Call Center Services. OBLTSS Hotline

The Ohio Requisite Program CRP30751 is an Indefinite Delivery Vehicle (IDV) focused on providing comprehensive call center services for the Ohio Benefits Long-Term Services and Supports (OBLTSS) Hotline. The contract enables the procurement of specialized call center bureau services, with specific capabilities including managing at least 2,000 monthly calls, operating web and text messaging referral systems, and providing an application programming interface (API) for referrals. The service includes multilingual support in English and Spanish, with accommodations for vision and hearing-impaired individuals, and requires maintaining high-performance metrics such as 99.95% monthly system availability and an average monthly hold time of 120 seconds.

The IDV is awarded to Cleveland Sight Center and administered by the Ohio Department of Administrative Services (DAS), with a contract period from July 1, 2023, to June 30, 2027. The contract is a mandatory use state contract covering Ohio, with pricing structured at $750.00 per month for account maintenance, $35.00 per hour for dedicated hours, and $1.45 per occurrence for productive minutes. State agencies can utilize this contract for purchases up to $2,500.00 using the State of Ohio Payment Card, with larger purchases requiring an official state purchase order. The contract type is a Requisite Program, specifically categorized under UNSPSC Code 83111507 for call center bureau services.