We spoke with Mphatso Kalombo, an Operational Data Management Officer currently deployed through the SBR’s Registration Roster to UNHCR in Dushanbe, Tajikistan.
Mphatso shares his experiences working in Central Asia, emphasizing how effective information management and data driven decision-making strengthen UNHCR's mission to protect and assist displaced people in challenging contexts.
How would you describe the current situation for refugees and asylum seekers in Central Asia: Tajikistan, Kazakhstan, Kyrgyzstan, Turkmenistan, and Uzbekistan?
The UNHCR Representation to Central Asia, based in Almaty, oversees activities in Kazakhstan, Kyrgyzstan, Tajikistan, Turkmenistan, and Uzbekistan. Since gaining independence in 1991, these countries have provided refuge to thousands fleeing war, persecution, and human rights violations. Central Asia also inherited a significant stateless population, due to the Soviet Union's dissolution. UNHCR collaborates with Central Asian governments to enhance protection of forcibly displaced persons. This includes strengthening asylum systems, promoting local integration, eradicating statelessness, and building emergency response capacity.
The operation in Tajikistan primarily focused on advocacy and collaboration with partners implementing various programs. During my deployment there, I supported these efforts while also providing assistance to activities in Kazakhstan and Kyrgyzstan, contributing to broader regional efforts in data management and protection. Now, being based in Kazakhstan, I continue to support these regional initiatives.
The five Central Asian countries host over 20,000 refugees and asylum seekers, along with nearly 38,000 stateless persons. Tajikistan alone hosts around 10,000 asylum seekers and refugees, primarily Afghans, with 3,000 stateless persons. Notably, 75% of refugees reside in the Vahdat district. Kazakhstan and Kyrgyzstan together host a combined 11,000 forcibly displaced persons and have rolled out PRIMES (Population Registration and Identity Management Eco-System) tools to improve access to protection and assistance. Simultaneously, ongoing efforts focus on improving data reliability and building capacity. Uzbekistan and Turkmenistan have not made significant commitments to refugee protection, yet their actions show that both countries are committed to addressing and resolving issues of statelessness.
With your role as an Operational Data Management Officer working with UN systems such as PRIMES, ProGres and BIMS, can you give us some practical examples of what you do?
In my role, I am responsible for maintaining and promoting the use of PRIMES tools in Central Asia mainly in Tajikistan, Kazakhstan, Kyrgyzstan, to ensure reliable data for protection, assistance interventions, and reporting. This includes both statistical and narrative reporting. I provide advisory support to senior management on data tools, while also mentoring and building capacity for UNHCR staff and partners.
Additionally, I oversee the provision of information and data management services to support monitoring activities. This involves developing standards for data collection, storage, and reporting, as well as designing data collection tools such as Kobo Forms. I also play a key role in developing and updating Standard Operating Procedures (SOPs), drafting data-sharing agreements, and producing reports that monitor key indicators through assessments and surveys.
Can you describe these systems and what they mean for UNHCR’s work on registration and identity management in general?
PRIMES is UNHCR’s platform for registration and identity management, integrating tools such as proGres, the Biometric Identity Management System (BIMS), the Global Distribution Tool (GDT), and Cash Assist, just to mention a few. These tools are used across Central Asian operations and globally to streamline registration and identity management processes.
ProGres supports a wide range of functions, from individual registration to case management, including assistance provision, protection interventions, and cash-based assistance. It ensures comprehensive management of refugee and asylum-seeker data. BIMS (Biometric Identity Management System) allows for real-time identity consolidation and verification across UNHCR operations, ensuring secure and accurate identity management through biometrics. In addition, the Global Distribution Tool (GDT) is a companion tool to BIMS, it helps operations use biometrics to verify identities in food and assistance distribution scenarios. It enhances efficiency, reduces fraud, and provides real-time reporting capabilities. Finally, Cash Assist enables registered refugees to receive cash assistance securely and efficiently, ensuring that financial support reaches the intended individuals.
These systems are crucial for UNHCR’s work in registration and identity management, providing accurate, secure, and real-time data. They enable the operation to deliver timely protection, assistance, and interventions while reducing the risk of fraud. PRIMES and its associated tools ensure that individuals are registered correctly and that their identities are verifiable, which is vital for delivering services, legal protection, and support, such as cash-based assistance. Together, they create an ecosystem that fosters transparency, efficiency, and reliability in managing refugee data globally.
What are some of the practical day-to-day activities for you as an ODM officer deployed to the UN?
My daily activities involve managing various PRIMES tools mentioned, such as Cash Assist, the GDT, proGres, and BIMS. A key part of this is ensuring data reliability through quality monitoring and cleaning, as well as providing troubleshooting services for these systems. I also focus on capacity building, particularly in the use of proGres, through on-the-job training.
I work to promote the effective use of PRIMES tools, ensuring that registration and data entry follow established SOPs. This allows different units, to use these tools for Case management as well as reporting. My role is dynamic, as I contribute to fostering a PRIMES and data-centric culture over time, not just focusing on the day-to-day technical tasks but engaging in diverse data and information management responsibilities across the operations.
Have there been any particularly noteworthy achievements by your deployment to Tajikistan as an ODM officer?
