ODH 57672 - BOSC-SFY26-27-Complaint Hotline 24/7 Answering Service

The contract involves providing a 24/7 live-answer complaint hotline service for the Ohio Department of Health to improve complaint intake and processing against healthcare facilities such as nursing homes, hospitals, and assisted living centers. The contractor must ensure continuous, around-the-clock staffing with trained attendants who answer calls directly (no voicemail), enter complaint data into a specified web-based form, and maintain backup systems for data capture. The scope includes staff training, weekly reporting on call volume and complaints entered, biweekly updates with ODH, and adherence to confidentiality laws. The initial performance period runs from November 1, 2025, through June 30, 2027, with an option for a two-year extension through June 2029. The contract emphasizes comprehensive cost proposals, which must include all associated expenses such as labor, travel, and shipping, with no additional costs accepted post-award. Proposals are to be submitted electronically via OhioBuys by October 14, 2025, and will be evaluated based on experience, technical approach, key personnel, pricing, and the ability to meet the detailed scope of work. Regarding contractual clauses and governing terms, the available documents do not specify any standard federal or state clauses by number or title; instead, the terms are primarily outlined within the RFQ and proposal instructions. The contract is governed by general administrative provisions, including the right of the Ohio Department of Health to reject or cancel the RFQ, conduct negotiations, and award multiple contracts if deemed advantageous. The award decision is made by the Director of Health based on the best value to the agency, with no explicit mention of specific FAR clauses or standard contractual language. The contractor is responsible for compliance with confidentiality, training, and performance requirements, while the department oversees acceptance through data entry, weekly reports, and ongoing review, with no physical inspection at origin or destination. Payment and invoicing procedures are not detailed but are implied to be managed through the OhioBuys system, with all costs included in the proposal. Overall, the contract emphasizes service delivery, data accuracy, confidentiality, and administrative oversight without referencing specific contractual clauses or detailed legal provisions.