At setup, an agency identifies who receives referrals on behalf of the agency; this role is called the Gatekeeper. Two or more Gatekeepers can be designated to receive incoming referrals. Most user roles can be designated as a Gatekeeper.

1.) To process a referral, go to Todo’s tab of the Information Center. When a new referral comes in for the agency, it will show in the gatekeeper’s Todo’s as a bolded new task.

2.) Before taking action on the referral, the gatekeeper can press the Go To Case Record button to navigate to the client’s profile. Reviewing the client’s profile may help to determine how to proceed with the referral.

3.) After reviewing the client’s profile, return to the Home Screen to process the referral.

4.) Click on the referral status to open the referral details panel. Choose one of the actions (e.g., Forward, Assign, Accept, Decline).

5.) Forward: Gatekeepers can forward the referral when it is not appropriate for their entity and they know of another entity that could provide the service.

6.) Assign: Gatekeepers will assign the referral to a user within their entity when their agency is going to process the referral.

7.) Accept: Users will accept the referral to begin work. This often occurs after the referral is assigned by the gatekeeper (as indicated above). However, gatekeepers may choose to assign the referral to themselves in which case they may bypass the Assign option and choose Accept instead.

8.) Decline: Sometimes the requested services are not able to be provided to the client. If the agency is unable to serve the needs of the client or provide the services indicated in the referral, the gatekeeper will choose Decline.