Earn Your Certificate in Intensive Case Management for Addictions and Homelessness – Online at KWH Academy
KWH Academy’s Intensive Case Management for Addictions and Homelessness Certificate Program is designed to equip current and aspiring social service professionals with the advanced skills and knowledge required for effective case management. This comprehensive 5-week program walks you through every phase of the case management process—from client intake and assessment to referrals and case termination.
Program Highlights:
Step-by-step training in case management best practices
In-depth modules on ethics, cultural competence, and communication
Practical tools for building client service plans and navigating legal/ethical considerations
Real-world strategies for collaborating with healthcare providers, shelters, addiction counselors, and community organizations
By the end of the program, you’ll be ready to confidently step into a professional Case Manager role in social services, mental health, housing support, or addiction recovery.
🎯 Career Opportunities for Case Managers in Canada
Average Salary: $65,000/year*
Projected Job Openings (2019–2028): 49,000+**
*Source: Glassdoor **Source: Canada Job Bank
Who Can Apply?
Anyone looking for a career shift or entering the social services sector
High school graduates with an Ontario Secondary School Diploma (OSSD)
Applicants with international education credentials (must be translated and assessed for equivalency)
In just 5 weeks, gain hands-on training in intensive case management, ethics, cultural competence, and communication. Learn to build client-centered plans, navigate legal considerations, and collaborate with community partners to confidently support individuals and families.
Career Opportunities After Completion
Case Workers
Client Support Workers
Rehabilitation Assistants
Youth or Family Support Workers
Social Services Assistants
What You’ll Gain
40 hours of comprehensive online training
Choice of self-paced or instructor-led learning
Hands-on, real-world job skills valued by employers
Employment support and job search coaching
Over 100 hours of optional practicum placement
Ongoing career guidance and résumé assistance
Intensive Case Management Certificate Program Overview
This comprehensive training program is designed to equip professionals in human services with the skills and knowledge to support clients through structured, ethical, and client-centered case management practices.
MODULE 1: Foundations of Case Management Practice
Chapter 1 – Understanding Case Management
Exploring definitions, roles, and responsibilities
Planning client transitions and designing effective interventions
Chapter 2 – Ethical and Professional Responsibilities
Overview of key ethical principles in human services
Navigating boundaries and resolving value conflicts
Upholding clients’ rights: confidentiality, privacy, and privileged communication
Chapter 3 – The Ecological Perspective
Introduction to the ecological model and its levels
Micro level: Individual client factors
Macro level: System-wide advocacy and interventions
Recognizing the importance of environmental context
MODULE 2: Building Clarity and Professional Attitudes
Chapter 4 – Developing Cultural Competence
Enhancing cultural awareness and communication
Ethical duties in diverse settings
Managing uncertainty and communication challenges
Key cultural dimensions and barriers to understanding
Chapter 5 – Managing Attitudes and Boundaries
Identifying constructive helping attitudes
Avoiding discouraging behaviors
Recognizing individuality in clients
Understanding transference, countertransference, and harmful boundaries
Chapter 6 – Clarifying Responsibility for Problems
Exploring power dynamics in the helping relationship
Determining ownership: client’s, worker’s, or shared
MODULE 3: Mastering Communication Skills
Chapter 7 – Effective and Ineffective Communication
Understanding communication as a process
Identifying twelve communication blockers
Practicing constructive response strategies
Chapter 8 – Reflective Listening Techniques
Defining reflective listening
Responding to both emotional and factual content
Benefits of listening reflectively for client engagement
Chapter 9 – Questioning Techniques
When and how to ask the right questions
Differences between open and closed questions
Strategies for reducing discomfort in sensitive discussions
Chapter 10 – Discussing Difficult Topics
Respectful confrontation methods
Exchanging perspectives using “I” statements
Gaining permission to offer suggestions
Advocacy without being overbearing
Chapter 11 – Handling and De-escalating Anger
Causes of client anger and why it matters
Avoiding critical mistakes in conflict
Four-step process to defuse anger
Ensuring workplace safety during challenging interactions
Chapter 12 – Supporting Change Collaboratively
Understanding the process and stages of change
Addressing resistance and ambivalence
Encouraging progress through skillful communication
Exercises to foster positive behavior change
Chapter 13 – Applying Skills Through Practice
Integrating communication tools and professional attitudes in real scenarios
MODULE 4: Client Engagement and Assessment
Chapter 14 – Initial Client Contact and Documentation
Best practices for recording client inquiries
Assessing motivation and emotional readiness
Preparing verification and follow-up forms
Chapter 15 – Conducting the First Interview
Clarifying roles and setting expectations
Planning and executing the first client meeting
Chapter 16 – Gathering Social Histories and Assessments
Collecting comprehensive social backgrounds
Structuring and writing client profiles
Using assessment tools and technology
Conducting assessments at home or on-site
Chapter 17 – Introduction to the DSM
Using the DSM-5 diagnostic system
Assigning diagnostic codes and handling multiple conditions
Addressing unclear or missing diagnoses
Chapter 18 – Conducting Mental Status Exams
Observational skills for assessing mental status
Using a structured examination format
Chapter 19 – Managing Client Information
Sharing and receiving information responsibly
Completing and managing release forms
Navigating sensitive information requests
MODULE 5: Planning Services Collaboratively
