OIM/BOO Telephonic Interpretation Services

The Pennsylvania Department of Human Services, Office of Income Maintenance and Bureau of Operations, is requesting proposals for on-demand telephonic non-English interpretation services to serve persons with Limited English Proficiency statewide, with proposals due November 23, 2026. This is a federal-mandate compliance procurement for approximately 5,000 hours per month.

Spanish-language services represent the largest demand at an estimated 12,750 monthly calls (2,463 hours), followed by Haitian Creole, Arabic, Russian, Nepali, Uzbek, Portuguese, Mandarin, and various other languages. The contractor must provide statewide, on-demand availability with sufficient capacity to meet call volume. The selected contractor must perform a minimum of the largest percentage of work compared to subcontractors and will serve as the sole point of contact for all contractual matters.

The contract is Firm, Fixed Price with escalation, commencing on the Effective Date (to be determined after full execution and approval) and ending June 30, 2027. The Department may renew for four additional one-year periods, with unit prices at renewal negotiated not to exceed three percent above the price in effect for each renewal term. No specific contract value is stated.

Evaluation is weighted 65 percent on technical criteria (capacity, availability, and performance) and 35 percent on cost. Offerors must achieve a minimum technical score of 75 percent of available raw technical points to be considered responsible. Domestic workforce utilization qualifies for bonus points up to 3 percent. Iran Free Procurement Certification is required. No SDB or VBE participation goals have been established. Financial capability will be assessed through review of the prior three financial statements and publicly available information; the Department may require performance security for the first contract year if financial capacity is questioned.

All proposals must be submitted electronically through the JAGGAER portal. Offerors are required to create a user profile within the portal before submission; late submissions will be rejected. Technical support is available via JAGGAER at (800) 233-1121.