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CC-2349 - USA (California) - California vs. Hate Resource Line and Network Care Coordination Services - Deadline June 10,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2349

Government authority located in California; USA based organization looking for expert vendor for California vs. hate resource line and network care coordination services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide California vs. hate resource line and network care coordination services and services must be trauma-informed and language-accessible for people who speak languages other than English.
- Answer hotline calls and respond to chat requests from at least 9 a.m. to 6 p.m. PST, and respond to voicemails left Sunday through Thursday within twenty-four (24 hours).
- The contractor shall ensure that call center agents and coordinators have access to translation and interpretation services in a minimum of 200 languages from at least 9 a.m. to 6 p.m. PST Monday through Friday, including on-demand services in the top 50 languages most common in state.
- Contractor shall also ensure call center agents and coordinators access to a telecommunications relay for speech and hearing-impaired individuals.
- Contractor shall also ensure that in-language services are provided to individuals reaching out via phone or via on-line submissions.
- Timely responding to live callers, submitted voicemails, and online and/or mobile platform submissions.
- To develop a plan to expand in-language services in the future to people submitting initial inquiries via text message.
- The contractor shall utilize an on-line reporting portal and this portal will be accessible on mobile devices as well as laptops and other computers.
- Develop and provide timely trauma-informed, culturally competent, and language accessible case management services, to infants, children, young adults, adults, and families, or to organizations and individuals representing these individuals and communities, through the network.
Approximate call volume will be
- 6,000 - 10,000 calls in July 15, 2022 through June 30, 2023
- 10,000 - 18,000 calls in July 1, 2023 through June 30, 2024
- 10,000 - 18,000 calls in July 1, 2024 through June 30, 2025
- 12,000 - 20,000 calls in July 1, 2025 through June 30, 2026 (optional)
- 12,000 - 20,000 calls in July 1, 2026 through June 30, 2027 (optional).
(2) All questions must be submitted no later than May 26, 2022.

[C] Eligibility:

- Onshore (US Organization Only);

[D] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Friday, 10 June, 2022

Question Answer Deadline : Thursday, 26 May, 2022

Category : Call Center and Answering, Case Management Services, Health and Related Services, Software, System and Application

Country : USA

State : California

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