CC-2357 - USA (Virginia) - RFI for Safe Helpline Service - Deadline July 6,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2357

Government Authority located in Virginia; USA based organization looking for expert vendor for safe helpline service.

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide 24 X 7 agency safe helpline service.
- The service availability goal for safe helpline services is 24 hours a day, 7 days a week, 365 days a year. Safe Helpline will be staffed and all services will operate at all times except in cases of emergencies, planned maintenance, or technical outages.
- 60 days of contract start date, the Contractor will acquire and maintain the following items to allow for limited redundancy when any service is unavailable: toll-free helpline number for CONUS use; direct-dial helpline number for OCONUS use; direct-dial SMS number; and Safe Helpline website. To minimize risk of these resources being unavailable when needed, the limited redundancy measures will be housed within separate vendors or cloud hosting regions
- Website layout, content, art, design and site rating functionality which is updated bi- annually to ensure accuracy of content, functional links, and user-friendly layout.
- Maintain relevant self-paced educational courses and provide users with anonymous access via the Safe Helpline website and Safe Helpline app that supports the Department's efforts to prevent victimization, facilitate victim care, restore resiliency, and increase reporting.
- Provide supervision for all Online, Telephone, and Safe HelpRoom sessions to provide support to Safe Helpline staff and perform tasks to monitor the quality of service provided through the sessions.
- Provide capabilities to supervise multiple sessions, transfer sessions, and allow supervisors who are online together to chat to ensure seamless shift transitions and continuous support 24/7.

[C] Eligibility:

- Onshore (USA ONLY);

[D] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Wednesday, 6 July, 2022

Category : Call Center and Answering

Country : USA

State : Virginia

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