Assistance for Voluntary Return to Syria – Phase 2

This pilot is the second phase of UNHCR’s objective to support Syrian refugees in Jordan who freely choose to return to Syria on a permanent basis. The cash assistance for voluntary return pilot program is only for Syrian refugees registered and currently living in refugee camps (Za’atari Refugee Camp or Azraq Refugee Camp) and fit the eligibility criteria.

If you are living in Za’atari or Azraq Camps and have decided to permanently return to Syria and meet the eligibility criteria, each family member who is returning may receive a one-time cash assistance for voluntary return of JOD 70 to help with immediate return-related expenses, including, transportation, documentation, medication, etc.

The cash assistance for voluntary return pilot is provided to camp-based refugees in Jordan before their departure to Syria. This program is not linked to assistance or reintegration programs in Syria.

Even if you receive the cash assistance for voluntary return of JOD 70 per returning individual in Jordan, you may still be eligible to receive return and reintegration assistance from UNHCR Syria an amount of 400 USD as reintegration assistance once you return to Syria if you meet the eligibility criteria. For more information on assistance programs in Syria, please visit https://syriaishome.org/.

Syrian refugees who are registered with UNHCR in Jordan and residing in Za’atari or Azraq refugee camps and hold valid UNHCR documentation (Proof of Registration that is not expired) and  meet  at least one of the following criteria:

• 1. Families with a person with a disability (PWD).
  2. Families with a member who has a chronic or serious disease.
  3. Female-headed households.
  4. Families with a member over 60 years old.
  5. Large families with 10 or more members.

Before receiving the cash assistance for voluntary return, you are required to attend an interview with UNHCR and receive individual counselling on voluntary repatriation to ensure you fully understand all aspects of this program and  confirm that  the decision is well-informed and voluntary.

If you are living in Zaatari or Azraq refugee camp and fit one of the eligibility criteria, have decided to return to Syria permanently, and would like to apply for this program, you must call UNHCR’s Helpline at 06-4008000 to begin the process and check your eligibility.

When calling the helpline, select the option for Voluntary Repatriation (Option 4 under the protection menu) and follow the instructions to enter your UNHCR Case Number.

Please listen carefully to the messages, as they will provide important information and guide you on how to register your interest in the return program. If you are eligible for the cash assistance for voluntary return pilot, the helpline will inform you accordingly and ask you to answer a

You can reach the helpline for this purpose from Sunday to Thursday between the working hours of 8am to 4pm. We understand that there may be a delay in answering your call due to the volume of calls received on any given day as many refugees are calling the helpline for various reasons. We are doing our best to respond to all calls as quickly as possible. Please be patient.

Yes. If you are registered in Za’atari or Azraq Camp and prefer to return without UNHCR’s support, you can do so by approaching SRAD and following the regular procedures. You are not obliged to enroll in any of UNHCR’s voluntary return assistance programs.

UNHCR strongly encourages families to make the decision to return together. This helps support family unity and can contribute to a smoother reintegration process in Syria.

However, if you are unable to return with your whole family due to personal circumstances, please discuss this with UNHCR during your interview. We will work with you to explore the most appropriate options for your situation and ensure you fully understand any implications or available alternatives.

UNHCR cannot provide cash assistance for voluntary return to families who have chosen to separate in a way that would leave children or vulnerable adults without appropriate care and support.

For refugees residing in Za’atari or Azraq refugee camps who meet the eligibility criteria, the JOD 70 per person cash assistance for voluntary return is given one time to each family member who decides to permanently return to Syria. It is unconditional, which means you can use it however you choose to support your return.

The cash assistance for voluntary return is meant to help with immediate or longer-term needs in Jordan or in Syria:

• Transportation costs for passengers and luggage.
• Preparing documents for travel (including ratification of education, birth, marriage certificates).
• Paying off debts.
• Buying basic supplies before leaving Jordan or upon arriving to Syria.
• Obtaining a stock of needed medicine or assistive devices prior to return.

You are free to use the money in the way that works best for you and your family as you prepare to return.

1. Express Your Interest
   1. If you reside in either Azraq or Zaatari refugee camps and have decided to permanently return to Syria, you can check your eligibility for the cash assistance for voluntary return program by calling UNHCR’s helpline.
   2. The helpline system will immediately confirm if you are eligible for the cash assistance for voluntary return program. Please listen to the automated messages from the helpline as they will provide you further instructions on the next steps.
   3. You must contact UNHCR yourself. UNHCR will not contact refugees first – you must take the first step to show your interest in returning.
      You must apply by calling the UNHCR Helpline (06-4008000) during working hours (Sunday-Thursday, 8am-4pm).

2. Follow the instructions from the helpline
   If you are eligible for the cash assistance for voluntary return program, please follow the prompts from the helpline:
   1. Answer a few automated questions.
   2. You will hear a message confirming that your interest is recorded.

3. Wait for UNHCR to contact you to confirm your interview at UNHCR

   When UNHCR has scheduled your case for an interview, you will receive a phone call or SMS from UNHCR providing a specific date, time, and location for your interview. Your case will be scheduled for an interview based on when you contacted us.

