1. Module 1:
Why Refer?
NOTE TO TRAINER: The STAR Model slides are for a brief introduction to this referral model, in the WHY Module “Separating Personal Views from Professional Responsibility” activity, Step 3.
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2. Module 1: Introduction . . . . . . . . . . . Creating a Brave Space
What is a Brave Space?
What ground rules does the group want?
Don’t forget to use the Parking Lot!
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3. Module 1: Objectives . . . . . . . . . . . www.provideaccess.org
In Module 1, our objectives is to train frontline providers to effectively:
Learn a simple model for effective referral-making
Recognize the emotional importance of honoring clients’ right to make their own decisions
Explain the professional responsibility to honor clients’ decisions and privacy
Recognize how feelings and attitudes might conflict with providing care
Identify referral behaviors that respect clients’ confidentiality and right to make their own decisions
Increase the sense of comfort and professional pride about referring even when the provider feels personally ambivalent
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4. Module 1: Recalling our own experiences as clients or patients
The situation (What happened?);
The feelings it caused;
How you handled the situation (What you did?);
The underlying principles or values that guided how you handled it.
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5. . . . . . . . . . . . Module 1: The STAR Model for Effective Referrals
SUPPORTIVE THOROUGH ACTIVE REFERRAL-QUALITY
Be a STAR
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6. . . . . . . . . . . . Module 1: The STAR Model for Effective Referrals
SUPPORTIVE
“I know my role in the face of my client’s/patient’s need.”
“Supporting my client’s decision is the best way I can do my job helping her.”
THOROUGH  
ACTIVE   
REFERRAL-QUALITY
Be a STAR
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7. . . . . . . . . . . . Module 1: The STAR Model for Effective Referrals
SUPPORTIVE
“I know my role in the face of my client’s/patient’s need.”
“Supporting my client’s decision is the best way I can do my job helping her.”
THOROUGH  
“I have the correct information about the service she needs.”
“I am knowledgeable about the care she is seeking.”
ACTIVE   
REFERRAL-QUALITY
Be a STAR
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8. . . . . . . . . . . . Module 1: The STAR Model for Effective Referrals
SUPPORTIVE
“I know my role in the face of my client’s/patient’s need.”
“Supporting my client’s decision is the best way I can do my job helping her.”
THOROUGH  
“I have the correct information about the service she needs.”
“I am knowledgeable about the care she is seeking.”
ACTIVE   
“I actively help my client/patient locate and schedule the care she needs.”
“I actively assess her needs for, and help connect her to, supportive services such as childcare or transportation—to help her to utilize the referral she is seeking.”
REFERRAL-QUALITY
Be a STAR
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9. . . . . . . . . . . . Module 1: The STAR Model for Effective Referrals
SUPPORTIVE
“I know my role in the face of my client’s/patient’s need.”
“Supporting my client’s decision is the best way I can do my job helping her.”
THOROUGH  
“I have the correct information about the service she needs.”
“I am knowledgeable about the care she is seeking.”
ACTIVE   
“I actively help my client/patient locate and schedule the care she needs.”
“I actively assess her needs for, and help connect her to, supportive services such as childcare or transportation—to help her to utilize the referral she is seeking.”
REFERRAL-QUALITY
“I follow up, asking about her experience accessing this provider and if there is anything else she needs.”
“I use her experience to better help the next client or patient seeking a referral.”
Be a STAR
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10. The STAR Model for Effective Referrals
Module 1:
The STAR Model for Effective Referrals
SUPPORTIVE THOROUGH ACTIVE REFERRAL-QUALITY
Be a STAR
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11. Module 1 Making a referral involves honoring the client’s right to:
Autonomy
Confidentiality
Informed Consent
NOTE TO TRAINER: You may use this slide for the Wrap-up, Step 1 in the WHY module. The explanations are below.
AUTONOMY: moral independence; self-directing freedom
CONFIDENTIALITY: Ensuring that, at all times, information about a client or her situation is accessible only to those authorized to have access. Knowing that confidentiality practices are in place allows a client to feel secure and that they can trust that the provider will protect their privacy.
INFORMED CONSENT: While generally applied to ensure understanding of risks, benefits, and alternatives to medical procedures, informed consent has implications for referrals as well: Specifically, a client should not be subjected to unwanted advice or information that she has not requested.
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