NCC SAH Sources Sought Questions and Answers - 5 July 24.pdf

Q-ID Document / Reference

Section Page Question Answer

Q-001 Attachment 3 Standard RFI QuN/A There are several questions marked as "Multiple Choice" without choices available to choose. Do these fields need to be updated or are they open-ended?

RFI has closed.

Q-002 Attachment 3 General N/A For the "Yes/No Matrix" question type, is there meant to be a drop down to make a uniform selection? Or is it sufficient to mark the field "Y," "N," "Yes," or "No"?

RFI has closed.

Q-003 Attachment 3 Clause, PWS, Su N/A There are questions on this page marked as "Yes/No Matrix," but are asked in a manner expecting an explanation or choice selection (notably, rows 8, 10, 11). Please advise how to respond to these questions.

RFI has closed.

Q-004 Attachment 1 C.17 vs. C.9 34 vs 24 The Transition-In section (C.9) cites there will be a 90-day period to transition in. However, the Deliverables table (C.17) refers to 30-day transition in. Please confirm what the transition-in timeline is expected to be.

The transition in timeline is a 90-day period.

Q-005 Sources Sought C 2 Will the government confirm the 15-pages does not include the cover page (Vol I) nor the Attachment 3 responses?

RFI has closed.

Q-006 Attachment 1 C.3 2 It is stated that the approximate monthly incoming call volume is 25,000. What is the approximate monthly outgoing call volume, incoming email volume, and incoming instant messaging volume?

15,000 outbound contacts per month (call, emails, SMS).

Q-007 Sources Sought 4.e.ii 2 Will the government clarify the intended purpose of "contract scope" vs. the "brief narrative"?

The brief narrative provided is the contract scope from the PWS.

Q-008 Attachment 1 C.9 24 Will the incumbent provide its Call Center training curricula and Program Protocol as part of the "transition of all duties and information" envisioned in the Transition In period?

Yes, during transition in, the Contractor shall ingest all production data from the incumbent contractor’s call center into its own call center production environment(s).

The Contractor shall cooperate with the incumbent to ensure complete transition of all duties and information within the timelines specified.

Q-009 Attachment 1 C.4, Subtask 1.6 8 & 29 Subtask 1.6 listed under task 1.0 program management in section C.4 states: "The Contractor shall provide all equipment and supplies for the NCC and SAH." Section C.13 makes multiple references to ACF PIV cards and agency-issued laptops. Please clarify what equipment the government will provide.

The government will not be providing any equipment for the NCC and SAH.

Q-010 Attachment 1 C.6 23 & 25 Section C.6 states, "The Contractor shall establish a physical location where all work is to be performed. There shall be no virtual call center operation." Section C.11 states, "Telecommuting by contractor employees is prohibited." Is this intended to apply to call center staff (i.e. agents, supervisors) or does this apply to any staff working on the contract?

This is intended for employees working at the call center providing services through the contract. Call Specialist, Supervisory Call Specialists and anyone else taking calls and providing services to callers.

Q-011 Attachment 1 C:12 25 May team members other than Call Specialists and supervisors work at a contractor office separate from the call center location?

Not sure what is being asked but the Government has no control over who works at the contractor's office which is separate from the call center location.

Q-012 PWS Scope of Work C.3 2 Will these positions be remote or will the contractor have staff in offices in different locations across the U.S.

Brick and Mortar location and none of the call center positions are remote. Services are to be provided at the call center physical location.

Q-013 PWS Scope of Work C3 4 Will Clinicians be required for this contract? Yes.

Q-014 PWS Scope of Work C3 4 Clarification on assisting sponcors with FRPs, would that be in collaboration with CMs in ORR care provider facilities and the Sponsor Services contract?

There can be collaboraton with Care Providers but the expectation is that Call Center staff be well trained to assist sponsors with completing required ORR paperwork.

Q-015 PWS Scope of Work C3 5 Conduct Safety and Welbeing or Child Welfare calls - are these in addition to the 30 day welfare calls the care providers conduct?

