24x7x365 Hate Crimes Hotline Services

The Oregon Department of Justice is seeking a vendor to implement and operate a statewide, confidential, trauma-informed, and victim-centered hate crime and bias incidents hotline. The agency needs a solution that maintains a live call line operational at minimum Monday through Friday from 8:00 a.m. to 5:00 p.m. PST, while remaining operational 24/7 for reports received outside of these hours. The agency prefers a live call line that strives to operate beyond regular business hours, up to full 24/7 operation. The scope of work requires the selected vendor to support a minimum of two simultaneous live calls and provide services in at least the top seventeen spoken languages. The system must include a voicemail box and support online reporting that maintains the same functionality as the phone hotline. The agency requires the vendor to develop and implement a process to respond to all reports within a maximum of two business days. Eligible bidders must be onshore organizations based in the United States, and the performance of the work will take place offsite. The agency is establishing a contract period of two years and is currently looking for proposals to determine the budget. Bidders must submit any questions no later than June 22, 2026, and may attend a pre-bid meeting scheduled for June 4, 2026. Responses must be submitted digitally via email or online.