24x7x365 Crisis Line Service

The 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.