Hotline Answering and Processing Service

This state and/or local contracting opportunity is for a Hotline Answering and Processing Service for the Commonwealth of Massachusetts Disabled Persons Protection Commission (DPPC). The DPPC is seeking a call answering and processing service to accept and process calls for its 24-hour Abuse Reporting Hotline, which receives reports alleging abuse of disabled individuals as well as reports of deaths of individuals with disabilities. The service must be able to answer calls within 10 seconds and by a live operator within 20 seconds, digitally record calls, and immediately contact DPPC on-call staff for emergency situations. The contract period is July 1, 2005 through June 30, 2006 with a one-year renewal option, and will be a fee-for-service arrangement with no maximum funding obligation. The DPPC anticipates the hotline receives approximately 12,000 calls annually. Bidders must have experience providing call answering and emergency services, experience with TTY callers, and a presence within Massachusetts. Proposals will be evaluated based on the bidder's qualifications, ability to meet the DPPC's service needs, and reasonableness of pricing.

This opportunity is open and competitive, with no set-asides or preferences mentioned. The Commonwealth's Standard Contract Form and Commonwealth Terms and Conditions will apply. Incumbent provider information is not included. The procurement is governed by Massachusetts General Laws and procurement regulations, with a response deadline of June 16, 2005. Bidders must submit an Affirmative Action Plan or certification, Consultant Contractor Mandatory Submission Form, and Massachusetts Substitute W-9 Form.