1. Resource Identification and Referrals
Module 1 Unit 5
HEET 8 Hospital Employee Education & Training 2015/2016 Washington State

2. Learning Objectives Define eligibility
Explain the processes to establish eligibility for resources
Identify the processes used to refer clients to the appropriate level of care after determining eligibility to receive support
Describe the role of care coordination in client navigation throughout the continuum of care

3. CARE NAVIGATION Does not exist in a vacuum!
Often a navigator cannot meet every client’s needs.
Referrals are an essential part of a practitioners toolkit.

4. How do you decide what kind of referrals to make?
There are 2 major factors in this:
Is the client willing and agreeable to the referral?
Is there an appropriate referral in their community?

5. Intention of Referrals
To ensure your client’s needs are being met.
To assist you and your client in achieving stated goals.
To provide holistic services to your clients.

6. What is your role as Care Navigator in the referral process?
It depends:
On the agency you work with and your role within that agency
On your client and their needs
Referrals and having a network within the community you work in is an essential part of the care navigator role.

7. What you need for effective referrals:
A rolodex, notebook, computer file, etc of resources.
An understanding of resources and their eligibility requirements.
An understanding of how to access services at different resources.
Might be helpful to have applications or paperwork for those you use the most
Fliers or brochures can also be helpful.
An understand of what you client is needing at this time in their care navigation process.

8. Other Suggestions on Making Referrals
Start with client’s immediate stated need.
If client struggles to state need- help them identify what is most important right now.
Make a list/prioritize. This is best done WITH your client.
Know the referral sources you are sending client to and be honest with them. Tell them if they will wait on hold or want in the lobby a long time.
Be clear with your client who is going to do what in terms of referrals.

9. Maslow’s Hierarchy of Needs
Physiological Needs

10. Definitions on the Hierarchy
Physiological- Air, food, sleep, shelter, warmth, sex.
Safety Needs- Protection from elements, security, law, order, limits, stability, freedom from fear.
Social needs-belongingness, affection, love.
Esteem needs- achievement, mastery, independence, status, dominance, prestige, self respect and the respect of others.
Self Actualization needs- realizing personal potential, self fulfillment, seeking personal growth and experiences.

11. Why Maslow? It allows a simple framework to assess client need.
Could the reason they are making the decision at hand be related to a need not being met?
Remember- the lower parts of the hierarchy must be met before we can move up. WHERE is your client?
Do you need to look at a referral that is lower on the hierarchy BEFORE you can move up to more high level referrals?
Don’t send your client to an art class if they are hungry.

12. Keep in Mind
A lot of us as Care Navigators have our lower level needs met. We might be in a very different place than our clients. Imagine (or maybe you already know!) what it might be like to not have basic physiological and safety needs met- and imagine how hard it would be to follow through and be invested in your health if you were struggling with those needs.

13. Working in Rural Communities
Can be difficult.
Some have fewer resources.
Personal Issues can interfere more here
Client knows of the resource from the community
Client knows people who work at the resource
Client has some sort of dual relationship with that resource
Clients may be more hesitant to accept referrals in their own community.

14. So What do we do? Work with client to discuss barriers to referrals.
Come up with alternate referral sources when you can.
Can the client travel out of town?
Are there providers who travel into town?
Does the client have other connections they can utilize (VA, advocacy groups, state agencies)?
Know your resources and what is available.
Clients will trust your referrals more if you have a working relationship with that referral source.
Know that clients always have the last say-if a referral cannot be negotiated, they may not get one.

15. Working in Urban Settings
Often urban areas have more resources.
However urban areas often have higher needs too.
Waiting lists can be an issue.
Clients may fall through the cracks more easily.
May be more unscrupulous or poor providers.
Can be difficult for the case manager to keep track of different providers.

16. So what do we do?
May need to advocate more for clients depending on the resource availability.
May need to provide more follow up to ensure your client did not slip through the cracks.
Be as knowledgeable as you can about resources in the area you work in.
Know about transportation and transportation lines if this is an issue for client.

17. In any setting you need to:
Decide how involved you are going to get in the referral based on your relationship with your client.
Maintain good working relationships with referral sources.
Maintain a reference book or rolodex of referral sources.
Attempt to have a back up plan if the initial referral does not work out.
Be prepared to problem solve with your client any referral issues that may arise.