CC-3921 - USA (Oregon) - Contact Center, Transportation Operations and Eligibility Services - Deadline November 23,2026

(1) Vendor needs to provide contact center, transportation operations and eligibility services to people experiencing disability or disabling health conditions since.– Reservations Call Center, Scheduling, Same Day Dispatch, Customer Service, and Technology/Reporting– Responsible for receiving trip requests, creating daily schedules, managing day–of service delivery, responding to customer contacts, and maintaining data systems– Operation of a Contact Center requires unique management techniques to obtain high productivity and top–quality performance. – Call center management including effective methods to forecast call volume and demonstrated expertise in scheduling and motivating Call Center staff.– Managing calls and tactfully minimizing talk times.– Accurate in data entry, with attention to detail.– Contractor staff shall receive all calls, verify rider eligibility and trip requests to ensure compliance with eligibility requirements.– Contractor shall utilize common talking points approved by agency when interacting with riders– Provide dispatch coverage for all hours of transportation service operation. operates virtually 24/7, 365 days per year.– Record actions taken by the dispatcher within the Trapeze system when handling trips or speaking with riders for reference after–the–fact.– Provide non–reservation coverage from 5:00 p.m. to 9:00 a.m. to process rider inquiries, cancellations; call riders with changes to optimize service on day–of–service; and ensure drivers receive required meal and rest periods.(2) A pre–proposal conference will be held on October 30, 2026. (3) All question must be submitted no later than November 12, 2026.