Hotline Answering Service

This contract establishes a multi-year, small purchase agreement between the Illinois Department of Human Services' Office of the Inspector General (OIG) and a vendor to provide 24/7 hotline answering services from July 1, 2025, through June 30, 2027. The primary purpose is to ensure continuous, confidential reporting of allegations related to abuse, neglect, financial exploitation, or death involving individuals with mental illness or developmental disabilities. The vendor will perform services remotely within the United States, with occasional visits to the OIG office as needed. The contract specifies a service fee structure based on a monthly cap of approximately 6,000 minutes, covering both incoming and outgoing calls, with the system designed to handle around 750 calls per month. The vendor's responsibilities include professionally managing all calls, collecting detailed incident information, and escalating urgent or emergency cases to designated OIG staff members. Calls are to be documented thoroughly, with provisions for Spanish translation and immediate instructions for callers to contact emergency services if necessary. The answering service must also retain call recordings for at least two weeks and ensure strict confidentiality in compliance with applicable laws. The contract emphasizes responsiveness, proper documentation, and privacy protections, with performance expectations aligned to the specified service hours and reporting requirements. Overall, this contract aims to facilitate timely, secure, and effective reporting mechanisms for safeguarding vulnerable populations served by the Illinois DHS.