The Government of Malawi

CHILD PROTECTION
CASE MANAGEMENT
TRAINING MANUAL
ACKNOWLEDGEMENT

Many stakeholders have played important roles in in the development of this manual.
Firstly, we would like to recognise stakeholders who participated in the development of
the initial training manual. Secondly the Ministry acknowledges the role of the Case Man-
agement Core team in the review of the manual taking into account lessons learnt and
emerging issues. Special acknowledgements go to Mr. Enock Bonongwe (the National
Coordinator for Case Management); Mr. Samuel Phiri (Chief Social Welfare Officer) and
Mr. Willard Manjolo (Director of Social Welfare) for their enthusiastic support, guidance,
and hard work on bringing case management to this point so that it can be rolled out
nationwide in due time. Appreciation is also extended to those who participated in the
review of this manual. These organizations included; UNICEF, NOVOC, YONECO, Save
the Children, World Relief Malawi, Catholic Relief Services and National Child Justice Fo-
rum. Most importantly, heartfelt thanks are extended to the many case managers who will
be assisting the vulnerable children and families who will benefit from their commitment,
competence and dedication.

Special thanks go to USAID for the financial support and UNICEF for the technical assis-
tance in developing this manual.

Finally, the Ministry of Gender, Children, Disability and Social Welfare is grateful to
UNICEF for the technical support which has led to the development and completion of
this manual. Special thanks goes to Nankali Maksud, Chief of Child Protection Section,
UNICEF, for her leadership during the entire process.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 1

 INTRODUCTION

This Child Protection Case Management five-day Training Manual has been developed
by the MoGCDSW with technical support from UNICEF Malawi and civil society organ-
isations working in child protection. The training manual was developed to meet the
needs of Community Child Protection Workers and other social workers in the Ministry of
Gender, Children, Disability and Social Welfare as well as those working in tandem with
the justice, health and law enforcement systems including civil society actors providing
case management services in Malawi. The training manual is based on the revised Case
Management Framework, the Case Management Capacity Development Plan 2014-2020,
and the Case Management Tools revised and validated by the Core Working Group on
Case Management (consisting of a cross section of government and civil society organ-
isations) in July 2014. It is assumed that the trainer(s) using this Manual will be experi-
enced in both the theories and practice of case management, and capable of generating
lectures and presentations based on the information provided in the Case Management
Framework, the Case Management Capacity Development Strategy and using other rele-
vant local materials and the media as needed.

TRAINING METHODOLOGY

This manual is designed to be used in tandem with the Case Management Framework,
which should be used as the manual for the trainees throughout the training period.
Hence, a copy of the Framework should be given to each participant ideally at least
one week before the training. The training modules follow the chronological order of the
Framework, and is to be delivered over a five-day training period. Training will be optimal
if it can be limited to 25 or fewer participants at one time. At the onset participants will
be divided into four groups with no more than 7 - 8 members in each group, with varying
knowledge and skill levels as well as specializations, so that there are opportunities to
engage in productive discussions and at the same time network across sectors. Starting
the second day each of the teams will give a recap of the day before, to reinforce the ma-
terial from the previous day. However, the modules are designed to maximize the available
time each day, so there is no room for extended breaks or late starting.

The trainer(s) should preview the modules well ahead of the training, so that they can
thoroughly understand the concepts, proposed methods, and prepare additional pre-
sentations and activities that they feel will reinforce the learning points. Each module
lists the major tasks the trainer needs to do ahead of time, some requiring as much lead
time as one month, particularly the section on preparations, to line up speakers, select
panelists, etc. The training combines didactic presentations, whole group discussions
and small group activities to accommodate a variety of learning methods and feedback
mechanisms. Practice based scenarios, role plays and other strategies that promote in-
teractive discussions are also used. The trainers should also consider the level of training
and experience of the participants and tailor the material for a wide range of participants.

2 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

TARGETED PARTICIPANTS

The manual is designed to build training of trainers (TOT) skills for trainers of case
managers and increase their knowledge base for the effective implementation of case
management at all levels. The participants will be drawn from all District Social Welfare
Offices, relevant government offices and Civil Society Organizations. The focus of the
training will be both awareness creation in case management, the role of case managers,
developing skills and competencies for training case managers in the communities. All
participants should take the pre-test before training starts and take the post-test at the
end of the training. These are simple but powerful tools in providing feedback and gaug-
ing training needs as well as adding evidence of the effectiveness of training.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 3

 DEFINITIONS

ADVOCACY A set of targeted strategies and actions aimed at decision

makers in support of specific policy or programme to ad-
dress an identified need.

CHILD PROTECTION A coordinated service delivery approach at the individual

CASE MANAGEMENT and household levels involving the identification of vulnera-
ble children, assessment and planning, referral to services
and follow up, in collaboration with the extended family,
community and other service providers.

CASE MANAGER A person responsible for overall coordination of identifi-

cation, assessment and management of individual cases
of children in need of care and protection using the Child
Protection Case Management approach.

CASE WORK The process of helping individuals, families and commu-

nities to solve their problems. Case work deals with the
problems of an individual on a one to one basis; it may also
involve intervention with family members and linking with
the community around them.

CHILD A person below the age of eighteen (18) years.

CHILD ABUSE Any act that endangers a child’s physical or emotional

health and development, including non-accidental physical
violence or injury to the child, sexual violation of the child,
and verbal/psychological abuse that humiliates, shames,
or frightens the child.

CHILD DEVELOPMENT The process of change in which a child comes to master

more and more complex levels of moving, thinking, feeling
and interacting with people and situations in the environ-
ment.

4 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

CHILD LABOUR Work that is physically, morally, socially and mentally harm-
ful to the child, or work that robs the child of his or her
rights to education, health, play and association. However,
light work that does not affect the child’s development and
is meant for socialization and preparing the child for adult
responsibility does not constitute child labour.

CHILD PROTECTION Preventing and responding to specific situations where

children are at risk of or subject to abuse, neglect, vio-
lence, exploitation, discrimination, or deprivation of paren-
tal or other family care, with a view to upholding and pro-
tecting their rights.

CHILD PROTECTION One who works with families, children and communities to
WORKER ensure that support is offered to minimize the risk of harm
to children. This label can be broadly applied to all those
who are employed or volunteer to provide child protection
services.

CHILD TRAFFICKING The recruitment, transfer, harbouring or receipt of persons

by means of threat or use of force or other forms of coer-
cion, of abduction, of fraud, of deception, of the abuse of
power or of a position of vulnerability or of the giving or
receiving of payments or benefits to achieve the consent
of a person having control over another person for the pur-
pose of exploitation i.e. sexual, labour, services or removal
of organs among others.

COMMUNITY A group of people living in a particular local area with

shared elements such as territory, culture and interaction
networks.

COMPETENCIES The values and ethics, knowledge base, and skills needed
to implement case management services.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 5

 ECOSYSTEM The entire system that surrounds an individual, starting
with family, extended family, community, and larger society
containing the resources and challenges that impact the
wellbeing of the individual

FAMILY The basic unit of the society composed of various mem-

bers who are related or not but who identify themselves as
belonging together to nurture and support each other.

NEGLECT Failure by parents / guardians / caregivers or other adults

to provide adequate physical, emotional or educational
care for a child to develop into a healthy person physically,
intellectually, emotionally and psychologically.

NETWORKING A process by which two or more organizations / individuals

collaborate to achieve a common goal. In child protection,
networking is used to exchange information, strengthen
partnerships at all levels and building coalition among
stakeholders to improve policies, programming and ser-
vices.

ORPHAN A child under the age of 18 who has lost one or both par-
ents through death.

PSYCHOSOCIAL The ongoing process of helping to meet the social, emo-

SUPPORT tional, physical, spiritual and mental needs of children. It
goes beyond meeting a child’s physical needs and places
more emphasis on the child’s psychological / emotional
needs and their need for social interaction.

PROTECTIVE An environment in which a child lives in safety and dig-

ENVIRONMENT nity made possible by having the necessary laws, social
norms, and resources to assist children at risk of abuse,
neglect, exploitation or violence.

6 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

SERVICE PROVIDER An individual or institution that provides services to those
in need of the services and products they offer.

SEXUAL ABUSE This is actual or threatened physical intrusion of a sexual

nature with a child by adults or peers. It includes fondling a
child’s genitals, making the child touch the offender’s gen-
itals with any part of the child’s body, sexual intercourse,
incest, rape, sodomy, exhibitionism, and sexual exploita-
tion.

SEXUAL Any abuse of a position of vulnerability, differential power

EXPLOITATION or trust for sexual purposes. This includes profiting mon-
etarily, socially or politically from the sexual exploitation
of another person including from pornographic acts and
prostitution.

VALUES A set of deeply held beliefs about what is right and wrong,
and how one should relate to others

VULNERABLE Condition in which an individual’s basic needs of survival,

safety, and development are jeopardized or threatened due
to poverty, illness, violence, abuse, exploitation or neglect.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 7

 LIST OF ACRONYMS

ADC Area Development Committee

AIDS Acquired Immune Deficiency Syndrome
CBCC Community Based Child Care Centre
CBO Community Based Organization
CCPJA Child Care, Protection and Justice Act of 2010
CCPW Community Child Protection Worker
CP Child Protection
CRC Convention on the Rights of the Child
CSO Civil Society Organization
CVSU Community Victim Support Unit
DCP Division of Child Protection
DCPC District Child Protection Committee
DSW Department of Social Welfare
DSWO District Social Welfare Officer
FBO Faith Based Organization
GCY&S Gender, Children, Youth and Sports
GVH Group Village Head
HIV Human Immunodeficiency Virus
JSSP Joint Sector Strategy Plan
LDC Least Developed Country
MoGCDSW Ministry of Gender, Children, Disability and Social Welfare
NGO Non-Governmental Organization
NTWG/CP National Technical Working Group on Child Protection
OSC One-Stop Centre
OVC Orphans and other Vulnerable Children
PVSU Police Victim Support Unit
SWG Sector Working Group
TA Traditional Authority
UNICEF United Nations Children’s Fund
VDC Village Development Committee
VSU Victim Support Unit

8 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 9
 TABLE OF CONTENTS

Acknowledgement 1
Introduction 2
Training Methodology 2
Targeted Participants 3
Definitions 4
List of Acronyms 8
Case Management Training Schedule Overview 11

Module 1-A Child Protection Risks in Malawi 14

Module 1-B Case Management in the Protection System 21
Module 1-C Core Competencies of a Case Manager 27
Module 1-D Guiding Principles and Code of Ethics 32
Module 2-A Child Development and Child Protection 40
Module 2-B The Eco-System Model in Case Management 44
Module 2-C Overview of the Case Management Process 48
Module 2-D Intake, Initial Assessment and Case Dismissal 51
Module 2-E Using the Tools for Assessment and Planning 56
Module 3-A Case Conferences 61
Module 3-B Making Referrals to Service Providers and Follow-up 67
Module 3-C Case Review and Case Closure 73
Module 4-A Field Application of the Tools 77
Module 5-A Reporting and Supervision Skills 80
Module 5-B Interviewing Skills 86
Module 5-C Counselling Skills 93
Module 5-D Crisis Management Skills 98
Module 5-E Coordination, Networking and Collaboration Skills 101
Module 6-A Interpersonal Skills 107
Module 6-B Personal Skills 113
Module 6-C Way Forward for the Case Management System 120

APPENDIX A Case Management Tools 122

APPENDIX B Case Scenarios for Training (1-6) 136

10 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

CASE MANAGEMENT TRAINING SCHEDULE OVERVIEW

DAY 1
Morning: Welcome, Introductions & Official Remarks (30 minutes)
Administration of Pre-Test (30 minutes)
Assignment of Teams and re-seating (10 minutes)
Distribution of Training Packets & Overview of Training (30 minutes)
Module 1-A: Child Protection Risks in Malawi (75 minutes)

Afternoon:
Module 1-B: Case Management in the Child Protection System (60
minutes)
Module 1-C: Core Competencies of a Case Manager (60 minutes)
Module 1-D: Guiding Principles & Code of Ethics (90 minutes)

DAY 2
Morning: Recap of Yesterday (Team Presentation) (30 minutes)
Module 2-A: Child Development & Child Protection (60 minutes)
Module 2-B: The Eco-system Model in Case Management (60
minutes)

Afternoon: Module 2-C: Overview of the Case Management Process (30

minutes)
Module 2-D: Initial Intake and Case Dismissal (30 minutes)
Module 2-E: Using the Tools for Assessment & Planning (2.5 hours)

DAY 3
Morning: Recap of Yesterday (30 minutes)
Module 3-A: Case Conferences (60 minutes)
Module 3-B: Making Referrals to Service Providers/Follow-up (60
minutes)
Module 3-C: Case Review & Closure (30 minutes)

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 11

 DAY 4
Morning: Recap of Yesterday (30 minutes)
Module 4-A: Field Application of the Tools (all day)

Afternoon: Debriefing

DAY 5
Morning: Recap of Yesterday (30 minutes)
Module 5-A: Reporting & Supervision Skills (75 minutes)
Module 5-B: Interviewing Skills (75 minutes)
Module 5-C: Counseling Skills (60 minutes)

Afternoon: Module 5-D: Crisis Management Skills (60 minutes)

Module 5-E: Coordinating and Collaboration Skills (75 minutes)

DAY 6
Morning: Recap of Yesterday (30 minutes)
Module 6-A: Interpersonal Skills (75 minutes)
Module 6-B: Personal Skills—all (75 minutes)

Afternoon: Module 6-C: Way Forward for the Case Management System (75
minutes)
Administration of Post-Test (30 minutes)
Closing Remarks

12 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

DAY 1 ADMINISTRATIVE NOTES

Preparation Ahead:
• Copies of pre-test, one for each participant.
• List of ‘home teams’ (no more than 7-8 in each): These teams will sit together at their
‘home’ table and remain the same throughout the training unless specified otherwise
in this manual.
• Training Packets with Case Management Framework, Tools, Case Scenarios & note-
book.
• Review all relevant material in Case Management Framework.

1. Administration of Pre-Test:
a. Explain that everyone will take a short pre-test on child protection and case manage-
ment in Malawi. Explain that this will only be a baseline to be compared to the post-
test to see how effective the training is, and that the scores will be kept confidential.
b. Distribute the pre-test in front of the participants, face down. When everyone has
received the test, tell them they can turn them over, and take the test quickly without
consulting with one another (10 - 15 minutes).
c. In 15 minutes collect the test and put them away. Score them to assess where the
knowledge level is, so that the trainer can put particular focus on areas where the
participants’ knowledge is weak.
d. Participants coming late must take the pre-test before they can join the group.
2. Assignment of Teams & Re-seating
a. After the pre-test, announce the composition of teams. They will be in teams, each
made up of a mix of experienced/less experienced, different sectors, and skill levels.
Ask them to move to the table for their group (each team table should have no more
than 7-8 people).
b. Explain that each table will be a team and will be like their family, to do many things
together. For one thing, each morning, a team will provide a 30 minute ‘Re-Cap’ of
what they learned the day before.* Assign team numbers and have them give their
group a name if they would like—they can be humorous.
c. Schedule the Re-cap team presentations for Days 2, 3, 4 and 5. (It would be ideal
if there were only four families so every group has a chance to present. If not, then
some will have to ‘blend’ with other families to create the presentations). Tell them
that they can use Power Point, role plays, or any other means of presenting what they
learned. The team should meet the evening before to plan their Re-Cap presentation.
Encourage them to enjoy the process.

3. Distribution of Training Packets:

a. At this point, each participant should receive a training packet containing the Case
management Framework, Tools, Case Scenarios, a notebook, pens, etc. However,
facilitators may decide to handover the reference materials at the end of the training.
b. Then give a short overview of the Training Schedule included in this document.

* RE-CAP presentations: Explain that starting on Day 2 until the last day, each team will make a presentation
as the first item of business. Their presentation will be on the most important things from the day before. In
order to prepare, the designated team will meet at the end of the day starting on Day 1, to plan their presen-
tation. They will have 30 minutes to present at the beginning of Day 2, 3, 4 and 5.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 13

 MODULE 1-A
Child Protection
Risks in Malawi

75 minutes

14 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

OBJECTIVES OF MODULE 1-A:
By the end of this module, participants will;
• Understand the child protection issues prevalent in Malawi.
• Understand the major types of abuse, neglect, exploitation and violence.
• Learn the difference between group-based categorization (street children, OVC) vs.
risk-based categorization of children (abuse, neglect, exploitation & violence), and
why the latter is better to serve a wider range and larger numbers of children.
• Learn how the CCPJA has identified children at risk, and become familiar with that
list, while recognizing that it is not a comprehensive list because the list is group-
based rather than risk-based.
• Understand their role in identifying children in need of care and protection as provid-
ed in the Child Care Protection and Justice Act (CCPJA of 2010).

CORRESPONDING MATERIALS IN THE CASE MANAGEMENT FRAMEWORK:

• Figure 2 and Table 3, and their accompanying texts.

• Section 2.2. Knowledge of Major Child Protection Issues.

PREPARATION AHEAD:
• Read the corresponding materials in the Framework.
• Prepare the presentation as guided below.

DELIVERY OF MODULE 1-A

ACTIVITY: Brainstorming (5 minutes)

Step 1: Ask participants to brainstorm on the meaning of child protection (tell
them not to look in the definitions section).
Step 2: Record all Answers.
Step 3: Present the prepared notes/presentation on child protection.

PRESENTATION: WHAT IS CHILD PROTECTION? (40 MINUTES)

Write the definition of ‘Child Protection’:

Child Protection: Preventing and responding to specific situations where children are at
risk of or subject to abuse, neglect, violence, exploitation, discrimination, or deprivation
of parental or other family care, with a view to upholding and protecting their rights.

Step 1: Introduce the subject by ask participants to brainstorm the meaning of Child
Protection?

Step 2: Record all answers.

Step 3: Refer back to the definition of Child Protection on the board or flip chart.
Point out that child protection includes learning to identify the targets of
child protection services—children in need of protection.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 15

 Explain that in Malawi most of us are used to identifying children by external
variables such as children on the streets, orphans, etc. (group-based) rather
than understanding the impact on children of things such as physical abuse,
educational neglect, etc (nature of risk based).

Step 4:
Write the following title on the board: “IDENTIFYING CHILDREN AT RISK
Under that, write:
1. Group-based Approach
2. Nature of Risk Approach

METHODS OF IDENTIFYING CHILDREN AT RISK

1. Group-Based Approach

• Explain that the global child protection community is in the process of evolving from
one approach to another. The first one, was the GROUP-BASED APPROACH to iden-
tify children at risk. Those groups included children such as orphans, street children,
children with disability, children in conflict with the law, etc.
• Have participants turn to Table 3 of the Framework (shown in next page).
• Explain that the Child Care Justice and Protection Act (CCJPA) defines children in
need of protection and care mostly by using groups of children (refer to Table 3 next
page). If a child’s condition fits one of those categories, the CCPJA presumes that a
child is at risk. This can serve a positive purpose in raising awareness and authorizing
an entry point for the case management system to further assess the child’s situation.
• Have participants take turns reading aloud each category of children in Table 3.
• However, explain that individualized assessment is key to determine their true need
for services. For example, a disabled child may or may not need services depending
on the care he or she is receiving and the degree to which he/she is able to par-
ticipate in education and play. Some children in domestic work may be allowed to
go to school and are treated well, while others may be abused and/or exploited. On
the other hand, a child infected with HIV will most likely need services although not
mentioned in the CCPJA.

16 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

TABLE 3

CHILDREN IN NEED OF CARE AND PROTECTION

UNDER THE CHILD CARE, JUSTICE AND PROTECTION ACT

a. The child has been physically, psychologically or emotionally injured or sexually

abused or is at substantial risk of such abuse, including by the parent or guardian
or member of the family;
b. The child has been physically, emotionally, or sexually abused or is at substantial
risk of such, and no parent, guardian, or other person has protected the child, or is
likely to protect the child;
c. The parent or guardian of the child is unfit or has neglected the child, or is unable
to exercise proper supervision and control over the child and the child is falling into
undesirable association;
d. The parent or guardian of the child has neglected the child or is unwilling to provide
for the child’s adequate care, food, clothing, shelter, education and health;
e. The child has no parent or guardian or has been abandoned, and after reasonable
inquiries the parents cannot be found while no other suitable person is willing and
able to care for the child;
f. The parents or guardians neglect the child or refuse to have the child examined,
investigated or treated for the purposes of restoring or preserving the health of the
child;
g. The child behaves in a manner that is, or is likely to be harmful to the child or to
others, and the parents or guardians are unable or unwilling to take the necessary
measures to remedy the situation; or the measures they have taken have failed;
h. There is such a conflict between the child and the parents or guardians of the child,
or between the parents or guardians, that family relationships are seriously disrupt-
ed;
i. The child is in the custody of a person who has been convicted of committing an
offence in connection with that child;
j. The child frequents company of immoral, vicious or otherwise undesirable person or
persons or is living in circumstances calculated to cause or induce the seduction,
corruption, or prostitution of the child;
k. The child is allowed to be on a street, premises or any place for the purpose of
begging or receiving alms as a habitual beggar; or is carrying illegal hawking, illegal
lotteries, gambling, or other illegal activities detrimental to the health and welfare of
the child;
l. The child cannot be controlled by his/her parents or guardian or the person in cus-
tody of the child; and
m. If the child is assessed by the Social Welfare to be in need of care and protection.

NOTE: In the last category (m), the Act allows for other types of child protection risks to be identified by the
representatives of Social Welfare, which includes all of the Community Child Protection Workers as well as
social workers at One Stop Centers, Victim Support Centers, government-run care institutions, and reforma-
tories. This gives broad discretion to those who are investigating allegation to make a determination of abuse,
neglect, exploitation or violence even when not listed in the Act. For example, children who are affected by
HIV/AIDS should most certainly be considered at risk although they are not specifically listed.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 17

 2. Nature of Risk Approach

• In contrast to the Group-Based approach, the new trend is to look at the experience
of abuse, neglect, exploitation and violence from the child’s point of view (Nature of
Risk Approach).
• So the determination of abuse/neglect/exploitation should be made based on what
the child is actually experiencing.
• Put up the Power Point slide of Figure 2.
• Refer back to Figure 2.
• Explain: The global community is moving toward identifying ALL children who experi-
ence the various TYPES of protection risks (abuse, neglect, exploitation or violence)
as shown in Figure 2. This is because many of the children experience common forms
of abuse, neglect and exploitation although often through different paths and under
different living arrangements.
• For example, street children and child domestic workers may experience both physi-
cal and sexual abuse, but children in families and communities may also experience
these forms of abuse. They have similar protection needs due to the nature of abuse,
not simply because of the group they belong to. This demonstrates how we need to
address the Nature of Risk rather than the group approach.

