NJ211 Partnership – Request for Proposal March 3, 2008 Page 1

NJ211 Partnership – Request for Proposal
March 3, 2008
Background/Overview
2-1-1 is a system of support, using inbound calls as well as a Web site (www.nj211.org) with Instant
Messaging capability, that is intended to provide free, personal assistance to anyone trying to navigate
their way through the vast network of health and human services, government assistance programs and
local community resources in our state. 2-1-1 is aimed at lessening the burden of callers by providing
understanding and compassion along with the information that is needed to address the caller’s
concerns.
The 2-1-1 system is built on courtesy, empathy, professionalism, evaluation, help and hope, accuracy,
follow-up, engagement, discipline and rapport building. It is an enhanced model of response that is
client-driven and more than just “three referrals” in reaction to the caller’s presenting problem.
Following a national movement, that currently includes 39 states which adhere to a 2-1-1 system, the
NJ Board of Public Utilities (BPU) designated 2-1-1 as the three digit dialing code for easy access to
health and human services, government assistance and local community resources. The NJ211
Partnership is now seeking bids to establish an NJ 211 call center model that will include two regional
call center sites servicing NJ 211 clients.
The goal of the Partnership is to locate one of the call centers in the northern region of NJ and the
second in the southern region of the state. Creating a two-call-center-model will allow for overflow
capability during times of peak telephone traffic as well as ensure there is a business resumption site
available in the event of a power failure or a disaster in any one region. Under normal circumstances
only one call center will be open 24/7. Applicants should complete this proposal based upon 24/7 usage.
Purpose of Request
The NJ211 Partnership is establishing two call centers that have the infrastructure (detailed in this RFP)
to fully support a statewide system designed to connect people in need of assistance with service
providers who can help, while adhering to standards and procedures that focus on compassionate
concern and a client-driven response. The client experience, based on NJ 211’s ability to demonstrate
empathy, knowledge, compassion, advocacy, follow-up and professionalism with every client call,
should be one that differentiates NJ 211 as the leader in delivering world-class service to the residents
and business partners within the State of New Jersey.
The NJ211 Partnership, a subsidiary of the United Ways of New Jersey, firmly believes in the benefits
of a competitive process. Any applicant who meets the eligibility criteria, as outlined in this RFP, is
encouraged to submit a completed proposal no later than 5:00 PM on April 15, 2008.
Get Your Questions Answered at the Bidder Conference
A conference will be held to review the requirements of this RFP and to answer any questions. It is
expected that the meeting will be approximately 90 minutes in duration. Bidders are strongly
encouraged to attend, as this will be the only opportunity to ask questions or seek guidance. Please
register for this meeting no later than March 14, 2008 by sending an e-mail to proposals@nj211.org
and stating that you are planning to attend.*
*Security regulations at the PSE&G Training Center, require that all individuals attending must register
in order to gain access to the facility.
Meeting Location and Time:
March 19, 2008 at 10:30 AM
PSE&G Edison Training Center
234 Pierson Ave
Edison, NJ 08837
(Directions Included)
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NJ211 Partnership – Request for Proposal
March 3, 2008
CALL CENTER SPECIFICATIONS
Size
Each facility must have a minimum of 2,500 square feet.
Staffing Requirements and Personnel
Staffing requirements of each call center will include the following full-time employees -
A minimum of 6 and maximum of 9 Community Resource Specialists (CRS) with the ability to
expand based on growth and anticipated increased volume of calls
1 Call Center Manager
1 Assistant Manager
3 Shift Supervisors (After-hours and weekend calls will be handled in one of the regional
centers.)
1 Training Specialist/Coach who will work with both call centers
In the event of a disaster or emergency, additional resources are required to manage increased call
volume. Each applicant is expected to submit their Disaster Recovery Plan/Business Resumption
Plan including the process of increasing staff to manage additional call volume during an
emergency, and a roster of trained volunteers.
Training is a critical component of staff development, succession planning and job enrichment.
Each applicant is expected to submit their formal Training Plan and Curriculum (for new hires and
ongoing training) and include training programs with dates completed for each individual staff
member for the period of 1/1/07 – 12/31/07
Personnel management is key to maintaining staff satisfaction as well as client satisfaction. Each
applicant is expected to document their process for Hiring, Coaching, Corrective Action and
Termination.
Maintaining proper staffing levels is imperative to ensuring that calls are answered efficiently and
within standards. Each applicant is expected to submit a Staffing Level report for the period of
1/1/07 – 12/31/07 indicating absences, vacations, and open positions. Additionally, the report is to
include how many vacancies occurred during that time period and how long they remained vacant
until the job was filled.
Applicants must practice non-discrimination; and must comply with all requirements of New Jersey
Law 1975, Chapter 127 regarding Affirmative Action.
Data Content Management Requirements
• Applicants must have and be familiar with IRis 3.0, the software used for the 2-1-1 database.
