ODH 57672 - BOSC-SFY26-27-Complaint Hotline 24/7 Answering Service

Location: Ohio
Posted: Feb 22, 2026
Due: Mar 10, 2026
Agency: State Government of Ohio
Type of Government: State & Local
Category:
  • R - Professional, Administrative and Management Support Services
  • S - Utilities and Training Services
Solicitation No: SRC0000034207
Publication URL: To access bid details, please log in.
Solicitation ID: SRC0000034207
Solicitation Name: ODH 57672 - BOSC-SFY26-27-Complaint Hotline 24/7 Answering Service
Original Begin Date: 9/25/2025 12:00:00 AM
Begin Date: 2/20/2026 12:44:48 PM
End Date: 3/10/2026 3:00:00 PM
Inquiry End Date: 3/6/2026 12:00:00 PM
Commodity: Call centre bureau services
MBE Set Aside: MBE Set Aside
Agency: DOH300400 - BUREAU OF SURVEY AND CERT
DOH-Dept of Health
Solicitation Status: Open for Bidding
Solicitation Type: Quick Quote

Solicitation General Information
In an MBE set-aside solicitation, only those bidders/suppliers with an active MBE certification at the time the solicitation closes can submit a response
Solicitation ID
SRC0000034207
Solicitation Name
ODH 57672 - BOSC-SFY26-27-Complaint Hotline 24/7 Answering Service
RFx Type
Quick Quote
Lot #
1
Solicitation Status
Open for Bidding
Round #
2
MBE Set Aside
Begin Date
2/20/2026 12:44:48 PM (ET)
Amendment?
End Date
3/10/2026 3:00:00 PM (ET)
Inquiry End Date
3/6/2026 12:00:00 PM
Summary

The Ohio Department of Health (ODH)  is required to perform intake of complaints against healthcare facilities under its jurisdiction including nursing homes, assisted living facilities, hospitals, and home health agencies.  One method of receiving complaints is via phone.  Currently, ODH staff may occasionally take live calls from complainants but due to an increase in volume and the time-intensive nature of such calls, most calls are directed to voicemail necessitating a return call by staff, and causing a delay in the processing, triage, and potentially the investigation of the complaint.  Further, ODH offices are only open Mon-Fri during business hours resulting in individuals being unable to submit a complaint via phone outside of those times.

To provide a 24/7 answering service for individuals wishing to submit complaints against healthcare facilities under ODH jurisdiction.  This will provide an enhanced level of customer service to the public while  enabling ODH staff to more expeditiously process and triage complaints.

Predecessor Contract
Process

Offerors will need to review the attached RFP ODH #SRC0000034207. Each Offeror must submit a technical proposal and cost proposal as part of its total Proposal before the opening time on the Proposal due date . Further, the Offeror must title the electronic files with “ODH RF Q P #SRC0000034207/DOH57672 - " Proposal”.
RFQ #SRC0000034207/DOH57672 - " Cost Sheet”.
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Award will be made to the Best Valued bid that meets ODH needs. Bidders must attached a copy of the cost sheet and their company wriiten proposal per section 7.1 of the RFQ document.

NOTE: This is round 2 of this solicitation, see all previoud inquiry questions for clarrification.

Ship To
Contracting Entity
DOH300400 - BUREAU OF SURVEY AND CERT
1 Record(s)
Participating Agencies
DOH-Dept of Health
1 Record(s)
Solicitation Documents
Keywords
Search Reset
Title Type Att. Validity End Date Validity End Date
RFQ Cost Sheet Complaint Hotline Public Solicitation Documents (Approved)
RFQ bid document Public Solicitation Documents (Approved)
2 Record(s)

