Use this guide when a client has already been referred to a service outside Case Management — for example by phone, by email from your own inbox, or by a colleague — and you want that referral on the client's record.
Nothing is sent. Logging a referral does not contact the client and does not contact the service. If you still need the service to receive a referral, use Refer instead.
Log the referral
In the Case Management sidebar, open Client cases.
Open the relevant client.
Select the client's Services tab.
Select + Log, then Log a referral.
Check the line under the title: Record a referral that already happened. No messages will be sent.
Type the service name into Search services... and press Enter.
Tick the service you referred the client to. You can tick more than one. Untick a service to take it off the list.
Set Date it happened. It starts on today's date, so change it if the referral happened earlier.
Add Notes (optional) if there is anything a colleague would need to know.
Select Log referral.
You will see Referral logged, with the number of services recorded.
If the search does not find the service
If the name you typed does not match anything exactly, Joy shows the nearest matches with the note No exact match for "…". Showing the closest services — check the provider before logging. These are suggestions only, so check the provider name underneath each one before you tick it.
If nothing matches at all, you will see No services found. Try a shorter search, or a word from the provider's name.
The service has to exist in the services directory before it can be logged. If it is genuinely not there, add it from the Services directory first, then come back and log the referral.
If the client has already been referred
If the client already has an active referral to a service you ticked, Joy warns you, for example: [Client] already has an active referral to: [service]. Confirm to log again.
The Log referral button changes to Log anyway. Only select it if this really is a second, separate referral — otherwise close the dialog, because the referral is already on the record.
Where the logged referral appears
The service is added to the client's Services list. Underneath the service name you will see the provider followed by Logged referral, so anyone reading the record can tell it was recorded after the event rather than sent from Joy. The referral is also added to the client's timeline.
The record is saved against the client. There is no case to choose in this dialog.
Keeping the record up to date
Once it is logged, change the referral's status on the Services tab as you hear back from the service — for example to Accepted, Attended or Declined.