Specifications include, but are not limited to: The Department of Health and Human Services (DHHS), Division of Economic and Housing Stability (DEHS), Bureau of Family Assistance (BFA) (herein known as the “State”) is releasing this Request for Proposal (“RFP”) to procure a tier one customer service call center for all calls coming to the BFA Customer Services Call Center regarding eligibility for all programs covered through the BFA. The selected Vendor must act as a call center for the State, receiving and responding to inbound phone calls made to the State for services provided by the State, specifically those eligibility programs administered by the BFA. Currently, the BFA Customer Service Call Center receives a monthly average of 50,000 calls. 1. Cash/Medical benefits including but not limited to: 1.1. Temporary Assistance to Needy Families (TANF) 1.2. Aid to the Permanently and Totally Disabled (APTD) 1.3. Old Age Assistance 1.4. Aid to the Needy Blind 1.5. SNAP (Food Stamps) 1.6. Qualified Benefit Program (QMB) 1.7. Child Care Scholarship 1.8. Medical Assistance programs The Selected Vendor must provide basic navigation and user instructions for customers regarding their NH Easy accounts (the Department’s self-service web-based portal).
