outcomes of 2019 engagement Agency. Given the context in 2019, the outcome documents of were that UNRWA participated in 16 multilateral events/ many platforms also called for support to the mandate renewal platforms, including first time participation in the NAM Heads and regretted the US decision to cut funding. Notably, in May of State and Government Summit. 2019, the OIC Summit Conference Final Communique asked

Member States to contribute to the newly established Waqf. The Commissioner-General delivered statements at 15 events to key decision makers and opinion formers. These included Additionally, a number of partners supported UNRWA the third Brussels Conference on supporting the future of outreach efforts vis-à-vis countries where the Agency Syria and the region, Cooperation among East Asian Countries did not have sufficient leverage. These included Heads of for Palestinian Development Senior Officials’ meeting, LAS International Organizations, Ministers, the UN Secretary- Council meeting, the Munich Security Conference, the seventh General, Ambassadors and many others who engaged at all Annual Global Education and Skills Forum and the Ad-Hoc levels to help the Agency secure additional funding. UNRWA Liaison Committee on Palestine. is extremely grateful for this invaluable support. united nations relief and works agency for palestine refugees in the near east 117 5.5. rms component 4: strategic communication towards public and private donors

Indicator Baseline 2019 Target 2019 Actual 2019 Number of fundraising campaigns launched 3 3 3 Number of views on the UNRWA YouTube channel 210,722,180 231,894,398 243,000,000 Number of people engaging through UNRWA social media platforms 544,645 599,106 1,136,511 Number of visitors to the UNRWA website 880,453 924,475 742,027 Number of television stations broadcasting UNRWA material during Ramadan New 20 15

The 2019 UNRWA Communications Strategy outlined a were promoted on the Agency’s social media platforms which, number of public advocacy, public information and donor in 2019, had an engagement rate of over 1.1 million people. In visibility activities, as well as reputational risk management, order to connect more closely with donors and communicate with the strategic aim of creating an enabling environment to the positive outcomes of their support, efforts were made to mobilize political and financial support to the Agency. strengthen the Donor Communique, which takes the form of an engaging and interactive newsletter. In addition, a more Throughout the year, UNRWA kept its communication reader-friendly design and links to other Agency resources strategic and focused on fundraising and operations, while were introduced. The means of delivery was also changed, with demonstrating the effectiveness and impact of its work, Mail Chimp being adopted and an electronic link replacing an and its relevance to the Sustainable Development Goals. attachment to improve readability on mobile devices. In particular, the Agency stepped up engagement with the media in the US and Europe to promote and raise awareness Finally, the UNRWA website was updated to provide a more about the essential work of UNRWA and the needs of Palestine contemporary look and user-friendly environment with a refugees while addressing misconceptions about the Agency, dedicated Donors’ Section, currently under development. This its mandate and operations. section will contain the most important Agency documents of interest to the donor community in one easily accessible UNRWA continued to provide detailed visibility to its largest place. donors, through dedicated donor visibility plans. Such activities 118 2019 annual operational report united nations relief and works agency for palestine refugees in the near east 119

annexes 120 2019 annual operational report

Annex 1: List of contributors Afghanistan Holy See Pakistan Spain, Gran Canaria Regional ANERA Iceland Palestine Government Arab Jordan Investment Bank IDB Palestine Islamic Bank Spain, Madrid Local Council Australia India Philippines Spain, Malaga Regional Austria Indonesia Poland Government Bahrain Interpal Portugal Spain, Navarra Government Bangladesh Ireland The State of Qatar Spain, Real Madrid Foundation Belgium Islamic Relief USA RKK, Japan Spain, Valencia City Council Brunei Italy Romania Spain, Valencia Government Campaign For the Children of Japan Russia Spain, Zaragoza City Council Palestine, Japan Jordan Saudi Arabia Spain, Zaragoza Regional Canada Kazakhstan Slovakia Government Canadian Palestinian Professional Khalifa Bin Zayed Al Nahyan Slovenia Sweden Foundation Foundation Spain Switzerland CERF King Salman Humanitarian Spain, Andalucia Government Syria Chile Aid and Relief Centre Spain, Andalucia Parliament Tahir Foundation China Republic of Korea Spain, Aragon Government Tamer Family Foundation Cyprus Kuwait Spain, Asturias Government Thailand Czech Republic Kuwait Red Crescent Society Spain, Baleares Government The Asfari Foundation Denmark Landmark Amman Hotel Spain, Balearic Government The Clarke Education Foundation Deutsche Bank Lebanon Spain, Barcelona City Council Tkiyet UM Ali Dubai Cares Liechtenstein Spain, Basque Government Turkey ECHO Lithuania Spain, Bizkaia Regional United Arab Emirates Educaid and Overseas Luxembourg Government United Kingdom Estonia Malaysia Spain, Castellón City Council UNESCO European Union Maldives Spain, Castilla la Mancha UN-ESCWA Finland Malta Government UNHCR Foundation to Promote Open Mercy USA for Aid and Spain, Castilla y Leon Government UNICEF Society Development Spain, Catalonia Government UNRWA Spanish Committee France Mexico Spain, Donosti City Council UNRWA USA National Committee Friends of Birzeit University Monaco Spain, Etxalar City Council Various Private Donors Germany Netherlands Spain, Extremadura Government Vitamin Angels Government of Flanders New Zealand Spain, Fons Valencia WFP Greece Norway Spain, Galicia Government WHO Guyana OCHA Spain, Gipuzkoa Regional World Diabetes Foundation Oman Government Zakat House Kuwait united nations relief and works agency for palestine refugees in the near east 121

Annex 2: Programme budget results framework

Strategic Outcome 1: Refugee rights under international law are protected and promoted

2019 Baseline 2019 Actual 2019 Target Indicator (Agency-wide) (Agency-wide) (Agency-wide) Number of protection (advocacy) interventions including formal letters, concerning protection issues undertaken by 480 507 N/A UNRWA targeting external actors and duty bearers Percentage of protection mainstreaming recommendations from internal protection 35.8 9.0 77.8 audits implemented Strategic Outcome 2: Refugees’ health is protected and the disease burden is reduced

2019 Baseline 2019 Actual 2019 Target Indicator (Agency-wide) (Agency-wide) (Agency-wide) Average daily medical consultations per 82.0 78.0 80.0 doctor Number of HCs fully implementing the 129 137 135 e-Health system Percentage of HCs meeting UNRWA facilities 57.5 72.0 59.8 protection design standards (excl. SFO) (excl. SFO) (excl. SFO) Number of EPI vaccine preventable disease 0 2 0 outbreaks Percentage of targeted population screened 21.7 23.6 21.9 for DM (aged 40 years and above) Percentage of UNRWA hospitalization 16.2 23.7 19.2 accessed by SSNP Strategic Outcome 3: School-aged children complete quality, equitable, and inclusive basic education 2019 Baseline 2019 Actual 2019 Target Indicator (Agency-wide) (Agency-wide) (Agency-wide) 0.78 0.64 1.25 (incl. SFO) (incl. SFO) (incl. SFO) Cumulative drop-out rate (elementary) 0.87 0.69 1.33 (excl. SFO) (excl. SFO) (excl. SFO) 1.02 0.85 1.72 (incl. SFO) (incl. SFO) (incl. SFO) Cumulative drop-out rate (elementary) – male 1.13 0.92 1.84 (excl. SFO) (excl. SFO) (excl. SFO) 0.55 0.43 0.78 (incl. SFO) (incl. SFO) (incl. SFO) Cumulative drop-out rate (elementary) – female 0.60 0.46 0.83 (excl. SFO) (excl. SFO) (excl. SFO) 2.34 2.15 2.84 (incl. SFO) (incl. SFO) (incl. SFO) Cumulative drop-out rate (preparatory) 2.53 2.30 3.04 (excl. SFO) (excl. SFO) (excl. SFO) 2.82 3.07 3.27 (incl. SFO) (incl. SFO) (incl. SFO) Cumulative drop-out rate (preparatory) – male 3.05 3.25 3.47 (excl. SFO) (excl. SFO) (excl. SFO) 122 2019 annual operational report

1.87 1.22 2.41 (incl. SFO) (incl. SFO) (incl. SFO) Cumulative drop-out rate (preparatory) – female 2.01 1.33 2.62 (excl. SFO) (excl. SFO) (excl. SFO) Number of textbooks reviewed using the 465 401 N/A UNRWA Curriculum Framework Proportion of classes exceeding thresholds 5.54 (≤25) 4.13 (≤25) 5.97 (≤25) (less/or equal 25; more than 40) students 48.20 (≥40) 52.66 (≥40) 38.88 (≥40) Percentage of schools meeting UNRWA 29.9 45.0 41.4 facilities protection design standards (excl. SFO) (excl. SFO) (excl. SFO) Strategic Outcome 4: Refugee capabilities strengthened for increased livelihood opportunities

2019 Baseline 2019 Actual 2019 Target Indicator (Agency-wide) (Agency-wide) (Agency-wide)

Percentage of SSNP students enrolled in VTCs 29.92 31.00 29.92

Percentage of SSNP students enrolled in FESA/ 41.43 36.92 41.43 ESF

Percentage of VTC graduates employed 79.77 80.91 79.77

Percentage of VTC graduates employed - male 83.17 83.17 83.17

Percentage of VTC graduates employed - 74.00 77.19 74.00 female

Percentage of FESA/ESF graduates employed 86.90 89.56 86.90

Percentage of FESA/ESF graduates employed 90.48 92.86 90.48 - male Percentage of FESA/ESF graduates employed 85.76 88.89 85.76 - female

Total number of clients with loans 38,183 35,576 45,690

Total number of microfinance loans to 13,053 13,138 17,815 refugees 2,533 2,595 2,350 (incl. SFO) (incl. SFO) (incl. SFO) Number of FTEs created from ICIP interventions 2,411 2,496 2,150 (excl. SFO) (excl. SFO) (excl. SFO) 23 16 Number of partnerships established in support (incl. SFO) (incl. SFO) 16 of livelihood activities for vulnerable Palestine (excl. SFO) refugees 21 14 (excl. SFO) (excl. SFO) Strategic Outcome 5: Refugees are able to meet their basic human needs of food, shelter and environmental health 2019 Baseline 2019 Actual 2019 Target Indicator (Agency-wide) (Agency-wide) (Agency-wide) Percentage of SSNP beneficiaries who are 64.5 75.8 78.9 abject poor (excl. SFO) (excl. SFO) (excl. SFO) Percentage of poor individuals that receive 13.9 13.6 22.5 social transfers through the SSNP (*: Estimate) (excl. SFO) (excl. SFO) (excl. SFO) Percentage of substandard shelters 9.4 11.3 10.9 rehabilitated out of total substandard shelters (excl. SFO) (excl. SFO) (excl. SFO) identified for poor Beneficiaries’ satisfaction level with 86.6 96.0 75.0 rehabilitated shelters (excl. SFO) (excl. SFO) (excl. SFO) united nations relief and works agency for palestine refugees in the near east 123

Strategic Outcome 6: Management and operational effectiveness

2019 Baseline 2019 Actual 2019 Target Indicator (Agency-wide) (Agency-wide) (Agency-wide) Implementation rate of DIOS audit and 81 73 75 evaluation recommendations Percentage of DIOS investigations issued 45.7 61.3 70.0 within prescribed timeframe Percentage of UNRWA installations receiving 99 95 100 two or more neutrality inspections annually Percentage of ES and strategic unit staff (of those recruited and in place) that receive 100 73 100 HRCRT training Percentage of senior positions held by women 28 30 35 (area staff) Percentage of senior positions held by women 31 36 37 (international staff) 124 2019 annual operational report

Annex 3: Syria regional crisis response results framework

Syria Sector-Specific Interventions Strategic Priority 1: Preserve resilience through the provision of humanitarian assistance, ensuring that the most vulnerable refugees meet their basic needs Outcome/ Output Indicator Actual Target Cash assistance for essential needs, including food, shelter and NFIs Palestine refugees are able to meet their essential life- Percentage of households reporting an 63% 90% saving needs and cope with improved food consumption score 166 sudden crises. Number of individuals receiving cash 410,870 assistance during the last completed (215,473 female; 195,397 418,000 distribution round (disaggregated by sex) male) Number of most vulnerable Palestine refugees provided with cash assistance during the last 127,357 126,000 Palestine refugees in Syria completed distribution round (disaggregated (76,745 female; 50,612) are provided with relief by sex) assistance Number of most vulnerable Palestine refugees 136,074 provided with food assistance during the last (80,298 female; 55,776 126,000 completed distribution round (disaggregated male) by sex) Number of Palestine refugees receiving NFIs 31,332 30,000 based on need Strategic Priority 2: Contribute to a protective environment for Palestine refugees by maintaining access to basic services Emergency Health The impact of the crisis on Number of visits and/or consultations health services for refugees supported by UNRWA (primary, secondary and 814,310 900,000 is reduced tertiary health care) 794,829 Number of Palestine refugee visits to UNRWA (459,448 female; 900,000 health facilities (disaggregated by sex) 335,381 male) Number of Agency health centres, health Palestine refugees have 25 24 access to primary health- points and mobile clinics care services. Number of UNRWA hospitalizations accessed 19,481 24,000 by Palestine refugee patients Percentage of HCs with no stock-out of 12 93.4% 100% tracer items Education in emergencies Number of students graduating from basic 3,669 Palestine refugees in Syria 3,500 continue to access quality, education ( 1,949 female; 1,720 male) inclusive and equitable 44,045 Number of Palestine refugee students education despite conflict (21,716 female; 22,329 41,000 completing end-of-year exams (Grades 1-8) and displacement. male) Palestine refugee students have access to education Number of school-age children enrolled in 50,143 51,000 through regular/catch-up regular classes in UNRWA schools (24,661 female; 25,482 classes Palestine refugee students 42,731 Number of school-age children receiving are provided with (21,093 female; 21,638 40,000 psychosocial support psychosocial support (PSS) male) Palestine refugee Number of Palestine refugee students students are provided provided with educational/recreational with educational and 0167 51,000 materials (back-to-school kits, PSS/recreational recreational materials and kits, stationery) activities united nations relief and works agency for palestine refugees in the near east 125

Livelihoods (Vocational Training and Microfinance) Number of students completing long-term Improved access to vocational training courses (disaggregated by 0 420 livelihood opportunities for sex) Palestine refugees. Number of students completing short-term 0 1,200 courses (disaggregated by sex) Palestine refugees in Syria and Syrians receive Number of Palestine refugees and Syrians who microenterprise and receive microfinance loans (disaggregated by 0 11,500 consumer loans for small sex) businesses and households. Young Palestine refugees in Syria receive vocational Number of Palestine refugees enrolled in long- 0 1,050 training and are supported term training with job placements. Protection Number of older people who received PSS 876 400 support (disaggregated by sex) Number of individuals trained on mine risk Strengthened prevention awareness (disaggregated by children, staff 56,834 51,000 and protection response for and community members) Palestine refugees. Number of UNRWA staff members and 696 1,500 volunteers trained on protection Number of Palestine refugees provided with 3,896 1,500 legal assistance and referrals Environmental Health Percentage of accessible Palestine refugee Public health needs of the camps receiving repair, rehabilitation and 100% 100% affected population are met sanitation work Palestine refugees in need Number of Palestine refugees receiving are provided with hygiene 18,599 20,000 hygiene kits based on need kits Strategic Priority 3: Improve the effectiveness and efficiency of emergency programme delivery Safety and Security UNRWA is able to provide Percentage of security risk assessments services to Palestine completed for programmes and projects at 62.5% 168 100% refugees with appropriate field level security arrangements. Number of staff trained on safety and security 536 300 Enhanced safety and (SSAFE) security of UNRWA staff Number of staff reached through the to facilitate the provision Women’s Security Awareness Training (WSAT) 251 200 of humanitarian aid to programme Palestine refugees. Number of missions supported by the SFO 552 200 security team Emergency Repair and Maintenance of UNRWA Installations UNRWA installations repaired or maintained Number of UNRWA facilities rehabilitated or 42 60 for continued provision of repaired services. 126 2019 annual operational report

Lebanon Sector-Specific Interventions Strategic Priority 1: Preserve resilience through the provision of humanitarian assistance, ensuring that the most vulnerable refugees meet their basic needs Outcome/ Output Indicator Actual Target Cash Assistance for Essential Needs, Including Food, Shelter and NFIs PRS are able to meet their Percentage of targeted PRS receiving one essential life-saving needs or more UNRWA emergency assistance 100% 100% and to cope with sudden interventions crisis Number of individuals receiving cash 27,119169 28,800 assistance for food and multipurpose cash (14,061 female, 13,058 (14,840 female, assistance during last distribution round male) 13,960 male) PRS are provided with relief (disaggregated by sex) 8,087 PRS families assistance (food assistance, Total amount of cash distributed during last NFIs and shelter assistance) US $ 1,527,809 US$ 1,647,600 distribution round Number of families provided with 8,180 PRS170 families and 8,700 PRS families winterization assistance (cash and in kind) 805 PRL families 720 PRL families Strategic Priority 2: Contribute to a protective environment for Palestine refugees by maintaining access to basic services Emergency Health The impact of the crisis on Number of PRS visits and/or consultations 104,147 145,000 health services for refugees supported by UNRWA (primary, secondary and (62,640 female, 41,507 (82,337 female, 62,663 is reduced. tertiary health care, disaggregated by sex) male) male) 104,147 145,000 Number of PRS visits to health centres (62,640 female, 41,507 (82,337 female, 62,663 Palestine refugees have (disaggregated by sex) access to primary health male) male) care services. Number of Agency health centres and mobile 27 27 health points that are operational Palestine refugees have Number of UNRWA hospitalizations accessed access to hospital care 3,733 4,582 by PRS patients (secondary and tertiary). Palestine refugees have Percentage of health centres with no stock-out access to essential drugs 100% 100% of 12 tracer items and medical supplies. Education in emergencies PRS continue to access 135 quality, inclusive and Number of PRS students graduating from basic 109171 (75 female, equitable education despite education (76 female, 33 male) 60 male) conflict and displacement. 5,254 (school year 2018/19; 2,732 5,254 Number of school-age PRS children enrolled female, 2,522 male) (2,732 female, in regular classes in UNRWA schools 2,522 male) (disaggregated by sex) 4,812 Palestine refugee students (school year 2019/20; 2,462 have access to education female, 2,350 male) through regular classes. 64 (school year 2018/19) Number of UNRWA schools hosting PRS 64 64 (school year 2019/20)

5,254 (school year 2018/19; 2,732 female, 2,522 male) 5,254 Number of PRS students receiving back-to- (2,732 female, 2,522 male) school kits (disaggregated by sex) 4,812 (school year 2019/20; 2,462 female, 2,350 male) united nations relief and works agency for palestine refugees in the near east 127

School year 2018/19: 34 PRS (20 female, 14 male); 41 PRS, Number of PRS/PRL students attending formal 196 PRL 196 PRL vocational courses whose registration fees are (80 female,116 male) (of which 40% are female) fully subsidized Total female beneficiaries: 43.5%

Palestine refugee students Number of school-age children receiving 965 1,150 are provided with targeted individual counselling support (disaggregated (555 female, (500 female, psychosocial support. by sex) 410 male) 650 male) 1,150 Number of PRS students participating in 1, 298 (500 female, Palestine refugee students recreational activities (disaggregated by sex) (672 female, 626 male) are provided with 650 male) additional learning support Number of PRS students participating in 1,782 1,800 and recreational activities. summer learning activities (disaggregated by (female 896, (950 female, sex) male 886) 850 male) Livelihoods and Social Cohesion Improved access to 308 172 900 Number of PRS/PRL (15-24 years old) reached livelihood opportunities for (9 PRS, (500 PRS, through formal and non-formal skills trainings PRS and PRL. 299 PRL) 400 PRL) Protection Number of UNRWA staff members trained 393 955 on protection and humanitarian principles (212 female, 181 male) (478 female, 477 male) Strengthened prevention (disaggregated by sex) and protection response for 7, 287 Palestine refugees. Number of Palestine refugees provided with (3,025 PRL, 7,323 legal aid services (disaggregated by PRL-PRS) 4,262PRS) Environmental Health Percentage of PRS in camps who have safe Public health needs of the and equitable access to WASH resources and 95% 97% affected population are met facilities Improved solid waste Percentage of PRS benefiting from garbage management inside 92% 97% collection inside camps UNRWA camps Safe and adequate water Percentage of PRS in camps being provided supply provided inside 95% 97% with potable water for their basic needs UNRWA camps Improved wastewater and Percentage of PRS in camps served with 95% 97% storm water systems adequate wastewater and storm water systems

