Referral Line Services

The vendor is required to provide to enter into a contract to purchase referral line services will enhance the 911 call taking operations to feature the capability for transferring non-emergency medical calls to a dedicated, contracted service medical triage line.
- Services should implement a 24 x 7 x 365 referral services capability whereby:
• City 911 call takers assess a caller’s needs
• Where determined appropriate, 911 call taker refers the caller seamlessly to a contractor provided referral service to further triage health needs and where appropriate make services referrals.
• If necessary, the referral service may determine that a 911 response is more appropriate and transfer the caller back to an emergency call taker.
- Ability for 911 dispatcher to transfer call to referral service
- Please describe call recording start, stop and resume capabilities. - Ability for referral service to transfer call back to 911 dispatcher
- The referral record system must be supported and maintained by the contractor or contractor designee (e.g. third-party software Development Company).
- Ability to seamlessly transfer all 911 call information to referral service
- Ability to integrate data bi-directionally between contractors provisioned referral system of record and city 911 system of record (hexagon 911 cad). - Ability to develop ad-hoc and recurring scheduled reporting around the transfer to and from the referral service.
- Ability for referral service to produce reporting based on call reason and resolution
- Ability for ems and support services to receive reporting from the referral system of record in regards to their service performance summary
- Ability for ems to receive reporting from the referral system of record in regards to patient outcomes/dispositions and patterns of caller use
- Ability for referral service to refer the caller for local medical services.
- Allow for city approval of referral pattern designs, protocols, and pathways
- Ability for referral service to address the medical complaint/issue via a combination of advice line, scheduled clinic appointment, telehealth appointment, transfer to mutually agree upon provider/resource, or referral back to 911 system.
- Ability to track caller case history
 - Bi-directional integration with emergency networking system for caller case histories regarding substance abuse and frequent calls for service.
- Ability for city to have read-only access to all caller case history (e.g. visibility of repeat caller rates, etc.)
- Ability for city to store and maintain all referral service system of record data upon termination of relationship with the referral service
- Ability to assign unique id for each caller that calls in to 911
- Ability for referral service to produce a recurring performance scorecard (quality, customer experience, error rates, time frames, etc.)
- Ability for all systems viewing or recording caller medical information to be act compliant
- Ability for system to prevent a call from being publicly disclosable upon identification of medical information
- Ability for all caller case files to be considered property of city; this includes but is not limited to public, court-ordered, investigative, caller, discovery, behavioral, and medical information
- Ability for city to have access to any recordings by the nursing referral service that were transferred from the 911 line
- Describe the referral record system’s ability to support role based access
- Describe ability to create a medical record that follows each caller each time they call into 911
- Describe ability to associate subsequent calls by the same caller to the previously created case
- Describe the API structure and available out of box integrations
- System must be available 24/7 in order for data to be accessed by internal (contractor users) and external customers (city users, referral line identified providers, etc.)
- Offeror shall identify parameters and standard settings for timing out and inactivity logout processes.
- System performance must be able to accommodate upload and data validation needs without impacting efficiency of user submission process
- The system shall have the ability to submit and process reports in a timely manner.
- The system shall have the ability to incorporate future KPIS and metrics that have yet to be determined.
- Must be active for all 24 hours of the day, Sunday – Saturday
- Describe the staffing model and contingencies that would be used to assure 24 hour-a-day coverage, 365 days a year
- Describe the medical protocols or other system in place to help triage low priority 911 calls.
- Describe encryption methods used for data protection, including both transmission (in transit) and storage (at-rest).
- Describe access control mechanisms, such as user authentication and authorization levels for accessing.
- Describe network security measures used to protect video data, including firewalls, intrusion detection/prevention systems (ids/IPS), and secure network segmentation if applicable.
- Explain how data is transferred securely between different locations and devices involved in the production process.
- Describe your processes for identifying, containing, and mitigating cyber security incidents related to protected data, including incident reporting protocols and remediation plans.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: March 31, 2025