BidBuy Answering service RFQ 42855.docx

ILLINOIS DEPARTMENT OF PUBLIC HEALTH

OFFICE OF HEALTH CARE REGULATION

R E Q U E S T F O R Q U O T E AGENCY: Illinois Department of Public Health Bidbuy Reference Number: 24-482-DPH-HLTHC-B-42855 CONTACT NAME: Jesse Cisco CONTACT EMAIL: jesse.cisco@illinois.gov

SPECIFICATIONS

CONTRACT LENGTH: Upon execution of the contract for 36 months

ESTIMATED TOTAL HOURS REQUIRED: 511.6 Hours/Monthly=6139.20/ = Total Hours of 18417.60 (a year) x 3 years = 55252.80.

WORK LOCATION: Service to be completed at the Vendor’s location

REQUIRED SERVICES - Pursuant to 77 Ill. Adm. Codes Part 300, Section 300.690, Part 400, Sections 400.110 and 400.120, the Illinois Department of Public Health (IDPH), Office of Health Care Regulation (OHCR), Special Investigations Unit (SIU):

Central Complaint Registry (CCR) must establish and maintain a single statewide, toll-free telephone number which all persons, whether mandated by law, who wish to report suspected long-term care facility resident abuse or neglect at any hour of the day or night, on any day of the week. Any other person may use the statewide number to obtain assistance or information concerning handling long-term care facility resident abuse and neglect cases pursuant to Section 13 of the Nursing Home Care Act.

The Vendor will be required to provide an answering service for this established single statewide, toll-free telephone number. The Vendor’s answering service coverage of the CCR hotline will be:

Monday: 4:40 pm-0830 am = 15 hours 50 minutes Tuesday: 4:40 pm-0830 am = 15 hours 50 minutes Wednesday: 4:40 pm-0830 am = 15 hours 50 minutes Thursday: 4:40 pm-0830 am = 15 hours 50 minutes Friday: 4:40 pm-0830 am= 15 hours 50 minutes Saturday: 0830 am-0830 am = 24 hours Sunday: 0830 am-0830 am = 24 hours Total hours: 127.9 hours The Vendor will provide 24-hour service on Saturdays and Sundays, including all State Holidays (13 State holidays during general election years, Thanksgiving includes the Friday after Thanksgiving.

The number of hours represents the total hours for three employees. During the designated timeframe, the Vendor will have at least one dedicated employee responsible for the IDPH hotline. This employee will be responsible for answering and routing calls for IDPH as described in this Request For Quote. The weekly total hours for all employees will not exceed 127.9 hours.

The Special Investigations Unit and Division of LTC will educate the call center staff at the Central Office or via WebEx. The Vendor must coordinate the education and the call center start date for a smooth transition.

The Vendor will be required to be able to email all complaints that do not arise to the level of immediate jeopardy (IJ) to the On-Call IDPH/OHCR Senior Public Service Administrator's (SPSA) incoming State mailbox and the Central Complaint Registry incoming mailbox DPH.CCR@illinois.gov.

1. The Vendor shall provide hotline answering services for the reporting of allegations of abuse, neglect, financial exploitation, and death of individuals in long-term care (LTC) facilities, specialized mental health rehabilitation facilities (SMHRF), or developmentally disabled (DD) facilities, hospitals, and health facilities. Monthly service fee to cover a maximum of 128 hours per week for incoming and outgoing communications.

A. Monthly service fee to cover a maximum of 127.9hours per week for incoming and outgoing communications B) The vendor receives calls through a roll-over system during non-business hours.

C) When receiving calls, the Vendor shall be responsible for obtaining the following information:

2. Caller’s name, job title, and name of the Agency where they work (if applicable); and

3. Name and address of the Facility/Agency where the alleged incident occurred; and

4. Address and phone number where caller can be reached the next business day unless caller insists on anonymity (cell phone number can be provided if easier to reach caller); and

5. Name and identifying information about the victim(s) and the accuser(s), and obtain the current location of both; and

6. A description of the alleged incident, including dates and times.

A) In the following instances, the Vendor shall contact the on-call IDPH/OHCR SPSA staff member:

7. The alleged incident is or may be deemed an emergency (i.e., death, serious injury, sexual assault, or any sex act, whether voluntary or involuntary, potential law enforcement involvement, or possible media involvement); Evacuation of residents for any reason-active shooter, fire, asbestos, smoke, tornado, flooding, earthquake, no emergency power supply, backup generator not working, etc. Hazardous Environment that puts the resident(s) in potential danger-extreme cold/hot temperatures and results in a resident(s) being transferred to the hospital (lack of cool air/air conditioning in the summer with temperatures above 80 degrees and lack of heat in the winter with temperatures below 70 degrees), residents exposed to chemicals in the facility, sewer backing up in the facility, etc. Unusual Death-elopement, suicide, improper use of mechanical lift resulting in an injury or death, physical altercation, drowning, choking, and burns resulting in death, etc. Sexual Abuse/Assault – alleged sexual abuse/assault regardless of when the alleged event occurred. Physical, Mental, and Verbal Abuse – alleged abuse with the harm or likely to harm a resident. Staffing – allegation of harm to a resident(s) due to lack of staffing (no medications are being passed; no staff to administer CPR and resident died; staff walked off the job, etc.)

8. The vendor shall obtain the caller’s name, address, phone number, and alleged non-compliance by the provider and provide a brief overview to the on-call IDPH/OHCR SPSA before transferring the caller to the On-call IDPH\OHCR SPSA

9. The vendor shall inform the On-call IDPH\OHCR SPSA if the caller wishes to remain anonymous before transferring the caller to the On-call IDPH\OHCR\SPSA.

A) If the Vendor cannot reach the On-call IDPH/OHCR SPSA staff member by telephone, the service shall telephone every 15 minutes until the On-call staff member answers and/or calls the service back.

B) For every call received, the Vendor shall also be responsible for the following:

10. The vendor shall ensure all callers will be treated professionally.

11. The vendor shall provide a Spanish-speaking operator to file a complaint for a Spanish-speaking caller.

12. The vendor shall direct the caller to call 911 for assistance if the caller reports an incident that requires immediate medical or law enforcement intervention. (The hotline is not an emergency call center like 911 or the police department.) The Special Investigations Unit (SIU) and Division of LTC will educate the call center staff.

13. The vendor shall submit an electronic record of all calls received through the after-hours answering service in the morning on the following business day via email to DPH.CCR@illinois.gov and on Saturday and Sunday mornings.

14. The vendor shall, upon OHCR's request, provide the audio recording of the requested call(s) received by the vendor.

15. The vendor shall record and save all calls received for the duration of the contract and will provide an audio recording upon IDPH request to review. The vendor shall save all recorded calls received for the 36-month contract.

See the BidBuy Line Items tab to enter the price quote.

Note to Vendor: The quote must be valid 90 days from the submission date and include all expenses. We reserve the right to reject all offers and individual offers that fail to meet any requirement. The selected vendor must possess all mandatory qualifications and offer the lowest price.

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