GBV Emergency Case

Management Steps

WELCOME & INTRODUCTION

ASSESSMENT
ACTION PLAN
IMPLEMENTATION
 Building blocks of GBV response emergencies

WATER & CAMP SHELTER FOOD SECURITY PROTECTION &

SANITATION MANAGEMENT CHILD
PROTECTION

SAFETY & SECURITY

COMMUNITY OUTREACH & AWARENESS

FUNCTIONING REFERRAL SYSTEM

CASE
PSYCHOSOCIAL LEGAL AID /
HEALTH SERVICES MANAGEMENT
SERVICES ACCESS TO JUSTICE
SERVICES
Zahra is 11 years old, she arrived at the checkpoint alone and traumatized, with
need for medical attention – she has been referred to your mobile unit. She
was most likely separated from her family during the screening procedures she
is refusing to talk but seems very scared every time any men go near her –
what would you do?

Maha is 6 months pregnant, a widow and has 5 children with her, she has fled
and is currently staying in a transit site. During discussion with your females
staff, she discloses that is Mosul she was raped and discloses that she doesn’t
know what to do with her pregnancy. She is highly agitated and upset.

A young Yazidi woman named Birvan, she is 16 years old and recent escaped
ISIL captivity. She has already been through screening and transit centers and
is now with extended family.
When is it appropriate to go into case management?

Zahra

Maha

Birvan
Steps to Case Management
 Welcome & Introduction Objectives

Guide clients
through the process
Learn to greet and of informed consent
comfort a survivor to in a safe and
effectively build empowering
rapport. manner.

Explain
confidentiality and
the exceptions to
confidentiality.
 Step 1 – Purpose

 Develop rapport with a survivor and build a

foundation for a healing relationship
Checklist for Step 1: Welcome and Introduction
 Greet and comfort the survivor
 Begin building a relationship with the survivor
 Communicate in a warm and open way
 Get informed consent from the survivor to provide case
management services:
 Explain case management process
 Explain confidentiality and exceptions
 Explain survivor’s rights
 Ask and answer questions
 Use consent form
Greet and comfort/relationship building

 Create a comfortable, Hello, my name is Aisha and I

safe and private am a caseworker here. I every
day who are experiencing
environment
troubles in their lives. I am very
• Physical space is glad that you came here today. I
private am here to listen and discuss
• Be warm, calm and with you what help you may
open want. Before we begin, there are
a few things that I want to tell
• Introduce yourself and you about.
explain who you are
 Informed consent

 The voluntary agreement of an individual

who has the legal capacity to give consent.
 The survivor must:
 have the capacity and maturity to know about and
understand the services being offered
 be legally able to give her consent
 Why do we need informed consent?

 When skipped or completed improperly, it undermines the

guiding principles of a survivor-centered approach and
jeopardizes the relationship with the survivor

 Obtaining informed consent:

• Demonstrates respect
• Shows survivor we intend to be collaborative and
empowering
• Shows that we understand the need to be
accountable to the survivor
 When do we obtain informed consent?

 Before case management services begin =

before listening to survivor’s story or
gathering any information
• As part of case management
• When making referrals
 How do we obtain informed consent

 5 steps of obtaining consent

1. Explain the case management process
2. Explain confidentiality
3. Explain client information
4. Explain the survivor’s rights
5. Ask the survivor if she has any questions and if she
would like to continue
 Consent – Confidentiality and Exceptions
 Explain:
• What confidentiality means
• What the exceptions to
confidentiality are
• How you will proceed if you
must break confidentiality
If you tell me you have made plans to
kill yourself, I would need to tell my
supervisor or others who could help
keep you safe.
If you tell me that you plan to hurt or
kill someone else, I would have to tell
protection authorities so we could
keep everyone safe.
It is important for you to know that I will
keep what you tell me confidential, including
any notes that I write down during our
meetings. This means that I will not tell
anyone what you tell me or share any other
information about your case without your
permission. There are only a few situations
when I may have to tell someone else
without your permission.
If a UN or humanitarian worker has hurt you, I
would need to tell my supervisor and report what
this person has done, so he/she can’t hurt anyone
else..
Sharing information during these times is meant to
keep you safe, get you the best help and care you
need. Other than these times, I will never share
information without your permission.
 Consent – Storage of client information

