Crisis Call Diversion Services

The Government of Ontario, through the Solicitor General, is soliciting a vendor to provide Crisis Call Diversion Services. The successful vendor will report to the Ontario Provincial Police Crime Prevention and Community Support Bureau for program management and the Provincial Communication Centre in London, Ontario, for daily operations. The scope of work requires a comprehensive service delivery model encompassing call intake, crisis assessment, and call transfer, operating 24 hours a day, seven days a week, 365 days a year. Key deliverables include the provision of a staffing complement of Clinical Managers and Crisis Workers, as well as specialized training in suicide prevention, de-escalation, crisis management, and mental health first aid. The contract is anticipated to start in February 2027 with an initial term of three years and three optional one-year extensions. Services will be ordered on an as-and-when required basis. To be eligible, bidders must be accredited health or social service organizations and demonstrate strong clinical governance, quality assurance, and Ontario-based capabilities. The award is based on a three-stage evaluation process consisting of a pass/fail qualification stage, a technical evaluation worth 70 points, and a commercial evaluation worth 30 points. Bidders must also comply with strict tax verification and occupational health and safety regulations.