Yes.

Q-016 PWS Key Personnel Subtask 1.8 9 Clarification on the Project Manager and Assistant Project Manager qualifications, would a Bachelors degree and over 5 years experience meet the requirements OR is a Master's Degree required?

Master's Degree required

Q-017 PWS C.3 3 What is the historical data on peak call times? Peak call times usually occur M-F between 11am - 4pm Q-018 PWS Subtask 2.6 12 The expected call volume averages 25,000 calls per month. What is the average number of calls specifically related to crisis intervention?

This number varies from month to month.

Q-019 PWS Subtask 1.9 9 An employee will need to undergo fingerprinting, a CA/N check, and eQIP clearance. Given the potentially long timeframes for eQIP clearance, what is the expected duration for obtaining this clearance? Additionally, will the employee be able to work with interim approval during this period?

No. The employee will not be able to work during this period.

Q-020 PWS Subtask 2.2 11 Based on extensive experience managing this program and the data collected, what is the average number of call specialists needed to operate the call center effectively to ensure a maximum wait time of 2 minutes and a dropped/abandoned call rate not exceeding 1%?

60-80 based on previous vendor staffing

Q-021 N/A N/A N/A Is there an incumbent contract? If so, could the contract number and contract value be provided?

The incumbent is The Providencia Group, LLC.

Q-022 Attachment 1 Draft

NCC SAH PWS

Task 2.0 Subtask 11 Are there any surge periods expected and can the government provide call volumes of annual trends?

Surge periods aren't expected at the moment but surge period pricing will be implemented as a risk mitigation measure. The last surge/influx produced an average of 38,000 inbound contacts per month (call, emails, SMS).

Q-023 Attachment 1 Draft

NCC SAH PWS

Task 2.0 Subtask 11 Is there an existing workload volume and call metrics (such as average handling time of inbound and outbound calls, average speed to answer, abandon rates) that can be shared?

Average Wait Time: Maximum of 2 minutes over a monthly and annual period.

Average Call Duration: 11min over a monthly period. Abandonment Rate: Less than 1% over a weekly, monthly, and annual period. After Work Call Duration: Maximum of 5 minutes over a weekly, monthly, and annual period.

Q-024 Attachment 1 Draft

NCC SAH PWS

Task 2.0 Subtask 14 Is ACF expecting vendors to provide both staff and a call center platform?

Yes.

Q-025 Attachment 1 Draft

NCC SAH PWS

Task 2.0 Subtask 14 Would the Government consider including a platform modernization task within the PWS?

The Government will consider the recommendation to include a platform modernization task to the PWS

Q-026 Attachment 1 Draft

NCC SAH PWS

C.6 Place of Perf 23 Is there a size requirement for the contractor physical location for the hotline?

Must be enough space to manage the work of the contract.

NCC SAH Sources Sought Questions and Answers - 5 July 24

Q-027 Attachment 1 Draft

NCC SAH PWS

C.6 Place of Perf 23 Would the Government consider adopting a work from home platform to allow for greater operational efficiencies and cost reduction?

No

Q-028 Attachment 1 Draft

NCC SAH PWS

C.14 Security Tra 30 What is the current number of incumbent call center specialists and supervisors working in the hotline call centers?

60-80

Q-029 NCC+SAH+Sources+S ought

d. Content Requirement

2 Please confirm the Government would like Volume I - Cover Page and Volume II – Capability Information in one document rather than two (2) separate documents?

RFI has closed.

Q-030 NCC+SAH+Sources+S ought

e. Volume Information

2 In ii. Volume II – Capability Information Requirements, it asks Industry to "provide responses to the Attachment 3 - NCC SAH Sources Sought Questions." Please confirm which questions in Attachment 3 - NCC SAH Sources Sought Questions the Government would like Industry to provide responses to.

RFI has closed.

