Vendor Questions & Answers following RFP

Transcription

1 Question Categories: Questions around Data/IT... Pages 2-5 Questions on Resource Database/Call Center... Pages 6-11 Questions on Community/Provider Network.. Pages Questions on RFP/Contracting... Pages Questions around PHP Integration.. Page 17 Other Questions Pages

2 Questions around Data/IT Vendor Questions & Answers following RFP 1. What are each of the expected interfaces and integrations? To make a shared statewide platform feasible, we expect the IT architecture to be flexible and standards based (HL7, CCD-A, FHIR, EDI 837, etc.) allowing for varied interfaces and integrations across the state. For the resource database functionalities, we expect that vendors will provide strategies on how they would interface with other local, statewide and/or national databases in order to have the most updated resources across North Carolina. Overall, we expect the platform to be able to integrate with EHRs, care management tools, Community Based Organizations (CBOs) technology solutions and client resource management software (e.g. Salesforce) and, when it is available statewide, the state HIE. Because these IT systems are used across healthcare systems, CBOs, health plans, and by consumer populations, we are looking for a platform that provides a flexible standards based architecture to meet the needs of varied users and can accommodate diverse interfaces. 2. What data is expected to be transferred via the interfaces and integrations? The NC Resource Platform should have role based access that assigns users to roles and rights in order to protect all data, as well as meet all state and federal data protection and safety requirements. We expect Personal Identifiable Information (PII), referral and referral outcome data to be transferred via the interfaces at a minimum. We may expect Protected Health Information (PHI) data to be transferred in some cases to appropriate HIPAA-covered entities. 3. What health data is expected to be stored within the platform? The use case for this platform indicates that data could, and likely will, include PII and PHI. As such, appropriate precautions must be taken in accordance with the Privacy and Security Requirements defined within the RFP. 4. Does FHLI prefer to own the IP or have the vendor license the IP? a. Would FHLI rather have an arrangement in which the vendor owns the software (and FHLI pays on an annual basis) or an arrangement in which FHLI owns the software (FHLI pays an upfront cost at the initiation of the project and add on costs as additional enhancements are requested)? We are open to considering a variety of options. 5. How is a user defined? 2

3 We expect many different users of the NC Resource Platform and would expect the vendor to work with FHLI in defining an account management and security structure to support the needs of our user population. Initially, but not limited to, we are envisioning these categories of users: A person with a resource need could call the call center or go online to the website, find an available resource in their community and self-refer. A healthcare provider/ care manager/ social worker/ CBO staff/ DSS employee/ family member/ community member/ etc. could screen or otherwise identify that their patient needs a resource and use the NC Resource Platform to find a resource in the patient s community and refer them. They will also use the NC Resource Platform to follow-up on the outcomes of the referral. CBO staff will be users of the NC Resource Platform to both refer people to other resources and to receive referrals and provide outcomes/ feedback to the referral initiator. They will also be users of the data to track their clients and their data. Payors and providers will be users to review population level data on patients referred. Communities, FHLI and partners will be users of the NC Resource Platform to review the data. 6. How is a provider user defined? In the RFP, a healthcare provider could be anyone on the integrated care team including physicians, nurses, community health workers, care managers, licensed clinical social workers, nurse assistance or medical assistant, referral coordinators, etc. 7. Page 2, Bullets The RFP cites the requirement to interface and integrate with native technology systems. Please provide specific examples and the minimum number that must be supported. We do not have a minimum number of technology systems with which there must be an interface or integration. However, overall, we expect the platform to be able to establish standards based (HL7, CCD- A, FHIR, EDI 837, etc.) integrations with EHRs, care management tools, Community Based Organization s (CBOs) technology solutions and client resource management software (e.g. Salesforce) and, when it is available statewide, the state HIE. Because these IT systems are used across healthcare systems, CBOs, health plans, and populations, we are looking for a platform that provides a flexible, standards based architecture that meet the needs of varied users and can accommodate diverse interfaces. 8. How many system users do you expect at the 3,000 CBOs? We expect that each CBO will have a different number of users depending on their size and scope. Some CBOs will need one system user, others may need as many as 50 because they have a large staff working with clients. 3

