ABSTRACT
This chapter focuses on the importance of case management (CM) in empowering poor and vulnerable individuals within a cash transfer programme. CM is the process of addressing beneficiary complaints and required information updates, acting as a vital component of cash transfer programmes. Robust CM systems are necessary to ensure accountability and provide a framework for all programme players to resolve issues faced by beneficiaries. Despite its importance, CM systems are often flawed and overlooked by executing government units and development agencies. To outline a basic CM system, social protection engineers must identify potential cases and establish scenarios that are context-specific and adapted to the needs of the project and community served. The chapter discusses the requirements for designing an effective CM system and its benefits for programme delivery, transparency and the protection of beneficiaries’ rights, and includes case studies.
