2026-RE-0002 Region 4 Crisis Call Center - Final.pdf

REQUEST FOR PROPOSALS

2026-RE-0002

Region 4 Crisis Call Center

Issue Date: June 17, 2026

Commodity Code(s): 95262 - Mental Health Services

Title: Region 4 Crisis Call Center

Purchasing Agency: Richmond Behavioral Health Authority

107 South 5th Street

Richmond, VA 23219

Sr. Contract Officer: Michael Rogers, VCO, VCA, MBA michael.rogers@rbha.org

Location where work will be performed: Richmond, VA

Initial Period of Contract: From initial date of contract award through October 31, 2028, with eight (8) one-year renewal options.

SEALED PROPOSALS WILL BE RECEIVED UNTIL 2:00 PM EST, July 21, 2026, for furnishing the goods or services described herein. Proposals received after this date and time shall not be considered.

PROPOSAL SUBMISSION: SEALED

ELECTRONIC SUBMISSION is available through eVA. Original, non-redacted copies must be included with submission. (All vendors must be registered in eVA. See Section XI. Special Terms &

Conditions, item 11). Vendors must contact eVA Customer Care with any issues or questions. Late submittals will not be accepted by electronic submission, nor will they be accepted by RBHA.

MAIL DELIVERY HAND DELIVERY, FEDEX, UPS

Richmond Behavioral Health Authority Richmond Behavioral Health Authority

Attn: Michael Rogers, Purchasing Attn: Michael Rogers, Purchasing

107 S 5th St. 420 E Cary Street

Richmond, Virginia 23219-3825 Richmond, Virginia 23219-3816

Monday - Friday 8:00 am - 4:30 pm Monday - Friday 8:00 am - 4:30 pm

The offeror shall ensure that proposals are received at the location indicated by the date and time listed herein. If an addendum is issued to this RFP, it is the responsibility of the offeror to acknowledge that addendum as part of the proposal submission.

PRE-PROPOSAL CONFERENCE: An optional pre-proposal conference will be scheduled. The pre-proposal conference will be a virtual meeting. Reference Section VII. Pre-Proposal Conference for more information.

mailto:michael.rogers@rbha.org

2026-RE-0002 Region 4 Crisis Call Center Page 2

In compliance with this request for proposals and to all the conditions imposed therein, the undersigned firm hereby agrees to furnish all goods and services in accordance with the attached signed proposal or as mutually agreed upon by subsequent negotiation.

Further, the undersigned firm hereby warrants and certifies that –

(1) All information provided below and, in any schedule, attached hereto is true, accurate and complete;

(2) The individual signing on Offeror’s behalf is authorized to bind the Offeror in any and all contractual matters relating to this Request for Proposals;

(3) The Offeror, the individual signing on behalf of the Offeror, or any officer of the firm does not have any business or personal relationships with any other persons, including RBHA employees, officers or executives; or companies that are in conflict with the Commonwealth of Virginia’s Conflict of

Interest Act or of any RBHA terms and conditions;

(4) The Offeror has not employed or retained any firm or person other than a bona fide employee working solely for the firm to solicit or secure this contract and has not paid or agreed to pay any firm or person other than a bona fide employee working solely for the firm any fee, commission, percentage, brokerage fee, gifts or other consideration contingent upon or resulting from the award or making of this contract. For breach or violation of this warranty, RBHA shall have the right to annul or void any resulting contract without liability or, in its sole discretion, to deduct from the contract price or consideration, or otherwise recover the full amount of such fee, commission, percentage, brokerage fee, gift or contingent fee.

If the Offeror knowingly makes a material misrepresentation in submitting information to the Authority, such misrepresentation will be sufficient grounds for rescinding an award to the Offeror.

OFFEROR INFORMATION (Sign in ink and type or print requested information)

(Official Signature in Ink)

Print Name

Title

Date

Name of Firm (Offeror) eVA Vendor ID

Business Address

Telephone Number Email address

Note: This public body does not discriminate against faith-based organizations in accordance with the Code of Virginia, § 2.2-4343.1 or against an offer or Offeror because of race, religion, color, sex, national origin, age, disability, or any other basis prohibited by state law relating to discrimination in employment.

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TABLE OF CONTENTS

I. PURPOSE

II. BACKGROUND

III. STATEMENT OF NEEDS

IV. ADDITIONAL REQUIREMNTS

V. REGION 4 RESPONSIBILITIES

VI. SHARED RESPONSIBILITIES

VII. PRE-PROPOSAL CONFERENCE

VIII. PREPARATION AND SUBMISSION OF PROPOSALS

IX. EVALUATION, SELECTION AND AWARD PROCESS

X. GENERAL TERMS AND CONDITIONS

XI. SPECIAL TERMS AND CONDITIONS

XII. METHOD OF PAYMENT

XIII. ATTACHMENTS

Attachment A – Vendor Data Sheet

Attachment B – Virginia State Corporation Commission (SCC) Registration

Attachment C – Pricing Schedule

Attachment D – Business Associate Agreement

2026-RE-0002 Region 4 Crisis Call Center Page 4

I. PURPOSE

The purpose of this Request for Proposals (RFP) is to solicit sealed proposals from qualified firms to establish a term contract through competitive negotiation to provide a Crisis Call Center to the

Richmond Behavioral Health Authority and Region 4, (herein referred to as the “Authority” or

“RBHA”) a political subdivision of the Commonwealth of Virginia.

