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Referral Statuses

 

What is a Closed-Loop Referral?

A closed-loop referral is a process that tracks a referral from start to finish. It ensures we know the final outcome—whether a person successfully received help or not.

 

 

How it Works

The "loop" stays open until a status update is made by one of these three parties:

  • The Seeker (the person receiving help)

  • The Navigator (the person who made the referral)

  • The Program Provider (the organization providing the service)

 

Referral Status Types

There are two main categories of statuses used to track this process:

  1. Pending: The referral is still in progress or waiting for a response.

  2. Closed: The outcome has been determined and the "loop" is complete.

The following definitions outline these statuses and will help you accurately track a seeker’s progress.

 

Pending Referral Statuses

These statuses indicate the referral is in progress. The seeker and provider are still connecting, or the service has not yet been completed. 

Not Updated: This is the default setting all referrals come in under.

Needs Client Action: The Seeker needs to do an action before services can be provided.

Pending: This can be used by the program receiving the referral and means it is being processed.

Eligible: The Seeker is eligible for the service but has not received it yet.

 

Closed Referral Statuses

A closed status signifies that a final outcome has been reached. Updating a referral to any of these statuses officially completes the process and closes the referral loop.

 

Referred elsewhere: You have directed them to a different organization for help.

Got help: You have helped them!

Couldn’t contact: You were unable to contact the Seeker.

Not eligible: The Seeker was ineligible for the program.

No capacity: The program doesn’t have capacity to help the Seeker.

Couldn’t get help: The Seeker was unable to get help for various reasons from the program.

No longer interested: The Seeker indicated they no longer need or have an interest in the program.

 

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Learn how a seeker, navigator, or program provider can update referral statuses by reviewing Closing the Referral Loop.