Adding a participant from a referral

Log a referral, work it through the referral board and convert it into a participant record, so the details the referrer gave you carry straight into intake without re-entry.

Before you begin

• The Add participants and Run intake permissions (and Log referral needs permission to create referrals).
• At least one branch set up in Settings → Organisation and sites.

Log the referral

Every enquiry, from a support coordinator, family, hospital or your website, starts as a referral.

1. Go to People → Referrals and intake.
2. Select Log referral. The Log a referral drawer opens.
3. Enter First name and Last name. Add the NDIS number if you have it (it is optional until it is known) and the Suburb.
4. Choose the Source (for example Support coordinator, Family or Hospital discharge) and enter the Referrer and Referrer’s organisation.
5. Tick the Services requested, such as SIL, In-home support or Community access.
6. Optionally choose someone in Assign to intake officer; leave it empty to use the default owner.
7. Record what you know in Needs, goals and availability, then select Log referral. The referral appears in the first stage of the board.

Work the referral through the stages

1. On the board, select a referral card to open its drawer. It shows the Next action, contact details, Services, Funding and the Pipeline stepper.
2. Use Move to … in the drawer footer, or the arrows on the card, to move it to the next stage (by default New, Contacted, Assessment, Quote sent, Agreement signed).
3. Change the Owner (intake officer) in the drawer if someone else takes it over. They are notified.
4. Switch between Board and List to filter by Stage, Source or Owner. Cards with no contact for 7 days show Stalled, and the owner is reminded automatically.

Convert the referral to a participant

1. Open the referral and select Convert to participant. CompanionAxis creates an intake draft and opens the intake wizard with the referral’s details filled in.
2. Check the details on the first step; a note at the top confirms the record was converted from a referral.
3. Work through the six intake steps and select Create participant on the last one (see The intake checklist: consent, contacts and documents).
4. When intake is submitted the referral is marked won and the drawer shows Open participant instead of Convert to participant.

Referrals from the connected care network

1. Go to People → Connected care network and open the Referrals in tab, or select Referrals from coordinators on the referrals page.
2. Review the referral, then select Accept into intake to start an intake draft, or Decline with a reason. The referrer is told either way.

Close a referral that won’t go ahead

1. Open the referral and select Mark lost.
2. Choose a Reason (for example No capacity or Chose another provider), add an optional Note, then select Mark lost.
3. If circumstances change, open the lost referral and select Reopen.

Tips

• The Conversion rate, Stalled 7+ days and Next actions overdue figures at the top of the page are a quick daily check for the intake team.
• Referrals asking for SIL are matched automatically to vacant rooms in Homes → Vacancies.
• On the mobile admin app you can see open referrals and mark them lost; moving stages and converting stay on the web.

If something goes wrong

Moving a card to Won shows “A referral is won when its intake creates the participant. Convert it to a participant instead.”

You can’t drag a referral to the won stage. Select Convert to participant and submit the intake; the referral is marked won when the participant is created.

Choosing the lost stage asks for a reason, or the API says “Use “Mark lost” so the reason is recorded.”

Lost referrals always need a reason. Use Mark lost in the drawer and choose one of the listed reasons.

You can’t move a referral at all

A lost referral must be reopened before it can move. Select Reopen first. If the arrows are missing, you need permission to update referrals.

Convert to participant isn’t shown

It needs the Run intake permission and only appears on open referrals that haven’t already been converted.