City of Cedar Rapids, IA Utilities Contact Center, PUR0725-024

Technical Proposal for State of Nebraska

Department of Health and Human Services Third Party Warmline Service

Solicitation No. 123190 O3 October 21, 2025

Direct Interactions, Inc.

Matt Storey, President 701 5th Avenue, Suite 4250 Seattle, WA 98104 p: 833.972.4162 m: 206.683.8607 f: 425.484.0110 e: rfpteam@directinteractions.com

State of Nebraska, Department of Health and Human Services Third Party Warmline Services, Solicitation No. 123190 O3

October 21, 2025

State of Nebraska Department of Health and Human Services Attn: Mr. Bradley Murphy Procurement Contract Officer 301 Centennial Mall South, 5th Floor Lincoln, NE 68508

Ref: Proposal Submission – RFP No. 123190 O3, Third Party Warmline Service

Dear Mr. Murphy, On behalf of Direct Interactions, Inc. (DI), I am pleased to submit our proposal in response to RFP No.

123190 O3 – Third Party Warmline Service. We appreciate the opportunity to partner with the Nebraska Department of Health and Human Services to deliver a compassionate, accessible, and effective Warmline that strengthens Nebraska families and communities through early intervention and support.

Direct Interactions has a proven record of operating large-scale helplines and referral services nationwide, including state agencies, public utilities, and national nonprofits. Our proposal outlines how we will meet and exceed the requirements of the Scope of Work, bringing forward:

• A Nebraska-based, 24/7 Warmline operation supported by a secure Amazon Connect telephony platform;

• A trauma-informed, highly trained workforce with extensive experience in crisis triage, prevention support, and community referrals;

• Reliable reporting and analytics tools to create accountability, continuous improvement, and transparency; and

• Strong partnerships with our subcontractor on this proposal, Findhelp, and community-based organizations to maintain a current, statewide resource directory.

Findhep brings unmatched expertise as the nation’s leading platform for social care navigation, with more than 3,800 Nebraska-based programs in its directory. Their platform enables Warmline CSRs to deliver accurate, real-time referrals, track outcomes, and ensure families are successfully connected with food, housing, medical care, transportation, and other essential supports. As our technology partner, Findhelp strengthens the Warmline’s ability to provide closed-loop referrals and measurable prevention outcomes

We certify that DI meets all minimum qualifications and has completed the required attachments (Attachment 1 – Minimum Qualifications; Attachment 2 – Information Security and Technical Requirements). Our team is committed to collaborating closely with DHHS to create and maintain a successful Warmline launch and long-term operational excellence.

Thank you for considering our submission. We look forward to the opportunity to serve the people of Nebraska and support DHHS in its mission to reduce unnecessary child welfare involvement by strengthening families and communities.

Respectfully submitted, Matt Storey, President and Authorized Representative 833-972-4162 rfpteam@directinteractions.com

Table of Contents

1. Contractual Agreement Form PG. 6

2. Executive Summary PG. 7

3. Corporate Overview PP 8-21

3.1 Company History and Organization

3.2 Business Size, Locations, and Workforce Distribution

3.3 Relevant Experience and Past Performance

3.4 Financial Stability

3.5 Subcontractor Overview

3.6 References

4. Minimum Qualifications (Attachment 1) PG. 22

Completed form/certification of meeting all mandatory minimums

5. Technical Response (Attachment 2 + Narrative) PP. 23-37

5.1 Project Understanding and Objectives

5.2 Warmline Service Delivery Model

• Call handling processes (inbound, triage, escalation)

• Hours of operation and accessibility

• Service levels and response time commitments

5.3 Staffing Approach

• Recruiting and training Warmline CSRs

• Supervision and ongoing development

• Multilingual capacity

5.4 Technology and Systems

• Telephony (Amazon Connect, AWS GovCloud)

• CRM/case management tools (Zendesk/Salesforce)

• Secure data handling and encryption

5.5 Information Security and Technical Requirements

• HIPAA compliance

• Data privacy and confidentiality

• Incident response procedures

5.6 Quality Assurance and Performance Monitoring

• Call monitoring and scoring

• CSAT/NPS reporting

• Continuous improvement process

5.7 Risk Mitigation and Contingency Planning

• Surge handling (disaster response, crisis spikes)

• Continuity of operations (redundancy, disaster recovery)

• Staffing contingency (backup pool)

5.8 Optional Enhancements and Future Scalability

• Mobile app for self-service

• Conversational AI / summarization tools

• Expanded analytics and workforce planning

6. Implementation and Transition Plan PP. 38-39

6.1 Project Kickoff and Onboarding

6.2 Knowledge Transfer from DHHS

6.3 Phase-In Timeline (training, testing, go-live)

6.4 Change Management and Stakeholder Engagement

7. Reporting and Deliverables PP. 40-49

• Monthly/quarterly reporting format

• Performance dashboards (Power BI, Contact Lens)

• SLA compliance reporting

8. Pricing and Cost Sheet PG. 50

• Completed Cost Sheet (per RFP format)

• Narrative explanation of pricing model

• Assumptions and scalability pricing

9. Required Forms and Certifications PG. 51

• Secretary of State Registration / Good Standing

• U.S. Citizenship Attestation Form (if required)

