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CC-2369 - USA (New York) - Smokers Quitline Service - Deadline August 4,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2369

Government authority located in New York, USA; based organization looking for expert vendor for smokers quitline service.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide tobacco use cessation smokers quitline service for information on quitting tobacco use and coaching assistance with quitting tobacco use or maintaining quit status.
- Providing cessation related information and support materials including information about smoking and tobacco use cessation benefits available to callers through their health insurance plan
- Providing cessation coaching assistance
- Non-Coach assisted calls (about 5,000 annually) refer to those calls where individuals chose not to speak with a coach and select to either listen to a taped message or leave a voicemail message. This Non-Coach assisted service will be available 24 hours per day every day.
- Telephone based services must be offered to all New York residents (13-17 years and adults) and will be responsive to all types of commercial tobacco users (e.g., smokers of any combustible tobacco product, smokeless tobacco users, ENDS users, those who are not ready to quit, those who have already quit, those who are planning to quit, and those who have relapsed) - Coach Assisted calls (about 79,000 annually)
- Coaching Consultation consisting of telephonic coaching sessions, up to 30 minutes each. The number of calls will be determined by discussion between the coach and tobacco user
- first coaching session will include collection of intake information about the caller’s readiness to quit and encouragement to talk with a health care provider about quitting tobacco
- The option to receive up to 2 additional proactive calls
- Orientation to Internet-based and text support cessation resources, the use of telephonic recorded informational and motivational messages
- Mailing of informational materials and tobacco cessation medication, as appropriate.
- Orientation to Internet-based and text messaging cessation resources, the use of telephonic recorded informational and motivational messages
- Warm transfer to the caller’s health plan cessation program when the health insurance plan offers more comprehensive services than the Quitline
- Referral to Asian Quitline or 855-QUIT-VET Quitline
- For friends and family of tobacco users, Quitline coaches will provide brief advice on helping a tobacco user quit, offer to mail informational materials, and provide information about Internet-based and text support cessation resources.
- Quitline staff will manage inquiries from voice messages, patient referrals for Quitline services from health care professionals and the established digital cessation services
- In response to voice messages, patient referrals for cessation services from health care professionals, and Quitsite inquiries, coaches should expect to complete about 32,200 outbound call attempts annually
- Establish within the first three (3) months of contract start date, and then maintain the following staffed call center hours of operation: Monday through Thursday from 9:00 a.m. to 9:00 p.m. and Friday, Saturday, and Sunday from 9:00 a.m. to 5:00 p.m., except federal holidays
- Quitsite will have registration capability for all Quitline services including telephone coaching,
text messaging, web-based coaching and cessation medication requests.
- Quitsite will allow visitors to chat in real-time (during call center hours) with a coach or choose to enroll in telephone or text messaging cessation services
- Web-based tobacco use treatment education and continuing education credits will be available and offered to all health care professionals including pharmacists contacting the Quitline.
- Quitline vendor to develop and implement an annual plan for promoting telephonic and digital cessation services, and referral systems to the health care provider community
- develop and implement a plan that includes responding to media inquiries to position the NYS Smokers’ Quitline as an expert on tobacco cessation and tobacco dependence treatment systems change
- Quitline vendor will develop, print, and widely distribute materials that can be used to educate the community and health care systems about tobacco use, treatment options, and role of the Quitline.
(2) All questions must be submitted no later than June 30, 2022.

[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, 4 August, 2022

Question Answer Deadline : Thursday, 30 June, 2022

Category : Call Center and Answering, Marketing and Branding

Country : USA

State : New York

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