Example 1: Integrated Case Management for Social Services and Employment Support

Process Flow

This example illustrates how PRS.EMP.04: Program Updates for Case Management can be implemented for social protection and employment support systems can both update a beneficiary record to create a complete beneficiary view. In this example the two systems shared an integrated case management platform allowing both a social worker and an employment counselor to see the same record, preventing the beneficiary from having to tell their story twice and ensuring that the job plan doesn't conflict with the social support plan. In other cases, the case management component can function as an independent system.

The process is implemented in combination with the PRS.EMP.01: Referral of Social Protection Program Beneficiaries to Employment Support Programs

Process Flow:

Section	Description
Actors and Entities	Household, ESS system , SP System, Social Case Manager, Employment Counselor
Assumptions	An integrated case management function is in place
Prerequisites	Legal data-sharing arrangements between SP and Employment Support are established There is an interoperability link between the Social registry and the public works program system
Process Inputs	Household details
Process Flow Steps	Step 1: A household is registered in the social protection system Step 2: Employment program is notified of able-bodied household member Step 3: A Social Case Manager and an Employment Counselor work together to create a single Individual Social-Employment Plan. Step 4: Social Case Manager and an Employment Counselor update the beneficiary record on service provision details or information changes Step 5: Any updates are automatically synched between the two systems
Outputs	Real-time beneficiary records update for management and monitoring
Control Points	Case managers' updates are reviewed by supervisors to ensure that "Individual Plans" are actually being followed and aren't just data
Exception Handling

Diagram 1 - Integrated Case Management for Social Services and Employment Support