Q-031 Attachment+3+-

+NCC+SAH+-

+Sources+Sought+Qu estions

Tab: IT This excel sheet asks extensive questions about NCC/SAH software and if we provide it. It asks how user access it and authenicate. I do not see a line item requirement to provide COTS/GOTS or other software. Would the government clarify if it i l ki f ll t l tf t b id d i ddit t

Yes, the government is expecting for a call center platform to be provided in addition to the services listed in the PWS.

Q-032 Attachment+3+-

+NCC+SAH+-

+Sources+Sought+Qu estions

Tab Facilities Does the government require the vendor to have a DCAA approved accounting system? The government has to initiate a request for vendors toAs a non-defense contractor, we have never been able to get a DCAA audit and

No

Q-034 Attachment 1 - NCC

SAH PWS

C.3 3 Could you please provide the historical or estimated average handle time (AHT) for inbound calls within this program?

Estimated average handle times within is program are 11 minutes per inbound call.

Q-035 Attachment 1 - NCC

SAH PWS

C.3 3 How many agents does the current incumbent have, and how many agents are expected to be required to meet the program’s service levels?

60-80

Q-036 Attachment 3 - NCC SAH - Sources Sought Questions

Standard RFI Questions

1 Is it anticipated that this contract will be released under a Government-wide Acquisition Contract (GWAC) or another specific contracting vehicle?

Requirement will be released Open Market, via Sam.gov.

Q-037 general - RFP Are incumbent personnel available for the follow-on contract?

The Government is unable to answer. Hiring personnel is on the onest of the Contractor reciving the award.

Q-038 PWS C.3 and Subtask 2.1

2-3 and 11 There is no historical data provided on calls volumes and call metrics. For a contractor to accurately develop a staffing plan and price, historical call data would be required. If historical data is not available then we recommend the government provide Level of Effort/Labor Categories based on current staffing for Offerors to price by FFP Labor Hour basis.

a. How many 800 numbers are currently in use? For example, is there one for the NCC and one for the Sexual Abuse Hotline? Or, are they the same number?

NCC averages 25,000 inbound contacts per month (call, emails, SMS). Average Wait Time: Maximum of 2 minutes over a monthly and annual period. Average Call Duration: 11min over a monthly period. Abandonment Rate: Less than 1% over a weekly, monthly, and annual period. After Work Call Duration: Maximum of 5 minutes over a weekly, monthly, and annual period. There are 7 lines associated with this service: (1) NCC (2) SAH (3) WhatsApp (4) International: Guatemala (5) International:

Mexico (6) International: Honduras (7) International: El Salvador.

Q-039 PWS C.3 and Subtask 2.1

2-3 and 11 b. Will these 800 numbers be ported to the awardee? Or, will government maintain the numbers and just forward the calls to the contractor’s facility?

This has yet to be determined by program and ACF OCTO & ORR Technology.

Q-040 PWS C.3 and Subtask 2.1

2-3 and 11 c. PWS states approximately 25,000 calls per month are received.

i. Is this provided call volume for just calls coming into the 800 numbers or does this include emails, instant messaging, VOIP and other transactions supported by contractor?

ii. For an Offeror to provide Level of Effort staffing matrix for 24x7x365 support, please provide number calls per day of week and by hour of days for the last 2-year period.

The Government is unable to provide this information at this time.

Q-041 PWS C.3 and Subtask 2.1

2-3 and 11 d. How many emails are received per month? Please provide data across last 2 years.

The Government currently does not request that the vendor documents how many emails are recieved per month individually in data reports. es

Q-042 PWS C.3 and Subtask 2.1

2-3 and 11 e. How many instant messages/VOIP calls are received per month? Please provide data across last 2 years.

The Government currently does not request that the vendor documents how many instant messages/VOIP calls are recieved per month individually in data reports.es

Q-043 PWS C.3 and Subtask 2.1

2-3 and 11 f. What software is currently being used for instant messages &

VOIP?

