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About the webinar

This Webinar breaks down the fundamentals of Case Management, a globally recognized best practice for supporting vulnerable populations. We'll explore the core principles and walk through the essential steps that ensure a consistent, high-quality response.

In summary, we cover:

Foundations of Case Management:

• Definition, importance, and scope of Case Management systems
• Common use cases or pathways across sectors

Executing the Case Management process:

• Intake & assessment: Methods for case identification, eligibility, and risk assessment
• Action & follow-up: The fundamentals of case planning, safe referrals, and progress monitoring

Upholding ethical standards:

• Practical application of 'Do No Harm' and confidentiality safeguards
• Guidelines for professional conduct, supervision, and documentation

View the presentation slides of the Webinar.

Questions and Answers

• What kind of information is shared when referring a case? Is personal identifiable info shared? is there some sort of coding or incription?

You only share information that is strictly necessary for the service provider to deliver their service, and only with the beneficiary's informed consent. Personally Identifiable Information (PII) like their name and location is often necessary for an appointment, but you must get consent to share it. Best practices include: Using referral forms, coding systems and a secure channel.

• How can duplication be avoided for people on the move? If someone is referred at Point X and later again at Point Y, is it a duplicate? Is their case re-opened or it's considered a new case?

The best way to avoid duplication is through inter-agency coordination and shared protocols. If a robust case management database exists in a system like ActivityInfo that partners can access, a simple search by unique identifier can reveal an existing case.

• My question is on consent and confidentiality when it comes to transfer of files to another partner organization for continuous case management services.

A transfer/case handover is a specific type of referral where the entire management of the case is handed over. The same rules of informed consent absolutely apply.

• I want know the similarity and diffrence between transfer and referral.

Case referral is directing a client to another agency or service for additional support, while case transfer is handing over full responsibility for managing the client’s case to another case manager or organization.

• I have an addition regarding the assesment and planning phase:In general during the assessment and planning steps we are forgeting to assess or take into consideration the capacity/strength of individuals which will be abssolutely helpfull/supportive during the solution of the problems. Therefore i would kindly ask if we can also focus on the capacity/strength of individuals while assessing and planning the case management interventions.

This is core to the goal of empowerment we discussed. A case plan should leverage the individual's or family's existing strengths, such as their social networks, personal skills, and cultural resilience to achieve their goals.

• Can closed files be transfered to a partner organization without consent if the child is deceased, volrep, reunified or turned the age of maturity?

A Referral is for a specific service. You remain the primary case manager. A Transfer hands over full responsibility for the entire case. This can mean transferring the case file to another organization or to a different team or caseworker within your own organization. In both cases, informed consent for the handover of information is essential.

• Can MEAL do PDM for the case mangement cases?

Yes, MEAL can support PDM for case management cases, though typically only for certain parts of the process (e.g., follow-up and feedback collection).

• You mentioned that Case Management is a process, how will my organization create a standard Case management plan and yet build flexibility to adjust when necessary?

You create a standardized process (the steps we covered: identify, assess, plan, etc.), but not a standardized plan for every person, the framework should be standard but the action plan should be flexible.

• You said that sometimes not giving assistance is the best decision, can you explain please?

This relates directly to our 'Do No Harm' examples. Sometimes, providing assistance can unintentionally make a situation worse. For instance, providing a single woman with a high-value cash grant in a context where she has no control over finances could make her a target for theft or exploitation within her household.

• In a scenario with significant caseload, what do you recommend or suggest for preventing or maybe managing empathy fatigue among case managers?

This is a critical issue for organizational leadership. Empathy fatigue, or burnout, is a real risk. Key strategies include:Realistic caseloads, regular clinical supervision, self-care protocols and clear boundaries.

• Sometimes we did all steps of cases management but social norms is challenging in our cases in some areas in Sudan.

This is a difficult aspect in this type of work. Case management addresses individual needs, but it cannot single-handedly change deep-seated social norms. In these situations, the role of the case manager is to work with realities, connect to Community based interventions and advocate by documenting the challenges.

• Are there any digital tools or low-tech solutions work best for tracking referrals and follow-ups with implementing partners?

