Inbound Referrals Dashboard

Tier: Programs

Overview

The Inbound Referrals Dashboard allows Claimers at Programs to see all of the people that are seeking their program's services (Seekers), and allows them to update the status and close the loop.

Table of Contents

How it Works

The Inbound Referrals Dashboard captures all referrals made to a specific program so that Claimers at that program can keep track and follow up with a person seeking services (Seeker). When a Seeker refers themselves or a Navigator makes a referral to a program on behalf of a Seeker, the Program will:

  • Receive an email notification.

  • Have a new Seeker Profile created and associated with the referral.

  • See the new referral on their Inbound Referrals Dashboard.

Claimers can also add referrals to their Inbound Referrals Dashboard should someone walk-in, call, or connect to the program outside of your social care platform.

To access the Inbound Referrals Dashboard:

  1. Click the link in the referral notification
  2. Sign in to your Claimer account

OR

  1. Sign in to your Claimer account
  2. Under the My Program Tools menu, click Inbound Referrals
  3. Choose the program for which you want to see referrals. 

NOTE: There is a notification and count next to the program, with the number of referrals that have yet to be updated (i.e., Status = Not Updated).

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Once you select a program, you will see the Inbound Referrals Dashboard containing all of the Seekers who have been referred.

Dashboard Fields

Seeker Information

Seeker information will appear under the Person Inquiring section and will include their contact information and the best way to reach them.

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NOTE: If the Seeker selected Don’t Reach Out as their preferred communication method on the Connect form, you will only see the name of the Seeker.

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Referred By Information

If a Navigator submitted the referral on behalf of a Seeker, you will see their name under the Referred By column.

If the Navigator is a Claimer for a program or a Worker on a Customer Site, that affiliation will be shown so that you have more context about the person making the referral.

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Last Updated

In the Last Updated field, Claimers can see who last updated that referral. That can be another Claimer at their Program, the Seeker, or the Navigator.

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Forms Information

For Programs that have Screeners or Data Collection Forms, there is information in the Forms column. 

Screeners

Claimers can see if the Seeker may be eligible for services based on the Screener that they filled out with the designation of May be eligible or May not be eligible. From here, you can also can click View Screener to review the completed Screener.

 

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Data Collection Forms

If your program has a Data Collection Form, there will be a link so that you can fill out that form, edit the form, or view a completed form. 

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Actions

The Actions section will link you to the Seeker Profile where you can leave notes, including notes to be shared back to the Navigator.

Here, you can also see any comments included in the original referral submission.

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Adding Inbound Referrals

Referrals are automatically added to the Inbound Referrals Dashboard when someone uses Connect to refer to your program.

You may also manually add people who come to you outside of the social care platform, such as walk-ins, people you help over the phone, or people referred from other systems. 

To do this, click Add Inbound Referral. This allows you to add the Seeker's information and the referral. This will also create a Seeker Profile if one did not already exist.

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If your program has a Screener, you will have an option to fill out the Screener. 

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Filtering Inbound Referrals

Claimers can filter their Inbound Referrals Dashboard by the status of the referral.This allows you to easily see which Seekers to follow up with and better manage your workflow.

TIP: Click the In Progress and Completed headers to select all statuses underneath.

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If you have a Screener, you may also filter on eligibility.

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Updating Referral Status

Once you know the outcome of the referral, the you can update the status of the referral using the Status drop down.

Once you update the status, the update will be reflected across the different referral dashboards for the Navigator and the Seeker.

Additionally, for certain status updates, the Seeker will receive a referral status update notification email. Depending on the status, the email will indicate what’s needed from the Seeker:

  • For “Needs seeker action” → "they need more information from you to move forward"

  • For “Couldn’t contact” → "they tried to contact you, but couldn’t reach you."

  • For “Not eligible” → “you are not eligible for their program.“

  • For “No capacity” → “they can’t provide services for you because their program is full.“

  • For “Couldn’t get help” → “they can’t provide services for you at this time.”

Emails will include a call to action with your program’s next steps that Seekers can follow. Emails adjust based on the status details and next steps for the Seeker.

NOTE: Notifications will only be sent for these statuses, where there is an actionable item for the Seeker. Other status updates outside of the ones above will not trigger an email notification.

Creating/Editing a Data Collection Form

Data Collection Forms can be created on the Inbound Referrals Dashboard under SettingsScreen_Shot_2020-12-30_at_3.14.43_PM.png

 

Removing Inbound Referrals

At this time it is not possible to remove or archive referrals in the Inbound Referrals Dashboard.

If an Organization no longer provides a program and that program has been removed from any site (not visible to anyone searching for programs), all of it's referrals will still be visible to Claimers in the Dashboard and will still be reflected in Analytics

When a program has been removed from any site, no new Referrals can be made to that program.

 

 

 

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