Integrated client service delivery, featuring mental health support ...

19The Family Law Courts’ Integrated Client Service Delivery ProgramSample protocolPreventative referral protocolThese steps must be followed for all clients of the Courts.Engage Client and describethe referral programWhen you describe the referral program:• Acknowledge that separation is a difficult time• Ask the client if they already have someone totalk to.• Explain that this is a program that offers links tosupport and information to all clients.• Explain services are separate from FLC (external).Give service provider optionsProvide some options:• Refer to community referrals page on the intranetunder preventative Mental Health protocols.ConsentreceivedTelephoneLinkAsk for referral consentSend/Hand outbrochures andcontact details forlocal serviceEmailPrepare andsend email.Consent notreceivedLet the client know what happens nextENDENDWarm transferExplain there will be a slight delay while you get the CBOon the phone and that once introduced you will drop out ofthe call.Cold transferAdvise the client that you will transfer them to the CBO.Ensure they understand what the service can assist themwith. Advise there will be a short delay while you put themthrough.Call backAdvise the client that you will provide the service withtheir first name and contact phone number, and that theservice will contact them. Advise of timeframes and checkif there is a specific time when contact is preferred.Link via e-mailAdvise the client that you will e-mail their details to theappropriate service and that the service will contact theclient with the specific time frames, and check if there is aspecific time when contact is preferred. All fields in the e-mail template must be filled in. Send the e-mail while theclient is still on the line or at the counter and then concludethe conversation.Make appropriate contact withService Provider