The best tool is the one that is accessible, secure, and agreed upon by all partners. Low-tech could be a simple referral spreadsheet, while digital tools are dedicated platforms like ActivityInfo.

• How can you intervene in a case whereof the survivor is a minor and the primary guardian doesn't permit you?

This is a complex ethical and legal dilemma centered on the child's best interests. The steps are: Attempt to engage the guardian, assess the situation of course, knowing the law.

• How do we understand and apply the case management process in an OVC programming thereby ensuring coordination of the M&E system?

The case management process for OVC should be the same as for other beneficiaries, and follow the core steps highlighted in the presentation. A robust M&E system should be used to document and track those steps. Informed consent should be sought from legal guardians even if parents are unable to provide it.

• Can you please share your experience regarding protecting people who report SEAH allegation from retaliation?

One way to protect people who report SEAH allegations from retaliation is to offer safe and accessible reporting channels and to ensure the information they report is confidential and protected.

• Is assessment repetitive during all case management processes?

Yes, exactly. As we mentioned during the presentation, assessment is not a one-time event. It is an ongoing process. You conduct an in-depth assessment at the beginning, but you continuously reassess during every follow-up meeting. Circumstances change, new needs emerge, and risks can increase or decrease. This cyclical reassessment is what allows you to adapt the case plan and ensure it remains relevant and effective.

• How to improve good collaboration with other organisation? Sometimes some organisations don't want to assist as they think that the case is confidential or take it their own.

This is a common challenge that stems from a misunderstanding of confidentiality. Confidentiality does not mean isolation. To improve collaboration, you would need proactive relationship building, develop shared protocols and clarity on roles.

• In our work, we often see that shame prevents individuals from seeking assistance, even when they urgently need it. From a case management perspective, what are some practical strategies we can use to help survivors/cases overcome this barrier and feel more comfortable accessing support?

This requires creating a safe and dignified environment we would need to ensure anonymity & privacy, train staff in psychological first aid and community awareness.

• Can a survivor be case managed through the use of a toll free line?

A toll-free line usually serves as the entry point. Full case management requires follow-up, assessment, and ongoing support beyond the call.

• Can MEAL do (post-distribution monitoring) PDM for the case management cases for those receiving cash?

Yes, this is a very appropriate and important use of PDM. For beneficiaries receiving cash or in-kind assistance as part of their case plan, the MEAL team can and should conduct PDM to monitor the efficency of the cash delivery, how the cas was used and the beneficiary's satisfaction with the assistance.

Is this Webinar for me?

• Are you getting started with Case Management in your organization?
• Do you wish to build or improve a Case Management system for your organization or program?
• Are you looking for guidance on the basic principles and best practices for creating Case Management systems?

Then, watch our Webinar!

About the Presenters

Firas El Kurdi holds a Bachelor's degree in Mechanical Engineering from the University of Balamand and has earned certifications including "Monitoring, Evaluation, Accountability, and Learning for NGOs" from the Global Health Institute at the American University of Beirut, and the Google Data Analytics Professional Certificate. He brings extensive experience working with NGOs, including the Restart Center for Rehabilitation of Victims of Violence and Torture, where he served as a Data Analyst and Monitoring & Evaluation Officer. Firas worked on programs in Lebanon across the education, health, and protection sectors, targeting affected populations including refugees, torture survivors, persons with disabilities, and individuals with mental disorders, as well as survivors of war trauma and gender-based violence. These projects were funded by major donors, including UN agencies (UNOCHA, UNHCR, UNICEF, UN Women) and the U.S. Department of State's Bureau of Population, Refugees, and Migration (PRM). Firas now joins ActivityInfo as an Implementation Specialist, leveraging his expertise and passion for data-driven decision-making to help our customers successfully deploy ActivityInfo.

Zeíla Lauletta is a Monitoring and Evaluation specialist with extensive experience in international development and humanitarian response. She has worked with the UN system and international NGOs, leading data-driven evaluations, evidence generation, and participatory monitoring initiatives. Zeíla holds a Master’s in International Affairs from the Graduate Institute in Geneva and an M&E certification from the ILO International Training Centre.