FLORIDA DEPARTMENT OF CHILDREN AND FAMILIES

RFI SOLICITATION INSTRUCTIONS

PMT-07 1 Rev. May 19, 2025

SECTION 1. INTRODUCTION

1.1 TITLE

Eligibility Assistance Program

1.2 RFI NUMBER

DCF RFI 2627 022

1.3 The Department of Children and Families (Department) is seeking information regarding available services, capabilities, and approaches for operating an Eligibility Assistance Program (EAP) that provides information, referral, and navigation services to persons with disabilities seeking Medicaid eligibility and other community-based services.

The goal of this RFI is to gather information from qualified organizations regarding available service models, operational capabilities, and recommended approaches for implementing and operating the EAP. Information received through this RFI will assist the Department in better understanding the available market and in developing program requirements for potential future procurement activities.

The Department is particularly interested in information that identifies best practices, potential implementation risks, and innovative solutions that improve access and outcomes for persons with disabilities.

This is an RFI as defined in §287.012(22), Florida Statutes (F.S.), for planning purposes only. This is not a solicitation for offers and will not result in a contract award. The information gathered from this RFI may be used to develop a future competitive solicitation. It is the responsibility of the Respondent to check for any changes or notices on the Vendor Information Portal (VIP).

SECTION 2. PURPOSE

Rule 60A-1.042, Florida Administrative Code (F.A.C.), provides that an agency may request information by issuing a written RFI. Agencies are authorized to use an RFI in circumstances including, but not limited to, determining whether or not to competitively procure particular commodities or contractual services; determining what solicitation process to use for a particular need; or researching general, special, and/or technical specifications for a solicitation. A Vendor’s response to an RFI is not an offer and the agency may not use the Vendor’s submission to justify a contract with that Vendor without otherwise complying with chapter 287, F.S. and Rule 60A-1.042, F.A.C. Vendors submitting a response to an agency’s RFI are not prohibited from responding to any related subsequent solicitation(s).

Any future purchase of the services will be conducted in accordance with chapter 287, F.S. The Department may use responses from this RFI to prepare one or more competitive solicitations and as the basis for any subsequent Vendor meetings. Any request for cost information is for budgetary purposes only. Nothing in this RFI shall be construed as a guarantee that the Department will issue a subsequent competitive solicitation or make any purchase related to the subject matter of this RFI.

SECTION 3. PROCUREMENT OFFICER

The Procurement Officer is the sole contact point for communication (which will only be accepted in writing), and the only permitted means of contact is through email.

Marc Magee Marc.Magee@myflfamilies.com and CC: hqw.procurement.team.activities@myflfamilies.com All emails to the Procurement Officer shall contain the RFI number in the subject line of the email.

SECTION 4. BACKGROUND

Persons with disabilities may face challenges navigating the requirements and processes necessary to establish Medicaid eligibility and access other community-based services. These processes may require individuals to obtain information, complete eligibility-related actions, coordinate with multiple https://vendor.myfloridamarketplace.com/ mailto:Marc.Magee@myflfamilies.com mailto:hqw.procurement.team.activities@myflfamilies.com

PMT-07 2 Rev. May 19, 2025 entities, and identify available services that support their ability to remain in their homes and communities.

The Department is responsible for establishing an EAP to provide information, referral, and navigation services to persons with disabilities seeking Medicaid eligibility and other community-based services.

The Department is researching available service models, capabilities, and approaches for implementing and operating the program, including person-centered navigation services and coordination with entities involved in Medicaid eligibility and community-based services.

The Department is seeking information regarding currently available service delivery models, operational capabilities, and industry best practices to assist in defining the operational, technical, and contractual requirements for any future competitive procurement.

Section 409.9207(3)(b), Florida Statutes, provides that the program shall be operated by an independent contractor that is:

• A tax-exempt organization incorporated in Florida and in good standing with the Florida Division of Corporations;

• An organization with at least twenty (20) years of experience operating local or regional programs providing services to persons with disabilities; and

• Capable of operating call center and online access points.

SECTION 5. RESPONSE INSTRUCTIONS

5.1 SUBMISSION LAYOUT

Please organize your responses to this RFI as follows:

TAB 1 INTRODUCTION

TAB 2 DETAILS

TAB 3 ADDITIONAL INFORMATION

5.2 REQUESTED INFORMATION

5.2.1 TAB 1: INTRODUCTION

Please provide a cover letter with the name of the Respondent and the primary point of contact. The cover letter must reference the RFI number and title. Include a brief summary of your organization, its history, and experience with the information requested in this RFI.

