IFB #C24-33061 Customer Service and De-escalation Training
Closed State & local contract opportunity Posted
- Solicitation number
- C24-33061
- State
- California
- Responses due
Opportunity facts
- Point of contact
-
- Nathaniel Hayes nathaniel.hayes@dor.ca.gov (916) 558-5600
Opportunity details come from caleprocure.ca.gov. Updated .
About this opportunity
The Department of Rehabilitation (DOR), Vocational Rehabilitation Employment Division (VRED) is seeking a contractor to provide comprehensive Customer Service and De-escalation training for approximately 1,300 DOR employees across California. The primary objective is to equip staff who frequently interact with the public with tools to effectively manage challenging customer interactions, defuse tense situations, and maintain professional standards. The contractor will be required to deliver 30-35 in-person trainings throughout the state and 2-3 virtual training sessions via Zoom, with specific training content focusing on critical skills including active listening, conflict resolution, cultural sensitivity, stress management, and understanding when to involve law enforcement. Key training characteristics include developing techniques for empathizing with customers, addressing complaints, maintaining professionalism, and handling interactions with participants with various disabilities. The solicitation is an Invitation for Bid (IFB #C24-33061) with a posted date of April 25, 2025, and a proposal due date of May 30, 2025. The contractor must also provide a digital recording of the training with a minimum of one-year access for the department.
The contract opportunity appears to have specific requirements related to small business and disadvantaged business enterprise participation, as evidenced by the attached files including "DGS_CERTIFIED_SB_PARTICIPATION.pdf" and "DVBE_INCENTIVE.pdf". The state requires certification and compliance with the Darfur Contracting Act, as indicated by the "Darfur_Contracting_Act_Certification_Form.pdf". While specific budget ranges are not explicitly stated in the provided documentation, the comprehensive nature of the training program across multiple California locations suggests a potentially significant contract value. The DOR will work collaboratively with the selected contractor, including partnering to determine training dates, providing employee announcements, securing training sites through District Training Coordinators, and ensuring reasonable accommodations for all participants. Contractors will be expected to demonstrate expertise in customer service training, de-escalation techniques, and the ability to deliver both in-person and virtual training sessions effectively across diverse geographic and demographic settings.
Opportunity text
PURPOSE The Department of Rehabilitation (DOR), Vocational Rehabilitation Employment Division (VRED) is seeking a contractor to provide Customer Service and De-escalation training to staff who have frequent contact with the community. The training is intended to equip staff with tools and resources to defuse difficult situations between DOR staff and the public served. The contractor will provide in-person trainings at various locations throughout the state of California, to reach approximately 1,300 DOR employees. Training Requirements ¿ Provide 30-35 in-person trainings throughout California ¿ Deliver 2-3 virtual training sessions over Zoom ¿ Provide a copy of the digital recorded training with a minimum of 1-year access DOR/SDU Responsibilities ¿ Work in partnership with the contractor to determine training dates. ¿ Provide training announcements to DOR employees. ¿ Work in partnership with the District Training Coordinators in VRED to secure training sites throughout California. ¿ Ensure trainings will meet reasonable accommodation requests for all participants. ¿ Ensure attendees will receive credit on their employee training record. Contractor Responsibilities Provide training content related to the following characteristics: ¿ Understanding customer needs: Participants can learn to actively listen and empathize with customers to understand their needs and concerns effectively. ¿ Conflict resolution skills: Acquire techniques for addressing customer complaints and conflicts with a focus on resolving issues to the customers satisfaction. ¿ De-escalation Techniques: Learn strategies for de-escalating tense situations, diffusing anger, and managing challenging customers to ensure a positive customer experience. Understanding when to involve law enforcement. ¿ Maintaining professionalism: Understand the importance of maintaining a professional demeanor, even in difficult situations, to build trust and credibility with customers. ¿ Cultural sensitivity: Recognize and respect cultural differences and diversity ensuring interactions are inclusive and respectful. ¿ Handling stress: Develop techniques to manage stress and stay composed during challenging interactions, preventing burnout and maintaining a positive attitude while serving participants with various disabilities. ¿ Travel to various location sites to deliver trainings in-person on the date(s) and time(s) mutually agreed upon. ¿ Provide training sessions virtually using Zoom to participants not able to participate in live sessions. ¿ Provide a final recording of the Zoom training to DOR.
Files
| File | Type | Posted |
|---|---|---|
| DGS_CERTIFIED_SB_PARTICIPATION.pdf | ||
| Darfur_Contracting_Act_Certification_Form.pdf | ||
| IFB_C24-33061_De-escalation.pdf | ||
| STD204.pdf | ||
| DVBE_INCENTIVE.pdf |
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