TDH - Terre des hommes

Case Management user satisfaction

Indicator ID R&E3
Indicator full statement

% of users reporting Case Management quality services satisfaction.

Purpose

Importance

This indicator aims to measure the satisfaction with direct services received and with the response actions taken through the CM process.

Appreciating satisfaction of children and caregivers having been supported through case management services enables to assess whether the intervention respond to their needs and expectations (at least to the extent CM support can cover).
Related services

Case management support services provided by caseworker (see definition)

Definition

  • Quality case management service: individual and holistic process of support, as per interagency and Tdh quality standards and definition, through a process of accompaniment by a caseworker from identification, through assessment, case planning and implementation, follow up and case closure, where the caseworker provides direct services and coordinates referrals to other services required.

  • CM quality services: appropriate response and support (timely, efficient, responding to the needs and caseworkers’ attitude and skills)

  • Satisfaction: considering the service and support useful and responding to the needs and main reasons for opening the case file; feeling treated with respect by the caseworker and Tdh. Understand potential issues in terms of quality, acceptability, relevance. Satisfaction studies enable to include users in decision making and quality assessment.

How to collect & analyse the data

What do we count?

Tdh counts individuals (and for case management this mean individual case files).
How to calculate the indicator's value

Percentage is calculated as follows:

  • Numerator: number of children & youth having been supported through CM services (related to indicator R&E4 - case management output, or sample of surveyed people out of the total number of cases registered and closed)

  • Denominator: total number (or sample) of children and/or caregivers having responded to the Case Management satisfaction and feedback survey

  1. Decide if child & caregivers feedback forms will be systematically used after each case closure, or if it will be done with a random selection of cases (ideally this should be done systematically after each case closure)

  2. If possible, to do systematically for all cases, this can be done as a final interview together or right after case closure and also up to 3 months after case closure as a form of final follow up by caseworkers, and if possible and if consented by the child and caregiver, the supervisor or a different caseworker (not having managed the case) should conduct the feedback interview to avoid biased responses.

  3. If not possible to do this systematically for all cases, then a random selection of CM beneficiaries per project should be done. The feedback and satisfaction should be collected up to 3 months after case closure by the supervisor, a different caseworker, or an M&E staff. ALWAYS under child & caregivers’ consent if someone different from the caseworker must enter in contact with the child or family.

  4. For toddler ages (below 3) only caregivers will respond and provide feedback, for the ages where children can respond, separate forms (1 for child and 1 for caregiver) should be used.

  5. The child feedback forms are meant to be responded by children over 10 years old, but for younger children this can be adapted as required.

  6. For each case, when possible, feedback should be collected from children and non-offending caregivers, if there is contradiction, then satisfaction is not counted as positive (for counting satisfaction, both caregivers and children should express satisfaction of services, if one of both is not satisfied this means something in the CM process and response has not been done appropriately)

  7. Feedback questionnaires provide open ended questions and rating questions on the appropriateness of services. Provide an average of all rating questions for each survey and an average of rating for all surveys conducted. 

  8. Feedback forms should be reviewed and contextualized before administering, and assessors must be trained on their use.
Data sources

Children and/or caregivers.
Data collection methods and tools

Interview based on the Case management feedback forms. See standard questionnaire belowe - to be contextualised as per the local context.
Example of survey questions

The questionnaire includes rating questions (1 to 10) regarding appropriateness of caseworkers’ support and the responses provided, progress/improvement experienced, and as well open-ended questions to provide a qualitative assessment.

The survey explores the following elements :

  • Launch of the CM process

  • Expectations

  • CM process : case plan, connection with services, information sharing, decision to stop, caseworker attitude, usefulness of support, improvement of the child situation

  • Closure
Disaggregation

By Age group and Gender.

Limitations and precautions

Risks:

1.This indicator should be analyzed together with indicator R&E4 - case management output.

  1. To measure satisfaction with services delivered by a caseworker the interview should be done by a different person to avoid biased responses. The person conducting the interview can be the supervisor, another caseworker or an M&E staff qualified and experienced in working with children.

  2. Nevertheless, this can only be done if children and caregivers do provide specific consent for someone else to contact them and conduct the interviews. This should be avoided for highly sensitive cases, such as sexual and gender-based violence cases or CAAFAG depending on confidentiality risks in context to be analyzed on a case-by-case basis together with the caseworker in charge. For the cases where it is not appropriate to share information and having a different person conducting the interview, the same caseworker assigned to the case should do it in compliance with the institutional data protection policies.

Precautions:

  1. Make sure that you uphold data confidentiality principles and responsible data management rules for CM

What further analysis are we interested in?

Analyse whether the intervention respond to the needs and expectations of children and families, understand potential issues in terms of quality, acceptability, relevance that might require to be addressed. Satisfaction analysis should always be used for adjustment and improved response and not only for reporting.

Satisfaction also includes analysis on whether cases have been successfully closed or not (if the main needs and reasons to open the case have been addressed and responded to).

The satisfaction should also include an analysis on any gender and diversity disparities (are there any trends we need to consider regarding satisfaction by boys, girls, children with disabilities?).

It is important not only to analyse % of children and families satisfied, but also capture some additional information on trends and disparities, why they are satisfied, or not, how they feel that the CM process did respond successfully or not to the main reasons why the CM process started.

Additional guidance

Satisfaction feedback forms to contextualize:

Short video on Case Management M&E (Case Management Task Force)

Global Guidelines and Monitoring and Evaluation (M&E) and Toolkit for Child Protection Case Management (final version of these standard guidance will be published by end of 2024 by the Case Management Task Force: Case Management | Alliance CHPA (alliancecpha.org) )

Tdh Data protection minimum standards for case management (to be finalised and published by end of 2024)

This guidance was prepared by Tdh ©
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