4 9. What are the other groups of system users that you anticipate? We expect many different users of the NC Resource Platform. A person with a resource need could call the call center or go online to the website, find an available resource in their community and self-refer. A healthcare provider/ care manager/ social worker/ CBO staff/ DSS employee/ family member/ community member/ etc. could screen or otherwise identify that their patient needs a resource and use the NC Resource Platform to find a resource in the patient s community and refer them. They will also use the NC Resource Platform to follow-up on the outcomes of the referral. CBO staff will be users of the NC Resource Platform to both refer people to other resource and to receive referrals and provide outcomes/ feedback to the referral initiator. They will also be users of the data to track their clients and their data. Payors and providers will be users to review population level data on patients referred Communities, FHLI and partners will be users of the NC Resource Platform to review the data. 10. How many internal users and moderator users do you expect from the State of NC or FHLI? Depending on how this is defined, we expect a small number (< 5) of internal users from FHLI and partners. 11. Please confirm the vendor s ability to merge duplicate client records through the use of SSN or Medicaid ID. We expect that vendors will have the capability to accurately identify and merge duplicate client records. 12. Related to the RFP question Does your product have the ability to push back updated data to other resource directories?, does this require an API or would non-real-time exports suffice? We originally thought of this as an API, but we are open to other strategies if they meet the desired functionality and are standards based. 13. How you imagine the NC Resource Platform will share information with the HIE and other state databases in order to determine potential eligibility for housing supports, food supports, etc.? a. Please explain how you imagine eligibility, once determined, will be conveyed back to PHPs, care managers, and providers for further action. 4

5 We are working with NC DHHS and partners to think about how the NC Resource Platform could connect to the HIE in the future. We are also considering how it could be used to identify potential eligibility for benefit programs (e.g. SNAP, WIC, LIHEAP, etc.). We have asked vendors to provide strategies for how they have done this in other contracts and/or how they may be able to do this in North Carolina. 5

6 Questions on Resource Database/ Call Center Vendor Questions & Answers following RFP 14. Page 3, Bullets The RFP cites the requirement to integrate with statewide and national databases. Please provide specific examples and the minimum number that must be supported. Although ideal, there is not a requirement to integrate with other local and statewide resource databases. However, the vendor must have a proven strategy for keeping the resource database up to date through leveraging existing databases in the state and counties or otherwise. 15. Page 3, Bullets The RFP cites the requirement for a call center. What is the perceived nature and intended purpose of the call center? Has specific staffing and performance/service requirements been established. We included a call center requirement to provide people in need of resources multiple avenues for learning about and connecting with resources in their community. FHLI does not have specific staffing requirements, but suggests vendors look to NC 211 as one model of a call center in the state. If the vendor does not have call center functionality, they may still be considered if they express a plan for identifying and securing a different call center solution. 16. Are you looking for a vendor to staff the call center, or to help set up and train call center agents that would be hired by the Foundation? We are looking for the vendor to provide the solution for the call center, including staff. This could be through contracting with existing call centers or through staffing the call center itself. If the vendor does not have call center functionality, they may still be considered if they express a plan for identifying and securing a different call center solution. 17. If the vendor is to staff the call center can you please provide details on call volume, average answer time, average hold time, and hours of operation to allow for vendor to price. We are looking for a 24/7/365 call center that is available in multiple languages (through either Spanish language call specialists OR professional language interpretation for other languages). FHLI does not have details on call volume and average answer time once this resource is available. However, NC 211, for example, received 129,091 calls reflected 144,755 needs in How many call center users are anticipated? We do not have details on call volume and average answer time once this resource is available. However, NC 211, for example, received 129,091 calls reflected 144,755 needs in

