Engagement and Case Management
Warm Handoffs: Making Referrals That Actually Connect
How to make warm handoff referrals that clients follow through on, from preparation to follow-up.
Handing a client a phone number is a referral on paper. Whether the client ever reaches the service is another matter. A warm handoff is a referral where you personally connect the client to the next provider.
Why cold referrals fail
- The client has no phone, minutes, or transportation.
- The intake process is confusing or the wait is long.
- The client is anxious about an unfamiliar place.
- Past experiences make the client expect to be turned away.
What a warm handoff looks like
- Prepare the client. Explain what the service is, what will happen, and what to bring.
- Make contact together. Call the provider with the client present, or introduce them in person.
- Share what is needed. With the client's consent, pass along key information so they do not have to repeat their story.
- Solve the logistics. Sort out transportation, documents, and reminders.
- Follow up. Check with the client and the provider afterward.
Get consent first
Before sharing any client information, follow your agency's consent and release procedures. See our guide to confidentiality basics.
Know your partners
The best referrals go to people you know. Keep an up-to-date list of contacts, visit partner agencies, and learn their intake process. Refer to providers who treat your clients with respect.
Go along when it matters
For a first medical or benefits appointment, going with the client can make the difference between showing up and not.
Close the loop
Document the referral and the outcome. If the client did not connect, find out why and try again.
How Be Shepherd helps
Our Health Referral Services help you connect clients with medical professionals who provide services with dignity and respect. Our Pet Assistance Referral Program does the same for clients' pets.