Referrals to Services
One of the pivotal tasks of CYSHCN Program staff is to connect families to health and community services. Referrals are an essential element of the CYSHCN Program, helping to strengthen the system of care. By referring families to services, we help them take the next steps toward addressing their physical, social, emotional, educational, and/or developmental needs. That's why New York State's CYSHCN Program workplan requires that information and referrals are provided to children and youth with special health care needs and to their caregivers in a way that is accessible and easily understood.
Every CYSHCN Program across New York should serve as an information hub offering a wealth of resources about supports and services available locally and regionally, and beyond when needed. As the point of contact, you are the bridge between families and the services they need. Building and maintaining relationships with priority partners through Public Health Detailing will boost your ability to make meaningful referrals.
Search NYS: The Resource Database
In addition to your own base of knowledge, the COE is building a searchable database of vetted resources that are particularly useful for the individuals and families you serve. Search NYS will soon be available for you to use as a source for referrals to community, state, and national services and information for children and youth with special health care needs.
The Referral Process
Initiating the Referral
The referral process can be initiated by a family member, young person, professional partner, or CYSHCN Program staff member who has noticed a need. It begins with a one-on-one meeting or phone call between CYSHCN Program staff and the person seeking assistance.
Understanding the Need
While in many cases the need may be expressed right away, sometimes additional concerns become clear during individual conversations. Be sure to create the time and space to get to know each person and consider the variety of services and information that would help them.
Cultivating an environment of trust and comfort is critical for the referral process. Using communication strategies such as open-ended questions, active listening, and affirmations and validations will help build rapport. The most effective referrals are made when staff are nonjudgmental, approachable, informed, and respectful.
A Note about Sharing Information
Be sure to ask if sharing personal information with another agency is OK with the person you're helping. Health care providers, educational institutions, and human service organizations are required to keep records confidential. In some cases, in order to follow up, formal written consent may be necessary. A clear outline of what information needs to be shared and for what purpose is helpful. Most service providers have developed policies and procedures for this. The key is to make sure the referrals you make are successful while also following privacy protocols.
Making the Referral
When talking with the person you are referring:
- Provide information about the service and what they can expect
- Assist in scheduling appointments if needed
- Describe the intake process in advance
As you think about potential referrals, try to identify any barriers to access. Issues to consider include past experiences, preferences, location, transportation, and costs. These can vary greatly between families. It might help to consider what support is needed in making the appointment and what obstacles might arise in getting to that appointment. Help folks think it through and create a plan.
One strategy, known as a "warm referral," involves CYSHCN Program professionals making the first contact with the service provider either in person or by phone. You can act on behalf of the person you are referring and explain the reason for the appointment. This process allows you to pass along the name of the contact at the organization to the person you're referring, which will increase their comfort level and enhance the likelihood that they will keep the appointment.
Documenting the Referral
Meet your reporting requirements by documenting referrals in the NYSDOH Survey Management and Response Tool (SMART) application. But don't stop there! Keeping your own records will help you follow through and provide additional support as needed. The simple referral tracking form below may help. Keeping a record of this information will help you know whether children and youth with special health care needs and their families have adequate private and/or public health insurance (Medicaid), a medical home (primary care provider), and necessary support services. If not, provide referrals and be sure to check in regularly because circumstances can and do change!
Follow Up
To ensure that the person you're supporting has obtained the services they need, it is important to track whether they followed through with the referral. Check in with them after the appointment.
