CC-2687 - USA (North Dakota) - Recovery Talk Program Services - Deadline June 2,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2687

Government Authority located in North Dakota; USA based organization looking for expert vendor for recovery talk program services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide recovery talk program services.
- Recovery Talk support service, a 24-hour, seven days a week, non-crisis, telephone, and text line to individuals with a substance use disorder
- Ensure any staff answering the phone/text line
- Work with the current vendor to transfer the recovery talk phone number
- Ability for incoming and outgoing calls and texts. This phone number shall be used solely for recovery support services.
- Develop and implement a written process for the supervision
- Event an individual they are supporting experiences negative consequences due to substance use (i.e., return to use, overdose, suicide, death, etc).
- Ensure policies regarding Recovery Talk and personnel files of the program coordinator and staff/volunteers will be available to state,
- To observe any task being carried out by staff/volunteers providing recovery support services at any given time within the contract period.  
- Any documentation, forms, brands, phone numbers, and data are and will be property of state.
- Ensure all calls and texts are answered 24-hours a day, seven days a week
- Provide recovery support services to individuals who call or text the Recovery Talk phone number
- Ensure individuals who call or text recovery talk may remain anonymous at their request
- Outgoing call or text recovery support services
- Develop and apply process
- To receive calls and/or texts from the recovery talk program. The application shall be available for use by individuals and referral sources, including, but not limited to, treatment centres, community-based services, and homeless shelters.
- Identify a process and logistics for receiving and storing an application in a confidential manner
- Create and document a plan for on-going support that is person-cantered and based off initial application and on-going communication.
- Develop and maintain an updated referral manual that identifies state-wide and community-based services and supports, including, but not limited to, treatment programs, housing, employment, and support groups. Successful offeror shall utilize the referral manual to provide resources for individuals
- Develop a plan for crisis calls to include a process for a warm hand-off
- Develop a unique identifier for everyone to be tracked throughout the recovery support services, as applicable
- Total number of unique individuals utilizing the service
- Total unduplicated number of individuals utilizing the service
- Total number of calls
- Number of calls per unique individual
- Participants identifying progress on goals such as recovery, stability, etc.
- Ensure all communication (i.e. media, partnership meetings, stakeholders contacts, etc.) regarding Recovery Talk must acknowledge
- Develop and submit a communication and promotion plan for Recovery Talk with the goal of increasing awareness and access to the service.
- Promote the program state-wide to referral sources.
(2) All question must be submitted no later than May 18, 2023.

[*] Eligibility:

- Onshore (US Only)

[*] Work Performance:

- Performance of the work will be Offsite.

Expiry Date : Friday, 2 June, 2023

Question Answer Deadline : Thursday, 18 May, 2023

Category : Call Center and Answering

Country : USA

State : North Dakota

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