Behind-the-scenes: Keep refugees and humanitarians safe

When facing the complexities of humanitarian crises, ensuring the safety and security of refugees and staff is key. This is where Hadi steps in. He creates a safe environment that allows staff to carry out their duties and deliver humanitarian aid even in volatile or dangerous situations. It's a delicate balancing act. With a background in the military and a knack for quick, effective decision-making, he plays a crucial role, tackling the unique challenges of security in humanitarian work.

Welcome to "Humanitarians at Work," UNHCR, the UN Refugee Agency's biweekly newsletter where we share motivations, challenges, and advice from staff working in the humanitarian sector. If you would like an exclusive sneak peek into the lives of humanitarian workers and tips on how to get started in the sector, please subscribe.

In this edition, we're excited to introduce you to Hadi Malkawi, a Security Officer, who brings a unique blend of discipline, empathy and strategic thinking to his role. His approach is not just about enforcing rules but also about understanding and adapting to the ever-changing scenarios of humanitarian crises to make sure our staff can effectively deliver their work. Thanks to his experience in various emergencies, he remains calm under pressure, makes difficult decisions and ensures the safety of both refugees and staff.

Based in Jordan, Hadi talks about his work in the Middle East and his recent support for an emergency mission to Ethiopia. His work includes everything from planning and implementing security measures to adapting to political and security challenges and working with local authorities and tribes to promote mutual understanding.

Let’s dive into the Q&A to learn more about his work in the field of humanitarian security.

📹 Discover a day in the life of a Security Officer. Watch this #JobIn30Seconds video now:

I am Jordanian, and in Jordan it has become our culture to welcome refugees. We started in 1948 with the assistance of Palestinians, then refugees from Iraq, Kuwait and Syria. It has simply become a part of our lives. It is our culture. We all want to take part in it, just as my ancestors did for the Palestinians. I wanted to play my part to help others. That is the reason why I joined the UN.

I retired from the Jordanian military and joined UNHCR in 2016. I worked in refugee camps for two years before joining the country office. This is my 8th year as a Security Officer in UNHCR.

There are three things I need to take care of every day: the safety of the refugees, the safety of staff and secure premises. Jordan is a family duty station but it’s in the Middle East and in the centre of a heated zone, something is happening on a daily basis. Some situations and things that happen make people tense. The security team in the Jordan operation need to monitor these situations and assess the impact on UNHCR's Operation.

The office and registration centres in Amman deal with urban refugees, receiving an average of 1,500 refugees every day. We make sure that they reach the centre safely and quickly, especially in bad weather, and provide them with a safe and secure environment inside the premises.

When I was in Ethiopia, the scenario was completely different. Our accommodation was 50 kilometres away from the refugee settlement. The duty station was new, the security assessment was fresh, and the area was close to the border. Because of the ongoing conflict, we had to take many security measures: travelling in convoys, curfews… There was a schedule, but no two days were the same. A typical day consisted of travelling to the settlement, taking reports on what had happened the night before, making sure security measures were in place, setting up communications and practising the security instructions. We didn’t have mobile phones, only Very High Frequency (VHF) radios so we were constantly doing radio checks. The vehicles were very safe, but there were only a few, so we had to set up a schedule.

Then, there is dealing with local dynamics. Before even working with refugees, you need to work with the local authorities and tribes. My job is to create a safe environment where staff can do their job. I don't want to be an obstacle for humanitarian work. It's a balance between security and humanitarian work.

The biggest challenge is to create a balance. You work for a humanitarian agency, but you also have to ensure a safe environment. Adapting to the ever-changing security environment is essential. You have to be flexible and sometimes make compromises. When protection colleagues need to do their work, it's my job to make sure they can do it securely and safely. I can't just say no, because that prevents them from doing their job, and my role is to make their job easier.

Staff are so committed that they sometimes forget about their own safety and prioritize work over everything else. I respect that, but if they're not here, who's going to do the work?

In Jordan, we were just finishing our working day when 15 refugees suffering from diabetes arrived at the office. The organization that was supposed to provide their dialysis service was closed. I spoke to them, obtained their details and immediately contacted the health and community-based protection teams. We spoke on the phone and within 15 minutes we found a temporary solution. Seeing the smiles on their faces and their relief gave me great satisfaction. It was a wonderful moment.

Another time, we distributed NFIs (non-food items) during a mission. The refugees really wanted the items and there was overcrowding. The police tried everything they could, but they didn't succeed in controlling the crowd. We went there, set up a fence, established a queuing system and after about 30 minutes, the situation calmed down and the refugees were given tokens to collect their items. They started thanking me and said how much easier we made it for them, that they didn’t have to wait in the sun, it was a great feeling. That was really rewarding.

The hardest thing is to stay calm all the time. Sometimes it seems impossible, but it's necessary. You have to be well informed about different situations: political, security and even the situation of your organization, which some may overlook. It's also important to read between the lines when making decisions. These decisions can be tough, but they're necessary.

🔌 Come prepared: The temperature in Ethiopia was over 40 degrees, no air conditioning, no electricity, no Wi-Fi, nothing. That was very challenging.

To relax, I like watching films and series, so I came prepared. I downloaded a few things before I left. I love fantasy and science fiction.

🤔 Your thoughts? Comment below on what surprised you the most about Hadi's role as a Security Officer, or with any questions you might have about this role.

UNHCR, the UN Refugee Agency, is a global organization dedicated to saving lives, protecting rights and building a better future for people forced to flee their homes because of conflict and persecution. Together with over 20,000 staff working around the world, we strive for a world where every person forced to flee can build a better future.

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Sylvie Francis (UNHCR Social Media Team)