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CC-2503 - Canada (Ontario) - Crisis Call Diversion Crisis Worker Job Services - Deadline December 16,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2503

Government Authority located in Ontario; Canada based organization looking for expert vendor for crisis call diversion crisis worker job services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide crisis call diversion crisis worker job services to work with call takers and dispatchers to divert non-emergent crisis calls away from a police response and toward a more appropriate mental health and community and social support response.
- Prepared and available to take calls during a pre-determined service delivery timeframe. Service delivery timeframes will be provided to the vendor as soon as possible and at minimum ten (10) business days prior to the commencement of the service delivery timeframe.
- Ability to build connection, rapport, and provide empathetic listening to individuals over the phone.
- Utilize active listening skills and the crisis intervention model to engage callers in de-escalation.
- Accurately and thoroughly assess appropriate calls using crisis call diversion (CCD) assessment tools.
- Work collaboratively with the caller to learn more about the issues contributing to their crisis and educate, explore, and share alternative options to emergency services.
- Provide brief, solution-focused support to callers.
- Access provincial system navigation resources to offer variety of information resources and referrals within the caller’s home location.
- Comply with organizational policies, of both the vendor and agency, when interacting with individuals, utilizing technology, completing follow up work, and communicating with agency and community partners.
- Complete documentation for every call for service handled in a timely manner, clearly outlining the nature and outcome of the call.
- Follow CCD policies and procedures related to punctuality, time management, and compliance with scheduled service delivery timeframes.
- Ability to maintain existing connection to the Vendor’s crisis team, and promote positive collaborative relationships with team members, and management. Demonstrates a degree of problem solving, communication, listening, cooperation, and productivity skills while collaborating with others to achieve CCD program goals.
(2) All questions must be submitted no later than November 29, 2022.
(3) Contract term will be three years.

[C] Eligibility:

- Onshore (Canada Organization Only);

[D] Work Performance:

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

Expiry Date : Friday, 16 December, 2022

Question Answer Deadline : Tuesday, 29 November, 2022

Category : Call Center and Answering

Country : Canada

State : Ontario

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