Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2616

Government Authority located in Washington; USA based organization looking for expert vendor for 988 national suicide prevention lifelines crisis call center and behavioral health integrated referral system.

[*] Budget: Looking for Proposal

[*] Scope of Service:

Vendor needs to provide 988 national suicide prevention lifelines crisis call center and behavioral health integrated referral system.
- The Call Center the 988 NSPL Crisis Call Center Platform: The 988 Lifeline crisis call center system platform that will be used by NSPLs will need to support the functionalities listed below either via the platform and/or leveraging third party vendor applications:
• Receive calls, texts, and chats via the 988 number
• Document the call information including the safety plan
• Provide for early identification of tribal affiliation
• Share relevant information with the Integrated Referral System
• Create and share reports (e.g., related to outcomes).
- There are three 988 Lifeline-accredited NSPLs in State that answer 988 Lifeline calls:
- Crisis Connections serves County as the 988 NSPL provider, as well as the 24/7 County Regional Crisis Line provider, and the County 211 provider. Crisis Connections also provides 24/7 regional crisis lines for 8 counties
• establish needed connections
• support information sharing and coordination
• support and follow protocols for Tribal members outlined in the Tribal Crisis Coordination Protocols;
• support referrals (e.g., between crisis providers and other providers); and
• produce needed reports (including outcomes).
• APIs (Application Programming Interfaces) are preferred for any exchange of data in between systems. Agency uses MuleSoft for API management.
• Allow the state to dynamically expand and contract capacity quickly to respond to business needs, such as handling peak capacity periods.
• Support needed storage consistent with data retention policies.
• Reduce cost by not owning hardware and infrastructure.
• Enable robust security across applications.
• Share and leverage best practices that have been developed across the industry and more quickly respond to industry changes.
• More effectively plan, track, and monitor development, administration, and operations costs.
• Limit code development as much as possible to configuration.
• Implement new features on shorter and predictable implementation cycles.
- All vendor hosted solutions will be required to complete and pass an office of the chief information officer office of cyber security design review before any production data can be stored, processed, or transmitted in accordance
• Utilizing new technologies to improve clinical outcomes by creating an interconnected system capable of streamlined information sharing and coordination amongst different partners.
• Establishing KPIs and benchmarks to track system improvements to track business process for improvement.
• Developing new ways for consumers to interact with the system by providing new technological tools to access and change information related to their choices in care.
- The system must support:
• Encounter Intake (Call/SMS/Chat): Ability to create, assign, receive, track, and record information in real time from crisis callers who contact the call center via call/SMS/chat. In addition, transcripts of calls/SMS/chats are required.
• In-State Call Routing: Use the 911 technical infrastructure, Emergency Services IP Network, Computer Aided Dispatch (CAD) systems) to support real-time in-state call routing while aligning with national call center efforts.
• Global Positioning System or Geolocation location of caller: Receive caller location information in the future
• Caller Account History: Create, maintain, and use caller history and link Person Accounts (unless anonymous) to multiple encounters, referrals, and alerts.
• Crisis Alerts: The platform must have the capacity to create and share crisis alerts.
• Crisis Referrals: The platform must support referral management (i.e., the capacity to search, create, track, and close the loop on referrals to crisis responders, behavioral health providers, and social service organizations/services when needed).
• Provider Integration: The platform and system must support the ability to:
• Send and receive electronic information from providers
• Retrieve and use electronic information sent by providers.
• Provider Portal
• Workforce Management: The platform and system must support the ability of the call center to manage staff in real-time and following the conclusion of crisis calls.

[*] Eligibility:

Onshore (USA Organizations Only)

[*] Work Performance:

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

[*] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Tuesday, 30 May, 2023

Category : Call Center and Answering, Software, System and Application

Country : USA

State : Washington

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