Solicitation MCA260003 – Cannabis Care Line (CCL) Pilot Program _ Minimum Qualification – Call Center Operations.pdf

This is a bidders' question and answer document related to Solicitation MCA260003, issued by the Maryland Cannabis Administration for the Cannabis Care Line (CCL) Pilot Program. The solicitation seeks to procure staffing to operate a free-to-caller Cannabis Care Line providing professional information on medical cannabis use and health-related questions regarding cannabis consumption. The RFP establishes minimum qualifications requiring offerors to possess at least two years of call center operations experience within the past five years. A prospective bidder questioned whether operating a 24-hour healthcare access line with functions including live caller intake, multi-line telephone management, triage protocols, and documented recordkeeping would satisfy the minimum qualification for "call center operations" as defined in Section 1.1(A) of the RFP.

The Maryland Cannabis Administration clarified that the Cannabis Care Line does not operate as a 24-hour access line, with hours limited as specified in RFP Section 2.3 addressing Contractor Responsibilities and Tasks. This clarification indicates that prospective offerors should review the specific operational hours and requirements outlined in Section 2.3 to accurately assess their qualification status and ensure compliance with the solicitation's minimum qualifications before submitting proposals. The response emphasizes the importance of prospective bidders understanding the specific service delivery model required, including operational hours and scope of services, before committing to participate in the solicitation.