Senior Loneliness Wellness Phone Line

The Oregon Health Authority's Health Systems Division is seeking proposals for a Senior Loneliness 24/7 Wellness Phone Line through a competitive Request for Proposal (RFP) process. The procurement is specifically focused on Marion County and seeks a vendor to establish and operate a comprehensive telephone support service for older adults experiencing social isolation. Key deliverables include maintaining a 24/7 phone line with a minimum capacity of 1,200 monthly calls, ensuring 100% of calls are answered by live, trained staff, and resolving 80% of calls without transfers or subsequent follow-up. Proposers must demonstrate the ability to provide crisis intervention, emotional support, and access to community resources for seniors. The RFP requires detailed call handling protocols, including specific standards for wait and hold times, and mandates comprehensive call recording for quality assurance purposes. Proposals are due by January 15, 2024, before 3:00 pm, with an anticipated contract start date of April 1, 2024. The Oregon Health Authority plans to issue a Notice of Intent to Award approximately February 9, 2024.

The procurement appears open to qualified organizations without specific set-aside designations for disadvantaged enterprises. The current incumbent provider is Lines for Life, which has been delivering the service for four years. The contract has a not-to-exceed value of $1,000,000 for an initial 18-month term, with potential renewals allowing a cumulative contract duration of up to 5 years. Proposers must demonstrate organizational capabilities to meet comprehensive service requirements, including maintaining staff training, call quality, and reporting standards. While the RFP allows vendors to simultaneously work on other contracts, strict compliance with the specified service standards is mandatory. The successful proposer will be responsible for implementing a robust telephonic support system that can effectively mitigate senior loneliness and provide meaningful interventions through trained personnel. Proposers will need to submit detailed pricing structures and demonstrate their ability to meet the Oregon Health Authority's rigorous performance expectations.