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Core Concepts and Principles of Effective Case Management: Approaches for the Social Service Workforce

This document represents the work of the Global Social Service Workforce Alliance Case Management Interest Group.

The use of quality case management practices has been shown to improve decision-making and service delivery in child welfare and protection that reduces violence against children, prevents unnecessary family separation, and improves child and family outcomes. In recent years, many organizations have been working on the development of case management standard operating procedures (SOPs), training materials and program guides. These are intended to strengthen the ability of the social service workforce to carry out effective case management practices. Although a lot of information about case management is currently available, members of the Global Social Service Workforce Alliance suggested a concise description of the concept of case management and the basic ideas or rules that explain, outline or provide guidance on how case management is used and the role of the social service workforce.

The aim of this document is to support the social service workers responsible for implementing a case management process, by articulating the main principles and concepts of case management. It includes foundational definitions and descriptions of the basic components or steps of a case management process. This paper is not meant to be prescriptive, but rather to serve as a guide to help inform or reflect upon local and contextualized approaches. It is the hope of the Global Social Service Workforce Alliance that the information provided herein can help to inform case management practices and processes at all levels including community as well as statutory processes as implemented by professional and para professional social service workers.

See also the Global Social Service Workforce Alliance's Case Management Compendium.


Global Social Service Workforce Alliance
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Gray literature
Resource Database