RFP 2027-002 Region One Crisis Call Center.pdf

1 | P a g e Region Ten Community Services Board | RFP #2027-002

Region One Crisis Call Center

REQUEST FOR PROPOSALS

RFP #2027-002

Region One Crisis Call Center

Issue Date September , 2026

Commodity Code 95262 Mental Health Services

Purchasing Agency Region Ten Community Services Board

110 Avon Street

Charlottesville, VA 22902

Contract Specialist Davon Chambers

Fiscal Director, Procurement & Operations

(434) 220-7640 davon.chambers@regionten.org

Initial Period of Contract Twelve (12) months from full execution, with four (4) optional one-year renewals

Proposal Due October 16th, 2026 at 2:00PM Eastern Time

Proposals may be submitted through eVA, by email, or by mail/hand delivery as provided in Section 8.0. The Offeror is responsible for ensuring timely receipt.

RFP Milestone Date

RFP Issued / Posted September 21, 2026

Deadline for Written Questions October 2, 2026

Region Ten Responses / Final Addendum October 7, 2026

Proposals Due – 2:00 PM ET October 16, 2026

Evaluation Committee Review October 19–23, 2026

Evaluation Committee Meeting October 26, 2026

Interviews/Negotiations, if needed October 28–30, 2026

Anticipated Award Early November 2026

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Region One Crisis Call Center

In compliance with this request for proposal and to all the conditions imposed therein, the undersigned firm hereby agrees to furnish all goods and services in accordance with the attached signed proposal or as mutually agreed upon by subsequent negotiation.

Further, the undersigned firm hereby warrants and certifies that –

(1) All information provided below and, in any schedule, attached hereto is true, accurate and complete;

(2) The individual signing on Offeror’s behalf is authorized to bind the Offeror in any and all contractual matters relating to this Request for Proposals;

(3) The Offeror, the individual signing on behalf of the Offeror, or any officer of the firm does not have any business or personal relationships with any other persons, including Region Ten employees, officers or executives; or companies that are in conflict with the Commonwealth of Virginia’s Conflict of Interest Act or of any Region Ten terms and conditions;

(4) The Offeror has not employed or retained any firm or person other than a bona fide employee working solely for the firm to solicit or secure this contract and has not paid or agreed to pay any firm or person other than a bona fide employee working solely for the firm any fee, commission, percentage, brokerage fee, gifts or other consideration contingent upon or resulting from the award or making of this contract. For breach or violation of this warranty, Region Ten shall have the right to annul or void any resulting contract without liability or, in its sole discretion, to deduct from the contract price or consideration, or otherwise recover the full amount of such fee, commission, percentage, brokerage fee, gift or contingent fee.

If the Offeror knowingly makes a material misrepresentation in submitting information to the Authority, such misrepresentation will be sufficient grounds for rescinding an award to the Offeror.

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OFFEROR INFORMATION:

Sign in ink and type or print requested information.

Note: This public body does not discriminate against faith-based organizations in accordance with the Code of

Virginia, § 2.2-4343.1 or against a Offeror or Bidder because of race, religion, color, sex, national origin, age, disability, or any other basis prohibited by state law relating to discrimination in employment.

(Official Signature in Ink) Print Name

Title Date

Name of Firm (Offeror) Federal Identification Number

Offeror Business Address

Print Telephone Number eVA Vendor ID

Email Address

If applicable:

Virginia Contractor License and Classification:

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TABLE OF CONTENTS

Section Title Page

1.0 Purpose 5

2.0 Scope of Services – Region One 5

3.0 Background – Region One 5

4.0 Tasks to Be Performed – Region One 6

5.0 Additional Requirements – Region One 6

6.0 Regional Responsibilities – Region One 7

7.0 Consultation Services – Region One 7

8.0 Preparation and Submission of Proposals 7

9.0 Evaluation, Selection and Award Process 11

10.0 Questions Regarding the Solicitation 12

11.0 General Terms and Conditions 12

12.0 Special Terms and Conditions 13

13.0 Method of Payment 15

14.0 Attachments 15

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Region One Crisis Call Center

1.0 PURPOSE

The purpose of this Request for Proposals (RFP) is to solicit proposals through competitive negotiation to establish a contract for the provision and operation of a crisis call center serving Region One.

