Abuse Reporting Hotline Answering and Processing Service

The Commonwealth of Massachusetts Disabled Persons Protection Commission (DPPC) is seeking a contractor to provide a 24-hour Abuse Reporting Hotline Answering and Processing Service. The selected vendor must have the capability to accept both voice and Relay/TTY calls, answer calls within 10 seconds and by a live operator within 20 seconds, hold times not to exceed 30 seconds, digitally record all calls, and email emergency reports to DPPC on-call staff immediately. The service requires documenting all caller information via web-based access to the DPPC database. The contract term is from July 1, 2020 through June 30, 2021 with a one-year option to renew, for a total potential contract term of two years. The DPPC receives approximately 24,000 hotline calls annually, with 50% answered by the after-hours vendor. Bidders must provide a detailed proposed rate schedule and will be evaluated on their qualifications, capacity, training and monitoring plans, and cost proposal.

The state encourages Minority/Women-owned Business Enterprises (M/WBEs) certified by the Supplier Diversity Office to bid on this opportunity. Bidders must commit to a specific percentage of sales to be spent with certified SDP partners, which will be monitored through quarterly reporting. The contract does not specify any pricing terms, set-asides, incumbents, or funding details. The Commonwealth makes no guarantee of any purchase volume, and reverse auctions may be conducted during the contract term.