Call Center Services, Help Me Grow Helpline

The Ohio Department of Administrative Services (DAS) Requisite Program CRP30713 is an Indefinite Delivery Vehicle (IDV) specifically designed to provide call center services for the Help Me Grow Helpline. The contract enables Cleveland Sight Center to deliver comprehensive call center support, handling up to 24,000 calls annually with live service availability from 7am to 7pm Monday through Friday. Services include professional call handling, translation services, quality assurance processes, and call transfers to predefined destinations, with a focus on supporting the Ohio Department of Health's communication needs.

The IDV is awarded to Cleveland Sight Center and will operate from July 1, 2025, to June 30, 2027, covering the state of Ohio. The contract is structured as a Requisite Program with specific performance metrics, including a 99.95% monthly availability requirement and an average monthly hold time of 150 seconds. Pricing is established at $1.45 per productive minute, $35.00 per dedicated hour, and a $750.00 monthly account maintenance fee. This mandatory use contract is managed by the DAS Office of Procurement from Community Rehabilitation Programs (OPCRP) and provides a standardized mechanism for delivering critical call center services across the state.