Profile: The UNHCR Jordan FCRM SOP was developed to operationalize the decision to re-open the feedback and complaint boxes after COVID-19. The SOP provides detailed information on how to improve the overall management of feedback and complaints received through this channel. Why to Use the Tool: The SOP refers to digital and non-digital channels and is a good example of how to adapt to the needs of populations when shocks happen. It also helps to address gaps in closing the feedback referral loop, detailing steps from submission to closure. The SOP also describes how the UNHCR proGres database and SMS can support the tracking of referrals and responses. How to Use the Tool: Operations and partners can adapt the SOP in consultation with communities and other stakeholders, including by customizing templates in information management systems. Key elements to consider when adapting this SOP are summarized below: - Context, purpose, scope, and definitions o - Handling petitions and complaints boxes - Intake and