Baby Go Round — Family Journey

How to read this: this diagram is a draft of how we understand the Baby Go Round family journey. Colours show who is doing what at each step — the referring agent or family, the Mareto system doing automated things, Baby Go Round staff, the on-site distribution event, longitudinal follow-up, board reporting, and the holding states (out-of-window, duplicate, no-show). Please review, challenge anything that doesn't match how you actually work, and bring the questions at the bottom to our next conversation. It's much easier to sort out the shape of things before we start building — this is the moment.

Family or Referring Agent

System (Automated)

Baby Go Round Staff

Distribution / Appointment

Follow-up / Survey / Return

Reporting / Board

Hold / Decline / No-show

flowchart TD F1["1 · REFERRAL SUBMITTED Referring agent submits on behalf of family Form variant: standard, exchange, or breast pump Required fields enforced; due date validated"] S1{"2 · AUTO-VALIDATION Required fields · 10-week due-date window"} S1_HOLD["↩ HELD — out of window or incomplete Agent notified to resubmit Exception path available"] S2["3 · DUPLICATE CHECK Name and phone combinations Tolerant of hyphen and capitalisation variants"] S2_DUPL["[FLAG] DUPLICATE Held for staff review Merge or confirm new family record"] S3{"4 · AGENT REGISTRY CHECK Submitting agent matched against onboarded list"} S3_NEW["[FLAG] UNREGISTERED AGENT Operations onboards: introduces program (e.g. gear is gently used, typical call timing); registry updated; referral resumes"] St1["5 · STAFF INTAKE REVIEW Confirm new vs returning family Sorted into Vancouver or Cloverdale queue"] St2["6 · QUEUE & PRIORITISE Grouped by month family is due Priority signals surface ahead of standard window"] St3["7 · FAMILY OUTREACH CALL ~3 weeks before due date Confirm contact, walk through items, identify language and access needs"] St4["8 · APPOINTMENT BOOKED Live cross-location calendar Vancouver or Cloverdale, time, items, notes"] S4["9 · CONFIRMATION EMAIL Auto-sent to family and referring agent Wording customisable"] S5["10 · COVER SHEET GENERATED Printable one-page summary for volunteers Items, family, household — less than the full referral Print-status flag advances"] D1{"11 · APPOINTMENT DAY Family arrives or no-shows"} D1_NS["✗ NO-SHOW Closed with reason Gear returns to floor"] D2["12 · ON-SITE APPOINTMENT Bundle reviewed with family; items taken or substituted Volunteers handwrite changes on the cover sheet during the appointment"] D3["13 · POST-APPOINTMENT UPDATE Handwritten cover sheet returns to staff Items actually distributed recorded into the family record; notes attached"] O1["14 · FAMILY RECORD CARRIES FORWARD Per-child program; multi-visit history grouped by child"] O2["15 · SECOND APPOINTMENT Same family, same child, different gear Pulls forward prior visit"] O3["16 · FOLLOW-UP SURVEY Configurable interval after last visit Responses attach to family record"] O4["↩ FAMILY RETURNS — NEW CHILD Re-entry into intake; new program record under same family"] Rep1["17 · ROLE DASHBOARDS Operations: calendar + projected gear ED: monthly funder + board reports"] Rep2["18 · RECALL & OUTREACH QUERIES Recipients of item X in window Y, with contact Annual satisfaction survey list"] F1 --> S1 S1 -->|"Out of window or missing"| S1_HOLD S1 -->|"Valid"| S2 S1_HOLD -.->|"Agent resubmits"| F1 S2 --> S2_DUPL S2_DUPL --> S3 S3 -->|"Unrecognized agent"| S3_NEW S3_NEW --> St1 S3 -->|"Known agent"| St1 St1 --> St2 --> St3 --> St4 St4 --> S4 --> S5 --> D1 D1 -->|"Family arrives"| D2 D1 -->|"No-show"| D1_NS D1_NS -.->|"Re-book or close"| St3 D2 --> D3 --> O1 O1 --> O2 O1 -.-> O3 O3 --> O1 O2 --> O1 O1 -.->|"Years later, new child"| O4 O4 -.-> F1 O1 --> Rep1 Rep1 --> Rep2 classDef family fill:#E8F4FD,stroke:#2196F3,stroke-width:2px,color:#1565C0 classDef system fill:#FFF3E0,stroke:#FF9800,stroke-width:2px,color:#E65100 classDef staff fill:#E8F5E9,stroke:#4CAF50,stroke-width:2px,color:#2E7D32 classDef distribution fill:#F3E5F5,stroke:#9C27B0,stroke-width:2px,color:#6A1B9A classDef followup fill:#FCE4EC,stroke:#E91E63,stroke-width:2px,color:#880E4F classDef reporting fill:#FFF8E1,stroke:#FFC107,stroke-width:2px,color:#F57F17 classDef hold fill:#FFEBEE,stroke:#F44336,stroke-width:2px,color:#B71C1C class F1,O4 family class S1,S2,S2_DUPL,S3,S4,S5,O3 system class St1,St2,St3,St4,O1,S3_NEW staff class D1,D2,D3 distribution class O2 followup class Rep1,Rep2 reporting class S1_HOLD,D1_NS hold

A note on terminology

The diagram uses a few terms that may be worth walking through together. Program refers to the per-child record (one program per child); visit refers to an individual appointment under that program. Referral is the form submitted by an agent; booking is the appointment slot held after the outreach call. We'd like to confirm these on our next call.

For reference

Two locations. Vancouver (Mon–Fri) and Cloverdale, in Surrey (Wed–Thu).
Referral network: approximately 200 referring agencies and 800 individual referral agents.
Two appointments per child is typical; some families return for a third or fourth.
Intake window: referrals submitted more than 10 weeks before the due date are held; outreach calls happen approximately 3 weeks before the due date.
Volunteer cover sheet shows a reduced view (items, family, household); all other client data is staff-only.
Initial user count: 6–7 staff users, with room to grow to 8–10. Volunteers do not access the system.

Questions for your team to think through

These are the spots where we need your direction before we start configuring. No right answers — just pick what feels right for how your team actually works. If you're unsure, flag it and we'll talk through it on the next call.

Intake window. When a referral arrives outside the 10-week window, the exception path needs a destination — should it route to the Operations Manager, the Client Services Manager, or both?
Priority routing. When a referral should jump the queue (newborn already arrived, newcomer to Canada, urgent), which roles should get the alert and within what window?
Duplicate review ownership. When the system holds a suspected duplicate, who reviews and decides — Client Services, Operations, or first-available?
Family record vs. child record. Should the family record open to one continuous history surface, or do staff prefer the child-level grouping to be the default landing tab?
Cover-sheet privacy threshold. What's the minimum the volunteer cover sheet must show, and what should never appear on it?
Cancellation and no-show handling. When an appointment is cancelled or a family no-shows, what should happen automatically — re-queue for outreach, mark for follow-up, or stay closed until the family re-initiates?
Survey timing. For the post-visit follow-up, is the trigger always 12 weeks after the most recent visit, or different cadences by program type?
Recall outreach scope. When a recall hits, should outreach default to all recipients of the item type within the recall window, or should staff filter further (e.g., only families with a current valid email)?
Foster Parent program differences. What, if anything, is different about the Foster Parent flow compared to the standard family flow — different intake fields, different notification routing, different reporting?
Returning family — fresh referral or skip? When a known family qualifies for a new child, should a referral agent still submit a fresh referral form, or should returning families be able to start the next child's record directly with the agency?