Cash Assistance

Multipurpose Cash Assistance: cash for basic needs provided either regularly on bi-monthly basis or one-off during the winter months (winterization grant) to the most vulnerable registered refugees and asylum seekers, according to the results of the vulnerability assessments.
Other cash grants: such as livelihood and cash for education are provided as once-off following sectoral criteria applied by UNHCR and other relevant partners (such as the Catholic Relief Services).

Note that not every registered refugee has the right to receive a cash assistance. Cash assistance is provided to the most vulnerable refugees based on specific eligibility criteria.

As a first step you must register yourself and your family with UNHCR in Egypt. If you already have your UNHCR card you covered this step already.

Based on information you provided to UNHCR during the registration, UNHCR will be able to determine your eligibility for cash assistance. If further information is needed, UNHCR will refer your case to Caritas for a vulnerability assessment interview.

You may contact Caritas Basic Needs directly to schedule an appointment for the assessment interview in case you have not made any vulnerability assessment interview before, or if there was a significant change to your financial situation (such as loss of main source of income) since the last assessment interview. Due to the large number of people requesting support, please book an appointment for a vulnerability assessment interview with Caritas Basic Needs. Caritas may not have room to serve you if you approach their offices without an appointment. Please note that completing the interview does not mean you will be automatically included to cash assistance. Also note that Caritas Basic Needs is responsible only for data collection through interview and providing you with important information, feedback and response mechanism for cash assistance. Caritas does not make any decisions related to cash eligibility. UNHCR is the final decision maker for both initial and appeal decisions related to cash assistance. If you are found eligible to receive cash assistance UNHCR will notify you via SMS to the phone number registered by you at UNHCR.

UNHCR relies on multiple sources of information to reach eligibility decisions related to cash assistance. Information used for selection includes the information recorded during your registration with UNHCR and at times interview conducted by Caritas staff as well as other information recorded. The decision takes into consideration several factors like: financial, well-being and risk profiles. Variables including refugee/asylum-seeker’s age, place of residence, number of family members, education level, financial status, access to other assistance, specific needs, medical status among others are considered. Each refugee and asylum seeker’s profile is compared against other refugees and asylum-seekers registered with UNHCR and the one who is more financially vulnerable and has higher risk profiles is selected. Any eligibility decisions related to cash does not deny or enhance access to other assistance programs.

Please do not trust anyone who claims to be able to directly add you to the list of beneficiaries in exchange of money or claims to know the reasons of prioritization of cases. UNHCR is working to ensure that the right families which are most in need are selected for cash assistance. All UNHCR services are free of charge.

The eligibility process and determination is automated using desk formula and no human intervention is possible. UNHCR is the final decision maker related to inclusion to cash assistance.

If you are found eligible to receive cash assistance UNHCR will notify you via SMS to the phone number you provided to UNHCR registration staff or UNHCR Infoline. The SMS will include details on how to collect assistance (where to collect assistance, who and what documents (if any) you will need to show to verify your identity), as well as the deadline for receiving the cash assistance, You may also receive follow up call from Caritas staff. Please make sure you keep your contact information up to date with UNHCR, so we are able to reach you. If you change your telephone number, please make sure to inform us via UNHCR Infoline .

For any inquiries, feedback, and complaints concerning cash assistance provided by UNHCR, please contact our partner Caritas- Basic Needs project on the below phone numbers. Caritas will respond to all your inquiries, provide you with required information and take any necessary actions, if required.

Caritas Greater Cairo:

• Working days and operating hours
  Monday – Friday: 8:30 am – 3:30 pm. Closed on Saturday & Sunday
• Contact numbers (Infoline numbers): 15946

Caritas Alexandria:

• Working days and operating hours
  Monday – Saturday: 9:00 am  – 3:30 pm. Closed on Friday & Sunday.
• Contact numbers (Infoline numbers):15946

Caritas Damietta:

• Working days and operating hours
  Sunday – Thursday: 9:00 am  – 3:30 pm . Closed on Friday & Saturday.
• Contact numbers (Infoline numbers):15946

Due to the current pandemic situation, and as a safety precaution, most of the interviews will be conducted via telephone and in limited cases Caritas premises either in Nasr City, 6 October, Alexandria or Damietta, however some interviews may take place at your home. Families will be informed in advance of the date and time of interview, and of any documents that will be needed during the phone interview.

