Special Procurement- Community Referral Services

The State of Oregon is seeking a sole source contract for community referral services. The services will provide a single, easy-to-remember access point for constituents to access and navigate services and information. The contract will be with 211info, an independent nonprofit that has established health and social services resources. The services will include information and referral, enhanced information and referral, client education, modified case management, statewide database, resource database, data analytics, contact center, and outreach. • Information and referral: Answering "who, what, how” questions about state services and referring clients to the right agency to meet their needs. • Enhanced information and referral: Providing clients with agency-vetted program information. Helping clients identify the services they need and navigate the agencies providing services. • Client education: Marketing an underused service or newly launched program to prospective clients. • Modified case management: Providing ongoing contacts with clients, assigning coordinated entry programs, managing waitlists, and conducting callbacks. • Statewide database: Curating a statewide resource database to ensure that program information is timely and accurate. • Resource Database: Resource specialist checks in regularly with agency representatives to ensure that resource records and referrals are effective. • Data analytics: Providing customized data on client needs and demographics, analyzing data to provide gap assessments of program reach and utilization. • Contact Center: Certified information and referral specialists help clients identify and prioritize needs, provide detailed, accurate and culturally appropriate information, assist with problem-solving, and recognize clients who need immediate transfer to crisis services. • Outreach: Robust social media platform shares resource information with partners and clients, promoting programs and mobilizing volunteers during severe weather.