• Applicants must be capable of complying with the following operating procedures that have
been established by the Partnership with regard to regular maintenance of the 2-1-1 database:
Review every resource record in the database for accuracy annually
Maintain and regularly (at a minimum on a monthly basis) update the 2-1-1 database
within specific geographic codes in accordance with the established procedures
Transmit their database to update the statewide IRis on the Web databank per a prearranged
schedule
• Applicants must be capable of adhering to all standards established by the Partnership
pertaining to data entry, Keyword, Style Guides, and the Needs Classification List
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NJ211 Partnership – Request for Proposal
March 3, 2008
Data Collection Requirements
Applicants must be capable of strictly adhering to the following procedures for data collection
including the recording of:
• Call Types as established by the Partnership
• Unique data elements needed for reports generated for funding sources
• Standard caller data elements such as:
Municipality
Zip Code
Sex
Age Range
Income Range
Language Used In Call (Spanish, English, etc.)
Type of Service Provided
Relationship To Client
Need
Referrals Given
Telephony and Internet Specifications
Under the current model, NJ 211 call centers receive a combined total of approximately 16,000
calls each month. Applicants must be capable of achieving the following standards, conform to
operating procedures set by the NJ211 Partnership and have, or be willing to upgrade to, the
environment needed to satisfy the following requirements:
• a voice T1 circuit
• a data T1 circuit
• MPLS voice over IP (VoIP) service
• an IP Office 406 Version 2 control unit
• Contact Store recording equipment
• Have the ability to manage Instant Messaging technology and coordinate timely response to
inquiries generated
• Have a TTY machine to respond to inquiries from the deaf or hard of hearing population
• Have 24/7 access to interpreter services for callers whose native language is not English
• All CRS staff will answer incoming calls by wearing a headset, so that online, real-time data
can be input into standard NJ 211 applications and systems with ease and accuracy
• Have the ability to voice record 100% of incoming calls to provide the ability to review calls
for quality assurance and adherence to NJ 211 standards
• Employ the auto attendant script that the NJ211 Partnership will provide with announcements
and directives that prompt callers to use pre-designated key presses
• Follow all directives set by the NJ211 Partnership that ensure standardized and professional
client experience at each call center
• Although one call center will be designated as the provider of 24/7 coverage, both call centers
must be capable of providing 24/7 emergency coverage should this become necessary in the
event of an emergency closing of one call center.
• One call center will be designated by the NJ211 Partnership as the center with operating hours
that are limited to normal business hours. Having been designated as such, the center must
have the capacity to transfer after-hour calls to the 24/7 call center.
Reporting capabilities
2-1-1 call centers must provide the Partnership with monthly and quarterly reports as well as any
other ad hoc reports requested of them for special projects and/or human service needs. Each
applicant must submit examples of monthly and quarterly reports (in addition to Attachment A)
documenting the productivity and performance of the call center.

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NJ211 Partnership – Request for Proposal
March 3, 2008
Quality control requirements
In an effort to evaluate your organization’s capabilities in managing the client experience as well as
quality assurance, respondents are required to provide the NJ211 Partnership with a report
consisting of 31 days of call activity from March 1, 2008 – March 31, 2008. (See Attachment A)
Required Management Routine
Call centers must be capable of implementing the following management procedures:
• On-site call monitoring of 48 calls annually for each Community Resource Specialist (CRS) to
ensure adherence to the goal of providing compassionate navigation through New Jersey’s vast
network of health and human services, and compliance to NJ 211 Call Protocol which includes:
The ability to answer incoming calls within three rings (approximately 21 seconds)
using the standard NJ 211Greeting including thanking the client for calling NJ 211,
identifying the Community Resource Specialist receiving the call by name and asking,
“How may I help you”
Assessing the Need by utilizing open-ended questions to identify the caller’s “real”
needs rather than just their “perceived” needs so that appropriate solutions and referrals
can be identified.
Demonstrating Empathy for the client by acknowledging the client’s need and assuring
the client that the CRS will assist them by saying things like: “I understand your
concern.” “I see that this is very important to you.” “I will certainly work with you to
assist you in resolving your concern.”
Exploring the community resources available and providing the most suitable resources
to meet and/or resolve their need(s)
Closing the call with the required NJ 211 protocol by asking one or more of the
following questions or making the encouraging statement, depending upon the
situation: “Is there anything else that I may do for you today” “Please call me back if
the referral I have given you does not satisfy your need.” “Would it be OK if I called
you tomorrow to see how things are working out for you” and thanking the client for
calling NJ 211.
When placing the client on hold, the CRS is expected to first ask the client’s permission
to place them on hold. While on hold, the client should hear standard music with
confirmation of the hold status. When the CRS returns to the line, the CRS is expected
to thank the client for holding before resuming the call.
Warm Transfer when applicable
When responding to inquiries generated through Instant Messaging technology on the
NJ 211 Web site, messages should be answered within ten minutes using the same
response methods that are used when speaking with clients on the telephone. The CRS
must address the client’s question/concern with clear, grammatically correct language
without any use of IM jargon, which is considered inappropriate and unacceptable in
this setting.
