A framework for delivering case management services to newcomers

On this page

• Introduction
  • Purpose
  • Resettlement Assistance Program and Settlement Program
• Strategic vision
  • Vision
  • Desired outcome
  • Strategic goals
  • Guiding principles
• Client referral pathway to case management service provider organizations
• Case management core activities
  • Assessments
  • Direct supports
  • Referrals and client accompaniment
  • Indirect supports
• Reporting
• Conclusion
• Annexes
  • Annex A - Roles and responsibilities in Canada relating to case management in the settlement sector
  • Annex B - Case management common eligibility criteria
  • Annex C - Case management common exit approach
  • Annex D - Case management logic model
• Endnotes

Introduction

Purpose

The Case Management Framework (the Framework) sets out an overarching and comprehensive approach for the delivery of case management services to clients by service provider organizations across Canada under Immigration, Refugees and Citizenship Canada’s (IRCC) Settlement Program. It provides a vision, key objectives, and guiding principles to support cohesive action to more effectively integrate newcomers facing persistent multiple barriers in Canada. 

Published in 2023, the Framework was developed following an extensive consultation process within IRCC and with service provider organizations representatives, which spanned the course of several years. The Framework is intended to be used as a reference document for service provider organizations delivering case management services, and by IRCC staff as one of the bases for drafting the content of contribution agreements, and for conducting activity monitoring. Use of the Framework is also meant to ensure national consistency in the delivery of IRCC-funded case management services to newcomers across the country. While the Framework outlines core activities that should be delivered, it leaves discretion to service provider organizations to determine how to best deliver case management services to their clients.

Resettlement Assistance Program and Settlement Program

IRCC aims to support all newcomers’ successful settlement and integration so that they may participate in and contribute to various aspects of Canadian life. Individual newcomers have had unique life experiences and face unique obstacles, and IRCC’s approach to providing settlement services to newcomers includes helping to facilitate equitable access to settlement programming.

Under the Resettlement Assistance Program (RAP), the Government of Canada helps government-assisted refugees (GARs) and other eligible clients when they first arrive in Canada by providing direct financial support and funding the provision of immediate and essential services.

Financial support includes a one-time start up allowance and monthly income support typically provided for up to one year or until clients can support themselves, whichever comes first. RAP Service Provider Organizations, located in communities across the country except Quebec, deliver RAP immediate and essential services to clients generally within four to six weeks of arrival in Canada, which include:

• Port of entry and reception services;
• Temporary accommodation and assistance with locating permanent accommodation;
• Information and orientation on financial and non-financial information as well as  Adapting to Life in Canada support;
• Links to essential federal and provincial programs; and,
• Needs assessment and referrals to other settlement programs (including case management) and community based services.

IRCC’s Settlement Program services are accessible to all permanent residents – including resettled refugees – up to the point of citizenship. Services are delivered by over 550 service provider organizations abroad and domestically, including immigrant-serving organizations, school boards/educational institutions and other community-based organizations. Settlement services include:

• Needs and Assets Assessment and Referrals
• Language services
• Employment-related services
• Information and orientation
• Community Connections
• Support services; and,
• Case Management services.

These settlement services include tailored services for diverse newcomer populations, including women, youth, racialized individuals, French-speaking clients, seniors, people with a disability, and 2SLGBTQI+ individuals, who often face additional integration challenges.

Ultimately, the goal of integration is to encourage newcomers to be fully engaged in the economic, social, political, and cultural life of Canada. This ultimate goal guides the objectives of IRCC’s Settlement Program and the Case Management Framework itself. 

Strategic vision

Vision

All eligible newcomers have access to and receive the right services at the right time, allowing for their successful settlement and integration so that they may participate in and contribute to various aspects of Canadian life.

Desired outcome

Case management clients increase their capacity to independently access settlement and other services to support their settlement and integration outcomes.

 Strategic goals

The overarching goals for case management are as follows:   

1. To address and support the needs of newcomers with persistent multiple barriers in a consistent, comprehensive, proactive and tailored manner; 
2. To strengthen the clients’ capacity and skills to successfully live independently;  
3. To assist clients with navigating and accessing settlement services and community supports; 
4. That case managers act as a focal point and coordinator for clients’ supports across the settlement and community service sectors.   

