Chapter 3: Client Management & Follow-Up

📄Client Information Form

📄L2W Sample Client Tracker 1 - From LAF

📄L2W Sample Client Tracker 2 - From Parkside

📄Client Stories Feedback Survey

📄Client Information Form

📄Client Stories Feedback Survey

📄L2W Sample Client Tracker 1 - From LAF

📄L2W Sample Client Tracker 2 - From Parkside

What happens?

After completing the client consent form, client information form, and co-creating a participation plan, the next step is to help the client attend their first program.

This is often the client’s first real experience with your centre.

A positive first visit can strongly influence long-term participation.

Recommended Steps for New Link Workers

Step 1

Review the client’s participation plan.

Ask yourself:

• What programs were selected?

• Are there mobility concerns?

• Are there language or accessibility needs?

Step 2

Confirm the first visit.

Contact the client and confirm:

• date

• time

• location

• transportation needs

Example:

“Hi Mary, I’m calling to confirm your first wellness session this Tuesday at 10am.”

Step 3

Reduce first-visit anxiety.

Offer:

• a welcome introduction

• centre orientation

• volunteer support

Example:

“Would you like someone to meet you when you arrive?”

Documents to Review

📄 Client Information Form
Use this form to review client goals, barriers, and participation preferences.

What happens?

At approximately 3 months, conduct a supportive, informal check-in.

The goal is to identify barriers early and encourage continued participation.

Recommended Steps for New Link Workers

Step 1

Review the client tracker before contacting the client.

Check:

• attendance history

• previous notes

• missed sessions

Step 2

Contact the client.

Example questions:

“How have you been enjoying the programs so far?”

“Is anything making participation harder?”

Step 3

Document barriers.

Examples:

• transportation

• declining health

• scheduling conflicts

• anxiety

Documents to Review

📄 Sample Client Tracker
Use the tracker to review attendance and update notes.

What happens?

At 6 months, Links2Wellbeing requires a structured outcomes follow-up.

This data helps OACAO measure program impact.

Recommended Steps for New Link Workers

Step 1

Schedule a follow-up conversation.

Step 2

Complete the outcomes survey.

Ask about:

• participation frequency

• social connectedness

• wellbeing changes

Examples:

“How often do you feel socially connected?”

“What changes have you experienced since joining?”

Step 3

Document client stories when appropriate.

Meaningful stories help demonstrate impact.

Documents to Review

📄 Client Information Form – Section B (6-Month Follow-Up)

📄 Client Stories Feedback Survey

What happens?

At 12 months, conduct another informal check-in to understand long-term engagement.

Recommended Steps for New Link Workers

Step 1

Review previous follow-up notes.

Step 2

Contact the client.

Ask:

“Are you still participating?”

“What has helped you stay connected?”

Step 3

If participation has stopped:

Document:

• reason

• support offered

• next steps

Documents to Review

📄 Client Tracker
📄 Previous Follow-Up Notes

What happens?

After every interaction, update the client record.

Always document:

✅ Contact date
✅ Contact method
✅ Attendance status
✅ Barriers identified
✅ Actions taken
✅ Next follow-up date

Documents to Review

📄 Sample Client Tracker
📄 Client Information Form