Strategic Priority 3: To improve the effectiveness and efficiency of emergency programme delivery Safety and Security Enhanced safety and security of UNRWA staff Percentage of front-line staff provided with to facilitate the provision 0% 100% safety, security and awareness trainings of humanitarian aid to Palestine refugees. Emergency Repair and Maintenance of UNRWA Installations UNRWA installations Number of UNRWA facilities rehabilitated or repaired or maintained for 0 50 repaired continued service provision 128 2019 annual operational report

Jordan Sector-Specific Interventions Strategic Priority 1: Preserve resilience through the provision of humanitarian assistance, ensuring that the most vulnerable refugees meet their basic needs Outcome/ Output Indicator Actual Target Cash Assistance for essential needs, Including Food, Shelter and NFIs PRS are able to meet their Percentage of targeted PRS receiving one essential life-saving needs or more UNRWA emergency assistance 100% 100% and to cope with sudden interventions crisis. Number of PRS provided with unconditional 16,159 18,500 cash assistance per distribution (disaggregated (8,483 female, 7,676 male) (9,620 female, 8,880 male) PRS are provided with relief by sex) assistance (food assistance, Number of PRS families receiving one-time 695 300 NFIs and shelter assistance) emergency cash assistance Number of PRS families provided with 4,262 4,625 winterization assistance (1,352 female 2,910 male) Strategic Priority 2: Contribute to a protective environment for Palestine refugees by maintaining access to basic services Emergency Health The impact of the crisis on Number of PRS consultations supported by 15,464 15,000 health services for refugees UNRWA (primary, secondary and tertiary (8,995 female, 6,469 male) (8,589 female, 6,411 male) is mitigated health care) (disaggregated by sex) Number of PRS visits to UNRWA health facilities 14,986 15,000 Palestine refugees have (disaggregated by sex) (8,707 female, 6,279 male) (8,303 female, 6,197 male) access to primary health- Number of operational Agency health centres care services. 29173 30 and mobile health points PRS have access to hospital Number of UNRWA hospitalizations accessed 478 500 care (secondary and by PRS patients (disaggregated by sex) (288 female, 190 male) (286 female, 214 male) tertiary) PRS have access to essential Percentage of HCs with no stock-out of 12 79% 100% drugs and medical supplies tracer items Education in emergencies 75 97 Number of PRS and Syrian students graduating (43 females, (57 female, PRS are able to continue from basic education (disaggregated by sex) their education despite 32 males) 40 male) conflict and displacement Number of schools rehabilitated 0174 10

Number of UNRWA schools hosting PRS and 133175 138 Syrians Number of schools provided with equipment 10 10 (furniture, heating, other equipment) PRS students have access Number of PRS and Syrian school-age children 1,167 1,500 to education through enrolled in regular classes in UNRWA schools176 regular/special classes and alternative learning Number of education staff trained in delivering modalities education in emergencies based on the 62 29 UNRWA EiE Approach

Number of PRS students admitted to vocational training centres and Faculty of 13 35 Educational Sciences and Arts

Number of PRS school-age children receiving 1,165 1,500 psychosocial support PRS students are provided with PSS support Number of education staff trained on the 48 98 Agency’s Inclusive Education approach to PSS united nations relief and works agency for palestine refugees in the near east 129

Number of PRS and Syrian students provided PRS students are provided with educational/recreational materials (back- 0177 1,500 with educational and to-school kits, PSS/recreational kits, stationery) recreational materials and Number of PRS students who participated in at activities least one recreational / extracurricular activity 1,353 1,500 during the year Protection 64 Number of PRS individuals referred to external (13 women, 18 girls, 60 Strengthened prevention partners for legal counselling and protection response 25 men, 8 boys) for PRS Number of UNRWA staff members trained on 24 300 protection (18 female, 6 male) Environmental Health Public health needs of the Percentage of PRS who have safe and affected population are met equitable access to WASH services and facilities 0 100% inside KAP. inside KAP

Number of PRS and Syrian families benefiting 135 0 Improved solid waste from garbage collection in KAP (116 PRS, 19 Syrians) management inside KAP. Number of sanitation workers hired 0 24 Regional response Mid-year Emergency Appeal Progress Report issued within 120 days of the end of the 120 days 120 days reporting period The response, as funded, Draft annual Emergency Appeal Report issued is effectively implemented within 120 days of the end of the reporting 96 120 days and managed. period Emergency Appeal implementation is reviewed through mid-year and annual results 2 2 reviews 130 2019 annual operational report

2018 316 , refugees refugees 636 519 Jordan Funds were available available were Funds Quarterly expenditure Monthly humanitarian Emergency cash non-admission The is King Park Abdullah Since the re-openingSince to cover the gap on all cover to and cash components health interventions, other however, need were educational due to not covered lack of funding reports prepared are reflect on better to gaps vs requirement being snapshots are reflecting prepared and figures updated activities against donors funded projects; the snapshot with is being shared donors and partners one and it considered visibility of donor’s tools are being conducted are of assess the level to satisfaction of PRS after distributing cash unconditional while a assistance, Distribution new Post Monitoring Survey has been introduced to check if specifically objective winterization is met among PRS of Nassib border in of Nassib border October PRS individuals have Syria, to returned out of whom individuals came back and had Jordan to their cases reactivated Numbers with UNRWA. are of returnees very due limited instabilityto of the and securityeconomic in Syria situation cases assistance due to increased of the absence mechanisms coping PRS and the for impact negative of the reduction in cash their monthly entitlement policy is still in place posing challenges of the legal status to social PRS. UNRWA to continue workers internal/external offer services referral hosting to who continue challenges face in legalizing their in Jordan situation distribution • • • monitoring surveys monitoring • • • • Quarterly post •

, the 2019 4 2019 October EA critical Lebanon 17 Status Update Status Quarterly review distribution Post effortsPartnership In of the light LFO The 2019 of needs in the areas emergency health, and cash education been have assistance covered snapshots were and produced providing circulated updates bi-monthly on key facts and concerning figures the EA communication with donors was maintained review expenditure meetings continued the year throughout and on a needs especially in basis, of the unrest light Some emergency LFO supplies for and non- food (fuel, and the items) food (fuel) have areas been procured meetings and project reviews be held to continued throughout visits monitoring conducted were and reportsregularly to developed were the outputs track of the and outcomes programmes carried on were the throughout the central at year levels; and area in Q however, countrywide unrest impacted operations and the activity was de-prioritized unrest country’s which commenced on political and due to factors, economic LFO FSRM continued the monitor to security to situation management inform decisions and ensure and the safety of staff wellbeing Contingency Plan area and the five been plans have • • Humanitarian • Regular • Quarterly updated quarterly updated • • • • •

2019 2019 2019 Syria SFO participated quarterlyThe The Project Project The was Issue Log The in the full range of in the full range budget monitoring activities, including budget hearings ahead of the fiscal year budget expenditure also supportreviews the monitoring of project and budget programme rate expenditure assist to in order in prioritization of projects programme set priorities were on and monitored basis to a monthly optimise the use of resources and assisted in: (i) and assisted tracking and quality assuring results; and (ii) improving programme and management decision-making Assessment and Committee Review the Project are Committees improve set up to the management of projects and support monitoring of activities, budgets reforms, and programme related Three issues. meetings were conducted in assist to maintained Office SFO Front and the Programme Support Office (PSO) in tracking/solving problems identified (obstacles to programmes/ project implementation) review expenditure the level meetings at with service departments were conducted in Management continued Reviews throughout • • • Quarterly of the Front Office of the Front • Quarterly • • • Quarterly Monitoring Audit and oversight and oversight Audit Budget hearings Regular budget Monitoring security monitoring Periodic Regular monitoring and review Periodic with donors (private/ institutional) is consistent more and of higher quality through monitored systems UNRWA and of review response and project prioritization held processes annually monitoring held are processes updates undertaken Quarterlythrough Management and semi- Reviews annual Results Reviews programme and financial monitoring monthly through management meetings strategies of reform annual through plan and work report of UNRWA update risk register Risk Management Communication • Communication • • • • • • Regular • • / Coping / Coping Mitigation Mitigation Mechanisms Strategic approach approach Strategic of key Prioritization Robust financial and oversight Audit Develop and Develop and regular and regular engagement with donors and international stakeholders fundraising to projects and management in place systems and provided recommendations implemented are utilize assessment assessment utilize and conflict inform to analysis management decisions partnership with and national international for organizations efficiency and effectiveness to adherence project cycle (PCM) management cycle (develop work and utilize plans and logical framework) humanitarian cycle programme management and periodic programme and financial monitoring communication with key stakeholders capacity-building staff to provided Intensive • Intensive • • • • • • Enhance • Strengthen • Institutionalize • Strengthen • Continuous Consequences Shortfall in donor Inability respond to Increase in staff risksFiduciary Higher risk meet to Failure quality Programme decisions not Policy cases against Legal contributions for for contributions Syria the to adequately needs of increased PRS dissatisfaction in operational implementation of exposure of exposure violence to and insecure environment and demonstrate to results stakeholders is compromised based on evidence data or reliable UNRWA in confidence declines UNRWA • • • • • • • • • • Stakeholder Causes Donor fatigue and Donor fatigue from Competition in Limitations Ongoing economic Political and Political Lack of proper Lack of ownership, Interference and serviceReferral reprioritization reprioritization of humanitarian in Syria response needs exceed international response other emergencies issues or regional adequacy of audit and oversight functions contraction, by aggravated insecurity and/or sanctions security realities Syria of protracted conflict or operational programmatic capacity to plans implement assessment, planning and/or of plans monitoring inadequate accountability to and resistance results targeted capacity weak needs unmet and/or qualitatively quantitatively • • Humanitarian • • • • • Inadequate • • • • Event Deficit in donor aid Decline in Efficiency of Continuous and Continuous and Programmatic in Effectiveness in reform Delays commitment to the to commitment response regional plan power purchasing rate (exchange fluctuation and inflation) expenditures declines unpredictable changes in the operating environment implementation partiallytargets achieved management and governance declines implementation • • • • • • • Financial Financial Annex 4: Status updated Syria regional crisis response EA risk register crisis response regional Syria updated 4: Status Annex Strategic / Programmatic Strategic united nations relief and works agency for palestine refugees in the near east 131

2018 316 , refugees refugees 636 519 Jordan Funds were available available were Funds Quarterly expenditure Monthly humanitarian Emergency cash non-admission The is King Park Abdullah Since the re-openingSince to cover the gap on all cover to and cash components health interventions, other however, need were educational due to not covered lack of funding reports prepared are reflect on better to gaps vs requirement being snapshots are reflecting prepared and figures updated activities against donors funded projects; the snapshot with is being shared donors and partners one and it considered visibility of donor’s tools are being conducted are of assess the level to satisfaction of PRS after distributing cash unconditional while a assistance, Distribution new Post Monitoring Survey has been introduced to check if specifically objective winterization is met among PRS of Nassib border in of Nassib border October PRS individuals have Syria, to returned out of whom individuals came back and had Jordan to their cases reactivated Numbers with UNRWA. are of returnees very due limited instabilityto of the and securityeconomic in Syria situation cases assistance due to increased of the absence mechanisms coping PRS and the for impact negative of the reduction in cash their monthly entitlement policy is still in place posing challenges of the legal status to social PRS. UNRWA to continue workers internal/external offer services referral hosting to who continue challenges face in legalizing their in Jordan situation distribution • • • monitoring surveys monitoring • • • • Quarterly post •

, the 2019 4 2019 October EA critical Lebanon 17 Status Update Status Quarterly review distribution Post effortsPartnership In of the light LFO The 2019 of needs in the areas emergency health, and cash education been have assistance covered snapshots were and produced providing circulated updates bi-monthly on key facts and concerning figures the EA communication with donors was maintained review expenditure meetings continued the year throughout and on a needs especially in basis, of the unrest light Some emergency LFO supplies for and non- food (fuel, and the items) food (fuel) have areas been procured meetings and project reviews be held to continued throughout visits monitoring conducted were and reportsregularly to developed were the outputs track of the and outcomes programmes carried on were the throughout the central at year levels; and area in Q however, countrywide unrest impacted operations and the activity was de-prioritized unrest country’s which commenced on political and due to factors, economic LFO FSRM continued the monitor to security to situation management inform decisions and ensure and the safety of staff wellbeing Contingency Plan area and the five been plans have • • Humanitarian • Regular • Quarterly updated quarterly updated • • • • •

2019 2019 2019 Syria SFO participated quarterlyThe The Project Project The was Issue Log The in the full range of in the full range budget monitoring activities, including budget hearings ahead of the fiscal year budget expenditure also supportreviews the monitoring of project and budget programme rate expenditure assist to in order in prioritization of projects programme set priorities were on and monitored basis to a monthly optimise the use of resources and assisted in: (i) and assisted tracking and quality assuring results; and (ii) improving programme and management decision-making Assessment and Committee Review the Project are Committees improve set up to the management of projects and support monitoring of activities, budgets reforms, and programme related Three issues. meetings were conducted in assist to maintained Office SFO Front and the Programme Support Office (PSO) in tracking/solving problems identified (obstacles to programmes/ project implementation) review expenditure the level meetings at with service departments were conducted in Management continued Reviews throughout • • • Quarterly of the Front Office of the Front • Quarterly • • • Quarterly Monitoring Audit and oversight and oversight Audit Budget hearings Regular budget Monitoring security monitoring Periodic Regular monitoring and review Periodic with donors (private/ institutional) is consistent more and of higher quality through monitored systems UNRWA and of review response and project prioritization held processes annually monitoring held are processes updates undertaken Quarterlythrough Management and semi- Reviews annual Results Reviews programme and financial monitoring monthly through management meetings strategies of reform annual through plan and work report of UNRWA update risk register Risk Management Communication • Communication • • • • • • Regular • • / Coping / Coping Mitigation Mitigation Mechanisms Strategic approach approach Strategic of key Prioritization Robust financial and oversight Audit Develop and Develop and regular and regular engagement with donors and international stakeholders fundraising to projects and management in place systems and provided recommendations implemented are utilize assessment assessment utilize and conflict inform to analysis management decisions partnership with and national international for organizations efficiency and effectiveness to adherence project cycle (PCM) management cycle (develop work and utilize plans and logical framework) humanitarian cycle programme management and periodic programme and financial monitoring communication with key stakeholders capacity-building staff to provided Intensive • Intensive • • • • • • Enhance • Strengthen • Institutionalize • Strengthen • Continuous Consequences Shortfall in donor Inability respond to Increase in staff risksFiduciary Higher risk meet to Failure quality Programme decisions not Policy cases against Legal contributions for for contributions Syria the to adequately needs of increased PRS dissatisfaction in operational implementation of exposure of exposure violence to and insecure environment and demonstrate to results stakeholders is compromised based on evidence data or reliable UNRWA in confidence declines UNRWA • • • • • • • • • • Stakeholder Causes Donor fatigue and Donor fatigue from Competition in Limitations Ongoing economic Political and Political Lack of proper Lack of ownership, Interference and serviceReferral reprioritization reprioritization of humanitarian in Syria response needs exceed international response other emergencies issues or regional adequacy of audit and oversight functions contraction, by aggravated insecurity and/or sanctions security realities Syria of protracted conflict or operational programmatic capacity to plans implement assessment, planning and/or of plans monitoring inadequate accountability to and resistance results targeted capacity weak needs unmet and/or qualitatively quantitatively • • Humanitarian • • • • • Inadequate • • • • Event Deficit in donor aid Decline in Efficiency of Continuous and Continuous and Programmatic in Effectiveness in reform Delays commitment to the to commitment response regional plan power purchasing rate (exchange fluctuation and inflation) expenditures declines unpredictable changes in the operating environment implementation partiallytargets achieved management and governance declines implementation • • • • • • • Financial Financial Strategic / Programmatic Strategic 132 2019 annual operational report Security updates Security Officer in JFO No major incident was was No major incident reported being provided are UNDSS through updates bi- weekly is providing alert to presentation senior staff about and securityincidents concerns • • • Safety and securitySafety LFO The participatedalso LFO Despite the Despite in situation The FSRM continued to monitor and monitor to on the update security situation in the country in with cooperation UNDSS for trainings staff have frontline been conducted Contingency Plan area and the five been plans have quarterlyupdated and on a needs especially in basis, of the unrest light Some emergency LFO supplies for and non- food (fuel, and the items) food (fuel) have areas been procured in the annual of the HCTupdating Contingency Plan milestone milestone between agreement the Alliance PLO, (Hamas) and Islamist the risk of groups, ongoing division in leadership remains camp Ein El Hilweh volatile remains • • • • • •

10 Director of UNRWA of UNRWA Director the SFO prepared SecurityThe is SSAFE training Security Field The Information Information Management (SIMS) is System in fully operational It Syria. is completed Office the Field at the Field by level Security and Risk All Management. affecting incidents assets staff, UNRWA and installations reported to are that into entered SSD are SIMS as soon a clear picture of the is available incident compulsory for all international workingstaff or conducting field Inmissions in Syria. staff addition, area on also enrolled are slots SSAFE trainings enhance to in order security awareness decision and inform making Risk Management conducted team security assessments all field missions for as areas as well had not been that a long for accessed the time since of the beginning conflict in order on the advice to of staff and safety beneficiaries upon of resumption activities communication communication with donors was by maintained in country UNRWA donors as for as well based in Beirut updates Additional donors were to through provided emails and briefings conducted in the field office Syria in Affairs the Donor briefed duringCommunity and donor Partners as Meetings as well A Meetings. AdCom donor briefing joint on organised was the SFO and Dec by LFO offices annual Humanitarian Plan Operational based on priority interventions and to funding forecast planning be used for purposes throughout the year • Regular • • • • • Close coordination Close coordination Regular use of Ongoing analysis security updates and information management system and collection of security information with UN Security Management and other UN Team security teams • • • Establish field- fully staff are All specific plans to specific plans safety mainstream and security on securitytrained and safety with partners and within the UNCT to strengthened flexibility in ensure modes of delivery and alternative supply routes with authorities; the Office of the and, Special Envoy; other as possible, parties controlling access Coordination • Coordination • Coordination • • Damage to and Damage to access Reduced Lack of adequate or complete Partial Increased threat, Increased threat, Increased staff violence-related injuries and of displacement refugees UNRWA and fatigue flight loss of UNRWA of assets; violations Privileges UNRWA and Immunities under international law beneficiaries, to camps installations, and gatherings duty of care on safety standards and security of evacuation staff international • • • • • • No peaceful No peaceful staff safety Local Lack of financial resolution to to resolution conflict and security are UN by not covered security framework in investment maintenance • • • Area staff rules Area Escalated conflict Escalated displacement/ of movement refugees Palestine camp and from gatherings for and regulations and securitysafety not covered are UN securityby framework infrastructure leads maintenance working unsafe to conditions and/or natural and/or natural disasters threats physical staff refugees, to and UN facilities (personal safety) Further • Further • • Deteriorating • • Heightened Hazards Hazards united nations relief and works agency for palestine refugees in the near east 133 Security updates Security Officer in JFO No major incident was was No major incident reported being provided are UNDSS through updates bi- weekly is providing alert to presentation senior staff about and securityincidents concerns • • • Safety and securitySafety LFO The participatedalso LFO Despite the Despite in situation The FSRM continued to monitor and monitor to on the update security situation in the country in with cooperation UNDSS for trainings staff have frontline been conducted Contingency Plan area and the five been plans have quarterlyupdated and on a needs especially in basis, of the unrest light Some emergency LFO supplies for and non- food (fuel, and the items) food (fuel) have areas been procured in the annual of the HCTupdating Contingency Plan milestone milestone between agreement the Alliance PLO, (Hamas) and Islamist the risk of groups, ongoing division in leadership remains camp Ein El Hilweh volatile remains • • • • • •