• Proprietary Information (if any, in separate file)

• Exceptions to Terms & Conditions (if applicable, in table format)

10. Appendices PP. 52-82

10.1 Staff bios / resumes (key managers, training/QC leads)

10.2 Organizational chart

10.3 Disaster Recovery Plan

10.4 Acknowledgment and Acceptance of Sections II–IV (Terms and Conditions, Vendor Duties, and Payment)

10.5 Attachment II: Technical Specifications (executed)

1. Contractual Agreement Form

2. Executive Summary

DI is pleased to submit this proposal to support the Nebraska Department of Health and Human Services (DHHS) in establishing a statewide Warmline that will serve as a trusted, centralized access point for families. Our solution leverages DI’s extensive experience in operating large-scale helplines for state agencies, public utilities, and national nonprofits, ensuring that families receive compassionate, trauma-informed assistance at the earliest point of need.

The DI Warmline solution will provide 24/7/365 access to live, Nebraska-based customer service representatives (CSRs) trained in crisis triage, motivational interviewing, and resource navigation. Using the Amazon Connect telephony platform hosted in AWS GovCloud, combined with Findhelp’s Nebraska-specific Community Resource Directory of 3,800+ programs, DI will connect families directly with accurate, up-to-date resources across food, housing, medical care, transportation, and other critical areas.

Each call will be handled with empathy and cultural competence, ensuring that families feel supported and understood while avoiding the stigma associated with contacting child protective services. As a subcontractor, Findhelp plays a central role in the Warmline’s referral and navigation capabilities. Their platform is the most widely adopted social care referral network in the United States, integrating seamlessly with DI’s CRM and case management tools. For DHHS, this means Warmline CSRs will have immediate access to Nebraska’s most comprehensive, continually updated database of community resources. Beyond referrals, Findhelp’s system supports closed-loop tracking, so DHHS can monitor whether families are successfully connected to services and identify gaps in the statewide prevention network. This ensures the Warmline is not just an entry point, but a measurable driver of stronger family outcomes.

Our approach directly aligns with DHHS’s mission to expand access, increase responsiveness, and strengthen families through prevention. By providing a safe, third-party environment for families to seek support before crises escalate, the Warmline will reduce unnecessary child welfare involvement, improve trust in state services, and foster stronger community connections. DI will track outcomes through closed-loop referrals and real-time reporting dashboards, enabling DHHS to measure impact, identify service gaps, and continuously refine prevention strategies.

What distinguishes DI’s solution is the depth and relevance of our past performance. We have successfully operated statewide hotlines for the Ohio Department of Job & Family Services, handling over three million calls annually; delivered emergency hotline services for the American Red Cross Hero Care Program and nationwide emergency and disaster response supporting thousands of families during crises;

and provided after-hours and overflow services for multiple United Way 211 systems. In addition, DI manages municipal hotlines for utilities and public works departments, where we deliver rapid response and high customer satisfaction under strict service-level agreements. These experiences demonstrate DI’s proven ability to scale quickly, adapt to complex requirements, and maintain service quality under pressure.

Through this proposal, DI commits to being a responsive, reliable, and innovative partner for DHHS. We will deliver a Warmline that not only meets the requirements outlined in the RFP but also exceeds expectations by combining advanced technology, specialized staffing, and proven practices from similar contracts nationwide. The result will be a Warmline that answers calls, but also measurably reduces child welfare involvement by connecting families to support early, consistently, and with dignity. This is a call center as well as a prevention engine for Nebraska families.

3. Corporate Overview

3.1 Company History and Organization

Direct Interactions, Inc. (DI) was founded in 2007 with a vision to transform how customer service and helpline operations are delivered. Long before “work-from-home” became a widely accepted practice, DI recognized the untapped potential of a distributed, remote contact center model. By designing a cloud-native environment from its inception, DI became a pioneer in the work-at-home staffing model, offering organizations across the public and nonprofit sectors a secure, scalable, and cost-effective alternative to traditional brick-and-mortar call centers.

At its core, DI was established not only to modernize contact center technology but also to create economic opportunities for individuals historically excluded from the workforce. From the beginning, DI’s hiring model prioritized:

• People with disabilities – ensuring that individuals facing physical barriers to traditional office environments could thrive in meaningful, professional roles.

• Military spouses – a group often challenged by frequent relocations, DI provides stable, portable employment that travels with them from duty station to duty station.

• Residents of economically underserved communities – offering reliable income and career growth to individuals in rural and opportunity-starved areas where traditional employment options are limited.

This social mission remains central to DI’s identity and operations. Over the years, DI has received recognition for its inclusive employment practices and has become a trusted partner for organizations seeking to align service delivery with social impact. Although DI operates nationwide, we recognize the importance of local investment. For this Warmline, DI will prioritize hiring Nebraskans wherever possible, ensuring that families hear voices from their own state. We already employ several Nebraska-based CSRs today, and our recruitment team has targeted campaigns ready to expand this pool.