Region 4 is comprised of six (6) Community Service Boards and one (1) Behavioral Health

Authority designated by Virginia’s Department of Behavioral Health and Developmental Services and includes the following localities: Amelia, Buckingham, Charlotte, Charles City, Chesterfield, Cumberland, Dinwiddie, Goochland, Greensville, Hanover, Henrico, Lunenburg, New Kent, Nottoway, Powhatan, Prince Edward, Prince George, Surry, Sussex, City of Colonial Heights, City of Emporia, City of Hopewell, City of Petersburg, and City of Richmond.

II. BACKGROUND

RBHA is licensed by the Virginia Department of Behavioral Health and Developmental Services and is the statutorily established public entity responsible for providing mental health, developmental, and substance abuse and prevention services to the citizens of the City of

Richmond. RBHA was established in July 1996 by resolution of the City Council of the City of

Richmond, pursuant to §37.2-600 of the Code of Virginia, as a behavioral health authority.

Integrated services are available for adults, children, and families through a central intake unit.

Services are provided directly by staff of the Authority and through contracts with private providers within the community. RBHA has approximately 900 employees. RBHA has a diverse staff and client population. The staff serves a client population that includes all categories of age, race, sex, and socio-economic status. Please visit https://www.rbha.org/ for further information.

Region 4 is comprised of six Community Services Boards (CSB) and one Behavioral Health

Authority: Chesterfield CSB, Crossroads CSB, Greater Reach CSB, Goochland-Powhatan CSB, Hanover CSB, Henrico Area Mental Health and Disability Services, and RBHA.

In accordance with Code of Virginia § 37.2-500, the core services provided by Community Services

Boards within the cities and counties that they serve (Section 8.0) shall include:

A. Emergency services;

B. Same-day mental health screening services;

C. Outpatient primary care screening and monitoring services for physical health indicators and health risks and follow-up services for individuals identified as being in need of assistance with overcoming barriers to accessing primary health services, including developing linkages to primary health care providers; and

D. Subject to the availability of funds appropriated for them, case management services.

Subject to the availability of funds appropriated for them, the core of services may include a comprehensive system of inpatient, outpatient, day support, residential, prevention, early intervention, and other appropriate mental health, developmental, and substance abuse services necessary to provide individualized services and supports to persons with mental illness, developmental disabilities, or substance abuse. Community services boards may establish crisis stabilization units that provide residential crisis stabilization services.

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In order to provide comprehensive mental health, developmental, and substance use disorder treatment services within a continuum of care, the community services board shall function as the single point of entry into publicly funded mental health, developmental, and substance use disorder treatment services.

In accordance with Code of Virginia §37.2-808 (Emergency custody; issuance and execution of order.) as it relates to this Request for Proposals, Community Services Boards shall adhere to the following:

A. Any person for whom an emergency custody order is issued shall be taken into custody and transported to a convenient location to be evaluated to determine whether the person meets the criteria for temporary detention pursuant to § 37.2-809 and to assess the need for hospitalization or treatment. The evaluation shall be made by a person designated by the community services board who is skilled in the diagnosis and treatment of mental illness and who has completed a certification program approved by the Department.

B. Upon completion of testing, observation, or treatment pursuant to § 37.2-1104, the hospital emergency room or other appropriate facility in which the person is detained shall notify the nearest community services board, and the designee of the community services board shall, as soon as is practicable and prior to the expiration of the order for temporary detention issued pursuant to § 37.2-1104, conduct an evaluation of the person to determine if he meets the criteria for temporary detention pursuant to § 37.2-809.

C. In addition to the eight-hour period of emergency custody set forth in subsection G, H, or

K, if the individual is detained in a state facility pursuant to subsection E of § 37.2-809, the state facility and an employee or designee of the community services board as defined in § 37.2-809 may, for an additional four hours, continue to attempt to identify an alternative facility that is able and willing to provide temporary detention and appropriate care to the individual.

III. STATEMENT OF NEEDS

A. Call Center Operations

RBHA aims to ensure capacity to provide clinically staffed, 24/7, call hub/crisis centers with telephonic crisis intervention services to all callers, meet 988 suicide and crisis lifeline operational guidelines regarding suicide risk assessment and engagement as well as offer air traffic control (ATC) quality coordination of crisis care in real-time. Services must be provided to the residents of all counties and localities within Region 4 with in-state backup, in collaboration with other Virginia

Centers, and will include a website, internet-based communications including chat capabilities, a telephone hotline, as well as text hotline capabilities.

Offerors must be accredited as a 988 suicide and crisis lifeline by an accrediting body (such as

American Association of Suicidology (AAS).

