Job Purpose

A key member of the Business Development team, the Referrals Manager will lead and oversee the entire referral lifecycle, from initial enquiry through assessment, funding, placement, and stakeholder coordination across Hft business regions where required. The role ensures placements for voids are person-centred, compliant, financially sustainable, and aligned to Hft’s Business and Service Development Strategy. An essential requirement of the role is to build successful relationships with key stakeholders including local authorities, health bodies, and families, while providing data and intelligence to inform service planning and capacity development.

Responsible For

* Managing the full referral and assessment process to ensure timely, accurate, and compliant delivery.

* Acting as the single point of contact for all referral enquiries, triaging and assessing suitability and urgency.

* Securing written confirmation of funding agreements with commissioners, health bodies, and private funders.

* Matching individuals to services, ensuring placements are suitable, person-centred and sustainable.

* Maintaining accurate referral, assessment, and placement records in CRM, and using this data to inform business planning.

* Building and maintaining strong relationships with commissioners, social workers, health professionals, education settings, advocacy organisations and families to inform Hft’s Business and Service Development Strategy.

Key Accountabilities

Reporting to the Business Development (BD) Manager and working closely with regional operations teams and other colleagues in the Business Team, this role will:

* Triage and assess referrals for eligibility, suitability, risk and urgency against Hft voids.

* Coordinate the assessment process with internal teams and external stakeholders to ensure comprehensive and timely outcomes.

* Act as the primary point of contact for referral sources for proactive marketing of Hft voids and responding to all referral enquiries generated, ensuring professional and prompt communication.

* Secure written funding agreements to support the Business Development Manager to ensure terms are financially viable and compliant.

* Work with commissioning bodies and contract managers to support the Business Development Manager to ensure correct funding terms and smooth placement progression.

* Collation of key business contacts in all areas where Hft has a void.

Quality, Compliance and Safety

* Regular capturing of professional contacts into CRM from C&S colleagues and seeking out key business contacts where required adhering to data protection policies and processes.

* Liaison with C&S & RSMs to ensure service information and void data is kept up to date;

* Maintain accurate and timely referral, assessment and placement data using CRM.

* Monitor and report on KPIs, including referral-to-placement timescales, conversion rates, and void occupancy levels.

* Scan external commentary, commissioning strategies and reports that may inform sector developments or affect business development opportunities.

Information & Analysis

* To collect and maintain accurate and timely information relating to new and emerging void placements across all Hft services

* To use this information to match new or emerging voids in our services to the list of placements Funders are seeking to fill (the “pipe-line”)

* Provide support on business development plans including the production of timely data in relation to current void placements and the likelihood of our filling them and over what time frame

* Collect and interpret demand data to identify trends and inform service capacity planning.

* Produce reports for the Business Development Manager to support service planning, remodelling and new business development.

* Identify bottlenecks or risks in the referral pipeline and propose improvements.

Relationships

* Work collaboratively with local RSMs in Care and Support to implement a local relationship development plan for each service area and keep it current.

* To work closely with the C&S and Finance to support budget planning and management alerting key partners to current and future trends regarding voids and spotlighting areas of concern.

* Work with Service Managers to develop a portfolio of case studies, photos and visual and interactive materials for each adult service to assist in the marketing materials available on the website.

* Work to ensure local authorities are engaged and informed about services that can take referrals via marketing and relationship development channels, ensuring work is jointly owned with C&S and documented.

* Develop and maintain strong relationships with commissioners, health professionals, social workers, advocacy organisations and families.

* Work collaboratively with internal teams including operations, clinical, finance and communications to ensure smooth placements and effective handovers.

* Promote available services and vacancies through proactive engagement and marketing activity.

Organisational Effectiveness & Growth

* Support the Business Development Manager with insights on referral demand and unmet needs to inform business plans.

* Promote services to maximise occupancy and maintain commissioner awareness of Hft’s service offer.

* Lead on continuous improvement projects to streamline referral processes and increase placement conversion rates.

Professional & Technical Expertise

* Experience of managing referral and assessment processes in adult social care or a related field.

* Understanding of commissioning, assessment and funding frameworks within social care.

* Knowledge of safeguarding, CQC standards, GDPR and wider statutory frameworks.

* Analytical and reporting skills to interpret referral and demand data to inform the business and service development strategy.

* Strong communication and negotiation skills with the ability to build relationships across stakeholders.

* Hft is committed to safeguarding and promoting the welfare of all adults who use our services and as such expects all staff to share this commitment.

* It is the nature of the work that task responsibilities are in many circumstances unpredictable and varied. All employees are therefore expected to work in a flexible way when the occasion arises in order that tasks which are not specifically covered in their job description are covered.

 
 

Person specification

What you need to be successful in this role

Essential 

* Degree level or equivalent professional experience within social care, health, or a related field.

* Proven experience managing referrals, assessments, and funding negotiations.

* Strong prioritisation and decision-making skills; able to work autonomously and collaboratively.

* Knowledge of commissioning and funding processes for adult placements.

* IT proficiency across CRM systems, Microsoft Office, and case management/finance platforms.

* Commitment to person-centred practice and Hft’s values.

Desirable 

* Knowledge of contract terms and negotiation within a social care setting.

* Experience of capacity planning and service development.

Experience using data insights to drive continuous improvement and business growth