Specifications include, but are not limited to: SCOPE OF WORK The CONTRACTOR shall perform the following work: Quitline Services 1. Administer the New Mexico Free Tobacco Help Line (hereafter referred to as “quitline”) as follows: a. Use the national toll-free numbers, 1-800-QUIT-NOW (1-800-764-8669) and 1- 855-DEJELO YA for incoming and outgoing calls for the quitline call center operations. b. Operate and provide services to hearing and/or speech-impaired callers through the CONTRACTOR’s fully operational telecommunications device for the deaf (TDD) line or through Relay Services. Upon termination or expiration of this contract, the CONTRACTOR shall retain ownership of the TDD line. c. Operate a toll-free fax number for TUPAC. Upon termination or expiration of this contract, CONTRACTOR shall retain ownership of the toll-free fax line. 2. Provide quitline registration services in English and Spanish 24 hours a day, seven days a week. Service delivery shall be closed on the following holidays: Independence Day, Thanksgiving Day and Christmas Day. Service delivery will close at 1 p.m. MST on Christmas Eve and 4 p.m. MST on New Year's Eve. Calls on those days shall be routed to voicemail indicating that services are closed and/or registration is available online. Return calls on next business day in response to any messages or online registrations for quitline services. 3. Provide a bank of recorded information messages, during non-operation hours, for callers looking for support or information. New Mexico callers shall have the option to leave a voicemail, listen to tailored messages, or both. Message topics shall be available and recorded in both English and Spanish. Recorded messages may include encouragement to register online. 38 4. Staff the contact center at levels needed to achieve the following performance standards (Service standards apply during months when the actual call volume does not exceed the projected call volume.): a. Answer 85% of calls received during operating hours to the quitline within 30 seconds. b. Transfer 70% of callers who will accept a transfer directly to a Quit Coach after completing registration. The remaining 30% will be contacted within the participant’s best time. c. In collaboration with TUPAC, continue to discuss and monitor service level for Spanish speaking callers, update data and have discussions that help CONTRACTOR to understand New Mexico’s volume and call pattern of Spanishspeaking participants. 5. Provide services in both the English and Spanish languages. For other languages, interpretive services may be used if no Quit Coaches are available to service caller in language required. 6. Screen all callers initially to determine which service is appropriate. 7. Provide services, including requested information and mailed materials, when appropriate, to the general public of New Mexico. 8. Provide services to proxy and provider callers. Proxy callers are defined as callers who contact the quitline for support of their adult or youth family member or friend. Offer proxy or provider callers materials and resources to support someone in the quitting process. When requested, provide a single reactive intervention call. Encourage proxy callers to have their adult or youth family member call the quitline directly. Convey requested information to providers, offer appropriate materials and a single reactive intervention call. Direct providers to TUPAC for more information about the fax referral program. 9. Establish call-back expectations as follows: a. Communicate a time frame of when the participant will hear next from their Quit Coach. b. Encourage participants to call before their next call if they need support or have questions. 10. Implement an adult service protocol, as stated below or as modified by mutual agreement between CONTRACTOR and TUPAC: a. Assess adult callers for insurance status and readiness to quit in order to provide an appropriate intervention or transfer. b. Transfer insured callers to their health insurance plans per TUPAC protocol. c. Transfer callers to CONTRACTOR’s Program as directed by TUPAC. d. Provide adult tobacco users a single reactive intervention call, materials and an offer to participate in online, text message and community-based services. Provide 39 eligible (as determined by TUPAC) adult tobacco users, who are interested in proactive counseling and who have quit or ready to quit within 30 days, an offering of one initial Quit Coach session and four additional proactive counseling calls. Re-enrollment is unlimited. When trying to reach callers, make a minimum of three attempts during their best time indicated (except on weekends). For call one and call two: if a caller is not reached after the third attempt, send an attempt letter inviting the caller to contact the quitline for further assistance. e. Provide unlimited reactive telephone support between scheduled calls via the tollfree quitline. 