Referral process

Each organisation has specific policies and procedures in place relating directly to the referral process. Generally the referral process will follow 6 steps. Your role at each point depends directly upon the services offered by your organisation and your role within the organisation.

The steps involved in referring a client to an alternative service or organisation are:

Step 1

You and/or your client identify a need of the client that cannot be fulfilled by the services offered through your organisation.

Step 2

This need is discussed with the client and all possible options of services available to fulfil this need are also considered. The client is involved in the decision as to what type of service would be most appropriate in fulfilling this need.

Step 3

This information is documented according to policies and procedures. Where appropriate or required, your supervisor is notified of the newly identified need in the client and also the identified services most likely to fulfil this need.

Step 4

Depending upon your role within the organisation, either yourself or your supervisor can take the necessary action to contact the relevant support services. This initial contact may involve organising additional assessments for the client or clarifying eligibility criteria. The client must always provide written or verbal consent prior to the release of their personal information.

Step 5

If necessary, either you or your supervisor can negotiate with the client and the appropriate services, to arrange an appointment time and exchange any necessary or relevant information.

Step 6

All contact with the client and the alternative service is documented according to organisational policies and procedures. This documentation should make clear exactly which organisation is responsible for what areas of service delivery and fulfilling the needs of the client.

If used effectively, the referral process is an extremely useful tool in ensuring clients’ needs are responded to by providing the most appropriate services. While working at a street- based level, your role in assisting to respond to people’s needs requires you to regularly refer people to service providers. While working at a street-based level, documentation may be minimal and referrals may often be dealing with situations of urgency or responding to immediate needs. It is important you understand exactly what steps you should take when the need arises for you to refer a person to one or more service providers. Over time, you will get to know some of the staff members from these organisations in person, and gain a much better understanding of these organisations’ policies and procedures relating to client eligibility and the referral process.