2.0 SCOPE OF SERVICES - REGION ONE

Region One is comprised of nine Community Services Boards designated by Virginia’s Department of Behavioral Health and

Developmental Services and includes the following localities: Alleghany, Bath, City of Covington, Town of Clifton, Iron

Gate, Bedford, Campbell, Appomattox, Amherst, Rockingham, Shenandoah, Page, Warren, Frederick, Clark, Stafford, Spotsylvania, King George, Caroline, Rockbridge, City of Lexington, City of Buena Vista, Culpeper, Rappahannock, City of

Fredericksburg, Fauquier, Orange, Madison, Greene, Louisa, Fluvanna, Albemarle, City of Charlottesville, Nelson, Augusta, City of Waynesboro, and City of Staunton. Clinically staffed, 24/7, call hub/crisis centers provide telephonic crisis intervention services to all callers. Services must be provided to the residents of all counties and localities within Region One and will include a website, internet-based communications including chat capabilities, a telephone hotline, as well as text hotline capabilities.

The Crisis Call Center shall provide clinically informed, 24-hour-per-day, 7-day-per-week, 365-day-per-year crisis response and coordination services for residents of Region One through telephone, text, and web-based chat. Services shall support suicide prevention, crisis assessment, de-escalation, referral, linkage, and real-time coordination with the regional crisis continuum.

The Offeror must demonstrate current eligibility, accreditation, certification, or other authorization necessary to participate in the 988 Suicide & Crisis Lifeline network and Virginia’s crisis system, or identify an appropriately qualified subcontractor and provide evidence of the proposed arrangement. Final requirements shall comply with applicable SAMHSA, 988, DBHDS, and contractual standards in effect during the contract term.

3.0 BACKGROUND - REGION ONE

Region One is comprised of nine Community Services Boards (CSB): Alleghany Highlands CSB, Harrisonburg-Rockingham

CSB, Horizon Behavioral Health, Northwestern CSB, Rappahannock Area CSB, Rappahannock-Rapidan CSB, Region Ten

CSB, Rockbridge CSB, and Valley CSB. Region Ten CSB is the fiscal agent for Region One, which is comprised of the 9

CSBs listed above.

Region One’s crisis system is intended to provide coordinated access to behavioral health crisis services and to connect individuals to the least restrictive, clinically appropriate response. The Crisis Call Center will operate as part of that continuum and will coordinate with Community Services Boards, the regional crisis hub, mobile crisis providers, emergency services, hospitals, 911/Emergency Communications Centers, law enforcement, REACH, and other community partners as appropriate.

The Contractor shall comply with all applicable provisions of the Code of Virginia, Virginia Administrative Code, DBHDS requirements, Marcus Alert protocols, 988 requirements, and other applicable federal and state standards. Statutory and regulatory requirements are incorporated by reference and shall control if requirements change during the contract term.

Adults and children with intellectual and/or developmental disabilities shall be supported through appropriate crisis stabilization, intervention, prevention, and linkage services, including coordination with REACH when clinically indicated.

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4.0 TASKS TO BE PERFORMED - REGION ONE

4.1 Provide crisis telephone, text, and web-chat support and crisis communication/information services consistent with applicable 988, SAMHSA, DBHDS, and Region One standards. Services shall include immediate crisis intervention, de-escalation, supportive listening, safety planning, referral, linkage, and access to local and regional resources.

4.2 Maintain telephone, text, and web-chat services 24 hours per day, 7 days per week, 365 days per year. Calls shall not be routed to voicemail during required operating periods. The Contractor shall meet response-time and service-level standards established by 988, DBHDS, and Region One.

4.3 Utilize the DBHDS-designated call center software, data platform, or other required technology and comply with applicable operational guidelines for suicide risk assessment, engagement, documentation, and crisis coordination.

4.4 Implement a standardized level-of-care assessment process consistent with DBHDS requirements and Region One-approved protocols. Based on assessment and established decision pathways, determine the appropriate response and coordinate mobile crisis, Marcus Alert, emergency services, law enforcement, care navigation, or other services as clinically indicated.

4.5 Provide real-time coordination of crisis care, including dispatch or mobilization of mobile crisis resources when within the

Contractor’s assigned responsibilities and coordination with the regional crisis hub and other partners.

4.6 Provide and maintain a transition and continuity plan for assuming or transferring crisis call center responsibilities, including safe transition of calls, data, workflows, and coordination functions.

4.7 Maintain an implementation and stakeholder-engagement process involving mobile crisis providers, CSB Emergency

Services, hospitals, emergency departments, diversion programs, 911/Emergency Communications Centers, law enforcement, and other relevant partners.