Guiding principles

The following principles will inform service provider organizations of the collective action to address case management in Canada’s settlement sector and to reach the strategic goals, in alignment with IRCC’s overall equity commitments.

Gender-based Analysis Plus (GBA Plus)

Case management is informed by the overarching approach of GBA Plus. GBA Plus assesses how diverse people may experience policies, programming and initiatives. It is an intersectional approach, informed by data and evidence. Specific newcomer populations (women, youth, seniors, 2SLGBTQI+ populations, racialized newcomers, and newcomers with a disability) have persistently low socio-economic settlement outcomes and experience distinct integration experiences, challenges, and opportunities. Applying GBA Plus to case management policies and programming contributes to effectively addressing socio-economic inequities for diverse newcomers. 

Gender equality

Gender is central to the migration discussion and significantly shapes the migration trajectory for each individual. Addressing systemic inequities and advancing gender equality is central to the successful integration of migrant women and girls.

It is also critical to address inequities on the basis of sexual orientation, as well as gender identity and expression, for sexual and gender minority migrant populations.

Meaningful engagement of newcomers

People with lived experience as immigrants, refugees and newcomers to Canada, including specific populations, are meaningfully engaged in the development and implementation of settlement policies and programs.

Facilitating meaningful engagement of newcomers and community members helps to ensure that policies and programs are inclusive of different populations and reflect diverse cultures.

Anti-racism

Systemic racism and racial discrimination impact the settlement and integration experiences and outcomes of racialized newcomers. Recognizing and addressing systemic racial disparities is central to the successful integration of racialized newcomers.   

Human rights

The human rights of all clients are recognized and respected, as protected under federal, provincial and territorial laws. Addressing systemic inequities for diverse populations is a priority.

Equitable access

All eligible case management clients, regardless of their demographics, have equitable access to quality information and services from case management professionals and other front-line providers. Recognize that persons with disabilities do not experience barriers to accessibility and systemic ableism in the same ways.

Multi-sectoral approach

Multi-sectoral and multi-disciplinary coordination of case management services and referrals enhances service provider collaboration and provides essential supports for clients requiring targeted supports and expertise.

Evidence-based policy and programs

Policies and programs are consistently developed with, and guided by, the most recent data, research, and other evidence, such as program monitoring and evaluation frameworks.

Trauma and violence-informed practice

Trauma and violence-informed approaches are policies and practices that recognize the connections between violence, trauma, negative health outcomes and behaviours. These approaches increase safety, control and resilience for people who are seeking services in relation to experiences of violence and/or have a history of experiencing violence.

Trauma and violence-informed practice is also a strengths-based framework grounded in an understanding of and responsiveness to the impact of trauma. It emphasizes physical, psychological, and emotional safety for everyone, and creates opportunities for survivors to rebuild a sense of control and empowerment.

Access to settlement services in French

Newcomers should be informed of the existence of services offered in French by Francophone organizations in their area as part of the Francophone Integration Pathway^{Endnote 1} and should be referred to Francophone services providers if it is their preference. When necessary and to the extent feasible, adapted content and/or different delivery methods should be employed, to ensure that the minority population receives services of equal quality to the majority.

Client referral pathway to case management service provider organizations

Case management services are available to all eligible clients of IRCC-funded settlement services if found to be eligible through an assessment that is in alignment with the Framework’s Common Eligibility Criteria (Annex B).

Newcomers determined to be eligible for case management may access this service any time during their settlement period. Case management services may be provided by service provider organizations for a duration of approximately 12-18 months, subject to need.

The common referral pathway for all clients to case management service provider organizations is through a Needs and Assets Assessment and Referrals Services (NAARS) assessment.

Clients may only be referred to a case management service provider organization after they have completed a NAARS assessment with either a RAP or Settlement Program service provider organization. During the NAARS process, a settlement worker will triage the client to determine whether the client is suitable for further case management eligibility assessment. If the newcomer is found to be suitable for an eligibility assessment for case management services, a referral will be made to a case management service provider to perform the eligibility assessment, and to provide case management services, as required.

Case management core activities

Many stakeholders play a role in the delivery of case management in Canada’s settlement sector (Annex A). Under IRCC’s Settlement Program, case management service provider organizations deliver a set of core activities from each of the four areas outlined below – Assessments, Direct Supports, Referrals & Client Accompaniment, and Indirect Supports – in a customized manner to each eligible client:

Long description of Case Management Activities, Outputs and Outcomes diagram

The activities, outputs and outcomes diagram identifies activities, outputs, and outcomes from Case Management.

