CC-1897 - USA (Delaware) - Quitline and Related Tobacco Cessation Services - Deadline May 3,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1897

Government Authority located in Delaware; USA based organization looking for expert vendor for Quitline and Related Tobacco Cessation Services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

Vendor needs to provide Quitline and Related Tobacco Cessation Services.
- The Quitline is a toll-free tobacco cessation hotline (1-866-409-1858) that provides tobacco users the option of receiving cessation counseling by phone or in person. Healthcare professionals who have been trained in cessation counseling are available throughout Delaware for the in-person counseling.  - The mission of the Division of Public Health is to protect and enhance the health of the people of state. The Division accomplishes its mission by:
• Working together with others;
• Addressing issues that affect the health of Delawareans;
• Keeping track of the State’s health;
• Promoting positive lifestyles;
• Responding to critical health issues and disasters; and
• Promoting the availability of health services.   • Prevent the initiation and use of tobacco and emerging products among Delawareans.
• Increase quitting and quit attempts among Delawareans who use tobacco products.
• Eliminate exposure to secondhand smoke, vapors, and other emissions.
• Decrease the social acceptability of tobacco, e-cigarettes, and emerging products.
• Strengthen and cultivate Delaware’s leadership in all levels of comprehensive tobacco prevention and control.
1. 24 hours/7 days Quitline
a. The vendor should have the capacity (qualified personnel, facilities, and equipment) to provide a telephone cessation “Quitline” for Delaware residents at least 13 years of age. The Quitline will use the current toll-free number that is in existence. The Quitline will be available 24 hours a day/7 day a week. The successful bidder will coordinate vendor activities in order to have a seamless transition of the current services. Quitline services must remain in operation with no break in service and be available July 1, 2021.
b. Callers will be offered several options to include:
1) Cessation counseling over the phone – at minimum please specify:
a. Average length of counseling
b. Content of sessions
c. Cessation materials available
d. Protocols for target populations, i.e. disparate, mental health conditions, low socio-economic status, pregnant smokers, other tobacco users (smokeless, electronic nicotine device users etc.)
e. Information for proxy callers, i.e. wife calling for husband
f. Total hours of operation per week
g. Daily and weekly schedule
h. Holidays that the Quitline will be closed
i. Provision for handling calls after hours, i.e. voice mail, answering service, etc.
j. Average length of time to live answer
k. Capability to handle multiple simultaneous calls and fluctuations in call volume (include description of how the vendor’s infrastructure can meet demands generated by national media such as Centers for Disease Control and Prevention’s (CDC) Tips From Former Smokers® (Tips®) campaign, at a minimum, at least one coaching call is offered immediately or within 24 hours).
l. Voice mail capacity (basic or menu-driven).
- Services specific to the caller’s stage of change, those ready to quit, those thinking of quitting – please specify: Triage system based on readiness to quit and willingness to receive counseling.
- Referral to receive in person cessation counseling from a local health care professional trained in smoking cessation.
- Access to online coaching services in between counseling sessions designed to complement and enhance the telephone-based counseling sessions. The vendor will host and maintain this service.
- Face-to-Face Counseling Services: - Maintain and expand the trained cessation counselor program. New counsellors will be recruited into the program and receive cessation counseling training. Counsellors will receive periodic update training. Counsellors will provide face-to-face counseling sessions to Quitline callers who choose that option and others who seek face to face counseling. Counsellors will be credentialed health-care providers located in the three Delaware counties
- For more information describe in document.

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

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

Expiry Date : Monday, 3 May, 2021

Category : Call Center and Answering

Country : USA

State : Delaware

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