Section 5
Recording Referrals, Services Provided, and Contact
Notes
5.1
Recording Referrals for Services
Referrals to agency or service may be documented in the Referrals, Services, and Case Notes
section. A referral is a request for a service. You can record up to 5 referrals for each contact
record you save. The referrals must be documented using Agency or Service Profiles listed in the
Resource Database.
If a specific agency or service profile does not exist in the database, you may either add them into
the Resource Database or use the CAN Generic Service profiles to document your case work. A
list of generic service profiles is published on the CAN system under Agency Tools > Case
Manager Resources > Generic Service Profiles
For detailed instructions on how to conduct a search of the Resource Database, see
5.3
Searching the Resource Database for Agency and Services Profiles
Enter a Referral
You can enter up to 5 referrals to an agency or service for each contact record.
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To enter a referral to an agency or service, click on the Referral
Search link next to the Referral fields.
Select the search method you would like to use and enter your criteria.
See section 5.3 Searching the Resource Database for Agency and
Services Profiles
From the list of results select the matching agency or service profile to
which you have made the referral by clicking on the red “Select”
button. The search results will close and the name of the agency or
service will appear in the fields along with the CAN agency ID or
service ID number.
To save the referrals entered in the client record, you must submit the
record by clicking either of the Submit buttons (bottom of page.)
View a History of Referrals Recorded in the Client Record
To view the history log of all referrals made for the client, click the Contact History link (Header,
Referrals, Services, and Case Notes)
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5.2
Recording Services Provided
Recording services provided to a client is key to successful collaborative case management.
Services provided are actual goods, services, or funds a client has received from an agency.
Services provided to a client may be recorded under the Contact Notes and Statistics section. The
services provided to a client must be documented with an agency service profile listed in the
Resource Database.
If a specific service profile does not exist in the database, you may use the CAN Generic Service
profiles to document your case work.
For detailed instructions on how to conduct a search of the Resource Database, see
5.3
Searching the Resource Database for Agency and Services Profiles
CAN Generic Service Profiles
A list of generic service profiles are published on the CAN system under Agency Tools > Case
Manager Resources > Generic Service Profiles
Enter a Service Provided
You can enter up to 5 services provided for each contact record.
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To enter a service provided by an agency or service, click on the
Referral Search link next to the Referral fields.
Select the search method and enter your criteria. See section 5.3
Searching the Resource Database for Agency and Services Profiles
From the list of results select the matching profile for the service
provided to the client. The search results will close and the name of the
agency and service will appear in the fields.
Additional information recorded in the agency’s service profile may
also be included in the entry: Unit, Unit Cost and Quantity.
If the Unit is blank enter either Each or Hour for the unit of service.
Enter the Quantity of the service the client received.
If the Unit Cost is blank or needs to be changed, enter the value of the
unit.
The total value is automatically calculated based on the entries in the
Unit, Quantify, and Unit Cost fields.
Enter the date the service was provided to the client in the Date field.
To save the services entered in the client record, you must submit the
record by clicking either of the Submit... buttons (bottom of page.)
View a History of Services Provided Recorded in the Client Record
To view the history log of all services provided to the client, click the History Icon (Header,
Contact Statistics)
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5.3
Searching the Resource Database for Agency and Services
Profiles
Searching the Resource Database can be done using multiple criteria. It is important to locate the
appropriate agency or service profile when documenting referrals and services so that participating
agencies can report how they have assisted in disaster recovery.
Searching the Resource Database
The Resource Database is used to document both referrals and services provided to a client. The
Referral Search and Service Search link brings up the same search tool for the Resource Database.
Key Word Search
1.
Enter a key word or phrase to use in your search. A search based on
key word or phrase will look for matching text in the Service Name,
Program Name, Agency Name, Service Description, Aliases, and
Keywords.
Examples:
Salvation Army
Red Cross
Food
Rent
2.
You should limit your search using any of the additional search
options. The most useful are
Location: Select State
Restrict Search by Zip Code: Enter zip code of referral or
service agency
Sort by Distance From Zip Code: Enter zip code most
convenient to client location, your agency, referral or service
agency.
Restrict By My Agency Affiliation: Selection limits search to
services provided by your own agency.
Service ID number (a useful option when using CAN Generic
Service Profiles)
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Click the Search button under the Service Search section
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5.4
Resource Database Search Results
The search results for services includes information about the service, agency, and any other
information which has been entered by any individual or organization which has provided CAN
with information regarding available services in a community. The quality of the information will
vary widely based on the users and community input into the database.
The Search Results Page
The search results page includes five columns of information.
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Service Name:
The name of the service provided by the agency. The service name is linked
to a complete profile provided by an agency, user, or information provider.
Please see
5.5 Agency and Service Profiles below.
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Description:
A short description of the service.
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Location:
The location where the service is provided or for the agency.
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Program:
Duplicate of the agency information provided under the Agency.
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Agency:
Name of the agency providing the service. The agency name is linked to a
complete profile provided by an agency, user or information provider.
Please see 5.5 Agency and Service Profiles.
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5.5
Agency and Service Profiles
Available Information
To view a complete description of a service or agency provided by users or the community, click
the service or agency name link in blue. The profile may contain:

General Information:
Includes description of service, state, geographic area served, and intake
procedures.

