Standards for Canadian organizations

2020 Edition

Case Management Definition


Individuals and families who receive Case Management services access and use resources and supports that build on their strengths and meet their service needs.


Case Management services plan, secure, coordinate, monitor, and advocate for unified goals and services with organizations and personnel on behalf of individuals and families.

Intensive Case Management services are provided by a case manager who has an established relationship with the person served and delivers and/or coordinates a comprehensive array of services through ongoing support and frequent contact.

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Note: COA’s Case Management standards apply to stand-alone case management programs. Organizations that provide Foster Care Case Management Services are accredited under COA's Family Foster Care and Kinship Care (CA-FKC) standards and not Case Management.

Note: Please see CA-CM Reference List for a list of resources that informed the development of these standards. 

Note: For information about changes made in the 2020 Edition, please see the CM Crosswalk.