Nurse Telephone Triage/Nurse Advice Line Services

SPECIAL NOTICE – UNUSUAL AND COMPELLING URGENCY

Nurse Telephone Triage/Nurse Advice Line Services
Notice/Requirement No.: ACQ_IHS_2026_U_01033
NAICS: 561320 – Temporary Help Services
PSC: Q401 – Medical – Nursing

WITHDRAWAL AND SUPERSESSION OF PREVIOUS SPECIAL NOTICE

The Indian Health Service (IHS), Phoenix Area Office (PAO), is issuing this Special Notice as a follow-on to the previously published Special Notice under Notice/Requirement No. ACQ_IHS_2026_U_01033.

The previous Special Notice stated the Government's intent to restrict competition based upon a determination that only one source was available. Following further review of the acquisition record, including consideration of capability information received from industry, the Government has reconsidered that determination.

The Government will not proceed with an award based upon the one-source determination described in the previous Special Notice. That determination is withdrawn and superseded by the acquisition approach described in this notice.

The Government's prior market research, including responses received to the public Sources Sought Notice, demonstrates meaningful industry interest in the Nurse Telephone Triage/Nurse Advice Line Services requirement. Based upon that market research, IHS intends to pursue a competitive acquisition for the longer-term requirement.

The need for an interim action arose after anticipated incumbent coverage changed unexpectedly. Upon learning of the potential interruption in services, IHS initiated market research, including issuance of the public Sources Sought Notice, and pursued alternatives intended to maintain continuity while a follow-on acquisition could be developed. Those efforts did not ultimately provide sufficient coverage for the period necessary to complete and transition to the competitive follow-on acquisition.

IHS therefore has an immediate need to maintain uninterrupted Nurse Telephone Triage/Nurse Advice Line Services during the period necessary to complete the competitive acquisition. Accordingly, this Special Notice provides notice of the Government's intent to pursue a limited-duration bridge action based upon unusual and compelling urgency.

The bridge action described below is not based upon a determination that only one commercial source is capable of performing Nurse Telephone Triage/Nurse Advice Line Services. Rather, it is intended solely as a short-term measure to maintain continuity of services while IHS conducts and transitions to the planned competitive follow-on acquisition.

NOTICE OF INTENT – LIMITED-DURATION BRIDGE REQUIREMENT

The Indian Health Service (IHS), Phoenix Area Office (PAO), intends to award a limited-duration bridge contract for Nurse Telephone Triage/Nurse Advice Line Services to maintain continuity of existing clinical support services while IHS conducts a competitive acquisition for the longer-term requirement.

This acquisition is being conducted pursuant to RFO FAR 6.103-2, Unusual and Compelling Urgency, and 41 U.S.C. § 3304(a)(2). The Government has determined that the need for uninterrupted Nurse Telephone Triage/Nurse Advice Line Services is of such an unusual and compelling urgency that the delay necessary to complete the planned competitive acquisition before interim coverage is established would create an unacceptable risk of interruption to services supporting IHS beneficiaries.

The contemplated bridge action will be limited to a six (6)-month period of performance. The duration is intended to provide only the time necessary to maintain continuity of services while IHS develops, solicits, evaluates, awards, and transitions to the competitive follow-on requirement.

Consistent with the urgency authority, IHS will consider timely information received from responsible sources concerning their ability to satisfy the complete immediate bridge requirement within the timeframe available to prevent interruption of services.

The Government's use of unusual and compelling urgency for this interim action does not constitute a determination that competition is unavailable for the underlying requirement and does not alter IHS's intent to competitively acquire the longer-term Nurse Telephone Triage/Nurse Advice Line Services requirement.

DESCRIPTION OF REQUIREMENT

IHS requires contractor-operated Nurse Telephone Triage/Nurse Advice Line Services to support eligible American Indian and Alaska Native beneficiaries served by the following locations:

• Colorado River Service Unit (CRSU), Parker, Arizona;
• Elko Southern Band Health Center (ELKO), Elko, Nevada;
• Fort Yuma Service Unit (FYSU), Winterhaven, California; and
• Uintah & Ouray Service Unit (U&O), Fort Duchesne, Utah.

The contractor shall provide continuously available nurse telephone triage and advice-line services 24 hours per day, seven days per week, including weekends and federally recognized holidays. Services shall provide beneficiaries access to qualified Registered Nurses using nationally recognized, physician-approved, evidence-based clinical triage protocols.

Based upon clinical assessment, the contractor shall provide appropriate clinical guidance and disposition, including home/self-care instructions, health education, non-emergent follow-up guidance, referrals, and direction to urgent or emergency medical care when clinically indicated. The contractor shall provide a dedicated toll-free nurse advice line and maintain the capability necessary to ensure continuous caller access.

