Online Referral System

The Online Referral System is available for community organisations and services that refer clients to Age Concern, Citizens Advice Bureaux and Shelter. If you would like to self refer to one of the agencies please see Primary Partners page under ‘About us’ section on how to contact each agency direct.

 

What is the Online Referral System (ORS)?

The Online Referral System is a new and innovative tool that will be made available to community organisations to refer clients to three key organisations: Age Concern, Citizens Advice and Shelter. By filling in a simple online form you can give your clients access to a wealth of services and support.

 The ORS was originally developed by Halton Citizens Advice Bureau and has had great success in the five years it has been trialled in the borough.

 

“ we love the system, it works because we can refer clients at any time of day and we know they will be contacted” - MIND

 

How does ORS work?

The ORS is web-based. You will log on under your organisations name and you will be given a password to access the service. The ORS takes you through 3 simple steps and takes just a few minutes to complete.

 By filling in a simple online form a practitioner can request a call back to a client. The practitioner, with the consent of the client, can give a handover and detail support needs, making the call back more effective.

 At the end of the process the system will give you a print out for your client with a reference number detailing the organisation they have been referred to.

 In return the ORS will keep you updated, letting you know if the client has been contacted and whether there has been a successful outcome. 

 

What are the benefits?

An end to referral fatigue - the traditional methods of referring a client puts the onus on the client. The risk of referral fatigue in these situations is extremely high and sadly those in greatest need can fall through the gaps with their problems unresolved. With ORS the onus is on our three organisations Age Concern, Citizens Advice and Shelter to make that first contact.

As the referring agency you will receive feedback - at the most basic level you will be told when a client has been contacted and if we were able to help. If the client gives permission the system can provide more detail, which is particularly helpful if you are referring a long term client. This is supporting and enabling greater multi-agency working in the community for the benefit of individuals in greatest need.

In addition to receiving feedback on clients there is also the option to receive reports on the number of clients you have referred and therefore helped.

ORS is quick and efficient – through the ORS Age Concern, Citizens Advice and Shelter are committed to calling a client back within 3-working days (unless it is an urgent case – see ‘my client’s problem is urgent’ section below). We have a general policy which ensures if we don’t get through first time we will attempt to call the client three times before reporting back to you.

Referring via ORS is not dependent on opening times – this system cuts out the frustrations of answering machines, engaged phone lines and closed doors. You are able to make the referral 24-hours a day knowing that an experienced worker will pick up your message within the working day.

 

My client’s problem is urgent – will ORS pick it up?

The ORS is committed to responding to a referral request within 3 working days. If the situation is urgent such as an imminent court hearing and this is made clear in the referral the client will be fast tracked.

 

What training and support is available?

The Cheshire Advice Partnership team is offering training and after support whilst you get used to using ORS. However, please be assured that ORS is simple and quick to use and takes you step by step through the process.