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Referrals Module

Summary

The Referrals module centralizes how your organization captures, processes, and tracks incoming referrals and client intakes. It gives Intake Coordinators a single place to record client details, schedule and track stages (assessment, authorization, tour, queue), collaborate with team members, and maintain an auditable history for each referral.

Who this article is for

  • Intake Coordinators — primary users for creating and managing referrals.
  • Outreach / Marketing Specialists — to monitor referral sources and follow up.
  • Program Managers — to review program admissions and alumni transitions.
  • IT / Admins — to configure workflows, permissions, and integrations.

What the Referrals/Intake module does (high level)

  • Capture referral and client information from internal users or external sources.
  • Drive intake stages (assessment, authorization, tour, queue/admission) and surface upcoming scheduled activities.
  • Assign referrals to staff or teams and track ownership changes.
  • Log communications and activities (contact logs) and attach supporting documents.
  • Provide status tracking, activity history, and exportable referral lists for reporting.
  • Surface indicators that show whether a stage is scheduled, completed, or missing outcome data.

Key features

  • Referral intake form: required fields, attachments, referral source.
  • Assignment & transfer: assign referrals to users or teams.
  • Stage tracking: assessment, authorization, tours, queue/admission states and outcomes.
  • Status indicators: visual cues for scheduled today/past/future and outcome presence.
  • Contact logs / activity history: record outreach and link to referrals or persons.
  • Document management: upload and view related documents.
  • Filtering & search: find referrals by status, date, assignee, tags, or source.
  • Export: download referral data as CSV for reporting.

Typical user workflows (concise step‑by‑step)

  1. Create a new referral

    1. Click Referrals → New Referral.
    2. Enter client and referral source details.
    3. Attach any documents.
    4. Click Save.
      Tip: Link referral to an existing Person record when available to avoid duplicates.

  2. Assign a referral

    1. Open the referral.
    2. Click Assign.
    3. Select the user or team and click Confirm.
      Best practice: Assign immediately to avoid unowned referrals building up.

  3. Record a contact (contact log)

    1. Open the referral or person record.
    2. Click Contacts or Add Contact Log → New Contact.
    3. Choose method (Phone, Email, SMS), date/time, notes, and outcome.
    4. Link follow‑up date/owner if needed.
    5. Click Save.
      Tip: Always link contact logs to the referral or person so history stays consolidated.

  4. Track a stage outcome (e.g., assessment)

    1. Open Stage (Assessment/Authorization/Tour/Queue).
    2. Create or edit the stage entry with scheduled date/time.
    3. Save the stage; when outcome is known, set stage outcome (e.g., Attended, Approved, Admitted) and Save.
      Note: The system shows indicators when a scheduled item has no recorded outcome.

Best practices and tips

  • Keep required fields and contact details complete to minimize processing delays.
  • Use tags and consistent naming for referral sources to improve reporting accuracy.
  • Log every outreach with clear, factual notes and next steps.
  • Regularly review unassigned and overdue referrals to avoid bottlenecks.
  • Limit PHI in free‑text where possible and follow organizational privacy rules.

Common issues & quick troubleshooting

  • "I can’t save a referral" — Verify all required fields are filled and check your network. Refresh and retry. If issue persists, contact your admin.
  • "New Contact button is missing" — Check your role/permissions; ask an admin to enable Contact Log permissions.
  • "Referral not appearing in reports" — Ensure the referral has the required status or tags used by report filters; try exporting a filtered list.
  • "Stage scheduled but no outcome recorded" — Open the stage entry and confirm if outcome was saved; users frequently forget to set the outcome after an appointment.

Related articles

  • How to add a Contact Log (quick how‑to)
  • Assigning and transferring referrals
  • Exporting referral data for reporting
  • User roles & permissions (Organization Setup)

If you’d like, I can convert this draft into a step‑by‑step printable checklist or expand any section into a full knowledge base article.