5.2.2 TAB 2: DETAILS

5.2.2.1 Organizational Experience and Qualifications

Respondents are encouraged to describe their experience providing information, referral, eligibility assistance, and navigation services to persons with disabilities, including experience assisting individuals with Medicaid or other state and federal benefit eligibility processes. Responses may also include information regarding similar local, regional, or statewide programs currently or previously operated by the organization.

5.2.2.1.1 Statutory Requirements

Respondents should identify how their organization meets the qualifications identified in the implementing legislation and provide supporting information for each statutory criterion, including:

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5.2.2.1.1.1. Tax-exempt status;

5.2.2.1.1.2. Florida incorporation and good standing;

5.2.2.1.1.3. Experience operating local or regional programs serving persons with disabilities (including years of experience); and

5.2.2.1.1.4. Existing call center and online access capabilities.

5.2.2.2 Program and Service Delivery Model

Respondents are encouraged to describe recommended service delivery models for providing person-centered navigation services to persons with disabilities seeking Medicaid eligibility and other community-based services. Responses should address how individuals may access or be referred to the program, the recommended process for assisting an individual from initial contact through completion of eligibility or referral activities, methods for identifying and addressing barriers to eligibility, and approaches to follow-up and continued navigation assistance.

Respondents are also encouraged to identify which program functions are best performed through centralized operations, regional operations, local service delivery, or automated solutions, and provide the rationale supporting those recommendations.

Respondents are encouraged to describe the recommended end-to-end service delivery workflow, including, but not limited to:

• Intake and eligibility assistance processes, including how individuals access services and how referrals are received and managed.

• Recommended workflow from initial contact through case closure, including key milestones and expected timelines.

• Processes for identifying, documenting, and escalating complex cases or issues requiring coordination with the Department, the Agency for Health Care Administration (AHCA), the Agency for Persons with Disabilities (APD), or other partner agencies.

• Approaches for follow-up with individuals to support completion of eligibility-related activities and connection to community-based services.

• Recommended criteria for determining when an individual's case should be considered complete or closed.

• Best practices, lessons learned, or innovative approaches the Department should consider when developing the program and future procurement requirements.

5.2.2.3 Call Center and Online Access Capabilities

Respondents are encouraged to describe existing or recommended call center and online access capabilities to support the EAP. Responses should describe the Respondent's current capabilities and recommendations for providing accessible, person-centered information, referral, and navigation services to persons with disabilities. Responses may address, but are not limited to:

• Call center operations, including staffing models, hours of operation, anticipated service capacity, and quality assurance processes.

• Accessibility features, including compliance with the Americans with Disabilities Act (ADA), applicable Web Content Accessibility Guidelines (WCAG), language access services, telecommunications relay services (TRS), and accommodations for individuals with hearing, vision, cognitive, or other disabilities.

• Online access capabilities, including web-based intake, secure document submission, appointment scheduling, chat functionality, self-service resources, and mobile accessibility.

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• Communication methods, including telephone, email, text messaging, video, web-based platforms, and other technologies used to engage individuals.

• Contact management, case management, or case tracking capabilities, reporting functionality, and technologies or platforms used to support navigation services and measure program performance.

• Recommendations regarding interoperability with State eligibility systems, referral platforms, and other information systems, if available and authorized, that may support efficient program operations while maintaining appropriate privacy and security protections.

• The ability to scale services to support statewide operations and accommodate varying service volumes.

• Approaches for protecting the privacy and security of client information, including recommended safeguards, data security practices, and compliance with applicable federal and state requirements governing personally identifiable information, health information, or eligibility-related information.

• Recommended disaster recovery, business continuity, and continuity of operations capabilities appropriate for a statewide eligibility assistance program.

5.2.2.4 Staffing and Program Operations

Respondents are encouraged to describe recommended staffing models and staff qualifications for operating the EAP, including relevant training, experience, or specialized knowledge necessary to assist persons with disabilities with Medicaid eligibility and community-based services. Responses may also address recommended implementation activities and anticipated timeframes for establishing and beginning program operations, including recommended implementation phases, transition activities, pilot approaches (if applicable), staffing ramp-up, technology deployment, training, and statewide rollout.

