Smart Referral Network

No! The SRN is completely free for all 211 Monterey County partner agencies. It’s part of our shared mission to connect people, partners, and pathways to improve lives across Monterey County.

The Smart Referral Network is a secure, collaborative platform that allows agencies to send, receive, and track client referrals in real time—helping us better coordinate services and measure community impact.

The first step is to reach out to Jessica Sousa, SRN Coordinator. She can provide a quick demo or share all the information you need to decide if joining is right for your agency. Once your agency is ready, an MOU (Memorandum of Understanding) will be signed. This simple agreement outlines how we’ll work together to support clients through the SRN. After that, Jessica will set up your agency’s account with your programs and users. In some cases, your 211 intake form may need to be updated to ensure all active programs are represented in the system.

Jessica can tailor trainings specifically for your agency—virtually or in person. It’s hands-on support with Jessica live to answer questions and guide your team through the system. Her goal is simple: to make sure every agency is successful in the SRN.

Email Jessica directly, and she’ll help set up new accounts or schedule a refresher session for your team. You can also use the booking link in her email signature to schedule a training or troubleshooting session at a time that works best for you.

If something in the SRN isn’t working as expected—like a referral that won’t submit, a status that looks off, or a missing program—Jessica is just a message away. She can quickly jump on a video call to walk you through the issue in real time and show you exactly how to fix it. You’ll never have to worry about emails disappearing into a void—support is always personal and hands-on.

The SRN follows strict privacy and security standards to ensure client data is protected. Before any referral is made, clients must sign a consent form allowing their information to be shared with participating agencies. Consent is valid for one year, can be renewed for another year, or revoked at any time. If a client revokes consent, their personal information is immediately anonymized within the system.

Yes! You can track every referral in real time—from the moment it’s sent to when it’s accepted and completed—so you always know how your clients are progressing.

That’s completely fine! Some agencies primarily create referrals to connect clients to resources, while others mainly receive referrals to provide direct services. You can participate in the way that best fits your agency’s role—there’s no wrong way to use the SRN. Every connection strengthens the network.

The SRN saves time, improves communication between agencies, and ensures clients don’t fall through the cracks. It also provides valuable data to show how our collective efforts make a difference.

You’ll receive an email notification as soon as a new referral arrives in your SRN inbox. If that referral remains unaddressed, the system will send reminder emails to help keep things on track. 

We recommend logging in weekly to review your active referrals and respond to updates. If a referral has been pending for more than a week, Jessica may reach out directly to help close the loop.

That’s okay! You can update your agency’s referral status or communicate capacity changes directly in the system or with Jessica—so everyone stays informed.

Yes! The SRN includes reporting tools that let you review referral trends, response times, and outcomes. Jessica can help you interpret your data and demonstrate how to use tools like pivot tables and filters to make your reports more useful. She’s here to help you turn data into insights that strengthen your impact.

Reach out to Jessica Sousa, SRN Coordinator, at (831) 318-1994. She’s happy to answer questions, take feedback, or explore ideas for making the SRN even better.