1. Qualification Statement

Heart of Florida United Way (HFUW) is a Community Impact United Way and is widely recognized for bringing community leaders and stakeholders together to help address the most critical needs. The mission is to improve lives by mobilizing the caring power of communities and since 1939, HFUW has assisted millions of Central Floridians and continues to touch the lives of all ages. Notable recognition includes a Four-Star rating from Charity Navigator for Fiscal Accountability; identified as the largest 2-1-1 Information and Referral Contact Center in Florida and acknowledged as being in the top 10% of ALL 2-1-1 centers in the country, receiving the highest score possible in a blind call sampling of ten key points. Additionally, HFUW recently received a United Way Worldwide “Top 24” rating, (out of 700 United Ways), based on business performance, demonstrating Resources/Capacity/Influence to drive long-term change in Education, Income and Health.

HFUW annually manages approximately $24 million dollars in total resources, including support raised during the annual campaign that helps fund nearly 100 local health and human service programs. In addition to the 2-1-1 Contact Center, HFUW operates/manages the United Way Volunteer Resource Center; the Gifts in Kind Center; the Ryan White Part B/General Revenue Program (administering nearly $2 million to much needed HIV/AIDS services and referrals); and the Stewardship Program that works with local agencies to provide emergency services resources including rent and utility assistance. Last year, HFUW made a measurable difference in the lives of 347,594 individuals through community programs and HFUW 2-1-1 services.

HFUW 2-1-1 has provided 24/7 information and referral services since 2003 and for approximately 10 years prior, has been a First Call for Help during daytime hours. Since 2008 HFUW 2-1-1 maintained accreditation by the Alliance for Information and Referral Systems and in 2010, HFUW 2-1-1 began responding to the local Crisis Hotline and National Suicide Prevention Line. In the same year accreditation from the American Association of Suicidology was granted. Also in 2010, HFUW 2-1-1 was selected by the United Way of Marion County and the United Way of North Central Florida to provide their 2-1-1 service. In this same year, HFUW 2-1-1 was recognized by HUD as a best practice for its role in pre-screening clients for the Homeless Prevention and Rapid Rehousing Program.

After this demonstrated success in expanding both services offered and service area covered, HFUW 2-1-1 recognized the need for a real time electronic response to clients thus 24/7 chat access was added in 2011 followed by 24/7 real time text response in 2012. In 2012, United Way of Lake and Sumter Counties, United Way of Citrus County and United Way of Pasco County all contracted with HFUW 2-1-1 to provide services on their behalf. This brought the total number of Florida counties served to fifteen. Throughout this expansion HFUW 2-1-1 has met or exceeded all national standards and maintained a 97% or higher customer satisfaction rating.

HFUW 2-1-1 is currently staffed by social work interns, community volunteers, 40 part-time and 7 degreed full-time staff. We also have 2 full-time Certified Resource Specialists who update and maintain our resource database. At least 33% of HFUW 2-1-1 staff is bilingual Spanish and we pay for 24/7 access to a language line service to ensure accessibility for other languages.All staff and volunteers are cross-trained to answer all incoming hotlines allowing us to maximize efficiencies and rapidly staff up during special projects or times of disaster. An added value to this cross training is that every line is answered by a 2-1-1 Specialist who has been trained to follow the Applied Suicide Intervention Skills Training (ASIST) model which is the only SAMSHA best practice for suicide intervention. HFUW 2-1-1 recognizes that clients in crisis or having suicidal thoughts may call any hotline regardless of the marketing of that line.

HFUW 2-1-1 has a history of responding quickly and staffing up rapidly. During the hurricanes of 2007, staffing was more than doubled to respond to the overwhelming need in our local community. Of special note was HFUW’s successful expansion to include the seven counties of United Way of North Central Florida in 2010, which required 2-1-1 to begin responding to their clients within three business days. Furthermore, in 2012, HFUW 2-1-1 responded to 201,906 client contacts primarily via phone but also via text, chat, and email. Considering the past successes, current capacity and the flexibility provided through a large number of part time staff and volunteers, HFUW 2-1-1 anticipates success in the partnership with the Epilepsy Foundation of America (Foundation).

HFUW 2-1-1 maintains the resources for fifteen counties in Florida totaling 3,316 individual agencies, many of which have multiple programs and sites. This database is maintained according to AIRS standards by two full time Certified Resource Specialists. HFUW 2-1-1 is more than prepared to enter and maintain the 250 records of specialized resources currently maintained by the Foundation.

