Hate Crimes and Bias Incidents Hotline Services

The Vendor is required to provide to procure services to operate a Hate Crimes and Bias Incidents Hotline (“Hotline”).
- Identify local service providers as well as culturally specific, Trauma-Informed, and Victim Centered services and resources to refer people who have been targeted by hate crimes and bias incidents;
- Ensure the Hotline is as accessible to as many residents of state as funding allows, regardless of language proficiency.
- Coordinate with other counties and relevant hotlines; and
- Convened an advisory committee, which continues to provide advice and assistance regarding the Hotline program’s design, operation, outreach, service delivery objectives and priorities, and funding.
- Advisory committee members include representatives from legal aid, community organizations working with underserved communities, local and culturally specific service providers, state agencies, and other relevant partners.
- The Hotline currently accepts reports via phone and webform and provides follow-up as requested by the Reporter.
- The Hotline provides a reporting mechanism to individuals reporting a hate crime or bias incident anywhere in state 24 hours a day, seven days a week, and 365 days a year.
- The Hotline will be offered through a multifaceted approach that includes live response during business hours, voicemail during and outside of business hours, and an intake form on the website (Webform).
- Remain operational 24/7 for reports received outside of live call line hours,
- Work on most commonly used devices and browsers,
- Remain operational 24/7 for reports received outside of live call line hours, and
- Support a minimum of two (2) simultaneous live calls.
- Strive to have a live call line that is operational beyond regular business hours, up to 24/7 operation.
- Coordinate and complete the porting of the office existing telephone number(s) from the current carrier to the new service provider, including all necessary authorization, transfer, testing, and activation procedures, with minimal interruption to service.
- Allow call center staff to communicate with Reporters by phone, webform, and/or email to gather additional information when necessary.
- Engage with all reports received, regardless of method or completeness of submission.
- Provide services in at least the top 17 spoken languages in State, based on census data:
• Amharic,
• Arabic,
• Chinese,
• Chuukese,
• Dari,
• Hindi,
• Japanese,
• Khmer,
• Korean,
• Marshallese,
• Punjabi,
• Russian,
• Somali,
• Spanish,
• Tagalog,
• Tamil,
• Telugu,
• Ukrainian, and
• Vietnamese.
- Hotline staff are not required to speak all listed languages; however, Contractor must ensure that live interpretation services are available in all listed languages.
- Ensure accessibility for individuals who are blind/low vision and deaf/hard of hearing, including acceptance of relay calls and ability to accommodate ASL whether through video calling or other means.
- Ensure all Hotline operations are Trauma-Informed, Victim-Centered, and Culturally Responsive.
- Employ qualified staff with experience in victim services, crisis response, or related fields.
- Ensure staff can support at least two (2) simultaneous live calls, meaning staff can speak to two different callers at the same time.
- Ensure staff responding to reports are trained to identify if and when a Reporter requires services that are culturally relevant to the individual, and how to appropriately make the referral.