Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2835

Government Authority located in Nebraska; USA based organization looking for expert vendor for child support enforcement customer call center services.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide child support enforcement customer call center services.  
- Continues to look for ways to improve the quality of its child support customer service practices. Increasing customer access to case information via a specialized customer service call center allows child support staff to devote more time to casework. In addition to the Customer Service Call Center
1. Child Support Central Office: The Central Office is located in Lincoln, Nebraska. Central office staff provide support functions, including supervision of field office activity, data management, system accessibility, policy and legislation formulation, staff training, processing and monitoring county reimbursement claims, budget development, and public relations.
2. Child Support Field Offices: Child Support Field Offices in Nebraska each serve one (1) or more counties. Field offices are located across the state.  There are Child Support supervisors located in North Platte, Hastings, Norfolk, Lincoln, and Omaha. Caseworkers in local field offices serve customers as they walk in, by appointment and by phone
3. Clerks of the District Court: The Clerks of the District Court are responsible for managing court case records for child support and answering questions on the financial records prior to the State Disbursement Unit (SDU) implementation, and for providing information on court cases to agency.
4. County Attorney and Authorized Attorneys:  In Nebraska, the child support program is administered by the Department of Health and Human Services (DHHS) and is operated through state, county, and contract staff and attorneys.
5. state Children Have A Right To Support (CHARTS):  Agency is the automated system for the Child Support IV-D program
6. State Disbursement Unit: agency contracts with the Nebraska State Treasurer for the management and operation of the State Disbursement Unit (SDU). The State Disbursement Unit is a centralized collection and disbursement unit which is located state. The State Disbursement Unit became operational on October 1, 2001. The State Disbursement Unit specialists take telephone inquiries from 7:00 a.m. to 6:00 p.m., Monday through Friday, except on state holidays
7. voice response unit: Customers dialing the voice response unit (VRU) use an identification number to learn the date and amount of their last child support payment, expected payment delivery date, whether or not their payment is being retained by the Child Support (IV­D) agency, the balance owed, whether or not they are paid ahead, and the address, phone number, and office hours of their child support enforcement office.
-  Answer and respond to all incoming calls to the Call Center providing accurate responses to agency internal and external customers according to the desk guide and agency procedures.
- Establish and maintain protocols/processes to ensure responses to customers are given in a courteous and respectful manner.
- Document all calls and follow-up actions using appropriate narration protocols as prescribed in the agency application.
- Provide TDD (Telecommunications Device for the Deaf) access for the hearing impaired.
- Provide multi-lingual support to customers using telephonic interpretation services.
- Update customer information provided during call into charts
(2) All questions must be submitted no later than September 30, 2023.
(3) The contract will be five years.

[*] Eligibility:

Onshore (USA Organizations Only)

[*] Work Performance:

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

Expiry Date : Monday, 23 October, 2023

Question Answer Deadline : Saturday, 30 September, 2023

Category : Call Center and Answering

Country : USA

State : Nebraska

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