This toolkit is intended to facilitate the process of designing and/or improving the case management system in your immigration program. In a legal immigration context, case management system consists of: policies and procedures; forms; a database; and files used by legal representatives in a standardized manner for the purposes of delivering professional services and avoiding errors that can result in malpractice and liability. 
For an agency just starting an immigration program you may be asking a series of questions: How will your immigration program deliver services to clients? How do you conduct intake? How do you select cases for representation? How do you collect fees? What systems does your office have in place to ensure that your staff is working effectively and efficiently, and avoiding malpractice and liability issues? How do you track deadlines and caseload priorities?
For more established immigration programs you may be asking these same questions if your office does not have standardized case management policies and procedures in place or if your office finds that the current system is not effective in delivering client services.
Having a well-designed case management system is essential to running a responsible legal immigration program. It helps to ensure uniformity, consistency, and high quality work produced by staff, and helps managers more easily supervise a program. For new immigration programs, it is wise to establish a standardized case management system in the early stages of program development, even before services are provided. For established programs it is wise to revisit and revise your current case management policies and procedures to standardize them and ensure they are working for all stakeholders: the parent organization leadership, program director, staff, clients, and funders.
This toolkit reviews the essential components of case management. It provides various resources to help your immigration program design and implement an effective case management system. For organizations providing Violence Against Women Act (VAWA) immigration services, there are additional considerations when designing your case management system noted throughout the toolkit.
The toolkit is divided into three sections: Thinking About Case Management; Developing Case Management Policies and Procedures; and Immigration Case Management Tools consisting of case management database and case management forms. We encourage you to review all sections of this toolkit for a comprehensive understanding of case management system.
- Provides fundamental information about the case management system and its different components.
- Discusses the importance of establishing and documenting step-by-step policies and procedures.
- Provides information about the types of tools available. These include case management databases (software and web-based) and forms commonly used for program management and client services
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