Outreach & Engagement

ICMS Outreach & Engagement Tip Sheet

Supporting Case Managers in Complex Field Work

This downloadable tip sheet offers trauma-informed, participant-centered strategies for building trust, conducting outreach, and navigating engagement challenges in ICMS. Designed for real-world use, it brings together HFH’s core principles, best practices, and actionable tools—all in one place.

Rooted in HFH Core Principles

Participant-Centered 

Meet people where they’re at.

Prioritize their experiences, needs, and preferences 

Trauma-Informed

Respect, empathy, individualized, non-judgmental, non-coercive. 

Instill humanity in people who may have lost faith in themselves.

Harm Reduction 

Focus on increasing safety and comfort without requiring abstinence.

Housing First 

Connecting participants to permanent housing as quickly as possible without barriers or preconditions.

Equity, Diversity, Inclusion, Anti-Racism (EDIA)

Promote fair treatment and full representation, especially for historically marginalized groups.

Whatever it Takes for as Long as it Takes  

Ongoing, collaborative efforts to support case complexities.

Outreach Action Steps

Tip: ICMS and outreach begin the moment a participant enters a CHAMP slot.

Tip: Write quick bullets in notebook summarizing encounters, then use to write full case notes later.

Ongoing Trainings and Clinical Supervision are Vital 

Follow-Up & Re-Engagement Flow

Tip: Have a coffee together or meet at a fast food spot.

It Takes a Village  

• Collaborate w/ Care Team: HSSP/FSP, ECM, Caregiver, BC, PCP, IH 
• Involve friends and family wherever possible to build community 
• By engaging more in their community, others engage more with you 

All Action Steps Should be Participant-Centered 

• You don’t know where someone’s at until you actively listen to them 
• Speak to someone eye-level; don’t stand over them 
• Believe participants and try to validate what they are saying 
• No shame and no blame 
• Focus on participant self-care 
• Ask how you can help rather than assuming what the participant needs 
• Put yourself in their shoes—What would I need in this situation? 
• Regularly check your own motives 

Be Transparent, Genuine, and Clear 

• Make it clear what you can and can’t do in your role
• Operate with emotional intelligence and care 
• Be concise and avoid using words people may not understand
• Emphasize importance of mutual respect and set boundaries
• Create an agreement each of you sign and can refer back to
• Post agency mission and code of conduct in common spaces 

Don’t Overpromise and be Consistent with Meetup Schedule 

• Establish a meeting schedule early in the relationship that works for the participant and then stick to it 
• Always follow through—Consistency builds trust over time
• We’re tasked with making up for broken promises from the past—Keep asks and offers limited 
• Always confirm the date and time of the next scheduled meetup 
• Important to date notes and to monitor if they are piling up on the door 
• I can’t guarantee the future, but I’m here for you today 
• If you’re planning to be out from work, try to let participants know 
• Participant circumstances can change quickly, keep regular contact 

Stay Present as Much as Possible 

• Don’t open what you can’t close—avoid triggers and past trauma
• Try not to trauma-bond 

Start Simple and Layer Things on Over Time 

• Surface level interactions, with consistency, can lead to deeper conversations
• Prioritize safety and comfort, then work on more later 

Collaborative Care Planning 

• Support participants with taking an active role in their well-being and empowering themselves to make informed decisions 
• The participant is the best at driving their care plan, and you’re just along for the ride—respect individual choices.
• A good mix of care plan goals might include a housing goal, an income goal, a health care goal, and a fun goal 
• Offer a range of options whenever possible 
• Foster a sense of hope—celebrate accomplishments and progress

Offering Items and Basic Needs Resources 

• Use Participant Support Funds when available 
• Hygiene kit, bottle of water, hand warmers, blanket, bag of chips, socks, goody bag, clothes, laundry money, food from food bank
• Notebook, clock/watch, pens 
• Harm reduction: naloxone, pipe tips, needle exchange 

Offer to Gather Resources for Children or Pets 

• School, supportive services, clothes, supplies, toys for children 
• Pet food, vaccinations, spay/neuter, grooming, adoption, collar/leash 

Problem Solving 

• Many cases are complex and no one approach fits all 

Be Open to Learning from Participants 

• Participants have lived expertise 
• Ask participants for feedback about your service 

Navigating Engagement Challenges

Tip: For many housing vouchers in our program, participating in ICMS is a requirement. Exit may not be an option when challenges arise.

Tip: Sometimes a cigarette is a great conversation starter. 

Tip: It is always okay to ask for help.

We value the incredible work you do. It’s always okay to ask for help.

Comments, Questions, or Feedback about this guide? Let us know

Explore More Resources for ICMS

Find everything you need to support your outreach, housing navigation, and client engagement at the PSH ICMS Program Information Center — including guides, workflows, trainings, and system access tools.