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This trauma-informed blog post provides practical strategies for service providers supporting forcibly displaced clients through program disruptions, emphasizing safety, transparency, collaboration, and respect for clients’ varied backgrounds and experiences. It outlines specific approaches for managing transitions—from preparing clients in advance to ensuring continuity of care—while acknowledging the emotional toll on both clients and staff. This…
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This template provides a professional and customizable format for service providers referring clients to external organizations or programs. It emphasizes the importance of securing client consent and a signed Release of Information (ROI) form before proceeding. The letter includes sections to personalize details about the client’s situation, the nature of services being requested, and contact…
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Hosted on March 27, 2025 the training was delivered by Jasmine Griffin; Training Officer at Switchboard and Zainab Ahmadi, Masters-Level Intern at Switchboard. This webinar is geared toward direct service staff whose roles include producing case management documentation of client interactions. Supervisors may also benefit from this training to better support staff in maintaining high-quality…
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The Matching Grant program (MG) helps refugees and other Office of Refugee Resettlement (ORR)-eligible populations overcome barriers and quickly find jobs. Since 1979, the goal of MG has been to facilitate refugee family integration and self-sufficiency through employment—by providing case management, English language training, and employment services over a 240-day service period, all without accessing…
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This Comprehensive Case Management Onboarding Guide is a framework for onboarding new staff members who will provide case management services in the context of refugee service delivery. It is meant to be customized to include training specific to your organization, including any in-house requirements, as well as specific focus areas for the programs and populations…
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Case management software has numerous benefits for organizations and clients, including unified record keeping; continuity of information among staff members; increased ability to meet compliance obligations; and increased ease in conducting monitoring, evaluating, and reporting. However, understanding what software best fits your programmatic needs and effectively implementing it can be complex. This guide, developed by…
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While most case managers know that proper documentation is crucial for maintaining ethical standards and program compliance, it can often feel burdensome and overwhelming. Case managers experiencing this overwhelm may look for ways to make paperwork more efficient and meaningful. This blog post explores ways to streamline processes so that documentation supports, rather than hinders,…
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The Preferred Communities (PC) program provides intensive case management services to refugees and ORR-eligible populations with special needs within five years of arrival to the U.S. Intensive case management (ICM) staff support recipients in the areas of long-term case management, health and medical interventions, mental health interventions, and social adjustment services, among others. This Intensive…
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Case notes are important tools used to track service providers’ interactions with clients and document relevant program data. This template, developed by Switchboard, is an example of how case notes may be standardized for your program. This template is intended to be customized to align with your program’s unique needs and compliance requirements. This document…
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This guide, created by Switchboard, will teach you how to create high-quality case management documentation. You will learn how to: recognize the importance of documentation within the case management cycle; describe and create different elements of a case file, including case notes, service plans, and critical incident reports; and utilize new techniques to improve the…
