Specifications include, but are not limited to: a. Bidder shall provide a live bilingual English/Spanish service handling calls received 24/7/365. b. Bidder will triage callers, complete Department of Health Care Services (DHCS) standardize screening, and refer callers to an appropriate level of care. c. Bidder shall provide a live person to screen for Substance Use Disorders (SUD). Callers will be triaged, screened with the American Society of Addiction Medicine (ASAM) tool, and referred to an appropriate level of care. d. Bidder will provide a live person in English and Spanish. Bidder may use language interpreters for calls that require translation services. e. Bidder will be subject to test calls by DHCS and County. f. Bidder will be trained in the County’s HER application, Credible, to perform the following duties: creating an electronic health record for calls who do not already have a record in the HER, updating information in the caller’s record, identifying callers interested in mental health services, substance use disorder services, or both; screening callers for appropriateness of referral; scheduling appointments for multiple offices and rescheduling appointments. g. Bidder will provide callers with information pertaining to the County’s grievance process. h. Bidder will transfer calls as appropriate to the 24/7 Services Division for crisis intervention
