Description
The State of Washington’s Attorney General’s Office is seeking a qualified contractor to design, build, and operate a confidential, statewide Hate Crimes & Bias Incidents Hotline. The contractor will provide 24/7 intake via phone, voicemail, and a web‑form, ensure multilingual interpretation, and follow trauma‑informed, victim‑centered, culturally‑competent practices. The work includes developing a secure case‑management platform, creating service‑provider and law‑enforcement referral databases, delivering ongoing staff training, and producing regular operational and quarterly feedback reports.
• Operate a live call center (minimum two simultaneous live calls) with after‑hours voicemail and a 24/7 web‑form intake.
• Provide language‑access services in the top 17 spoken languages in Washington and ensure ADA‑compliant access.
• Build and maintain secure databases, generate monthly and quarterly reports, and support continuous‑improvement feedback loops.
• Deliver a detailed project plan, training curriculum, and meet all data‑security, privacy, and insurance requirements outlined in the contract.