Eligibility Support Services

The vendor is required to provide eligibility support services (ESS) to support agency current eligibility system that offers individuals access to services through a statewide network of eligibility offices, community partners, telephone, mail, fax and the internet.
- Functional requirements
1. Hours of operation requirements
•    Provide options and costs for operating hours for each of the client’s and applicant’s access channels, with staffing accommodating the occurrence of daylight-saving time (DST). 
•    Provide call center hours of operation, from 8:00 am until 6:00 pm central time, Monday through Friday, excluding state holidays. 
•    State holidays include all holidays with the status “all agencies closed” and do not include optional holidays or skeleton crew days.
•    Provide call center services with hours of operation as approved by agency.
2. Staffing requirements
•    Provide staffing on contractor’s leased property to provide services for the staffing and training Strategy to meet the requirements of the federal requirements.
•    the contractor shall support multiple languages and cultural needs and provide accessibility to persons with disabilities, including persons who are blind or visually impaired, as well as persons who are deaf or hearing impaired. 
•    Provide a language translation service other than the service contracted by agency for use.
3. Call center requirements
•    Provide inquiry handling for clients, applicants, and other users basic screening assistance for agency programs, assist applicants with the completion of an application over the phone or via yourtexasbenefits.com, and provide accurate information on programs and benefits administered by agency. 
•    Provide call center operations, to include: inquiry management for clients and applicants and other callers; basic screening assistance for agency programs; assistance to applicants in completion of an application through use of the telecommunications infrastructure using yourtexasbenefits.com and assistance with the mobile application routing and referral to appropriate resources for additional assistance with agency benefit programs and support for applicants with disabilities or limited english proficiency; call transferring for future planned on-demand services.
•    Provide call center operations in accordance with agency policies and procedures.

- Contract Period/Term: 3 years
- Pre-Proposal Conference Attendance is Optional Date: August 19, 2025
- Questions/Inquires Deadline: August 21, 2025