Maryland's Commitment to Veterans Phone and Call Center Service

The Maryland Department of Health's Behavioral Health Administration is issuing a Request for Applications (RFA) for Maryland's Commitment to Veterans Phone and Call Center Service. The procurement seeks a single vendor to establish and maintain a 24/7 toll-free warmline service specifically targeting military personnel, veterans, and their family members. The primary deliverables include operating a continuous phone line that connects callers to support resources, with the ability to transfer active crisis calls to the 988 suicide prevention lifeline. Eligible applicants must be a social organization with a minimum of 2 years of experience providing warmline services and must submit proof of insurance liability certification along with two references demonstrating relevant experience. The RFA requires monthly status reports detailing expenditures and call record summaries. Applications are due by 2:00 PM local time on April 24, 2025, and must be submitted through eMaryland Marketplace Advantage (eMMA). The evaluation criteria will assess technical and financial factors with equal weighting, focusing on the applicant's capacity to effectively serve the military-connected community.

The procurement is specifically designed to encourage participation from Minority Business Enterprises, with no incumbent vendor mentioned in the documentation. The grant is reimbursement-based with a maximum award of $13,280 for fiscal year 2026, with potential total funding of $72,800 across four years (the initial year plus three optional extension years through state fiscal year 2029). Applicants must be classified as a social organization under Maryland's State Finance and Procurement Article, which suggests restrictions on for-profit entities. The service must provide statewide coverage and operate a comprehensive referral system that connects veterans and their families to appropriate support resources. Successful applicants will be expected to maintain a robust infrastructure capable of handling continuous call support and providing meaningful connections to veteran services. The reimbursement structure and specific focus on veteran support services indicate a targeted approach to addressing the unique needs of military-connected individuals in Maryland.