Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2522

Government Authority located in North Dakota; USA based organization looking for expert vendor for inbound and outbound recovery talk program service.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide inbound and outbound recovery talk program service.
- Successful offeror shall provide recovery talk support service, a 24/7 confidential, non-crisis, telephone, and text line to individuals with a substance use disorder.
- Successful offeror shall hire certified peer support specialists (PSS) with lived experience with a substance use disorder.
- Successful offeror shall provide support that is individualized and confidential.
- Successful offeror shall work with worldwide interpreters (WWI) to transfer recovery talk phone number to successful offeror.
- Successful offeror shall have the ability for incoming and outgoing calls and texts. This phone number shall be used solely for recovery support services.
- Successful offeror shall develop and implement a written process for the supervision of certified PSS that includes providing check-ins and reviews and supporting certified PSS in the event an individual they are supporting experiences negative consequences due to substance use (i.e., return to use, overdose, death, etc).
- Successful offeror shall hire and train a program coordinator who communicates with state throughout the life of the contract.
- Successful offeror shall participate in training and technical assistance provided by state.
- Successful offeror shall ensure policies regarding recovery talk and personnel files of the program coordinator and staff and volunteers will be available to state upon request.  
- State may request to observe a task being carried out by staff and volunteers providing recovery support services at any given time within the contract period.  
- Successful offeror shall provide recovery support services to individuals who call or text the recovery talk phone number, and, if the individual should choose, the ability for the individual to remain anonymous.
- Successful offeror shall ensure all calls and texts are answered 24/7 by a certified PSS with lived experience and ensure texts are responded to in a timely manner.
- Successful offeror shall provide outgoing call or text recovery support services to individuals who identify they wish to have a certified PSS initiate and sustain contact.  
- Successful offeror shall develop and maintain a referral manual that identifies state-wide and community-based services and supports, including, but not limited to, treatment programs, housing, employment, and support groups. Certified PSS shall utilize the referral manual to provide resources for individuals. Successful offeror shall keep referral manual up to date.
- Successful offeror shall have a plan for crisis calls and return to use, which shall include a process for a warm hand-off to the crisis hotline.
- Successful offeror shall collect outcomes as agreed upon with state.
- Successful offeror shall ensure all communication (i.e., media, partnership meetings, stakeholders, etc.) regarding efforts related to this project must acknowledge the project is an effort by state.
- Successful offeror shall include state logo on documentation created for the purpose of communication and marketing of the program.
- Successful offeror shall develop a plan with state to market the recovery talk program with the goal of increasing awareness and access to the service.
(2) All questions must be submitted no later than December 21, 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, 20 January, 2023

Question Answer Deadline : Wednesday, 21 December, 2022

Category : Call Center and Answering

Country : USA

State : North Dakota

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