Posted Date : September 04,2021
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : CC-2086
Government authority located in Nevada; USA, based organization looking for expert vendor for 211 information and referral, data system and 211 call center services.
[A] Budget: Looking for Proposal
[B] Scope of Service:
(1) Vendor needs to provide 24 X 7 X 365 days 211 information and referral, data system and 211 call center services to manage and operate 211 call services, as well as a related database, website, chat, and text messaging service.
- 2-1-1 is an easy to remember telephone number that connects people with important community services
- able to access the I&R call services by dialing 2-1-1 from their business, residential or mobile phone
- call specialists must be highly trained I&R professionals who use interviewing and listening skills to determine the needs of the caller
- public can visit the website to search for health and human resources, as well as live chat with211 call specialist to assist in looking for resources
- Maintain an up-to-date and comprehensive 211 database system with detailed information on health and human services agencies, sites, and programs
- Manage, keep current, and maintain the licenses for the Nevada 211 website
- Manage, keep current, and maintain the licenses for the two Nevada 211 mobile apps available in the Apple app store and Google Play
- Maintain an up-to-date plan to effectively respond to community disasters and emergencies, and actively assist
- system can be based out of centralized call center(s) and/or via call specialists who work remotely
- 211 contact services, whether they are provided at a centralized call center and/or via remote call specialists, as described in this section
- establish and implement a system to provide statewide information and referral (I&R) call services 24 hours/7 days a week/365 days a year through the primary 211 phone number, as well as the toll-free number (866-535-5654), texting number (898-211), and website chat
- call services will accept all incoming calls, including text messages and chats, and will provide services necessary to determine the purpose of the call and then identify the proper resources to provide the caller
- call services shall provide high-quality customer service, focusing on the accuracy of information provided, the completeness of information, and the listening skills needed to assist individuals potentially in crisis.
- call services shall support inbound calls in both English and Spanish
- system, including the server, must have advanced security measures. The vendor should describe their security system, including firewalls and back-up systems should the primary systems fail
- system must have unlimited expansion capability
- vendor shall provide necessary staff to maintain voice and data networking equipment and must be available if necessary to troubleshoot problems
- website must remain connected to the database used by the 211 call specialists
- maintaining the two current 211 apps: the 211 mobile app and the 211 youth mobile app. These apps allow the public to search for community resources by selecting from a wide variety of health and human service categories
- Mobile App Manager who is skilled in the development and maintenance of mobile apps, and can quickly make changes, when needed.
(2) Approximately call volume will be 101,366 in-bound calls, with 83,489 being directly related to 211 information and referral.
(3) All questions must be submitted no later than September 16, 2021.
(4) Contract period will be four years.
[C] Eligibility:
- Onshore (USA Organization Only);
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: October 21,2021
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 9 US$
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Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : CC-2086
Government authority located in Nevada; USA, based organization looking for expert vendor for 211 information and referral, data system and 211 call center services.
[A] Budget: Looking for Proposal
[B] Scope of Service:
(1) Vendor needs to provide 24 X 7 X 365 days 211 information and referral, data system and 211 call center services to manage and operate 211 call services, as well as a related database, website, chat, and text messaging service.
- 2-1-1 is an easy to remember telephone number that connects people with important community services
- able to access the I&R call services by dialing 2-1-1 from their business, residential or mobile phone
- call specialists must be highly trained I&R professionals who use interviewing and listening skills to determine the needs of the caller
- public can visit the website to search for health and human resources, as well as live chat with211 call specialist to assist in looking for resources
- Maintain an up-to-date and comprehensive 211 database system with detailed information on health and human services agencies, sites, and programs
- Manage, keep current, and maintain the licenses for the Nevada 211 website
- Manage, keep current, and maintain the licenses for the two Nevada 211 mobile apps available in the Apple app store and Google Play
- Maintain an up-to-date plan to effectively respond to community disasters and emergencies, and actively assist
- system can be based out of centralized call center(s) and/or via call specialists who work remotely
- 211 contact services, whether they are provided at a centralized call center and/or via remote call specialists, as described in this section
- establish and implement a system to provide statewide information and referral (I&R) call services 24 hours/7 days a week/365 days a year through the primary 211 phone number, as well as the toll-free number (866-535-5654), texting number (898-211), and website chat
- call services will accept all incoming calls, including text messages and chats, and will provide services necessary to determine the purpose of the call and then identify the proper resources to provide the caller
- call services shall provide high-quality customer service, focusing on the accuracy of information provided, the completeness of information, and the listening skills needed to assist individuals potentially in crisis.
- call services shall support inbound calls in both English and Spanish
- system, including the server, must have advanced security measures. The vendor should describe their security system, including firewalls and back-up systems should the primary systems fail
- system must have unlimited expansion capability
- vendor shall provide necessary staff to maintain voice and data networking equipment and must be available if necessary to troubleshoot problems
- website must remain connected to the database used by the 211 call specialists
- maintaining the two current 211 apps: the 211 mobile app and the 211 youth mobile app. These apps allow the public to search for community resources by selecting from a wide variety of health and human service categories
- Mobile App Manager who is skilled in the development and maintenance of mobile apps, and can quickly make changes, when needed.
(2) Approximately call volume will be 101,366 in-bound calls, with 83,489 being directly related to 211 information and referral.
(3) All questions must be submitted no later than September 16, 2021.
(4) Contract period will be four years.
[C] Eligibility:
- Onshore (USA Organization Only);
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: October 21,2021
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 9 US$