The Defense Centers of Excellence (DCOE) for Psychological Health (PH) and Traumatic Brain Injury (TBI) has a requirement for non-personal services to provide an Outreach/Transition Support Contract Call Center Program to individuals directly or indirectly affected by psychological health (PH) and traumatic brain injury (TBI). The Defense Centers of Excellence (DCoE) for PH and TBI seek Contractor support to establish and maintain a 24 hours a day, 7 days a week (24/7) Outreach/Transition Support Contact Call Center Program that provides a toll-free number for a broad range of users, including Service Members and Veterans and their families, caregivers, military leaders, clinicians, employers, researchers, educators, and community members at both CONUS and OCONUS locations. Additionally, the DCoE Outreach/Transition Support Contact Call Center Program will be staffed by professionals who are trained, certified, and licensed in varying careers that support the mental healthcare profession, i.e. social workers, etc., to bridge the transitional knowledge gap between identification and receipt of Mental Health Services. These professionals will not be required to provide direct hands-on medical care or indirect care to DOD Beneficiaries nor will these professionals be required or responsible for making call eligibility determination. Membership or eligibility determination will not be a requirement or function of the contract. Contractor support will also involve maintaining and periodically updating the DCoE Resource Database. The Outreach/Transition Support Contact Call Center Support Program will provide a call triage service to answer and direct calls to the appropriate specialty area, when needed. The Outreach/Transition Support Contact Call Center staff will handle various types of calls, including routine requests for information about PH and TBI, questions about symptoms a caller is having, and helping a caller find appropriate health care resources. It will also provide coaching support services needed to bridge potential knowledge gaps in mental health support during transitional periods that can lead to service members' disengagement from treatment entirely by offering information, providing military service members' non-medical counseling, education and advice services for eligible beneficiaries and otherwise encouraging the utilization of behavioral health services. Thus, the Outreach/Transition Call Center Program will be a source of information, education, transitional coaching and communication on PH and TBI issues to include referals to the inTransition Program. The DCoE Resource Database will contain relevant and current health, support, and program resource information that is accessible to the Outreach/Transition Consultants as well as to Service Members and Veterans and their families, caregivers, military leaders, clinicians, employers, researchers, educators, and community members. Inclusion of DCoE's Resource Database into a pre-existing resource database will be considered, if there is value added for DCoE. The current DCoE Resource Database is a web-based repository/database of publications, links to publications, program and website directory listings, and other resources on PH & TBI, supported by a robust search engine. Background: The Defense Centers of Excellence (DCoE) for Psychological Health and Traumatic Brain Injury undertakes the mission to maximize opportunities for Service Members (active and reserve components), Veterans, and their families to thrive through a collaborative global network promoting resilience, recovery, and reintegration for Psychological Health (PH) and Traumatic Brain Injury (TBI). The DCoE accomplishes this through four primary initiatives: Information Clearinghouse. The DCoE serves as the central source where any warrior, family member, caregiver, clinician, researcher, educator, military leader, media specialist, or other interested party may obtain current information regarding PH and TBI. The knowledge and information managed spans a wide spectrum, in depth and breadth, which is relevant to consumers and producers of scientific data and relevant to the layperson, across various PH and TBI issues. Outreach. As a premiere resource on PH and TBI issues, the DCoE plays a very active role in strategically disseminating information of relevance to multiple target audiences, and actively engages with warriors, warrior families, caregivers, clinicians, researchers, leaders, educators, support organizations, and treatment resources to connect, share, collaborate, and coordinate to serve the needs of our warrior families. Advocacy. The DCoE engages network resources to proactively identify concerns regarding the receipt, delivery, and navigation of care for our wounded warriors, as well as to assist in the identification and mobilization of those resources that best address those concerns. Real Warriors Campaign. The DCoE, in response to the Department of Defense (DoD) Mental Health Task Force recommendations, launched a multi-year, national public awareness campaign designed to impact beliefs, attitudes, and behaviors among warriors/families/leaders, about seeking care for PH and TBI issues. Specifically, this public outreach campaign promotes and normalizes the processes of building resilience, facilitating recovery, and supporting reintegration of returning Service Members, Veterans, and their families through public service announcements, videos, podcasting, radio spots, outreach materials, advertisements, web-accessible materials, website activities (e.g., blogs, MySpace, YouTube), speaking engagements, conference attendance, and marketing research. In all of these outreach messages, the toll-free number of the DCoE Call Center Program is the primary contact vehicle to learning more about PH and TBI issues, transitional coaching, inquiring about how and where to obtain care, asking questions about how to overcome stigma, and understanding how to assist a fellow citizen in need of support/care. The DCOE is looking for firms that have the capability to provide the necessary services as described above. Responses should be submitted via email and should be sent to
[email protected] not later than 5:00 PM, EST, Friday, 13 June 2014. Telephonic inquiries will not be accepted. Response attachments shall be no longer than 10 pages. Please include the following information in your response: -Company Name -Contact Person and Phone Number / Email Address -CAGE Code -DUNS Number -Business Size / Number of Employees -Available Contract Vehicles (GSA, BPAs, etc.) -Information relating to capabilities, novel ideas, industry best practices, industry capabilities to meet the needs of the DCOE outlined above. This sources sought notice does not constitute a request for a formal proposal. This notice is provided as information to the market place and is an invitation for an expression of interest and demonstration of qualifications to perform and deliver the anticipated requirement. The Government will not pay for the provision of any information, nor will it compensate any respondents for the development of such information.