6 WORKING WITH STAKEHOLDERS

6.1 Working with Children

Particular care needs to be taken when working with children. It is important to ensure that Case Managers have the right skills sets to work with the evolving maturity and development of a child. The uniqueness of each child must be appreciated and the case management process must be in line with the level of maturity and understanding of the child.

Interviewing children, particularly those who have experienced some form of trauma, also requires a certain level of skill. In the effort to extract comprehensive information, Case Managers run the risk of re-traumatizing a child with extensive questioning. Inappropriate questioning can also break the rapport and trust between a client and a Case Manager. In general, Case Managers must always practice the principle of “do no harm” by ensuring that a child is not further re-traumatized or feels humiliated. Create a safe, open environment for a child and avoid questions that are judgmental, overly intrusive and insensitive. Give the child the option of not answering particular questions or ending the interview should they feel uncomfortable. Annex 6 provides a non-exhaustive guide for Case Managers when interviewing children.

6.2 Working with Interpreters

An Interpreter is usually needed from the start of the case management process. Arrangements for an interpreter may be made with the relevant service providers or referral agencies based on the needs of your client. Please ensure that all interpreters are briefed on the case management process, child protection policy and confidentiality policy of the organization. All interpreters must sign the child protection policy and confidentiality policy before providing any interpretation services. It is recommended that trained interpreters are used; however, this may be limited based on the current lack of training opportunities in the country. To capture accurate information, interpreters must be briefed on the guidelines for an interpreter and, particularly, be reminded to translate information as it is without paraphrasing or inferring meaning to the information. Suitable remuneration allowances should be determined, based on the country practices. A suggested guide to interviewing and working with interpreters is provided in Annex 7.

6.3 Working with Partners

As part of the case management and community placement process, you will be required to develop a working relationship with various partners such as government agencies, other NGO service providers, UNHCR, community based organizations, and other individuals. Engagement with partners is important to address the various needs of your client. It is important to be aware of the organizational requirements of partners and the need to remain client centric. Any engagement with partners must be done without compromising the needs and the best interest of the child.

THE CASE MANAGEMENT PROCESS