The Maricopa County Department of Public Health (MCDPH) South Phoenix Healthy Start (SPHS) program is seeking to contract with a behavioral health resource organization to provide direct assessment and referral service to community members seeking mental health services. This service is intended to aid the many community members that have limited access and familiarity with professional provider directories, those who have difficulty navigating online resources, and those who are seeking more effective and specific referrals to levels of mental health care appropriate to their needs. Research has shown that on average, community members have eight contacts with various resource services before arriving at their first mental health appointment. Many fail to make that connection as a result.
This fixed price services contract shall provide for licensed therapists to conduct telephone triage assessments using approved guidelines to determine the appropriate level of care or provide self-care advice. The telephone triage should assure that communication with each caller will be handled in a professional and tactful manner. When appropriate, the caller’s symptoms will be assessed and triaged using the approved guidelines to assist in obtaining the appropriate level of care and/or self-care advice. It will be the Contractor’s responsibility to ensure the accuracy and timeliness of all telephone calls accepted or placed, patient messages returned, and follow ups are completed as required. In addition, the successful respondent shall be responsible for the coordination of patient counseling on all available insurance programs and financial assistance programs as well as the maintenance of patient records.
Currently the anticipated call volume is approximately 200 calls per year; however, this number may increase, and the selected Contractor must be able to scale operations up or down with no reduction in service delivery. This includes maintaining consistent service quality, resource allocation, and operational efficiency regardless of the number of clients being served. The provider must ensure adequate staffing, infrastructure, and support mechanisms are in place to accommodate fluctuations in service needs without disruption. The selected agency will be responsible for ensuring accurate documentation, timely follow-ups, and coordination of financial assistance programs for patients. By providing the services outlined in this Scope of Work, the agency will contribute to improved access to mental health care and ensure patients receive the most appropriate level of support and treatment.