10 Director of UNRWA of UNRWA Director the SFO prepared SecurityThe is SSAFE training Security Field The Information Information Management (SIMS) is System in fully operational It Syria. is completed Office the Field at the Field by level Security and Risk All Management. affecting incidents assets staff, UNRWA and installations reported to are that into entered SSD are SIMS as soon a clear picture of the is available incident compulsory for all international workingstaff or conducting field Inmissions in Syria. staff addition, area on also enrolled are slots SSAFE trainings enhance to in order security awareness decision and inform making Risk Management conducted team security assessments all field missions for as areas as well had not been that a long for accessed the time since of the beginning conflict in order on the advice to of staff and safety beneficiaries upon of resumption activities communication communication with donors was by maintained in country UNRWA donors as for as well based in Beirut updates Additional donors were to through provided emails and briefings conducted in the field office Syria in Affairs the Donor briefed duringCommunity and donor Partners as Meetings as well A Meetings. AdCom donor briefing joint on organised was the SFO and Dec by LFO offices annual Humanitarian Plan Operational based on priority interventions and to funding forecast planning be used for purposes throughout the year • Regular • • • • • Close coordination Close coordination Regular use of Ongoing analysis security updates and information management system and collection of security information with UN Security Management and other UN Team security teams • • • Establish field- fully staff are All specific plans to specific plans safety mainstream and security on securitytrained and safety with partners and within the UNCT to strengthened flexibility in ensure modes of delivery and alternative supply routes with authorities; the Office of the and, Special Envoy; other as possible, parties controlling access Coordination • Coordination • Coordination • • Damage to and Damage to access Reduced Lack of adequate or complete Partial Increased threat, Increased threat, Increased staff violence-related injuries and of displacement refugees UNRWA and fatigue flight loss of UNRWA of assets; violations Privileges UNRWA and Immunities under international law beneficiaries, to camps installations, and gatherings duty of care on safety standards and security of evacuation staff international • • • • • • No peaceful No peaceful staff safety Local Lack of financial resolution to to resolution conflict and security are UN by not covered security framework in investment maintenance • • • Area staff rules Area Escalated conflict Escalated displacement/ of movement refugees Palestine camp and from gatherings for and regulations and securitysafety not covered are UN securityby framework infrastructure leads maintenance working unsafe to conditions and/or natural and/or natural disasters threats physical staff refugees, to and UN facilities (personal safety) Further • Further • • Deteriorating • • Heightened Hazards Hazards 134 2019 annual operational report Social workers have Social have workers PRS are continuously continuously PRS are Funding shortfalls do Funding approaching UNRWA UNRWA approaching their express to staff as a result frustration cash of decreasing An entitlements. appeal mechanism be to continue PRS to available facilitate hotlines to PRS to responding queries with being shared staff before related cash distributions being and PRS are SMS through informed not allow long term long term not allow and this contracts causes continuous among turnover the affects staff that to of day completion Mitigation tasks. day such as measures are the use of rosters however in place, processes recruitment and often lengthy are time consuming • • Key messages are • • h

72 5 2019 , the resulted in the resulted out of the 4 October 2019 LFO introduced new LFO introduced The LFO Business The a partAs of the emergencyAn During the period of unrest, from from of unrest, 17 the end of until LFO reporting year, the work- employed modality from-home on a needs basis and staff that ensured appropriately are LFO equipped. also came up with alternative the options for transportation of of to their place staff and essential work the areas supplies to to Accountability Populations Affected in Project Pilot rolled was Lebanon the out across country to as a tool Palestine increase engagement refugee in August delays 2019 of postponement some activities operating standard procedures neutrality for inspections Continuity plan has Continuity on been updated a quarterly basis any determine to possible challenges and shortcomings, as mitigation as well measures LFO and area contingency plan quarterly the lists of reviews, critical programme staff and essential been updated have regularly supply of fuel has been provided to Saida, (Tyre, areas and Beqa’a) Tripoli An as LFO. as well emergency of stock and non-food food has also been items meet to procured the needs of LFO staff in the first of an emergency • In funding However, • • • • • UNRWA Syria Syria UNRWA conducts UNRWA Daily paid workers Daily paid workers SFO has emergency produces monthly monthly produces update snapshots to stakeholders on the funding received, pattern expenditure and beneficiaries This reached. is highlight to meant and the successes needs on the ground. meetings regular with the General Administration Arab Palestine for to Refugees (GAPAR) discuss the needs of refugees Palestine the as share as well is This funding status. up through followed a biweekly report GAPAR to submitted as a quarterlyas well report with shared Ministry of Foreign (MOFA) Affairs remain the remain most common engagement fill mechanism to vacancies existing and new functions in place rosters staff enable timely to of staff recruitment • • • • Assessments and Assessments complaint Effective reporting Staff Emergency staff of Regular review review Periodic review Periodic informal surveyinformal of refugees’ Palestine satisfaction and appeal mechanism and on incidents complaints rosters regularly regularly rosters updated business continuity plan of programme criticality and staff essential of procurement contracts • • • • • • • Active outreach outreach Active Maintain multiple Business continuity options Develop Maintain dual relationship with relationship and participation of community and IDP leaders and committees dialogue with all stakeholders communication with staff, host beneficiaries, communities, donors and Governments activities emergency roster of emergency roster staff international members trained for and prepared the to deployment crisis Syria response of national rosters for candidates all emergency functions, allowing in recruitment rapid case of vacancies plans in place dealing with emergency and crisis situations contingency and remote decentralized management structure and alternative transportation and importation routes procurement (local and tracks international) relief of core in all areas items of operations, continuity allowing in of operations cuts case of access Strengthen • Strengthen • Maintain • Improve • • Maintain • • • Establish • • • Pre-positioning Unfavourable social Unfavourable of staff Exposure Inability respond to feeling Constant Unstable local Disruption to in systems Poor becomes UNRWA administrative administrative as a result burden of increased appeals/complaints media coverage and threats to violence with programme delivery and protests adequately and adequately growing timely to needs with quality services and assistance of insecurity morale and low and recruitment challenges markets undermine ability the Agency’s goods procure to and services locally business continuity support to place service delivery, and management and oversight decision- informed making violence; for target of the inviolability Agency premises is compromised on the infringing and Privileges Immunities of under UNRWA law. international • Growing • Growing • • • Interference • Demonstrations • • • • • • Lack of Expanding needs Displacement of Displacement of technically Flight Lack of reliable Expanding areas Lack of adequate Lack of capacity Lapses in Misuse of goods or understanding of mandate UNRWA and capacity operational environment from resulting funding and limited lack of access misinformation UNRWA regarding service provisions of the as a result crisis protracted staff families and destruction of homes from qualified staff Syria markets combined with crippling impact of economic sanctions of insecurity and/ in access or limited Syria and financial state institutional capacity support to operations and/or resources in ICT support functions to adherence Agency policies and procedures activities assets for other than those intended • • Constrained • Inadequate/ • • • • • • • • • Lack of adequate Lack of adequate and Access Lack of adequate bankingNational or (real Breach expectations from expectations from exceeding refugees capacity UNRWA human resources/ capacity disruption and/ or inadequacy of supply power transportation areas to routes by compromised insecurity and reliable suppliers for supplies essential and services within Syria reduced systems in capacity or collapse disruption of information, communication and technology services (ICT) fiduciaryrelated risks in perceived) neutrality and staff of conductcode • Higher • • Sustained • • • • Sustained • Procurement- • Socio-Political Operational Operational united nations relief and works agency for palestine refugees in the near east 135 Social workers have Social have workers PRS are continuously continuously PRS are Funding shortfalls do Funding approaching UNRWA UNRWA approaching their express to staff as a result frustration cash of decreasing An entitlements. appeal mechanism be to continue PRS to available facilitate hotlines to PRS to responding queries with being shared staff before related cash distributions being and PRS are SMS through informed not allow long term long term not allow and this contracts causes continuous among turnover the affects staff that to of day completion Mitigation tasks. day such as measures are the use of rosters however in place, processes recruitment and often lengthy are time consuming • • Key messages are • • h

72 5 2019 , the resulted in the resulted out of the 4 October 2019 LFO introduced new LFO introduced The LFO Business The a partAs of the emergencyAn During the period of unrest, from from of unrest, 17 the end of until LFO reporting year, the work- employed modality from-home on a needs basis and staff that ensured appropriately are LFO equipped. also came up with alternative the options for transportation of of to their place staff and essential work the areas supplies to to Accountability Populations Affected in Project Pilot rolled was Lebanon the out across country to as a tool Palestine increase engagement refugee in August delays 2019 of postponement some activities operating standard procedures neutrality for inspections Continuity plan has Continuity on been updated a quarterly basis any determine to possible challenges and shortcomings, as mitigation as well measures LFO and area contingency plan quarterly the lists of reviews, critical programme staff and essential been updated have regularly supply of fuel has been provided to Saida, (Tyre, areas and Beqa’a) Tripoli An as LFO. as well emergency of stock and non-food food has also been items meet to procured the needs of LFO staff in the first of an emergency • In funding However, • • • • • UNRWA Syria Syria UNRWA conducts UNRWA Daily paid workers Daily paid workers SFO has emergency produces monthly monthly produces update snapshots to stakeholders on the funding received, pattern expenditure and beneficiaries This reached. is highlight to meant and the successes needs on the ground. meetings regular with the General Administration Arab Palestine for to Refugees (GAPAR) discuss the needs of refugees Palestine the as share as well is This funding status. up through followed a biweekly report GAPAR to submitted as a quarterlyas well report with shared Ministry of Foreign (MOFA) Affairs remain the remain most common engagement fill mechanism to vacancies existing and new functions in place rosters staff enable timely to of staff recruitment • • • • Assessments and Assessments complaint Effective reporting Staff Emergency staff of Regular review review Periodic review Periodic informal surveyinformal of refugees’ Palestine satisfaction and appeal mechanism and on incidents complaints rosters regularly regularly rosters updated business continuity plan of programme criticality and staff essential of procurement contracts • • • • • • • Active outreach outreach Active Maintain multiple Business continuity options Develop Maintain dual relationship with relationship and participation of community and IDP leaders and committees dialogue with all stakeholders communication with staff, host beneficiaries, communities, donors and Governments activities emergency roster of emergency roster staff international members trained for and prepared the to deployment crisis Syria response of national rosters for candidates all emergency functions, allowing in recruitment rapid case of vacancies plans in place dealing with emergency and crisis situations contingency and remote decentralized management structure and alternative transportation and importation routes procurement (local and tracks international) relief of core in all areas items of operations, continuity allowing in of operations cuts case of access Strengthen • Strengthen • Maintain • Improve • • Maintain • • • Establish • • • Pre-positioning Unfavourable social Unfavourable of staff Exposure Inability respond to feeling Constant Unstable local Disruption to in systems Poor becomes UNRWA administrative administrative as a result burden of increased appeals/complaints media coverage and threats to violence with programme delivery and protests adequately and adequately growing timely to needs with quality services and assistance of insecurity morale and low and recruitment challenges markets undermine ability the Agency’s goods procure to and services locally business continuity support to place service delivery, and management and oversight decision- informed making violence; for target of the inviolability Agency premises is compromised on the infringing and Privileges Immunities of under UNRWA law. international • Growing • Growing • • • Interference • Demonstrations • • • • • • Lack of Expanding needs Displacement of Displacement of technically Flight Lack of reliable Expanding areas Lack of adequate Lack of capacity Lapses in Misuse of goods or understanding of mandate UNRWA and capacity operational environment from resulting funding and limited lack of access misinformation UNRWA regarding service provisions of the as a result crisis protracted staff families and destruction of homes from qualified staff Syria markets combined with crippling impact of economic sanctions of insecurity and/ in access or limited Syria and financial state institutional capacity support to operations and/or resources in ICT support functions to adherence Agency policies and procedures activities assets for other than those intended • • Constrained • Inadequate/ • • • • • • • • • Lack of adequate Lack of adequate and Access Lack of adequate bankingNational or (real Breach expectations from expectations from exceeding refugees capacity UNRWA human resources/ capacity disruption and/ or inadequacy of supply power transportation areas to routes by compromised insecurity and reliable suppliers for supplies essential and services within Syria reduced systems in capacity or collapse disruption of information, communication and technology services (ICT) fiduciaryrelated risks in perceived) neutrality and staff of conductcode • Higher • • Sustained • • • • Sustained • Procurement- • Socio-Political Operational Operational 136 2019 annual operational report The Lebanese Lebanese The authorities have authorities have delay to continued of the issuance entering permits for construction the into materials LFO liaises camps. with donors and other partners to address jointly this issue with the authorities Lebanese • Coordination with Coordination closely works UNRWA has a UNRWA SFO UNRWA GAPAR on the GAPAR rapid to response andemergencies other programmatic changes was maintained with the community ofin their places through residence such as committees Parents and Teachers help in to Association ofthe management schools communication department, which produces communication different for material in theaudiences of videos andform UNRWA summaries. collects consent taking before forms pictures of any refugees SMS from receive departments such as the Emergency SupportOperations inform to Team them about the cash and time for distributions asfood as the duration well of each assistance round has a complaint mechanism in and a hotlineplace beneficiariesfor their register to complaints

• • • • Beneficiaries • united nations relief and works agency for palestine refugees in the near east 137

Annex 5: oPt Emergency Appeal results framework

Gaza Sector-Specific Interventions Strategic Priority 1: crisis-affected Palestine refugee households facing acute shocks have increased economic access to food Emergency Food Assistance Outcome: The severity of refugee food insecurity is tempered Outcome/ Output Indicator Actual Target Number of refugees living beneath the abject- 604,193 620,310 poverty line of US1.74$ per day who received (300,826 female, 303,367 (308,812 female, emergency food assistance male) 311,498 male) Number of refugees living between the abject- poverty line of US$1.74 per person per day 349,405 397,454 Refugee households living and the absolute-poverty line of US$ 3.87 per (173,654 female, (198,027 female, in poverty meet their most person per day who receive emergency food 175,751 male) 199,427 male) basic food requirements assistance Percentage of caloric needs for the abject poor 79.76% 80% that are met through food distributions Percentage of caloric needs for the absolute 42.95% 43% poor that are met through food distributions Emergency Cash-for-Work Outcome: The severity of refugee food insecurity is tempered Number of workdays generated 1,230,992 1,133,808

Number of full-time equivalents created 4,274 3,973 Palestine refugees earn wages to cover their basic 11,082 Number of refugees benefiting from short- 13,572 food needs (6,649 female, term CfW (5,286 female, 8,286 male) 4,433 male) Total value provided to CfW beneficiaries US$ 16,805,925 US$ 13,512,854 Strategic Priority 2: Palestine refugees maintain access to critical services and are protected from the most severe impacts of hostilities and violence Emergency Health Outcome: Crisis-affected refugees enjoy their right to health Crisis-affected refugees Number of poor refugees receiving secondary 4,134 have access to secondary 3,500 or tertiary health care (2,728 female, 1,406 male) and tertiary health care Number of injured GMR cases provided with 925179 750180 Crisis-affected refugees lifesaving medicines 178 have access to primary Number of physiotherapy sessions provided at health care 6,396 3,960 UNRWA health centres Crisis-affected refugee Percentage of students who receive support as students receive medical 96.33% 100% a result of in-depth medical assessments support Education in Emergencies Outcome: The effects of the blockade, poverty and violence are countered through a supportive learning environment where refugee students can realize their potential 1,000 Number of support teachers hired to facilitate 585 (400 female, Refugee students with students’ education in Arabic and mathematics (555 female, 30 male) additional learning needs in 600 male) Arabic and mathematics are 68,007 Number of children supported by additional 68,007 supported (32,648 female, learning in Arabic and mathematics (32,648 girls, 35,359 boys) 35,359 male) Number of Palestine refugee students Refugee students are 278,938 provided with educational materials (back-to- provided with learning 0181 (134,965 female, school kits, psychosocial support/recreational tools 143,973 male) kits, stationery) each semester 138 2019 annual operational report

Mental Health and Psychosocial Support Outcome: The psychosocial well-being of Palestine refugees is enhanced 123,251 students 24,471 Number of students receiving life skills support (67,842 female, (13,100 female, 11,371 55,409 male) male) 6,866 Number of students receiving group 5,768 (3,647 female, counselling (2,884 female, 2,884 male) UNRWA students 3,219 male) and parents receive 11,057 psychosocial support Number of students receiving individual 5,665 (5,182 female, counselling (2,832 female, 2,833 male) 5,875 male) 34,196 Number of parents receiving parent awareness 8,000 ( 28,348 female, sessions (4000 female, 4000 male) 5,848 male) 2,583 Number of adults receiving group 1,050 (1,983 female, interventions (1,020 female, 30 male) 600 male) Families and communities 6,407 receive psychosocial Number of adults receiving individual 34,300 (4,354 female, support counselling (2,700 female, 600 male) 2,053 male) Number of women attending psychosocial 14,806 10,000 education sessions Protection Outcome: The protection of Palestine refugees’ human rights is enhanced Number of vulnerable refugees, including Vulnerabilities are children, women and persons with disabilities, mitigated and the most provided with targeted support to address 0182 500 acute protection needs are situations of exploitation, and abuse and effectively addressed neglect Front-line staff have capacity to identify and Number of staff members trained on 276 800 respond to protection protection (198 female, 78 male) needs Delegations and key international stakeholders are fully aware of the Number of briefings and reports on the impact of the protracted humanitarian and protection context provided 79 50 humanitarian crisis in Gaza to key international stakeholders, including and its implications for delegations the protection of Palestine refugees Emergency Water and Sanitation Outcome: A critical deterioration in refugee health is avoided through emergency water and sanitation interventions Number of critical WASH facilities supported 9 9 The functioning of essential UNRWA WASH facilities is Percentage of identified repairs to damaged supported. and degraded water and wastewater networks 0 100% in camps carried out Number of identified mosquito-breeding sites 0 3 Exposure of refugees to cleared vector-borne diseases is Tons of waste removed from unofficial reduced 70,800 60,000 dumping sites united nations relief and works agency for palestine refugees in the near east 139

West Bank Sector-Specific Interventions Strategic Priority 1: crisis-affected palestine refugee households facing acute shocks have increased economic access to food Emergency Food Assistance Outcome: The severity of refugee food insecurity is tempered Outcome/ Output Indicator Actual Target Food-insecure refugee households are provided Number of individuals benefiting from joint with the means and WFP-UNRWA food distributions for vulnerable 37,000 37,000 knowledge to meet Bedouin and herder communities in Area C their most basic food requirements. Emergency Preparedness Outcome: Reduced losses in lives and in the social, economic and environmental assets of refugee communities Number of abject poor refugee households in the West Bank (in rural, urban areas and in the 3,610 3,620 19 camps) receiving cash assistance through Abject poor refugees the e-card modality receive emergency cash Number of abject poor refugee individuals in 25,578 23,782 assistance to cover their the West Bank (in rural, urban areas and in the (12,451 female, 13,127 (11,479 female, basic needs. 19 camps) receiving cash assistance through male) 12,303 male) the e-card modality Total value disbursed as cash to abject poor US$ 3,543,169 US$ 3,329,536 refugee households Strategic Priority 2: Palestine refugees maintain access to critical services and are protected from the most severe impacts of hostilities and violence Protection Outcome: Refugees receive enhanced protection from the immediate and most serious effects of occupation related policies, practices and hostilities, respect for IHL and IHRL is promoted, and abuses are mitigated. Percentage of UNRWA advocacy interventions Enhanced systematic on protection issues that prompt concrete 44% 20% follow-up of authorities action from the relevant authorities responsible for alleged IHL Percentage of documented incidents for which violations. UNRWA obtains informed consent that are 95% 65% presented to the relevant authorities Number of protection (advocacy) Delegations are better interventions, including formal letters, informed to advocate concerning protection issues undertaken by 176 85 on the protracted crisis UNRWA targeting external actors and duty affecting refugees. bearers Percentage of vulnerable refugee households impacted by protection threats who re- The risk of forced establish the physical safety and security of 42% 50% displacement of vulnerable their residence after receiving emergency cash communities is reduced assistance and their coping capacities Percentage of refugee households affected are increased. by demolitions/evictions who re-establish 71% 50% stable accommodation at the cessation of interventions183 140 2019 annual operational report

