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CC-1809 - USA (California) - Hotline Services for Family Urgent Response System - Deadline December 1,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1809

Government Authority located in California; USA based organization looking for expert vendor for hotline services for family urgent response system.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 X 365 hotline services for family urgent response system
- implementation of a statewide hotline to serve as the entry point for the program,
- The purpose of the hotline is to provide a 24 hour a day, seven days a week service to respond to calls from caregivers or current or former foster children and youth during moments of instability
- statewide hotline will help triage the calls received to determine when an immediate response is required, and will route the immediate calls to the appropriate receiving county in order for the county to deploy a Mobile Response Team to provide the youth or child, caregiver and family as a whole with immediate support in an effort to stabilize the situation and prevent placement disruption,
- The contractor shall establish and maintain a statewide FURS hotline call-in system that immediately responds to calls from current and former foster youth and foster parents/caregivers during moments of instability,
- The hotline shall be available 24 hours a day, seven days a week, 365 days a year.
- The call-in system shall provide screening, triage, brief intervention, support, information and referrals and follow-up as needed,
- The call-in system shall be operated from a call center at which staff are physically,
- A dedicated and published toll-free, statewide telephone number,
- Telecommunication equipment with capacity to accept multiple calls. The use of voice mail and answering services are not acceptable for the 24/7 immediate telephone response,
- Protocols in place for obtaining interpreter services for limited English proficient and Deaf and Hard of Hearing callers,
- Protocols in place in the case of telecommunications equipment interruption or failure,
- Protocols in place for logging and documenting services and data collection,
- Staff answering or otherwise directly receiving hotline calls shall be staffed by individuals with a bachelor’s degree or higher. This requirement shall not apply to staff receiving or screening other communications,
- All hotline staff are trained in techniques for de-escalation and conflict resolution telephone response specifically for children or youth impacted by trauma.
(2) All the questions must be submitted no later than November 13, 2020.

[C] Eligibility:

Onshore (USA organization Only)

[D] Work Performance:

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

Expiry Date : Tuesday, 1 December, 2020

Question Answer Deadline : Friday, 13 November, 2020

Category : Call Center and Answering

Country : USA

State : California

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