Summary

This is a Request for Proposal (RFP) attachment from Franklin County Cooperative for Cancer Concierge and Navigation Services, referenced as RFP 2026-06-04. The document serves as Member Services evaluation criteria requiring respondents to provide detailed information about the team responsible for handling incoming calls and inquiries from Franklin County members. Bidders must complete a comprehensive table documenting operational metrics for the most recent 12-month period, including location details, hours of operation for both weekdays and weekends, number of representatives, and employment stability metrics such as average tenure and annual turnover rates.

The attachment requires respondents to report on service capacity and quality metrics including the number of clients served as of March 2026, covered members served, representative-to-member ratios, member satisfaction results, representative qualifications, average wait times for caller contact, and the percentage of oncology-certified representatives. The document appears designed to assess bidder capability to deliver responsive, qualified member services with adequate staffing levels and service quality standards. The evaluation table is attributed to Findley Davies Inc and serves as the primary mechanism for comparing prospective vendors' service delivery infrastructure and performance capabilities.