RFQ Answering Service FY 2022.docx

ILLINOIS DEPARTMENT OF PUBLIC HEALTH

OFFICE OF HEALTH CARE REGULATION

R E Q U E S T F O R Q U O T E Quotes must be back by the date and time indicated in BidBuy.

AGENCY: Illinois Department of Public Health CONTACT NAME: Dawn Schwartz CONTACT EMAIL: dawn.schwartz@illinois.gov

SPECIFICATIONS

CONTRACT LENGTH: Upon execution of contract for 60 months

ESTIMATED TOTAL HOURS REQUIRED: 136.5 Hours/Weekly=7,098/Annually x 3 Operators = Total Hours of 21,294.

WORK LOCATION: Service to be completed at Vendor’s location

REQUIRED SERVICES - Pursuant to 77 Ill. Adm. Codes Part 300, Section 300.690, Part 400, Sections 400.110 and 400.120, the Illinois Department of Public Health (IDPH), Office of Health Care Regulation (OHCR), Special Investigations Unit (SIU): Central Complaint Registry (CCR) must establish and maintain a single statewide, toll-free telephone number which all persons, whether or not mandated by law, who wishes to report suspected long-term care facility resident abuse or neglect at any hour of the day or night, on any day of the week. Any other person may use the statewide number to obtain assistance or information concerning the handling of long-term care facility resident abuse and neglect cases pursuant to Section 13 of the Nursing Home Care Act.

The Vendor will be required to provide answering service for this established single statewide, toll free telephone number. The Vendor’s answering service coverage of the CCR hotline will be:

Monday at 4:40 pm to Tuesday at 8:30am Tuesday at 4:40pm to Wednesday at 8:30am Wednesday at 4:40pm to Thursday at 8:30am Thursday at 4:40pm to Friday at 8:30am Friday at 4:40pm to Monday at 8:30am The Vendor will provide 24-hour service on Saturdays and Sundays, including holidays.

The Vendor will be required to have the ability to email all complaints that do not arise to the level of immediate jeopardy (IJ) to the On-Call IDPH/OHCR Senior Public Service Administrator’s (SPSA) incoming State mailbox and the Central Complaint Registry incoming mailbox DPH.CCR@illinois.gov.

A) The Vendor shall provide hotline answering services for the reporting of allegations of abuse, neglect, financial exploitation, and/or death of individuals in long-term care (LTC) facilities, specialized mental health rehabilitation facilities (SMHRF) or developmentally disabled (DD) facilities, hospitals and health facilities.

1. Monthly service fee to cover a maximum of 136.5 hours per week for incoming and outgoing communications.

B) During non-business hours, the Vendor will receive the calls on a roll-over system.

C) When receiving calls, the Vendor shall be responsible for obtaining the following information:

1. Caller’s name, job title, and name of Agency where they work (if applicable); and

2. Name and address of the Facility/Agency where alleged incident occurred; and

3. Address and phone number where caller can be reached the next business day unless caller insists on anonymity (cell phone number can be provided if easier to reach caller); and

4. Name and identifying information about the victim(s) and the accuser(s), and obtain the current location of both; and

5. A description of the alleged incident, including dates and times.

D) In the following instances, the Vendor shall contact the on-call IDPH/OHCR SPSA staff member:

1. The alleged incident is or may be deemed an emergency (i.e. death, serious injury, sexual assault or any sex act whether voluntary or involuntary, potential law enforcement involvement, or possible media involvement); Evacuation of residents for any reason-active shooter, fire, asbestos, smoke, tornado, flooding, earthquake, no emergency power supply, backup generator not working, etc. Hazardous Environment which puts the resident(s) in potential danger-extreme cold/hot temperatures and/or results in a resident(s) transferred to the hospital (lack of cool air/air conditioning in the summer with temperatures above 80 degrees and lack of heat in the winter with temperatures below 70 degrees), residents exposed to chemicals in the facility, sewer backing up in the facility, etc. Unusual Death-elopement, suicide, improper use of mechanical lift resulting in an injury or death, physical altercation, drowning, choking, and burns resulting in death, etc. Sexual Abuse/Assault – alleged sexual abuse/assault regardless of when the alleged even occurred. Physical, Mental, and Verbal Abuse – alleged abuse with the harm or likely to harm a resident. Staffing – allegation of harm to a resident(s) due to lack of staffing (no medications are being passed; no staff to administer CPR and resident died; staff walked off the job, etc.); and

