Integrated case management is an innovative practice, which is used to better serve excluded communities, through a combination of existing resources of social service and employment systems. Recent studies show that the extent to which the integrated case management process is implemented in the Western Balkans, including Albania, is limited. Social protection and employment promotion systems operate mainly in isolation. A case in need is referred either to the employment promotion system or to the social protection system. Recently, it has been observed that the employment service alone has not been successful in achieving sustainable economic empowerment, especially for individuals from excluded and multiple discriminated communities. For long-term and sustainable inclusion in the labour market, it is important to use the integrated approach, through which social protection and social inclusion services are provided for those in need, in addition to those promoting employment. 

UNDP has conducted a mapping process of NGOs working within the vision of an integrated case management process, some of which could serve as models that can be outsourced by responsible institutions to reduce the gap in the provision of employment promotion services to the vulnerable and excluded communities.