CC-2543 - USA (Illinois) - Hotline Answering Service - Deadline January 16,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2543

Government Authority located in Illinois; USA, based organization looking for expert vendor for hotline answering service.

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide 24 X 7 days hotline answering service for the reporting of allegations of abuse, neglect, financial exploitation, and/or death of individuals with mental illness or developmental disabilities.
- Monthly service fee to cover a maximum of 6,000 minutes (approximately 750 calls) per month for in-coming and out-going communications
- During non-business hours or when OIG intake investigators are unavailable to answer hotline calls, the answering service will receive the calls on a roll-over system
- When receiving calls, the Vendor shall be responsible for obtaining the following information to be recorded on an Intake Assessment Form
- caller wants to remain anonymous
- answering service is unable to reach the on-call OIG staff member by phone, the service shall phone the next designated person per the OIG provided phone tree.  The answering service will continue to make calls until an OIG staff member has been reached
- Ensure that all callers are treated in a professional manner at all times
- answering service shall provide access to an audio recording of calls received by the answering service
- answering service shall save recordings of all calls received for a period of at least two (2) weeks from date/time calls are received.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Monday, 16 January, 2023

Category : Call Center and Answering

Country : USA

State : Illinois

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