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Download UNHCR's Operational Support and Management in English and in French.

Operational Support and Management 
 

Elected by and reporting to the United Nations General Assembly, the High Commissioner performs functions as described in UN General Assembly resolution 428 (V) of 14 December 1950 in order to administer and direct the work of the Office of the High Commissioner for Refugees in the performance of its mandate.

The Executive Office of the High Commissioner comprises the Deputy High Commissioner, the Assistant High Commissioner for Operations, the Assistant High Commissioner for Protection, the Chef de Cabinet, and their staff as well as the Special Envoy for the Central Mediterranean Situation and the Special Envoy for the Horn of Africa. The Executive Office is situated within the larger organizational entity, Executive Direction and Management (EDM) which also includes the Office of the Inspector General, the Ethics Office, the Evaluation Service, the Governance Service, the New York Liaison Office, the Legal Affairs Service, the Office for the Ombudsman, Enterprise Risk Management, UNHCR Innovation Service and Change Management (that includes Organizational Development and Management Service). The Executive Office crafts a clear and consistent corporate vision, sets operational priorities and strategies and oversees UNHCR’s activities worldwide. It engages directly with donors and States at the highest level to secure political and financial support for UNHCR.

The Deputy High Commissioner (DHC) oversees and provides strategic leadership for all functions related to the managerial, financial, and administrative running of the Office. The Controller and Director  of   the   Division  of   Financial   and  Administrative  Management, as well  as the Directors of the Divisions of External Relations, Human Resources, and  Information Systems and Telecommunications report directly to the DHC, who also supervises the Head of the Legal Affairs Service, the Ombudsman, the Chief Risk Officer, the Head of UNHCR Innovation Service, the Senior Coordinator on Sexual Exploitation, Abuse and Sexual Harassment and the Senior Advisor on Inclusion, Diversity and Gender.

The Assistant High Commissioner for Operations (AHC-O) oversees and ensures strategic leadership and direction for all UNHCR operations in the field, the five Regional Bureaux at Headquarters, the Division of Programme Support and  Management  and  the  Division of Emergency, Security and Supply.

The Assistant High Commissioner for Protection (AHC-P) ensures that protection focus is instilled into all aspects of UNHCR’s work, oversees the development and implementation of protection policy and legal standards, and coordinates high- level advocacy on protection matters. The AHC-P oversees the activities of the Division of International Protection   and   of    the    Division   of Resilience and  Solutions  as  well  as  the Special Advisor  on  Statelessness and the Head of the Global Refugee Forum coordination team.  It provides guidance on protection policy to the Regional Bureaux, the Division of Programme  Support  and Management and the Division of External Relations and on communications relating to protection. The AHC-P works closely with the AHC-O to provide overall strategic direction for operational protection aspects of UNHCR’s work.

The Inspector General’s Office (IGO) supports the effective, efficient and accountable management of UNHCR operations, including through preventive measures that minimize the need for remedial action, and upholds an environment of integrity by contributing to the maintenance of the highest standards of personal and professional conduct by UNHCR workforce. The IGO participates in the development of relevant UNHCR policies, monitoring implementation and impact through inspection, investigation and ad hoc inquiry activities.

The Evaluation Service (ES) manages the centralized evaluations primarily focusing on policies, strategies, programs and themes of corporate significance at the global, strategic level and for Level 3 emergency operations. ES provides also support, guidance and quality assurance oversight of decentralized evaluations commissioned by Divisions, Regional Bureaux and/or Regional and Country offices for activities, themes, and operational areas, strategies, at the country or regional level.

The Governance Service is responsible for maintaining an effective relationship between UNHCR’s Executive Committee (ExCom) and UNHCR. The Service interacts closely with the Senior Executive Team and with other Services, Divisions and Regional Bureaux as well as with external stakeholders and manages all aspects of the work of ExCom, including the annual ExCom session, Standing Committee meetings, informal consultations and briefings, while keeping the ExCom Bureau engaged and abreast of important developments in UNHCR. The Service also provides editorial and translation services and protocol advice for the documentation of ExCom meetings, all other governance-related documentation and the High Commissioner’s correspondence, including letters of accreditation.

The New York Liaison Office (NYLO) represents UNHCR at UN Headquarters in New York by promoting the Organization’s policies, strategic priorities and advocacy messages. NYLO promotes the needs of people of concern through participation in fora on humanitarian reform and financing, maintaining international peace and security, protection of civilians, human rights mainstreaming, and sustainable development, as well as other relevant New York-led initiatives. NYLO contributes to the formulation of resolutions by the Security Council, the General Assembly, and its subsidiary bodies, as resolutions pertain to people of concern. It also provides input to reports of the Secretary-General and other strategic reviews.  Through collaboration with NGO partners, key UN Secretariat entities, and agencies, funds and programmes in New York, NYLO provides strategic advice to the High Commissioner on evolving political and policy matters that may affect the work of UNHCR.