4.8 Maintain a staffing model sufficient to provide uninterrupted services, including appropriate clinical oversight and supervision at all times. Interpretation and translation services shall be available 24/7 to address caller communication needs.

4.9 Partner with Region One’s Regional Office for ongoing review and development of operating policies, referral pathways, local resource information, and structural outlines for each CSB catchment area.

4.10 Participate in monthly regional meetings to review utilization, performance, data, service coordination, trends, and improvement opportunities.

4.11 Provide data through the platform and reporting mechanisms established by DBHDS and Region One at required intervals, and promptly communicate significant trends, incidents, service disruptions, or material differences in outcomes.

4.12 Support crisis-prevention communication and information resources, including suicide-prevention information, warning signs, community resources, risk and protective factors, and other relevant behavioral health crisis information as directed by

Region One.

5.0 ADDITIONAL REQUIREMENTS - REGION ONE

5.1 Operating policies, procedures, representation, and data reporting for the Regional Crisis Call Center shall be coordinated through Region One’s Regional Office and shall comply with applicable DBHDS and Region One requirements. The

Contractor shall not materially deviate from established protocols without written approval.

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5.2 The Contractor shall complete and maintain all background checks required by law, regulation, DBHDS, Region One policy, and the nature of the services for employees, volunteers, subcontractors, and other personnel who provide services to youth or vulnerable populations.

5.3 The Contractor shall comply with applicable tuberculosis screening and other occupational health requirements for personnel when required by law, regulation, licensure, or the services performed.

5.4 All paid and volunteer staff shall receive training appropriate to their duties, including human rights, trauma-informed care, suicide/crisis risk assessment, safety planning, cultural responsiveness, referral resources, confidentiality, and applicable

Region One/DBHDS protocols.

5.5 The Contractor shall maintain sufficient capacity to perform this contract without improperly supplanting or reducing capacity committed to other funded responsibilities.

5.6 The Contractor shall participate in statewide, DBHDS, 988, and Region One training required for Crisis Call Center operations.

6.0 REGIONAL RESPONSIBILITIES - REGION ONE

6.1 Facilitate regular contract performance reviews and review utilization, reporting, outcomes, and service coordination.

6.2 Provide or coordinate training and information regarding regional policies, local resources, referral pathways, stakeholder expectations, data requirements, and Region One-specific procedures.

6.3 Maintain CSB Emergency Services consultation and response consistent with applicable requirements and regional protocols.

6.4 Coordinate timely follow-up and access to services through participating CSBs and regional programs.

6.5 Provide oversight and review of interactions, referrals, performance, and quality as appropriate.

6.6 Coordinate Contractor access to required DBHDS and Region One systems, subject to applicable security and access requirements.

7.0 CONSULTATION SERVICES - REGION ONE

The contractor’s staff must be available for consultation with Region One’s Regional Office on an as-needed basis between

8:00AM and 5:00PM, Eastern Standard Time, Monday through Friday.

There will be a partnership between the Call Center and care navigators and community liaison staff (or other designated CSB staff) to ensure a system of support and follow up for individuals receiving services through the call center. The Call Center has the responsibility of identifying and ensuring communication with CSBs regarding individuals who are identified as needing follow up or who have expressed an interest in further service provision and support from the CSBs.

8.0 PREPARATION AND SUBMISSION OF PROPOSALS

8.1 General Instructions

The Offeror shall submit a complete proposal demonstrating its qualifications, experience, organizational capacity, and technical approach to provide the services described in this RFP. The Offeror is responsible for ensuring that all required information and documentation are included. Information shall be accurate and capable of verification by Region Ten.

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Material omissions, inaccuracies, or misstatements may result in rejection of the proposal or rescission of an award. Proposals shall be signed by an individual authorized to bind the Offeror.

8.2 Proposal Due Date and Time

Proposals must be received by Region Ten no later than October 16, 2026 at 2:00 PM Eastern Time. Late proposals will not be considered. The Offeror is solely responsible for timely delivery.

8.3 Methods of Submission

A. eVA Electronic Submission. Proposals may be submitted electronically through the Commonwealth of Virginia’s eVA procurement portal in accordance with the solicitation posting. The date and time recorded by eVA shall constitute the official receipt time for eVA submissions.

B. Email Submission. Proposals may be submitted to davon.chambers@regionten.org. The subject line shall state: “RFP

#2027-002 - Region One Crisis Call Center.” Email proposals shall be in PDF format and include all required documents.

