What is a Warm Referral?
A warm referral, or a warm hand-off, connects your patient with a community organization or provider personally. Warm referrals are more likely to result in follow-up appointments than handing a patient a phone number to call on their own.
Not every patient will feel comfortable with a warm referral but it should be a choice you’re able to offer. You can suggest a warm referral at any time, but it is often used if someone discloses violence. Please note that the resource guides have several helpline numbers so all of your patients will get access to these resources but sometimes families may need some extra support.
For a warm referral, it’s important to know someone at the clinic or organization you’re reaching out to. Sharing a bit about the organization and the services they offer with families can make them feel more comfortable and better facilitate the connection.
How do warm referrals work in this study?
For this study, we have existing relationships the Women’s Center and Shelter of Greater Pittsburgh and the Rose Brooks Center. These are community organizations local to both study sites that can provide or connect your patient and their family with the care and resources that they need.
These local shelters are open to any survivor of any gender, sexuality, race, age, ability, religion, or nationality. They offer children’s and adult’s counseling, advocacy, legal assistance, and emergency shelter, as well as many other services. They also have resources catered to the LGBTQIA+ and immigrant, refugee, and non-English speaking communities.
You can offer a warm referral to your patient or their caregiver! Both centers support survivors of all ages.
How do I make the referral?
We have a partnership with contacts at each of these locations
Janice Goldsborough, Medical Advocate, Pittsburgh Women’s Center and Shelter
Name, Title, Rose Brooks Center, Kansas City
If the patient or caregiver wants you to call the organization on their behalf, inform them that you will need to share (1) their name and (2) a secure phone number where one of our advocates can reach them. Ask for verbal consent to share their story, and if they do not give consent, just provide their name and number.
If the patient or caregiver wants to call during the appointment, dial the direct line and speak to Janice Goldsborough or name together.
If the patient or caregiver wants to reach out on their own, provide one of the 24/7 hotlines. Pittsburgh referrals may also use the text line if they prefer to text (available from 9am to 5pm Monday through Friday). Inform them that when they call or text they will reach an advocate with experience supporting partner violence survivors who can provide support and resources.
Pittsburgh Women’s Center and Shelter
Direct Line: (412)-844-4552 (8-4, M-F)
Call Hotline: 412-687-8005 (24/7)
Text Hotline: 412-744-8445 (9-5, M-F)
Ask to speak with Janice Goldsborough
Kansas City Rose Brooks Center
Whenever possible, follow-up with your patient and the organization to make sure that they connected with their referral!
How do I offer a warm referral?
Below is a script for you on how to offer a warm referral to one of the local resources
“Thank you again so much for trusting me with your story. Based on what you told me, I think my colleagues at the Women’s Center and Shelter could be a great resource/help for you. Is it okay if I connect you with them? The [shelter] is an organization here in [city] that supports young people and caregivers who have experienced relationship stress and violence. They have lots of different programs and services like support groups, counseling, and a 24-hour helpline number. I really recommend them, and they have been helpful to many young people. What do you think?”
If the adolescent or caregiver is interested:
“We have a few options about how to connect you with them”:
“I can call them and share a little about what you told me. Then one of the advocates can call you?”
“I can give you their number and you can call them”
“We can call them together here in clinic”
“What feels like the best fit for you?”
Frequently asked questions
Can I make a warm referral without parental permission?
Yes you can! If an adolescent discloses partner violence and does not want their caregiver to know, you can refer them to the shelter advocates confidentially. Please see the disclosure scripts for more information about having these conversations with young people.
What do I do if I have any questions or concerns?
Please reach out to Dr. Ragavan anytime with questions, concerns, or if you need help with this process. Her email is ragavanm@chp.edu and her number is 412-692-6545.