The Ethics Office ensures that all individuals of UNHCR’s workforce observe and perform their functions with the highest standards of integrity, by fostering a culture of respect, transparency and accountability throughout the Organization as required by the UN Charter, the UNHCR Code of Conduct, and UN Staff Regulations and Rules. It develops ethical standards in collaboration with the UN Ethics Office and the UN Ethics Panel; promotes and disseminates ethics-related policies; and provides guidance to staff members and senior management on ethical standards and dilemmas to address and prevent problems before they emerge. It coordinates the annual refresher courses on the Code of Conduct to UNHCR operations globally; oversees the policy on protection from retaliation for individuals who report misconduct or participate in audits, inspections, investigations, inquiries or the work of the Ombudsman; and administers the Financial Disclosure Programme.

The Legal Affairs Service (LAS) is UNHCR’s central legal office on non-refugee law matters and is responsible for planning, coordinating and managing the Organization’s legal affairs. This includes advising on various legal aspects of UNHCR’s operations and activities, as well as preparing agreements  regulating  UNHCR’s relations with hosting countries and other entities; procurement and commercial contracts; and claims and disputes involving the Organization’s operational activities. LAS also works to reduce potential financial and other types of loss through legal risk analysis; protects the interests of the Organization in internal administration of justice proceedings; and contributes to ensuring that UNHCR’s activities are carried out in accordance with its  internal regulatory framework and relevant law.

The Ombudsman’s Office provides a confidential, impartial and independent service for the informal resolution of work-related problems and conflicts. It offers an informal alternative to formal complaint- handling systems, such as the Inspector General’s Office, the Management Evaluation Unit or the United Nations Dispute and Appeals Tribunals. Recourse to the Ombudsman is voluntary and strictly confidential. Wherever possible, the Ombudsman helps individuals to develop new ways to solve problems themselves and works primarily through negotiation, influence, personal powers of persuasion and good practice.

The Enterprise Risk Management (ERM) Unit supports managers at all levels of the Organization in discharging their responsibilities in respect of UNHCR’s ERM policy. The ERM Unit is complemented by a network of risk management focal points across the Organization to decentralize the capacity for managing risk both in the Field and at Headquarters.

UNHCR Innovation Service is an interdivisional initiative launched in 2012 and officially established as a unit in December 2014 for creating and disseminating new ideas and knowledge within UNHCR. It works at integrating fresh perspectives on education, energy, communications, shelter, and livelihoods. UNHCR Innovation's approach has three facets: i) amplify innovations already happening within UNHCR; ii) connect innovators within UNHCR to resources, to one another, and to external partners and mentors; and iii) explore  innovations happening  outside  the   Organization and looking for ways to adapt existing innovations to the needs of people of concern.

Change Management and the Organizational Development and Management Service (ODMS) merged on 1 October 2018. As a follow-up to the Rapid Organizational Assessment undertaken during the first phase of the Headquarters Review, the High Commissioner appointed a Director of Change Management to oversee a second phase of the Headquarters Review, including implementation of accepted recommendations of the Rapid Organizational Assessment and the management of any additional change initiatives. The Director for Change Management, supported by the Change Team, reports to the High Commissioner, with regular coordination of on-going issues with the Deputy High Commissioner, and interacting on a regular basis with members of the SET.

Reporting to the Deputy High Commissioner, the Division of External Relations mobilizes public, political and financial support so that UNHCR is best able to meet its global accountabilities to all persons of concern.

DER manages UNHCR´s external communication, public and private donor relations and resource mobilization, archives and records management while developing effective partnerships with UN agencies and non-governmental organizations (NGOs), governments and corporate partners. DER drives support for UNHCR´s role and accountabilities for humanitarian leadership and coordination and engages with individuals to foster awareness, empathy and action among key audiences including financial and political support. DER´s media outreach is an important tool for UNHCR’s advocacy and communications activities.

Organizational Structure
The Office of the Director, based in Geneva, oversees and provides strategic guidance to the Division, developing a cross-service integrated external relations approach. The Resource Management Unit, within the Office of the Director, manages the Division’s resources, including staffing, programme and administrative budgets. The Office of the Director guides and supports the services and sections in the Division and ensures coordination with other Divisions, Services and Bureaux at the strategic level.

In addition to the Office of the Director, the Division of External Relations comprises four Services and one Section. Heads of Services, Chiefs of Sections and the Senior Advisor on Private Sector Partnerships report directly to the Director.

The Donor Relations and Resource Mobilization Service (DRRM), based in Geneva, manages relations with governmental, intergovernmental and UN donor bodies in matters pertaining to resource mobilization and allocation, and provides guidance and support to field operations and Headquarters in preparing funding appeals. DRRM seeks to provide donors with a clear understanding of the Organization’s policies, programmes and resource requirements through consultations, briefings, publications and field missions for donors. Furthermore, DRRM publishes the annual Global Appeal and Global Report, manages the Global Focus website, and coordinates the preparation of supplementary appeals and similar documents. It provides funding analysis for senior management, Regional Bureaux and for field operations to support decision making on resource allocation. In addition, the Service is responsible for inter-agency liaison and supports the development of Refugee Response Plans.

