Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2915

Government Authority located in California; USA based organization looking for expert vendor for 24x7x365 warm line aka friendship line for non-emergency emotional support calls service.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide 24-hour warm line aka friendship line for non-emergency emotional support calls service.
- For a contractor to provide a free statewide warmline for non-emergency emotional support calls for older adults, adults living with disabilities and their caregivers.
- The warm line will be available 24 hours per day, seven days per week, 365 days per year. Proposers will provide services that reach and serve culturally diverse communities.
- Highest call volumes tend to be on Saturdays and on weekdays between 5-9pm at 40-60 calls per hour. (Please note this is an average of a typical week and call volume can vary greatly from day to day).
1) The Contractor shall:
a) Staff at the capacity to accommodate a minimum of 400 inbound calls per day and 100-125 outbound calls per day.
b) Conduct statewide outreach and awareness to increase daily call volume.
c) Promote the use of outbound calls as a supplemental service offering funded via the proposed budget of this agreement.
d) Attend meetings and present information on the warmline as requested by agency.
-  To implement and operate a statewide 24-hour, 7 day a week warmline for non-emergency emotional support calls, for older adults with disabilities, their families, and caregivers. Services will be provided by live operators, 24 hours per day, seven days per week, 365 days per year. Funding for this work is pursuant to the Older Adult Behavioral Health Augmentation.
-  including having submitted evidence of a minimum of two years of experience with client management and data reporting, as well as general contractual requirements mandated by agency
- In general, the awardee will provide:
1) A statewide toll-free non-emergency warmline to deliver emotional support services using live operators 24 hours per day, 7 days per week, 356 days per year.
2) A statewide toll-free phone service for:
a) English Speakers
b) Speakers of languages other than English shall receive use of a language line or interpreter service or a provision to have a "call back" in their preferred language as part of this agreement.
c) Individuals in an inclusive and culturally competent manner for different racial and ethnic backgrounds and LGBTQIA+ callers.
d) Callers who are hearing impaired.
e) Callers with dementia or cognitive impairments.
3) Make services available statewide to older adults, adults with disabilities, their families, and caregivers.
4) Conduct outbound calls statewide to older adults, adults with disabilities, their families, and caregivers, as requested by callers or as directed by agency.
5) Develop and implement a marketing and outreach plan in conjunction with agency Communications team, that creates awareness of services and results in an increased call volume statewide for the toll-free warmline.
6) Design or have in place, a system to identify, track, and report the number of inbound calls, number of outbound calls, daily average call length, daily average waits times, daily number of abandoned calls, daily number of paid staff and volunteers returning calls, languages spoken by callers, referral source/network utilization where applicable, unique callers per month, and purpose of every inbound and outbound call.
7) Provide other referrals and resources upon request, including referrals to agency for additional services and supports.
8) Provide social reassurance calls to individuals requesting a regular phone call on specified days at specified times.
9) Attend meetings and present information on the warmline as requested by agency.
(2) Approximately an average of 250-300 inbound calls per day are received to the existing phone service.  
(3) Staff at the capacity to accommodate a minimum of 400 inbound calls per day and 100-125 outbound calls per day.
(4) A virtual pre-bid conference will be held on November 17, 2023.
(5) All questions must be submitted no later than November 20, 2023.    
(6) The contract period will be three 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 : Friday, 1 December, 2023

Pre-proposal Conference Date : Friday, 17 November, 2023

Question Answer Deadline : Monday, 20 November, 2023

Category : Call Center and Answering

Country : USA

State : California

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