Training on Grievance Redress and Case Management for Social Protection

About the Course

Grievance redress and case management in social protection are the approaches put in place to resolve complaints and issues voiced by citizens or beneficiaries of social protection programs. A grievance resolution mechanism offers a reliable structure and set of processes where citizens can find helpful solutions. Social protection programs encompass a wide range of initiatives, including social welfare, social insurance, social assistance, and other measures aimed at providing support and protection to vulnerable populations. Case management offers a comprehensive approach to solving complex challenges which cannot be addressed through one single program or intervention. By integrating an effective grievance redress and case management mechanism within social protection programs, governments and organizations will improve program effectiveness, build trust and ensure that the intended support reaches those who need it most.

This course will expand participants’ understanding on grievance redress and case management issues by comprehensively covering the relevant mechanisms and processes to fostering a responsive, client-centered and accountable approach, benefiting both the beneficiaries and the administrators of the social protection programs.

Target Participants

This course is suitable for social protection program staff from government institutions and NGOs, case managers, advocates, civil society organizations, policymakers, safeguard specialists, call center and helpdesk operators, and social development specialists who are working in social protection programs.

Course Duration

Classroom: 5 Days

What You Will Learn

By the end of this course the participants will be able to:

• Understand the concepts and definitions of grievance redress and case management for social protection
• Understand the key principles of case management and the importance of continuous monitoring and evaluation in different programs
• Understand comprehensively the relevant policies, regulations, and legal frameworks governing grievance redress and case management in social protection programs
• Apply a strengths-based approach to analyze complex situations, identify underlying issues, and propose appropriate solutions for case management
• Design and implement comprehensive grievance redress and case management programs for social protection
• Actively advocate for capacity building programs to bring awareness to the beneficiaries of social protection programs
• Utilize the right approaches to managing gender-based violence related cases

Course Outline

• Defining Grievance Redress and Case Management
• Categories of Grievances
• Structural Process for Grievance Redress and Case Management
• Core Guiding Principles of Grievance Redress and Case Management
• Communication and Case Management Uptake Channels
• Case Management Steps:
• Identification and Registration
• Assessment of Eligibility
• Case Planning and Designing
• Implementing the Case Plan
• Follow up and Transitioning
• Communicating Post-transitioning
• Evaluating
• Case Closure
• Institutional Mechanisms for Handling Grievances and Case Management
• Grievance Mechanisms for Gender Based Violence – Exploitation and Abuse/Sexual Harassment
• Stakeholder Engagement and Information Disclosure
• Case Study: Grievance Redress and Case Management for Social Protection in Kenya

Training Approach

This course is delivered by our seasoned trainers who have vast experience as expert professionals in their respective fields of practice. The course is taught through a mix of practical activities, group work, and case studies.

Training manuals and additional reference materials are provided to the participants.

Certification

Upon successful completion of this course, participants will be issued a certificate.

Tailor-Made Course

We can also do this as a tailor-made course to meet organization-wide needs.