Request for Information City of Detroit Housing Resources Helpline

The City of Detroit Office of Contracting and Procurement, on behalf of the Department of Human, Homeless, and Family Services, has issued a Request for Information seeking feedback from experienced call center operators, especially those with social service delivery experience, to support or upgrade the Detroit Housing Resource Helpline. Responses are due December 2, 2026. The RFI is for planning purposes only, does not constitute a solicitation, and does not obligate the City to award a contract or pay for submitted information. Responses will inform future Requests for Proposals.

The RFI seeks market input on two tracks: Call Center Operations and Call Center Technology/Integration. Functional requirements include intake and triage, secure data capture, and integration with systems such as Smartsheet, Snowflake, Tableau, Salesforce, Google, Corteza/Pathways, and other CRMs. Respondents must address outreach via text, email, and robocalls, quality assurance and recordkeeping, and tracking and metrics reporting. Service hours are Monday through Friday, 8 a.m. to 6 p.m., and Saturday, 9 a.m. to 12 p.m., with multilingual support in English, Spanish, Arabic, and Bengali.

The Helpline handles over 100,000 calls annually, with projections of approximately 120,000 calls per year and high-volume days of up to 1,500 calls. The system must maintain 99.99% uptime with geographic diversity backup, a 15-minute Recovery Time Objective, and a 30-minute Recovery Point Objective. Security requirements include multifactor authentication, encryption of data in transit and at rest, vulnerability management, and audit logging. Attachment A, "1-RFI Attachment A.pdf," was posted with the RFI on November 2, 2026.