FIGURE 2: TYPES OF CHILD PROTECTION ISSUES

Physical
Sexual
Verbal / Emotional

ABUSE
Physical
Nutritional
Medical
Educational
Emotional
Exposed to
Domestic violence,
victimzed by VIOLENCE NEGLECT
crime, war &
conflict

Rights violations in
juvenile justice
Lack of rehabilitation
Victim issues
EXPLOITATION

Dangerous child labour

work conditions
Illegal activity
Not enough pay
Out of school

18 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

• Further, it is important to recognize that not all children who experience similar types
of abuse or neglect react in the same way, although it is good to recognize some
common risks. Individualized assessment and case planning is very important.
• Many children experience multiple dimensions of maltreatment, and each type of
maltreatment should be recognized and dealt with.

ACTIVITY: SMALL GROUP DISCUSSION FOLLOWED BY LARGE GROUP DISCUSSION

(30 MINUTES)

Step 1: Write the following (numbered) child protection risks on the flip chart (don’t
write the answers!).

Step 2: Instruct the whole group that each small group should use Figure 2 to identi-
fy the Nature of Risk suggested by each number. Give an example: The Risk
in #1 below, is nutritional neglect shown in Figure 2. They should also see if
the case would fall under the CCPJA.

Step 3: Have each small group take 15 minutes to identify the nature of risk suggest-
ed by each of the remaining items. They should also check on the CCPJA list
to see if the case fits there.

Step 4: Have one group report their answers.

Step 5: Ask if any groups had different answers than the ones given. Discuss.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 19

 CHILD PROTECTION ISSUES IN MALAWI

Malawi is one of the Least Developed Countries (LDC) in the world, with a Human Devel-
opment Index of 170 out of the 186 countries ranked in 2013. With a per capita Gross
National Income of $320 US, and 75% of people living under $1.25 USD a day, poverty
is a major dynamic that generates child protection issues.

• 41% of children under five are stunted (answer: nutritional neglect).

• 28% of the 5-11 age range, and 21% of the 12-24 age range of children/youth are
working outside of the home (exploitation, abuse, educational neglect all apply).

• Malawi is a country of origin for the trafficking of children for labor and sexual
exploitation, as well as a host country for internal trafficking (exploitation, sexual
abuse, emotional abuse).

• One-third of the girls marry before age 18 (compared to only 2% of boys) (educa-
tional neglect, sexual abuse, physical abuse through early child birth).

• Significant proportion of children experience bullying, sexual abuse (up to 65% of

girls) and other forms of violence at school, at home and in the community (abuse,
violence).

• Only 9.7% of boys and 10.4% of girls attending secondary schools, far below the
enrolment rates of 29.7% and 28.8% respectively (educational neglect).

• Over 1.3 million children have lost one or both parents, 770,000 of them due to
AIDS (it depends on their individual circumstances, likely nutritional and emotional
deprivation).

• Over 10,000 children are in residential care centres; only 9% having individualized
care plans (emotional and psychological neglect through deprivation of family and
via lack of individualized care plan. They may also be exploited by profit-minded
orphanages).

20 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

MODULE 1-B
Case Management
in the Child Protection System

60 minutes

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 21

 OBJECTIVES OF MODULE 1-B:
By the end of this module participants will:
• Learn what child protection case management is.
• Learn the purposes and functions of child protection case management.
• Understand case management as a micro system of the larger child protection sys-
tem.
• Learn the six system components of the case management system and the larger
child protection system.

CORRESPONDING MATERIAL IN THE CASE MANAGEMENT FRAMEWORK:

• Section 1.1. Definition of Case Management.
• Section 1.2. The Role of Case Management in the Child Protection System.
• Figure 1 and Figure 3 and their accompanying texts.
• Section 1.3. Development of Case Management Programming in Malawi.
• Section 2.3.1. Case Management in the larger Child Protection System.

PREPARATION AHEAD:
• Read the corresponding materials in the Framework.
• Make sure you have Slides 3-8 of the Power Point presentation that goes with the
manual.
• Prepare the presentation as guided below.
• Write the Definition of Case Management (immediately below) on the board or flip
chart, cover it up.

Child Protection Case Management: A coordinated service delivery approach at the in-
dividual and household levels, involving the identification of vulnerable children, assess-
ment and planning, referral to services and follow up, in collaboration with the extended
family, community and other service providers.

DELIVERY OF MODULE 1-B

BRAINSTORMING and DISCUSSION (10 minutes)

Introduce the topic by explaining that as we noted earlier, Malawi’s children are at great
protection risk. This is why government has embarked on a concentrated effort to provide
child protection case management.

Step 1: Ask all participants to brainstorm on the definition of Child Protection Case
Management.
Step 2: Record all answers.
Step 3: Reveal the definition that is covered up. Invite the group to read it together,
slowly.
Step 4: Invite participants to identify key concepts, and why they feel it is key. The
following points should be brought out, if not already highlighted by partici-
pants:

22 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

• “Coordinated approach” – case management takes a lot of coordinating
with others. The case manager does not directly solve the problems of the
client, but rather assesses the client’s needs and links them to service pro-
viders, and then follows up.

Note: Case managers do provide limited direct services such as crisis management in
the beginning (if there is one), and some on-going general counseling to help the clients
meet their case goals. This means that one of the case manager’s greatest tools is knowl-
edge of the resources.

• “Individual and Household levels” This recognizes the fact that many of
the child’s problems will be resolved by dealing with problems at the house-
hold level. Because children are so dependent on their families, case man-
agement work must focus on this. However, some problems are individual to
the child and must be dealt with at that level.
• “Identification, Assessment, Planning, Referrals & Follow up” are all key
steps involved in case management. We will learn all of these in greater de-
tail later.
• “In collaboration with extended family, community and service provid-
ers” emphasizes the fact that the family is encompassed within the extend-
ed family and the community. These are the natural and informal helping
systems that may be culturally appropriate and sustainable, but specialized
services provided by more formal government or civil society organizations
may be more appropriate in specific situations.

POWER POINT PRESENTATION (10 minutes): Show slides 3 to 8 on Case Manage-

ment. These slides will demonstrate how Case Management is like a bridge, basic build-
ing blocks of a building, and wheels of a car. They are good visuals to help the partici-
pants see the important roles of case management. They are also a nice transitional tool
to the next section.

GROUP DISCUSSION: What is the Child Protection System? (20 minutes)

Step 1: Explain that we need to step back and look at the larger picture that case
management functions in —this larger picture is the child protection system
of Malawi.

Step 2: Recruit two volunteers. One will come up and draw the system’s ‘House’ on
the board or flip chart (including the children). The other one will write in
what each block is labeled from the picture shown in the Framework.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 23

 Step 3: Now show Power Point slide labeled Malawi Child Protection System. Explain
how the interlocking blocks create a holistic child protection system where
all children experiencing, or are at risk of abuse, neglect, exploitation or vio-
lence, would be identified and served by a system that has six components
which must work together to be operational. Show where case management
fits.

Step 4: Briefly explain the six system components (from the bottom of the House
model):

• Structures component refers to the existence of, and coordination between organi-
zations implementing child protection policies.

• Functions are the laws and policies relevant to child protection (in many other coun-
tries this component is referred to as the ‘Policy Framework’ and is viewed as foun-
dational to all other system components).

• Capacities refer to the human, financial and material resources to carry out the work.

• Continuum of Protection Care refers to the services available, ranging from preven-
tative to rehabilitative programs.

• Process of Care refers to how service delivery is organized. This is where Case Man-
agement is listed as a method of service delivery in Malawi.

• Accountability addresses standards, complaint mechanisms, data systems, and

monitoring and evaluation.

24 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

PRESENTATION: What is the Case Management System? (10 minutes)

FIGURE3: CASE MANAGEMENT SYSTEM

FUNCTIONS

PROCESS
CAPACITIES
OF CARE

CASE
MANAGEMENT
SYSTEM

CONTINUUM STRUCTURES
OF CARE

ACCOUNT-
ABILITY

Draw Figure 3 (shown above) on the board or flip chart, or use the Power Point slide.
Explain that the outer circles represent the six components of the system “house”, only
this one is drawn in a circle rather than a house.

The case management system must be built on all six of the components. In other words,
the larger Child Protection System must contain all six components and each component
must coordinate with all others in order to operationalize the services on the ground,
including case management services.

Case Management system is also a smaller system in the larger Child Protection system,
and has the same six components: policies, structures, capacities, continuum and pro-
cess of care, and accountability mechanisms. Give an example of how this works:

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 25

 Case Scenario: A girl is sexually defiled in her village. The crime is reported, and the
child protection system is alerted. The child is taken to a Police Victim Support Unit and
interviewed and taken to a nearby medical clinic for screening. The case is reported to
the relevant Village Chief who contacts the Community Child Protection Worker (CCPW).
The CCPW immediately visits the girl’s home and assesses the girl as well as the entire
household’s ability to care for her.

DISCUSSION (10 minutes): Based on the above scenario, solicit ideas on each of the
six components of the case management system. What in the scenario constitutes:

• Functions (policies)? (laws regarding sexual abuse)

• Structures? (police, village chief, CCPW, medical clinic)
• Capacities? (how well each actor has been trained to do his/her job, how much finan-
cial, communication and transportation support is provided for the work, are there
private offices at the police unit, etc)
• Continuum of Care? (Is this a preventative or responsive care? How could we strength-
en preventive care to protect children in the future?)
• Process of Care? (How well was each portion of the service provided? Did each of-
fice have a procedure clearly worked out? How well does the process respond to the
need at hand?)
• Accountability (if actors didn’t do a good job, can the girl’s family complain to any-
one? Was there a record of all that happened? Is there a system of monitoring and
evaluating services by these service providers?)

Reinforce the centrality of case management services: Case Management is at the

center of the child protection system. It is like a bridge that links vulnerable children to
the services or resources they need,

Reminder: case management is like the wheels of a car to make it possible to drive on
the road of services. (Refer back to the Power Point slides to reinforce these concepts).

26 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

MODULE 1-C
Core Competencies
of a Case Manager

60 minutes total

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 27

 OBJECTIVES of Module 1-C:
By the end of this module, participants will;
• Understand the ten Core Competencies of a case manager.
• Understand the relationship between values, knowledge, and skills that are neces-
sary to engage in case management work.
• Be motivated to achieve the minimum Core Competencies.

CORRESPONDING MATERIAL FROM THE FRAMEWORK:

Table 1: Minimum Competencies of a Case Manager.
The entire content of Section 2: the Core Competencies of a Case Manager of the Frame-
work.

PREPARATION AHEAD:
Make copies of the Group Exercise Scenario below (bottom of this page and top of next
page).

DELIVERY OF MODULE 1-C

GROUP EXERCISE (30 Minutes)

Step 1: Divide participants into groups of 7-8 participants.

Step 2: Ask each group to respond to the following scenario and discuss the follow-
ing questions.

Step 3: Let each group present in plenary.

Step 4: Summarize and complete the session by presenting prepared slides/notes.

Have the participants respond to the following scenario:

Imagine that you are a parent who lives far away from your family, in order to make a
living. You miss your family very much, and although your parents are taking care of your
children, they are getting old and you feel sad that your children are growing up without
a father or mother with them. One day you learn that your ten year old son was beaten by
his teacher for not doing so well on an exam and being sleepy during school. Your son
was beaten so severely that he got some broken ribs and open cuts, requiring emergency
medical attention. The medical clinic made a child protection referral and now a CCPW
is involved as a case manager. You cannot leave your work to go home, so you hope that
the case manager will do a good job.

Please discuss:
• How does it feel to be a parent of a child in need of protection?
• How did it feel to be dependent on the CCPW whom you do not know very well?
• What do you hope the Case Manager can do for your son?

28 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

• What kind of qualifications would you like the case manager to have?

Explain: Qualifications can exist along Values, Knowledge and Skills.

• Values are the guiding principles one lives by, also applied to one’s work.
• An example of a value is the belief that hard work will be rewarded.
• Knowledge and Skills are learned from education and experience.
• An example of knowledge is how the Internet works.
• An example of a skill is how to settle a dispute between two friends.

Give the groups about 15 minutes to discuss the Values, Knowledge and Skills that they
would like to see in the Case Manager in the above scenario. Have each group give a
short and informal presentation, and open up for a larger group discussion. Write the
words or phrases offered on the board or flip chart. (You will be coming back to these in
the next module).

PRESENTATION: Values, Knowledge and Skills of the Case Manager (15 minutes)

• Case managers need a basic set of principles and ethical values, as well as several
sets of knowledge and skills.

• Draw a triangle to show how values, knowledge and skills are stacked together

SKILLS

KNOWLEDGE

VALUES

• Values are what we believe in, and they determine our attitudes and behavior. The
values we hold as individuals must be compatible with human rights and justice. The
values we hold are based on a set of principles and ethics. We will study them in more
detail when we review the Code of Ethics.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 29

 • On top of these values we gain knowledge about child development, about child pro-
tection systems, case management process, etc.

• On top of knowledge, we build skills. Even if we know everything in the world, if we

don’t know how to use our knowledge with real clients, we can’t help them. So we
need to develop the skills to use our values and knowledge to help our clients.

• These values, knowledge and skills together constitute the core competencies every
case manager should possess.

PRESENTATION: Overview of the Core Competencies of the Case Manager

(15 minutes)

• Explain that the Core Case Management Working Group discussed many different
values, knowledge and skills for case managers in Malawi and decided upon the
most important ones, and these have been labeled the Core Competencies of a Child
Protection Case Manager. Explain that these are in line with the international stan-
dards for case management competencies.

• Demonstrate, as you go down the list of the competencies, that #1 is a set of values
and ethics, #2-5 are knowledge areas, and #6-10 are skill sets. But these are all
considered the basic qualifications that a case manager must have, and are called
‘competencies’.

• Refer to Table 1 in the Framework (below) or project the Power Point slide.

TABLE 1: MINIMUM CORE COMPETENCIES OF A CASE MANAGER

1. Values and Ethics of Case Management

2. Knowledge of major child protection issues and dynamics
3. Understanding the Child Protection System
4. Knowledge of child development, specifically related to child protection
5. The case management process and standard operating procedures
6. Reporting and supervision skills
7. Counselling and communication skills
8. Coordinating, networking and collaboration skills
9. Interpersonal skills: conflict management, persuasion, and leadership
10. Personal skills: self-awareness, organizational, stress & trauma management

30 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

Identifying competencies is the primary methodology of training case managers around
the world. Therefore, case management training in Malawi will be based on these com-
petencies.

Step 1: Inform participants that the training will cover all of these competencies, so
you are getting a preview of the week right now.
Step 2: Explain each competency briefly.
Step 3: Invite questions and discussion, but reassure the group that these compe-
tency areas will be discussed in detail during the week.

CLOSING POINT (5 minutes):

Conclude by summarizing the introductory points of case management in Malawi, child
protection system and core competencies.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 31

 MODULE 1-D
Child Development
and Child Protection

60 minutes

32 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

OBJECTIVES OF MODULE 1-D:

By the end of this module, participants will;

• Learn the guiding principles and values which are consistent with case management
work.
• Have a chance to reflect on their own values.
• Learn the Code of Ethics and how it applies in case management practice.
• Make a strong commitment to the Code of Ethics for Child Protection Case Managers.

CORRESPONDING MATERIAL IN THE CASE MANAGEMENT FRAMEWORK:

• Section 2.1 Values and Ethics for the Child Protection Case Manager
• Table 2: Code of Ethics for Case Managers

PREPARATION AHEAD:
• If resources allow, ask six individuals at least a week before (preferably very experi-
enced ones) to discuss the six Guiding Principles and Values of Case Management
(one person per value, 5 minutes per person). Match the person’s value system so
that they can convincingly share their belief in the particular value. Give them a copy
of the principle you would like them to discuss. Let them share how they apply it (or
have applied it) in their practice.
• Make copies of the Values Awareness Questionnaire (next page).

DELIVERY OF MODULE 1-D

GROUP EXERCISE (20 minutes)

Step 1: Ask the participants to take the Values Awareness Questionnaire (next page).
Explain that each person should be as honest with themselves as possible, and that this
is only for purposes of self-reflection. It will not be turned in or shared by anyone.

Step 2: Give each person about ten minutes to take the questionnaire.

Step 3: Ask the following questions to the group and discuss each one for a few minutes:
• Which were the most difficult questions to answer?
• Why were they difficult?
• What did you learn about yourself that you didn’t know before?
• Based on your answers, what are some values that you have that are:
• Compatible with case management?
• Incompatible with case management?

Step 4: Explain: As we have seen through this exercise, very often we are not aware of
our own beliefs or attitudes until we are confronted with a real situation. For example,
do you believe in the unconditional dignity and worth of all human beings? If so, do you
believe you can apply that belief to someone who has defiled innocent children?

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 33

 Values Awareness Exercise
Choose your position on each of these sentences.

1. Strongly Agree 2. Agree 3. Neutral 4. Disagree 5. Strongly Disagree

1. When I see a person begging on the street, I think they are very lazy.

2. People who have committed crimes are not worth bothering to rehabilitate.

3. Parents who have abused their children can change if they get services.

4. Human behaviour is purposeful, even when the actor is not consciously aware
of it.

5. When parents’ wishes and child’s best interest conflict, parents’ wishes should
be respected.

6. Small children are too immature to have their own personalities and unique
characteristics.

7. A person’s problems are almost always caused by that person, so the change
has to be made by that person alone.

8. Everyone in society has the same power.

9. I believe that as a case manager I will know the solutions better than the clients.

10. People experiencing problems often have strengths that can be used to improve
their lives.

34 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

GUEST PRESENTATION/ DISCUSSION (40 minutes):

• Write on the board or flip chart the following six Guiding Principles (those numbered
and in bold in 2.1.1. below).
• Explain that these principles and values are applicable to all human beings, not just
the clients we happen to like.
• Explain that you asked six experienced social workers to share how they apply the
principles and values in their practice.
• Ask the audience as they listen, they should evaluate themselves on each value.
• Give each presenter 5 minutes.
• After each presenter has finished, open up for questions and answers.

2.1.1. Guiding Principles and Values of Case Management

The fundamental guiding principles and values of case management1 are:

1. Dignity and Worth of a Person: Each human being has inherent worth, and deserves
to be treated with respect and dignity. This is true of everyone, including (especially)
those that are not considered important by society, or even those who have made
mistakes or have acted on bad decisions. Each person is unique and adds to the
diversity of society.

2. Basic Human Needs and Motivation: Each human being has basic needs such as
survival needs, safety and security needs, love and belonging, and self-improvement.2
These needs motivate their behaviour, sometimes in unhealthy ways, especially when
they lack access to healthier ways to meet their needs.

3. Client-Centered Service: The client is the consumer of case management services.

A case manager puts the client first above self-interest. In handling cases, the most
vulnerable of the client group should be the priority focus. In child protection work,
this means the best interest of the child should be of primary consideration.3

4. Ecosystem Perspective: Case management is founded on a holistic framework, rec-

ognizing that each person lives in an ecosystem where they interact with multiple sys-
tems such as family, community and society, and further interact with dimensions of
culture, economy, politics, religion, etc. These present both resources and challenges
that can be identified and applied in case work.

5. Empowerment: Power is an essential dynamic in human relationships, and power

structures in the ecosystem impact the resources and wellbeing of individuals and
groups. Empowering the most vulnerable in society requires balancing the inequities
that arise from discrimination, injustice and inequality of access and opportunity.

1 Adapted from numerous social work and case management sources, specifically tailored for the Malawian
context.
2 Adapted from Maslow’s hierarchy of needs. The original reference: Maslow, A.H. (1969). The farther reaches
of human nature. Journal of Transpersonal Psychology, 1 (1), 1-9.
3 See the Convention on the Rights of the Child, Art. 3. The child’s interest should weigh more heavily than the
interest of any other person or group, with consideration given to the rights and responsibilities of parents.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 35

 6. Competence and Humility: A child protection case manager must have the knowl-
edge and skills to do the work well, and to adhere to the accountability procedures.
Equally important is the attitude of humility, recognizing that they must constantly
improve their knowledge and skills to perform their responsibilities.

PRESENTATION (10 minutes):

The Code of Ethics in Case Management

Step 1: Have the class turn to Table 2: Code of Ethics for Case Managers.
Step 2: Explain that each of the principles and values result in the obligations and
responsibilities that the case manager has toward the client. They protect
both the client and the case manager. These obligations and responsibilities
are listed in the Code of Ethics.
Step 3: Have the participants note that each Guiding Principle is the foundation for
that part of the Code of Ethics, so there are six major areas for the Code of
Ethics.
Step 4: In many countries the Code of Ethics is legally and professionally binding.
Here in Malawi they are not legally binding yet, but they are still morally and
ethically binding. When we choose to become case managers, we are per-
sonally choosing to embrace these values, principles and standards. Con-
sistent and exemplary compliance is a professional expectation. Violations
should be dealt with by the supervisors and appropriate discipline should be
applied.

GROUP ACTIVITY (40 minutes):

Step 1: Divide the group into six smaller groups. They can be any number.

Step 2: Assign a Principle from Table 2 in the following two pages.

Step 3: Instruct them to read their section thoroughly, and to appoint a spokesper-
son.

Step 4: Let each group discuss the following questions with regards to the principle
they have been assigned:
1. Discuss when you faced dilemmas with one or more of the ethical stan-
dards and how you ended up handling the situation (the discussion can
be based on experience with clients or in other settings).
2. Discuss potential difficulties/ challenges you might have faced in carry-
ing out the Code section that you have been given. Try to be honest with
yourself and discuss how you can resolve the potential conflict. Give
them 15 minutes.

36 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

Step 5: Have each group share their discussion with the large group (3 minutes per
group).