WhatsApp

Q-044 PWS C.3 and Subtask 2.1

2-3 and 11 g. How many phone interviews are performed by contractor a month? Please provide data across last 2 years.

The Government currently does not request that the vendor provide how many phone interviews are performed per month.

Q-045 PWS C.3 and Subtask 2.1

2-3 and 11 h. How many vaccination requests are performed by contractor in a month? Please provide data across last 2 years.

none

Q-046 PWS C.3 and Subtask 2.1

2-3 and 11 i. How many verification release forms & card requests are processed by contractor in a month? Please provide data across last 2 years.

Current average is 33 verification release forms & card requests per month.

Q-047 PWS C.3 and Subtask 2.1

2-3 and 11 j. Who provides the toll free number and costs of number? The government? Or, is the contractor required to take over the 800 number and price the toll free calling costs into is overall price? If so, will there be an ODC in final RFP for this cost?

Assume you will take over numbers and costs of numbers during transition in.

Contractors should plan for the possibility of transferring those numbers to the government, or to a future contractor without restrictions.

Q-048 PWS C.3 and Subtask 2.1

2-3 and 11 k. Please provide current staffing of the call center, estimated level of effort.

Current staffing is at 67 personnel. Estimated staffing is 93 personnel.

Q-049 PWS C.3 and Subtask 2.1

during peak times?

ix. What is the minimum number of calls coming in during off peak hours?

seconds?

XX seconds 95% of time?

xiv. Are warm transfers of caller required? If so, are agents required to stay on line for a period of time to verify transfer?

xv. What percentage of calls received must be monitored in a month?

The Government is unable to provide this information at this time.

Q-050 PWS C.3 3, bullet 6 Can translation software be used to automate translation for some dialects on live calls?

Yes

Q-051 PWS C.3 4, bullet 1 Is there a current database in use? If so, what type of software is used? Does incoming contractor need to port any data from existing database to it’s own database?

Salesforce, Gynesis Yes. Transition in will require data to be ported from the system that is transitioning out to the system that is transitioning in.

Q-052 PWS C.3 4, bullet 4 Is the contactor providing the care provider staff or is this a government function? Or, is care provider synonymous with Supervisor Call Specialist? Please clarify.

Care providers are not included in this contract.

Q-053 PWS c.3 4, bullet 7 How many copies of immunization records are required to be processed by the contract on a monthly basis? Can records be provided electronically or are paper copies required? Will ODCs be provided for postage if paper copies are required?

#of immunization records vary by month. Records can be provided electronically once the requestor's identity is verified.

Q-054 PWS C.3 5, bullet 3 Are all safety / well-being welfare calls done via telephone? Or, are onsite services required?

Telephone only

Q-055 PWS subtask 1.8 9 Call Center Specialists are not defined as key personnel. However, are there any minimum qualifications, education, and experience level for the Call Center Specialist labor category?

Correct

Q-056 PWS subtask 1.9 10-Sep If work is being performed at a contractor locations, are security background investigations still required for personnel?

Yes

Q-057 PWS subtask 2.1 11 Who owns/holds the NCC and SAH telephone 800 numbers currently? The government or the incumbent contractor?

Incumbent contractor

Q-058 PWS subtask 2.2 11 Live Answer. Must all calls be transcribed and entered into the contractor provided database? How long do transcribed calls need to be saved for? Who is responsible for maintaining transcribed electronic records, government or contractor? Will there be a separate ODC for transcription and electronic storage of data?

Yes, all calls must be transcribed and entered into a database. 50-year retention is a National Archives and Records Administration (NARA) mandate established within ORR’s NARA-approved records schedule. The contractor is responsible for maintianing records. There's currently no plan to buildout a separate ODC for transcription and electronic storage of data.

Q-059 PWS subtask 2.3 12 Interpretation/Translation Services. Are all translation calls required to be transcribed? How long to transcribed calls need to be saved for? Who is responsible for maintaining transcribed electronic records, government or contractor? Will there be a separate ODC for transcription and electronic storage of data?

