2022 Edition

Case Management (CA-CM) 5: Intensive Case Management

Intensive case management services connect individuals and families to a coordinated, comprehensive array of services that meet their ongoing needs.
NA The organization does not provide Intensive Case Management Services.

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Individuals and families who receive Case Management services access and use resources and supports that build on their strengths and meet their service needs.
All elements or requirements outlined in the standard are evident in practice, as indicated by full implementation of the practices outlined in the Practice Standards.
Practices are basically sound but there is room for improvement, as noted in the ratings for the Practice Standards; e.g.,
  • Minor inconsistencies and not yet fully developed practices are noted; however, these do not significantly impact service quality; or
  • Procedures need strengthening; or
  • With few exceptions, procedures are understood by staff and are being used; or
  • For the most part, established timeframes are met; or
  • Proper documentation is the norm and any issues with individual staff members are being addressed through performance evaluations and training; or
  • Active client participation occurs to a considerable extent.
Practice requires significant improvement, as noted in the ratings for the Practice Standards. Service quality or program functioning may be compromised; e.g.,
  • Procedures and/or case record documentation need significant strengthening; or
  • Procedures are not well-understood or used appropriately; or
  • Timeframes are often missed; or
  • Several client records are missing important information; or
  • Client participation is inconsistent. 
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the Practice Standards; e.g.,
  • No written procedures, or procedures are clearly inadequate or not being used; or 
  • Documentation is routinely incomplete and/or missing.      
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
  • Client contact procedures
  • Intensive case management caseload size requirements set by policy, regulation, or contract
  • Documentation of current caseload size per worker
  • Resume or formal agreement with psychiatrist or qualified medical personnel
  • Interviews may include:
    1. Program director
    2. Relevant personnel
    3. Persons served
  • Review case records

Fundamental Practice

CA-CM 5.01

As needed, the organization directly provides, or formally arranges for, and coordinates:
  1. 24-hour crisis intervention;
  2. psychiatric services;
  3. housing services;
  4. medical and dental services;
  5. alcohol and other drug education and treatment;
  6. public assistance and income maintenance;
  7. family support services;
  8. vocational training and job placements; and
  9. transportation.


CA-CM 5.02

Case managers help individuals and families strengthen and manage the quality of their lives by:
  1. initiating change agent activities;
  2. teaching problem solving skills; and
  3. modelling productive behaviours.

Fundamental Practice

CA-CM 5.03

Caseload sizes range between 10 and 15 cases depending on the needs of individuals and families, the goals sought by the intervention, and the frequency of contact.


CA-CM 5.04

The organization makes direct contact with the individual or family at least four times per month.

Fundamental Practice

CA-CM 5.05

A psychiatrist or another qualified health practitioner with experience appropriate to the level and intensity of service and persons served, is responsible for the psychiatric aspects of the program.


The organization may use a consulting psychiatrist or community mental health center with which it has a formal agreement for psychiatric consultation.