Global Referrals Tab: Community Queue (New Clarity Interface)

Overview

This article describes the structure and basic functionality of the Community Queue tab in the new Clarity interface, which allows communities to triage and prioritize client referrals across programs, agencies, and systems of care.

For additional information on the workflows for the different roles involved in managing the Coordinated Entry referral process, refer to our Coordinated Entry Roles article.

This article contains the following sections:

• Accessing the Community Queue Tab

• Options to Refine Search Results

• View and Edit Community Queue Referrals

• Icons & Tooltips

Accessing the Community Queue Tab

The Community Queue tab is available to users with Referrals tab access by clicking the global Referrals tab in the primary navigation menu, then selecting the Community Queue tab. If multiple community queues are enabled, a selection bar at the top of the page lets end users select the appropriate queue. If multiple community queues are not enabled, the default community queue will show.

Options to Refine Search Results

The Community Queue page includes multiple options to refine and view search results: 

• A search bar
• Filters
• Sorting options
• A column selector. 

Search Bar

Users can use the search bar to search for clients.

Filters

Users can apply filters to narrow search results.

The filters available are:

• Tracked Characteristics
• Referral Status
• Assessment Name
• Assessment Processor
• Eligible Clients - filters for clients eligible for programs at the user’s current agency, unless a different Active Agency and/or Program filters are selected.
  • Active Agency
  • Program 
• Referral Date From
• Referral Date To
• Referred By Agency
• Score Range.

Sorting Options

The Community Queue tab includes dynamic sorting options that allow for multiple layers of sorting logic.

Sorting options are based on the following:

• Assessment Name
• Assessment Processor
• Assessment Score
• Created By
• Days Pending
• Last Activity
• Navigator
• Referral Date
• Referral Status
• Referred by Agency
• Score Range
• Tracked Characteristics
• Returned to Queue

Users can click one or more checkboxes in the Available Fields list to sort by that field. Users can arrange the list of Active Sorts using the drag and drop method, choose the sort direction by clicking the arrow, remove a selection by clicking the checkbox, or clear the list of Active Sorts by clicking Clear All.

A Column Selector

The Community Queue tab includes a column selector that users can use to customize their results view. 

The columns shown by default are:

• Client
  • Name
  • Referred by Agency
• Referral Date
• Days Pending
• Created By
  •  User Creating
  • User Home Agency
• Tracked Characteristics

Clicking the column selector displays a search bar, the currently selected fields, the available fields to select, and a section to add fields that collapses when the screen is resized. The Client field cannot be removed.

Clicking a checkbox next to an Available Field will add the field to the Collapsed Fields section. The user can then drag the field to the Visible Fields section to show it on the screen. Users can also drag a Visible Field to the Collapsed Field section. 

The selections made in the column selector are saved in the user’s browser and determine what they see the next time they view that screen. Learn more about column selectors in our Client Record Overview article.

View and Edit Community Queue Referrals

Users with the appropriate access can view and/or edit referrals in the Community Queue.

The Edit Referral section includes the following (depending on referral type and status):

• Client
• Referred to
• Referring Agency
• Referred Date/Days Pending
• Last Activity
• Qualified
• [Assessment Processor Name] Score
• Referred by Staff
• Navigator
• “Hide from customer portal” toggle

Users with the appropriate access can click on the action menu icon for additional actions:

• Reassign
• Remove from Queue
• Change Queue
• Snooze (when enabled)
• View Audit log (requires System Administrator access)
• Delete (may require additional access rights)

When a user chooses an action, a pop-up opens with additional actions available:

• Reassign
  • Active Agency
  • Reassignment Date
  • Program
  • Opening

• Remove from Queue
  • Reason for Removal (picklist)
  • Sub-reason for removal (when applicable)
  • Queue Removal Date
• Change Queue
  • Community Queue (picklist)
    • The picklist should only include queues where the client does not have an active referral
• Snooze (when enabled)
• View Audit Log (requires System Administrator access rights)
• Delete (may require additional access rights)

Notes Section

The Notes section of any referral includes a list of notes and the ability to add notes. 

History Section

The History section of any referral includes a complete history of all actions taken for the referral.

The table in the History section displays the following columns: 

• Activity
• Date
• Days Pending
• Staff

A referral’s history can be viewed on a referral accessed from the following locations:

• Incoming Referrals tab on the global Referrals tab 
• Community Queue tab on the global Referrals tab
• Outgoing Referrals tab on the global Referrals tab (coming soon!)
  
  
• Referrals tab on the client’s record
• History tab on the client’s record
  
  

Icons & Tooltips

Icon	Icon/Tooltip Name	Tooltip	Icon Location
	Action menu, also known as: 3 dots vertical ellipsis kebab	"Show more actions"	All Screens: typically on the far right of a screen or section
	Add	“Add”	All Screens: anywhere the “Add” option occurs
	Column Selector	"Show/hide fields"	All Screens: typically paired with a search bar
	Community Queue	"Community Queue"	All Screens: located on the primary navigation menu and visible at all times for those with access to the Community Queue
	Delete	“Delete”	All Screens: anywhere the “Delete” option occurs
	Edit	“Edit”	All Screens: anywhere the “Edit” option occurs
	Filter	"Add a filter"	All Screens: typically paired with a search bar
	Information	Note: this icon information changes based on the location found.	All Screens
	Note	"Note [formatted note text]"	Referrals
	Privacy - Private	Varies depending on screen; example from client profile: “Private Client data is not shared.”	All Screens: within the client record
	Privacy - Public	Varies depending on screen; example from client profile: “Public  Client data is shared.”	All Screens: within the client record
	Referrals	(no tooltip)	All Screens: located on the primary navigation menu and visible at all times for those with Referrals tab access
	Search	"Search"	All Screens: typically paired with a search bar
	Sort	"Configure Sorting"	All Screens: typically paired with a search bar
	Tracked Characteristics	“Characteristic - [list of applicable tracked characteristics].”	Anywhere a tracked characteristic is found

 

Updated: 02/25/2026