Khan Wazir finally receiving his ration after six months, through the efforts of the Hcomms Team. © IOM 2014

By Naima Saeed

We take so many things in life for granted. Most of us might not even think where, for example, our next meal will come from, especially if we have never been a victim of some kind of conflict or disaster. But there are millions of people in this world who have to worry about a simple thing such as the next meal.

Khan Wazir, an internally displaced person (IDP) from the Tirah Valley in Khyber Agency is one of them. Khyber Agency is one of the agencies in the Federally Administered Tribal Areas (FATA) of Pakistan. Since 2008, Pakistan has seen ongoing security operations in FATA resulting in large-scale population movement in places such as Tirah Valley.

Many IDPs have to visit food distribution points or food hubs in order to get their monthly food rations. A lot of them can face issues due to lack of information and guidance on how to access the food rations. As a result, many IDPs end up not receiving their food package for months at a time. This is just one of those many instances where the IOM Humanitarian Communications (HComms) team comes in to save the day.

It was on 18 May, 2014 that the HComms Humanitarian Call Centre received a phone call from Khan Wazir, whose food ration access had been blocked for the past six months. The case was immediately referred to the HComms Field Team.

Khan Wazir (pictured on the right) was one of the many IDPs from Tirah who worked as a laborer and his only source of income was his minimal daily wage (approximately USD 3 per day - when he gets to work) and the food package he gets from the WFP Food Distribution Point at Jerma, Kohat. When his food package gets blocked, it’s very hard for him to make both ends meet for his family. He made many futile trips between Kohat and Peshawar to find out the status of his food package. Food insecurity, coupled with fatigue and frustration, brought Khan Wazir and his family close to breaking point.

And then one day, Khan Wazir heard a radio announcement about the HComms Humanitarian Call Center and he got in touch.

Khan Wazir’s issue was dealt with by the HComms Field Team in the most effective and efficient manner.  The case was immediately referred to the Norwegian Refugee Council (NRC) and a complaint was lodged, with the guidance and assistance of the HComms team.  The HComms team frequently followed up with NRC to check the status of the complaint. Khan Wazir was also regularly updated. The basic problem in this entire issue had been that Khan Wazir did not have information or guidance as to why his food package had been blocked, nor on how he could file a complaint.

May 23, 2014 was no ordinary day for Khan Wazir. This was when he finally got his food package. A jubilant Khan Wazir could not believe that he was actually able to collect his food ration again after a grueling delay of almost six months. Some members of the HComms team, who were there for one of the many Awareness Raising sessions and to facilitate the Tirah Valley Returns process, were also  there at the food distribution point. A visibly relieved and emotional Khan Wazir expressed his feelings and said, “I could not believe that I am finally able to get my food package! I have the deepest respect and gratitude for the HComms team that guided me and helped me. My family and I will always pray for the success of HComms and for their noble work.”

There are many such cases that the HComms team deals with and helps resolve with great dedication and professionalism. The story of Khan Wazir is just one case that shows the team work, coordination and keenness of the HComms team to provide help and assistance to those in need. The support and appreciation received by Hcomms illustrates people’s trust and belief in Hcomms. Such life-saving and valuable services provided by the team – like social mobilization, grievance recording, making referrals, and other ground activities, continue to facilitate, assist and help people in their hour of need.

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Naima Saeed is a Humanitarian Communications Coordinator for IOM