Harikar General Protection Call Center Continues to Strengthen Access to Protection Services Across Iraq

Since 1 July 2025, Harikar NGO, in partnership with UNHCR, has been operating the General Protection Call Center, providing refugees, asylum-seekers, and other persons of concern across Iraq with reliable access to protection information, counselling, referrals, and complaint mechanisms. The Call Center serves as a trusted communication channel, ensuring that individuals can obtain accurate information and timely support while strengthening accountability and access to humanitarian services.

Over the past year, the Call Center has responded to thousands of enquiries covering a wide range of protection issues, including registration, documentation, legal assistance, voluntary return, resettlement, Digital Gateway services, and other protection-related concerns. Every case is handled confidentially and in accordance with protection principles, ensuring that callers receive accurate guidance, appropriate referrals, and timely follow-up.

The Digital Gateway (DG) Contact Center is a modern communication platform that enables call operators to receive calls, document cases, create and manage tickets, and follow up on enquiries through a single integrated system. The platform enhances the quality and efficiency of service delivery by ensuring that every interaction is accurately recorded, monitored, and tracked, allowing persons of concern to receive timely information, counselling, and referrals while strengthening accountability and case management. To complement remote assistance, Harikar also expanded support through the Digital Gateway Helpdesk at Bahirka Registration Center, where dedicated staff provide face-to-face assistance to individuals experiencing difficulties with Digital Gateway registration, account activation, password recovery, and other technical issues. This combined approach has improved accessibility by allowing persons of concern to receive support through both remote and in-person channels.

In addition to responding to incoming enquiries, the Call Center has supported several key UNHCR initiatives through targeted outreach activities. Operators conducted outgoing calls for Post Distribution Monitoring (PDM), the Rapid Impact Assessment on the Suspension of Cash for Basic Needs, the SSNEP pilot project, and Cash for Return activities. These efforts helped collect valuable information, verify beneficiary data, and provide counselling, contributing to programme monitoring and evidence-based humanitarian decision-making.

Continuous investment in staff capacity has remained a key priority. Throughout the year, Call Center staff participated in a series of technical and operational training sessions covering the Digital Gateway Contact Center, RAIS, Voluntary Return procedures, reporting tools, and protection-related topics. Regular coordination and technical review sessions with UNHCR have further strengthened the team’s ability to deliver high-quality services while adapting to new operational systems.

The General Protection Call Center has continued to evolve as a trusted and accessible protection service. The increasing number of calls received since its establishment reflects the confidence that refugees and asylum-seekers place in the service as a reliable source of information and support. Through professionalism, accountability, and strong collaboration with UNHCR, Harikar remains committed to improving access to protection services, promoting dignity and inclusion, and ensuring that the voices and concerns of persons of concern are heard and addressed.