Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2398

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

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide California vs hate resource line and network care coordination services.
-The contractor shall develop a call center and response and resource line and has secured a toll-free number in which calls will be routed to the contractor’s destination phone number.
- 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 endeavor to sustain a maximum wait time of three (3) minutes to answer calls during the business hours.
- Review and respond to online submissions within twenty-four (24) hours from Sunday to Thursday and by the following Monday if submitted Friday or Saturday.
- Timely responding to live callers, submitted voicemails, and online and/or mobile platform submissions.
- Developing care plans that summarizes screening results, a care pathway to community resources, referral services provided, and referral outcomes that can be saved and/or transferred into an electronic database record keeping system.
- This portal will be accessible on mobile devices as well as laptops and other computers.
- The total number of call or submissions received, including those through chat and text function, hotline calls, and online submissions.
(2) Approximately call volume will be:
- Approximately 6,000 – 10,000 calls for Year 1 – September 1, 2022 or Upon Approval through June 30, 2023.
- Approximately 10,000 – 18,000 calls for Year 2 – July 1, 2023 through June 30, 2024.
- Approximately 10,000 – 18,000 calls for Year 3 – July 1, 2024 through June 30, 2025.
- Approximately 12,000 – 20,000 calls for Year 4 (Optional) – July 1, 2025 through June 30, 2026, and
- Approximately 12,000 – 20,000 calls for Year 5 (Optional) – July 1, 2026 through June 30, 2027.
(3) All questions must be submitted no later than July 20, 2022.

[*] Eligibility:

Onshore (US Organization Only);

[*] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Friday, 29 July, 2022

Question Answer Deadline : Wednesday, 20 July, 2022

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

Country : USA

State : California

RFP Expired

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