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Staff members of the Intake and Casework team participate in a staff wellness lunch and arts session.

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At the heart of ̽����ѡ in New Jersey’s work with refugees and vulnerable newcomers is the Intake & Casework (ICW) Team—a dedicated, multicultural, and multilingual group of 37 professionals. This team serves as the first point of contact for clients, helping them navigate complex systems with empathy and skill. Over the past year, the ICW Team has supported nearly 7,000 individuals, offering guidance through everything from healthcare and housing to legal and immigration-related challenges. 

Every day, the ICW Team shows up with resilience, compassion, and a commitment to problem-solving. Whether it's walking a family through the U.S. healthcare system or stepping in during an immigration emergency, they consistently provide the steady, client-centered support that so many depend on. 

Regina Smith, Senior Manager of the ICW Team, reflects on the heart and strength behind the team's impact: 

“I am reminded each day when I engage my teammates that it is because of each person—forming this incredibly strong collective, working together—that we have allowed our clients to feel heard and supported, and know that they can trust us and reach out during difficult moments and joyous ones, too. They have thrived under pressure, using a solutions-oriented approach during some of the most difficult circumstances.” 

A Client Centered Approach 

The ICW team works primarily with non-refugee ORR-eligible populations—including Cuban and Haitian entrants, Ukrainian parolees, and asylees—across Union, Somerset, and Hunterdon counties. Services range from eligibility screenings and case management to financial assistance and career pathway development. 

Using trauma-informed frameworks, the team meets clients where they are, empowering them with tools, resources, and the confidence to create their own paths forward in a new country. Every encounter is an opportunity to affirm a client’s dignity and reinforce their sense of agency. 

Listening and Evolving  

The Intake and Casework team participates in a crisis management training.

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Client feedback is at the core of ICW’s approach. With tools developed by the Client Voice Specialist and Data Coordinator, the team now uses structured feedback mechanisms such as automated grievance channels and proactive exit surveys. These tools help identify areas for growth and ensure that services remain responsive and relevant—especially as legal and policy shifts put clients’ futures in question. 

Adapting to Client’s Needs 

In response to feedback from the Client Voices Project, the ICW team underwent a restructure to better meet the evolving needs of their clients. The reimagined model now includes: 

• An Expanded Intake Team: Intake Specialists now go beyond data collection—offering immediate enrollment, orientation, and resource navigation for eligible and non-eligible clients, all in a single appointment.
• Employment-Focused Services: The Employment Case Management (ECM) team helps Refugee Cash Assistance (RCA) clients move toward self-sufficiency through personalized employment support, job readiness assessments, and placement assistance—backed by partnerships with ̽����ѡ’s Economic Empowerment team.
• Technology-Enabled RCA Payments: A dedicated Cash Assistance Team ensures efficient disbursement and management of cash benefits, leveraging technology to automate workflows, enabling frontline caseworkers to focus more on client-facing support.
• General Case Management for the Most Vulnerable: The General Case Management (GCM) team supports the most vulnerable individuals and families with barriers to self-sufficiency—addressing emergent needs related to housing, mental health, safety, and stepping in when clients need extra support with benefits applications.

Innovation Through Resources and Collaboration 

The team’s impact is further amplified by new tools, like the ̽����ѡ New Jersey Resource Guide and internal and external digital calendars for events and services, which help guide the team's conversations with clients to find the most appropriate services within ̽����ѡ NJ's broad portfolio of services and our network of trusted community partners.

Ongoing collaborations have expanded access to critical services. These include Medicaid education, walk-in wellness hours, and legal orientations for Cuban and Haitian clients, provided in partnership with the Immigration Legal Services team. 

Impact Through Advocacy: A Client’s Journey to Safety 

One powerful example of the ICW team’s work comes from a young Haitian woman, an RCA client in her third trimester of pregnancy, who came to ̽����ѡ’s Elizabeth office in distress. She was seeking safety from domestic abuse and had nowhere else to turn. Her caseworker, using trauma-informed techniques and de-escalation strategies, worked quickly to validate her experience and develop a safety plan.   

After emergency room admission provided short-term shelter, the caseworker and coordinator called 24 hotlines and shelters across the state. Through unwavering advocacy and coordination with hospital staff, the team finally secured a long-term shelter—ensuring the client had a safe space to rest, recover, and begin building a sustainable path forward. 

Intake and Casework staff unwind and unleash their creativity at a staff wellness lunch and crafts session.

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Standing by our Clients in Crisis 

The Intake & Casework (ICW) Team is more than just a program—it’s a lifeline. It represents the ̽����ѡ in New Jersey’s promise to be present, responsive, and unwavering in moments of crisis. Whether it’s providing immediate support during a domestic violence emergency, helping a newly arrived family navigate the healthcare system, or advocating for shelter and safety, the ICW team stands at the frontlines of crisis response. 

Crisis management is one of our three most urgent funding needs for the ̽����ѡ in New Jersey. Your support helps ensure that when emergencies arise, our team can act immediately—providing lifesaving care, protection, and connection to critical resources. 

and stand with us in delivering safety, stability, and hope when it's needed most. 

Written by Development Coordinator Emma Young