1. AmericaServes
An Overview for Leaders
FALL 2016

2. 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

3. 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 )

4. 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

5. Insights Into the Community

6. 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

7. 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

8. 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

9. 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

10. 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

11. Value Proposition

12. 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

13. 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

14. 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’

15. Projected Expansion & Next Steps

16. 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 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

17. 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

18. For more information, contact Ilario Pantano Institute for Veterans and Military Families at Syracuse University Phone: