Call Center Services

The vendor is required to provide call center support for the strengthen state homes program.
1. Provide call center support for the strengthen state homes program of the insurance department
•    Provide telephone-based information, guidance, and referral services for callers to the strengthen state homes program line during business hours (8 am - 5 pm, Monday - Friday). 
•    Supplier shall serve as primary support for callers needing general information about the soh program. 
•    When necessary, and in accordance with any applicable training, the supplier has permission to forward incoming calls to the strengthen program. 
2. Participate in the annual strengthen state homes program training
•    All supplier staff involved in providing support and counseling must demonstrate proficiency by participating in the required annual training. supplier staff members must complete training before handling calls related to the program. 
•    Provide supplier with access to and copies of the information and resources necessary to sufficiently train staff. 
•    Training content and agenda shall be approved by the strengthen program.
3. Promote public awareness of the strengthen state homes program
•    The supplier's trained staff will provide accurate information and education about the strengthen program—including, but not limited to, eligibility, grant availability, and mitigation services—to callers in a customer-friendly and professional manner
4. Provide accurate reporting of program activities.
•    The supplier will follow reporting guidelines by overseeing the completion of data collection forms. 
•    The supplier will be responsible for entering data into the designated reporting system according to instructions provided. 
•    Strengthen program staff will provide necessary training on data entry procedures.
5. Actively participate in conference calls and meetings
•    Supplier staff responsible for program support will participate in monthly conference calls and annual meetings as requested by the strengthen state homes program staff.

- Contract Period/Term: 5 years