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IFB#19-27-LC Phone Crisis Answering & Triage Services

Active

IFB-131098State & Local

Response Deadline12/14/2026, 07:00:00 PM UTC

Contract Overview

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

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The City of Portsmouth, Virginia, is soliciting bids under IFB#19-27-LC for continuous 24/7/365 telephone crisis answering, screening, triage, supportive intervention, and referral or dispatch services. These services are designed to support individuals experiencing mental health, substance use, and developmental disability crises during agency office closures or after-hours routing. The selected contractor must ensure all callers receive a response within 15 minutes and provide technical support for call forwarding, direct dial, and SIP/VoIP routing. Key operational requirements include providing daily feedback to agency staff regarding safety concerns and unusual calls, coordinating with public safety for welfare checks, and maintaining audio recordings in accordance with agency and legal retention requirements. The contract will be awarded to the lowest responsive and responsible bidder on a grant total basis. Bidders must submit their responses electronically via eVA by December 14, 2026, including a completed Vendor Data Sheet with three professional references, a Conflict-of-Interest Statement, and a W-9 form. Compliance with HIPAA, the Americans with Disabilities Act, and the Virginians With Disabilities Act is mandatory, and the contractor must execute a Business Associate Agreement. Pricing is structured around a monthly base rate for up to 400 operator minutes, with additional costs for extra operator minutes, patch minutes, holiday fees, and encrypted messaging. The City emphasizes small business and service-disabled veteran-owned business participation, requiring an M/WBE Business Subcontracting Plan or documentation of good faith efforts. Failure to meet delivery timelines may result in liquidated damages of $500 per day.

General Info

Portsmouth, Virginia seeks bids for 24/7 crisis telephone answering and referral services.

Agency

Virginia → City of Portsmouth

NAICS

561421 - Telephone Answering Services

Place of Performance

City of Portsmouth, VA, USA

Set-Aside

NONE

Documents

1

ifb

High

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Timeline

PhaseSolicitation

PostedNov 2

Solicitation

Response DeadlineDec 14

Submission deadline

Response Deadline

12/14/2026, 07:00:00 PM UTCin about 1 month

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Organization & Contact Information

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AgencyVirginia → City of Portsmouth

Contacts1 person available

OfficeN/A

Organization / AgencyVirginia → City of Portsmouth

Office AddressN/A

Contacts

Linda Conner

contact@example.gov

+1 (555) 000-0000

Full Description

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Phone Crisis Answering & Triage Services

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