Profile: The IIC AAP process flow is a handy tool to ensure adequate management of calls through RAIS in a highly demanding humanitarian context. Since 2015 to 2022, the Tool was a key resource to reduce information gaps by providing evidence-based information to the humanitarian responders. Further information on the IIC can be found through the Iraq Information Centre (IIC) Dashboard. Why to Use the Tool: The Tool enables an interagency coordinated response to queries, feedback and complaints across multiple sectors and the required steps to effectively close cases and referrals. This Tool can be particularly useful in emergency contexts with large number of forcibly displaced people and multiple partners. How to Use the Tool: The Tool can be used as a template for consideration when establishing or updated SOP and ToRs of call centres. It can be used for internal or interagency purposes, following consultations with communities and partners.