(1) Vendor needs to provide crisis care continuum software. – A web–based commercial solution for crisis management that is configurable to specific provider workflows.– The state’s goal is to address the disparity in technology for behavioral health and increase accessibility to behavioral health crisis intervention services through implementation of additional programs and information technology to provide a comprehensive and streamlined unified system of care.– State have a comprehensive crisis continuum consisting of three core elements: crisis contact centers, including hotlines and warmlines– Crisis lines accepting all calls and dispatching support based on the assessed need of the caller.– Mobile crisis teams dispatched to wherever the need is in the community.– Crisis receiving and stabilization facilities that serve everyone that comes through their doors from all referral sources.– Technology solution to coordinate and track patients through an end–to–end digital pathway via an established cloud–based software platform, Software–as–a–Service (SaaS) solution.– The solution will be remotely hosted for developing the software requirements for a Crisis Care Continuum platform.– 988 Suicide & Crisis Lifeline and is coordinating state and provider run mobile crisis teams to address the need for an expanded crisis care continuum.– Mobile dispatch software for all mobile crisis teams.– Referral management solutions.– Online outpatient and residential treatment availability for evidence–based therapy offerings– Bi–directional digital provider communication for closed loop referrals to care.– Contact center as a service software.– Back–end technology similar to customer relationship management software– Inpatient and outpatient appointment registry.– Provide a platform that can implement an integrated suite of software applications to employ online, real–time, and 24/7/365 ability to communicate about, update and monitor available treatment capacity resources within the network of provider agencies as well as a method to process closed–loop referrals.– Contact Center as a Service (CCaaS):– A cloud–based contact center solution, a Contact Center as a Service (CCaaS) software, to facilitate communication between the 988–contact center and individuals.– The omnichannel communication approach must track all interactions and synchronize across all channels, allowing users to switch between channels without losing context or having to repeat themselves.– Automated call routing– Call recording– Integration with a technology similar to a customer relationship management system
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