Resettlement Assistance Program (RAP): Income support management: Monitoring

This section contains policy, procedures and guidance used by Immigration, Refugees and Citizenship Canada staff. It is posted on the Department’s website as a courtesy to stakeholders.

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Client support monitoring

If a RAP officer finds it necessary to follow up with a client after a reported incident or allegation, or where additional settlement needs above-and-beyond the typical suite of RAP services are necessary, the officer may wish to complete a client support monitoring report to identify where possible courses of action could benefit the situation.

Refer to a sample of the client monitoring report.

The information below identifies sections on the client monitoring report that can be removed or added to cultivate the information required to facilitate a recommended course of action on the case.

  • Participation:
    • What is the level of participation in the range of services provided?
  • Trends:
    • Are there trends that suggest a follow-up with RAP or other community-based SPOs are required?
    • Are there trends that indicate the need for a review of program policy or operations?
  • Services:
    • Are there certain services of which clients do not usually avail themselves?
    • Is there any consistent reason provided for this pattern?
    • What services are viewed as the most beneficial?
    • What services are viewed as the least beneficial?
    • What service gaps are identified?
    • Are alternate service delivery methods suggested for specific services?
  • Referrals:
    • To which broader-based services are refugees most often referred?
    • Do refugees follow up on the referrals made?
    • If not, is there a consistent reason that can be identified?
    • What is the experience of those refugees who follow-up on referrals?
  • Issues:
    • Are there settlement issues that are gender specific?
    • Are there health issues identified for any particular group from particular world areas?
    • Are there settlement issues specific to a particular refugee group?

Reporting information

Serious situations involving legal offences need to be referred to the IRCC local Manager and NHQ-IN for concurrence on a recommended approach to the situation.

To report offences such as child abuse is to follow established provincial and territorial guidelines and legal requirements.

Learn about courses of action to take against Fraud.

The Refugee Resettlement Program Performance Information Profile (PIP)

The Refugee Resettlement Program Performance Information Profile (PIP) is a strategy to assist IRCC in monitoring and assessing outcomes of six distinct sub-program streams within Refugee Resettlement including RAP.

The Refugee Resettlement PIP contains a logic model, on-going performance measurement (PM) indicators measuring expected immediate, intermediate and ultimate outcomes and a reporting schedule for the overarching Refugee Resettlement Program which includes RAP as one of its sub-programs. The PM indicators specifically relevant to RAP include the number of clients served by RAP services, the extent to which RAP services were useful and accessible, and the extent to which stakeholders (IRCC, Service Providers, RAP clients) report that the immediate and essential needs of RAP clients were met. PM information will be collected through iCARE, IRCC’s Global Case Management System (GCMS) and through a combination of surveys with Refugee Resettlement Program stakeholders to be administered by the Department.

For more information

More information on the immediate and essential services provided under the RAP can be found in the RAP Delivery Handbook.

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