National Case Management System – Eswatini

We developed a harmonized, HIV-sensitive national case management system for eSwatini, in close partnership with the Department of Social Welfare (DSW).






2016 - 2018

We developed a harmonized, HIV-sensitive National Case Management System (NCMS) for Eswatini, in close partnership with the Department of Social Welfare (DSW). The program increased the supply of quality social work services; strengthen referral and coordination mechanisms between and within governmental and civil society organizations providing social welfare services, and contribute to the evidence base on an effective social welfare service delivery model. The NCMS leverages regional stakeholder forums and community-based cadres to deliver an integrated, harmonized system that works to ensure vulnerable children are identified, referred and linked to services and followed up on as necessary through case closure.

Key accomplishments include:

  • Developed a national framework, standard operating procedures (SOPs), Social Worker Manual and tools for case management in alignment with national policies and statutory regulations.
  • Developed a handbook for trained community workers to support their role within the case management system.
  • Developed operational guidance and practical tools to operationalization the case management and referral filing system.
  • Developed Training Manual and materials, and conducted training of DSW/Social Workers to support and roll out the national case management system.
  • Developed and implemented a Coaching and Mentoring Plan to support DSW social worker uptake of the NCMS, and provide targeted training.
  • Supported DSW to lead Regional Quarterly Stakeholder Forums in furtherance of care coordination and referrals and address gaps and challenges.
  • Supported DSW Social Workers to train and provide supportive supervision to Community-based volunteers who support the NCMS at the community level (Community Case Workers).
  • Piloting the rollout of the NCMS model across 10 communities in the Lubombo region and in the Shiselweni regions.