7 19. Does the database have an associated call center for individuals to use in lieu of getting a referral from a provider? Please clarify this requirement. Is the need for the Product to have a call center that is owned by the vendor that supports end user inquiries for referrals? Typically, vendors provide technical support for the product whereas customers manage their own call centers for providing support and referrals for their business needs. As listed in the RFP, the need for a call center as one of the functionalities needed for the NC Resource Platform is to provide people in need of resources multiple avenues for learning about and connecting with resources in their community. We are looking for the vendor to provide the solution for the call center, including staff. This could be through contracting with existing call centers or through staffing the call center itself. If the vendor does not have call center functionality, they may still be considered if they express a plan for identifying and securing a different call center solution. 20. The NC Resource Platform is designed to be used by all insurance types: Medicaid, Medicare, Commercial and underinsured/uninsured populations alike. Given the social safety-net is already stretched thin serving vulnerable populations, please describe: a. How any perceived increase in referral volume will be absorbed by the agencies providing services to the vulnerable populations? We know that the current resource landscape may not be able to meet all the needs, especially with the expected increase in referral volume. However, North Carolina does have a strong network of existing resources and many of the resources available are underutilized. The NC Resource Platform will not only be used to connect people with existing resources, but also to identify where resource gaps exist so additional resources may be targeted to align with those unmet needs. Other strategies are being developed to invest in needed community resources to help close the resource gaps. We do expect that vendors will have the ability to allow CBOs to customize their listing to show eligibility requirements, as well as functionality for CBOs to turn off their listing when needed to show that they are full. b. How the manual, high touch processes within the social safety-net will be augmented with paid professionals? As described in the RFP, the high touch process relating to the community based organizations, would include working with the community based organizations to onboard to the platform, demonstrate the value-add of the platform to the CBO, work on business flow and processes, develop reporting capabilities, etc. The work of individuals in the communities who are working in a manual, high touch process to link people to resources could be augmented and made more efficient by the functionalities of the platform. c. How eligibility determinations as well as selection priorities will be made when the number of individuals with unmet need outstrip the available service offerings? 7

8 We know that the current resource landscape may not be able to meet all the needs, especially with the expected increase in referral volume. However, North Carolina does have a strong network of existing resources and many of the resources available are underutilized. The NC Resource Platform will not only be used to connect people with existing resources, but also to identify where resource gaps exist so additional resources may be targeted to align with those unmet needs. Other strategies are being developed to invest in needed community resources to help close the resource gaps. We do expect that vendors will have the ability to allow CBOs to customize their listing to show eligibility requirements, as well as functionality for CBOs to turn off their listing when needed to show that they are full. d. When gaps between unmet needs and available services are identified, how and to whom will this information be shared? Given this is a public-private partnership the assumption is that both the state and the local communities will have the opportunity to help identify solutions that close the gap. i. Will technology vendors be required to have the ability to do inventory status of resource availability at the referral destination? (Similar to Amazon how many units of X are available.) This will not be a requirement, but we have seen vendors use technology similar to Uber to understand the availability of certain resources that are often in short supply (e.g. shelter beds). We envision data around needs and services will be shared with partners at the community, state, payor, and provider levels to help identify solutions to close the resource gaps. ii. Is there potential to overwhelm an already stressed resource provision infrastructure by using this new technology? We know that the current resource landscape may not be able to meet all the needs, especially with the expected increase in referral volume. However, North Carolina does have a strong network of existing resources and many of the resources available are underutilized. The NC Resource Platform will not only be used to connect people with existing resources, but also to identify where resource gaps exist so additional resources may be targeted to align with those unmet needs. iii. Are resource providers on-board with participating in this referral technology? What burden will this cause on their end? All CBOs and resource providers will have the choice whether or not they onboard to this technology solution. However, we believe strongly that there is a high value add to CBOs as this technology allows them to serve people in their communities, manage their workflow and track their data and add value to the community in a way that most have not be able to do before. Part of the expectation of the vendor 8

