Client Management


Client management is a special approach that AFEW Network adopted due to the needs of key populations we work with in Eastern Europe and Central Asia. The approach recognises that people living with HIV are individuals and that people at risk of HIV infection often have multiple healthcare needs from several healthcare providers. HIV client management is a collaborative process between the individual who receives it, the client manager, and local service providers aimed at improving access to appropriate and timely health and psycho-social care.

More than 10 years ago, AFEW introduced the client management system to non-governmental and governmental organisations in Eastern Europe and Central Asia. At that time, it was new to the region. Client managers started to assist individuals to estimate their needs, develop strategies to best address these needs, and helped to manage their way through often complex services. Educating people who live with HIV on how to take care about themselves is an integrated approach aimed at supporting “peer-to-peer” initiatives to raise awareness of people who live with HIV on the issues related to treatment rights, treatment options, adherence strategies, and ways to improve health and well-being.


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.