All Caritas staff will start the phone interview by introducing themselves, their occupation in Caritas and the purpose of the call. They will also review your registration information with you to confirm that they are indeed Caritas staff. During the interview, a questionnaire will be filled out with you.

The interview will take around one hour, depending on the family size.

1. Please make sure your updated mobile number is known to UNHCR. Contact UNHCR Infoline in case you have changed your telephone number.
2. Furthermore, please have your UNHCR identification documents for all your family members ready.
3. In case of an “in office” or “home-based interview” you will be asked to show any documentation you may have, such as rental agreements, bills (electricity and gas), medical reports, etc.
4. In case of a home-based interview, you will be asked to allow data collectors to view different areas of your place of residence.

The principal applicant as registered with UNHCR must fill the interview questionnaire with the data collector, s/he will be responsible to provide accurate information on all members registered on his/her file and will be required to present their IDs before the interview. If a home visit was required for the interview, all members are encouraged to attend the interview and fill their data with the interviewer directly.

Non-registered families will not be included in these interviews.

Yes. If you need to reschedule your appointment, please inform Caritas with at least two days advance notice. You can reschedule by calling these phone numbers:
All governorates: 15946

Please note that these numbers are for rescheduling only.
If Caritas is not informed of a cancelation in advance, there will be delays and you may not be contacted until the following month.

In case you are selected to receive cash assistance, UNHCR will send you an SMS with the details on how you can collect your cash assistance.

Please contact Caritas with your concerns. If you can, ensure to provide the name of the data collector/interviewer with whom you have concerns.

UNHCR services are free of charge. Do not pay for the interview and report the incident to UNHCR Infoline immediately.

We ask you not to deal with anyone claiming to provide or expedite any of UNHCR services and to report the incident as a case of fraud to: [email protected]

UNHCR will send you an SMS with your cash assistance amount.

UNHCR provides cash assistance based on a scale that takes your family composition into consideration. The amount you get may change due to changes in your family composition and available funding.

The cash assistance is provided only for limited period (up to one year) and is subject to renewal based on continued vulnerability and availability of funds. UNHCR will send a text message (SMS) to your phone that is registered at UNHCR indicating the duration of your cash assistance.

UNHCR will send you an SMS with your cash assistance duration on the telephone number registered at UNHCR. If your assistance is stopped unexpectedly and you did not receive a text message with the assistance end date, please contact Caritas Basic Needs.

You can collect your cash assistance at any post office in Egypt. In case you were notified with an IRIS enabled cash collection, you will be required to approach an IRIS enabled post office noted in the SMS which is the nearest to your registered address. You can also approach any other iris-enabled post office to collect your cash. (A list of Iris enabled post offices can be found through this page)

You can know this information through the notification SMS you will receive from UNHCR. If you are to receive the cash assistance through Iris scan, this will be clarified in the SMS. Also, a hyperlink to the list of iris-enabled post offices will be provided in the SMS.

Otherwise, and if the SMS does not mention that you are iris-enabled, then you can receive your cash assistance from any post office branch all over Egypt using your UNHCR card.

A sample of the SMS you will receive is demonstrated below:

Iris-Enabled Cash Collection:

[NAME] [Case ID] will receive cash assistance of [VALUE] through IRIS scan from [Egyptian Post Office] by [END DATE]. To find the nearest Iris-Enabled Egypt Post Office please check [URL].

Non-Iris Cash Collection:

[NAME] [Case ID] will receive cash assistance of [VALUE] through Egypt post office by [END DATE]. Follow this link to find the nearest Post Office [URL].

If you are still unsure whether you should receive your assistance through iris-scanning, please contact Caritas hotline and they will provide you with the necessary information.

All governorates: 15946

You may be asked to either

• Present your UNHCR Identification/ card at the cashier in the post office. The post office will review your photo, case number and name. then, you will receive the cash assistance. The procedure is the same at all post- offices.

OR

• Scan your Iris on the iris scanners at the post office. If your iris scan matches with UNHCR records, you will receive the cash assistance. Without the need to present your UNHCR card.

Please make sure to hold the iris-scanner on the same level with your eyes, not downward, and that you look straight into the iris-scanner with your eyes wide open, to ensure a correct recognition of your eyes.

