06 - Non-Med Counseling Warm Hand-Off and Referrals.docx
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- Attached to
- Military OneSource Program - Request for Proposal (RFP) 47QFCA23R0053 Federal contract opportunity
- Solicitation number
- 47QFCA23R0053
About this file
This document outlines policies and procedures for non-medical counseling warm hand-offs and referrals for the Military OneSource program. The contractor is responsible for ensuring Military OneSource staff and network providers adhere to policies requiring warm hand-offs to third-party agencies, maintaining a telephonic connection without sharing identifying information without participant consent. Procedures specify warm hand-offs are required for requested services or programs requiring transfer, with staff leaving messages if unable to connect live, and encouraging participants to call back if not contacted by the referred service. No exceptions to the warm hand-off policy are permitted without government program office approval.
The related federal contract opportunity is a solicitation for the Military OneSource program, issued by the General Services Administration with solicitation number 47QFCA23R0053.
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Military OneSource Program Policies and Procedures Attachment 06
SUBJECT: NON-MEDICAL COUNSELING WARM HAND-OFF AND REFERRALS
DATE: 08/24/23
PURPOSE: To provide information and guidance on Warm Hand off referral for the Military OneSource Program. The Contractor is responsible for ensuring Military OneSource Staff and Network Providers adhere to the policies and procedures. The Contractor is responsible for ensuring that these policies and procedures are reflected in the Contractors Business processes.
POLICY: The procedures for a warm handoff will ensure that Participants do not have to repeat their story/issue when a third-party agency is engaged in the discussion or referral. During the warm handoff, the contractor staff or network provider shall, at a minimum, maintain a no-hold telephonic connection and no identifying information or referral shall be provided without the expressed consent of the Participant.
PROCEDURE:
1. If a Participant requests services or a program that requires a transfer, a warm handoff is required as per Military OneSource policy.
2. If the Triage Staff is unable to connect with a live person, with the permission of the Participant, the Triage consultant will leave a message for the service and/or program to call the Participant.
3. The Participant is encouraged to call Military OneSource if they have not received a call from the service or program.
EXCEPTIONS: There are no exceptions to this policy without Government Military OneSource Program Office written approval.
File details come from the government source that posted it. Updated .