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CC-2852 - USA (Illinois) - Domestic Violence Hotline Service - Deadline October 23,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2852

Government Authority located in Illinois; USA based organization looking for expert vendor for domestic violence hotline service.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide 24 X 7 domestic violence hotline service to reduce domestic violence through providing survivors and others who contact the hotline with information, safety planning, and resources or referrals to supportive services.
- provided training and orientation, including but not limited to, the standard 40-hour domestic violence core certificate training as well as basic crisis intervention skills, training in call taking procedures, and data collection
- Agency must develop a staffing plan to address contact volume that may exceed 100 per weekday
with the heaviest call volume between 7AM and 7pm; weekend or holiday call volume is 50 between 7AM and 7PM.
- Staff must respond to calls from a variety of community stakeholders including law enforcement, clergy, medical personnel, employers as well as concerned family and friends of domestic violence victims.
- provide a physical site location for the Call Center
- The application must include the address, a description of the call center, and exterior and interior photos.
- The site must be available 24/7 for hotline operations and serve as a centralized site for operations and staffing.
- emergency plan will include transferring calls during interruptions to the National Domestic Violence Hotline or acceptable alternative.
- Average handling time of calls.
- Primary language and calls that use the language bank.
- Calls received by staff shifts to provide peak volume of calls.
(2) A pre-proposal webinar will be held on September 29, 2023.
(3) All questions must be submitted no later than October 2, 2023.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Monday, 23 October, 2023

Pre-proposal Conference Date : Friday, 29 September, 2023

Question Answer Deadline : Monday, 2 October, 2023

Category : Call Center and Answering

Country : USA

State : Illinois

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