In the proposal, the successful offeror(s) will demonstrate the experience, capacity and capability to:

1. Provide crisis phone, text, and web chat support and crisis communication and information services for primarily suicide prevention that meets or exceeds standards prescribed by the

American Association of Suicidology (AAS). Such services should include, but are not limited to: a website, internet-based communication including chat capabilities, a telephone hotline, and text hotline capabilities for residents. Assistance via these services should include, but is not limited to: immediate emergency interventions, crisis de-escalation, supportive listening

2026-RE-0002 Region 4 Crisis Call Center Page 6 services, referrals for hospitalization, and other community information and referral services.

The Crisis Call Center will understand and employ knowledge of local and regional resources to provide caller access to: substance use disorder treatment services, outpatient therapy, Community Services Board (CSB) intake, emergency medication, and other community-based supports.

2. Provide immediate emergency interventions, crisis de-escalation, supportive listening services, referrals for hospitalization, information, and referral services via phone, text, and web communication methods.

a. Telephone hotline- A toll-free telephone hotline should be available and staffed 24 hours per day and 7 days per week, 365 days a year to provide immediate assistance for residents. All calls will be answered by a staff or volunteer and should not go to a voicemail system.

i. The system shall allow for transcriptions of calls and text to be readily available.

3. Meet 988 suicide and crisis lifeline operational guidelines, regarding suicide risk assessment and engagement, Substance Abuse and Mental Health Services Administration (SAMHSA) 2025

National Guidelines for a Behavioral Health Coordinated System of Crisis Care

(https://library.samhsa.gov/sites/default/files/national-guidelines-crisis-care-pep24-01-037.pdf)

(https://www.samhsa.gov/mental-health/national-behavioral-health-crisis-care); and the Virginia

Department of Behavioral Health and Development Services (DBHDS) guidelines for the Crisis

Call Centers (https://dbhds.virginia.gov/crisis-services-information-for-providers/).

4. Implement a standardized Level of Care Assessment tool consistent with DBHDS Crisis Call

Center standards. Based on this assessment and an internal (program-developed and regional stakeholder approved) decision tree, the call center will determine the level of response needed to de-escalate the situation and provide linkage to appropriate community services. The Crisis

Call Center will initiate a mobile crisis response through the regional crisis hub serving the catchment area and/or a Marcus Alert response via established local protocols. For all calls that do not necessitate an immediate mobile or Marcus Alert response, but do need referral or service linkage, the Crisis Call Center will notify the crisis hub care navigator for follow up. Mobile responders must also meet training requirements established by the Department of Behavioral

Health and Developmental Services.

To ensure full compliance with these standards and achieve key performance indicators (KPIs), including response times, call abandonment rates, and effective crisis intervention outcomes, we will implement a structured monitoring process to track and measure performance. If the Call

Center should fail to meet this metric for the state’s 988 line or the Region 4 community line, the

Call Center will submit a plan on how they will resume meeting the standard. Additionally, dedicated call-taking staff will be required to maintain appropriate service levels, ensuring that all crisis calls are answered promptly, assessed thoroughly, and appropriately engaged according to best practices. Staffing levels will be adjusted as needed based on call volume data and KPI performance metrics to optimize service delivery and crisis response effectiveness.

Mandatory monthly KPIs ranges are considered:

• Call Answer Rate of greater than 90% for 988 calls, 90% for the community line, and 95% for the PSAP line

• Answer time in less than 30 seconds for 80% of calls

• Answer time in less than 60 seconds for 90% of calls

• Call Handle Time of less than 20 minutes for 90% of calls

• In state answer rate at least 90%

• Abandonment rate less than 10% https://library.samhsa.gov/sites/default/files/national-guidelines-crisis-care-pep24-01-037.pdf https://www.samhsa.gov/mental-health/national-behavioral-health-crisis-care https://dbhds.virginia.gov/crisis-services-information-for-providers/

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5. Offeror will describe how the Call Center will coordinate with dispatch if not directly responsible for the service.

6. These services should ideally be provided from one primary physical location (center) and utilize a hybrid staffing model consisting of clinically trained paraprofessionals, volunteers, and licensed staff to address the varying levels and types of crisis calls that may be received. If one physical location/center is not feasible, the offeror must be able to articulate a staffing plan to provide availability of clinical oversight and supervision at all times. The offeror will also ensure accessibility to interpretation/translation services is available 24/7 to accommodate communication needs of callers.

7. The offeror will partner with the Region 4 Regional Office for ongoing review, guidance, and consultation regarding operating policies and procedures of the Crisis Call Center including the provision of training for regional resources, local processes, and stakeholder engagement. The offeror, in collaboration with the Regional Office, will develop structural outlines for each CSB within Region 4 to provide timely and effective access to crisis services and resources in accordance with Code of Virginia requirements (Section 9.0). Structural outlines shall ensure proper referral of services originating from the Crisis Call Center transferred to a regional hub that will then refer to the appropriate Community Service Board (based on location). If

Community Services Board services are determined to not be accessible and/or appropriate, referral to a private provider will occur.

8. The offeror will participate in monthly regional meetings to discuss utilization, data review, provide guidance, and provide subject matter expertise.

9. The Offeror will agree to utilize the Virginia Crisis Connect (VCC) data platform established by

DBHDS, which will include the level of care screening and align with Marcus Alert protocols.

The Offeror will provide data at regularly established intervals (and as requested by regional staff), to DBHDS as required, and communicate significant differences in data outcomes as soon as possible to the Region 4 Regional Office.

