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CC-1948 - USA (Idaho) - Inbound After-Hours Telephone Answering Services for Adult and Children Mental Health Programs - Deadline May 6,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1948

Government Authority located in Idaho; USA based organization looking for expert vendor for inbound after-hours telephone answering services for adult and children mental health programs.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide inbound after-hours telephone answering services for adult and children mental health programs
- After-hours are defined as: 5:00 p.m. to 8:00 a.m. Mountain Time on weekdays, and twenty-four (24) hours per day on weekends and state holidays,
- The Contractor must answer the phone as "Region 4 Behavioral Health":
- provide after-hours telephone answering services for the Adult and Children's Mental Health program offices for phone numbers (208) 334-0808 and (800) 600-6474,
- Incoming calls are anticipated to include urgent matters from clients as well as normal patrons of the Department.
- As this is a crisis line, the Contractor must answer calls immediately and not place calls on hold
- The Contractor must conduct a courteous and professional screening process for each incoming call, and perform necessary actions including but not limited to the following:
- Obtain the caller's name, address, phone number.
- Identify caller concern(s) and or issue(s) and determine if call is an emergency.
- Determine if the call is child protection, medical emergency, legal emergency, mental health emergency, or other as applicable, and refer or transfer emergency calls appropriately, based on
information gathered, as follows: Child protection matters must be transferred to (855) 552-5437, Medical emergencies must be referred to 911 or to the nearest appropriate medical facility or
hospital,
- Legal emergencies must be referred to the nearest appropriate local authority:
- A legal emergency may include situations involving actions or threats of criminal nature, violations of law, public intoxication, or imminent danger to caller, etc,
- Non-emergency calls must be addressed by taking a message and transmitting the message to the Department as early as possible on the next business day:
- Callers seeking information about Department services must be deemed as nonemergency. The Contractor must either log a call-back message and deliver to the
appropriate Department staff the following business day or instruct the caller to call back during regular office hours.
(2) Approximate call volume is between three hundred and fifty to six hundred (350-600) calls per month after hours.

[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 : Thursday, 6 May, 2021

Category : Call Center and Answering, Health and Related Services

Country : USA

State : Idaho

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