Case Management

Learning Objectives–At the end of this module, you will be able to:

  1. identify components of an inclusive case management process for LGBTQ2S youth
  2. revise your case management process to be inclusive for LGBTQ2S youth

During our focus groups here are some the feedback youth shared with our facilitators:

  • Resident/staff compatibility taken into account (primary worker assignment/relationship)
  • No discrimination from staff
  • Staff ask youth what terms/labels the youth identifies with
  • Helpful to have a case manager that identifies as LGBTQ2S
  • Organization and staff need to be transparent relationships with youth
  • More staff involvement with promotion of acceptance/understanding of LGBTQ2S youth.
  • Use of Pronouns
  • Zero tolerance of homophobia/transphobia be enforced
  • Trained staff (including training to understand the trans* spectrum) and yout don’t train staff
  • Improved staff hiring practices–set a high standard for training and aptitude. Also staff are committed to working with youth as partners (ensuring they aren’t just there for a paycheck, interested in youth wellbeing)
  • Trans inclusive living spaces/washrooms
  • Spiritual space (smudging, prayer space, etc)
  • Inclusive programming (LGBTQ2S specific groups, separate Trans groups)
  • Accessible clothing options (not just women’s clothing options at a women’s shelter)
  • Information/pamphlets available on binding, hormone availability, safe practices, available programs and resources or knowledge on where to get this information.
  • Be aware of same sex relationship violence and have supports for youth who require assistance
  • Transport supports–be able to offer transit subsidies so youth can access required external services


You are probably doing many if not all of these.

  1. Consider the personalities and the needs identified by youth when pairing youth with a case manager. For example when pairing a trans identified youth considering pairing them with a staff person who has experience and knowledge of trans issues.
  2. Staff need to receive LGBTQ2S inclusivity training. This toolkit is a good start, but it doesn’t replace in person in depth training. This may be a challenge in some smaller and remote communities.
  3. Staff need to intervention when they directly hear or are informed of incidents of homophobia, biphobia and/or transphobia. It is important for youth to see that we are serious when we claim our spaces to be safe enough for LGBTQ2S. This intervention needs to happen in the moment. It is important to have a process in place for such incidents to ensure your response is consistent.
  4. It is strongly recommended that youth participant in anti-oppression/inclusivity workshops. One topic to cover is LGBTQ2S. Not all homophobic, biphobic and/or transphobic are from a place of malice. For many it is ignorance. Because of homophobia, biphobia and transphobia are so embedded in our culture, many youth may not understand the impact of microaggression like saying “That’s so gay”. Education and awareness raising are the best tools to prevent homophobia, biphobia and transphobia. These workshops need to be a mandatory component of your case management plan with youth.
  5. Some organizations have youth sign off on an inclusivity promise before entering the program. You may want to consider incorporating one of these in your case management plan. When a youth submits their signed promise form, staff can have a conversation with youth about what this means and outline the consequences for breaking the promise.

Do you have any recommendations to add? Please add them as a comment on this page and we will add them to the list.


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