Offerors are encouraged to request confirmation of receipt. Region Ten is not responsible for file-size restrictions, transmission failures, corrupted attachments, spam filtering, or other technical issues.

C. Mail or Hand Delivery. Proposals may be delivered to Region Ten Community Services Board, Attn: Davon Chambers, Fiscal Director, Procurement & Operations, 110 Avon Street, Charlottesville, Virginia 22902. The sealed package shall identify the Offeror and state: “RFP #2027-002 - Region One Crisis Call Center - DO NOT OPEN.”

8.4 Proposal Format

Proposals should be clear, concise, and complete; include a table of contents and sequential page numbering; and be organized in the order below. Supplemental information may be included in an appendix. Region Ten may reject a substantially incomplete proposal or one that does not permit evaluators to determine how requirements are addressed.

8.5 Required Proposal Contents

Tab 1 - Required Forms and Certifications

• Signed cover letter and RFP cover sheet

• Acknowledgment of all addenda

• Vendor Data Sheet

• SCC Registration Information

• Other forms as required (e.g. Insurance Certificate)

• Provide a narrative explanation of any limitations, exceptions or exclusions of service, and a description of any assumptions made or expectations of Region One not herein delineated

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Tab 2: Qualifications and Experience of Offeror

A. Written narrative statement to include:

• The firm’s organizational structure and history, locations and subsidiaries; legal status (e.g. corporation, joint venture) and location of primary operation.

• Names, qualifications and experience, and roles of principals.

• Resume of all key staff to be assigned to the project and the roles of the individuals.

B. Litigation/Legal

• Disclose any information about prior or pending legal proceedings or business litigation against the firm, any officer or principal (jointly and separately), or key personnel. Provide an explanation and indicate the current status of disposition.

• Disclose any instances of licensure, accreditation, certification, regulatory, or compliance violations, the circumstances involved, and final disposition.

Tab 3: Demonstrated Knowledge and Program Requirements

A. Provide details of current or recent (within three years) services of similar nature. Provide evidence of licenses, certifications, and approvals for other relevant programs.

B. Provide specific plans for providing the proposed services including:

• Provide a detailed narrative describing the firm’s approach to providing the types of services required in the Scope of

Services, including a description of the proposed operational procedures that will ensure that the Crisis Call Center provides services 24 hours per day, 365 days per year, as stipulated in this RFP.

• Describe in detail what, when, and how the services will be performed and delegated to the appropriate regional Call

Center.

C. A description of the proposed record keeping and information sharing system that complies with all state and federal standards (including HIPAA). A description of the protocol proposed that ensures an appropriate level of communications with Region One regarding Call Center and contract matters.

D. Clearly identify any proposed equipment or goods including operating parameters, illustrations, etc. required to satisfy the Scope of Services.

E. Provide a transition plan and time frame for implementation and completion.

Tab 4: Financial Data and Proposed Price

A. Firm’s Financial Data. Provide financial data such as bonding capabilities, Financial Statement or Annual Report.

B. A narrative description that explains the method used to establish the annual charge. This description must include an explanation of the projected annual reduction due to anticipated revenue.

C. Complete and submit Attachment D – Cost Proposal Form.

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Tab 5: Outcomes

Describe measurable outcomes consistent with the requirements of Section 4.0, Tasks to Be Performed – Region One. Include anticipated service volumes, proposed performance measures, and the Offeror's approach to meeting the data collection and reporting requirements described in Sections 4.10 and 4.11.

Tab 6: Program Approach

A. Describe the proposed services that address Section 4.0, Tasks to Be Performed - Region One, and how they will be used to achieve the measurable outcomes.

B. Provide program timelines that indicate activities planned, major milestones, assigned responsibility for each and outline the completion of each milestone by month or quarter during the contract period.

C. Describe the marketing/promotional strategies that will be used to inform, educate, and engage residents.

D. Describe how the proposed services will comply with applicable Virginia 988, DBHDS, and 988 Suicide & Crisis

Lifeline requirements and standards.

E. Describe the community partnerships and resources that will be utilized to maximize service delivery, minimize duplication, and follow the national best practice of having the majority of calls responded to in a community setting and avoiding police involvement unless absolutely necessary.

F. Describe the Offeror’s awareness of potential challenges in completing this undertaking and its plan for addressing them.

The Offeror may also comment on any aspect of the Request for Proposal, including suggestions for additional or alternative approaches to Section 4.0, Tasks to Be Performed - Region One

G. Describe offeror’s plan to recruit, train, supervise, and retain staff within a hybrid model of clinically trained paraprofessionals, volunteers, and licensed staff to address the varying levels and types of crisis calls that may be received. This includes internship opportunities for peers and family support partners.

