Multilingual Voice Menu System

The Vendor is required to provide for the implementation and maintenance of direct response, language line’s proprietary multilingual voice menu system, including the continued training of interpreter staff to ensure that necessary medical and behavioral health language, terminology, privacy, and confidentiality practices are maintained.
- The solution must interface with traditional PBXs and VOIP telephone systems at each of the hospitals.
- The system must be customized or configured at each facility to accommodate their individual prioritization.
- The caller will then hear the menu in their selected language and an interpreter will join the call prior to selecting which office staff will join the call.
- The system must entail a prompt that will ask what language the caller wishes to proceed with prior to connecting with the voice menu.
- The menu set up will list the available languages starting with the highest utilized language and ending with the least utilized language based on the individual Facility’s highest utilized languages.
- Each facility may have a unique priority of languages and menu service needs based on that site’s call volume.
- The interpreter will subsequently identify the language necessary to proceed.
- Provide interpreters for the following languages:
•    Arabic
•    Bengali
•    Cantonese
•    French
•    Haitian Creole
•    Italian
•    Korean
•    Mandarin
•    Polish
•    Russian
•    Spanish
•    Urdu
•    Yiddish
- The system will be further developed to allow an interpreter to call back any dropped calls.
- Direct Response must be capable of connecting patients in need to a live interpreter of the corresponding language.

- Contract Period/Term: 5 years
- Questions/Inquires Deadline: October 09, 2025