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Sharing Referral Information via Email
The email feature sends two email communications to clients for the referral(s) that are created. Emails can be sent after a single referral creation, or bulk referrals created from your resource basket.
First Email: Sent at the time that the referral is made. It includes a link to information about the resource site(s).
Second email: Sent a week later, asking the client if they received services. If the client responds, you will be able to see their updates.
If the client responds:
Yes, I’ve received services: The referral status is updated to “Service Completed” and a note is added that reads “Yes, I’ve received services”
No, I did not receive services: The referral status does not change but a note is added to the referral that reads “No, I did not receive services”
I’m no longer interested: The referral status is updated to “Canceled” and a note is added that reads “I’m no longer interested in services”
How To: Sharing Referral Information via Email
After you have created a referral for the client, you will have the opportunity to send them an email communication. After a referral has been created, follow these steps if your client would like an email communication on the referral:
Step 1: Verbally confirm that your client consents to receiving email communications. Then, ask the client the following questions:
Have you ever received an email from us in the past?
If so, have you ever opted out?
If they have opted out in the past, they are currently not able to resume use of this feature. Please ask the client if they would like to receive information on their referrals by text message.
Step 2: Select the checkbox next to ‘Send Email to Client’.
Step 3: Add in the client's email address to the Email Address field. If the client already has an email address associated with their profile, it will be recommended in the drop down.
Step 4: Select the box next to ‘My Client Consents to Receiving Texts and / or emails from WellSky Social Care Coordination'.
Step 5: Select the Share with Client button.
Obtaining Client Consent
You, the user, must obtain consent from the client and indicate so, in order to send the emails to your clients.
There is a note below the consent box which says “Clients will receive one immediate message with resource information, and one follow up message a week later to capture feedback”
Clients receive one email at the time the referral is made, with all resource information, and a second email one week later to inquire about the status of the referral
Clients will be prompted to a link in the email where they can open in any internet browser and indicate if they have made contact with the resource site.
If a client makes this update, this will reflect in the ‘Status’ and ‘Recent Activity’ section of their referral.
Opting Out and Opting In
The client can select the ‘Unsubscribe’ button on the bottom of the email to stop receiving emails. Once the client does this, they will no longer receive emails.
It is currently not possible for clients to re -subscribe to email notifications.
Text Messaging
The text message feature sends two text messages to clients for the referral(s) that you have created for them. Text messages can be sent after a single referral creation, or bulk referrals created from your resource basket.
First Text: Sent at the time that the referral is made. It includes a link to information about the resource site(s).
Second text: Sent a week later, asking the client if they received services. If the client responds, you will be able to see their updates.
If the client responds:
Yes: The referral status is updated to “Service Completed” and a note is added that reads “Yes, I’ve received services”
No: The referral status does not change but a note is added to the referral that reads “No, I did not receive services”
No longer interested: The referral status is updated to “Canceled” and a note is added that reads “I’m no longer interested in services”
How To: Sharing Referral Information via Text message
After you have created a referral for the client, you will have the opportunity to send them a text message.
Step 1: Verbally confirm that the client consents to receiving text messages. Then, ask the client the following questions:
Have you ever received a text from us in the past?
If so, have you ever opted out?
If the client has opted out in the past and would like to resume texts, please give them the following instructions:
Text START or Yes or UNSTOP to (937) 401-0653
Do not move forward with Step 2 until the client confirms they have completed this step, otherwise they will not receive the text messages that are sent.
Step 2: Select the checkbox next to ‘Send Text to Client’.
Step 3: Add in the client's phone number to the ‘Phone Number’ field. If the client has a phone number associated with their profile, it will be recommended in the drop down.
Step 4: Select the box next to ‘My Client Consents to Receiving Texts and / or emails from WellSky Social Care Coordination’.
Step 5: Select the Share with Client button.
Obtaining Client Consent
Text messages will always be sent from this phone number: (937) 401-0653
You, the user, must obtain consent from your client and indicate so, in order to send the series of text message to the clients
There is a note below the consent box which says “Clients will receive one immediate message with resource information, and one follow up message a week later to capture feedback”
Clients receive one text at the time the referral is made, with a link to the resource information, and a second text one week later (7 days) to inquire about the status of the referral
Clients will be prompted to a link in the text message where they can open in any internet browser and indicate if they have made contact with the resource site.
If a clients makes this update, this will reflect in the ‘Status’ and ‘Recent Activity’ section of their referral.
The clients has the ability to stop text messages at any time by responding STOP to any of the text messages.
Opting Out and Opting In
Once the clients responds STOP to any text, they will no longer receive any text messages. This is not recorded in the site, which is why it’s important to ask your clients if they ever opted out of text messaging.
If the clients wants to resume text messages, they can do so by texting START or Yes or UNSTOP to (937) 401-0653.
Example Scenarios
You create bulk referrals from the resource basket with 3 resources (Food Pantry, Homeless Shelter, Legal Aid)
The client will get one initial message (email, text or both) at time of bulk referrals creation with all 3 resource sites’ information.
7 days later, the client will receive a message to follow up on the Food Pantry.
The next day (8 days later), they will receive a message to follow up on the Homeless Shelter.
The day after next (9 days later), the client will receive a message to follow up for the Legal Aid.
Questions? We're here to help. Email us at scc.support@wellsky.com.