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

Agency:	State Government of Ohio
State:	Ohio
Type of Government:	State & Local
NAICS Category:	561421 - Telephone Answering Services
Posted Date:	Feb 22, 2026
Due Date:	Mar 10, 2026
Solicitation No:	SRC0000034207
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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 #

Solicitation Status

Open for Bidding

Round #

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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New Bidders should register and access OhioBuys prior to a bid’s due date. Registering an OhioBuys account for your organization will ensure your company has access to, is familiar with, and is readily prepared to bid within OhioBuys when the time comes. To begin this process, navigate to https://ohiobuys.ohio.gov/ and click OhioBuys Log In. If you do not currently have an OH|ID, click Create Account, otherwise enter your login credentials and click Log In. An OH|ID is a secure, single sign-on that provides users access to online services for multiple State of Ohio systems. A valid OH|ID is required for each OhioBuys user.

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

Reset

Title	Type	Att.	Validity End Date	Validity End Date
RFQ Cost Sheet Complaint Hotline	Public Solicitation Documents (Approved)	SRC0000034207-_Cost_Sheet_Ohio_Department_of_Health-DOH57672-_Complaint_Hotline_24_7_Answering_Service.xlsx
RFQ bid document	Public Solicitation Documents (Approved)	Complaint Telephone Hotline Answering Service RFQ 2.20.26.pdf

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 page summarizes the opportunity, including an overview and a preview of the attached documents.

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