After each group has presented, give the larger group a chance to ask questions to the
reporting group or make comments, before going on to the next group. If the participants
are thoughtfully participating there should be many questions and comments so giving
each group equal time will be important. Emphasize the importance of self-awareness,
humility, and a willingness to change and grow as a person. Also emphasize the impor-
tance of discussing these with colleagues and supervisor.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 37

 Table 2. Code of Ethics for Case Managers

1. Principle: Dignity and Worth of a Person

a. The case manager should treat each client with respect even when they disagree with the
case manager or have made wrong choices.
b. The case manager should recognize the uniqueness of each individual, and avoid stereotyp-
ing.
c. The case manager should focus full attention on the client(s) when they interact, without
interruptions.
d. The case manager should recognize the principle of individual autonomy and promote the
client’s right to participate in making case management decisions, taking into consideration
the age and development of the client.
e. The case manager should protect the confidentiality of private information. The only excep-
tions are: by consent by the client or the client’s parent or guardian (in the case of chil-
dren); in true emergencies to protect the client; for supervision within the same agency; in
case conferences where all parties sign a Confidentiality Agreement; and for data entry in
which case the client’s name will not be identified.

2. Principle: Basic Human Needs and Motivation

a. The case manager should uphold the child’s life; survival; health; protection from abuse,
neglect, exploitation and violence; education and family-based care.11
b. The case manager should recognize and promote the importance of family and other close
relationships.
c. The case manager should recognize that human behavior is purposeful, motivated by funda-
mental human needs; and use this information to help the client.
d. The case manager should explore creative ways of reaching each client, particularly when
the client does not seem motivated to achieve the goals of the case.

3. Principle: Client-centred Service

a. The case manager should put the best interest of the client above their own comfort, conve-
nience, social status, or recognition, while maintaining professional and personal boundar-
ies to take care of their own physical and emotional health.
b. The case manager should endeavor to understand the client’s perspective and exercise
empathy, rather than acting out of sympathy or negative judgment.
c. When a case manager is dealing with a client, he or she should treat the client in such a
way that the client feels respected, focused on, and understood.
d. The case manager should respect the principle of client self-determination in the context
of the client’s maturity and developmental level, and provide the necessary guidance and
information to serve the client’s best interest.
e. The case manager should focus on developing and implementing individualized case plans
for the particular needs of the client.

38 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

 4. Principle: Eco-system Perspective

a. The case manager should recognize that each client has both challenges and strengths,
and that their strengths can often be applied to solve their challenges.
b. The case manager should individually assess the impact of the client’s ecosystem to exam-
ine challenges as well as potential resources in the client’s environment, such as within the
family, extended family system, neighborhood and larger community.
c. The case manager should serve as a bridge between clients and their social environment
by creating linkages and referrals, utilizing the multiple perspectives of those involved in the
service provision.
d. The case manager should raise awareness and collaborate with communities to provide
child protection services at that level, and advocate to fill the gaps in the services and re-
sources.

5. Principle: Empowerment

a. The case manager should exercise care not to re-oppress or re-victimize, but to empower
the client through respectful and professional service.
b. The case manager should apply the principle of equity among his or her clients, using best
professional judgment in determining the amount of time and attention each case should
receive, depending on the urgency and severity of needs.
c. The case manager should exercise empowerment and capacity building with clients; howev-
er, enablement may be extended to clients in acute crises or those who are not able to help
themselves.

6. Principle: Competence and Humility

a. The case manager must possess the requisite knowledge and skills for conducting case
management activities, and demonstrate competence in a measurable way.
b. The case manager must maintain physical and emotional health necessary for the work,
through good self-care including the management of stress and vicarious trauma.
c. The case manager should continually learn and add new knowledge and skills to his or her
professional repertoire.
d. The case manager should act upon his or her need for supervision and case conferences
to ensure that he or she is managing cases in ways that will appropriately serve the client’s
best interest.
e. The case manager should maintain accurate records and standards of accountability re-
quired by his or her organization.

4 U.N. Convention on the Rights of the Child, 1989

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 39

 MODULE 2-A
Child Development
and Child Protection

60 minutes

DAY 2
Re-Cap of Yesterday (30 minutes)
Fill in any gaps as needed.

40 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

OBJECTIVES OF MODULE 2-A:
By the end of this module, participants will be able to;
• Understand the basic development needs of children.
• Learn how child protection case management is related to promoting the develop-
ment of children.

CORRESPONDING MATERIAL IN THE CASE MANAGEMENT FRAMEWORK:

• Section 2.4. Knowledge of Child Development.

PREPARATION AHEAD:
• Study the relevant material in the Framework.

DELIVERY OF MODULE 2-A:

INTRODUCTORY COMMENTS (10 minutes)

Step 1: Welcome everyone to Day 2 of training, and compliment the Recap team.
Step 2: Explain that this is already Competency #4. Refer back to Table 1 in the
Framework.
Step 3: Review:
• Competency #1 is the Code of Ethics, which were the values and
ethics related to case management work.
• Competency #2 is the knowledge of major child protection issues and
dynamics.
• Competency #3 is understanding the child protection system
• In Competency #4, we will learn about basic child development that is
necessary for protection case managers.
• There is a huge body of knowledge regarding child development, but we only
have time to cover the aspects that are the most relevant to child protection
issues. These include children’s (write on board or flip chart) 1) physical, 2)
emotional/psychological, 3) social and 4) educational developmental needs.
• Stress that most parents are able to meet these developmental needs for
their children. But if they are not able or willing to, we have to step in, to en-
sure that these basic developmental needs are met (the safety net concept).
• Under international and domestic law, it is the responsibility of the national
social welfare system to provide the safety net protection to the children.
Parents who are willing but unable to care for their children are entitled to
receive services as well. In the long run we want to empower parents to care
for their children but until then we have to help.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 41

 GROUP DISCUSSION: Dimensions of Child Development (25 minutes)

Step 1: Write down the dimensions of child development.

Step 2: For each dimension of development written down, ask participants what spe-
cific things are necessary? Give example: child must have nutritious food for
physical development. What else? Write down their answers.
Step 3: After each area has been filled out, make sure the following are covered.

• Physical development (It requires nutritious food, safe drinking water, medical care,
immunizations, protection from diseases (e.g. mosquito nets), sanitation (garbage
disposal and toilet or latrine), etc. They also need protection from physical and sexual
abuse). Discussion: what are the major challenges you see in your local area in this
aspect of development?

• Emotional/Psychological development (It requires the child to grow up in a family

setting where they can feel love, happiness and understanding (according to the
CRC, paragraph 7). The key is individual attention by a caring adult.)
• Children are denied this when their parents pass away, go away for work, or put
them in institutions due to poverty (there are over 10,000 children in institutions
in Malawi and they receive very little attention. Only 9% have a Case Plan).
• Some children are abandoned, or even sold for child labour. They experience
trauma and loss of self-esteem.
• Even children who live at home can be emotionally damaged when their parents
engage in domestic violence, substance abuse, child abuse, etc.
• Children who feel discriminated against, those who suffer stigma.

• Social development (has to do with the child connecting with the larger world out-
side the family. The peer group in the neighborhood and community, friends at school,
and feeling valued in the community are all part of this. See the Ecosystem model,
Figure 4).

• Educational development (is now considered as a basic right of children, and as

important as food and shelter due to its long term impact on the wellbeing of the child
and his/her later life as an adult. Girls are often discriminated against in this aspect,
even by their own families. Watch for this).

Step 4: Discuss with whole group: What are some of the biggest threats to children
growing up in Malawi as healthy and functioning adults? Check or add these
items on the list already on the board.

SMALL GROUP ACTIVITY (20 minutes)

Step 1: Let the participants engage in a discussion with their own groups about their
own upbringing along these four dimensions of development. These can be positive or
negative, but mostly it’s a time to share what they have experienced and how they have
become stronger.

42 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

Step 2: Have each table share the experience of one of their group members. This
should be told by a person other than the one who had the experience that
is shared, with the permission of the person who shared it. (This is a training
method to build solidarity and mutual respect).

FINAL ACTIVITY (5 minutes): Let selected participants share one important thing they
are taking away from this training.

Call on some of the most confident people in the room first, then invite others. Enthusias-
tically repeat the things that are shared and summarise.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 43

 MODULE 2-B
The Eco-system Model
in Case Management

60 minutes

44 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

OBJECTIVES OF MODULE 2-B:
The participants will be able to:
• Understand the Eco-system model as one of the basic principles of case manage-
ment.
• Learn how to use the Eco-system model as a major conceptual framework to apply in
case management practice.

CORRESPONDING MATERIAL IN THE CASE MANAGEMENT FRAMEWORK:

• Figure 4 (Eco-system Model of a Child’s Protection System) and related text.

PREPARATION AHEAD:
• Slide #12 of the Power Point.
• Thorough understanding of the relevant material in the Framework.

DELIVERY OF MODULE 2-B:

PRESENTATION (20 minutes)

Step 1: Project/distribute the Power Point slide of Figure 4 (Eco-system Model of

a Child’s Protection System, show below) up on the screen. Keep it up the
entire session.
Step 2: Explain that the eco-system model is an important part of case management.
Ask whether they have heard of it already (it is one of the Guiding Principles
of case management).

Some reasons for understanding the ecosystem are;

• Previously case management focused mostly on the child (point to child, etc).
• But we have come to realize that the child’s wellbeing is dependent largely on the
wellbeing of the family and the systems outside the family. What are some ways that
the child depends on the family? (invite responses).
• But the family cannot always solve its own problems, it often needs to rely on the
extended family system.
• Of course, the family also lives in the community, and we have to rely on the individu-
als and organizations in the community to help many of the vulnerable families. Even
for very highly functioning families, the community plays a major role in their health,
education, and psycho-social support.
• Communities, in order to be helpful to the families, need support and resources from
the TA, and the TA has to rely on the District, and the District on the national gov-
ernment. Community resources include CSOs, which provide important support to
vulnerable children and families. When their funding ends or they duplicate efforts,
the child’s eco-system is not as functional as it needs to be.
• So we can see that all of these different system ‘layers’ constitute the child’s environ-
ment and they each contribute to the child’s wellbeing.
• The eco-system can cause problems as well as become solutions to the problem.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 45

 FIGURE 4: ECO-SYSTEM MODEL OF A CHILD’S PROTECTION SYSTEM

(NATIONA
ALAWI L)
M
DISTRICT
TA
VILLAGE
DED FAM
X TEN ILY
E A MILY
F

CHILD

DISCUSSION –Large Group (30 minutes): Let the group consider which system levels
are impacting the child’s wellbeing, or should get involved:

• Girl gets beaten by her teacher at school (which is part of the community or TA), her
family gets involved, and the chief is also involved. District SWO gets report.
• A child is bullied by his peers and gets a broken nose and goes to the health clinic.
No one there can fix it, so the child is transported to the district hospital, and the
government doctor fixes it.
• A new immigrant child’s mother dies, and she has no extended family. Which systems
should be involved?
• A teacher sexually abused a girl at school, but the District did nothing because the
district councilman is the best friend of the teacher. Which system level should you
look to?
• There is no law that requires every child in a care institution to have a case plan.
Which system level needs to get involved?

46 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

CLOSING POINT (5 minutes):
Conclude by summarizing the use of the eco system model in case management: Usually
we start with the client, searching for strengths he/she possesses before looking to the
next system level. This is why we will be assessing not only the child but the family, and
ask questions about the extended family and the community in our case management
assessment forms. We have to know and be able to use the resources in the various dif-
ferent levels, as well as know the policies at the national level. The more we know about
the eco-system, the more we can learn about the resources and mandates we can tap
into for our clients.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 47

 MODULE 2-C
Overview of the Case
Management Process

30 minutes

48 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

OBJECTIVES OF MODULE 2-C:

By the end of this module, participants will:

• Understand the overall process of case management.
• Become familiar with the case management process terminology.

CORRESPONDING MATERIAL in the Case Management Framework:

• The entire section on the case management process (about ten pages).

PREPARATION AHEAD:
• Slide #13 to be projected.
• Thorough understanding of the case management process.

DELIVERY:

PRESENTATION (30 minutes)

Step1: Project/ distribute Power Point Slide of Figure 5 below.

FIGURE 5: BASIC CASE MANAGEMENT PROCESS

Intake Referral/ Initial Assessment

Risk Full Assessment
Identification of Protection Risk

Complex Simple
Case Case

Dismiss
Case

Case
Conference

Case Planning Case Case

Review Closure

Normal Progression
Follow-ups with
“As Needed” Use Referrals to
Client and Service
Services
Providers

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 49

 Step 2: Explain that;
• This is just a quick overview of the entire case management process, to show you
how a case moves along from the time a referral is received to case closure. Assure
them that it may look complicated but it is not.
• The solid arrows show how you would normally expect a case to progress, but the
dotted lines show that those steps can be taken at different points of the case as
needed.

You will quickly walk through this, but you will spend the rest of todays to explain in detail.

Step 3: Ask the audience to hold their questions until you are finished with the ex-
planation.
Then, start at the very beginning and explain how the case moves through.
In order to do this, you will need to have received training and know the pro-
cess well. Generally:
• Intake: A referral comes in from anyone—especially police, VDC members,
chiefs, teachers, family members or victims themselves. Cases can also
come through outreach programmes.
• Initial Assessment—a quick determination of whether there is a child protec-
tion risk. We learned about all the various forms of abuse, neglect, exploita-
tion and violence earlier, plus the list from CCPJA. If there no risk, dismiss
the case. If there is risk, go on to full assessment.
• Full Assessment—Using standard tools. Assess the household and the child.
Learn when to include the household, and when not to. Complex cases (mul-
tiple issues of serious nature, sexual abuse, etc), a need case conference.
• Case Conference—is to be held with complex case before planning.
• Case Planning—Setting goals for the client to improve their situation and
address their immediate problems. Make sure goals are achievable.
• Referral to Service Providers—self explanatory.
• Regular Follow-ups with Client and Service Providers – we will discuss
the common reasons for lack of follow-through, and strategies for improve-
ment.
• Case Review—this is held to determine whether the case should be closed,
but that is not always the next step.
• Case Closure—under certain conditions a case can be closed.

CLOSING POINT: Finish by inviting questions and make a list of the questions on the
board or flip chart. Tell participants that these questions will be answered as the training
progresses through each of the case management process in detail (and remember to
do it!).

50 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

MODULE 2-D
Intake, Initial Assessment
and Case Dismissal

30 minutes

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 51

 OBJECTIVES OF MODULE 2-D:
By the end of this module, participants will:
• Understand the Intake, Initial Assessment and Case Dismissal steps.
• Understand the criteria for identifying children requiring care and support services.

CORRESPONDING MATERIAL FROM THE CASE MANAGEMENT FRAMEWORK:

• List of Children in Need of Care and Protection (Table 3).
• Section on Major Child Protection Issues along with Figure 2 (types of child protec-
tion issues).
• Sections 2.5.1 (Intake/Acceptance of Referral).
• Section 2.5.2. Initial Assessment.

PREPARATION AHEAD:
• Make copies (one for each team) of the Identifying Children in Need of Protection
found at the end of this module.
• Prepare slides of Figure 2 and Table 3.
• Thoroughly understand the relevant material.

DELIVERY OF MODULE 2-D:

PRESENTATION: REFERRAL and INTAKE (7 minutes)

Step 1: Facilitator present on the following (lecture method).

• Who will Refer Child Protection Cases? In this first stage, the case manager can
receive referrals from various actors, including:
• a social welfare officer, police officer, courts, probation officer, One Stop Cen-
ter, or Victim Support Unit or other government actors working with children
and youth,
• village level leaders: chief, VDC, or ordinary members of the community,
• civil society actors and,
• children and youth for themselves or their peers.
• How are Referrals Made? The referrals should be sent to the nearest CCPW or So-
cial Welfare Office to the alleged child in need of protection. Where a case is reported
directly to the District Social Welfare Office, the case manager at the district level
should make a preliminary assessment, provide immediate support and link the client
to the CPW in the area of residence for the client.
• What is the Primary Goal of the Intake Process? The primary purpose of the intake
process is to identify the name, age, location, and circumstance of the child in need
of protection as well as the primary adults or peers perpetrating the abuse/neglect
or exploitation. It is also advisable to note the name and contact information of the
person making the referral for possible follow-up questions or coordination (e.g. an
NGO referring). However, the source of the referral should not be shared with the
alleged perpetrator or the child(ren) who are the subjects of the referrals to maintain
the privacy of the referral source and to encourage others to make referrals. This
does not apply if a referral is made with the knowledge of the perpetrator. The Initial

52 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

 Assessment Form can be used to collect identifying information. For data purposes,
a copy of this form should be sent to the District Social Welfare Office, while another
copy should be kept in the case management folder.

Note: A form for registration cases that were reported to the Case Manager but did not
require follow up or have been dismissed should be registered for future reference.

PRESENTATION: INITIAL ASSESSMENT PROCESS (10 minutes)

Step 1: Explain to participants that we are doing child protection case management,
not providing other services. This means that we can only take those cases
where there are child protection issues or risks of those issues. It is not easy
to turn away other needy people but our resources and time are dedicated
to actual child protection cases only.

Step 2: Review quickly what those risk situations are:

• Show slide of Figure 2: Types of Child Protection Issues.
• Review the list of Children in Need of Care and Protection (Table 3).

Step 3: Demonstrate how to fill in the Initial Assessment Form.

• Explain situations when the Case Manager has to dismiss a case or Go
to Full Assessment if you determine that there is no child protection case,
you may dismiss the case. For example, if two siblings get into a squabble
over doing house chores and one of them contacts the case manager,
and there are no protection risks, the case manager can quickly provide
some advice and dismiss the case. If a teenager calls about a relationship
and protection issues are not detected, the case should be dismissed. In
these instances, the case manager should simply fill out the Initial Assess-
ment Form and send a copy to the District Office, and do nothing more.

However, the case manager should not be too quick to dismiss a case,
because careful probing may lead to the discovery of actual protection
issues. For example, the fighting children may be very young and left
unattended for long periods without food, or the teenager might be expe-
riencing sexual violence or bullying. Therefore skilful interviewing skills
are necessary to probe enough to determine the actual reason behind
each referral, whether self-referred or through a third party.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 53

 GROUP ACTIVITY: Identifying Child Protection Issues (15 minutes)

Step 1: Using the Identifying Children in Need of Protection on the next page, divide
up these scenarios evenly (there are 18 in total) among the home groups.

Step 2: Instruct the groups to screen each of these cases to 1) see if there are child
protection issues, and if so, 2) which type of protection risk can be identi-
fied. Remind the group that the protection issues listed in the CCPJA auto-
matically qualify for case management services (see Table 3). Other cases
can also be added through professional assessment.

Step 3: After 10 minutes have each group report to the large group discuss.

CLOSING POINT: Conclude by explaining that most cases do contain child protection
concerns, and only very few cases will be dismissed after the Initial Assessment. So most
cases will now go on to Full Assessment. In serious cases you should make a referral for
immediate services.

54 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

IDENTIFYING CHILDREN IN NEED OF PROTECTION

a. Child A’s parents both passed away and he is looking after and trying to provide for
his two younger siblings.
b. Child B is 12 years old and has run away from home multiple times. When she is at
home she rebels against her parents and will not listen to her parents’ reasonable
requests.
c. Child C is 8 years old and works on his family’s farm each day for two hours after
coming home from school.
d. Child D is 14 years old, she has been sick for the last two weeks. Her parents took
her to the clinic for treatment but she is still not well.
e. Child E is 12 years old. Every day he stands at the corner of a busy street begging
for money.
f. Child F is 14 years old and lives with her mother and step-father. Her mother remar-
ried after the death of her father. Her step-father will not pay her schools fees as he
says it is her mother’s responsibility but he pays for the school fees of her step-sister.
g. Child G is 9 years old. He says his mother shouts at him when he doesn’t do well in
school.
h. Child H is 10 years old. Both of her parents passed away and she lives with her aunt
and uncle. A teacher at school has noticed that she has come to school a number of
times with bruises on her body.
i. Child I is 10 years old. He attends school regularly but his family is not able to afford
a new uniform or school supplies.
j. Child J is 7 years old. Her family was unable to produce enough food to sell at the
market and feed the family. She had breakfast today and yesterday but did not have
any other meals in the last 2 days.
k. Child K is 8 years old. His mother passed away last year. His father spends much of
the day drinking and leaves little money for food for the family. David has to look after
his siblings when his father is not at home. When David’s father is home he sleeps a
lot and can become verbally abusive to the children.
l. Child L is 13 years old and does not go to school. He spends his day working as a
day laborer on a tobacco farm.
m. Child M is 2 years old and was born HIV positive. His mother has to walk a long dis-
tance to visit the nearest Health Clinic that is able to provide ARV’s.
n. Child N is 8 years old. When her mother died her father sent her to live at an orphan-
age as he felt he was no longer able to look after her.
o. Child O is 12 years old, he says he didn’t get along with his parents and decided to
leave home. Having nowhere to stay he lives on the street with other young children.
p. Child P is 14 years old. Her father does not have enough money to support all of his
children so he has agreed that Jenna should be married to a man in a neighboring
village.
q. Child Q’s mother depends on her father for their financial well-being but her father
is a heavy drinker and often takes out his frustrations on her mother by hitting her.
r. Child R has a mild disability but can play with other children and does well in school.
His parents love him and cater to his needs. He has good self-esteem.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 55

 MODULE 2-E
Using the Tools for
Assessment and Planning

2.5 hours

56 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

OBJECTIVES OF MODULE 2-E:
By the end of this module, participants will:
• Acquire knowledge and skill on how to use the Assessment and Planning tools.
• Understand the purposes of using the Household and Child related tools in the con-
text of the ecosystem concept.

CORRESPONDING MATERIAL IN THE CASE MANAGEMENT FRAMEWORK:

• Section 2.5.3. Full Assessment for both children living in households and in institu-
tions.
• 2.5.4. Case Conference.
• 2.5.5. Case Planning.
• Forms 1, 2, 3, and 4 of the Case Management Tools attached as Appendix A to this
Training Manual.
• Case Scenarios attached as Appendix B to this Training Manual.

PREPARATION AHEAD:
• Copies of the Case Scenarios that are attached as Appendix B to this Training Man-
ual.
• Copies of Case Management Forms 1, 2, 3 and 4 for each participant.

