RFI for 211 Services

Request for Information (RFI) for 211 Services


The question period has ended. Please see the answers to questions submitted: 

    1. Is the rfi open for those interested in a data partnership or just the contact center services?
      For this rfi, applicants should provide contact center services.  If there is a value add that you can bring additionally around data analytics and reporting, please note in the response.
    2. Are we to enter the pay per hour and then the number of FTE  in that position overall? Or is it asking how many agents would be on the lines each hour, without taking in​to account how many total FTE’s we would have in each position? Or are we needing to read this section differently than those two options?
      Enter the pay per hour and the number of FTEs into the staffing graph.
    3. Will United Way of NC choose its call center vendor based on the highest score or ranking?
      United Way NC will use a cross-functional team supported by industry consultants to review and rank responses to the Request for Information (RFI). Any vendor selection will be based on a formal evaluation of the RFI including: 1) Scoring of each response and 2) Consideration of additional criteria specific to demonstrated excellence in the following areas:  quality service, price, social responsibility, commitment to diversity, equity and inclusion in the workforce, mission alignment, and understanding of NC and its resident’s needs.

United Way of North Carolina (UWNC) is exploring operational models for the NC 211 system that will sustain it into the future.  The purpose of this RFI is to invite potential vendors interested in partnering to provide 211 services to share their plan regarding how 211 services can best be provided throughout the state 24/7/365.

UWNC is a statewide organization representing 51 North Carolina United Way organizations.  Major activities include:

  • Convening United Way professionals and volunteers for legislative briefings, regional discussions, professional development and statewide “Spirit of NC” annual campaign award recognition.
  • Providing technical, consultative, and unified marketing services to member organizations.
  • Advocating on behalf of health and human services in the North Carolina General Assembly and shares pertinent legislative news with members.
  • Managing NC’s statewide 211, health and human services information and referral. 

The existing NC 211 model has central administration through UWNC with long standing contracts with two contact centers.  The NC 211 expansion over the past several years has demanded that United Way of NC review its infrastructure, its ability to provide quality 211 services, and plan for continued growth. To address the many opportunities available to leverage the statewide 211 system, a business plan was developed to address how to build, price and evaluate 211 solutions that will be sustainable over time.  Leveraging the 2-1-1 dialing code does provide NC 211 sole source provider contracting opportunities, but it is also important to maintain a competitive edge for 211 in the bidding process for other state, local, and national contracts and opportunities.

Please find the RFI instructions as well as the response template below.

Please submit questions to RFIresponse@unitedwaync.org through March 8, 2021.  All answers to the questions will be provided at this web page. Final submissions are due no later than 5 pm March 31, 2021.  Please follow submission instructions provided in the instructions document.  No phone calls please.