As is further detailed below, the Executive Office of Housing and Livable Communities (“EOHLC,” “Department,” or “Agency”) seeks a qualified Bidder (which may also be also referred to as “Contractor,” “vendor,” “applicant,” or “respondent”) to provide a state-wide, 24 hours a day, 7 days a week hotline with an easy to remember threedigit number to handle inquiries and make appropriate referrals to EOHLC programs, including but not limited to Emergency Assistance (“EA”) Family Shelter, Residential Assistance for Families in Transition (“RAFT”), Individual Shelter, and the Home Energy Assistance Program (“HEAP”), as well as to other applicable local resources. The Contractor will provide live Spanish and Haitian-Creole speaking agents, and will use an interpreter service with access to 150 languages. The Contractor will have a specialized skill on auto attendant to direct hotline callers into a housing-specific queue to decrease wait times for callers; callers will be routed to a housing specialist who is trained to answer housing-related calls. The Contractor will provide reporting back to EOHLC with custom reports, including but not limited to the following items: caller volume, caller needs/nature of requests, call referrals, and caller geography.
