The movement of a referral from creation to completion is facilitated through its changing Status. The Status field communicates information about whether a referral has been accepted, if the client is in the process of being enrolled in a program, or if the referral has expired. A referral’s status also impacts where in the Referrals tab it will display.
|Note: the default status of referrals in the Community Queue is "Pending." This status cannot be manually updated until the referral is re-assigned to a program. The status of a referral in the Community Queue can automatically change to "Expired," however, if the Inactive Referral Expiration Threshold is met.|
There are four statuses a referral can be set to:
- Pending: when a referral is first sent, this will be the default status. Direct referrals with a status of “Pending” will show up under the Pending tab. Referrals sent to the Community Queue will also have a “Pending” status.
- Pending - In Process: when a referral is made directly or re-assigned to a program, users can manually change the status to “Pending - In Process” to indicate that, while the client has not yet enrolled in the program, the referral is actively being processed.
- Denied: indicates the referral was not accepted by the program. The user will have the ability to provide additional information about why the referral was denied.
- Expired: an “Expired” status indicates the referral expired from the Community Queue based on hitting the Inactive Referral Expiration Threshold, which is set by system administrators in Referral Settings. Referrals with a status of “Expired” will display in the Denied tab. Though this status is automatically set in the system when the threshold is reached, a referral can be manually set to "Expired." This can be used to indicate the referral "expired" based on other criteria or in the event a data entry error occurred during the update process, causing the referral to miss the Inactive Referral Expiration Threshold.
Updating a Referral’s Status
Note: the Status field is only editable when accessing the referral from the Referrals tab. It cannot be edited from the client record.
To update the status of a referral, navigate to Search > Referrals.
The status of a referral can be updated three different places: the Pending tab, Sent tab, and Denied tab.
Updating a Pending Referral
The Pending tab displays all referrals sent to programs at the agency the user is assigned or switched into. This is where agency staff review referrals either directly referred to their agency or re-assigned from the Community Queue and is the main location from which referral statuses are updated.
To update a pending referral, navigate to the Pending tab and click the edit icon next to the referral (figure 2).
Scroll down to the Status field. Here you’ll see your status options (figure 3).
If “Denied” is selected, additional fields will display (figure 4).
- Send to Community Queue: this field will only display if it has been configured to do so in Referral Settings. Indicating “Yes” will move the referral to the Community Queue tab. A selection of “No” will move the referral to the Denied tab.
- Denied by Type: allows the user to indicate if the referral was denied by the agency (“Provider”) or if the client declined services (“Client”).
- Denied Reason: the reason the referral was denied. The options available in this dropdown menu are defined by system administrators in the field Referral Denied Reason available in Field Editor.
- Denied Message: a text box to record a note about the reason the referral was denied.
While the Pending tab is the primary location a referral's status is updated, a user may also update a referral's status from the Sent or Denied tab.
Updating a Sent Referral
The Sent tab displays all referral sent from your agency either directly to a program or to the Community Queue. A user may desire to update the status of a sent referral if the client later declines services, it is concluded the referral was not appropriate, or the staff member has been tasked with updating the referral by the referred to agency.
Updating a Denied Referral
If a referral was denied in error, the referral status can be updated, which will cause it to show up under the appropriate tab.