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CC-2547 - USA (Oregon) - Telephone Hotline Service - Deadline March 15,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2547

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

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 X 365 days telephone hotline service.
- The successful Proposer should have local knowledge of the Substance Use Disorder provider community and current resources or a demonstrated plan and motivation to acquire this knowledge;
- The successful Proposer must be flexible with its protocols and empower staff to improvise as needed in order to best meet the needs of the caller;
- The successful Proposer must have the technology to meet the statewide telephone hotline needs (including phone, texting, web chat), the ability to receive 50+ transferred phone lines, direct connections with 911, 988 and other phone lines needed to obtain acute care, access to TTY (text to voice) and language translation services for callers needing them, the ability to generate standard hotline statistics such as wait and hold times, the ability to confidentially gather, record and transmit caller demographic and clinical data, and the ability to maintain a current provider database with contact information that can be provided to any caller.
-The successful Proposer must have a plan to engage other community resources, such as the 911 and the 988 hotlines, especially when the determination is made that a caller has an urgent need for services such as the mobile crisis unit service.
- Assess a caller’s need for immediate medical care or other treatment and determine what acute care is needed and where it can be provided, collaborating with other community resources such as the 988 hotlines to ensure acute needs are met.
- Maintain a single, toll-free number for caller and texters to access Drug Addiction Treatment and Recovery Act services
- Include staff sufficient to answer calls from and provide screenings in a timely manner to anyone in the state of with a need and desire to access substance use treatment or recovery services
- Successful Proposer shall develop information material about the telephone hotline and appropriate advertising of the Telephone number statewide. Advertising shall consist of both web-based and printable materials and provide Information about how to access a screening, what types of services are available and how to waive a Class E citation.
- Successful Proposer shall meet at least quarterly with each Behavioral Health Resource Network to maintain collaboration and updated referral information regarding services available in every county.
- Additional information on the data elements to be collected, individual, aggregated and service-level, is provided in attached documents.
- Total number of calls, texts and emails for each
- Phone line call answer times will not exceed thirty seconds for 90% of calls answered.
- There will be no hold time prior to a warm handoff, for 90% of calls
- Answer rate will be reported along with the average call answer time, and average hold times in the rare case that a caller is placed on hold, every quarter;
- Telephone services must be available to callers 99% of the time.
(2) A pre-bid conference will be held on February 7, 2023.
(3) All questions must be submitted no later than February 21, 2023

[C] Eligibility:

Onshore (USA organization Only)

[D] Work Performance:

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

Expiry Date : Wednesday, 15 March, 2023

Pre-proposal Conference Date : Tuesday, 7 February, 2023

Question Answer Deadline : Tuesday, 21 February, 2023

Category : Call Center and Answering

Country : USA

State : Oregon

Cost to Download This RFP Document : $ 9

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