00:00:01 Introduction and agenda

Let's see what we will analyze today. We will start by explaining Monitoring, Evaluation, Accountability and Learning (MEAL) standards for case management specifically. Then we will try to get into more practical steps on how the MEAL standards are reflected in the case management process. Here, the most important topics are commonly used indicators and analysis, the data collection tools that we are using in the case management process, and of course, they are associated with Monitoring and Evaluation. There are also permissions that we need in the system.

Then we will proceed to how an information management system balances the MEAL needs in case management, and how we address data protection requirements. Here we will see the demonstration in ActivityInfo, the tool that I gave the overview of at the beginning. Finally, we will have time for Q&A.

Before we proceed with the first session of today's presentation, I would like to launch two quizzes. Let's take a minute to reply back. The first one is: what best describes the case management use case that you currently work on? And the second one is: what describes your organization's current case management data system?

The results are out. As I see, the vast majority are working on humanitarian support, and then second is social and health services. Regarding the organization's current management system, the majority of you are reliant on a manual system. Separate, fragmented tools are second. Actively building or seeking an integrated system is third, and a fully streamlined, integrated system is the fourth one. Let's see how we can help the people using manual data collection systems choose to use technology in order to improve their case management.

00:02:53 Defining MEAL

Let's start with a refresher of what is Monitoring, Evaluation, Accountability and Learning. Humanitarian and development organizations adopt activities to track progress of their interventions, assess the impact, adjust and improve approaches, as well as remaining accountable to service users, key stakeholders and donors.

Monitoring is the continual and systematic collection of data to provide information on project progress. Monitoring involves ongoing collection and review of data to provide program managers and other stakeholders with an indication of progress against program targets. Evaluation is a user-focused, systematic assessment of the design, implementation, and results of an ongoing or completed project. In contrast to ongoing monitoring, evaluations are periodic reflections at specific points in time.

Accountability is a commitment to balance and respond to the needs of all stakeholders, including project participants, donors, partners, and the organization itself, in the activities of the project. Learning refers to the culture that we have and processes in place that enable intentional reflection. Through learning, teams can make smarter decisions that lead to the best outcomes for service users.

00:04:26 MEAL standards within a system

MEAL standards exist within a system. Always, we need to consider the broader environment before we start examining the specific MEAL standards we have in case management. What are the components? We need a design based on context analysis; we also need to consider the specific aspects of the country where we are implementing. This is closely related to the existence of localization, partnership, and exit strategies.

The service is always guided by documented processes and protocols, including detailed user-focused criteria, roles, responsibilities for internal and external actors, and information management and data protection protocols. We need the appropriate staff and budget. We need to consider the skills of staff involved and have adequate resources to implement the activities related to quality case management. This can be further supported when case management is included under the organizational strategy.

MEAL planning and implementation follows project planning and implementation. What are the key components of the MEAL process? Everything starts with planning and design. We establish clear goals, objectives, and activities. We establish indicators, meaning how they will be transformed into information and how this information will be used. This provides us with a MEAL framework. During the implementation phase, we monitor and we evaluate. We implement data collection as per planning, and we analyze data to produce actionable information used for decision-making.

00:07:04 Case management process and MEAL activities

Let's recap the case management process. MEAL standards and processes are incorporated throughout the case management approach. The activities include case identification, case assessment, case planning, referral, follow-up and review, and case closure. MEAL activities for case management are specifically designed to consider the sensitive nature of interventions, drawing from the information service users share with our caseworkers.

What are the key standards of MEAL? We want to understand the case management process quality and impact. MEAL activities help identify and demonstrate the effectiveness, relevance, appropriateness, and quality of case management interventions and the impact on service users. We want to implement evidence-based decision-making. MEAL generates actionable information that caseworkers, supervisors, managers, and organizations can use to make evidence-based decisions related to program design, implementation, and resource allocation.

Systematized MEAL practices help build a culture of accountability and transparency among stakeholders. MEAL ensures that organizations are accountable, efficient, and responsive to the needs of the service users. Regarding responsible data management, MEAL guidelines and principles help to record, process, and use information generated as part of the case management process in a safe and responsible manner.

Before we proceed to a step-by-step approach, it's worth considering the case management Theory of Change. The main objective is that people at risk are able to realize their rights and live in safety and dignity. To achieve this goal, they need to recover from experiences of harm. The basic component is that those people need to have access to quality, client-centered case management services when they need it.

00:09:56 Decisions and requirements

We need to decide on the case management activities, considering the sequence and the timeline. We need to decide on the data requirements across all stakeholders, from caseworkers to HQ and donors. This leads to the identification of the learning requirements. The important thing is to be able to learn and change current programming and future programming activities.

How are the data requirements translated into data collection tools? Do we need structured questionnaires, open-ended questions, or mixed methods? What are the roles and staffing requirements in this process? This set of decisions helps us identify data and tool requirements, user requirements, and learning requirements.

Starting from the data requirements, which usually is the core of everything, we can group those requirements into three big buckets:

00:12:30 Common indicators

Which are the most common indicators in each category?

Case characteristics:

Process and quality:

Outcome indicators:

Outcome indicators depend heavily on the use case. For example, case management in health would follow health-related indicators.

00:16:06 Data, learning, and tools

The indicators help with the standard data requirements. We need to ask: what data do we need? In what type of data collection sets? How can we get information? What kind of data collection tools do we use? The crucial question is, what is the use of each data point? This bridges to the learning requirements: who is using the information, what do they want to learn and why, and what is their role within the system?

