Emergency Call Center Services

The vendor required to provide call center that can provide primary information support and mental health counseling services to individuals and family members affected by a catastrophic event.
- Call center operations should include continuous review, updates, and evaluation of its incident handling practices and procedures during periods where there is no crisis or emergency.
- Call center services that can obtain limited information on an incident, status of family members, and provide telephonic mental health support following an emergency event that may result in casualties and may replace an existing service for the congressional community, if applicable.
- Mandatory requirements
•    Provide call center support services during times of emergency when critical telephone infrastructure might be diminished on capitol hill.
•    Call takers should be certified and trained in basic crisis communication skills (e.g., de-escalation, stabilization, grounding, etc.) To assist callers who may be distressed and require additional support. 
•    Call takers should be able to provide a list of available mental health resources to those callers
•    Ensure call center locations and services, including all stored data related to call center services, are located within the continental united states, and at least 20 miles outside the national capital region. 
•    Update and maintain dormant call center services to provide immediate response to a request from the organizations for call center services. 
•    Have all call center services and capabilities fully operational within one (1) hour of the activation request.
•    Provide a means of notification that allows for activation of services, 24 hours, seven (7) days a week, and 365 days a year. 
•    Provide an onsite call center subject matter expert who can assist with accountability, information flow, reporting, and call center data management, if requested by an organization.
•    Maintain a dedicated informational website for the public when call center services are activated. 
•    Provide website maintenance to include, but not limited to audit control reviews, website security, intrusion monitoring, log audits, and reporting to the organizations when requested. 
•    Provide website that works on standard browsers and be viewable and interactive on both desktop and mobile devices (e.g., tablets and mobile phones). 
•    Manage website through a content management system (e.g., WordPress, Django, WIX, etc.) And provide both a test and production environment. 
•    Provide website that remains a dark-site until activation is requested. 
•    Ensure website complies with all applicable federal data security, privacy, and accessibility laws and standards. 
•    Designate and train authorized staff from organizations to activate and manage site content in the event of an emergency.
•    Provide an integrated accountability database that allows the exchange of individual organizations data that accounts for staff and visitors.
•    Participate in call center administrative tasks, meetings, and exercises with organizations staff.
o    Attend call center working group meeting.
o    Review the legislative branch organization call center plan and all supporting documents, as requested. 
o    Participate in call center functional and tabletop exercises, as requested. 
o    Interface with organizations for monthly testing of the main capabilities outlined in this document.