RFI_WRMLNDEV.pdf

COMMONWEALTH OF MASSACHUSETTS

DEPARTMENT OF CHILDREN AND FAMILIES (DCF)

REQUEST FOR INFORMATION (RFI)

8/13/2026

RFI Title: DCF Warmline Development RFI Number: N/A

Vision Statement and Background

This Request for Information (RFI) seeks information to assist the Department of Children and Families (DCF) in exploring systems design and service array options provided through a potential “Warmline” to be procured by the Department. DCF receives an estimated 90,000 reports of suspected child abuse or neglect annually and just over half are screened out because they do not meet the legal threshold for a protective response. Most reports are filed by mandated reporters, such as health care providers, police officers, and school personnel who are frequently in contact with children. However, mandated reporters are not necessarily always aware of existing community-based services that may be available to address a family’s needs. The Warmline would be an alternative pathway for helping families who need support, such as food assistance or mental health treatment, to stabilize and hopefully, prevent the need for DCF involvement. Families may be more likely to engage in services without the stigma of being involved with child protective services.

Responses to this RFI are sought from individuals and organizations with experience and interest in providing Warmline services as well as from families and other interested stakeholders. This RFI does not obligate the Department to issue or amend a solicitation or to include any of the RFI provisions or responses in any solicitation.

Responding to this RFI is entirely voluntary and does not bind or obligate a Responder to commit to any further action. A response will not affect the Department’s consideration of any proposal submitted in response to any subsequent solicitation, nor will it serve to advantage or disadvantage a Responder in the course of any Request for Response (RFR) or Request for Quote (RFQ) that may be subsequently issued or amended. This RFI is for informational purposes only.

DCF has contracted the services of Health Resources in Action to develop a framework for the Warmline, conducting and synthesizing research on helplines operated by child welfare agencies other states; conducting a needs assessment for Massachusetts residents and a Warmline service; drafting a proposed roadmap with viable strategies to build and sustain a Warmline; developing a strategy to integrate a Warmline into DCF systems and practice; and propose data collection needed to inform the ongoing operations of a Warmline. This work is ongoing and will include document review, conducting key informant interviews with staff from similar Warmlines and with key stakeholders within the Commonwealth, and a series of planning sessions to build a Warmline Development Roadmap. The responses collected as part of this RFI will inform the framework. Respondents may be contacted by phone or email to engage in further discussion.

Response Sheet You are invited to respond to any or all the questions presented in the RFI, using the child welfare lens of achieving safety, permanency, and well-being for all children. All responses to this RFI are voluntary and the number of questions to respond to is left to your discretion.

Responders from different backgrounds will bring different perspectives and approach these questions based on their experiences. You may choose to respond to whichever questions are relevant to you, based on your background and perspective.