Referrals to another organisation or colleague may be made as part of a face-to-face discussion such as during an interview or as part of a shorter information exchange, by telephone or in reply to an e-mail.

Staff making referrals will usually work through the following processes with a service-user:

1. Identification of the user's requirements for other services - this will involve encouraging the user to express their requirements and circumstances, and checking the potential suitability of other services.
2. Exploring a range of available referral options - e.g. providing information about how other organisations can help, considering the advantages/disadvantages of each organisation for the user.
3. Checking that users understand the reason for referral and that they agree to it. Encouraging the user to ask questions.
4. Providing users with the information that they need about other services, this could include:
   • Contact Name
   • Location details - address, telephone number, map, public transport details
   • Opening times
   • What the organisation will be able to do to help
   • Any charges
   • Other relevant information such as crèche facilities, access for people with disabilities
5. Facilitating the referral. This may involve explaining to the user any action that they need to take, e.g. telephoning to make an appointment, or it may involve the adviser making contact with another organisation on behalf of the user.
6. Encouraging the user to pass on any information that will support the referral, and facilitate a successful outcome.
7. The adviser will treat with confidence any information the user imparts to them.