Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2602

Government Authority located in California; USA based organization looking for expert vendor for citywide crisis lines services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide citywide crisis lines services.
- Crisis Line #1: Citywide Suicide Prevention and Crisis Line;
- Crisis Line #2: Drug Relapse Prevention Line;
- Crisis Line #3: HIV Crisis Line; and
- Crisis Line #4: Behavioral Health ACCESS Line off-hours program.
- Provide services equitably and accessibly during the prescribed hours which include 24-hour, 365 days a year
- Associated services shall include crisis intervention, telephone triage, counseling and support, referrals to mental health and substance use treatment programs, coordination of deployment of mobile crisis teams, and outreach training to all city residents
- Track the incoming call back to the originating crisis line.
- The Contractor shall establish and maintain a service delivery model where at least 95% of the received calls, chats and texts must be answered in a timely manner in accordance with state, federal, and accreditation requirements or under 60 seconds when no other requirements are in effect
- Coordinate with emergency services to trace calls and coordinate with mobile crisis, ambulance and police resources when needed.
1. Citywide Suicide Prevention and Crisis Line:
- Provides crisis call services 24-hours, 365-days-per-year, including crisis intervention, telephone triage, counseling and support, referrals to mental health and substance use treatment programs, coordination of deployment of mobile crisis teams, and outreach training to all city residents, community partners and the city behavioral health system of care.
- Receive calls transferred calls from 911, 311, comprehensive crisis services, the behavioral health access line, and other provider lines.
2. Drug Relapse Prevention Line:
- Including telephone triage, counseling, referrals to substance use treatment services and outreach training to all city residents, community partners, and the city behavioral health services systems of care.
3. HIV Crisis Line:
- The HIV Crisis Line should have staff that are trained in the basics of HIV disease care and prevention and have access to and a working knowledge of HIV resources, including referrals to HIV care services in city.
4. Behavioral Health ACCESS Line Off-Hours Program:
- Include night, weekend, holiday, and staff meeting coverage; monitoring and training all program staff to ensure proper handling and documentation of coverage line calls; and determining if a call is an emergency, urgent, or routine.
- Agency supports the deaf community 24-hours a day, seven days a week using a dedicated, toll-free TTY/TDD line.
(2) All questions must be submitted no later than March 29, 2023.

[*] 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 : Wednesday, 12 April, 2023

Question Answer Deadline : Wednesday, 29 March, 2023

Category : Call Center and Answering

Country : USA

State : California

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