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Route a Referral to a Partner Agency

Learn about the routing function, if it will work for your agency, and how it's used.

Rachel Shelswell avatar
Written by Rachel Shelswell
Updated over a week ago

What is routing? (Premium Feature)

Organizations in charge of coordinating access to a network of agencies use "Routing" as a way to connect clients with the right service.

Routing is a function utilized, primarily, in a central intake processes. It involves a referral received at an original recipient organization, the one that conducts intake, getting routed to the most relevant provider in the network.

This often involves service matching using a customized search interface to route the referral while speaking with the client who has been assessed at central intake.

How to Route:

  1. Navigate to Referrals. Scroll until you find the referral you've received and are ready to route to the endpoint.

  2. Hover over the three-dot menu and select Route.

  3. You should now see a blue ROUTE bar appear at the top of your screen. This indicates that the original referral's information is ready to be sent.

  4. Once the routing bar appears, navigate to the top menu and hover over Search.

  5. You should see your most recently visited search sites which should include the network of partner agencies to which you are routing.

  6. Once there, complete the service search to find the service you're looking for. Then select Refer Now or Book Now, whichever appears.

7. Complete the referral process as per usual from here on out. Note: all PHI and Attachments are copied over onto child auto-routed/routed referrals. (PHI can be modified later).

8. When you select Finish and see the confirmation page, navigate back to Referrals in the top menu.

9. Once there, find the parent (initial) referral, and update its status to indicate it has been routed. At this point, you may wish to archive the parent referral.

Key Elements

Consent can be extended to the child auto-routed/routed referrals (Consent can be modified later).


Monitor change in Status/Outcome by the HSP in the Outbox. Filter by the various statuses. If a referral is Declined, you can route the parent referral again to a different provider.


Referrals appear in the Routed Referral Report in one row so parent and child information is connected. This will make it easier to see the full picture for the referral.


Internal notes are shared between child (auto-routed/routed) and parent referrals.
Messages and standard notes are not shared between the child (auto-routed/routed) and parent referrals.
Want to learn more about communicating within a referral? Click here.


Documents can be attached to the parent referral and when routed to the appropriate provider, attachments will be included. If new attachments are added to the parent referral, the referral will need to be routed again.

How to See Details about the Other Referral

In the Referral Inbox, tooltip information is there for child/parent referrals.

Routing icon on hover displays source information

From the Referral Information page, you can view information about the partnered referral (either parent or child, the opposite of the referral you're viewing), including reference number and service details.

Parent Referral Information

If you need help routing, or have more questions about routing send our team a message via our chat box.

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