From a technology perspective, DI has consistently been at the forefront of innovation. We were among the first 100 organizations worldwide to implement Amazon Connect, serving as an early beta partner with Amazon Web Services (AWS). This longstanding collaboration gives DI direct access to AWS technical leadership and ensures that our clients benefit from cutting-edge telephony, AI-driven routing, and secure GovCloud environments. Today, DI continues to leverage this relationship to provide highly secure, scalable solutions for clients who demand both reliability and compliance.

Organizationally, DI is structured to deliver both operational excellence and customer intimacy. The company is headquartered in Seattle, Washington, but operates virtually nationwide, employing more than 1,000 full-time and seasonal Customer Service Representatives (CSRs) across 47 states. Our leadership team is comprised of seasoned professionals with decades of combined experience in government contracting, customer experience, information security, workforce management, and training.

This team ensures that DI maintains the agility of an innovative mid-sized firm while meeting the rigorous requirements of state and federal programs.

For nearly two decades, DI has proven that a mission-driven, remote staffing model can deliver superior service quality, increased resiliency, and measurable community impact. By blending technological leadership with a people-first employment philosophy, DI has become one of the most respected fully remote contact center providers in the nation.

3.2 Business Size, Locations, and Workforce Distribution

DI employs a distributed workforce of more than 1,000 full-time and seasonal CSRs across 47 states. Our fully remote model is designed to ensure service continuity and scalability, allowing DI to rapidly expand capacity in response to surges such as disaster events or seasonal program needs. We do operate a Headquarters Office in Seattle, WA for the Executive Leadership Team.

Key operational features include:

• U.S.-based workforce only – DI does not offshore any services.

• Cloud-native infrastructure – Telephony and data systems are hosted in AWS GovCloud, ensuring compliance with HIPAA, FedRAMP, and other advanced security requirements.

• Operational coverage across time zones enabling 24/7/365 support.

• Specialized recruitment pools including veterans, military spouses, and individuals with disabilities, reflecting DI’s commitment to inclusive hiring practices.

3.3 Relevant Experience and Past Performance

DI has extensive experience operating helplines and referral services that align closely with the goals of Nebraska’s Warmline initiative. Our relevant experience includes:

• Ohio Department of Job & Family Services (ODJFS) – Since 2020, DI has operated a large-scale unemployment and SNAP benefits hotline for this customer. During the COVID-19 period, DI handled over three million calls annually. Our CSRs deliver accurate, confidential information to vulnerable populations under strict service-level agreements, providing a proven model for managing high-volume, statewide contact centers. In 2025, DI earned the contract re-compete with this customer

• American Red Cross Disaster Response Hotline & Hero Care Network – Since 2017, DI has provided critical hotline support for the American Red Cross, which responds to more than 60,000 disasters annually. Our support has covered weather-related disasters such as Hurricanes Ian, Milton, and Helene and numerous other nationwide natural disasters such as floods, wildfires, and earthquakes. For this long-term customer we have employed as many as 650 Agents at any given time through inbound call support for both major and daily situations affecting the general population. We were also tasked to provide another 75 for the Silo for Hero Care Network, a Red Cross initiative that provided emergency communications and critical services to military members, veterans and their families all over the world 7 days a week, 24 hours a day, 365 days a year. We stood the program up and handed it off to the Red Cross after a successful pilot program period. Our Red Cross support demonstrate DI’s ability to scale rapidly, deliver trauma-informed support, and provide callers with compassionate, immediate assistance.

• United Way 211 Systems – DI supports multiple regional 211 services, offering after-hours, overflow, and disaster surge coverage. Through this work, DI has developed strong expertise in referral workflows, closed-loop follow-up, and community-based resource navigation, which are core functions directly applicable to Warmline operations.

• Municipal Utilities and Public Agencies – DI provides after-hours and emergency answering services for local governments such as Lee County, FL Utilities and Animal Control; the Texas Commission on Environmental Quality (TCEQ) Pollution Emergency Alerting System (PEAS); the Metropolitan Sewer

District of Cincinnati; the Fort Drum, NY Department of Public Works; the Hampton Roads Sanitation District; the Elsinore Valley (CA) Municipal Water District; and the Akron Metropolitan Housing Authority, among others.

These municipal utilities contracts highlight DI’s reliability under strict service levels and its ability to manage essential public services that protect health, safety, and the environment. Collectively, they also demonstrate DI’s ability to operate hotlines that require confidentiality, sensitivity, and responsiveness, which are salient qualities central to the Warmline mission of strengthening Nebraska families through early support and prevention.

3.4 Financial Stability

DI maintains a solid financial foundation, with consistent growth across its state, federal, and nonprofit client portfolio. The company has operated profitably for multiple years, demonstrating strong fiscal responsibility and the ability to support multi-year contracts of statewide scope. DI does not carry long-term debt and sustains sufficient working capital to enable uninterrupted services and the ability to scale operations quickly. Additional financial documentation will be made available to DHHS upon request.

3.5 Subcontractor Overview

Findhelp is the nation’s leading social care technology platform and will serve as a strategic subcontractor to DI on the Nebraska DHHS Warmline. Findhelp’s mission is to connect all people in need with programs that serve them, and their platform powers the largest nationwide network of free and reduced-cost social care services. With over 3,800 Nebraska-based programs already in their curated directory, Findhelp provides Warmline CSRs with the ability to make accurate referrals, track outcomes, and enable families to be successfully connected to needed supports.