 Explain safety and

security measures in
place to make sure that
written information and We also have some forms that I will
other case file need to fill out where I will write
down information that you have
information is protected shared with me. These forms are
not shared with anyone else – I use
them to help me remember things
about your case. These forms and
your case file are kept in a locked
file in a secure location.
 Consent – Survivor’s rights

 Inform the client that she has rights that

continue throughout her case: I also want to be sure
 The right to request that her story, or any part you know that you
of her story, not be documented on case forms. have rights as we work
 The right to refuse to answer any question they together. These rights
prefer not to. are intended to keep
 The right to tell the caseworker when she you feeling safe during
needs to take a break or slow down. our conversation and
for you to feel in
 The right to ask questions or ask for control of what you
explanations at any time. share and decide
 The right to request that a different during our
caseworker be assigned to her case. conversations…
 The right to refuse referrals, without affecting
our willingness to continue working with her.
 Consent – Questions and permission

 Ask the survivor if she has any

questions and if you have her
permission to proceed:
• Listen intently to the survivor’s
questions
• Seek to understand and
validate the survivor’s concerns
• Provide the survivor with
choices
engaging in case management services and proceed with service
Do you have any questions about anything that I
explained to you? [Allow for time to answer any
questions] If I have answered all of you questions,
may I have your permission to continue our
conversation and begin working with you?
If YES, ask the survivor to sign the informed consent form for
delivery.
If NO, provide information about other case
management, safety, health and legal/justice
services in the community.
 Consent – Questions and permission
 Ask the survivor if she has
any questions and if you
have her permission to
proceed:
• Listen intently to the
survivor’s questions
• Seek to understand and
validate the survivor’s
concerns
• Provide the survivor with
choices
Do you have any questions about anything that I
explained to you? [Allow for time to answer any
questions] If I have answered all of you questions,
may I have your permission to continue our
conversation and begin working with you?
If YES, ask the survivor to sign the informed consent form for
engaging in case management services and proceed with service
delivery.
If NO, provide information about other case
management, safety, health and legal/justice
services in the community.
Consent and Children
 Key Terms

 Informed consent: voluntary agreement of an

individual who has the legal capacity to give
consent
 Informed assent: expressed willingness to
participate in services
 AGE IF NO CAREGIVER or
CARE
GROU CHILD NOT IN CHILD’s BEST MEANS
GIVER
P INTEREST
Other trusted adult’s or
Informed Written
0–5 – caseworker’s informed
consent consent
consent
Oral
Other trusted adult’s or
Informed Informed assent,
6 - 11 case worker’s informed
assent consent Written
consent
consent
Other trusted adult’s or
Written
child’s informed assent.
Informed Informed assent,
12 - 14 Sufficient level of
assent consent Written
maturity (of child) can
consent
take due weight
Obtain
Child’s informed
informed
consent &
Informed consent Written
15 – 17 sufficient level of
consent with consent
maturity takes due
child’s
weight
permission
 Case Managers Roles & Responsibilities

 Guide/facilitator of a  Managing expectations

process that involves the of what can be done to
survivor’s disclosure, help
learning, decision-making,
action and personal  Use their ‘power with’
transformation rather than ‘power over’
 Supports a survivor to be survivors, working in
able to do these things collaboration with
rather than doing them survivors and
FOR survivor understanding privilege
 Case Manager Responsibilities
☑ Possess and apply survivor-friendly attitudes with survivors
☑ Apply technical understanding of intimate partner violence,
sexual violence and other forms of GBV to educate survivors
about they dynamics of the violence experienced and its impact
☑ Communicate with survivors in a way that builds rapport and
trust and promotes healing and recovery
☑ Apply the Guiding Principles for survivor-centered case
management
☑ Carry out case management steps and procedures with
survivors.
☑ Identify strengths and assets the survivor has and support her
in using those throughout your work together.
☑ Nurture, comfort and provide emotional support to survivors
throughout the case management process.
 STEP 2 – Assessment Objectives

