CC-2544 - USA (Maine) - Peer Support Line Services - Deadline February 15,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2544

Government Authority located in Maine; USA based organization looking for expert vendor for peer support line services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide peer support line services via the peer support line twenty-four (24) hours per day, seven (7) days per week, three hundred sixty-five (365) days per year (24/7/365).
- Provide state-wide peer support line services to callers who are experiencing issues related to mental illness and a co-occurring substance use disorders (SUDs), emotional distress, or trauma.
- Ensure consumers of behavioral health services, community providers, and the public are aware of state-wide peer support line services and how to access the peer support line, as needed, including but not limited to:
a. On-going engagement with crisis services providers to provide education to them regarding state-wide peer support line services;
b. Presentations to peer centers and behavioral health service agencies; and
c. Outreach efforts to engage traditionally difficult to reach individuals.
- Maintain telephone equipment and services necessary to support the operation of the peer support line call center, including but not limited to:  
a. A system call manager;
i. When peer support line specialists are not available callers should be prompted:
1) To be placed in queue until a peer support line specialist is available; or
2) To leave a message.
b. Voicemail;
c. Multiple party conferencing capability;
d. Call abandonment reporting; and
e. Handsfree headsets for peer support line specialists.
- Monitor voicemail and queue to ensure callers receive a call back from a peer support line specialist within thirty (30) minutes.
- Develop and maintain behavioral health crisis (crisis) protocols ensuring peer support line specialists understand, implement, and utilize department-approved protocols, prior to implementation, for use during a peer support line call, including but not limited to:
a. Specific actions required by peer support line specialists when a caller requires immediate support beyond the peer support line; and
b. A process describing how referrals shall be made to the additional services, such as crisis services.
- Determine, in conjunction with the caller, when a caller needs immediate support beyond the scope of the peer support line;
- Connect callers to the appropriate service using a warm transfer when clinical services are needed;
i. Callers shall not be forwarded without a warm transfer. Peer support line specialists shall stay connected with the caller during the warm transfer process, until the caller no longer requests the peer support line specialist’s services.
ii. Peer support line specialists shall engage in efforts with the crisis line operators to communicate about the warm transfer process.
c. Provide an opportunity for new callers to participate in an automated telephone survey prior to disconnecting a call; and
d. Engage frequent callers in a wellness and recovery conversation.  
(2) All questions must be submitted no later than January 30, 2023.
(3) An informational meeting will be held on January 23, 2023.
(4) A notice of intent to bid will be due on February 8, 2023.
(5) Contract term will be two years.

[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 : Wednesday, 15 February, 2023

Pre-proposal Conference Date : Monday, 23 January, 2023

Question Answer Deadline : Monday, 30 January, 2023

Category : Call Center and Answering

Country : USA

State : Maine

Cost to Download This RFP Document : $ 9

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