The Service comprises the following teams:

1. The Governmental Donors Section collaborates with governmental donors and advises colleagues on specific donor interests. There is a dedicated donor focal point for each donor country and regional and thematic focal points within DRRM.
2. The Income Management and Funding Analysis Unit records, tracks and reports on voluntary contributions, and provides analysis of donor funding trends and updates on global, regional and country funding situations.
3. The Humanitarian Financing and Field Support Section supports field-based resource mobilization from decentralized and/or pooled funding sources, transition, development and other trust funds. The section is also responsible for inter-agency liaison and supports the development of Refugee Response Plans as well as UNHCR’s participation in the inter-agency Humanitarian Response Plans.
4. The Global Appeal and Reports Section consolidates, designs, and manages the production of UNHCR’s main donor publications, including the Global Report, Global Appeal, Global Focus website (http://reporting.unhcr.org), supplementary appeals and other publications.
5. The Solutions and Development Funding Team provides advice on funding relationships with regards to solutions and funding from development banks. This team is also the focal point for funding matters related to the Comprehensive Refugee Response Framework (CRRF).

The Private Sector Partnerships Service (PSP) is responsible for maximising UNHCR’s engagement with the private sector, in order to mobilise support and resources for the refugee cause, and raise funds from corporate companies, foundations, high net worth individuals, and individual donors. PSP strategically invests in fundraising opportunities and manages relationships with local/regional private sector partners. PSP is Headquartered in Copenhagen, where personnel provide operational and capacity building support to the network, managing large global accounts and leading on global fundraising and marketing campaigns. The Service is composed of a fundraising network of five regional managers covering MENA, Americas, Europe, Asia, Africa and managing national offices, and seven national partners located in Australia, Germany, Japan, Spain, Sweden, USA and Argentina.

PSP is divided into four Sections:

1. The Private Partnerships and Philanthropy Section is responsible for working with the PSP network, National Partners and the rest of the Organization to develop and sustain long-term and strategic partnerships with corporations, foundations and private philanthropists. To facilitate this work, the section assists fundraisers and relationship managers with a spectrum of activities required for partnership development, including prospecting, developing a strong donor pipeline, coordinating events and opportunities for stewardship and cultivation; and developing quality concept notes and proposals and ensure donor reporting requirements are met accurately. The Section also  oversees the due diligence procedures for all private sector partnerships on behalf of UNHCR;
2. The Strategy and Market Development Section provides support to national Offices and National Partners in the development and implementation of market strategies, in line with the global strategic directions and priorities. The Section supports the implementation of the global and national strategies through analysis, individual-giving expertise and fundraising support. It also monitors and evaluates the performance of PSP in implementing strategic priorities at a global and national level, leads the capacity-building agenda, and identifies strengths and areas of improvement. 
3. The Marketing and Emergencies Section plays a leading role in guiding and supporting national Offices and National Partners to develop and implement their communications, campaigns and emergency fundraising strategies, in coordination with national and regional UNHCR counterparts. The Section coordinates the Service’s response to emergencies, in close collaboration with the Global Communications Service and is responsible for the delivery of global fundraising campaigns on emergencies.
4. The Digital Engagement Section is responsible for transforming the way UNHCR communicates and engages through digital channels. It works across teams to advise, create, build, and deliver high-quality digital solutions and experiences for all of UNHCR’s audiences. The Section oversees the technical development of new digital features and the global web publishing architecture. It also oversees the implementation of a digital strategy at the national office level, including advice on strategy, planning and digital transformation.

The Partnership and Coordination Service (PCS), located in Geneva, comprises the Inter-Agency and Coordination Section (IACS), the NGO and Civil Society Section, and the Sports Section. Overall, PCS aims to ensure internal coherence and external focus in UNHCR’s dealings with a range of partners.

1. The Inter-Agency and Coordination Section (IACS) provides guidance on inter-agency coordination matters related principally to humanitarian action, and coordinates with the Division of Resilience and Solutions (DRS), the New York Liaison Office (NYO) and other Divisions on matters related to the UN reform process and the Global Compact on Refugees (GCR). Externally, IACS presents and advocates UNHCR's positions, supporting the Executive Office in inter-agency fora, including the Inter-Agency Standing Committee (IASC), the Chief Executives Board (CEB) and UN Sustainable Development Group on matters related to strategic partnerships. A major part of IACS’s mission is to provide coordination support to country offices on internal and external operational and coordination issues and policies. IACS also develops learning programmes and other forms of support to regional bureaux and country offices facing challenges in the inter-agency field. IACS also does horizon scanning, policy analysis and provides feedback to UNHCR on new and emerging issues such as new ways of working, humanitarian development nexus, and fosters strategic alliances with UN agencies.

