Sample Intensive Case Management Onboarding Guide

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 Case Management Onboarding Guide, developed by Switchboard, is a framework for onboarding new staff members who will provide intensive case management services. It is meant to be customized to include organization-specific training. This guide shares reading materials, recorded webinars, and other resources to complement your other onboarding activities, which may include shadowing colleagues, discussing specific scenarios, reviewing materials and organization policies, and receiving training from supervisors.


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