Which service path should I check?

A routing reference for program staff and partner coordinators

Fictional example: Harborlight Community Network is a nonprofit with three sample programs. Use the distinctions below to identify the approved eligibility source to consult—not to decide eligibility from this page.

Check the current approved source for the program and location before discussing or making a referral. Sites is for this routing guidance, not beneficiary case records; handle referral information only through the organization's approved process.

Compare the sample program scopes

Illustrative distinctions only. Each program's approved eligibility source—not this comparison—determines whether a referral fits.

Harborlight Welcome Desk
Scope:
First contact and general service navigation
Approved eligibility/source reference:
Welcome Desk service scope and current intake guidance
Harborlight Skills Pathway
Scope:
Employment-readiness workshops and coaching
Approved eligibility/source reference:
Skills Pathway eligibility guidance and current program scope
Harborlight Neighbour Support
Scope:
Community connection and practical support navigation
Approved eligibility/source reference:
Neighbour Support service scope and current referral guidance

Choose a path—or pause

Use the stated need to guide which approved source to check; do not infer eligibility.

  • The person needs help finding the right service Check the Welcome Desk scope and current intake guidance. If the need points to a specific service, consult that program's approved source too.
  • The person asks about employment-readiness support Check the Skills Pathway eligibility guidance and scope before describing it as a possible fit.
  • The need spans programs or remains unclear Pause before referring. Ask the responsible program lead which approved source and handoff route apply.
  • The receiving partner cannot accept the referral Follow the established partner handoff process and ask the program lead to identify an appropriate next step; do not promise an alternative service.

Prepare and hand off a referral

Follow the organization's approved process for the program and location.

This sequence is a coordination aid, not a substitute for an approved referral procedure.

  1. 1

    Check the approved source

    Consult the current eligibility guidance and scope for the program. If you cannot identify the applicable source, ask the responsible program role before proceeding.
  2. 2

    Explain the proposed path

    Describe the program's scope in plain language and avoid promising acceptance or eligibility. Give the person a chance to ask questions.
  3. 3

    Prepare only permitted information

    Use the information and consent steps required by the applicable approved process. Do not put beneficiary details in Sites.
  4. 4

    Use the established partner channel

    Send the referral through the approved channel for that program and location. Include only information permitted by the process.
  5. 5

    Clarify the next step

    Use the established handoff process to confirm what the receiving partner will do next. If the referral cannot proceed or the next step is unclear, consult the responsible program role.

Questions that come up during routing

The need seems to fit, but the eligibility source is unclear. Should I refer?

Do not guess. Ask the responsible program lead which current approved source applies and what handoff route to use.

Some referral information is missing. Can I send what I have?

Check the applicable approved process for required information and what can be shared. If it does not say what to do, ask the responsible program role before sending anything.

The partner cannot accept the referral. What should I tell the person?

Explain only what the partner has confirmed. Follow the established handoff process and ask the program lead about an appropriate next step; do not promise a place, service, or response time.

Can I save referral details here so another coordinator can follow up?

No. This page is a routing reference, not a beneficiary case record. Use only the organization's approved process and system for referral information and follow-up.

Worked example: when two scopes seem possible

A coordinator at Harborlight hears that a person wants help with both finding local support and preparing to return to work. The coordinator checks the Welcome Desk scope and the Skills Pathway guidance. The available approved guidance does not establish that either program is the right fit for this combination.

Rather than choosing based on the comparison, the coordinator pauses and asks the responsible program lead which source and partner handoff apply. The coordinator has the stated service need and the source already checked ready to discuss, and shares any further information only as the approved process permits. The program lead clarifies the route before a referral is sent.

Ownership: The responsible program role clarifies ambiguous scope and handoffs. The Public Service and Program Operations owner maintains this guide against approved program sources; review it when a program scope, eligibility source, or partner handoff changes.