Where can I see data around referral status updates and “closing the loop”?

Tier: Basic, Professional, Enterprise 

Overview

We make it easy to connect with programs directly on your site(s) through our referral functionality. The referral functionality allows the person who needs help, the person who made the referral, and the program that received the referral to update and track the progress of the referral. This ensures that the person who needs help is getting help. 

The Referral Activity dashboard provides information about referral status updates and trends in a single easy-to-use dashboard. This enables you and your organization to use data to assess referral outcomes and target community engagement efforts.

What are Referrals?

There are several ways a person can contact a program: 

  1. Clicking on a phone number, email, or website on the program card.
  2. Sharing program information
  3. Directly connecting with a program using the electronic referral button. 

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The Referral Activity dashboard shows trends for instances where a person is connecting to a program (i.e., completing a referral). 

Referral Statuses

Referrals help connect a person in need to a program that can serve them. Once a referral is sent, the person being referred, the person who made the referral, and the program that received the referral can view and update the status of the referral. We offer a wide range of different referral status so that all parties involved know what happened with the referral and can follow up as needed.

Understanding Referral Status and Updates

The Referral Activity dashboard shows trends around volume of referrals, status updates on referrals, who is updating the status, and what programs are receiving those referrals. The chart and widgets below breakdown the different potential outcomes of a referral: 

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Referral_Seeker_widgets.png

  • Seekers Referred: The number of unique people who sent a referral or had a referral sent on their behalf. 
    • This metric counts a person with multiple referrals only once. 
  • Referrals with Response: The number of referrals that had any status update. 
  • Closed Loop Referrals: The number of referrals with a conclusive status indicating a final update.
    •  Not all closed loop responses indicate that the person seeking services got help. 
    • This metric includes referrals with the following statuses:
      • Referred elsewhere
      • Got help
      • Couldn’t contact
      • Not eligible
      • No capacity
      • Couldn’t get help
      • No longer interested
  • Seekers that Got Help: The number of unique people with a referral that has a status of Got Help.

Tip

If you are interested in viewing detailed information on all referral and share activities in one place, access the Site Referrals Details (PII) report!

Filter Tips

Use filters to understand referral status updates in the context of a specific user group, geographic area, and/or specific area of need.

Referral_filters.png

Tip

Use multiple filters at once!

Filter

Use and Example

Site

Use the Site filter to see search activity for one or more of your sites. 

Example: How many people on our community site are connecting to programs (i.e., sending referrals) and receiving a response?

Group

Use the Group filter to see activity for one or more groups on your site(s). 

Note: You must filter on a specific site before group filter options are visible.

Example: How many people have been referred by our care management group? 

Category

Use the Category filter to see referral activity details for programs that provide services in that category.

Example: What percent of referrals sent to programs that address housing needs are referred need client action?

Geographic (i.e. State, County, City, Zipcode) 

Use geographic filters to see search trends in a specific geographic area. 

Note:Geographical filters are hierarchical, meaning that the larger geographic filter must be selected before smaller geographic filter opinions are visible. (i.e., Filter on a specific state to see that state’s county filter options.) 

Example: We have been focusing community engagement efforts in Travis county. How many referrals sent in Travis county have received a response?

 

Independent Practice

This section is intended to help you practice using the Referral Activity dashboard to understand trends around referral status updates. 

Access the Referral Activity dashboard on your site, filter the data to the last year and answer the following questions:

  1. How many people connected to a program or had someone connect to a program on their behalf? 
    • Tip: Look at the Seekers Referred widget.

       

  2. How many referrals that address housing needs have received a response?
    • Tip: Use the Category filter and then reference the Referrals with a Response widget.

       

  3. What percent of referrals sent on your staff site have a referral status of Got Help?
    • Tip:Use the Site filter and then reference the Current Referral Status chart.

Other Helpful Dashboard

The Site Referrals Details (PII) report provides detailed, individual-level data on each referral and share activity on your platform in a table format. Access the report and download that data for your own analysis.

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