Posted Date : November 08,2021
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : CC-2160
Government Authority located in Arkansas; USA based organization looking for expert vendor for mobile crisis intervention call center services.
[A] Budget: Looking for Proposals
[B] Scope of Service:
Vendor needs to provide mobile crisis intervention call center services
- Meeting the individual in need of services at a location where the person experiencing the crisis may be at the time of initial notification.
- A crisis is defined as a real or potential disruption of stability and safety as a result of behavioral health condition or issues, not defined as exclusively homicidal or suicidal
- Focus on recovery-oriented care and needs
- Significant role for Peer Recovery Support Specialists including engagement and follow-up
- Response without law enforcement unless safety concerns warrant involvement
- Trauma informed care
- Safety and security for individuals in crisis and responding staff
- Crisis response partnerships with law enforcement, emergency medical responders, community first responders and behavioral health providers
- Utilization of current technology as appropriate
- Mobile Crisis Intervention call center:
- 24/7 call line primarily answered by Peers
- Immediate phone/telehealth access to professional clinical staff
- Capable of phone-based triage (e.g. divert to ER for significant medical issues)
- Caller ID
- Able to schedule outpatient appointments synonymous with a warm handoff
- Real time dash boards for performance reports on volume, number of referrals, time to answer, abandonment rate, service accessibility
- Post crisis follow-up by Peer, both phone and in person
- Mobile Crisis Response Teams must:
- Be able to deploy to where the crisis is happening (homes, offices, shelters, etc.)
- Always work in pairs for safety
- Be able to perform triage screening, including for suicidality
- Be trained in de-escalation/conflict resolution skills and mental health first aid
- Teams dispatched should be appropriate to manage/ensure culturally appropriate services
- Teams must be trained in trauma-informed care
- Teams must be able to accurately assess, evaluate, and refer for appropriate services
- Crisis Call Center Services: Call volume, Average speed of answer, Average delay, Average length of call, Call abandonment rate, Percentage of calls resolved by phone, Number of mobile teams dispatched, Number of individuals connected to a crisis or hospital bed, and Number of first responder-initiated calls connected to care
- Crisis Mobile Services: Number served per shift, Average response time, Percentage of calls responded to within 1 hour… 2 hours, Longest response time, and Percentage of mobile crisis responses resolved in the community
- Post Crisis follow up: Number of individuals for whom mobile crisis team is dispatched more than once within 6 months, Number of continued Peer connection 30, 60 days after initial contact, Guest service satisfaction, and Percentage of individuals reporting improvement in ability to manage future crisis.
[C] Eligibility:
Onshore (USA organization Only)
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office premises.
Budget :
Deadline to Submit Proposals: December 01,2021
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 9 US$
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : CC-2160
Government Authority located in Arkansas; USA based organization looking for expert vendor for mobile crisis intervention call center services.
[A] Budget: Looking for Proposals
[B] Scope of Service:
Vendor needs to provide mobile crisis intervention call center services
- Meeting the individual in need of services at a location where the person experiencing the crisis may be at the time of initial notification.
- A crisis is defined as a real or potential disruption of stability and safety as a result of behavioral health condition or issues, not defined as exclusively homicidal or suicidal
- Focus on recovery-oriented care and needs
- Significant role for Peer Recovery Support Specialists including engagement and follow-up
- Response without law enforcement unless safety concerns warrant involvement
- Trauma informed care
- Safety and security for individuals in crisis and responding staff
- Crisis response partnerships with law enforcement, emergency medical responders, community first responders and behavioral health providers
- Utilization of current technology as appropriate
- Mobile Crisis Intervention call center:
- 24/7 call line primarily answered by Peers
- Immediate phone/telehealth access to professional clinical staff
- Capable of phone-based triage (e.g. divert to ER for significant medical issues)
- Caller ID
- Able to schedule outpatient appointments synonymous with a warm handoff
- Real time dash boards for performance reports on volume, number of referrals, time to answer, abandonment rate, service accessibility
- Post crisis follow-up by Peer, both phone and in person
- Mobile Crisis Response Teams must:
- Be able to deploy to where the crisis is happening (homes, offices, shelters, etc.)
- Always work in pairs for safety
- Be able to perform triage screening, including for suicidality
- Be trained in de-escalation/conflict resolution skills and mental health first aid
- Teams dispatched should be appropriate to manage/ensure culturally appropriate services
- Teams must be trained in trauma-informed care
- Teams must be able to accurately assess, evaluate, and refer for appropriate services
- Crisis Call Center Services: Call volume, Average speed of answer, Average delay, Average length of call, Call abandonment rate, Percentage of calls resolved by phone, Number of mobile teams dispatched, Number of individuals connected to a crisis or hospital bed, and Number of first responder-initiated calls connected to care
- Crisis Mobile Services: Number served per shift, Average response time, Percentage of calls responded to within 1 hour… 2 hours, Longest response time, and Percentage of mobile crisis responses resolved in the community
- Post Crisis follow up: Number of individuals for whom mobile crisis team is dispatched more than once within 6 months, Number of continued Peer connection 30, 60 days after initial contact, Guest service satisfaction, and Percentage of individuals reporting improvement in ability to manage future crisis.
[C] Eligibility:
Onshore (USA organization Only)
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office premises.
Budget :
Deadline to Submit Proposals: December 01,2021
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 9 US$