AmericaServes An Overview for Leaders FALL 2016

WHAT IS IT? The Nation’s First, Scalable Collective Impact Initiative Serving Military-Connected Members A Series of Place-Based Efforts Focusing on Coordination of Service Delivery Across all Domains A Continuum of Interconnected Networks of Comprehensive Services, Resources and Care

HISTORICAL OVERVIEW 09/13 01/14 05/14 9/14 1/15 5/15 9/15 1/16 5/16 9/16 NYCServes/Planning Grant Strategy Development & Implementation Go-Live (Through 6/2016) Sustainability Planning NCServes – Metrolina/Planning Grant Strategy Developmet & Implementation Go-Live (Through July ‘17) PAServes – Greater Pittsburgh/Planning Grant Strategy Development & Implementation Go-Live (Through Sept. ’17) Started with a planning investment from Robin Hood Foundation to coordinate services in NYC’s 5 boroughs In under 2 years, and by Fall 2016, AmericaServes will be live in 8 communities with funding to expand into an additional 3 markets before the end of 2016 NCServes – Raleigh/Durham/Planning Grant Strategy Dev & Implementation Go-Live (through May ‘18) SCServes – Lowcountry/Planning Grant By identifying efficiencies and streamlining strategy and implementation, AmericaServes markets are able to scale more quickly and effectively Strategy Dev & Implementation Go-Live (through Aug.‘18 ) NCServes – Coastal /Planning Grant Through the leading investment of nationally recognized investors, IVMF is able to introduce this innovative concept to local philanthropy Strategy Dev & Implementation Go-Live (through Oct ‘18) Committed to sharing knowledge and experience, IVMF sponsored a tour to 8 communities around the US to discuss collective impact, socialize AmericaServes and better understand community challenges NYServes – Upstate NY/ Planning Grant Strategy Dev & Implementation Go-Live (through Aug.‘18 )

HOW IT WORKS Veteran/Military Family Walks Into Network Provider Self-Refers via Web or Phone Sends Referral to Coordination Center Coordination Center Sends Referral to Network Provider Referral Delivered to Coordination Center For Intake Coordination Center Sends Referral to Network Provider

Insights Into the Community

WHAT IS COLLECTED Veterans, Service Members, and Family Demographics Client Needs, Client Health, and Client Outcomes Provider Insights, Community Health, Key Performance Indicators, and Capacity

NCSERVES – METROLINA NETWORK OVERVIEW Unique Members Unique Service Requests 1224 Total 2481 Total In Q4,Provider Referrals increased by A increase from 39% provider referrals in Q3 to 47% in Q4 indicates an increase in provider engagement 8% Gender On average, unique service members, veterans, and military family members enter into the network each month. NCServes – Metrolina reach remains consistent month over month 102 71% 5% 24% Female Male Undisclosed Females make up 24% of the individuals served through NCServes- Metrolina. This is more than double the 10% of female veterans that represent the counties served by NCServes- Metrolina

NCSERVES – METROLINA CLIENT PROFILE of Network members are under 45 years of age 40% Age Branch of Service Counties Served Service Status Service Era There has been a steady increase in veterans served in “other” counties besides those specified above. This indicates growing demand for NCServes’ services in parts of the state not defined in the Metrolina service region The next version of Unite US’ software will enable providers to more easily capture service era to include peace-time era conflicts and align with VA periods of service

NCSERVES – METROLINA CLIENT OUTCOMES Requests by Category of Service Outcomes Over the past year, the demand for Legal services has increased over 120% and the demand for Meeting Vets has increased over 350% 1773 closed Neutral Average Closure Times (in days) Time to Achieve Outcomes (in days) Time to Generate a Referral 5.8 Time to Confirm a Referral Match 4.4 Time to Referral Closure 50.7 On average, time to referral closure has increased significantly across all categories of service from quarter to quarter. Q4 marks the first time there has been an average decreases in referral generation, match and closure time. This shift could indicate that service providers are beginning to better coordinate the high throughput and case complexity Fastest Meeting Vets 31.6 Financial Assistance 35.0 Legal 35.6 Slowest Sports & Fitness 90.6 Employment 74.3 Healthcare 53.1

NCSERVES – METROLINA PROVIDER SPOTLIGHT 47 Participating Organizations 148 Practitioners Top Referrers into the Network Top Receivers of Referrals Network Providers Cardinal Innovations, CBH, and Goodwill Industries of the Southern Piedmont increased utilization in Q4 Network Providers Hire Heroes USA, Legal Services of Southern Piedmont NCWorks, and Family Endeavors also received > 10 referrals in Q4

Value Proposition

The sum is greater than its parts VALUE PROPOSITION COMMUNITIES The sum is greater than its parts TARGETED OUTREACH COORDINATED CASE MANAGEMENT PROVIDES ACCURATE AND EFFICIENT SUPPORT EXPERIENCE  INDIVIDUALS TRUST AND CONFIDENCE COMMON MEASUREMENT BRAND VALUE ENHANCEMENT ORGANIZATIONS STRATEGY CAPACITY BUILDING SHARED TECHNOLOGY PLATFORM QUARTERLY IN- PROGRESS REVIEWS

VALUE TO VETERANS AND THEIR FAMILIES Simplifies Service Navigation Between ‘Demand & Supply’ Coordinates Accurate Solutions Considers Provider Preference and Location Monitors to Verify Spectrum of Services and Care are Addressed Provides Real Time Feedback Throughout Service Navigation Process

VALUE TO PROVIDERS Easier to Make Accountable and Transparent Referrals Empowers Each Organization to Focus on What they do Best Develops Trust and Greater Confidence With Providers Enhanced Individual Brand & Market ‘Position’

Projected Expansion & Next Steps

AMERICASERVES EXPANSION 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 - Lowcountry (live 1 Aug) NYServes Upstate (live 3 October) NCServes – Coastal (live 10 Nov) Mission United South Hampton Roads (live 11 Nov) WAServes - Pacific Northwest NCServes – Western Piedmont TXServes- San Antonio 10 *Timeline connotes once market is live and does not include strategy development

PHASED STEPS Phase I: Strategic Planning (Month 0-4) Phase 2:   Phase I: Strategic Planning (Month 0-4) Phase 2: Prepare for Implementation (Month 5-7) Phase 3: Go-Live and Steady State (Month 8-32; 2yrs) Phase I: Strategy Development Strategy Session 1 -4 (monthly) Periodic tracking discussions Fundraise for implementation Disseminate RFP for Coordination Center Phase II: Prepare for Implementation Select Coordination Center and contract execution Develop provider profiles Stand up Coordination Center Train Providers on care coordination software Phase III: Go-Live and Steady State Go-live on model Quarterly In Progress Reviews Community of Practice Ongoing M&E

For more information, contact Ilario Pantano Institute for Veterans and Military Families at Syracuse University Phone: 910.616.9961 Email: igpantan@syr.edu