Child Welfare Service Answering Service

Background
The State of Hawaii, Department of Human Services, Child Welfare Services (CWS) is seeking a reliable Live Operator Answering Service for incoming call receipt and immediate relay 24 hours a day, 365 days a year for the Child Abuse and Neglect Hotline. The contractor is required to provide these services for three years and remain operational under disaster and civil defense conditions. Additionally, the contractor should be familiar with the Hawaii region in terms of geographic locale, place names, and caller names unique to the islands to accurately relay information.

Work Details
The contractor is expected to provide a reliable Live Operator Answering service for incoming call receipt and immediate relay for four Crisis reporting lines. This includes performing incoming call receipt and immediate relay for approximately 2,000 or more calls per month.

The contractor should also perform scripted instructions to effectively manage highly sensitive/confidential incoming calls, crisis and/or first responder calls, as well as frequent and/or hostile incoming calls. Additionally, they are required to accurately gather and relay information, have hold and cross patch capacity, provide unlimited/monthly flat rate faxing and emailing call logs to DHS intake unit staff, as well as unlimited/monthly flat rate archiving/researching messages.

Period of Performance
The contract requires the answering services to be provided for three years.

Place of Performance
The geographic location for performance of the contract is not explicitly stated in the provided information.