The contractor shall furnish the personnel, supervision, management, telecommunications, software, clinical protocols, and related operational support necessary to perform the requirement. Services also include appropriate documentation of patient encounters, secure transmission of required encounter information to designated IHS personnel, maintenance of applicable RN licensing and credentials, privacy and confidentiality safeguards, quality-control activities, and required performance reporting.

The purpose of the requirement is to provide beneficiaries with continuous access to timely clinical assessment and guidance when facility personnel may not otherwise be immediately available and to support appropriate disposition to the level of care indicated by the beneficiary's clinical circumstances. These requirements are consistent with the underlying PWS.

BASIS FOR USE OF OTHER THAN FULL AND OPEN COMPETITION

IHS must maintain continuity of Nurse Telephone Triage/Nurse Advice Line Services while the Government develops and conducts a competitive acquisition for the longer-term requirement.

The need for an interim action arose after anticipated incumbent coverage changed unexpectedly. Upon learning of the potential interruption in services, IHS initiated market research, including issuance of a public Sources Sought Notice, to identify alternative sources and assess industry capability. The Government also pursued alternatives intended to maintain continuity while developing an acquisition strategy for the follow-on requirement.

Those efforts did not ultimately provide sufficient coverage for the period necessary to complete the competitive acquisition. The time presently available before continued services are required is insufficient to finalize the competitive solicitation, provide an appropriate response period, evaluate offers, make award, and complete implementation and transition activities necessary to ensure uninterrupted performance.

Market research generated multiple industry responses expressing interest and providing capability information concerning the requirement. The results demonstrate meaningful industry interest and support the Government's determination that competition is appropriate for the longer-term requirement.

Market research also informed the Government's acquisition strategy. Based upon the breadth of industry interest and further review of Phoenix Area clinical and operational needs, IHS intends to develop the follow-on acquisition as a broader Phoenix Area-wide requirement, rather than continuing to acquire these services through separate or fragmented site-level actions.

IHS intends to evaluate and incorporate the Nurse Telephone Triage/Nurse Advice Line needs of all applicable Phoenix Area healthcare facilities requiring this capability. The Government will coordinate with affected Service Units to validate site-specific requirements, anticipated call volumes, clinical and operational requirements, applicable accreditation requirements, funding, and transition needs.

Accordingly, this interim action is not based upon a determination that only one responsible source is capable of performing the underlying requirement or that competition is unavailable. The basis for limiting competition is the immediate need to prevent interruption of existing services during the limited period necessary to develop, conduct, award, and transition to the competitive Area-wide follow-on acquisition.

A lapse in coverage would interrupt an existing clinical access mechanism through which beneficiaries receive timely clinical assessment, appropriate disposition guidance, and direction to urgent or emergency care when clinically indicated.

The contemplated bridge action is limited to six (6) months, which the Government presently anticipates is the minimum period necessary to maintain continuity while validating and consolidating the Area-wide requirement and developing, soliciting, evaluating, awarding, and transitioning to the competitive follow-on contract.

INTENDED SOURCE AND BASIS FOR LIMITING SOURCES

IHS intends to solicit Risen Video Production, LLC for this limited-duration bridge requirement.

Risen Video Production, LLC currently provides Nurse Telephone Triage/Nurse Advice Line Services supporting the Phoenix Indian Medical Center within the IHS Phoenix Area. This existing performance provides directly relevant experience with IHS nurse triage operations within the Phoenix Area environment.

The Government's intent to solicit Risen for the bridge action is not based upon a determination that Risen is the only commercial source capable of performing Nurse Telephone Triage/Nurse Advice Line Services. Market research identified multiple interested sources, and the Government intends to pursue a competitive Area-wide acquisition for the longer-term requirement.

Rather, Risen is the intended source for the interim action because of the Government's immediate need to establish continued coverage within the limited timeframe available and Risen's existing performance of substantially similar services within the Phoenix Area.

Prior to award, the Government will verify that the intended source can satisfy the complete bridge requirement, including required staffing, licensing, accreditation, telecommunications and clinical capabilities, geographic coverage, and implementation requirements, within the timeframe necessary to avoid interruption of services.

Consistent with RFO FAR 6.103-2, the Government will request offers or capability information from as many potential sources as practicable under the urgent circumstances. Any timely capability information received in response to this Special Notice will be considered before award.

If another responsible source demonstrates that it can satisfy the complete immediate bridge requirement within the timeframe available to prevent interruption of services, the Contracting Officer will consider that information in determining the practicable scope of competition for the bridge action.

The limitation of sources for this interim action is therefore based upon the urgent circumstances and available transition period, rather than the absence of a competitive commercial market.

