Overview
This report examines why community-based organizations (CBOs) may not consistently adopt technology platforms designed to support referrals to community services. It provides practical lessons from the implementation of NowPow, a community resource referral platform used in Trenton, New Jersey.
What the Resource Covers
The report describes barriers that can limit CBO participation in referral technology, including existing referral processes, staff capacity constraints, and familiarity with local resources that can make a new platform feel less useful. The project also tested several strategies to increase platform use, including a centralized referral hub, monthly data reports, tailored training, and a communications campaign. Although some approaches were well received, none substantially increased use of the platform.
Key Takeaways for Implementation
Technology alone may not improve referral coordination if community partners do not see clear value in using it. Organizations implementing referral platforms should first understand existing CBO workflows and needs, focus early adoption efforts on organizations that are most likely to benefit, and consider a phased implementation approach rather than expecting broad uptake at launch.
Who May Find This Resource Useful
This resource may be especially useful for health systems, community networks, government agencies, and other organizations seeking practical strategies to improve adoption of technology platforms used to refer patients to community-based services.
Resource Type: Issue Briefs & Reports.
Topic Areas: Referral technology, community-based organizations, community resource referrals, health information technology, implementation.
Population or Setting: Health care organizations, community-based organizations, and cross-sector referral networks.
Publication Date: May 2023.
Source: Trenton Health Team and Social Interventions Research and Evaluation Network (SIREN).
