Guide to
EP Case
Management
Agenda
1. Goals of Case Management
2. Prevention
3. The 4 Levels of Case Management
4. How to Respond to a Complaint (Local Level)
5. Bringing a Case to the NCB
6. After the Case
1. Goals of
Case Management
Goals of Case Mgmt.
Ensuring that your EP continues with their exchange
Detractor prevention & Conversion to Promoter
• Turn an issue into a positive experience. Successful case
management will improve an EP’s trust in AIESEC
Ensuring XPP Compliance
Post-Case Self Review
• After the case, review your own processes to ensure better
preparation and overall XPP compliance
2. Prevention
Expectation Setting
• Ensure that your EP has been educated
on the XPP and the case management
process
• Inform your EP of typical problems and
how they can be solved (e.g., JD
Misalignment, illness)
• Remind EPs that workplace culture and
quality of accommodations vary from
place to place. Ensure that they have read
the reception wiki for their hosting entity.
Check Ins
Checking in on your EPs is not only useful, it’s REQUIRED!
Check Ins
Key Check-In Points
• To ensure that they have arrived safely in the new country and
were received at the airport
• To ensure that their JD matches what they signed up for (2-3
days after start date)
Continue to check in
on your EPs at least
once per week:
• To check in on their cultural integration
• To check in on their emotional state (especially homesickness)
• To ensure that they are getting a full experience! (e.g., social
integration with the hosting LC, exploring)
3. Levels of
Case Management
4 Levels of Case Mgmt.
1.Internal
Level 1: The EP should try to resolve the issue with their hosting entity on their own
If Level 1 has been tried and failed then move to Level 2: Local Level
Level 2: The EP contacts their sending entity to assist with the case. The sending
2. Local
entity’s EP manager, VP, and/or LCP should be involved.
If Level 2 has been tried and failed then move to Level 3: National Level
3. National
Level 3: The Sending Entity contacts the NCB/MC to assist with the case.
If two weeks have passed at Level 3, then consult with the NCB/MC about taking the
case to the Internal Control Board (AI).
4. ICB
Level 4: The Sending Country prepares a case application. The case is reviewed by the
ICB and any decision made by the ICB must be followed.
4. How to Respond
to an EP Complaint
(Local Level)
Steps of Case Mgmt.
Calm the EP down. This is pivotal to
make sure they do not leave the country
or break realization without due cause.
They may be very upset about their
issues. Their emotions may be
heightened by the experience of culture
shock (e.g., isolation, homesickness,
fatigue).
Steps of Case Mgmt.
Get the full story from your EP.
Take extensive notes.
Schedule a Skype meeting, if
possible. It may be beneficial to
speak with your EP face-to-face.
Steps of Case Mgmt.
Identify which XPP clause has been violated and the appropriate
compensatory action.
Examples:
Issue
XPP Clause
Compensatory Action
JD Misalignment
4.6.1.G
New TN must be provided
(XPP: 6.2.3)
EP did not receive
necessary documents for
visa application and could
not go on exchange
4.6.1.A
Refund (XPP: 6.2.2)
Steps of Case Mgmt.
Get documentation that proves the EP’s case. The more documentation you have, the
better likelihood that you will achieve a solution.
Examples:
Issue
Documentation Needed
JD Misalignment
Original JD & New JD. If the EP does not
have an official new JD, take a statement
from them that describes their actual
work.
Accommodations
Photographs of the accommodations that
highlight which quality minimums of the
reception wiki are not being met
**If there is no documentation available, have your EP provide a written statement
describing the violation
Steps of Case Mgmt.
Set expectations for the case management process. Inform the EP of the process and how long it
may take for the issue to be resolved.
Inform the EP that our method of case solving revolves around negotiation and mediation.
Immediate actions are unlikely.
Recommend an approximate timeline of two weeks.
In the event that compensation is requested, this may take significantly longer.
If a case must be taken to the ICB, the entire case management process may take up to three
months.
Steps of Case Mgmt.
Draft the report.
The report should include:
• Listing of each XPP violation
• Documentation for each XPP violation
• Requested action step
• If reimbursements are requested (e.g., airfare, visa application fees),
provide receipts
Recommended Report Outline:
Introduction
Claim 1:
• Clearly describe the violation and explicitly
reference the XPP clause in question
• Provide EP statements, documentation
• State your requested action step
Claim 2
Claim 3
Receipts for Reimbursement Request
Conclusion/Case Summary
Steps of Case Mgmt.
Example Report Intro
Steps of Case Mgmt.
Make Contact
When contacting an LC, be sure to include your EP’s TN
Manager and the hosting entity’s
VPICX/VPiGCDP/VPiGIP and LCP
• If reimbursements are being requested, you may want
to include the LC VPF as well
You may need to schedule a Skype meeting between you,
your EP, and the hosting entity
Steps of Case Mgmt.
Negotiation
Issue
Documentation Needed
JD Misalignment
Original JD & New JD. If the EP does not
have an official new JD, take a statement
from them that describes their actual
work.
Accommodations
Photographs of the accommodations that
highlight which quality minimums of the
reception wiki are not being met
Steps of Case Mgmt.
If you cannot solve the issue,
you may bring the case to the
National Control Board.
5. Bringing a Case to the NCB
National Control Board
To bring a case to the NCB, fill out the following
webform:
Link: http://bit.ly/USExchangeFeedback
Provide as much information and
documentation as possible.
A member of the NCB will ask for more information,
including documentation
The NCB, as a representative of the MC, will bring
the complaint to the hosting entity (and their MC, if
necessary)
If two weeks pass and the case has not been
resolved, the case may then be brought to the
Internal Control Board (AI).
To do this, consult with the NCB to prepare the
Official ICB Case Application form.
6. After the Case
After the Case
Check In on your EP to ensure that the
issue has been resolved
Promote EP Self-Advocacy – encourage
your EP to advocate for themselves if any
further issues arise. This is particularly
important for long term exchanges
After the Case
Process Review
See what the case reveals about your
own LC’s process and what could be
made better
Ex: setting better expectations,
requesting photographic proof of
accommodation quality before
commencing with the exchange
For more info, please contact:
Adriana Villar A.
MCVP oGIP
adrianav@aiesecus.org
Rachel Movius
MCVP oGCDP
rachelm@aiesecus.org
National Control Board, Chair
nationalcontrolboard@aiesecus.org
Happy Fox
aiesecus.happyfox.com/home
Additional Resources:
AIESEC Exchange Program Policies
ECB Guide