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Transfers

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Who can request a transfer?

  • Portal Staff who have the permission to manage Clients.

Who can review and authorize transfer requests?

  • Portal Staff who have the Service Provider Group permission to manage Clients.

The Transfer Request workflow allows Service Provider staff to submit a request to transfer a client file to another service provider. These requests are reviewed by System Service Manager staff, who can approve or decline them.

Frequently asked questions

Only Service Provider staff with access to the client’s file in the Jobs Portal can initiate a transfer request. They must ensure the client is linked to a CaMS account and not in an outcome phase before submitting.

When a transfer request is approved, the following people are automatically notified by email:

  • Assigned caseworkers of the client’s current service provider
    So the team currently working with the client knows the file has been transferred.
  • Staff at the client’s new service provider who have permission to manage Referrals
    Ensuring those who will take over the file are aware and can begin working with the client.
  • The client
    Keeping them informed that their file has been transferred to the new service provider.

When a transfer request is declined, email notifications are automatically sent to:

  • Assigned caseworkers of the client’s current service provider, so they’re aware the client will remain with them.
  • The client, to keep them informed about the outcome of the request.

The new service provider is not notified since the transfer did not proceed.

When a transfer request is approved, the client file is reassigned to the new service provider. All assigned caseworkers at the client’s previous service provider, staff at the new service provider with permission to manage Referrals, and the client are notified by email.

A case note is also automatically added to the client’s file to record the approval.

If a transfer request is declined, the client remains with their current service provider. Assigned caseworkers and the client are notified by email so they’re aware of the decision.

A case note is automatically created to document the outcome.

No. Once a transfer request has been submitted, it must go through the approval process. If circumstances change before a decision is made, you can reach out directly to the System Service Manager team to discuss the situation.

You can view the status of a transfer request directly on the client’s file. The status will appear as Pending, Approved, or Declined, so you always know where the request stands.

To be eligible for a transfer, the client must meet the following conditions:

  • Linked to a CaMS account:
    The client must have an active link to a CaMS account. The system will check this automatically before allowing a transfer request to proceed.
  • Not in an outcome phase:
    Clients who have entered any outcome phase are not eligible for transfer. If an outcome is detected, the system will notify you and prevent the request.

The Jobs Portal will automatically check that these criteria are met. However, your System Service Manager may have additional guidelines for transferring clients to another service provider. If you’re unsure, please check with your SSM.

For service provider staff

How to submit a transfer request

1. Navigate to the client file: Open the client’s file that you wish to transfer.

2. Start the transfer request: In the Actions menu, select Transfer Request.

  • Transfer Eligibility
  • Client must be linked to a CaMS account
    The portal will automatically verify that the client is linked to a CaMS account. If not, you’ll see a warning and won’t be able to proceed until the link is established.
  • Client cannot be in an outcome phase
    If the client has reached any outcome phase in their Employment Action Plan (EAP), the system will alert you, and the transfer cannot be completed.

3. Complete the transfer details.

  • Choose the Reason for Transfer
    Select from one of the following options: Dissatisfied with current services, Service coordination, Specialized programming, Unable to participate: perceived barrier, or Other. If you select Other, you’ll be prompted to provide a reason.
  • Select the new Service Provider
    Use the dropdown to choose which service provider you want to transfer the client to.
    • Add notes (optional)
      You can include additional details or context about why you’re requesting the transfer.
  • Agree to attestations
    Confirm that the client was informed and gave verbal consent to transfer their file, and that all expenditures and funding requests have been submitted.

4. Submit the request: Click Submit Transfer Request button. The request will be sent to System Service Manager staff for review.

  • Email notifications are sent to the SSM team for review, to all assigned caseworkers of the client’s current service provider, and to the client, keeping everyone informed throughout the process.

5. Check the request status: You can view the status of your transfer request on the People screen or from the client’s profile. It will show as In Progress, Approved, or Declined.

What happens next

  • Email notifications are sent to the:
    • System Service Manager team for review.
    • All assigned caseworkers at the client’s current service provider.
    • Client to keep them informed throughout the process.
  • Upon decision
    • Email updates automatically go to the current service provider, the new provider (if approved), and the client.
  • Case notes
    • A case note is automatically added when the transfer request is made, and another is created once the request is approved or declined.

For system service manager staff

How to review transfer requests

1. Access the transfer request: You can review and make a decision on a transfer request in one of two ways:

  • From the email notification: select Review Transfer Request to open the client’s profile in the portal, where you can review the request details and approve or decline it.
Transfer request email notification
  • From within the portal:
    Navigate to the client’s profile and select Actions > Review Transfer Request. This will open a screen showing key details about the transfer request, including the the reason for transfer, requested new service provider, and any additional notes. You’ll be asked to confirm your decision when selecting Approve or Decline. If declining, you’ll also be asked to provide a reason.

What happens next

  • Approved transfers
    The client’s case will automatically be reassigned to the new service provider and an email notification will be sent to the current service provider, new service provider, and the client.
  • Declined transfers
    The client’s case will remain with their current service provider and an email notification will be sent to the current service provider, and the client.
  • Automatic case notes
    A case note is added to the client’s file documenting the decision, maintaining a complete record of the transfer process.