8210 - MENTAL HEALTH CONTACT CALL CENTER AS A SERVICE & UNIFIED COMMUNICATIONS AS A SER

Washtenaw County Community Mental Health (CMH) operates a 24x7 Mental Health Crisis Hotline (Access Line) which provides services to individuals who are in crisis and are seeking immediate help. ( https://www.washtenaw.org/839/Community-Mental-Health)  It is essential that this Access Line is always operational, that call quality is extremely high, that calls are answered quickly, that agents are not restricted to a single site and that end-to-end support is well defined and understood.  
There are about 330 employees in CMH, of which less than 50 may take Access Line calls at some time or another.  Other employees, including behavioral health professionals, may receive a handoff from the Access Line to a desk phone or a County-issued cell phone.  Cell phones are used extensively and are frequently forwarded to from desk phones. 
Access Center agents are located on-site at 555 Towner, in Ypsilanti, and at 750 Towner in Ypsilanti, with failover phones located at 2410 East Ellsworth in Ann Arbor.  Agents are currently restricted to these three sites, but the new system must enable workers to be located anywhere in the region, on or off the County network.    
Call volumes average 6,000-7,000 per month and primarily originate from outside the County network. Calls come from individuals seeking assistance within Washtenaw County, from after-hours rollover of individuals seeking assistance from Lenawee, Livingston and Monroe Counties, from Washtenaw County health care facilities and from Washtenaw County law enforcement agencies seeking assistance with an individual.  
Washtenaw County Community Mental Health (CMH) is seeking proposals from qualified bidders to provide a new Cloud based telephony and contact centers (UCaaS and CCaas). The response to this RFP should include your best offer to provide the systems and services described within this document.