This Sources Sought opportunity from Department Of Health And Human Services was posted on July 5, 2024. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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ORR National Call Center and Sexual Abuse Hotline

Closed

0624NCCSAHSourcesSoughtFederal

Submission Closed07/10/2024, 09:00:00 PM UTC

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

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NAICS: 561422

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Solicitation # N69199HRBCCFY272

The Department of the Navy (DON) is seeking a contractor to establish and operate the Civilian Human Resources Benefits Contact Center (HRBCC), a dedicated single-service center providing technical guidance and support to current, separated, and prospective Navy civilian employees worldwide. This Firm-Fixed-Price commercial contract, set aside for 8(a) small businesses under NAICS 561422, requires the provision of all personnel and management necessary to advise employees on federal benefit programs, including FEHB, FEGLI, TSP, FEDVIP, FSAFEDS, and FLTCIP, as well as retirement support via the Online Retirement Application. The center will operate Monday through Friday from 7:30 AM to 7:30 PM ET, with extended hours during the final three business days of open season. Key personnel requirements include a Contact Center Manager, Lead Functional Assistant, and Computer Specialist, with strict limitations on substitutions during the first 120 days of performance. The contractor must adhere to rigorous security and compliance standards, including DFARS 252.204-7012 for safeguarding Controlled Unclassified Information, providing a secure document upload portal, and ensuring ADA compliance through toll-free TTY/TDD capabilities. Performance will be measured via a Quality Assurance Surveillance Plan (QASP) utilizing AI-assisted scoring for 100% of inbound calls. Interested respondents must provide capability statements, relevant past performance from the last five years, and verification of their facilities clearance level or DCSA NISS status.

Navsup Flt Logistics Ctr Norfolk

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Contact Center and Outreach ServicesThe Contact Center and Outreach Services subcontract, issued by the Department of Homeland Security under the Mitigation SECTION(MIT60), focuses on providing customer care and stakeholder engagement for prime contractors working on FEMA NFIP projects. Based in Washington, the scope of work involves operating a contact center utilizing CRM and telephony systems, managing stakeholder communications, and executing public outreach programs. The contractor is responsible for delivering managed contact center operations and detailed outreach campaign reports. Due to the nature of the data involved, strict adherence to PII and Privacy Act compliance is required for the handling of sensitive information. Interested parties should note that the response deadline for this opportunity is December 10, 2026, and the work falls under NAICS code 561422.

Mitigation SECTION(MIT60)

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Banking Customer Service Support ServicesThis subcontract for Banking Customer Service Support Services provides specialized customer service capabilities for prime contractors working on State University of New York Stony Brook banking projects. The scope of work includes managing university-specific banking inquiries, troubleshooting account issues, and maintaining service protocols through the use of secure communication portals and CRM software. The primary objective is to deliver ongoing support and enhance service capability metrics. Compliance is a critical component of the contract, requiring strict adherence to New York State Banking Laws and the completion of GLBA privacy training. Interested parties should note that the response deadline is December 8, 2026, and the project falls under NAICS code 561422.

State University of New York

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DEADLINE

Commissary Help Desk and Support ServicesThe Commissary Help Desk and Support Services subcontract involves operating a dedicated customer support center for prime contractors working on New York City Department of Correction commissary projects. The service provider is responsible for managing inquiries from persons in charge and families, maintaining operational hours of 16 hours a day, five days a week. Key duties include researching and resolving grievances related to missing or incorrect items, supporting the family purchasing program, and delivering detailed operational logs and grievance reports. This opportunity is categorized under NAICS code 561422 and is performed within New York City. The solicitation was posted on October 20, 2026, with a response deadline of December 7, 2026. Interested parties can find further details through the New York City Passport portal.

Department Of Correction

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DEADLINE

Visual Interpretation Agent ServicesThis subcontract for Visual Interpretation Agent Services supports prime contractors on MBTA rapid-transit projects in Boston, Massachusetts. The selected provider will deliver live, smartphone-based visual interpretation and wayfinding assistance to blind and low-vision riders by answering incoming video calls and providing real-time descriptions of their environments. Qualified agents must possess bilingual proficiency in English and Spanish and successfully complete MBTA-specific training. In addition to providing real-time interpretation services, the contractor is responsible for delivering monthly performance data reports. The response deadline for this opportunity is November 20, 2026.

MBTA - Massachusetts Bay Transportation Authority

POSTED

DEADLINE

Non-Clinical Call Center OperationsThis subcontract for Non-Clinical Call Center Operations supports prime contractors serving Cook County Health pharmacy projects in Illinois. The selected provider will deliver managed call center agent services to handle 24/7 inbound and outbound call volumes, focusing on general member services and non-clinical patient inquiries. A critical requirement of the engagement is the strict maintenance of HIPAA compliance to ensure the secure handling of all patient data. Interested parties should note the response deadline of November 20, 2026, for this opportunity categorized under NAICS code 561422.

Cook County Health

POSTED

10 days ago

DEADLINE

in 25 days

General Info

Agency

Department Of Health And Human Services → Acf Office Of Government Contracting Services

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

Washington, DC, USA

Set-Aside

NONE

Documents

National Call Center (NCC) and Sexual Abuse Hotline (SAH) Performance Work Statement

sow

High

NCC SAH Sources Sought Questions

9 pages · sources-sought

Low

NCC SAH Sources Sought Questions and Answers - 5 July 24

q-and-a

Low

NCC SAH Sources Sought Questions and Answers Template

3 pages · q-and-a

Low

Sources Sought - National Call Center (NCC) and Sexual Abuse Hotline (SAH)

sources-sought

Low

AI Contract Breakdown

Uniform Contract Format

Contract not broken down yet

CLEATUS splits the solicitation into Uniform Contract Format (UCF) sections: scope, pricing, deliverables, and evaluation criteria.

Timeline

1 update

PhaseClosed

PostedJun 24

Sources Sought

Notice updatedJul 5

Response deadline changed from Jul 9, 2024 to Jul 10, 2024. The notice description changed.

Response DeadlineJul 10

Deadline has passed

Submission Closed

07/10/2024, 09:00:00 PM UTC

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Organization & Contact Information

AgencyDepartment Of Health And Human Services → Acf Office Of Government Contracting Services

Contacts2 people available

OfficeWashington, DC, 20201, USA

Organization / AgencyDepartment Of Health And Human Services → Acf Office Of Government Contracting Services

Office AddressWashington, DC, 20201, USA

Contacts

Drena Vining

contact@example.gov

Erik Syfert

contact@example.gov

Full Description

The NCC SAH sources sought is modified to include the questions and answers pdf document and extend the response date from Tuesday 9 July 2024 to Wednesday 10 July 2024 at 5 PM EST. The NCC SAH provides child welfare community-based referrals, post release service (PRS) referrals, and referrals to the Office on Trafficking in Persons (OTIP) via Requests for Assistance (RFA) for crisis intervention. The Office of Refugee Resettlement's (ORR) NCC SAH provides additional critical functions such as: - Coordination with child welfare entities, - Referrals and coordination with PRS providers, - Referrals and coordination with OTIP, - Coordination with Aspire, - Coordination with the National Center for Exploited Children (NCMEC), - Reporting and coordination with local law enforcement entities, and - Reporting and coordination with state and local Child Protective Services (CPS) entities.

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