Referrals connect a person seeking services (Seeker) to the program that can meet their needs. Through email notifications and referral dashboards, the status of the referral can be shared with the Seeker , the person who made the referral (Navigator), and the program so that all parties involved know what happened with the referral, and follow up as needed.
Seekers may also connect directly to programs without the help of a Navigator.
Table of Contents
- How it Works
How it Works
Referral notifications are sent when live Referrals are enabled. Once you have submitted a referral, the 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.
Referral comments are included in referral notification emails.
Notifications for referrals made on Customer Sites will be updated to reflect the site's branding.
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 or the Program.
All emails are TTS encrypted which is the industry standard.
Seeker Referral Notification
Seekers in need of 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 or the Program.
If the Seeker chooses email as the best way to reach them, they will receive the following email where they can update the status of their referral. Their referral notification email will be sent in their preferred language.
Emails to Seekers will always be addressed, “Hi there,” to limit the amount of Personal Identifiable Information (PII) in the email to the Seeker.
If a Seeker updates the status of the referral in the email, the Navigator who submitted the referral on their behalf (if there is one) will receive a referral status update notification by email. The status will also be updated in each party's respective referral dashboard.
If the status of a referral hasn’t been updated in a week, the Seeker will receive a referral reminder email if they chose email as the best way to reach them.
If a Seeker choose Text as the best way to reach them, 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.
NOTE: Currently messages from the platform to T-Mobile/Sprint customers are being blocked by the carrier. We are actively working with them to resolve this issue.
Program Referral Notification
Programs who accept referrals through findhelp, will receive a notification letting them know the have a new referral.
The Seeker's contact information is included in the notification so that Programs can connect with the Seeker directly from their inbox. If a comment was included at the time of the referral, that will be in the body of the email as well.
Programs can update the status of the referral directly from the email notification. If you do, the Seeker and Navigator (if there is one) will receive a referral status update notification by email. The status will also be updated in each person's respective referral dashboard.
Who at the Program receives the Referral Notification?
Under the Programs contact settings, Claimers can choose who receives notifications when a referral has been made to their Program. If desired, you may add multiple email addresses, separated by commas.
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
Navigator 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 status will also be updated in each person's respective referral dashboard.