Background

 

The purpose of logging an outcome is to record the status of a direct referral and closing the referral loop. Referrals that have a outcome recorded will be removed from the "My Active Referrals" to "My Agency Referrals" status.

 

The outcome should be recorded once the client has a definitive resolution to the referral. For example, if the client is "not eligible" at that point, or if they are and receive a program enrollment/service complete, then an outcome should be recorded at the conclusion of the enrollment/service. 

 

Best practice is to review referrals daily to take timely action. Once the client's eligibility and participation are determined, an outcome should be recorded. For example, if your agency receives a referral and you determine the client is eligible to participate in services, your agency will reach out to discuss your program and the services available, and the client will have the opportunity to agree to participate in your program. If the client is not eligible for the program the outcome should be marked as "not eligible" at that point. You will need to log an outcome in GetHelpOC that is appropriate to the status of the direct referral. 

 

Logging the Outcome of a Direct Referral

 

Step 1: To retrieve your referrals, go to the "Referrals" tab. 

 

Note: Select "My Active Referrals" for any pending or active referrals that need your attention. To view all referrals including past referrals click on the carrot under select "My Agency Referrals."

 

 

 

 

Step 2: Click on the referral number that you would like to log the outcome for. 

 

 

 

 

Step 3: Click on "Record Outcome" and then click Next. 

 

 

Note: Depending on who the direct referral was assigned to, the Referral Manager and Case/Care Manager are both able to record the outcome of the referral. 

 

 

 

 

 

Step 4:  If the client has been enrolled into the program or has completed the service you may then select the appropriate outcome of the direct referral.  Once the outcome is recorded, it will then be moved to "My Agency Referrals." You will need to log an outcome in GetHelpOC that is appropriate to the status of the direct referral. 

 

Note: The legal privilege is to only be selected by legal service providers. This should be selected by all direct referral legal services regardless of what transpired in the case. 

 

 

 

Note: View the table for guidance on when to use certain outcomes. 

Outcomes	Further Defined
Legal Privilege (Protected Outcome)	Agency is a legal organization and cannot legally mark the outcome of the referral.
On Waitlist	An interim status for clients added to a waitlist until the service becomes available or it is their turn. This status does not close out the referral as completed but leaves the referrals in the pending status.
Service Complete	A one-time service is provided to the client (i.e food box)
Program Enrollment	Client is enrolled in a program or service either 1 time or ongoing.
Diverted	Another funding source or program was used which is different from the original referral program.
Enrollment Incomplete	The client started the intake process with the Agency and did not complete the process for the enrollment.
Unable to Contact	Agency has documented at least 3 attempts to reach the client (call, text, email) within the GetHelpOC's notes section, and there was no response from the client within 7 business days.
Not Eligible	Client was not eligible.
No Capacity	The Agency does not have the capacity or resources to provide the client with the service.
Self- Resolved	The client's situation was solved on their own without the intervention of the referred service.
Deceased	The client passed away.
Client no longer interested	The client expresses that they are no longer interested in pursuing the referral.
Client Refused Services	The client declined further services and does not want to move forward with the referred services
No Show	The client did not show up for their scheduled intake or appointment.