Human Services Case & Financial Management System

City of Norfolk - Human Services has issued solicitation, solicitation 11218-0-2027.

The purpose of this Request for Proposals (RFP) is to obtain a modern, cloud‑based Human Services Case Management and Financial System (“the System”) to replace the City’s existing Salesforce‑based application (LNB’s Kinship system). The new System must preserve DHS’s core functional capabilities and improve them through modern workflow automation, role‑based dashboards, mobile access, configurable approval processes, enhanced reporting and analytics, secure cloud‑based document management, and integration with related state and local systems. The System should offer intuitive navigation and support real‑time collaboration through shared workflows, multi‑user concurrency, immediate visibility of updates, and timely notifications. It must provide flexible configuration options that allow DHS to adapt workflows and business rules as federal, state, and local program requirements evolve.

The Department of Human Services (“DHS”) administers a wide set of programs supporting children, adults, families, and caregivers across the City. These programs rely on accurate case information, timely service authorizations, coordination with providers, structured financial workflows, and detailed state and federal reporting. DHS program areas include: Virginia Department of Social Services (“VDSS”) Programs Temporary Assistance for Need Families (“TANF”) / Supplemental Nutrition Assistance Program & Employment & Training (“SNAPET”) Virginia Initiative for Education & Work Program (“VIEW”) Auxiliary Grants Adult Services Foster Care purchased services (non ‑ IV ‑ E) Virginia Enhanced Maintenance Assessment Tool (“VeMAT”) Children’s Services Act (“CSA”) Purchased Services Special Welfare / Recoupments General Relief (indigent burial) Water Relief The City’s current system supports core operational and financial activities such as: Maintaining client and household records Documenting service plans and assessments Managing CSA workflows, including Family Assessment and Planning Team (“FAPT”) scheduling and Local Expenditure, Data and Reimbursement System (“LEDRS”) extracts Processing purchase orders and vendor invoices Tracking accounts receivable and recoupments Allocating expenditures and managing cost codes Generating payment files for the City Treasurer Producing required CSA, VDSS, and City reports Generating Standard Payment Reports (“SPR”) for Quality Assurance and Accountability (“QAA”) reviews on a quarterly basis As these programs expand and reporting obligations evolve, DHS requires a more reliable, flexible, secure, and scalable cloud ‑ based solution that supports modern workflow standards, strengthens financial management capabilities, improves operational efficiency, and provides timely access to information for DHS caseworkers, supervisors, fiscal staff, program managers, and leadership.

Responses are due October 2, 2026 at 2:00 PM EDT.

Questions must be submitted by August 24, 2026 at 5:00 PM EDT.

Commodity categories: Computer Software For Microcomputers, Systems, Including Cloud-Based (Preprogrammed); Accounting/Financial: Bookkeeping, Billing and Invoicing, Budgeting, Payroll, Taxes, etc.; Point of Sale Software.

Contact: Mia Lorenz, Procurement Specialist (mia.lorenz@norfolk.gov, (916) 995-8532).

3 documents are attached to the notice: 11218-0-2027 ML RFP Case Management and Financial System Attchment H; 11218-0-2027 ML RFP Case Management and Financial System Attchment I; 11218-0-2027 ML RFP Case Management and Financial System.

The full solicitation document, addenda and the question-and-answer thread are on the agency's OpenGov portal at https://procurement.opengov.com/portal/norfolk/projects/293793. Responses are submitted electronically there, and a free vendor account is required before you can upload one.