Help Handbook | Community Connect

For Residents

Find and access local support services

Community Connect is a free, public directory of local charities and community services across Lancashire. No account is needed to search or view services.

Community Connect homepage showing the search bar and filter options on a purple hero section — The homepage with the search bar and filter options

Two ways to search

1

Filter search

Use the filters to narrow by keyword, location (district), category, age group, referral method, and cost. Results update as you change filters. Use Clear filters to start over.

2

AI smart search

Describe what you need in plain English (e.g. "I'm feeling lonely and isolated in Preston"). The AI matches you to the most relevant services and explains why each was selected. You can give feedback on the results to help improve future matches.

List and map views

Toggle between a card list and an interactive map showing where services are located across Lancashire. Click a district on the map to filter results to that area.

Map view of the Community Connect directory showing clustered service markers across Lancashire districts — The map view clusters services by area — click a district to filter

Shortlisting services

Tap the heart icon on any service card to add it to your shortlist — a handy panel where you can compare saved services and download them as a PDF. Your shortlist is stored privately on this device only and clears when you close your browser, so your choices stay personal to you.

Language options

Community Connect is available in several languages to make sure everyone in our communities can find support. When language switching is enabled, a language selector appears in the top-right corner of the navigation bar — look for the globe icon next to the word "English".

Click the selector to open the dropdown and choose from English, Gujarati, Urdu, Punjabi, Polish, and Arabic. The entire site — navigation, search, and service descriptions — instantly switches to your chosen language. Your selection is remembered while you browse, so you can explore the directory comfortably in the language that's right for you.

Language selector dropdown open on the homepage showing English, Gujarati, Urdu, Punjabi, Polish and Arabic options — Choose your language from the selector in the top-right corner

Viewing a service

Browse the directory to see all available services as cards, each showing the organisation name, location, a short description, category tags, and whether it's free. Use the heart icon to shortlist any service, or click "View" to open its full details.

All Services directory page showing a grid of service cards with names, locations, descriptions and category tags — The directory listing showing all services as cards

Click any service card to open its full profile. Here you'll find everything you need: what the service offers, the project name, opening times, contact details (email and phone), the full address, and how to access it. If the service accepts self-referrals, you can refer yourself directly from the page using the "Self-Refer Now" button. Professionals can also make a referral from here.

Service detail page for One Voice Blackburn showing the about section, project name, services offered, and contact and referral options — A service detail page with full information and referral options

For Professionals

Refer clients to the right support

Health and social care professionals can refer clients to one or more services in a single flow — no account required.

1

Find suitable services

Use the AI smart search or filters on the Make a Referral page to find services that match your client's needs. You can select multiple services at once.

Make a Professional Referral page showing the AI search box and service cards with heart icons to add to the support plan — Search and select services — use the AI search or filters, then tap the heart to add to your support plan

2

Download a support plan

Generate a printable PDF support plan summarising the selected services to share with your client or keep on file.

3

Complete the referral form

Enter your client's details (name, contact, age group, area, reason for referral) and your own details as the referrer. Set the urgency level and confirm consent has been given.

Professional referral form modal showing client details and referrer details sections with a consent checkbox — The referral form — complete client and referrer details, then confirm consent

4

Submit

Your referral is sent to each selected service. The organisation will receive a notification and contact your client. You'll see a confirmation once submitted.

Consent: You must have your client's consent before submitting a referral. Only the minimum information needed is shared with the receiving organisation.

For Organisations

List your services and manage referrals

VCFSE organisations can apply to be listed, publish their services, and manage incoming referrals — all through a free account.

1

Apply to be listed

Submit your organisation details on the Apply page. An administrator reviews your application; once approved, you'll be notified by email.

Community Connect homepage showing the search bar, filter options, and service cards — The homepage with search and filters

Apply to Join the Directory form showing organisation details fields — The organisation application form

2

Create an account

Register and verify your email. Sign in from the "Sign in" menu and choose "Organisation" to reach your dashboard.

