TWC2 is a non-profit organization in Singapore that promotes fair treatment for migrant workers. The document provides an introduction to TWC2, including its mission and goals. It then describes the roles of case work support volunteers, which involve assisting vulnerable migrant workers by conducting interviews, developing support plans, and making referrals to social services. The document outlines TWC2's six-step helping process and provides an overview of some of the key issues case workers may encounter, such as compensation claims and different types of work passes.

1. TRANSIENT WORKERS COUNT TOO
(TWC2)
CASE WORK SUPPORT VOLUNTEER
INTRODUCTION

2. Introduction
About TWC2
◦ Transient Workers Count Too (TWC2) is a non-profit organisation registered under the
Societies Act and also a Registered Charity in Singapore.
What we belieave in?
◦ We promote fair treatment for migrant workers.
◦ We envision a society that recognizes and values the important contribution they make to our
households, economy and country.
What we strive for?
◦ Through ground research and engagement with policy makers and employers, we at TWC2
advocate a more enlightened policy framework for migrant labour in Singapore.
◦ Assistance to workers in need to ensure that they have fair resolution of their cases, dignity in
work and living conditions, access to medical care, and protection of their rightful autonomy.
TWC2 - Transient Workers Count Too. (2011, October 2). Retrieved September 19, 2014, from http://twc2.org.sg/who-we-are/

3. Who’s who in the organization?
Executive Committee Office Bearer 2014
TWC2 President
Dr. Russell Heng
TWC2 Vice – President
Mr. Alex Au
TWC2 Secretary
Bashir Basalamah
TWC2 Treasurer
Noorashikin Abdul Rahman

4. Who’s who in the organization? Part 2
Executive Committee Member 2014
Yew Kong Leong
Member
Debbie Fordyce
Member
Jill Ratnam
Member
Shelley Thio
Member
Rob Teo
Member

5. Roles & responsibilities in TWC2
•Cuff Road
•Research
• Debbie Fordyce
• John Gee
•Discover Singapore
•Web writer/writer
• Irene & Terence
• Alex Au
•Outreach
• Karno
•Case Helper/Support
• Karno
•Public Education
• Rob Teo

6. Your Role As A Volunteer
Volunteers are at the heart of the
work we do at TWC2.
Volunteers make a tremendous
difference in the lives of workers
that we assist.
TWC2 work with volunteers in a
variety of ways and it is also
important to understand the
relationship between volunteers
and staff.
Mutual trust, understanding and
honor is expected at all time.

7. What is case work?
•Rubin (1992) describes it as an approach to service delivery that attempts to
ensure that clients with complex, multiple problems and disabilities receive all
the services they need in a timely and appropriate fashion.
•In essence, case workers are like “facilitator” that facilitates a case from
beginning to end.
• Some of the tasks that are involved:
• Providing Assessment
• Setting Goals
• Planning interventions
•Identifying resources
•Monitoring Progress
•Re-assessing
•Evaluating outcomes
Boyle, S. (2006). Direct practice in social work. Boston: Pearson/Allyn & Bacon.

8. So what is a case work support
volunteer?
•There is no one definition to ‘what is a case work support volunteer’,
rather, they share a similar goal.
• Case work support volunteers help people get through difficult times or get
additional support.
• They help clients find benefits or community services.
• They also assist clients to identify and obtain benefits and services.
• In addition to initially connecting clients with benefits or services, case work
support volunteer follow up with clients to ensure that they are receiving the
services and that the services are meeting their needs.

9. What are the skills needed?
•Need the ability to interact well with the
public
•Have a desire to help others and display a
compassionate, caring and friendly
attitude.
•In many cases, TWC2 work with people
from diverse or underprivileged
backgrounds, so being sensitive to cultural
and ethnic considerations is a must.
•You should be well-organized, able to
multitask, work well as a member of a
team and have excellent time
management and problem-solving skills. Case work support volunteers in action

10. Role of a case work support volunteer in
TWC2
•The casework volunteer will work one to one with vulnerable workers to help
them access suitable support services.
•Typical tasks may include
Conducting one to one support to clients.
Undertaking sensitive and comprehensive interviews with clients to assess
their needs .
Agreeing a plan of action with the client.
Supporting the client to access other services, for example from Hospital,
legal representatives and Social Services.

