Answering Service

The State of Illinois is seeking a vendor to provide 24-hour answering service coverage for their Central Complaint Registry (CCR) hotline. The vendor will be required to provide coverage from Monday at 4:40 pm to the following Monday at 8:30 am, including weekends and holidays. Key responsibilities include answering incoming calls, emailing non-emergency complaints to the IDPH/OHCR Senior Public Service Administrator and the CCR incoming mailbox, and contacting on-call IDPH/OHCR staff for any emergency or serious incidents. Mandatory qualifications for the vendor include at least 3 years of experience with long-term care complaints, the ability to provide 3 staff members for the service, and data entry experience. Pricing for the 60-month contract is requested as a monthly fee, and the vendor must provide a quote that is valid for 90 days and includes all expenses. IDPH reserves the right to reject all offers and will select the vendor with the lowest price that meets all mandatory qualifications.

The RFQ does not specify any set-aside designations or restrictions on the types of organizations that can respond. Additionally, no information is provided about any incumbent vendors or current contractors. The estimated total annual hours for the service is 21,294 across 3 operators, but a specific award value or budget range is not disclosed.