Findhelp organizes its service offerings around three pillars – Dignity, Ease, and Impact:

• Dignity – Families deserve to know the range of options, eligibility requirements, and to self-navigate when desired. Findhelp enables families to maintain autonomy while building trust with service providers.

• Ease – Findhelp integrates seamlessly into existing systems (EHRs, CRMs, care coordination tools), allowing DI’s Warmline CSRs to quickly search, refer, and follow-up with community resources. Their transparent pricing and coalition-sharing functions eliminate barriers to adoption and collaboration.

• Impact – Findhelp enables government agencies to measure outcomes by providing closed-loop referral tracking, in-depth reporting, and interoperability with more than 200 partner systems. This ensures referrals translate into measurable prevention and family well-being outcomes.

Findhelp currently partners with more than 680 government and nonprofit customers nationwide, including state agencies and foundations. In Nebraska, Findhelp is already engaged with the Nebraska Children and Families Foundation (NCFF) to build a branded, configurable platform for Community Collaboratives, which is a solution directly complementary to DHHS’s prevention-focused Warmline. Working together, DI and Findhelp will ensure families using the Warmline receive real-time, locally relevant referrals, continuous follow-up, and system-level insights that improve Nebraska’s prevention network. This partnership positions the Warmline not only as an entry point for support, but as a statewide engine for strengthening families before crises arise.

3.6 References

In accordance with the RFP instructions, DI has provided three references that reflect the company’s ability to perform contracts similar in scope and complexity to the Nebraska Warmline. Additionally, in the event that one of the reference Points of Contact cannot be reached, we have provided a fourth reference as a back-up.

Reference #1:

Contracting Activity: Ohio Department of Job and Family Services

Project Name: Unemployment Claims Contact Center

Contract Number(s): C-2021-14-0689, Extension C-2223-14-0255-01

Dollar Amount of Contract(s): Initial contract: $8,500,000.00, $42,301,693 total to date

Project Description: The Ohio Department of Job and Family Services (ODJFS) employs over 2,600 personnel and provides unemployment services statewide. Since contract award, DI has subsequently handled over three million unemployment calls while processing over 700,000 claims for ODJFS. The DI team provides; online referrals to information regarding laws, rules, and regulations as well as read-only information required for each process; step-by-step navigational assistance for claims processing on the client’s web portals; general information from FAQ web-based resources; appointment setting for claimants to speak to specialty departments required by the client’s State Policy for Claims Decisions; call documentation using the client’s CRM; data entry on behalf of callers who lack Internet access following State protocol and verification procedures; assisting claimants with incomplete information requests; CSR metrics reporting and quality monitoring; “train the trainer” and continuous training provided with curated knowledge base and interactive call flow guides; scalable CSR ramp-up/ramp down to meet fluctuating call volume; CSR dashboards with live access provided to the client, and; quality calibration meetings with customized scorecards and data analysis to continually improve customer service levels. The DI team can fluctuate from a baseline of 150, to up to 750 depending on the customer’s need.

Similarities with the Nebraska DHHS Warmline Requirement: The Ohio Department of Job and Family Services (ODJFS) Unemployment Claims Contact Center shares several key parallels with the Nebraska Warmline requirement. Both initiatives involve operating a statewide, high-volume, citizen-facing helpline designed to provide equitable access to essential services for vulnerable populations.

Like the Nebraska Warmline, the ODJFS contact center required DI to establish a single statewide point of access where callers could obtain accurate, timely, and compassionate support for issues that directly impact family stability and well-being. In both cases, success depends on the ability to quickly assess caller needs, provide accurate information and navigation assistance, and connect individuals with the correct resources or specialists. Both programs also demand scalability and surge capacity. For ODJFS, DI scaled staffing from a baseline of 150 to more than 750 CSRs in response to fluctuating call volumes driven by economic conditions. Similarly, the Warmline requires readiness to manage spikes in demand during community crises or seasonal surges while maintaining service-level standards.

Another similarity lies in the use of secure systems, CRM integration, and data accuracy protocols. For ODJFS, DI documented calls in the client’s CRM, conducted data entry on behalf of callers, and ensured compliance with state verification procedures. For the Nebraska Warmline, this translates into accurate intake documentation, referral follow-up, and outcome tracking to support DHHS prevention objectives.

Finally, both contracts require structured CSR training, continuous quality assurance, and real-time performance monitoring. DI applied a “train-the-trainer” model, used curated knowledge bases, and conducted quality calibration meetings to maintain high standards in Ohio. The same approach will be applied to the Nebraska Warmline, ensuring that every CSR is prepared to provide trauma-informed, culturally competent, and family-centered support. In short, both projects demonstrate DI’s ability to operate large-scale, prevention-oriented helplines that balance compassion with efficiency, scalability, and measurable outcomes.

