SFY24 EOAE PS Emergency Hotline

The Commonwealth of Massachusetts Executive Office of Elder Affairs (EOEA) is seeking proposals for a central intake call center to receive and process reports of abuse, neglect, and exploitation of elders and adults with disabilities through the SFY24 EOEA PS Emergency Hotline contract opportunity. The selected vendor must have the capacity to answer a minimum of 15,000 calls per month, with 80% of calls answered by a live operator and under 5% terminated by the caller without resolution. The contract term is expected to be an initial duration from January 1, 2024 through June 30, 2025 with three one-year renewal options, for a total maximum contract duration of five years. Bidders must provide a detailed cost proposal, including a budget and budget narrative, and demonstrate prior experience operating a hotline or emergency call answering services, as well as the ability to serve Commonwealth of Massachusetts public sector agencies. The RFR indicates a preference for bidders with prior experience serving the Commonwealth, though this is not a strict requirement. Bidders will be evaluated based on their proposed Supplier Diversity Plan, which carries 25% of the total evaluation points.

The procurement allows for the participation of Small Business Purchasing Program (SBPP) businesses, and the estimated value of the contract is $11.5 million for the full five-year period. Pricing will be based on a combined Unit and Cost Reimbursement Rate model of $2.3 million per year. The current contract is expiring, necessitating this re-procurement, and EOEA will work with the incumbent and successful bidder to ensure a smooth transition.