Organisation name:

REFERRAL AND SIGNPOSTING POLICY

1.0(Name of organisation) believes that referrals or signposting to another organisation are often an essential part of providing an effective service to ensure that service users receive the information or support that best meets their needs.

2.0Referrals or signposting to another agency should be made when an enquiry or case falls outside the remit or geographical area of the advocacy service.

3.0In all cases service users should be referred or signposted to appropriate organisations.

4.0Referrals received by (name of organisation) will be dealt with by the most appropriate department and in good time.

5.0DEFINITION OF OUTGOING REFERRAL

5.1(Name of organisation) defines an outgoing referral as making arrangements for an alternative agency towork with a service user. This kind of referral can happen when work has already been undertaken with the individual and then it is found to be no longer appropriate.

5.2 The referral will be made to an agency that is able to provide more effective support.

5.3Outgoing referrals will be made when:

5.3.1The advocacy service does not have the expertise, specialist knowledge or work capacity to assist the service user further.

5.3.2The referral falls outside the remit orgeographical area of the service.

5.3.3There is a conflict of interest between the service user and advocacy service i.e. where the service could be in the situation of working with both sides in a dispute. (See Conflict of Interest Policy)

5.3.4There is a breakdown in the advocacy partnership.

5.3.5A complaint has been made about the service.

5.4 Decisions regarding these referrals should be discussed with a Line Manager or as part of group supervision.

5.5 Consent should be obtained from the service user for the referral to be made after explaining the reasons.

5.6When making a referral the Advocate should, wherever possible, make contact with the alternative agency directly on behalf of the service user. Referrals should be confirmed in writing where practical.

5.7Relevant details including any deadlines or other significant issues should be provided to the receiving agency bearing in mind confidentiality and service user consent procedures.

5.8Arrangements should be made to ensure that the case progresses quickly.Support should be given to the service user during the transition period.

6.0DEFINITION OF INCOMING REFERRAL

6.1(Name of organisation) defines an incoming referral as making arrangements towork with a service user where initial contact has come from other than the service user themselves.

6.2Incoming referrals will be accepted when:

6.2.1The advocacy service has the expertise, specialist knowledge and work capacity to assist the service use.

6.2.2The referral falls inside the remit and geographical area of the service.

6.2.3There is no obvious conflict of interest.

7.0DEFINITION OF SIGNPOSTING

7.1 (Name of organisation) defines signposting as providing a service user with information about other agencies or services that may be able to assist them.

7.2Signposting may be provided at the enquiry stage or during a case as different issues arise.

7.3Service users should be provided with up to date contact details of other agencies or services including their hours of service.

7.4Service users should be encouraged to make contact with the other agencies themselves. In most cases it should be left to the service user to make contact with the agency and arrange any necessary appointments.

7.5Service users should be assisted in seeking the services of other agencies when they would otherwise be unable to do so e.g. due to language or communication barriers.

PROCEDURE

1.0To ensure successful referral and signposting good working partnerships should be established with other organisations.

2.0 Up to date contact details of all alternative agencies and services should be maintained. Details should be easily accessible and in an appropriate format.

3.0Wherever possible referral and signposting should be made to known organisations that have an acknowledged quality mark i.e. Legal Services Commission.

4.0Any cost implications of a referral or signposting to anagency which charges for its services should be discussed with the service user.

5.0RECORDS AND MONITORING

5.1 All incoming enquiries to(name of organisation) should be logged and then recorded as:

5.1.1Referrals (which become cases)

5.1.2Referrals (which are immediately referred on elsewhere)

5.1.3Signposting

5.1.4No further action

5.2Records should be kept on the individual case file of any referral or signposting to another agency.

5.3 In the event of the alternative agency not providing a good service it may be necessary to consider supporting the service user to make a complaint.

5.4If a referral is made to a professional service i.e. solicitor, the Advocate may need to remain as a point of contact and support.

6.0 Records of outgoing referrals and signposting should be monitored and evaluated. This may identify gaps in service provision both by the organisation and other service providers and inform future planning. It may also identify potential partners to work with.

7.0Where a gap in service provision is identified because there is no agency to refer or signpost to, the service user should be informed and a decision taken on how best the service user can be supported.

Date this policy came into effect / Date approved by Governing Body
Next Review Date / As agreed by Governing Body
Name or position of person responsible for this policy
Other related policies / Advocacy Partnership
Case Management and Record Keeping
Confidentiality
Conflict of Interest
Consent
Data Protection
Equality
Human Rights
Non-instructed advocacy
Relevant legislation
Useful information

PRACTICE NOTE

Issued to:
All personnel / SUBJECT:
Referral and Signposting Policy / No:
Issued by: / Date issued: / Date amended: / For Information to:
  • To ensure effective signposting or referral to appropriate organisations contact details of other providers should be updated regularly.
  • Wherever possible referral or signposting should be made to organisations with approved quality marks such as the Legal Services Commission etc.
  • The Chief Executive should decide who has responsibility to ensure that all incoming enquiries are recorded and categorised as in procedure 5.1 above.
  • The Chief Executive should arrange to ensure personnel are aware of the need to record any instances of referral or signposting on existing individual case files.

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