Tab 7: Organizational Capacity

Describe the overall organization’s mission, vision, and array of services. Include the overall organizational structure and statistical data regarding individuals served by service area as well as any other data that describes the organization’s capacity.

A. Describe the organization and staff experience related to the program approach. Provide contact information for three references that can speak to the organization’s experience.

B. Describe a staffing and volunteer plan to accomplish the work and provide job descriptions for staff/volunteers to include qualifications and resumes of any staff that are currently in place. This includes number of licensed staff available to supervise Call Center operators to ensure adequate availability of supervision.

C. Describe the organization’s ability to address language/communication barriers.

D. Provide a staff training plan that ensures initial and periodic training of all staff regarding: policies and protocols as established by the region pertaining to program operation, suicide, cultural competency, referral resources and services, and other relevant issues.

E. Provide a plan for evaluating the program for quality control purposes.

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F. Include a copy of accreditation as a Crisis Call Center by approved accrediting body. Applicants utilizing a subcontractor with a certified Crisis Call Center must include a copy of the subcontractor’s certification.

G. Provide a copy of the organization’s policies and procedures manual for these services.

H. Provide financial statements audited by an independent Certified Public Accountant (CPA). This should include the opinion letter, management letter, income statement, balance sheet, and notes to the financial statements from the most recent reporting period. In addition, provide an income statement and balance sheet from the most recent reporting period.

The personnel named in the technical proposal will remain assigned to the project throughout the period of this contract. No diversion or replacement may be made without submission of a resume of the proposed replacement and final approval by Region Ten.

8.6 Exceptions to the RFP

Any exception, modification, limitation, exclusion, assumption, or requested change shall be clearly identified. Failure to identify an exception may be interpreted as agreement to comply with the requirement as written. Region Ten is under no obligation to accept an exception.

8.7 Proprietary or Trade Secret Information

Proposals are subject to the Virginia Freedom of Information Act and applicable provisions of the Virginia Public

Procurement Act. An Offeror requesting protection of proprietary or trade secret information shall invoke protection in accordance with applicable Virginia law, specifically identify the information, and state the reasons protection is necessary.

An entire proposal, total price, or line-item pricing may not be designated proprietary. Region Ten may require a redacted copy suitable for public disclosure.

8.8 Proposal Ownership

All proposals and materials submitted in response to this RFP shall become the property of Region Ten and will not be returned except as otherwise permitted or required by law.

8.9 Clarifications and Presentations

Region Ten may request clarification and may require interviews, presentations, demonstrations, or other fact-finding activities. Such activities conducted before negotiations are for clarification and evaluation and do not, by themselves, constitute negotiation.

8.10 Questions Regarding the Solicitation

All questions shall be submitted in writing to Davon Chambers at davon.chambers@regionten.org, with a copy to contracts@regionten.org, by September 30th, 2026. The subject line shall state: “RFP #2027-002 - Region One Crisis Call

Center.” Responses that materially affect the solicitation will be issued by addendum.

9.0 EVALUATION, SELECTION AND AWARD PROCESS

Region Ten will evaluate proposals in accordance with the Virginia Public Procurement Act and Region Ten procurement policies. Proposals will first be reviewed for responsiveness and compliance with mandatory requirements. Responsive proposals will then be evaluated by an Evaluation Committee.

The Evaluation Committee may request clarifications, conduct interviews or presentations, and obtain reference information.

Offerors selected for negotiations will be those deemed fully qualified and best suited on the basis of the evaluation factors stated below. Price will be considered but will not be the sole determining factor.

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Criteria Point Weight

1. Qualifications and Experience of the Offeror, including organizational background, relevant experience, financial stability, references, and qualifications of proposed key staff

Demonstrated successful experience providing services of similar scope and complexity Qualifications and résumés of proposed key personnel

20 pts

2. Technical and Clinical Approach

Extent to which the proposed approach satisfies the scope, clinical requirements, crisis response model, reporting requirements, and quality-control expectations Demonstrated understanding of the work to be performed and the Region One crisis continuum

25 pts.

3. Staffing, Clinical Supervision, Implementation, Technology, and

Continuity

Staffing model and clinical supervision; implementation/project management; technology, data, and business continuity Ability to maintain uninterrupted 24/7/365 operations and required service levels

25 pts.

