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    Enhanced Medicaid - Call Center Services RFQ


    The Montgomery County Department of Job and Family Services (MCDJFS) is soliciting Request for Quotes / Qualifications (RFQs) from provider(s) who can provide Call Center Services to  Montgomery County - Enhanced Medicaid Customers for an upcoming time period commencing September 10, 2013 for approximately 6 months to (1) one year with a possible (1) one year extension.

    An Informational Session will be held on August 20, 2013 at 10:00 a.m. at the Job Center located at 1111 S. Edwin C. Moses Blvd. in Conference Rooms C2 / C3

    Quotes and Qualifications must be submitted for Enhanced Medicaid – Call Center Services by Tuesday, August 27, 2013 no later than 12:00 p.m. noon


    (Note: a sliding scale for call volume and a maximum number of daily call ability to serve is recommended as Montgomery County is not able to project the volume of incoming calls that will be received for this project)

    Target Population:

    Montgomery County currently has 119,000 existing Medicaid recipients.  A proposed Medicaid expansion plan may add a potential 29,000 additional, newly eligible Medicaid recipients. All customers will be referred by Montgomery County Department of Job and Family Services (MCDJFS).  In addition a call center phone number will be advertised. Training and script will be provided by Montgomery County to the selected vendor’s call center staff. 

    Solicitor Project Requirements:

    All solicitors of services specified in this RFQ must:


    • Have a history of providing Call Center Services.
    • Have equipment capable of receiving, monitoring, and tracking incoming calls.
    • Call center staff is required to have web access with the possibility of instant messaging services.
    • Provide either a local line or 800 line for Montgomery County callers to access during business hours.
    • Provide call center staff with customer service training, professionalism and completed background check.
    • Montgomery County serves a large refugee population.  The selected vendor must be able to propose a plan to answer calls in Spanish as well as other languages.
    • Demonstrate an in-depth understanding and ability of how to provide these services effectively with the designated target population.
    • Have the organizational capacity to provide the proposed services.
    • Have the necessary insurance in the State of Ohio (minimum requirement: one million dollars ($1,000,000.00) per claim and three million dollars ($3,000,000.00) in the annual aggregate).


     Questions concerning this RFQ may be directed to:

                Lori Byrd, JFS Supervisor - Finance & Administrative Services

                Montgomery County Department of Job and Family Services

                1111 S. Edwin C. Moses Blvd., Room 16, Contracting

                Dayton, OH  45422

                Telephone: (937) 225-6188

                E-mail: MCDJFS-CD@odjfs.state.oh.us