Client management, also known as ‘case management’, is an approach that recognises that persons living with HIV (PLHIV) and individuals at risk of HIV infection often have multiple and simultaneous healthcare needs requiring services from several providers. HIV client management is a collaborative process between the individual, the client manager, and local service providers aimed at improving access to appropriate and timely health and psycho-social care. Client managers assist individuals in assessing their specific needs, developing strategies to best address these needs, and helping them manage their way through an often complex labyrinth of services.


Please take a moment to watch how client management works in Kazakhstan. This film was made in the framework of “ACCESS Project: HIV/TB Collaborative Activities in Central Asia” funded by the Dutch Ministry of Foreign Affairs. The project ran between 2008-2012 and covered four countries: Kazakhstan, Kyrgyzstan, Tajikistan and Uzbekistan.

More than 10 years ago, AFEW introduced the client management system to non-governmental and governmental organisations in Eastern Europe and Central Asia. This client-centred approach was new to the region and ensured that tailored services offered at ‘social bureaus’ met the needs of clients. By building a solid referral network of HIV, TB, drug use, mental health and SRHR specialists, clients receive guidance towards the prevention tools, treatment and care they need. In this way, AFEW contributes to improving the quality of life of key populations at risk for HIV, TB and viral hepatitis. In most countries, AFEW’s client management approach was adopted and incorporated into the national healthcare system.

In addition to training and technical assistance, AFEW’s programming involves policy development, the establishment of training resource centres, local training teams, the dissemination of informational and prevention materials, and support for innovative service models. Our activities seek to increase communication, co-ordination and collaboration both within the community and throughout the highly vertically organised and highly specialised pillars of the healthcare system.