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CC-2483 - USA (New Jersey) - After Hours Hotline Services - Deadline November 3,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2483

Government Authority located in New Jersey; USA based organization looking for expert vendor for after-hours hotline services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide after hours hotline for the office on aging, disabilities and community programming services.
- Provide an afterhours telephone hotline week day 4:30 pm to 8:30am.
- Provide an afterhours telephone hotline 24 hours Saturday and Sunday.
- Provide an afterhours telephone hotline 24 Hours on days the county is closed due to an emergency.
- Provide an afterhours telephone hotline 24 hours on county holidays (16 holidays in 2023, subject to change).
- Provide an afterhours telephone hotline 12pm- 12pm Christmas eve and New Year’s Eve.
- Provide trained call specialists to provide referrals to the office of aging, disabilities and community programming for adult protective service referrals.
- Access to or provide interpreter services and TTY accessibility.
- Process a call volume of a minimum off 300 calls per year.
- Uphold the confidentiality of all caller records and appropriate measures taken in reporting any specific client information by telephone, by fax or email.
- Hotline provider staff must sign confidentiality agreement ensuring privacy of callers, information exchange shall only be accomplished with permission of the caller.
- Provide quarterly reports by the 15th of the month following the close of the quarter to include caller or client information, reason for the call, and call volume for the previous month. Wrong numbers or hang-up calls may be reported in number of calls only.
- Shall not discriminate on the basis of race, color, religion (greed), gender, gender expression, age, national origin (ancestry), disabilities, marital status, sexual orientation or military status, in any call or referral.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

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

[E] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Thursday, 3 November, 2022

Category : Call Center and Answering

Country : USA

State : New Jersey

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