Disaster Call Center Services

Hillsborough County's Office of Emergency Management (OEM) is seeking a qualified contractor to provide comprehensive disaster call center services through an Invitation to Bid (ITB-26-00042). The procurement aims to establish a three-year contract for managing inbound calls during natural or man-made disaster events, with a focus on maintaining year-round operational readiness through training and quality assurance activities. The selected contractor must provide a robust call center solution capable of mobilizing within 2-4 hours of notification, managing calls in both English and Spanish, and maintaining a pool of 100 trained agents. Key requirements include utilizing redundant cloud-based call center technologies, ensuring all staff and locations are within the continental United States (excluding Florida), and demonstrating the ability to handle up to 7,500 concurrent calls. The bid includes specific deliverables such as two toll-free vanity numbers, monthly refresher training, account support, and dedicated supervisor support. The solicitation requires contractors to have a vulnerability management program and a data breach mitigation plan. Proposals are due on December 9, 2025, at 2:00 P.M. Eastern Time, to be submitted exclusively through the county's electronic bidding system (Euna Procurement).

While no specific set-aside designations or restrictions for disadvantaged enterprises are explicitly mentioned in the documentation, the contract includes comprehensive insurance requirements that vendors must meet. Contractors are required to provide multiple types of insurance coverage, including Commercial General Liability, Automobile Liability, Workers' Compensation, Professional Liability, and Cyber Liability, with minimum coverage ranges typically between $500,000 and $1,000,000 per occurrence. The total contract value is estimated at $550,000.00 for the three-year period, with providers expected to demonstrate extensive call center capabilities and emergency response expertise. Additional compliance requirements include submitting a Drug-Free Workplace Form, certifying adherence to Florida Statute 287.087, and completing a Direct Deposit Authorization Form for payment processing. Potential vendors must also provide a Substitute W-9 form and ensure all insurance providers are authorized in Florida, possess A.M. Best ratings of A-, Class 7 or better, and are acceptable to the county. The comprehensive requirements suggest a rigorous selection process focused on operational capability, technological infrastructure, and regulatory compliance.