Please ensure you are following SMS instructions and remember:

• Only principal applicant on the case indicated in SMS can collect assistance. No one else can collect the cash assistance on behalf of the principal applicant.
• Ensure you collect assistance before cash-out deadline.
• At the post office, ensure that you hold the iris-scanner on the same level with your eyes, and that your eyes are wide open and directly looking at the scanner while your iris is being scanned.
• Approach different iris-enabled post offices

If the problem is not solved after following all the above, please contact Caritas Basic Needs to record your complaint in the system. This is a very important step. Without the formal complaint at Caritas Basic Needs UNHCR will not be able to address the issue effectively. A counselor from Caritas will discuss and help you solve the problem and will also record your complaint on the system. UNHCR will investigate the causes of your and If it is found that you followed the above steps, UNHCR will re-imburse the due cash assistance within 60 days from the cash out deadline. You will be notified by SMS when, where, how you can collect your assistance.
Please note that all complaints related to UNHCR cash assistance must be recorded via Caritas Basic Needs. They are not recorded at UNHCR Offices.

The post office will provide you with your cash assistance even though your document is expired. This is an exception due to the current COVID-19 situation.
If the problem persists, please contact Caritas hotline and they will help you with that issue.

All governorates: 15946

UNHCR is keen to give refugees and asylum-seekers enough time to cash the grant. Therefore, UNHCR usually extends the collection period over 15 days. The exact time period will be communicated to eligible refugees and asylum-seekers in the text message sent by UNHCR, so please approach the nearest post office before the end of the collection period.

If you suffer from visual impairment or eye problems such as cataracts or other conditions that might lead to iris recognition failure, please make sure to report this to Caritas and your collection method will be amended. You will receive another SMS notifying you of the new time period for cash assistance with your UNHCR card.

The principal applicant as registered with UNHCR receives the cash assistance on behalf of the family. Unless, the head of family decides to delegate another individual within the case to receive funds on his/her behalf. In order to delegate someone within your case to collect cash assistance on your behalf, please contact Caritas to fill and sign a delegation request.

Please contact Caritas to report the issue and they will take you through the process. You will be expected to fill out a standard form that indicates your approval to nominate someone else that has the same UNHCR case number to receive your cash assistance. The procedures are set out to safeguard your entitlements. Your cooperation is needed.

Although the cash assistance that the principle beneficiary receive is meant to benefit the whole family, UNHCR does not interfere in family conflicts/disagreements to determine who the head of family is and who collects the cash assistance on your behalf. We encourage you to engage together as a family and try to seek a solution to this disagreement.

Please notify UNHCR of this change in family composition. You will be redirected to book a registration appointment to make sure the right composition of your family is rightly reflected on UNHCR database.

SMS is the main communication method between UNHCR and you, through the phone number you provided to UNHCR. Please make sure that all your contact information is updated with UNHCR. Contact UNHCR Infoline in case you have changed your telephone number.

No. Cash assistance is available at the post office until the deadline indicated in SMS.

Please make sure you collect the cash assistance on time. At the end of the collection period UNHCR reclaims the cash assistance.

Please call Caritas Basic Needs Infoline in case you face any problem. Caritas counselors will provide you with the suitable advice and will take any required actions. (Please do so as early as possible before the deadline to be able to troubleshoot your problem/ solve your problem in a timely manner).

Please note that ALL  inquiries and complaints related to UNHCR cash assistance must be recorded via Caritas Basic Needs. They are not recorded at UNHCR Offices. Without the formal complaint at Caritas Basic needs UNHCR will not be able to address your issue effectively.

Eligibility and reimbursements decisions taken by UNHCR will be directly communicated to you through SMS (you may also receive follow up call from Caritas). Therefore it is important to keep your telephone number up to date.

You can submit a request to cancel/revoke your nomination of an alternative collector to Caritas. Your application will be reviewed, and a decision will be made on your request.

If you fail to collect the cash assistance, you may be contacted over your phone by UNHCR or a partner and asked to indicate if you are facing any problems receiving the assistance. If you do not collect the cash assistance for three consecutive distribution cycles, your case will be removed from the cash list and another vulnerable family will be added in your place. Please make sure to contact Caritas Infoline whenever you face any situation that prevents you from collecting your cash assistance.

Periodically UNHCR randomly selects groups of refugees on cash assistance to collect views about the cash assistance program using authorized third-party monitoring company called “SAGACI”.

