SWCES HOLDS A TWO-DAY SUB-COMMITTEE MEETING ON CASE MANAGEMENT (SCOCM)

The Single Window Citizens Engagement Service (SWCES), a unit under the Ministry of Gender, Children and Social Protection (MoGCSP), has organized a two-day Sub-Committee meeting on Case Management to strengthen coordination, enhance service delivery, and improve the efficiency of handling social protection and welfare-related cases in the Eastern Region.

The meeting held from Wednesday, 3rd to Thursday, 4th December 2025, sought to;

-Discuss overdue cases and the way forward

-Share overall resolution status of cases received by SP programmes from January 2025 to date.

-Update committee on case management activities for 2025-SWCES and flagship programmes.

-Review Frequently Asked Questions (FAQs) on Social Protection Programmes.

In a welcome address read on behalf of the Chief Director of MoGCSP, Dr Afisah Zakariah, the Director for Social Protection Directorate, Madam Francisca Atuluk commended the stakeholders for their continuous support to the SWCES Unit, disclosing that their efforts directly enhance the performance of other social protection programmes.

She mentioned that SWCES integrate cases received through the Helpline of Hope Call Centre on matters related to child protection, gender based violence, human trafficking, disability issues, marital dispute and other forms of social vulnerability under the Ministry’s mandate.

She urged the participants to actively engage, exchange knowledge, and collaborate effectively in order to positively transform the lives of the vulnerability population in the country.

On her part, Head of SWCES Unit, Madam Naa-Dedei Antie underscored the importance of an efficient well-coordinated case management system in ensuring that citizens who reach out through the Ministry’s various platforms including the call centre, digital channels, and walk-in services receive timely and appropriate support.

The participants engaged in extensive discussions on:

Trends in cases received through SWCES platforms, including the hotline, digital channels, and walk-in services.

Challenges in responding to complex cases, especially those related to child protection, social welfare, domestic violence, and extreme household vulnerability.

Agreement to harmonise case management tools used by SWCES and partner institutions for improved uniformity and efficiency, among other things.

The two-day Sub-Committee meeting on Case Management provided an essential platform for reflection, collaboration, and strategic planning.

Source: MoGCSP