DELIVERY OF MODULE 2-E:

PRESENTATION: Assessment (20 minutes)

Step 1: Distribute case management forms 1,2,3 and 4, explaining that participants
will learn how to use these assessment and planning tools in detail and will
be given chance to actually use them with real cases in the community.
Step 2: Explain that the cases which were not dismissed should be scheduled for a
full assessment.

Note: Timelines for the full assessment depends on the seriousness of the case. This
might range from one hour in cases where a child is in imminent danger to several days
where the child is not in danger but still needs support. Be sure to assess problems AND
strengths for households and children. Look for them!

The assessment process is slightly different for children living in households and those
living in institutions or on the streets.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 57

 Step 3: Demonstrate how to fill the forms starting with the Household Registration
Form.

For Children Living in Households

a. Register the entire household using Form 1 (Household Registration Form).
b. Next, assess the household using Form 2 (Household Assessment and Progress
Chart). At this point the case manager may go on to goal setting with the family if they
feel they have enough information and the case is not complex (rather than waiting for
case conference). Remind them that a complex case is one where there are multiple
serious issues, sexual abuse, domestic violence, or other issues the case manager
needs assistance in planning.
c. Third, assess all of the children in the household using Form 3 (Initial Child Assess-
ment Chart). At this point the case manager may want to go on to Form 4 if they feel
they have enough information and the case is not complex. If the case is complex, the
case manager should contact the supervisor and ask for a case conference before
going on to planning.
d. Form 4 (Child’s Case Plan) can be filled out after the assessment done on Form 3
and the case is simple or a case conference has been held in complex cases. This
form should be filled out only for each child in the household who is experiencing
protection issues that are different from the household problems (e.g. housing, safe
water, toilet/latrine). Although this form is used mostly for case planning, it may also
unearth some additional problems that individual children are having.

For Children Living in Institutions or on the Streets

a. If the child will be living at an institution or on the streets for at least three months, the
household forms (1&2) should not be filled out. If, however, the child is going to be
reintegrated back to his or her home or to another household within three months, the
household forms should also be filled out with the family. If the child and family live
in different areas, the workers should coordinate to have the assessments completed
by a case manager in the other area, and exchange the information with help of the
supervisor.
b. At this point, the case manager should have a good idea of the problems at the
household and children’s levels. They can then determine whether they have enough
information to make case plans for the household (on the Household Assessment and
Planning Form), or if they should consult with their supervisor.
c. Working with the organization where the child is: Some children may be in care in-
stitutions, or reformatories or otherwise living in a non-family setting; and they may
already have a case manager. In this case, case management needs to be harmo-
nized between the CCPW and the institutional case manager so that they are working
towards the same goals.

58 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

PRESENTATION: Planning (30 minutes):
NOTE: Be sure that the teams are assessing the strengths and mention any they miss.

Emphasize that the Goals are the end results that the case management process is
striving for. Therefore, planning the goals with the correct understanding is key to case
management success. Goals should be (see full explanations in Section 2.5.5 of the
Framework):

• Strengths-based: Look for problems but also for strengths. Give examples:
• A parent who is somewhat violent may work hard and loves his children in his own
way. He needs to learn other discipline methods but the basic love for his children is
a great strength we can tap into.
• A girl who is being exploited loves school and wants to continue her education. Edu-
cation will empower her and have a healing effect.

• Individualized: recognize and build upon the uniqueness of the client.

• Child A may enjoy books but Child B might like playing with balls. They have different
ways of learning and relating socially.

• Client-driven: Client should have a sense of ‘ownership’ over the Case Plan.
• Case manager can guide the process but ultimately (especially with older youth and
adults) the client should be helped to make a responsible decision.
• Of course, this needs to be adjusted for the mental capacity of the client.

• Measurable: A measurable goal is observable or is quantifiable; that is, the results

can be seen or counted.
• “Client will get a medical exam by ___________ (date) is measurable.
• “Client will achieve a minimum score of 80% on the next English exam” is measurable.

• Realistic: The goals should be achievable by the client, considering his/her abilities
and the resources available to him/her.
• Set the client up for success, not failure. A child in a wheel chair may never win a race
but could do exercises to improve blood circulation.

• Incremental: A series of successful goals are better than overwhelming the client
with one huge goal that seems unachievable.
• Break goals down to small increments with clients who are not very confident.
• Rather than ‘get a job’ break it down to ‘apply for jobs at five places’.
• Setting incremental goals requires more frequent follow-up as the client easily reach-
es the goal and needs to set another one. But for this client, this is the right approach.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 59

 GROUP ACTIVITY (1.5 hours): Assessment and Planning Application

Step 1: Provide one Case Scenario to each group. There are six case scenarios,
attached at Appendix B at the end of this document.

Step 2: Let each group assess the household and children in their case scenario
and make plans based on the facts in the scenario. Allow 40 minutes for this
portion.

Step 3: Peer Evaluation: Bring the groups back together after they have worked with
the case scenario. Let particpants read their case scenario then present
ONE household goal and one child’s goal to the larger group. As each group
presents, ask the audience to see if they are following the planning princi-
ples discussed earlier.

• Do the goals recognize the problems and build upon the client’s or family’s strengths?
• Are the goals individualized for the particular situation of the client or family?
• Are the goals client-driven? That is, do they reflect the client’s desires and wishes?
• Are the goals measurable? Can the goal be verified objectively by factual checking?
• Are the goals realistic for THIS client and his/her capacity?
• Are the goals incrementally designed if the client is easily overwhelmed?

Step 4: Brainstorm over two or three of the goals criticized, to see how they could
be improved to meet these principles of goal setting.

CLOSING POINTS: The facilitator should summarize the session by pointing out areas
where participants had challenges understanding the forms.

60 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

MODULE 3-A
Case Conferences

60 minutes total

DAY 3
Re-Cap of Yesterday (30 minutes)
Fill in any gaps as needed.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 61

 OBJECTIVES OF MODULE 3-A
By the end of this module, participants will:
• Understand the purposes of a case conference.
• Learn types of case conferences and when they are used.
• Acquire skills to conduct a supervisory case conference.
• Learn the procedures involved in a case conference.

CORRESPONDING MATERIAL from the Case Management Framework:

• Section 2.5.4. Case Conference.

PREPARATION AHEAD:
• Identify an experienced colleague before the training to demonstrate a supervisory
case conference. The colleague will play the part of a CCPW (or vice versa).
• Make the following name tags in large lettering: “Child” “Father” “Uncle” “Step Moth-
er” “Police” “VSU” and “Case Manager”.
• Ask another experienced colleague to play the case manager role for a multi-agency
case conference, or do it yourself.

DELIVERY OF MODULE 3-A

Step 1: Explain that there are two main types of Case Conferences:
• Supervisory conference within one agency and,
• Information exchange and collaboration among many organizations involved
in a case.

Step 2: DEMONSTRATION: Supervisory Case Conference (25 minutes)

Demonstration of a Supervisory Case Conference is first held in a case
when the initial assessment shows that it is a complex case with multiple
child protection issues, sexual abuse, domestic violence, or other serious
matters that the case manager needs input on. Case Conferences can also
be used anytime when a case manager needs more information or ideas.

Using the following script, conduct a role play. Tell the audience you will
play the role of the supervisor, your colleague is the case manager who did
the assessment, and he/she has filled out the Tools, but only so far as the
Assessment (Forms 2 and 4, without having set any Goals). Imagine that
the colleague playing the CCPW is not very experienced and that you, the
supervisor, is having the case conference to assist him in planning the case
goals with their clients.

62 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

Demonstration Script:
You: Hello, (Name—Tom), it is nice to see you. I am glad we can meet.
CM: Yes, thank you. How are you?
You: I am fine, thank you. So you would like to talk over a case you are working with?
CM: Yes, I would like to make sure I am on the right track.
You: Great, can you tell me about the case?
CM: The household has a single mother and four children. The father is dead and they
have no other relatives. The mother is working to support the children, and I have visited
them.
You: It seems like you have already made the assessments and identified some problems
and strengths. Can I see what you have on the forms?
CM: Sure, here they are. I hope I am doing it right.
You: I am sure you are fine. It takes time and experience to feel confident but these as-
sessments look like you really took the time to understand the situation of the family and
children.
CM: Yes, I tried.
You: So how can I help?
CM: Well, I am just not sure where to go from here. I just know they have these problems
because I had the forms to fill out. So what do I do next?
You: I see, you seem worried but we can definitely talk through this. So let’s take one
problem at a time. I see here that the household has no safe drinking water. Why is this
the case?
CM: Village has just a small bore hole and the pump is broken.
You: Hmmm. So what do you think can be done?
CM: I guess they could go to the next village and carry water back.
You: Yes, that’s true. Is there another possibility?
CM: They could also boil the water from the stream or put purification tablets into the
water.
You: That’s right!! You know of several solutions already. Have you discussed any of
these solutions with the clients?
CM: No, because I wanted to talk to you first.
You: You know, I have learned through experience that clients are often the best experts
at solving their problems. It is definitely good practice to talk to them and find out what
they have done in the past, or if they have other ideas and options. Also, you already have
some good ideas. What do you think?
CM: You are right; I had not thought of them as having their own solutions. But I will keep
that in mind and go back to them with all of these other problems. I will also learn to trust
my own ideas and instincts more, and not impose them on the clients but provide them
with information.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 63

 Stop the role play and ask the group: Is this a complex case so far? (No, it isn’t). Why or
why not? Now we resume the role play:

You: But you said this was a complex case right? So there must be other concerns?
CM: Oh, yes, many concerns.
You: That’s what I was afraid of…should we talk about them?
CM: Well, the father has a severe drinking problem. When he is sober he is nice enough
and works hard, but when he has a bit of money he buys alcohol, and when he is drunk
he is abusive to his wife and children. And because he uses his money on alcohol, the
family doesn’t have enough money for food. Sometimes the mother leaves the house and
takes the smallest children to her own mother’s house to escape the danger.
You: Hmm, that is quite serious. Has the father ever received help?
CM: No, he hasn’t, and he says he doesn’t have a problem.
You: So he is resistant. What about the mother? Has she been referred to a Victim Sup-
port Unit?
CM: No, she is embarrassed to let anyone know. Her sister called me the other night
asking for help and now the mother is angry with her sister.
You: But she has been hurt before? And the children?
CM: Apparently so.
You: Has the police ever been involved in these domestic violence episodes?
CM: Oh, I haven’t checked. Should I do that?
You: Yes, I think it is a good idea. They might also be able to tell you if they have a Victim
Support Unit and what sort of help is available for the whole family.
CM: I will do that.
You: Are there any NGOs doing substance abuse work near this family?
CM: I don’t know…I don’t have a resource book. Do you have one?
You: No, but sometimes I get information when I go to TWG meetings. I know there is
one near my city but I don’t know what’s near your town. I will find out and let you know.
CM: That would be great, thank you. If we can find programmes, how do I get him to go?
You: Well, let me refer you to some of the training material we have---the section on in-
terviewing hostile/resistant client might be helpful. Also, if the case were referred to the
police that might be a motivation for the father since he is a nice man when he is sober.
CM: Yes, that might be true. The village chief says that normally he even helps his neigh-
bours.
You: Ah, the chief! Yes, maybe the chief can talk to the man. What do you think?
CM: It is a good idea. Let me set up a meeting with him and see.
You: OK, so we have some good ideas. Could you go over those with me?
CM: We decided that we would suggest they boil their water, you will find out if there are
substance abuse programs near where the family lives, and I will go talk to the police
and the chief about motivating this man to get treatment. It seems like getting help for the
man is the most important thing, because then the family will have more money and they
won’t have these abuse problems. So once we get the help set up, we can make the case
plans together with the clients.
You: That’s terrific! I can see that you truly care about this family and you will do every-
thing possible to get help for them. I appreciate all your efforts. You are doing a great job!

64 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

Note: Point out how the supervisor shows respect and care for the case manager, and
helps the case manager bring out his own ideas rather than telling him what to do. In the
process the supervisor has helped the case manager identify solutions, empowered the
case manager, and has strengthened the case manager’s confidence.

Step 3: Open up for discussion or questions.

ROLE PLAY ACTIVITY: Multiple agency (25 minutes)

Step 1: Explain that sometimes a case conference is held with multiple parties, and
we will now do another role play. The objective of the case conference is
to exchange accurate information about the case and to coordinate ser-
vices for the child. This role play needs a strong case manager to direct the
conversation. (For this reason, the case manager was already chosen and
knows the case scenario well).

Step 2: Ask for volunteers from the audience to be a part of a role play to hold a
multi-agency case conference. Tell them they will not have any time to pre-
pare, so they must enjoy improvisation. Case Scenario 2 (Ireen in Appendix
B at the end of this manual) is a good case for this conference because it
will involve multiple agencies.

Step 3: Assign them the roles of the child, father, step mother, uncle, police, victim
support unit, and case manager.

Step 4: Let the volunteers come to the front. Ask them to pin labels on themselves.
Step 5: Explain that the case had been referred for case management services, and
in order to learn all the various facts and to collaborate, the case manager
has called the case conference.

Step 6: Allow the role play to take place. First, the case manager will encourage
each party to share their information and perspective on the situation. Then,
the case manager will propose a coordinated plan to address the needs and
try to get group consensus. The group members can play ‘uncooperative’
roles or improvise in any way they wish, and see how the role play shapes
up spontaneously. As long as the case manager maintains control over the
discussion and ends up with a good plan, it is on track.

• People often ‘over-play’ their roles, causing a lot of laughter. If the group has
fun doing it, that’s great as long as they do not demean the client(s).

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 65

 OPTIONAL DISCUSSION (depending on time availability): Should clients be invited to
case conferences? (Refer to the Framework)

• Yes, it can be an empowering experience IF:

• The attendees will be respectful of the client.
• The attendees will keep the promise of confidentiality.
• The attendees will likely to be agreeable and harmonious.

ASK: How would it have changed the atmosphere and behaviour of the conference par-
ticipants if the client had been in attendance? Would you have recommended her atten-
dance?

CLOSING POINT: The facilitator should summarize pointing out the two types of case
conferences. Facilitators should also ask participants experiences from the role plays.

66 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

MODULE 3-B
Making Referrals to Service
Providers and Follow-up

60 minutes

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 67

 OBJECTIVES OF MODULE 3-B:

By the end of this module, participants will:

• Understand the purposes and process of making referrals and standard follow-ups.
• Understand the common reasons that clients fail to follow up with referrals.
• Understand some reasons that service providers fail to follow up with referrals.

CORRESPONDING MATERIAL from the Case Management Framework:

• Section 2.5.6 Making Referrals to Service Providers.
• Section 2.5.7 Follow-up with Service Providers and Clients.
• Form 5: Referral Forms A and B.

PREPARATION AHEAD:
• Ask for four volunteers for the activity below.
• Arrange for two phones (they can be mobile phones).
• Put four chairs in the front of the room. Spread them out facing the audience.
• Make four labels: “Client” “Case Manager” “Service Provider” and Village Chief.
• Power Point slide on Basic Case Management Process.

DELIVERY OF MODULE 3-B

PRESENTATION: (10 minutes)

Step 1: Introduce the topic by showing the slide on the Basic Case Management
Process.
(Pointing to each step): We have so far covered several steps in the Case
Management Process including Intake, Initial Assessment, Full Assessment,
Case Conference, and Planning.

• Now, it is time to connect the clients with the services or resources they
need. Since case managers don’t provide direct services, we need to
look to other sources, so it is important to know the resources.

Step 2: ASK participants how they determine the services to refer the client to? (It
depends on the Goals they set on the Case Plan). One of the most import-
ant pieces of knowledge the case manager should have is to know what
resources and services are available in his/her local area.

• Now, back to making referrals…

Step 3: Demonstrate how to use Form 5 for making referrals. Usually a case will
need several referral forms, so it is good to have some extra copies on hand.

• Let group turn to Form 5.

68 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

 • Using the Referral Form is very simple. Start the demonstration by filling
Part A, on the left hand side, and give it to the client. Ask the client to
deliver it to the service provider, have service provider fill out the right
side, and return it to the case manager. This second form on the right
side helps us to know if the service provider can provide the services
and let the service provider know that we will be in touch with them.

Now we will have a few volunteers acting out the referral and follow up process. They will
demonstrate what the case manager, client, and receiving agency person do during the
referral process and afterwards.

ROLE PLAY ACTIVITY (15 minutes)

Step 1: Let volunteers come up to the front. They will play the roles of client, case
manager, service provider, and village chief. (This will take some coaching
and scripting ahead of time).

Step 2: Pin the labels on them and have them act out their role play.

Step 3: The case manager sits down with the client, fills out the left side, and gives it
to the client with the directions of where to deliver. The ‘client’ walks around
the audience for a while (pretending to be lost) but ultimately delivers it to
the person in the other chair in the front. That person greets the client, reads
the referral form, and fills it out. The ‘client’ delivers it back to the case man-
ager, who files it away in her case folder, but copies down the name of the
agency, phone number and address so the client has the information. Case
manager tells the client “thank you, I will call the service provider soon to
make sure they are providing the services you requested.”

Step 3: Tell the audience that it has now been ten days since the referral was sent.

Step 4: The case manager calls the service organization staff. Ring ring….”hello?
Yes, this is Ms XX, the case manager for YY. I sent a referral to you ten days
ago and I am wondering if YY has come in to receive the services?” Service
provider says “I’m sorry but we have no record of her coming in”. “What?
She never showed up?” “But are you still able to provide the services that I
referred her to?”

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 69

 Step 5: The case manager then “visits” the client in front of the group, and asks what
the problems are, and finds out the client has no transportation money, and
the two of them go to the village chief and he agrees to provide this money.
Case manager then follows up again in a few more days. All of this can be
done with more conversation and detailing.

Step 6: The Facilitator: show the “Follow-up” column in the client’s Case Plan. When
the case manager follows up, they fill out one of the slots for follow-up in the
client’s Case Plan (show this on the screen or ask the audience to look at
their case plan forms).

PRESENTATION: Following-up With Clients and Service Providers (20 minutes)

Following up with the Client

Step 1: Explain the following; When following up with the client, the case manag-
er should remember that the follow-up is not just about the referrals but
about the entire Case Plan. This should occur, at minimum, monthly after the
Case Plan has been made, with more serious cases requiring more frequent
contact. The case manager should have the client’s Case Plan in front of
them to review the client’s progress on each of the goals on the Case Plan.
Remember that children and many vulnerable adults are very sensitive and
intimidated by authority figures, so a gentle, supportive approach is best.

Step 2: For each goal, ask:

• You set a goal to do XXX. How are you doing on that?
• If client is improving, be sure to show enthusiasm and congratulations,
and encourage them to continue until he/she reaches the goal.
• If client is not improving, probe to find out what the barriers are, discuss
them and find solutions together. Gently probe to find out what the prob-
lems are, avoid being judgmental or disapproving. It is OK to set new
goals and discard old ones if they are no longer important.
• Remind the client that you will be following up again in XX weeks and let
them know that you have confidence in them to reach their goals.

Step 3: If the Case Manager made referrals for services, let them ask the client the
following questions:

• Have you been able to meet with the service agency (or agencies) you
were referred to? (If not, why not, and what can be done to help you?).
• How do you transport yourself to the appointments?
• Who cares for your children while you attend your appointments?
• How often are you receiving assistance?
• What are the goals for the services you are receiving?
• How much longer will you be receiving services?

70 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

 • Will you be able to reach your goals with that agency by the time services
end?
• Do you need any other services that are not on your Case Plan?

After these follow up calls or visits, necessary actions should be taken to keep the cli-
ent on track to achieving the goals on the Case Plan. These may include making further
referrals, setting new goals, asking for supervisory assistance, or calling for a case con-
ference.

Following up with Service Providers: When following up with the service providers, it is
important to ask the right questions to get the necessary information.

When talking to the service provider, the case manager should ask:
• When did the client start receiving services? (If not, why not, and when will services
start?)
• What specific goals is the service provider helping the client with? (note: These goals
should be compatible with the Case Plan).
• Is the client complying with the requirements of the service provider—e.g. attending
weekly sessions, doing assigned homework, etc? If not, why not—and what can be
done to improve compliance?
• How many times (or how often) is the client receiving assistance?
• How well is the client progressing?
• How much longer will the client be receiving services at that agency?
• By the time the client is finished at the agency, will he or she have achieved the
goal(s)?
• Have you learned of any other needs of the client in the process of helping him or
her?

Keeping a log of the communications with the service provider will help the case manager
track the case better, make any additional referrals, and prepare for the next follow-up
call. If the regular follow-ups reveal that the service provided is not meeting the client’s
needs, the case manager should arrange for a different service or provider, if there are
such options. If not, the case manager may want to discuss the client’s needs in a case
conference and determine if the service can be better tailored for the client or to seek
other options. In addition, the service provider may have discovered other needs of the
client in the process of helping the client.

PRESENTATION: Common Reasons Why Clients and Service Providers Don’t Meet
Goals (10 minutes)

Step 1: Explain that it is common for both the service provider and the client to delay
or fail to follow through with the services they have been referred to.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 71

 For the service provider, these include:
• The do not provide the service the referral was made for, or they have lost
funding,
• They do not have an open slot for the client (there may be a waiting list).
• They misplace the referral form and do not contact the client.
• They decide to discontinue services if the client fails to attend.

For the client, common reasons for lack of follow through include:
• They are intimidated to interact with service agencies.
• They may not have the transportation or child care support.
• They may have to work during the agency’s open hours.
• They may feel hopeless and feel the service would be useless.
• The referral may have been irrelevant to the client’s true needs.

Step 2: Brainstorming
Explain that one of the major problems in Malawi is the lack of services in
some areas and sometimes this is due to ignorance of the service; how can
case managers try to address these problems?

• Record all answers and discuss.

CLOSING POINT:
Summarize the session by highlighting main points from the module.

72 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

MODULE 3-C
Case Review and Case Closure

30 minutes

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 73

 OBJECTIVES OF MODULE 3-C:

By the end of this module, the participants will:

• Understand when and how to implement Case Review and Case Closure.
• Learn proper case closure and Termination methods.

CORRESPONDING MATERIAL in the Case Management Framework:

Section 2.5.8 Case Review
• Review the Case Management Process chart.
• Case Management Tools handy for reference.

PREPARATION AHEAD:
• Paper strips with mini case scenarios for the final activity (without the answers). Fold
these and have participants draw them out of a bowl or hat.

