At the Cross Cultural Learner Centre (CCLC), our Case Management services are built around Immigration, Refugees and Citizenship Canada’s (IRCC) national Case Management Framework (CMF) – a structured, client-centered model that provides intensive, personalized support for newcomers with complex needs or facing multiple persistent barriers. 

Through the CMF, we work collaboratively with clients and partner agencies to build customized settlement plans that reflect the client’s goals, strengths, and challenges. Our approach ensures that clients receive the right service at the right time – and leave Case Management empowered to continue their journey toward independence and long-term integration in Canada. 

The Case Management Framework provides newcomers with:

• Holistic, client-centered support tailored to each individual or family 

• Strengths-based assessments that recognize the client’s assets, not just their needs 

• Collaborative planning and coordination with service providers across sectors 

• Accountability and transparency through structured documentation and progress reviews 

Our CMF-aligned model includes several core components designed to guide clients through a meaningful and flexible settlement journey: 

1. Comprehensive Intake and Eligibility Assessment 

We start with an in-depth assessment (using the NAARS tool) to understand the client’s needs and settlement barriers considering their skills and strengths.  

2. Customized Settlement Plans 

Each plan is co-developed with the client and outlines actionable goals in areas such as health, housing, education, employment, and community connection. 

3. Timely, Needs-Based Referrals 

We assist clients in connecting with appropriate internal and external services, including: 

• Language and employment programs 

• Mental health and trauma supports 

• Housing and legal assistance 

• Community-based social services 

• Cultural groups 

4. Ongoing Monitoring and Support 

Our Case Managers meet regularly with clients to assess progress, update goals, and adjust services in response to changing circumstances. 

5. Planned Transitions 

We ensure that clients exit Case Management with a clear path forward, connected to general settlement services and confident in their ability to navigate independently. 

Partnering for Success 

Case Management at CCLC thrives through strong partnerships across the settlement ecosystem. We engage regularly with local SPOs, participate in referral network meetings, and co-develop tools and protocols to ensure consistency, collaboration, and client success. 

Referrals To Case Management 

When to Refer: 

Clients who may benefit from Case Management typically face multiple persistent barriers, urgent, or complex challenges such as: 

• Mental health or trauma 

• Chronic health or disability issues 

• Language or literacy barriers 

• Housing instability or family violence 

• Social isolation or systemic discrimination 

Who Can Refer: 

• Internal CCLC staff (e.g., RAP, employment, or general settlement) 

• External IRCC-funded SPOs qualified to conduct NAARS 

• RAP SPOs identifying clients early in resettlement 

Required Documents: 

• A completed NAARS assessment with outcome scores 

• A copy of the client’s individualized settlement plan 

• Consent to exchange information 

• Any additional documentation  

All referrals must be submitted through CCLC’s secure online referral form. Eligibility is determined by our Case Management intake team based on Case Management Eligibility Criteria.