Toll-Free Multi-Lingual Hotline Operation for New York State Office for New Americans

The New York State Office for New Americans (ONA), through the New York State Department of State, seeks one qualified organization to operate and maintain a toll-free multi-lingual hotline. The contractor will disseminate information and referrals on statewide programs and services for new Americans, and receive and refer complaints of fraud and related crimes against immigrants to appropriate government offices. The contractor must operate the hotline seven days a week, from 8:00 a.m. to 8:00 p.m. Eastern Time on weekdays and 9:00 a.m. to 5:00 p.m. Eastern Time on weekends, excluding federal and agreed-upon holidays. An Immigration Attorney must be available during all operational hours to assist staff, and the system must provide an automated after-hours message and a callback mechanism. The contract term is five years, with a 6.00% Service-Disabled Veteran-Owned Business goal and a 30.00% Minority and Women-Owned Business Enterprise goal, and eligibility is limited to onshore USA organizations. Proposals are due by January 5, 2027, at 4:00 p.m., and may be submitted digitally via email or online to the Bureau of Fiscal Management.