CC-1578 - USA (Nebraska) - Tobacco Cessation Quitline Services - Deadline January 29,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1578

Government authority located in Nebraska, USA; based organization looking for expert vendor for tobacco cessation quitline services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 telephone-based tobacco cessation quitline services for communications, 8:00 AM to 5:00 PM, Central Time, Monday through Friday.
- A pro-active Quitline responds to incoming calls with immediate “reactive” assistance and
follows-up initial contact with more comprehensive services through outbound (proactive) calls.
- cessation services shall include intake, assessment, disposition, treatment and follow-up, and must follow evidence-based practices and principles of motivational interviewing,
- implement, at no-charge to the caller, a telephone-based tobacco use cessation quitline to assist Nebraskans with quitting smoking or the use of other tobacco products
- web-based coaching services, mobile applications (apps), text messaging, and free comprehensive online training on brief tobacco intervention techniques and best practices to help healthcare providers work with patients quitting tobacco
- ensure core functionality to provide qualified personnel, facilities and equipment necessary to run a quitline with services that includes, at a minimum, a toll-free telephone line, fax referrals and web-based services
- The call center must provide a live answer during the “live” response hours of operations, Automated answering systems may only be used when quitline personnel are unavailable
- 24-hour web-based services as an enhancement to the telephone-based services provided and/or as a stand-alone web-based tobacco cessation program
- Peak times for calls must be continuously monitored, and staffing shall be modified accordingly to
meet peak volume times
- Operation is not required for Thanksgiving Day, and Christmas Day, however coverage is required for other holidays, especially New Year’s Day. Early closure at 2:00 p.m. Central Time on Christmas Eve, and 5:00 p.m. Central Time on New Year’s Eve, is acceptable. On the following day, hours of operation must begin no later than 8:00 a.m. Central Time. Holiday coverage may be revised by mutual agreement after the first year of the contract and completion of a call volume analysis.
- computerized tracking system must be able to document Quitline activity, including the ability to tabulate discrete individuals, services provided, call patterns, caller demographics, and the analysis and reporting of data on a monthly, quarterly, and annual basis.
(2) Tobacco Quitline annual call volume has increased from 2,940 in 2016 to more than 3,364 callers in 2019.
(3) All questions must be submitted in writing no later than December 31, 2019.

[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 : Wednesday, 29 January, 2020

Question Answer Deadline : Tuesday, 31 December, 2019

Category : Call Center and Answering, Software, System and Application

Country : USA

State : Nebraska

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