**TERMS OF REFERENCE (TOR)**

**FOR CASE MANAGEMENT SYSTEM DEVELOPMENT**

## Background

CARE International in Poland (CPL) was established in 2022, in response to Russia’s full-scale war in Ukraine. In 2026 CPL has two main programmatic areas – durable solutions and emergency preparedness and response. As part of the latter, CPL provides protection case management (PCM) to vulnerable individuals crossing borders to Poland. As of late 2025 around 17 million border crossings were recorded, according to Polish authorities and UN agencies. Of the nearly 1 million Ukrainian refugees in Poland, around 85% are women with children and elderly people, groups particularly vulnerable to protection risks. These include limited access to healthcare and livelihoods, economic exclusion, unemployment, and social marginalization driven by legal, language, and financial barriers.

## Purpose and Objectives

CPL seeks applications from suitable consultant(s)/team to develop a **digital case-management system**. This Information Management System (IMS) will be used to record and respond to the acute needs and vulnerabilities across Poland, with the ability to adapt to various modalities and intake streams prioritized by different donors. The estimated number of beneficiaries may reach 50,000 during 2026-2027. As part of PCM, CPL will provide a range of services such as Cash Transfers (CT) that may be conditional or unconditional, mental health and psycho-social support (MHPSS), temporary accommodation, in-kind donations, etc. (for further details please see enclosed case management toolkit).

The system will manage data at several levels of the process (allowing proper tracking, log and audit trail) based on the needs assessments and delivery mechanism.

The system must be designed to allow:

- a coherent, and comprehensive dataflow and workflow to ensure accessibility of multi-stakeholders and segregation of duties and roles.
- intake data through both paper-based and online and receive bulk referrals that shall be batch uploaded.
- After the data intake occurs, the data will be registered with a unique identifier that will:
1. Carry out duplication checks
1. Identify other family members within the system
2. Automatically produce a vulnerability scoring and assistance eligibility (according to criteria that may vary from donor to donor)
3. Automatically generate distribution lists for different services offered by CPL and its partner organizations according to the established criteria
4. Automated randomised sampling for post distribution monitoring or other assessments (according to criteria defined by CPL)
5. Generate regular reporting/data visualisation

## Technical Specification

The case management system should have:

- Capacity to provide the tailored and customized service without having secondary contractor
- System capabilities that allow scalability, and adaptability
- The ability to export data in excel format as required
- The ability to export all data collected and modified for the audit and storage purposes.
- The ability to support bulk import data and bulk uploads from the offline modality.
- Grouping/filtering functionality: The system shall allow various methods of grouping based on either: Datasets, funding, geographic location, organization etc.


1. Be able to operate in multiple languages, including Polish, English and Ukrainian

### ***Intake and Registration***

- The system shall have both online and offline capability
- Allow bulk registration from different form importing xls and csv
- Provide and allow a secure data collection method in the online mode
- Include functionality that will allow a specific level of tools/form design by admin users

### ***Data cleaning and verification***

The system shall dynamically check multiple fields for duplication:

- Unique Identifier for individuals and household
- Governmental identification numbers issued by Poland or the country of origin.
- Last day of assistance received

Data scoring: the system shall allow adaptable scoring of the eligibility criteria.

Data approval: The system shall allow data approval (e.g., action plan, payments, etc.) by line managers.

Platform must be able to support a multi-agency approach and identify potential duplicate registrations

Platform should notify each agency of a potential duplicates or inaccuracies, for them to provide a remedy to identify and de-activate potential duplicate registrations

The consultant(s)/team should specify the process by which potential duplicate entries will be identified (the system should utilize alerts, notifications or other appropriate systems to make users aware of a potential match and the means to identify and eliminate verified duplicates).

### ***Permissions***

The system must have the ability to differentiate users by permissions level and by organization Permissions should include one or a combination of the following: write, read, edit, export, administer.

The consultant(s)/team should indicate how extensively permissions can be configured for specific data points, forms, and reports. Proposals must describe the administration of users including addition/modification of user profiles, user groupings based on organization and permissions type

### ***Language:***

The system should have at least the following language inputs: Polish, English and Ukrainian.

### ***GDPR Compliance:***

All relevant modules of the system should be compliant with the General Data Protection Regulation (GDPR) of the European Union. All data stored should be under the sole ownership of CPL.

### ***Data Security and Data Protection***

The system shall have a solid data security protocol in terms of server, data protection, password protection, and different administrative access permission.

### ***Audit***

The system must be able to generate a complete audit trail from beneficiary registration to service(s) received. It will do this via maintaining a persistent ledger; to ensure that the entire system is auditable a persistent ledger will be maintained automatically by the system. This ledger will record all changes to beneficiary data, account numbers, payment amounts, etc. being recorded and it being possible to identify the user who made them.

### ***Reporting and Visualization***

- The system should include a module to enable the visualization of data via charts and maps and will have the capability to update daily (or multiple times a day if possible):
- The system should include a dynamic dashboard that will enable direct tracking of PCM. This dashboard should only show the data to users based on the restrictions defined by CPL.
- The system dashboard should be able to real-time data but that is not a strict requirement. It should also have capability for automatic synchronization at the point of the connectivity, not to wait to be prompted.
- The system should be able to create automated reports based on pre-set criteria
- The APIs should be compatible with Power BI.
- The system should be sufficiently flexible to allow the creation of additional reports or inclusion of new variables.

## Staff training and ongoing technical support

The consultant(s)/team is required to provide:

- Comprehensive training sessions for CPL staff on making custom modification, adaptations, creating reports, adding new fields, modifying scoring criteria etc, as well as ToT for training partner organizations’ staff.
- A full user manual.
- Ongoing support with resolving issues, adaptations etc. throughout the consultancy duration.
- Give remote ongoing support to systems administrators via e-mails or videoconferences when necessary.

## Expertise Required

- Prior experience in designing, operationalizing and maintaining similar systems.
- Experience with deployments at scale (at least 10 past projects of similar scope and size)
- Experience with data handling and security standards, including GDPR Compliance; information provided on existing data hosting agreements including physical location of principal and backup servers.
- Experience in startup and ongoing Technical Support to include deployment to project locations for initial rollout and availability of troubleshooting during life of contract
- Experience on-site and remote support: the consultant(s) should have availability to answer questions in different time slot and have set up the software in the field.

### ***Terms of payment***

The following is the term of payment:

- 20% upon receipt of the inception report
- 30% upon deployment of the system for the first data collection.
- 10% upon satisfactory completion of the baseline data collection and processing
- 30% in instalments to be agreed with the contractor during programme implementation
- 10% upon satisfactory completion of the final data collection and processing.