10. Provide crisis prevention marketing, communication, and information services. At a minimum, services shall include an internet website with information and resources regarding:

a. Suicide and suicide prevention; suicide warning signs; how to help someone with suicidal ideation;

b. Linkages to risk and protective factors associated with suicide prevention including other public health issues such as bullying, domestic violence, violence, and substance abuse.

c. Additional information, such as data and research on suicide and other public health issues.

d. Resources and links for community members about suicide prevention.

e. Describe how the vendor operations comply with all relevant state and federal privacy and security regulations

B. Dispatch

RBHA aims to ensure capacity to provide clinically staffed, 24/7 Mobile Crisis Response Dispatch

Team with telephonic crisis intervention services to all callers, meet 988 suicide and crisis lifeline operational guidelines regarding suicide risk assessment and engagement as well as offer air traffic control (ATC) quality coordination of crisis care in real-time. Services must be provided to the residents of all counties and localities within Region 4 and will include a website, internet-based communications including chat capabilities, a telephone hotline, as well as text hotline capabilities.

Offerors must be accredited as a 988 suicide and crisis lifeline by an accrediting body (such as

American Association of Suicidology (AAS)) or must submit a signed letter of commitment from a

988 suicide and crisis lifeline so certified agreeing to subcontract with the applicant to perform telephone hotline, texting, and online chat services as specified in this RFP.

2026-RE-0002 Region 4 Crisis Call Center Page 8

In the proposal, the successful offeror(s) will demonstrate the experience, capacity and capability to:

1. Develop a tiered dispatch decision making framework for the below factors.

a. The Contractor shall implement and maintain a standardized, tiered dispatch decision-making framework for Mobile Crisis Response Services. Dispatch determinations shall not rely solely on geographic proximity but instead incorporate a multi-factor assessment to ensure clinically appropriate and efficient resource deployment.

b. At a minimum, the Contractor’s dispatch protocol shall require consideration of the following factors:

i. Clinical Acuity:

Assessment of the individual’s level of risk, including but not limited to suicidality, homicidality, medical instability, and behavioral escalation, to ensure prioritization of the most clinically urgent cases.

ii. Continuity of Care (“Familiar Voice/History”):

Where feasible and clinically appropriate, prioritization of response by regionally funded MCR teams as primary responder

iii. High Utilizer Geographic Patterns:

Identification and incorporation of data related to high-frequency service utilization by individuals and/or geographic areas to inform proactive and strategic deployment of resources. If a high utilizer is identified the primary response would be from a regionally funded MCR team.

2. The contractor shall develop and maintain a dispatch analytics framework to systematically evaluate patterns in service delivery, including but not limited to:

a. Dispatch volume by hour or day, day of week, and seasonal variations

b. Heat mapping of dispatches by locality, zip code, and identified high-utilizer zones

c. Identification of high-frequency individuals and repeat dispatch locations

d. Dispatch delays and rejections specific to private provider agency

3. The contractor shall produce and submit standardized dispatch performance reports with the following minimum frequency:

a. Monthly Reporting (Required)

i. Total number of dispatches (by acuity level and modality of origin)

ii. Dispatch initiation and completion time metrics

iii. Geographic distribution of dispatches

iv. Use of private/secondary providers

v. Failed, delayed, or declined dispatches with documented reasons

vi. Repeat utilization (individual and location-level)

b. Quarterly Analytic Reports (Required)

i. Trend analysis of dispatch demand and system performance

ii. Identification of high-utilizer cohorts and recommended interventions

iii. Capacity analysis, including unmet need and overflow patterns

iv. Recommendations for system optimization and resource deployment

c. The contractor shall also produce and submit the following mandatory monthly reports to DBHDS:

i. WD2 Monthly Report

ii. Follow-Up Monthly Report

iii. Virginia Volume Monthly Report

iv. VADBHDS SAMHSA Monthly Report

4. Offeror will describe how the Call Center will provide air traffic control quality coordination of crisis care, to include the dispatch and mobilization of Mobile Crisis Teams, in real time, and as

2026-RE-0002 Region 4 Crisis Call Center Page 9 clinically necessary. Offeror will describe how the Call Center will provide dispatch of mobile crisis response teams utilizing dedicated positions with staffing provided on a 24/7/365 basis.

IV. ADDITIONAL REQUIREMNTS

The Successful Offeror will adhere to the following:

1. Representation, operating policies and procedures, and data reporting on the Regional Crisis

Call Center will be coordinated through the Region 4 Regional Office, as established by the

Executive Directors of Region 4 and in compliance with DBHDS guidelines. The Offeror will not operate independently, or outside of, these established protocols, policies, and procedures unless mutually agreed upon and established in writing by Offeror and Region/CSB. The

Offeror also agrees to not refer to self, or any subsidiary, for services unless done in consultation with CSB and mutually agreed upon by Region/CSB and offeror.

2. The contractors providing service to youth and other vulnerable populations must have

Criminal Background Records checks through State Police and Child Protective Services (CPS) for all employees and volunteers who are directly or indirectly providing services to client in the community. Records check request forms are to have been submitted to the State Police and Child Protective Services by time of hire and are to be completed within a 45-day time period.

