Customer Care Call Center Service Partner

The Cleveland Metropolitan School District (CMSD) is soliciting proposals for a comprehensive Customer Care Call Center service partner to support its large urban school system serving approximately 34,000 students across 63 instructional sites starting with the 2026–2027 school year. The contract requires operating a call center Monday through Friday, 7 a.m. to 5 p.m., aligned with district business hours, providing timely, accurate, and respectful assistance to families, staff, and community members. The service provider will serve as an extension of CMSD’s Customer Experience department, managing routine and peak call volumes estimated at 5,000 monthly calls, with the capacity to scale up to 12,000 during peak periods triggered by enrollment, registration, transportation notifications, and district initiatives. The vendor must offer flexible staffing including hybrid or onsite models, trained agents knowledgeable in district systems such as PowerSchool and K12 Insight Onflo, and adherence to the CMSD’s Communicate with H.E.A.R.T.™ customer service model. Supplemental call handling, outbound communications, and overflow support during surges are critical components, aimed at maintaining service quality without disruption. The contract term commences July 1, 2026, through June 30, 2029, with two optional one-year renewals, subject to mutual consent and performance. The solicitation is issued by CMSD’s Equity and Culture office located in Cleveland, Ohio, and proposals are due electronically by May 13, 2026. The evaluation emphasizes a best-value trade-off approach where understanding district needs, demonstrated experience, scope of services, and cost are key factors, supported optionally by presentations to clarify project approach and added value. Security and confidentiality requirements include mandatory background checks for personnel, insurance with CMSD named as additional insured, and strict compliance with federal Uniform Guidance regulations and district policies. The contract includes organizational conflict of interest disclosures and prohibits unauthorized use of district identifiers in marketing. While formal FAR clauses are not incorporated, compliance certifications such as debarment and conflict of interest declarations are required. No physical packaging or delivery terms apply due to the service nature of the contract, and invoicing methods are not specified. Overall, the contract seeks a responsive, reliable, and integrated call center partner capable of scaling quickly to meet CMSD’s dynamic communication needs.