Transforming Service Delivery for Veterans, Transitioning
Service Members, and Their Families
The North Carolina Association of Coordinators of Veterans Affairs (NCACVA)
March 30th, 2017
1
A Successful Launch…
March 2, WAServes Launches with 50 Partners
2
Begins with Planning: A Phased
Approach…(Sample NCServes)
The team will integrate a ~7 month phased approach and localized strategy for establishing [NCServes
in Western Piedmont]:
May 1-June 30 (90 days)
Jan 31-Feb 28 (30 days)
1
Socialize
Plan & Obtain
Buy-In
 Strategy
Session 0:
Identify and
meet with
local leaders;
obtain buy-in
 Identify and
meet with
local leaders;
obtain buy-in
 Develop 90Day strategy
session plan
2
Validate
Confirm Approach
March 1-March 31 (30 days)
3
Open
(45 days)
Demonstrate
4
Design Model and Finalize Strategy
Review
(2 wk)
CC Set-up
(30 days)
Prepare/Participate
Prepare for Implementation
 Strategy Session 1:
- Validate the
problem and
approach
- Explore collective
impact, setting
conditions, and
service coverage
area
- Establish core
working group for
strategy sessions
 Strategy Session 2:
- Technology demo
- Network functions and service
domains/providers

-
 Finalize the strategy and outline
commitment and responsibilities for a
transformed service delivery space
 Coordination Center Vendor Solicitation
Webinar
 Disseminate draft
RFP
 Disseminate form for provider
registration
Strategy Session 3:
Demo provider registration process
Finalize coverage and providers
Complete provider registration in person
 Competitively select Coordination Center
 Finalize participating services
providers for the region (virtually and
in-person)
 Prepare to go-live on model
Coordination Center Set-up
 Announce selected Coordination Center
 Train and prepare Coordination Center on
procedural guides / responsibilities
 Implement practices outlined in the strategy
July 1-Aug 31
(60 days)
5
Train
Train & Track
Progress
 Technology
webinars and
training
 Network
webinars and
training
 Onboard/Train
>30 providers
across 15
service domains
 Go-Live on
Model!
3
We engage the community:
“The Problem….”
Challenges Faced by Health
and Human Service Providers
Challenges Faced by Veterans,
Service Members, and Military
Families
Navigation
In a survey of >8,500
veterans, service members,
and dependents, 60%
identified navigating benefits
as the most significant
challenge to transition
Eligibility
It is difficult to identify
which providers are able to
meet unique needs,
eligibility restrictions, and
preferences
Intake
It becomes cumbersome to
submit and repeat the same
information across multiple
intake forms and
applications
Co-Occurrence
AmericaServes data
demonstrates that 35% of
clients entering the network
have more than one service
need
Scope Creep
Service providers are not
equipped to meet client
needs outside their mission
and area of expertise
Duplication
No visibility into a client’s
information, history of
service requests, resulting in
redundant intake and
request for information
Ambiguity
Referrals to other providers
are made without any
visibility into their eligibility
requirements, capacity, or
how the referral progresses
Unaccountable
Lack of appropriate data
collection and measurement
prevents providers from
ensuring quality and
remaining accountable to
those they serve
4
We engage the community:
“The AmericaServes Solution…”
Quickly navigate veterans, service members, and military
families to the right services, resources, and care
AmericaServes provides a series of place-based efforts focusing on
coordination of service and care delivery across 15 service domains
Using technology and a person-powered backbone of support,
AmericaServes streamlines referrals between participating
providers
Identifies appropriate services for clients from providers that can
actually meet those needs
Ensures a positive connection between the client and providers and
confirms that the clients’ needs are addressed
5
Along the way we build support and
dispel myths…
AmericaServes Is…
AmericaServes Is Not….
Innovative
Exclusive
Flexible
A Replacement…
The nation’s first, scalable Collective Impact initiative serving
military-connected members
Meeting communities where they are, AmericaServes is tailored
to the needs of local providers and the clients they serve
Interconnected
A Continuum of Interconnected Networks of comprehensive
services, resources and care
AmericaServes welcomes veterans of all eras, eligibility, and
discharge status
AmericaServes encourages providers to focus on what they do
best - only when the provider is unable to serve all the needs of
the client should they refer them
Cumbersome
The AmericaServes platform rides above existing internal systems
and is tailored to only capture enough information to make a
smart referral
6
We Demonstrate:
"Our Innovative Solution…”
Client/Patient
Walks/Calls Into Network Provider
Self-Refers/Searches via Web or portal
Sends Referral to
Coordination Center
Coordination Center
Sends Referral to
Qualified Provider
Referral
Delivered to
Coordination
Center
For Intake
Sends Referral to New Qualified Provider
7
We Demonstrate:
Focus on Performance
SINCE AUGUST 2016
SINCE JANUARY 2015
SERVED
2,281
SINCE AUGUST 2015
SERVED
1,843
SERVED
560
SINCE OCTOBER 2016
SERVED
164
SINCE OCTOBER 2015
SERVED
1,454
SINCE JUNE 2016
SERVED
430
SINCE NOVEMBER 2016
SERVED
182
SINCE FEBRUARY 2016
SERVED
15
8
AmericaServes:
A Growing Movement in Communities
AmericaServes was seeded by a planning investment from Robin Hood Foundation to coordinate services
in NYC’s 5 boroughs. In under 2 years, AmericaServes went live in 3 markets with funding to expand into an
additional 6 markets before the end of 2016. Through the leading investment of nationally recognized
investors, IVMF is able to introduce this innovative concept to local communities.
Oct ’13 –
Mar ’16
Apr-Jun
’16
Jul-Sep
’16
Oct-Dec
’16
Jan-Mar
’17
Apr-Jun
’17
Jul-Sep
’17
Oct-Dec
’17
January
’18
NYServes- New York City (live)
NCServes – Metrolina (live)
PAServes – Greater Pittsburgh (live)
NCServes - Raleigh/Durham (live)
SCServes - Low Country (live)
NYServes Upstate (live)
NCServes – Coastal (live)
Mission United South Hampton Roads (live)
WAServes – Greater Puget Sound (live 2 Mar)
NCServes – Western (live May)
TXServes- San Antonio (live Jun)
10
9
AmericaServes:
CONNECTED COLLEGES IN NORTH CAROLINA
Charlotte.americaserves.org
NCSERVES.ORG
(855)425-8838
10
10
AmericaServes:
CONNECTED COLLEGES IN NORTH CAROLINA
Raleigh.americaserves.org
NCSERVES.ORG
(866)249-6656
Raleigh Durham, Fayetteville, who is missing?
10
11
AmericaServes:
CONNECTED COLLEGES IN NORTH CAROLINA
Coastal.americaserves.org
NCSERVES.ORG
(844)435-1838
Wilmington, Jacksonville, Goldsboro, who is missing?
10
12
Meanwhile on the other coast…
March 2, WAServes Launches with 5 Colleges
13
Questions?
Ilario Pantano
[email protected]
910.616.9961
14