Community Engagement and Social Care Platform

The vendor required to provide web-based community engagement and social care platform that enables a two-way communication with older adults and underserved populations via voice, text, and email, automatically translated into at least 80 different languages and regional dialects in real-time.
- This platform should be designed for human service agencies to manage two-way communications with older adults and hard to reach underserved populations through a single, user-friendly interface.
- Platform requirements
•    The selected vendor(s) will provide agency with a scalable, AI-assisted platform to automate needs assessments, identify social and health risks, connect residents to resources, and generate actionable analytics.
•    By leveraging its platform, the agency can efficiently conduct:
o    Service and needs analyses
o    Optimize program impact
o    And ensure equitable access to social care for vulnerable populations.
•    Self-service, administrative portal to manage broadcasts, event reminders, surveys, and referrals with agency on aging branding
o    Advanced social needs detection capabilities for proactive outreach and targeted intervention, at scale
o    Automate wellness check ins for in-home services
o    Collect structured data on client demographics in support of program goals
o    Send education and information on available programs, services, benefits and financial assistance (e.g., snap)
o    Send real time service status updates around program changes, schedule changes, closures during emergency situations
o    Send event reminders to increase clients and end users’ program participation in evidence-based programs and case manager appointments
o    Send surveys to track clients and end users’ satisfaction with programs, assess program quality, and assess program outcomes
•    Two-way communication capabilities, enabling real-time feedback through voice, text, and email responses for surveys, reminders, and wellness check-ins
•    Real-time language translation across at least 80+ languages, making two-way communication with clients and end users seamless and culturally relevant
•    Automation of communication workflows that reduce administrative burdens while maintaining high-touch engagement e.g., automatically send program reminders based on a clients and end users’ program registration in a survey
•    User-friendly interfaces designed specifically for human services staff, older adult clients, and other underserved end users, with an equity focus to address the digital divide and improve service access for underserved communities
•    Clients and end users’ data updates via file transfer, self-upload or API integration
•    Dedicated local phone number with caller id for voice and text identifying agency on aging
•    Pre-recorded announcement by area agency on aging staff on voice calls in multiple languages
•    Provide regular reports summarizing engagement data, including client reach, survey results, and other relevant metrics as requested by agency on aging
•    HIPAA-compliant measures, including industry-standard data protection of protected health information (phi) ensuring all client data updates and transfers are encrypted and stored securely
•    Unlimited number of administrative portal user accounts
•    Unlimited number of client and end-user records – charges should be based on the number of clients and end users reached each month.
- Service requirements
•    Setup and implementation including clients and end users’ information and communication preferences
•    Dedicated account manager and customer success manager
•    Onboarding and training for administrative portal users
•    Ongoing, proactive customer success and support for agency on aging staff, regular check in calls
•    Unlimited technical support, available during standard business hours via phone or email.