Referral Officer

SUMMARY

The Referral Officer plays a crucial role in facilitating the referral process within an organization. He/She will be responsible for receiving, processing, and coordinating referrals from various sources, ensuring smooth and efficient transitions between departments or service providers. The Referral Officer acts as a liaison between referring parties, service providers, and relevant stakeholders to ensure seamless communication and appropriate follow-up.

ESSENTIAL JOB FUNCTIONS

1. Referral Coordination:

- Receive and review incoming referrals, ensuring completeness, accuracy, and adherence to established referral protocols.

- Assess the urgency and priority of referrals.

- Coordinate with relevant parties to ensure the timely and appropriate response to referrals, escalating urgent matters when necessary.

2. Communication and Collaboration:

- Serve as the primary point of contact for referring parties, providing information, guidance, and updates on referral statuses.

- Collaborate with internal departments and external service providers to facilitate the referral process, ensuring effective communication and documentation.

- Maintain regular communication with stakeholders, including referring parties, beneficiaries, and service providers, to address any concerns or resolve issues that arise during the referral process.

3. Documentation and Reporting:

- Maintain accurate and up-to-date records of referrals, documenting essential information, actions taken, and outcomes.

- Generate reports on referral volumes, trends, and performance indicators to identify areas for improvement and support decision-making processes.

- Ensure compliance with data protection and confidentiality regulations when handling and storing referral-related information.

4. Quality Assurance:

- Conduct regular reviews of the referral process to identify bottlenecks, inefficiencies, and areas for improvement.

- Develop and implement quality assurance measures, such as audits and feedback mechanisms, to monitor and enhance the quality and accuracy of referrals.

- Collaborate with stakeholders to develop and update referral protocols, guidelines, and standard operating procedures.

5. Training and Education:

- Provide training and orientation to staff members and stakeholders on the referral process, protocols, and system usage.

- Promote awareness of the importance of accurate and timely referrals, ensuring stakeholders understand their roles and responsibilities.

- Stay updated with best practices and developments related to referral management, sharing knowledge and insights with the team.

6. General Policies:

- Follow the general policies, code of conduct, Child Safeguarding policy.

- Adhere to the PSEA policy

- Abide by the values and principles of all policies set by the organization.

- Perform other duties assigned by the direct supervisor.

 Reports to: Project Coordinator

EDUCATION

Bachelor's degree in a relevant field (e.g. social work, or business administration, or others).

Previous experience in a similar role, such as referral coordination, case management, or customer service, is desirable.

Proficiency in using relevant software applications and databases to manage and track referrals.

SKILLS

- Excellent communication and interpersonal skills to effectively interact with referring parties, service providers, and internal stakeholders.

- Strong organizational and multitasking abilities, with the capacity to manage and prioritize a high volume of referrals and competing priorities.

- Proficiency in prioritizing tasks, and meeting deadlines.

- Strong analytical and problem-solving abilities, with a keen attention to detail.

- Ability to work effectively under stress in emergency and other situations

- Solid commend of fluent English spoken and written is a must.

- High confidentiality, respect, and non-discrimination attitude.

- Ability to show initiative and take responsibility

- Attention to detail and accuracy in reviewing and processing referral information.

- Empathy, compassion, and professionalism when dealing with individuals and organizations seeking referrals.

SAWA Group has a zero tolerance to Sexual Exploitation and Abuse of beneficiaries. All staff are required to adhere to the PSEA Policy (during work hours and outside work hours).