Let’s Talk About the RFR Process…

The RFR is released. The bidders’ conference is scheduled. We all know the status quo feeling that this process evokes, as for many it can feel more like an administrative hurdle that impacts a select few people. But the process actually holds immense potential for agencies to reassess, refine, and elevate their programs.

As our industry evolves, seizing every opportunity for improvement and innovation is crucial for advancing our collective mission of supporting and empowering our communities. As a human services CMO, I often lead the first meeting and it’s only loosely based on the RFR requirements. I know what you’re thinking…why would I want the marketing executive leading the RFR process?

Well, imagine the RFR process as a balcony overlooking your program's landscape. It offers a chance to pause, reflect, and gain a bird's-eye view of your operations and impact. Rather than dive into the Q&A, set yourself up for success by making this a cross-functional exercise.

Invite HR, marketing, development, IT, finance, and managers from other programs to participate in a brainstorm about the program and your agency. And for the smaller agency who may not have the dedicated admin functions, include your cross-section of directors and even your relevant external vendors. Not only will this go a long way to building a collaborative culture and eliminating silos, but it’s a shortcut to embracing organic growth. By bringing diverse perspectives and expertise together, we can cultivate innovative solutions, foster strategic partnerships, and ultimately, make a more profound impact on the lives of those we serve.

Meeting hack:

Programs like Microsoft White Board can make all the difference in capturing meeting notes and engaging your teams in the process.

Get your sticky notes out, and begin by asking the following questions to your staff:

What do we do well?

Take stock of your agency's strengths and successes. Identify the aspects of your program that set you apart and contribute to positive outcomes for your clients.

How are we engaging the community in this program?

Community engagement is pivotal for the success and sustainability of any human services program, and is a crucial aspect of fundraising. Evaluate your strategies for involving the community in the day-to-day aspect of the program, and invite the room to share new ideas.

What are our unique program attributes?

Explore what makes your program distinct. Whether it's a specialized approach, long-tenured staff, culturally competent services, multiple language offerings, or innovative interventions, highlight the unique attributes that make your program valuable.

How are we using technology in the program?

This question is becoming more prevalent in all funder RFRs, as technology can enhance efficiency, accessibility, and effectiveness in delivering human services. Assess how your agency leverages technology to streamline processes, communicate with clients, and track outcomes and challenge the attendees to find new ways to embrace innovation. Are there other programs in your agency who have piloted a new technology for instance?

What data are we capturing in the program?

Data-driven decision-making is essential for continuous improvement. Examine the types of data you're collecting, how it’s being captured and utilized, and whether there are opportunities to enhance data collection and analysis.

How are we measuring person-centered outcomes?

Outcomes measurement is key to demonstrating the impact of your program. Are you embracing the Charting the Life framework? Actively tracking ISPs? Review your evaluation framework, outcome indicators, and methods for assessing client progress and program effectiveness. And ask yourself if you are effectively leveraging this data in your marketing and community-engagement activities?

Who are the participants that we could reach out to share stories about their participation?

Client testimonials and success stories humanize your program's impact. Identify participants willing to share their experiences and consider how their stories can be shared to inspire others and advocate for your program. Then empower your communications team to share those experiences!

Is the website content and marketing content up-to-date and accurate?

Your agency's online presence is often the first point of contact for individuals seeking services. How often are you reviewing that content? Ensure that your website and marketing materials accurately reflect your program offerings, eligibility criteria, and contact information.

What is the referral volume? How long does it take to onboard a new referral?

Referral processes can significantly impact access to services. Analyze referral volume, identify bottlenecks in the onboarding process, and explore opportunities to streamline intake procedures.

Are there collaboration opportunities with other programs?

Collaboration amplifies impact. Explore potential partnerships with other agencies, organizations, or initiatives to enhance service delivery, fill gaps in programming, and maximize resources.

In embracing the RFR process as more than just a bureaucratic exercise, human services agencies can unlock opportunities for growth, innovation, and community impact. And with this knowledge, your ability to effectively answer the RFR questions, build a compelling narrative, and present your program in a way that stands out from the competition are enhanced.

By bringing diverse perspectives and expertise together, we can cultivate innovative solutions, foster strategic partnerships, and ultimately, make a more profound impact on the lives of those we serve. Let's harness the power of collaboration and creativity as we embark on this journey of transformation and excellence in human services.