3. In accordance with Code of Virginia, §12VAC35-105-510, Tuberculosis screening.

(https://www.virginia.gov/) the following Tuberculosis Screening requirements apply:

a. Each new employee, contractor, student, or volunteer who will have direct contact with individuals receiving services shall obtain a statement of certification by a qualified licensed practitioner indicating the absence of tuberculosis in a communicable form within 30 days of employment or initial contact with individuals receiving services.

The employee shall submit a copy of the original screening to the provider. A statement of certification shall not be required for a new employee who has separated from service with another licensed provider with a break in service of six months or less or who is currently working for another licensed provider.

b. All employees, contractors, students, or volunteers in substance abuse co-occurring outpatient or residential treatment services shall receive tuberculosis education on an annual basis. The education shall focus on self-presentation in the event of exposure to active tuberculosis or the development of symptoms of active tuberculosis.

c. Any employee, contractor, student, or volunteer who comes in contact with a known case of active tuberculosis disease or who develops symptoms of active tuberculosis disease, including fever, chills, hemoptysis, cough, fatigue, night sweats, weight loss, or anorexia, of three weeks duration shall be screened as determined appropriate for continued contact with employees, contractors, students, volunteers, or individuals receiving services based on consultation with the local health department.

d. No employee, contractor, student, or volunteer suspected of having active tuberculosis shall be permitted to return to work or have contact with employees, contractors, students, volunteers, or individuals receiving services until a physician has determined that the person is free of active tuberculosis.

4. Offeror will ensure that all paid and volunteer staff have received proper training in human rights, trauma, risk assessment, and safety planning. Each staff or volunteer will operate within the scope of work prescribed by their training and credentialing and will not operate outside of these areas.

5. If currently operating as a National Suicide Prevention Lifeline or other relevant response line, maintain current capacity to field existing call volume utilizing the support and funding

2026-RE-0002 Region 4 Crisis Call Center Page 10 dedicated to those responsibilities. No funding from this agreement should be utilized to supplant existing support managed by the firm.

6. The Offeror will participate in all required DBHDS sponsored statewide Call Center trainings through the duration of the contract.

7. Preference will be given to offerors that meet the eligibility requirements for a Subrecipient

Funding Agreement as defined in 2 CFR 200.1. Under this regulation, a subrecipient is not permitted to earn profit and must provide either a cash or in-kind contribution in support of the program. Accordingly, DBHDS will award federal funds only to entities that hold not-for-profit status and are therefore able to meet these federal subrecipient requirements. Reference: Code of Federal Regulations, 2 CFR § 200.1 – Definitions (Subrecipient).

V. REGION 4 RESPONSIBILITIES

1. Facilitate regular contract performance reviews to ensure communication between the contractor and CSB/Region and to review utilization data, reporting requirements, and outcome of services.

2. Provide the contractor with training which will include but is not limited to regional policies and procedures, CSB and local/community specific resources, stakeholder communication expectations, contact information and expectations for referral to other regional call centers, data collection and reporting requirements, as well as training requirements for Crisis Call

Center staff.

3. Community Services Board Emergency Services staff will be available for consultative services

24 hours per day, 7 days per week.

4. Community Service Boards will respond, in accordance with Code of Virginia requirements

(Section 9.1) and established timelines, to provide immediate and follow-up services for call center callers per established structural outline (Section 10.9).

5. Provide periodic review and oversight of interactions between call center staff and individuals requesting services.

6. Ensure contractor is accessing DBHDS’ call center software and data platform for call center staffing and utilization.

VI. SHARED RESPONSIBILITIES

The contractor’s staff must be available for consultation with the Region 4 Crisis Continuum

Services Staff on an as-needed basis 24/7/365.

The Region expects to maintain appropriate staff to assist with managing private crisis provider relations and contracts/MOUs, support coordination and communication between the contractor and

Region 4-operated crisis programs and other key stakeholders, support efforts aimed at community education, awareness, and appropriate use of crisis continuum services including 988. Assigned staff will collaborate with DBHDS on statewide marketing and education plans that may be developed in accordance with the establishment of the 988 suicide and crisis lifeline system. It is expected that assigned staff will maintain specific relationships with regional Marcus Alert Teams, Crisis

Stabilization Units, 23hr crisis receiving centers, and local community based behavioral health and developmental disability providers.

The Region expects to maintain Care Navigator(s) to provide follow-up, continuity of care, and/or community resources and linkages for individuals experiencing a behavioral health crisis in Region

4. Care Navigation may include: completing a follow-up call service; contacting individuals who

2026-RE-0002 Region 4 Crisis Call Center Page 11 have an expressed need for additional community services and/or resources; and, facilitating connection to identified services and supports.

VII. PRE-PROPOSAL CONFERENCE

1. An optional pre-proposal conference is scheduled for 1:00 p.m., Wednesday, June 24, 2026.

The meeting will be available via Teams using the link provided below:

Microsoft Teams meeting

Join: https://teams.microsoft.com/meet/223690189081109?p=IsC9INxDfQ85WSoeKi

Meeting ID: 223 690 189 081 109

Passcode: 7g4Gd9dB

2. Potential Offerors are encouraged to submit any questions pertaining to this RFP in writing no later than 12:00 p.m. Wednesday, July 1, 2026. NO FURTHER INQUIRIES WILL BE

ACCEPTED.

