Hotline Answering Service

The State of Illinois Department of Human Services (DHS), specifically the Office of the Inspector General (OIG), is seeking a hotline answering service through a Request for Quote (RFQ) for a two-year contract from July 1, 2025, to June 30, 2027. The primary objective is to provide comprehensive 24/7 remote call intake services for reporting allegations of abuse, neglect, financial exploitation, and death involving individuals with mental illness or developmental disabilities. The vendor will be responsible for handling a maximum of 6,000 minutes (approximately 750 calls) per month, with specific requirements including detailed caller and incident information collection, professional communication, Spanish translation capabilities, and strict adherence to emergency reporting protocols. Key deliverables include maintaining caller anonymity, immediately contacting on-call OIG staff for critical incidents, promptly faxing and electronically submitting call documentation, and preserving call recordings for at least two weeks. The proposal is due by June 6, 2025, with work to be performed remotely in the United States and occasional visits to the OIG office. Evaluation criteria will likely focus on the vendor's ability to meet comprehensive call intake specifications, maintain confidentiality, and follow precise reporting protocols.

The RFQ does not explicitly specify set-aside designations or restrictions on responding organizations. The standard Illinois certifications document indicates that vendors must meet extensive compliance requirements, including maintaining a drug-free workplace, avoiding participation in international boycotts, and adhering to human rights regulations. While no incumbent vendor is mentioned, the contract includes standard state procurement terms that require vendors to comply with various legal and operational standards, such as tax compliance, non-discrimination practices, and cybersecurity protocols. The monthly service fee will cover the specified call volume, though the exact budget range is not explicitly stated in the provided documents. Potential vendors must be prepared to meet rigorous certification standards, including providing proof of appropriate insurance coverage (such as $1,000,000 in General Commercial Liability), and demonstrating the capability to handle sensitive, confidential reporting services for vulnerable populations.