POPS Chapter 15 - Client Referral Standards
Assessment of client needs and resources must include prevention, clinical, psycho-social, and other support services. Mandated referrals of clients to appropriate agencies are required to be made for known or suspected child/elderly/disabled abuse or neglect, threats of suicide or violence against person or property, and infectious TB.
Any direct service personnel are trained/qualified to provide referrals to a client and to refer the client to another staff member to receive this service. Referral activities are included in the relevant staff job descriptions.
There are written protocols for:
- referrals and follow-up, including provision for obtaining specific written releases from clients for all referral and follow-up activities
- reporting situations as mandated by law
- Referrals and follow-up are documented in the client record/chart
- Educational materials given to the client are documented in the client record/chart
- Referrals are reported in the COMPIS/data collection system as required
15.3.2 Elements of Referral
Resources - Staff making referrals have access to resource information (e.g., Texas HIV/STD Community Resource Directory, local service directories) that is current and relevant to the population in the service area.
Linkages - Referral linkages are current and documented in Memoranda of Understanding (MOU) or Memoranda of Agreement (MOA) as necessary.
Education - Provide relevant educational materials, in language appropriate to the population at-risk in the service area.
- A policy and procedure for follow-up with the client are established
- A method of assessing client satisfaction with the given referral and addressing incidents of negative feedback from the client is established