Case Management & Case Compass Toolkit Supporting client countries in developing a case management information system (CMIS) Armenia | 13.01.2023 Case Compass in context Vulnerable families and individuals face unique challenges - each story is different, carrying a complexity of needs and strengths. To help the vulnerable find what's right for them, we need an integrated approach like that of Case Management, the social protection practice that connects vulnerable citizens with appropriate services. The World Bank created the Case Compass Toolkit to help governments improve Case Management through information technology. IT platforms can simplify this work, helping social workers better serve their clients. 2 Case Compass Objectives Support selected client Develop case management Promote their use for countries to improve information systems social protection case management (CMISes) interventions globally services 3 Our Case Management Experts Expertise Responding to countries’ requests to help improve case management programs’ effectiveness Software development Experts Advising CMIS development in Chile, Italy, and other countries User Experience Experts Developing a human centered design that is accessible, user-friendly and efficient 4 The Compass team mixes expertise in: Project management Case management IT specialists User experience experts specialists Alessandra Marini, Veronica Silva Bernadette Herkner, Stathis Marinos, product project coordinator digital product owner designer Francesco Lucia Solbes George Karkalis, Scrum Cenedese, project master, architect Robert March, monitoring and user experience concept Manuela Sofia Panos Panagiotidis, User specialist development Stanculescu Interface Andrea Jambor Stelios Pantouvakis, Web Graphic designer Agnes Mganga, Melissa Zumaeta API, database team assistant Aurazo Vikesh Mahboobani Richon Nembhard Martínez, Research Analyst 5 The Case Compass Toolkit Includes A digital guide to the fundamentals of CMISes and case management 3 tools Prototype Piloting with A fully functioning CMIS prototype to countries customized versions of showcase different modules and the CMIS prototype functionalities of case management showing country-specific information systems assessment tools Global public goods. All products and services are not for commercial purposes and are available to interested countries as part of existing or Tailored advice (clinics) from the new World Bank support Case Compass team on setting up and running a CMIS project 6 Case Compass Guide A digital guide to the fundamentals of CMISes and case management. 7 Case Compass Guide Use the Case Compass Guide to get inspired from existing CMISes in other countries: Read about the key Browse examples of Find out how countries enablers to introduce a existing CMISes in other tackled topics such as CMIS in a country countries to get inspired privacy, referrals, etc. This includes aspects such as Go through the CMIS cards Follow an easy tagging system to see how different the presence of professional and select the ones that are countries set up their social workers, the existence of interest (via an easy CMISes to comply with of approved assessment tools conceptual framework). privacy laws, do automatic for case management, etc. Explore different Case referrals to other institutions, send automatic reminders to Management or CMIS set beneficiaries via SMS or ups that exist around the email, etc. globe View the Guide 8 9 A simplified RdC delivery chain: integration with social and labor services by design Application for the GMI Determination of eligibility Division of the population in 3 benefit and payment groups based on characteristics 1. Families excluded 3. Social Inclusion Pact 2. Labor Pact 5% from conditionalities 49% (Public Empl. Services) 46% (Social Services in 8k (cash transfer only) municipalities) 11 12 Case Compass Prototype A fully functioning CMIS prototype to showcase different modules and functionalities of case management information systems. 13 Case Compass Prototype What’s the purpose of the Case Compass Prototype? A demonstration of A modular tool, that can A way for World Bank staff possibilities, not a piece of grow or shrink in complexity and in-country counterparts software to implement to demonstrate CMISes to see what a CMIS can do 14 landing page 15 Case Compass Prototype What kind of features What will the does the prototype additional tools for has? the prototype? Case intake Evaluation A beneficiaries’ portal to inform clients of cases and intervention plans Profiling User management Logging & auditing Assessment user actions A mock data warehouse for policy making Intervention plan design Notifications Meeting management CMIS dashboard A dashboard to help policy makers interpret data Referral module Etc. 16 Eligibility checks (e.g. for cash transfer The Case benefits, services, pensions, disability) Compass Prototype Cash transfer benefits and workflows does not support: Payment and reconciliation Have a look at open-source Core MIS If you are interested in cash transfer benefits management 17 Case Compass Learn Tailored advice (clinics) from the Case Compass team on setting up and running a CMIS project. Case Management & Case Compass Toolkit. V1 | 10.11.2022 18 Case Compass Learn Request ad-hoc clinics to get the Get feedback from the team on your overall Case Compass team’s feedback on case management strategy or on specific specific topics topics and challenges that you are facing at Leverage the team’s the onset of a CMIS project. expertise with Case Compass Learn Piloting with Get guidance on creating your dedicated to build a Participate in sessions countries country-specific CMIS card customized versions CMIS card for a specific country following the of the CMIS template prepared by the team prototype or get a showing their own simplified version by filling an online assessment tools questionnaire. Access the compendium of Access the dedicated website with learning learning material that will be made material and tutorials. available 19 Advisory support from Case Compass 1. Draft a case 2. Work with the 3. Get guidance on 4. Possibility to study for your own Case Compass the design of the visualize your country team on the CMIS CMIS assessment tools strategy in Case Compass If you have already an Get feedback on the Prototype existing a CMIS, write a Get feedback from the design of the CMIS, its CMIS card to describe its team on your overall case modules and take If you have some main features or simply management strategy or inspiration from the logic assessment tools ready a describe the status of case on specific topics and used to build the Case version of the prototype management practices in challenges that you are Compass Prototype. can be customized to the country. facing at the onset of a showcase your specific CMIS project. assessment tools. 20 Thank you https://www.case-compass.org/ 21 Annex on Case Management Case Management & Case Compass Toolkit. V1 | 10.11.2022 22 Individuals can face a set of risks and challenges at each stage of the life cycle Examples of benefits: that can turn into specific vulnerabilities. Familyhood Conditional monetary transfers Countries meet citizens’ needs offering a Pregnancy and ECD myriad of benefits and services. Disability benefits Subsidies Childhood Etc. Adolescence Examples of Services: Active-age adulthood Parenting support Old age Early childhood development service Active aging Disability Etc. Case Management & Case Compass Toolkit. V1 | 10.11.2022 23 Examples of benefits and services Case management helps Conditional monetary match clients with transfers benefits and services that Parenting support will meet their needs. Disability benefits For certain population groups linking citizens to benefits and Subsidies services can become a significant challenge Active aging Case Management & Case Compass Toolkit. V1 | 10.11.2022 24 A proposed 1. LEVEL OF CASE MANAGEMENT classification Information and orientation for Case Management The most basic level of integration of services: the individual or family is registered for Case Management Interventions based or on a CMIS to access a service and receives general Casework on three criteria Intermediation Service providers register people on a CMIS to assess Indirect their specific situation and to provide information, orientation and intermediation to services, based on the results of the assessment. Intermediation Referrals Service providers register people on a CMIS to assess Referrals Low-income families their specific situation and to provide information, Families with the elderly orientation and intermediation to services, based on the Families with children results of the assessment, including possibly referring People with disabilities the beneficiary to another service (within the same Long term unemployed agency or in another agency). Migrants … 2. INTAKE POINTS Casework The most advanced level of integration of services: Direct people are registered for Case Management or on a CMIS where the interaction between the social worker orientation and the client involves all the activities of the lower case 3. POPULATION SERVED Information and management levels plus a specific treatment (an intervention plan) and close monitoring and contact. Case Management & Case Compass Toolkit. V1 | 10.11.2022 25