2. The NGO and Civil Society Section promotes strategic engagement with current and potential partners, including governmental and intergovernmental entities, national and international NGOs, refugee-led organizations and civil society organizations. The Section organizes the annual and regional UNHCR-NGO Consultations, and facilitates dialogue between partners and UNHCR at Headquarters and in the field. It maintains strong relations with NGO leadership in order to forge UNHCR/NGO alliances for humanitarian action.

3. The Sports Section develops strategic partnerships and coordinates the organisation’s global sports initiatives, including the Refugee Olympic Team. The Section guides the development and implementation of multi-year ‘Sport for Protection’ programmes globally, provides opportunities for displaced and Stateless children and youth to develop elite potential, works with sport partners to communicate and advocate on forced displacement issues and works to leverage resources and expertise for UNHCR’s work, including through sports.

The Global Communications Service (GCS), generates and maintains media interest in the work of UNHCR, and coordinates proactive and reactive media relations through consistent and focused communications towards UNHCR´s operational goals. GCS employs a range of multimedia tools, working across text, photos, video, online and social media platforms for media distribution and placement. The Service develops key messaging for the organisation and proactively engages in media relations, steering coverage. It also conceptualizes and drives global campaigns on protection issues of strategic importance to the organization, increasing public engagement. It also engages in impact monitoring and analysis, which informs the pursuit of the organisation’s overall strategic goals. GCS also manages a Global Desk in New York and Regional Hubs in Beirut and Nairobi. GCS is led by a Head of Service who reports to the Director of DER and also to the High Commissioner, in their role as Spokesperson.

The Global Communications Service is structured as follows:

Office of the Head of Global Communications/ Spokesperson for the High Commissioner: The Head of Service is supported by a small team providing executive and administrative support. A Communications Strategy and Coordination Unit leads on the development and implementation of UNHCR’s Global Communications Strategy as well as the communications strategies developed for emergencies, situations, themes and regions.
 
The Service is divided into six sections as follows:

1. The News and Media Section is UNHCR’s primary interface for the organization’s work with global media. It provides communications expertise and advice to the Executive Office, Bureaux, Divisions, and Country Offices and works closely with these entities in formulating and clearing external messaging and in developing news output in support of UNHCR’s global-level advocacy, fundraising, organizational positioning, reputational and other needs
2. The Multimedia Content Section works to inform and inspire key audiences through content creation and community engagement. It includes the Editing Unit, Video Unit, Photo Unit and Social Media Unit as well as the Beirut and Nairobi Content Hubs. To help advance the organization’s advocacy and fundraising objectives, it conceives, commissions, produces and publishes high-impact multimedia content and distributes it to news and media partners. It also refines and executes UNHCR’s global social media strategy and manages the organization’s core social media accounts. The Section also manages UNHCR’s multimedia distribution platform, Refugees Media.
3. The Public Outreach & Campaigns Section conceptualizes and manages UNHCR’s iconic global campaigns and events, each of which delivers high levels of engagement and awareness as well as increased funding and support for refugees and stateless people. These projects include; World Refugee Day, The Nansen Refugee Award and The #IBelong Campaign to End Statelessness and public outreach through initiatives like the #WithRefugees and its Coalition.
4. The Corporate Communications Section, based in Geneva and in Copenhagen, provides guidance, insight and tools across DER and the organization, to empower them to communicate in a way that is unified, purposeful and aligned to UNHCR’s overarching strategy. It does this by providing a clear identity framework for UNHCR (our brand, including our tone of voice, visual identity and corporate core messaging) and impartial communications advice informed by analysis and hard evidence, including flagship quarterly reports on global communications. The Section’s work also strengthens engagement and builds trust between staff and management through a small internal communications capacity, by delivering impactful content that staff care about and that reflects our organizational priorities and values.
5. The Goodwill Ambassadors Section, based in London, works to harness the influence, visibility and networks of celebrity supporters to maximise UNHCR’s impact for refugees. It does this by utilising GWA activities to leverage the strategic awareness-raising, advocacy and fundraising goals of UNHCR, with a particular focus on key markets and target audiences.  The section is responsible for recruiting and stewarding global GWAs and wider celebrity relationships, and for managing GWA missions and outputs including creative content (written, video, photo), social media and digital products, support for priority campaigns, events and high-level meetings, working in consultation and coordination with internal and external stakeholders to achieve agreed objectives, and to mitigate risk. The section also supports and advises offices recruiting national or regional GWA/celebrity supporters to ensure a cohesive approach, as well as sections managing additional honorary titles, to ensure coordination and common standards of best practice.
6. The Global Communications Desk merges key communications and engagement functions to build support and solidarity for the global refugee cause and UNHCR. The Desk is based in New York, with access to strategic global partners and media and combines staff from the News and Media, Content Production, Goodwill Ambassador and Digital Engagement teams. The Desk amplifies headquarters-driven public outreach and communications, extending the reach and workday of global external relations, communications and outreach.

