1. Need transparent North Carolina Serves logo for top
Transforming Service Delivery for Veterans, Transitioning Service Members, and Their Families
The North Carolina Association of Coordinators of Veterans Affairs (NCACVA)
March 30th, 2017

2. March 2, WAServes Launches with 50 Partners
A Successful Launch…
March 2, WAServes Launches with 50 Partners

3. 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]:
Jan 31-Feb 28 (30 days)
March 1-March 31 (30 days)
May 1-June 30 (90 days)
July 1-Aug 31 (60 days)
Open
(45 days)
Review
(2 wk)
CC Set-up
(30 days)
Socialize
Validate
Demonstrate
Prepare/Participate
Train 1 2 3 4 5
Plan & Obtain Buy-In
Confirm Approach
Design Model and Finalize Strategy
Prepare for Implementation
Train & Track Progress
Strategy Session 0: Identify and meet with local leaders; obtain buy-in
Identify and meet with local leaders; obtain buy-in
Develop 90-Day strategy session plan
Strategy Session 1:
Validate the problem and approach
Explore collective impact, setting conditions, and service coverage area
Establish core working group for strategy sessions
Disseminate draft RFP
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
Finalize participating services providers for the region (virtually and in-person)
Disseminate form for provider registration
Strategy Session 3:
Demo provider registration process
Finalize coverage and providers
Complete provider registration in person
Coordination Center Vendor Solicitation Webinar
Competitively select Coordination Center
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
Technology webinars and training
Network webinars and training
Onboard/Train >30 providers across 15 service domains
Go-Live on Model!
Open RFP
Go-Live

4. We engage the community: “The Problem….”
Challenges Faced by Veterans, Service Members, and Military Families
Challenges Faced by Health and Human Service Providers
In a survey of >8,500 veterans, service members, and dependents, 60% identified navigating benefits as the most significant challenge to transition
Navigation
It becomes cumbersome to submit and repeat the same information across multiple intake forms and applications
Intake
Service providers are not equipped to meet client needs outside their mission and area of expertise
Scope Creep
Referrals to other providers are made without any visibility into their eligibility requirements, capacity, or how the referral progresses
Ambiguity
It is difficult to identify which providers are able to meet unique needs, eligibility restrictions, and preferences
Eligibility
AmericaServes data demonstrates that 35% of clients entering the network have more than one service need
Co-Occurrence
No visibility into a client’s information, history of service requests, resulting in redundant intake and request for information
Duplication
Lack of appropriate data collection and measurement prevents providers from ensuring quality and remaining accountable to those they serve
Unaccountable

5. 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

6. Along the way we build support and dispel myths…
The nation’s first, scalable Collective Impact initiative serving military-connected members
Innovative
AmericaServes Is…
Meeting communities where they are, AmericaServes is tailored to the needs of local providers and the clients they serve
Flexible
A Continuum of Interconnected Networks of comprehensive services, resources and care
Interconnected
AmericaServes Is Not….
AmericaServes welcomes veterans of all eras, eligibility, and discharge status
Exclusive
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
A Replacement…
The AmericaServes platform rides above existing internal systems and is tailored to only capture enough information to make a smart referral
Cumbersome

7. Referral Delivered to Coordination Center
We Demonstrate:
"Our Innovative Solution…”
Client/Patient
Walks/Calls Into Network Provider
Self-Refers/Searches via Web or portal
Sends Referral to
Coordination Center
Referral Delivered to Coordination Center
For Intake
Coordination Center
Sends Referral to
Qualified Provider
Sends Referral to New Qualified Provider

8. We Demonstrate:
Focus on Performance
SINCE AUGUST 2016
SERVED
560
SINCE JANUARY 2015
SERVED
2,281
SINCE AUGUST 2015
SERVED
1,843
SINCE OCTOBER 2016
SERVED
164
SINCE OCTOBER 2015
SERVED
1,454
SINCE NOVEMBER 2016
SERVED
182
SINCE JUNE 2016
SERVED
430
SINCE FEBRUARY 2016
SERVED 15

9. 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 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

10. AmericaServes: CONNECTED COLLEGES IN NORTH CAROLINA
Charlotte.americaserves.org
NCSERVES.ORG
(855) 10

11. AmericaServes: CONNECTED COLLEGES IN NORTH CAROLINA
Raleigh.americaserves.org
NCSERVES.ORG
(866)
Raleigh Durham, Fayetteville, who is missing? 10

12. AmericaServes: CONNECTED COLLEGES IN NORTH CAROLINA
Coastal.americaserves.org
NCSERVES.ORG
(844)
Wilmington, Jacksonville, Goldsboro, who is missing? 10

13. March 2, WAServes Launches with 5 Colleges
Meanwhile on the other coast…
March 2, WAServes Launches with 5 Colleges

14. Questions?
Ilario Pantano