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 all 13 Referral statuses.
All Referral Statuses
| # | Status | Phase | Description |
|---|---|---|---|
| 1 | Draft | Intake | Step 1 - Intake officer filling in basic details |
| 2 | Pending Consent | Intake | Step 2 - Waiting for consent & agreement to be completed |
| 3 | Pending Associated Contact | Intake | Step 3 - Waiting for support network / emergency contacts |
| 4 | Pending Assessment | Intake | Step 4 - Waiting for need assessment to be completed |
| 5 | Pending Cultural Soco | Intake | Step 5 - Waiting for cultural & socioeconomic details |
| 6 | Pending Review | Review | All 5 steps complete, awaiting intake officer / head of intake review |
| 7 | Pending Service Dispatch | Dispatch | Review submitted, ready for service allocation |
| 8 | Pending Service Review | Approval | Service request sent to supervisor / program manager for approval |
| 9 | Accepted Pending Allocation | Approval | Service approved by manager, Case Worker selection pending |
| 10 | Allocated Awaiting Service | Delivery | Case Worker assigned, service episode created (Awaiting Commencement) |
| 11 | Service In Progress | Delivery | Case Worker has activated the service episode |
| 12 | Completed | Closed | Service episode successfully completed |
| 13 | Closed | Closed | Referral closed (early closure or termination) |
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
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