DELIVERY OF MODULE 3-C:

PRESENTATION (10minutes):

Step 1: Explain that now we are getting to the end of the case. Case Review and
Case Closure can often be done in the same meeting, but they are two sep-
arate (although often related) processes.
Step 2: Case Review
• We have to imagine now that the case has been open for about 3 month.
During this time the client has reached most of his or her goals, or has
moved away, or is refusing to make efforts on the Case Plan. For any of these
reasons the case will be considered for closure, but not before a case review
with the supervisor who has to sign off on the Case Plan for the case to be
closed officially.

Note: Case Review is different from case conference because the case review is held
specifically to determine if the case is ready to be closed. But case review is not always
followed by case closure. Instead, the case review may indicate the need for reassess-
ment or new referrals (show the Basic Case Management process chart again).

Things to consider at Case Review:

• Were the goals realistic for the client to achieve?
• Has client met most of the goals—and can the remaining ones be reached
without further case management?
• If the client has moved out of the area, has the case been transferred to the
nearest case manager? Or are the client’s whereabouts unknown?
• Has the client refused to work on the Case Plan? If so, what creative ways
have been tried to motivate him/her? Might a new assessment or referral
help?
• What will be the impact of closing the case on the client?

74 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

Step 3: Case Closure
The case should be closed if:
• The client has reached most of the Case Plan goals and the remaining goals
are very likely to be reached without further help,
• The client has moved and the case has been transferred to another area,
• The client refuses to work on the Case Plan despite diligent efforts on the
part of the case manager.
• HOWEVER, if closing the case puts a child at risk of abuse, neglect or ex-
ploitation then the child’s case should remain open.

GROUP ACTIVITY—ENTIRE GROUP (15 MINUTES):

Step 1: Let several volunteers come up one at a time and draw out a paper strip and
read it out loud to the whole group. Each volunteer could do two or three, as
time allows.
Step 2: Let the entire group discuss each case and decide if the case should be
closed or not, and the reason for that decision. Each should take only 1-2
minutes.

The paper strips should have the following scenarios (without the answers in parenthe-
ses).

• There is domestic violence and the abuser refuses to get help despite many
efforts to motivate him. There are five young children in the household. (keep
case open for the mother and children).
• The head of a child headed household has found a job and has dropped out
of school. They now have food, which was the original problem. (keep case
open-- there is the new problem of the child not attending school).
• A family’s teenager ran away and has not been heard from for several
months. Otherwise, the family is fine. (close case but keep following up with
the police for developments and inform family regularly).
• A child has been treated for a contagious illness, but he is better. However,
you are afraid another sibling might also get sick with the same disease.
(close the case. We cannot leave cases open ‘just in case.’ If and when an-
other child is sick, a new case can be opened).
• An elderly couple has no source of income and they are not likely to get any
family support as they have no children or grandchildren. (this is not even
a child protection case. If a case was opened, close it and refer the case to
adult protection services).
• A single mother is caring for her three young children. She has reached her
Case Plan goals and all of her children are doing well. But now she wants to
finish her college degree and asks for your help. (close the case…there is no
longer a child protection case).

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 75

 • A teenage girls was being exploited as a house maid. She was discovered
and freed, and has returned home outside of your district. She will need
therapeutic help, educational support, and on-going case management ser-
vices for the next few months. (Transfer the case to the nearest Social Wel-
fare office and close the case in your area).
• You have tried your hardest to work with a youth who returned home from
the streets. He is hostile and does not show respect for you or his parents
or teachers. You think that he is reacting to violence he experienced on
the streets, but he is very difficult and unpleasant to work with. (Keep case
open—he needs a lot of help and will likely become more cooperative as he
comes to trust you).

TERMINATION WITH CLIENT (3 minutes):

Step 1: Explain that if it is determined that the case should be closed, meet with the
client(s) one final time, and explain why the case is closing. The client should
be congratulated if they have met all of most of their goals. If they still have
some goals to finish, encourage them to complete them and express your
confidence in them to do so. Let them know that it has been an honour to
work with them and to be a part of their effort to improve their lives (it truly
is!). Let clients express their feelings of appreciation or any unresolved is-
sues in the case management relationship. Some clients will be reluctant to
let go, but gentle and clear termination is best.

CLOSING POINT:
Conclude by summarising the major points in the module especially on determining cas-
es requiring closure.

76 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

MODULE 4-A
Field Application of the Tools

all day

DAY 4
Re-Cap of Yesterday (30 minutes)
Fill in any gaps as needed.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 77

 OBJECTIVES OF MODULE 4-A:

By the end of this module, participants will:

• Acquire skills in conducting case assessments up to case plans through field expe-
rience.
• Develop initial competency in using case management tools.

CORRESPONDING MATERIAL from the Case Management Framework:

• The case management training manual.
• Case management tools (forms).

PREPARATION AHEAD:
• Weeks ahead of the training, contact the District Case Management Desk Officer
and ask him/her to arrange at least three cases to be visited by the trainees near the
training venue. These must be real cases where child protection risks are present.
Ask them to please obtain the permission of the clients to visit them and conduct the
activity.
• Arrange for one experienced case manager to conduct the assessment and planning
at each of the case sites for the participants to observe.
• Make one set of copies of the Tools for every trainee.
• Coordinate with the relevant authorities/parties to arrange for transportation to the
families (but avoid marked government or police cars—they will draw attention and
possibly frighten the clients).

DELIVERY OF MODULE 4-A:

Pre-field preparation of participants (15 minutes)

Step 1: Ahead of leaving for the field, do a walk-through of the forms to minimize
confusion. Tell the participants that as they see and hear the assessment
and planning session with real clients, they should practice filling out the
forms simultaneously.

Step 2: Remind participants to be cognizant that they are conducting a learning ac-
tivity at the expense of the privacy of the clients. Ask them to show respect,
dignity and sensitivity.

Step 3: Direct them that if they have questions, they will have an opportunity to ask
them so they should not interrupt the assessment/planning process.

Step 4: Ask the experienced role model case managers to role model profession-
alism and give the participants a periodic chance to ask questions without
interrupting the process.

78 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

In-field Assessment & Planning (3 hours including travel time)
• Experienced case managers (and perhaps the trainer) will demonstrate the entire
assessment and planning process. Due to the time limit, they will not hold a case
conference between assessment and planning.

Step 5: Post-field process (30 minutes)—entire group.

Return to the training venue and process the experience.
Ask:
• What did you learn from the experience?
• How do you feel about the goals that clients set with the help of the case
manager?
• After the observation, where do you feel you could do well?
• Where do you need more help to improve?

CLOSING POINT:
Summarize the module by emphasizing that the assessment and planning processes are
also a household empowerment process and should therefore be jointly done with both
the child and the guardian (if possible however, the Case Manager should use his/her
professional judgement depending on the nature of the case).

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 79

 MODULE 5-A
Reporting and Supervision Skills

60 minutes

DAY 5
Re-Cap of Yesterday (30 minutes)
Fill in any gaps as needed.

80 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

OBJECTIVES OF MODULE 5-A:

By the end of this module, the participants will:

• Understand the vital functions of reporting and supervision.
• Understand the importance of documentation and reporting.
• Understand the reporting structures and flow of data.
• Understand their role in documentation and reporting.

CORRESPONDING MATERIAL in the Case Management Framework:

• Section 2.6 Reporting and Supervision in its entirety.
• Figure 6; Child Protection Case Management Reporting and Supervision Structure.

PREPARATION AHEAD:
• Prepare to show the Power Point of the Circulatory System (Slide #14). Study
the human circulatory system briefly, to understand the functions of the heart,
the veins and arteries and the important role of blood circulation for human sur-
vival. This material can be found in numerous sources on line, including here:
http://www.innerbody.com/image/cardov.html.
• The point of the comparison between the human circulatory system and the case
management system is on the Power Point.
• Ask a CCPW and a District-level supervisor to each discuss their views on the current
strengths and problems related to supervision.

DELIVERY OF MODULE 5-A:

PRESENTATION (20 minutes):

Step 1: Show the Power Point Slide (shown next page).

Step 2: First, only show the left half of the slide, and ask:
• What do you see?
• Can a human body live without the flow of blood?
• What is the function of the heart?
• What is the function of the veins and the arteries?
• What will happen if one of these main veins or arteries is blocked, or cut off?

Step 3: Now, show the right side. Go over each bullet point on the slide.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 81

 Reporting and Supervision:
the Circulatory System for
Case Management

Reporting is like the blood flowing to

the heart.

Supervision is like blood flowing away

from the heart, to the parts of the body
that need it.

The veins and arteries are like the

pathways established for the blood to
flow.

Without this circulation of blood the

body ultimately stops and dies.

Without reporting and supervision the

case management system cannot exist.

Step 4: Look at the circulatory system of the Case Management System.

• Have participants turn to Figure 6 in the Case Management Framework.

Step 5: Explain the various arrows shown in the top rectangle, for reporting, su-
pervision, referrals and coordination. Explain that these are the circulatory
pathways for case management.

Step 6: Explain the structures for reporting, supervision, reporting and coordination.

Step 7: Ask a few participants to locate themselves in the chart and state who they
report to, whom they supervise, whom the receive referrals from, and with
whom they coordinate. Be sure to ask a range of positions so there is variety
in their reporting and supervision structures.

82 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

INFORMATION EXCHANGE (25 minutes):

Step 1: Ask participants the following;

• Where is the Case Management Circulatory system weak?
• Is there a blocked or broken vein or artery that threatens the health of the
system?

Step 2: Ask a CCPW and Supervisor to tell an inside story of their side of the prob-
lem. First ask a CCPW to speak about the problems he/her sees. Then ask a
Desk Officer or Assistant Desk Officer from a district office give his/her side
about the difficulties involved in supervision.
• Likely responses will include:
• Lack of transport.
• Lack of money for phone cards.
• Lack of time due to too many clients.
• Lack of an efficient method for reporting and supervising.

Step 3: Solicit ideas on the following;

• How some districts or local offices have dealt with these problems.
• How to improve and ‘unclog’ the situation with current resources or how to
obtain greater resources.

Emphasize that we have to make reporting and supervision a priority.

DISCUSSION (15 minutes):

Step 1: Explain the frequency of supervision recommended in the Case Manage-

ment Framework as follows:
• Supervision should be provided by the Assistant Desk Officers for the CCP-
Ws at least once a month in a face-to-face setting in the communities where
they work.
• Each of the Assistant Desk Officers and the Desk Officer should meet at
least monthly, after each Assistant Desk Officer has met with the CCPWs in
case they have questions about any of the cases.
• The District SWO should supervise the Probation Officers and the social
workers at the One Stop Centers and get feedback from reformatory cen-
tres, at least monthly.
• The National Coordinator should have at least monthly phone contact with
each of the District SWOs and Case Management Desk Officers, but meet
with them quarterly face to face.
• Supervisors should also provide input and guidance as requested on a
case-by-case basis by the supervisee.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 83

 If possible, an annual performance review and goal setting is advised.

Step 2: Explain the role of Civil Society Organizations (CSOs) in Case management.

Step 3: Explain that Figure 6 depicts mostly government actors, but CSOs are repre-
sented in the “cloud” or the informal community entities that refer to the for-
mal system, as well as serving in the various coordinating committees to the
right of the chart. CSOs are therefore an integral part of the national case
management system. They often have their own supervisory and reporting
systems they need to adhere to. Refer to the framework for details on the
role of CSOs.

FINAL POINT:
Summarize the module by pointing out that documentation and reporting are key in Case
management and that Case management Officers should ensure that the reports are con-
cise and coherent to facilitate service delivery and follow up. The feedback loops should
be respected at all times as this is motivating to both the one providing the service and
the supervisor.

84 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

FIGURE 6: CHILD PROTECTION CASE MANAGEMENT REPORTING
AND SUPERVISION STRUCTURE

National Case Management Coordinator National Social Welfare

Ministry of Gender, Children, Disability and Social Welfare Technical Working Group

(District Social Welfare Officer) District

District Case Management Desk Officer SW TWG

FORMAL
SECTOR

Assistant Case Management Desk Officers

Community Child Protection Workers Area CP Committee

Other Government Case Managers / CVSUs

Cases referred from communities

INFORMAL Village CP
Informal community response to child
COMMUNITY Committee
protection through NGOs, CBOs, Support
SECTOR
Groups, Child Protection Committee and
Village Chief, Church groups

KEY REPORTING REFERRALS

SUPERVISION COORDINATION

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 85

 MODULE 5-B
Interviewing Skills

75 minutes

86 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

OBJECTIVES FOR MODULE 5-B:

By the end of this module, participants will:

• Acquire basic interviewing skills including skills in interviewing hostile/resistant cli-
ents.
• Understand cases that require specialized professional care.

CORRESPONDING MATERIAL in the Case Management Framework:

• Section 2.7 Communication Skills.
• Section 2.7.1. Interviewing Skills.

PREPARATION AHEAD:
• If resources allow, arrange for a highly experienced interviewer to lecture on how they
interview a trauma survivor (15 - 20 minutes lecture followed by Q&A for 10 minutes).
Provide them with the materials from 2.7.1. from the Framework so their lecture is
consistent with the Framework.
• Prepare the word strips to be used for the group activities on good/bad examples of
listening and planning.

DELIVERY OF MODULE 5-B:

PRESENTATION

Step 1: Introduce the session by explain the following

• There are many communication skills applicable to case management but

three of them are particularly relevant. These are: 1) Interviewing Skills, 2)
Counselling Skills, and 3) Crisis Management Skills. This module is about
the first—interviewing skills. The other two will be covered later.
• Interviewing skills are used every day by case managers. Most of us think we
know how to talk, but there are skills that will put clients at ease, help them
feel understood and respected, and generate the type of information needed
to make a good Case Plan.

GROUP DISCUSSION (20 MINUTES): INTERVIEWING SKILLS

Step 1: Ask the questions below & solicit answers for each one.

Step 2: Write their answers on the board or flip chart, and fill in the gaps when addi-
tional answers are needed to fully cover the topic (see the list below for full
range of answers).

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 87

 Question #1: How do we use interviews in case management?
• To collect information.
• To establish a trusting relationship.
• To assess and plan the case goals.
• To review progress with the client or service provider, etc.

Question #2: How should you prepare for an interview?

• Before the interview, know what it is you want to accomplish through the interview.
• Review the information about the client(s) if you have any.
• Make a list of the information you want to gain from the interview.
• Do a mental check of what you will need to get that information:
• Forms?
• Notes?
• List of questions?
• Think about how you will handle the interview so the client feels supported and un-
derstood, and it will build the relationship with the client.
• Think about how you will deal with a client who is overly emotional, non-communica-
tive, hostile or resistant.
• Think about the resources the client may need, and take this information.
• Think of ways to motivate the client to work toward realistic goals.
• Check to see if you have personal worries and stress you need to set aside so you
can focus on the client with your whole self.

Question #3: How can you show respect and genuine care to a client during the
interview?
• “People don’t care how much you know, until they know how much you care”.
• Concentrate your whole self on the client: bring all of your experience, knowledge,
skills, and personal qualities to the interview and dedicate them exclusively (during
the interview) to serving that client’s best interest. Remember the client is the most
important person in the world to you at that time.
• Do not allow distractions such as a phone call or other worries get in the way of full
concentration.
• Try to ‘jump into the client’s skin’ and find out how the world looks and feels from their
point of view (without losing your own orientation)--empathy.
• Engage yourself in a way that the client will be comfortable engaging with you. Be
sensitive to social and cultural norms of the client in terms of making eye contact, sit-
ting/standing too close or too far, asking certain types of questions, volume of voice,
manner of dress, etc.

88 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

Question #4: What are some ways of empathic listening?

Some ways of empathetic listening include;

• LISTENING with concentration with a sincere desire to understand the client’s world
view. Do not assume that you know how they feel. Respond with respect and convey
understanding or ask follow-up questions until you do.
• Refrain from judging the client, or dismissing the client’s feelings. Acknowledge the
client’s world view and feelings as they are, but if their view is harmful to them, gently
work to help them see the reality that most people see.
• In exercising empathic listening, the case manager should avoid using strong emo-
tional responses of their own, but try to acknowledge and/or reflect back the client’s
perceptions and feelings.

Step 4: Summarize the discussion by highlighting that empathic listening is listening

with empathy. Empathy expedites trust building between the Case Manager
and the client and also the whole case management process. Empathic
listening is healing…just being listened to, is often very helpful. The Case
manager should create a caring environment throughout this process.

GROUP ACTIVITY (7 minutes): Good and bad examples of Empathic Listening

Step 1: Put all the paper strips in a hat or bowl.

Step 2: Have a volunteer to come up and pick one out of the hat each time and read
it to the entire group. (Pick someone who is shy and has not participated
very much).

Step 3: When all the word strips are done, thank the volunteer and resume discus-
sion.

Bad examples of Empathic Listening

• ‘How horrid! No wonder you are so messed up!’
• ‘This is so bad…I can’t deal with it’.
• ‘Just a minute, I have an important call’
• ‘I don’t think you should feel that way’.
• ‘This is not even a problem. Stop complaining.’
• ‘You don’t need to tell me, I already know how you feel.’

Good examples:
• ‘Thank you, I am glad you told me this’.
• ‘I see how it is for you. I am glad to know how you see it (feel about it)’.
• ‘I am so sorry to hear how hard this has been for you. I can see that you are very sad
(worried, anxious, concerned, hurt, angry, etc).’

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 89

 GROUP DISCUSSION (ENTIRE GROUP) (8 minutes)

Step 1: Introduce the session by explaining that interviewing skills are also essential
in the planning and follow-up stages. The case manager’s key roles at this
point are to convey understanding, provide information, and promote the
client’s ownership of the case planning. It is important not to just tell the
client what they need to do, but to have them arrive at their own goal setting
with your guidance. During the follow-up phase, it is also important for this
ownership to continue. And ALWAYS show respect and courtesy.

Step 2: Ask the Case Managers how they can show respect and courtesy during the
goal setting and follow-up phases (demonstrate interviewing skills).

Step 3: Look at some good and bad examples.

Step 4: Ask another volunteer to come up (another shy person), do the same word
strip exercise as the previous one.

Bad examples:
• ‘I know just what you should do, so we’ll make that your goal.’
• ‘I am going to fill out all the goals for you on this form. It will just take a few minutes.’
• ‘It looks like you are too lazy to do anything about your problems.’
• ‘You should just give up; there is nothing that can be done.’
• ‘You don’t really want to do this, do you?’

Good examples:
• ‘Now I understand how you feel. How do you think your wife might feel?’
• ‘Can you tell me more about that?’
• ‘I see…so this is a challenge for you. How long has this been a problem for you?’
• ‘Have you thought about what you would like to do?’
• ‘Can you tell me what you have done already to solve this problem?’

SHORT LECTURE (5 minutes)

Step 1: Ask participants how open and closed-ended questions can be used for
interviewing?

Step 2: Record the answers.

Step 3: Present the following as a lecture.

• Interviewing should use both ‘closed’ and ‘open’ ended questions. Closed-ended
questions are generally used for obtaining a Yes or No answer, or a very short an-
swer. In contrast, an Open-ended question widens the topic and allows the client to
discuss it to the degree that they would like. It can be asked by itself or after asking

90 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

 the closed question. Typically open-ended questions start with Who, When, How,
What, etc. but they are not always in a question form.
• Closed-ended question: “Do you have a source of income?” (Yes/No answer) or ‘How
long does it take to go to school?’ (very short answer).
• Open question: “Tell me how you support your family?” or “What is like when you
walk to school”? In both of these case the questions invite further discussion than
just a simple answer.

PRESENTATION: Interviewing a trauma survivor (15 minutes)

Step 1: Let the guest speaker (if available) discuss interviewing a trauma survivor.
This can be someone who works at a One Stop Center or Victim Support
Unit who interviews rape victims, or a counsellor who does therapy with
them. Suggest that they cover the following points from the Framework:

Why trauma victims and survivors are difficult to interview:

• They may still be in a state of shock, denial or under pressure to protect the perpe-
trator.
• They have suffer from depression, anger, sadness, lethargy, or suspicion. In severe
cases they may be in a state of disassociation and may need psychiatric attention.
• It is easy to re-victimize the victim/survivor through incorrect interview methods.
• If there is a court case coming up there may be legal requirements for conducting the
interview to preserve the evidence.
• For all of these reasons it is best for highly trained professionals to interview children
in acute stages of trauma, whether through abuse, disaster, or sudden loss of a loved
one.

Step 2: Open up for Question and Answer for about ten minutes.

GROUP DISCUSSION (entire group): Interviewing a Hostile or Resistant Client (10

minutes).

Step 1: Read Section 2.7.1.7 (Interviewing a Hostile or Resistant Client) carefully.

Step 2: Ask participants the following questions:

• Have you ever had to work with someone who did not want your help?
• Why do you think that some clients are hostile or resistant?
• Why are you ever hostile or resistant? (Try to understand their world view).
• Some feel they have been wronged, misunderstood, judged unfairly.
• Some do not feel confident they can change, so they resent people who
push them too much, too fast.
• Some don’t have faith in the system, so anyone from government is to be
avoided or repelled.
• They may feel judged or ‘looked down upon’ by the Case Manager.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 91

 Maintain calmness and professional demeanor and listen carefully giving empathic re-
sponses

Step 3: Once you understand the clients’ world view, engage with the client slowly to
build trust. The client will be watching you closely to decide how much they
want to invest. This takes time!!

• If the case management time frame is short, let the client know about it.
• Let the client know that you understand their reluctance, but you cannot help them if
they don’t choose to receive it. Let them know that that you will not be pushing them
beyond their comfort level.
• NEVER put yourself in harm’s way with a very angry or volatile client. Ask for a police
escort if you ever feel your safety is at risk or, if there is not an emergency, wait until
things have calmed down.

CLOSING POINT:
Summarise the module by highlighting the basic interviewing skills and how important
they are in the case management process.

92 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

MODULE 5-C
Counselling Skills

60 minutes

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 93

 OBJECTIVES FOR MODULE 5-C:

By the end of this module, the participant will:

• Acquire basic counselling skills.

• Understand the basic counselling process.
• Practice strengths-based counselling techniques.

CORRESPONDING MATERIAL IN THE CASE MANAGEMENT FRAMEWORK:

• Section 2.7.2. Counselling Skills.

PREPARATION AHEAD:
• Power Point Slide #15 to be projected.

