Specifications include, but are not limited to: The selected vendor must meet the requirements specified in this section of the RFP and is responsible for managing a professional call center that provides: • A toll-free telephone system with ability to use a local 401 number when making outbound calls to participants. • A system that handles multiple, simultaneous incoming and outgoing calls with English, Spanish bi-lingual and TTY Relay capacity at minimum. • Provision of a 24/7 live response. • Eighty percent (80%) of calls during airing of state and federal campaigns are answered within 30 seconds. • On-the-spot (OTS) immediate availability for counseling offered to every client that wishes to utilize it. • Information, referrals, screening, and counseling for smokers provided in English and Spanish. • OTS interpreter services available for languages other than English and Spanish. Other solutions such as bi-lingual distance counselors and/or sub-contractors are strongly encouraged to increase access to all residents – it is expected that the rate of screening completion should be the same for all languages
