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Institute for Veterans and Military Families at Syracuse University Releases Request for Proposals (RFP) to Manage North Carolina Coordinated Veteran Family Services Network

February 23, 2015
Source: Institute for Veterans and Military Families at Syracuse University (IVMF)

The Institute for Veterans and Military Families at Syracuse University (IVMF) is excited to announce a Request for Proposals (RFP) for Coordination Center to lead and manage a coordinated network of North Carolina’s Charlotte/Mecklenburg area veteran and military family service providers.

Since fall of 2014, the Institute for Veterans and Military Families at Syracuse University (IVMF) has endeavored to convene, collaborate, and brainstorm with public, private, and nonprofit service providers to develop a community-driven solution that collectively ensures that veterans get the resources they need to sustain a healthy and economically-viable quality of life. The goal of this collaboration is to help ease transition, stabilization, and access to benefits and services to which veterans and their families are entitled. The combined efforts of public, independent, and private service providers will coordinate the Charlotte/Mecklenburg premier social services agencies to provide more accessible and easier-to-navigate services to help veterans and their families throughout North Carolina.

This effort intends to make a meaningful difference in the quality of care, services, and resources for veteran family consumers through the design of an improved system that coordinates these services from the public, private, and independent sectors. IVMF is committed to facilitating successful reintegration of veterans and their families into their local communities through such efforts to integrate managed care, knowledge, and expertise to improve service offerings and delivery to veterans and their families. In addition, the NCServes model will gather key stakeholders across multiple sectors to amplify, embed and sustain collective impact strategies and efforts to serve the employment and supportive service needs of North Carolina’s veterans and their families. This collective impact model will pilot new ways in which the nonprofit, public and private sectors can work together to better serve our nation’s veterans. The initiative’s goals include improved employment rates for veterans and their families, development of a state-wide support services network and adoption of principles of education, employment, financial literacy and mental health care for veterans in North Carolina.

Through the pilot demonstration of a Charlotte/Mecklenburg NC Veteran and Military Families Coordinated Network, branded as NCServes, we strive to more effectively and efficiently connect public facing and service sector providers, so that together they can develop a better platform to serve veterans and their family members. For example, the collaboration will enable veterans and their families to gain greater access to high-quality mental and physical health services, as well as meeting other needs, such as job training and housing needs. In its most basic form, the collaboration is designed to network together those resources readily accessible in the private sector alongside those offered by the U.S. Department of Veterans Affairs with a high degree of efficiency and efficacy and absent redundancy.

For the purposes of the pilot demonstration, and through coverage mapping, planning, and analysis, IVMF has identified approximately 45 service providers that adequately cover the spectrum best characterized as the leading social determinants of well-being supporting veterans’ and family members’ needs (e.g., employment, housing, legal, mental health) within Charlotte/Mecklenberg for the duration of 24 months. This is an adequate size and timeframe to effectively measure the NCServes network results and maximize its potential. During the pilot phase, NCServes will strive to serve 2,700 unique veterans and veteran families.

In order to achieve the proposed veteran service delivery improvements, IVMF and key veteran stakeholders will select a Coordination Center which will serve as the basis of support required to enhance the provision of quality services for the Charlotte/Mecklenburg, NC veterans and their families. Through its offering and capabilities, the Coordination Center will leverage and exemplify the design principles of an effective coordinated network.

The Coordination Center works in partnership with the city, state, Veterans Affairs (VA), consumers, and providers throughout North Carolina to continuously improve the quality, efficiency, and accountability of piloted veteran programs and services. Utilizing a pre-selected technology platform, Unite US, it administers a managed care, services and resources system, incorporating focused quality improvement services, consumer education, provider managed care coordination, services and resources analysis, technical assistance, data analysis, reporting, on-site provider trainings on operating within a coordinated network, and other activities in support of the NCServes network’s goals.

IVMF is accepting proposals to design, develop, and operate as the Charlotte/Mecklenburg NCServes Network Coordination Center. This will be an open and competitive process; the purpose of this RFP is to provide a fair evaluation for all candidates and to provide respondents with the evaluation criteria against which their proposals will be assessed.


Dates and activities listed below cover the key milestones for selecting and piloting NCServes.

Activity: Date:

RFP Release February 20, 2015

Information Session Webinar March 9, 2015

Final date to submit questions and requests for additional information March 11, 2015

Application Due March 31, 2015

Final award notification May 1, 2015

Contract administration May - June 1, 2015

Contract start date June 1, 2015


The RFP can be accessed on IVMF’s website at and downloaded at

RFP Vendor Solicitation Event

IVMF will host a vendor solicitation event open to any/all interested and eligible applicants. This event intends to answer any questions about the RFP itself. Unite US, a pre-selected technology platform, will be in attendance to answer technology capability and capacity questions.

RFP Vendor Solicitation Event Details

Who IVMF and Vendors interested in responding to the Charlotte/Mecklenburg NCServes Coordination Center RFP

What Coordination Center Vendor Solicitation Question and Answer Session

When Monday, March 9th 11:30-12:30 EST

Where Adobe Web Conference

RSVP RSVP to to obtain webinar details

All questions and requests for additional information regarding this RFP must be communicated via email to Jim McDonough at Generally, questions will be answered on an ongoing basis and in the order in which they are received.

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