After-Hours DCYF Central Intake Hotline

Agency: State Government of New Hampshire
State: New Hampshire
Level of Government: State & Local
Category:
  • 29 - Engine Accessories
Opps ID: NBD14608076623330302
Posted Date: Dec 31, 2020
Due Date: Feb 9, 2021
Solicitation No: RFP-2022-DCYF-01-AFTER
Source: Members Only
Description The Purpose of this RFP is to contract with one Vendor to receive and screen reports of abuse and neglect for the Department’s Division of Children, Youth and Families (DCYF) from 6:30pm to 7:00am on weekdays as well as twenty-four (24) hours a day on weekends and holidays, which is referred to as the “after-hours hotline.” The selected Vendor will be required to conduct this work efficiently, accurately, and consistently to enable an effective DCYF response that promotes child safety and family well-being.
Documents

RFP-2022-DCYF-01-AFTER

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Release Date December 30, 2020
Closing Date/Time February 9, 2021
Program Area Division for Children Youth and Families (DCYF)
Contact Jennifer Hackett
Telephone (603) 271-9605
E-mail Address Jennifer.Hackett@dhhs.nh.gov

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State of New Hampshire
Department of Health and Human Services
REQUEST FOR PROPOSALS RFP-2022-DCYF-01-AFTER
FOR
After-Hours DCYF Central Intake Hotline
December 30, 2020
New Hampshire Department of Health and Human Services
After-Hours DCYF Central Intake Hotline
Dear Colleagues,
I hope this letter finds you well. I am excited to share with you this solicitation for a vendor to provide after-
hours access to the Division for Children, Youth and Families’ (DCYF) central intake hotline.
The central intake hotline is the place that community members in New Hampshire call when they are
concerned that a child may be experiencing abuse or neglect. It is the “front door” to the child and family serving
system in our state. When a reporter calls, staff at the hotline gather information about the concern and then make
critical decisions about whether and in what way DCYF should follow up. In this way, the central intake hotline is
similar to other emergency or crisis hotlines (e.g., 911 or mental health crisis hotlines).
As with other types of crises, concerns for child safety can occur at any time. To ensure that these concerns
can be addressed quickly, in 2017 DCYF contracted with a vendor to operate the hotline outside of normal business
hours (4:30 pm 8 am M-F and 24 hours on holidays and weekends). The hotline is now accessible 24 hours per
day, 365 days per year. With this RFP, we are looking for a vendor to help us continue to operate this essential
service during the hours of 6:30 p.m. to 7:00 a.m., Monday through Friday and twenty four (24) hours on weekends
and holidays, of which not covered by DCYF staff.
For this solicitation, we are interested in hearing from vendors who have the experience and operational
capacity needed to operate the after-hours hotline effectively, and who are committed to working closely with
DCYF to ensure seamless coordination between the daytime and after-hours hotlines. Experience in child welfare
is not a prerequisite to responding to this RFP, and DCYF will train and support the selected vendor as needed. In
addition, DCYF recognizes that organizations and agencies outside of New Hampshire may be well positioned to
provide the services described in this RFP, and we welcome responses from these entities.
I also want to acknowledge that COVID-19 has likely made it harder for your organizations to
respond to funding opportunities. To make the process of submitting proposals for Afterhours hotline as easy and
safe as possible for you and your organizations, DHHS and DCYF have made several adjustments to the standard
solicitation process. While we have detailed the full list of changes in the RFP and support appendices, please see
below for a few key dates and information to keep in mind:
Responses are due by February 9, 2021, by 11:59 pm, giving you six weeks to complete your proposals.
o For details on what those application components entail, please see:
Appendix H, Proposal Checklist, which is available on the same webpage where you can find
the RFP.
For a more comprehensive summary please see Sections 3, 6, and 7 of the RFP itself.
o To make a submission easy and safe, organizations must submit their proposals via email:
To: DHHS Contracts Unit (DHHS-contracts@dhhs.nh.gov)
Cc: Jenn Hackett (Jennifer.Hackett@dhhs.nh.gov).
On behalf of the entire DCYF team, I thank you for your interest in this solicitation and commitment to
supporting the well-being of children and families across New Hampshire. We look forward to collaborating with
you to improve the child and family serving system in the months and years to come.
Please do not hesitate to reach out to Jenn Hackett (Jennifer.Hackett@dhhs.nh.gov) with any
questions. Here are some examples of how Jenn can help:
o Need help understanding the RFP or need clarification to develop your proposal?
From December 30th to January 7, 2021, you can ask Jenn questions about any information
contained in the RFP or the components of the technical/cost application.
This RFP represents an exciting new chapter for our state’s child and family serving system. I sincerely
hope you will consider this opportunity to work with DCYF, acknowledging that doing so will require devoting
RFP-2022-DCYF-01-AFTER
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New Hampshire Department of Health and Human Services
After-Hours DCYF Central Intake Hotline
what precious time you have available in the context of COVID-19 to developing a strong proposal. Thank you in
advance for your agency’s time and energy in this otherwise difficult time.
Be well,
Joseph E. Ribsam Jr.
Director
Division for Children, Youth, and Families
NH Department of Health and Human Service
RFP-2022-DCYF-01-AFTER
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New Hampshire Department of Health and Human Services
After-Hours DCYF Central Intake Hotline
Table of Contents
1. INTRODUCTION: ................................................................................................................ 5
