Select a decline reason when your program cannot move forward with a referral due to eligibility, capacity, client engagement, administrative, or other program-related factors.
- Benefit limit reached / not eligible due to prior assistance
- Client already receiving services / referred elsewhere
- Client declined or no longer interested
- Client not eligible for program
- Client outside service area
- Client over income limit
- Duplicate referral
- Incomplete application / missing documentation
- Information does not match eligibility records
- Program at capacity / no availability / no funds
- Referral expired (no action within 90 days)
- Referral sent in error / wrong program selected
- Unable to contact client / no response
- If a client does not respond to outreach attempts, follow your agency's standard procedures for contacting the client. Document all outreach efforts in the referral notes.
- If the client remains unresponsive after reasonable contact attempts, you may decline the referral. Declining the referral removes it from the active Incoming box and helps keep your Inbox organized.
- If the client later reconnects or becomes responsive, the referral can be reopened from the Declined box, and services can continue. Continue documenting all outreach and follow-up activities in the referral notes.
- Auto decline
- Referrals that receive no action for 90 days are automatically declined by SRN. The referral is removed from the Inbox/Outbox. The decline reason is recorded as a referral expiration due to inactivity and may appear in reports and CSV exports.
- Other
Best Practices
- Follow your agency's standard procedures for contacting the client and document all outreach efforts in the referral notes.
- Make reasonable outreach attempts before declining a referral.
- Document each contact attempt in the referral notes.
- If the referral is Declined but the client reconnects, reopen the referral and services can continue.