Linking people to resources in the community is a key function of case management services. Case managers refer their clients to just about every service imaginable. The referral process can be as simple as a phone call or can be a process involving several steps over a period of time. This post outlines the basic referral process from start to finish.
Determine Need
The initial phase of the referral process is to determine
the service need. The need is often
determined as a result of a phone call received by a parent, family member, or
another service provider. Many service needs are determined at the intake when
the client initially enrolls in case management services. This information is then provided to the
permanent case manager so that they can begin the referral process. Needs are also
discovered at the annual treatment planning meeting. At this time, the goals and objectives are
reviewed and needs may change depending on client progress and preferences. Of course, service needs can also be
discovered at any time depending on individual situations and emergencies that
may occur on any given day.
Review Provider List
The next phase in the referral process would be to review a
list of providers. The responsibility of the case manager is to provide choice
of service provider and not to make the decision for the client. The case
manager can assist with narrowing down providers based on their preferences
(location, type of service, etc.).
Schedule a Tour (If
Applicable)
After the client has chosen a provider, a tour is usually
the next phase of the referral process. Tours are usually scheduled for
residential placement, day support services, and vocational placement programs.
In most situations, the case manager schedules the tour and attends with the
client/family. However, the family has the choice of scheduling and attending
tours on their own if they choose to do so.
Gather Information (Application
Process)
The provider has been chosen and the tour has been
completed. If the client is satisfied with the tour and wants to start the
service, we then move into the application process. In this phase, the case
manager gathers information such as treatment plans, assessments, psychological
reports, and medical reports. This information is sent along with any formal
application.
Intake Meeting
The intake meeting is where the client finalizes his/her
admission to the new service. Treatment
plan goals are often updated to include the new provider. Program rules and expectations
are also discussed at this time. Most importantly, start dates are confirmed
and any other documentation is completed before the client starts services. At this time, case managers may also
coordinate transportation if needed.
Follow Up
Case managers then follow up to determine if the service
provider is a good fit. There is usually
a 60 day assessment period for the provider to determine if the provider can
serve the client and if the client wants to continue to receive services from
this provider. A meeting is usually held
around the 60 day mark. If the client is satisfied, any adjustments to the
treatment plan are discussed at this time. If the client is not satisfied or
the provider cannot serve the client, then discharge from services is
discussed.
Transition to
Monitoring Phase
The referral has been completed and services are
now in place. At this point it’s the case manager’s job is then to help the client
maintain services. The case manager will continue to monitor services through
monthly phone calls with the client/family/ provider, reviewing reports, and
through regular site visits. 
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