Period of Performance: 04/2020 – Present

Contractor’s Project Manager/Key Personnel: Illiana Ulloa

POC/COTR and Telephone #: Chris Duda, Management Analyst, State of Ohio 614-214-6102, Christopher.Duda@jfs.ohio.gov

(A letter of reference from ODJFS follows on the next page)

Letter of Reference

I am writing to express my appreciation for the services provided by Direct Interactions to the Ohio Department of Job and Family Services (ODJFS). Our partnership allowed us to be more successful than ever before.

Direct Interactions utilized US-based CSRs with very flexible hours. Using US-based CSRs was a requirement for us, and DI delivered better than any of our other vendors. When leadership requested that Direct Interactions start to focus on more Ohio CSRs for the project, Direct Interactions stepped up on that too. The type of CSRs Direct Interactions brought on, and their flexibility was a key to our success.

During the pandemic, our call volume increased from a couple thousand calls a month to a couple million calls a month at the peak. Direct Interactions’ flexibility allowed them to staff up and staff down with surges and lows in call volumes. It allowed them to staff up during our busiest intervals and cut down during our lowest intervals. Our needs, both financially and regarding staffing, changed several times during the pandemic. Direct Interactions rolled with the punches and quickly made any changes requested, both in the contract, with staff management, and staff numbers. We had five different vendors throughout the pandemic. Direct Interactions was our first and was the last one standing as call volumes slowly returned to historic normal.

Direct Interactions' ability to provide secure access to the State's systems while in a work-from-home environment has been commendable. We had several growing pains as we moved to a virtual environment. Direct Interactions adjusted for any changes made to the computer systems and was a huge asset to us as we adjusted our entire operation.

Direct Interactions has a good quality system. They have an amazing dashboard to help them monitor their staff’s historical numbers and performance. The implemented our scorecard and our call quality policies and adjusted as we changed those polices on them throughout the contracts. They routinely exceeded our call quality objectives, both in score and in number of calls scored.

I offer my enthusiastic endorsement of Direct Interactions as a partner for call center services. Their commitment to utilizing US-based CSRs, their flexibility, their capacity to manage high call volumes, their dedication to data security, and their unwavering focus on accuracy and empathy make them an invaluable asset to any organization seeking exceptional service.

Please feel free to reach out to me directly if you require any further insights or information about our experience working with Direct Interactions. I would be more than happy to provide additional details.

Sincerely, Christopher Duda Christopher Duda (Oct 2, 2023 13:22 EDT)

Chris Duda, Unemployment Supervisor, WFM Lead, Christopher.Duda@jfs.ohio.gov Ohio Department of Job and Family Services, 614-214-6102

Reference#2:

Contracting Activity: American National Red Cross

Project Name: Contact Center Service Support

Contract Number(s): C43554

Dollar Amount of Contract(s): $9,754,466.85 as of 10/2023, and annual extensions

Project Description: DI supports an enterprise that responds to more than 60,000 disasters annually with a staff of 20,000 employees and approximately 275,000 volunteers. DI provides year-round 24/7 support with a fluctuating staffing pool that requires ramping up within 48 to 72 hours of the client’s request. This typically involves more than 10,000 calls per month, on average. The DI Team meets and exceeds service levels while providing disaster support through resource referrals and vital demographics needed to identify impacted areas. Services include; providing disaster response assistance through inbound call support for both major and daily situations that affect the general population; documenting caller information for all disaster calls and providing referrals to callers when applicable; supporting financial assistance programs through guidance to constituents with enrollment and payment processes; providing details on external predetermined resources and advising callers with up-to-date information related to access resources;

providing daily metrics to the client such as the number of calls handled, service levels, average call handle time, etc. to show agent performance metrics; providing support to field workers in documenting assistance cases; continual training with real-time updates and quick pivots to address changes to client policies and processes; weekly calibration meetings with the client to review agent performance and receive feedback on call quality requirements; weekly review with client on all metrics/KPI and conduct review of upcoming needs; and Quality Assurance monitoring and one-on-one coaching reviews for continuous improvement and customer satisfaction on KPI’s.

Similarities with the Nebraska DHHS Warmline Requirement: DI’s work with the American Red Cross (ARC) closely parallels the Nebraska Warmline’s requirements for compassionate, prevention-focused, and scalable hotline services. Both programs require 24/7/365 live-answer coverage, ensuring callers have constant access to assistance during times of need. Just as Nebraska families may contact the Warmline to seek support before situations escalate, ARC callers reach out for guidance and connection to essential services during moments of uncertainty and crisis.

In both environments, DI delivers services that depend on accurate triage, real-time referral navigation, and caller reassurance. For ARC, this includes connecting disaster survivors with housing, financial assistance, and community resources. For Nebraska DHHS, it will involve directing families to prevention services, counseling, and local supports. Both rely on a structured intake model that ensures caller information is documented accurately, referrals are completed, and outcomes are tracked.

Another key similarity is the need for rapid scalability and surge readiness. ARC requires DI to ramp staffing levels within 48–72 hours of a disaster, maintaining service quality even as call volumes spike.

This mirrors the Warmline’s need to anticipate and respond to surges in call volume during statewide crises or seasonal increases in family stress.