1.1. Purpose: ........................................................................................................................................ 5
1.2. Background on DHHS: ................................................................................................................ 5
1.3. Background on DCYF:................................................................................................................. 5
1.4. Program goals and strategic priorities:......................................................................................... 7
1.5. Contract Period:............................................................................................................................ 8
2. STATEMENT OF WORK: .................................................................................................. 8
2.1. Covered populations and additional information on the population: ........................................... 8
2.2. Scope of Services: ........................................................................................................................ 9
2.3. Reporting and Deliverable Requirements: ..................................Error! Bookmark not defined.
2.4. Performance improvement and performance metrics: ................Error! Bookmark not defined.
3. PROPOSAL EVALUATION: .................................................Error! Bookmark not defined.
3.1. Overview of proposal evaluation process: ..................................Error! Bookmark not defined.
3.2. Details of technical question application, including questions: ..Error! Bookmark not defined.
3.3. Details on cost application, including budget guidance:............................................................ 23
4. FINANCE:............................................................................................................................ 24
4.1. Financial Standards: ................................................................................................................... 24
4.2. Description of payment structure ............................................................................................... 24
5. COMPLIANCE: .......................................................................Error! Bookmark not defined.
6. PROPOSAL PROCESS:..........................................................Error! Bookmark not defined.
7. PROPOSAL OUTLINE AND REQUIREMENTS: ..............Error! Bookmark not defined.
8. MANDATORY BUSINESS REQUIREMENTS:..................Error! Bookmark not defined.
9. ADDITIONAL INFORMATION: ..........................................Error! Bookmark not defined.
RFP-2022-DCYF-01-AFTER
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New Hampshire Department of Health and Human Services
After-Hours DCYF Central Intake Hotline
1. INTRODUCTION:
1.1. Purpose:
The Purpose of this RFP is to contract with one Vendor to receive and screen reports of abuse and neglect for the
Department’s Division of Children, Youth and Families (DCYF) from 6:30pm to 7:00am on weekdays as well as
twenty-four (24) hours a day on weekends and holidays, which is referred to as the “after-hours hotline.The
selected Vendor will be required to conduct this work efficiently, accurately, and consistently to enable an effective
DCYF response that promotes child safety and family well-being.
1.2. Background on DHHS:
The NH Department of Health and Human Services (DHHS) is responsible for promoting the health, safety, and
well-being of the citizens of New Hampshire. To achieve that goal, DHHS provides services for children, families,
individuals, and seniors in areas such as mental health, developmental disabilities, substance abuse, and public
health. DHHS does this work through partnerships with families, community groups, providers, other state and local
entities, and NH citizens.
1.3. Background on DCYF:
1.3.1. About DCYF
The NH DHHS Division for Children, Youth, and Families (DCYF) provides and manages services that strengthen
families, keep children safe, and help families thrive. Through its responsibilities in both Child Protection and
Juvenile Justice, DCYF works to support children, youth, and families together in their own homes and communities
whenever possible. To achieve this, DCYF partners closely with families, the provider community, and other DHHS
divisions.
1.3.2. About DCYF Child Protective Services
Families often have initial contact with DCYF when a community reporter calls the DCYF central intake hotline
with a concern that a child is being abused or neglected as defined in New Hampshire RSA 169-C1. When a reporter
calls the hotline, they provide key information about the child and family and describe their concern to a call
screener. The screener then makes a determination about whether the concern described warrants a DCYF Child
Protective Services assessment (i.e., investigation) for child abuse and neglect based on a set of screening criteria.
If a concern does not rise to the level of warranting an assessment for child abuse and neglect, the call is “screened-
out,” and the caller is advised that no further action will be taken by DCYF and, if appropriate, is directed to other
community resources that can help meet the needs of the family.
If the concern does warrant an assessment for abuse and neglect, the call is “screened-in” and sent to one of DCYF’s
field offices. The field office then reviews the report and sends a DCYF assessment worker to meet with the family,
investigate the allegations (including gathering information from other family members or community members
who know the family), and assess current safety of the child(ren) and risk of future maltreatment. After conducting
the assessment, the Division may decide to intervene to establish court-ordered services if necessary to ensure the
child’s safety, provide services through a voluntary case with DCYF, provide connections to community resources
that can support the family, or take no further action if appropriate. Figure 1 below displays a simplified version of
a how a family might move through DCYF intake and assessment in New Hampshire. The ability of DCYF to
1 http://www.nhdcyf.info/rsa/169-c.html
RFP-2022-DCYF-01-AFTER
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