Conduct a thorough
assessment of a
Use healing survivor’s safety,
statements to medical,
facilitate supportive psychosocial, and
communication legal needs

Develop an
understanding of the
survivor’s context
and situation
6 steps of Survivor-centered case management

Case Closure

Case Follow-up

Action Plan
Implementation
Case Action
Planning
Assessment

Welcome and
Introduction
 Step 2 – purpose

 Good case management relies on conducting

a good assessment

Checklist for Step 2: Assessment

 Understand survivor’s context
 Determine if other responders are involved
 Listen to survivor’s story
 Use Healing Statements to encourage and show empathy
 Understand what happened to her
 Assess key needs (prioritize health and safety)
 Use Intake and Assessment Form
 Activity – Assessment

 In small groups, discuss: What is assessment? What

makes for a good assessment?
 Be prepared to share with the larger group.
 Assessment – What is it?

The act of gathering information or data from a

client and evaluating it for the purpose of making a
decision about the client’s care.

• Safely and slowly assess the survivor’s situation and

her experience of violence

• The focus of the assessment is listening, not asking

 Pre-assessment activities

• Ask the client about her immediate safety

• Address any urgent medical needs
• Determine if other service providers have already
been involved If there are immediate emergency
medical needs (severe bleeding,
Does the survivor feel safe here? extreme pain) take action to get
Does the perpetrator know where medical help with the survivor’s
to find her now? verbal consent.
If safety is in question, take
Has she already reported her
immediate action
case to another organization?
If so, give her the option of
telling you again or giving
consent for you to speak with
the organization.
 Key Assessment points

Develop a context for the survivor and her

situation
Understand who the survivor
is, her family composition, Understand the presenting
and her current living problem(s)
situation

Assess the survivor’s potential needs

Safety Health Psychosocial Legal

 Facilitating a supportive conversation

 Begin the conversation with basic questions

 Listen carefully to the story as the survivor tells it
 Watch the survivor’s body language closely for any signs
of discomfort
 Encourage and empathize through non-verbal and verbal
communication
 Actively check in with her along the way
 Respect the survivor’s desire to stop sharing information
 Ask clarifying questions once the survivor has finished or
has paused
 Avoid unnecessary questions and interruptions
 Take notes if needed, but focus on the survivor
 Healing statements

 Supportive and comforting I believe you. “I believe you.”

 Reassure survivors that What BUILDS TRUST AND
REASSURING
happened to
they are not at fault you is not your “I am glad that you told me.”
BUILDS RELATIONSHIP
 Tell survivors that they are fault.
“I am sorry this happened to
brave you.” EXPRESSES EMPATHY

“This is not your fault.”

You are very brave to NON-BLAMING AND
talk with me and I REASSURING
I am sorry you will try to help you “You are very brave to talk
are going with me and I will try to help
through this. you.”
REASSURING AND
EMPOWERING
 Activity – healing statements

 In small groups of no more than 5 people, come up with

other phrases that could be used as Healing Statements
with survivors. Identify which of the categories below each
statement fits in.
 Be prepared to share with the larger group.

