Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2611

Government Authority located in California; USA based organization looking for expert vendor for after-hours access line services.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide after-hours access line services to receive reports of elder or dependent adult abuse.
- 24 Hour Hotline to receive reports of elder or dependent adult abuse
- system to respond immediately to any report of imminent danger
- comprehensive case management services to include an assessment and development of a service plan
- Most calls to the 24-hour APS Reporting Line are received by the AIS Call Center during regular business hours (8:00 AM to 5:00 PM Monday through Friday).
- Calls received after regular business hours (after-hours) during Fiscal Year 2022-2023 have averaged approximately 900 calls per month.
- All hours during each week, outside of the AIS Call Center regular hours: 8:00 AM to 5:00 PM Monday, Tuesday, Wednesday, and Friday and 10:00 AM to 5:00 PM on Thursday. Outside regular hours means between midnight the previous day and the AIS Call Center start time, and between the AIS Call Center closure time and midnight.
- 24-hours on Saturdays and Sundays.
- Normal business hours during emergency situations
- Answer calls within the first three rings.
- Respond calmly and accurately to crisis calls.
(2) A pre-proposal conference will be held on March 22, 2023.
(3) All questions must be submitted no later than March 28, 2023.
(4) Contract period will be one year.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Monday, 17 April, 2023

Pre-proposal Conference Date : Wednesday, 22 March, 2023

Question Answer Deadline : Tuesday, 28 March, 2023

Category : Call Center and Answering

Country : USA

State : California

Cost to Download This RFP Document : $ 9

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