About this resource
A warm handover introduces a client to another service in person or by phone, with their consent, so they do not have to tell their story again. This script covers preparing with the client, the introduction call, sharing agreed information, confirming next steps and following up.
Purpose
To make referrals more likely to succeed through supported, personal handovers.
Who it is for
Primary profession: Community services and case workers. Also relevant for social workers, youth workers.
Client or participant group: Community services workers making referrals.
Practice setting: Community, housing, health and youth services.
Suggested uses
- Referrals to housing, health or legal services
- Transitions between programs
- Training new workers
- Supporting clients who have had poor referral experiences
Instructions for practitioners
- Get the client's consent for what will be shared.
- Make the call with the client present where possible.
- Confirm the next step and date before ending the call.
- Follow up to check the connection was made.
Instructions for clients or participants
- Tell your worker what you are happy for them to share.
- Join the call if you can.
- Write down the next step.
Accessibility considerations
Use interpreters. Offer to attend the first appointment where appropriate.
Scope and limitations
A practice script. Follow your organisation's consent and privacy requirements.
Research basis
Case management practice standards describe assessment, planning, coordination, review and planned exits with the person at the centre. Structured handover tools improve communication and patient safety.
- Case Management Society of Australia and New Zealand. (2013). National standards of practice for case management (3rd ed.). https://www.cmsa.org.au/
- Müller, M., Jürgens, J., Redaèlli, M., Klingberg, K., Hautz, W. E., & Stock, S. (2018). Impact of the communication and patient hand-off tool SBAR on patient safety: a systematic review. BMJ Open, 8(8), e022202. https://doi.org/10.1136/bmjopen-2018-022202
What is included
A 2-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.
