Information for refugees on UNHCR Remote Resettlement procedures
With the aim to protect the health of refugees and UNHCR staff, and in line with social distancing requirements established by the Government of Jordan, most of UNHCR services will continue being carried out remotely by telephone.
Please remember, that all UNHCR services, including resettlement, are free. If you have any complaints on issues related to fraud, please send an email to [email protected]. If you have any complaints on the conduct of UNHCR staff, please send an email directly to the head office in Geneva at [email protected].
If your case is identified for resettlement you will receive a phone call from the resettlement scheduling team. You will be invited to undertake an initial identification interview with a UNHCR staff member by telephone. If your case meets the eligibility criteria after the initial interview, you will be contacted again, and your case will be scheduled for a resettlement interview also by telephone.
For very exceptional situations, and when the situation allows, interviews may be scheduled at UNHCR’s offices strictly by appointment only. Refugees who have not received an advance appointment will not be allowed to enter UNHCR premises.
How can I be sure that UNHCR is contacting me for resettlement purposes?
UNHCR resettlement team will only call you using the UNHCR telephone number 064007000. If you receive an SMS form the resettlement team, the sender ID should show as ‘UNHCR’. If you receive a phone call from any other phone number claiming to be UNHCR resettlement, it may be a fraudster and should be reported to UNHCR. For details on reporting, please visit the “Reporting Fraud, Exploitation or Abuse” page on the Help site.
At the start of the phone call, the UNHCR staff member will introduce her/himself and brief you on the purpose of the interview/call. In order to verify your identity and ensure that UNHCR is speaking with the correct person, you will be asked some questions related to existing details on your file. You will also be asked to send a photograph of you and your family to the UNHCR caseworker, who will compare the photograph with that available on the UNHCR database.
During remote resettlement interviews, you may also be asked to share documents with a UNHCR staff member using an application on your phone. UNHCR will contact you to update you at each stage of your resettlement case. For quality assurance reasons please note that all Resettlement phone calls with refugees are recorded.
What are the steps of the remote resettlement process?
Step 1. Scheduling Phone Call
You will receive a phone call from UNHCR number 064007000 informing you that your case has been identified for resettlement. UNHCR will verify your identity through questions related to existing details on your file.
You will be asked if you are willing to be considered for resettlement. If your case meets the required criteria, the scheduler will inform you about the date and time of your initial phone interview.
Step 2. Initial Interview
You will receive a phone call from UNHCR number 064007000. UNHCR will verify your identity through questions related to existing details on your file, and you will be asked to send a photograph of yourself with your family members so that UNHCR can be sure they are speaking with the correct family.
During this phone call a UNHCR interviewer will counsel you on resettlement and conduct an initial brief interview with you and all adult family members registered in your case to assess your eligibility for resettlement.
Step 3. Second Scheduling Phone Call
If your case meets eligibility criteria after the initial interview, you will receive a phone call from UNHCR number 064007000 to schedule your resettlement interview. UNHCR will verify your identity through questions related to existing details on your file.
The majority of resettlement interviews take place by phone. If you are invited to UNHCR’s premises for your resettlement interview, the scheduler will inform you of the date and time of your appointment. Those without an appointment will not be admitted to UNHCR’s premises.
Step 4. Resettlement Interview
For remote resettlement interviews (by phone), you will receive a call from a UNHCR staff member from number 064007000. UNHCR will verify your identity through questions related to existing details on your file, and you will be asked to send a photograph of yourself with your family members so that UNHCR can be sure they are speaking with the correct family.
During the remote interview (by phone), the UNHCR staff member will counsel you on resettlement procedures and gather the necessary information required for your resettlement case. Please try to ensure that you are in a confidential environment for this interview so that you can answer questions and share information.
If you are given an appointment to visit one of UNHCR’s premises for your resettlement interview, procedures will be followed to ensure safe physical distancing, and your interview will be conducted with a staff member by video call.
Step 5: Resettlement Submission
After the resettlement interview, your case will be reviewed, and if your case is submitted to a resettlement country you will be informed through SMS.
How can I contact UNHCR and get an update on the status of my resettlement case?
If you have already been interviewed for resettlement and have questions or would like to share information with UNHCR about your case, please send an e-mail to the address [email protected].
UNHCR will contact you using the UNHCR phone line or by SMS to update you of any progress or new information related to your case.
For further information on resettlement including UNHCR criteria please refer to the page “Resettlement” on the Help site.
How has resettlement travel been affected by the Coronavirus pandemic?
Travel of refugees to resettlement countries has been impacted by the coronavirus pandemic. While a small number of cases have been able to travel, the majority of travel arrangements have been postponed. Resettlement countries remain committed to receiving refugees who have been accepted for resettlement, and it is expected that travel will be rebooked in the future, when the situation allows.
IOM will contact refugees to cancel and rebook resettlement travel, when this becomes a possibility. If you have a travel booking for resettlement, and have a question about travel cancellation, you can call IOM on their hotline number 0798954077, from Sunday to Thursday, 11AM to 1PM.