This measure tracks how frequently SisterWeb staff connect clients to external services and resources. The number of referrals increased from 70 in Q3 2024 to 83 in Q4, showing strong outreach and resource linkage activity. However, the steep decline in the following quarters—to 54 in Q1 2025 and just 2 in Q2 2025—suggests significant disruption. This drop may be related to staffing changes, reduced doula-client engagement, shifts in documentation practices, or limitations in real-time referral tracking. It is also possible that referrals were made informally or not recorded, leading to underreporting. The scale of the drop between Q1 and Q2 indicates an urgent need to assess internal workflows and referral logging processes.

Internal partners include doulas, program leads, and operations staff who are responsible for making, tracking, and reporting referrals. The evaluation team plays a key role in ensuring data is accurately logged and interpreted. External partners such as WIC, Family Resource Centers, lactation counselors, mental health providers, housing services, and parenting support programs are essential to meeting the needs of SisterWeb clients and represent the services to which referrals are made.

When referral processes are clear, consistently documented, and aligned with client needs, staff are more likely to offer and record referrals. Doulas who have up-to-date knowledge of local services and who are trained to introduce resources in culturally relevant, affirming ways are most successful in helping clients follow through. Integrating referral discussions into scheduled visits—especially postpartum—ensures consistency and captures opportunities when clients are most in need of support.

To address the recent decline, SisterWeb should review referral documentation workflows and identify any system or staffing barriers contributing to underreporting. Offering a refresher training on when and how to record external referrals could help improve data accuracy. Additionally, exploring ways to automate or streamline the referral tracking process within Compyle may support higher compliance. Regular check-ins with staff to understand challenges or hesitations around referrals can also inform more supportive tools and practices moving forward.