988 Contact CentersBid Documents

The Indiana Department of Administration (IDOA), in conjunction with the Family and Social Services Administration (FSSA) and Division of Mental Health and Addiction (DMHA), is seeking up to five vendors to operate 988 Contact Centers providing crisis intervention services. The solicitation (RFP 410-26-84962) requires vendors to receive, answer, and respond to calls, chats, and texts from Indiana residents experiencing mental health, substance use, or suicide-related crises, with a mandatory 24/7/365 operational requirement. Successful vendors must be accredited by the Federal 988 Lifeline Administrator and collaborate with other crisis response system components, including Mobile Crisis Teams and Crisis Receiving and Stabilization Services. Key deliverables include comprehensive crisis intervention, de-escalation, and triage services using state-provided technological infrastructure. Evaluation criteria will encompass management quality, cost, and performance indicators, with potential performance-based incentives of up to 10% bonus payment for meeting specific Key Performance Indicators (KPIs). The proposal is due on December 1st, 2025, at 3:00 PM ET, with a pre-proposal conference scheduled for October 7th, 2025, and an anticipated contract go-live date of July 1st, 2026.

The procurement includes specific set-aside designations targeting diverse business participation, with contract goals of 8% Minority Business Enterprises, 11% Women Business Enterprises, and 3% Indiana Veteran Owned Small Businesses. Vendors must be registered to do business in Indiana and demonstrate compliance with state registration and certification requirements. The state will provide essential technological infrastructure, including a shared telephony platform and Customer Relationship Management (CRM) system, with a preference for cloud-based solutions in Microsoft Azure or Amazon Web Services. While specific budget ranges are not explicitly detailed, the cost proposal template suggests a comprehensive funding approach with 90% of the total bid amount disbursed through fixed monthly payments and 10% contingent upon achieving KPIs. The contract is structured for a four-year base term with potential one-year renewals, potentially extending the total contract period to five years. All contact center operations must be conducted within Indiana, and vendors must ensure staff are comprehensively trained in crisis intervention methodologies.