24x7x365 Crisis Call Center and Dispatch Service

The agency is seeking a contractor to provide a clinically staffed, 24/7/365 crisis call center and dispatch service. The agency needs to solve the problem of providing immediate telephonic crisis intervention, emergency interventions, crisis de-escalation, supportive listening, and referrals for hospitalization to all callers. The selected provider must meet 988 suicide and crisis lifeline operational guidelines regarding suicide risk assessment and engagement while offering real-time, air traffic control quality coordination of crisis care. The scope of work covers crisis phone, text, and web chat support, as well as crisis communication, information services, and crisis prevention marketing. The contractor must establish a toll-free telephone hotline staffed 24 hours per day, 7 days per week, 365 days a year, alongside internet-based communication including website and chat capabilities. Additionally, the contractor must develop a tiered dispatch decision-making framework, maintain a dispatch analytics framework to evaluate service delivery patterns, and initiate mobile crisis or Marcus Alert responses via established local protocols. Eligibility is restricted to onshore USA organizations. The agency allows the performance of the work to take place both onsite and offsite. Bidders must submit proposals digitally via email or online, and the agency is currently looking for proposals to determine the budget. The agency has scheduled an optional pre-proposal conference for June 24, 2026. Bidders must submit all questions no later than July 1, 2026.