Institutional and Technological Transformation of Case Management in the Non-Governmental Sector as a Tool for Overcoming Multiple Vulnerability of Clients

Abstract

The purpose of this article is to provide a theoretical substantiation and practical analysis of the institutional and technological transformation of case management within the non-governmental sector as an instrument for overcoming the multiple vulnerability of clients in Ukraine. Due to their institutional flexibility, network interaction, ability to mobilize alternative resources, and capacity to adapt support mechanisms to specific cases, non-governmental organizations occupy an increasingly vital position in providing comprehensive support to individuals facing an intersection of housing, legal, psychological, medical, educational, and economic challenges. The empirical foundation consists of actual practices within Ukraine's non-governmental sector, specifically the experience of humanitarian and social programs where case management was integrated with cash assistance, mobile teams, support for families with children, integrated assistance pathways, and digital tools for case documentation, monitoring, and coordination. The scientific novelty lies in the proposed interpretation of multiple vulnerability as a non-linear, cumulative, and context-dependent effect of the intersection of several risk factors, which simultaneously diminish the ability of an individual or family to independently overcome difficult life circumstances and complicate access to formal services. The article substantiates that the institutional and technological transformation of case management in the non-governmental sector comprises three interconnected dimensions: the institutional, the technological and the managerial dimensions, which involves shifting from accounting for services and expenditures to evaluating tangible changes in the client's life. It is demonstrated that the effectiveness of case management in the non-governmental sector directly depends on several conditions: profound multidimensional needs assessment; the presence of a single responsible case coordinator; the utilization of a multidisciplinary team; the combination of face-to-face work with digital tools; regular staff supervision; clear algorithms for interagency interaction; and the measurement of achieved outcomes for the client rather than the mere volume of services rendered.