Resolving a Referral

Author: Reid Lemker | Date Created: 05/01/2025 | Date Updated: 05/01/2025

Overview

This article provides step-by-step instructions on how to resolve a non-coordinated entry referral in ClientTrack. Users will learn how to accept, deny, or return referrals and update referral statuses appropriately. If your interested in information about resolving a Coordinated Entry referral, check out the article: Resolving a Housing Referral from Coordinated Entry

More About This

Referrals in ClientTrack allow organizations to connect clients with available services. Resolving a referral ensures that clients receive the appropriate services and that data remains accurate. When resolving a referral, users have the option to:

Services Provided
Information Only
Rejected
No Show

Details

Acknowledge Receipt of a Referral

If your project receives referrals within HMIS outside of Coordinated Entry, the first step is to acknowledge that referral. This lets the Referrer project know that you will now be taking the next steps to reach out to the client in order to verify their eligibility to be enrolled at your project.

Click on your user icon in the top right-hand corner of the screen to open the Settings sidebar, then make the following selections:
1. Workgroup: Whichever applies to your role as a housing provider, usually HMIS User.
2. Organization: Your project’s organization. (Click here to see a list of programs and their owning organizations). *For example, Avivo-RRH-HCC-Other-Homeless Prevention Services Program Pilot's organization is: Avivo - Hennepin County.
3. When finished, click on Apply.
Navigate to the Clients workspace and open the record of the client that was referred to your project.
In the menu group, expand the Enrollment and Services folder and select Referrals:

On the Client Referrals page, find the event in the list for the referral to your project and click on its edit icon.

Select the referral you want to resolve and click Referral Outcome.

On the form screen, locate the Date Referral Acknowledged field and click the calendar icon to record the date you first learned of the referral:'

On the form screen, locate the Date Referral Acknowledged field and click the calendar icon to record the date you first learned of the referral.
You can now click Finish and exit out of the client record. Now that you’ve acknowledged the referral, the next step is to reach out to the client.

Resolve a Referral

Depending on what happens once you have done the work to reach out to and meet with the client referred to your housing program, there are four possible outcomes that you will need to record in HMIS.

After determining if the client is eligible for you project. Fill out the following fields in the Outcome Information screen.
1. Appointment Date: when you met with client to determine eligibility
2. Result Date: When result of the referral was determined
3. Result: Choose one of the four possible outcomes that apply to the referral:
4. Comments (optional field): Add any necessary notes in this section for tracking purposes.
Click Finish to update the referral status.
If applicable, proceed with enrolling the client in the appropriate program.

Note: If a referral was sent incorrectly or needs reassignment, coordinate with the referring agency before making changes.