Admin and Maintenance of LEAP HEAT Help Call Center RFP

The Colorado Department of Human Services is seeking a vendor to provide administration and maintenance of the HEAT HELP call center for the Low-Income Energy Assistance Program (LEAP). The call center will provide information and assistance to eligible Coloradans regarding energy assistance, weatherization, and other related services. The vendor will be responsible for answering calls, providing referrals, and processing applications. The contract will be for a period of one year, with the option to renew for up to four additional years. • The call center will operate 24/7 and will provide services in English and Spanish, with interpretative services available for other languages. • The vendor will be responsible for ensuring that calls are answered within 30 seconds, with a call abandonment rate of less than 3%. • The vendor will also be responsible for providing training to call center operators and for ensuring that all calls are recorded and stored for a minimum of three years. • The vendor will be required to submit monthly reports and to participate in evaluation and quality improvement activities.