9 will be to work in a high touch way with the community based organizations to onboard them to the platform, demonstrate the value-add of the platform to the CBO, work on business flow and processes, develop reporting capabilities, etc. iv. How can the resource provider waive the white flag when they are exhausted of resources so they no longer receive calls? We do expect that vendors will have the ability to allow CBOs to customize their listing to show eligibility requirements, as well as functionality for CBOs to turn off their listing when needed to show that they are full. v. Will end users be encouraged/able to submit real time feedback on service levels? (Similar to Waze users notifying other drivers of an object in the roadway ahead. ) We expect that CBOs will be able to modify their listing in real time, but are unsure of real time feedback on service levels from other users (e.g. people in need of services). We will explore this option but are not requiring it at this time. 21. Please confirm the vendor s ability to create an app would be ideal for individual users for ease of access and use. We are not requiring this functionality at this time, but vendors may refer to their ability to create an app in their proposal. 22. Please confirm the vendor s ability to provide Web chat for both technical support and referral creation. We are not requiring this functionality specifically at this time, but vendors may refer to their ability to provide web chat for technical support and referral creation in their proposal. FHLI is requiring vendors to provide substantial technical and business capability assistance and training to providers and community organizations to implement the platform, and ensure understanding of all features, how the platform integrates with their workflow, and how it adds value for their organization and constituencies. This training must be thorough at initial onboarding, but the vendor must also have a plan to provide ongoing technical assistance to providers, community organizations and other users throughout the life of the contract. 23. Please confirm that the vendor can integrate and share referral resources with other resource databases such as NC-211 and other independently run social resource databases to ensure an accurate and inclusive database. 9

10 We will not require integration with other resource databases but the RFP specifically lists that, ideally, the NC Resource Platform would integrate with other local and statewide resource databases, such as North Carolina 211, and national databases. In addition, the vendor must demonstrate a strategy for keeping the resource database up to date through leveraging existing databases in the state and counties or otherwise. 24. Please confirm what grade literacy level is the platform expected to operate. We recommend the resource directory should have resources listed at a 5 th grade literacy level and translated into the top five languages in North Carolina. Yes, we can confirm that this is a key functionality FHLI is looking for from a vendor building the NC Resource Platform. As listed on page 3 of the RFP, The resource directory should also have resources listed at a 5th grade literacy level and translated in the top five languages in North Carolina. 25. Please confirm the required reporting from the vendor on referral outcomes will be monthly in the first year and quarterly thereafter. Yes, we can confirm that this is a key functionality FHLI is looking for from a vendor building the NC Resource Platform. As listed on page 4 in the RFP, the vendor must report on referral outcomes and their progress in meeting implementation goals. These reports will be monthly in the first two years and quarterly thereafter. This data will be used to understand the needed resources in the community, the outcomes of the people using it, the barriers to care, and other information necessary to improving the health, safety and well-being of the people we serve. 26. On page 3, paragraph 2 a requirement for a user-friendly website and call center is outlined. Regarding the website: a. which users would be accessing the website and for what purpose? b. is the intent to have a website open to the public allowing individuals with resource needs to search for services on their own or do you have a different use case in mind? We included a website and call center requirement to provide people in need of resources multiple avenues for learning about and connecting with resources in their community. Yes, the intent of the website open to the public is to allow individuals with resource needs to search for services on their own and initiate a self-referral. 27. Regarding the call center: a. what is the function and purpose of the call center? b. Is the use case for the call center to maintain the accuracy of the resource data base, to interact with individuals with resource needs or some other purpose? We included a website and call center requirement to provide people in need of resources multiple avenues for learning about and connecting with resources in their community. While the call center may 10

11 be used to maintain the accuracy of the resource database, this is not the use case we had in mind. Rather, the call center would more likely be used by individuals with resource needs to call in for assistance from trained staff to find resources and/or services in their community and be able to initiate a self-referral. Yes. 28. To confirm, the top five languages in North Carolina are: English, Spanish, German, Chinese, & Vietnamese. Are these the requested languages for translation in the directory? 11

