Send a referral and track it to closure
Advocates and case managers who are sending a referral to a partner agency
Consent check as the first step
This guide is for advocates, case managers and supervisors who are sending a referral to a partner agency. Your role needs referrals.view, referrals.edit and referrals.send permission. You will be able to check consent, choose a partner and scope, send, track status, record warm handoff and close with an outcome.
Open the consent list on the case. Confirm that an active consent covers the receiving agency, the data types to be shared and the date. Send is blocked when consent is missing, expired, revoked or does not cover that agency and those data types.
Attach only the records consent allows. Send the smallest necessary information. Past sharing stays in the audit history. Expiry and revocation take effect at once and block new sharing.
- Active consent covers receiving agency, scope and date before Send works
- Shared field list names only fields allowed by consent
- Partner is verified in the partner directory before you send
Numbered steps
Follow the steps in order.
Choose partner and scope
Open the case folder, select New referral. Pick the receiving agency and service requested. Pick the consent record that covers that agency.
Attach only allowed records
Attach only the records consent allows, add a short summary, and confirm the shared field list and consent reference.
Send
Select Send. The record shows status sent and sent date, and a dated entry joins the referral history.
Track status
Follow sent, received, accepted, declined, needs information, connected, warm handoff done, follow-up and closed. Dates show in status history. Sent is never counted as a service connection. Only first connection counts.
Record warm handoff and close
Record first connection date, handoff steps and follow-up. Mark connected and closed only when the sending advocate or supervisor confirms. Close with an outcome. A referral is closed and never deleted.
Partner actions
A partner agency sees only referrals addressed to it, in lists, detail and exports.
Partner staff open the partner inbox. They can accept, decline with a reason, or request more information. Only the receiving partner moves a referral from sent to received, accepted, declined or needs information.
When more information is needed, the partner states what is missing and the sending advocate adds it through the secure thread. The survivor sees stage and date only on the status check by reference code, with no private detail.
- Declined referrals show a reason and date
- Needs information referrals show what is missing
- Connected and closed are marked only by the sending advocate or supervisor
Related guides
Check consent in detail and see how partner agencies accept referrals.