24/7 LGBTQIA+ Youth and Young Adult Crisis Line Services
- Client
- New York State Office of Mental Health
- Solicitation No.
- MH263038
- Posted
- —
- Category
- Call Center and Answering
- Budget
- Looking for Proposal
- NAICS
- —
- Set-aside
- —
- Contact
- —
Description
AI GeneratedThe buyer requires a vendor to provide a 24x7x365, free, and confidential crisis line service for agency youth and young adults. The requested scope includes immediate crisis de-escalation, suicide risk reduction, safety planning, and follow-up services via phone, text, and chat. The vendor must accommodate non-English speakers and meet specific performance metrics, including answering calls within two minutes, answering chats/texts within four minutes, and maintaining a minimum 90% answer rate. The technology cannot use automated answering services, cellular telephones, automated attendants, or artificial intelligence. The vendor must perform the work offsite and maintain an onshore USA-only eligibility status. The buyer mandates a five-year contract period and seeks proposals for the budget. Interested bidders must submit responses digitally via email or online. Key dates include a pre-bid meeting on September 24, 2026, and a final question submission deadline of October 1, 2026.
Key solicitation details
AI-extracted from 25.pdf. Confirm against the original documents before bidding.
The New York State Office of Mental Health is seeking a vendor to operate a 24x7x365 free and confidential crisis line for LGBTQIA+ youth and young adults via phone, text, and chat. The contractor will also provide training and technical assistance to New York State 988 Crisis Contact Centers. Eligible not-for-profit organizations must be prequalified in the Statewide Financial System.
- Issued by
- New York State Office of Mental Health
- Pre-bid meeting
- September 24, 2026
- Questions Due
- 10/1/2026
- Questions and Answers Posted on Website
- 10/22/2026
- Proposals Due
- 11/12/2026 by 2:00 PM EST
- Anticipated Award Notification
- 12/17/2026
- How to submit
- Electronic via SFS
- Submission details
- Submitted through the Statewide Financial System (SFS). Proposal template and attachments must be combined into one PDF under Q1, and the Excel Budget Template uploaded under Q2.
- Contract term
- five-years
- Estimated value
- $1.8 million for the first fiscal year (including a one-time $600,000 investment for training), with $1.2 million available annually
- Place of performance
- Offsite
How proposals are evaluated
| Technical Evaluation | |
| Financial Assessment | |
| Total Proposal Points | 100 Points |
Scope of work
- 24/7/365 free and confidential crisis intervention via phone, text, and chat
- Immediate crisis de-escalation and reduction of acute suicide risk
- Collaborative development of safety plans
- Language access procedures for non-English speakers
- Timely follow-up services with caller or chatter consent
- Asynchronous and synchronous LGBTQIA+ training for NYS 988 crisis counselors
Minimum qualifications
- Registered vendor in the New York State Statewide Financial System (SFS)
- Prequalified in SFS by proposal due date for not-for-profit organizations
- Onshore (USA Only) performance of work
- Experience operating an LGBTQIA+ youth and young adult call, text, or chat line
Documents to include with the bid
- Proof of notification of intent to apply sent to local government unit
- Provider Contact form
- Sexual Harassment Prevention Certification
- Gender Based Violence and the Workplace Certification
- Proposal Template and applicable attachments
- Operating Budget Template (Appendix B in Excel)
Verify important details
Document checkConfirm submission instructions and amendments with the issuing agency before responding.
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