4. Cost Proposal 15 pts.

5. Quality, Outcomes, and Overall Proposal 15 pts

AVAILABLE POINTS 100 pts

Region Ten may negotiate with two or more Offerors deemed fully qualified and best suited, or may negotiate with a single

Offeror when permitted by applicable law. Any resulting contract will incorporate the RFP, negotiated requirements, and the successful Offeror’s proposal as negotiated.

10.0 QUESTIONS REGARDING THE SOLICITATION

No pre-proposal conference will be held for this solicitation. All questions regarding this RFP must be submitted in writing by the deadline specified in the solicitation.

11.0 GENERAL TERMS AND CONDITIONS

11.1 Purchasing Regulations

This solicitation and any resulting contract are subject to the Virginia Public Procurement Act and Region Ten Community

Services Board procurement policies, as applicable.

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11.2 Precedence of Terms

In the event of a conflict, applicable law and mandatory solicitation provisions shall control, followed by Special Terms and

Conditions, General Terms and Conditions, the Scope of Services, negotiated terms, and the Contractor’s proposal, unless the resulting contract states otherwise.

11.3 Payment Terms

Unless otherwise stated, payment is due within 30 days after receipt of a proper invoice or acceptance of services, whichever is later, subject to applicable Virginia law.

11.4 Default

Failure to perform in accordance with the contract may constitute default. Region Ten may pursue remedies available under the contract and applicable law, including procurement of replacement services and recovery of resulting costs where permitted.

11.5 Assignment

The Contractor shall not assign the contract in whole or in part without prior written consent of Region Ten.

11.6 Compliance with Laws

The Contractor shall comply with all applicable federal, state, and local laws, regulations, licensing requirements, civil rights requirements, employment requirements, procurement ethics provisions, and accessibility requirements.

11.7 Debarment

By submitting a proposal, the Offeror certifies that it is not currently debarred or suspended from contracting with the

Commonwealth of Virginia or the federal government, as applicable.

11.8 Applicable Law and Venue

Any resulting contract shall be governed by the laws of the Commonwealth of Virginia. Venue shall lie in a court of competent jurisdiction in the Commonwealth of Virginia.

11.9 Qualifications and Verification

Region Ten may make reasonable investigations and request information necessary to determine an Offeror’s responsibility and ability to perform.

11.10 Taxes

Region Ten is generally exempt from Virginia retail sales and use tax for qualifying purchases. Applicable exemption documentation will be provided upon request.

11.11 Subcontracts

The Contractor remains fully responsible for performance of all subcontractors. No material portion of the services may be subcontracted without prior written approval of Region Ten.

11.12 Changes

Changes to the contract must be authorized in writing by Region Ten. Any equitable adjustment shall be documented by written contract modification.

11.13 Drug-Free Workplace

The Contractor shall maintain a drug-free workplace as required by applicable Virginia law.

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11.14 Audit and Records Retention

The Contractor shall maintain books, records, and supporting documentation relating to the contract for at least five years after final payment, or longer if required by law, grant requirements, litigation hold, audit, or the contract, and shall provide access to authorized auditors.

11.15 Availability of Funds

Region Ten’s obligations are subject to the availability and appropriation of funds. Nothing in the contract shall be construed as creating a debt beyond available funds.

11.16 Confidentiality

The Contractor shall comply with all applicable federal and state confidentiality and privacy requirements, including the

Health Insurance Portability and Accountability Act (HIPAA), the HITECH Act, 42 CFR Part 2, Confidentiality of Substance

Use Disorder Patient Records, when applicable, and all other applicable laws and regulations governing confidential, protected health, and substance use disorder information.

11.17 Nondiscrimination

Region Ten does not discriminate against Offerors or faith-based organizations on any basis prohibited by applicable law.

12.0 SPECIAL TERMS AND CONDITIONS

12.1 Award of Contract

Award will be made to the responsible Offeror whose proposal is determined to provide the best value after evaluation and negotiations in accordance with applicable law.

12.2 Cancellation/Termination for Convenience

Region Ten may terminate the resulting contract, in whole or in part, for convenience upon sixty (60) days written notice unless a different period is negotiated in the final contract. The Contractor shall be paid for accepted services properly performed through the effective date of termination.

12.3 Termination for Cause

Region Ten may terminate for material breach or default after providing notice and an opportunity to cure when appropriate.

Region Ten may take immediate action when necessary to protect individuals receiving services, confidential information, public funds, or continuity of critical services.

