Scheduling Services and In-Person, Over-The-Phone, and Video Remote Interpretation Services

The Vendor is required to provide for scheduling services and in-person (IPI), over-the-phone (OPI), and video remote (VRI) interpretation services.
- Scheduled and on-demand over-the-phone (OPI) and video remote (VRI) interpretation services throughout the state and any other states within the country, and OPI services for out-of-country requests.
- Sign language interpretation services, and
- Must ensure sufficient staffing is provided to meet the average agent answer rate of sixty (60) seconds of at least ninety percent (90%) of all calls for OPI and VRI appointments.
- Must ensure sufficient staffing is provided to meet the average connect time to LAPs of sixty (60) seconds of at least ninety percent (90%) of all OPI and VRI appointments.
- Must maintain five percent (5%) or less, monthly dropped call rate for OPI and VRI appointments. If the call is dropped, the Contractor must be available to reconnect the LAP with the requestor when they call the Contractor back.
- Must maintain enough telecommunication equipment and licenses, and any other goods and services required to successfully answer calls from providers for one hundred (100%) of all requests.
- Implementing measures that result in higher success rates and lower unfulfilled rates;
- Must make necessary changes to the system within 30 calendar days from receiving the list of required system changes resulting from the usability study.