Project / 05
Learning systems
ICMS Playbook & Training System
The ICMS program at Step Up on Second was scaling fast — growing from 5 to 15 case managers. But training was inconsistent, there was no central reference, and staff turnover was slowing service delivery for some of LA's highest-need clients.
(Impact at a glance)
Tribal knowledge became a repeatable system teams could use from day one.5 → 15
case managers (rapid team growth)
Dept-wide
adoption beyond original team
Stronger
retention through structured onboarding
The context
New case managers lacked context on the systems they were entering — the programs, the funding structures, how ICMS fit within the Coordinated Entry System. Without a shared reference, practices varied by team. Onboarding was inconsistent and slow.
The approach
I wrote the ICMS Playbook — a structured manual covering program and funding overviews, the ICMS role within CES, step-by-step intake, case management, and coordination workflows, and practical tools and references. I paired it with a learning collaborative required for all new ICMS staff.
The outcome
Tribal knowledge became a repeatable system teams could use from day one.
The playbook was adopted department-wide, beyond the original team. Onboarding became faster and more consistent. Staff retention improved. New case managers were able to operate within the system from day one.
(Open the files)