New York State Contract Reporter #T001004

SUNY Potsdam Tele-counseling and 24/7 Crisis Hotline Services Solicitation

SUNY Potsdam is seeking qualified vendors to provide tele-counseling and 24/7 after-hours crisis hotline support services for its student population. - Government Buyer: - State University of New York (SUNY), SUNY Potsdam, College Counseling Center - OEMs and Vendors: - No specific OEMs or vendors are named in the solicitation - Products/Services Requested: - 24/7 crisis hotline staffed by licensed mental health professionals - Minimum 50 crisis calls per year, all answered live - Maximum wait/hold times under 2 minutes - Real-time documentation, risk assessment, de-escalation, safety planning, and emergency escalation protocols - Scheduled and on-demand tele-counseling sessions - Minimum 100 sessions per year, scalable as needed - Secure, HIPAA-compliant video/phone platforms - Short-term support, triage, referral, and culturally competent care - Integration and reporting services - Secure integration with Titanium EHR system (at vendor's cost) - Real-time documentation, reporting, and provision of utilization/outcome data - Coordination with College Counseling Center for continuity of care - Unique or Notable Requirements: - All services must be HIPAA compliant - Experience in higher education mental health crisis services required - Culturally competent and inclusive care is mandatory - Call center and operators must be fully dedicated to this contract - All documentation and communication in English - Detailed reporting and secure data handling - Maximum wait/hold times under 2 minutes for all calls - Integration with Titanium EHR system required, with all costs borne by the vendor - Expected annual volume: 50 crisis calls and 100 counseling sessions, with scalability as needed - Contract term: Three years, renewable and scalable based on demand

Description

SUNY Potsdam College Counseling Center is seeking proposals from qualified vendors to provide tele-counseling and 24/7 after-hours crisis hotline support services for students. The services aim to ensure continuous, accessible, and high-quality mental health support outside standard operating hours. The selected vendor will provide immediate crisis hotline response, scheduled and on-demand virtual counseling sessions, and coordination with the College Counseling Center for continuity of care. Vendors must demonstrate experience in mental health crisis services, HIPAA compliance, and commitment to diversity and inclusion.

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