As COVID-19 spread and public health officials recommended that everyone practice social distancing and limit their exposure to others, workforce development agencies responded in a variety of ways. Some closed their offices and asked staff to work from home. Others reduced their office appointments and limited one-on-one time with participants. What began as a response to a national-wide crisis demonstrated that there were many advantages to both staff and participants to provide more services remotely. Virtual case management will continue to be a growing piece of the new normal. This session will cover a range of topics including an overview of the best practices for virtual case management, how to overcome the challenge of building a relationship virtually, what method of virtual interaction works best for the various case management functions and recommendations for moving forward.

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