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CC-2604 - USA (Indiana) - Consumer Line Service - Deadline April 17,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2604

Government Authority located in Indiana; USA, based organization looking for expert vendor for consumer line service.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide consumer line service for call-center operations related to three (3) toll-free, consumer hotlines.
1. Consumer Service Line
- Established to allow consumers and their families to express complaints or compliments about the services they receive, treatment, procedures, rights, and policies at Indiana mental health and addiction service providers to the Division of Mental Health and Addiction.
- It is available Monday - Friday, 8:30am – 5pm EST. The Consumer Service Line receives an estimated one thousand (1,000) calls each fiscal year on average.
2. Federal Addictions Hotline
- a confidential and free information service for individuals and family members facing substance abuse and mental health issues. This service provides referrals to local treatment facilities, support groups, and community-based organizations.
- It is available twenty-four hours a day, three hundred sixty-five (365) days a year. The Federal Addictions Hotline receives an estimated five thousand (5,000) calls each fiscal year on average.
3. Indiana Problem Gambling Hotline
- a confidential and free access point to local resources for those seeking help for a gambling problem. It is available twenty-four hours a day, three hundred sixty-five (365) days a year.
- Calls from the National Problem Gambling Hotline are routed directly to the Indiana Hotline as well. The Problem Gambling Hotline receives an estimated four thousand (4,000) calls each fiscal year on average.
- The majority of calls for all three hotlines are received during normal business hours (8a – 5p). The selected respondent must be able to connect callers directly with providers via telephone.
- Complaints or compliments received through the consumer service line must be reviewed and assigned a code, based on the nature of the call and urgency with which it should be addressed
- Information related to these calls, such as consumer name, call code, and response time, will then be sent securely to both the appropriate provider about whom the complaint and compliment was filed for response and for review on a -approved email format.
- The selected respondent will complete outcome surveys with at least ten percent (10%) of callers to each hotline, to ensure quality of service and referrals, and include that information in the monthly reports.
- This shall include social media communication options, including but not limited to two-way text messaging, and chat functionality.
(2) A pre-bid conference will be held on March 17, 2023.
(3) All questions must be submitted no later than March 20, 2023

[*] Eligibility:

- Onshore (USA Only)

[*] Work Performance:

- Performance of the work will be Onsite and Offsite.

Expiry Date : Monday, 17 April, 2023

Pre-proposal Conference Date : Friday, 17 March, 2023

Question Answer Deadline : Monday, 20 March, 2023

Category : Call Center and Answering

Country : USA

State : Indiana

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