DELIVERY OF MODULE 5-C

PRESENTATION: THE COUNSELLING PROCESS—OVERVIEW (10 MINUTES)

Step 1: Present the following as a lecture

• Counselling skills include interviewing skills, but they are more than inter-
viewing skills. Interviewing skills are primarily aimed at obtaining information
from the client, while counselling skills go much further to assist clients in
finding their own strengths, explore solutions, and make and commit to de-
cisions regarding their own lives.
• Specialized counselling, especially with survivors of trauma should be done
by professionals with specialized training. However, general counselling
skills can be applied by all case managers with basic skills.
• Counselling is a process (much like case management) that starts with a
problem, finding strengths, looking for solutions, making decisions and eval-
uating outcome.
• Show the Power Point slide at this point. Walk through each step.

The Counselling Process

Helping Helping
Helping Client to Client
Identifying Finding Exploring
Client make commit to Evaluate the
Problems Strengths Solutions
Decisions their goals Outcome

94 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

GROUP ACTIVITY: Strengths-based Counseling Technique (30 minutes)

Step 1: Introduce the session by explaining that one of the most important steps in
counselling is not only identifying the problems but FINDING STRENGTHS.
Yet, this important step is often overlooked in counselling. Explain that very
often client’s strengths can be applied to their problems, hence they be-
come a natural part of the solution.

Examples:
• A boy who has been on the streets for the last few years may be far behind his peers
in school, but he may recognize that he has a strong desire to catch up and that he
can work very hard to do so. Or, perhaps he might recognize that he has good sur-
vival skills to have lived on the streets for so long. He may also have good skills with
his hands and he has an interest in a skilled occupation.
• A girl whose mother has passed away may realize that she has a very close rela-
tionship with her maternal auntie and will feel loved in her home. Or, she might also
recognize that her older sister is also able to take her in. She will recognize that even
though she is sad, she is strong enough go on without her mother and honour her
memory by living well.
• A mother who is sick may be helped to see that she has several things she can do:
she can get medication, she has caring neighbours who will care for her children at
times, and she can do some handy craft work and sell them even while she is recov-
ering. She may also be helped to see that there is an excellent CBCC near her home
her children could attend.

Step 2: Explain that the participants will practice strength-focused counselling tech-
niques.

Step 3: Let each participant pair up with another person from a different table. Let
each pair spend 20 minutes practicing finding strengths in the other person,
approximately 10 minutes per person.
Step 4: Explain that they can ask questions such as the following to help clients find
strengths in themselves (these are in the Framework in 2.7.2.2.—have partic-
ipants use the Framework) and take notes.

• “What kind of skills do you have?”

• “What are some things you have done that you are proud of?”
• “What do you enjoy doing?”
• “What kinds of nice things do people say about you?”
• “What is a very hard thing that you have done?”
• “Who are some people you are close to?”
• “Who are some people who could help you?”
• “What are some resources you would like to explore?”
• “What are your fondest dreams that you would like to work toward?”

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 95

 Step 5: Explain that case managers can make encouraging observations with com-
ments such as:
• “You seem to care a lot about your children.”
• “You seem to really enjoy doing that, and you are good at it.”
• “That was a nice thing you said. You are very kind.”
• “I see you have been working hard.”
• “You did a good job on that.”
• “You did a hard thing.”
• “I am really confident that you can do that.”
• “There are people who care about you.”

Step 6: Call on a few volunteers to share some of the strengths of their partner.

PRESENTATION: The Rest of the Counselling Process (20 minutes)

Step 1: Present the following as a lecture.

Helping Clients Make Decisions

• Decision making starts with exploring alternative courses of action with the client and
helping him/her choose one.
• Will the boy back from the streets continue with school, or will he enrol in an
occupational skills training programme? He might think of how each alternative
will play out in the long run and what the short term costs will be in terms of time,
money or other factors.
• The girls whose mother has passed away might be helped to imagine what it
would be like to live with her auntie or her sister, and consider which will help her
achieve her personal goals better in terms of education, future job or family, etc.
• The mother who is sick may determine which steps she will take first, and what
she hopes will be the outcome.

Helping Clients to Commit to Their Goals

• As discussed in the Case Planning section, it is important to help clients set achiev-
able and realistic goals, and make an affirmative commitment to the case manager to
try their best efforts to reach them.
• Some clients overestimate their ability while some don’t have confidence to set
hard goals. The case manager must assess the client’s capacity and help them
set realistic goals. The more realistic they are, the more the client will be able to
commit to achieving them.
• If some ‘easy’ goals are reached, additional goals can be set during the case
management time frame. The case manager needs to reinforce the client’s deci-
sion to reach those goals. This involves frequent follow-up, encouragement and
continued support as needed.

96 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

Helping Clients Reflect and Evaluate the Outcome

• It is important for the client to have opportunities to evaluate their progress through-
out the case management process.
• While some will achieve success on all goals, many will not reach all of them. Perhaps
they were unrealistic, or the resources were not available. Part of counselling clients
involves helping them to celebrate their success and process their disappointment.
• Dealing with client’s disappointment can be difficult for the case manager, if he or
she has invested in the client. The case manager may feel a sense of failure as well.
These feelings should be discussed in their supervision session, but not with the cli-
ent (unless it is to acknowledge responsibility for any negligence on the part of the
case manager, if any).
• The focus should be on the client to deal with the disappointment and perhaps set
new, more realistic and achievable goals.

CLOSING POINT:
Summarize the key points from the module

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 97

 MODULE 5-D
Crisis Management Skills

60 minutes

98 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

OBJECTIVES OF MODULE 5-D:

By the end of this module, participants will:

• Understand the basic dynamics and common responses of people experiencing cri-
ses.
• Acquire skills managing clients with personal crises.

CORRESPONDING MATERIAL in the Case Management Framework:

• Section 2.7.3. Crisis Management Skills.

PREPAREATION AHEAD:
• Review the materials in the Framework.
• Obtain 7 to 8 small candy bars/sweets or anything you can give every member of the
group members for the task.

DELIVERY OF MODULE 5-D:

PRESENTATION (30 MINUTES): CRISIS MANAGEMENT SKILLS

Step 1: Ask participants why to learn crisis management?

Step 2: Explain that Case managers are often the first responders at a personal or
family crisis. In fact, most of the cases we will have, are generated by some
type of a crisis. As such, they should know some basic crisis management
skills.
Step 3: Present the following:

a. Definition of crisis: A crisis is a condition that exists when a person or family is

suddenly faced with an unexpected situation that they feel little or no control over.
These might include a violent episode of abuse, a terrible accident resulting in inju-
ries, sudden natural disaster, very bad news about a family member, etc. Explain that
sometimes even when an event has been gradually building up, it can become a crisis
at a certain breaking point.

b. Reaction to a Crisis: The typical reaction to a crisis covers a wide range depending
on the person. It is important to recognize the individual nature of responses. Some
people feel sad, shocked, agitated or angry while others may feel numb, immobilized
or depressed. The case manager should not assume that a client in a crisis will act
in a certain way, or adopt the one-size-fits-all approach. Past abuse or unresolved
issues can impact how a person may be able to cope with a crisis.

c. Basic Steps in Crisis Management: Even though individual responses vary, there
are several steps in assisting clients in a crisis. (Alert the class that there will be a
memory game played after this portion of the presentation, so they need to pay at-
tention)

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 99

 d. Steps in helping a client manage a crisis

1. The client needs to feel safe and able to trust the case manager. This is done largely
by using the listening and interviewing skills already discussed. The case manager’s
own personal poise and maintenance of calm composure is essential.
2. The client’s immediate needs such as food, shelter and clothing must be met. This
requires that the case manager have a good handle on the available resources.
3. The client needs on-going opportunities to express their feelings of hurt, anger, or
sadness in an atmosphere of acceptance and respect. The case manager needs to
realize that the client may repeat the same things over and over again, but this is be-
cause they have the need to do so. Patience and empathy are key.
4. The client must be connected to their trusted loved ones. This requires the knowl-
edge of the client’s family and peer relationships so that the most supportive persons
can be notified to assist the client.
5. The client must be assisted to set tangible goals (e.g. to receive counselling, to go
to police, to receive medical care, etc.). Once the client has achieved a measure of
stability, a full assessment should be undertaken and assisted to set goals.
6. The client must be connected to services to deal with their trauma/shock or injury.
Again, the case manager is typically not trained to engage in therapeutic counselling;
therefore a speedy referral to a specialist is best.
7. The client needs to be supported and followed-up on. The case manager should con-
tinue to visit the client and follow up on referrals.

Note that once the client has been stabilized the rest of the process is the basic
case management process.

GAME (20 minutes):

Step 1: Erase or hide all the basic steps just discussed.

Step 2: Ask the participants to close their books and notes, and each team to write
down as many of the basic crisis management steps as they can remember,
and do so in any order they can. They can discuss this with each other but
make sure the other teams don’t hear them!
Step 3: Uncover the steps.
Step 4: Give candy/ sweets or whatever gift was arranged to the winning team!

CLOSING POINT:
Conclude the session by inviting participants to share their own personal or family expe-
riences or experiences in their work, where they have deployed crisis management skills.

100 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

MODULE 5-E
Coordination, Networking
and Collaborating Skills

75 minutes

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 101

 OBJECTIVES OF MODULE 5-E:

By the end of this module, participants will:

• Understand the roles and responsibilities of coordinating and implementing organiza-

tions in child protection system.
• Understand the importance of coordination, collaboration and networking skills in
case management work.

CORRESPONDING MATERIAL IN THE CASE MANAGEMENT FRAMEWORK:

• Section 2.8, Coordinating, Networking and Collaboration Skills.

• Section 3: Roles and Responsibilities of Key Players for Case Management.
• Figure 6: Child Protection Case Management Reporting and Supervision Structure.
• Appendix B, Case Scenarios.

PREPARATION AHEAD:
• The “house” model of the Child Protection System (Slide 9 of the PP slides).
• Slide #10: Case Management in the Larger Child Protection System.
• Definition of Case Management.

DELIVERY OF MODULE 5-E:

PRESENTATION (20 minutes):

Step1 : Show the “house model” of the Child Protection System (Slide #9).

Step 2: Explain the following:

• Point out that the very bottom of the ‘house’ is the “Structures” compo-
nent.
• State that having the proper structures is among the most fundamental
building blocks of a child protection system, and this is true of the case
management system as well because the case management system is
just a smaller system in the larger child protection system.
• Within the “Structures” component of the child protection system, there
are two major types of structures:

Coordination Structures and Implementation Structures.

• Broadly speaking, the coordinating structures are responsible for ad-

vocacy and development of policy, while the implementation structures
take the services to the intended beneficiaries and account for its perfor-
mance to the oversight structures.
• These two types of structures need to collaborate with each other, from
the top to the bottom, to bring full effectiveness to the endeavour.

102 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

 • Let’s quickly revisit Figure 6: the reporting and supervising structures
chart. It also shows how each of the implementation structures (such as
the MoGCDSW and Social Welfare Offices) coordinate with the national
and district coordination mechanisms.
• Coordination and implementation groups often overlap, especially at the
lower end of the organizational structures. Case managers are involved
in both the coordination and implementation side of the system. For ex-
ample, they attend the CCPCs or VDC meetings and coordinate with
a wide range of actors (coordination), but they also deliver the actual
services (implementation). Therefore, they need to know how to partici-
pate in both coordination and implementation. They should know how to
coordinate, network, and collaborate with different actors in the system.
• It is very important for case managers to understand these structures
and how they work, so that they understand their own position in the
structures and are able to function well both vertically and horizontally.

Step 3: Ask participants if they have any questions on Structures. Clarify any points
that are not clear and provide additional information from the framework

PRESENTATION: Coordination, Collaboration and Networking (20 minutes)

Step 1: Explain that Coordination, Collaboration and Networking are always present
with case management. Review the definition of case management: It is “a
coordinated service delivery approach at the individual and household levels
involving the identification of vulnerable children, assessment and planning,
referral to services and follow up, in collaboration with the extended family,
community and other service providers.” Point out that case management,
by definition, is all about coordination, networking and collaboration.

• Case managers often achieve their goals for their clients because of
their skills in collaborating, coordinating and networking.

Step 2: Ask participants to explain the difference of coordination, collaboration and

networking skills.

Step 3: Correct any incorrect points and add the following;

• Coordination is about harmonizing the various parts of a whole to make

sure that there is flow and coherence among the various parts, avoiding
overlaps or gaps.
• Collaboration is the actual work performed by different actors on the
ground. Each actor does an important piece of the work, which, together,
makes up the whole. Case management, by definition, is the process of
making sure there is collaboration between the relevant actors for the
benefit of their client.
• Networking is strictly about building productive relationships to have
greater interpersonal relationship with other actors.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 103

 Step 4: Give an example of a 16 year old boy that committed a violent crime and has
been arrested. The case manager has received a referral on the victim of the
crime, a girl of 12 years of age. The boy will go through the justice system
while the girl will be helped by case management and treatment.

• Coordination: Making sure that there are clear roles, rules and expecta-
tions laid out for the Juvenile Justice, Social Welfare, Police, Courts, and
Parents; ensuring that they all communicate with each other regularly
(perhaps through case conferences) to harmonize their functions.
• Collaboration: All the players know and work toward the same goal
established through coordination, and fulfil their various responsibilities.
Their performance is in a predictable and reliable way to bring about the
desired goal.
• Networking: The professionals who are involved connect interpersonally
to accomplish their responsibilities in a more efficient and effective way
or to build greater trust. For example, a CCPW may network with the pro-
bation officers to move cases more efficiently or engage in conversations
with key personnel at meetings to build a good working relationship.

DISCUSSION (large group) (15 minutes):

Step 1: Ask participants to brainstorm in a large group the following question: How
can we improve collaboration skills?

Step 2: Seek input from the group.

Step 3: Present the following to cover any gaps:

Collaboration Skills:
• Having a thorough knowledge of the terms of reference and standard operating pro-
cedures of one’s own work as well as those of the others one is collaborating with (for
this purpose, cross-training of various disciplines is a good idea);
• Being prompt in doing the tasks one is entrusted to do, as delay in one part can delay
all others;
• Competence in performing their portion of the work, recognizing that the weakest link
in the chain of collaboration will impact the quality of the overall outcome;
• Being a supportive team player to the degree feasible without compromising too
much time, cost, or professional boundaries of assigned tasks;
• Understanding some of the basic terminology of others, for example, medical lan-
guage or legal/criminal terms;
• Sharing accurate information and professional opinion whenever it promotes the
child’s best interests;
• Advocating for more attention for the psycho-social aspects of a child’s wellbeing, not
just the physical or legal aspects, for example, by writing a brief psychosocial report
to be included in the police report for child rape victims.

104 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

Networking Skills:
• When attending meetings, prepare ahead. If you are reviewing cases, prepare good
notes. If a document will be relevant to the discussion, read it and make notes. If you
know what the agenda will be, become familiar with the topics of discussion. Without
being too show-offish, participate in the discussion from a well-informed position.
• Think of ways to offer genuine and sincere compliments to those you interact with.
One of the most sincere forms of praise is to ask them for their opinion about some-
thing.
• Try to remember names and faces of people, and something about them that you want
to remember. Take notes.
• Have business cards if at all possible and share as appropriate. Even if it is one that
you printed at a copy shop, it is better than none.
• Volunteer to do things; capitalize on the chance to be seen and heard regarding child
protection and show your passion for it.
• Pay attention to grooming and hygiene, and dress as professionally as possible. A
clean and professional appearance promotes confidence and respect.
• After you meet new people, take the opportunity to call or email, reminding them of
who you are and where you met that person. Bring up topics of mutual concern (might
be a client) and express a genuine interest in staying in touch.
• Networking is a two-way street. Think of what you can offer the other person. Every-
one has something to give, in your case it might be a document they are looking for,
or a method that you mentioned in a conversation.
• Enjoy the synergy of different personalities and don’t expect others to be like you. Be
accepting and respectful of the individual personalities and differences of people you
meet. If you disagree with someone do it in a pleasant and respectful manner.
• If you use social media, make sure to post material that represents you well. Many
graduate schools, employers and others routinely check these to see what kind of a
person you really are.
• If you follow these tips, it is likely that you will have opportunities for leadership. Ac-
cept them as opportunities to make a greater impact for vulnerable children.
• Leadership typically leads to mentoring others. This, too, is networking to build rela-
tionships with those that are coming through the ranks to do the work. Be willing to
guide them and advise them to reach their full potential.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 105

 ACTIVITY (home groups):

Step 1: Instruct the teams to take one of the Case Scenarios in Appendix B and
identify the various actors and entities that should be involved in each case.
This work will be done as home work:
• How should their work be coordinated (harmonized)?
• If you were the case manager, whom would you target for networking?
• How should they collaborate (divide up the work) to serve the child’s needs?

Step 2: Each group to identify a presenter (next day).

Step 3: Allow groups to present in plenary and provide necessary feedback.

CLOSING POINT:
Conclude the module by emphasizing key points from the module especially the differ-
ence between collaboration, networking and coordination.

106 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

MODULE 6-A
Reporting and Supervision Skills

75 minutes total

DAY 6
Re-Cap of Yesterday (30 minutes)
Fill in any gaps as needed.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 107

 OBJECTIVES OF MODULE 6-A:

By the end of this module, participants will:

• Acquire knowledge and skills in conflict resolution, persuasion, and leadership.
• Gain some practical experience in the application of conflict resolution, persuasion,
and leadership skills.

CORRESPONDING MATERIAL FROM THE CASE MANAGEMENT FRAMEWORK:

• Section 2.9. Interpersonal Skills.
• Power Point slide #16.

PREPARATION AHEAD:
• If resources allow ask three guests/ participants to prepare a 10 minute presentation
(each) on how they have used one of these skills in their work as case managers or
supervisors. Each guest should speak on one skill—conflict resolution, persuasion or
leadership skill. Match the guest with the particular skill they possess.

DELIVERY OF MODULE 6-A:

Step 1: Explain that three more important interpersonal skills will be discussed in
this module. Interpersonal skills are often called ‘people skills’ because
they are important in managing all types of relationships, including with col-
leagues, clients and even family members.

These three are directly related to being an effective case manager as well as a good
supervisor:

Step 2: Write the three interpersonal skills on board or flip chart

• Conflict resolution skills.
• Persuasion skills.
• Leadership skills.

Step 3: (10 minutes)

Explain that you will now give a short introduction to each of these three
skills, and you have invited three speakers to share how they have used
these skills in case management work. Ask participants to take notes on
what particular aspects of these skills they would like to develop to be more
effective.

a) Conflict Resolution Skills

• Case managers often must deal with conflicts in their personal lives or at work, be-
tween clients, colleagues, or community members.
• Conflict resolution skills are extremely valuable in settling down interpersonal crises,
promoting constructive discussions, and ultimately solving problems. The main points
of developing conflict resolution skills are:

108 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

• Recognize that conflict is normal in relationships since all people cannot agree on ev-
erything. However, how they are resolved can harm or strengthen their relationships.
• Understanding that conflict usually arises out of a person’s need to feel safe, respect-
ed, understood, and valued even when that person is not aware of that need. Getting
to this foundational issue is often key to resolving the conflict.
• Conflict also arises out of communication style. One person may say things in ways
that trigger hurt or anger in another. Helping to recognize their different communica-
tion and emotional response styles can facilitate a mutual commitment to ‘meet half
way’.
• Unspoken expectations or needs at work can lead to conflict, whether between col-
leagues or between employer and employee. Clarifying them will improve mutual
understanding.
• To assist in resolving conflict, the case manager must remain alert and calm, withhold
judgment or siding with one party or another, listen to the feelings and views, and
express respectful understanding to both. Then gradually, both sides must come to
understand the other, with help with the mediator, until they can commit to a mutually
acceptable solution which may involve a compromise.
• When it is the case manager who is involved in a conflict, he or she should remember
to make the relationship the priority, not ‘winning’ the battle. Especially if there is a
client involved the case manager should put the best interest of the client ahead of
winning the conflict—but this does not mean to give into unreasonable demands, it
simply means that the case manager takes a course of action that will serve the client
over his own needs to punish the client.

FIRST SPEAKER/ PRESENTATION: Invite the first of the three speakers to discuss how
they have used conflict resolution skills in case management or supervision to enhance
the relationship (10 minutes). After the speaker is finished:

• Thank him/her
• Allow 5 minutes for questions.
• Offer clarifications

b) Persuasion Skills (10 minutes)

A case manager is often in the position of advocating on behalf of a client or cause, and
this takes skills of persuading others to adopt his or her point of view. This should be
done with respect for different views of others, while being firm in one’s own views. Ex-
perts in persuasion skills offer the following tips5 for persuading others:
• Careful listening to the other party is the first step. People who feel ‘heard’ tend to be
more responsive rather than those who feel ignored or disrespected.
• When listening, pay sincere compliments, such as “I appreciate you telling me that.
I see you have done a lot of thinking about this.” “I am really impressed with you
knowledge.”

5 Adapted from Kent University Careers and Employment Service Website. http://www.kent.ac.uk/careers/sk/
persuading.htm

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 109

 • Speak with confidence and use culturally appropriate body language to convey con-
fidence. Avoid sitting low in the seat, hiding in a corner, or using hesitant language
such as “ummm, I am probably wrong about this but…” or “I guess I think that, I am
not sure.”
• Present all pertinent facts and logic first, but also share your emotional investment
in the case or cause. People are inspired by not only your knowledge and clear pre-
sentation, but by your commitment and passion, while maintaining professionalism.
• Use positive language. Instead of saying “You are wrong about that” or “I disagree”,
say “I understand your point of view, but I see it in a different way. May I explain?” Or
“That is an excellent idea, but have you also considered…?”
• Learn to deal with objections to your ideas and proposals in a tactful and respectful
way, and learn to identify common grounds.
• Sometimes persuading can include being willing to negotiate a compromise. Knowing
when to make small concessions in order to get an agreement on a more important
issues is key to having influence.