Gaza, West Bank & Headquarters Strategic Priority 3: Effective management and coordination of the emergency response Coordination, Safety, Security and Management Outcome: The emergency response, as funded, is effectively implemented and managed Outcome/ Output Indicator Actual Target Mid-year EA progress report issued within a set period of time after the end of the reporting 120 120 days period The response, as funded, Draft annual EA report issued within a set is effectively implemented period of time after the end of the reporting 96 120 days and managed period Number of times EA implementation is reviewed within the context of mid-year and 2 2 annual results reviews Emergency Preparedness Outcome: Reduced losses in lives and in the social, economic and environmental assets of refugee communities Number of staff trained in emergency 1,026 1,026 (Gaza) The Agency has adequate preparedness and response response capacity to address protracted Number of staff trained in early recovery 0 342 (Gaza) crises and sudden-onset emergencies. Number of refugee households covered by 110 refugee households 400 refugee households available emergency stocks (West Bank) (West Bank) Neutrality (Gaza) Outcome: Agency neutrality and integrity is safeguarded Percentage of installations monitored 100% 100% biannually Inspections and training Number of staff members receiving neutrality 490 are carried out to safeguard training (including neutrality in the use of 500 184 (253 female, 237 male) neutrality social media) Percentage of noted neutrality breaches 72% 185 100% followed up Neutrality (West Bank) Outcome: Agency neutrality and integrity is safeguarded Percentage of installations monitored 81% 100% biannually Inspections and training Number of staff members receiving neutrality are carried out to safeguard training (including neutrality in the use of 30 500 neutrality. social media) Percentage of noted neutrality breaches N/A 100% followed up united nations relief and works agency for palestine refugees in the near east 141 West Bank West The average number of average The constraints financial The to continues UNRWA settler attacks resulting resulting settler attacks casualties in Palestinian or property damage has in witnessed a 15% increase 2018 to 2019 as compared while the number of (OCHA), due to displaced Palestinians demolitions almost doubled (914 in 2019 against 469 situation This 2018 -OCHA). work increased required the crisis intervention from and unit and the Protection Neutrality department the affected of the PA delivery services, of essential especially in the health impacting the most sector, families vulnerable supportprovide the to its through most vulnerable emergency cash project • • • Status Update Status

along 2019 2019 Gaza per cent in per cent The Great March of Return March Great The of serious escalations Three talks have Reconciliation civil servants Salaries of PA demonstrations continued continued demonstrations however varyingat intensity, of violence level the general number and associated of demonstration-related as partcasualties decreased and unofficial of a fragile deal in ceasefire taken place hostilities have of the the beginning since ceasefire Unofficial year. highly remain arrangements fragile further collapsed, largely the political worsening impasse and contributing serviceto delivery crisis socio-and deteriorating on the conditions economic ground approximately to reduced 40 with reductions in social assistance • • • • Monitoring Close monitoring of the Close monitoring Regular use of the Security Daily media reviews political environment, trends trends political environment, incidents protection analysis, of and early identification factors can trigger an that escalation Management Information (SIMS), including System ongoing collection and of security data coordination the UN Securitythrough and UN Team Management Security Cell • • • GFO and WBFO have WBFO have GFO and Mechanisms Mitigation / Coping / Coping Mitigation UNRWA can access can access UNRWA with coordinates UNRWA and the West Bank Field Bank Field West and the Office to continue (WBFO) their emergency strengthen capacity response and rapid and the review through of relevant improvement A thoroughly systems. emergency reviewed manual and related response GFO- will strengthen SOPs management integrated during the and coordination emergency phase and logistical existing capacities administrative during emergencies, a surge providing thereby, capacity mechanism during a crisis• minimum-preparedness such as in place, steps emergency supply updated staff critical/essential lists, lists and the ability utilize to emergency the Agency’s roster staff Country Nations United (UNCT)/UnitedTeam Nations Department of Security and ensure (UNDSS) to Safety and maximum coverage Both GFO and efficiency. WBFO actively participate in and inter-agency simulations emergency preparedness/ workshops response • Gaza Field Office (GFO Office • Gaza Field • • Consequences Increased humanitarian Increase in protection restrictions in the Tightened needs among Palestine needs among Palestine refugees of IHL/ violations issues, injuries and IHRL, fatalities, law people detained due to or operations enforcement armed conflict goods of people, movement and services in and out of the Gaza Strip and access Bank West restrictions in the including East Jerusalem • • • Event Escalated conflict in Escalated Gaza and increase Escalation Inability of the PA and the West Bank (local and West and the leading in origin) regional humanitarian increased to vulnerability and possible UNRWA to interruptions services/assistance in IHL and IHRL violations refugees Palestine affecting camps and refugee provide to Government civil servants,salaries with to securitysubsequent and service delivery implications • • • Hazards Annex 6: Status updated oPt updated EA risk register 6: Status Annex 142 2019 annual operational report , although 2018 in emergency 2019 Funding continued to be to continued Funding limited for the West Bank, West the for limited affecting emergency there services. However, no additional cuts were in interventions after the ones planned in reduced was staffing • , 2019 , prioritized 2019 Following the Following reductions Significant Effortsto stabilize criticalDue underfunding to unprecedented financial unprecedented the Agency by crisis faced in continued that in succeeded UNRWA and core implementing prioritized emergency interventions in Gaza a constrained to adjusted budget in EA funding prompted and review the Agency to prioritize interventions in 2019 emergency were operations a only possible through and loan, CERF grant and additional contributions other donors from advances including the Agency’s budget programme of EA in to interventions continued CfW assistance, include food and MHPSS • • • • Engagement with Engagement with ERCD to Engagement Monitoring of service the Department of External and Relations to (ERCD) Communications income/pledges track donors and donor diversify the EA to income and refugee interruptions satisfaction and reactions • • • The UNRWA Department UNRWA The Securityfor briefings resource effective More Regularto donors briefings outreach/ Community rationalization Resource Contingency planning of Security and Risk with Management works closely and UNDSS to monitor continuously the political and security where allow, to situation pre-emptivepossible, escalations planning for staff supportincoming conduct and behaviour risk, the reduce both to that the Agency individual and to and advocacymobilization communication • • • • • • • Service delivery refugees to expectedmeeting Not results impact on public Negative staff/service to Threats interrupted and/or serviceinterrupted most to is not delivered beneficiaries vulnerable reduction in donor due to assistance of UNRWA perceptions delivery • • • • Inadequate funding level to to funding level Inadequate suspension of peace The meet rising needs lead could if sustained, talks, their reconsider donors to commitment long-term • • Strategic Strategic united nations relief and works agency for palestine refugees in the near east 143 Continuous dialogue with Continuous employees was maintained maintained was employees transparency guarantee to employees and make sure of the current aware were no was There situation. industrial action resulting of servicein interruption delivery in the reporting period •

1

2019 2019 , home visits for the , home visits for 2019 Efforts started in Agency continued The returned were staff Part-time Meetings with donors and to refine and modernize and modernize refine to poverty assessments, and with tools better align authorities used by systems and and other agencies, on those most in focus of the last quarter As need. of povertycurrent assessment survey and assumption of povertynew caseload for suspended were assessment particularly under unpredictable financial circumstances regular maintain to with staff on communication EA programming changes to as of full-time contracts to the end of until May levels various media at been conducted to have and brief on the update regarding funding situation on the EA and implications programming • • • • Monitoring/documenting of Monitoring/documenting donors on key to Updates of business review Periodic Regular and interaction through Regular updates and monitoring Periodic key issues to the union and key issues to of union messaging affecting developments Agency operations plans continuity with the communication and Commissioner-General Office staff Executive with Field communication Office management of staff surveyresults review • • • • • • hours, both offices both offices hours, 48 UNRWA HQ and field office HQ and field office UNRWA In case of industrial action, with Regular updates consultations Through and use of staff to Access management have regular regular have management Staff meetings with the Area discuss specific Unions to concern issues of staff within capable of relocating are with locations remote to necessary support stakeholders (staff and institutional partners) ensure to provided are understanding of reforms structuraland reorganization requirements supervisors,between supervisees and Human representatives, Resources staff dialogue is constructive promoted portal and social media WBFO GFO and for platforms for effective tool staff as a with staff communication • • • • • Industrial action resulting Misuse and of materials in interruption of servicein interruption delivery assets • • Employee dissatisfaction Employee as a result of perceived of perceived as a result (or actual) emergency as well cutbacks, programme as dissatisfaction towards conditions employment • Operational Operational 144 2019 annual operational report UNRWA managed to managed to UNRWA of Regular allegations dialogue Continuous continue to operate and operate to continue servicesmaintain with budget available limited lack of neutrality perceived to continue of UNRWA be reported in media. All measures mitigation listed taken, on neutrality are donors reassure so as to and partners on UNRWA neutrality with the is maintained community on the current so of UNRWA situation unmet to respond as to expectations and make well beneficiaries are sure informed • • • due to due to 2019 In of funding light of financial Close monitoring were No notable incidents Suspension of transitional the revisited UNRWA reductions, steps have been have steps reductions, project mobilize taken to bridge funding and to financing gaps through and other arrangements UNRWA from advances budget, programme of the exposure increasing Agency financial risk to implementation planning, as as well of programmes plans expenditure and the Protection recorded; monitored Neutrality Team neutrality of installations up on and followed and conducted violations on humanitarian training including principles, staff for neutrality, cash assistance shelter in continued and funding constraints, beneficiary dissatisfaction installation- at and protest continued; level cooperation modality for with CBOs and introduced • • • • • some changes such as Monthly meetings in GFO Quarterly results-based with ERCD, In consultation of and analysis Tracking of record updated An and follow-up Media analysis Regular donor contact surveysResults of internal recorded expectations Staff Media analysis SIMS reporting on incidents and WBFO with Projects WBFO with Projects and Unit, Finance EA Office, and DeputyDirector view trends, to Directors challenges and consider solutions identify (RBM) of monitoring of the the effectiveness of EA implementation and timely programmes corrections undertaken if budget and from deviation plan is detected periodic communication with the donor community of funding and on the status critical needs in neutrality violations installations UNRWA on staff members trained humanitarian principles, is kept. including neutrality, non- from and evaluations sources UNRWA as part of appeal programme design and complaints • • • • • • • • • • • Maintain up-to-date and Conduct regular are systems UNRWA and bilateral Continued In the case of a neutrality to in place are Controls resource management management resource particularlypractices, of a the implementation Enterprise comprehensive system Planning Resource in periodic training and financial procurement procedures policies, staff and guidelines for and in expenditure involved processes procurement and audited monitored and correct identify to and financial operational risks with ad-hoc engagement elaborate ERCD to donors by on the necessity of and with benefits associated financial supportcontinued in an UNRWA breach parties third by installation incursions), GFO and (e.g. reporting WBFO have in place procedures protested Incidents are relevant in writing to interlocutors against the misuse of protect criminal, assets for UNRWA political or security activity all equipment ensure to and accounted is present In addition, the car log for. against protects system theft/misuse of Agency vehicles • • • • • • Donors reduce their Donors reduce viability of projects/ Financial Dissatisfaction among Death or injury of refugees financial Donors reduce as a Reputation of UNRWA Incursions in UNRWA Obstruction of service to staff of UNRWA Exposure contributions compromised programmes UNRWA towards beneficiaries perception negative due to and operations of UNRWA cuts potential services/UNRWA accessing staff support actornon-neutral creates mistrust among partners and beneficiaries general create installations insecurity in the refugee community community relationships delivery the beneficiaries for and compromising threats situations • • • • • • • • Unstable/unfavorable • • Fiduciary risks in operational risksFiduciary in operational breach Real or perceived Beneficiaryexpectations go implementation neutrality as a of UNRWA humanitarian actor a perceived unmet due to (or actual) in decrease humanitarian assistance • • • Financial Sociopolitical united nations relief and works agency for palestine refugees in the near east 145 prolonged CfW modality prolonged met with was This CBO dissatisfaction from and a number of workers installation- at protests UNRWA place. took level a transitional designed the regularize plan to with CBOs and cooperation quality of servicesensure Palestine to provided CBOs through refugees discontinuation of a discontinuation Staff outreach through through outreach Staff inductions are Proper concerning Allegations Interventions with key and implement Update and Seek feedback communications, annual/ communications, and biannual presentations on neutrality/ workshops access/protection newly- for provided includes staff that hired on UN privileges training and immunities humanitarian principles, including neutrality are neutrality breaches and disciplinary investigated action the is engaged where facts warrant sometimes interlocutors, with other UN jointly agencies plans that communication meetings include regular GFO and with beneficiaries, Unions, Staff WBFO Area ServiceCamp Committees Authority and the Palestinian (PA) stakeholder address and improve concerns transparency through community-level stronger engagement • • • • • • Mistrust towards UNRWA UNRWA Mistrust towards among Palestine refugees refugees among Palestine the who do not receive expected support • 146 2019 annual operational report WBFO operates a hotline WBFO operates GFO Monitoring and The WBFO GFO and The PAS GFO-reformed The collected from Information to enable refugees to to enable refugees to about their povertyenquire and eligibility for status emergency interventions, in particular to in relation This security assistance. food transparency has improved frustration, and has reduced the camp level especially at It to also limits the extent which camp service officers staff and other front-line with to/deal exposed are regarding complaints emergency assistance Unit conducts Evaluation beneficiaryindependent satisfaction surveys that management both increase of of areas awareness among target discontent and improves groups and targeting effectiveness contact regular maintains explaining with beneficiaries, as their service rights, access any for as the reasons well cuts implemented Office to enables the Field its poverty-targeting refine identify mechanism to and most poorest Gaza’s marginalized The families. new poverty assessment rapid, is more system and fair accurate appeal includes a robust mechanism to fed back beneficiaries is in order senior management their expectationsthat can managed be positively • • • • • united nations relief and works agency for palestine refugees in the near east 147 The UNRWA YouTube YouTube The UNRWA has GFO communications security management Field outreach GFO increased meetings GFO regular channel is utilized through through channel is utilized programmes DUO/CG/DCG issues and on broad broader answering refugees questions from communication dedicated with communities/outreach flow better ensure to stream dialogue with of two-way refugees is ensured and monitoring with coordination through the Security Officer and links with UNDSS efforts through with Communications that (CwC) Communities greater refugees provides on information to access activities, service UNRWA and rationale rights access of distribution of available while also ensuring funds, heard are voices refugees’ in account and taken into decision-making processes of the provision to related humanitarian services Refugee with Palestinian Committees • • • • • 148 2019 annual operational report Status update Status Occasional temporary delays in temporaryOccasional delays approach Increasingly restrictive Restricted entry the at and exit reported was No notable incident importing Gaza supplies to due to of violence of escalation incidents to authorities with regard Israeli by UN/UNRWA permits for granting AgencyThe staff. Palestinian engage the Israeli to continues with authorities in coordination other actors with Egypt Rafah crossing border • • • • Monitoring Clear external reporting on the with the Regular communication and trends of incidents Analysis to Monitoring the environment Monitoring of the media and of analysis and ensure Record contacts with key Maintain regular and if Depending on the case, impact barriers on of access delivery programme authorities Israeli in result could that events identify restrictions on the movement more Gazaof goods between and Israel dialogue with local economic actors incidents including donors stakeholders, publicly communicate required, • • • • • • • • Mechanisms Mitigation / Coping / Coping Mitigation Timelines for procurement procurement for Timelines UNRWA necessary, Whenever Support the from is sought part and As of preparedness humanitarian purposeThe and channels Open communication Close observance of and constant Reporting all mechanisms from logistics processes are flexible flexible are processes logistics and quickly increased to adapted import to barriers in order of the impactminimize of delays commodities and delivery take into processes in delays unforeseen consideration final delivery minimize to and order distribution delays undertakes see the that steps unhindered authorities allow Israeli Gaza into humanitarian relief community and international use their position in donors to the unhindered for advocating of humanitarian assistance access Gaza into planning, business continuity stock predetermined that ensure are items of essential levels maintained interventions neutrality of UNRWA stakeholders to highlighted are with stakeholders who advocate humanitarian the Agency’s for mandate on the UNRWA provided reminders of work and scope mandate to and installations programmes of interference on incidents inform on representatives Government by activities UNRWA • Procurement, coordination and coordination • Procurement, • • • • • • • • Consequences Implementation of UNRWA projects Implementation of UNRWA in the implementation Delays is significantly delayed or is ceased or is delayed is significantly and equipment limited due to supplies of activities, with possible cancellations • • Event Restrictions Israeli imposed by in UNRWA interference Political authorities on access for UNRWA UNRWA for authorities on access Gazasupplies to activities • • Risksto GFO Specific Sociopolitical united nations relief and works agency for palestine refugees in the near east 149 from from 2020 2018 hours per 10 - 15 hours per day to to hours per day 5 - , access to clean water clean water to , access 7 2019 2019 . However, an agreement an agreement . However, Limited economic activity economic Limited in were policemen Palestinian Three electricityWhile availability Gaza as well as the deliveryGaza as well and services of essential availability of the the effects by hampered are divide inner-Palestinian continued implementing towards Key steps landmark reconciliation the signed and Hamas the Fatah deal between in factions materialize failed to 2019 among Palestinian reached was factions hold parliamentary to and elections in presidential killed pedestrians injured and three suicide explosions separate in two checkpoints police in targeting August, as of October improved previously approximately in day and together crisis level at remains with electricity continues rationing impactto nearly every aspect of life • • • Collaborate with other Collaborate Regular use of the Security Daily media reviews report installation internal UNRWA other by provided Information humanitarian partners in of the political monitoring and early environment of factors can that identification trigger an escalation Management Information (SIMS), including ongoing System of collection and coordination the UN security through data Security Management Team humanitarian actors • • • • • Briefings and inductions with new with UNDSS, In coordination coordination Continued existing can access UNRWA and investment Increased focus such as those measures, Prevention of local and engagement Advocacy staff and regular review/reminders review/reminders regular staff and with all staff on the humanitarian interventions purpose of UNRWA the political and closely monitor security strengthen to situation contingency planning and where pre-emptivepossible allow escalations planning for Country Nations with United (UNCT)/UnitedTeam Nations Department of Security and Safety maximum ensure (UNDSS) to and efficiency coverage and administrative logistical capacities during emergencies, capacity a surge providing thereby mechanism during a crisis sustainable on environmentally plants, desalination solutions (e.g. solar panels and harvesting storm water) flooding counter to stakeholders on and international the crisis solutions around • • • • • • • ) 2020 Possible escalation of violence and of violence escalation Possible of restrictions tightening Further of socio-economicDeterioration irreversible crisis becomes Water actors international taken by Steps use makeshift power Families to Raw conveyed sewage conflict in Gaza due to increased conflict in to increased Gaza due division internal goods of people, in the movement and services in and out of the Gaza Strip in Gaza among refugees conditions on pressure in increased resulting and humanitarian actors UNRWA (Gaza refugees do not equally benefit risk put them at solutions that SeaMediterranean • • • • • • • Worsening of the political divide Worsening of environmental Worsening problems due to the energy crisis the energy due to problems • • Environmental Environmental 150 2019 annual operational report

