Guide to Effective Inter-Agency Referral Process
Learn about the proposed framework for a uniform inter-agency referral process aimed at directing clients to services beyond the expertise of their current provider. Understand when to make a referral, the essential steps involved, and the importance of follow-up to ensure clients receive needed services. Explore examples of situations warranting a referral and how to handle cases involving individuals at risk.
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Proposed framework for uniform inter-agency referral process
The process of directing a client to another service provider because s/he requires help that is beyond the expertise or scope of work of you or your service provider Can be made to a variety of services: Health Education Legal aid Protection agency Mental health facility
To complete a referral, the service provider: Explains to the client what a referral is, why it is necessary, and what services are provided by the other agency Contacts the other agency to find out whether or not they will be able to assist the client Follows up to ensure that the client receives the services needed
Examples of when to make a referral: When you realize the problem is beyond your capability, level of training, or the purpose of the program(s) at your agency When a person talks openly or is at risk of suicide When you become aware of child abuse or any criminal activity When you become aware of dependency on alcohol or drugs
Any individual who is considered to be a danger to him/herself or to others should be referred to an appropriate service provider and escorted to ensure safety.
Basic steps: 1. Identify and/or assess the client's problems, needs, and strengths with him/her 2. Identify other service providers that may be able to assist the client with his/her identified needs 3. Contact the other service providers to find out whether or not they can help the client (Continued on next slide)
Basic steps (continued): 4. Explain the referral to the client and get his/her buy-in 5. Document client agreement to disclose plan for addressing need and other relevant information to referral agency 6. Provide the appropriate contact information and accompany the client if needed 7. Follow up and review case with client
Identify other providers Identify need Contact other providers Follow-up Provide contact information Explain referral to client Document client agreement
Successful implementation of inter-agency system requires participating agencies to: Endorse uniform referral documentation Agree on minimum procedures for making a referral Train relevant staff on use of documentation and procedures Participate in coordination activities such as sector mapping
Participating sectors could include: Education Protection (community-level, family-level and/or for vulnerable populations) MHPSS Health Others
Basic-level tracking: Increased inter-agency collaboration through agreeing on a referral form to be used by all coordinating agencies The number of agencies who have endorsed the form and committed to training their staff on its use Higher-level tracking: Increase in staff capacity to make successful referrals via pre-, post-, and delayed-post tests Number of successful referrals documented through inter- agency quality and tracking measurements
Indicators could: Be as basic as monthly reports of the number of referrals given and received at each agency Include a qualitative aspect such as the number services provided to referred clients as compared to the total number of referrals received Different indicators can be used, depending on agencies' data and reporting needs
Clients may be resistant if they: Lack information on the reasons behind referral or what is expected of the other provider Do not want to be referred Are fearful, untrusting, or hold a negative view of other service provider Have difficulty traveling to the location of the other service provider Feel there is no continuance of care
Referring providers may be resistant if they: Do not adequately research other service providers and are not fully aware of the services offered Only see referrals as something to be made at the inter- sectoral level, not cross-sectoral View referrals as a way to transfer difficult cases Feel they compete for clients Disagree on follow-up and feedback procedures, standards Lack personal contact with other agencies
Client benefits: Increased knowledge of service providers in Jordan Increased access to services More comprehensive services Improved quality of care
Agency benefits: Increased knowledge of other service providers in Jordan More comprehensive picture of client needs and resources Increased inter-agency coordination / a stronger network of services Development a common language A simplified and more efficient referral mechanism Increased ability for service providers to quickly identify gaps in services (for individual clients and client populations) Improved quality of care for clients
Identify whether or not participation in an inter-agency referral effort is appropriate for your agency. Will participation help you better serve your clients?
Participating agencies will: Set a timeframe for activities Agree on uniform documentation Set individual agency M&E plans and agree on shared minimum reporting Identify staff to be trained Begin implementation