   The call or SMS will be sent to the phone number on your case file. If you change your phone number, please remember to update UNHCR’s records through the Helpline, following the instructions available at https://help.unhcr.org/jordan/en/unhcr-helpline/ .

4. Attend Your Interview with UNHCR
   1. Once you receive a call or SMS with your in-person interview appointment:
      Attend the interview on your scheduled date with all family members who plan to return.

      Bring the following documents for each family member:

      1. Valid UNHCR proof of registration document.
      2. Syrian national ID, passport (if available).
      3. Ministry of Interior (MOI) card.

• Also bring a contact number in Syria where you can be reached after return. This is very important as it allows us to share your information with UNHCR Syria for support and assistance upon return.

  During the interview, UNHCR will:

  1. Explain the return process.
  2. Answer your questions.

• Ask a few questions about your plans and reasons for returning.

5. Confirm Your Decision to Return
   During your interview, UNHCR will ask every adult member of your family who is returning to Syria to confirm their decision to return to Syria is voluntary. We will also ask for your permission to share some key information with UNHCR and partners inside Syria. If you decide to go ahead with the return, every adult member of your family will sign a Voluntary Repatriation Declaration Form confirming your choice to return.

6. Camp Clearance with SRAD
   1. After your interview with UNHCR and IF your case was found eligible for the Cash for Return, your case will be referred to the SRAD Humanitarian Office in your respective camp for clearance.

7. Collect the Cash Assistance for Voluntary Return
   1. SRAD will share a list of refugees who were cleared following UNHCR interview and SRAD clearance. These applicants will have their names submitted to receive the cash assistance for voluntary return of JOD 70 per returning family member through your digital wallet.

      Please note that it may take up to 14 days from the date of your interview with UNHCR for your cash assistance for voluntary return to be available.

   2. You will receive an SMS from UNHCR once the cash assistance for voluntary return is deposited.
   3. You’ll be able to collect the cash through your Digital Wallet.
      1. The cash will be available immediately once transferred. For instructions on how to withdraw the assistance from your digital wallet, please follow the steps in the mobile app.

Please note: Your UNHCR file with UNHCR Jordan will be closed once the cash assistance has been transferred to your digital wallet account, or withdrawn from Cairo Amman Bank (CAB)

8. Make Your Travel Arrangements
   1. After collecting the cash, you have 15 days to depart Jordan and return to Syria.
   2. You must approach SRAD to confirm your date of travel and plan for the hand-over of your shelter prior to departure to obtain your clearance document from SRAD.
      Note: Refugees cannot depart the camp unless they have finished the clearance procedures.

9. Departure from Jordan
   1. UNHCR staff are present at the Jaber Border crossing during working hours Sunday-Thursday should any assistance be required.
   2. If you face any difficulties, please contact UNHCR’s helpline (06-4008000).

UNHCR will not provide transportation for refugees residing in Azraq or Za’atari Camp who receive cash assistance for voluntary return. Refugees who receive cash assistance for voluntary return are expected to organize and coordinate their own travel arrangements (for both passengers and luggage) from the camp to Syria within 15 days of receiving the cash assistance.

The International Organization for Migration (IOM), however, will continue to provide limited busing support in both Azraq and Za’atari refugee camps for a limited time. Your UNHCR interviewer can provide more information during your interview on whether this assistance is available to you and how to enroll.

However, refugees residing in Village 5 of Azraq camp will still receive transportation support from UNHCR and/or IOM, in addition to cash assistance to facilitate the process for refugees given the additional logistical challenges they may face during their return.

Refugees living in host communities are not eligible for voluntary return cash assistance. However, they may contact UNHCR through the Helpline to request transportation assistance.

Yes – you can change your mind about returning at any time before receiving the cash assistance.

If you decide not to return, please call UNHCR’s Helpline at 06-4008000 (general inquires under returns) as soon as possible so we can update your case. This helps us ensure you continue to receive appropriate support and services.

UNHCR is here to support you in making a safe, voluntary, and informed decision that is best for you and your family. You are never under pressure to return.

Please only apply for the program if you are sure of your decision to return to Syria. The cash grant for voluntary return is intended to support those who have made a clear, voluntary, and well-informed decision to return and re-establish their lives in Syria; it is not meant to support those who wish to remain in Jordan.

If you are still uncertain, we encourage you to take more time and speak with UNHCR for advice and information before applying. If you have any questions or concerns, please don’t hesitate to call the Helpline.

No. UNHCR is not promoting returns. Returning to Syria is a major decision that must be made carefully and based on your personal situation and not because support is being offered.
If you have already made a firm and voluntary decision to return, this assistance is simply meant to help you cover essential costs related to the journey as you deem fit. The decision to return is entirely your own.

If you make the decision to return voluntarily to Syria with UNHCR’s cash assistance for voluntary return, your UNHCR file in Jordan will be closed once the cash assistance for voluntary return has been transferred to your digital wallet and you receive a confirmation SMS from UNHCR, or once you withdraw the cash assistance for voluntary return from Cairo Amman Bank (CAB.)

Only individuals who left Jordan with an “Exit and Return Permit” issued by the Ministry of Interior are allowed to apply for the reopening of their file upon their return to Jordan.