RFP 2027-002 Region One Crisis Call Center

The Region Ten Community Services Board is soliciting proposals under RFP #2027-002 for the operation of a 24/7/365 clinically staffed crisis call center for Region One. The selected contractor will provide crisis intervention, suicide prevention, assessment, de-escalation, and referral services via telephone, text, and web-chat, ensuring coordination with the regional crisis continuum. The contract consists of an initial 12-month term with four optional one-year renewals. Proposals are due by October 16, 2026, at 2:00 PM ET, and will be evaluated based on the offeror's qualifications and experience (20 points), technical and clinical approach (25 points), and staffing, technology, and continuity plans (25 points). The contractor must adhere to the Virginia Public Procurement Act, the Code of Virginia, and federal standards including 988 and SAMHSA requirements. Strict compliance with HIPAA, the HITECH Act, and 42 CFR Part 2 is mandatory, requiring the execution of a Business Associate Agreement or Qualified Service Organization Agreement. Key operational requirements include the use of DBHDS-designated software, mandatory staff training in trauma-informed care and risk assessment, and the maintenance of required insurance. Payment is processed monthly in arrears with 30-day terms. The agreement also includes a provision for the contractor to provide up to 90 days of transition assistance upon the expiration or termination of the contract.