Refugee Eligibility and Case
Management 101
October 20, 2011
Office of Refugee Resettlement
Administration for Children and Families
U.S. Department of Health and Human Services
Project SOAR
Project SOAR provides ethnic community-based organizations (ECBOs)
and other refugee-serving agencies with technical assistance to
develop and deliver quality services and improve sustainability
through support to:
 strengthen organizational management, in areas such as
fundraising and governance;
 improve services, in areas such as project design and case
management;
 and build networks with peer and mainstream agencies.
Funded by the Office of Refugee Resettlement since 2003, Project
SOAR is a partnership of the International Rescue Committee and
the Nationalities Service Center.
Join our listserv - To subscribe at no-cost, visit
www.ethniccommunities.org
Today’s Training: Rules & Tools
To make the most of this Project SOAR training…..
 Keep your phone on mute when you are not speaking (*6)
 Use the following tools:
1. Chat
2.
Ask a question orally
3.
Answer a question
4.
Express yourself
5.
Use the writing and drawing tools
Where Are You Located?
What We Will Cover…

Defining ORR-funded program
eligibility

ECBO project types

Defining case management

Basic elements of case management

The importance of documenting
services and client eligibility
Clients Eligible for ORR Benefits and
Services







Refugees
Asylees
Cuban / Haitian Entrants
Certified Victims of Human Trafficking
Amerasians
*who have been in the U.S. for less than 5 years.
Afghan / Iraqi Special Immigrant Visa holders
(Afghans 6 months; Iraqis 8 months)

Refer to State Letter 00-17

http://www.acf.hhs.gov/program/orr/policy/s100-17.htm
ECBO Project Types

Organizational capacity development

Cultural orientation and life skills education

Financial literacy training

ESL training

Youth-targeted programs

Referrals to care providers

Direct service provision
Case Management Defined
“A service that links and coordinates assistance from
institutions and agencies providing medical, psychosocial and concrete support for individuals in need
of such assistance. It is the process of social work
intervention that helps people to organize and use
the supports, services, and opportunities that enable
them to achieve life outcomes that they value.”
Social Worker’s Desk Reference
Elements of Case Management





Intake and Assessment
Goal Development
Intervention
Monitoring and Reassessment
Termination
The Need for Case Management
Documentation

HHS grants regulations

Transparency

Accountability
Case Management Documentation: An ORR
Monitoring Component

Case file reviews

Staff interviews

Client interviews

Community partner meetings
Case File Contents

Intake information

Eligibility documentation

Case notes

Documentation of financial assistance and volunteer
services provided
Intake Information
•
Client’s complete contact information
•
Brief history of employment/skills
•
Indication of client’s eligibility
•
Client goals under program
•
Signed and dated letter of agreement/enrollment—with translation if
necessary
Documenting Eligibility in a Case File
Eligibility Documentation
Copies of the following as relevant:

I-94/Green card; clear A #

EAD

Grant of asylum letter*

Signed social security card-front and back
“Good” Case Notes

Concise

Complete and chronological

Frequent, throughout service period
Documentation: Tips for Case Workers






Before completing the enrollment process,
make sure that copies of appropriate
immigration documents are in the file.
Understand that there may be clients who are
not in control of their own immigration
document.
Give clients clear deadlines for bringing in
documents. Share the responsibility.
Consider using the self-declaration form (not in
place of the actual document but as a
temporary place holder to document the steps
you are taking to obtain the record).
If immigration documents are not available,
contact the client’s original resettlement agency
or RPC .
Ask supervisors to review intake and
enrollment materials and immigration
documents as part of the enrollment process.
Creating a Documentation System
•
Create a master file as a prototype for replication
•
Prepare blank case files with all necessary case file forms
for use along with a checklist on the cover
•
Use the same order/sequence for storing documents in the
case files
•
Establish a case file review process
Case Management: Tips for
Supervisors





Systems in place; forms developed, sample files
created, approach agreed upon
Regular case file review and other quality
assurance measures in place
Resources available
Staff trained and in-service trainings scheduled
Supervision scheduled
Documentation Standards: Summary





Clear documentation of eligibility in file
Clear documentation of eligibility noted on intake
form
Narrative of all services provided in a case note
log
Clear documentation and notes on all referrals and
work on client’s behalf
Clear and well-organized case file documentation
system -file folders with dividers, section checklists,
periodic file reviews
Consequences of Poor
Documentation
Implications for grantee agency:

Negative monitoring report

Corrective action list

On-site TA

Further scrutiny of grant

Impact on grant continuation process
Here’s To A Great Year!
Thank you!
Please complete our evaluation survey!
For more information, please write to
SOAR@theirc.org
www.ethniccommunitites.org