The Registration and Identity Management Officer¹ plays a central role in the planning of the information campaign, including achieving agreement with management, protection and other relevant functional units on the key process, technical and logistical aspects that will be later developed and nuanced through consultation.

Once the key elements of the activity have been approved and confirmed, the Registration and Identity Management Officer should establish a timeframe for the planning phase and implementation phase of the information campaign.

1 Here as throughout, “Registration and Identity Management Officer” denotes the staff member responsible for registration, which may be the Protection Officer where no Registration and Identity Management Officer position exists in the operation.

The Registration and Identity Management Officer may also consider developing standardized messages for staff to refer to in the event they are asked registration-related questions in the course of their interactions with the refugee population. Furthermore, depending on the presence of other actors in the operational context, it may be useful to conduct an information briefing with partners in order to promote a harmonized communications approach between UNHCR, the host government and other partners in relation to the registration activity.

Once key messages have been developed and translated, it is critical to test all information products with men, women, boys and girls in the target population prior to deploying them in the information campaign. No presumptions should be made about how clear the information products are.  Ask different people within the target audiences how they have understood information products targeted to them, making sure that no supplementary information is required in order to fully comprehend the messages. Ensure the language and images are perceived as neutral, respectful and reassuring.

The information campaign⁶ should be nuanced and respond to the diversity of information needs identified during consultations. At the same time, the Registration and Identity Management Officer needs to ensure that everyone has access to the same essential information about the registration process and its implications, in order to safeguard the principles of voluntary participation, informed consent and data subject’s right to information. The following list covers the main areas to be communicated in this regard, as appropriate, depending on the activity and operational context in question.

6 To be developed in consultation with relevant functional units as appropriate e.g. the Child Protection Unit on messaging relevant to children, the Protection Unit on messaging related to legal framework, specific needs and so forth.

Introduction to UNHCR

• Where appropriate, provide introductory/general information on UNHCR’s role, ethics and services.

What is registration?

• What does registration mean? Explain the process of registration and its protection purpose in the specific context, i.e. documentation, assistance and solutions.
• What benefits are associated with registration? Describe the links between registration and protection/assistance in the particular operational context. For example, what document(s) will be issued, what rights the documentation allows access to (e.g. protection from refoulement, education, labour market, SIM cards, banking and mobile financial service providers, targeted assistance).
• Who conducts registration? Explain the role of the host government and UNHCR; in the case of registration conducted by partners, make clear that partners are working on behalf of UNHCR.
• Registration is voluntary. Explain that registration is not obligatory. Those who elect not to be registered may, however, face barriers to accessing protection, assistance and solutions. Mention the specific risk of refoulement, if applicable.
• Registration and related activities are free of charge. Emphasize that no one should pay money or provide favours or services in exchange for registration-related activities.

What is a registration group?

• How is a registration group to be formed? Explain who should register together in a registration group (often context-specific), for example, nuclear family members, extended family members or certain non-blood relations as well? Advise whether an individual can choose to register alone or if he/she should register as a member of his/her family.
• What is a registration group focal point? Explain this person has no particular role or responsibility in the group, it is necessary only to give visibility to the relationships within that registration group.
• Explain how individuals should present themselves if their registration group has changed since last contact (marriage, divorce, etc.). There may be a variety of context-specific scenarios and questions in this regard that should be addressed in detail.

Pre-conditions for being registered:

• Who is to be registered (i.e. what is the admissibility criteria)? Clearly articulate who the target population is and the reasons for any restriction e.g. requirements of the host government, operational reasons necessitating that other groups be registered during a separate exercise, etc.
• What happens to those who do not meet pre-conditions for being registered? Information related to this question may be context-specific. Generally, the only individuals not admitted to registration procedures are fighters and host country nationals (see: admissibility criteria). Provide further information, depending on context, including that the family members of fighters may still register, etc. Indicate whether host country nationals need to present for registration with their refugee family members.
• Only individuals seeking international protection outside their country of origin may access registration with UNHCR, therefore host communities should be reminded that they cannot register as refugees. Information about assistance programmes for host communities must be very clear so that people know they will not be left behind by not registering.

Access to registration location, opening hours and scheduling:

• What is the start and end date of the exercise and daily opening hours?
• Where are the registration locations? In non-camp settings, produce a simple map/ illustration of registration locations using show well-known landmarks.
• What are the means through which individuals can request registration interview appointments?
• How will camp-based refugees be scheduled and how will they be informed of their interview date?
• Explain important features of the registration location e.g. existence of child-friendly areas, what will be provided for individuals in terms of water, protection from elements, toilets, the possibility to cook/buy/ eat meals, separate waiting areas for men and women, if applicable, etc.

Procedures for absentees and others:

• What, if any, measures will be in place for individuals who cannot come to the registration point due to illness, specific needs or other valid reason? Indicate plans for provision of transport, home visits, mobile registration, etc.
• What allowances will be made for those who do not attend the registration on the day they are scheduled? Explain grace period, and how to register following this period.
• If applicable, explain registration process for persons in detention. Address other context-specific scenarios such as students studying in other locations, individuals in hospitals or clinics, etc.