• Building • Building
trust relationship
• Reassuring • Empowering
• Expressing • Non-blaming
empathy
Assessment of needs – overview

Safety

Medica
Legal
l

Psychosocial
 Safety Assessment

Determine the level of the survivor’s safety by understanding:

• Survivor’s sense of safety in the home
• Survivor’s sense of safety in the community
• Survivor’s identified safety/support systems
 Safety needs – how to assess

• Listen for situations, circumstances, and people that are

harming the survivor while she is telling her story
• Use a scale (1-5) to gage her sense of safety in different
situations
• Identify who she does not feel safe with and why
• Identify what places she does not feel in and why
• In cases of IPV assess perpetrator-specific safety and
risks

 Safety assessment Safety plan

 Health assessment

Identify if a medical referral is needed by evaluating:

• The survivor’s willingness or desire to receive a
medical check-up
• The survivor’s desire to have options counseling in
case of pregnancy (if available)
• The survivor’s desire to undergo voluntary HIV/STI
counseling and testing (if available)
 Health Needs – How to Assess

• Listen for potential medical implications while the

survivor is telling her story
• Understand the nature of the incident (rape/sexual
assault, physical abuse)
• Obtain the date/timing of the last incident
• Find out if the survivor is in pain or has any injuries
 Health assessment – level of urgency

 EMERGENCY NEEDS: gonorrhea, syphilis can be

• If the incident was within the
last 120 hours and/or the
survivor is injured or in pain: be given up to 14 days after
• Prevention of HIV (within 72
hours)
• Prevention of pregnancy
(within 120 hours)
• Medical
stabilization/treatment
• Forensic evidence collection
(within 6-48 hours)
 Non-Urgent Needs:
• STIs including chlamydia,
treated with antibiotics
• Hepatitis B vaccinations can
exposure
• Incontinence of urine or stool
may indicate severe
complications (fistula, rectal-
sphincter damage)
• Physical and genital exams
and laboratory tests are
recommended
 Psychosocial Assessment

Determine the survivor’s emotional state and functioning by:

• Observing the survivor’s communication and
behavior
• Conducting a basic assessment of the survivor’s
functioning
• Asking the survivor about changes in her thinking
and behavior since the abuse occurred
 Psychosocial Needs – How to Assess
 Get a basic sense of how
the survivor is feeling
 Use a scale from 1-5, pictures,
or emotion faces
 Observe her appearance
and behavior
 Assess her ability to maintain
normal functioning
 Does she look frazzled or
disorganized?
 Assess any changes in her
feelings or behavior
Look for indicators the survivor:
 Has stopped doing daily
activities
 Has stopped leaving the house
 Has stopped talking with or
seeing family and friends
 Is having trouble sleeping
 Has changed eating habits
 Feels sad most of the time
 Complains of physical aches
 Expresses that she feels
hopeless
 Psychosocial needs – how to assess
 Identify protective factors and 
strengths
 Listen to her story for:
 Family and living situation
 Social support
 Spiritual/religious
 Positive coping mechanisms
Ask direct questions:
 What do you do when you are
scared?
 What do you do when you are
sad?
 What do you do to make
yourself feel safe?
 Who are some people you feel
safe with?
 Who are people that give you
hope and strength?
 What are your interests?
 Delete this and add Quest for Justice…
Legal Assessment

 Determine the survivor’s interest in pursuing legal action

through the available justice systems by:
• Understanding the survivor’s interest in pursuing a
justice response
• Know the options for pursuing justice in a particular
setting (formal or informal)
Unless a survivor raises the issue of
reporting a case to the police or wanting to
prosecute the case, we usually do not
conduct a legal needs assessment in the
initial assessment with a survivor.
It is not our role to pressure the survivor into any services
 Activity – Putting it all Together

You will be split into two groups, Group 1 and Group 2.

Group 1, you will be the caseworker. Individuals in Group 1
will partner with someone from Group 2. Each team will be
given two handouts – one for the caseworker and one for the
survivor.
Each team will practice role playing a different
assessment – safety, health, psychosocial, or legal.

We will then discuss as a larger group. Teams that would like

to present their role play will be invited to do so for the group.
 Elements of communication

 3 elements in any face-to-face communication:

 Words – content of what you say

 Tone of voice

 Nonverbal behavior / body language

 Body language consists of

 Body posture,

 Gestures,

 Facial expressions, and

 Eye movements
 Nonverbal Communication

 Eye contact: Look at the survivor but avoid prolonged

direct eye contact (don’t stare at her)

 Body positioning: Be sensitive to the distance

between yourself and the survivor. Too much distance,
or tables/desks in between you, creates less openness.
Too little distance may make the survivor feel
uncomfortable or unsafe.

