CC-3937 - USA (Michigan) - RFI for Housing Resources Helpline Services - Deadline December 2,2026

Vendor needs to provide housing resources helpline services.– Provide feedback from experienced call center operators (especially those with social service delivery experience) to support and possibly upgrade the agency housing resource helpline.– Helpline provides a single, streamlined phone entry point for agency needing housing–related services, launched or expanded to support large–scale demand.– Demand is high: the helpline handled 100,000+ calls in 2025, and the city projects the system must triage and handle ~120,000 calls annually (with peak/high–volume days).– Functional requirements:– Intake and triage:– Internal intake + triage for emergency and non–emergency needs.– Multi–step scripts/logic to screen for all relevant services, including secondary supports (employment, inspections, social safety net benefits).– Data and referral:– Secure, comprehensive data capture (needs, outcomes, services delivered).– Smartsheet, Snowflake, Tableau, Salesforce, Google, Corteza or Pathways, and other CRMs/case management software.– Service hours and routing:– Operable Mon to Fri 8.00 am to 6.00 pm and Sat 9.00 am to 12.00 pm.– Route to an after–hours emergency line.– Multilingual support:– Phone tree greeting options with translation including (at minimum):– English, Spanish, Arabic, Bengali.– Outreach or follow–up:– Support for text message, email, and robocall outreach.– Follow–up outbound texts and calls for residents contacting Helpline after hours.– Quality assurance and recordkeeping:– Maintain electronic and recorded records for Helpline calls.– Tracking and metrics:– call volumes.– calls received or handled.– wait times.– call reasons and outcomes.