Caseworker Guide: Creating Referrals

This guide explains how to create and manage referrals to connect your clients with appropriate resources and services.

What is a Referral?

A referral is a connection between a client/household and a resource (program or service). Referrals help track:

  • Which clients have been connected to which resources
  • The status of each referral (submitted, in review, accepted, denied)
  • Communication between caseworkers and service providers
  • Outcomes and follow-up needs

When to Create a Referral

Create a referral when:

  • ✅ A client needs a specific service or program
  • ✅ You've identified a matching resource
  • ✅ The client meets eligibility requirements
  • ✅ You want to track the connection and outcome

Creating a Referral

Step 1: Access Client Profile

  1. Navigate to Clients in the main menu
  2. Find and click on the client you want to refer
  3. This opens the client's detailed profile page

Step 2: Start Referral Process

  1. On the client profile page, look for the "Create Referral" button
  2. Click the button to start the referral process
  3. You'll see a list of available resources

Step 3: Select a Resource

  1. Browse or search for appropriate resources

  2. Resources are organized by category:

    • Housing - Rental assistance, shelters, transitional housing
    • Food - Food banks, meal programs, SNAP assistance
    • Energy - Utility assistance, weatherization
    • Employment - Job training, placement services
    • Healthcare - Medical services, mental health, substance abuse
    • Transportation - Bus passes, ride services
    • Other - Various support services

  3. Click on a resource to view details:

    • Eligibility requirements
    • Service area
    • Availability status
    • Contact information

Step 4: Complete Referral Form

Fill out the referral form with:

  • Resource Selection - Confirm the chosen resource
  • Referral Notes - Add any relevant information for the provider:
    • Client's specific needs
    • Urgency level
    • Special circumstances
    • Preferred contact method
  • Client Consent - Confirm client has agreed to the referral
  • Follow-up Date - Set a reminder to check on status

Step 5: Submit Referral

  1. Review all information
  2. Click "Submit Referral"
  3. The referral is now tracked in the system

Referral Statuses

After submitting, referrals move through these statuses:

Submitted

  • Initial status when referral is created
  • Waiting for provider to review
  • Action: Wait for provider response

In Review

  • Provider has received and is evaluating the referral
  • May request additional information
  • Action: Respond to any provider requests

Accepted

  • Provider has accepted the client
  • Client can now access the service
  • Action: Follow up with client and provider

Denied

  • Provider declined the referral
  • May include reason for denial
  • Action: Review reason, consider alternative resources

Completed

  • Service has been provided or completed
  • Referral is closed
  • Action: Document outcomes in case notes

Managing Referrals

Viewing All Referrals

  1. Navigate to Referrals in the main menu
  2. See a list of all referrals you've created
  3. Filter by:
    • Status (submitted, in review, accepted, etc.)
    • Resource category
    • Date range
    • Client name

Following Up on Referrals

  1. Check referral status regularly
  2. Contact providers if status hasn't changed
  3. Update client on progress
  4. Document all communications in case notes

Updating Referral Status

  • Status updates typically come from providers
  • You may be able to update status if you receive direct communication
  • Always document status changes with notes

Best Practices

Before Creating a Referral

  1. Verify Eligibility - Check that client meets all requirements
  2. Review Resource Details - Ensure it's the right fit
  3. Get Client Consent - Confirm client wants this referral
  4. Prepare Information - Have all necessary details ready

When Creating a Referral

  1. Be Specific - Include detailed notes about client needs
  2. Highlight Urgency - Note if this is time-sensitive
  3. Provide Context - Explain why this resource is appropriate
  4. Set Follow-up - Schedule a reminder to check status

After Submitting

  1. Follow Up Promptly - Check status within 2-3 business days
  2. Communicate with Client - Keep client informed of progress
  3. Document Everything - Record all interactions and updates
  4. Have Alternatives - Be ready with backup options if denied

Common Scenarios

Multiple Referrals Needed

If a client needs several services:

  1. Create separate referrals for each resource
  2. Note in each referral that others are pending
  3. Track all referrals in the system
  4. Coordinate timing if services are related

Urgent Referrals

For time-sensitive needs:

  1. Mark clearly in referral notes
  2. Contact provider directly if possible
  3. Follow up within 24 hours
  4. Have backup options ready

Referral Denied

If a referral is denied:

  1. Review the reason provided
  2. Consider if client can meet requirements
  3. Look for alternative resources
  4. Document denial and next steps
  5. Create new referral if appropriate

Tips for Success

  • Build Relationships - Good communication with providers helps
  • Be Thorough - Complete referral forms fully
  • Stay Organized - Use filters to track your referrals
  • Follow Up - Don't let referrals sit without checking
  • Document - Keep detailed notes on all referral activities

Related Guides

Questions? Contact your supervisor or the resource coordinator for assistance with referrals.