The goal of Improving Service Journeys of Service Users with Multiple Needs (PAKU) project was to develop a holistic case management action model in Central Finland. The idea was to improve case management so that people would get the services they need easily and in time.
The case management model was built in a joint development process through five sets of measures, through which case management was considered from clients’ and employees’ perspectives. The project developed for example, quality criteria for customer-oriented case management, and identified case management values (equality, respect, trust, empathy).
The project was coordinated by JAMK University of Applied Sciences and co-partnered with KOSKE and Jyväskylä Educational Consortium Gradia. The project was implemented 1.8.2018-28.2.2021. The PAKU project’s results and publications can be found here (in Finnish).