Evlen Abu Jabel, a UNHCR Helpline staff member in Amman, Jordan. Evlen is one of around 12 staff who answer calls from refugees across Jordan, providing legal and protection advice and answering queries about UNHCR services. Staff are trained to listen and resolve refugee issues and if not possible, refer cases on to specialist UNHCR staff members who will follow up with refugee households in question. Since the Helpline expanded to cope with the influx of Syrian refugees in 2012, the team has answered some 250,000 calls. Each individual Helpline operator answers around 150 calls per day and together they answer between 25,000-30,000 calls every month.

Tamara Bakez is a UNHCR Senior Field Assistant in Amman, Jordan. Tamara conducts home visists and follow-up assessments with refugee families. Here Tamara talks with Ahmed and Saadah in their empty family apartment on the outskirts of Amman. The main purpose is to assess vulnerability and to establish if refugee families are eligiable for cash assistance. UNHCR has a very strict criteria for cash assistance and our support is targeted at the most vulnerable families, primarily female headed households or households headed by elederly people. We also look at other protection criteria such as if a family had been tortured in Syria. UNHCR and our partner IRD have conducted more than 170,000 home visits - that means we have visited every single household livin goutside of camps in Jordan - and checked to make sure families are receiving the help and protection they need.

Mazen and Khalid (5 years) collect the family's monthly cash assistance. Every month UNHCR provides them with money to help cover the cost of the exorbitant rent on their tiny, one room flat. Mazen can only collect the money after completing an iris scan. This helps UNHCR to prevent fraud and helps to make sure that the corretc families receive the money they are entitled too. Khalid enjoys the excurision from the small flat to collect the money.