Your how-to: Setting up a simple referral system for external support in the workplace
Setting up a simple referral system for external support in the workplace' refers to the creation and implementation of a structured protocol within an organisation. Its purpose is to facilitate the process of directing employee queries or concerns to relevant external agencies, service providers or professionals who can offer necessary assistance. These external bodies can provide specialised support in areas like mental health, financial advice, legal aid or family services.
This system plays a critical role in enhancing employee mental wellbeing by offering them an avenue to seek help, advice or assistance beyond the confines of the organisation's internal resources. The aim is to ensure that employees receive timely, relevant, and expert support, particularly in situations that may potentially impact their mental wellbeing and overall work performance.
In an Australian context, it’s crucial to remember the Fair Work Act (2009), which mandates fair treatment and equal access to support services for all employees. There are several external support services available in Australia such as Lifeline, Beyond Blue and the Black Dog Institute, among others. These can be integrated into your referral system, making it more relevant and useful for your employees.
Step by step instructions
Identifying Need: Recognise that your organisation requires a structured protocol for directing employee queries or issues to external support. Understand that setting this up will ensure timely and relevant help for your employees, thus enhancing their mental wellbeing and work performance.
Identifying Relevant Support Services: List the types of issues that your employees might be dealing with, such as mental health issues, financial problems, legal issues, etc. Identify the corresponding external bodies in Australia that could offer assistance in these areas, such as Lifeline, Beyond Blue or the Black Dog Institute for mental health support.
Creating Referral Protocol: Develop a structured protocol for referring employees to these external bodies. This should include the process of identifying the need for support, the steps to refer an employee, and follow-up procedures, if any.
Ensuring Legal Compliance: Make sure that all the procedures and documents comply with the Fair Work Act (2009). It's essential to ensure fair treatment and equal access to support services for all employees, as mandated by the Act.
Research: Start off by researching existing referral systems. Find out the external bodies that other organisations refer their employees to. This will give you an understanding of the kind of support that is typically sought, and the nature of these supporting bodies.
Establishing Relationships with Support Services: Reach out to these organisations and establish a professional relationship. Discuss with them how you could refer your employees to their services when the need arises. Understand their procedures, so you can explain these to your employees accordingly.
Developing Documentation: Prepare a series of documents covering the process, which can include a need-assessment questionnaire, referral form, FAQs about the support services, and a step-by-step guide about the referral procedures.
Training Staff: Train your human resources team and team leaders on when and how to refer employees to these support services. They should fully understand the protocol and follow it appropriately.
Use this template to implement
To ensure you can execute seamlessly, download the implementation template.
Pitfalls to avoid
One of the significant oversights when setting up a referral system is neglecting privacy laws, particularly regarding sensitive information. The Australian Privacy Principles (APPs) mandate that organisations should safeguard personal information during collection, use, and disclosure. Ensure the referral system you establish complies with these regulations to avoid potential legal ramifications.
A lack of staff training can lead to mishandling of the referral system. It's essential to provide comprehensive training that covers all aspects of the referral process, ensuring that all employees understand their roles, responsibilities, and the mechanics of how the system operates.
Effective communication is the backbone of a strong referral system. Without it, employees may be unaware of the system's existence or how to utilise it. Make sure to raise awareness of the system throughout the organisation, through emails, meetings, and workplace posters, for instance.
An ill-defined referral system can lead to confusion and misinterpretations. Ensure you set clear and objective criteria for referrals. This should include descriptions of conditions or circumstances that would necessitate a referral. Ambiguity can create misunderstandings and inconsistencies which could undermine the value of your system.
Failing to arrange sufficient ongoing support for those being referred can result in loss of trust in the system. In your planning, make sure to incorporate a follow-up mechanism to track the progress of those referred to an external support, to ensure their well-being post-referral.
Neglecting to invite or act upon feedback on the referral process from employees can lead to missed opportunities for improvement. Regularly reviewing your system and implementing changes based on employee experiences can ensure the process is as efficient and beneficial as possible.