National Information & Referral Call Center Operations

The contract seeks to establish a national toll-free hotline dedicated to providing real-time assistance, resource navigation, and emotional support to individuals living with paralysis and their caregivers. This service will function as a critical access point for information, connecting callers to medical, social, financial, and community-based resources tailored to their unique needs, while also offering compassionate guidance to alleviate stress and improve quality of life. The operation must ensure consistent, high-quality support through trained specialists who are knowledgeable about paralysis-related conditions and available services nationwide. The initiative is administered by the Administration for Community Living under the Department of Health and Human Services and falls under NAICS code 561422, indicating it is an administrative and support service focused on call center operations. This is a subcontract opportunity with a response deadline of July 31, 2026, and it will be performed remotely without a specified physical location. The project aims to enhance accessibility and equity in support services for a vulnerable population, requiring the contractor to demonstrate capabilities in scalable call center management, data security, cultural competency, and 24/7 operational reliability to serve individuals across all time zones and diverse backgrounds.