12.4 Continuity of Services

The Contractor acknowledges that crisis call center services are critical and shall cooperate in an orderly transition to Region

Ten or a successor provider. Upon written request, the Contractor shall provide reasonable transition assistance for up to ninety (90) days after expiration or termination, subject to mutually agreed pricing for approved services not already included in the contract.

12.5 Disputes

Contractual disputes shall be resolved in accordance with the Virginia Public Procurement Act and Region Ten Community

Services Board procurement policies and procedures.

12.6 E-Verify

The Contractor shall comply with Code of Virginia § 2.2-4308.2 and other applicable employment verification requirements.

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12.7 eVA

The Offeror and Contractor shall comply with applicable eVA registration, ordering, and transaction requirements in effect for this procurement.

12.8 Insurance

Prior to contract execution and throughout the contract term, the Contractor shall maintain insurance coverage required by

Region Ten. Final limits and endorsements will be stated in the contract or an attachment. Region Ten may require certificates of insurance before award.

12.9 HIPAA, Business Associate Agreement, and 42 CFR Part 2

If the Contractor creates, receives, maintains, or transmits Protected Health Information or records subject to 42 CFR Part 2 on behalf of Region Ten or a participating covered entity or Part 2 program, the Contractor shall execute and comply with an approved Business Associate Agreement and/or Qualified Service Organization Agreement (QSOA), as applicable, before accessing such information.

12.10 Information Security and Breach Notification

The Contractor shall maintain administrative, technical, and physical safeguards appropriate to the sensitivity of the information handled. The Contractor shall promptly report suspected or confirmed security incidents, privacy incidents, unauthorized access, or breaches in accordance with applicable law and Region Ten contractual requirements.

12.11 Data Ownership, Access, and Return

Data and records created or maintained specifically for Region One under this contract shall be handled in accordance with applicable law, record-retention requirements, the BAA if applicable, and the final contract. Upon expiration or termination, the Contractor shall provide required data and records in a usable format and securely return or destroy copies as directed and legally permitted.

12.12 Business Continuity and Disaster Recovery

The Contractor shall maintain and test business continuity and disaster recovery procedures sufficient to sustain critical 24/7 crisis call center operations during technology outages, facility disruptions, staffing shortages, disasters, and other emergencies.

12.13 Incident Reporting

The Contractor shall immediately report critical incidents and service disruptions and shall report other incidents within timelines established by DBHDS, Region One, applicable law, or the final contract.

12.14 Key Personnel

Key personnel identified in the proposal shall remain assigned to the contract unless Region Ten approves a replacement.

Replacements shall have qualifications equal to or greater than the personnel replaced.

12.15 Term and Renewal

The initial term shall be twelve (12) months from full contract execution. The contract may be renewed, at Region Ten’s sole discretion and by written mutual agreement, for up to four (4) additional one-year periods. Automatic renewals are prohibited.

12.16 Price Adjustments

Price adjustments may be considered only at renewal and must be requested in writing with sufficient supporting documentation at least ninety (90) days before the proposed effective date unless Region Ten agrees otherwise. Any adjustment requires written approval.

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12.17 Extension

Region Ten may extend services for a limited period when necessary to complete transition, procurement, or work already undertaken, as permitted by applicable law and the final contract.

13.0 METHOD OF PAYMENT

13.1 Invoices

The Contractor shall invoice monthly in arrears unless otherwise negotiated. No invoice may include costs not authorized by the contract. A proper invoice shall include, at a minimum:

• Vendor name, address, and taxpayer identification number

• Region One/Region Ten ordering or contract contact

• Contract/agreement or purchase order number

• Invoice date and unique invoice number

• Billing period and date(s) of service

• Monthly charges and any authorized adjustments

• Complete description of services and supporting documentation required by the contract

Invoices should be submitted by the tenth (10th) day of the month following the month in which services were rendered, unless otherwise established in the final contract.

Preferred invoice email: Region1Invoices@regionten.org

Mailing address: Region Ten Community Services Board, Attn: Regional Office, 110 Avon Street, Charlottesville, VA 22902.

14.0 ATTACHMENTS

• Attachment A - Vendor Data Sheet

• Attachment B - Virginia State Corporation Commission (SCC) Registration Information

• Attachment C - Conflict of Interest Statement

• Attachment D - Cost Proposal Form

• Attachment E - Insurance Requirements [TO BE ADDED/CONFIRMED]

• Attachment F - Business Associate Agreement, if applicable [TO BE ADDED/CONFIRMED]

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ATTACHMENT A

Return this attachment as part of your proposal response.

