National Coordinator for Case Management

Based at the YMCA of Greater Toronto, the Client Support Services National Coordination Team works in partnership with service provider organizations across Canada to deliver this dynamic program. Together, we foster ongoing collaboration and continuous improvement, with a shared goal of empowering eligible clients to overcome settlement challenges and thrive in their new communities.

Our role is to strengthen the capacity of direct service providers through indirect supports and activities, ultimately improving outcomes for all CM-eligible clients. In alignment with the Case Management Logic Model, we achieve this through sector capacity building, as well as policy and engagement activities.

CSS Coordination Team Activities

The following activities fall under each core program area:

Sector Capacity Building

  • Service tool standardization: In consultation with the network, we create, revise, test, monitor and evaluate national service standards to ensure uniform service delivery to all eligible CM clients across Canada.
  • Learning Management System (LMS) Management: We have a LMS system that’s embedded in our database, Salesforce which has a repository of all the service standards, tools and guidelines that we have created along with previously delivered webinars etc.
  • Training and Professional Development: We facilitate the Training and Professional Development Working Group (PD WG), which includes one to two staff members from each site who help identify their training and professional development needs. Based on the priorities identified by the PD WG members, we plan training activities and engage trainers who can address those needs.
  • New staff trainings: We deliver new staff trainings on Intensive Case Management including the CM Framework and database trainings to all staff who join the network.

Policy and Engagement

  • National Database Management: A a new database has been launched recently, Salesforce which was created and customized in consultation with all our Sites. It is a CM specific database and all agencies on our network record CM activities on Salesforce. The National Coordination Team is responsible for managing this database and to provide aggregated CM data to IRCC.
  • Steering Committee: Bring leadership staff from all agencies together to strengthen service tools and standards, clarify aspects of program implementation, and propose improvements.
  • Community of Practice: A supportive space for leadership staff as well as front line staff to discuss shared challenges, explore possible solutions, exchange information and best practices.
  • Annual Conference: Host a 2-day Annual Conference that brings together all staff members across the network providing opportunities to network, attend professional development trainings and exchange knowledge through round table discussions.
  • Mentorship Program: Pair new CSS organizations with more experienced providers to observe established processes, gain insights into program implementation, and receive ongoing guidance through in-person visits.