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CC-1450 - USA (Pennsylvania) - Coordinated Entry Call Center Services - Deadline August 29,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1450

Government authority located in Pennsylvania, USA; based organization looking for expert vendor for coordinated entry call center services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide coordinated entry call center services which oversees access, assessment, referral, and placement into the homeless response system for all households and populations within the County experiencing homelessness or at imminent risk of homelessness.
- Dedicated Connect Points Call Center operators conducting live Coordinated Entry intake and referral to Street Outreach program and community-based housing stability services available Monday through Friday 8:00 AM – 5:00 PM.
- Live operator(s) familiar enough with to provide appropriate information and make emergency referrals after hours and on weekends and Federal holidays
- easily accessible throughout the County by telephone to anyone experiencing a housing crisis,
regardless of their real or perceived race, ethnicity, gender, sexual orientation, disability, income, immigrant status or family composition
- Language translation services must be available for anyone who speaks English as a second language and for people who are Deaf or Hard of Hearing
- Calls to Connect Points are answered by Call Center Specialists who conduct intake and referral for anyone experiencing homelessness or at imminent risk of homelessness
- Call volume may vary by season, availability of homeless prevention and subsidized housing resources and/or an unexpected natural or human-made disaster.
- manage day-to-day Call Center operations and train/supervise Coordinated Entry Specialists
- generate project budgets and reports
- Ability to leave a call back number instead of waiting on hold - Administrative capacity to track, process, and record calls and referrals
- Provide toll-free call center services county-wide in English and Spanish and be able to connect to translation services for other languages when needed
(2) The Connect Points Call Center receives approximately 12 to 14 calls per day and 3,200 calls per year.
(3) All questions must be submitted no later than August 15, 2019.
(4) Contract period will be one year.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Thursday, 29 August, 2019

Question Answer Deadline : Thursday, 15 August, 2019

Category : Call Center and Answering

Country : USA

State : Pennsylvania

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