PERIOD OF PERFORMANCE

The anticipated period of performance for this bridge action is six (6) months from the date of award. No option periods are contemplated.

The six-month period is limited to the time the Government presently anticipates is necessary to maintain uninterrupted services while IHS completes acquisition planning, requirements validation and consolidation, solicitation, evaluation, award, and transition activities for the competitive Phoenix Area-wide follow-on acquisition.

The bridge period is not intended to establish a recurring noncompetitive acquisition strategy or replace the planned competitive follow-on acquisition. The Government intends to complete award and transition of the competitive Area-wide requirement before expiration of the bridge period.

COMPETITIVE FOLLOW-ON ACQUISITION

During the six-month bridge period, IHS intends to develop and conduct a competitive Phoenix Area-wide acquisition for the longer-term Nurse Telephone Triage/Nurse Advice Line Services requirement.

Market research conducted for the immediate requirement identified meaningful industry interest and supports the Government's determination that competition is appropriate for the longer-term requirement. Information received through the prior Sources Sought Notice, together with any additional market research conducted during acquisition planning, will be used to inform development of the competitive follow-on requirement.

Based upon the results of market research and further review of Phoenix Area clinical and operational needs, IHS intends to develop the follow-on as a broader Area-wide requirement encompassing all applicable Phoenix Area healthcare facilities requiring Nurse Telephone Triage/Nurse Advice Line capability.

The Government intends for the Area-wide acquisition to establish consistent service requirements and performance standards across participating locations, reduce fragmented site-level acquisitions, and provide industry an opportunity to compete for the consolidated long-term requirement.

The competitive follow-on solicitation will be publicized in SAM.gov in accordance with applicable acquisition regulations and procedures. IHS intends to establish and monitor acquisition milestones to support solicitation, evaluation, award, and transition to the resulting competitive contract before expiration of the six-month bridge period.

Information previously submitted by interested sources in response to the Government's Sources Sought Notice will be retained as part of the market research record and considered, as appropriate, in development of the competitive acquisition.

RESPONSE TO THIS NOTICE

This Special Notice is not a request for competitive proposals or quotations for the planned long-term Phoenix Area-wide requirement. A separate competitive solicitation for the follow-on requirement will be publicized in SAM.gov.

Consistent with RFO FAR 6.103-2, the Government will consider timely information received from responsible sources regarding their ability to satisfy the complete immediate bridge requirement within the timeframe available to prevent interruption of existing services.

Any responsible source that believes it can satisfy the immediate bridge requirement may submit capability information for the Contracting Officer's consideration.

Responses should specifically demonstrate the source's ability to:

• begin full performance by October 5, 2026;
• provide uninterrupted Nurse Telephone Triage/Nurse Advice Line Services 24 hours per day, seven days per week, including weekends and Federal holidays, for all locations included in the bridge requirement;
• provide sufficient qualified RN staffing and all applicable licensing necessary to support the required locations;
• provide the required evidence-based clinical triage protocols, accreditation, quality controls, privacy safeguards, documentation, reporting, telecommunications, and operational capabilities;
• identify all implementation and transition activities necessary before commencement of full performance;
• identify any systems, telecommunications, security, credentialing, licensing, infrastructure, or Government-furnished access required before commencement of full performance; and
• demonstrate the ability to complete all required implementation and transition activities within the available timeframe without interruption of existing Nurse Telephone Triage/Nurse Advice Line Services.

Capability information should address the respondent's actual ability to satisfy the immediate bridge requirement within the required transition period, rather than its general capability or interest in providing nurse triage services.

The Government will consider timely responses for purposes of determining whether additional sources can practicably be solicited for the immediate bridge action under the urgent circumstances. If another responsible source demonstrates that it can satisfy the complete immediate requirement within the timeframe available to prevent interruption of services, the Contracting Officer will consider that information in determining the practicable scope of competition for the bridge action.

Responses to this Special Notice will also be retained as part of the Government's market research record and may be considered, as appropriate, in development of the planned competitive Area-wide follow-on acquisition.

Responses shall be submitted electronically to:

Ashleigh Yazzie
Contract Specialist
Indian Health Service, Phoenix Area Office of Acquisition Management
Email: Ashleigh.Yazzie@ihs.gov

Secondary Point of Contact:
Ashley B. Velasquez
Contracting Officer
Indian Health Service, Phoenix Area Office of Acquisition Management
Email: Ashley.Velasquez@ihs.gov

Responses must be received no later than 12:00 PM Mountain Daylight Time (MDT), September 21, 2026.

This Special Notice does not constitute a solicitation for the planned competitive follow-on requirement and does not obligate the Government to award a contract or reimburse respondents for costs incurred in preparing or submitting capability information.