Action Checklist for CHWs and Case Managers

As CHWs and case managers, you are on the front lines of supporting asylum-seeking families. Based on what you and your clients shared, here are key steps you can take to help bridge the gaps:

1. 1. Address Language and Cultural Barriers
   • Always ask what language the client prefers.
   • Have interpreter numbers ready or trusted translation apps when needed.
   • Simplify materials and offer translated versions where possible.
   • Teach clients to ask for help, including how to request interpreters and clarify documents before signing. Help them feel confident saying, “I don’t understand” or “I need help.”
   • Normalize questions - let clients know it’s okay to not understand everything.
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2. 2. Help Clients Navigate Changing Systems
   • Stay informed about local and federal policy changes that may affect service access.
   • Check eligibility rules across programs and explain them clearly.
   • Flag new policies that may cause confusion, and prepare calm, clear messaging.
   • When in doubt, connect with legal partners or immigration advocates who can advise.
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3. 3. Build Trust and Reduce Fear
   • Normalize help-seeking behavior by framing it as strength, not dependency.
   • Clarify what services are safe to use, and which won’t affect their immigration case.
   • Reassure clients that such public health and emergency services are safe to use and do not impact immigration status.
   • Use plain, caring language.
   • Explain confidentiality: Make it clear that personal info shared with you is not shared with immigration.
   • Recognize trauma and past experiences that might make someone hesitant to seek care.
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4. 4. Plan for Mobility
   • Ask early where clients expect to move.
   • Give portable resources (QR codes, links, flyers) they can take with them.
   • Use national directories or multi-state service guides when possible.
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5. 5. Know Your Limits and Your Strength
   • You don’t have to know everything. It’s okay to say, “I don’t know, but I’ll help you find someone who does.”
   • Stay connected to other CHWs, legal teams, and service networks to exchange updates and support.
   • Use this toolkit to guide conversations, locate referrals, and share info.
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Download Action Checklist