Frequently Asked Questions (FAQ) on Retargeting of UNHCR and WFP Assistance in Host Communities (2023)

To better meet the food security and basic needs of vulnerable refugees in Jordan, UNHCR and the World Food Programme (WFP) have agreed to do a joint ‘retargeting’ exercise for their monthly assistance.

As a result, while many families will continue, some families are no longer be included in the monthly assistance, and many poor and vulnerable families will be included who have not received assistance before.

Who is eligible for inclusion in UNHCR and/or WFP assistance?

Only the poorest and most vulnerable families are included in the monthly assistance of both agencies considering you have a valid Asylum Seeker Certificate (form UNHCR) and a valid home visit.

UNHCR and WFP have determined a group of common eligibility criteria that are associated with economic poverty and overall vulnerability of the household. The criteria are identified from both economic analysis and community consultation, where refugees advised on the profiles of households who are in most need. By doing this, both agencies endeavor to ensure the criteria represent the needs of the population to the largest extent.

UNHCR and WFP share most of the criteria, but due to the limited funding, UNHCR is only able to assist less families than WFP. Therefore, UNHCR applies extra vulnerability criteria to identify the families least able to support themselves.

How can I be considered for inclusion in the monthly cash assistance from UNHCR and/or the monthly food assistance from WFP?

All registered refugees in host communities can apply for an appeal online and submit their request before 15 August 2023 (05:00 pm) to be considered for inclusion in the assistance programmes of either or both agencies. Inclusion will depend on your situation, with priority given to the poorest and most vulnerable.

However, for UNHCR or WFP to consider your case (file) for inclusion, you will need to ensure the following:

  • Your Asylum Seeker Certificate is valid and renewed on time.
  • You have a valid home visit assessment conducted on behalf of UNHCR and WFP.
  • All the demographic information of your file is up to date at UNHCR registration centers, including but not limited to new births, deaths in the family, marriages, divorce, and new medical conditions or disabilities, etc.
  • Updated and reachable phone number provided to UNHCR at the renewal appointment or via the UNHCR Helpline (064008000)


How can I know if I am eligible for assistance provided by UNHCR and WFP?

All refugees are notified of any change in the status of their assistance via SMS from (WFP or UNHCR) before the change is made.

For UNHCR cash assistance you can call the UNHCR Helpline (064008000) and select the ‘Cash Assistance’ option from the menu to check your file status for assistance via the automated response system.

  • If you do not have a valid home visit, the automated system will inform you that your file cannot be assessed for cash assistance. You can request a home visit via the automated response system, and a ticket will go to the relevant department to facilitate a visit for you.
  • If you do not have a valid Asylum Seeker Certificate, the automated system will inform you that your file cannot be assessed for cash assistance and will advise you how to book an appointment to renew your Asylum Seeker Certificate.

For WFP food assistance eligibility status, you can contact WFP through the following channels:

  • WFP Facebook page (Food Assistance for Refugees Registered in Jordan).
  • WFP Hotline: 0797778841 – 0797778851.

Helpdesks are available in all governorates, open at specific times and locations that are announced monthly on WFP’s Facebook page

Why was I excluded from receiving WFP and/or UNHCR assistance?

UNHCR and WFP consider the most updated information of your file from the registration data, that you have provided during your last renewal appointment in addition to your home visit assessment.

UNHCR and WFP use an eligibility formula to determine the poorest and most vulnerable families to consider for assistance. Many families are no longer included in the monthly assistance, but UNHCR and WFP have included many poor and vulnerable families who have not received assistance before.

Please keep in mind that humanitarian assistance is not permanent, it is for a limited amount of time, based on your vulnerabilities, prioritization of other families, and availability of funds. Therefore, we encourage families to find other means to support themselves. To view available opportunities for refugees in Jordan:

How can I appeal the exclusion or reduction of assistance from WFP and/or exclusion from UNHCR?

Please appeal online before 15 August 2023 (05:00 pm) using the link in the message if you received an SMS informing you of exclusion from assistance from one or both agencies, or if your level of assistance was reduced by WFP.