The Records and Archives Section (RAS), located in Geneva and with a small presence in Copenhagen GSC and Budapest, captures the institutional memory of UNHCR by ensuring the preservation of UNHCR official records. It provides access to UNHCR archives to qualified personnel, stakeholders and external researchers, balancing the right to know with the right to protect. RAS is also the e-SAFE focal point and manages cost-effective bulk reproduction services at Headquarters in Geneva.

Reporting to the Deputy High Commissioner, the Division of Financial and Administrative Management contributes to safeguarding the financial resources entrusted to UNHCR by maintaining and improving the financial and administrative systems, policies and procedures and promoting cost-effective and transparent use of these resources.

DFAM advises and monitors UNHCR’s overall compliance with financial rules, regulations and related internal controls and is also responsible for the preparation of the annual financial statements of UNHCR. DFAM develops financial policies and guidance as well as management reports and accounting analysis to assist decision-making on the use of resources and aims at strengthening the financial management capacity in the Field and in Headquarters. DFAM manages the process of establishing UNHCR's budget, monitors its execution and reports on its implementation while leading UNHCR's efforts to improve performance management and accountability of implementing partners. It also plays a key role in UNHCR's efforts to improve oversight and audit mechanisms.

The Director of the Division also serves as the Organization's Controller. The Controller has a direct reporting line to the High Commissioner in respect of the delegated authority for the application of the Financial Rules. In line with the Article 10 of these Rules, the Controller is responsible for establishing and maintaining internal controls to ensure the financial integrity of the Organization, The Controller also acts as Chairperson of the Headquarters Asset Management Board (HAMB), the Headquarters Committee on Contracts (HCC) and Alternate Chairperson to the Deputy High Commissioner for the Budget Committee (BC).

Organizational Structure

The Division comprises the Office of the Controller, the Programme Budget Service, the Implementing Partnership Management Service, the Accounts and Financial Service, the Treasury and Cash Service, the General Services Section, and the Change Management and Field Support Section and the System Administration Section. The Office of the Controller has responsibility for the overall management of the Division and also hosts the Secretariat of the Headquarters Committee on Contracts. Within this Office, the Policy and Audit Coordination Section (PACS) contributes to the development of corporate level policies and strategies concerning financial, accounting and administrative management. It provides advice and guidance to finance staff in UNHCR offices worldwide on policy-related matters. PACS is also responsible for coordination of all external audit matters and acts as the focal point in UNHCR for the relation with the United Nations Board of Auditors (BoA). The Section reviews BoA audit observations and recommendations, coordinates the Organization’s responses to the BoA reports, and prepares overviews of key audit findings. It also provides expert advice and support on audit-related matters. In close collaboration with the Division of External Relations and the Legal Affairs Service, PACS provides DFAM clearance on all funding agreements particularly any deviation from the standard financial clauses or if there are specific requirements/clauses with financial implications.

The Deputy Director (Finance), reporting directly to the Controller, oversees the following Sections in Geneva and partly in Budapest: the Change Management and Field Support Section (CMFSS), the General Services Section (GSS) and the System Administration Section. CMFSS supports the Controller in improving the financial management capacity of UNHCR by ensuring the efficient and successful implementation of initiatives relating to financial management and control, including development and oversight of communications and training on financial management and other related subjects. System Administration Section provides support services, administers role-based access rights to UNHCR`s ERP system, ensuring the application of the current Financial Internal Control Framework (FICF) and Delegation of Authority Plan (DOAP). The General Services Section (GSS) is responsible for management and coordination of security services, building and facilities management at Geneva Headquarters, as well as for the administration of official travel originating from Headquarters.

The Deputy Director (Budget), reporting directly to the Controller, is also the Head of the Programme Budget Service (PBS) which is based in Geneva with some positions located in the Budapest GSC. PBS provides strategic advice to Senior Management on effective allocation of resources and is responsible for a wide-range of budget-related issues that include:

• Developing policies, guidelines and mechanisms for budget management processes and in support of a sound budgetary management system; and
• Monitoring implementation of UNHCR's biennial budget and results-based budgeting and providing support on the use of relevant system applications.

PBS also provides the secretarial support to the Annual Programme Review (APR) process and the Budget Committee (BC). It delivers input to Senior Management on the APR as well as to the mid-year and annual review in respect of resources allocation process. PBS is also responsible for the preparation of the Biennial Programme budget and participates in regulatory and legislative meetings to discuss budgetary matters.

The Accounts and Financial Service (AFS), based in Budapest GSC, reports to the Controller, and is responsible for the preparation of statutory and management financial information used in UNHCR’s statements. It plays an essential role in ensuring that the Organization's financial statements comply with UN/UNHCR Financial Regulations and Rules and strives to strengthen the quality of financial management and control in UNHCR. It also provides advice and guidance to finance staff in UNHCR offices worldwide.

