Following CFP 2024, IRCC approved the launch of a national Case Management (CM) database, which was successfully rolled out in November 2025. The database was developed and customized with substantial input from the CSS agencies within the network that are approved to deliver CM services. It aligns with the IRCC CM Framework and has the capability to generate reports that can be uploaded directly into iCARE, eliminating the need for duplicate data entry.

In addition, the database is fully available in both English and French to ensure accessibility and usability for Francophone agencies across the network. This bilingual functionality supports agencies in delivering services in their preferred official language while maintaining consistency in data collection and reporting nationwide.

The National Coordination Team is responsible for overseeing and managing the database, providing ongoing technical support to agencies, collecting and incorporating user feedback, and implementing customizations as needed. The team also plays a key role in compiling and providing aggregated CM data to IRCC to support national reporting and program monitoring.

The Team has received funding to cover the cost of licenses associated with the database. As a result, agencies that join the network are not required to allocate any funds from their own budgets to access or use the system. This support helps ensure equitable access to the platform and enables agencies to focus their resources on service delivery.

Some of the key benefits the system offers include:

1. Easier and more efficient reporting through pre-built reports that are commonly used by Sites
2. The ability to create customized reports based on specific organizational or program needs
3. iCARE reports that are aligned with the templates provided by IRCC
4. Centralized storage of all CM data in one secure location
5. Strong measures to maintain client confidentiality and protect sensitive information
6. Easy management and visibility of caseworker caseloads
7. The ability to organize and manage clients and cases more effectively and efficiently

The CM database also includes an embedded Learning Management System (LMS) within the database, which serves as a centralized repository for resources, guidelines, and tools developed collaboratively with CSS Sites. This allows agencies to easily access training materials, reference documents and best practices in one convenient location.