11. Provide services for youth tobacco users using the CONTRACTOR’s youth services protocol, or as modified by mutual agreement between CONTRACTOR and TUPAC. TUPAC represents and warrants that under New Mexico law, youth is defined as 13-17 years of age and that minor consent laws do not require parental consent for provision of CONTRACTOR’s services, and further, TUPAC agrees that it shall inform CONTRACTOR of any changes to such laws. 12. Provide services for pregnant tobacco users using the CONTRACTOR’s 10-Call pregnancy services protocol, or as modified by mutual agreement between CONTRACTOR and TUPAC. 13. Coordinate with TUPAC and other health care partners to operate a proactive referral system (fax and electronic transfer) that enables health care providers to refer patients for tobacco cessation services. a. Receive referrals and make an attempt to reach the participant within 48 hours of receipt. b. Follow-up with the patient as outlined in the Service Delivery Protocol. Provide to HIPAA covered referring entities, documentation of quitline services provided to patients. c. Coordinate with TUPAC and other TUPAC contractors to educate providers on effective use of the referral system and make the appropriate revisions to the form in order to increase reach rate of patient referrals. TUPAC will make an effort to communicate any revisions to forms to the clinics and providers participating in the referral system in order to streamline services as mutually agreed upon. 14. Train Quit Coaches to be: a. Skilled in applying the principles of motivational interviewing for inducing behavior change and a cognitive-behavioral approach to treating substance abuse. b. Knowledgeable about specific issues related to tobacco dependence, including nicotine replacement therapy (NRT). Develop and use continuing education trainings to maintain Quit Coach skills and knowledge. c. Knowledgeable about New Mexico specific information, as agreed upon by CONTRACTOR and TUPAC. d. Capable of delivering culturally competent services to TUPAC’s priority populations. 40 Materials 15. Provide participants with appropriate materials, including quit guides as follows: a. Send 95% of self-help materials within two business days of registration. b. Provide low literacy and readiness-to-quit-appropriate materials in both English and Spanish, with specific population inserts based on the participant’s need (e.g., pregnancy brochure, smokeless tobacco information). c. Develop, reproduce and/or distribute new educational materials as agreed upon and requested by TUPAC. All materials must be reviewed and approved by TUPAC. Online Services 16. Provide both a stand-alone online and integrated quitline/online services to New Mexico residents in English and Spanish. Participants may choose to enroll in quitlineonly services, quitline/online integrated services or online-only services. a. Provide online cessation services landing page with standard customized branding and that explains TUPAC cessation services available. The landing page shall be available in both English and Spanish. b. Provide an online way for tobacco users to register for TUPAC’s telephone and online cessation services. Online enrollment shall be available in both English and Spanish. c. Provide online tobacco intervention services that include: 1) Twenty-four hour/seven-day-a-week access to online tobacco use assessment, tailored quit messages, counseling and feedback from Quit Coaches, 2) Tailored smoking cessation plan for each registered user, 3) Full lifetime program access to all registered users, 4) 24-hour peer support through an online community, 5) Up-to-date evidence-based tobacco cessation information, 6) Personalized email support system (e.g. daily reminders, quit date reminder, tips, relapse prevention support, etc.), 7) Informational service for users about quitting or health effects of smoking and secondhand smoke, 8) Information regarding pharmacotherapy for tobacco cessation to registered participants. 