5.2.2.5 Coordination and Resources

Respondents are encouraged to describe recommended approaches for coordinating with the Department, agencies with responsibilities related to Medicaid, community-based organizations, service providers, and other relevant partners. Responses may identify information, data, system access, or other resources necessary to provide eligibility navigation services, as well as recommended processes for referrals and information sharing.

Respondents may address, but are not limited to:

• Information, data, system access, or other resources, if available and authorized, necessary to effectively provide eligibility assistance and navigation services.

• Recommended Department roles, responsibilities, and resources necessary to support successful implementation and ongoing program operations.

• Recommended approaches for information sharing, collaboration, and continuity of services while protecting the privacy and security of client information.

• Recommended systems, data exchanges, interfaces, or technology solutions that would support program operations, including case management systems, referral platforms, secure data-sharing tools, or other technologies. Responses may identify anticipated integration needs with State systems or other external partners.

• The Respondent's ability to provide services statewide, including approaches for serving rural and underserved communities, providing virtual or remote navigation services, and supporting individuals with limited English proficiency or other communication needs.

5.2.2.6 Performance, Data, and Reporting

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Respondents are encouraged to identify recommended performance measures, service levels, and outcomes for evaluating the effectiveness of the EAP. Responses may describe data collection, case tracking, and reporting capabilities and recommended approaches for measuring an individual's progress toward completing Medicaid eligibility actions or accessing appropriate community-based services. Responses may address:

• Recommended key performance indicators (KPIs), service levels, and outcome measures the Department should consider for evaluating program performance.

• Recommended service level targets (e.g., response times, call answer times, case completion timeframes, and customer satisfaction measures).

• Recommendations regarding which performance measures should be incorporated into future contract requirements versus those intended primarily for internal program management and continuous quality improvement.

• Recommended measures related to customer service, timeliness, accessibility, service quality, and successful navigation outcomes.

• Approaches for measuring participant progress throughout the eligibility assistance process, including case status, referrals, follow-up activities, and case completion.

• Recommendations for measuring the program's effectiveness in assisting individuals to successfully complete Medicaid eligibility activities and access community-based services.

• Recommended methods for collecting, validating, analyzing, and reporting program data, including case tracking and performance monitoring.

• Suggested reporting frequency, report formats, dashboards, or other tools to support Department oversight and program management.

• Recommended data elements the Department should collect and monitor to support program oversight, performance evaluation, and future program improvements.

• Recommendations for continuous quality improvement, performance monitoring, and the use of data to improve program effectiveness.

5.2.2.7 Cost and Pricing Considerations

Respondents are encouraged to describe recommended pricing or funding models for implementing and operating the EAP. Responses may identify primary cost drivers, pricing considerations, and assumptions the Department should consider when estimating program implementation and ongoing operational costs. This section should focus on recommended pricing methodologies, cost drivers, and assumptions. General pricing ranges or budgetary estimates may be provided in Tab 3.

Respondents are encouraged to identify any assumptions used in developing their recommendations, including anticipated service volumes, staffing levels, implementation scope, technology requirements, and statewide coverage.

5.2.2.8 Challenges and Recommendations

Respondents are encouraged to identify potential implementation or operational challenges, risks, or barriers the Department should consider when developing the EAP and recommended strategies for addressing those challenges. Respondents may also provide additional recommendations regarding program design, service delivery, technology, performance requirements, or other considerations relevant to the development and operation of the program. Responses may address:

• Potential operational, technical, staffing, or implementation challenges that could affect successful program delivery.

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• Recommendations for mitigating operational, regulatory, technical, staffing, cybersecurity, privacy, and implementation risks associated with establishing and operating the program.

• Risks associated with coordinating among the Department, the Agency for Health Care Administration (AHCA), the Agency for Persons with Disabilities (APD), and other agencies or community partners, along with recommendations to mitigate those risks.

• Potential challenges related to system integration, data sharing, privacy, security, or accessibility and recommended approaches to address them.

• Recommendations regarding contract structure, performance measures, reporting requirements, service levels, or other considerations that would support successful program implementation and administration.

• Lessons learned and best practices from similar programs or contracts that the Department should consider.

• Recommendations regarding implementation timelines, transition planning, or phased deployment.