• Prior to the beginning of Case Management activities, Needs and Assets Assessment and Referrals Services result in clients’ needs and assets identified to address and strengthen during their Case Management participation.
• Case Management is delivered through four core activities, with associated outputs and outcomes:
  • Assessments, including determination of eligibility and level of need, ongoing assessments, and the exit assessment, which results in client pathways being informed by continuous assessment of progress and needs
  • Direct supports, including client navigation and coordination, and Adapting to Life in Canada supports, which results in the outcome of clients developing skills and building their capacity to function in daily life in Canada
  • Referrals, including referrals to IRCC settlement services, referrals to non-IRCC program services, and client accompaniment, which results in the outcome of relevant client needs being met and addressed by referred supports, as well as improved access to community services and reduced barriers to access
  • Indirect supports, including community engagement, resources and training for Case Management organizations and staff, which results in improved access to community services and reduced barriers to access.
• These immediate outcomes all result in the ultimate outcome of clients reaching capacity to access settlement and other supports independently to support further settlement and integration outcomes.

Assessments

Eligibility

The case management journey begins with an assessment of the client’s eligibility to access this service. This involves the administration of a Case Management Eligibility Assessment to the client by the service provider organization using the Common Eligibility Criteria (Annex B). The Case Management Eligibility Assessment is a comprehensive assessment of the individual needs of the client against multiple factors that pose persistent barriers to settlement and integration if left unaddressed, such as:

• basic needs in complex situations (e.g., food security and health);
• adapting to life in Canada (e.g., ability to navigate community systems such as transportation/education/health systems and perform activities of daily living independently); and/or
• physical and psycho-social well-being (assessing need for further assessment by clinical/mental health professional, connections to community supports and resources, including trauma and violence-informed counselling supports, particularly in the context of suspected or confirmed sexual and gender-based violence, and/or abuse of children or seniors).

The results of the initial Case Management Eligibility Assessment will also determine whether a client is High Needs (requiring ongoing, high-level intervention and coordination on numerous issues on the settlement plan) or Low Needs (client requiring assistance with settlement plan navigation, assistance with integration beyond general settlement services and light coordination of services). The level of determined client need, high or low, will impact the case/staff ratio as well as frequency of meetings (see Annex B for more detail).

Where relevant and when appropriate, case management clients should be assessed at the family level.

Ongoing

A key component of case management involves the ongoing assessment of each client by an assigned case worker. The case worker will follow up with clients at regular intervals to check-in on the wellbeing of the client, determine whether the client has obtained and benefitted from the referrals, review collaboratively and update the client’s settlement plan (e.g., needs level) and track progress.

Periodic assessments should occur quarterly and be documented in writing. These may take place either as a dedicated assessment meeting or may occur less formally as adjacent to a client navigation session. Each quarterly assessment should consider whether case management services are still required and whether a client will be ready for an exit assessment. If through the quarterly assessment it is found that case management services are still needed, the case worker should determine what adjustments to the case management and settlement plan may be required. Quarterly assessments will continue until a client is assessed as ready to graduate from case management, at which point the case worker will conduct a formal exit survey.

Exit

The active case management of a client will typically last from 12 to 18 months, depending on the needs of the client. The delivery of case management services to clients will conclude once it is determined that a client’s needs are no longer critical and they are able to independently access mainstream settlement services. An exit survey, aligned with the Common Exit Approach (Annex C) will be conducted by the assigned case worker to confirm whether clients should be transitioned off case management support.

A final referral to IRCC’s Settlement Program services should occur at the conclusion of case management services.

Direct supports

Client navigation & coordination

The Case Worker will deliver personalized and targeted supports to address client needs, strengthen personal capacity, and foster independence. Individual or family sessions conducted by the assigned Case Worker may entail: providing orientation to services; working through any issues or life changes that might arise; coordinating and planning of short, medium, and long-term goals; reviewing options to ensure a clear understanding of the settlement plans for each adult within the family unit; supporting the navigation of the various social structures that comprise life in Canada (e.g., legal, education, health, communities).

