No helper can provide all conceivable services. Therefore, arrangements must often be made to match client needs with resources. This is done by referring the client to another helping professional or agency to obtain the needed services. Referral is the process that puts the client in touch with needed resources. According to a case coordinator working with parents of students at an urban high school, “We know that many of our families and students do not have money to provide the basics of food, housing, clothing, and medical services. We work hard here to help families and students find reliable sources within the community to provide help in these areas …. [I]n this city there are emergency services and long-term services … often we refer to both of these types of services. Churches and local and state government services provide the most support for families. Sometimes we also need shelters—these are available in the community. During the 2008 economic downturn, the needs have more than tripled. And now, 7 years after that, the needs continue.”
A referral connects the client with a resource within the agency structure or at another agency. In no way does referral imply failure on the case manager’s part. Limitations on the services that a case manager can personally provide are imposed by policy, rules, regulations, and structure, and they reflect his or her own expertise and personal values.
The case manager assumes the role of broker at this point in service coordination. The broker knows both the resources available in the community and the policies and procedures of agencies. He or she acts as a go-between for those who seek services and those who provide them. As a broker, the case manager and the client may have access to information about an agency’s mission, goals, and services. Either independently or together, they can read about an agency and discuss that agency’s appropriateness for referral online. If the client has Internet access, then the case manager can encourage the client to explore the agency in more depth. In addition, both case manager and client may have access to client reviews of the agency’s work or client-based comments made on social media.
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