3. All questions should be submitted to Michael Rogers via email at Michael.rogers@rbha.org with the following subject line: “Questions Regarding: RFP 2026-RE-0002, Region 4 Crisis

Call Center.”

VIII. PREPARATION AND SUBMISSION OF PROPOSALS

1. General Instructions:

a. In order to be considered for selection, Offerors must submit a complete response to this RFP that includes:

i For paper response

• One (1) original (so marked) and six (6) copies of each proposal;

• One original version in electronic format (USB drive);

• and one redacted version in electronic form in PDF format (if needed).

Identification and Delivery of Proposal (for paper response):

The signed RFP response must be returned in a separate envelope by the date and time set herein, and identified as follows:

Return Address: Vendor’s name and complete mailing address

Address to: [As stated on RFP Title page, “PROPOSAL SUBMISSION”]

Lower left: RFP 2026-RE-0002

Title: Region 4 Crisis Call Center

Closing Date: July 21, 2026, 2:00 p.m., EST

If an RFP response is mailed, the Offeror takes the risk that the envelope, even if marked as described above, may be inadvertently opened and the information https://teams.microsoft.com/meet/223690189081109?p=IsC9INxDfQ85WSoeKi

2026-RE-0002 Region 4 Crisis Call Center Page 12 compromised which may cause the response to be disqualified. RFP responses delivered that require an “Additional Postage Due” payment will not be accepted.

RFP responses may be hand delivered to the designated location identified on the cover page. No other correspondence or other RFP response should be placed in the envelope.

ii Electronic submission

• Electronic submission is available through eVA. Original, non-redacted copies must be included with submission. Vendors must contact eVA Customer Care with any issues or questions. Late submittals will not be accepted by electronic submission, nor will they be accepted by RBHA. (All vendors must be registered in eVA. See Section XI Special Terms & Conditions, item 11).

iii. No other distribution of the proposal shall be made by the offerors. Proposals will not be accepted by facsimile transmission or by electronic mail.

b. Late Proposals. No proposal received after the date and time specified for receipt of offers will be considered. The time a proposal is received in hand is determined by the time stamped on the proposal receipt by the time clock at the Receptionist Desk on the Lobby Level of RBHA

Administrative Building located at 420 East Cary Street, Richmond, VA 23219. Proposals received late will not be accepted. RBHA is not responsible for delay in delivery by U.S. Postal

Service, private carrier, hand delivery or inter-office mail. It is incumbent upon the Offeror to ensure its proposal is received at the date, time and place specified.

2. Proposal Preparation:

a. Proposals shall be signed by an authorized representative of the firm. All information requested should be submitted. Failure to submit all information requested may result in RBHA requiring prompt submission of missing information and/or giving a lowered evaluation of the proposal.

Proposals which are substantially incomplete or lack key information may be rejected.

Mandatory requirements are those required by law or regulation or are such that they cannot be waived and are not subject to negotiation.

b. Proposals should be prepared simply and economically, providing a straightforward, concise description of capabilities to satisfy the requirements of the RFP. Emphasis should be placed on completeness and clarity of content. Proposals that are not substantive may be considered non-responsive. It is not sufficient for the Offeror to address the proposal in general terms or in terms other than those outlined in the proposal.

c. Proposals should be organized in the order in which the requirements are presented in the RFP.

All pages of the proposal should be sequentially numbered. Each paragraph in the proposal should reference the paragraph number of the corresponding section of the RFP. It is also helpful to cite the paragraph number, subletter, and repeat the text of the requirement as it appears in the RFP. If a response covers more than one page, the paragraph number and subletter should be repeated at the top of the next page. The proposal should contain a table of contents which cross-references the RFP requirements. Information which the offeror desires to present that does not fall within any of the requirements of the RFP should be inserted at an appropriate place or be attached at the end of the proposal and designated as additional material.

Proposals that are not organized in this manner risk elimination from consideration if the evaluators are unable to find where the RFP requirements are specifically addressed.

d. Each copy of the proposal should be bound or contained in a single volume where practical. All documentation submitted with the proposal should be contained in that single volume.

2026-RE-0002 Region 4 Crisis Call Center Page 13

e. Ownership of all data, materials, and documentation originated and prepared for RBHA pursuant to the RFP shall belong exclusively to RBHA and be subject to public inspection in accordance with the Virginia Freedom of Information Act. Trade secrets or proprietary information submitted by an offeror shall not be subject to public disclosure under the Virginia Freedom of

Information Act; however, the offeror must invoke the protections of § 2.2-4342F of the Code of

Virginia, in writing, either before or at the time the data or other material is submitted. The written notice must specifically identify the data or materials to be protected and state the reasons why protection is necessary. The proprietary or trade secret material submitted must be identified by some distinct method such as highlighting or underlining and must indicate only the specific words, figures, or paragraphs that constitute trade secret or proprietary information.