VENDOR DATA SHEET

Primary Contact:

Name: Phone:

Email Address:

Years in Business: Indicate the length of time the firm has been in business providing this type of good or service:

Years Months

FIN or FEI Number: (If Company, Corporation or Partnership)

Social Security Number: (If Individual)

Indicate below a listing of at least three (3) current or recent accounts, either commercial or governmental, that your company is servicing, has serviced, or has provided similar goods or services. Include the length of service and the name, address, and telephone number of the point of contact:

A. Company: Contact:

Phone: Fax:

Project:

Dates of Service: Value:

B. Company: Contact

C. Company: Contact:

I certify the accuracy of this information:

Signature: Title: Date:

ATTACHMENT B

Return this attachment as part of your proposal response.

Virginia State Corporation Commission (“SCC”) Registration

Information: The undersigned Offeror:

is a corporation or other business entity with the following SCC identification number:

-or-is not a corporation, limited liability company, limited partnership, registered limited liability partnership, or business trust is an out-of-state business entity that does not regularly and continuously maintain as part of its ordinary and customary business any employees, agents, offices, facilities, or inventories in Virginia (not counting any employees or agents in Virginia who merely solicit orders that require acceptance outside

Virginia before they become contracts, and not counting any incidental presence of the offeror in Virginia that is needed in order to assemble, maintain, and repair goods in accordance with the contracts by which such goods were sold and shipped into Virginia from Offeror’s out-of-state location) is an out-of-state business entity that is including with this proposal an opinion of legal counsel which accurately and completely discloses the undersigned Offeror’s current contacts with Virginia and describes why those contacts do not constitute the transaction of business in Virginia within the meaning of

§ 13.1-757 or other similar provisions in titles 13.1 or 50 of the Code of Virginia.

check here if you have not completed any of the foregoing options, but currently have pending before the SCC an application for authority to transact business in the Commonwealth of Virginia and wish to be considered for a waiver to allow you to submit the SCC identification number after the due date for proposals.*

Signature: (Date)

Name:

(print) Title

Name of firm:

* Region Ten reserves the right to determine in its sole discretion whether to allow such a waiver

ATTACHMENT C CONFLICT OF INTEREST STATEMENT

The Offeror shall disclose any actual or potential conflict of interest involving the Offeror, its principals, employees, proposed subcontractors, Region Ten, Region One, participating Community Services Boards, or individuals involved in this procurement.

☐ No actual or potential conflict of interest is known.

☐ A potential or actual conflict exists and is described below:

Offeror Name: ______________________________

Authorized Signature: _______________________ Date: __________

ATTACHMENT D COST PROPOSAL FORM

RFP #2027-002 – Region One Crisis Call Center

Return this attachment as part of your proposal response.

The Offeror shall provide its proposed pricing for all services necessary to meet the requirements of this RFP.

Pricing shall include all labor, supervision, administrative costs, technology, equipment, training, travel, overhead, and other expenses necessary to provide the proposed services unless specifically identified below as an additional or optional cost.

A. Proposed Contract Pricing

Cost Component Proposed Cost

Annual Crisis Call Center Operations $________________

Telephone Crisis Services $________________

Text and Web-Chat Services $________________

Staffing and Clinical Supervision $________________

Technology/System Costs $________________

Training and Quality Assurance $________________

Data Collection and Reporting $________________

Implementation/Transition Costs – One-Time $________________

Other: ______________________________ $________________

Total First-Year Contract Cost $________________

B. Annual Renewal Pricing

Contract Period Proposed Annual Cost

Initial 12-Month Contract Period $________________

Renewal Year 1 $________________

Renewal Year 2 $________________

Renewal Year 3 $________________

Renewal Year 4 $________________

Any proposed increase during a renewal period shall be subject to the terms and approval requirements of the resulting contract.

C. Other or Optional Costs

Identify any costs not included in the Total First-Year Contract Cost. If none, state “None.”

Description Cost Basis/Frequency

D. Pricing Narrative

Provide a brief narrative explaining the methodology used to establish the proposed annual cost, including major assumptions and anticipated revenue or other funding sources that reduce the amount charged to Region One.

E. Certification

The undersigned certifies that the pricing provided above is complete and includes all costs necessary to perform the services described in the Offeror’s proposal and this RFP, except for costs specifically identified as additional or optional.

Offeror: ________________________________________________________________________

Authorized Representative: _________________________________________________________

Title: ____________________________________________________________________________

Signature: ____________________________________________