DMHA is seeking proposals from qualified vendors to operate up to five 988 Contact Centers receive, answer, and respond to all calls, chats, and text made to the 988-prefix by Hoosiers in crisis. These vendors must be trained to support individuals experiencing behavioral health crises and be available to respond to Hoosiers 24 hours per day, 365 days out of the year (24/7/365). These services must be provided within Indiana and delivered in alignment with the standards of the of the 988 Crisis & Suicide Lifeline per the State of Indiana and the Federal Administrator. At a high-level, the eventual Contractor(s) is expected to do the following: I. Be staffed 24/7/365 to receive and respond to calls, chats, and texts to the 988 Crisis and Suicide Lifeline. II. Conduct all 988 Contact Center operations within Indiana, although administrative operations for the 988 Contact Center may occur outside of Indiana. Be accredited by the Federal 988 Lifeline Administrator and maintain accreditation during all periods of time in which it is accepting calls, texts, and chats from 988. III. Maintain the minimum necessary hardware to support the use of the State-provided software. IV. Utilize the State-provided software, including but not limited to, a shared telephony platform and shared Customer Relationship Management System, as directed by the State. V. Ensure that all staff are trained, and document said training, in accordance with State and Federal best practices and guidelines. VI. Collaborate, coordinate, and integrate with all components of Indiana’s 988 Crisis Response System as well as other behavioral health and emergency response partners. VII. Implement robust quality assurance and improvement protocols. VIII. Provide the State with regular and ad hoc reports as directed by the State. IX. Meet or exceed the State’s Key Performance Indicators for the shared goals of Indiana’s 988 Crisis Response System. X. Comply with all applicable State and Federal administrative codes, rules, regulations, laws, policies, procedures, and guidelines
