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Office for New Americans Hotline

Open
2140844State & Local

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The New York State Office for New Americans (ONA) is seeking a qualified organization to operate and maintain a toll-free multi-lingual hotline pursuant to The Immigrant Assistance Service Enforcement Act of 2014. This statewide program serves as a centralized information hub to provide referrals for programs and services available to new Americans and to report fraud and crimes against immigrants to the appropriate government offices. The contract term is five years, with a performance requirement that includes staffing an Immigration Attorney during all operational hours to guide call center staff on appropriate referrals. The hotline must operate seven days a week, with hours from 8:00 a.m. to 8:00 p.m. Eastern Time Monday through Friday, and 9:00 a.m. to 5:00 p.m. Eastern Time on weekends, excluding Federal and agreed-upon holidays. After-hours requirements include an automated outgoing message and a mechanism, such as a voice message or referral form, to facilitate call backs during business hours. This solicitation, numbered 2140844, has a response deadline of January 5, 2027. The procurement includes specific socioeconomic goals, targeting 30.00% for Minority/Women Business Enterprises (MWBE) and 6.00% for Service-Disabled Veteran-Owned Businesses (SDVOB).

General Info

ONA seeks a provider for a five-year, multi-lingual immigrant assistance hotline.

Agency

New York → NYS Department of State

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

NY, USA

Set-Aside

NONE

Documents

1
PDF, Low prioritypresolicitation
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Timeline

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Organization & Contact Information

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Full Description

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Pursuant to “The Immigrant Assistance Service Enforcement Act” of 2014 (Executive Law § 94-b), the New York State Office for New Americans (ONA) is required to establish a toll-free multi-lingual hotline to disseminate information and referrals on programs and services available to new Americans, and to receive and refer complaints of fraud and other related crimes against immigrants to appropriate government offices.To address this need, ONA seeks one qualified organization able to serve as a centralized source of information on statewide resources and services for new Americans to operate and maintain the toll-free multi-lingual hotline program. The Contractor is expected to operate the Hotline, answering calls seven days a week. The Hotline should operate Monday through Friday between the hours of 8:00 a.m. and 8:00 p.m. Eastern Time, and Saturday and Sunday between the hours of 9:00 a.m. and 5:00 p.m. Eastern Time. The Hotline is not required to operate on Federal Holidays or other additional holidays agreed upon by ONA and the Contractor. Outside of operational hours, the Hotline must have an automated outgoing message indicating its hours of operation and closure status. The Hotline should also have a mechanism that will allow those who call after hours to receive a call back during operational hours. This may include a referral request form and/or provision of a voice message that would allow callers to leave a message and receive a call back.During all hours of operation, an Immigration Attorney must be available to provide assistance to call center staff on how to direct callers to appropriate referral resources as needed. Please see the Request for Application (RFA) for specifications. Business enterprises awarded an identical or substantially similar procurement contract within the past five years: Catholic Charities Community Services, Archdiocese of New York Service-Disabled Veteran-Owned Business (SDVOB) SDVOB Goal: 6.00% Minority / Women Business Enterprise contracting goals (MWBE) Total MWBE Goals: 30.00%

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