Adapting to Life in Canada

Adapting to Life in Canada supports clients who may have higher needs. It is delivered once clients have moved into permanent accommodations. It is meant to build on clients’ current skill sets, and to assist them in acquiring the specific knowledge and skills required for living independently in their new community. The information and support provided should be culturally appropriate; gender responsive (e.g., recognition of the different needs, priorities, opportunities, and barriers to successful integration for women and girls); client focused (e.g., considerations based on age, disability, or interest in connecting with targeted programming for 2SLGBTQI+ or senior populations, etc.) and in the client’s own language (provided with translation or interpretation) if desired and appropriate to do so. There may be existing relationships within different communities – the risk of disclosure of personal information must be considered when relying on a translator or interpreter from a shared community). Clients who will receive this support may require more guidance in order to become independent, even after receiving the basic suite of RAP services (if applicable).  Adapting to Life in Canada under case management is intended to enhance and complement the Adapting to Life in Canada received under the Resettlement Assistance Program.

Examples of Adapting to Life in Canada could include:

• Transportation (use of public transportation, how to navigate transit system, etc.)
• Home maintenance (use of appliances, maintaining fresh air, food storage/safety, etc.)
• Connecting with local community and religious organizations  

Referrals & client accompaniment

Referrals

Working from the initial eligibility and needs assessment, case management service provider organizations are required to coordinate referrals to settlement services, as well as other government and broader-based community services based upon client needs. Follow-up is also required to ensure linkages are made between the client and needed services.

For example, referrals may include:

• Settlement services offered by other IRCC-funded agencies, such as group Information & Orientation sessions, formal or informal language or employment programming, youth or family specific settlement activities such as the Settlement Workers in Schools (SWIS) Initiative, etc.
• Employment programming or social service programs offered by other Federal Government departments (e.g., CRA tax benefits and credits for newcomers), or Provincial/Municipal governments.
• Health, family or other community-based programs and services to support the health, wellness, basic needs and daily living of the individual and the family unit (e.g., food hampers/community pantries, low-income city transit passes where relevant).

Client accompaniment

Following referrals, assistance may be provided to clients through direct accompaniment to appointments/services in the community (e.g., related to physical and mental health, education, housing) that the client is unable to navigate on their own, which do not require support by the Case Manager. Case management service provider organizations should refer to Settlement Program Support Services for guidance on when translation and interpretation services should be made available.  

Indirect supports

While the vast majority of services delivered under case management are direct services to clients, indirect supports seek to enhance capacity in the IRCC-funded settlement community to optimize case management client outcomes. Indirect supports may include: community engagement and partnerships for local planning and coordination (e.g., employers, community organizations, other levels of government and public institutions); resources and training for case management service provider organizations and their staff that help build their capacity to support newcomers with persistent multiple barriers in Canada on behalf of case management clients.

Reporting

Reporting by case management service provider organizations to IRCC is critical to fulfilling IRCC’s performance measurement responsibilities, in order to understand the results achieved by the Government of Canada’s settlement investments, to help address challenges or gaps that may exist, and to inform future programming. All reporting must be satisfactory to the Department in terms of scope, detail, format and frequency in order to support the Performance Measurement Strategy and eventual evaluation for the Settlement Program.

Case management service provider organizations will need to document and report upon standardized client information obtained as part of the initial eligibility, ongoing/periodic and exit assessments. Reporting may also include the submission of progress reports, and the completion of periodic and annual reports containing statistical and narrative information about results achieved against the case management and Settlement Program objectives and outcomes (Annex D).

Reporting will involve the input of electronic data on clients and services delivered under the Settlement Program into a national database designated by IRCC.

Conclusion

Informed by key stakeholders, the Case Management Framework serves as a policy guidance document that lays out a common approach to the delivery of case management services across IRCC’s Settlement Program. The Framework aims to provide guidance to organizations that are currently delivering case management activities under IRCC’s Settlement program, and will serve as a foundation for the delivery of case management services under future Settlement Program Calls for Proposals.

Regular monitoring, evaluation and ongoing adjustments over time will be critical to achieving shared goals. That is why IRCC has developed common outcomes and indicators for settlement service provider organizations across Canada that will permit them to consistently measure their progress and guide their respective priorities for case management.

