Draft Attach 12 - Warm Hand Off and Referrals.pdf
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- Solicitation number
- 47QFCA23N0005
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This document outlines policies and procedures for warm hand-offs and referrals for the Military OneSource program. The contractor must ensure Military OneSource staff and network providers are aware of and adhere to warm hand-off and referrals policies, which require maintaining contact between the participant, contractor staff or network provider, and third-party agency during referrals. The contractor must obtain participant consent to share identifying information or make referrals, and document consent in the electronic case file. The procedures specify conducting warm hand-offs for participant-requested transfers or services requiring transfer, leaving messages if unable to connect live parties, and encouraging participants to reconnect with Military OneSource if not contacted by the referred service or program. No exceptions to the policies are permitted without government program office approval.
The related federal contract opportunity notice announces virtual industry day and due diligence sessions for the Military OneSource contract, solicited by the General Services Administration on behalf of the federal government.
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Military OneSource Program
Policies and Procedures Attachment 12
SUBJECT: WARM HAND-OFF AND REFERRALS
PURPOSE: To provide information and guidance on Warm Hand-off and Referrals for the Military OneSource. The Contractor is responsible for ensuring Military OneSource staff and network providers are aware of and adhere to warm hand-off and referrals policies and procedures.
The Contractor is responsible for ensuring that these policies and procedures are reflected in the Contractor’s business processes.
POLICY: The procedures for a warm hand-off 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 hand-off, 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. Consent should be documented in the participant’s electronic case file.
PROCEDURE:
1. If a Participant requests services or a program that requires a transfer, a warm hand-off 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 back.
3. The participant is encouraged to call 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.
File details come from the government source that posted it. Updated .