The basic steps in registering:

• Explain that all individuals in a registration group should present themselves together at the registration activity. Inform individuals about what they should do if this is not feasible i.e. Available members should still present for registration, members of the registration group who cannot attend registration will be able to register later, see procedures for absentees and others.
• Clearly explain alternative procedures for persons with specific needs. Indicate what kind of specific needs may be relevant in this context and how concerned individuals may make themselves known in order to benefit from prioritized processing.
• Indicate what documents individuals should bring.
• Indicate the key steps in the process, including registration interview, potential use of an interpreter, identification of specific needs, biometric enrolment, documentation issuance.
• Specify whether individuals will be interviewed individually or together. If interviewed together, indicate that persons can speak privately to UNHCR staff upon request.
• Clearly explain the purpose, benefits and process of biometric enrolment.
• Advise how long each registration should take. Provide a visual map of the process to facilitate an understanding of the number of steps involved and the time required.
• What will individuals receive at the end? Documentation, vaccination, distributions, etc.

Confidentiality, data protection and consent

• Confirm that all personal data collected will be stored confidentially by UNHCR.
• If applicable, inform individuals that basic bio-data will be shared with the host government.
• Confirm that personal data will not be accessible to country of origin governments without the express consent of individuals concerned.
• Explain that UNHCR may request consent from individuals to share their personal data with partners for the purposes of protection, assistance and solutions interventions. Individuals may refuse consent to share personal data with partners. Explain any impact this may have on access to assistance or other intervention.

Refugee Status Determination (RSD)

• Depending on the operational context, it may be necessary to provide information about the RSD procedure and how it is related to the registration process.

Complaint mechanism:

• Explain how individuals can access a confidential mechanism for communicating complaints relating to misconduct by staff or others during the registration process, including requests for payment, favours or services. Explain the mechanism emphasizing its confidentiality, provide information about how complaints will be dealt with and by whom, and whether and through what means individuals can expect to receive individual feedback.
• Explain how individuals can report other difficulties in accessing registration procedures.

Anti-Fraud message

• Recall the obligation of all individuals to provide truthful, complete information at all stages of the process.
• Recall the potential consequences of failing to provide truthful and complete information to UNHCR, which may include case processing delays and/or ineligibility for certain benefits or solutions.
• Define fraud in accessible language and provide examples of the main types of registration fraud. Fraud related to identity (e.g. providing false identity data, multiple registrations); misrepresentation of personal circumstances (e.g. specific needs, socio-economic circumstances); family composition (adding or concealing persons or misrepresenting family relationships); documentation (e.g. presenting false ID documents as true, fraudulent use of UNHCR or joint UNHCR/Government-issued identity or assistance documentation).
• Recall that certain initial representations are rendered permanent through biometric enrolment. Explain how individuals can correct information provided at registration which they later realize was erroneous or inaccurate.
• Recall that citizens of the host community  are not admitted to registration. Doing so in a fraudulent manner can lead to a range of unintended consequences in terms of accessing rights as a citizen, and can create a risk of statelessness.

How to obtain further information or clarification

• Indicate the time and place of future information meetings on registration processes as well as opportunities for “Q and A” and individual counselling.
• Explain the main communication channels in use.

Below is a table of communication methodologies commonly used in UNHCR operations. Be sure the communication channels selected make full use of existing networks. In particular:

→ Collaborate with refugee outreach volunteers and others who can be trusted to relay accurate information to their respective communities. These individuals must be carefully briefed beforehand to ensure their own questions are answered and any uncertainties clarified. Effective community focal points play a critical role in informing their communities, answering questions, encouraging participation and reining in unrealistic expectations. Follow-up meetings between UNHCR staff and focal points are indispensable for feedback relating to what they see and hear in the community, as well as the sharing of revised, updated or last-minute information.

→ Work directly with existing refugee organizations including community leaders, local religious figures and refugee committees to ensure they understand key aspects of the information campaign and are transmitting accurate information to their communities.

→ The information campaign should target the informal networks and meeting points used by different refugee groups, such as schools and other child-friendly spaces, health care structures, workplaces, local community centres and religious institutions, in order to promote the sharing of information via everyday social exchanges.

→ Host communities and organizations⁷  offer critical support to asylum-seekers and refugees in many contexts, and should be involved in the relaying of messages as appropriate.

7 Such as LGBTI organizations.

Information is typically transmitted within a community through word-of-mouth, and the spread of incorrect information or rumor can be swift and far-reaching. It is essential, therefore, to closely monitor how the information campaign is being interpreted by the target population. This is often done best through the mobilization of trained volunteers and trusted community focal points who can report rumors and uncertainties to UNHCR as well as address misinformation or confusion they come across within their communities. This does not, however, replace the need for staff to be present in the different communities – listening to concerns, answering questions and reinforcing key messages.

Some information products may on occasion need to be revised or adjusted based on feedback, observations and monitoring, for example, to address critical questions or unforeseen concerns that emerge from the different communities. The information campaign may or may not need to carry on throughout the registration activity itself; this too can be determined based on monitoring the campaign as well as evaluating the level of participation in the registration activity and the presence of any unforeseen problems or confusion during the registration process.

8 Free communication applications such as WhatsApp can be highly vulnerable to fraud and misuse. Operations should seek advice from the data protection focal point and Senior Regional Registration and Identity Management Officer when considering such methods.