Agency Referrals to OneLink
OneLink is the central information and access point for human services for the ACT.
OneLink seeks to reduce the number of organisations involved in the lives of people by increasing the functions an organisation can perform, having a single entry point and people only telling their story once to access the services they require without having to navigate the service on their own. Such an approach demands that all parts of the service system work together to achieve optimal outcomes for people, minimise duplication of effort and create efficiencies for resource stretched agencies.
How to refer
OneLink will take referrals to and from any agency or organisation providing support to people in the ACT. Agencies should complete the OneLink Initial Contact Form with as much information as they already have about the person or family they are referring. OneLink intake officers will then follow up with the agency or person/family (depending on the situation) to obtain any additional information needed and discuss service options. This is designed to reduce the need for people to repeat their stories to multiple services.
If the matter is urgent, please also call OneLink on 1800 176 468.
Agencies can also call OneLink with general questions about services available and whether a referral to OneLink may assist in a particular situation.
What to expect
Liaison and response: In consultation with the referrer and the person or family, as appropriate, OneLink staff will determine how best to respond to the issues and needs identified. In some cases, this may be through the provision of information. At other times, OneLink will directly connect people and families to services, including outreach support or emergency accommodation.
OneLink will acknowledge all referrals within one business day.
Updates and prioritisation: Where a relevant service is not available at the time of referral, OneLink will stay in touch with referrer or client at least weekly, to ensure they are aware the status of the request, and that OneLink has current information for prioritisation when vacancies become available. OneLink will also consider whether any other assistance is required while waiting for a vacancy.
Follow up: After any warm referral to a service, OneLink will follow up one week later with the agency or the person, as most appropriate, to confirm that the service is in place.
One month after contact, a OneLink staff member (not an intake officer) will make contact with the person to seek feedback on the outcome and on the service provided by OneLink.