SECOND SPEAKER speaks for 10 minutes on how persuasion skills can be applied to
case management or supervision. When finished:

• Thank him/her.
• Allow 5 minutes for questions.
• Offer clarifications.

c) Leadership Skills (10 minutes)

Step 1: DISPLAY Power Point Slide 16.
Step 2: Explain that Leadership skills are often misunderstood as being applicable
only to those in high authority positions, and case managers may not feel it
applies to them. However, leadership skills are important for the case man-
ager who hopes to influence the opinion and decisions of clients and those
they coordinate or collaborate with. In addition, those who practice leader-
ship skills often end up in positions of leadership, to have greater influence
for good. As shown in Figure 8, many of the leadership skills are involved in
working with clients such as:
• persuading and motivating,
• creating enthusiasm,
• clarifying the problem and making decisions,
• listening,
• giving constructive feedback,
• planning and organizing, and
• setting objectives.
• Additional leadership skills such as taking initiative, accepting responsi-
bility for mistakes and wrong decisions, persevering when things are not
working out, and learning from failure are extremely valuable in working
with both clients, colleagues and other stakeholders.

110 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

While some people have these leadership qualities more naturally, others can learn to
be good leaders. The experts at Kent University give these valuable tips on cultivating
leadership:6

• Use initiative to act on opportunities. Become a leader before other people view you
as one.
• Take responsibility for your own objectives, set priorities and achieve them.
• Display a ‘can do’ attitude even in demanding situations. Try to solve problems rather
than to pass them on to other people. “Yes, I’ll make it happen.”
• When asked to do tasks, go the extra mile. Go beyond your job description; do the
work that gets you noticed.
• Show enthusiasm for the work.
• Take ownership of problems: anticipate potential problems, take pre-emptive action
and act quickly to resolve problems;
• Introduce improvements to the way things are done; develop innovative practices and
thinking.
• Learn new skills that will enhance capability and constantly add to your tool box.

6 Adapted from Ibid., http://www.kent.ac.uk/careers/sk/leadership.htm.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 111

 FIGURE 8: LEADERSHIP CHART
(source: Bruce Woodcock, University of Kent, UK)

Persuading & Planning,

motivating: organising &
creating setting
enthusiasm to objectives
make things
happen. Taking the
initiative &
responding flexibly
Clarifying the
to changing
problem &
situations
making logical
decisions

Accepting
responsibility for
Listening, mistakes & wrong
supporting & LEADERSHIP decisions
giving
constructive
criticism

Persevering when
things are not
Delegating tasks working out
to people with the
right skill set

Taking a positive
Presenting a attitude to &
positive personal learning from
image. Being failure
assertive.

THIRD and FINAL SPEAKER now speaks on how he/she has used leadership skills in
case management as a case manager or supervisor (10 minutes).

Allow a 5 minutes Q & A session.

112 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

MODULE 6-B
Personal Skills

75 minutes total

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 113

 OBJECTIVES OF MODULE 6-B:

By the end of this module, participants will:

• Understand the concept of self-awareness as case managers.
• Understand the importance of time management in case management.
• Acquire skills in dealing with stress and vicarious trauma associated with case man-
agement.

CORRESPONDING MATERIAL in the Case Management Framework:

• Section 2.10 Personal Skills.

PREPARATION AHEAD:
• Prepare one blank paper strip to each participant, on which they can write two sen-
tences.

DELIVERY of Module 6-B:

Step 1: Introduce the session by explaining that the module will focus on importance
of personal skills that we need as case managers. This is the tenth core
competency.

Step 2: Remind participants that this is the last core competency out of the ten in-
troduced at the beginning of the training. Although this is listed last, it is cer-
tainly not the least important competency; in fact, this is crucially important.
Remind participants that Case Managers bring their whole selves into the
work, so personal skills are at the core of what they do.

ACTIVITY (25 minutes):

Step 1: Hand out the strips of blank paper. Each person should have one, on which
they can write two sentences.

Step 2: Write these two sentences on the board or flip chart:

1. “My best personal quality as a case manager is that I

______________________________

2. “My worst personal quality as a case manager is that I

______________________________

Step 3: Ask participants to complete these sentences. If they are not yet case man-
agers, ask them to project into the future.

• When they are finished, have them match up into pairs with someone they
don’t know very well from another table.

114 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

 • When they have found their partner, they take turns discussing their best
and worst personal qualities as a case manager.
• When they return to large group ten minutes later, ask for volunteers to dis-
cuss what they learned. Have participants return to their own table.

PRESENTATION:

Step 1: Explain that Case managers bring their whole and real self to the case man-
agement situation. They cannot leave who they are at home while their ‘fake’
façade interacts with the clients or other actors. The most relevant personal
skills to case management are:

• Self-awareness
• Organizational Skills
• Managing stress and vicarious trauma
• Self-Awareness

The activity we just did was to try to become more aware about ourselves. Self-aware-
ness is a very important skill, because how we think, feel and act has a great impact on
others. By knowing our own strengths and weaknesses we can become more effective.
There are several common barriers to self-awareness and several known methods of
nurturing it.

Step 2: Explain the following using a lecture method:

Barriers to Self-Awareness

• Strong cultural norms often dictate how one should feel and behave,
• Family upbringing that emphasize certain traits over others, and
• Friends and society in general that stress acceptable or popular traits (often along
gender or class lines).
• Extreme trauma and loss can also play a role in suppression of painful feelings.
• These forces can be so strong that one can often be unaware of his or her true nature
and be surprised to find themselves having certain reactions to people and situations.

As can be imagined, case managers are often at a loss as to why they react to certain
clients or colleagues in the way they do, and try to brush it aside rather than deal hon-
estly with their true feelings. For example, some have a difficult time working with those
who have committed crimes or offences against children. Their sense of harsh judgment
against these individuals and their inability or unwillingness to reflect upon their personal
responses form a barrier in providing effective case management services.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 115

 How to Nurture Self-Awareness

• “Owning” or acknowledging how one truly is, feels, or acts, and understanding why
one does, are the crux of tapping into self-awareness. This is not always easy and
can be scary.
• For example, a case manager who was raped as a child may have an unhealthy level
of sympathy, rather than empathy, for the victim to the point of enabling rather than
empowering. Once they are able to see this, they can work to regain balance and
professionalism to their own benefit and that of the client. This type of discovery and
correction will lead to other insights that can increase self-awareness.
• Achieving self-awareness may involve sincere self-reflection, honest discussions with
trusted colleagues and supervisors, learning skills to deal with them, and possibly
professional counseling. In the meantime, the case manager may wish to ensure that
they are being fair and professional to all clients, even with those they do not relate to
very well. If there is a major problem, the supervisor may need to temporary re-assign
the case.

DISCUSSION (15 minutes): Let’s talk about organizational skills next.

Step 1: Ask participants how they organize their case management folders and how
they keep all the forms, papers, and referral records organized?

Step 2: Ask for volunteers to share ideas. Here are some ideas from the Framework:

Busy case managers with large workloads and many meetings to attend, with little re-
sources and support can feel overwhelmed. However, some organizational skills can
lessen stress and improve productivity. Case managers may benefit from the following
courses of action.

• Create a personal binder for keeping notes on each and every client, aside from the
Case Management booklet. In this binder dedicate several removable pages to each
client, keeping notes of the contacts with clients and service providers or other com-
munication or meetings you have had. Once the case closes, remove the pages and
file them in a secure place where you can retrieve them if you need to.
• Take these notes to the supervision or case conferences. Add notes to them at the
meeting and put them back in the binder mentioned above.
• Keep an updated list of resources handy. If there isn’t one, start the initiative to create
one. This will save countless hours of hunting and searching.
• Combine trips. If you have a meeting in one location, also visit clients and meet with
community leaders. Make a list ahead.
• Manage your time. In an organizer (hard paper or electronic), input annual, quarterly,
monthly or weekly meetings and events. Each day, spend a few minutes first thing in
the morning to make a ‘to-do’ list, schedule for the day and keep to it, breaking the
schedule only for extreme emergencies. Check off tasks as you accomplish them.

116 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

• Prioritize the important tasks first, and get them done. Many people get distracted
and focus on less important things, leaving insufficient time for the big things.

Take time to refresh. During your work day, it is important to take care of yourself. This
does not mean that one should take two hour lunch breaks each day, but it does mean
that during the one hour lunch, you completely relax, socialize, and try to get the most
refreshment value out of the time ‘off’ the job.

NOTE: Case managers’ ability to stay organized will improve his/her effectiveness with
clients and improve their overall performance. Organization brings peace of mind and a
feeling of mastery and calm, which contributes to having a clear mind, a less frenzied
heart, and a calm approach to the challenges of case management.

Step 3: Invite discussion: What has helped you be more organized? Please share.

PRESENTATION (25 minutes): Managing Stress and Vicarious Trauma

Step 1: Using a lecture method present the following!

Managing Stress:

Child protection is one of the most stressful jobs. For this reason, it is also common for
child protection workers to be diminished or impacted by stress and vicarious trauma.

Symptoms of Stress:

Stress and vicarious trauma can lead to:

• Feeling drained; not having the energy for the work;
• Feeling emotionally overwhelmed and/or depressed by the cases to manage;
• Resenting clients and being impatient with them;
• Losing track of the different cases;
• Physical symptoms such as headaches, stomach problems, sleeplessness, or fatigue;
• Having overly negative perspective of yourself, clients, co-workers and situations.

Dealing with Stress:

Stress and trauma can be prevented or dealt with in the following ways:
• Clearly separating work from personal life, and being fully present in the moment;
• Recognizing and accepting limitations on one’s time and resources;
• Enjoying a full and happy personal life when not at work;
• Talking to supervisors and colleagues;
• Attending workshops;
• Taking good care of self—sleep, nutrition, exercise and relaxation;
• Possibly taking time off of work to rejuvenate.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 117

 What is vicarious trauma?
Vicarious trauma is the trauma experienced by those who work with victims and survivors
of trauma. Child protection workers have a significantly high level of vicarious trauma, and
it can ‘feel’ and ‘look’ like real trauma, with symptoms of depression, irritability, sleeping
too much or too little, feeling overly sensitive, having a negative view of self and others.
In extreme cases victims can have nightmares of their clients’ experiences, or have short
spans of panic attacks.

Dealing with vicarious trauma

• Vicarious trauma requires similar but more intense coping skills than the everyday
stress of working in child protection. Some helpful ideas are:
• When working in child protection, the case manager’s unresolved past trauma or loss
issues can resurface. If so, it is good to recognize and deal with it. They may wish to
confide in a professional counsellor or a colleague/supervisor who understands and
works with trauma victims. Don’t be afraid to receive counselling, as all human beings
have times when they need to be strengthened and empowered.
• Beware of compromising one’s good judgment; emotional responses of extreme sym-
pathy or hostility may override good professional judgment.
• Learning and using bracketing skills; that is, how to separate client’s trauma from the
case manager’s own reactions, and moving toward an intelligent solution based on
best practices despite having strong trauma responses.
• If necessary, consider taking some time off to deal with trauma issues and retool the
skill sets.

CLOSING POINT:
Conclude the training by summarizing the key points from the 5 day training including
the following;

• We have covered all the ten core competencies of the case manager in this week’s
training. (Review, Slide #11).

• These are just the basic values, knowledge and skills we need—and we need a lot
more detailed training in each of the competencies but we have learned A LOT!

• We are part of an exciting development in our country, as we are at the forefront of

building the case management system, which will also lead the development of the
overall child protection system (Show Slide #10. Leave it up).

• For Case Management to serve the children and families effectively, we need to think
about building each of the system components for case management.

• The Strategy for Capacity Development is based on the following target goals for
rolling out case management nation-wide:

118 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

 • Functions (Policy): We have a Case Management Framework, but still need the
overall Child Protection Framework to implement the CCPJA. We need to sup-
port the passage of the Trafficking in Person’s Act, the Adoption Act, and the
revision of the Probation Act. We need to work to include all children under 18
under the CCPJA as was intended by the CRC and the ACRWC.

• In the Structures component, we need to support the work of coordination

at all levels. As case managers we need to fully support the mobilization of
CCPCs and work with VDCs to introduce the Journey of Life programme in all
of the villages.

• In the Capacity component, we need to start an intensive TOT process to train

all case managers better. More CCPWs need to get on government payroll, and
all case managers and supervisors need more communication and transport
support. Ultimately Malawi needs to institutionalize social work training at the
universities and create several tiers of trained professional child protection
workers. Someday, there will be social workers at every level, and many social
work programs in Malawi.

• In the Continuum of Care component, we need to put more focus on prevention

and early intervention services such as parenting skills and family strengthen-
ing services. There is also a critical need to have more rehabilitative services
for victims of crime and trauma as well as youth in conflict with the law.

• In the Process of Care component, we need to roll out case management na-
tion-wide. We should use standard operating procedures and tools for case
management including by civil society.

• Accountability includes setting up a grievance procedure for clients, and infor-

mation management, storage and monitoring and evaluation of data. We need
to take our responsibilities seriously and fully comply with the data require-
ments.

Q & A: Invite questions and comments (15 minutes).

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 119

 MODULE 6-C
Post Test and
Training Evaluation

60 minutes

120 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

OBJECTIVES OF MODULE 6-C:

• Participants will understand the Strategic Plan for Case Management Capacity Devel-
opment, which will be rolled out between 2015-2020.

CORRESPONDING MATERIAL from the Case Management Framework:

• The Strategic Plan for Case Management Capacity.

PREPARATION AHEAD:
• Print copies of the post test.

POST TEST (30 minutes)

Step 1: Administer the post test.

Step 2: Collect the test.

Step 3: Score the tests and see where the training was effective, and where partici-
pants need more knowledge.

CLOSING HOOT ‘N HOLLER (5 minutes):

End the training on a light and happy note

Step 1: Ask all participants to stand up! (5 minutes).

Step 2: Congratulate participants for successfully completing the training, to go

forth and serve the children of Malawi.

Step 3: Read a sentence and ask participants to clap, yell, whistle, or stomp their
feet to show how much they agree with the sentence. The more they AGREE,
the LOUDER they should be.

Step 4: Ask participants if they are ready?

• I am glad that this training is finished.

• I think that our instructor is very handsome (or beautiful).
• I am an awesome case manager (trainer)!
• I think child protection case management is one of the most meaningful jobs.
• I think I am very handsome (or beautiful).
• I know God loves me!
• I think I deserve a BIG RAISE!

CONGRAGULATIONS (Applause…Cheers).

Next will be the closing ceremony and issuing of certificates for you.
CLOSING CEREMONY—ISSUING OF CERTIFICATES IF AVAILABLE

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 121

 Initial Assessment Form APPENDIX A
Case Mangement Tools
MALAWI
GOVERNMENT

Person Filling out this Form (Olemba);_____________________________________________________________ Title (Udindo) ___________________________________

Agency (Bungwe/ Ofesi)___________________________________District (Boma):_____________________________________________Date (Tsiku):_________________

Particulars of the child (Mbiri ya mwana)

Parents or Guardians Perpetrator
Gender
Child’s Name Age Location of Child (if Known) (Makolo amwana (if known and applicable).
(Mzazi/
(Dzina la mwana) (zaka) (Komwe amakhala) kapena omuyang’anira). Ngati Wachitira nkhanza mwana (ngati
Mwamuna)
mbiri yawo ikudziwika akudziwika)

122 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

Person Making the Referral (Yemwe watumiza mwana) ndi momwe tingampezere & Contact Information: Keep confidential (musungireni chinsinsi):

_______________________________________________________________________________________________________________________________________________

_______________________________________________________________________________________________________________________________________________

Type of case being referred (Vuto lomwe lachititsa kuti mwana atumizidwe):

Physical abuse (Nkhanza ya pathupi) Sexual abuse (Nkhanza yogwilira) Verbal/Emotional Abuse (Nkhanza ya m’maganizo)

Neglect ((Nkhanza yosalabadira mwana/ kulekelela) Exploitation (kudyera mwana masiku pamutu) Early Marriage (Nkhanza yokwatiwitsa mwana)

Other/ Nkhanza ina (specify/ Tchulani) _________________________________________________________________________________________________________

Briefly describe the nature of referral (Fotokozani nkhaniyo mwachidule): ___________________________________________________________________________

_______________________________________________________________________________________________________________________________________________

Does the alleged perpetrator know that a referral has been made (Ochitira nkhanza mwana akudziwa kuti nkhani yapita pena? Yes (Inde No (Ayi)

Not Known (Sizikudziwika) There is no perpetrator (Palibe wachitira mwana nkhanza)

Does a parent or guardian know about this situation (Kodi makolo akudziwa zankhaniyi?)? Yes (Inde) No (Ayi) Not known (Sizikudziwika)

Initial Assessment Form - Page 1

 Based on the above assessment, is there a child protection risk (Nenani pamanepo pali chiopsezo)?________________________________________________________

_______________________________________________________________________________________________________________________________________________

Yes (Inde): Move forward to full assessment (pangani kafukufuku wakuya). If the situation is serious, make a referral to service providers NOW. (Ngati pali vuto
lalikulu lofunika kuchitapo kanthu mwansangamsanga, tumuzani kwa omwe angathandize)

No (Ayi: Dismiss case but keep the record and send it to the District Office (Tsekani nkhaniyi komabe sungani zomwe mwalembazo komanso tumizani ku ofesi ya
kuboma). Notify client that no action will be taken, but an informal service referral could be made without opening a case file if you feel it is appropriate (Muuzeni
okhudzidwayo kuti simuchitapo kanthu pankhaniyo komabe mutha kutumiza kwa ena omwe angachitepo kanthu.

Remarks (Ndemanga)____________________________________________________________________________________________________________________________

_______________________________________________________________________________________________________________________________________________

_______________________________________________________________________________________________________________________________________________

_______________________________________________________________________________________________________________________________________________

_______________________________________________________________________________________________________________________________________________

_______________________________________________________________________________________________________________________________________________

_______________________________________________________________________________________________________________________________________________

_______________________________________________________________________________________________________________________________________________

_______________________________________________________________________________________________________________________________________________

_______________________________________________________________________________________________________________________________________________

_______________________________________________________________________________________________________________________________________________

_______________________________________________________________________________________________________________________________________________

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 123

Initial Assessment Form - Page 2
 Form 1. Household Registration Form
MALAWI
GOVERNMENT (Kalembela wa Khomo)
Household ID Code (Nambala ya nyumba)_____________________________

Filled out by Case Manager (Olemba fomu) ____________________________Date Case Open (Tsiku loyamba Kafukufuku)______________

Name of the household head (Dzina la mkulu wakhomo) :______________________________________Village (Mudzi)_____________________________GVH (Gulupu)__________________

TA (Mfumu yayikulu________________________________ District (Boma) ____________________________________

ADULTS (18+) in Household Eldest to Youngest (Anthu omwe ali pakhomo lomwe likuyang’anidwa ndi opitilila zaka 18)
Relationship to Children
Responsibilities for the Household
First and Surname (Ubale ndi ana) Age
Sex (Ali ndi udindo wanji pakhomopo) e.g works on the farm, cooks,
(Dzina loyamba ndi la bambo) E.g. Mother to Child 3&4, Stepmother to 1&2; (Zaka)
watches children, etc.
Father to all children, maternal uncle, etc.
Female Male
(Mkazi) (Mwamuna)

124 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

Children in Household From Eldest To Youngest (Ana Amene Ali Pakhomo) Kuyambira Wamkulu Kutsirizira Wang’no
Status of Parents (Mbiri ya makolo a
Date of Brief comments
mwana): (Living with child, Dead, or
First & Surname Birth Age (Ndemanga): (e.g. child is malnourished, stunted, have poor sight
Sex Living Away)
(Dzina loyamba ndi la bambo) (Tsiku (Zaka) ,disability, etc) (Zowonjezela- Mwachitsanzo kodi mwana ndiwolum-
(Kodi akukhala ndi mwana, anamwali-
lobadwa) ala,wonyetchera, osawona,
ra kapena amakhala kwina)
Female Male
Mother (Mai) Father (Bambo)
(Mkazi) (Mwamuna)

7
 Form 2. Household Assessment and Progress Chart
MALAWI
GOVERNMENT (Kafukufuku wa khomo ndi ndondomeko zothandizila khomolo)

Household ID Code (Nambala ya nyumba) ___________________________________________________________________________________________________________

Date of Assessment (Tsiku la kauniuni)_________________________Case Manager (Olemba)_________________________________________________________________

Assessment Codes: 3=no problem ( palibeVuto ) 2=slight problem (Vuto lilipo pang’ono) 1=serious problem (Vuto lilipo lalikulu)
Follow-Up (Kalondolondo)
Action to be Taken To be done by (Not less than three times)
Rating
Household Indicators Goal (osachepera katatu)
(1,2, or 3) (Chomwe chichitike (Yemwe atsogolere
(Kalozela) (Cholinga chachikulu) (Observations and Next
and Reason for rating pochepetsa vuto) ntchitoyi ndithawi) Course of Action) – Zomwe
mwaona ndi zomwe zichitike
1. Household has enough food to eat (at least
one week) (Pakhomo Pali chakudya chokwana
sabata lonse)

2. Household has a livelihood or on-going

source of income sufficient to meet their needs
(Khomo lili ndi upangili kapena njila zopezela
ndalama zokwanila kusamala banjalo)

3. Household has saved enough money or has

items to sell to cover one month of basic needs
(Khomo lili ndi ndalama zosunga kapena zinthu
zoti atha kugulitsa ndikupeza ndalama zogulila
zofunika zazikulu zapakhomo kwa mwezi)

4. Caregivers in the household are healthy

enough to care for the children (Osamalila
khomo ali ndi moyo wathanzi ndipo atha
kusamalila ana)

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 125

Form 2. Initial Child Assessment and Progress Chart - Page 1
 Assessment Codes: 3=no problem ( palibeVuto ) 2=slight problem (Vuto lilipo pang’ono) 1=serious problem (Vuto lilipo lalikulu)
Follow-Up (Kalondolondo)
Action to be Taken To be done by (Not less than three times)
Rating
Household Indicators Goal (osachepera katatu)
(1,2, or 3) (Chomwe chichitike (Yemwe atsogolere
(Kalozela) (Cholinga chachikulu) (Observations and Next
and Reason for rating pochepetsa vuto) ntchitoyi ndithawi) Course of Action) – Zomwe
mwaona ndi zomwe zichitike
5. There is a feeling of peace and harmony
in the home, free of domestic violence and
hostility. (pakhomopo pakuoneka kuti pali bata
ndipo sayambana)

6. Household has access to safe drinking

water including clean storage (Khomo lili
ndi madzi akumwa aukhondo komanso malo
osunga madziwo abwino)

7. Household has safe, dry and ventilated

126 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

house with strong walls and roof with no leaks
(Nyumba yosadotha, yolowa bwino mpweya
okwanila ndiponso ya makoma olimba)

8. Family has extended family support within

half an hour of walking (Khomo lili ndi achibale
pafupi omwe angalithandize pa nthawi
yamavuto- pamtunda osaposera kuyenda kwa
phindi makumi atatu)

9. A child-protection related committee is

aware of family’s needs and can help (Komiti
ya atetezi a ana kumudzi ikudziwa zavutoli
ndipo akhoza kuthandizapo)

10. Other Problems, if any

(Vuto lina ngati lilipo)

Form 2. Initial Child Assessment and Progress Chart - Page 2

 Assessment Codes: 3=no problem ( palibeVuto ) 2=slight problem (Vuto lilipo pang’ono) 1=serious problem (Vuto lilipo lalikulu)
Follow-Up (Kalondolondo)
Action to be Taken To be done by (Not less than three times)
Rating
Household Indicators Goal (osachepera katatu)
(1,2, or 3) (Chomwe chichitike (Yemwe atsogolere
(Kalozela) (Cholinga chachikulu) (Observations and Next
and Reason for rating pochepetsa vuto) ntchitoyi ndithawi) Course of Action) – Zomwe
mwaona ndi zomwe zichitike
Other Strengths, if any (kuthekera komwe List the family’s strengths that have not been mentioned so far (education, job skills, etc). Incorporate these to solve problems (Lembani kuthekera komwe
kulipo) kulipo. Zitsanzo: maphunziro, ntchito zamanja). Izi zikuthandizireni pamene mukupanga ndondomeko yothandizira banjalo.