Client Information:
including target population, intended participants, gender, and eligibility
requirements.

Fees or Charges:
Any fees or charges for access or receiving the service.
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Availability:
Hours and/or period of operation.
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Contact Information
Physical address, main phone, link to Map.
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Affiliations:
May include links to professional organizations, parent organizations, or
other non-government organizations.
Print Friendly Page Link
The link will load a print-friendly version of the agency or service profile. Us the File > Print
command from you application menu to print the page.
Translate Page: Espaňol/Other Languages
The CAN system utilizes a free service to translate the profile into one of 11 languages or dialects
so that you may share the profile description with a client who is literate in another language other
than English. The language translation tool is only intended to allow you to grasp the general
intent of the original text, not to produce a polished translation.
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Click the Link, Espaňol/Other Languages (top left of page). The free
translation tool opens.
Go to the menu, Select the to and from languages, and choose on of
the options of English to one of the 11 languages.
Click the Translate button. The profile will be displayed in the
language you have chosen.
Contact Us Button
Click the contact button to view contact information for the agency or service.
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5.6
Resource Database Data Providers
In some communities CAN has a relationship with data providers like information and referral
services and
2-1-1. These organizations feed information to CAN based on the information they have collected
on services available in the community. The information provided to CAN is updated on a nightly
basis.
Recognizing a Profile Provided by a Data Provider
Agency and service profiles provided by a data provider are labeled with the organizations logo at
the top of the profile page
Provide Feedback on Profiles
If you would like to comment or submit a correction, use the link next to the logo for the data
provider on the agency or service profile.
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Click the link, Corrections or Compliments? The Data Provider
Feedback form will load.
Verify your name and contact information below the agency/service
information.
Enter your comment and click the Send button (bottom of page.)
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5.7
Creating FastTrack Tool
FastTrack tool is provided to make the referral and services provided sections quicker and easier
to fill out. They should be populated with services and referrals that you and your agency use
frequently.
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The tool is shared by all users who are in the same agency with the same Agency ID
number. Any change to the lists or the contents will affect all users from within the
same agency.
Access the FastTrack tool
The FastTrack tool can be accessed two ways:

Open a client record and click on the FastTrack header for the Referrals or
Services Provided.
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To avoid opening a client record, go to Agency Tools, click the Agency,
Program & Services Resource link. A new page will load with a link to the
FastTrack tool.
Creating a New FastTrack List
Once you have accessed the FastTrack tool, lists can be made for either referrals or services
provided.
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Click on the FastTrack header for Referrals or Services Provided. The
FastTrack management tool loads in a new screen.
Enter a title for the FastTrack list. Use a title which categorizes the
group of services in the list.
Select the corresponding radio button to create the FastTrack list under
Referrals or Services provided
Click the Create and add items button to start adding service profiles
to the list.
Click the Add button to search and add a service to the list. The options
to add a service loads.
Click the Search button to open the Resource Database search tool.
Search the database to locate the service to add to the list. Click the
Select link under the service name to enter the agency information into
the service number and name.
Click the Add Item button to add the service to the list.
You may add additional services or close the window to return to the
Agency tools or a client record.
Modify a FastTrack list
You are able to edit and delete a Fastrack list, and add or delete items from a list.
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Open the FastTrack tool from the Agency, Program & Services
Resource link or a client record.
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Under the heading, Edit Existing Referral list or Edit Existing
Service Provided list (left side of page,) select the list to edit by
clicking its name. The edit tool will load.
To edit the list name, click the Edit Title/Sharing button. Enter a new
name and click the Update button.
To delete the list, click the Delete button (center top of page). Click the
Confirm button to delete the list.
To update the list with additional services, click the Add button and
follow the instructions, Creating a New FastTrack list above.
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5.8
Using FastTrack lists
FastTrack lists are used to provide an ease to use reference tool to complete the documentation of
common referrals and services provided.
To Enter a Referral or Service Provided
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Click the title of a FastTrack list for either a referral or services
provided under Contact Notes and Statistics. A new FastTrack list
window will open.
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Click on the Select link to populate the Referral or Services Provided
fields.
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Close the FastTrack list window.
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If you are entering services provided, complete the blank fields.
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5.9
Entering Case Management Notes
General Guidelines
The Case Notes field is used for case management notes. It is up to the user, following agency
and program guidelines, to determine the information to be shared using the Case Notes.
Examples of Uses for the Case Notes
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Explain an entry in other portions of the client record. e.g. Why a service
provided does not fulfill a need.
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Explain a special need.
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Explain an action taken on the client’s behalf
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Identify the agency associated with a generic service documented in
referrals or services provided.
Specific health and or disability information regarding a client should not be written in the
Narrative. It is best kept in the agency’s records and can be referred to in the narrative
Privacy and Supporting Consultation Narrative
Users should only share information required to assist a client to access services. Users should not
share information that may prejudice other users against the client or violate the privacy of a
client.
HIPAA and CAN
HIPPA is not applicable to CAN, although we try to follow the guidance. To learn more about
HIPPA and the CAN system please refer to the document, CAN HIPAA Policies, posted under
Agency Tools > Case Manager Resources > CAN Information.
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