12 Questions on Community/Provider Network Vendor Questions & Answers following RFP 29. Page 2, Bullets The RFP cites the need for a phased rollout. Does FHLI have a preference to how the rollout should be structured geographically, technically, or otherwise? Original internal thinking considered phased rollout geographically, but we would appreciate discussing the best practices by vendors who have done this work at a large scale before. 30. Page 4, Bullets The RFP establishes a goal to on-board 1,500 community-based organizations within each of the first 2 years. What is the goal or expectation for follow-on years? Based on the assumption that 10% of CBOs statewide receive 90% of the referrals, FHLI request a plan to onboard 3,000 of the largest and/or most referred to CBOs in the first two years. There is no explicit expectation for the number of CBOs that should be onboarded in the following years, but based on experience in the first two years, there may be additional quality metrics for the Resource Platform around CBOs maintained on the platform year after year and new CBOs onboarded. 31. Page 4, Bullets The RFP states This training must be thorough at initial on-boarding, but the vendor must also have a plan to provide ongoing technical assistance to providers, community organizations and other users throughout the life of the contract. How often is training expected over the life of the contract? Once a quarter? Once every six months? Every month? How is training expected to be delivered? In person? Webinar? Is space and facilities provided for training? What is the expected number of persons to be trained at one time? FHLI will not require additional in-depth training following the initial onboarding, but there should be a plan to provide ongoing technical assistance for healthcare, CBO and other staff using the platform either through a call center or other means. During initial onboarding, FHLI and partners envisioned in-person training for the CBOs and providers, but we are interested in understanding other strategies that have worked well in vendor s other work, if different from in-person training. 32. What strategy does the state have in mind for a phased roll out? (E.g. begin with hospitals, begin with certain number of users, begin in certain region of the state? Original internal thinking considered phased rollout geographically, but would appreciate best practices by vendors who have done this work at a large scale before. We expect that we will have to on-board hospitals, healthcare providers, CBOs, and other users at the same time, but are open to vendor s strategies and best practices. 33. Is there an anticipated or goal user count for the Resource Platform? 12

13 We don t have a goal user count at this time. The goal is to on-board 3,000 CBOs in the first two years, as well as providers and other users. Each organization will have different needs around how many users will need access to the system. Some CBOs and provider practices will need only one or two users accessing the system, while larger CBOs and provider practices may need many more. 13

14 Questions on RFP/ Contracting Vendor Questions & Answers following RFP 34. Page 17 Timeline The RFP provides the vendor selection date (June 28, 2018) and milestone requirements for July, What is the anticipated kick-off date of the contract? We anticipate announcing the selected vendor by late June 2018 with the kick-off date of the contract in July Page 17 Budget The RFP outlines requirements for a 3-year budget. Please confirm the anticipated start date of the budget (for example should it be July 2018, July 2019, or something other than that those). The three-year budget should start in July Page 6, Submission Requirements the RFP provides the page count and the template for response. Please confirm the font size for text shall be no smaller than Arial 10 pt, tables no smaller than Arial 9 pt and graphics no smaller than Arial 8 pt font. The text shall be no smaller than Arial 10 pt and tables and graphics should be no smaller than 8 pt font. 37. Page 6, Submission Requirements The RFP states Product Information (provide answers using the template below) 15 pages maximum. In the template provided there are 25 questions related to the Product Information. Most of those questions each have multiple sub questions within them. Given our interest in providing a detailed response for you to understand the capabilities of our product, we ask that you increase page count for this section to at least 25 pages. We will allow the page count for this section to be increased to 25 pages so you can provide detailed responses to each question. 38. Page 9, Vendor Profile, Question 2 the RFP states Provide information about each client contract to the extent that this is not confidential. Please provide the maximum number of client contract to be submitted and the time span of those clients. For example, Provide no more than 5 clients in the past 5 years. The goal of this question was to understand the vendor s prior work and success in meeting the needs of other healthcare systems, states or other clients not to inventory all contracts over the last five years. We will limit the number of submitted client contracts to 5 total over the past 5 years. 39. (Re. Page 6, Submission Process and Requirements, Vendor Profile) Please confirm that this should be completed for each Vendor that is on the team. So, if we have a prime and 2 subcontractors a Vendor Profile has to be submitted for each organization (a total of 3 in this case) 14

