The practical question
Notice early, act within role, and complete the handoff.
Use this page as a controlled working guide. Adapt language and activities to the population, verify local resources, assign ownership, and preserve the clinical and life-safety boundaries described throughout the model.
Partner Job Aid · 15 Minutes
SEC-30The completed-handoff standard
A referral is not a completed service. The standard is Notice → Accept → Schedule → Confirm → Track. The sending helper remains responsible until ownership is explicitly transferred or a documented alternate pathway is activated.
Notice
Accept
Schedule
Confirm
Track
Close or reroute
| Failure statement | Why it fails | Required correction |
|---|---|---|
| “Here is a number. Call them.” | No acceptance, appointment, barrier plan, or accountability. | Assist with consent, live contact, eligibility, scheduling, transportation or technology, and follow-up. |
| “They were referred last week.” | A referral date does not prove that the next provider received or accepted the person. | Verify receipt and acceptance; document who owns the next action. |
| “They missed, so the case is closed.” | A missed appointment may signal transportation, fear, withdrawal, technology, competing survival needs, or an unsafe level of care. | Make the approved outreach, reassess barriers and safety, reschedule or reroute, and record closure evidence. |
| “We cannot share anything.” | Privacy is sometimes used as a blanket excuse rather than a governed workflow. | Use the minimum necessary information, valid authorization or lawful pathway, and approved communication process. |
Partner simulation
- One person plays the participant, one the sending helper, and one the receiving partner.
- Practice explaining choice and consent, calling the next service, confirming eligibility and acceptance, scheduling, identifying barriers, and stating the follow-up date.
- Repeat the simulation after the receiving partner declines. The sending helper must activate an alternate pathway rather than abandoning the process.
Evidence of competency
The trainee can complete the five stages, name the owner at every transition, explain privacy limits, identify a failed handoff, and reroute without blaming the participant.