11. Role of a case work support volunteer in
TWC2 continued
Offering onward referral to relevant bodies as appropriate (Hospitals, MWC,
etc.)
Maintaining effective client records including communicating effectively with
the our social workers.
Identify and respond appropriately to safeguarding and protection issues with
vulnerable clients, including vulnerable adults. (Sexual abuse, threat by
employer, repatriation companies).
Working effectively with interpreters.
•There may be other tasks specific to the location in which you are volunteering.
•These will be covered in the additional information supplied to you as we go
along.

12. Case Work Support Assistance
Case
Management
Intervention
Case Work Support
Information & Referral (I&R)
Boyle, S. (2006). Direct practice in social work. Boston: Pearson/Allyn & Bacon.
Social
Worker

13. Commitment expectation
•Our mutual agreement:
• Ideally one day per week, Monday – Friday
•Location
• TWC2 Office and Cuff Rd
•Hours required
• 4 - 5 hours
• From 4 p.m. to 8 p.m.
•Key Performance Index (KPI)
• 2 workers per week
• With 1 referral to social worker

14. Helping Process
"The best way to find yourself, is to lose
yourself in the service of others."
-- Mahatma Gandhi
“Everyone can be great, because everyone
can serve.”
-- Martin Luther King, Jr.
“Make an effort and we can all get along”
-- Dr. Russell Heng
Picture taken from: https://plus.google.com/116159650778870962745

15. TWC2’s Helping Process
•The ‘helping process’ serves as a general guide for case
work support volunteers for the provision of services to our
clients.
•It covers the task of developing rapport with the client and
understanding the problem (s) the client may face while
assessing his or her circumstances from multiple
perspectives.
•Through a collaborative effort with the social workers,
case work support volunteers establish goals and a plan of
intervention suited to the client’s needs and goals.
Boyle, S. (2006). Direct practice in social work. Boston: Pearson/Allyn & Bacon.

16. The ‘Helping Process’ in a nutshell
1.Engagement 2.Assessment 3.Planning
4.Intervention 5.Evaluation 6.Termination
Boyle, S. (2006). Direct practice in social work. Boston: Pearson/Allyn & Bacon.

17. Helping process for case work support
 Case work support volunteers will assist the client up to the
planning stage.
 When case work support volunteers work closely with the
social workers, only then will an intervention occur.
 Always remember that whatever your actions/advises are, the
clients will face the consequences.
Boyle, S. (2006). Direct practice in social work. Boston: Pearson/Allyn & Bacon.

18. First stepping stone, the 6 step process
•The 6-step process ensures you focus on what you DO want rather than on what you do NOT want.
Your attention is on what to do and how to do it rather than on problems, excuses, alibis, and
explanations.
•Outcomes directionalise a person’s thoughts and actions. Use them for your goals, dreams, wishes -
and watch what happens. The six questions distinguish between those factors which are relevant to
getting what you want and those which are in the realm of history, complaint, etc.
•Using this process improves your rapport with other people. If you have a joint project using the well-formed
outcome process to match and align your objectives adds to the rapport already existing
between you – since you now have a joint commitment to the outcome towards which you are both
moving. And when you use it to assist someone in clarifying what they want for themselves they are
likely to appreciate your concern and interest.
•It provides a means of evaluating progress. Having a well-formed outcome makes it more likely that
you will quickly recognise when you are thinking or acting in ways that are at variance with your well-formed
outcome, giving you a signal to stop and re-evaluate your activities.
Weiss, I., Gal, J., & Dixon, J. (2003). Professional Ideologies and Preferences in Social Work: A Global Study. Greenwood Publishing Group.