9) Links or references to local tobacco resources, 10) TUPAC branding and logos within standard areas of branding customization, and 11) Integration with quitline. d. Online services will be available online 99% of the time for participants. Text Message Services 17. Provide an evidence-based, interactive text messaging-based protocol via mobile phones that will encourage participants to participate in quitline and/or online services. Text message service may include items stated below or as modified by mutual agreement between CONTRACTOR and TUPAC: 41 a. Text messages tailored to an individual’s quitting plan, including messages before and after the participant’s quit date to help prepare him or her for quitting and to prevent relapse after he or she has quit, b. Coaching call reminders and prompts to instantly connect with a Quit Coach, c. Tips on coping skills, games and quizzes, and motivational and educational reminders, d. Mobile tracking of tobacco usage, urges, cost savings, and other measures, fully integrated with online services and e. Medication reminders and helpful suggestions. Nicotine Replacement Therapy 18. Provide nicotine replacement therapy (NRT) to adult participants who have been individually assessed as eligible for NRT according to the CONTRACTOR’s protocol algorithm. NRT will be available to all eligible participants whether they are registered in the telephone or the online-only tobacco cessation program. NRT includes either nicotine replacement patch, nicotine replacement lozenges or nicotine replacement chewing gum as approved by TUPAC. a. Give NRT-eligible participants individually-tailored instructions that include education regarding proper use of NRT. b. Determine appropriate dosage and course of treatment of NRT for each participant according to approved protocol. c. Deliver eight-week supply of NRT or as approved by TUPAC and as indicated by participant’s customized quit plan. d. Deliver additional supplies of NRT only if additional NRT is part of approved protocol. Standard Reports 19. Provide the CONTRACTOR’S standard suite of reports for all tobacco cessation services. CONTRACTOR and TUPAC shall agree upon the way in which to report each service offering which may include a suite of reports for: integrated quitline/online services, online-only services and/or an aggregated report combining integrated quitline/online and online-only services. Reports include service activity, caller demographics, and other information as specified, on a weekly, monthly, and quarterly basis. At a minimum the reports will include CONTRACTOR’s standard content, including but not limited to: caller statistical and demographic information, services rendered, and by-county information. 20. Provide a quarterly Service Delivery Performance Management report and plan that addresses the operation and staffing of the services including service level measurements, staff clinical performance, file data integrity and staff education and training. 42 Customized Reports 21. Produce customized reports regarding tobacco cessation services activities as requested by TUPAC. Reports required by TUPAC outside of the CONTRACTOR’S standard shall be negotiated and agreed upon by TUPAC and the CONTRACTOR. Depending on the scope of the report, fees may apply. 22. Collaborate with national tobacco control partners (e.g. North American Quitline Consortium, National Quit Line Data Warehouse, and Centers for Disease Control) on requests for New Mexico related data and service information, as requested by TUPAC. All requests for TUPAC-related information and data will be assessed for time and effort to complete. CONTRACTOR and TUPAC may need to negotiate a fee for this work. Customized Protocols 23. Create customized protocols as requested by TUPAC. A customized protocol is one that is sufficiently different from the CONTRACTOR’S usual program protocols that it requires additional costs to implement. A fee, negotiated by CONTRACTOR and TUPAC, will be charged for each customized protocol. Coordination 24. Meet at least monthly with TUPAC by phone. Meet more frequently as mutually agreed upon. 25. Notify TUPAC immediately of quitline or online service interruptions. 26. Meet with TUPAC, other TUPAC contractors, and tobacco control partners for coordination and planning as needed via telephone conferencing. Contractor staff person shall be available for coordination and planning meetings with TUPAC, TUPAC contractors and community health advocates, as mutually agreed upon. 27. Coordinate with the TUPAC’s Mass Media Contractor and TUPAC on promotion of tobacco cessation services. a. Collect data from participants about "how they heard about the tobacco cessation services" for planning by NM media experts. TUPAC shall provide to the CONTRACTOR a media schedule at the start of the contract year that will be used to staff appropriately for volumes. Any updates or changes to the media scheduled will be communicated to the Contractor. b. Coordinate with TUPAC to regulate participant volume through media promotion. TUPAC will, to the best of its ability, provide the CONTRACTOR 30 days written notice prior to the start of any special promotional campaigns. The CONTRACTOR will staff and respond, to the best of its ability, to any special promotional campaigns.