15 Yes, the vendor profile should be submitted for each vendor that is on the team. In the case of a prime vendor and 2 subcontractors, that would mean 3 total vendor profiles. 40. If a vendor is leveraging a team (prime and subcontractors) to respond can we provide a single integrated and common response to Questions 1 to 6 in the Vendor Profile Section and provide and provide a Vendor Profile for each for the General Information, Parent Company Information, and Main Contact information No. If there are prime vendors and subcontracting vendors on one application, please submit separate vendor profiles for each vendor. If it makes sense to have some of the 6 questions blended, you are welcome to submit the same answer across different vendor profiles, but please submit separate vendor profiles. 41. Will FHLI consider reformatting the response to the Vendor Profile as follows for a better and more integrated response? a. 1 page per vendor profile for each for the general information b. 3 pages maximum for responses to Questions 1 through 6 No. If there are prime vendors and subcontracting vendors on one application, please submit separate vendor profiles for each vendor. If it makes sense to have some of the 6 questions blended, you are welcome to submit the same answer across different vendor profiles, but please submit separate vendor profiles. 42. Since there are 26 Questions (almost 5 pages) with only 15 pages to respond can the vendor exclude repeating the Question text in its response and simply refer to the Question Number in its response to allow for adequate space for response? We will allow the page count for this section to be increased to 25 pages so you can provide detailed responses to each question. Please include the question text in your response. 43. Would FHLI agree to granting an extension of 2-4 weeks in order to allow for the finalization of important bid details including teaming agreements, licensing arrangements and securing letters of recommendation? FHLI cannot grant an extension at this time. Please note in your application any outstanding bid details that we should be aware of. 44. May respondents include links to external documents (appendix) that support their responses (such as videos, report templates, websites, etc.) with more detail in the event FHLI wants more specific information? a. If so, would appendix or additional details be counted towards the page total for a response? 15

16 We will allow an additional 5 pages for appendix not to be included in the page limits for vendor profile (3 pages) or product information (25 pages). 45. Who is the contracting entity/entities? FHLI, the state, each organization individually? FHLI is the contracting entity. 46. Who is the funding entity? FHLI is the funding entity. FHLI has raised the funds and received support and technical assistance for the NC Resource Platform from partners statewide listed in the press release. 16

17 Questions around PHP Integration Vendor Questions & Answers following RFP 47. PHPs receiving Medicaid managed care awards will undoubtedly have their own care management and native IT systems. Some may even have advanced proprietary tools and member access phone lines that help them address social determinants of health. Please describe the business processes the NC Resource Platform will follow in order to interact with each individual PHP IT system, including: a. Which system will a referral for an unmet need be initially logged into? FHLI is working with NC DHHS to understand the requirements PHPs will have in regard to using the NC Resource Platform. However, it is integral to the development of the Platform that it has the flexibility to integrate with care management platforms and other platforms so that it fits into the workflow of both Medicaid PHPs and other health plans and users. The NC Resource Platform is not just a resource designed to meet the needs of the Medicaid population but rather all populations across the state, and therefore, it must be designed with flexibility in mind. b. What phone line will a Medicaid beneficiary or provider be instructed to call? FHLI is working with NC DHHS to understand the requirements PHPs will have in regard to using the NC Resource Platform. The NC Resource Platform is not just a resource designed to meet the needs of the Medicaid population but rather all populations across the state, and therefore, it must be designed with flexibility in mind. c. Upon a Medicaid PHP beneficiary change in enrollment, what if any information is exchanged between the new and old PHPs? This question is best answered directly by NC DHHS. While NC DHHS is a partner in the NC Resource Platform, FHLI cannot speak to data exchange plans in Medicaid transformation. d. The NC standardized screening tool is intended to be administered by PHPs within the first 90 days of enrollment. Please describe how the NC Resource Platform will be reconciled to the unmet needs identified via the screening tool. Yes, this is correct. It is our intent that the Resource Platform must be customized to include North Carolina s standard set of SDOH screening questions. Vendors are then asked how they can tailor their resource navigation using people s responses to the screening questions. Many vendors have successfully integrated such tools and tailored resource directories based on the responses to them and we plan to leverage this learning to make the integration between the SDOH screening questions and the NC Resource Platform streamlined. 17

