RFP 2027-002 Region One Crisis Call Center

Region Ten Community Services Board is requesting proposals for operation of a 24/7/365 Region One Crisis Call Center serving a nine-county region in central Virginia (Alleghany, Bath, Covington, Bedford, Campbell, Appomattox, Amherst, and other localities), with proposals due October 16, 2026 at 2:00 PM ET under RFP 2027-002.

The contractor must hold current crisis call center accreditation within the 988 Suicide & Crisis Lifeline network or subcontract with an accredited provider — a mandatory eligibility gate. Services include crisis intervention, assessment, de-escalation, safety planning, and referral coordination delivered via telephone, text messaging, and web-based chat; real-time dispatch coordination with regional crisis providers and emergency services; and compliance with SAMHSA, DBHDS, and Virginia regulatory standards. The awardee must maintain sufficient clinical supervision, implement standardized level-of-care assessment, provide 24/7 interpretation and translation services, and execute a Business Associate Agreement covering HIPAA and 42 CFR Part 2 confidentiality.

The initial contract term is twelve months from full execution with four optional one-year renewal periods at Region Ten's sole discretion. Proposals must include audited financial statements from a certified public accountant, a pricing narrative explaining cost methodology and anticipated revenue offsets, and separately itemized costs for call center operations, telephone services, text and web-chat services, staffing and clinical supervision, technology, training, data collection, and implementation.

Evaluation weights 100 points across qualifications and experience (20 points), technical and clinical approach (25 points), staffing and implementation capability (25 points), cost proposal (15 points), and quality outcomes (15 points). Written questions are due October 2, 2026. Region Ten anticipates contract award in early November 2026. Proposals may be submitted via eVA, email to davon.chambers@regionten.org, or hand delivery to Region Ten's Charlottesville office.