Big-Small Partnerships that Work

1. Big-Small Partnerships that Work Presenters: Benefits, Challenges and Integration Issues when a 211s & Specialized I&Rs Come Together • Heart of Florida United Way • Caree Jewell, LMHC • Director, 2-1-1 • Larry Olness • Vice President, Community Services • JosetteVonBirgelen. LCSW • Assistant Director. 2-1-1 Epilepsy Foundation Paul Scribner, MSW, LCSW-C Senior Director, Information Services • Tom Buckley, MHS • Senior Information Specialist

2. Learning Objectives Participants 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.

3. Picking an I&R Vendor/Partner

4. 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

5. Creating a Strong RFP (and finding the right partner) • Define high level criteria • Have conversations • Detail entire scope of activities • Get lots of reviewers from various disciplines • Give a reasonable amount of time to respond • Keep it as short as you can! Request for Proposals • Blah, blah, blah, blah, blah, blah, blah… Page 1 of 98

6. RFP Element Suggestions • Relevant Background and Project Summary • Key Dates Up Front • Detailed Scope • Writer familiar with service? • Phases • Transition/integration • Launch/activation • Ongoing management • Service Requirements • inquirer response, resource management, information systems, reporting, general

7. RFP Element Suggestions • Key Qualifications • Budget Amount • Proposal Elements • Qualification Statement • Approach • Workplan/Timeline • Staffing • Itemized Budget • Contacts Make it Easy

8. The Proposal Review Process • Use multiple stakeholders with different perspectives • Affiliates, national staff, consultant, PAB • Use a clear scoring sheet • Weight 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

9. Why Heart of Florida? Cost and value Quality and thoroughness of proposal • All items were addressed as requested Secret shopper calls

10. Benefits of A Partner/Vendor • Scalable 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

11. Evaluating the Opportunityand Submitting a Successful Proposal

12. Is This the Right Opportunity? • Mission Fit • Risk / Benefit Analysis • Likelihood of Success • Board Support

13. Mission Fit • Does this further my mission and vision? • Does this support my core values? • Am I already doing this work?

14. Benefits & Risks • National credibility • Diversification of funding base • Additional training • Potential to partner with affiliates • Community benefit • 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 patterns • Training costs (upfront and ongoing) • Management Time • Overhead (technology, phone costs, space) • Added value for no cost

17. Board Buy-In • Mission Fit • Benefits to the organization as a whole • Funding diversification • Potential growth

18. Respond to all sections of the RFP in order! Repeat yourself if necessary!

19. What does it take to make it work?

20. What type of partner do you want be? Small Group Exercise: Key qualities you want in a partner/vendor?

21. What type of partner do you want be? – Our thoughts • Flexible and mission driven • Trustworthy and respectful • Puts the client first – quality service is first • Focus on iterative and constant improvement • Interested in holding up the spirit of the agreement – beyond the letter of the agreement • Clear, honest and candid communication between key contacts

22. Start Off Right • Take all the time needed to draft an agreement that covers the entire scope of work, including contingencies. • Have a detailed 90 day kickoff plan • Getting to launch with training, systems and protocols • Weekly meeting schedule • Train and train again - and keep on training

23. Start Off Right • Yes…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

24. Compromises and Challenges • Making Information System (ReferNet) work for the Epilepsy Foundation • Reporting issues • HFUW is always there to work with us and support our needs • Cross training EF staff and HFUW • Geography issues • Technology to use and make this happen • Bandwidth to make this happen

25. Compromises and Challenges (2) • Phone systems • Phone transfer at ACD vs phone transfer at the provider level issues • Constant change required for data elements • Need 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!

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

27. Paul Scribner, MSW pscribner@efa.org (301)918-3729 Questions? Caree Jewell, LMHC • caree.jewell@hfuw.org • (407)849-2358 • Larry Olness • Larry.olness@hfuw.org • (407)849-2360 • JosetteVonBirgelen • Josette.vonbirgelen@hfuw.org Tom Buckley, MHS tbuckley@efa.org (301)918-3770