Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2829

Government Authority located in California; USA based organization looking for expert vendor for 24 X 7 high tech call center service.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide 24 X 7 X 365 days high tech call center service for phone support, information, behavioral health triage/screening, crisis services, and service linkage for calls made to the County’s toll-free 24/7 telephone number known currently as the 24/7 Access and Crisis Line.
- coordination of crisis care in real-time, with access to a live person every moment of every day and be equipped to take all calls with expertise in delivering telephonic intervention services, triaging the call to assess for additional needs, and coordinating connections to additional support based on the assessment of the team and the preference of the caller
- calls received by the existing 24/7 Access and Crisis Line, the County expects the new Center to also receive calls from the County’s 988 phone number within two years
- High-Tech Call Center will also dispatch Mobile Crisis Outreach Teams into the community to support callers whose crisis needs surpass phone-based interventions.
- Provide 24/7, “no wrong door*,” BH crisis services to individuals in the community regardless of insurance, mental health, substance use
- Handle all incoming County Access and Crisis calls, additionally handling future forwarded 988 calls. This would include forwarding callers to 988 if the caller is not in crisis, but needs a warm-line and/or connecting callers with local dispatch if there is an imminent safety risk requiring 911 response.
(2) Approximately call volume will be 6,000 calls.
(3) An optional pre-proposal conference will be held on September 26, 2023.
(4) All questions must be submitted no later than October 10, 2023.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Thursday, 26 October, 2023

Pre-proposal Conference Date : Tuesday, 26 September, 2023

Question Answer Deadline : Tuesday, 10 October, 2023

Category : Call Center and Answering

Country : USA

State : California

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