Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2409

Government Authority located in Washington; USA based organization looking for expert vendor for traumatic brain injury information and referral services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide traumatic brain injury information and referral (TBI I&R) services by trained information and referral specialists and community resource specialists with delivery in a variety of ways that support persons experiencing TBI with short-term assistance in linking to long-term services and supports.
- Single or Regional Call Centers. To include a backup communications plan if call center is required to be shifted to another location.
- Call center(s) providing service from 8 a.m. to 4 p.m., up to five days a week, excluding holidays. A mechanism for callers to leave voicemail messages is required for after-hours and weekends. The Contractor will return phone calls to voicemail messages made afterhours within one (1) working day of receipt of the message.
- Establish standards and responsibilities for the call center(s).
- Be able to provide service after a natural or human-caused disaster for extended hours as agreed upon by the contractor and TBI coordinator.
- Employ a staff of sufficient size to support the I&R services. Staffing model will be reviewed on a quarterly basis using data reporting, collection of information, and resource assistance provided.
- Maintain an email service which provides contact options for I&R recipients and the public seeking information, referral, and resources.
- Ensure that I&R services are accessible from all communication devices and channels (e.g., telephone, email, instant messaging, text and SMS, online chat, video relay service, social media, or
other access methods).
- Provide barrier-free access to language support and translation assistance.
- Identify primary point(s) of contact [the Key Contacts] for all communications between the
contractor and TBI coordinator.
- Integrated call routing with regional centers and reporting on the number of calls related to TBI that are handled by the telecommunication system.
- Answer all incoming correspondence (phone, email, text, etc.,) by trained I&R staff. Determine if the person has self-reported TBI during the collection of I&R demographics.
- Provide routine oversight of the telecommunication system.
- Resource database information website available on a 24-hr. basis to the public.
(2) All questions must be submitted no later than August 5, 2022.
(3) Contract term will be two years.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Friday, 19 August, 2022

Question Answer Deadline : Friday, 5 August, 2022

Category : Call Center and Answering

Country : USA

State : Washington

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