HFUW 2-1-1 has also provided training to partners in the past in several formats. Among these formats that may be beneficial to the Foundation hotline staff are written policies, handouts and flow charts as well as distance learning through live recordable webinars and conference calls. The HFUW 2-1-1 Trainer develops and implementsall training including but not be limited to AIRS best practices for I&R, AIRS taxonomy, National Suicide Prevention Line and AAS best practices and using chat and text to support I&R or crisis clients. HFUW 2-1-1’s expertise would be available to the Foundation throughout the implementation and partnership.

  1. Approach

HFUW 2-1-1 approaches each new partner as a unique experience however, below are some core values we apply to each new relationship:

  1. Frequent and Transparent Communication – Open and frequent communication about successes and challenges are key to the success of any partnership. The included timeline outlines the planned conference calls however, lead staff are available in the contact center 24/7 via chat, text, email and phone in case of the need for an immediate response.
  2. Flexibility – While pre-planning is essential, new partnerships always bring unforeseen challenges and developing needs. HFUW 2-1-1 believes regular assessment and change are a key component of meeting and exceeding expectations of partners.
  3. Continuous Quality Improvement - All levels of staff and volunteers are required to provide both positive and negative feedback on the functioning of a new partnership. Feedback and possible improvements are discussed with the partner.
  4. Training – Both HFUW 2-1-1 staff and partner staff are expected to need initial training and ongoing support from lead staff. In a long distance partnership, training can be provided via live recordable webinars as well as in static written formats.
  5. Client Focus – Pre-planning and implementation with a focus on the positive experience of the end user as well as the partner has proven essential in HFUW 2-1-1’s past partnerships.
  6. Data Reporting – HFUW 2-1-1 believes in providing required data by due dates but also in providing specialized or unforeseen reports as requested within two to five business days.

Inquirer Response

  • HFUW 2-1-1’s automatic call distribution (ACD) will allow for a seamless transfer of client calls to HFUW 2-1-1 after hours. The ACD also allows the Foundation to transfer Spanish calls directly to HFUW 2-1-1 at all hours. These lines will be prioritized so wait times are commiserate with call volume.
  • HFUW 2-1-1 currently uses Propio Language Services to provide 24/7 three way phone translation. Due to the current low volume of calls needing translation services to the Foundation, HFUW 2-1-1 would share our billing code for Propio with the Foundation to use on their non-Spanish/ non-English speaking calls during normal business hours included in this partnership. This would allow the foundation access to translation services without having to develop a second contract.
  • HFUW 2-1-1 currently records inquirer information into our current contact software, RTM Designs’Refer Net. Our software allows us to make data fields mandatory for certain contact types and is customizable in the types of data we collect. Inquirer records can be exported via reports into Microsoft Excel, Microsoft Access or CSV formats and provided to the Foundation and its affiliates.
  • HFUW 2-1-1 was recognized as a top 10% of ALL 2-1-1 centers in the country, receiving the highest score possible in a blind call sampling of ten key points conducted by AIRS members. HFUW 2-1-1 has consistently scored a 97% or higher customer satisfaction rating upon follow up with its clients since 2007. Accreditation from AIRS has been successfully maintained since 2008 and this year HFUW 2-1-1 was re-accredited by AAS for five years, the longest accreditation period possible. HFUW 2-1-1 meets or exceeds all national standards and metrics for contact center metrics and customer service.
  • The current database system used by HFUW 2-1-1, RTM Designs’ Refer Net, allows for the creation of custom follow up surveys for different contact types.
  • HFUW 2-1-1 has the ability to select certain staff to be recorded during their shift. Due to the cost and storage issues involved, not all calls are currently recorded.

Resource Management:

  • HFUW 2-1-1 currently employs two full time Certified Resource Specialists. The primary certified resource staff who will support this project will be Sasha Reinoso, Manager of Information Resources
  • The HFUW 2-1-1 Manager of Information Resources will manage and supervise the initial indexing and entering of resources. It is anticipated that the top 100 resources will be indexed and entered by 7/26/13 and the full 250 resources will be indexed and entered by 8/23/13. According to AIRS standards, all resources must be formally updated at least annually. This will be staggered throughout the second year of service and will be managed by HFUW 2-1-1’s Manager of Information Resources.
  • Resources will be available on-line as a subset of HFUW 2-1-1’s database. To view HFUW 2-1-1’s currently on-line database please go to:

Information Systems:

If the Foundation chooses to partner with HFUW 2-1-1, it is recommended to keep costs low, that the Foundation opt to share our current database system. This would mean that the Foundation staff would each have a login to the HFUW 2-1-1 system. Contacts would be segregated manually by the I&R specialist who would select the Foundation as the contact type for each logged call. HFUW 2-1-1 staff would be responsible for maintaining all aspects of the system and the data in the resource module. The Foundation’s on-line database would be segregated by the addition of an “Epilepsy Resources” category to the existing system. HFUW 2-1-1 would train the Foundation’s I&R specialists to use this all aspects of the Refer Net system. By sharing the already existing system, the Foundation would receive a 100% AIRS compliant system. HFUW 2-1-1 would be responsible for maintaining a subscription to the software, updating logins and maintaining the subscription to the AIRS/LA 211 Taxonomy.

