How To Manage Referral Information

The Referrals tab within the Client Toolkit allows you to track and manage both incoming and outgoing referrals for a client. This centralized view helps you monitor connections with external providers, update engagement statuses, and maintain a clear history of care coordination.

Who can use this feature

Organization Administrators: Can add, edit, view, and export referrals.
Team Members: Can add, edit, view, and export referrals.
Interns / Volunteers: Can add, edit, and view referrals. Cannot export.
Law Enforcement / Advocates: Do not have access to the Referrals feature.

Before you begin

You must have the client's profile open in the Client Toolkit. If you need help accessing a client profile, see "Overview of the clients dashboard" in Related Articles.

Step-by-step instructions

How to add a new referral

Click on the “Clients” tab on the left hand side bar

2. Select the client you wish to track the referral for

3. In your client’s toolkit, click on the “Referrals” tab

4. Click the “Add referral” button on the upper right corner.

5. Select whether the referral you are tracking is In or Out:

1. In : referrals received for the client from external organizations or partners.
2. Out: referrals initiated by your team to external providers or services.

Depending on the type of referral you select, you’ll have different options to fill out below.

Referrals In:

If you selected “In” then follow the next steps:

Enter a ‘Referral Date’ for when you client was referred to your organization.

2. Select the Referral Status for your client, There are three Referral statuses:

1. Connected: The individual has successfully connected with your organisation and engagement has begun.
2. Did not connect: The individual did not engage with your organisation after the referral (e.g., declined, unreachable, or referral closed).
3. Initiated: A referral has been received by your organisation but engagement has not yet been confirmed.

3. Select under “Referral source” the option that best describes the referring entity, such as: community organization, healthcare provider, school district, mental health service, or legal service.

4. Under ‘From Individual’ Enter the name of the specific person who initiated or made the referral, if applicable. This may be a caseworker, clinician, teacher, or other individual contact.

5. Under ‘From Organization’ Enter the name of the organization or service that initiated the referral. This helps identify referral partners and track collaboration across agencies.

6. Under ‘Referral reason (s)’ Select the reason(s) for the referral based on the type of support or service the individual needs. You may choose more than one option if multiple needs apply (e.g., housing assistance and mental health support).

7. In the ‘Notes’ section, add any additional details or context related to the referral that may support follow-up, coordination, or understanding of the individual’s needs. Include relevant information that is not captured in the structured fields above.

8. Click on ‘Create referral’ to save the entry.

9. Check the Referrals dashboard on your client’s toolkit to ensure that the entry was saved.

Referrals Out

If you selected “Out”, follow the next steps:

1. Enter a Referral Date for when your client was referred to an external organization or service.

2. Select the Referral Status for your client. There are three referral statuses:

Connected: The individual successfully connected with the external organization or service and engagement has begun.
Did not connect: The referral did not result in engagement with the external service (e.g., declined, unreachable, or referral closed).
Initiated: The referral has been sent to another organization or service, but connection or engagement has not yet been confirmed.

3. Under Referral source, select the option that best describes your organization or the entity initiating the outgoing referral, if applicable.

4. Under To Individual, enter the name of the specific person receiving the referral, if applicable. This may be a caseworker, clinician, coordinator, or other contact at the receiving organization.

5. Under To Organization, enter the name of the organization or service your client is being referred to. This helps track referral partners and external coordination.

6. Under Referral reason(s), select the reason(s) for the referral based on the type of support or service the individual needs. You may choose more than one option if multiple needs apply (e.g., housing assistance and mental health support).

7. In the Notes section, add any additional details or context related to the referral that may support follow-up, coordination, or understanding of the individual’s needs. Include relevant information that is not captured in the structured fields above.

8. Click on Create referral to save the entry.

9. Check the Referrals dashboard in your client’s toolkit to ensure that the entry was saved.

Editing a Referral

To edit a referral entry click on the paper and pen icon button on the right side of a referral entry.

As a client progresses, you will need to update their referral status (for example, changing a status from "Initiated" to "Connected").

1. Navigate to the client's Referrals tab.

2.Locate the referral you want to update in the dashboard list.

3.Click the paper and pen icon (Edit) on the far right side of that specific referral entry.

4.Update the necessary fields, such as changing the Referral Status or adding new Notes.

5.Save your changes.

Archiving a Referral

To archive a referral entry click on the red box icon button on the right side of a referral entry.

If a referral was entered in error or is no longer relevant to the client's active record, you can archive it.

1.Navigate to the client's Referrals tab.

2.Locate the referral you want to remove.

3.Click the red box icon (Archive) on the far right side of the referral entry.

4.The referral will be moved from the "Active" view to the "Archived" view.

Result

You have successfully added, updated, or archived a referral. The Referrals dashboard will now reflect the most current state of the client's external care coordination.

Tips / Best Practices

Always update the Referral status as soon as you confirm whether a client successfully engaged with an external provider. Leaving statuses as "Initiated" indefinitely makes it difficult to track service gaps.
Use the filters at the top of the Referrals dashboard (Active, Archived, All) to quickly sort through a client's referral history.
The Notes section is critical for outgoing referrals. Use it to document specific contact instructions, urgency levels, or barriers the client might face when trying to connect with the external agency.

Need more help?

If you still have referall information issues, contact your Organization Administrator for help adding new service categories.