Module 6 Introduction

Settlement and social service providers require a range of skills and knowledge to appropriately and effectively support immigrant and refugee clients. Module 6 reviews the nature of settlement and counselling skills to ensure optimal communication and a collaborative client relationship. It then reviews case-management skills to assess, plan and work toward agreed-upon goals with the client. The module also outlines strategies for providing trauma-informed services. Service providers will learn how to respond to specific client situations, such as how to maintain professional boundaries, when to refer a client to specialized services and how to support a client in crisis.

At the end of this module you will be able to

• Describe active listening, empathy and collaborative relationships.
• Define professional boundaries, emotional expressiveness and countertransference.
• Identify key principles in trauma-informed care and counselling.
• Describe crisis-management skills.
• Explain how to assess and manage the potential risk of client self-harm.
• Review best practices in settlement counselling and case management.