Register a New Service page with the My Organisation dropdown expanded showing List Your Service option — List a service from the My Organisation menu

3

List a service

From My Organisation → List a service, complete the service form: what you offer, who you help, location, opening times, contact details, referral method, and cost. Listings are submitted for admin review before going live.

Register a New Service form showing organisation and service details fields with tips — The service registration form with organisation and service details

4

Manage your dashboard

Use the Dashboard to view and edit your listings, track referral status, and see analytics on views and referrals.

Time-limited services

When listing a service, you can set an optional end date for time-limited projects (e.g. linked to funding). Once that date is reached, the listing is automatically paused and hidden from the public directory. You can update or clear the end date and resume the listing at any time from your dashboard.

Handling referrals

When someone refers a client to your service, you'll receive an email notification. Open the referral from your dashboard to see the client's details, update its status (pending → contacted → in progress → completed / declined), and add internal notes. The referrer is notified if a referral is declined.

Analytics

Your dashboard includes analytics showing referral volumes, popular services, and insights into what people are searching for — helping you understand demand for your services.

The Analytics tab — referral metrics, service breakdown, and referral sources

Organisation Dashboard Insights tab showing search match KPIs, areas searching, referrals, and popular search terms with progress bars — The Insights tab — search matches, popular search terms, and key themes

For Administrators

Moderate listings and oversee the directory

Administrators review organisations, moderate service listings, monitor referrals, and manage platform settings.

1

Moderate organisations

Review new applications, approve or reject them, and pause an organisation if needed — which automatically pauses all its active services. You can resume an organisation to restore its previously active listings.

Directory Administration panel showing pending organisation applications with approve and reject buttons — The Admin Panel — review and approve or reject organisation applications

2

Moderate services

Review submitted service listings, approve them to go live, reject with a reason (emailed to the organisation), pause, or mark as reviewed. Use filters to find listings by status, location, or keyword.

Directory Administration Service Listings tab showing under review listings with approve, reject, and mark reviewed actions — The Service Listings tab — approve, reject, or mark listings as reviewed

3

Monitor referrals & analytics

View referral analytics across all services, filter by location or category, and export data as CSV for reporting.

4

Manage settings

Toggle features such as multilingual search, and review stale listings that haven't been updated recently.

Directory Administration Stale Listings tab showing flagged listings older than 12 months with mark reviewed buttons — The Stale Listings tab — review and mark flagged listings as reviewed

Time-limited services with an end date are automatically paused by a daily check, so the directory stays current without manual intervention.

Accessibility

Tools to make the site work for you

Community Connect is built to be accessible to everyone, including users with sight loss, dyslexia, and other accessibility needs.

Accessibility settings modal showing text size, letter spacing, line height, read aloud, high contrast, dyslexia-friendly font, reduce motion, and focus mode options — The accessibility toolbar — adjust text size, spacing, contrast, and enable read aloud

Text size & spacing

Adjust text size and line height to your preference from the accessibility toolbar.

High contrast mode

Switch to a high-contrast yellow-on-black theme for improved visibility.

Read aloud

Activate Read Aloud mode, then select any text on the page to hear it spoken — designed for sight-loss users.

Language

When enabled, choose from multiple languages using the selector in the navigation bar.

Keyboard navigation

Use Tab to move through the site and the "Skip to main content" link to jump past navigation.

Dyslexia-friendly font

Switch to a dyslexia-friendly font and reduced-motion option from the toolbar.

Account & Security

Signing in, passwords, and your data

Accounts are only needed for organisations and administrators. Residents and professionals can search and refer without an account.

Community Connect login screen with Google sign-in, email and password fields, and a link to create an account — The sign-in page — log in with Google or your email and password

1

Register

Go to Sign in → Organisation and register with your email and a password. Verify your email with the code sent to you to complete sign-up.

2

Sign in

Use the "Sign in" menu in the navigation bar. Choose "Organisation" to manage listings or "Admin" for staff access. You can also sign in with Google.

3

Reset your password

If you forget your password, use the "Forgot password" link on the sign-in page to receive a reset link by email.

For details on how your data is protected, see our Data Protection Policy.

Frequently Asked Questions

Quick answers to common questions

User Handbook