Welcome to this self-guided training course! We're here to empower you with the skills to efficiently navigate and use the Findhelp platform.
In this training section, we'll clearly explain the difference between sharing and referring a program, detail the two referral types, and describe the notifications that are sent out when referrals are made.
Difference Between Sharing and Referring a Program
✅ Sharing a program is anonymous and only counted in general reports. If you want to track which programs you recommend and see their results, you'll need to make a referral through the platform.
Starting a Referral
Referrals are started by clicking on the connect button inside of a program card.
We don't require organizations to accept referrals through email to be listed on our platform. This helps us list every social service program available, even if they prefer other ways of connecting.
Organizations can keep using their usual methods, like their website or phone. Our platform then helps you track the results of those referrals, so you can see the outcome.
This is why there are two types of referrals: live and logged.
Connect Button Types
The Connect button on each program card changes based on the referral type and the next steps set by the program to connect seekers to the resource or service. For live referrals, you'll see language that tells you an action is being taken right here on the platform. For logged referrals, the "Connect button" will send you directly to the program's preferred next step, like their website or phone number.
What is a Live Referral?
So now that we have talked about the connect button that starts the referral process, let's go through the differences between a live and logged referral. Live referrals are enabled by the CBO through the platform. This is how a live referral works:
Filling out a Live Referral Form
When filling out the form:
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Search for the seeker's name to see if you've helped them before. Their information will automatically fill in if you have.
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Enter the seeker's contact information, not your own. If they don't have any, leave a note or use placeholder info.
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Select their preferred language to translate the notification they'll receive.
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Choose their contact method—this is only for notifying the seeker, not the organization.
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Add a note—this note will be visible in the seeker's notification and to other navigators in your group.
- Gain their consent to send the referral to the program organization.
What is a Logged Referral?
Filling out a Logged Referral Form
To log a referral:
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Click the Connect button to share next steps with the seeker.
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Select "Log a Referral" and fill out the form. (This referral won't be sent to the organization, but it will be saved in the seeker's shared care record.)
When filling out the form:
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Search for the seeker's name to see if you've helped them before. Their information will automatically fill in if you have.
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Enter the seeker's contact information, not your own. If they don't have any, leave a note or use placeholder info.
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Select their preferred language to translate the notification they'll receive.
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Choose their contact method—this is only for notifying the seeker, not the organization.
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Add a note—this note will be visible in the seeker's notification and to other navigators in your group.
Ready to make a referral? Check out this video to see how.
Referral Notifications
After you submit a live referral, both the seeker and the program provider get an email. This email lets them update the referral's status, and those changes are shown across the platform. As the navigator who made the referral, you can also receive a notification when the status has been changed. The cadence is determined by your Site Administrator.
Who receives a notification is determined by the preferred contact method, the program provider, and the referral status updates.
Preferred Contact Method Inside Referral Forms
When a person is referred, they choose their preferred way to be contacted. This contact preference is then shared with the program provider so they know the best way to reach out. Depending on their choice, the seeker can also receive a notification that a referral has been made on their behalf.
If they choose email or text, they will receive either an email or text notification. If they choose both email and text, we will prioritize the email address and only send them an email notification.
- If they choose phone they will not receive a referral notification.
- If they choose Don’t reach out, referral notifications will not be sent to anyone, including the Seeker or the Program.
Text notifications
If a Seeker choose Text as the best way to reach them, they will receive this message with a reference to the site where the referral was made, the name of the program, the next steps, and a direct link to the program.
They will not receive referral status update notifications with this contact method.
Email notifications
Notifications for referrals made on Customer Sites will be updated to reflect the site's branding. All emails are TLS encrypted which is the industry standard.
Seeker Email Notification
If the Seeker chooses email as the best way to reach them, they will receive the following notification. It will contain:
1. Any comments made by you in the referral form
2. Next steps for reaching out to the program
3. A space to update the referral status
4. If a preferred language was selected in the referral form, the notification the seeker receives will be in their preferred language.
Next Section
Now that you have learned how send a program referral, we are going to do a recap of what you have learned and provide a knowledge check you can use to test your skills! We will also go over the support paths you have as you are utilizing your site.