Specifications include, but are not limited to: The Offeror must provide customer-centric staff to courteously and timely respond to stakeholders and the public through various methods including, but not limited to, telephone, email, mailings, on-site visits, informational website postings, portal responses, etc. The Offeror is required to provide language translation service availability for both verbal and written correspondence, with languages inclusive of, but not limited to Arabic, Bengali, Chinese, French, Haitian-Creole, Italian, Korean, Polish, Russian, Spanish, Urdu and Yiddish. Additionally, all correspondence must include the Offeror’s name as associated with their Federal Employer Identification Number (FEIN). The Offeror may propose innovative and alternative outreach and response methods for OMIG review. OUTREACH & RESPONSE - Every call and email received must be responded to within one business day of receipt. Outreach to various stakeholders to obtain information on case reviews must be conducted within two weeks from the identification of the potential case, and regularly thereafter to obtain required information. All incoming and outgoing correspondence must be documented within the case management system. The volume of calls and emails received can vary drastically and are dependent upon many factors including, but not limited to the effectiveness and timeliness of the Offeror’s responses and outreach. The Offeror should be prepared to field a high volume of both calls and emails daily (estimates of up to 55,000 annually). This includes contact from the public, OMIG prompted escalation requests, LDSS requests and referrals, court, and clerk office contacts, etc. Caseworker staff must be sensitive to the personal nature of their interactions and need to have the ability to deescalate upset or emotional stakeholders if needed while still providing required information on established processes. While the nature of the work requires the recovery of funds, this should be pursued in a manner sensitive to the circumstances recipients and their families undergo when experiencing injury or death. All staff tasked with handling calls from the public will be required to take specialized training specified and/or approved by OMIG, including grief sensitivity training, annually and at no cost to OMIG...
