July 1, 2020 1:39 pm

The Social Protection Directorate of the Ministry of Gender, Children and Social Protection has organised a two days training workshop from 30th June to 1st July, 2020 at Aburi in the Eastern Region on the use of the Unified Case Management System (UCMS) for Case Management officers of the flagship Social Protection programmes and the Call Agents of the Helpline of Hope call Centre.

The Unified Case Management System has been validated and finalized for rolling-out and as such appropriate for all Case Management Staff and Call Agents at the Helpline of Hope Call Centre to be conversant with procedures and processes of the system.

Addressing participants, the Social Protection Director, Dr. Rita Owusu-Amankwah on behalf of the Chief Director for the Ministry of Gender, Children and Social Protection, Dr. Afisah Zakariah said the Single Window Case Management System is based on the grievance redress mechanism, an approach for citizens to voice and have their concerns resolved.

She added that a grievance resolution mechanism offers a reliable structure and set of processes where citizens can find helpful solutions.

A crucial element of the Single Window Case Management System according to Dr. Rita Owusu-Amankwah is the establishment of the Helpline of Hope Call Centre and the referral database called the Unified Case Management System designed electronically for Case Management Officers to log complaints, report on actions and follow ups until a final resolution of the case.

The Social Protection Director reiterates the Ministry of Gender, Children and Social Protection’s commitment to coordinate the implementation of all Social Protection programmes effectively and efficiently to achieve equality and equity and also promote social protection and social justice for children, vulnerable and excluded towards national development.

Dr. Rita Owusu-Amankwah was optimistic that the system will become robust to allow referral of cases to institutions outside the flagship Social Protection programmes.

In her closing remarks, the Director for Social Protection urged participants to use the system for Social Protection case management.

As part of the training, there were key presentations on the Single Window Citizen Engagement Service, Livelihood Empowerment Against Poverty programme, Ghana National Household Registry, Labour Intensive Public Works and Education Capitation Grant

Participants were taken through case logging, classification, referral, task creation, resolution and report generation.

A practical session was also created as part of the training for participants to have hands on demonstration on the UCMS.

The overall objective of the training programme was to enable participants aquaint themselves on the objectives, strategies and activities of the Single Window Citizen Engagement Services (SWCES) and to also equip them with tools and skills for the web based UCMS for case management.

Source: MoGCSP