Unassigned referrals
A new referral can sit without a clearly allocated staff member.
Early prototype for SIL providers
Stop chasing your team for referral updates.
See where every referral is up to, who needs to act next and what is waiting or overdue.
Less chasing. Clearer oversight. More time for the work that matters.
The problem
When referral information is spread across different places, managers have to chase the update.
A referral may begin through an email, a phone call, a website form or a spreadsheet. As it moves between intake, operations and internal reviewers, it can become difficult to see what has happened and what needs to happen next.
Missing information
Intake staff repeatedly follow up for documents, dates and referral details.
Unclear next action
Managers have to ask who is handling the referral and what they are waiting for.
Accepted but not commenced
A referral can be accepted but remain incomplete before the participant actually commences.
The problem is not always a lack of effort. It is a lack of one visible workflow.
How it helps
One place to see where the referral is up to.
VitalScale Referrals provides a shared workflow from first enquiry through to service commencement. Staff can see the current stage, the next action, who needs to complete it and when it is due.
01
Clear responsibility
Each active referral has a Referral Owner who remains accountable for coordinating it from beginning to end.
02
A visible next action
The Current Action Owner shows who needs to complete the next task. This can change as the referral moves between staff.
03
Waiting reasons and deadlines
See what is waiting, why it is waiting and when follow-up is due.
04
Management visibility
Managers can identify unassigned, overdue or stalled referrals without requesting separate updates from staff.
05
Share approved vacancies more easily
Create a ready-to-share vacancy post using verified public information, review it and open LinkedIn, Facebook or another social channel to share.
SEE VACANCY SHARINGReferral Owner: the person accountable for coordinating the referral from beginning to end.
Current Action Owner: the person responsible for completing the next task. This changes as work moves between staff.
The referral journey
A visible journey from first enquiry to commencement.
The exact process can be configured for each provider, while keeping the main stages easy to follow.
- 1Referral received
- 2Owner assigned
- 3Information checked
- 4Operational review
- 5Assessment and viewing
- 6Human decision
- 7Handoff and commencement
At every active stage, staff can see the referral status, the next action, who needs to act and the due date.
Less manual follow-up
Request only the information that is missing.
Intake can check referral information, identify missing items and prepare one clear request for the referrer. The request remains editable and requires staff review before it is sent.
- See which information is complete or missing.
- Prepare a clear request using the missing checklist items.
- Keep the follow-up action and deadline visible.
External communication remains subject to staff review and confirmation.
Built for the whole referral team
The right view for the work each person needs to complete.
Referral Coordinator or Intake Lead
Sees new and unassigned referrals, allocates the Referral Owner and monitors overdue work.
Intake Officer
Checks information, follows up with referrers, coordinates the referral and keeps it moving through the process.
Operations Manager
Reviews operational feasibility, requests internal input and records the authorised human decision.
House Manager or Internal Reviewer
Receives a specific question and provides the relevant operational input without taking over the full referral.
Provider structures differ. Roles and permissions can be configured to match the provider’s operating model.
Vacancy visibility
Turn verified vacancy information into a ready-to-share post.
Choose an available vacancy, prepare the public information and review the post before opening your chosen social channel.
- 1Select a verified vacancy.
- 2Review the prepared post and image.
- 3Open the selected social channel to share.
Nothing is posted automatically. An authorised staff member must confirm that the vacancy is current and approve the content before sharing.
Vacancy promotion does not determine participant suitability, compatibility or placement. Those decisions remain subject to participant choice and authorised human review.
Human-led workflow
Technology supports the process. Your team makes the decisions.
VitalScale Referrals is designed to coordinate actions, deadlines, communication and handoffs. It does not decide whether a participant is suitable for a home.
VitalScale helps your team:
- organise referral information;
- identify missing information;
- assign actions and deadlines;
- coordinate internal reviews;
- record participant preferences and viewing outcomes;
- maintain a visible activity history.
Authorised staff continue to:
- review service feasibility;
- consider participant choice and preferences;
- review household and staffing factors;
- request specialist input when required;
- select preliminary vacancy options;
- make acceptance or placement decisions.
Preliminary vacancy options remain subject to participant choice, staff review and authorised human decision-making.
Do not lose visibility after acceptance
Keep accepted referrals visible until support actually commences.
An acceptance is not the end of the referral journey. VitalScale Referrals can keep the handoff visible until the transition is complete and the actual commencement date is recorded.
- Keep the transition action and owner visible.
- Track planned and actual commencement.
- Close the referral only when the outcome is confirmed.
Designed to support your current workflow
A referral workflow layer, not another full care-management system.
VitalScale Referrals is intended to organise the work that happens between first enquiry and commencement. It can be configured to work beside a provider’s existing systems rather than replacing clinical records, rostering, billing or care documentation.
Inbound channels
- Phone
- Website form
- Manual entry
- Existing system integration where available
VitalScale Referrals
The provider’s existing care or client-management system
The final integration approach depends on the provider’s existing software, available APIs and workflow requirements.
Early prototype
See the workflow in action.
VitalScale Referrals is currently an early prototype created for provider demonstration and consultation. The demonstration uses synthetic information and is intended to help SIL providers review the proposed workflow before the product is fully developed.
Early prototype with an interactive demonstration.
Book a short demo
Would clearer referral visibility help your team?
Book a short demonstration to see the proposed workflow and discuss how referrals are currently managed in your organisation.
Prefer email? Contact Ajay Singh at ajay.singh@vitalscaledigital.com.au