CC-3935 - USA (Virginia) - 24x7x365 Phone Crisis Answering and Triage Services - Deadline December 14,2026

(1) Vendor needs to provide 24x7x365 phone crisis answering and triage services.• Provide continuous 24/7/365 telephone crisis answering, screening, triage, supportive intervention, and referral/dispatch services for individuals seeking assistance related to mental health, substance use, and developmental disability crises.• Services shall be available whenever the Agency’s offices are closed and/or when calls are routed to after–hours coverage.• Answer all designated crisis/after–hours lines and overflow routings as specified by the Agency.• Monthly data summaries including: call volume, call types, presenting problems, interventions, referrals/dispositions, response time performance, and other KPIs requested by the Agency.• Support call forwarding, direct dial, and/or SIP/VoIP routing as required by the Agency.• Ensure all callers receive a response within fifteen (15) minutes of contacting the Contractor.• Immediately contact the Agency on–call clinician when screening indicates a mental health emergency or other mandatory escalation trigger.• Determine whether the call presents an emergency, urgent, or routine need using Agency criteria.• Staffing, Training, and Supervision: Ensure personnel are trained and competent in crisis screening and triage, de–escalation techniques, suicide risk fundamentals, and referral/dispatch procedures.• 24/7 electronic access to a secure reporting portal or site containing service delivery statistics and call activity logs.(2) All questions must be submitted no later than November 20, 2026.(3) The contract period will be for One year.