18 Other Questions 48. FHLI has a history of successfully incubating DHHS-directed initiatives in the recent past, for example CCNC initially began as a FHLI directed program. Please describe: a. FHLI has previously expressed an interest in creating a universal social service provider inventory. What inventories have FHLI already identified/created to date and will these be turned over to the vendor after award? In 2016, FHLI did complete an inventory of select social service categories in 29 eastern counties. Though the information may no longer be current, FHLI can share the inventory findings with the selected vendor. b. CCNC has developed an extensive inventory of SDOH agencies using public data sets. How will this public information which CCNC stewards for DHHS be collected and redirected to the vendor? We will not require integration with other resource databases but the RFP specifically lists that ideally, the NC Resource Platform would integrate with other local and statewide resource databases. In addition, vendor must demonstrate a strategy for keeping the resource database up to date through leveraging existing databases in the state and counties or otherwise. c. FHLI references 3,000 community based organizations with statewide reach ; however, outcomes are also driven by smaller community based organizations. Please describe: i. How will small community based organizations be identified and added to the resource platform in a timely fashion? This is an important point. This language was meant to show that the 3,000 CBOs onboarded in the first two years would be located in all 100 counties across the state in total not necessarily each having statewide reach on its own. In the RFP, on page 10, question 2, we ask the vendor to describe how they will build their resource database that will contain and maintain resources across all 100 counties, including small CBOs. While we leave the strategy up to vendors at this point, we hope they leverage resource databases and directories already created across the state by NC 211, local health departments, and other agencies. In terms of onboarding small CBOs, we ask the vendor to describe how they will build a community network on page 12, question 14. While the statewide rollout plan may vary and will likely start in one geographic center before moving out statewide it is important that providers and CBOs across the state are onboarded and using the system so that it meets the needs of the people it is intended to serve and deliver value for people and communities across North Carolina. 18

19 ii. If providers are able to request specific smaller community based organizations be added to the platform, what service level agreement is anticipated once a request has been made? This is still to be determined, but when communicating with providers and community members as this Resource Platform is rolled out, we will make sure to provide information to providers on how they can request specific smaller CBOs to be on-boarded first, as we know that people in the community know best how we should prioritize our efforts. iii. Will geographic areas designated as SDOH regional pilots be afforded priority with the build out of their social service agencies? The regional pilots are part of Medicaid Transformation are still under development and consideration by NC DHHS. While the initial thinking is that the platform would be rolled out geographically, the specific strategy of rollout of the platform has not been established iv. CBOs may choose to prioritize services based on geography, specific need, disability, etc. How will this be reflected in the Resource Platform technology? While the technology will vary by vendor, resources will be geocoded to show what resources are available to a person based on their geography. There will also be eligibility criteria built in so people can best find resources to meet their specific needs (e.g. gender, age, disability, etc.). v. With Prepaid Health Plans (PHPs) incentivized to connect their beneficiaries to services, what provisions will be in place to assure that Medicaid (or otherwise insured) recipients don t get moved-up or prioritized in the queue for services? The purpose of this RFP is to solicit the technology and training to build the infrastructure needed to connect people to needed resources. We cannot have provisions that tell a social resource how they prioritize, and we believe that priorities will be dependent on each organizational mission statement and policies. d. How might DHHS directed funding of the NC Resource Platform be expected to taper off, remain constant, or increase as PHPs begin to enroll Medicaid beneficiaries and deploy provider relations staff and care management professionals who also become available for managing outcomes. NC DHHS is not funding the NC Resource Platform. They are a partner providing technical assistance and support and will be receiving population level data. We hope that future Medicaid PHPs see the value of 19

20 the NC Resource Platform and will work with FHLI to ensure that the Platform meets their needs, and we may incorporate ongoing funding of the platform as part of their basic business processes. e. Additional Community Health Workers (CHW) will be needed to close SDOH referrals. What role does FHLI, the vendor, and the NC Resource Platform have in identifying priority areas where additional CHWs could be deployed? We agree that community health workers are a critical part of an integrated care team, especially as a connection between the healthcare system and communities. FHLI will continue to work with partners in the state to grow the CHW workforce. We also hope that the data from the NC Resource Platform will highlight the need for CHWs. In addition, we believe the Resource Platform can be a valuable tool for CHWs to connect people to resources and follow up efficiently. f. Standardization efforts will be required around the terms for resource provided and the outcome of the referral. What mechanism(s) does FHLI anticipate using in order to harmonize the terms entered into the NC Resource Platform? We agree that there must be standardization of terms used throughout the RFP. We will work with the selected vendor and other partners to ensure that there are standardized definitions so that all are aligned when doing this important work. 20