Admin and Maintenance of LEAP HEAT Help Call Center RFP

The Colorado Department of Human Services is seeking a vendor to administer and maintain the HEAT HELP call center, a 24/7 phone line that assists with Low-Income Energy Assistance Program (LEAP) application status and referrals to weatherization assistance and other utility assistance. The call center will provide information on LEAP eligibility, application status, and referrals to other programs. The vendor will be responsible for ensuring that calls are answered within 30 seconds, with a call abandonment rate of less than 3%, and providing services in English and Spanish, with interpretative services available for other languages. The vendor will also be responsible for recording and storing calls, as well as providing electronic copies of applications to the State. Some key requirements include: * Providing a fully operational toll-free phone number that is answered 24/7 * Ensuring that operators are available to assist English-speaking and Spanish-speaking callers 24/7 * Providing referral services for the Crisis Intervention Program, the Colorado Energy Office's Weatherization Assistance Program, and utility bill assistance through Energy Outreach Colorado * Recording and storing calls for a minimum of three years * Providing electronic copies of applications to the State on a daily basis