Specifications include, but are not limited to: Procure a turnkey, tier one customer service call group for all calls coming to the customer service Call Center regarding eligibility for all programs covered through the Bureau of Family Assistance (BFA). The selected Vendor shall act as a Call Center for DEHS, BFA, receiving and responding to inbound phone calls made to DHHS for services provided by the DEHS, specifically those eligibility programs administered by the BFA. Currently, the BFA Call Center receives a monthly average of 50,000 calls. 1.1.2.1. Aspect One – Tier One Call Center The selected Vendorshall perform Call Center functions currently in operation, providing Tier One Call Center Resolution, as defined in Appendix H: Terms and Definitions herein, for callers related to all services outlined in this RFP, including but not limited to general and case-related information regarding: 1. Cash/Medical including but not limited to: a. Temporary Assistance to Needy Families (TANF) b. Aid to the Permanently and Totally Disabled (APTD) c. Old Age Assistance d. Aid to the Needy Blind 2. SNAP (Food Stamps) 3. Qualified Benefit Program (QMB) 4. Child Care Scholarship 5. Medical Assistance programs 6. Basic navigation and user instructions for customers’ NH Easy accounts
