CC-1916 - USA (Rhode Island) - Nicotine Helpline Services - Deadline April 21,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1916

Government Authority located in Rhode Island; USA based organization looking for expert vendor for nicotine helpline services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide nicotine helpline for managing a professional call center that provides
- A toll-free telephone system with ability to use a local 401 number when making outbound calls to participants.
- A system that handles multiple, simultaneous incoming and outgoing calls with English, Spanish bi-lingual and TTY Relay capacity at minimum.
- Provision of a 24/7 live response.
- Eighty percent (80%) of calls during airing of state and federal campaigns are answered within 30 seconds.
- On-the-spot (OTS) immediate availability for counseling offered to every client that wishes to utilize it.
- Information, referrals, screening, and counseling for smokers provided in English and Spanish.
- OTS interpreter services available for languages other than English and Spanish. Other solutions such as bi-lingual distance counselors and/or sub-contractors are strongly encouraged to increase access to all residents – it is expected that the rate of screening completion should be the same for all languages.
- A 24-hour voice mail system with voicemails returned within 24 hours.
- The ability to receive web referrals and healthcare provider referrals that come through the e-referral software, secure email, and secure fax; and
- Finally, the vendor must also make advance plans, subject to approval, to accommodate heavy service volume due to media campaigns or other special projects.
- Services are to be accessible to Rhode Islanders 13 years and older.
- Recorded information with call back capacity for one-on-one telephone cessation counselors can be used when all phone lines are busy.
- Any recorded messages to be used with Rhode Islanders must be approved prior to implementation,
- Nicotine Helpline Web Portal and Other Electronic Venues:
- simple user-friendly online registration for all Nicotine Helpline services,
- electronic chat function that allows people who use tobacco and nicotine products to ask about potential cessation services.
- online coaching or e-coaching that provides services similar to telephonic coaching or as a compliment to telephonic coaching.
- information on cessation and resources for quitting.
- provides contact information and links to other relevant programs.
- has views by particular audiences including tobacco/nicotine user, healthcare provider, health insurers, and family member or friend.
- has a “Contact Us” section with telephonic and electronic means of contacting the vendor and ability to accept e-mail messages,
- Maintain the website in English and Spanish.
- Provide automated texting or email services as part of coaching; digital,
- Provides outbound callback or other proposed response within 24 hours of receipt of registration
- Has a flag or tracking system so that registrations of this type may be tracked monthly/quarterly,
- Text messaging: Library of over 300 messages, 2-way messaging, Messages related to support and relapse prevention, Messages to encourage the person to connect with a coach by phone or live chat
- Email Program: Motivational Messages, Informational Messages, Quit Anniversary, Re-engagement, Automatic opt-in for those providing email addresses at intake,
- Cessation Screening and Counseling: a consistent, systematic, and evidence-based protocol in operating the call center,
- Nicotine Helpline Call Center:
- The system should be able to handle multiple, simultaneous incoming and outgoing calls in English, Spanish, and TTY relay with a live response. In addition, information, referrals,
screening and counseling for smokers must be provided in English and Spanish with interpreter services available for other languages,
- The system must be able to handle spikes in call volumes related to campaigns with 80% of calls during airing of campaigns are answered within 30 seconds; and the vendor must have a clear plan for managing large unanticipated increases in call volume and helpline referrals.
(2) All the questions must be submitted no later than March 31, 2021.

[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 : Wednesday, 21 April, 2021

Question Answer Deadline : Wednesday, 31 March, 2021

Category : Call Center and Answering, Software, System and Application, Translation and Interpretation, Web Design and Development

Country : USA

State : Rhode Island

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