USA Case Workers - What Happens If I Have Issues With My Case Worker In The USA - What Advice Can You Give me?
Important Advice for Refugees Working with Resettlement Agencies
When you meet your case worker, make sure they give you their contact details along with their supervisor's and director’s information. Most importantly, get everyone’s email addresses.
*My biggest recommendation: Keep most of your communication by EMAIL.*
Case workers often say inappropriate, inaccurate, or untrue things over the phone, in person, or by text. They may ignore you, make racist comments, or tell you things like “your money is finished,” “we don’t have another program,” or “you need to leave if you don’t pay rent.”
If you have an incompetent or difficult case worker, talking in person, on the phone, or by text/WhatsApp usually doesn’t help.
Instead, when something doesn’t seem right, send an email and CC the supervisor and director. Always request their official Grievance Procedure in writing.
Let them put everything in writing.
If they tell you something in person or on the phone, follow up with an email summarizing exactly what was said.
Take photos of all documents, warning letters, and housing conditions, then attach them to your emails.
Email communication makes them take action much faster.
If language or accents are a problem, you have the right to request an English-first-language speaking case worker.
Why email?
Because official complaints and ORR reviews look at the email paper trail, not text messages or verbal conversations.
Act quickly from the beginning.
Red flags usually show up right away.
If you are placed in an unsafe or dirty hotel, motel, or apartment upon arrival — refuse to stay there.
Take detailed photos and immediately email them to your case worker while CC’ing the supervisor and director.
Then request the grievance procedure.
If they continue to ignore you or fail to provide basic services like food, transportation, or rent support, report them to ORR:
refugeeprogramsgrievance@acf.hhs.gov
Document everything.
Protect yourself with a clear written record.
Who is ORR
The Office of Refugee Resettlement (ORR) is a federal agency that oversees the integration and care of vulnerable newcomer populations in the United States.
It provides critical social, medical, and financial services to help refugees rebuild their lives after arriving in America.
What ORR Does
Domestic Resettlement:
Oversees the placement and initial support of refugees arriving in the U.S., providing time-limited cash and medical assistance.
Care for Unaccompanied Minors:
By law, ORR cares for unaccompanied alien children (UAC) referred by federal agencies.
They are placed in shelters or foster care until safely united with vetted sponsors or family members.
Vulnerable Populations:
Beyond general refugees, ORR also supports asylees, Cuban/Haitian entrants, Special Immigrant Visa (SIV) holders, victims of human trafficking, and torture survivors.
Where They Are Located
Federal Level:
Housed within the Administration for Children and Families (ACF), which is an operational division of the U.S. Department of Health and Human Services (HHS).
Community Level:
Rather than operating directly, ORR works through a nationwide network of hundreds of private, non-profit resettlement agencies, state programs, and foster care facilities.
With Love
Accidental Refugee
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