The Treasury and Cash Service (TCS), based in Geneva, reports to the Controller. TCS provides leadership in core treasury and financial risk management, applying best practices in global liquidity, foreign exchange and investment management to safeguard the cash holdings of the Organization worldwide. The Service also provides integrated guidance for the delivery of Cash Based Interventions (CBI) embedding financial governance to manage specific financial risks associated to cash delivery requirements. This involves systematically integrating CBI applications into a standardized financial control framework and establishing best practices in cash and financial management to streamline approaches for country implementations.

The Implementing Partnership Management Service (IPMS), based in Geneva, with some positions located in Budapest GSC, reports to the Controller and is responsible for all matters related to the management of the framework for Implementing with Partners within the Organization, including setting policies, designing procedures, providing guidance, coordination, and implementation of strategies, as well as managing UNHCR´s `Partner Portal`.
 

Narrative description in progress.

• Policy and Law;
• Field Protection; and
• Resettlement and Complementary Pathways.

• Researching and drafting UNHCR eligibility guidance and non-return advisories;
• Knowledge management in the areas of country information (COI), law and policy through various information platforms, such as the Refworld database;
• Cooperating and collaborating with states, international/regional and non-governmental organizations in the area of COI;
• The commissioning of COI research; and
• Assisting UNHCR staff, states and others stakeholders by providing capacity building and training programmes relating to evidence assessment and information management tools.

• Providing states and field entities with guidance regarding targeting and processing of resettlement cases, including mobilizing resources for resettlement;
• Providing technical advice, especially to emerging resettlement countries, on the development of procedures and the use of electronic submission tools;
• Tracking and data analysis to assess if resettlement delivery meets agreed quotas;
• Designing and implementing training programmes together with the GLDC;
• Supporting operations through technical missions that help reduce risk of fraud;
• Coordinating the Resettlement Deployment Scheme; and
• Participating in relevant inter-agency fora and working with the Annual Tripartite Consultations on Resettlement (ATCR) involving states, NGOs and UNHCR and its associated thematic Working Groups on Resettlement, as well as with case-specific Core and Contact Groups, acting as Secretariat to the rotating states and NGO chairs, and coordinating UNHCR’s participation and follow-up of outcomes from these meetings.

Reporting to the Deputy High Commissioner, the Division of Information Systems and Telecommunications provides a secure and evolving digital ecosystem for UNHCR across the globe, ensuring the right information and communications solutions are designed, developed and maintained in a cost-effective, timely and secure manner, enabling UNHCR to fulfil its mandate.  Furthermore, as per UNHCR Policy on Emergency Preparedness and Response [UNHCR/HCP/2017/1], DIST is responsible for information and communications technology (ICT) emergency preparedness and response support including provision of overall ICT coordination capacity in line with the Refugee Coordination Model.

Organizational Structure

DIST is a geographically dispersed division - with its workforce spread between Geneva, Copenhagen, Budapest, Amman, Bangkok, Nairobi and Panama - working closely with the ICT workforce in the field to ensure global alignment and effective implementation of the Organization’s ICT strategy.
DIST is comprised of the Office of the Chief Information Officer (CIO), and three Services (Business Relationship Management Service; Customer Support Service; and ICT Operations Service).  The Division is led by the Director, who also serves as the Organization’s Chief Information Officer, who is responsible for the overall technology direction of the agency.  Other units with direct reporting lines to the CIO include the ICT Emergency Preparedness and Response Section; the Project Management Office; the Vendor Management and Supply Unit; the Governance, Risk and Compliance Unit; and the Resource Management Unit.

The Office of the CIO is responsible for providing information technology leadership and support, encompassing ICT strategy, emergency response, communication, performance monitoring, policy development, investment planning, compliance and oversight, supplier relationship management, and resource management.

• The ICT Emergency Preparedness and Response Section (EPRS) is responsible for ensuring UNHCR has the capacity, processes, and resources in place to effectively support the Organization’s preparedness for and response to displacement crises.
• The ICT Portfolio Management Office (PMO), utilizes the UNHCR Project Management Life Cycle, to provide a structured process and clear governance model for UNHCR’s ICT projects, enabling their successful delivery while remaining on schedule and within budget. The PMO is the liaison between DIST and the ICT Governance Board, which ensures that ICT project investments are aligned with UNHCR’s operational priorities and Global Strategic Directions.
• The Governance, Risk and Compliance Unit acts is responsible for risk management activities, audit reviews of ICT systems and any follow-up recommendations and action plans. It carries out regular risk analysis and compliance reviews on existing ICT systems, as well as coordinates the development and promulgation of ICT Policies and Guidelines.
•  The Vendor Management and Supply Unit focuses on the contractual aspects of external vendor management, overseeing public tenders for ICT goods and services, the vendor review and negotiation process, and interaction with UNHCR’s legal and supply functions.   It is also responsible for procurement, warehouse, and inventory management, particularly in support of operational emergencies.
• The ICT Solution Engineering Section is focused on optimizing the design, development, implementation and evolution of solutions with significant ICT components and work with the business as well as external service providers to ensure that UNHCR solutions are fit-for-purpose.
• DIST’s Resource Management Unit provides administrative, budgetary, financial, human resources, and supply support functions.

