Q___As_for_MCV_Phone_and_Call_Center_BPM050626_4.22.25.pdf

Q + A’s for REPOST (3) -Maryland’s Commitment to Veterans Phone and Call

Center Service

BPM050626/BHA25-015

1) Why has this procurement been re-released multiple times?

Answer: To date, no single vendor has fulfilled all the necessary requirements to advance this process.

2) To what extent will the location of the bidder’s proposed location or headquarters have a bearing on any award?

Answer: There are no specific location requirements for the applicant to be aware of.

3) How are fees currently being billed by any incumbent(s), by category, and at what rates?

Answer: The current billing structure is based on a per-call rate, categorized as a Service Member, Veteran, or Family member, and pertains to any capacity of behavioral health or support services.

4) What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)?

Answer: MDH/BHA is issuing the solicitations to increase competition in an effort to achieve the most advantageous offer for the State for the provision of services as stated in the solicitation/RFA.

5) Please confirm the due date for this procurement by providing it in response to answers to questions.

Answer: The confirmed closing/due date for this solicitation is April 24, 2025.

6) Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories?

Answer: Bidders are expected to submit pricing proposals that align with the budget parameters outlined in Section 1.1, Summary Statement, Subsection 1.1.1, and ensure that all quoted amounts adequately support the delivery of services specified in Section 3.2, Scope of Work Requirements.

7) Could you please extend the deadline? We have just discovered this RFP and we need time to gather documents and prepare a response.

Answer: Please refer to Section 1.7, Application Due (Closing) Date and Time. The RFA specifies that requests for extensions to the submission deadline will not be granted.

8) Is there an incumbent? Have they gone full term? Are there any improvements you would like to see?

Answer: We are currently utilizing contracted services through the end of the State Fiscal Year. Prior years of service were not funded through this mechanism and were not eligible for option years. While the services provided are proficient and meet current needs, there are opportunities for improvement.

9) How many agents are currently assigned to the program?

Answer: Our vendor supports a number of different warmline services for diverse providers. Their staff is compromised of approximately 20 operators available to handle all incoming calls including those for the MCV Warmline.

10) Our assumption is that you require agents in the US and do not desire near-shore or offshore agent options. Please verify.

Answer: Near-shore and offshore are not being considered at this time.

11) Can you provide expected call volumes and patterns?

Answer: In the last fiscal year, the average monthly call volume was 53 interactions.

Due to staffing shortages, our organization has not been fully equipped to carry out the tasks necessary to sustain normal call volume; this has directly affected the number of calls received. Historically, our monthly call volume has been higher, averaging approximately 60 to 150 interactions.

12) Can you share your current average handle time, average speed of answer, wait time, service level and abandoned rate, and what are the goals for these metrics if different from the current performance?

Answer: On average, calls last approximately five minutes. Once the call concludes there is an average of 5 additional minutes required to generate the notification for the MCV team. Non-urgent callers should not be placed on hold for longer than 2 minutes.

Callers in crisis should never be placed on hold. No minimum required call capacity has been established. Interested bidders should demonstrate the ability to provide 24/7 coverage to meet fluctuating demand.

13) How do you measure success?

Answer: Success involves upholding a high standard of customer care, ensuring callers feel heard, supported, and respected. It also includes providing staff with the necessary tools and training to perform their roles effectively. Additionally, success is reflected in the call center’s ability to collaborate seamlessly with MCV, in preparation and submission of individual and monthly call reports, as well as its flexibility and responsiveness in adapting to unforeseen circumstances.

14) Is there training required? If so, how long does it take for an agent to complete the training?

Answer: From MCV’s perspective, no additional training is required. Applicants are expected to ensure their staff are fully trained in all procedures and requirements related to systematic answering services.

15) Who is expected to do the training?

Answer: Please see answer to question # 14.

16) What languages will need support?

Answer: English and Spanish.

17) Do you have a current skill set requirements document for the existing agent?

Answer: While we do not have a formal skill set requirements document readily available, we do expect agents to demonstrate strong communication abilities, sound judgment, and the capacity to respond effectively in a fast-paced, service-oriented environment. Staff are also expected to be trained according to the operational needs of the call center as mentioned above.

18) Can you share any 2025 plans for continuous improvement?

Answer: While the services currently provided are proficient and meet the needs of our callers, we recognize that there are always opportunities for growth and enhancement. As such, we remain open to identifying areas where processes, technology, or support strategies can be refined to further strengthen service delivery.

19) Can you share any current challenges you are facing?

Answer: None currently.

20) Are there any systems we will need to sign into or are we solely using our own technology?

Answer: Applicants are responsible for using their own technology.

21) I just want to confirm that the maximum award amount for starting first year will be $13,280.

Is that correct? “The Maryland Department of Health’s (MDH), Behavioral Health Administration through the Maryland’s Commitment to Veterans unit, is issuing this Request for Applications (RFA) to issue up to one award, not exceeding $13,280 FY26 (total award including option years $72,800).”

Answer: That is correct.

22) Further Budget Clarification: Thank you for confirming the maximum award amount for the first year is $13,280, with the total potential award of $72,800 including option years. I would like to further clarify if there are any additional funding opportunities available to support this initiative. Specifically, is there any federal funding or other state or external grants that may supplement or run in parallel with this award?

Answer: All available funds for this project are included in the amounts identified within the solicitation. We do not have knowledge of additional state or federal funds to support the project.