The Framework marks an important step towards more equitable access to settlement services and, ultimately, successful integration for all newcomers to Canada. However, there is still significant work ahead to implement the Framework in a consistent way across the country, and updates to the Framework are anticipated over time, based on lessons learned. Ongoing multi-sectoral collaboration will continue to be required to continue to identify innovative approaches to improve how we work together to support newcomers living with persistent multiple barriers to integration. IRCC is committed to regular, ongoing engagement with key stakeholders in the settlement sector, to continue to exchange experiences, encourage innovation and enhance collaboration across Canada.

Annexes

Annex A - Roles and responsibilities in Canada relating to case management in the settlement sector

Case management service provider organizations funded under IRCC’s Settlement Program are responsible for delivering case management services to eligible clients who have been referred via a Needs and Assets Assessment and Referrals Services (NAARS) assessment. These services include the eligibility assessment, client navigation and coordination, referrals and client accompaniment, and other services outlined in Section 4 of this framework. Organizations are responsible for ensuring services are delivered by qualified professionals in an effective and timely manner, and for reporting on activities and results to IRCC.

General service provider organizations funded under IRCC’s Settlement Program are responsible for triaging clients who have completed a NAARS assessment to determine whether the client is suitable for further case management eligibility assessment. If the newcomer is found to be suitable for an eligibility assessment for case management services, a referral will be made to a case management service provider to perform the eligibility assessment, and to provide case management services, as required. If a client has not had a NAARS and the service provider organization believes that they would benefit from case management, the service provider organization should refer the client for a NAARS assessment and to generate a referral to a case management service provider organization (who will then perform the eligibility assessment and provide case management services, as required). For clients who are found ineligible for case management, service providers should continue to navigate these newcomers towards specialized services through referrals and other direct services funded by IRCC’s Settlement Program (e.g., Support Services that Enable Clients to Access Services, Information and Orientation, Community Connections).

Service provider organizations funded under IRCC’s Resettlement Assistance Program (RAP) are responsible for generating referrals to case management by undertaking a NAARS assessment of all RAP clients. If the RAP client is found to be suitable for an eligibility assessment for case management services, a referral will be made to a service provider organization funded under IRCC’s Settlement Program (who will then perform the eligibility assessment and provide case management services, as required).

At the end of the RAP service delivery period, typically after the client moves into their permanent accommodation or up to 4-6 weeks after the clients’ arrival in Canada, RAP providers are expected to carry out an exit assessment to ensure that all RAP services have been received. The RAP exit assessment will determine any remaining immediate and essential needs, while clearly identifying those which the RAP service provider organization will address through their own services, and those which will be addressed by the case management service provider organization. RAP exit assessment results will be shared with the client’s case management worker to ensure seamless service delivery.

The role of the federal government - Immigration, Refugees and Citizenship Canada (IRCC) specifically - is to promote the successful integration of newcomers into Canada, while respecting provincial and territorial areas of jurisdiction. IRCC is responsible for developing policies and guidelines for settlement programs, including case management; developing and funding settlement programs; ensuring policies and programs are developed in a consultative manner, involving key stakeholders; program monitoring and evaluation; and supporting innovation with respect to case management service delivery.

Provincial and territorial governments are responsible for providing various services that case management clients may benefit from and be referred to as part of case management. This includes delivery of health services as well as employment programming.

Local authorities are similarly responsible for providing services that case management clients may benefit from and be referred to. This may include services to promote health; home and community care; mental health and addictions services; food hampers/community pantries; and access to low-income city transit passes where relevant.

Civil society, including community-based and other non-governmental organizations, takes action to improve equitable access to settlement services for all newcomers; delivers education and awareness initiatives; and advocates for programs and services that benefit both individual newcomers and communities.

People with lived experience as newcomers to Canada have a key role to play in the development and implementation of policies and programs to support the settlement of newcomers to Canada, including by participating in consultations led by the federal government.

The academic sector has a role to play in undertaking research to better understand case management; identifying new innovative approaches to settlement and integration for newcomers in Canada living with persistent multiple barriers; and, educating settlement and case management professionals.

Annex B - Case management common eligibility criteria

Under IRCC’s Settlement Program, clients must meet at least one criterion from each of the three columns to be eligible for case management services^{Endnote 2}. The “Other Factor” criterion may be used once in lieu of the numbered criteria under the three columns. Recommended approaches for low and high needs clients are outlined in the fourth column.  

