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Call Center Operations and Social Service Triage

Open

State & Local

Response Deadline12/02/2026, 03:00:00 PM EST

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

AI Contract Overview

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This subcontract for the City of Detroit involves the daily operation of the Housing Resource Helpline to support prime contractors on city projects. The selected provider will manage a high-volume call center environment, triaging approximately 120,000 annual calls to provide essential housing-related service referrals and oversee all agent interactions. The scope of work emphasizes rigorous quality assurance through the reviewing, flagging, scoring, and auditing of interactions. Performance will be tracked via CRM and case-management systems, focusing on key metrics such as answer speed, abandonment rates, and average handle time. The contractor is responsible for delivering comprehensive managed call center services and regular performance reports.

General Info

Subcontract for managing City of Detroit's Housing Resource Helpline and call center operations.

Agency

Michigan → City Of Detroit

NAICS

561492 - Court Reporting and Stenotype Services

Place of Performance

MI, USA

Set-Aside

NONE

Documents

This scope was carved out of 550595.

The full solicitation package (2 documents), including the RFP, is on the prime solicitation, not on this scope.

View the prime solicitation

Request for Information City of Detroit Housing Resources Helpline

AI Contract Breakdown

Uniform Contract Format

No documents to break down

The breakdown needs solicitation documents. None were found from this contract's source.

Timeline

PostedNov 2

subcontract

Response DeadlineDec 2

Submission deadline

Response Deadline

12/02/2026, 03:00:00 PM ESTin 26 days

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Organization & Contact Information

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AgencyMichigan → City Of Detroit

ContactsNo contacts available

OfficeN/A

Organization / AgencyMichigan → City Of Detroit

Office AddressN/A

ContactsNo contact information available

Full Description

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Performs daily operation of the Housing Resource Helpline for prime contractors on City of Detroit projects. Triages approximately 120,000 annual calls, provides housing-related service referrals, and manages agent interactions. Performs quality assurance by reviewing, flagging, scoring, and auditing interactions. Measures performance metrics including answer speed, abandonment rate, and handle time using CRM/case-management systems. Delivers managed call center services and performance reports.

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