The classification of an entire proposal document, line-item prices, and/or total proposal prices as proprietary or trade secrets is not acceptable and may result in rejection of the proposal. If, after being given reasonable time the offeror refuses to withdraw the prohibited classification designation, the proposal will be rejected.

f. All proposals submitted in response to this RFP will become the property of RBHA and are not returned. However, if any portion of the proposal is marked "proprietary” and is highlighted, this portion can be returned after award of contract if requested, at the vendor’s expense.

g. Offerors who submit a proposal in response to this RFP may be required to give an oral presentation of their proposal. This provides an opportunity for the offeror to clarify or elaborate on its proposal. This is a fact finding and explanation session only and does not include negotiation. The Purchasing Agency will schedule the time and location of these presentations.

Oral presentations are an option of RBHA and may or may not be conducted.

3. Offeror’s Understanding of the Requirements:

a. Offerors are responsible to inquire about and clarify any requirement of this RFP that is not understood. Oral requests for information will not be accepted.

b. All inquiries must be submitted in writing to Michael Rogers via email at michael.rogers@rbha.org. Please include “RFP #2026-RE-0002, Region 4 Crisis Call Center

Questions” in the subject line.

c. All written inquiries must be received at the Purchasing Office no later than 12:00 p.m. July 1, 2026. NO FURTHER INQUIRIES WILL BE ACCEPTED. Written answers will be provided by an addendum and posted to the Commonwealth of Virginia’s procurement website at www.eva.virginia.gov. The offerors are responsible for ascertaining the existence of any addendum.

4. Specific Proposal Instructions:

Offerors are required to submit the following items as a complete proposal:

The offeror must submit the Proposal with the following information. This information will be considered the minimum content of the proposal. Proposal contents shall be arranged in the same order and identified with headings as presented herein.

a. Name of firm submitting proposal; main office address; contact name with phone number and email address; when organized; if a corporation, when and where incorporated; appropriate

Federal, State, and County registration numbers.

b. A list of any current services offered by the firm that are licensed by The Virginia Department of

Behavioral Health and Developmental Services.

http://www.eva.virginia.gov/

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Tab 1: Forms

Return the RFP cover sheet completed and signed as required, including signed addenda acknowledgments, if any.

• A cover letter outlining, in general, the contents of the offer, and certification of the firm’s intent to comply with all requirements listed in the RFP

• Completed and signed cover sheet (RFP Title page and page 2)

• Attachment A - Vendor Data Sheet (1 page)

• Attachment B - State Corporation Commission Form (1 page)

• Attachment C - Pricing Schedule (1 page)

• Other forms as required (e.g. Insurance Certificate)

• Provide a narrative explanation of any limitations, exceptions or exclusions of service, and a description of any assumptions made or expectations of RBHA/Region 4 not herein delineated

Tab 2: Qualifications And Experience of Offeror

1) Written narrative statement to include

a. Company Overview

• Company overview and location from which the services will be performed.

• The firm’s organizational structure and history, locations and subsidiaries; legal status (e.g. corporation, joint venture) and location of primary operation.

• Names, qualifications, experience and contact information for principal points of contact

b. Capabilities

• Describe your firm’s approach to providing the required services. Each requirement of the Statement of Needs should be addressed.

• Summary of services and offerings

c. Alternative Services

• Additional services that the Offeror proposes that will enhance RBHA’s capacity

• Alternative services not provided under this RFP that may be of benefit to RBHA.

Alternative services shall be fully and completely described.

2) Pricing

a. Include a completed pricing sheet (See Attachment C) to quote detailed service rates.

This pricing sheet is not intended to limit the services a vendor may provide. This section shall serve as a pricing benchmark during proposal evaluation.

3) Litigation

a. Disclose any information about pending legal proceedings or business litigation against the firm, any officer or principal (jointly and separately). If necessary, provide an explanation and indicate the current status of disposition.

b. Disclose any instances of licensure or code violations, circumstances, and final disposition.

c. Copies of recent code inspections at similar facilities.

Tab 3: Experience

1) Offerors shall:

a. Provide details of current or recent (within the past three years) services of similar nature. Provide evidence of licenses, certifications, and approvals for other relevant programs

b. Provide specific plans for providing the proposed services including:

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i. Provide a detailed narrative describing the firm’s approach to providing the types of services required in the Scope of Services, including a description of the proposed operational procedures that will ensure that call center will provide 24 hours a day/365-day services that are stipulated in this RFP.

ii. Describe in detail what, when, and how the services will be performed and delegated to the appropriate regional Call Center.

c. A description of the proposed record keeping and information sharing system that complies with all state and federal standards (including HIPAA). A description of the protocol proposed that ensures an appropriate level of communications with Region 4 regarding Call Center and contract matters.

d. Clearly identify any proposed equipment or goods including operating parameters, illustrations, etc. required to satisfy the Scope of Services.

e. Provide a transition plan and time frame for implementation and completion.

f. Have an active account with eVA and an active registration status with the Virginia SCC

g. Provide staff who are properly trained and certified as needed

Tab 4: Financial Data and Proposed Price

a. Firm’s Financial Data. Provide financial data such as bonding capabilities, Financial

Statement or Annual Report.

b. A narrative description that explains the method used to establish the annual charge.

