06 - Amd 03. Non-Med Counseling Warm Hand-Off and Referrals.docx
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- Solicitation number
- 47QFCA23R0053
About this file
This document provides details for a federal contract opportunity with the General Services Administration for Military OneSource program non-medical counseling, warm hand-off, and referral services. The solicitation number is 47QFCA23R0053 and seeks proposals to provide these services under the Military OneSource program. Proposals are due by the date specified in the RFP and the contract will be awarded shortly thereafter. The services required include providing non-medical counseling support, warm transfers to counseling and other community resources as needed, and referrals for military service members, veterans, and their families. The federal agency issuing this RFP is the General Services Administration Federal Acquisition Service Assisted Acquisition Services Federal Systems Integration and Management Center.
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Text version
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 contact 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.
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