Finally, both ARC and the Warmline require a disciplined approach to continuous training, QA monitoring, and metrics-driven accountability. DI’s weekly calibration meetings, real-time updates to knowledge bases, and KPI reporting for ARC directly align with the performance management framework proposed for Nebraska DHHS. Through these similarities, DI demonstrates a proven ability to manage a high-volume, family-centered helpline that balances compassion, accuracy, and operational excellence—directly transferable to the Nebraska Warmline mission.

Period of Performance: 07/2017 – Present

Contractor’s Project Manager/Key Personnel: Melissa Albright

POC/COTR and Telephone #: Christina King, Senior Program Manager, American National Red Cross, 910-584-5474, christina.king@redcross.org

(A letter of reference from ARC follows on the next page)

Letter of Reference

To Whom It May Concern, I am writing to express our appreciation for the quality services provided by Direct Interactions, Inc. Direct Interactions offers 24/7/365 support with an adaptable staffing model that can ramp up within 48 to 72 hours upon request. This flexibility has been critical in responding to the unpredictable call volume that American National Red Cross experiences when responding in a chronic disaster environment. The team at Direct Interactions consistently meets the challenge of quickly ramping up to meet our service level expectations, providing vital disaster support through resource referrals and dispatch services for people affected by disaster.

Their services include offering inbound call support for disaster response, addressing both major incidents and daily situations affecting the general population. They supply information on pre-established external resources and provide callers with the latest updates on accessing these resources. Their support extends to caseworkers requiring support in the field.

Direct Interactions delivers ongoing training with real-time updates, swiftly adapting to changes in our policies and procedures. They conduct weekly calibration meetings to evaluate agent performance and gather feedback on call quality requirements. Additionally, they hold weekly reviews to discuss all metrics and address upcoming needs. Their implementation of Quality Assurance monitoring and one-on-one coaching sessions continuously enhances customer satisfaction and key performance metrics for agents.

The commitment and professionalism of Direct Interactions have been pivotal in our efforts to support those in need. Their ability to provide high-quality service, even in the most challenging circumstances, is truly commendable. We highly recommend Direct Interactions, Inc. to any organization seeking a reliable and efficient partner for call center services. Their expertise, responsiveness, and strong partnership have made a significant positive impact on our operations, and we are grateful for their ongoing support.

Sincerely, Christina Curtis Director, DCS Contact Center American Red Cross christina.curtis@redcross.org 513-391-0688 mailto:christina.curtis@redcross.org

Reference #3:

Contracting Activity: VIA LINK

Project Name: 24/7/365 Telephone Answering Services

Contract Number(s): MMHI-O25-10

Dollar Amount of Contract(s): $20,807.09, with annual contract rate escalation

Project Description: VIA LINK of Covington, LA, is a 211service provider, connecting people in Southeast Louisiana to resources and services, including crisis counseling, information and referrals, and data on community needs to include housing, operating 24/7. DI provides tailored call center services to VIA LINK, including crisis intervention, emotional support through helpline operations, resource navigation for community services such as housing/shelter, and disaster response support, ensuring compassionate and efficient assistance for individuals in need. DI has implemented various systems and operational procedures to assist VIA LINK’s callers with information through FAQ sections and other online resources. Our team migrated VIA LINK’s CRM systems with our center during the client’s internal transitions and maintained continuity throughout. Additionally, DI has partnered with the client’s staff to develop an improve detailed knowledge bases and interactive guides to support continuous learning opportunities.

Similarities with the Nebraska DHHS Warmline Requirement: The services DI provides for VIALINK are closely aligned with the Nebraska Warmline’s objectives of early access, prevention, and resource navigation. Both initiatives require a trusted, 24/7/365 helpline that offers families and individuals an accessible entry point into community services before crises escalate. For VIALINK, DI provides crisis counseling, emotional support, and community-based referrals, which is the same skill set Warmline CSRs will apply in Nebraska. Both services emphasize empathetic listening, accurate triage, and closed-loop referrals to ensure callers not only receive immediate support but also are successfully connected to longer-term resources such as housing, counseling, or family support programs. Another similarity lies in the need for continuity and system integration. For VIALINK, DI migrated the organization’s CRM systems during internal transitions, ensuring uninterrupted service delivery. For Nebraska DHHS, this experience translates into the ability to integrate seamlessly with existing or evolving case management and referral platforms, safeguarding operational stability during implementation.

Both contracts also demand ongoing collaboration and knowledge management. DI worked with VIALINK staff to enhance knowledge bases and interactive guides that support CSR training and service accuracy.

The Nebraska Warmline will benefit from the same disciplined approach to continuous learning, ensuring Warmline CSRs remain informed, effective, and consistent in their responses. Finally, both programs require a disaster response readiness component. In Louisiana, DI supports VIALINK callers during hurricanes and other community emergencies, scaling capacity to manage spikes in call volume. This mirrors the Nebraska Warmline’s need for surge handling and resiliency planning to maintain availability during crises that impact families statewide. Together, these parallels show that DI’s work with VIALINK provides a direct and practical model for how we will deliver on the Nebraska Warmline requirement.

