After Hours Call Center

The Multnomah County Department of County Human Services (DCHS), Aging, Disability and Veterans Services Division (ADVSD) is seeking Proposals from whom it may purchase After Hours Call Center services for the Aging Disability Resource Connection Helpline and the Public Guardian program. The contract requires the provider to answer calls in a timely, respectful, and efficient manner, and to provide referrals, document call details, and follow Multnomah County crisis intervention policies and procedures. The contract also requires the provider to have experience conducting client assessments and crisis intervention services with vulnerable older adults, veterans, people with disabilities, and/or their caregivers. Some key features of the contract include: • Providing After Hours Call Center services for the ADRC Helpline and the Public Guardian program • Answering calls in a timely, respectful, and efficient manner • Providing referrals, documenting call details, and following Multnomah County crisis intervention policies and procedures • Having experience conducting client assessments and crisis intervention services with vulnerable older adults, veterans, people with disabilities, and/or their caregivers • Maintaining separate lines for ADRC and Public Guardian clients • Having extensive Call Center training producing highly skilled agents proficient in call handling and processing techniques • Complying with HIPAA requirements as a Business Associate of Multnomah County • Having a mandatory 24-hour, on-site Call Center staff supervisor • Providing real-time service observations, quarterly documentation reviews, and client/consumer complaint resolution procedures • Having a quality review committee, annual quality review, evaluation planning, and implementation • Having adequate staffing levels to meet customer service and performance requirements • Providing effective on-going Call Center training, support, and supervision.