Case Management Toolkit: Policies and Procedures

When you are thinking of developing or changing your case management system, solicit your immigration staff to get their feedback. The system works only if it makes sense to those who have to use it. Once you have determined your case management system, document it in a policies and procedures manual. Below you will find samples The rationale behind having a policies and procedures manual is the same as having an operating and human resources manual in your agency. You want to document the information so there is uniformity, accountability, consistency, and high quality of work among staff. Even if you are a small immigration program with one staff member or provide limited immigration services such as VAWA, you still need a case management policies and procedures manual. Every agency has staff turnover. The manual is especially useful during agency transitions to ensure there is no interruption of services and the quality of work provided to clients is maintained.