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GUIDELINES FOR THE REFERRAL ROLE
1. Be sure you understand the client's problem clearly
before you
contact the other agency or refer without calling.
2. Instruct the client carefully about what documents to take along.
3. Ask the client to let you know what happens at the other agency.
4. Train the client to get the other worker's name and number.
5. Ask the client to have the other worker call you if there is a problem.
6. When talking with a representative of another agency:
-always give your name
-always get the other person's name and direct extension
-make human contact with the other person
-get details about the setting: what floor, who to see, directions
-get every single detail about what the client must bring
-get a sense of the time involved, so client's expectation can be set
-be sure your client has given you permission to discuss the case.
7. If you deal with this agency regularly, develop a contact person there.
8. Get a copy of the agency's rules and regulations if you deal with it often.
9. Don't confuse a negative worker attitude with agency policy. Ask for a
supervisor if the worker does not have the power to solve the problem.
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