Bid Announcement:Catholic Charities of Southern Nevada Meals On Wheels Call Center Consultant

Request for Quotes: CCSN RFQ-FS – 2025-1

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Purpose: Evaluating a call center (incoming and outgoing calls) and meal routing services (deliveries). The Center is a vital hub for communication, coordination, and client support within the program. We are looking for a consultant that can accomplish the following:

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- Prepare a timeline, budget, and deliverables.

- Preparing and delivering a formal presentation on the evaluation outcome

- Scope should include the following:

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Phase I: Discovery and Diagnosis (timeline and price)

Be prepared to do the following.

- Meet and go on routes with Drivers (2 days-2 drivers)

- Observe Call Center & Interact with staff (4 hours)

- Meet with and discussions with Eligibility and In-take Staff (4 hrs)

- Meet with the Manager and Supervisor – Directors, Managers and Supervisors for each section (1 day)

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The purpose of these meetings is to gain an understanding of the current operations, understand the current compliance and regulatory requirements before making recommendations for efficiency improvements.

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Phase II

- Analysis Data, Benchmark, assess gaps or opportunities.

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Phase III

- Design Solutions and Develop a Strategy for Implementation

- Develop a road map and detailed plan.

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Phase IV

- Executions Support including assistance with setting up new processes, training staff and initial monitoring of progress.

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Phase V

- Evaluation

- Review outcome after a specific period of implementation time.

- Deliver a final report on outcomes and cost savings.

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Successful bidders will provide estimates of time and total cost by phase, provided non-profit references for which they have worked before, and provided required insurance (within attachment A) and tax documentation as a professional subcontractor.

If selected , you must be willing to sign our terms of agreement, provide a detailed scope as outline in the request for quote, must be the lowest quote, and meet all contract requirements.

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Please submit bids to Vice President of Food Services, Sue Kurland, at skurland@catholiccharities.com.

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