The vendor is required to provide that breast feeding hotline service will be required to receive and securely manage data that is classified as low- risk
-develop and implement a statewide telephone and text-based Solution which will be available to the public 24 hours a day, 7 days a week, including holidays
-process and timeframe in which the Vendor will return missed calls and address texts in a manner
-Solution will address the different needs of callers including lactating people, their families, partners, and expectant parents
-Vendor will ensure that consistent information is provided by hotline staff
-Solution will accurately track and produce reports on the number of calls, time and date of the call, provider(s) who took the call, escalations required, length of the call, main reason for call, plan of care given in call, and details of any referrals made in call
-system will accurately track and produce reports on the number and types of callers, call patterns by time of day, day of week, and month
-monitor quality assurance through customer surveys at 4, 8, and 12 weeks after the initial call including checks on problem resolution, current infant feeding practices and satisfaction with the service provided
-Solution will provide detailed reporting using de-identified data about the key outcomes of the Solution including data about: call volume, dropped/abandoned calls, call backs within 30 minutes, analysis of client intake characteristics, issues and solutions provided, outcomes by breastfeeding status, etc.
-The solution will capture and report caller demographic data and specific data points of individual callers including but not limited to:
•Caller’s state of residence.
•Caller’s county of residence.
•The caller heard about the solution.
•If it is the caller’s first time calling.
•Caller’s relationship to the lactating mother.
•Lactating child’s age.
•Lactating mother’s age.
•Lactating mother’s race.
•Lactating mother’s ethnicity.
-Average of Total Work volume
•Tier 1 Breastfeeding Hotline Call Support Services (estimated 1 – 249 calls per month)
•Tier 2 Breastfeeding Hotline Call Support Services (estimated 250 – 499 calls per month)
•Tier 3 Breastfeeding Hotline Call Support Services (estimated 500 – 749 calls per month)
-Contract Period/Term: 2 years