Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2858

Government Authority located in Massachusetts; USA based organization looking for expert vendor for elder abuse hotline answering and processing services.

[*] Budget: Looking for Budget

[*] Scope of Service:

(1) Vendor needs to provide elder abuse hotline answering and processing services.
- Call volume:
1. Weekday Calls - Monthly Average - 1,043
2. Night Calls - Monthly Average – 476
3. Weekend and Holidays - Monthly Average - 89
- Call Answering and Processing Services includes answering all incoming calls by a live operator, managing the intake of Protective Services reports using a Script provided and receiving limited written reports from other state agencies.
- On a 24/7 bases when certain criteria are met, operators will contact a designated Protective Services Agency worker.
- The Contractor must operate 24 hours a day, seven days a week, 365 days/year including state and federal holidays and continuous operations during all emergencies, including, but not limited to, weather and public safety emergencies.
- The Hotline must maintain continuous operations for Business and Non-Business Hours with no uncovered    gaps in time.  All capabilities, operations and functional capacity, as identified in the remainder of Statement of Word requirements, must be available and operational for all the timeframes noted.
- The Contractor shall:
• Receive and process voice and TTY Calls;
• Have capacity to receive and process calls, when caller does not speak English or has limited English proficiency, including interpreter and translation services.  
• Receive and process verbal or written intake referrals from other state agencies.  
•  Transfer a call to another state and local agencies without endig the call (I.e., a “warm transfer”).
• Utilize the current phone number (1 (800) 922-2275);  
• Maintain continuous operations in the event of a power or systems outage;
• Maintain continuous operations in the event of a telecommunications outage on a large or system specific level through backup systems, cell phones and paper reports.  
• Have a Continuity of Operations Plan detailing how operations will be maintained during an emergency or hazard situation.  
• Maintain systems sufficient to process call volumes (see below), which provide a basis for call volume projections, but systems must be capable of processing actual call volumes);  
• Maintain systems that allow for appropriate management of calls and expeditiously moving callers to an intake worker, which includes no messages being left; ability to complete Triaging of Calls and move urgent matters to the forefront; and systems to mitigate and minimize and/or eliminate Wait Times for callers;
• Monitor calls for quality assurance purposes and provide agency access to the monitoring mechanism;  
• Ability to record all calls and retrieve digitally recorded calls and provide to agency on request; and,
• Capability to continuously access the online report system, including making any necessary upgrades to maintain such access over the length of any Contract, and utilize the agency online database and enter information directly into the system.
(2) All the questions must be submitted no later than October 12, 2023.
(3) Contract period will be for six years.
(4) A Pre-bid meeting will be held on October 16, 2023.

[*] Eligibility:

Onshore (USA Organization Only)

[*] Work Performance:

Performance of the work will be Onsite/offsite

[*] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Wednesday, 15 November, 2023

Pre-proposal Conference Date : Monday, 16 October, 2023

Question Answer Deadline : Thursday, 12 October, 2023

Category : Call Center and Answering

Country : USA

State : Maryland

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