Quality Management and Support Services for Aging and Disability

The Maine government authority is seeking a vendor to provide quality management and support services for aging and disability programs. The agency aims to enhance the effectiveness of its Critical Incident system and improve the consumer experience when reporting system concerns, grievances, and licensing-related consumer complaints. To achieve this, the agency requires the implementation of customer-service functionalities, including a business-hours hotline to maximize public accessibility for information submission. The scope of work requires the vendor to facilitate decision-making and provide subject-matter expertise to develop and document business rules for routing and resolving reportable events, grievances, and consumer complaints. The selected partner must complete and track desk-level reviews of all reportable events, while also routing, prioritizing, and tracking events that require further review. Additionally, the agency requires the vendor to identify and track trends in reportable events, identify clusters of related events, and manage the intake, resolution, and tracking of consumer complaints and concerns. Eligibility is strictly limited to onshore organizations based in the United States. The agency is looking for proposals to determine the budget and allows digital submission of responses via email or online. Bidders must submit all questions regarding this opportunity no later than June 24, 2026.