BH will check Salesforce to make sure the referral individual is not already entered in Salesforce. If they are not, BH will enter the information available as a new contact in Salesforce. If there is information about what area of NE the individual lives, BH will make a task note on the contact page about the referral and indicate that she will transfer this contact to the appropriate RF for the area the person lives in. She will then add a task note that says “ contact to schedule intake” with the appropriate RF assigned to that task.

There will not be a date or time on it as the RF will decide that after they get the referral. Once that task is created, BH will transfer the contact owner in Salesforce to the appropriate RF and indicate that an email will be sent to the RF as well so they know of the new referral.

If there is NOT information about where the individual lives only, BH will contact the person to see what area they live in.  If they do not live in BH’s area, she will transfer the Contact  information to the appropriate RF in Salesforce and make sure the “send email” box is checked when transferring so the receiving RF knows there is a new referral for them.

If the referred individual is ALREADY in salesforce, BH will add a task to the contact page with “ contact individual and open a new case”. BH will then transfer the Contact to the appropriate RF if they do not already “own” that contact. If they do “own” the contact, BH will make sure there is an email sent to the RF letting them know about the need to contact the client and open a NEW case.

1. Enter the name in the search bar of SF to make sure we have not already worked with this person before. If it is not in SF then the RF will open a new contact and put whatever information they have gotten from the referral on the contact page. At the very least enter the name of the person being referred within 24 hours of receiving the referral.

2. Enter any other information that was received from the referral on the CONTACT page. All intake information will be entered on the CONTACT page.

3. Save the information and make the initial task on the contact page. Example- Referral received, initial information entered on contact page.

4.  Within the next 48 hours, make a follow up task to contact the new client to schedule an intake call or visit, and let them know we received the referral.  Do NOT open a case until intake has been done. RF’s can still make task notes on the contact page until Intake has been completed.

5. Once contact has been made with the person, explain that per our policy, we will need to do an intake and gather some information about them and their brain injury. Explain to them that we put information into our database so if they call back another time, we RF’s can look up the information and know what has already been worked on with them. Also let them know that it can take 30 mins or more to complete, so you can ensure they have time for the intake.

6. As the intake questions are being asked, an RF can take notes of potential “areas of needs” that can be discussed with the person once all information has been gathered. Additionally they can take notes on information that can be put into SF about the client conversation after the call.

7. On the contact page of SF, on the right hand side, there is a list of “ need to have information” that we need to gather. The purpose for this is because reports are all pulled for data purposes to track these certain areas that we may get funding for. As we are a non-profit organization, we use data to support and prove our work to the board and potential funders.

8. Once all the information has been collected, the RF will then open a RF case.

9. The areas of need are what drives our resource facilitation. Having a conversation with the person to find out what they are needing is very important, and focusing on what THEY want to work on is key. RF’s can discuss what they heard may be a need in the conversation, but if the client does not want to work on that, then we do not, with exception to, for example, if their top priority is getting medical needs met, but they do not have health insurance, the RF will explain that they will need to work on that need first before going to a Dr. We can add it to a need that is “identified but not active”. They may want to work on this need at a later time.

Training videos for more in depth understand of how to work in Salesforce are located in Salesforce under the GO TO TEAM CHATTER banner, then on the right side of the page it will say

Go to team training videos.

Link to video library below:

https://maxwinklerconsulting.nimbusweb.me/share/8162096/bx72k6rhnyw7ghkl07sd

1. The RF can give the contact information of the place they are referring the person to so they can reach out to them. 

2. The RF can contact the place of referral to give the clients information to them, if the client gives permission for the referral and is unable to contact the place of referral themselves,( cognitive, memory, physical, mental health reason etc.) Sometimes there is a referral form that can be filled out and emailed to the company. There are some of those located in the Training/RF documents tab on the home page of Salesforce. Link below:

https://drive.google.com/drive/folders/1coZrgysMblHqVpHw413uQ2ETQZZ5IITw

3. Document in Salesforce that a referral was given, if the specific referral source is not already in Salesforce, a new organization contact should be created and then added as a referral to the clients case.

