988 Contact CentersBid Documents
ID: 004100000084962 • State: Indiana
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Description
Background
The Indiana Family and Social Services Administration (FSSA), Division of Mental Health and Addiction (DMHA) is seeking proposals for 988 Contact Center services to support the state's crisis response system.
The 988 Suicide and Crisis Lifeline serves as a critical resource for individuals experiencing mental health crises, providing immediate access to trained specialists. This solicitation aims to select up to five vendors capable of managing calls, chats, and texts directed to the 988-prefix, ensuring comprehensive support for Hoosiers in distress.
Work Details
The selected contractors will be responsible for operating 988 Contact Centers that will:
1. Receive, answer, and respond to all calls, chats, and texts made to the 988-prefix.
2. Provide services 24 hours a day, 365 days a year.
3. Conduct operations within Indiana while administrative functions may occur outside the state.
4. Maintain accreditation with the Federal 988 Lifeline Administrator.
5. Utilize state-provided software for telephony and customer relationship management.
6. Ensure staff are trained in accordance with state and federal guidelines.
7. Collaborate with other components of Indiana's crisis response system including Mobile Crisis Teams (MCTs) and Crisis Receiving and Stabilization Services (CRSS).
8. Implement quality assurance protocols and provide regular reports to the state.
Period of Performance
The anticipated start date for the contract is July 1st, 2026, with ongoing performance expected thereafter as specified in the contract terms.
Place of Performance
All services must be performed within the State of Indiana.
Bidder Requirements
Respondents must conduct their operations within Indiana and be accredited by recognized national hotline accreditation bodies such as the American Association of Suicidology or similar organizations.
They must also comply with all applicable state and federal regulations regarding crisis response services.
The Indiana Family and Social Services Administration (FSSA), Division of Mental Health and Addiction (DMHA) is seeking proposals for 988 Contact Center services to support the state's crisis response system.
The 988 Suicide and Crisis Lifeline serves as a critical resource for individuals experiencing mental health crises, providing immediate access to trained specialists. This solicitation aims to select up to five vendors capable of managing calls, chats, and texts directed to the 988-prefix, ensuring comprehensive support for Hoosiers in distress.
Work Details
The selected contractors will be responsible for operating 988 Contact Centers that will:
1. Receive, answer, and respond to all calls, chats, and texts made to the 988-prefix.
2. Provide services 24 hours a day, 365 days a year.
3. Conduct operations within Indiana while administrative functions may occur outside the state.
4. Maintain accreditation with the Federal 988 Lifeline Administrator.
5. Utilize state-provided software for telephony and customer relationship management.
6. Ensure staff are trained in accordance with state and federal guidelines.
7. Collaborate with other components of Indiana's crisis response system including Mobile Crisis Teams (MCTs) and Crisis Receiving and Stabilization Services (CRSS).
8. Implement quality assurance protocols and provide regular reports to the state.
Period of Performance
The anticipated start date for the contract is July 1st, 2026, with ongoing performance expected thereafter as specified in the contract terms.
Place of Performance
All services must be performed within the State of Indiana.
Bidder Requirements
Respondents must conduct their operations within Indiana and be accredited by recognized national hotline accreditation bodies such as the American Association of Suicidology or similar organizations.
They must also comply with all applicable state and federal regulations regarding crisis response services.
Overview
Opportunity ID
004100000084962
Version
1
Response Deadline
Jan. 9, 2026
Past Due
Date Posted
Sept. 23, 2025
Est. Value Range
Experimental
$5,000,000 - $20,000,000
(AI estimate)
Agency Distribution
Moderate
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 9/23/25 FSSA Mental Health & Addiction in Indiana issued 988 Contact Center Services with ID 004100000084962 due 1/9/26.
Contacts
Documents
Posted documents for 988 Contact CentersBid Documents
Opportunity Assistant
AI Analysis