HOUSEHOLD CASE CLOSURE (KUTSEKA KWA NKHANI):

Reason for Closure: (Chifukwa chotsekera nkhani) Chongani yankho loyenela munsimu

All goals reached (Zolinga zonse zakwaniritsidwa)

__________________________________________________________________________________________________________________________________________________

Case Management term (3months/extended by one month when needed) expired (Nthawi – miyezi itatu/ kapena taonjezera mwezi wina umodzi/ nthawi yatha)

__________________________________________________________________________________________________________________________________________________

Household moved away Yes/Inde No/Ayi If so, transferred to new district? (Banjalo linasamuka –ngati anasamukadi, anapita Boma lina?

__________________________________________________________________________________________________________________________________________________

Household uncooperative: Yes/Inde No/Ayi Banjalo silikutsatira zomwe munagwilizana kuti zichitike

__________________________________________________________________________________________________________________________________________________

Case Manager (Olemba)__________________________Date: (Tsiku)________________Supervisor (Oyang’anira_________________________Date (Tsiku)________________

Signature_______________________________________ Signature_______________________________________

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 127

Form 2. Initial Child Assessment and Progress Chart - Page 3
 Form 3. Initial Child Assessment Chart
(for all children in the household) (Kafukufuku wa mavuto omwe ana alinawo pakhomo) MALAWI GOVERNMENT

Guardian:____________________________________ Village:___________________________TA___________________________________Date of Assessment:__________

(Oyang’anila Mwana) (Mudzi) (Mfumu yayikulu) (Tsiku la kafukufuku):

Case Manager (Olemba): _____________________________________

Location of Child(ren) (komwe mwana akukhala) if different from Guardian (ngati akukhala kosiyana ndi makolo): ______________________________________________

Children (Ana) Oldest to Youngest in Household, Refer to Household Registration (Form 1)

Rating and Reasons for Rating (Chifukwa Chopelekela mulingowu)

Indicator 3 = NO PROBLEM 2 = SLIGHT PROBLEM 1 = SERIOUS PROBLEM

(Kalozera) (Vuto Palibe) (Vuto laling’ono) (Vuto Lalikulu)

OR USE N/A when not applicable

128 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

Child 1 2 3 4 5 6 7

1 Child is enrolled in CBCC, primary or secondary/

vocational school. (Mwana analembetsa kusuku-
lu ya mmela mpoyamba, pulayimale, secondale
kapena sukulu za manja).

2 Child attended (CBCC, primary or secondary/vo-

cational school) all five days in the past week
(Mwana anapita kusukulu masiku onse asanu mu
sabata yangothayi)

3 Child has education support materials (uni-

form, notebooks, pens, school fees, and pocket
money)
(Mwana ali ndi zomuyeneza pamaphunziro mon-
ga yunifolomu, makope, zolembela, sukulu fizi ndi
ndalama zodyela kusukulu)

4 Child is on target in school to progress to next

level (Kutengela makhozendwe ake mkalasi,
mwana akuoneka kuti akhoza ndikupita kalasi
yapatsogolo)

Form 3. Initial Child Assessment Chart - Page 1

 Children (Ana) Oldest to Youngest in Household, Refer to Household Registration (Form 1)
Rating and Reasons for Rating (Chifukwa Chopelekela mulingowu)

Indicator 3 = NO PROBLEM 2 = SLIGHT PROBLEM 1 = SERIOUS PROBLEM

(Kalozera) (Vuto Palibe) (Vuto laling’ono) (Vuto Lalikulu)

OR USE N/A when not applicable

Child 1 2 3 4 5 6 7

5 At school, child feels safe and well-liked by

friends and teachers (Akakhala kusukulu mwana
sakhala wamantha ndi anzake kapena aphunzitsi)

6 Child has birth certificate

(Mwana ali ndi chiphaso chakalembera choson-
yoza tsiku lobadwa)

7 In the past two months when the child was sick,

he/she was taken to the hospital
(Mu miyezi iwiri yapitayi, pamene mwana anadwa-
la anamutengela kuchipatala)

8 Put a rating of 3 for any HIV positive child and a

rating of 2 if status is not known (child has not
been tested). Ikani mulingo wa 3 ngati mwa-
na ali ndi kachilombo ka HIV kapena 2 ngati
sanakayesetse

9 Child has no physical or mental disability (Mwana

ndiwosalumala komanso alibe vuto losokonokela
ubongo)

10 Child has own blanket, shoes, and clothing; and

well cared for (Mwana ali ndi bulangete lakelake,
nsapato ndi zovala komanso ndi waukhondo)

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 129

Form 3. Initial Child Assessment Chart - Page 2
 Children (Ana) Oldest to Youngest in Household, Refer to Household Registration (Form 1)
Rating and Reasons for Rating (Chifukwa Chopelekela mulingowu)

Indicator 3 = NO PROBLEM 2 = SLIGHT PROBLEM 1 = SERIOUS PROBLEM

(Kalozera) (Vuto Palibe) (Vuto laling’ono) (Vuto Lalikulu)

OR USE N/A when not applicable

Child 1 2 3 4 5 6 7

11 Child sleeps under a treated mosquito net

(without holes) at all times (Mwana amagona
m’masikito omuteteza ku udzudzu tsiku liri lon-
se(Wosang’ambika)

12 Child has received at least 4 meals in the last 2

days. (Mwana anadya kosachepela kanayi masi-
ku awiri apitawo)

130 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

13 Child has access to all 6 food groups
(Mwana amadya zakudya zamagulu onse asanu
ndi imodzi)

14 Child lives with his or her family (includes

elderly headed, female-headed, male-headed,
child-headed households)
(Mwana amakhala ndi achibale ndipo mutu wa-
banja ndi agogo, bambo a mwana, mayi a mwana
kapena mwana wapakhomo)

15 Child is free from abuse (physical, sexual, verbal,

emotional—Explain and ASK children individually,
about each type of abuse)
(Mwana ndi otetezedwa kunkhaza monga ku-
menyedwa, kunyozedwa, kugwiliridwa, kusalid-
wa ndi zina zotele). Funsani mwana aliyense
payekhapayekha

16 Child is not exploited for labor (Mwana

saumilizidwa kugwira ntchito zoposa msinkhu
wake)

Form 3. Initial Child Assessment Chart - Page 3

 Children (Ana) Oldest to Youngest in Household, Refer to Household Registration (Form 1)
Rating and Reasons for Rating (Chifukwa Chopelekela mulingowu)

Indicator 3 = NO PROBLEM 2 = SLIGHT PROBLEM 1 = SERIOUS PROBLEM

(Kalozera) (Vuto Palibe) (Vuto laling’ono) (Vuto Lalikulu)

OR USE N/A when not applicable

Child 1 2 3 4 5 6 7

17 Child is not at risk of child marriage (Mwana ali

wotetezedwa kunkhaza yomuwumiliza kukwatiwa
kapena kukwatira ali wamng’ono)

18 Child has a strong attachment to at least one

adult and one close friend
(Mwana ali ndi munthu mmodzi kapena mzake
yemwe amagwirizana naye)

19 Child is treated the same as other children in the

household (or institution) on amount of food &
work
(Mwana amasamalidwa chimodzimodzi ngati
anzake pakhomopo pankhani ya zakudya, kagwi-
lidwe kantchito ndi zina)

20 Child is happy and content, has positive mood

(Mwana ndiwokondwa ndipo amakhala moyo
wamsangala)

21 Child obeys adults (does not have behavioral

problems) (Mwana amamvera anthu aakulu ndipo
alibe khalidwe loipa)

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 131

Form 3. Initial Child Assessment Chart - Page 4
 Children (Ana) Oldest to Youngest in Household, Refer to Household Registration (Form 1)
Rating and Reasons for Rating (Chifukwa Chopelekela mulingowu)

Indicator 3 = NO PROBLEM 2 = SLIGHT PROBLEM 1 = SERIOUS PROBLEM

(Kalozera) (Vuto Palibe) (Vuto laling’ono) (Vuto Lalikulu)

OR USE N/A when not applicable

Child 1 2 3 4 5 6 7

22 Child is free to attend religious services (Mwana

ali ndi mwayi opemphera)

23 Child regularly participates in leisure activities

with peers (e.g. Children’s Corner, Sports Club,
etc)

132 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

(Mwana amasewera ndi anzake pakhomo,
ngakhale m’magulu okhazikitsidwa mdela lake
monga mabwalo a ana ndi makalabu)

APPLICABLE TO CHILDREN LIVING AWAY FROM HOME

24 Child lives in a safe, dry and ventilated shelter
(Mwana akukhala mnyumba yosadontha, yama-
zenela okwanila)

25 Child has access to a clean latrine/toilet

(Mwana amagwilitsa ntchito chimbuzi cha ukhon-
do)

26 Child has access to clean drinking water that is

stored clean (Mwana amamwa madzi aukhondo
ndiponso wosungidwa malo abwino)
 Form 4 - Child’s Case Plan (Ndondomeko yothandizila Mwana)

Child’s Name: _________________________________Child’s Date of Birth: _________________Case Reference No. _____________Today’s Date(Tsiku) _____________ MALAWI
(Dzina La Mwana) (Tsiku lobadwa Mwana) (Nambala ya kalozera) GOVERNMENT

Guardian (Osamalila Mwana): _____________________________ Village (Mudzi ): _____________________________ TA (Mfumu yayikulu) ________________________

Goal Set with Child To be done by

Action to be
Participation (Yemwe
Taken (Chomwe Follow Up
Problem (Vuto) (Choyenela atsogolere
chichitike (Kalondolondo wa zomwe munakhazikitsa kuti zichitike)
Kuchitika kuti vutoli ntchitoyi
pochepetsa vuto)
lithe) ndithawi)
Date (Tsiku) Date (Tsiku) Date (Tsiku) √
Indicator # ________
(Kalozera)

Indicator # ________
(Kalozera)

Indicator # ________
(Kalozera)

Indicator #________
(Kalozera)

Indicator # ________
(Kalozera)

List the child’s strengths and think of how they can be used to overcome the problems. Incorporate this information in the Case Plan. Lembani mndandanda wakuthekera konse
komwe mwana ali nako ndi momwe kuthekera kumeneko kungathandizire kuthetsa mavuto omwe apezeka.

Case Closure: (Kutseka) Reason for closing case: (Zifukwa zoyenera kuti ndondomeko itsekedwe) __________________________________________All goals have been achieved:
(Zonse zomwe tinakonza kuti zichitike zatheka) ________________________________________ Case management term has expired: ( Nthawi yomwe tinalinganiza kuti ntchitoyi
ichitike yatha)________________________________Client is not available: (Mwana yemwe timafuna athandizikeyo anachoka)____________________________________ ___ Client not
cooperating: (Mwanayo sakutsatira)
Signed by:
____________________________________________________ __________________________________________________________
Case Manager (Olemba) Date (Tsiku) Supervisor (Oyang’anira) Date (Tsiku)

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 133

 MALAWI MALAWI
GOVERNMENT GOVERNMENT

REFERRAL FORM A RECEIPT OF REFERRAL FORM B

Date______________________ Date: _______________________

Name of Organization ___________________________________________________________

Address of Organization__________________________________________________________ Dear ____________________________________________________________(Case Manager):

Dear __________________________________________________________________________: We have received your referral to assist your client whose name is

We are referring ________________________________________________________________ ______________________________________________________________________________.

(name of client) to you to receive relevant services. The reason for the referral is because: We understand that you would like us to provide the following services:

_______________________________________________________________________________ _______________________________________________________________________________

_______________________________________________________________________________ _______________________________________________________________________________

_______________________________________________________________________________ At this time we are (please tick one):

_______________________________________________________________________________ ____Able to provide the services

_______________________________________________________________________________ ____Unable to provide the services

Thank you in advance for your help with this referral. We look forward to your prompt feed- ____Willing to put your client on a waitlist
back so we can expedite services. Please complete and return the attached form.

Sincerely, We understand you will call to check the progress of this client.

(Name of person filling this out, and Title)

_______________________________________________________
(Case Manager—Print and sign)
____________________________________________(organization)

Telephone: _____________________________________________ Telephone: ______________________________________________

Email: _________________________________________________ Email: __________________________________________________

Address: _______________________________________________
 MALAWI
GOVERNMENT Initial Assessment of all Children Indicators by Number

1. Enrollment 2. Attending BCC/ 3. Educational 4. On target in school 5. Safe and well-liked 6. Birth certificate 7. When sick, taken
School Support at school to hospital

8. HIV-Negative 9. No physical or 10. Blanket, shoes, 11. Sleeps under a 12. At least 4 meals 13. Access to all 6 14. Lives with his/her
mental disabilities clothing and well- mosquito net in the last 2 days food groups family
cared for.

15. Free from abuse 16. Not exploited for 17. Not at risk of 18. Attachment 19. Treated same as 20. Happy and 21. Obeys adults (no
of any kind labor child marriage other children in the content behavior problem)
house

22. Free to attend 23. Leisure activities 24. Lives in safe, dry 25. Access to clean 26. Access to clean
religious services with peers house latrine/toilet drinking water

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 135

 APPENDIX B
CASE SCENARIOS

Scenario 1: Mary Jackson

Mary Jackson (not her real name) is a 15 year old girl with a very strong passion for education
and dreams of being a medical doctor. Unfortunately, soon after doing her JCE, her mother died
leaving her with 3 younger siblings aged 12, 10, and 8 respectively. A month after her mother
passed on, her father quickly re-married another wife and the home in which they comfortably
lived became “hell on earth” as their step mother could not provide them with love, affection, and
food. Above all, she influenced their father to hate the children and he was made to believe they
were stealing food from the house.

One morning as Mary was getting ready for school, her father shouted at her, asking her where
she was going. He declared that nobody in the family should go to school anymore. Instead,
everybody should be getting up early in the morning to work in the garden. This was the way to
earn a living, he said, not going to school. Mary should get ready to get married to a man he had
identified.

Thinking it was a joke, Mary went ahead to school and on return, was heavily beaten, and chased
out of the house. As she tried to return to the house, the father vowed to beat her up lest she got
married to the man he had identified and said, she (Mary) was no longer welcome to stay in the
home, but should get to her new home and start having babies and forget about school.

Mary got confused, had all her dreams shattered, decided to move out of the house and reported
her case to the social welfare officer for support.

136 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

Scenario 2: Ireen
Ireen (not her real name), aged 14 years, a Grade 7 pupil, was defiled at one of the Rice
Mills in Mchesi by 3 men. Ireen is alleged to have left Chilinde 2 where she lived with an
uncle (brother to her father). Her biological father is still alive and works in Dwangwa in
Nkhotakota district but she cannot live with him because her step mother ill-treats her
(biological mother died after her birth). She claims she left her uncle’s home due to
ill-treatment.

During the afternoon of April 29th, 2013, upon knocking off from school she decided
to leave for Dwangwa where her biological father lives but she had no money for trans-
port. At dusk she had arrived at the flea market in Lilongwe, where an unknown man
approached her and offered to assist her. He walked with her to a place called Mchesi to
look for place to sleep for her. They went to 2 Rice Mills where they were turned down.
The 3rd Rice Mills took them in. The unknown man allegedly paid MK500 for the accom-
modation and went in with the girl where he raped her and gave her MK1000 promising
to return the following morning to pick her which he never did.

The 2 men at the Mill provided her with Dinner and in return raped her one after the other
and gave her MK370. The following morning she boarded a bus en-route to Dwangwa but
her fare ended at Salima where she got stranded and started crying. Her cry attracted
the attention of well- wishers who then referred her to the Police Station.

The Police Victim Support Unit immediately took her to the Hospital for check-up where
it was confirmed she had been defiled. HTC was done and proved she was HIV Negative.
She got PEP immediately but for Emergency Contraception she had to go to another
health centre. Unfortunately, the hospital did not have Emergency Contraceptives and
instead referred her to another health centre for support. Ireen was interviewed in order
to find out who her father was. He was later identified and contacted. Unfortunately the
father did not show any serious concern for his child even after being told the whole nas-
ty story about his young daughter.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 137

 Scenario 3: Luhanga
Luhanga, age 8, is doing well in school and hopes to attend university someday. Every-
one tells him that he could really go far with learning and his parents especially think that
he could grow up to be a very educated person. He is very emotionally attached to his
parents and young siblings. However, his parents are very poor and cannot keep him in
school. The cost of books, supplies and uniforms are impossible to meet as they live off
of their land and have no income.

One day a nice-looking bus comes to the village and tells everyone that they are from
XX Orphanage. They show them pictures of nice buildings, a school on the grounds,
and nice play areas. They show pictures of smiling children who seem happy and well
fed. They announce that anyone that wants to send their children to their orphanage can
gather their things and put them on the bus. They said “we promise to take good care of
your child, and you can come and see him anytime.” Because they loved him so much,
and wanted him to get an education, Luhanga’s parents put him on the bus, not knowing
what else to do.

Luhanga is now in the orphanage, but it is four hours travelling away from his family. They
don’t have the money to come and see him, and no one is helping him to go see his fam-
ily. It has been an entire year since he was with them! He feels as though he may never
go home again and lose his family forever. His parents, on the other hand, have realized
that there is an NGO not far away from where they live, that help with school fees and sup-
plies, and they could have kept him at home. They feel that they have made a bad mistake
and want to get him back but they don’t know how to go about it. They shared this with
their neighbor and the neighbor contacted you, the Community Child Protection Worker.

138 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

Scenario 4: Mercy
Mercy is 11 years old and had hopes of becoming a teacher. Indeed she was a bright
student and always at the top of her class. However, her parents were killed in a car acci-
dent and she was left in the care of her uncle and his wife. They already had five children
and only took her in out of obligation. They did not know her well as they lived quite a
distance apart, and had not developed an affection for her.

Her uncle was approached one day by someone who recruits children for domestic ser-
vice. The recruiter told the uncle that Mercy could go to Lilongwe and attend school, in
exchange for light housework for two hours a day. She would be given food and lodging
and her school supplies would be paid for. In addition she would be paid a small sum,
which would be sent to the uncle. With this information, the uncle decided to send her to
this service.

When she arrived in the household in Linlongwe Mercy was made to work at least 12
hours a day, cleaning, ironing, taking care of the young children, and preparing food. In
addition, she was expected to come anytime she was called, day or night. She was not
allowed to go outside of the house or have any contact with people on the outside except
with the recruiter. She pleaded to go to school but the master would not allow it. From ex-
haustion and sadness Mercy began to lose weight and energy. The master was angry that
she was slow on getting jobs done and beat her whenever she fell behind on her work.

One day Mercy was sitting by the fence between her master’s house and the next door
neighbour, and she started thinking about her parents, how they used to love her and
care for her. Soon she was crying and sobbing, and the neighbour heard her. She looked
over the fence and asked Mercy what was wrong and elicited information about her situ-
ation. This was reported to the District Social Welfare office.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 139

 Scenario 5: Chiwaya
Chiwaya is a 9 year boy who is bright and healthy. He has three younger siblings aged
7 (Banda), 4 (Kamanga) and eight months (Memory). His father went away to work and
came back home very skinny and having a bad cough. He died six months later, now one
year ago. His mother has struggled to take care of the children on her own, taking a job
as a worker on a tobacco estate. While she works and Chiwaya is in school, his grand-
parents (now in their mid-70’s) care for the younger children. When Chiwaya returns
home from school, he picks them up and cares for them until his mother returns around
7 p.m. His mother also supports the grandparents with food, as they are old and have no
income. Right now they only have two days’ of food and the mother will not be paid for
at least ten more days.

About a month ago his mother was diagnosed with HIV. Apparently his father had died
of AIDS. The baby was tested and also found HIV positive through mother-infant trans-
mission. This mother does not yet have any symptoms, but the baby has started to lose
weight. Mother is determined to stay healthy and raise her children to be successful. She
went to the village leaders seeking help, and they referred her to you, the Community
Child Protection Worker.

140 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

Scenario 6: Tadala
Tadala is second born in a family of four and lives with her single mother, a subsistence
farmer in Nsanje. Her father passed away when she was eight years old and life has never
been the same since. The family is facing many difficulties, ranging from having just one
meal a day to lack of support for the education of Tadala. She has to walk a long distance
to school and is almost never in time.

There is not enough food at home, there are no learning materials, no books no pens and
no uniform. Tadala walks 8km to and from school and arrives always late. Her teachers
punish her with 4 strokes on her buttocks for being late. Tadala is fed up with it all and
she thinks that leaving school would be her best option.

On top of being beaten for being late, she is also punished (with three strokes) for not
being able to make notes (because she has no notebooks) and send home because she
has no school uniform.

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 141

 NOTES:

142 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL

CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 143
144 CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL
CHILD PROTECTION CASE MANAGEMENT TRAINING MANUAL 145
 MALAWI
GOVERNMENT

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