Yes, all calls must be transcribed and entered into a database. 50-year retention is a National Archives and Records Administration (NARA) mandate established within ORR’s NARA-approved records schedule. The contractor is responsible for maintianing records. There's currently no plan to buildout a separate ODC for transcription and electronic storage of data.

Q-060 PWS C.5 21 Please clarify what the defined the telephonic type term - on-demand 24/7 means. Does this mean translation is required live or may contractor use automation services to provide with 24 hours?

The government would prefer live translation but if it is unavailable the contractor may use automtion services to provide translation within 24 hours.

Q-061 PWS C.5 23 Sign Language (Spanish and Certified Deaf Interpreter). As calls are coming in via telephone, email, instant message, VOIP, etc., how does the government recommend the contractor enable sign language? Sign language is a visual cue for the deaf. Is the contractor required to provide video conferencing services? Is so, please provide more information on how many video conferencing calls would be received monthly/annually.

The current contractor is not required to provide sign language or video conferencing for callers to the NCC under this contract.

Q-062 PWS subtask 2.2 11 Database. Can the government please provide information on what type of searchable database is currently being used to store data?

All data related to a contact is stored in the vendors contact center system.

Q-063 PWS subtask 2.2 11 Database. Is transcription of all call required? Or, only on request from COR?

All calls

Q-064 PWS subtask 2.2 11 Database. What fields are required? The Government is unable to provide this information at this time.

Q-065 PWS subtask 2.2 11 Database. Please confirm that this is a contractor provided customized database? Or, is this in reference to the government furnished UC Portal?

Or, is the government referencing the automated call distribution (ACD) call metrics here?

The contractor is expected to provide a customized database, isolated from other ORR systems but capable of supporting data integration access with other ORR systems, for hosting and managing all NCC data, that can pass the ACF OCTO/CIO ATO process, and that can meet the records retention requirements of ORR.

Q-066 PWS subtask 2.8 13 Shelter Programs. Is the UC Portal database a government provided system? If so, how does the contractor access it from a contractor facility?

UC Portal is a government proviced system. Acess is contingent on security clearance level. If the vendor maintains the number, it must be done so in a way that does not hinder the transfer of said number to the government, or to another contractor.

Q-067 PWS subtask 2.13 14 Instant Message. What type of system is currently implemented?

WhatsApp

Q-068 PWS subtask 2.13 14 Instant Message. Is this a government owned system? If so, how will contractor access? Is contractor required to maintain hardware/software for instant messaging? Or, does the contractor need to provide this software?

WhatsApp is the application used. The government has yet to decide if the phone number will be maintained by the vendor or the government. If the vendor will maintain the number, it must be done so in a way that does not hinder the transfer of said number to the government, or to another contractor.

Q-069 PWS subtask 3.2 15-16 Confidential Database. Is this database the same as the UC portal? Please clarify?

No, the government is looking for a contractor who provides an isolated environment to operate on sensitive data, while the owners of that data retain confidentiality.

Q-070 PWS subtask 4.2 19-20 Call Reporting Training. How will access to Sheperd system be provided to contractor?

This is an OTIP database and OTIP will grant access to the contractor.

Q-071 PWS subtask 5.2 20 Conflicts Of Interest. Please provide guidelines on what it considers a conflict of interest for this work?

The Contractor agrees not to submit any proposal or provide any support to any firm which is submitting (as Prime or Subcontractor) any proposal for any solicitation resulting from the Unaccompanied Children (UC) related work performed under this contract.

Q-072 PWS subtask C.9 24 Transition in – If contractor is required to build and customize a database, the transition period of 90 days could be very stringent. Would the government consider extending that period to 120 days?

The Government will consider the recommendation to extend the transition period to 120 days.

Q-073 PWS subtask 1.6 8 Will the contractor be transferring responsibility (ResOrg) for NCC/SAH phone numbers to them or will the Government retain Responsibility?

