NIWL Resource HubNIWL Resource HubFHI360’s National Institute for Work and Learning (NIWL) strives to provide stellar service delivery to every participant served by our programs via effective case management as one strategy.
Our goal is to provide technical assistance and support to staff by equipping navigators to be grounded in effective case management practices.
We define case management as a participant-centered, goal-oriented, assessment-based process of planning, coordination, and support in partnership with program participants to access services and resources to meet their individual needs, achieve program goals and make strides toward self-sufficiency.
We follow a systematic approach to service delivery, Tri-level Case Management, which is a dynamic process of service delivery that co-manages the helping process along with participants from program enrollment to completion. Tri-level Case Management requires administrative, direct service, and participant roles to be met in order to achieve program goals and outcomes.
We believe there are four core functions of the navigator which include:
We identify five primary roles of the navigator which are:
As team lead, the navigator is responsible for coordinating services for assigned participants and keeping internal team members abreast of participant progress in the program.
We adhere to the following Case Management Framework which includes the following five phases:
The purpose of this manual is to serve as a guide and reference tool for navigators as they assist participants in accessing appropriate services and quality resources. This manual addresses the three vital areas of Case Management.
“FHI 360 believes that the challenges people face today — along with shifts in how development programs are conceptualized and delivered — demand that we reimagine how we invest our talent and assets and how we operate.”
2023-2025 Strategy – Meeting the Moment
Every individual who knocks on your door to enroll in your program will be embarking on a path which is part of a journey, with the intention of taking steps toward achieving their goals. Some steps will be big while other steps will be small, depending on information garnered from assessment testing and what is articulated in the participants Individual Service Plan (ISP). There may be some twists and turns along this journey and at times, attainment of goals may seem far off or even unattainable, for some situations.
This is where you, Navigator, come in and have an opportunity to have an impact on someone’s life. Your approach is key. Empathy and will go a long way with developing rapport with the participants assigned to you from day one. How participants experience their journey while in your program has everything to do with how thoroughly you explain the process to them for accessing services, how consistently you follow that process, and how well they understand that process.
Participants will need to understand that services will be provided in response to their needs and goals according to their individual service plan that they will co-create with you. Patiently walking alongside your participants will make all the difference while they are connected to you, especially when they make a mistake, veer or take a detour from pursuing their program goals.
Now consider the bigger picture. How efficiently the program team functions as a unit, how capably services are provided, and how strong and reliable your community partnerships are, all impact whether participants will make significant strides toward achieving their goals and complete the program.
Essentially, the success of your participants has a lot to do with your program’s service delivery system, and it starts and ends with effective case management. Additionally, having clear guidelines for how you do your work will increase job satisfaction and reduce stress.