Request for Proposal for Call Center Services

San Mateo County Aging and Disability Services (ADS) is soliciting proposals from qualified firms to provide call center services in support of ADS operations. The selected contractor shall provide professional, responsive, and reliable call center services for inbound and outbound communications, including after-hours, weekend, holiday, and business hour overflow coverage, as required by the County. The contractor shall ensure service continuity, accurate message intake and relay, and compliance with all applicable legal and operational requirements.

Aging and Disability Services (ADS): San Mateo County ADS is a division of San Mateo County Health . The Division provides a wide range of services to assist seniors, people with disabilities and dependent adults to live safely and independently in the community, as well as services associated with administering the estates of deceased persons for whom there is no one able or willing to serve as administrator. With regard to services to seniors, ADS’s overall goal is to develop an integrated long-term supportive services system for older adults and adults with disabilities that is person-centered and responsive to the individual needs of older adults and adults with disabilities, focused on coordinated home and community-based services to maintain individuals in community settings, and flexible in its use of resources while reducing administrative duplication, complexity and fragmentation. The Division provides direct services which include centralized intake and referral; assessment and consultation; protective and supportive services and case management.