Case Work for Emergency Sheltering and Housing Program

The Florida Division of Emergency Management is soliciting proposals to establish multiple contracts for comprehensive disaster case management services supporting Non-Congregate Sheltering and State-Managed Direct Housing initiatives. The effort, identified as RFP-DEM-25-26-025, seeks vendors to deliver full lifecycle case work operations including intake, eligibility determination, housing stabilization, and transition planning, alongside a scalable, multilingual, ADA/TTY-compliant contact center and a secure digital system of record for data intake, workflow management, and reporting to state, FEMA, and local agencies. Proposals must address all five weighted evaluation factors—Experience and Qualifications, Contact Center Operations, Digital Systems and Data Management, Case Work Strategy, and Price—at equal 20-point weights for a total of 100 points, with award determined by best value to the state, considering both technical and pricing scores. Contractors must demonstrate proven capability to manage high-volume operations under emergency conditions, including surge staffing, real-time data reporting, and coordination with VOAD, LTRG, and other partners, while ensuring compliance with federal and state privacy laws, including HIPAA and the Privacy Act, and safeguarding Personally Identifiable Information. Contracts will have an initial three-year term with potential for renewal for up to three additional years, contingent on performance evaluations and funding availability. All pricing must be submitted in whole dollar amounts and be fully inclusive of airfare, lodging, meals, vehicle rental, fuel, parking, and tolls, with maximum hourly rates defined for key positions including Program Manager, Technical Lead, Finance Lead, Contact Center Manager, and Eligibility and Case Work Lead. Invoicing must occur exclusively through the DEMES portal with detailed documentation of hours worked in 15-minute increments, supported by daily activity reports, and must include the incident name, mission number, and cumulative billed amount to date. Contractors are required to provide a designated 24/7 primary and alternate senior liaison, submit an organizational chart outlining reporting lines, and comply with strict public records obligations under Chapter 119, F.S., ensuring all records are transferred at no cost upon contract completion. Contractors must also pass mandatory background screenings, maintain $5 million general liability insurance, carry workers’ compensation coverage as required by Florida law, and certify compliance with prohibitions on forced labor, foreign government ownership, exclusion from federal contract lists, and the Byrd Anti-Lobbying Amendment. Proposals must be submitted via courier or hand delivery by July 8, 202