This description must include an explanation of the projected annual reduction due to anticipated revenue.

Tab 5: Outcomes

Describe your firm’s plan for tracking the KPIs outlined in Section III.A.4 as well as any additional measurable outcomes that are consistent with the key components outlined in Section III. Statement of Needs and Section IV. Additional Requirements and consistent with the strategic plan, outcome strategies, and performance outcome measures described in section II. Background. Include projected number of individuals to be served. Include the plan for adhering to data collection and reporting requirements listed in Section III. Statement of Needs.

Tab 6: Program Approach

a. Describe the proposed services that address Section III. Statement of Needs, and how they will be used to achieve the measure outcomes.

b. Provide program timelines that indicate activities planned, major milestones, assigned responsibility for each and outline the completion of each milestone by month or quarter during the contract period.

c. Describe the marketing/promotional strategies that will be used to inform, educate, and engage residents.

d. Describe how services will be compliant with state 988 implementation plan.

e. Describe the community partnerships and resources that will be utilized to maximize service delivery, minimize duplication, and follow the national best practice of having the majority of calls responded to in a community setting and avoiding police involvement unless absolutely necessary.

f. Describe offeror’s awareness of the difficulties in the completion of this undertaking, and a plan for surmounting them. In addition, the offeror may also comment on any aspect of the Request for Proposal, including suggestions on possible additional and/or alternative approaches to Section III. Statement of Needs.

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g. Describe offeror’s plan to recruit, train, supervise, and retain staff within a hybrid model of clinically trained paraprofessionals, volunteers, and licensed staff to address the varying levels and types of crisis calls that may be received. This includes internship opportunities for peers and family support partners.

Tab 7: Organizational Capacity

Describe the overall organization’s mission, vision, and array of services. Include the overall organizational structure and statistical data regarding individuals served by service area as well as any other data that describes the organization’s capacity.

a. Describe the organization and staff experience related to the program approach. Provide contact information for three references that can speak to the organization’s experience.

b. Describe a staffing and volunteer plan to accomplish the work and provide job descriptions for staff/volunteers to include qualifications and resumes of any staff that are currently in place. This includes number of licensed staff available to supervise Call

Center operators to ensure adequate availability of supervision.

c. Describe the organization’s ability to address language/communication barriers.

d. Provide a staff training plan that ensures initial and periodic training of all staff regarding: policies and protocols as established by the region pertaining to program operation, suicide, cultural competency, referral resources and services, and other relevant issues.

e. Provide a plan for evaluating the program for quality control purposes.

f. Include a copy of accreditation as a Crisis Call Center by approved accrediting body.

Applicants utilizing a subcontractor with a certified Crisis Call Center must include a copy of the subcontractor’s certification.

g. Provide a copy of the organization’s policies and procedures manual for these services.

h. Provide financial statements audited by an independent Certified Public Accountant

(CPA). This should include the opinion letter, management letter, income statement, balance sheet, and notes to the financial statements from the most recent reporting period. In addition, provide an income statement and balance sheet from the most recent reporting period.

The personnel named in the technical proposal will remain assigned to the project throughout the period of this contract. No diversion or replacement may be made without submission of a resume of the proposed replacement with final approval being granted by Region 4 purchasing agent.

Tab 8: Additional Information

1) Exceptions (Optional). Provide a narrative explanation of any limitations, exceptions to terms and conditions or exclusions of service, and a description of any assumptions made or expectations of RBHA not herein delineated. The Offeror shall state any exception to any liability provisions contained in the Request for Proposal in writing at the beginning of negotiations, and such exceptions shall be considered during negotiation. In the case of a proposal for information technology, as defined in Va. Code § 2.2-2006, Offerors are not required to state in a proposal any exception to any liability provisions contained in the Request for Proposal.

IX. EVALUATION, SELECTION AND AWARD PROCESS

1. Offerors are to make written proposals that present the Offeror's qualifications and understanding of the work to be performed. Offerors should address each evaluation criteria and to be specific in presenting its qualifications. Proposals should be as thorough and detailed

2026-RE-0002 Region 4 Crisis Call Center Page 17 as possible so that RBHA may properly evaluate Offeror’s capabilities to provide the required goods/services.

2. As soon as practical following the closing time, RBHA will open and list the proposals for the record. This is not a public opening.

3. During the evaluation phase, proposals are reviewed by the Evaluation Committee to ascertain which proposals address all the requirements of the RFP, and to conduct an analysis to document the adequacy of the proposals. Proposals deemed technically non-responsive or not as responsive as other proposals may be eliminated at this point. The Evaluation Committee may conduct interviews or site visits with selected Offerors to clarify specific matters presented in the proposals. The Evaluation Committee will use information gained during these discussions, and information presented in the proposal, to rank Offerors in accordance with criteria stated in the RFP.

4. The Evaluation Committee will use the following evaluation criteria and weighing factors in selecting the firm(s) for negotiation and recommendation for award of the contract:

Criterion Weight

1.

Qualifications of the Offeror, including background, experience, and expertise

Legal response and financial stability

Prior successful experience of a similar scope and…