interagency referral process The process of directing a client to another service provider because she 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 ID: 1026506
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1. Inter-Agency ReferralsProposed framework for uniforminter-agency referral process
2. 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 providerCan be made to a variety of services:HealthEducationLegal aidProtection agencyMental health facilityWhat is a referral?
3. 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 agencyContacts the other agency to find out whether or not they will be able to assist the clientFollows up to ensure that the client receives the services neededWhat is a referral?
4. 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 agencyWhen a person talks openly or is at risk of suicideWhen you become aware of child abuse or any criminal activityWhen you become aware of dependency on alcohol or drugsWhen to make a referral
5. 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.When to make a referral
6. Basic steps:Identify and/or assess the client's problems, needs, and strengths with him/herIdentify other service providers that may be able to assist the client with his/her identified needsContact the other service providers to find out whether or not they can help the client(Continued on next slide)How to make a referral
7. Basic steps (continued):Explain the referral to the client and get his/her buy-inDocument client agreement to disclose plan for addressing need and other relevant information to referral agencyProvide the appropriate contact information and accompany the client if neededFollow up and review case with clientHow to make a referral
8. How to make a referral
9. Successful implementation of inter-agency system requires participating agencies to:Endorse uniform referral documentationAgree on minimum procedures for making a referralTrain relevant staff on use of documentation and proceduresParticipate in coordination activities such as sector mappingInter-agency referral implementation
10. Participating sectors could include:EducationProtection (community-level, family-level and/or for vulnerable populations)MHPSSHealthOthersInter-agency referral implementation
11. Basic-level tracking:Increased inter-agency collaboration through agreeing on a referral form to be used by all coordinating agenciesThe number of agencies who have endorsed the form and committed to training their staff on its useHigher-level tracking:Increase in staff capacity to make successful referrals via pre-, post-, and delayed-post testsNumber of successful referrals documented through inter-agency quality and tracking measurementsMonitoring and evaluation
12. Indicators could:Be as basic as monthly reports of the number of referrals given and received at each agencyInclude a qualitative aspect such as the number services provided to referred clients as compared to the total number of referrals receivedDifferent indicators can be used, depending on agencies' data and reporting needsMonitoring and evaluation
13. Clients may be resistant if they:Lack information on the reasons behind referral or what is expected of the other providerDo not want to be referredAre fearful, untrusting, or hold a negative view of other service providerHave difficulty traveling to the location of the other service providerFeel there is no continuance of careAnticipated challenges
14. Referring providers may be resistant if they:Do not adequately research other service providers and are not fully aware of the services offeredOnly see referrals as something to be made at the inter-sectoral level, not cross-sectoralView referrals as a way to transfer difficult casesFeel they compete for clientsDisagree on follow-up and feedback procedures, standardsLack personal contact with other agenciesAnticipated challenges
15. Client benefits:Increased knowledge of service providers in JordanIncreased access to servicesMore comprehensive servicesImproved quality of careExpected benefits
16. Agency benefits:Increased knowledge of other service providers in JordanMore comprehensive picture of client needs and resourcesIncreased inter-agency coordination / a stronger network of servicesDevelopment a common languageA simplified and more efficient referral mechanismIncreased ability for service providers to quickly identify gaps in services (for individual clients and client populations)Improved quality of care for clientsExpected benefits
17. Identify whether or not participation in an inter-agency referral effort is appropriate for your agency.Will participation help you better serve your clients?Next steps
18. Participating agencies will:Set a timeframe for activitiesAgree on uniform documentationSet individual agency M&E plans and agree on shared minimum reportingIdentify staff to be trainedBegin implementationNext steps