CC-1535 - USA (Mississippi) - After Hours Helpline and Crisis Telephone Services - Deadline November 22,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1535

Government Authority located in Mississippi; USA based organization looking for expert vendor for after-hours helpline and crisis telephone services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide after-hours helpline and crisis telephone services for free and confidential emotional support to people in suicidal crisis or emotional distress.
- Certified crisis telephone services for the state department of mental health after hours helpline and the national suicide prevention lifeline networks.
- Helpline will require that services are provided: Monday - Friday 5:00 pm - 7:30 am cst, Saturday and Sunday - 24 hours of coverage and 24 hours of coverage on all state holidays
- Lifeline will require that services are provided: Monday - Sunday 24 hours of coverage and 24 hours of coverage on all state holidays
- Answer helpline, lifeline calls and national suicide lifeline affiliated crisis hotline services according to demand
- Collect, analyze, track and identify system issues, and the ability to generate various reports of activity, demographics and other related variables
- Provide data collection on trending and analysis of internal and external system issues, and documentation of calls from the crisis line so that department of mental health can assess call management and ensure the quality of the lifeline
- Call center is conducting silent monitoring for at least three percent of all calls answered each month and all initiative-affiliated counsellors at least quarterly
- Ability of the contractor to respond to incoming calls from the lifeline or likelihood to achieve, by the end of the performance period, a 90% or greater in-state answer rate for Lifeline affiliated call.
(2) All questions must be submitted no later than October 29, 2019.
(3) The term of the contract 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 : Friday, 22 November, 2019

Question Answer Deadline : Tuesday, 29 October, 2019

Category : Call Center and Answering

Country : USA

State : Mississippi

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