Annex C - Case management common exit approach

1. Case management graduation, or client exit, should be directed by objective indicators of readiness, in addition to being client-directed. Criteria for graduation should be discussed early in the client–case manager relationship.
2. A client’s planned discharge from case management occurs when the client has graduated to being able to independently access settlement and other services, is connected with all necessary medical and psychiatric care, and is connected with any additional support services that may be required as outlined in their settlement plan.
3. To ensure that a graduation is “successful,” the client must have progressed to the point where persistent multiple needs (e.g., physical/mental health factors, family/community/structural factors) no longer present barriers to accessing settlement services.
4. Service provider organizations should maintain a clear policy surrounding the process of a planned client exit, covering the following aspects:
   • Case managers must be of the opinion that the client can maintain stability in key areas of the individual’s life (e.g., family, community, medical, housing, employment) without case management services.
   • Case managers must connect the client with other community services and resources as appropriate – including Settlement Program services – and arrange for the timely transfer of information between various service provider settings (with client consent).
   • Case managers and the client must review the client’s settlement plan to confirm that the client’s goals have been, or can be met without case management support.
   • The evidence-based tool used at intake is re-administered with the client to assess their progress and confirm readiness for independent living/access of supports.
   • The client must be made aware of how to access case management services again in the future.
5. Clients seeking to re-access case management services after graduation will be subject to another eligibility assessment and updated settlement plan.

Annex D - Case management logic model

Long description of Case management logic model diagram

The logic model identifies two main areas of activity: Program management and program delivery.

• Within program management, activities include both Policy and Engagement, and Sector Capacity Building
• Each of these activities results in specific outputs. Policy and engagement results in policy direction, program design, program administration, research on promising practices, data collection, monitoring and analysis of Case Management effectiveness, communication and stakeholder engagement, including within the sector and external organizations. The Sector Capacity Building activities results in professional development for Case Management organizations and staff, and the design, piloting and implementation of monitoring tools.
• These outputs result in specific immediate outcomes. Policy and engagement outputs result in program design and delivery that is based on evidence and engagement in the immediate term. Sector capacity building outputs result in the sector having appropriate capacity to deliver case management services in a consistent manner in the immediate term. Both policy and engagement and sector capacity building outputs result in high-quality, flexible, accessible and standardized case management deliver in the intermediate term.
• Within Program delivery, activities include the following:
  • Enabling Services, which are comprised of Needs and Assets Assessment and Referrals through the Settlement Program, as well as Support Services delivered under the Case Management stream
  • Case Management Core Activities, which are comprised of Assessments, Direct Supports, Referrals, and Indirect Supports
• Program delivery is separated into two areas: Enabling Services and Case Management Core Activities
• Enabling Services are divided into two activity streams: regular Settlement Program and the Case Management Stream. Activities under the Settlement Program include the Needs and Assets Assessment and Referrals. Activities the Case Management Steam include Support Services.
• Each of these activities result in specific outputs. Needs and assets assessment and referrals results in needs and assets assessments, referrals to Case Management Stream, and settlement pathways and plans. Support services include child care, transportation, translation, interpretation, short-term counselling and provisions for those with disabilities.
• These outputs result in specific immediate outcomes. The Needs and assets assessment and referrals results in case management clients effectively identified and referred to Case Management programming. Support services result in clients having access to support services that enable them to overcome barriers to accessing case management services. Both needs and assets assessment an referrals and support services outputs result in client access to case management being facilitated as an intermediate outcome.
• Case management Core activities are divided into four distinct activities that result in specific outputs. Assessments include case management eligibility determination, ongoing assessments, and the exit assessment. Direct supports include client navigation and coordination and Adapting to Life in Canada. Referrals include referrals to IRCC settlement program services, referrals to non-IRCC program services, and client accompaniment. Indirect supports include working with local systems and organizations, and resources and training for Case Management organizations and staff.
• Each output results in immediate outcomes. Assessments result in client pathways informed by assessment of needs, levels and progress monitoring. Direct supports result in clients developing skills and capacity to function in daily life in Canada. Referrals result in clients’ needs being met and addressed by referred supports. Indirect supports, as well as referrals, result in improved access to community services.
• These immediate outcomes result in the overall intermediate outcome: Clients are able to independently access settlement and other supports to further address their settlement and integration needs (upon program graduation). The ultimate outcome from these activities is that successfully integrated clients contribute to Canadian society and benefit Canada.