• Based on the Respondent's experience operating similar programs, recommendations regarding requirements that provide significant value to the Department and those that may unnecessarily increase implementation complexity, administrative burden, or operational costs.

• Recommendations for avoiding common implementation pitfalls observed during similar statewide program implementations.

• Any additional information or recommendations the Respondent believes would assist the Department in developing future procurement documents.

5.2.3 TAB 3: ADDITIONAL INFORMATION

Please provide any additional information deemed necessary for consideration.

Pricing: Please provide general pricing information for research purposes, including illustrative price ranges or budgetary estimates, and identify variable factors that impact pricing.

5.3 SUBMISSION FORMAT

Respondents shall submit responses via email using the contact information provided in Section 3.

Responses must be received by the date and time specified in Section 6 and submitted electronically in PDF format.

5.4 TRADE SECRET, CONFIDENTIAL, OR PROPRIETARY INFORMATION

5.4.1 Article 1, section 24, Florida Constitution, guarantees every person access to all public records, and §119.011, F.S., provides a broad definition of “public record.” As such, the entirety of the Response is public record and is subject to disclosure unless exempt from disclosure by law. The Department defines “confidential information” as information that is trade secret as defined in §688.002, F.S., or otherwise confidential or exempt from disclosure under Florida or federal law.

5.4.2 If the Vendor considers any portion of the Response to be confidential information, the Vendor shall then submit two copies of the Response. In both copies, any portion of the Response considered confidential information shall be clearly labeled within the text of the Response as “CONFIDENTIAL”. For each portion of the Response that is labeled “CONFIDENTIAL”, the Vendor shall provide a written statement of the basis for exemption applicable to each provision identified by the Vendor as “confidential”, including citation to a

PMT-07 7 Rev. May 19, 2025 protection created by statute, and state with particularity the reasons the provision is confidential.

5.4.3 By submitting a Response, the Vendor agrees to protect, defend, and indemnify the Department for all claims arising from or relating to the Vendor’s determination that the redacted portions of its Response are confidential information. If a Vendor fails to submit a Redacted Copy in accordance with these instructions, the Department is authorized to produce the entire material submitted to the Department in response to a demand for discovery or disclosure of these records or a public records request.

5.5 PRESENTATIONS

After the Department receives responses to this RFI, and at the sole discretion of the Department, one (1) or more Respondents may be selected to demonstrate to the Department the Respondent’s products and services relating to the information submitted in the RFI response. The purpose is to learn about the most current solutions available. Any such presentation or demonstration will be informational only and will not be scored or considered a competitive evaluation. Any presentation or demonstration requested by the Department shall be for informational purposes only and participation shall be at no cost to the Department.

SECTION 6. TIMELINE

EVENT DATE TIME LOCATION

Release of RFI 08/19/2026 https://vendor.myfloridamarketplace.com/

Submission of Questions 09/01/2026 1:00 pm

Eastern Time Section 7

Department’s Response to Questions

09/15/2026 Section 7

Responses Due 09/29/2026 1:00 pm

Eastern Time Section 3

Presentations, if applicable TBD TBD

SECTION 7. WRITTEN QUESTIONS

7.1 All questions must be received by the Procurement Officer at the email addresses listed in

Section 3 no later than the date and time specified in Section 6.

7.2 Respondents are strongly encouraged to review the RFI in its entirety prior to asking questions.

7.3 The Department will not accept questions by telephone, postal mail, hand delivery or fax.

7.4 All questions should be submitted at once, rather than in multiple communications.

7.5 The Department reserves the right to respond to questions received after the written question submission deadline. It is the sole discretion of the Department to consider questions received after the written questions submission deadline.

SECTION 8. CAVEATS

8.1 Vendor Costs

https://vendor.myfloridamarketplace.com/

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Vendors are responsible for all costs associated with the preparation, submission, and any potential meeting(s) to discuss this RFI. The Department will not be responsible for any Vendor-related costs associated with responding to this request.

8.2 Special Accommodations

Any person with a disability requiring special accommodations to participate in the RFI shall contact the Department’s sole point of contact at the email provided in Section 3 at least five (5) working days prior to the event. If you are hearing- or speech-impaired, please contact this office by using the Florida Relay Services, which can be reached at 1 (800) 955-8771 (TDD). Certified Business Enterprises are encouraged to participate in the RFI process.

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