Referrals & Marketing (Associate Handbook)

This section covers how associates represent Head & Heart and support referrals (without creating inconsistency or risk).

What belongs here

• Directory profiles: what must be up to date (photo, bio, specialties, availability)
• Directory/referral flow: how inquiries are routed and handled
• Language/claims norms: what you can and can’t promise
• Associate-sourced clients (associates can bring clients into the practice)

Directory/referral flow (how inquiries work)

• Directory profiles route inquiries to the clinic administrative email (not the associate directly), so associates typically do not need a separate “how to handle a referral inquiry” workflow for directory leads.
• Associates can bring clients into the practice if they choose; please coordinate intake/booking with admin per clinic workflow.

Profile standards (must stay current)

Directory/website profiles must be kept up to date:

• Photo: within 5 years
• Bio: updated at least every 2 years
• Specialties: must always be accurate and current (do not list a specialty if you do not have relevant training and experience)
• Availability: should be kept current (admin maintains availability)

Language claims (fluency required)

Associates should not claim to provide therapy in a language unless they are fluent and can perform therapy in that language (both understanding and responding).

Drafts (owner to finalize)

• ./Directories_Where_Associates_Are_Listed.md
• ./Areas_of_Expertise_and_Ethical_Specializations.md
• ./Referral_Source_Etiquette.md