Period of Performance: 6/2023 – Present

Contractor’s Project Manager/Key Personnel: Project Manager – Ivy Tonkin

POC/COTR and Telephone #: Victoria Schwandt, Contact Center Supervisor 504-708-2940, vschwandt@vialink.org

(A letter of reference from VIALINK follows on the next page) mailto:vschwandt@vialink.org

1/10/2025

To Whom It May Concern, I am delighted to write this letter of reference for Direct Interactions. The Direct Interactions team has become an integral part of our organization, providing comprehensive support services that have greatly enhanced our operations and ensured seamless connectivity. Their tailored solutions have significantly improved our customer interactions and support with remarkable flexibility and adaptability.

Direct Interactions has successfully implemented systems to assist our callers with general information through FAQ sections and other online resources. They successfully migrated CRM systems when our center transitioned to Sophia, ensuring that all interactions were thoroughly documented to uphold service quality and client satisfaction. Their team also worked closely with our contact center team, utilizing detailed knowledge bases and interactive guides to support continuous learning opportunities.

In recognizing the fluctuating nature of call volumes, Direct Interactions continuously adjusts agent capacity and provides scalable solutions to meet our operational demands efficiently. Their ongoing technical support includes maintaining secure internet connections and managing a full-support helpdesk to address connectivity issues promptly, ensuring consistent service reliability.

Direct Interactions has demonstrated their commitment to dynamically adapting their services, whether it's managing varying call volumes or expanding support to new channels or markets. Throughout the engagement, Direct Interactions continuously refines their service offerings to align with our strategic trend analysis and policy development efforts, further bolstering community resilience and well-being. We have found Direct Interactions to provide exceptional service. Together, we create a seamless experience for those relying on our services, fostering satisfaction and loyalty.

Sincerely, Victoria Schwandt, LMSW VIA LINK Vice President of Contact Center Operations vschwandt@vialink.org mailto:vschwandt@vialink.org

Reference #4: (NOTE: this reference is provided strictly as a contingency should DHHS not be able to reach one of the three provided References)

Contracting Activity: Lee County, FL, Utilities Department and Animal Control

Project Name: Lee County After Hours Emergency Telephone Answering Services Contract Number: 240008BJB

Dollar Amount of Contract(s): $132,000 per year (both departments combined) Project Description: DI has been providing after-hours, weekend, and holiday emergency phone coverage for Lee County Utilities since mid-2024, handling thousands of calls from residents in the Lee County, Florida area. This project includes supporting the County’s Animal Control Department as well. By leveraging Amazon Connect and other AWS services, our CSRs answer each call within 60 seconds. We efficiently collect critical information related to water, wastewater, and meter emergencies, along with handling other inquiries such as water distribution, storm drains, boil water notices, and garbage services. Using Amazon Connects AI-driven capabilities, our agents automatically route calls based on the urgency and nature of the issue, while maintaining detailed logs and providing daily summary reports to the relevant departments. This integration with AWS Lambda and Amazon DynamoDB ensures real-time data management, improving accuracy and speeding up response times. Once call information is collected, agents quickly dispatch the details to the appropriate on-call officers within minutes. For non-emergency cases, agents provide accurate information and utilize API integrations with Lee County's internal systems to assist callers and resolve issues. Our call deflection strategy, including the use of SMS text messaging via Amazon SNS, reduces the volume of non-urgent calls, enabling more efficient handling of emergency situations.

Similarities with the Nebraska DHHS Waermline requirement: DI’s after-hours emergency answering services for Lee County Utilities and Animal Control strongly parallel the Nebraska Warmline’s requirements for reliable, responsive, and community-focused contact center support. Both contracts require a 24/7/365 live-answer helpline where calls from residents must be intaked, triaged, and dispatched to the appropriate on-call personnel or department with accuracy and speed. In Lee County, DI’s our CSRs handle thousands of calls each year related to household and community well-being, including water and wastewater emergencies, boil water notices, storm drain issues, garbage collection inquiries, and animal control incidents. This breadth of public-facing, essential services coverage mirrors Nebraska Warmline’s need for a responsive partner capable of managing calls that affect residents’ health, safety, and quality of life.

Both engagements depend on advanced technology integration to ensure accuracy and timeliness. For Lee County, DI leverages Amazon Connect, AWS Lambda, and Amazon DynamoDB to automatically route calls by urgency, manage real-time data, and deliver daily reporting. Nebraska DHHS can expect the same infrastructure to provide high availability, secure data handling, and transparent performance dashboards.

Additionally, both programs require a balance of empathy and efficiency. Lee County residents often call during stressful after-hours emergencies, while Nebraska residents will contact the Warmline for urgent needs affecting their families and neighborhoods. In both cases, DI’s training in trauma-informed listening, de-escalation, and resource navigation ensures callers receive compassionate support while their issues are being addressed.

Finally, both contracts demand metrics-driven accountability. For Lee County, DI provides daily reporting on service levels, call outcomes, and quality monitoring. This same framework will ensure Nebraska DHHS receives routine performance data, SLA compliance metrics, and continuous improvement feedback to maintain the highest service standards. Through these parallels, DI’s success in Lee County demonstrates our proven ability to operate a municipal, resident-facing helpline that combines empathy, technical sophistication, and operational reliability, directly transferrable to Nebraska Warmline’s requirements.