2. The Vendor will obtain the caller’s name address, phone number and alleged non-compliance by the provider, and provide a brief overview to the on call IDPH/OHCR SPSA before transferring the caller to the On-call IDPH\OHCR SPSA; and

3. The Vendor will inform the On-call IDPH\OHCR SPSA if the caller wishes to remain anonymous, prior to transferring the caller to the On-call IDPH\OHCR\SPSA.

E) If the Vendor is unable to reach the On-call IDPH/OHCR SPSA staff member by telephone, the service shall telephone every 15 minutes until the On-call staff member answers and/or calls the service back.

F) For every call received, the Vendor shall also be responsible for the following:

1. Ensure that all callers are always treated in a professional manner; and

2. If the alleged incident requires immediate medical or law enforcement intervention, instruct the caller to hang up and contact the appropriate entity immediately; and

3. Submit a call log to IDPH/OHCR/CCR daily; and

4. Provide access to an audio recording of all calls received by the Vendor; and

5. Save all recorded calls received for the duration of the five-year contract; and

6. Abide by the requirements of the “Confidentiality Act” and any other State and/or Federal laws and regulations pertaining to privacy of the caller.

G) COVID-19 PROTECTIONS: In response to the COVID-19 pandemic, Governor J.B. Pritzker issued Executive Order 2021-22 and 2021-23. These Executive Orders mandate certain contractors shall use face coverings, have COVID-19 vaccinations, or undergo testing for COVID-19 when in indoor public places, Health Care Facilities, Schools, Institutions of Higher Education, and State-owned and operated congregate facilities. Vendor shall adhere to the requirements of these Executive Orders as applied by the Agency. The Agency may also implement vaccination or testing requirements that exceed those in the Executive Orders

MANDATORY QUALIFICATIONS: (check all that are applicable)

· At least three (3) years of experience related to long-term care complaints and non-complaint surveys.

· Vendor must have a minimum of three (3) staff members available for services as outlined in the Required Services section above.

· Vendor staff members must have ability to answer and operate multi-line telephones and transfer calls within an agency. Additional tasks may include basic clerical work such as emailing and copying or faxing. Ability to follow oral and written instructions is mandatory.

· Vendor staff members must have at least one-year prior experience in data entry. Required experience will enable this worker to operate data entry machines and personal computers to accurately enter data at a rate of 6,000 keystrokes per hour. Additionally, ability to record, identify, and correct data entry errors is expected. Must be able to perform highly repetitive work under stressful situations. Basic training or experience in medical terminology highly recommended. Basic arithmetic calculations, either manually or using a calculator, is desired.

· Vendor must be located in United States of America.

PREFERRED QUALIFICATIONS: (check if applicable) ____ At least three (3) years of experience related to long-term care complaints and non-complaint surveys.

REQUIRED DOCUMENTATION

The entity or person must include the following documentation:

· Either a completed Forms B if your company is registered with the Illinois Procurement Gateway or completed Forms A if your company is not registered with the Illinois Procurement Gateway.

VENDOR RESPONSE:

Months

Monthly Fee for All Services

Note to Vendor: The quote must be valid for 90 days from date of submission and include all expenses. We reserve the right to reject all offers and to reject individual offers for failure to meet any requirement. The selected vendor must possess all mandatory qualifications and offer the lowest price.

Vendor Name: __________________________________________________________________________ Signature:_______________________________________________ Date: _________________________ Printed Name: _________________________________________________________________________ Title __________________________________________________________________________________ image1.png