Warrior Call Center Outreach and Resource Support Services

The United States government is seeking a vendor to provide warrior call center outreach and resource support services. The agency requires a fully operational physical or virtual call center that is manned and operated twenty-four hours a day, seven days a week, three hundred and sixty-five days a year. This center will monitor identified social media sites continuously to ensure all support needs are sufficiently met. Customer Care Representatives will serve as the first contact for inbound calls, answering all incoming telephone calls, conducting scheduled outreach calls, monitoring social media, and conducting interviews and assessments of support requirements. These representatives will also conduct outreach telephone calls, text messaging, and email communication to monitor and respond to comments and inquiries. The primary means of supporting the identified population will be receiving incoming phone calls, conducting outgoing telephone calls, text messages, and emails. The scope of work covers outreach intervals based on current injury classification and severity, satellite contact center support, a single toll-free phone system, and a call management system. Customer Care Representatives must provide information and guidance toward applicable resources, benefits, and entitlements to assist with individual needs, accessing information prior to and during each call. Non-Medical Case Managers will provide extended support and outreach calls of non-complex, non-medical case management when issues cannot be adequately resolved during the initial intake call. Field Service Representatives will provide complex non-medical case management and extended support to the supported population. Personnel must utilize all platforms, databases, and SharePoint systems that consolidate available resources specific to the individual being contacted. The agency has set aside this bid exclusively for service-disabled veteran-owned small businesses. Eligible organizations must be based onshore in the United States, and the performance of the work will take place offsite. The agency is currently looking for proposals and has not disclosed a specific budget.