 Voice tone: Be audible but maintain a low volume and

a calm tone. The survivor will feel stress if you speak too
loudly or excitedly.
 Nonverbal communication – activity

 In pairs, try to have a conversation about how you’re feeling

this week – but only using nonverbal communication. Try
to express if you’re tired, not feeling well, happy, bored,
stressed etc.

 After a few minutes of nonverbal communication, speak

with each other verbally to see how close you were to
understanding your partner’s message.
 Communication strategies

 Active Listening
 Effective questioning
 Validate feelings
 Use Healing Statements
 Follow the survivor’s pace
 Use simple and same language
 Use silence when appropriate

 These communication strategies are HOW we show

interpersonal qualities
 Active Listening
Let me see if I When you say
have this he was
threatening,
right…. can you tell me
more about
 Paraphrase and summarize what the what he was
survivor says, as needed, to show that you doing?
are listening and understanding

 Clarify when necessary It sounds like you were

very scared in the moment
when he yelled and
 Reflect content and/or feeling
grabbed the knife.
 Help the survivor focus if she drifts into
other topics
You said earlier that you
were walking home, and then
he surprised you on the
path…
 Effective Questioning

How were you

able to get to a
safe place?
Three types of questions:

 Open questions: these motivate the

survivor to talk and expand on what she Would you like
is saying. Use these questions often. to see a
doctor?
 Closed questions (yes/no): these can
inhibit the survivor from talking. Use Tell me
these questions only when specific more
information is needed. about
Why
 Questions starting with ‘Why’: These did how
can sound like blame to a survivor. you do that
Avoid using these questions. that? happene
d.
 Validate Feelings

 Allow the survivor to feel what she is feeling – and let

her know that it is okay and that it is normal.
 “It’s okay to cry; crying is an expression of
emotion.”
 “Many women in your situation would also
feel angry.”
 “It is normal for you to feel so upset after
what you have been through; many women
who have had similar experiences as you also
feel upset.”
 You are very brave
Be comforting and to talk to me
supportive
What
happened
Believe and encourage
the survivor was not your
fault

Help the survivor feel It’s okay to

safe feel that way

Follow the survivor’s

lead
You don’t need to
tell me anything you
don’t want to tell me
 Follow the survivor’s pace

 Allow her to tell her story in the way she wants to and the
‘pace’ (speed) at which she wants to
 Do not rush her
 Do not force her to share something she does not want to
share

 Take breaks if needed

 Use simple and similar language

 Working with survivor – we should be talking in the

same language
 We should be using simple words that she will know
– for example – she may not know what “GBV” is.
She may not know what a “caseworker” is. She may
not know what a “referral” is or a “safety plan”. You
need to use simple words to describe these things.
 The Importance of Language

Technical Terms People-Centered Terms

 Simple Language – activity

 In small groups, come up with a list of at least 5

“professional” terms and/or phrases that we use in this
field and ‘translate’ them into simple, clear language. We’ll
go around the room and share our words and translations
when we’re finished.
 Use Silence

 Silence is a powerful communication tool.

 It is really powerful when a survivor is getting upset
for us to just sit there with her. We let her cry. We
tell her it is ok. . .and we remain silent with her until
she is ready to move on.
 It communicates to her that we are here and we are
listening and we aren’t going away.
 Silence– activity

 We’re going to sit together in silence and stillness for 2

minutes. Please don’t draw, write or do any work during
these 2 minutes. Observe how you feel. Are you
uncomfortable? Are you relaxed? Do you feel anxious?

 After the 2 minutes, we’ll talk about how this exercise felt
for us.
 Emergency Case Management/One-Time
Interventions

• Most likely, the survivor will be seen only once.

