CC-1498 - USA (New York) - Call Helpline Services for Social Services - Deadline October 3,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1498

Government authority located in New York, USA; based organization looking for expert vendor for call helpline services for social services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide call helpline services for social services for helpline program that operates during (a) normal business hours, (b) after-hours, or (c) during both normal business hours and after-hours.
- Monday through Friday, from 9:00 AM, EST to 5:00 PM.
- Monday through Thursday, from 5:00 PM to 9:00 AM.
- Friday from 5:00 PM to Monday at 9:00 AM.
- All calls must be answered immediately
- Consultant and its staff must help callers access helpline program services that are appropriate to the situation of a given caller
- Consultant and its staff must immediately contact 9-1-1 if a caller presents as being a danger to
himself/herself and/or others
- Consultant must assure that any special needs of callers including, but not limited to, physical handicap, hearing impairment, and non-English speaking, are addressed so that callers can adequately receive all services needed
- Consultant must ensure that its staff is trained in cultural competency and treats all callers fairly and respectfully regardless of a caller’s racial and ethnic origin.
- A Consultant operating an After-Hours helpline program and its staff must screen a caller to determine the extent of the housing emergency and the level of risk to said caller associated with such housing emergency.
(2) All questions must be submitted no later than September 18, 2019.
(3) 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, 3 October, 2019

Question Answer Deadline : Wednesday, 18 September, 2019

Category : Call Center and Answering

Country : USA

State : New York

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