Admin and Maintenance of LEAP HEAT Help Call Center RFP
ID: RFP-IHGA-2026000210-1 • State: Colorado
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Description
Background
The Colorado Department of Human Services administers the Low-Income Energy Assistance Program (LEAP), a federally funded initiative aimed at assisting eligible Coloradans with winter home heating costs, weatherization, and heating system repairs.
The HEAT HELP Call Center, operational for over twenty years, provides 24/7 support for LEAP applicants, handling approximately 150,000 to 250,000 calls annually. The current contract for this service is set to conclude on September 30, 2026, necessitating a new contract to commence by October 1, 2026.
Work Details
The contractor will manage the HEAT HELP Call Center which includes:
- Providing a toll-free phone line available 24/7 for inquiries about LEAP assistance and application status.
- Advising callers on eligibility criteria and processing applications over the phone.
- Recording names and addresses of callers requesting application forms and submitting mailing lists electronically at least twice weekly during the operational season (November 1 - April 30).
- Ensuring operators can assist in English and Spanish and provide services in other languages as needed.
- Maintaining minimum wait times with a goal of answering 90% of calls within 30 seconds and keeping abandonment rates below 3%.
- Accepting telephonic applications Monday through Friday from 8 AM to 6 PM (excluding holidays) and ensuring all calls are recorded and stored securely for three years.
- Providing referral services to additional assistance programs such as the Crisis Intervention Program and Weatherization Assistance Program.
Period of Performance
The initial contract term is from October 1, 2026, through September 30, 2027, with potential renewals for four additional one-year periods contingent upon funding availability.
Place of Performance
The services will be performed in the State of Colorado.
Bidder Requirements
Eligible organizations must demonstrate experience in managing high call volumes and providing accurate program information. Vendors must be registered in CORE (Colorado's vendor registration system) before award. Additionally, Service-Disabled Veteran Owned Small Businesses (SDVOSBs) must provide certification documentation.
The Colorado Department of Human Services administers the Low-Income Energy Assistance Program (LEAP), a federally funded initiative aimed at assisting eligible Coloradans with winter home heating costs, weatherization, and heating system repairs.
The HEAT HELP Call Center, operational for over twenty years, provides 24/7 support for LEAP applicants, handling approximately 150,000 to 250,000 calls annually. The current contract for this service is set to conclude on September 30, 2026, necessitating a new contract to commence by October 1, 2026.
Work Details
The contractor will manage the HEAT HELP Call Center which includes:
- Providing a toll-free phone line available 24/7 for inquiries about LEAP assistance and application status.
- Advising callers on eligibility criteria and processing applications over the phone.
- Recording names and addresses of callers requesting application forms and submitting mailing lists electronically at least twice weekly during the operational season (November 1 - April 30).
- Ensuring operators can assist in English and Spanish and provide services in other languages as needed.
- Maintaining minimum wait times with a goal of answering 90% of calls within 30 seconds and keeping abandonment rates below 3%.
- Accepting telephonic applications Monday through Friday from 8 AM to 6 PM (excluding holidays) and ensuring all calls are recorded and stored securely for three years.
- Providing referral services to additional assistance programs such as the Crisis Intervention Program and Weatherization Assistance Program.
Period of Performance
The initial contract term is from October 1, 2026, through September 30, 2027, with potential renewals for four additional one-year periods contingent upon funding availability.
Place of Performance
The services will be performed in the State of Colorado.
Bidder Requirements
Eligible organizations must demonstrate experience in managing high call volumes and providing accurate program information. Vendors must be registered in CORE (Colorado's vendor registration system) before award. Additionally, Service-Disabled Veteran Owned Small Businesses (SDVOSBs) must provide certification documentation.
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Overview
Opportunity Type
Request for Proposals (RFP)
Opportunity ID
RFP-IHGA-2026000210-1
Response Deadline
May 11, 2026
Past Due
Date Posted
April 9, 2026
Est. Value Range
Experimental
$2,000,000 - $5,000,000
(AI estimate)
Agency Distribution
High
Source
Source Notes
Source does not have a linkable page for this opportunity. To find the opportunity, go to the Source website listed above and search for the Opportunity ID.
On 4/9/26 CDHS - Office of Economic Security in Colorado issued Request for Proposals (RFP) Admin and Maintenance of LEAP HEAT Help Call Center with ID RFP-IHGA-2026000210-1 due 5/10/26.
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Documents
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Classifications
Opportunity Classification
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