CrisisLine Answering Services

The California Department of Aging (CDA) has issued an Invitation for Bid (IFB) for CRISISline Answering Services, seeking a contractor to provide telephone coverage for a toll-free telephone crisis support service. The contract will run from July 1, 2016, through June 30, 2018, with the contractor responsible for handling calls during non-State working hours and some additional business hours. The service requires providing multilingual interpretation services, with an estimated monthly call volume of 1,450 calls averaging 4 minutes each, totaling approximately 6,810 hours of annual coverage. Key bid requirements include maintaining $1 million in general and professional liability insurance, and all services must be performed within California. Critical procurement dates include March 16, 2016, for written questions, March 22, 2016, for posting responses, April 1, 2016, as the bid submission deadline, April 4, 2016, for bid opening, and April 6, 2016, for notice of intent to award. Bidders must demonstrate capabilities to handle diverse communication needs, with an emphasis on providing comprehensive crisis support services.

The IFB includes several procurement preferences and restrictions, specifically offering a 5% preference for Small/Micro Businesses and applying the Target Area Contract Preference Act (TACPA). The CDA strongly encourages contractors to employ older individuals (55 and above) as CRISISline operators, indicating a preference for workforce diversity and senior employment opportunities. While no specific budget range is explicitly stated, the current contract rate is $7.70 per hour, with the previous contractor being Aspire Answering Services. Contractors must be physically located in California to facilitate potential training requirements from the Office of the State Long-Term Care Ombudsman (OSLTCO). Language interpretation capabilities are crucial, with Spanish being the most requested language, though the OSLTCO may handle primary interpretation needs. Proposals must be submitted in sealed envelopes directly to the California Department of Aging's office, with electronic submissions not permitted, underscoring the formality of the bidding process.