• Review telephony reports weekly to ensure compliance with NJ 211 requirements
• Provide key metrics, such as Abandon Rate, Percent of Calls Answered, and Call Wait Time
• Provide continuous coaching on client servicing behaviors to ensure the demonstration of the
following in every client experience
Courtesy
Rapport Building
Engagement
Empathy
Professionalism
Appropriate Assessment
Support

NJ211 Partnership – Request for Proposal
March 3, 2008
Accuracy of Referral
Follow-up
• Achieve satisfactory compliance rate of 95% to all of the above stated NJ 211 requirements
• Management of each call center is expected to attend regularly scheduled and ad hoc NJ 211
meetings.
PROPOSAL SUBMISSION PROCESS
Please include the following in your proposal:
• Cover sheet that is signed and dated by the Chief Executive Officer providing a summary of
what is included in your submission
• A summary narrative (limited to two pages) of your organization’s operating style as it pertains
to the following points:
o 2-1-1 works towards solutions. With that in mind, please explain what your
organization typically does to build a plan of action with its callers.
o How is your staff taught to engage a caller who is overwhelmed by the life situations
he/she is facing
o What is your call-transfer policy
o How do you define a caller-in-crisis vs. non-crisis
o What does your CRS staff do (specifically) to help a client navigate through New
Jersey’s vast network of programs and services What is done if no viable services are
found
o How do you measure success
• Please include your mission statement, guiding principles, a listing of current programs
managed by the organization, and principal sources of funding.
• Job descriptions/staff qualifications for positions included in the Staffing Section of this RFP
• Formal Training Plan and Curriculum (for new hires and ongoing training) as described in the
Staffing Section of this RFP
• Documentation supporting your processes for Hiring, Coaching, Corrective Action and
Termination as described in the Staffing Section of this RFP
• Staffing Level Report as described in the Staffing Section of this RFP
• A brief narrative addressing your organization’s ability to mobilize resources and volunteers to
assist in a time of emergency (as noted within the Staffing Section of this RFP.)
• Code of Ethics Policy to which your organization adheres
• A listing of the organization’s Board of Directors
• A copy of the organization’s most recent audited financial records
• A copy of the organization’s 501(c)(3) certificate (if applicable)
• Completed submission of Attachment A [31-Day Call Activity Sheet]
• A budget that identifies all operating costs in line item categories [Attachment B]. Attach a
separate schedule detailing personnel costs based upon call volume.
• Attach an organizational chart which lists management positions and staffing levels for each
shift in the call center.
• Signed submission of Attachment C [Verification of the existence of a Business Continuity
Plan for your organization in the event of an emergency] with your organization’s Disaster
Recovery Plan/Business Resumption Plan attached
• Completed submission of Attachment D [Verification of your organization’s ability to satisfy
the requirement set forth in this RFP]
• Proof of Worker’s Compensation and Employer’s Liability Insurance
• Proof of General Liability Insurance (Please note that if your organization is awarded this
contract, the NJ211 Partnership requires a minimum coverage of $1,000,000 and the NJ211
Partnership must be named as Additional Insured on this policy.)
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NJ211 Partnership – Request for Proposal
March 3, 2008
The NJ 211 Partnership may, at its discretion, modify the contents or requirements of this Request
for Proposal at any time prior to the expiration of the RFP period for purpose of further clarification
or additional information. Any such changes/modifications will be provided to all registered
bidders, and sufficient time will be given to allow for appropriate response. Register your intent
to bid by sending an e-mail, stating your intent, to proposals@nj211.org .
All submissions are due by 5:00 PM on April 15, 2008.
All proposals should be submitted via e-mail to proposals@nj211.org.
An e-mail will be sent from the NJ211 Partnership confirming receipt of your completed proposal.
No changes or additions will be permitted after this date.
CONSIDERATION OF PROPOSALS
All proposals meeting the required specifications will be reviewed by an impartial team of five
professionals who will review proposals according to the criteria outlined in this RFP, using the
Evaluation Worksheet (Attached) as a guide and basis for recommendation. This Review Board
reserves the right to meet with any and all applicants before a determination is reached if they so
choose.
The decision reached by this Board is binding and will be announced on May 9, 2008. Each
applicant will be notified by mail, fax and/or telephone to inform them of the results.
The NJ211 Partnership reserves the right to reject any and all proposals when circumstances indicate
that it is in the best interest to do so. Best interest in this context includes, but is not limited to, loss of
funding, inability of the applicant to provide adequate services, indication of misrepresentation of
information and/or non-compliance with State and Federal laws and regulations, and procedures set
forth in this RFP.
The contents of the proposal submitted by the successful organizations may become part of the
agreement for these services. The successful organizations will be expected to sign said agreement with
the NJ211 Partnership. The return of the executed contracts within thirty (30) days is an element
essential to the RFP. Call centers chosen by the NJ211 Partnership are expected to be fully operational
by start of business on July 1, 2008.
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