The vendor is required to provide a state-wide, 24 hours a day, 7 days a week hotline with an easy to remember three-digit number that will handle inquiries and make appropriate referrals to agency programs, including but not limited to residential assistance for families in transition (“RAFT”), emergency assistance (“EA”) family shelter, individual shelter, and the home energy assistance program (“HEAP”).
- Agency provide live spanish and haitian-creole speaking agents, and will use an interpreter service with access to 150 languages.
- A specialized skill on auto attendant to direct hotline callers into a housing-specific queue to decrease wait times for callers; callers will be routed to a housing specialist who is trained to answer housing-related calls.
- Provide reporting back to agency with custom reports, including but not limited to the following items: caller volume, caller needs/nature of requests, call referrals, and caller geography.
- The project managers will jointly determine whether the change impacts any terms contained within the agreement. the parties may mutually agree to the change through a written amendment.
- All contracted services in a non-discriminatory manner, and in conformance with applicable state and federal regulations, and with any administrative guidance, policies, and other requirements provided by agency
- The avoidance of doubt, the selected bidder shall have no rights in or to agency program participant files and data other than the limited, non-exclusive, and non-transferrable right to use such files and data solely as required for the selected bidder to meet its obligations under contract with agency.
- Contract Period/Term: 1.25 years
- Questions/Inquires Deadline: January 14, 2025