 
The Business Relationship Management Service builds strategic partnerships with Divisions and Regional Bureaux at Headquarters, enhancing use of ICT to improve UNHCR’s efficiency and effectiveness. Through focal points assigned for all Divisions and Regional Bureaux at Headquarters, as well as specific leads for critical application areas, BRMS ensures services provided by DIST are appropriate and effective in meeting the Organization’s ICT needs. 

• Within this Service, the Refugee Systems Section is responsible for delivering, maintaining and improving the portfolio of applications (e.g. proGres, RApp, CashAssist, etc.) that support UNHCR’s direct protection services to refugees, including registration, status determination, and resettlement. 
• The MSRP and RBM Section delivers and maintains applications that support the core corporate functions of Finance, Supply Chain, Enterprise Performance Management, Human Resource Management, Results-Based Management.
• The Collaboration and Communication Section interacts with DIST’s business partners to deliver collaboration, communication and knowledge management systems, including the Intranet, SharePoint, corporate websites and eSAFE.

 
The Customer Support Service is responsible for ensuring that colleagues globally who use ICT equipment and systems to execute their work are provided with the necessary support they require.  It manages external providers to ensure service delivery meets agreed standards.

• Within the Service, the Global Service Desk Unit is responsible for ensuring that all reported ICT incidents are resolved, and that service or product requests raised by the user community are fully addressed. Global Service Desk analysts are available 24/7.
• The ICT Field Operations Section is the direct link between DIST and the ICT workforce in the field.  Regionally-based ICT Officers, a field-based ICT workforce, and managed service providers provide global on-site ICT support services, ensuring that business as usual operations run smoothly.
• The ICT Cross Functional Unit is responsible for a series of functions that span the three DIST services, including change management, asset management, and configuration management.

The ICT Operations Service is responsible for delivering and maintaining UNHCR’s ICT infrastructure that enables provision of all services within DIST’s sphere of operations. Located primarily in Amman, the Service oversees the day-to-day interaction with outsourced service providers through the service delivery management process. 

• Within the Service, the Information Security Section develops and ensures compliance with policies and standards in relation to ICT security for both applications and infrastructure. It also evaluates existing security mechanisms and makes recommendations for improvements or corrective action. 
• The ICT Network and Telecoms Section is responsible for delivery of network services on which all other ICT services rely, including increasing efficiency of internet connectivity and extending its reach to deep-field locations.
• The ICT Platform Section develops and implements common platform services on which UNHCR’s corporate applications can operate, including leveraging the services available through cloud technology.  They manage the data centre hosting arrangements with outsourced service providers (UNICC, SafeHost, etc.) and ensure the agreed service levels are met.
• The End-User Devices Unit is responsible for ensuring efficient delivery of corporate applications through configuring, supporting and defining common standards for infrastructure used by the UNHCR user community, including desktops, laptops, tablets, and other mobile devices globally.

Reporting directly to the Assistant High Commissioner for Protection, the Division for Resilience and Solutions (created by the High Commissioner in 2018 based on the recommendations of the Rapid Organizational Assessment (ROA) brings together a number of functions performed by workforce and teams earlier placed in DIP, DPSM, DER and the CRRF Task Team. DRS seeks to identify solution opportunities for refugees and internally displaced persons, by addressing the underlying causes of displacement, including statelessness. Going beyond the three durable solutions and looking at building resilience for solutions throughout the displacement cycle, DRS addresses the legal, economic, civil, and political constraints to solutions. The new Division combines the features of a traditional structure with a more dynamic, innovative way of collaborating across existing Divisions and Regional Bureaux and interacting with and responding to the needs of operations in the Field.

Additional to a small Office of the Director, there are two services, each under a Deputy Director:

The Technical & Field Support Service with task teams focusing on voluntary repatriation and local integration; livelihoods, self‐reliance and resilience; global compact on refugees and comprehensive responses and education.
The Service supports Regional Bureaux, and by extension, field colleagues in developing viable solutions‐oriented strategies and approaches that take into account context‐specific opportunities and constraints. In particular, this Service builds on the experience of the CRRF team in rolling out UNHCR’s comprehensive approach to responding to both emerging large‐scale refugee populations and protracted refugee situations.
 