Please be open in your responses as they help UNHCR and Partners improve services offered to refugees. The survey does not affect your eligibility to receive cash assistance. All monitoring surveys are optional and will NOT affect your assistance, the responses you provide will be treated with strict confidentiality.
SAGACI employees will use one of the following numbers, we ask you to cooperate with the caller ONLY if they’re calling using one of these numbers:

UNHCR continuously reviews the data of the registered families in Egypt. Every three months, a number of families are included/ re-included for cash assistance based on the analysis of the collected data. If your situation has been changed significantly within three months following the last assessment/interview (such as loss of main source of income) please contact Caritas for an appointment indicating your reasons. Your request will be reviewed by UNHCR and you may be contacted by Caritas to undergo another interview.

UNHCR continuously reviews the data of the registered families in Egypt. Every three months, a number of families are included/ re-included for cash assistance based on the analysis of the collected data. If you have strong reasons to believe you are very vulnerable and qualify for cash assistance, please contact Caritas for an appointment to submit an appeal against the exclusion decision. Your request will be reviewed by UNHCR, and you will receive SMS from UNHCR in case if you are re-included to the cash assistance.

If you believe that any humanitarian staff did not behave in a professional manner during your interactions, you can pursue any of the following actions:

1. Request an appointment with a counsellor to discuss your concerns
2. Submit a written complaint and drop it at UNHCR’s complaint boxes;
3. Deliver a written complaint to UNHCR staff during outreach visits to your location;
4. Send an email with your complaint to: [email protected]

Anonymous complaints will not be processed. You must indicate your name, case number and contact information. Please be assured that your identity will not be shared further without your consent. Please be assured that your complaint will not affect your assistance in any way. Please note above channels are only used if you have a complaint about UNHCR/Caritas staff and not about inquiries about inclusion to cash assistance or general information.

The process is voluntary and data collection will not be conducted without your consent. Exceptions to remote phone interviews will be applied to the following individuals, who will be prioritized for office-based interviews while taking necessary precautionary measures:

• Individuals with partial disabilities such as speech/hearing impairment, which would adversely impact their interviews if conducted over the phone.
• Individuals at heightened risk who express inability (due to safety and/or confidentiality concerns) to conduct the interviews from their current place of residence.

• Expired UNHCR documents will be considered valid as long as the case is not closed or deactivated. In case you face any problems, please inform UNHCR via our Infoline or [email protected] .

All Caritas staff start the phone/Signal interview by introducing themselves, their occupation in Caritas and the purpose of the call. They will also review your registration information with you to confirm that they are indeed Caritas staff.

• Your interviewer will call you from one of the following phone numbers only:
  01129880808 / 01129876688 / 01129880010 / 01129880040 / 01129880030 / 01129880404 / 01129880559 / 01129880882 / 01129881123 / 01129881138 / 01129881153 / 01129880440 / 01129880070 / 01129881161 / 01129878833 / 01129880554 / 01129884423 / 01143866769 / 01125404701 / 01125404703 / 01128766784 / 01128770785
• Please note that these numbers cannot receive any calls. If you need to contact Caritas, please use the Hotline number designed to receive calls from all governorates: 15946.
• You can make sure you are scheduled for a vulnerability assessment by calling our Infoline during the regular working hours.

Signal application is a messaging app, just like WhatsApp, Telegram or iMessage, but one that offers security and keeps minimal information about its users.

• Go to the App Store on iPhone or Play Store on Android and search for Signal
• Download Signal on your smartphone (your phone must have iOS 10.0+ or Android 4.4+).
• You need to know the phone number of the person you want to communicate with.
• That person must also have a Signal account.
• Both phones need an active internet connection.

In case you were not able to follow the mentioned steps, your interviewer can assist you prior to the interview.

For more information about the signal application, please visit this link: https://support.signal.org/hc/en-us

Requested documents can be transferred through the Signal application. Under very limited circumstances, documents can be handed physically by taking all necessary precautions in advance including wearing a mask and gloves.

• Cases with appointments scheduled before Covid-19;
• Cases identified by UNHCR protection either for interim cash support or fast track assessment;
• Cases requesting new assessments with no assessments conducted in years 2019/20;
• Cases whose assistance/eligibility decisions are about to expire.

You will no longer be able to collect your entitled cash assistance in the following circumstances:

• You have voluntarily closed your file with UNHCR
• Inactive-/closed records by UNHCR
• Failure to collect cash assistance for three consecutive months without providing valid reasons.