The Refer system meets all the requirements requested including:

  • Indexing by AIRS/LA 2-1-1 Taxonomy
  • AIRS standards compliant
  • Searchable by zip code and taxonomy
  • Demographics and other fields are customizable
  • All resource and client data is exportable in CSV format. Data can also be exported directly into Access or Excel if requested.
  • Texting and emailing directly from the system is already a part of its functionality

Reporting

  • Specialized demographics, follow up and release of information to the affiliate can be added to the existing HFUW 2-1-1 Refer system.
  • Clients requesting follow up from an affiliate and other reports needed by affiliates can be run weekly or on any timeline requested by the Foundation
  • Reports can be exported and emailed in CSV format, Excel or as PDF’s

General

  • Lead HFUW 2-1-1 staff will respond to work flow and protocol issues within 2 business days of any request from the Foundation staff. Lead HFUW 2-1-1 staff will be available to respond to emergency issues 24/7.
  • HFUW 2-1-1’s staff is at least 33% bilingual Spanish. All HFUW staff have access to a 24/7 language line to ensure access to other languages.
  • HFUW 2-1-1 has an AIRS and AAS compliant confidentiality policy.
  • HFUW 2-1-1 is AIRS and AAS accredited
  • HFUW 2-1-1 has a continuous quality improvement process that requires updates to policies and procedures based on staff, client and partner feedback and best practices and research conducted in suicide prevention and information and referral provision.
  • All HFUW 2-1-1 staff are trained in crisis de-escalation and the use of the Applied Suicide Intervention Skills Training (ASIST) model. The ASIST model is the only suicide intervention model designated as a best practices by the Substance Abuse and Mental Health Services Administration (SAMSHA).
  • 90% of eligible HFUW 2-1-1 staff are AIRS-Certified. Both full time Resource Specialists are AIRS-Certified resource specialists.
  • All HFUW 2-1-1 staff is required to complete at least 6 hours of in-service every year including but not limited to AIRS best practices, AAS best practices and commonly requested resources.
  • HFUW 2-1-1 has maintained AIRS accreditation since 2008 and AAS accreditation since 2010.

Information System & Vendor

HFUW 2-1-1 maintains a contract with RTM Designs for access to the Refer Net software. This software provides HFUW 2-1-1 with access to a customizable and intuitive contact module for entering client data and saving referrals by taxonomy; an AIRS compliant resource module with a geo-system supported by zip code search and integrated with AIRS LA 2-1-1 Taxonomy and a reporting module that allows data to be exported in CSV format or directly into MS Excel or MS Access. Refer also allows the entire client database or resource database to be exported as a CSVformat or directly into MS Excel or MS Access. The software also allows for the system to directly email or text a resource to a client 24/7.

Added Value Service

Outside of meeting all the requirements of the RFP, HFUW 2-1-1 is also willing to provide training to the Foundation staff on providing I&R services via chat and/or text. HFUW 2-1-1 has been providing chat services since 2011 and text since 2012. This year, HFUW 2-1-1 was invited to present at the 2013 AIRS Conference on the use of chat and text in I&R centers. HFUW 2-1-1 is also willing to share all policies and procedures that have been developed around the use of this new technology.

HFUW 2-1-1 is also willing to include in this contract, for no added cost, after hours response to all Foundation chats, texts or emails. HFUW 2-1-1 assumes that these services would all be web based and a login would be provided to allow for remote response.

Due to the low number of Non-English / Non-Spanish speaking clients contacting the Foundation, HFUW 2-1-1 will also allow Foundation staff to use our language line billing number. This eliminates the need for the Foundation to maintain a contract with a language line provider.

  1. Work Plan & Project Timeline

Upon award of the contract, HFUW 2-1-1 will provide the Foundation a specific number to forward their current service to at close of the Foundation’s business every day. This forwarding can be accomplished through a few different options. The Foundation can forward the number via their hand held telephone, through their ACD software or directly through their telephone company. HFUW 2-1-1 will work with the Foundation to determine which option best fits their current needs and technology.

Below is a timeline outlining the process that will be followed to accomplish all the required goals. Eleven conference calls are identified and scheduled in this timeline. Additional contacts via emails or non-scheduled calls are anticipated. HFUW 2-1-1 staff will be available 24/7 to address client issues and within one business day to address issues that need immediate attention by leadership.