13% , with very cuts remained cuts remained ). Emergency ) 2019 2018 2018 Status update update Status . Frustrations of refugees of refugees . Frustrations 2019 Q4 2019 - PCBS The Palestinian economy continued continued economy Palestinian The of the Crisis Intervention work The no additional cuts were There Quarterly of each monitoring restrictions continued Access to stagnate in stagnate to Unemployment growth. limited very remained high ( levels in provided was cash assistance (after the most vulnerable to of the emergency reassessment caseload in and Neutrality Unit and Protection Department has been maintained to and respond monitor to IHL and IHRL violations increased demolitions and (settler violence, security operations) in service delivery under the EA in the following high is conducted project/programme make sure under the RBM to the needs to responds UNRWA their improve to of refugees conditions/further build their resilience be an importantto as issue, restrictions in as increased well construction C. permits in area liaison is maintained Continuous and the Protection through Neutrality Department. When at raised issues are necessary, • • • • • Monitoring Quarterly of each monitoring household and labour Economic, and discussions trends Following Internal bi-weekly protection Quarterly of each monitoring EA reportingReview through through monitoring Daily access and reportingDocumentation of through Monitoring and follow-up project/programme through the through project/programme RBM system UNRWA conducted by market analysis or other actors UNRWA active participationthrough of Security SectorWBFO in the Food Security Unit Analysis and Food on reporting analysis and trends incidents relevant the through project/programme RBM system UNRWA mechanisms Radio Room the UNRWA incidents access Protection the International and inter-agency Group Working UNCT e.g. forums, • • • • • • • • • the Agency has reassessed the Agency has reassessed 2018 The Agency has maintained The Quarterly Management UNRWA WBFO liaises with the Israeli implemented to move beneficiaries move to implemented on aid towards dependence from through empowerment economic sustainable programming more and an emphasis on livelihoods and self-reliance make to its emergency caseload, emergency that servicessure the most to provided are provided targeting Improved vulnerable. of capacity and improvement food- for data testing proxy-means households, insecure/vulnerable are ensuring the most vulnerable prioritized and protection international neutrality staff in its protection department continuous ensure to reporting and monitoring, especially in civil/ advocacy, military and private coordination diplomacy authorities with Israeli on the ground and semi-annual Reviews to in place Results are Reviews programme periodically monitor progress implementation authorities on access/protection international issues through and neutralityprotection officers. raised issues are In some instances, DCG of the UNRWA the level at counterparts, with Israeli or CG with other UN times jointly at agencies Mitigation/Coping Mechanisms Mitigation/Coping Strategy developed/being developed/being Strategy • In • • • Consequences Increased food insecurity and Increased food Difficulties in meeting threats, Increased protection and frustration Increased tension services impactLimited of UNRWA and Disruptions in programmes Obstruction of donor-funded poverty among Palestine refugees poverty among Palestine less humanitarian needs due to decreasing power, purchasing numbers in funds and growing need on humanitarian need and reliance humanitarian assistance Bank, West in the of refugees including East Jerusalem in the of serviceevent cuts needs of on the immediate and limited refugees Palestine resilience to contribution service / the ability of provision servicesto deliver staff UNRWA the lack C due to structures in Area of building permits • • • • • • • Event Event Further economic deterioration deterioration economic Further Increased IHL and IHRL violations risksFiduciary in operational the needs to respond to Failure of and rules imposed by Practices in the West Bank, including West in the East Jerusalem and decline in high due to power purchasing and rising rates unemployment in global and local prices food markets refugees and Palestine affecting camps refugee implementation their improve to of refugees / furtherconditions build their resilience to authorities related the Israeli affect the ability of the occupation implement effectively to UNRWA in Area emergency programming C, including in closed military areas • • • • • Risks Specific to WBFO Risksto Specific Programmatic united nations relief and works agency for palestine refugees in the near east 151

13% , with very cuts remained cuts remained ). Emergency ) 2019 2018 2018 Status update update Status . Frustrations of refugees of refugees . Frustrations 2019 Q4 2019 - PCBS The Palestinian economy continued continued economy Palestinian The of the Crisis Intervention work The no additional cuts were There Quarterly of each monitoring restrictions continued Access participated with other UNRWA to stagnate in stagnate to Unemployment growth. limited very remained high ( levels in provided was cash assistance (after the most vulnerable to of the emergency reassessment caseload in and Neutrality Unit and Protection Department has been maintained to and respond monitor to IHL and IHRL violations increased demolitions and (settler violence, security operations) in service delivery under the EA in the following high is conducted project/programme make sure under the RBM to the needs to responds UNRWA their improve to of refugees conditions/further build their resilience be an importantto as issue, restrictions in as increased well construction C. permits in area liaison is maintained Continuous and the Protection through Neutrality Department. When at raised issues are necessary, other UN agencies in the development UN Agencies Cannot Education of a multi-year to responding programme Wait in Area needs of children education C, East Jerusalem and Hebron • • • • • • Headquarters with or jointly level • Monitoring Quarterly of each monitoring household and labour Economic, and discussions trends Following Internal bi-weekly protection Quarterly of each monitoring EA reportingReview through through monitoring Daily access and reportingDocumentation of through Monitoring and follow-up project/programme through the through project/programme RBM system UNRWA conducted by market analysis or other actors UNRWA active participationthrough of Security SectorWBFO in the Food Security Unit Analysis and Food on reporting analysis and trends incidents relevant the through project/programme RBM system UNRWA mechanisms Radio Room the UNRWA incidents access Protection the International and inter-agency Group Working UNCT e.g. forums, • • • • • • • • • the Agency has reassessed the Agency has reassessed 2018 The Agency has maintained The Quarterly Management UNRWA WBFO liaises with the Israeli teams Specific programme the has adopted UNRWA implemented to move beneficiaries move to implemented on aid towards dependence from through empowerment economic sustainable programming more and an emphasis on livelihoods and self-reliance make to its emergency caseload, emergency that servicessure the most to provided are provided targeting Improved vulnerable. of capacity and improvement food- for data testing proxy-means households, insecure/vulnerable are ensuring the most vulnerable prioritized and protection international neutrality staff in its protection department continuous ensure to reporting and monitoring, especially in civil/ advocacy, military and private coordination diplomacy authorities with Israeli on the ground and semi-annual Reviews to in place Results are Reviews programme periodically monitor progress implementation authorities on access/protection international issues through and neutralityprotection officers. raised issues are In some instances, DCG of the UNRWA the level at counterparts, with Israeli or CG with other UN times jointly at agencies C, activitiesimplement in Area including in closed military areas, basis and ensure on a regular loops. and feedback monitoring C Area Team Humanitarian Country Policy Framework Mitigation/Coping Mechanisms Mitigation/Coping Strategy developed/being developed/being Strategy • In • • • • • Consequences Increased food insecurity and Increased food Difficulties in meeting threats, Increased protection and frustration Increased tension services impactLimited of UNRWA and Disruptions in programmes Obstruction of donor-funded poverty among Palestine refugees poverty among Palestine less humanitarian needs due to decreasing power, purchasing numbers in funds and growing need on humanitarian need and reliance humanitarian assistance Bank, West in the of refugees including East Jerusalem in the of serviceevent cuts needs of on the immediate and limited refugees Palestine resilience to contribution service / the ability of provision servicesto deliver staff UNRWA the lack C due to structures in Area of building permits • • • • • • • Event Event Further economic deterioration deterioration economic Further Increased IHL and IHRL violations risksFiduciary in operational the needs to respond to Failure of and rules imposed by Practices and dialogue tensions Political in the West Bank, including West in the East Jerusalem and decline in high due to power purchasing and rising rates unemployment in global and local prices food markets refugees and Palestine affecting camps refugee implementation their improve to of refugees / furtherconditions build their resilience to authorities related the Israeli affect the ability of the occupation implement effectively to UNRWA in Area emergency programming C, including in closed military areas to the negative due affected are or actual of a perceived perception services reduction in UNRWA • • • • • • Programmatic 152 2019 annual operational report

Annex 7: 2019 Statistics Bulletin

General Statistics 2019

Registered refugees 1,460,315 Other registered persons* 161,806 Registered population, female (%) 49.5 Registered population, male (%) 50.5 GFO Registered population - youth, female (%)** 18.1 Registered population - youth, male (%)** 18.0

Registered refugees 2,272,411 Other registered persons* 147,251 Registered population, female (%) 50.0

JFO Registered population, male (%) 50.0 Registered population - youth, female (%)** 18.2 Registered population - youth, male (%)** 18.4

Registered refugees 476,033 Other registered persons* 62,659 Registered population, female (%) 50.1

LFO Registered population, male (%) 49.9 Registered population - youth, female (%)** 14.0 Registered population - youth, male (%)** 14.0

Registered refugees 562,312 Other registered persons* 84,831 Registered population, female (%) 51.2 Registered population, male (%) 48.8 SFO Registered population - youth, female (%)** 16.2 Registered population - youth, male (%)** 16.2

Registered refugees 858,758 Other registered persons* 207,014 Registered population, female (%) 50.7 Registered population, male (%) 49.3 WBFO Registered population - youth, female (%)** 17.7 Registered population - youth, male (%)** 17.7

Registered refugees 5,629,829 Other registered persons* 663,561 Registered population, female (%) 50.1 Registered population, male (%) 49.9

Agency Registered population - youth, female (%)** 17.5 Registered population - youth, male (%)** 17.6

*Note 1: “Other Registered Persons” refer to those who, at the time of original registration did not satisfy all of UNRWA’s Palestine refugee criteria, but who were determined to have suffered significant loss and/or hardship for reasons related to the 1948 conflict in Palestine; they also include persons who belong to the families of other registered persons. **Note 2: The age range applied for "youth" is 15-24. ***Note 3: All Agency-wide percentages and averages are calculated based on a weighted average across all fields of UNRWA operation. united nations relief and works agency for palestine refugees in the near east 153

Total Registered Refugees and Other Registered Persons (2019)

3,000,000

2,500,000

2,000,000

1,500,000

1,000,000

500,000

0 GFO JFO LFO SFO WBFO 154 2019 annual operational report

Protection Statistics 2019

Percentage of UNRWA interventions on protection issues that prompt a positive N/A response from the authorities* Degree of alignment with UNRWA protection standards across all aspects of N/A programming (%)** GFO Number of individuals who received psychosocial support*** N/A Number of individuals referred to /receiving the direct provision of legal assistance 1,231

Percentage of UNRWA interventions on protection issues that prompt a positive 0 response from the authorities* Degree of alignment with UNRWA protection standards across all aspects of N/A programming (%)** JFO Number of individuals who received psychosocial support*** N/A Number of individuals referred to /receiving the direct provision of legal assistance 179

Percentage of UNRWA interventions on protection issues that prompt a positive N/A response from the authorities* Degree of alignment with UNRWA protection standards across all aspects of N/A programming (%)** LFO Number of individuals who received psychosocial support*** N/A Number of individuals referred to /receiving the direct provision of legal assistance 7,287

Percentage of UNRWA interventions on protection issues that prompt a positive N/A response from the authorities* Degree of alignment with UNRWA protection standards across all aspects of N/A programming (%)** SFO Number of individuals who received psychosocial support*** N/A Number of individuals referred to /receiving the direct provision of legal assistance 3,896

Percentage of UNRWA interventions on protection issues that prompt a positive 44.3 response from the authorities* Degree of alignment with UNRWA protection standards across all aspects of N/A programming (%)**

WBFO Number of individuals who received psychosocial support*** N/A Number of individuals referred to /receiving the direct provision of legal assistance N/A

Percentage of UNRWA interventions on protection issues that prompt a positive 39.7 response from the authorities* Degree of alignment with UNRWA protection standards across all aspects of N/A programming (%)**

Agency Number of individuals who received psychosocial support*** N/A Number of individuals referred to /receiving the direct provision of legal aid 12,593 UNRWA's performance on the UN SWAP framework of indicators (%)**** 44

* Note 1: Results against the indicator, "percentage of UNRWA interventions on protection issues that prompt positive responses from authorities" is only applicable to UNRWA operations in Jordan and the West Bank. ** Note 2: Degree of alignment with UNRWA protection standards is collected biannually *** Note 3: The methodology of collecting the number of individuals who received psychosocial support is currently under revision. ****Note 4: UN SWAP 2.0 was introduced for the 2019 reporting cycle and included four new indicators as well as four strengthened indicators. This affected performance in 2019 compared to 2018. united nations relief and works agency for palestine refugees in the near east 155

Health Statistics 2019

Number of primary health care facilities (PHCF) 22 Number of PHCF with dental services (including mobile units) 24 Number of health staff, female 557 Number of health staff, male 329 Number of annual patient visits 4,215,247 Number of hospitalized patients 10,966 Number of non-communicable disease (NCD) cases under care 94,616 Number of women attending at least four antenatal care (ANC) visits 34,130 Number of women of women attending postnatal care (PNC) within 6 weeks of 38,954 delivery GFO Percentage of infants 12 months old fully immunized 99.5 Percentage of 18 month-old children that have received all EPI vaccinations according 99.8 to host country requirements Prevalence of diabetes among population served, 18 years and above 6.7 Percentage of diabetes mellitus patients under control per defined criteria 38.4 Percentage of women with live birth who received at least 4 ANC visits 97.5 Unit cost per registered refugee 39.7 Water borne disease outbreaks 0

Number of PHCF 25 Number of PHCF with dental services (including mobile units) 34 Number of health staff, female 410 Number of health staff, male 270 Number of annual patient visits 1,695,966 Number of hospitalized patients 8,904 Number of NCD cases under care 79,558 Number of women in ANC 17,810 Number of women in PNC 18,699 JFO Percentage of infants 12 months old fully immunized 99.3 Percentage of 18 month-old children that have received all EPI vaccinations according 98.7 to host country requirements Prevalence of diabetes among population served, 18 years and above 7.4 Percentage of diabetes mellitus patients under control per defined criteria 37.4 Percentage of women with live birth who received at least 4 ANC visits 78 Unit cost per registered refugee 10.6 Water borne disease outbreaks 0 156 2019 annual operational report

Number of PHCF 27 Number of PHCF with dental services (including mobile units) 19 Number of health staff, female 156 Number of health staff, male 141 Number of annual patient visits* 881,064 Number of hospitalized patients 26,698 Number of NCD cases under care 27,561 Number of women in ANC 3,912 Number of women in PNC 4,039 LFO Percentage of infants 12 months old fully immunized 98.9 Percentage of 18 month-old children that have received all EPI vaccinations according 98.9 to host country requirements Prevalence of diabetes among population served, 18 years and above 7.9 Percentage of diabetes mellitus patients under control per defined criteria 62.1 Percentage of women with live birth who received at least 4 ANC visits 81.9 Unit cost per registered refugee 63.0 Water borne disease outbreaks 1

Number of PHCF 24 Number of PHCF with dental services (including mobile units) 19 Number of health staff, female 251 Number of health staff, male 179 Number of annual patient visits 804,542 Number of hospitalized patients 14,415 Number of NCD cases under care 33,835 Number of women in ANC 4,776 Number of women in PNC 5,686 SFO Percentage of infants 12 months old fully immunized 98.8 Percentage of 18 month-old children that have received all EPI vaccinations according 97.4 to host country requirements Prevalence of diabetes among population served, 18 years and above 7.0 Percentage of diabetes mellitus patients under control per defined criteria 32.4 Percentage of women with live birth who received at least 4 ANC visits 67.5 Unit cost per registered refugee 24.2 Water borne disease outbreaks 0

Number of PHCF 43 Number of PHCF with dental services (including mobile units) 24 Number of health staff, female 437 Number of health staff, male 256 Number of annual patient visits 1,126,299 Number of hospitalized patients 27,092 Number of NCD cases under care 41,780 Number of women in ANC 12,750 Number of women in PNC 13,416

WBFO Percentage of infants 12 months old fully immunized 99.9 Percentage of 18 month-old children that have received all EPI vaccinations according 99.9 to host country requirements Prevalence of diabetes among population served, 18 years and above 8.6 Percentage of diabetes mellitus patients under control per defined criteria 38.7 Percentage of women with live birth who received at least 4 ANC visits 87.1 Unit cost per registered refugee 33.2 Water borne disease outbreaks 1 united nations relief and works agency for palestine refugees in the near east 157

Number of primary health care facilities (PHCF) 141 Number of PHCF with dental services (including mobile units) 120 Number of health staff, female 1,811 Number of health staff, male 1,175 Number of annual patient visits 8,723,118 Number of hospitalized patients 88,075 Number of non-communicable disease (NCD) cases under care 277,350 Number of women attending at least four antenatal care (ANC) visits 73,378 Number of women of women attending postnatal care (PNC) within 6 weeks of 80,794 delivery

Agency Percentage of infants 12 months old fully immunized 99.4 Percentage of 18 month-old children that have received all EPI vaccinations according 99.2 to host country requirements Prevalence of diabetes among population served, 18 years and above 7.3 Percentage of diabetes mellitus patients under control per defined criteria 40.0 Percentage of women with live birth who received at least 4 ANC visits 87.0 Unit cost per registered refugee 27.4 Water borne disease outbreaks 2

* Note 1: The total number of annual patient visits in Lebanon includes 104,140 visits by PRS. 158 2019 annual operational report

Number of Patient Visits by Field of Operation (2019)

Number of Patients Receiving Hospitalization Care by Field of Operation (2019) united nations relief and works agency for palestine refugees in the near east 159

Number of NCD Patients Receiving Care from UNRWA Health Centres by Field of Operation (2019) 160 2019 annual operational report

Education Statistics 2019-20

Number of UNRWA schools 276 Number of double-shift schools 189 Percentage of double-shift schools 68.5 Number of educational staff, female 5,951 Number of educational staff, male 3,593 Pupils Enrolled: Elementary, female 95,777 Pupils Enrolled: Elementary, male 102,794 Pupils Enrolled: Preparatory, female 40,716 Pupils Enrolled: Preparatory, male 43,073 Total Pupil Enrolment 282,360 Survival rates in basic education, female** 99.3 Survival rates in basic education, male** 95.9

GFO Percentage of students identified with a disability receiving support meeting their 68.2 needs , female Percentage of students identified with a disability receiving support meeting their 55.5 needs, male Number of Technical and Vocational Education and Training Programme (TVET) 1,945 trainees (enrolment) Number of TVET graduates*** 1,110 TVET employment rate (1 year post graduation)**** 56.9 TVET employment rate (1 year post graduation), female**** 47.2 TVET employment rate (1 year post graduation), male**** 60.3 Cost per pupil: basic education cycle (US$)***** 772.7 Input unit costs per VTC student (US$)****** 2,729

Number of UNRWA schools 169 Number of double-shift schools 148 Percentage of double-shift schools 88 Number of educational staff, female 2,341 Number of educational staff, male 2,300 Pupils Enrolled: Elementary, female 34,651 Pupils Enrolled: Elementary, male 34,469 Pupils Enrolled: Preparatory, female 22,997 Pupils Enrolled: Preparatory, male 26,179 Total Pupil Enrolment 118,296 Survival rates in basic education, female** 92.3 Survival rates in basic education, male** 91.0 Percentage of students identified with a disability receiving support meeting their 98.6 needs, female Percentage of students identified with a disability receiving support meeting their 99.2 JFO needs, male Number of TVET trainees (enrolment) 3,081 Number of TVET graduates*** 1,466 TVET employment rate (1 year post graduation)**** 94.9 TVET employment rate (1 year post graduation), female**** 88.0 TVET employment rate (1 year post graduation), male**** 99.1 Number of students enrolled in FESA 1,360 Number of Faculty of Educational Sciences and Arts (FESA) graduates*** 220 FESA employment rate (1 year post graduation)**** 93.3 FESA employment rate (1 year post graduation), female**** 93.6 FESA employment rate (1 year post graduation), male**** 91.7 Cost per pupil: basic education cycle (US$)***** 741.6 Input unit costs per VTC student (US$)****** 1,255 united nations relief and works agency for palestine refugees in the near east 161

Number of UNRWA schools 65 Number of double-shift schools 2 Percentage of double-shift schools 3 Number of educational staff, female 1,078 Number of educational staff, male 629 Pupils Enrolled: Elementary, female 11,195 Pupils Enrolled: Elementary, male 11,321 Pupils Enrolled: Preparatory, female 5,202 Pupils Enrolled: Preparatory, male 4,603 Pupils Enrolled: Secondary, female 2,782 Pupils Enrolled: Secondary, male 1,714 Total Pupil Enrolment 36,817 Survival rates in basic education, female** 99.0 LFO Survival rates in basic education, male** 97.6 Percentage of students identified with a disability receiving support meeting their 97.4 needs , female Percentage of students identified with a disability receiving support meeting their 97.1 needs, male Number of TVET trainees (enrolment) 895 Number of TVET graduates*** 435 TVET employment rate (1 year post graduation)**** 77.9 TVET employment rate (1 year post graduation), female**** 75.3 TVET employment rate (1 year post graduation), male**** 79.2 Cost per pupil: basic education cycle (US$)***** 1,101 Input unit costs per VTC student (US$)****** 4,224

