Big-Small Partnerships that WorkBenefits, Challenges and Integration Issues when a

211s & Specialized I&Rs Come Together

Epilepsy FoundationPaul Scribner, MSW, LCSW-CSenior Director, Information Services

Tom Buckley, MHSSenior Information Specialist

Heart of Florida United WayCaree Jewell, LMHCDirector, 2-1-1

Larry OlnessVice President, Community Services

Josette VonBirgelen. LCSWAssistant Director. 2-1-1

Presenters:

Learning ObjectivesParticipants will be able to:

List key criteria to look for when picking a successful I&R partner

Identify key elements to include in a quality RFP when soliciting partner bids

Identify key elements in a successful proposal for someone seeking to bring on a service delivery partner

Identify specific strategies and attitudes that can help to maintain a positive partnership over time.

2

Picking an I&R Vendor/Partner

Why Go 24/7 and Seek AIRS Accreditation?

Institute of Medicine (IOM) Report Recommendations

Professionalize and expand I&R with best practices

Improve support for people with epilepsy and their families

Better support network of 47 affiliates

4

Creating a Strong RFP (and finding the right partner)

Define high level criteria

Have conversations

Detail entire scope of activities

5

Page 1 of 98

Request for Proposals

Blah, blah, blah, blah, blah, blah, blah…

Get lots of reviewers from various disciplines

Give a reasonable amount of time to respond

Keep it as short as you can!

RFP Element Suggestions1. Relevant Background and Project Summary2. Key Dates Up Front3. Detailed Scope

a) Writer familiar with service?b) Phases

a) Transition/integrationb) Launch/activationc) Ongoing management

c) Service Requirementsa) inquirer response, resource management,

information systems, reporting, general

6

RFP Element Suggestions4. Key Qualifications5. Budget Amount6. Proposal Elements

• Qualification Statement• Approach• Workplan/Timeline• Staffing• Itemized Budget

7. Contacts Make it Easy

7

The Proposal Review ProcessUse multiple stakeholders with different

perspectivesAffiliates, national staff, consultant, PAB

Use a clear scoring sheetWeight toward most critical items

Be fair and equitable with responding to questions

Do secret shopper calls (and/or check references)

Discuss discrepancies and differing perspectives with reviewers

Trust your gut

8

Why Heart of Florida?Cost and value

Quality and thoroughness of proposalAll items were addressed as requested

Secret shopper calls

Benefits of A Partner/VendorScalable service to meet demand

Support during power outages, snowstorms, in addition to after hours

Use of already accredited resources database

Robust Spanish language support

Ability to adapt existing policy, procedures and protocols for AIRS accreditation rather than starting from scratch

Tap knowledge of partner/vendor leadership

10

Evaluating the Opportunityand

Submitting a Successful Proposal

Is This the Right Opportunity?

Mission Fit

Risk / Benefit Analysis

Likelihood of Success

Board Support

Mission Fit

Does this further my mission and vision?

Does this support my core values?

Am I already doing this work?

Benefits & RisksNational credibility

Diversification of funding base

Additional training

Potential to partner with affiliates

Community benefit

14

Overloading staff / impact to other services

Unanticipated costs

Emergency Rescues

15

Will Our Bid Succeed?Review the RFP thoroughly

What client experience is the partner trying to create?

What are the deliverables?What can I already provide & what changes

will need to be made to meet these expectations?

What isn’t written in the RFP but can be anticipated from the spirit of the agreement?

16

Will Our Bid Succeed?

Staffing patternsTraining costs (upfront and

ongoing)Management TimeOverhead (technology, phone

costs, space)Added value for no cost

Board Buy-In

17

Mission FitBenefits to the organization

as a wholeFunding diversificationPotential growth

Respond to all sections of the RFP in order!

Repeat yourself if necessary!

What does it take to make it work?

What type of partner do you want be?

Small Group Exercise:

Key qualities you want in a partner/vendor?

20

21

What type of partner do you want be? – Our thoughts

Flexible and mission driven Trustworthy and respectfulPuts the client first – quality service is firstFocus on iterative and constant improvementInterested in holding up the spirit of the

agreement – beyond the letter of the agreement

Clear, honest and candid communication between key contacts

Take all the time needed to draft an agreement that covers the entire scope of work, including contingencies.

Have a detailed 90 day kickoff planGetting to launch with training, systems

and protocolsWeekly meeting schedule

Train and train again - and keep on training

22

Start Off Right

Start Off RightYes…and train even more

Both partners need to be fully invested and not overburdened

Engage in monthly meetings to discuss constant improvement - don't sit back and relax

Compromises and ChallengesMaking Information System

(ReferNet) work for the Epilepsy FoundationReporting issuesHFUW is always there to work with us

and support our needs

Cross training EF staff and HFUWGeography issuesTechnology to use and make this

happenBandwidth to make this happen

24

Compromises and Challenges (2)Phone systems

Phone transfer at ACD vs phone transfer at the provider level issues

Constant change required for data elementsNeed to expect changes

Getting affiliates to give us accurate information for database

Reason we had so few challenges was because we had a shared vision – client care is first!

25

26

After partnership is created, what does it really take to maintain the partnership successfully?

Communication

Flexibility

Collaborative attitude - how can we get it done

Helps to have shared values - everyone acts in line with spirit of agreement vs. the letter of the law

Questions?Paul Scribner, MSWpscribner@efa.org(301)918-3729

Tom Buckley, MHStbuckley@efa.org(301)918-3770

Caree Jewell, LMHCcaree.jewell@hfuw.org(407)849-2358

Larry OlnessLarry.olness@hfuw.org(407)849-2360

Josette VonBirgelenJosette.vonbirgelen@hfuw.org