The government has yet to decide who will have responsibility for the phone numbers.

If the contractor takes responsibility for the numbers, they should do so in a way that effectuates the possibility of transferring those numbers to the government, or to a future contractor, without restrictions.

Q-074 PWS subtask 1.8 9 Is a 4-year degree in CS or related field required or is years of experience in the related field adequate?

No, a Bachelor's degree is required

Q-075 PWS subtask 2.2 11 Are there statistics on historical Average Call Handling Time? Average Call Duration is 11 minutes per inbound call.

Q-076 PWS subtask 2.3 12 Are there any call historical statistics on what percentage of calls are not English or Spanish?

No

Q-077 PWS subtask 3.2 15-16

What is currently in use to collect this data? And will the current datasets need to be imported into our System?

Salesforce, Gynesis Yes. Transition in will require data to be ported from the system that is transitioning out to the system that is transitioning in.

Q-078 PWS C.14 29 Security Training. Is the contractor purchasing the ACF PIV card with provided equipment? Or, does the government provide the ACF PIV card for use with a contractor laptop?

PIVs are not required under this contract. The following position sensitivity designation levels apply to this contract: Tier: 2, Non-sensitive Public Trust (Moderate Risk). The minimum Government investigation to receive Elevated Privilege (any access beyond normal email or data entry) is Tier 4, Non-sensitive Public Trust (High Risk).

Q-079 PWS C.14 29 Security Training. Is the role-based training to be developed by the contractor? Or, is there an existing training plan that the contractor will implement?

Contractor must develop its own training plan in collaboration with the government.

Q-080 PWS 5.2.1 Call Center Operations

8 For the live answer intake, can you provide more details on the expected call volume and peak times? This information would help us better plan for staffing and resource allocation.

Peak times usually occur M-F between 11:00am and 4:00pm

Q-081 PWS 5.2.2

Interpretation/ Translation Services

9 Could you elaborate on the requirements for interpretation and translation services? Specifically, what languages are considered priority beyond English and Spanish, and are there any specific dialects we need to prepare for?

There is no priority for languages other than english or spanish. Most callers to the hotline are spanish speakers. The vendor must provide a platform for translation services for anyone calling the call center.

Q-082 PWS 5.2.5

Community Organizations Database

10 How frequently should the list/database of community referrals be updated? Is there a preferred format or system for maintaining this information?

The database should be updated regularly as new resources are identified. Currently salesforce platform hold the current vendors resource data.

Q-083 PWS 5.2.6 Safety Plans

11 For the development and management of safety plans, can you clarify the approval process? Who within ORR will be responsible for reviewing and approving these plans?

ORR does not approve safety plans. This will be a contractor's responsibility to review and approve based on their own quality assurance plan.

Q-084 PWS 5.3 Training Programs

12 What are the expectations for the initial and ongoing training programs for bilingual staff? Are there any specific topics or modules that must be covered?

Included in the PWS

Q-085 PWS 5.5 Background Checks

13 Regarding background checks and Child Abuse and Neglect (CAN) checks, what is the expected turnaround time for these processes? Are there any specific vendors or systems we are required to use?

Child Abuse and Neglect checks are requested through the states. Response times vary by state.

Q-086 PWS 5.4 Reporting Requirements

13 Can you provide more details on the format and content expectations for the weekly and monthly reports? Are there any specific metrics or data points that must be included?

Contact volume, average wait, average duration, abandoned rate, contacts leading to CPS, contacts leading to LE report, etc. The government will provide templates and examples of what reports should look like.

Q-087 PWS 5.6.1 Facilities 14 Could you provide more details on the facilities requirements for the NCC and SAH operations? Specifically, what are the minimum standards for the physical location, security measures, and technology infrastructure?

Vendor is expected to develop their own plan and protocols to ensure the safety of Call Center Staff at the physical location. Vendor is expected to develop their own plan and protocols to ensure the safety of the technology infrastructue.

