NOI DUA Call Center Adjunct Services

The Executive Office of Labor and Workforce Development, Department of Unemployment Assistance (DUA) is seeking a vendor to provide call center adjunct services. The vendor will assist DUA in its mission to provide adjunct DUA services alongside its current DUA Contact Center operations. The scope of work includes providing an information clearinghouse for unemployment insurance claimants, handling information needs for caller inquiries, transferring callers to appropriate DUA departments, completing follow-up actions, and creating and distributing a daily report on calls received. The contract is for a period of 37 days, from 02/23/2026 to 03/31/2026. • The vendor must provide Spanish, Portuguese, and Cantonese speaking representatives for this project. • The vendor must have access to the Lion Bridge interpretation services used by DUA for other language needs. • The vendor must provide a daily report on calls received, including the nature of questions asked, information provided, and referrals to other agencies. • The vendor must ensure all personnel have the necessary credentials as a CSR call center agent and abide by all state and federal requirements.