Emergency Call Center Services
The purpose of this Request for Proposals (RFP) entitled Emergency Call Center Services is to
secure the services of one or more qualified contractor(s) who will maintain and operate a tollfree
call center to respond to calls from the general public in the event of a public health
emergency. The call center must be able to respond to calls statewide. Calls from health care
professionals, hospitals and other health care facilities, and local health departments will be
routed back to the New York State Department of Health (Department) for response if the
inquiry is beyond the scope of services provided by the call center. Because the call center will
be operationalized in response to public health emergencies, the number of times and duration of
times that the call center will provide services cannot be determined.
The Department seeks to award one or more contracts in response to this RFP. The number of
contracts awarded will be dependent on the quality of the proposals submitted and the ability of
the contractors to meet the specialized needs of the Department.
