Abuse Reporting Hotline Answering and Processing Service

The Massachusetts Executive Office of Elder Affairs (EOEA) is seeking qualified organizations to provide an Abuse Reporting Hotline Answering and Processing Service for the state's Elder Protective Services program. The selected contractor(s) will be responsible for conducting the intake of elder abuse reports, including taking reports over the phone, entering data into an online database operated by EOEA, and contacting Protective Services program staff in emergency situations. The EOEA is soliciting bids for two service options - 24-hour, 365-day coverage and non-business hours coverage. Bidders must meet mandatory requirements related to hours of operation, geographic coverage, technical capabilities, operations, staffing, quality assurance, and program review. Preferred qualifications include hotline experience, ability to exceed service levels, prior experience with the Commonwealth, and in-state service provision. Proposals are due on April 3, 2017, and the EOEA anticipates making a contract award announcement on May 1, 2017.

The procurement is subject to the World Trade Organization Government Procurement Agreement and has an estimated value of $2.0-2.5 million for the non-business hours option or $10-12 million for the 24-hour, 365-day option over a 5-year contract term. The EOEA will select the bid that provides the best value and protection for vulnerable elders. Bidders must comply with the Commonwealth's Supplier Diversity Program requirements and may offer prompt payment discounts. The EOEA is open to alternative communication methods beyond just telephone and TTY, such as web, email, or text. The use of remote agents is also not expressly prohibited.