Gains:
- Ability to draft possible service types for a need, a referral letter and a simple road map suitable for the client with artificial intelligence
- Knowing that artificial intelligence can create services, application conditions, addresses and telephone numbers, and being able to verify each item from the current official source
- Ability to simplify the guidance into the client's language and apply the discipline of following the result
One of the most concrete jobs of the social worker is referral — that is, connecting the client to a service, assistance, institution or expert that suits his or her needs. Directing a family experiencing poverty to apply for social assistance, a woman victim of violence to a shelter and legal support, a disabled individual to care and rehabilitation service, and an unemployed young person to a vocational course. This job is more complicated than it seems: it is necessary to know which service is available, application requirements, required documents, the right door and current contact information. In this unit, you will learn how to use AI to produce a resource mapping and routing guide outline, but we will carefully cover the most critical topic — why the service, terms and contact information provided by the AI must be verified.
The most important warning from the beginning: AI can invent services, application requirements, addresses and telephone numbers. Sending a client to an unverified address provided by the AI will lead them to a wasted journey, disappointment and loss of trust. Trust is the most valuable capital in social work; A wrong direction will damage it. Therefore, the output of AI is always an initial draft, not the final information to be given to the client.
Where does AI come in handy in routing?
1. Reminding possible sources. By listing the types of services that come to mind for a need (public, municipal, non-governmental, professional chamber, etc.) and asking "where else can I look?" It gives a broad start to the question. This opens up blind spots, especially with a type of need you're not used to.
2. Draft referral letter/form. In a referral to an institution, he/she prepares a draft letter summarizing the situation and explaining the rationale clearly. You verify and personalize the content.
3. Simplified directions for the client. It turns the application steps and required documents into a "to-do list" in a simple language that the client can understand and, if necessary, in the client's language.
4. Multiple needs matching. For a client with multiple needs, it puts into a table which need corresponds to which service; you prioritize and validate.
Tip: When you ask the AI for resources, view the output as a "call list", not a "routing list". You confirm that each service actually exists, its terms and contact information from an official and up-to-date source — only then convey it to the client.
Step by step: secure redirection
- Clarify the need. Identify the client's real need (emergency shelter, income support, legal aid); Be specific, not general.
- Get list of possibilities from AI. “What types of services might be available for this need?” Ask for a broad start.
- Verify each item. Confirm the existence of the service, its current address/phone number, application conditions and documents from the official source (the institution's own website/line, current legislation). Do not use any contact information provided by YZ without verifying it.
- Simplify to suit the client. Convert verified information into a simple road map according to the client's language, literacy level and situation.
- Follow. Monitor whether the redirect goes through; Orientation in social work is not "send and forget".
three mini cases
Case 1 — The large list opened the blind spot. A specialist was trying to help the family of a child with a rare genetic disease. The list of types of resources he requested from the AI reminded him of an option the expert had never considered: a patient solidarity association for the same disease. The expert verified the association, saw that it was up to date, and connected the family; The family found both information and emotional support.
Case 2 — Fake phone caught. The AI confidently provided the information "that center, that phone" for a referral. Before calling, the specialist checked the official website of the institution: the number was wrong, even the name of the center was not up to date (there had been a merger). Authentication prevented the client from calling a wrong number in vain.
Case 3 — Incorrect condition corrected. A client would be told "you are not entitled to this help" according to the application requirement given by YZ. When the specialist looked at the current legislation, he saw that the condition was not as YZ said, and that the client was actually eligible. AI had confused the terms of two different programs. Verification prevented the client from being deprived of a right.
Four copyable templates
1) Resource type brainstorming:
Your role: experienced case manager. A client has the following need:[emergency shelter / income support / legal assistance, etc.]. Suggest an extensive list of service TYPES (public, local government, non-governmental, professional organization, solidarity network, etc.) that may meet this need. These are POSSIBILITIES to be verified; exact address or phone number is fake. Write down which agency you should research for each type.
2) Referral letter draft:
Your role: editor. Draft a referral letter to [target institution type]. Content: reason for referral, brief and factual summary of client's needs, service requested. Use [PLACEHOLDER] for identification information. Using stigmatizing language; Write fact-oriented. I will verify and personalize the content.
3) Simple road map for the client:
Translate the VERIFIED application information below into a short-sentence, step-by-step "to-do list" that an [elementary literate / limited Turkish] client will understand. Number each step; List required documents separately. Don't use formal jargon. Just simplify without adding information. Information: [paste verified information]
4) Multiple needs matching table:
Below is a client with multiple needs. Match each need into a table with the corresponding type of service; Also add an "urgency" column. Don't make up the exact institution/address, just write the type of service to be searched. I will prioritize.Needs: [list needs]
Weak prompt / Strong prompt
Weak prompt:
Give me the address and phone number of the nearest shelter for this client and I will tell him.
The AI can make up a confident address and phone number. Giving this information directly to a victim of violence could send them to the wrong door at a dangerous time — a serious risk to safety.
Powerful prompt:
Your role: research assistant. List what TYPES of services (government centres, hotlines, non-governmental organisations) should be sought regarding emergency shelter and support for a victim of violence. DO NOT make up the exact address or phone number; I will confirm these from official sources. Also, remind me what I should pay attention to for safe communication with the client.
Difference: Saying "what should I investigate, I will verify" instead of "give me the address" prevents fake contact information from reaching the client.
Verification levels in referral
Information type
Can AI give it?
Mandatory verification
Service type idea
Yes (draft)
Confirm existence
Institution name
Careful (may be obsolete)
Current official source
Address/phone
DO NOT USE UNAUTHORIZED
The institution's own channel
Application requirements
DO NOT USE UNAUTHORIZED
Current legislation
Required documents
draft
Current list of the institution
Letter/form language
Yes (draft)
Content + personalization
Common mistakes
- Giving YZ's address/phone number without verifying it. The most common and most harmful mistake; It may be fake or old.
- Failure to confirm the application requirement. AI can confuse programs and distract the client.
- Skipping simplification. Information given in official jargon becomes unusable for the client.
- Leading and not following. In social work, the result of referral is monitored; It is not "send and forget".
- Assuming timeliness. Institutions merge, move, close; The AI's knowledge may be outdated.
In summary
Referral is a concrete and critical task that connects the client to the right service. Here AI saves real time with resource type idea, referral letter draft, simple road map and multiple needs matching. But he can make up the service, terms, address and phone number; therefore the AI output is a “to-look list”, not the final information to be given to the client. Verify each item from the official and current source, simplify to suit the client and follow the guidance.
Application task
Identify two or three needs for a fictional client. Get a list of possibilities with the "Resource type brainstorming" template. If the AI has given any exact address/phone number, mark it and make a note saying "I will not use this without verifying it". Then, translate the information you assume to be verified into the client's language with a "simple road map" template.
checklist
- [ ] I treated the AI output as a “search list”.
- [ ] I confirmed the existence and up-to-dateness of each service from the official source.
- [ ] I did not give any address/phone number to the client without verifying it.
- [ ] I checked the application requirements from the current legislation.
- [ ] I simplified the information according to the client's language and level and planned the follow-up.