1. Know the gaps
If you conduct your delivery digitally, then think about how this can impact other parts of the journey for your service user. Digitising referral forms is a good place to start.
Your service users may have varying levels of requirements, so ensure that the questions asked on your form give you a good understanding from the outset of what their specific needs are.
Ask questions about what the service user is hoping to achieve from the service you offer, to give an indication of what the issues may be and how to tailor your service to them.
2. Implement Power Automate
Ensure key workers fill in a Microsoft form to refer a service user.
Your IT department or member of staff can implement Power Automate for you.
The form can feed into a planner where tasks can be allocated to members of your team.
3. Set up volunteers to use the planner
Make sure all volunteers are set up with a Microsoft email account so all information is kept confidential and secure.
Volunteers have different skill levels, so some people may need training before using the planner.
The volunteer can use the information about the user in the referral letter and conduct a phone call with the user.
4. Use the form to implement delivery
The volunteer can break down the initial goal that was stated on the form into smaller chunks and understand how they can tailor their service delivery to be smooth and fun for the user.
Ensure the volunteer has the contact email for the referrer so they can communicate about progress or any safeguarding issues.
Volunteers should write notes on the planner so that team leads are updated on the service user.
5. Iterate the process
Look into different software that you use to continuously update how you work. For example, you can consider using SharePoint lists as an option over the planner as you can limit what a volunteer sees and the tasks allocated to them. This is better for data protection.
You can use data from the forms by moving them into bracketed outcomes of whether the service delivery has been successful, partially successful, or not successful.
Gather feedback from volunteers during volunteer supervision. Understand what the volunteers think could be improved about the process and use their feedback to implement any updates to the referral form.
Many thanks to Hestia for contributing this recipe.
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