Referrals connect a person seeking services, to the program that can meet their need. Through email notifications, the referral information can be shared with relevant parties, and the referral status can be updated so that all parties involved know what happened with the referral, and can follow up as needed.
How it Works
Referral notifications are only sent when live Referrals are enabled. Once you have submitted a referral, the person seeking services (Seeker) and the program will receive email notifications. Email Notifications give users the opportunity to update the status of the referral. Updated statuses will then be reflected in each respective Referral Dashboard.
Referrals was made on a Customer Site, the message will be updated to reflect that site's branding.
Referral comments are included in referral notification emails.
If “Don’t reach out” is selected as the best way to contact the Seeker, each dashboard will be updated with the referral. However, no referral notifications will be sent to anyone, including the Seeker and the CBO.
All emails are TTS encrypted which is the industry standard.
Person Seeking Services Referral Notification
People who are seeking services can choose how they would like to be best contacted:
don’t reach out
If they choose “email” or “text”, they will receive either an email or text notification. If they choose both email and text, we will prioritize the email address and only send them an email notification.
If they choose “phone” they will not receive a referral notification.
If they choose “Don’t reach out”, no referral notifications will be sent to anyone, including the Seeker and the CBO
If they choose email as the best way to reach them, they will receive the following email where they can update the status of their referral:
Emails to Seekers will always be addressed, “Hi there,”. This is to limit the amount of Personal Identifiable Information (PII) in the email to the Seeker.
If they update the status of the referral in the email, the person who submitted the referral (if there is one) will be notified of the updated status by email. The status will also be updated in each person's respective referral dashboard.
If the status of a referral hasn’t been updated in a week, the they'll will receive a referral reminder email if they chose “email” as the best way to reach them.
If they choose Text as the best way to reach out, they will receive a text message with a reference to the site where the referral was made, the name of the program, the next steps, and a direct link to the program.
Program Referral Notification
If the program has an email address on file, the program will receive the following email where they can update the status of their referral:
If a comment was included at the time of the referral, that will be in the body of the email as well.
If they update the status of the referral in the email, the person seeking service and the person who submitted the referral (if there is one) will be notified of the updated status by email. The status will also be updated in each person's respective referral dashboard.
Who at the Program receives the Referral Notification?
Under contact settings in the Program Tools menu, the Claimers can choose who receives notifications when a referral has been made to them. Multiple email addresses can be notified so long as they are separated by a semicolon.
In cases where there is no email in this field, referral emails get sent in the following order:
Office email address
If there is no office email, then to contact email
If there is no contact email, then it will get sent to the program email
Helper Referral Notification
If the referral status is updated via email by the Seeker or the Program, you will get a status update notification email. However, you will not receive a notification if that referral is updated by the Program through the Inbound Referral Dashboard. The referral is logged in your People I’m Helping Dashboard.