Therefore, what is critical to ensure appropriate
medical and PSS care?
• Emergency CM includes: Assess, Plan, and
Implement. It should be anticipated that only 1
hour will be available to work with individuals –
crisis counseling in a sense.
• If this is the case, the SW should prep survivor for
one allotted hour. Last 15 minutes are
planning/wrap up with survivor. Re-stating key
messages depending on conversation flow.
 Crisis Counselling

• Use a calm tone of voice and maintain eye contact if

that is culturally appropriate
• Let the survivor tell her story the way she wants to
• Never use any questions or comments that assume
blame, such as, “what were you doing there alone?”
• Avoid asking questions that have already been asked
• Take sufficient time and do not rush
• Ensure the survivor receives key messages such as:
• You are not at fault
• You are not alone
• Validate experience/survivor is not crazy
• What is the best language to use in this context?
 Information Provision

 What do you need to provide someone who

comes seeking support?
 What are her information needs?
 One-Time Interventions

How do you have the most

impact if you are only going to
see someone once?
 Access to Services

• Increase
access to
services
What can
• Reduce
this do stigma
for a
• Community
survivor? engagement
in reducing
barriers and
risks
 EMPOWERMENT

Empowerment refers to the process of

challenging existing power relations,
and of gaining greater control over
the sources of power (i.e., material
assets, intellectual resources, and
ideology).

The work of external actors is not ‘empowering women’ but clearing

some of the obstacles from their path, providing sign-posts, stiles, bridges
and sustenance for those making the journey.
-Empowerment: What Works and Why
The work of external actors is not ‘empowering women’ but clearing some of the
obstacles from their path, providing sign-posts, stiles, bridges and sustenance for
those making the journey.
-Empowerment: What Works and Why
 Action Planning Objectives

Understand how
to document the
Be able to work case action plan
with a survivor with and for a
to map her needs survivor

Create a
thorough plan
with a survivor
to connect her
with services
6 steps of Survivor-centered case management

Case Closure

Case Follow-up

Action Plan
Implementation
Case Action
Planning
Assessment

Welcome and
Introduction
 Step 2 – purpose

 The case action plan, which is based on the

information gathered during the assessment,
guides service provision for the survivor.

Checklist for Step 3: Case Action Planning

 Plan how to meet survivor’s needs
 Discuss with the survivor the assessment of her needs
 Discuss options for interventions and services that help meet
the survivor’s needs
 Carry out safety planning
 Obtain informed consent for referrals
 Document case action plan on appropriate form
 Case action planning – What is it?

• Collaborative effort between the caseworker and

survivor
• Identify interventions that can address the survivor’s
needs
• Discuss positive and negative aspects of each referral

What might a negative aspect of a referral be?

 How to develop a case action plan

Summarize the Check in with the Discuss each need Carry out safety
assessment survivor with the survivor planning

Identify who will Document these

Get informed Make
be responsible for agreements on a
consent to provide accompaniment
facilitating case action plan
referrals plans
services form

Identify a time and Discuss any issues

place for a follow- or concerns with
up meeting your supervisor
 Summarize and verify

• Summarize safety and medical needs

• Verify with the survivor that this is also her
understanding
Based on our conversation, my
understanding is that you are
worried about your safety when you
returned to your tent and that you
do not need medical attention at
this time, and that you are feeling
worried, sad and scared right now.
Is that right, or is there anything we
need to add?
 Referrals – who, what, where & when?

 Get informed consent by explaining:

• What will happen as a result of the referral
• The benefits and risks of each intervention
• The survivor has the right to decline or refuse any
intervention
• What information will be shared in the referral process
• Identify who will be responsible for facilitating the
intervention or services
• Make accompaniment plans while safeguarding
confidentiality
 Plan for follow-up (If this is feasible)

 Identify a time and place for a follow-up meeting

 Explore what will be safest for the survivor:
• Appointments for the survivor to come to the
counseling center
• Meet the survivor inside another service provider’s
office
• Visit her at home if this does not compromise
confidentiality
• Call the survivor by phone
 Discuss with your supervisor

