Request for Information_EAP After-Hours_On-Call v2.docx

Request for Information (RFI) for 24/7 Call Center Provider Services for Federal Law Enforcement Employee Assistance Program (EAP) Subject: Request for Information (RFI) for 24/7 Call Center Provider Services for After-Hours Support to Federal Law Enforcement Employee Assistance Program (EAP) - Focus on Mental Health and Crisis Response Services No compensation will be given for preparing and submitting an RFI response. No award will result from this RFI request. The information received will be used for market research purposes only.

Please submit your response by email to alexander.cooper@uscp.gov no later than Friday, January 17, 2025.

Introduction:

The US Capitol Police, Liebengood Center for Wellness (USCP/LCW) is seeking information from qualified call center service providers that can deliver 24/7 call center support, providing after-hours services to our federal law enforcement Employee Assistance Program (EAP). The desired service is designed to provide seamless crisis support to a 24/7 workforce and their families.

The primary service focus is on answering calls after regular business hours (from 1630 hours to 0800 hours the following day), weekends, and holidays. Calls must be answered by mental health counselors or paraprofessional counselors specially trained in crisis response and suicide prevention, with special emphasis on experience supporting law enforcement, first responder communities, and other high-stress populations. The provider must have experience in handling high-pressure calls and be capable of triaging and connecting callers to ongoing care as needed.

Objectives:

The purpose of this RFI is to gather information from potential providers to meet the following objectives:

1. After-Hours Call Support (1630hours – 0800hours, including weekends & holidays):

Provide call center support during after-hours periods, including evenings, weekends, and holidays, specifically for the USCP Employee Assistance Program (EAP). Calls will primarily be related to mental health issues, crisis support, and counseling.

2. Mental Health Counselors and Paraprofessionals:

Ensure that calls are answered by mental health counselors or paraprofessional counselors specially trained in crisis response and suicide prevention. Counselors should have the experience and training required to handle a wide range of emotional and psychological situations, especially those involving high-stress populations.

3. Experience with Law Enforcement/First Responder Communities:

The provider must demonstrate experience working with law enforcement officers, first responders, and other high-stress groups, understanding the unique challenges and emotional needs of these populations.

4. Customizable Script/Language for USCP/EAP After-Hours Line:

The call center must be able to customize scripts and language for calls coming through the USCP EAP after-hours line, ensuring the communication is aligned with program protocols and sensitive to the needs of law enforcement employees, particularly those working in high-risk, high-pressure roles.

5. Triage Capability and Connection to Ongoing Care:

The provider must have a robust triage capability to assess the needs of the caller and direct them to appropriate care. This includes connecting individuals to the USCP EAP program or providing them with resources for continued support.

6. Other EAP Services Gather information about additional EAP related services that are available.

Requested Information:

In response to this RFI, please provide the following information:

1. Company Overview:

A brief overview of your company, including your experience and qualifications in providing call center support, especially for mental health and crisis response services.

2. Relevant Experience:

Describe your experience in providing after-hours mental health counseling, specifically for law enforcement, first responders, and high-stress populations. Please include any relevant certifications, partnerships, or collaborations with similar federal or government agencies.

3. Service Capabilities:

· Ability to provide support during the requested hours (1630hours – 0800hours, weekends and holidays).

· Availability of mental health counselors and paraprofessionals who specialize in crisis intervention.

· Examples of customizable scripts and how they would be adapted for the USCP/EAP after-hours line.

· Triage capabilities, including how urgent care and referral processes work.

4. Technology and Integration:

· Overview of your call center technology (e.g., call routing, data management, security protocols).

· Ability to integrate with the USCP/EAP system for ongoing care referrals.

5. Pricing Model:

Provide a general pricing structure for the requested services, including any flexible options, billing rates, or minimum service requirements.

6. References:

Provide at least three references from organizations that have utilized your services, particularly in a crisis response or mental health counseling capacity.