Tips for Adapting the Case Management Process during COVID-19

The steps in the case management process remain unchanged, but the approach and modalities for each step should be reviewed to be more flexible and adapted according to the context and location.

Some top tips for adapting case management services during COVID-19 include:

Management Adaptations

• Update existing referral pathways. Include notes on services (health, WASH, nutrition, protection, etc.) that might close, reduce or be changed due to the pandemic.
• Develop or update safety plans with the child, including who and how to contact someone they trust if they are being harmed.
• Develop a continuity plan to cover cases where the primary caseworker falls ill or is unable to continue providing services. Ensure the plan is shared with the child and family.
• Communicate critical services and any changes to case management arrangements, reassuring clients that they will have contact with the case worker and be kept up to date.

Case Work Function Adaptations

• Inquire about the health of the household before or at the beginning of the interaction. If anyone is unwell, support referral to a health service provider.
• Inform children and families about what they can expect next and how you will communicate. Ensure that children and families can contact the caseworker in the case of an emergency.
• Promote age-, ability-, and gender-sensitive key messages related to personal hygiene, safety, social/physical distancing, etc. with children and families.
• Provide key parenting messages and tips that focus on stress reduction, child development, social and emotional learning, safety, how to access services, etc.
• Document all interactions with the child/caregiver/trusted adult in line with updated information management procedures.

For face-face work, case workers should ensure compliance with prevention and response measures in place. For example:

• Be equipped with hand sanitizer and follow national guidance (e.g. mask wearing).
• Wash/sanitize their hands frequently before, during and after any home or community visit.
• Follow and promote social distancing recommendations that are in place (e.g. a safe distance of 2m).
• Where possible, conduct visits outside in a wide-open, safe, well-ventilated space rather than inside.
• Stay at home if they or someone in their household are sick. In this case, the supervisor should identify another caseworker to support the children and families in their care.

Would you like to learn more on adapting case management during COVID-19?

You could also register for this Massive Open Online Course on COVID-19: Adapting Child Protection Case Management.