287 (g) Program National Call Center

The Department of Homeland Security (DHS), U.S. Immigration and Customs Enforcement (ICE) is conducting market research for a 287(g) Program National Call Center. The call center will be a physical location where all plant, labor, equipment, and services will be provided by an industry partner. The primary function of the call center is to receive electronic and telephonic inquiries from 287(g) partners in the field, analyze data, perform database cross-checks, and confirm enforcement actions in the field. The call center will be organized around three eight-hour shifts and a seven-day work week. Key sub-functions include a 287(g) Partner Support Call Center Cell, Integration and Location Cell, Integration and Automation Cell, and a 287(g) Agreement Support Cell. • The call center will support 287(g) partner encounters in the field. • It will integrate and leverage 287(g) resources focused on locating Unaccompanied Alien Children (UAC). • It will integrate 287(g) resources along with technology to reduce the Non-Detained Docket backlog. • The call center will be located in the greater Nashville, TN metro area. • It will require on-site full-time industry partner staff. • The primary function of the call center is to receive electronic and telephonic inquiries from 287(g) partners in the field.