Topic / Completion Dates / Staff Responsible
PHASE I / 6/17 - 7/26
Electronically share all 2-1-1 and Foundation policies / 6/17 / 2-1-1 Director & Foundation Staff
1st conference call - phone transfers, staff training dates & content and policy and procedure updates / 6/18 / 2-1-1 Director and Trainer & Foundation Staff
Update / add policies and procedures to the HFUW 2-1-1 manual to provide staff with direction on responding to Foundation contacts / 6/18 - 7/10 / H2-1-1 Director & Foundation Staff
Email current HFUW 2-1-1 training syllabus and materials for review by Foundation staff / 6/19 / 2-1-1 Trainer
Email current Foundation training materials for review by2-1-1 staff / 6/19 / Foundation staff
Email the Foundation's current resource database to 2-1-1 / 6/21 / Foundation Staff
2nd conference call - identify top 100 resources to be entered / 6/25 / 2-1-1 Director and Manager of Information Resources & Foundation Staff
Top 100 resources indexed and entered into 2-1-1 database / 6/25-7/26 / 2-1-1 Manager of Information Resources
Foundation will email names of all staff who will need to login to Refer. HFUW 2-1-1 will create all necessary logins to Refer for Foundation staff / 7/2 / 2-1-1 Director & Foundation Staff
3rd conference call - identify data collection items required and reporting needs. This will be written into 2-1-1 policies and procedures. / 7/2 / H2-1-1 Director & Foundation Staff
Update the contact module to ensure correct fields for data collection are present / 7/2 - 7/9 / 2-1-1 Director
4th conference call - discuss how 2-1-1 will respond to afterhours Foundation email, text and chats, how Foundation information specialists and 2-1-1 will communicate regarding client needs, confirm training dates and confirm other items are on track. / 7/9 / 2-1-1 Director and Trainer & Foundation Staff
Train HFUW staff on Epilepsy specific resources, procedures and data collection needs of the Foundation / 7/10 - 7/26 / 2-1-1 Trainer and Director & Foundation Staff
Train Foundation staff on AIRS best practice. It is anticipated that training will be a series of live webinars. / 7/10-7/26 / 2-1-1 Trainer & Foundation Staff
Fifth conference call - confirm all items are on track. / 7/16 / 2-1-1 Director & Foundation Staff
Test phone lines & transfers / 7/23 / Director of IT and 2-1-1 Director & Foundation Staff
PHASE II / 7/29 - 8/25
HFUW 2-1-1 begins responding to all Spanish and afterhours Foundation contacts / 7/29 / 2-1-1 Staff
Foundation staff begin using Refer to enter client calls / 7/29 / Foundation staff
6th conference call -confirm functionality of both sides of the operation and troubleshoot any challenges. / 7/29 / 2-1-1 Director & Foundation Staff
All 250 Foundation resources indexed and entered into the database / 7/29 - 8/23 / 2-1-1 Manager of Information Resources
2-1-1 will run and email the first of the weekly Affiliate Clients In Need of Follow Up reports. / 8/5/2013 - ongoing / 2-1-1 Staff
7th conference call - review affiliate reports / 8/6 / 2-1-1 Director & Foundation Staff
8th conference call - ensure that all items are still on track, review data collected, discuss changes needed / 8/15 / 2-1-1 Director & Foundation Staff
PHASE III / 8/26 - ongoing
Train Foundation staff on report module and confirm the monthly reports that will be provided by HFUW 2-1-1. This could be a conference call or webinar. / 8/29 / 2-1-1 Director & Foundation Staff
Provide required monthly report(s) by the 10th business day of the month / 9/13 - ongoing / 2-1-1 Staff
9th conference call - reports, data collection, service provision / 9/17 / 2-1-1 Director & Foundation Staff
Maintain current Foundation resources and continue to add new resources identified by Foundation staff. / ongoing / Manager of Information Resources
10th conference call - plan for the Foundation to become AIRS accredited. It is anticipated that monthly conference calls may be needed and It is projected that a completed AIRS Accreditation Application will be ready by 6/17/14 / 9/24/2013 - 6/17/14 / Staff & Foundation Staff
11th conference call - plan for on-going reciprocal training / 10/16 / Staff & Foundation Staff
  1. Staffing

2-1-1 Director: Caree Jewell, LMHC. Caree Jewell has a history of more than 18 years working with clients in need of services in both hotline and face-to-face settings. She has been the director of HFUW 2-1-1 for nearly 4 years. During that time she has overseen the contact center’s accreditation with AAS and the expansion of its service area from 3 counties to 15. She will provide oversight and direction to the program, participate in program evaluation, and provide reports to the Foundation.