Beyond the Handoff: Improving Referral Processes to Better Support Clients

Does your referral process end at the handoff? Here's how to make sure it doesn't.

This session gives a practical framework for building referral workflows that don't let clients slip away. You will leave with concrete configurations, practices, and tools you can put to work right away.

Here's what we'll explore together:

• Logging vs. tracking a referral — and why that distinction determines whether clients stay connected to care or get lost in the process.

• Designing workflows that reflect the full referral lifecycle. How to structure forms and records to capture every stage, from need identification through outcome.

• Building follow-up into the process. Strategies for assigning clear ownership

• Using referral data to strengthen your network over time. Consistent tracking reveals which partners deliver, which populations face the most barriers, and where your network needs to grow.

A referral system that keeps clients connected is a reflection of your organization's values. When your workflows are built to follow a client through every handoff and transition, you're not just managing cases — you're delivering on the promise that brought your team to this work.

Watch the recording: Beyond the Handoff: Improving Referral Processes to Better Support Clients