2-1-1 First Call for Help Request for Proposals For Temporary Staffing for Non-Profit Call Center

Transcription

1 2-1-1 First Call for Help Request for Proposals For Temporary Staffing for Non-Profit Call Center BACKGROUND First Call for Help is a 501(c) (3) tax-exempt organization, which provides access via three digit dialing to health and human services information by landline, cell phone and VOIP and at a companion web site for the state of NJ 24/7, 365 days per year in our Parsippany location. SOLICITATION The First Call for Help organization is soliciting proposals from qualified companies or individuals to: 1. Provide staffing support through temporary placement at First Call for Help 2. Provide payroll support and services 3. Provide payroll services for existing temporary staff of 11 (optional). 3. Provide workers compensation and an optional health insurance option, and 4. Provide a system for ongoing communication and evaluation of participant services First Call for Help must receive proposals in response to this RFP no later than 3:00 p.m. Eastern Daylight Time on Wednesday, May 26, First Call for Help is committed to equal opportunity in its procurement and contracting process. The successful bidder shall provide enrollment, payroll and insurance services to qualified candidates for the position of Call Specialist (see attachment A). The key responsibilities include ability to: 1. Assist callers by supplying current service information and appropriate referrals. 2. Advocate on behalf of callers as necessary. 3. Follow-up with callers and/or agencies as necessary. 4. Maintain accurate caller records. 5. Cooperatively maintain and develop service database with all staff. Input new agency and program information. Update information as needed. Be continuously on the lookout for new information sources. Telephone experience is a must with non-profit degree or experience preferable, Spanish speaking candidates are a plus.. Current Staffing Level Part Time Temporary: 6 Full Time Temporary: 5 Number of Staff Eligible for Payroll Services: 11 Current Hourly Rates: $11 $15/hour

2 PROPOSAL FORMAT Respondents are required to submit proposals in the format described below so that First Call for Help can evaluate all proposals on an equal and timely basis. Responses to the Proposal may not exceed 5 pages in total. General Information Provide a brief description of your organization. List the contact name, address, phone number, fax number, and address of all of your facilities in NJ that would provide service to First Call for Help. Include how many temporary workers are enrolled in your business on a daily basis, and three (3) references of companies that currently use your services. Customer Service & Qualifications Provide a brief description of the services that you would provide to First Call for Help and participants, including method for enrollment and payroll services. description of the individual(s) that would be responsible for enrolling participants, including their qualifications and length of service in their current position. consistency of service is ensured for First Call for Help and its participants in the event that there is a change in the primary contact assigned to the First Call for Help account. description of how your agency would ensure the quality and timeliness of services, as well as ongoing communication with First Call for Help administration and its participants. information about prior work that has been done demonstrating your qualifications in the following areas: 1. Experience providing enrollment, payroll, and insurance services for preidentified individuals, 2. Experience working with student interns and/or teacher externs and instructors, and 3. Experience working with or placing individuals in the life sciences industry. Pricing Please provide the markup percentage rate for providing enrollment, payroll and insurance qualified candidates; include an explanation of cost/charges per service. the markup percentage rate for providing payroll services and insurance for existing staff with an explanation of cost/charges per service. details for converting a temporary hire to permanent placement as a regular employee with First Call for Help. details and terms for processing payment. Police check for identify theft / fraud and drug and alcohol screening

3 EVALUATION PROCESS First Call for Help staff will screen all proposals for completeness and compliance with the terms and conditions of the RFP. Proposals clearly inconsistent with the RFP requirements will be eliminated from consideration. The staff s recommendation will be presented at the First Call for Help Board. The First Call for Help Board will designate the respondent to be awarded the contract based upon consideration of the review panel s recommendations. Respondents are advised that the First Call for Help Board, based upon the results of the evaluation process and the recommendations of the review panel and staff, will make the final selection. Ex Parte Communication It is the policy of First Call for Help to prohibit ex parte communication with any board member. Respondents directly contacting board members or evaluators risk elimination of their proposals from further consideration. The Executive Director of First Call for Help will distribute any written communication from potential respondents to all board members. SELECTION The determination of the successful proposal will be based upon information supplied by the respondent in response to this RFP and upon other information that will be obtained by the staff as is deemed necessary. The lowest-cost respondent may not be determined to be the most responsive one when all factors of evaluation of the proposal have been considered. However, the quoted pricing information will be an important factor in the determination of the successful proposal. The First Call for Help organization reserves the right to negotiate with any respondent after proposals are opened, if such action is deemed to be in the best interest of the First Call for Help. RESPONDENT ASSISTANCE AND CONTRACT AWARD SCHEDULE RFP Schedule Starting May 12, 2010, the RFP for Temporary Staffing services will be available by invitation and also downloadable at Those downloading are requested to notify Laura Zink Marx lmarx@nj211.org at First Call for Help so that they may be added to the mailing list and notified of any changes.

4 Respondent Assistance Respondents may submit questions in writing to Laura Zink Marx, Executive Director at Respondents should also contact Laura Zink Marx in writing if they find any inconsistencies or ambiguities in the RFP. To ensure a fair and objective evaluation, answers to questions submitted in writing will be provided in writing to all known recipients of the RFP. Contract Award and Term The First Call for Help Board will make final selection of the successful respondent on or before June 10, The term of the agreement shall begin immediately following signing of the contract First Call for Help reserves the right to negotiate extensions of the agreements for a time period not to exceed a total of three years. - PROPOSAL SUBMITTAL Proposals must be received and receipted by First Call for Help no later than 3:00 p.m. Eastern Daylight on Wednesday, May 26, If submitting via commercial carrier (e.g. FedEx, PS, USPS), submit one original signatory and two copies of the proposal to: Laura Zink Marx Executive Director NJ Partnership 299 Webro Road Parsippany, NJ Electronic Proposals can be addressed to Laura Zink Marx lmarx@nj211.org.

5 Attachment A First Call For Help, Inc. Position Description Position Title: Status: Salary Range: Reports to: Call Specialist Full and/or Part Time $12 - $14/hour Supervisor and Call Center Manager Overview: Responsible for providing a compassionate response to individuals seeking health and human service through the service, New Jersey s comprehensive information and referral service. Must be able to understand the complex array of services available and appropriately match that information with the needs of inquirers. Primary work with clients is on the telephone, so excellent telephone skills are essential. Contact with clients will also be through and instant messaging. A social work focus is helpful in working with inquirers. Essential Functions: 1. Assist callers by supplying current service information and appropriate referrals. 2. Advocate on behalf of callers as necessary. 3. Follow-up with callers and/or agencies as necessary. 4. Maintain accurate caller records. 5. Cooperatively maintain and develop service database with all staff. Input new agency and program information. Update information as needed. Be continuously on the lookout for new information sources. 6. Represent First Call For Help at various providers meetings. 7. Participate in training and staff development activities. 8. Cooperate with other staff to ensure that service hours are fully covered. 9. Other duties/special projects as assigned. Necessary Skills/Qualities: BA in related field Excellent telephone manner Compassionate, nonjudgmental Computer literate Resourceful and organized Desirable Skills/Qualities: Bilingual (English/Spanish) Knowledge of Northern NJ Experience with databases Experience with Internet Police Check and Drug Screening Required