4. Training videos for more in depth understand of how to work in Salesforce are located in Salesforce under the GO TO TEAM CHATTER banner, then on the right side of the page it will say

5. Go to team training videos   https://maxwinklerconsulting.nimbusweb.me/share/8162096/bx72k6rhnyw7ghkl07sd

Mental Health and Suicide Emergencies: REFER To Section III>Service Plan Development>Crisis Intervention Procedures.

Social Determinants of Health (SDoH) emergencies:

Social determinants of health (SDoH) are non-clinical conditions (both good and bad) in which individuals are born, live, learn, work, play, worship and age that influence health. SDoH emergency examples include economic emergency, homelessness or near homelessness, lack of food/water, etc. 

Resource Facilitators can utilize www.findhelp.org or 211.org to aid in identifying local resources to refer clients to. RFs will have great awareness of local resources and community based organizations and will refer clients to case management services to assist in long term stability. Resource subcategories on FindHelp.org include:

• Food

• Housing

• Goods

• Health

• Money

• Transit

• Care

• Education

• Work

• Legal

Planning Your Visit:

• • Gather Key Information:

    • Pets & Parking: When arranging an in-person visit, ask the client about any pets and parking arrangements.

    • Directions: Ensure you have clear, detailed directions to the patient's home. You should always know exactly where you're going.

  • Notify a Coworker or Buddy:

    • Inform a coworker or designated buddy of the visit details, including:

    • Location of the visit

    • Date, time, and duration of the visit

    • Your cell phone number for easy contact

  • Secure Your Personal Belongings:

    • Before entering the patient's home, lock your purse, wallet, and any valuables in your car’s trunk for safety.

  • Check-In at Apartment Buildings or Housing Projects:

    • If visiting apartment buildings or housing complexes, check in with the building captain or security personnel, if available.

  • Evening or Night Visits:

    • When conducting visits after dark, park in a well-lit, easily accessible, and secure location.

  • Be Aware of Your Surroundings:

    • Always stay aware of the environment around you. If you feel unsafe, avoid stopping or leaving your car.

    • Never walk through crowds. If necessary, find an alternate route or entrance to the building or home.

  • Handling Domestic Situations:

    • Do not intervene in or attempt to break up any domestic arguments. Prioritize your safety.

  • Trust Your Instincts:

    • Always trust your gut. Threats to personal safety can occur at any time, in any location, regardless of how safe the neighborhood or the home may seem.

Resource Facilitators are considered mandatory reporters and must report any suspected abuse or neglect of a client to the Child/Adult Abuse/Neglect Hotline at (800) 652-1999; this includes reporting physical, sexual, emotional abuse, neglect, and financial exploitation, and reports must be made immediately if the client is in imminent danger; all reports are confidential and the identity of the reporter is protected by law. You can also make a report online HERE. 

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Resource Facilitators will maintain open lines of communication with leadership on safety status if and when a natural or human-made disaster occurs in their area. 

• Natural: Tornadoes, severe storms, floods, wildfires, droughts, etc.

• Human-Caused: industrial accidents, shootings, acts of terrorism, etc.

When checking in with clients during a natural disaster, RFs prioritize client safety by sending empathetic messages, acknowledging the difficult situation, and offering support while providing any relevant information about your business operations or adjustments made due to the disaster; utilizing multiple communication channels like email, text, and social media to reach everyone effectively. 

Key points to remember when checking in with clients during a natural disaster:

• Express concern and empathy: Start by letting clients know you are thinking of them and hoping they are safe. 

• Be sensitive to their situation: Recognize that they may be facing emotional and financial stress due to the disaster. 

• Provide relevant information: If your business operations are affected, clearly communicate any changes in service, delivery schedules, or contact details. 

• Offer support where possible: If you can provide resources, assistance, or flexibility regarding their needs, let them know. 

• Maintain open communication: Keep clients updated on the situation and any developments related to your business. 

• Use multiple channels: Reach out through email, text messages, social media posts, and phone calls depending on the situation. 

Example message to clients during a natural disaster:

"Dear [Client Name],

We are reaching out to check on your well-being during this difficult time. Our thoughts are with you and your family as you navigate the aftermath of the [disaster name]. Please know that we are here to support you in any way we can. If you need to adjust any upcoming appointments or have concerns regarding your service, please do not hesitate to contact us.

Sincerely,"