You may also contact any of the agencies UNHCR and WFP if you have any technical issues using the form only through below channels:

UNHCR Helpline: 064008000.

WFP official channels:

  • WFP Facebook page (Food Assistance for Refugees Registered in Jordan)
  • WFP Hotline: 0797778841 – 0797778851.
  • The Helpdesks are available in all governorates at specific times and locations that are announced monthly on WFP’s Facebook page.

You do not need to approach UNHCR or WFP to appeal if you have already filled out the link online as they will not be able to assist you.

Only for those cases unable to fill the link, UNHCR and WFP staff can provide support in filling out the link at the Helpdesks or through the hotlines.

Once your appeal has been submitted, the system will show a message confirming it has been received. If you use the appeal link again, when you enter your information, a message will inform you that your appeal request has already been filled.

You don’t need to appeal to both agencies. All appeals raised to either agency are processed by both agencies, and the result will be communicated to you separately by each agency.

Why I was excluded from UNHCR assistance, but the WFP assistance continued?

UNHCR and the World Food Programme aim to support as many refugees as possible, but each organization has a different purpose of assistance and a limit on the number of families it can assist according to available funds.

UNHCR and the World Food Programme share criteria for inclusion, but each organization has additional criteria they add. UNHCR applies more criteria and so fewer families receive UNHCR assistance than receive WFP assistance.

What is the appeal review process?

UNHCR and WFP will jointly review the information you have provided in the online appeal form.

If you reported changes in your family situation which are not reflected in your file, the registration team will contact you for an appointment to update your information.

If you reported changes in your address or living conditions our partner, Mindset will contact you to arrange a call or in-person home visit to assess your changed situation.

Each agency will assess your eligibility for inclusion based on the updated information according to their respective criteria, with priority for assistance given to the poorest and most vulnerable refugees. The appeal results will be then sent to you separately from each agency by SMS to the primary phone number you provided on the appeal form.

What information is used to determine my eligibility?

After you appeal for inclusion in assistance, UNHCR and WFP use the information in your home visit assessment, in addition to your registration details to update the knowledge of your vulnerability and review your eligibility for assistance with UNHCR and WFP.

Depending on your situation, you might be contacted to arrange a home visit assessment. The assessment might be a short phone call or might be a longer in-person visit to where you live.

  • The home visit collects information related to your vulnerability across multiple aspects including living conditions, health, livelihood, and financial situation.
  • The home visit phone assessment call might last around 20 minutes, but an in-person home visit can take up to 45 minutes and so will be arranged in advance. All family members registered on the file must be present during the in-person home visit.
  • Please ensure that your phone number is updated so that our partner can contact you to schedule a visit.
  • If you were unreachable by phone or refused the visit, your appeal will not be processed, and your file will not be considered for the assistance.

How long will it take for my appeal to be considered?

We will review all appeals received as quickly as we can, but we cannot have a specific timeline as it depends on the number of appeals received.

The review duration will also be affected by how long it takes to complete a home visit if needed and to update the information in your registration file if needed. Therefore, it might take a few months before you receive the result of your appeal.

If your appeal is successful, you will then be added in the next rounds of periodic inclusions. You will be informed about this change via an SMS.

I have submitted an appeal regarding my exclusion or change in the level of assistance; how can I know the result?

After you submit an appeal in the online system, a pop-up message will appear confirming the receipt of the appeal.

Once the review and evaluation of your appeal is finalized, you will receive an SMS from each agency with the result.

I have received the result of the appeal and I’m not eligible for receiving the assistance anymore, can I re-submit another appeal? When?

You cannot appeal a second time in the same appeal cycle or after the current appeal cycle is closed. However, inclusion into assistance will be reviewed again later in the year by both agencies, and a new appeal window will open.

Can I be eligible for any other assistance from UNHCR?

Please be aware that cash assistance is not a long-term solution. We encourage all refugees to explore other available opportunities, training, and jobs to become self-reliant and secure an income. To view the available opportunities for refugees in Jordan: