After a related services referral is submitted, the related services coordinator will identify one or more vendors who have qualified providers to accept the evaluation and will add the vendor main contact/liaison to the ticket. If you have been added to the ticket with an offer to accept a new related services referral, you will receive a generate email asking that you log into the portal to review and respond to the referral.
Please note that beginning in the 26-27 school year, all referrals are submitted within the "Related Services Hub" in the Pearson Online Classroom which consists of data views used by schools to submit both Live Services and third-party services referrals. Data is imported into HubSpot daily on business days which generates tickets.
Log into the Customer Portal the view the main Tickets page. There are several ways to navigate and filter information.
- Views: You can choose between "My view" and "Organization view." My view displays all tickets on which you are a stakeholder. Organization view shows all tickets associated with your organization even if you are not a stakeholder.
- Search: Use this to search by student ID, service, etc.
- Sort and Filter: This allows you to search between open and closed tickets and also adjust the filter for criteria such as ticket create date, last activity date, etc.
If you are viewing therapy referrals, it is helpful to look at the Student ID, School Name, and Related Services Type, Minutes, and Setting columns within the data table as highlighted below.
After opening a ticket you will notice the following:
- Left section of the ticket contains a list of all tickets. You can use the search button to filter or sort information.
- Middle section of the ticket contains all correspondence activity. If the referral has been difficult to source, you may see messages from other vendors as well as from Pearson's Operations & Compliance Team.
- Right section of the ticket contains the description. Tickets for the 26-27 school year typically have a standardized description which contains the student ID, school, service area, minutes, and setting. If the referral is face to face (in person), then the zip code will be listed here.
After reviewing the referral, go to the bottom of the ticket to type a message indicating whether or not your company can accept the referral. Then click "Send."
- If your company accepts the referral, please specify the name of the therapist who will be assigned.
- If you cannot accept the referral, please state this in the comment so that the relatd services coordinator may refer the student to another vendor.
Open the ticket and add a comment with the name of the therapist to be assigned or indicate that your company cannot accept the related services request. Send the message.
The related services coordinator will review your comment and confirm the related services therapist assignment if you have accepted. You will receive confirmation of therapist assignment via email notification like the screenshot below, and the ticket status will change to Therapist Assigned / Closed. This message is also sent to the special education director.
After receiving confirmation of therapist assignment, please use your communication IA to communicate with the school regarding this referral.