CC-1493 - USA (Maine) - Statewide Warm Line Telephone Response Services - Deadline November 15,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1493

Government Authority Located in Maine; USA based organization looking for expert vendor for statewide warm line telephone response services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide statewide warm line telephone response services are an alternative to a crisis line,
- Operate Statewide Warm Line Telephone Response Services from 5:00 p.m. through 12:00 a.m. EST, seven (7) days per week, three hundred sixty-five (365) days per year,
- Warm Line services are staffed by Peer Support Specialists, and generally have Lived Experiences of trauma, that they are willing to speak of and acknowledge,
- Unlike a crisis line, a Warm Line Operator is unlikely to call the police or have a Caller hospitalized if the Caller talks about suicidal or self-harming thoughts or behaviors,
- Warm Line services are designed for the purpose of engaging with adult mental health consumers and developing mutual relationships and connections that lead to growth, change, and development of natural supports in one’s own community,
- Warm Line services assist in the reduction of hospitalization, being a cost effective and non-intrusive, voluntary intervention,
- To be placed in queue until a Warm Line Operator is available, or
- To leave a message, callers must receive a call back from a warm line operator within thirty (30) minutes,
- Warm Line Operators shall stay connected with the Caller during the transfer process, until the Caller no longer requests the Warm Line Operator’s services,
- Maintain telephone equipment and services necessary to support the operation of the Statewide Warm Line Telephone Response Services call center, including but not limited to:
- A system call manager, voicemail, multiple party conferencing capability and handsfree headsets for warm line operators, etc.
(2) A pre-bid conference will be held on September 16, 2019.
(3) All questions must be submitted no later than September 26, 2019.

[C] Eligibility:

Onshore (USA Only)

[D] Work Performance:

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

Expiry Date : Friday, 15 November, 2019

Pre-proposal Conference Date : Monday, 16 September, 2019

Question Answer Deadline : Thursday, 26 September, 2019

Category : Call Center and Answering

Country : USA

State : Maine

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