Attachment Preview

OHIO DEPARTMENT OF HEALTH
REQUEST FOR QUOTE (RFQ)
Request #57672
The Ohio Department of Health (ODH) is soliciting proposals for professional services.
1. PROJECT INFORMATION.
1.1 Project Title: Complaint Telephone Hotline Answering Service and Complaint Submission
1.2 Proposal Due Date: Tuesday, March 10, 2026, by 3:00 p.m.
1.3 Posting Date: Friday: February 20, 2026.
1.4 Inquiry Start Date: Monday, February 23, 2026, 9:00 a.m.
1.5 Inquiry End Date: Thursday, March 6, 2026, 12:00 Noon.
2. PROJECT BUDGET.
2.1 Project Budget. N/A
2.2 Approximate Contract Start Date: 7/1/2026
2.3 Approximate Contract End Date: 6/30/2027, with an optional two-year extension.
3. PROJECT REQUIREMENTS.
3.1 Contractor Requirements:
A. Minimum of two (2) years of experience successfully conducting services similar to this project’s size and
scope.
B. Capability to timely answer a complaint telephone call via a hotline with live attendants 24 hours a day, 7
days a week, 365 days per year, including all holidays. No voicemails may be left. Anticipated call
volume is estimated at 800-1000 calls per month with an average call duration is 20-30 minutes.
C. Capacity and ability to maintain sufficient technological resources to support reliable operations and allow
for direct entering of information received during calls into a web-based form provided by ODH (e.g.
https://complainttracking.odh.ohio.gov/publiccomplaint/publiccomplaintform) including, but not limited to,
computers with adequate processing power and memory, high-speed internet connectivity, and
uninterrupted access to a web-based interface via modern web browsers (e.g., Chrome, Firefox, Edge).
D. Sufficient manual backup procedures to capture information that can be transferred electronically to ODH
should the web-based form be temporarily unavailable. Acceptable backup methods may include, but are
not limited to, fillable electronic forms (e.g. PDF or Word format), handwritten paper forms, and
transcriptions of voice recordings.
E. Agree to sign any confidentiality agreements as required by ODH and implement and maintain internal
policies and procedures to ensure that all personnel who have access to information obtained from
complainants comply with all applicable state and federal confidentiality laws and regulations.
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F. Demonstrated ability to respond in a timely manner to changes in procedure.
Request #57672
G. ODH will provide one-day online training.
H. No Artificial Intelligence (AI) automation will be utilized for any part of the answering services.
3.2 Candidate Requirements.
• NA
3.3 Mandatory Licenses &/or Certifications Required:
• NA
4. SCOPE OF WORK.
Offeror must speak directly with individuals who have called the complaint telephone hotline (1-800-342-
4.1
0553 or 1-800-669-3534) to submit a complaint against a healthcare facility under the jurisdiction of ODH
including, but not limited to, nursing homes, assisted living facilities, home health agencies, hospitals,
hospice agencies, and intermediate care facilities for persons with intellectual disabilities.
4.2
Offeror must enter all necessary information received from callers into a web-based form publicly available on
the ODH website.
Offeror must make a hotline operator(s) available to respond twenty (24) hours a day, seven (7) days a week
4.3
to phone calls of complaints against healthcare facilities under the jurisdiction of ODH. All calls must be
answered live; it is preferred that an on hold wait time messaging is available to inform callers of waiting times.
No callbacks are allowed.
4.4
Offeror must provide a back-up method to record and submit to ODH information received from callers in the
event of a problem with the ODH web-based form.
Offeror must go through ODH complaint intake online training and then subsequently train its staff accordingly.
The training will focus on the types of facilities overseen by ODH, the types of complaints that are and are not
4.5 handled by ODH, eliciting the necessary information from complainants (i.e. through the use of guided
questions), accessing the web-based form, entering the information into the web-based form, and the general
complaint investigation process.
4.6
Offeror must refer questions received from callers, not complaints against healthcare facilities, to the
appropriate source of information.
4.7
Offeror must prepare and submit to ODH a weekly report with the number of calls received and the number
of complaints entered.
4.8
Offeror must correspond with the ODH, Complaint Unit Manager, on a biweekly basis, or as needed, to
provide project status updates and to discuss any necessary changes to the complaint intake protocol.
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Request #57672
5. DELIVERABLES
Deliverables
Due Date
5.1 Submit all complaints via the web-based form as calls are received.
5.2
Provide a weekly report with the number of calls received and the number
of complaints entered.
Throughout Contract Term
Weekly
6. CONTRACT AWARD.
This RFQ is not an offer or a Contract. Parties interested in submitting a formal offer must submit a written response on
provision of the required services or supplies specified. ODH reserves the right to execute multiple contracts with the
awarded Contractor to fulfill the entire project period.
1. Award period: Through June 30, 2027. With an option of a two-year extension through June of 2030.
7. INSTRUCTIONS.
7.1 Proposals must:
1. Be received by ODH in OhioBuys no later than Tuesday, March 10, 2026, 3:00 p.m.
2. Address all items in the scope of work and deliverables. Emphasis should be on completeness, specificity,
and clarity of how the Offeror will perform the requirements specific to the project.
3. Include a short narrative describing the following:
a) Description of the Offeror’s experience and expertise conducting projects of similar size and scope.
b) Offeror’s ability to meet minimum requirements.
c) Offeror’s capacity to provide the services required.
d) Pricing can be submitted as a monthly fee with an annual not to exceed total cost.
4. Identify the objectives, strategies, methodology, services, and deliverables that Offeror proposes to provide.
5. Indicate ability and experience of key project personnel intended to work on the project and their
responsibilities to the project.
6. Identify any proposed Subcontractors and services provided.
7. Include a detailed project implementation plan.
8. Include Offeror’s proposed compensation by deliverable. If in the event a contract ensues, the Contractor
will be required to fulfill the Contractual obligations at the amount proposed. The proposed cost must
include all costs associated with performing the work, travel, shipping, overhead, etc.
9. Include samples or examples of work, at the Offeror’s expense, when requested.
7.2 Unless otherwise stated, the usage indicated for each item (s), if applicable, are to be considered as estimates.
7.3 When it has been determined that it is in the Agency’s best interest to conduct negotiations, ODH may request a
submission of a best and final quotation.
7.4 ODH Project Committee evaluating the proposals will recommend to the Director of Health the award of a Contract
based upon obtaining the best value and advantage to ODH. The Director’s award of a Contract will be identified
by the Director’s signature on the Contract. The Director’s award is final and not appealable.
Page 3 of 4
Request #57672
7.5 ODH may determine that a Contract is not in the best interest of ODH and may reject, cancel, or re-issue the RFQ
in whole or part.
7.6 ODH expects the Offeror to commence work upon contract execution. If the Offeror is unable or unwilling to
commence work, ODH reserves the right to cancel the award and resume the evaluation process with the next
most advantageous proposal.
Page 4 of 4
This is the opportunity summary page. It provides an overview of this opportunity and a preview of the attached documentation.
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