Child Support Enforcement (CSE) Customer Service Call Center services

The State of Nebraska’s Department of Health and Human Services is seeking a qualified vendor to operate a centralized Customer Service Call Center for its Child Support Enforcement program. The contractor must staff at least 14 full‑time customer‑service representatives (including two outbound agents), provide on‑site supervision, training, quality‑assurance, and management, and operate within the existing Wausa facility using DHHS‑provided telephony, CHARTS case‑management, and VRU systems. All staff must receive pay parity with state employees, comply with HIPAA and other security standards, and submit monthly and quarterly performance reports. The contract is a four‑year base period with an optional four‑year renewal and includes a 45‑day transition window after award. • Operate live‑operator inbound call center (minimum 14 FTE) with ≤ 4‑minute queue/hold times. • Provide two dedicated outbound outreach representatives and multilingual/TTY support. • Use DHHS‑provided technology (CHARTS, VRU) and meet HIPAA, IRS 1075, NIST, and state cybersecurity requirements. • Maintain staffing pay parity, submit monthly invoices (by 10th) and quarterly reports, and adhere to liquidated‑damages provisions for start‑up delays.