Unaccompanied Alien Children Office of the Ombuds National Intake Hotline

The Unaccompanied Alien Children Office of the Ombuds is seeking a contractor to operate a National Intake Hotline that supports its mission of receiving, reviewing, and resolving confidential reports related to the Office of Refugee Resettlement’s implementation of the Unaccompanied Alien Children Program. This hotline will provide secure, multilingual telephone and text message access for UACs, sponsors, advocates, care providers, and other stakeholders to submit concerns, supplementing existing web and email intake methods. The contractor will be responsible for documenting all reports in a case management system, ensuring the confidentiality and protection of sensitive information, and delivering professional interpretation and translation services to individuals with limited English proficiency or limited internet access. The contractor must maintain high standards of data security and cultural competency while operating a 24/7 service capable of handling diverse linguistic needs. The work will be performed under a contract managed by the Office of the Assistant Secretary for Administration, with Sharee Richardson serving as both the Program Point of Contact and Contracting Officer. The solicitation is classified under NAICS code 541611, indicating services related to administrative management and general management consulting, and is forecasted as an opportunity for potential vendors to partner with HHS in delivering critical support services to vulnerable populations.