While several objectives are still in progress, notable achievements have already been made. One of my key achievements has been establishing comprehensive Standard Operating Procedures (SOPs) and updating critical documentation, which has significantly improved the consistency and reliability of PRIMES tool usage across the operation. A major focus has been on conducting thorough data quality checks and initiating a clean-up process, which is key to ensuring that the data we rely on for protection and assistance is both accurate and reliable.
As tasks near completion, the current focus is on ensuring we have reliable data to support our programs and that staff are equipped with the necessary skills to not only use the tools effectively but also train other staff and partners. This is key to maintaining the sustainability of these systems and enhancing the overall efficiency of operations. This includes continuing capacity building, improving data quality, ensuring the effective use of PRIMES tools across operations, and developing robust systems for targeting cash assistance more efficiently. These efforts are designed to enhance the overall efficiency of UNHCR’s interventions and protection activities in the region.
What have been the main challenges for you so far, and how did you overcome them? (If you could throw more light on this with some practical examples).
A key challenge has been managing the change involved in improving the reliability and comprehensiveness of the data, as well as ensuring the effective use of PRIMES tools. Introducing new data collection principles and updated SOPs has required a shift in approach, and staff are adapting these changes into their daily responsibilities through targeted training and ongoing support. While the groundwork has been laid through the implementation of SOPs and improved data collection practices, our current focus is on cleaning and correcting identified data errors to ensure high-quality statistics that enable targeted assistance solutions. This work is crucial for ensuring that data-driven decisions support efficient humanitarian responses and provide targeted assistance to those in need.
What have been a key learning that this deployment has taught you?
Although I came into this role with significant experience in data management and working with UNHCR operations, this deployment in Tajikistan has reinforced the importance of scaling solutions to different contexts. While the operation here is smaller compared to my previous deployments, the challenges around data reliability, stakeholder engagement, and system implementation have remained central. I’ve learned that no matter the size of the operation, the principles of adaptability, attention to detail, and collaboration are key to ensuring effective outcomes. This experience has also given me a deeper appreciation for tailoring strategies to fit the specific needs of a smaller operation while still applying the high standards expected of larger-scale operations.
Considering the high volumes of refugees and asylum seekers, how does this affect your workload? And how do you cope with high workload and stress?
My work involves a mix of routine technical tasks like managing data systems, alongside problem-solving tasks that require creativity and innovation. This balance keeps things dynamic and engaging. Supporting different units and stakeholders provides the opportunity to think creatively and tackle challenges in new ways, which helps me manage the high workload. I enjoy the process of problem-solving and learning new skills, which keeps me motivated and aligned with my passion for data management.
To manage stress, I make sure to take time for myself. As a photography enthusiast, I spend most weekends in nature, traveling and capturing new places. This allows me to recharge and maintain a healthy work-life balance.
What can you tell us about Dushanbe/ Tajikistan as a duty station?
Dushanbe offered a unique and intriguing experience during my six months there. In many ways, it reminded me of my home in Malawi, especially when looking at the social traditions, and even some aspects of the administrative and political structures—there are several similarities. One standout aspect was observing Tajikistan’s and central Asia advancements in electric vehicles (EVs) for both private and public transportation, which I found particularly impressive as someone from a hydro-powered country. This is an area where many nations, including my own, can learn valuable lessons.
The climate was also fascinating—it was my first time experiencing both snow in one month and 40-degree temperatures a few months later. The people, both in the office and the community, were incredibly welcoming, making my stay even more enjoyable. One highlight of my time in Dushanbe was attending a memorable night at the opera house, where I enjoyed a live performance featuring soundtracks from regional and Hollywood films, which was an amazing experience and something I plan to do again.
Looking ahead, how do you foresee the situation evolving in Tajikistan for refugees and asylum seekers?
Looking ahead, I foresee significant progress in the data management aspect of UNHCR’s work in Tajikistan, particularly in ensuring the reliability and effective use of PRIMES tools. Ongoing efforts to improve data accuracy and enhance staff capacity will not only improve the registration process but also ensure that decision-making is based on reliable data, ultimately providing better and more timely services for forcibly displaced persons. These improvements will streamline assistance efforts, making it easier to identify needs and provide timely support.
At the same time, Tajikistan will likely continue to host a significant number of Afghan refugees, particularly as the political situation in Afghanistan remains uncertain. As such, Tajikistan is expected to maintain its role as a key host and transit country in the region.
UNHCR is dedicated to working with the government and the international community to address broader protection and legal challenges, including statelessness and legal framework gaps. UNHCR will remain focused on improving the lives of forcibly displaced persons (FDPs) and enhancing long-term solutions, such as local integration and community support.
Your deployment is set to end by 31st December. What would you like to do next?
As my current deployment concludes on December 31st, I am grateful for the valuable experiences gained both professionally and personally. This deployment has been highly rewarding, and I look forward to applying the skills and insights I’ve acquired to future endeavors I remain committed to contributing to projects that align with my expertise, particularly in the areas of data management and systems improvement, to help UNHCR continue enhancing its impact on forcibly displaced persons. My passion is for data management, and I am enthusiastic about continuing to foster a data-centric culture in future roles or operations.
