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Switchboard’s Series: Case Management Foundations

Original Publication Date: February 22, 2022
Last Updated: April 2, 2023
Estimated Read Time: 3 minutes

Hosted on March 8, 2022, this training was delivered by Tigest Coleman, Training Officer, Strengths-Based Services, Switchboard; Jess Dalpe, Senior Technical Advisor: Safety and Wellness, IRC; and Loan Mai, Technical Advisor, Mental Health and Psychosocial Support, IRC. 

Do you want to improve your knowledge of case management? Do you want to learn practical ways to support and promote the psychosocial wellbeing of your refugee clients? This is part one of a four-part webinar series on the Fundamentals of Case Management. The series provides a foundational understanding of case management for refugee and immigrant service providers. It presents an introductory body of knowledge, reviews contextual and cultural considerations, and explores best and promising practices in psychosocial support programming. 

Lesson Objectives

By the end of this webinar, you will be able to:


Tigest Coleman, MSW, LCSW, Training Officer, Strengths-Based Services, Switchboard: Tigest is a Licensed Clinical Social Worker with over 18 years of experience working with refugees, immigrants, and other forcibly displaced populations in direct service, supervisory, and management positions. Tigest spent the majority of her career in ORR’s Unaccompanied Refugee Minor Program where she provided client-centered consultations, guidance, and recommended resources for clients, staff, and various community agencies. Tigest has background and experience across a continuum of care from initial intake, service planning, intensive case management, crisis management, advocacy, and client discharge. Tigest holds a deep desire to see all refugees and immigrants receive excellent services that help them heal and embrace their future.            

Jessica Dalpe, MSW, LCSW, Senior Technical Advisor: Safety and Wellness, Violence Prevention and Response Unit, IRC: Jessica is a licensed social worker who has worked in the international social work field for over a decade. She currently works as the Senior Technical Advisor for Safety & Wellness at the International Rescue Committee where she is a program manager for the NCTSN Category II Center for Adjustment, Resilience and Recovery (CARRE). Jessica’s work focuses on generating and integrating evidence-based practices related to gender-based violence and mental health and psychosocial support for refugees, asylum-seekers, and other immigrants in the U.S. who have faced forced displacement. She earned her Bachelor’s degree in Psychology with honors from The College of New Jersey and her Master’s degree in Social Work from Fordham University.    

Loan Mai, PhD., Technical Advisor, Mental Health and Psychosocial Support, IRC: Loan is a Clinical Psychologist and Researcher who has worked nationally with providers on the provision of mental health, substance abuse, and integrated care services for vulnerable populations. With a background in population health and care disparities, Loan provides training on the application of evidence-based practices for cultural populations to address strategic ways to lessen barriers to care and improve care outcomes, particularly in the care for marginalized communities. Her expertise includes direct clinical work with individuals who are severely mentally ill, substance addicted, HIV/AIDS diagnosed, homeless, and struggling with social determinants of health. With 30 years in the field, Loan seeks to provide understanding and support to lessen the impact of vicarious trauma to improve provider self-care, lessen compassion fatigue, and strengthen the provider commitment to their service identity.   

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