Chapter 20 – Creating an Individualized Service Plan
Involving clients and families in planning
Linking assessments to service goals
Recognizing client strengths and barriers
Goal setting and customized planning
Chapter 21 – Preparing for Planning Conferences
Defining meeting objectives and structure
Collaborating with interdisciplinary teams
Presenting client cases effectively
Chapter 22 – Making Referrals and Building the Client Record
Coordinating timelines and completing referral forms
Organizing essential client documents
Chapter 23 – Documentation and Best Practices
Writing clear, objective notes
Meeting government and agency standards
Maintaining factual records, avoiding bias
Documenting consent, changes, and follow-ups
MODULE 6: Monitoring Progress and Case Closure
Chapter 24 – Monitoring Services and Interventions
Tracking service delivery and outcomes
Collaborating across agencies
Advocating for client needs and responding to crises
Chapter 25 – Setting Goals and Objectives at the Agency Level
Ensuring client engagement and ownership
Designing realistic and measurable goals
Integrating treatment plans and expected outcomes
Chapter 26 – Ending the Helping Relationship
Planning for successful case closure
Preparing a thorough discharge summary
Chapter 1 – Understanding Case Management
Exploring definitions, roles, and responsibilities
Planning client transitions and designing effective interventions
Chapter 2 – Ethical and Professional Responsibilities
Overview of key ethical principles in human services
Navigating boundaries and resolving value conflicts
Upholding clients’ rights: confidentiality, privacy, and privileged communication
Chapter 3 – The Ecological Perspective
Introduction to the ecological model and its levels
Micro level: Individual client factors
Macro level: System-wide advocacy and interventions
Recognizing the importance of environmental context
Chapter 4 – Developing Cultural Competence
Enhancing cultural awareness and communication
Ethical duties in diverse settings
Managing uncertainty and communication challenges
Key cultural dimensions and barriers to understanding
Chapter 5 – Managing Attitudes and Boundaries
Identifying constructive helping attitudes
Avoiding discouraging behaviors
Recognizing individuality in clients
Understanding transference, countertransference, and harmful boundaries
Chapter 6 – Clarifying Responsibility for Problems
Exploring power dynamics in the helping relationship
Determining ownership: client’s, worker’s, or shared
Chapter 7 – Effective and Ineffective Communication
Understanding communication as a process
Identifying twelve communication blockers
Practicing constructive response strategies
Chapter 8 – Reflective Listening Techniques
Defining reflective listening
Responding to both emotional and factual content
Benefits of listening reflectively for client engagement
Chapter 9 – Questioning Techniques
When and how to ask the right questions
Differences between open and closed questions
Strategies for reducing discomfort in sensitive discussions
Chapter 10 – Discussing Difficult Topics
Respectful confrontation methods
Exchanging perspectives using “I” statements
Gaining permission to offer suggestions
Advocacy without being overbearing
Chapter 11 – Handling and De-escalating Anger
Causes of client anger and why it matters
Avoiding critical mistakes in conflict
Four-step process to defuse anger
Ensuring workplace safety during challenging interactions
Chapter 12 – Supporting Change Collaboratively
Understanding the process and stages of change
Addressing resistance and ambivalence
Encouraging progress through skillful communication
Exercises to foster positive behavior change
Chapter 13 – Applying Skills Through Practice
Integrating communication tools and professional attitudes in real scenarios
Chapter 14 – Initial Client Contact and Documentation
Best practices for recording client inquiries
Assessing motivation and emotional readiness
Preparing verification and follow-up forms
Chapter 15 – Conducting the First Interview
Clarifying roles and setting expectations
Planning and executing the first client meeting
Chapter 16 – Gathering Social Histories and Assessments
Collecting comprehensive social backgrounds
Structuring and writing client profiles
Using assessment tools and technology
Conducting assessments at home or on-site
Chapter 17 – Introduction to the DSM
Using the DSM-5 diagnostic system
Assigning diagnostic codes and handling multiple conditions
Addressing unclear or missing diagnoses
Chapter 18 – Conducting Mental Status Exams
Observational skills for assessing mental status
Using a structured examination format
Chapter 19 – Managing Client Information
Sharing and receiving information responsibly
Completing and managing release forms
Navigating sensitive information requests
Chapter 20 – Creating an Individualized Service Plan
Involving clients and families in planning
Linking assessments to service goals
Recognizing client strengths and barriers
Goal setting and customized planning
Chapter 21 – Preparing for Planning Conferences
Defining meeting objectives and structure
Collaborating with interdisciplinary teams
Presenting client cases effectively
Chapter 22 – Making Referrals and Building the Client Record
Coordinating timelines and completing referral forms
Organizing essential client documents
Chapter 23 – Documentation and Best Practices
Writing clear, objective notes
Meeting government and agency standards
Maintaining factual records, avoiding bias
Documenting consent, changes, and follow-ups
Chapter 24 – Monitoring Services and Interventions
Tracking service delivery and outcomes
Collaborating across agencies
Advocating for client needs and responding to crises
Chapter 25 – Setting Goals and Objectives at the Agency Level
Ensuring client engagement and ownership
Designing realistic and measurable goals
Integrating treatment plans and expected outcomes
Chapter 26 – Ending the Helping Relationship
Planning for successful case closure
Preparing a thorough discharge summary
Start your journey toward a rewarding career helping individuals overcome homelessness and addiction. Join KWH Academy’s Intensive Case Management Certificate Program and make a meaningful impact in your community