Number of UNRWA schools 103 Number of double-shift schools 62 Percentage of double-shift schools 60 Number of educational staff, female 1,193 Number of educational staff, male 729 Pupils Enrolled: Elementary, female 16,646 Pupils Enrolled: Elementary, male 17,456 Pupils Enrolled: Preparatory, female 8,015 Pupils Enrolled: Preparatory, male 8,026 Total Pupil Enrolment 50,143 Survival rates in basic education, female** 99.7 Survival rates in basic education, male** 98.6 SFO Percentage of students identified with a disability receiving support meeting their 44.6 needs , female Percentage of students identified with a disability receiving support meeting their 46.0 needs, male Number of TVET trainees (enrolment) 1,271 Number of TVET graduates*** 515 TVET employment rate (1 year post graduation)**** 88.0 TVET employment rate (1 year post graduation), female**** 79.4 TVET employment rate (1 year post graduation), male**** 95.9 Cost per pupil: basic education cycle (US$)***** 513 Input unit costs per VTC student (US$)****** 1,301 162 2019 annual operational report

Number of UNRWA schools 96 Number of double-shift schools 4 Percentage of double-shift schools 4.2 Number of educational staff, female 1,392 Number of educational staff, male 940 Pupils Enrolled: Elementary, female 18,114 Pupils Enrolled: Elementary, male 11,922 Pupils Enrolled: Preparatory, female 9,267 Pupils Enrolled: Preparatory, male 6,423 Total Pupil Enrolment 45,726 Survival rates in basic education, female** 98.0 Survival rates in basic education, male** 92.0 Percentage of students identified with a disability receiving support meeting their 81.6 needs , female Percentage of students identified with a disability receiving support meeting their 66.2

WBFO needs, male Number of TVET trainees (enrolment) 1,078 Number of TVET graduates*** 622 TVET employment rate (1 year post graduation)**** 86.7 TVET employment rate (1 year post graduation), female**** 84.0 TVET employment rate (1 year post graduation), male**** 89.3 Number of students enrolled in ESF 607 Number of ESF graduates*** 132 Education Science Faculty (ESF) employment rate (1 year post graduation)**** 79.9 ESF employment rate (1 year post graduation), female**** 74.8 ESF employment rate (1 year post graduation), male**** 94.4 Cost per pupil: basic education cycle (US$)***** 1,219 Input unit costs per VTC student (US$)****** 5,806 united nations relief and works agency for palestine refugees in the near east 163

Number of UNRWA schools 709 Number of double-shift schools 405 Percentage of double-shift schools 57.1 Number of educational staff, female 11,955 Number of educational staff, male 8,191 Pupils Enrolled: Elementary, female 176,383 Pupils Enrolled: Elementary, male 177,962 Pupils Enrolled: Preparatory, female 86,197 Pupils Enrolled: Preparatory, male 88,304 Pupils Enrolled: Secondary, female 2,782 Pupils Enrolled: Secondary, male 1,714 Total Pupil Enrolment 533,342 Survival rates in basic education, female** 98.1 Survival rates in basic education, male** 95.3 Percentage of students identified with a disability receiving support meeting their 77.5 needs , female

Agency Percentage of students identified with a disability receiving support meeting their 66.2 needs, male Number of TVET trainees (enrolment) 8,270 Number of TVET graduates*** 4,148 TVET employment rate (1 year post graduation)**** 80.9 TVET employment rate (1 year post graduation), female**** 77.2 TVET employment rate (1 year post graduation), male**** 83.2 Number of students enrolled in FESA / ESF 1,967 Number of FESA / ESF graduates*** 352 FESA/ESF employment rate (1 year post graduation)**** 89.6 FESA/ESF employment rate (1 year post graduation), female**** 88.9 FESA/ESF employment rate (1 year post graduation), male**** 92.9 Cost per pupil: basic education cycle (US$)***** 800 Input unit costs per VTC student (US$)****** 2,569

*Note 1: Except where indicated. **Note 2: Survival rates, collected at the end of 2019 / early 2020, refer to the 2018-19 scholastic year. Please note that the JFO survival rate includes grade 10 while Agency-wide values are calculated through grade 9. ***Note 3: The 2019-20 number of TVET and FESA/ESF graduates refers to 2018-19 graduates. ****Note 4: The employment rate refers to the percentage of 2017-18 graduates either employed or continuing their studies among active job seekers one year after graduation. *****Note 5: Cost per pupil figures pertain to the previous scholastic year. The calculations are based on direct costs without cost recovery. ******Note 6: Cost per VTC student figures pertain to the previous scholastic year. The calculations are based on direct costs without cost recovery. 164 2019 annual operational report

Pupils Enrolment in UNRWA Schools by Field of Operation (2019-2020)

300,000

250,000

200,000

150,000

100,000

50,000

0

GFO JFO LFO SFO WBFO

TVET Trainees Enrolment by Field of Operation (2019-2020)

2,500

2,000

1,500

1,000

500

0 GFO JFO LFO SFO WBFO united nations relief and works agency for palestine refugees in the near east 165

Relief and Social Service Statistics 2019

Number of registration offices 16 Number of RSS staff: female 167 Number of RSS staff: male 170 Annual average number of Social Safety Net (SSN) beneficiaries assisted 98,935 SSN as % of registered refugees 6.8 Total annual monetary value of food assistance per beneficiary, PB (US$) 112.6 Total annual monetary value of cash assistance per beneficiary, PB (US$) N/A Total annual monetary value of food assistance per beneficiary, EA (US$) 90.8 Total annual monetary value of cash assistance per beneficiary, EA (US$) N/A

GFO Total number of beneficiaries served through EA cash and food assistance 1,036,385 Total annual monetary value per beneficiary: job creation programme (JCP), EA 1,577 Percentage of abject poverty line bridged through UNRWA social transfers, PB 17.8 Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, 4.5 NFIs), female Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, 4.5 NFIs), male Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, 1.0 NFIs), disabled

Number of registration offices 16 Number of RSS staff: female 93 Number of RSS staff: male 25 Annual average number of Social Safety Net (SSN) beneficiaries assisted 58,479 SSN as % of registered refugees 2.6 Total annual monetary value per beneficiary : e-card, PB(US$)*** 120.0 Total annual monetary value of cash assistance per beneficiary, EA (US$) 346.8 Total number of beneficiaries served through EA cash and food assistance 16,159 JFO Percentage of abject poverty line bridged through UNRWA social transfers, PB 20 Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, 9.3 NFIs), female Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, 8.1 NFIs), male Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, 2.4 NFIs), disabled

Number of registration offices 8 Number of RSS staff: female 96 Number of RSS staff: male 37 Annual average number of Social Safety Net (SSN) beneficiaries assisted 61,384 SSN as % of registered refugees 12.9 Total annual monetary value per beneficiary: e-card, PB (US$)*** 134.4 Total annual monetary value per beneficiary of cash for food assistance, EA (US$) 324 Total annual monetary value of cash assistance (cash assistance for multipurpose ) per 314 beneficiary , EA (US$) LFO Total number of beneficiaries served through EA cash and food assistance 27,119 Percentage of abject poverty line bridged through UNRWA social transfers, PB 14 Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, 19.8 NFIs), Female Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, 16.7 NFIs), Male Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, 4.1 NFIs), Disabled 166 2019 annual operational report

Number of registration offices 7 Number of RSS staff: female 51 Number of RSS staff: male 32 Annual average number of Social Safety Net (SSN) beneficiaries assisted * 16,071 SSN as % of registered refugees N/A Total annual monetary value of food assistance per beneficiary, PB (US$) N/A Total amount of cash assistance per beneficiary, PB (US$) N/A Total annual monetary value of cash assistance per beneficiary, EA (US$) 136 Total annual monetary value per beneficiary of food assistance (in-kind and cash), EA 197.0

SFO (US$) Total number of beneficiaries served through EA cash and food assistance 410,870 Percentage of abject poverty line bridged through UNRWA social transfers, PB 59 Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, N/A NFIs), Female Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, N/A NFIs), Male Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, N/A NFIs), Disabled

Number of registration offices 10 Number of RSS staff: Female 84 Number of RSS staff: Male 84 Annual average number of Social Safety Net (SSN) beneficiaries assisted 36,129 SSN as % of registered refugees 4.2 Total annual monetary value per beneficiary: e-card, PB (US$) 139.5 Total annual monetary value per beneficiary : food voucher, EA (US$)** N/A Total annual monetary value of cash assistance per beneficiary through the e-card 139.5 modality, EA (US$)****

WBFO Total number of beneficiaries served through EA cash and food assistance 25,578 Percentage of abject poverty line bridged through UNRWA social transfers, PB 21.5 Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, 7.1 NFIs), Female Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, 6.1 NFIs), Male Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, 3.9 NFIs), Disabled

Number of registration offices 57 Number of RSS staff: female 491 Number of RSS staff: male 348 Annual average number of Social Safety Net (SSN) beneficiaries assisted 270,998 SSN as % of registered refugees 4.8 Total annual monetary value per beneficiary : e-card, PB (US$) 130 Total annual monetary value of food assistance per beneficiary, PB (US$) 112.6 Total annual monetary value of food assistance per beneficiary (excluding food 121.0 vouchers in the West Bank),EA (US$) Total annual monetary value of cash assistance per beneficiary (excluding JCP in GFO), 153.9 EA (US$)* Total number of beneficiaries served through EA cash and food assistance 1,516,111 Agency Total annual monetary value per beneficiary : food voucher, EA (US$)** N/A Total annual monetary value per beneficiary : job creation programme, EA (US$) 1,577 Percentage of abject poverty line bridged through UNRWA social transfers, PB 24.7 Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, 7.1 NFIs), Female Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, 6.5 NFIs), Male Percentage of poor receiving social transfers through the SSNP (food, cash, vouchers, 2.0 NFIs), Disabled united nations relief and works agency for palestine refugees in the near east 167

*Note 1: In 2019, the number of SSN in Syria represents SSN cases assisted under the Programme Budget. **Note 2: In 2019, no food vouchers were distributed in the West Bank. ***Note 3: In JFO and LFO, the e-card value was increased to US$ 125 and US$ 130, respectively, starting from July 2019. ****Note 4: In WBFO, e-cards were introduced in the third and fourth quarters of 2018.

Number of Refugees Assisted - SSN and EA (2019) 168 2019 annual operational report

Infrastructure and Camp Improvement Statistics 2019

Number of official camps 8 Number of unofficial camps 0 Number of shelters rehabilitated by emergency 1,153 Number of families benefiting from improved shelter conditions (emergency) 1,233 Total number of substandard SSN shelters in need of rehabilitation 15,988 Total number of substandard SSN shelters rehabilitated/reconstructed (excl. 243

GFO emergency) Number of families benefiting from improved shelter conditions (excl. emergency) 258 Cost per shelter constructed or rehabilitated for SSN (US$) 30,000 Percentage of shelters connected to water network 100 Percentage of shelters connected to sewerage network 96.5

Number of official camps 10 Number of unofficial camps 3 Total number of substandard SSN shelters in need of rehabilitation 10,501 Total number of substandard SSN shelters rehabilitated/reconstructed (excl. 50 emergency)

JFO Number of families benefiting from improved shelter conditions (excl. emergency) 50 Cost per shelter constructed or rehabilitated for SSN (US$) 24,000 Percentage of shelters connected to water network 100 Percentage of shelters connected to sewerage network 99.99

Number of official camps 12 Number of unofficial camps 0 Number of shelters rehabilitated - emergency (Nahr El-Bared) 912 Number of families benefiting from improved shelter conditions (emergency) 765 Total number of substandard SSN shelters in need of rehabilitation 4,063 Total number of substandard SSN shelters rehabilitated/reconstructed (excl. 704

LFO emergency) Number of families benefiting from improved shelter conditions (excl. emergency) 704 Cost per shelter constructed or rehabilitated for SSN (US$) 8,593 Percentage of shelters connected to water network 100 Percentage of shelters connected to sewerage network 96.4

Number of official camps 9 Number of unofficial camps 3 Total number of substandard SSN shelters in need of rehabilitation* N/A Total number of substandard SSN shelters rehabilitated/reconstructed (excl. N/A emergency)*

SFO Number of families benefiting from improved shelter conditions (excl. emergency)* N/A Cost per shelter constructed or rehabilitated for SSN (US$)* N/A Percentage of shelters connected to water network N/A Percentage of shelters connected to sewerage network N/A

Number of official camps 19 Number of unofficial camps 4 Total number of substandard SSN shelters in need of rehabilitation 6,779 Total number of substandard SSN shelters rehabilitated/reconstructed(excl. 46 emergency) Number of families benefiting from improved shelter conditions (excl. emergency) 46 WBFO Cost per shelter constructed or rehabilitated for SSN (US$) 16,600 Percentage of shelters connected to water network 100 Percentage of shelters connected to sewerage network 65 united nations relief and works agency for palestine refugees in the near east 169

Number of official camps 58 Number of unofficial camps 10 Number of shelters rehabilitated by emergency 2,065 Number of families benefiting from improved shelter conditions (emergency) 1,998 Total number of substandard SSN shelters in need of rehabilitation 37,331 Total number of substandard SSN shelters rehabilitated/constructed (excl. Emergency) 1,043

Agency Number of families benefiting from improved shelter conditions (excl. emergency) 1,058 Cost per shelter constructed or rehabilitated for SSN (US$) 14,672 Percentage of shelters connected to water network 100 Percentage of shelters connected to sewerage network 93

*Note 1: Due to the crisis in Syria, ICIP is not in a position to focus on shelter rehabilitation/reconstruction. In addition, not all camps are accessible; therefore, information on shelters connected to water and sewerage network is not available.

Number of Substandard SSN Shelters by Field of Operation (2019)

18000

16000

14000

12000

10000

8000

6000

4000

2000

0 GFO JFO LFO WBFO 170 2019 annual operational report

Microfinance Statistics* 2019

Number of branches 3 Number of staff: female 18 Number of staff: male 33 Total number of loans awarded (annual) 2,922 Total value (US$) of loans awarded (annual) 3,065,570 Number of loans awarded to refugees 2,498 Value of loans awarded to refugees (US$) 2,699,820

GFO Number of loans awarded to women 1,241 Value of loans to women (US$) 1,109,220 Number of loans to youth, 18-30 795 Value of loans to youth, 18-30 (US$) 662,900 Total number of loans awarded (since programme initiation) 127,037 Total value (US$) of loans awarded (since programme initiation) 165,116,100

Number of branches 8 Number of staff: female 84 Number of staff: male 66 Total number of loans awarded (annual) 12,060 Total value (US$) of loans awarded (annual) 10,717,235 Number of loans awarded to refugees 6,891 Value of loans awarded to refugees (US$) 6,682,985

JFO Number of loans awarded to women 6,363 Value of loans to women (US$) 4,283,905 Number of loans to youth, 18-30 3,398 Value of loans to youth, 18-30 (US$) 2,422,669 Total number of loans awarded (since programme initiation) 133,100 Total value (US$) of loans awarded (since programme initiation) 149,932,675

Number of branches 4 Number of staff: female 43 Number of staff: male 24 Total number of loans awarded (annual) 10,433 Total value (US$) of loans awarded (annual) 4,137,360 Number of loans awarded to refugees 790 Value of loans awarded to refugees (US$) 423,648

SFO Number of loans awarded to women 4,223 Value of loans to women (US$) 1,421,674 Number of loans to youth, 18-30 1,242 Value of loans to youth, 18-30 (US$) 445,681 Total number of loans awarded (since programme initiation) 133,486 Total value (US$) of loans awarded (since programme initiation) 65,296,934 united nations relief and works agency for palestine refugees in the near east 171

Number of branches 8 Number of staff: female 59 Number of staff: male 61 Total number of loans awarded (annual) 10,161 Total value (US$) of loans awarded (annual) 14,537,990 Number of loans awarded to refugees 2,959 Value of loans awarded to refugees (US$) 3,941,949 Number of loans awarded to women 4,225 WBFO Value of loans to women (US$) 5,684,605 Number of loans to youth, 18-30 4,009 Value of loans to youth, 18-30 (US$) 5,275,706 Total number of loans awarded (since programme initiation) 156,041 Total value (US$) of loans awarded (since programme initiation) 219,123,083

Number of branches 23 Number of staff: female 204 Number of staff: male 184 Total number of loans awarded (annual) 35,576 Total value (US$) of loans awarded (annual) 32,458,155 Number of loans awarded to refugees 13,138 Value of loans awarded to refugees (US$) 13,748,402 Number of loans awarded to women 16,052 Agency Value of loans to women (US$) 12,499,404 Number of loans to youth, 18-30 9,444 Value of loans to youth, 18-30 (US$) 8,806,956 Total number of loans awarded (since programme initiation) 549,664 Total value (US$) of loans awarded (since programme initiation) 599,468,792

*Note 1: The UNRWA microfinance programme does not operate in Lebanon.

