Connect and Refer to Programs

Overview

Referrals connect a person in need to the program that can serve them. Through referral dashboards and email notifications, the status of the referral can be shared with the person being referred, the person who made the referral, and the Community Based Organization (CBO) so that all parties involved know what happened with the referral, and follow up as needed.

Users may also connect directly to programs without the help of others.

 

How it Works

Live Referrals

When you identify a program that you think can help, use the Connect button on the program card to refer yourself or someone else directly to that program.

When Apply, Schedule, Contact, and Refer will allow the user to make a referral through the platform.

Once you clicks the Connect button, fill out the Connect form with the contact information of the person needing services, and your information if you're helping someone else. Then indicate the best way to contact the person needing services.

You may add a comment to share with the program  in their email notification, and referral dashboard. Comments can be used when additional information about the person seeking services would be helpful for the program to know, or if someone other than the Seeker should be contacted for follow up care.

Referral Comments are visible to:

  • CBO in their email notification and in their Inbound Referral Dashboard.

  • Person Seeking Services in their Referrals for Me Dashboard and notification email

  • Person making referral on behalf of someone else in the Seeker Profile

Then, they will click “Send” or “Next”. If the program has added a screener to their referral, fill out the screener and click submit.

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Once the referral has been submitted, the person in need of services and program will receive a referral notification* about the referral. Additionally the referral information logged in each person's respective Referral Dashboard with the status of the referral.

Users can update the status of referrals through email notifications or their dashboards. Regardless of whom updates the status, the updated status will be reflected in real-time in each respective dashboard.

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For other “external” Connect buttons, the Helper can still log the referral in Aunt Bertha by clicking “log referral”. In this case, nothing will be sent to the CBO, but the information will be sent and logged for the Helper and the Seeker.

*In cases where Seekers choose “Don’t reach out” no referral notifications will be sent. The referral will still show in all referral dashboards, but the program's Inbound Referrals Dashboard will not include the person seeking services' contact information, instead saying that they will reach out to the program directly.

 

Use Contact Info on File

If you have made referrals for someone in the past, you can use the “Use Contact Info on file” box to pull the Seeker’s contact information into the referral form. It will use the information that is currently reflected in the Seeker Profile.

For performance reasons, lookup is currently limited to the 300 most recently updated Seeker Profiles that that the user has access to. They could have access to the profile either through their own actions or through their Team Navigation role.

 

Log a Referral

Sometimes the program’s prefer to be contacted in another way, such as by calling or through an existing application or contact form.

When the connect button says, “See Next Steps” or links to an external application, scheduler, or contact form, helpers can “log a referral”. This will track the referral for the Helper and the Seeker, but nothing will be sent to the CBO as they prefer other ways of being contacted.

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In these cases, the following things will happen:

  • The referral will be logged in your People I’m Helping Dashboard

  • The referral will be sent via email or text to the person seeking services and will be logged in their Referrals for Me Dashboard

  • Nothing will be sent to the CBO and the referral will not be logged in Inbound Referrals

Because no information is going to the program, we will not capture consent with these logged referrals.

 

Tracking-Only

Some Sites may want to track referrals, but not send information to the program or person seeking services through the platform. Instead of “live referrals”, we call this “tracking-only”. When tracking-only is configured, no outbound communication (emails or text messages) will be sent.

All the referrals will be logged for the on the Seeker Profile via the People I’m Helping Dashboard. The person seeking services will see the referral in their Referrals for Me menu when they log into their account.

No referral information will appear for the CBO in their Inbound Referral Dashboard.

Statuses

The following statuses are available and visible across respective referral dashboards:

  • Not updated

  • Needs client action

  • Pending

  • Referred elsewhere

  • Eligible

  • Got help

  • Couldn’t get help

  • Couldn’t contact

  • Not eligible

  • No capacity

  • No longer interested

Who can see submitted Referrals?

Self-Referrals

When a someone makes a referral for themself, they can see it when they log into their account. If the Program is accepting referrals through the platform, the program will see it as well.

Live Referrals made with “refer/contact” or “apply”

 

Dashboard

Email

Text

Person Seeking Services

Referrals for Me

If the Seeker chose “email” as the best way to reach them

If the Seeker chose “text” as the best way to reach them

Person Helping

-

-

-

Claimers at the Program

Inbound Referrals

Email(s) listed on the Contact Settings

-

 

Logged Referrals for “see next steps” and “external” connect buttons

People seeking services themselves are unlikely to “Log” a referral as no information goes to the program. Instead they’ll likely follow the next steps or connect directly through the program's form. If they were to log a referral, they would see it in their Referrals for Me Dashboard.

 

Dashboard

Email

Text

Person Seeking Services

Referrals for Me

If the Seeker chose “email” as the best way to reach them

If the Seeker chose “text” as the best way to reach them

 

Referrals for Someone Else

Live Referrals made with “refer/contact” or “apply”

Party

Dashboard

Email

Text

Person Seeking Services

Referrals for Me

If the Seeker chose “email” as the best way to reach them

If the Seeker chose “text” as the best way to reach them

Person Helping

People I’m Helping

-

-

Claimers at the Program

Inbound Referrals

Email(s) listed on the Contact Settings

-

 

Logged Referrals for “see next steps” and “external” connect buttons

 

Dashboard

Email

Text

Person Seeking Services

Referrals for Me

If the Seeker chose “email” as the best way to reach them

If the Seeker chose “text” as the best way to reach them

Person Helping

People I’m Helping

-

-

Claimers at the Program

-

-

-

 

Tracking-Only Referrals

 

Dashboard

Email

Text

Person Seeking Services

Referrals for Me (though they will receive no notification that it’s here)

-

-

Person Helping

People I’m Helping

-

-

Claimers at the Program

-

-

-

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