Alachua County Crisis Center Telephone System

The Alachua County Crisis Center provides comprehensive 24/7 crisis and suicide intervention services, including crisis phone counseling, mobile response teams, emergency walk-in support, and ongoing counseling. Handling approximately 50,000 calls annually, the Center manages both local and national calls through the 988 Suicide and Crisis Lifeline, supported by a team of 27 paid staff and around 100 trained volunteers working in various locations, including remote settings. The center relies on the iCarol software platform to document contacts, manage scheduling, and oversee staff and volunteer activities, with integration capabilities that facilitate data sharing and telephone system connectivity. Due to the critical nature of its operations, the system must support real-time monitoring of call activity, manage variable shift schedules for approximately 70 users, and generate performance metrics such as answer rates, call durations, and abandoned call rates, essential for compliance and reporting requirements. The contract, titled "Alachua County Crisis Center Telephone System," is solicited under RFP 25-28-PM, with a posting date of May 15, 2024, and a response deadline of June 12, 2024. The project is valued between $500,000 and $1,500,000 and is managed by Community Support Services in California. The primary point of contact is Precious Merriweather, reachable via email or phone. Given the 24/7 operational demands, the selected vendor must ensure high system uptime and rapid response to service disruptions, supporting the Center’s critical role in crisis intervention and data reporting. More details about the solicitation can be accessed through the provided online portal link.