Number of Loans by Sex and Field (2019)

7,000

6,000

5,000

4,000

3,000

2,000

1,000

0 Female Male Female Male Female Male Female Male

GFO JFO SFO WBFO 172 2019 annual operational report

Summary of Finance Statistics Profile by Fund Source, (IPSAS)* (USD) Revenue-2019 Expenses-2019

Programme Budget 621,100,989 762,085,418 Restricted Funds 23,645,013 22,254,319 Microfinance 12,870,746 10,412,790 Emergency appeals 213,896,241 264,703,273 Projects 162,417,522 144,073,673 Inter-Fund elimination 33,156,227- 33,645,178- Total 1,000,774,284 1,169,884,294

UNRWA Expenditure PB (IPSAS), Projects and EA (UNSAS) after 2019

Programme Budget 299,004,784 Projects 52,362,604 Emergency Appeal 128,527,224 GFO Total 479,894,612

Programme Budget 138,914,089 Projects 11,167,631

JFO Emergency Appeal 8,686,143 Total 158,767,863

Programme Budget 97,920,914 Projects 55,457,608

LFO Emergency Appeal 37,155,285 Total 190,533,807

Programme Budget 45,080,887 Projects 5,695,811

SFO Emergency Appeal 83,952,710 Total 134,729,408

Programme Budget 121,402,163 Projects 12,080,937 Emergency Appeal 5,919,850 WBFO Total 139,402,949

Programme Budget 59,762,581 Projects 7,309,082

HQs Emergency Appeal 462,061 Total 67,533,724

Programme Budget 762,085,418 Projects 144,073,673 Emergency Appeal 264,703,273

Agency Total 1,170,862,364

* Note 2019 :1 financial statements are still under development and as such, the data provided is provisional/unaudited. united nations relief and works agency for palestine refugees in the near east 173

UNRWA Programme Budget Expenditures by Field & HQs (2019)

350,000,000

300,000,000

250,000,000

200,000,000

150,000,000

100,000,000

50,000,000

0 GFO JFO LFO SFO WBFO HQ

UNRWA Projects Expenditures by Field & HQs (2019)

60,000,000

50,000,000

40,000,000

30,000,000

20,000,000

10,000,000

0 GFO JFO LFO SFO WBFO HQ 174 2019 annual operational report

UNRWA Emergency Expenditures by Field & HQs (2019)

140,000,000

120,000,000

100,000,000

80,000,000

60,000,000

40,000,000

20,000,000

0 GFO JFO LFO SFO WBFO HQ united nations relief and works agency for palestine refugees in the near east 175

Human Resource Statistics 2019

Number of area staff, female 6,871 Number of area staff, male 5,106 Number of area refugee staff, female 6,552 Number of area refugee staff, male 4,869 Number of area non-refugee staff, female 319

GFO Number of area non-refugee staff, male 237 Percentage of area refugee staff 95.4 Number of international staff, female 4 Number of international staff, male 12

Number of area staff, female 2,918 Number of area staff, male 3,044 Number of area refugee staff, female 2,766 Number of area refugee staff, male 2,883 Number of area non-refugee staff, female 152

JFO Number of area non-refugee staff, male 161 Percentage of area refugee staff 94.7 Number of international staff, female 3 Number of international staff, male 8

Number of area staff, female 1,502 Number of area staff, male 1,481 Number of area refugee staff, female 1,404 Number of area refugee staff, male 1,431 Number of area non-refugee staff, female 98

LFO Number of area non-refugee staff, male 50 Percentage of area refugee staff 95.0 Number of international staff, female 5 Number of international staff, male 5

Number of area staff, female 1,481 Number of area staff, male 1,161 Number of area refugee staff, female 1,104 Number of area refugee staff, male 1,014 Number of area non-refugee staff, female 377

SFO Number of area non-refugee staff, male 147 Percentage of area refugee staff 80.2 Number of international staff, female 4 Number of international staff, male 10

Number of area staff, female 2,017 Number of area staff, male 1,856 Number of area refugee staff, female 1,549 Number of area refugee staff, male 1,505 Number of area non-refugee staff, female 468 Number of area non-refugee staff, male 351 WBFO Percentage of area refugee staff 78.8 Number of international staff, female 8 Number of international staff, male 6 176 2019 annual operational report

Number of area staff, female 180 Number of area staff, male 224 Number of area refugee staff, female 108 Number of area refugee staff, male 153 Number of area non-refugee staff, female 72

HQs Number of area non-refugee staff, male 71 Percentage of area refugee staff 64.6 Number of international staff, female 50 Number of international staff, male 56

Number of area staff, female 14,969 Number of area staff, male 12,872 Number of area refugee staff, female 13,484 Number of area refugee staff, male 11,855 Number of area non-refugee staff, female 1,485 Number of area non-refugee staff, male 1,017 Agency Percentage of area refugee staff 91.0 Number of international staff, female 74 Number of international staff, male 97

UNRWA Area and International Staff (2019)

1%

Area Staff International Staff

UNRWA Area Staff (2019)

14,00014,000

12,00012,000

10,00010,000

8,0008,000

6,0006,000

4,0004,000

2,0002,000

0 GazaGaza JordanJordan LebanonLebanon Syria WestWest BankBank HQs united nations relief and works agency for palestine refugees in the near east 177

Procurement Statistics * 2019

Total procurement value (US$) of purchase orders, services and construction contracts 36,849,233 Total proportion of total Agency procurement value (%) 13.9 Total procurement value (US$) of construction contracts 4,155,328 Proportion of total Agency construction contracts (%) 6.8 Total procurement value (US$) of purchase order contracts 14,784,559 Proportion of total Agency purchase order contracts (%) 11.7 GFO Total procurement value (US$) of service contracts 17,909,345 Proportion of total Agency service contracts (%) 23.2 Procurement value (US$), PB 11,390,462 Procurement value (US$), EA and projects 25,458,771

Total procurement value (US$) of purchase orders, services and construction contracts 11,687,365 Total proportion of total Agency procurement value (%) 4.4 Total procurement value (US$) of construction contracts 556,032 Proportion of total Agency construction contracts (%) 0.9 Total procurement value (US$) of purchase order contracts 562,152 Proportion of total Agency purchase order contracts (%) 0.4 JFO Total procurement value (US$) of service contracts 10,569,182 Proportion of total Agency service contracts (%) 13.7 Procurement value (US$), PB 10,444,838 Procurement value (US$), EA and projects 1,242,527

Total procurement value (US$) of purchase orders, services and construction contracts 47,191,651 Total proportion of total Agency procurement value (%) 17.9 Total procurement value (US$) of construction contracts 20,147,398 Proportion of total Agency construction contracts (%) 33.0 Total procurement value (US$) of purchase order contracts 5,242,594 Proportion of total Agency purchase order contracts (%) 4.2 LFO Total procurement value (US$) of service contracts 21,801,658 Proportion of total Agency service contracts (%) 28.3 Procurement value (US$), PB 21,077,510 Procurement value (US$), EA and projects 26,114,141

Total procurement value (US$) of purchase orders, services and construction contracts 9,907,956 Total proportion of total Agency procurement value (%) 3.8 Total procurement value (US$) of construction contracts 287,808 Proportion of total Agency construction contracts (%) 0.5 Total procurement value (US$) of purchase order contracts 4,850,669 Proportion of total Agency purchase order contracts (%) 3.8 SFO Total procurement value (US$) of service contracts 4,769,479 Proportion of total Agency service contracts (%) 6.2 Procurement value (US$), PB 3,757,929 Procurement value (US$), EA and projects 6,150,027 178 2019 annual operational report

Total procurement value (US$) of purchase orders, services and construction contracts 38,551,637 Total proportion of total Agency procurement value (%) 14.6 Total procurement value (US$) of construction contracts 20,166,820 Proportion of total Agency construction contracts (%) 33.1 Total procurement value (US$) of purchase order contracts 3,639,235 Proportion of total Agency purchase order contracts (%) 2.9

WBFO Total procurement value (US$) of service contracts 14,745,582 Proportion of total Agency service contracts (%) 19.1 Procurement value (US$), PB 15,743,155 Procurement value (US$), EA and projects 22,808,482

Total procurement value (US$) of purchase orders, services and construction contracts 119,984,819 Total proportion of total Agency procurement value (%) 45.4 Total procurement value (US$) of construction contracts 15,692,866 Proportion of total Agency construction contracts (%) 25.7 Total procurement value (US$) of purchase order contracts 97,017,145 Proportion of total Agency purchase order contracts (%) 76.9 HQA Total procurement value (US$) of service contracts 7,274,809 Proportion of total Agency service contracts (%) 9.4 Procurement value (US$), PB 41,878,250 Procurement value (US$), EA and projects 78,106,569

Total procurement value (US$) of purchase orders, services and construction contracts 264,172,661 Total proportion of total Agency procurement value (%) 100 Total procurement value (US$) of construction contracts 61,006,252 Proportion of total Agency construction contracts (%) 100 Total procurement value (US$) of purchase order contracts 126,096,355 Proportion of total Agency purchase order contracts (%) 100

Agency Total procurement value (US$) of service contracts 77,070,055 Proportion of total Agency service contracts (%) 100 Procurement value (US$), PB 104,292,143 Procurement value (US$), EA and projects 159,880,518

* Note 1: GFO procurement statistics includes HQ Gaza data. united nations relief and works agency for palestine refugees in the near east 179

Procurement Value by Type of Contract per Field of Operation and HQA (2019)

140,000,000

120,000,000

100,000,000 Service 80,000,000 Purchase order 60,000,000 Construction 40,000,000

20,000,000

0 GFO JFO LFO SFO WBFO HQA

Procurement by Source of Fund per Field of Operation and HQA (2019)

140,000,000

120,000,000

100,000,000

80,000,000 Irregular Fund

60,000,000 Regular Fund

40,000,000

20,000,000

0 180 2019 annual operational report

Management and Operational Effectiveness 2019

Level of efficiency in completing projects within agreed time and budget (%) 99 GFO

Level of efficiency in completing projects within agreed time and budget (%) 97 JFO

Level of efficiency in completing projects within agreed time and budget (%) 98 LFO

Level of efficiency in completing projects within agreed time and budget (%) 97 SFO

Level of efficiency in completing projects within agreed time and budget (%) 92 WBFO

Implementation rate of external audit (UNBOA) recommendations (%) 59

Agency Level of efficiency in completing projects within agreed time and budget (%)* 97

*Note1: Agency wide value includes HQs projects with a level of efficiency rate of 91%.

Level of Efficiency in Completing Projects within Agreed Time and Budget (2019)

100

90

80

70

60

50

40

30

20

10

0 GFO JFO LFO SFO WBFO united nations relief and works agency for palestine refugees in the near east 181 endnotes

1. This programme budget funded caseload excludes recipients in Syria registered persons” are registered with the Agency in Jordan. “Other where an additional SSNP caseload of 127,357 were assisted under registered persons” is a term that refers to those who, at the time emergency caseload. of original registration, did not satisfy all of the UNRWA Palestine 2. Of these clients, 13,138 were Palestine refugees. The achievements refugee criteria but were determined to have suffered significant loss noted were secured under the UNRWA programme budget. or endured considerable hardship for reasons related to the conflict 3. Protection assistance for Palestine refugees was forwarded under a of 1948 in Palestine, and those who belong to the families of other combination of programme budget, emergency and project funding. registered persons. 4. The aforementioned achievements were secured under a 21. “Peace to Prosperity – A Vision to Improve the Lives of the Palestinian combination of programme budget and emergency funding. and Israeli People”, The White House, January 2020, https:// 5. In addition, UNRWA coordinates support to some 3,000 Palestinian refugees from Syria that have migrated to Egypt. These refugees www.whitehouse.gov/wp-content/uploads/2020/01/Peace-to- were provided with health assistance and food vouchers through UN Prosperity-0120.pdf Agencies and humanitarian partners. 22. Press release, “Unemployment rate during the fourth quarter of 6. Ibid. 2019”, Department of Statistics, Government of Jordan, March 2020, 7. The income as stated includes all donor agreements signed and http://dosweb.dos.gov.jo/19-0-the-unemployment-rate-during-the- allocated for 2019 including UN Secretariat support for international fourth-quarter-of-2019/ staff and in-kind contributions received in 2019. 23. Jordan: Youth Unemployment Rate from 1999 to 2019, Statistica, 12 8. Please note that of a total of 13,569 class sections, 7,146 sections February 2020, https://www.statista.com/statistics/812127/youth- accommodate 40 or more students. unemployment-rate-in-jordan/ 9. The income as stated includes all donor agreements signed for 2019, 24. UNRWA Vulnerability Assessment Report - Jordan, May 2017. including those whose funding was unallocated by 31 December 25. It should be noted that 161,806 “other registered persons” are 2019. registered with the Agency in Gaza. 10. The income as stated includes all donor agreements signed for 2019, 26. Labour Force Survey Results 2019, Palestinian Central Bureau of including those whose funding was unallocated by 31 December Statistics (PCBS), February 2020, http://www.pcbs.gov.ps/portals/_ 2019. pcbs/PressRelease/Press_En_13-2-2020-LF2019-en.pdf 11. Envisioned actions include: (i) a restructured UNRWA ethics function; (ii) the establishment of an UNRWA Ombudsperson’s Office; (iii) 27. Monthly Humanitarian Bulletin – August 2019, OCHA, September strengthening the UNRWA Department of Internal Oversight 2019,https://www.ochaopt.org/content/increased-electricity- Services and the Advisory Committee on Internal Oversight; (iv) the supply-improves-access-water-and-sanitation-gaza provision of enhanced reporting to the Advisory Commission; (v) 28. Gaza: water and sanitation services severely disrupted due to the revising travel entitlements for the Commissioner-General and the energy crisis, OCHA, Accessed March 2020, https://www.ochaopt. Deputy Commissioner-General; (vi) taking a fresh look at UNRWA’s org/content/gaza-water-and-sanitation-services-severely-disrupted- conflict of interest framework; (vii) enhanced interaction between due-energy-crisis-0. Please also see, “Sea water desalinisation plant the Agency and the Advisory Commission; (viii) restructuring the for the southern governorates of the Gaza strip”, UNICEF media External Relations and Communications Department and UNRWA handout, https://www.unicef.org/sop/media/1041/file/Seawater%20 communications; (ix) conducting a full review of the Agency’s desalination%20Layout%20English.pdf . For background information regulatory framework; (x) the development and implementation on the pressure on water resources in Gaza and the use of the coastal of needs based budgeting; (xi) ensuring enhanced delegation of aquifer, please see page 55, “Environmental assessment of the Gaza authority and corresponding accountabilities to UNRWA field offices; Strip following the escalation of hostilities in December 2008-January and (xii) strengthened union engagement. 2009”, United Nations Environmental Programme, September 2009, 12. In 2019, the MTS for 2016-2021 was extended by one year and will https://postconflict.unep.ch/publications/UNEP_Gaza_EA.pdf now conclude on 31 December 2022. 29. Protection of Civilians Report - 24 December 2019 – 6 January 13. Syria: UNRWA - Humanitarian Snapshot, November 2019, UNRWA, 2020, OCHA, January 2020,https://www.ochaopt.org/poc/24- https://www.unrwa.org/sites/default/files/content/resources/ december-2019-6-january-2020. In light of the high number of unrwa_-_humanitarian_snapshot_november_2019_.pdf casualties, including children, especially in the early months of the 14. Syria Regional Refugee Response, Operational Portal - Refugee demonstrations, serious concerns about the potential use of excessive Situations, UNHCR, https://data2.unhcr.org/en/situations/syria/ force by Israeli forces against protesters were voiced. See https:// location/71 www.un.org/unispal/document/un-independent-commission-of- 15. Lebanon: UNRWA – Humanitarian Snapshot, November and inquiry-on-the-protests-in-the-opt-urges-israel-to-review-rules-of December 2019, UNRWA, January 2020,https://www.unrwa.org/sites/ engagement-before-gaza-protest-anniversary-ohchr-press-release/ default/files/content/resources/lebanon_unrwa_humanitarian_ In December 2019, the GMR organizing committee announced snap_shot_novdec2019.pdf that the weekly demonstrations would cease until 30 March 2020, 16. Please note, Lebanese Palestinian Dialogue Committee, Central the second anniversary of the protests, and would then continue Administration of Statistics, Palestinian Central Bureau of Statistics to take place on a monthly basis and on ad-hoc occasions. On 28 (PCBS). The Population and Housing Census in Palestinian Camps and February 2019, the UN Commission of Inquiry (COI) published its Gatherings - 2017, Key Findings Report, 2018. According to an official detailed findings related to its investigation of the demonstrations Lebanese-Palestinian census carried out in 2017, 174,422 ‘Palestinian that took place in Gaza between March 30 and December 31, refugees’ were found to reside in the 12 official Palestine refugee 2018. The CoI found that Israel, the de facto authority and the PA camps and in 156 gatherings across Lebanon – in this regard, the responsible for human rights violations committed in the context of census counted Palestinian refugees actually present in those areas the GMR; noting that the ISF response to the demonstrations gave at midnight on 17 July 2017 and did not aim to provide a headcount rise to humanitarian law violations, some of which may amount to of all Palestine refugees living in the country. See also, Chaaban, J., crimes against humanity. The full text of the report is available at et al. Survey on the Socioeconomic Status of PRL 2015, American https://www.ohchr.org/Documents/HRBodies/HRCouncil/CoIOPT/A University of Beirut (AUB) and UNRWA, 2016. Using a different HRC_40_74.pdf methodology, the AUB survey estimated the number of Palestine 30. Ibid. refugee residents at between 260,000 to 280,000. 31. Monthly Humanitarian Bulletin – March 2019, OCHA, April 2019, 17. Lebanon's Economic Update - October 2019, World Bank, October https://www.ochaopt.org/content/overview-march-2019 2019, http://pubdocs.worldbank.org/en/715681570664068959/EN- 32. Protection of Civilians Report - 23 April - 6 May 2019, OCHA, May MPO-OCT19-Lebanon.pdf 2019, https://www.ochaopt.org/poc/23-april-6-may-2019 18. Lebanon Contingency Planning Dashboard, OCHA, January 2020. 33. Report to the Ad Hoc Liaison Committee, Office of the UN Special 19. “Lebanon in the Midst of Economic, Financial and Social Hardship: Coordinator for the Middle East Peace Process, 26 September 2019, The Situation Could Get Worse”, World Bank Press Release, 6 https://unsco.unmissions.org/sites/default/files/unsco_ahlc_report_ November 2019, https://www.worldbank.org/en/news/press- september_2019.pdf release/2019/11/06/world-bank-lebanon-is-in-the-midst-of- 34. UNRWA Protection Database, Protection and Neutrality Department, economic-financial-and-social-hardship-situation-could-get-worse WBFO. 20. Jordan Field Office (JFO) RRIS 2019. An additional 147,251 “other 182 2019 annual operational report

35. Ibid. There are 19 refugee camps in the West Bank. establishment of targets. As such, 2019 and 2021 targets are listed 36. Ibid. as N/A. 37. Ibid. 63. The UNRWA-wide total of protection interventions include 18 38. Labour Force Survey Results – Fourth Quarter 2019, PCBS, February interventions made by the HQ. 2020, http://www.pcbs.gov.ps/post.aspx?lang=en&ItemID=3662# 64. Please note that the 2019 baselines represent the final results of the 39. The provision of education is supported through a combination 2018 protection audits. of programme budget, emergency and project funds while TVET 65. Please note that targets for this indicator are set once every two programming is supported under a combination of programme years. A target for 2019 has not been set. The target relates to the budget and emergency funding. level of implementation worked towards by the time the next cycle 40. PHC in Syria is provided under a combination of programme budget of protection audits is conducted. and emergency funding. 66. UNRWA protection principles are: (i) safety, dignity, and avoiding 41. The extension of SSNP in Syria was supported under emergency causing harm; (ii) meaningful access; (iii) accountability; and (iv) funding while microfinance services are self-sustaining. participation and empowerment. 42. Please note that: (i) education programming in Lebanon is funded 67. UNRWA Gender Equality Strategy 2016-21, UNRWA, November through a combination of programme budget, EA and project 2016, https://www.unrwa.org/sites/default/files/content/resources/ funding; (ii) EA funding supported PHC consultations for PRS while gender_equality_strategy_2016-2021.pdf PRL consultations were supported under the programme budget; 68. The gender marker is a tool to assist in tracking the proportion of and (iii) SSNP assistance is extended under support from the funds devoted to advancing gender equality. The UNRWA gender programme budget. marker operates at two levels: (i) the tracking of financial resources 43. Please note that technical and vocational training in Lebanon is to assess gender efficiency in service delivery; and (ii) drawing on funded through a combination of programme budget and EA information from the gender marker to inform discussions on gender funding while microcredit initiatives are self-sustaining. mainstreaming in organizational strategic planning processes. In 44. In 2019, the Israeli authorities approved the entry of four armoured 2009, the UN Secretary General called on all UN-managed funds to vehicles into Gaza. institute a gender marker. See page 23, “Report of the Secretary- 45. Reflecting unaudited financial information. General on peacebuilding in the immediate aftermath of conflict” 46. Ibid. (A/63/881–S/2009/304),11 June 2009, https://www.un.org/ruleoflaw/ 47. Financial data within this section is based on un-audited financial files/pbf_090611_sg.pdf statements. 69. See page 24, MOPAN 2017-18 Assessments – UNRWA, June 2019, 48. Please note that the titles of donor categories and the categorization http://www.mopanonline.org/assessments/unrwa2017-18/ of donors were revised in the RMS 2019-2021. See Annex I of the UNRWA%20Report.pdf. RMS 2019-2021 for a list of donors per category, https://www.unrwa. 70. Underperformance against the: (i) evaluation indicator was due to org/sites/default/files/content/resources/rms_2019-2021_eng_ the absence of general considerations in the terms of reference and final_10292019.pdf. Traditional partners include Australia, Austria, final reports for some evaluations and because a select number of Belgium, Canada, Denmark, France, Finland, Germany, Ireland, Italy, evaluation teams were not gender balanced; (ii) culture indicator Japan, Jordan, Lebanon, Luxembourg, The Netherlands, Norway, the was due to the absence of a dedicated UNRWA policy in support of , Spain, Sweden, Switzerland, Syria, Turkey, United staff facing domestic violence; and (iii) coherence indicator as, due to Kingdom, European Union. capacity gaps, the Agency was unable to attend all UN coordination 49. Regional partners include Bahrain, Kuwait, Oman, the State of Qatar, meetings. UNRWA has established an action plan to address these Saudi Arabia, United Arab Emirates, Islamic Development Bank, King gaps within the limits of available resources. Salman Humanitarian Aid and Relief Centre, Zakat House Kuwait and 71. Results of UN-SWAP 2.0 Reporting: UNRWA, UN Women, https:// other non-governmental organizations. www.unwomen.org/-/media/headquarters/attachments/ 50. Emerging donors include Afghanistan, Bangladesh, Brunei, Chile, sections/how%20we%20work/unsystemcoordination/un- China, Cyprus, Czechia, Estonia, Greece, Guyana, Holy See, Iceland, swap/results/2018/2018-unrwa-swap-2-reporting-results-en. India, Indonesia, Kazakhstan, Liechtenstein, Lithuania, Malaysia, pdf?la=en&vs=5537 Maldives, Malta, Mexico, Monaco, New Zealand, Pakistan, Philippines, 72. All six episodes of the mini-series can be found at: https://www. Poland, Portugal, Romania, Russian Federation, Slovakia, Slovenia, youtube.com/watch?v=0rJpgo8u9dI&list=PLuvzovgAD3ar2OrjEUm South Korea and Thailand. uRjEu0FkMtVNL3 51. This includes US$ 29.42 million from the UN Secretariat and US$ 73. Please note that services in support of persons with disabilities are 16.86 million from other UN entities. supported under a combination of programme budget, emergency 52. The percentages in this paragraph total 100.19 per cent due to and project funding. rounding. 74. For example, UNRWA employs the global standard in diabetes 53. The cash view does not include non-cash elements including testing (the “HbA1c test”) available in all Agency HCs. In addition, depreciation, amortization and severance provisions. the cholesterol-lowering drug (“statin”) has been included on the 54. This amount includes income from Indirect Support Costs. Agency’s essential medications list. 55. This amount includes Hard Commitments. 75. In light of positive progress (2018 results), 2021 targets were adjusted. 56. The income as stated includes all donor agreements signed for 2019, This resulted in a revised Agency-wide target (from 78.8 to 76.4). including those whose funding was unallocated by 31 December 76. The reduction in the 2019 target for the JFO reflects the merger of 2019. two HCs in during the year. 57. The IPSAS view includes non-cash elements including depreciation, 77. Please note that performance under this indicator does not pertain amortization and severance provisions. to rented health facilities. 58. The percentages in this sentence total slightly over 100 per cent due 78. UNRWA hospitalization support differs from field to field, depending to a negative interfund balance. on local circumstances. 59. Ibid. 79. See page 7, MOPAN 2017-18 Assessments – UNRWA, June 2019, 60. Please note that, during the reporting period, UNRWA continued to http://www.mopanonline.org/assessments/unrwa2017-18/ see attacks that sought to undermine Palestine refugee rights under UNRWA%20Report.pdf. international law, including in relation to the definition of a Palestine 80. “Survival rate in lower secondary general education”, UNESCO, refugee. The Agency has continued to advocate against such false February 2020, http://data.uis.unesco.org/index.aspx?queryid=157. claims. Averages are for all OECD/GCC countries with data from 2016 or 61. See page 22, MOPAN 2017-18 Assessments – UNRWA, June 2019, later. “Lower secondary education” is considered to be the final stage http://www.mopanonline.org/assessments/unrwa2017-18/ of Basic Education and does not include upper secondary, which is UNRWA%20Report.pdf . the final stage before tertiary education and not provided by most 62. Advocacy targets should be understood as planning figures because UNRWA fields of operation. these efforts are primarily responsive to the specific operational 81. Targets in relation to cumulative drop-out rate indicators (elementary context of each field. Consequently, they are not amenable to the and preparatory) have been purposely held static throughout the united nations relief and works agency for palestine refugees in the near east 183

