Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2496

Government Authority located in California; USA based organization looking for expert vendor for 24/7 access line services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide 24/7 access line services.
- Operate the 24/7 access line for the county.
- 24/7 Access Line using their own existing call center, and providing call center agents.
- Promptly answered calls 24 hours, 7 days per week including holidays
- Include Language translation and TTY capability
- Provide brief information, screening, and referral services
- Utilize skilled staff capable of managing interactions with those experiencing mental health and substance use disorder conditions
- Statewide toll-free line will provide seamless telephone access to county services including specialty mental health services and substance use disorder services.
- Call processing and logging is based upon the designations of crisis, urgent, or routine.
- The line must be operated 24/7, answered by a live person, and capable of responding in the caller’s identified or requested language.
•  Call Center Agents shall:
- Keep a log of all calls including name, date, and disposition, which must be logged within 24 hours of the call
- Provide general information about how to access county behavioral health services based upon county provided information
- Provide follow-up information for those callers who call outside of business hours for urgent or routine services
- Provide warm handoff with county’s butte county department of behavioral health crisis response team 24/7 when caller is experiencing crisis level of need, regardless of insurance coverage
(2) All questions must be submitted no later than November 16, 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 : Monday, 5 December, 2022

Question Answer Deadline : Wednesday, 16 November, 2022

Category : Call Center and Answering, Staffing Services

Country : USA

State : California

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