Q-088 PWS 5.6.3 Security Clearances

14 The PWS outlines the need for background investigations and compliance with HHS and federal security requirements. Could you please specify if any specific security clearance levels (e.g., Secret, Top Secret) are required for personnel at the time of award?

The following position sensitivity designation levels apply to this contract: Tier: 2, Non-sensitive Public Trust (Moderate Risk). The minimum Government investigation to receive Elevated Privilege (any access beyond normal email or data entry) is Tier 4, Non-sensitive Public Trust (High Risk).

Q-089 PWS 5.6.2

FAR/HHSAR

Compliance

14 The PWS references compliance with various sections of the FAR and HHSAR. Could you please specify which specific sections of the FAR and HHSAR are most critical for compliance in this contract?

PWS Section 5.6.2 list the FAR parts applicable.

Q-090 PWS 5.6.4 Data Security

15 The PWS mentions compliance with HHS standards for encryption and data security. Could you clarify if there are specific encryption tools or standards (e.g., FIPS 140-2) that must be used for both data in transit and at rest?

NIST (NIST 800-161, NIST 800-171, NIST 800-53, NIST 800-63, NIST CSF, NIST 800-207)) FedRAMP

FIPS 140

Q-091 PWS 5.6.4 Data Security

15 The PWS outlines several requirements related to data security and encryption. Could you please specify if there are any particular software interfaces or applications mandated for use in managing and reporting call data for the NCC and SAH operations?

NIST (NIST 800-161, NIST 800-171, NIST 800-53, NIST 800-63, NIST CSF, NIST 800-207)) FedRAMP

FIPS 140

ACF OCTO/CIO currently uses the Box application with encryption and unique passwords for secure file sharing.

Q-093 NCC/SAH Sources Soug Submission Deadline

N/A Given the upcoming Independence Day holiday and the complexities involved in ensuring a comprehensive and thorough submission, we respectfully request an extension of the submission deadline by 1-2 weeks. This additional time will allow us to incorporate all necessary details and ensure our response fully meets the requirements outlined in the notice.

The Government respectively declines the request to extend the deadline by 1-2 weeks.

Q-094 Attachment 1 Subtask 2.1 11

Can the ORR provide a breakdown of the percentage of calls received on the NCC, SAH and parent hotline?

No

Q-095 Attachment 1 Subtask 2.1 11

Can the ORR provide data on average call length on its NCC-SAH hotlines?

Average Call Duration is 11 minutes per inbound call.

Q-096

Attachment 1 Subtask 2.6 12

Does the ORR sexual abuse hotline allow or encourage callers to remain anonymous or is access to crisis support contingent on providing personally identifying information?

Callers can remain anonymous.

Q-097

Attachment 1 Subtask 2.7 13

In creating safety plans for children and youth, are hotline specialists encouraged to follow best practices for working collaboratively with survivors to allow choice in the crafting of a safety plan?

Yes

Q-098

Attachment 1 Subtask 4.1 17

Does the ORR have requirements or preferences about regional or dialectical Spanish expertise among its bilingual call center workers?

No

Q-099

Attachment 3 Clause, PWS, Su Q#5

For purposes of estimating sub-contractor time, what percentage of calls received on the NCC-SAH are from callers who do not speak English or Spanish?

Majority of calls are non english speakers. Roughly 80-85%.

Q-100 Attachment 3 Clause, PWS, Su Q#15

What is there an estimated date of the award and/or period for implementation?

The tentative award date is April 1, 2025.

Q-101

Attachment 3 IT Q#15 What framework do you use? (e.g. NIST)

NIST (NIST 800-161, NIST 800-171, NIST 800-53, NIST 800-63, NIST CSF, NIST 800-207)) FedRAMP

FIPS 140

Q-102

Attachment 3 IT Q#16 What data would ORR want transferred at the end of the contract?

All data must be transferred. All data transfer should meet security and privacy constraints. All data is subject to records retention and to records retention process audits.

NCC SAH Sources Sought