 If issues arise during the course of your assessment and

action planning regarding urgent safety concerns, be sure
to discuss them with your supervisor BEFORE you close the
case action planning session with the survivor.
 Objectives

Effectively Conduct
implement the appropriate case
case action plan follow-up and
with the survivor closure

Understand how
to use case
conferencing to
support the
survivor
6 steps of Survivor-centered case management

Case Closure

Case Follow-up

Action Plan
Implementation
Case Action
Planning
Assessment

Welcome and
Introduction
 Step 4 – purpose

 Connect the survivor to relevant service

providers through referrals, support her in
accessing those services safely and ensure
that the services are well coordinated.
Checklist for Step 4: Implement the Case Action Plan
 Make referrals (use Referral Form)
 Follow through on mandatory reporting
 Provide direct psychosocial services for survivor
 Coordinate with other service providers using SOPs and case conference
meetings
 Advocate for survivor to receive timely, appropriate, and competent
services
 Make referrals and support survivors

• Caseworker will contact service providers to refer survivor’s

case
• Assist the survivor in accessing those services by:
• Accompanying survivors to service providers
• Advocating on their behalf:
• With police and security personnel to take protective measures
• For compassionate and quality medical care and treatment
• For survivor’s views and opinions to be followed and her rights
upheld
• Meeting with service providers to provide information
about the abuse so the survivor doesn’t have to repeat her
story
 Mandatory reporting

• Always inform the survivor of your obligation to

report (Step 1)
• If the survivor shares information you must report,
explain what information you must share, who you
will share it with, and what is likely to happen next
• Discuss any protection needs associated with
mandatory reporting
• Discuss the situation with your supervisor before
reporting to the required authorities
 Lead case coordination

• Liaise between the survivor and service providers

• Advocate for timely and quality care
• Work with providers to reduce obstacles to survivor
accessing services
• Coordinate case conferences when needed
 Case conferencing
Review activities
including progress
and barriers
towards goals
• Planned and structured meeting
called by the caseworker to
discuss a case with other service
providers Map roles and
responsibilities
• Survivor and other close
supports should be invited, if
possible
• Often scheduled when survivor’s
needs aren’t being met Resolve conflicts or
strategize solutions
• Identify or clarify ongoing issues
• Provides survivor with more
holistic, coordinated, and
integrated services Adjust current
service plans
 Components of good case coordination

• Caseworkers understand and know of other services

in the community
• Each survivor receives coordinated services based o
their individual action plan
• Referral agencies are involved in a survivor’s case
when it serves the survivor’s best interests
• Survivors are in control of which services are
involved
• Information is shared between providers, with
permission of the survivor
 Referral Pathways

GBV referral systems aim to improve timely

access to quality services for survivors of GBV.

In an emergency and during periods where

services are not yet available or are starting,
establishing a functional referral system is
crucial and can help survivors negotiate the
variety of services available to meet their
multiple needs.
 Referral Pathways Continued

Referral systems help ensure that survivors are

active participants in defining their needs and
deciding what options best meet those needs.

In a case management approach, caseworkers

advocate for survivors’ access to services,
monitor service delivery, and follow up with
survivors. The goal of referral systems is not to
increase the number of cases referred but to
improve the quality and timeliness of care
received.
 Referral Pathways SOPs

• How to develop an emergency referral

pathway
• When to use it
• Who does what
• Simplified & practical GBV protocols
• Area-oriented referral pathways, based on
your operational location there will be
different referrals to follow based on actors
present, this will be fluid and changing
depending on how the operation unfolds
  Case management is a process
used to assess and meet the
immediate needs of survivors related
Case to an incident(s) of violence. Actions
are based on fulfilling the short term
Management needs of the survivor (health,
vs. PSS emotional support, legal, etc.) and
once deemed adequate, the case is
closed and the case management
process is concluded for that
incident and survivors.
 In short, psychosocial support
focuses more broadly on the
individual whereas case
management focuses on the
immediate needs related to the
incident of violence.