These instructions have been drafted based on the specific request of the Armenian Ministry of Labour and Social Affairs within the project “Improving coordination of social protection and employment service delivery in Armenia and Tajikistan” and aim to assist the implementation of new processes for integrated policy approaches in Armenia. The instruments presented in this paper build on tools and procedures applied in various countries within Europe and beyond. Integrated case management is understood as an innovative practice which is implemented collectively, primarily by respective agents of employment and social security services to serve the most vulnerable with all available resources from both the labour market and the social assistance system, and even beyond. The publication focuses on how cases and case managers are to be supported. The first part presents two operating procedures: i) the referral and related referral form, and ii) the case closing as well as the case closure form. The second part of the instructions present three main procedures that impact recruitment, retaining and evaluating the performance of case managers.