Contractor's Project Manager/Key Personnel: Gio Bonelli POC/COTR and Telephone #: Justin Dodd, Utilities Department. 239-533-8845, jdodd@leegov.com | Brandon Scribner, Animal Services, 239-533-7387, bscribner@leegov.com

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10.4 Minimum Qualifications

5. Technical Response

5.1 Project Understanding and Objectives

DI understands that the Nebraska Department of Health and Human Services (DHHS) seeks a proactive prevention partner, not just a call center. The Warmline is envisioned as an early-access, family-centered service designed to provide a safe, stigma-free entry point into Nebraska’s network of community supports.

Unlike a crisis hotline, the Warmline’s purpose is not solely to de-escalate emergencies, but rather to connect families to resources before situations escalate to the level of child welfare involvement.

We recognize that families may hesitate to reach out for help if the only avenue available is child protective services. The Warmline addresses this gap by providing a trusted third-party service where families can share concerns, seek guidance, and receive referrals to supportive services without fear of punitive consequences. This aligns with DHHS’s overarching strategy to reduce unnecessary child welfare involvement, strengthen protective factors, and build resilience within communities.

DI also understands the operational complexity of such a service. A Warmline must be:

• Accessible/available 24/7/365, with multilingual options and ADA compliance.

• Responsive in delivering quick connection to empathetic CSRs trained in motivational interviewing and trauma-informed approaches.

• Integrated by connecting seamlessly with Nebraska’s network of community-based providers, resource directories, and prevention initiatives.

• Accountable, with measurable outcomes that allow DHHS to track usage trends, service gaps, and long-term impact on family well-being.

Our approach is to treat the Warmline as both a call-answering function as well as a strategic prevention tool embedded in Nebraska’s child and family well-being framework. By combining empathetic live-answer service, advanced call routing and triage protocols, and a closed-loop referral process, DI will ensure that families both receive help and remain engaged until their needs are addressed.

This perspective is grounded in DI’s broader philosophy: helplines are not endpoints, but gateways to stronger families and healthier communities. For Nebraska, the Warmline will serve as a measurable, scalable bridge between families in need and the programs designed to support them and this will fulfill DHHS’s vision of upstream prevention and community resilience. It is not a generic call center, but rather a prevention tool under FFPSA. DI’s understanding is that the Warmline must reduce unnecessary child protective involvement by intervening upstream, tracking outcomes, and reinforcing trust in DHHS as a partner. This is why we integrate Findhelp’s Nebraska Community Collaborative platform directly into every Warmline call.

5.2 Warmline Service Delivery Model

The DI Warmline service delivery model is designed to guarantee that every caller receives responsive, compassionate, and effective assistance. Calls will be handled through a standardized process that emphasizes both empathy and accuracy.

Call handling processes (inbound, triage, escalation)

Inbound Call Handling and Triage – Incoming calls are first greeted by a trained Warmline CSR who uses a structured intake and triage protocol. The CSR quickly identifies the nature of the call, assesses for any immediate safety or crisis concerns, and determines whether the call can be resolved with supportive listening and resource referral or requires escalation.

Escalation Procedures – Calls requiring higher-level intervention are seamlessly escalated to senior specialists or connected with appropriate crisis services. This ensures that families receive the right level of support without delays. DI’s experience with Red Cross disaster hotlines and state crisis lines, such as the Florida Citizen’s Insurance Corporation’s (insurer of last resort) demonstrates our ability to manage escalation pathways effectively.

Hours of Operation and Accessibility

The Warmline will be staffed 24 hours per day, 7 days a week, 365 days a year. Our distributed workforce model, with agents located in multiple time zones, ensures continuous coverage and rapid response to spikes in call volume.

Service levels and response time commitments

Although the RFP does not set formal SLA benchmarks, DI routinely maintains service levels for state and nonprofit call centers of comparable scope, and we are prepared to apply the same or stronger standards for the Nebraska Warmline. Real-time monitoring and workforce management tools allow us to continuously optimize staffing to meet or exceed these targets. Below is an SLA table that offers transparent, measurable SLA reporting to DHHS.

Category Commitment Rationale/Value to DHHS Average Speed of Answer (ASA) ≤ 30 seconds Ensures families reach a live CSR quickly and do not abandon calls out of frustration.

Call Abandonment Rate ≤ 5% Keeps callers engaged and confident that support is available.

First Call Resolution (FCR) ≥ 85% Maximizes effectiveness by resolving needs without unnecessary transfers or repeat calls.

Referral Completion Rate ≥ 90% Demonstrates that families are not only referred but are successfully connected to services.

System Uptime/Availability 99.95% Ensures the Warmline is always available, including during disaster or peak events.

Multilingual Access Availability

100% (via translation partner covering 240+ languages) Guarantees equitable access for Nebraska’s diverse families.

Quality Assurance Monitoring ≥ 10% of all calls reviewed monthly Provides continuous performance improvement and compliance monitoring.

Customer Satisfaction (CSAT) ≥ 90% Demonstrates caller confidence and positive outcomes; tracked via post-call surveys.

This service delivery model…