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Behind the Scenes of Social Protection
The Power of Digital Case Management
In Montenegro’s social and child protection system, important decisions are made every day that directly affect people’s lives — from protecting children and families, to supporting victims of violence, to guardianship and foster care. Individuals and families regularly turn to Centres for Social Work in moments of crisis. Behind every story are often multiple complex problems, which social workers help to navigate, even when resources are limited.
Social workers manage intricate procedures, often under tight deadlines and with numerous responsibilities. The introduction of a structured case management methodology has been a turning point in how support is delivered to citizens — at the heart of social work practice itself.
What Is Case Management?
Case management is the process that guides a person from initial contact to receiving social protection services, and it also governs responses in highly sensitive situations such as domestic violence, child custody, and other family law matters.
“All of our procedures in social and child protection are carried out through the case management methodology. It involves assessment, service planning, and organising work, including residential placement and field activities.”
explains Suzana, Head of the Service for Adults and Older Persons at the Centre for Social Work in Podgorica, which also covers Golubovci and Tuzi.
Maja, Head of the Service for Adults and Older Persons at the Centre for Social Work for Nikšić, Plužine and Šavnik, adds:
“Case management is designed to identify the needs of families and individuals in the best way possible, building on their strengths and resources.”
Maja, Head of the Service for Adults and Older Persons at the Centre for Social Work for Nikšić, Plužine and Šavnik
Through the case management module in the information system, records are kept for guardianship, foster care, day services, residential placements, and more. In other words, a person’s life story — their needs, interventions and progress — is now documented, monitored, and tracked digitally.
Assessment, Planning and Organisation — All in One Place
Initial assessment is the first step. Information is collected from the user themselves, their family, schools, health institutions, and field visits. Following the assessment, actions can be initiated — from court proceedings to placement or support services such as home assistance or personal care, emphasises Suzana.
“The system also allows us to plan work with beneficiaries and track the implementation of activities,” says Maja. “An individual plan is developed with service providers and the beneficiary, identifying their needs and the areas we will focus on. The system lets us log every activity related to the beneficiary. You can clearly see the course of interventions, the level of support — everything concerning the beneficiary.”
One of the features most appreciated by social workers is the automated reminders. “The system tracks deadlines and alerts us when a plan is about to expire,” adds Suzana. “It even tells us: the plan for this beneficiary expires in 20 days, in 30 days…”
Continuity and Transparency for the Whole Team
All information about a case is permanently recorded and accessible only to those directly involved, with authorised access. When a new worker takes over a case, the system provides a full overview of previous actions. Every change is logged, including who made it, ensuring continuity and accountability.
“This way, no beneficiary is left behind when staff change,” emphasises Suzana.
Fast and Secure Solutions in Foster Care and Residential Services
When it comes to placing children without parental care, speed and accuracy are critical. The system’s foster care registry is especially important. “We have a register of foster carers and match children with suitable families,” explains Suzana. “Once a lawyer finalises the placement decision, the child automatically receives an official placement record through the system.”
This approach ensures security, transparency, and speed — all crucial for safeguarding children and guaranteeing appropriate placements.
The Case of Lara: How the System Helps Stabilise Lives
The handbook From Problem to Opportunity in Case Management describes the case of eight-year-old Lara, showing the practical impact of this approach. Case management guides interventions towards positive outcomes, reducing the risk of errors and directly improving the wellbeing of the beneficiary.
“When working on Lara’s case, we first considered which family members could provide temporary safety,” explains Suzana. “We looked at who could care for her while the crisis was resolved. At the same time, we supported her parents so they could regain the ability to care for her in a way that meets her needs.”
Digital case management has become an indispensable tool that protects beneficiaries, often in the most difficult situations. Today, the system quietly but crucially supports every family, child, older person, or victim of violence who turns to Montenegro’s social protection services — making its value truly immeasurable.