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CC-2440 - USA (Virginia) - 24 X 7 X 365 Regional Crisis Call Center Services - Deadline September 20,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2440

Government Authority located in Virginia; USA based organization looking for expert vendor for 24 X 7 X 365 regional crisis call center services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 X 365 regional crisis call center services.
- Provide individuals with real-time access to crisis counselors available 24 hours per day, 7 days per week, 365 days per year (24/7/365) through telephonic, text and online chat options
- Triage to assess for additional needs and linkage to appropriate services through warm handoffs to local and regional resources, private and public
- Manage dispatch of mobile crisis teams,
- Provide crisis telephone support and information and referral services to individuals experiencing a crisis, through a toll-free hotline that meets or exceeds standards prescribed with real-time access to a live person 24/7/365. All calls, chats, and texts will be responded to and tracked using a Crisis Call Data platform
- Provide text and chat functional support, triage to assess for additional needs and linkage through warm hand-offs to regional and local resources
- This Regional Crisis Call Center shall participate in the federal National Suicide Prevention Lifeline 988 expansion
- Provide immediate emergency interventions, crisis de-escalation, supportive listening services, information, and referral services through a warm hand-off for community-based or hospital- based services.
- Provide a staffing plan to include clinically trained professionals, paraprofessionals, volunteers, and licensed staff, under appropriate supervision, to address the varying levels and types of crisis calls that may be received 24/7/365
- Ensure all calls will be answered by a staff or volunteer and shall not go to a voicemail system. A staff response is required 24/7/365.
- Ensure a licensed staff member is available 24/7/365 for staff consultation and oversight
- Hire a Community Liaison as a necessary part of the Regional Crisis Call Center to assist in the development of stakeholder relationships while marketing the program the larger community.
- Ensure staff receiving crisis calls are equipped with expertise in delivering telephonic intervention services, triaging the call to assess for additional needs and coordinating connections and providing warm handoffs based on the call center’s assessment of the situation and needs, while being mindful of the preference of the caller.
(2) All the questions must be submitted no later than September 20, 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 premises.

Expiry Date : Tuesday, 20 September, 2022

Question Answer Deadline : Tuesday, 20 September, 2022

Category : Call Center and Answering

Country : USA

State : Virginia

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