RFP Posted for Crisis Line Services

“VIHA currently funds six separate crisis intervention telephone services in Victoria, Nanaimo, Port Alberni, Courtenay, Campbell River and Port Hardy at an annual cost of approximately $900,000,” explained Alan Campbell, Director, Mental Health and Addiction Services. “Through this RFP we will be seeking a single Island-wide crisis intervention line that can be accessed by all parts of the Island and operated by one service agency.”

VIHA’s goal through consolidation is to reduce costs and increase efficiency while also enhancing service levels. Currently, crisis line services on the South Island already successfully service a large service area, including the Gulf Islands. In addition, experience in other jurisdictions has demonstrated that telephone crisis line services can be successfully delivered by a single agency serving a number of different communities, and that high standards of service can be maintained for crisis information, support and service referrals. In addition, it is anticipated that under a single provider, communities that currently do not have access to this service will now be able to connect with a crisis line.

“A key component of a successful new service provider will be their ability to understand the differences between the various communities that the Vancouver Island Health Authority serves,” said Campbell. “The service provider will also be required to know the local and regional resources that are available to help those in need, and how these function as part of a continuum of services.”

Any or all of the six current crisis line service providers for VIHA are allowed to submit proposals under the RFP. The RFP clearly spells out the requirements of the future service provider, including to:

Operate and maintain access to a high quality telephone service that provides appropriate responses to callers with needs ranging from information-seeking to emotional support to emergency crisis response;
Guarantee 24/7 response to telephone calls;
Ensure the ability to refer to, and link to, other emergency and non-emergency service providers, including VIHA Mental Health and Addiction Services and First Responders;
Maintain membership certifications with required professional and agency organizations;
Ensure processes exist to address complaints and respond to feedback from stakeholder groups;
Provide support to volunteers and/or staff in critical incident situations;
Provide a user-friendly web site service;
Provide high-quality reporting to VIHA on statistics, service responsiveness, trends and financial information.

In addition, VIHA will require the successful service provider to:

Use the most current appropriate technology for phone systems;
Have agreements with agencies to trace calls and access public emergency services;
Ensure services provided by the crisis line are an integral part of the front line system of client-centred mental health services in VIHA;
Deliver services in a manner that recognizes the dignity of each caller, is cost effective and ensures cooperation between VIHA and the service provider;
Understand community differences, available local and regional resources and how these link with broader mental health and addiction services.

VIHA anticipates call volume to be about 45,000 calls per year with two-thirds of those coming from the larger centres on Vancouver Island.

The RFP will close on December 11, 2009. The RFP review process and ensuing contract negotiations will take a number of weeks, and a transition plan will be developed. The new service provider will start March 1, 2010 with the contract running for two years.

The RFP is posted on BC Bid at www.bcbid.gov.bc.ca

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Media Contact:
Shannon Marshall
VIHA Communications
250-370-8270

www.viha.ca

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RFP Posted for Crisis Line Services