Published date: 13 February 2018

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 14 November 2017

Contract summary

Industry

  • Telecommunications facilities - 32523000

  • Telecommunications services - 64200000

Location of contract

SG13 8DE

Value of contract

£165,645 to £276,075

Procurement reference

HCC1709924 - AWARD

Published date

13 February 2018

Closing date

14 November 2017

Contract start date

4 April 2018

Contract end date

3 April 2021

Contract type

Service contract

Procedure type

Open procedure

Any interested supplier may submit a tender in response to an opportunity notice.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

The Council has a requirement for the provision of a Call Handling Service For Hertfordshire Safeguarding Out Of Hours Service and is looking to procure a single Provider to deliver a confidential telephone out of hours first response screening service that will triage social care concerns to the most appropriate response by Children's Services or Adult Care Services within agreed response times.

The Provider must work in full cooperation and partnership with professionals in Children's Services and Adult Care Services in the best interests of vulnerable Children, Young People and Adults in Hertfordshire to deliver these Mandatory Requirements. This will include:

o An understanding of adult social care responsibilities, in particular safeguarding, mental health act assessments and recognising urgent social care referrals.
o An understanding of children's social care responsibilities
o An understanding of partners organisation roles so that referrals e.g. for health are signposted accurately
o An understanding of the information that should be collected at the point of referral including accurate recording of demographic details, contact details and information about the situation.
o Sensitive, professional and appropriate approach and language with referrers which will include professionals and members of the public in distress in order to collect the appropriate information.
o An ability to assess the urgency of a situation in order to include this information within the referral, escalate to manager and to alert the police if appropriate
o Accurate and reliable completion of the Council's ICT social care systems screens and other recording systems should these be unavailable
o Completion of referral and passing to SOOHS social work team within agreed time frames
o Compliance with agreed communication pathways including when systems are down
o Commitment to working collaboratively with the Council's Customer Service Centre to ensure seamless continuity of service
o The Provider will have an existing operational telephony call management / call handling system already in place prior to contract award.


The Service will be expected to operate within the following timeframes:

o From 20:00hours to 08:00hours Monday to Friday

o From Friday 20:00hours to 09:00hours Saturday

o From16:00hours Saturday until 08:00hours Monday

o 24 hour cover must be provided on Sundays and Bank Holidays

Award information

Awarded date

24 January 2018

Contract start date

4 April 2018

Contract end date

3 April 2021

Total value of contract

£0

This contract was awarded to 1 supplier.

West Midlands Ambulance Service

Address

Waterfront Way, Waterfront Business Park, Brierley Hill, United Kingdom, DY5 1LX

Reference

None

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Contact name

Simon Hastings (HCC)

Address

Pegs Lane
Hertford
Hertfordshire
SG13 8DE
United Kingdom

Telephone

01992 588458

Email

Simon.Hastings@hertfordshire.gov.uk