NIH Emergency Patient Care Call Center Professional Services
Past New Requirement Updated
- Agency
-
National Institutes of Health
Department of Health and Human Services
- Solicitation expected
- Estimated value
- $13,000,000 to $20,000,000
- Set-aside
- Total Small Business
Forecast facts
- Anticipated award
- NAICS code
- 561421 Telephone Answering Services
- Points of contact
-
- Leon Segears segearsl@mail.nih.gov
- Debowanna Blackshear blacdebo@mail.nih.gov
Forecast details come from HHS's procurement forecast. Agencies' dates and values are estimates.
About this forecast
The National Institutes of Health within the Department of Health and Human Services is forecasting a new total small business set-aside requirement for emergency patient care call center professional services, with an estimated solicitation release date of 2026-03-01 and an estimated award date of 2026-06-01. The requirement is classified under NAICS 561421 (Telephone Answering Services) and calls for mission-essential call center coverage 24 hours a day, seven days a week, 365 days per year, receiving and facilitating over 200,000 calls per year along with other voice and data communications. The scope covers general informational, emergency, paging, and teleconferencing calls; national and international telephone calls; and Teletypewriter (TTY) calls supporting the hearing impaired and deaf community, with calls received from or directed to NIH personnel, patients, national and international health organizations, healthcare practitioners, and others. The center also acts as a clearinghouse for inbound calls from patients' family and friends and the general public.
The estimated award value range is $13.0 million to $20.0 million. According to the forecast, if the award is not approved, call center support operations will terminate, immediately discontinuing call and data communication support between doctors, hospitals, and patients and affecting code blue and emergency calls across all NIH clinical centers and hospitals. Points of contact are Leon Segears (segearsl@mail.nih.gov) and Debowanna Blackshear (blacdebo@mail.nih.gov), both at the National Institutes of Health.
Forecast text
This acquisition provides mission-essential 24 hours a day by seven (7) days a week, for 365 days per year, emergency patient care call center services for the National Institutes of Health (NIH). The NIH Call Center receives and facilitates over 200,000 calls per year, as well as other voice and data communications, within these three broad categories of service: (1) Place and receive general informational telephone calls, emergency telephone calls, paging requests, and teleconferencing, (2) Place and receive national and international telephone calls, and (3) Assist the hearing impaired/deaf community with Teletypewriter (TTY) calls. These calls can be received from or directed to NIH personnel, patients, national and international health organizations, healthcare practitioners and others. In addition, the NIH Call Center acts as a clearinghouse for inbound calls from family and friends of the patients and the general public. If the award is not approved, the call center support operations will terminate causing immediate discontinuance of call and data communication support between doctors, hospitals, and patients. This will also affect all NIH clinical centers and hospitals, affecting code blue and emergency calls.
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