Falling Through the Cracks: Case Management of Clients Accessing Services in A Settlement Agency, Edmonton, Alberta

Abstract

Immigrants and refugees need access to a wide range of services upon arrival to Canada and during settlement. This paper presents a study utilizing case study methodology to explore a settlement agency’s care coordination process for clients who are accessing services for complex issues in Alberta. The aim of the study is to develop a case management framework to meet the needs of the agency’s clients. Data was collected from three focus group with 20 frontline staff and three in-depth individual interviews with team supervisors. Barriers hindering the coordination of client care within and outside the agency, as well as strategies and interventions for addressing these barriers will be discussed. Findings from this study will inform the agency’s policies and practices to strengthen care coordination for immigrants and refugees

Keywords: case management, care coordination, settlement agency, immigrants, refugees

Faculty Mentor: Dr. Hellen Gateri