RFP # 25-060 California vs. Hate Resource Line and Network -Care Coordination Services

The California Civil Rights Department (CRD) has issued RFP #25-060 seeking a contractor to establish and operate a non-emergency call center for the California vs. Hate Resource Line and Network, providing trauma-informed care coordination services to individuals and communities targeted for hate. The contractor must develop a multi-language resource and referral network across six geographic markets (Los Angeles, San Diego/Imperial County, Riverside/Inland Empire, Bay Area, Sacramento/North State, and Fresno/Central Valley), establish minimum partnerships with ten community-based organizations representing targeted communities, and provide services in at least nine languages with access to 200+ languages through certified interpreters. Key deliverables include a comprehensive project plan, a fully operational call center and case management system, intake forms, language access plans, staff training protocols, care plan templates, and online database integration with monthly and annual reporting capabilities. The call center must operate from 9 a.m. to 6 p.m. PST with a maximum three-minute wait time, respond to online submissions within 24 hours, and track data on hate incidents and crimes. Mandatory qualifications require bidders to demonstrate three years of trauma-informed care coordination experience, in-language service delivery in at least five languages, longitudinal care coordination examples, resource network development across three California counties, REST API web application integration experience, prior services to hate-targeted communities, and culturally competent service delivery. The evaluation process includes Phase I technical evaluation (300 points maximum) covering work plan, methodology, prior care coordination program knowledge, team qualifications, proposal quality, and sample work products, followed by Phase II cost evaluation (100 points maximum), with potential socio-economic adjustments adding up to 76 additional points for a total possible score of 476 points. Questions are due March 5, 2026, by 2 p.m. PST, and proposals are due April 1, 2026, by 2 p.m. PST, with an anticipated contract start date of July 1, 2026.

The contract incorporates California's Small Business Preference Program, Disabled Veteran Business Enterprise (DVBE) Incentive Program, and Target Area Contract Preference Act (TACPA) programs, with bidders eligible to claim up to 5% DVBE incentive points and up to 5% small business preference points. The base contract extends from July 1, 2026, through June 30, 2029, with two optional one-year renewal terms contingent on budget approval. The total estimated budget is $2,100,000 annually for the three-year base contract (Years 1-3) and approximately $4,200,000 for the two optional years (Years 4-5). Bidders must submit fixed hourly rates for all team members that remain constant throughout the contract term with no rate increases authorized, and all overhead costs, supplies, equipment, and travel expenses must be included in the submitted rates. The State has reserved the right to reject all proposals and is not required to award a contract, and any protests must be filed within five business days of the Intent to Award notice.