period 2016-21. Given that the UNRWA dropout rates were already in-kind food or NFIs, cash, vouchers or a combination thereof to help in line or lower than comparable education systems in 2016, and that reduce the vulnerability of a family or individual to poverty. many factors which may affect dropout (e.g. ongoing conflict and 101. Results under this indicator do not pertain to Syria where the SSNP socio-economic challenges), are outside of the Agency’s control, the assistance has been paused due to the ongoing crisis. goal has been to maintain dropout rates at low levels. 102. The six months’ timeframe between investigation initiation and 82. Reality of the Rights of the Palestinian Child - 2017, PCBS, 2018, closure does not include the additional time required for the Agency http://pcbs.gov.ps/Downloads/book2394.pdf. to complete disciplinary processes that may follow investigation 83. An additional 1,320 textbooks and learning materials were reviewed closure. through projects in 2018. No textbooks or learning materials were 103. All installations were inspected once using part of the questionnaire. reviewed through projects in 2019. 104. UNRWA Framework for Accountability to Affected Populations, 84. The 2021 target is influenced by the number of new textbooks, https://www.unrwa.org/sites/default/files/content/resources including new editions, issued by Host Countries during the year. As unrwa_framework_for_accountability_to_affected_populations.pdf a result, estimating the number of textbooks to be reviewed in any 105. Including one JFO-level and four area-level school parliaments. given year is challenging. For this reason, a 2019 and 2021 targets 106. About the Grand Bargain, IASC, February 2020, https:// cannot be set for this indicator. When new textbooks are issued, their interagencystandingcommittee.org/about-the-grand-bargain ‘Rapid Review’ is prioritised by the Agency, focusing on three criteria 107. See http://www.greeningtheblue.org/sites/default/files/Greening%20 linked to UN values embedded within the Curriculum Framework the%20Blue%20report%202017%20-%20Brochure%20(web%20-%20 (neutrality/bias, gender and age appropriateness). Full textbook low%20res).pdf reviews under the Curriculum Framework continue to be undertaken, 108. All kWh and CO2 numbers are estimates. including against those for which a ‘Rapid Review’ has already been 109. As per 2018 electricity tariff. completed. The actual number of reviews reported includes both 110. Gaza Strip: Early Warning Indicators – December 2019, OCHA, January ‘Rapid Reviews’ and full reviews under the Curriculum Framework. 2020, https://www.ochaopt.org/sites/default/files/early_warning_ 85. Please note that performance under this indicator does not pertain indicator_december_2019.pdf . to rented facilities. 111. The UNRWA cost per pupil is listed Agency-wide, including Syria, and 86. A review of the calculations pertaining to the development of the pertains to the 2018/19 scholastic year. This calculation is based on baseline and results data for Jordan resulted in the revision (increase) direct costs and does not include US$ 172.87 in indirect costs per pupil. in these figures. This adjustment also caused the Agency-wide OECD cost per pupil data pertains to 2015 (the most up to date data baseline to increase. available). Source: OECD (2019), Education at a Glance 2019: OECD 87. Lebanon’s Economic Update - April 2019, World Bank, http://pubdocs. Indicators, OECD Publishing, Paris, https://doi.org/10.1787/f8d7880d-en worldbank.org/en/757651553672394797/Lebanon-MEU-April-2019- 112. The OECD, in accordance with the International Standard Classification Eng.pdf of Education, classifies levels of education as primary education 88. Jordan’s Economic Update – October 2019, World Bank, October (grades 1-6) and lower secondary education (grades 7-9). These two 2019, http://pubdocs.worldbank.org/en/246811570664058318/EN- categories roughly correspond to UNRWA’s education programming MPO-OCT19-Jordan.pdf . that spans elementary (grades 1-6) and preparatory (grades 7-9) that 89. Economic Update – April 2019, World Bank, are operational across Gaza, the majority of the West Bank, Syria April 2019,http://pubdocs.worldbank.org/en/904261553672463064/ and Jordan. In Lebanon, education programming also spans grade Palestine-MEU-April-2019-Eng.pdf 10. Together, elementary and preparatory education make up the 90. The ratio of a microfinance institution’s operating revenues against UNRWA definition of basic education. Please also note that OECD its operating expenses. health data refers to health expenditure per capita in 2018 (or nearest 91. FTEs correspond to an estimated number of jobs created by a given year). Source: OECD (2019), Health at a Glance 2019: OECD Indicators, initiative within a predefined timeframe. The number of FTEs is OECD Publishing, Paris, https://doi.org/10.1787/4dd50c09-en obtained by dividing the total generated person-days by the actual 113. Labour Force Survey Results 2019, PCBS, February 2020, http://www. number of working days over the duration of the initiative. For pcbs.gov.ps/portals/_pcbs/PressRelease/Press_En_13-2-2020-LF2019- example, an initiative generating 546 person-days over one year en.pdf. This represents an increase from 2018, with 43.1% unemployment (273 working days) would correspond to 2 FTEs. FTEs should be http://www.pcbs.gov.ps/portals/_pcbs/PressRelease/Press_En_7-11- understood as the average number of jobs created by an initiative at 2019-LF-en.pdf. Following an ILO technical assessment mission in any point in time and corresponds to the lowest possible estimate of 2018, the PCBS implemented revisions to the concepts and definitions the total number of individuals employed throughout the lifespan of underpinning labour underutilization statistics, accordingly the 2018 each initiative as each FTE may correspond to several workers if the average figure was revised retroactively in 2019. initiative has a high turnover rate. 114. UNRWA Protection Database, Protection & Neutrality Department. 92. UNRWA is not responsible for administering camps. It provides 115. Ibid. services in the best interests of Palestine refugees and without 116. Calculated based on income received or advanced by the Agency and prejudice to Host Country responsibilities under international law. allocated in 2019. It does not include income from donor agreements 93. Please note that for 2018, the percentage of SSNP students enrolled signed in 2019 but not received and not allocated by 31 December in VTCs in the JFO was erroneously calculated by only counting the 2019. first semester figures. This was subsequently recalculated, resulting in 117. Figures refer to funding received in 2019 and do not include carry a reduction of the 2018 Actual for both JFO and UNRWA-wide. forward. 94. It is notable that, while there was an overall decrease in male representation in the ESF in 2019/20, only two male SSNP students 118. The income as stated includes income received or advanced by the were enrolled in the 2018/19 academic year and only one male SSNP Agency and allocated in 2019. This includes income from donor student was enrolled in 2019/20. agreements signed prior to 2019 but not received until 2019. It does 95. Jordan’s Economic Update – October 2019, World Bank, October not include income from donor agreements signed in 2019 but not 2019, http://pubdocs.worldbank.org/en/246811570664058318/EN- received and not allocated by 31 December 2019. MPO-OCT19-Jordan.pdf 119. At the time of reporting, the PDM report is being finalized and will be 96. Given the unpredictable context in Syria, 2021 targets for this available by the end of the first quarter of 2020. indicator could not be set. 120. Labour Force Survey, Q3 – 2019, PCBS, November 2019, http://pcbs. 97. Labour Force Survey Results 2019, PCBS, February 2020, http://www. gov.ps/portals/_pcbs/PressRelease/Press_En_7-11-2019-LF-en.pdf pcbs.gov.ps/post.aspx?lang=en&ItemID=3666# 121. This indicator was revised at mid-year report and refers only to the 98. UNRWA defines those in a state of abject poverty as individuals who number of injured cases receiving lifesaving medicines in UNRWA cannot meet their basic food needs. health centres. 99. 2021 targets presented in relation to this indicator are linked to 122. This figure includes all injured cases assisted with lifesaving medicines annual actuals rather than being fixed. As the number of SSNP through EA and other sources of funding. eligible persons (those existing in a state of poverty) has continued to 123. This indicator and related target were reviewed at mid-year report increase across the five fields of UNRWA operation, the annual actuals in light of a changed operational context and a general decrease in are used as planning figures that are expected to decrease over the injuries resulting from the GMR demonstrations. coming years until the ceiling on the SSNP is unfrozen. 124. Please see, https://www.ochaopt.org/theme/health-and-nutrition 100. A social transfer is any non-contributory payment, be it in the form of 125. No funds were received against this intervention under the 2019 oPt EA. 184 2019 annual operational report

126. “Gaza’s “Great March of Return” one year on”, UNRWA, 2019.https:// refugees in this area. www.unrwa.org/sites/default/files/content/resources/gaza_gmr_one_ 152. The upgrading of this HC was funded through other sources of year_on_report_eng_final.pdf. funding. 127. Stable accommodation refers to those assisted who believe they 153. No EA funding was received for this activity. However, through will be able to remain in their current accommodation for up to 12 projects funds, 33 schools have been rehabilitated across Jordan. months after the protection incident (e.g. security operation, settler 154. In the first half of 2019, 138 schools were hosting PRS children, violence and/or demolition). however this number decreased to 133 in the school year 2019/20. 128. This also impacted the number of incidents that UNRWA could raise 155. Per its mandate, UNRWA continues to enrol PRS children in its schools before the international human rights system. when they arrive in country, are newly recorded with UNRWA in 129. This target was reviewed during the mid-year reporting cycle to Jordan or reach school age. UNRWA schools enrolled Syrian refugee better reflect the operational reality. students until 2013. While UNRWA no longer accepts enrolment 130. This figure refers to the percentage of neutrality breaches followed from new Syrian refugee students, those Syrian refugees students up and resolved. already enrolled in UNRWA schools are permitted to remain until 131. Calculated based on income received or advanced by the Agency and the completion of grade 10, so as to avoid further disruption of their allocated in 2019. It does not include income from donor agreements education and additional psychological and economic stress. signed in 2019 but not received and not allocated by 31 December 156. No EA funding was received for this activity. However, through 2019. projects funds, 33 students (27 females, 6 males) were provided with 132. School year 2019-2020. a backpack. 133. Figures refer to funding received in 2019 and do not include carry 157. UNRWA has yet to understand why these students dropped out of forward. school. 134. The income as stated includes income received or advanced by the 158. The income as stated includes all donor agreements signed and Agency and allocated in 2019. This includes income from donor allocated for 2019 including UN Secretariat support for international agreements signed prior to 2019 but not received until 2019. It does staff and in-kind contributions received in 2019. not include income from donor agreements signed in 2019 but not 159. Private sector result excludes US$ 5.8 million received from Regional received and not allocated by 31 December 2019. Governments in Spain as part of Spain National Committee revenue. 135. UNRWA is measuring food consumption through a methodology 160. It is important to note that the UNRWA Strategic Partnerships Division aligned with WFP and following the Food Security Sector’s exceeded its overall financial target of US$ 17 million by almost US$ recommendations. Food consumption measuring is part of the 3 million. PDM introduced by the Agency in 2018. It includes the following 161. Please note that the baseline relates to the indicator “Traditional categories: i) poor food consumption: households that are not donors subscribing to AOR to reduce contribution specific reporting consuming staples and vegetables every day and never or very requirements” that was included in the 2016-18 RMS. The new seldom consume protein-rich food such as meat and dairy; ii) indicator in the 2019-21 incorporates all donors. borderline food consumption: households that are consuming 162. The income as stated includes all donor agreements signed and staples and vegetables every day, accompanied by oils and pulses allocated for 2019 including UN Secretariat support for international a few times a week; iii) acceptable food consumption: households staff and in-kind contributions received in 2019. that are consuming staples and vegetables every day, frequently 163. In the 2016-18 RMS, diversified sources were defined as all sources accompanied by oils and pulses and occasionally meat, fish and dairy. of income, excluding the traditional donor group. This definition has 136. During the fourth quarter of 2019, UNRWA distributed school bags been narrowed under the 2019-21 RMS and the baseline reflects this. to 636 Palestine refugees students though other sources of funding. 164. Under the 2016-18 RMS, this indicator referred only to private UNRWA has experienced delays in the purchase, production and partnership’s share of programme budget income. The indicator receipt of school bags; these are expected to be distributed to all has been broadened under the 2019-21 RMS to cover the share of students during the first quarter of 2020. programme budget and EA income. 137. This indicator was updated in 2019. SFO started to report against the 165. Private sector result excludes US$ 5.8 million received from the updated indicator in the second half of the year. Regional Governments in Spain as part of Spain National Committee 138. This figure refers to PRS served in the last distribution round (Q4 revenue. 2019). Throughout the year, UNRWA provided assistance to an 166. UNRWA is measuring food consumption through a methodology average of 27,987 PRS. aligned with WFP and following the Food Security Sector’s 139. This figure refers to December 2019 and reflects the number of PRS recommendations. Food consumption measuring is part of the who benefited of winterization at that specific time. PDM introduced by the Agency in 2018. It includes the following 140. The number of PRS families assisted reflects the actual number of categories: i) poor food consumption: households that are not families registered in the system at the time of assistance. consuming staples and vegetables every day and never or very 141. UNRWA Post Distribution Monitoring reports, 2019. seldom consume protein-rich food such as meat and dairy; ii) 142. Ibid. borderline food consumption: households that are consuming 143. The wording of this indicator was updated to better reflect the staples and vegetables every day, accompanied by oils and pulses operational reality. a few times a week; iii) acceptable food consumption: households 144. Defined within the scope of the WHO EPI. that are consuming staples and vegetables every day, frequently 145. Grade 9 (Brevet) exam results. accompanied by oils and pulses and occasionally meat, fish and dairy. 146. Achievements related to students assisted with this intervention 167. During the fourth quarter of 2019, UNRWA distributed school bags during the current 2019/20 school year will be reported during the to 636 Palestine refugees students though other sources of funding. 2020 reporting cycle. UNRWA has experienced delays in the purchase, production and 147. An additional 37 non-Palestinian individuals (15-24) also benefited receipt of school bags; these are expected to be distributed to all from the Agency’s formal and non-formal skills training. students during the first quarter of 2020. 148. American University of Beirut (AUB) Survey on the Socio-economic 168. This indicator was updated in 2019. SFO started to report against the Status of Palestine Refugees in Lebanon 2015. updated indicator in the second half of the year. 149. Out of the total 393 staff trained, 34 received training on humanitarian 169. This figure refers to PRS served in the last distribution round (Q4 principles; 121 have been trained on MHPSS as well as the protection 2019). Throughout the year, UNRWA provided assistance to an referral system; 26 staff received training on the modality for the average of 27,987 PRS provision of emergency protection cash; 27 staff partook in a training 170. This figure refers to December 2019 and reflects the number of PRS on Protection Mainstreaming; 14 staff participated in the Gender who benefited of winterization at that specific time Marker and protection checklist trainings; 13 staff were trained on 171. Grade 9 (Brevet) exam results. disability inclusion; and 158 participated in a new training module 172. An additional 37 non-Palestinian individuals (15-24) also benefited focusing on International Protection which was rolled out in the from the Agency’s formal and non-formal skills training. second half of 2019. 173. In 2019, two HCs in Zarqa area were merged, increasing efficiency 150. Survey did not obtain information on the reason behind not paying without affecting the availability and quality of services provided to for heating. refugees in this area. 151. In 2019, two HCs in Zarqa area were merged, increasing efficiency 174. No EA funding was received for this activity. However, through without affecting the availability and quality of services provided to projects funds, 33 schools have been rehabilitated across Jordan. united nations relief and works agency for palestine refugees in the near east 185

175. In the first half of 2019, 138 schools were hosting PRS children, however this number decreased to 133 in the school year 2019/20. 176. Per its mandate, UNRWA continues to enrol PRS children in its schools when they arrive in country, are newly recorded with UNRWA in Jordan or reach school age. UNRWA schools enrolled Syrian refugee students until 2013. While UNRWA no longer accepts enrolment from new Syrian refugee students, those Syrian refugees students already enrolled in UNRWA schools are permitted to remain until the completion of grade 10, so as to avoid further disruption of their education and additional psychological and economic stress. 177. No EA funding was received for this activity. However, through projects funds, 33 students (27 females, 6 males) were provided with a backpack. 178. This indicator was revised at mid-year report and refers only to the number of injured cases receiving lifesaving medicines in UNRWA HCs. 179. This figure includes all injured cases assisted with lifesaving medicines through EA and other sources of funding. 180. This indicator and related target were reviewed at mid-year report in light of a changed operational context and a general decrease in injuries resulting from the GMR demonstrations. 181. No funds were received against this intervention under the 2019 oPt EA. 182. No funding was received under the EA for this intervention. However, through other sources of funding, UNRWA provided assistance to 2,558 individual cases experiencing protection risks. 183. Stable accommodation refers to those assisted who report that they believe they will be able to remain in their current accommodation for up to 12 months after the protection incident (e.g. security operation, settler violence and/or demolition). 184. This target has been reviewed during the mid-year reporting cycle to better reflect the operational reality. 185. This figure refers to the percentage of neutrality breaches followed up and resolved. 186 2019 annual operational report

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