19. The 6 step process continued
•It may not be necessary to go through all of the questions for every objective. Use your
discretion and apply the questions that are appropriate at the time.
•When using the questions with other people first establish a very good quality of rapport and
then either introduce the process formally or use the process in a conversational manner.
Weiss, I., Gal, J., & Dixon, J. (2003). Professional Ideologies and Preferences in Social Work: A Global Study. Greenwood Publishing Group.

20. The 6 step process
1. Positive:
I. The goal must be stated in the positive i.e. you decide
what you (do) want rather than what you don't want.
2. Feedback/Evidence
I. What sort of feedback is the client showing to you.
3. Context
I. Some of the qualities or skills that you have in your
working life could be inappropriate when handling
cases.
4. Self achievable
I. It is very important that the outcomes are within their
own realm of influence i.e. they are things over which
the client have control.
5. Advantages & Disadvantages
6. Worthwhile
Weiss, I., Gal, J., & Dixon, J. (2003). Professional Ideologies and Preferences in Social Work: A Global Study. Greenwood Publishing Group.

21. Learning with TWC2

22. Questions?

23. Cases that we see at TWC2
•Majority of our cases are male
migrant workers from
• Bangladesh
• India
• China
• Others
•We also assist domestic workers
• Philippines
• Indonesia
• Myanmar
• India
•Most workers that TWC2 assist are in the
Construction & Marine Sector.
• Majority are work permit holders
• Occasionally we do have S Passes and
Employment Pass holders.
•What’s the difference between the
passes?
• Salary cap
• Job Mobility
• Education/Qualification
• Security Bond

24. What do I need to learn fast?
1. How to check worker’s work injury
status.
2. How to calculate salary for workers.
3. Difference between Work Injury
Compensation (WICA) & Common
Law.
4. Distinct differences between types
of passes.
5. Understanding worker’s culture
and common languages used.
6. What is letter of guarantee?
7. How TWC2’s case work support
works?
8. Making financial claims from
TWC2.
9. How to approach workers.
10. Getting the right information from
the workers.
Good to have: Singpass

25. What’s in it for me?

26. Relevant laws & useful websites
•Employment Act: Chapter 91
•Employment of Foreign Manpower Act: Chapter 91A
•Work Injury Compensation Act: Chapter 354
•Employment Agencies Act: Chapter 92
•Penal Code: Chapter 224
•TWC2’s website (Articles)
•Ministry of Manpower Website
•GOOGLE

27. Work permit front

28. Work permit back

29. Special pass
There are 3 types of Special Pass:
•Work Injury
•Salary Claim
•Investigation

30. TWC2 Case work support links
1. Volunteer office schedule
I. http://twc2caseworksupport.pbworks.com/
2. Cuff road schedule
I. Kindly place your name under ‘Special Tasks’ – CWS
II. http://cuffroadproject.pbworks.com/
3. Case work database
1. This is where you have to fill up the client’s details.
* Will be explained

31. The End
•This presentation serves as a general guide for case work support volunteers. In no mean it is
definitive as it may vary from case to case.
Questions?
Case Scenario Discussion

32. Resources
Boyle, S. (2006). Direct practice in social work. Boston: Pearson/Allyn & Bacon.
Ingleby, E. (2010). Applied Psychology for Social Work. SAGE.
Psychology, C. R. S. E. W. D. P. of C., & Professor, D. of P. both at U. of K.-L. S. J. L. A. (2001).
Handbook of Positive Psychology. Oxford University Press.
Robinson, L. (2012). PSYCHOLOGY FOR SOCIAL WORKERS: Black Perspectives on Human
Development and Behaviour. Routledge.
Weiss, I., Gal, J., & Dixon, J. (2003). Professional Ideologies and Preferences in Social Work: A
Global Study. Greenwood Publishing Group.
Who We Are. (n.d.). Transient Workers Count Too. Retrieved October 1, 2014, from
http://www.twc2.org.sg.