Nevada 211 Information & Referral Services & System

The Nevada 211 Information and Referral Services and System contract (Solicitation Number 40DHHS-S3546) issued by the Nevada Department of Human Services is a four-year, performance-based contract commencing on July 1, 2026, with an option to extend for an additional four years. It is valued up to $2,748,564 over the initial term. The contract awards a qualified vendor the responsibility to operate a statewide non-emergency 211 call center that handles phone, text, and chat inquiries. The vendor must staff the center with trained Community Resource Specialists who adhere to Inform USA standards, maintaining a comprehensive, web-based Resource Directory and an accessible, up-to-date Nevada 211 website. The service aims to provide high-quality health and human service information and referrals across Nevada, including crisis intervention and multilingual support. The contractor must submit regular quality assurance reports, meet defined performance metrics (such as call answer speed and customer satisfaction levels), and ensure seamless service statewide with appropriate telephony and staffing plans. Contract terms require compliance with Nevada Revised Statutes and Administrative Code, along with adherence to applicable federal laws and executive orders, including those governing anti-lobbying, equal opportunity, environmental standards, and debarment. The contract incorporates detailed attachments for scope of work, insurance requirements, solicitation amendments, and vendor proposals. It mandates robust insurance coverage, indemnification provisions, and strict confidentiality and data security requirements, including that all State data be encrypted in transit and at rest and maintained within the United States. The procurement process includes strict vendor qualifications such as Nevada business licensing, active SAM.gov registration, disclosures regarding lobbying and litigation, and mandatory minimum requirements compliance. Evaluation criteria emphasize cost competitiveness, vendor competence and infrastructure, relevant experience, digital platform capabilities, and proposal conformity, with Nevada-based firms receiving a small preference. Contract administration features electronic invoicing and payment, thorough inspection and acceptance procedures focused on quality, and official communications centralized through the NevadaEPro online procurement system. Overall, the contract establishes a comprehensive, accountable framework to ensure accessible, reliable 211 information and referral services for the State of Nevada.