Family Case Management Program
This program is the foundation of how we care for families. From the first call to a child's adulthood, support never breaks: a family always has someone to turn to, and the right help arrives at the right moment.
How the Family Case Management Program works
Support moves with the family, at the pace the family needs.
• A Case Manager guides every new family through their first two months
• The Case Manager stays longer when a case is complex
• Every family has a record in the CRM, so the full context travels with them
• A Family Support Specialist takes over once a family is settled, answering questions and coordinating help
• A family returns to a Case Manager if the situation becomes difficult again
• An AI agent answers routine questions around the clock, and a real person takes over when it cannot help
The program in numbers
Team size, daily workload, and what families say about the support they receive.
• 15 Case Managers work in the program, each guiding around 90 families
• 5 Family Support Specialists answer around 500 messenger requests every day, and thousands of phone calls every year
• 19% of all assistance the Fund delivers comes through this program
• 96.5% of families rated their specialist 4 or 5 out of 5, across 2,147 responses
• 99.45% of families in their first three months are satisfied with their specialist's work, and 98.86% after three months
What families say
I want to express my gratitude to our Family Helper Iryna, whose support gave me the strength and belief that I can and should keep going. She’s always there for us. I’m grateful to Iryna and the Fund for the firewood, clothes, food, and everything we’ve received.
Mother Nelya
Ivan
We don’t just have a Family Helper. We have someone who already feels like family and is always by our side. It means so much to know there’s a phone number I can call or text, and someone will be there to support and listen. Katia, that number is yours. Thank you.
Mother Tetyana
Maksym
I want to express my gratitude to the Fund and especially to Iryna for such incredible support! I applied to the Fund just a few months ago, and Maks has already been to a camp, had a doctor’s appointment, and received free lessons. I can’t believe such kindness exists!
Mother Olha
Matviy, Milana
Of course, I wish we had met under different circumstances. But for families like ours, having such a caring Family Helper is a true gift. I feel very comfortable, like she’s already part of the family.
Mother Inna
Nazar
We’re so grateful to our dear Iryna. We’re lucky to know someone so amazing. She’s become part of our family, and we’re proud of her and love her dearly. With her support, we’ve grown stronger and more confident. Sending a big hug!
Mother Inna
See the help in action
