Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2690

Government Authority located in Connecticut; USA based organization looking for expert vendor for Quitline service.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide Quitline service.
- 24-hour service for inbound and outbound calls should be provided Monday-Sunday. Recorded information with call back capacity for one-on-one cessation counsellors can be used when all phone lines are busy.
- Callers who speak Mandarin, Cantonese, Korean, or Vietnamese will be transferred to the national Asian smokers’ Quitline and video relay capability should be used in addition to a TTY/TTY relay service for those with hearing impairments.
- To prevent the initiation of tobacco use.
- To promote quitting among young people and adults.
- To eliminate non-smokers’ exposure to second hand smoke and aerosol.
- To identify and eliminate the disparities related to tobacco use and reduce its effects on diverse population groups.
- The selected contractor will be responsible for establishing and maintaining a comprehensive, proactive, state-wide toll-free tobacco use cessation telephone counselling Quitline available to all residents. A pro-active Quitline responds to incoming calls with immediate reactive assistance and follows up initial contact with more comprehensive services through outbound (pro-active) calls.
- Telephone counselling services including intake, assessment, disposition, treatment and follow-up, and services must be culturally competent and follow evidence-based practices, principles of motivational interviewing for encouraging behavior change, and a cognitive-behavioral approach to treating tobacco use dependence. Services must assist participants with quitting all forms of tobacco products including electronic nicotine delivery systems and vapor products, both combustible and non-combustible products.
- Core telephone Quitline services must follow a consistent and systematic protocol that should be described in your proposal. At a minimum, services include the ability to receive incoming calls, assess the caller’s readiness to quit, provide counselling including assisting the participant with development of a personalized quit plan, provide nicotine replacement therapy when medically appropriate, refer to relevant ancillary services including local community-based cessation programs, and include self-help educational materials.
- Services should be arranged to avoid long call wait times, busy signals, abandoned calls and voicemail usage requiring call backs. Discuss methods and protocols to limit these types of issues.
(2) All question must be submitted no later than June 12, 2023.
(3) A contract period will be for five years.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Onsite and Offsite.

Expiry Date : Thursday, 13 July, 2023

Question Answer Deadline : Monday, 12 June, 2023

Category : Call Center and Answering

Country : USA

State : Connecticut

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