How do we move from raw data to learning to reporting?

The important consideration here is the choice of appropriate data collection tools and an information management system. Which data collection tools match the case management process?

00:19:15 Roles and permissions

A big component of the broader system is the staff roles and permissions. We need to consider who will design the MEAL system, who will manage users, who has access to view, edit, and delete data, and which subsets of data.

The most common roles in case management are:

Let's look at specific needs. Caseworkers need access to data collection forms for assigned service users. Case supervisors review collected data, facilitate feedback, and need access to forms for assigned caseworkers. Project staff ensure implementation and use data for learning. External actors use data for coordination and need aggregated reports. IM and MEAL staff design the system and ensure data protection; they need access to the whole system and reports, though access to sensitive beneficiary information (like addresses) should be carefully considered based on necessity.

00:23:30 Process and analysis requirements

We need to consider the data collection plan. How often do we collect data? Is it in the field or office? Do partners use mobile devices or laptops? Will they have internet access? We also need to consider data protection, such as policies for users without organizational emails.

Regarding integration, we must examine existing tools and capacity. Do we need to integrate for statistical or spatial analysis? What is the policy on exporting beneficiary information?

For analysis requirements, we need to determine how to perform the analysis. Do we need monthly reports based on demographics? How do we analyze feedback? It is important to understand the difference between analysis and reports.

00:28:14 Information Management Systems

I want you to reflect on how satisfied you are with your current case management data system. The results show the majority are "somewhat satisfied" or "neither satisfied nor dissatisfied." Let's see if we can move you to "completely satisfied" with a practical example.

The Information Management System (IMS) is the key to balance the needs of stakeholders, specifically between MEAL and case management. Case management addresses a complex, emergent, non-linear, and adaptive reality. An IMS helps us organize and define the data to gain clarity.

Practically, an IMS helps us implement data collection, organization, and processing. It helps implement roles under collection and analysis. It helps use information for decision-making and disseminate results. It must be adaptable to changing environments.

00:33:35 ActivityInfo demonstration

For this example, I will use ActivityInfo. We start by modeling the data collection tools. We have the intake as the entry point, connected to contact information. Under the intake, we have assessments, referrals, case file notes, action plans, and closure. We assume intake and case management are done on laptops, while surveys might be on mobile devices. We also have a feedback form available via a public link.

We must consider roles and permissions for data protection. A user is granted access to specific resources (forms) and performs specific operations (view, add, edit, delete). We can establish conditions. For example, a caseworker can view records only for assigned cases and has access to all forms except file notes. Only the supervisor has access to file notes and can delete records.

We also need different views. The caseworker needs a long-form display to see case details. The supervisor needs custom summaries of a case and associated forms in one interactive view.

Finally, we have reports. We can create a monthly report for project management including case characteristics (duration, priority level, disability). We can also create an annual report for the donor with selected indicators, which can be published and shared via a public URL.

00:43:15 Key takeaways

We need to always consider the broader MEAL standards. Systems are interconnected with implementation context, programmatic documentation, resources, and policies. MEAL standards implementation starts with the MEAL framework design at the project planning phase.

During implementation, the information management system tool plays a crucial role. It should mirror the MEAL standards implementation in case management. This is associated with data requirements, learning and reporting requirements, analysis requirements, and process requirements.

00:44:40 Q&A

How to set up common indicators in MEAL systems? This depends on the use case. If you don't have indicators to start with, go back to standard documentation. Use companion tools like Sphere standards, World Health Organization standards for health, or Child Protection standards.

What are the ways to minimize inaccuracy during data collection and analysis? It starts with planning. You need a documented data collection framework. When building tools, place restrictions based on project limitations (e.g., date restrictions based on eligibility). Use a system that enforces these restrictions automatically. Analysis should follow the documented calculations.

How to ensure quality of information stored and used in MEAL? The primary way is to use a system, or a combination of systems, and have defined roles. Ensure that the system satisfies the "who is doing what" requirement so that not everyone sees everything.

Many organizations use a patchwork of different systems which do not lead to intended results. How to cope with this? It needs a revision. Look at what is working and what isn't. Keep what works. If a system doesn't give results, it doesn't match the needs. You must search for a tool that matches those needs. It might be a combination, like ActivityInfo for management combined with statistical software for analysis.

Even when good data is collected, findings are not acted upon in a timely manner. How to overcome this? Planning helps here. Determine the reports you need ahead of time and create reports that are "live" to avoid creating them from scratch monthly. Educate people on how to use the reports. Incorporate reporting into coordination meetings—devote 10 minutes to discuss the report and verify numbers with the team.

Some case management processes are complicated with different target groups. How can this be merged? Even with different target groups, they often collect similar information, especially at registration. You can design data collection tools that capture the common information and then use criteria (like age or group type) to open specific forms (assessments or services) relevant to that group.

Suppose a partner organization requests a full case file including sensitive details. How do you balance accountability and data protection? First, does the partner have grounds for requesting the full file? Do you have data protection agreements and valid reasons? If they need it for their job, it might be valid. However, you can give partial access. Set up the system so that sensitive fields do not appear to the partner organization, restricting access through roles.

Thank you very much for the insightful presentation and the questions. See you at our next webinar.