Where can I see trends around referrals that have been made on my site(s)?

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. 

Findhelp analytics has created dashboards that show referral activity and trends on your site(s), enabling you and your organization to assess referral outcomes and target community engagement efforts.

The Referral Activity dashboard provides information about referral activity, referral status updates, and trends in a single easy-to-use dashboard. 

What is the Referral Activity Dashboard?

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). 

The dashboard also shows trends around volume of referrals, status updates on referrals, who is making status updates, and what programs are receiving those referrals. 

You can use this dashboard to understand:

  • General referral trends in terms of volume, status updates and geography;
  • Which programs are referred to most frequently and if they are claimed;
  • Trends in referral status updates on your site(s).

Referral_Activity_Dashboard_generic.png

Note

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

Understanding Referral Status and Updates

Referral_Seeker_widgets.png

Referrals connect a person in need to the 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 follow up as needed.

The Referral Activity dashboard provides several metrics and widgets to understand the different potential outcomes of a referral: 

  • Seekers Referred: The number of unique people who sent a referral or had a referral sent on their behalf. 
    • This metric will count a person with multiple referrals only once.   
  • Referrals with Response: The number of referrals that had any status update.
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  • 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

Filter Tips

Use filters to understand referral activity in the context of a specific user group, geographic area, and/or specific access points, such as search boxes and URLs.

Referral_filters.png

Here are some examples of ways to use filters on this dashboard:

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 often are people connecting to programs (i.e., sending referrals) using the community site?

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 will be 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: How many referrals are being sent to programs that address food needs? 

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 gain comfort with the Referral Activity dashboard.

Access the Referral Activity dashboard on your site and answer the following questions:

  1. How many referrals were sent on your site(s) in the last three months?
    • Tip: Adjust the Date Range filter if necessary.

       

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

       

  3. Which food program received the most referrals on your site(s)?
    • Tip: Use the Category filter and view the Most Referred to Programs table.

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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