The Development of Partnerships, Strategy and Advocacy Service is in charge of research, analytics, and knowledge management to build solutions-oriented strategies and support the partnerships with World Bank and other development actors.
The Service promotes integration of refugees into existing national services and access to local economies, ensuring access to basic rights, fostering self‐reliance and economic interdependence through effective programme design and delivery.  It maintains partnerships with national and development actors, with particular attention to relationships with World Bank and other financial institutions, states and other development actors. The Service is also engaged in advocacy and resource mobilization for host communities and refugees and is responsible for developing solutions strategies and prevention.

Reporting to the Assistant High Commissioner for Operations, the Division of Programme Support and Management leads efforts to strengthen programme quality, capacity and Results-Based Management (RBM), provides analysis to inform management decision-making on resource allocation, sets global strategies, policies and standards, develops practical guidance and tools, and promotes new operational approaches across a wide range of technical areas that are essential for the protection of UNHCR’s persons of concern.

Based in Geneva, Copenhagen GSC and Regional Service Centres in Nairobi and Bangkok, DPSM directly supports field operations through deployments and global technical specialist networks.

Organizational Structure

DPSM consists of three Services, each overseen by a Deputy Director:

The Deputy Director for Integrated Programme Service, responsible for programme and data management through the Integrated Programme Service (IPS);

The Deputy Director based in Copenhagen, providing direction for the Data and Digital Service, consisting of Field Information Coordination Support Section (FICSS) and Identity Management and Registration Section (IMRS). The Deputy Director also oversees the development, deployment, and support of UNHCR’s Population and Identity Management Ecosystem, “PRIMES”;

The Deputy Director for Technical Support, responsible for the Public Health Section (PHS), Shelter and Settlement Section (SSS), and Energy and Environment Unit.
Each Section is headed by a Chief of Section who reports to the respective Deputy Director. The Director of DPSM also provides management direction to Global Cash Operations (GCO) Project, and oversees the inter-divisional Results-Based Management (RBM) Project as the Project Owner under the Deputy High Commissioner’s guidance “Project Sponsor”).

The Office of the Director oversees and provides strategic guidance to the Division and supports the development and implementation of policies and strategies, identifies and coordinates unifying elements and strategies for cross-cutting issues, and coordinates overall operational support for programme management. The Director manages the Division's resources through the Resource Management Unit (RMU), including staffing, programme and administrative budgets, and ensures coordination with other Divisions and Bureaux at the strategic level.

The Integrated Programme Service (IPS), based in Geneva, coordinates programme management and provides strategic direction and guidance on all aspects of operations management. The Service builds global programme management capacity and provides direct support to offices in the Field. IPS is responsible for the programme management tools Global Focus Insight and Focus Client, as well as for the Global Strategic Priorities, and forms part of the Secretariat for the Annual and Mid-Year Programme Reviews.

The Field Information and Coordination Support Section (FICSS), mainly based in Copenhagen Service Centre with liaison positions in Geneva, supports operational data management systems necessary for the planning, management and delivery of UNHCR’s programmes. FICSS ensures UNHCR's co-leadership of the Global Camp Coordination and Camp Management (CCCM) Cluster and hosts the inter-agency Joint IDP Profiling Service (JIPS). The Section sets policies and standards, develops tools and approaches and provides capacity building and direct Field support in the areas of information management, population and operational data, geographical information systems and mapping, statistics, needs assessments and surveys.

The Identity Management and Registration Section (IMRS), based in Copenhagen GSC, strengthens the framework of identity and case management policy and guidance, upgrading related tools and operational approaches. The Section provides technical support and builds capacity in field operations for registration, identity management and case management. It also works with the dedicated DPSM-DIST Project Team to support development and the global deployment of proGres version 4 and the Biometric Identity Management System (BIMS).

The Public Health Section (PHS), based in Geneva, is responsible for policy and standard setting, technical support and guidance, as well as monitoring and evaluation in the areas of Public Health and HIV, Reproductive Health, Water, Sanitation and Hygiene (WASH), and Nutrition and Food Security. The Section works to continuously strengthen its technical networks and plays an important role in emergency response.

The Shelter and Settlement Section (SSS), based in Geneva, provides technical support to enhance UNHCR` s capacity to respond to the shelter needs of refugees and others of concern. SSS supports development of global and country-level shelter strategies, site plans and tools, conducts research and development on innovative shelter solutions, and establishes technical specifications for shelter materials and related core relief items. The Section also ensures UNHCR’s co-leadership of the Global Emergency Shelter Cluster.

The Energy and Environment Unit, based in Geneva, ensures strategy and policy development, as well as support to field operations on durable energy solutions, environment, climate change adaptation and disaster risk reduction.

The Global Cash Operations Project (GCO), based in Geneva, provides overall coordination, guidance and technical support for institutionalizing cash-based interventions in UNHCR and ensuring their expanded and systematic use in field operations. The Section works to adapt policies and procedures, develop guidelines and approaches, and improve tools and systems to strengthen UNHCR’s technical capacity to implement CBIs.