About this resource
Referrals often fail in the gaps: unclear consent, missing information, long waitlists or no follow-up. This checklist walks through each stage of a warm referral and includes a simple record to track responses and next steps.
Purpose
To make referrals person-led, consent-based and more likely to succeed, with nothing left hanging while the person waits.
Who it is for
Primary profession: Community services and case workers. Also relevant for social workers, NDIS providers and support coordinators.
Client or participant group: Case workers referring adults or families to other services.
Practice setting: Community services, homelessness, family support, neighbourhood centres and other casework settings.
Suggested uses
- Preparing a referral with a client
- Supervising new case workers
- Tracking several referrals for one person
- Reviewing why a referral did not succeed
Instructions for practitioners
- Confirm the need and the person's goal for the referral in their words.
- Explain what will be shared and obtain informed consent, following your organisation's procedures.
- Check eligibility, waiting times and costs before raising expectations.
- Share only the information the receiving service needs.
- Use a warm handover where possible and set a follow-up date.
Accessibility considerations
Talk through referral options using plain language, written summaries and interpreters where needed. Offer to make calls together or attend first appointments.
Scope and limitations
A practice checklist. Follow your organisation's consent, privacy and information-sharing procedures, which take precedence over this checklist.
Research basis
Case management practice standards describe assessment, planning, coordination, review and planned exits with the person at the centre.
- Case Management Society of Australia and New Zealand. (2013). National standards of practice for case management (3rd ed.). https://www.cmsa.org.au/
What is included
A 3-page printable A4 PDF, including a practitioner notes page with the research basis (version 1.0).
Originality
Original Practitioner Plus content: wording, activity structure, layout and icons were created for this resource. No third-party worksheets, illustrations or text were reproduced.
