Workflow Overview
This page provides visual diagrams to help you understand how Referrals and Service Episodes flow through Manaaki Central. These diagrams are useful for new staff orientation and understanding the end-to-end process.
Referral Lifecycle
The complete journey of a Referral from client search to service completion, showing the referral and service episode statuses.
Referral Intake Steps
The five intake steps represent the progressive completion of a referral form. Each step moves the entry closer to being ready for review:
| Step | Label | What is captured |
|---|---|---|
| 1 | Draft | Basic intake details — the entry point |
| 2 | Pending Consent | Consent and agreement from the client |
| 3 | Pending Associated Contact | Support network and emergency contacts |
| 4 | Pending Assessment | Needs assessment |
| 5 | Pending Cultural Soco | Cultural and socioeconomic context |
Once all five steps are complete, the entry moves to Pending Review.
Role Responsibilities
This diagram shows how work flows between the roles in ManaakiCare.
Role Quick Reference
| Role | Primary Responsibilities | Dashboard Focus |
|---|---|---|
| Intake Officer | Search/create clients, complete 5-step intake, dispatch to services, can directly assign Case Workers | New Referrals, review queue, service dispatch |
| Head of Intake / Intake Officer | Review all Referral information and submit review | Review queue, pending reviews |
| Supervisor / Program Manager | Approve/reject service requests, select Case Workers on approval, monitor team | Pending service reviews, team Activity |
| Case Worker | Activate service episodes, deliver services, record activities, close episodes | Active Cases, follow-ups due, client interactions |
Priority Handling
Different priorities have different expected response times.
Priority Guidelines
| Priority | When to Use | Example Scenarios |
|---|---|---|
| Critical / Emergency | Immediate safety concern | Child at risk, medical emergency, crisis situation |
| Urgent | Needs same-day attention | Family in distress, time-sensitive support needed |
| Priority | Important but not emergency | New client intake, scheduled assessment overdue |
| Routine | Standard processing | Regular check-in, administrative Referral |
Daily Workflow by Role
Status Reference
All status values used across the system, grouped by lifecycle. These are the values you will see in badges, filters, and reports.
Referral statuses
These statuses track where an entry is in the intake-to-allocation pipeline.
| Status | Description |
|---|---|
| Draft | Entry is being created — intake step 1 in progress |
| Pending Consent | Intake step 2 — awaiting consent and agreement |
| Pending Review | All intake steps complete, awaiting review submission |
| Pending Service Dispatch | Review complete, ready for service selection and allocation |
| Pending Service Review | Service request sent to supervisor/programme manager for approval |
| Accepted Pending Allocation | Service approved by manager, Case Worker selection pending |
| Allocated Awaiting Service | Case Worker assigned, service episode created and ready to commence |
| Cancelled | Entry cancelled before a service episode began |
| Withdrawn | Client withdrew before a service episode began |
Service episode statuses
Once a referral is allocated, a service episode is created and moves through its own lifecycle.
| Status | Description |
|---|---|
| Awaiting Staff Assignment | Service episode created, no Case Worker yet confirmed |
| Awaiting Commencement | Case Worker assigned, waiting for them to activate the episode |
| Active / In Progress | Case Worker has activated the episode — service delivery is underway |
| On Hold | Delivery temporarily paused (e.g. client unavailable, waiting on external factor) |
| Completed | Service episode successfully concluded |
| Closed | Episode closed without full completion (early closure or termination) |
Consent statuses
Consent is tracked separately from the referral status and may change at any point.
| Status | Description |
|---|---|
| Consent Active | Client has given consent and it remains in force |
| Consent Withdrawn | Client has withdrawn their consent — service delivery should not proceed |
If a client's consent is withdrawn at any stage, check with your supervisor before taking any further action on their record.
Related Documentation
- Intake Officer Dashboard - Processing Referrals
- Supervisor Dashboard - Managing team and approvals
- Case Worker Dashboard - Managing Caseload
- Referral Overview - Detailed Referral documentation
- User Roles - Role permissions and responsibilities