Admin and Maintenance of LEAP HEAT Help Call Center RFP

The Colorado Department of Human Services is seeking a vendor to provide administration and maintenance of the HEAT HELP call center for the Low-Income Energy Assistance Program (LEAP). The call center will provide information and assistance to callers seeking help with energy assistance, weatherization, and other related services. The vendor will be responsible for providing a fully operational toll-free phone number, answering calls, and providing referral services to callers. The contract will be for an initial term of one year, with the option to renew for up to four additional years. • The call center will operate 24/7 and will provide services in English and Spanish, with interpretative services available for other languages. • The vendor will be responsible for ensuring that operators are available to answer calls and provide assistance to callers. • The vendor will also be responsible for providing training to operators and ensuring that they have the necessary knowledge and skills to provide assistance to callers. • The vendor will be required to submit monthly reports and data to the State LEAP Office. • The contract will be a fixed-price or not-to-exceed contract, and the vendor will be required to provide a detailed budget and cost proposal as part of their response to this RFP.