Specifications include, but are not limited to: 2.1 General Requirements: 2.1.1 The contractor shall provide support services for a Missouri Farmers Stress Hotline on behalf of and to the sole satisfaction of the Department of Agriculture (hereinafter referred to as the state agency) in accordance with the provisions and requirements stated herein.; a. The contractor must provide a Missouri Farmers Stress Hotline specializing in Missouri agriculture and geared toward Missouri farmers, ranchers, and communities.; 2.1.2 The contractor shall provide services on an as needed, if needed basis. The State of Missouri does not guarantee any usage of the contract whatsoever. However, the state agency anticipates there may be 12,000 hotline calls per year.; 2.1.3 Unless otherwise specified herein, the contractor shall furnish all material, labor, facilities, equipment, and supplies necessary to perform the services required herein.; 2.2 Implementation Requirements: 2.2.1 The contractor’s support services for a Missouri Farmers Stress Hotline shall be fully operational (which shall include providing the required trained personnel, completion of all necessary functions such as establishing a Missouri Farmers Stress Hotline and referral system, actions, set-up, etc. necessary for successful business operation, and full implementation of all required services pursuant to the requirements herein) by no later than 30 calendar days after state agency authorization to proceed with services.; a. Immediately after state agency authorization to proceed with services, the state agency will designate a state agency liaison to facilitate the implementation of the contract. The state agency will provide the contractor with the liaison name, e-mail address, and the telephone number.; 2.3 Missouri Farmers Stress Hotline Requirements: 2.3.1 The contractor shall operate support services for the Missouri Farmers Stress Hotline 24 hours per day, seven days a week, including holidays and weekends, via telephone and text messaging. The contractor must provide coverage with a proven national hotline provider.; 2.3.2 The contractor must also provide an alternative coverage plan in the case of unforeseen occurrences such as power outages and emergencies.; 2.3.3 The contractor shall maintain a toll-free telephone number and other toll-free voice and telecommunications devices for deaf participants. The toll-free telephone number shall be operational at least five calendar days prior to full operation and full implementation. The toll-free telephone number must be transferable to the state agency, or other entity designated by the state agency, upon the final expiration, termination, or cancellation of the contract. Such transfer of the toll-free telephone number shall be completed by the date requested by the state agency.; 2.3.4 The contractor shall make interpreter services available as necessary to ensure callers are able to communicate with the contractor.; 2.3.5 The contractor’s Missouri Farmers Stress Hotline must meet the following criteria: a. All calls shall be answered by an individual in an average of 60 seconds or less based on a quarterly average; and b. Call hold time - Callers placed on hold must be updated every minute and given the option to leave a voice mail message; 1) Voice mail messages - Voice mail messages shall be returned by the contractor within 30 minutes.; 2.3.6 The contractor’s hotline must be staffed with trained mental health professionals trained to respond appropriately to callers and must strive to improve the health and safety of Missouri farmers, ranchers, and communities.; 2.3.7 Training Requirements – Prior to providing support services for the Missouri Farmers Stress Hotline, the contractor’s project team must complete training in the following: a. Agriculture demographics; b. Stress related factors in agriculture; c. Farm safety; and d. Drug abuse and suicide risk in agriculture.; 2.3.8 The contractor must have a referral system for follow up behavioral health services and must utilize a care navigation process that: a. Triages for safety with crisis intervention and response; b. Directs callers to the appropriate resources for their particular situation; and c. Links callers to direct mental health care before call is completed.
