---
title: "Provision of Call Handling For The Safeguarding Out Of Hours Service (SOOHS) For Hertfordshire County Council - AWARD"
ocid: "ocds-b5fd17-00d5e6f3-5085-4944-8549-ca3a590bd0a0"
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markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-00d5e6f3-5085-4944-8549-ca3a590bd0a0.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-00d5e6f3-5085-4944-8549-ca3a590bd0a0.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "ANY OF THE PROJECTS LISTED ON THE PORTAL"
published: "2018-02-13"
---

# Provision of Call Handling For The Safeguarding Out Of Hours Service (SOOHS) For Hertfordshire County Council - AWARD

Buyer: ANY OF THE PROJECTS LISTED ON THE PORTAL  
Current stage: Award  
OCID: ocds-b5fd17-00d5e6f3-5085-4944-8549-ca3a590bd0a0

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## Summary

The Hertfordshire County Council is seeking a provider for the "Provision of Call Handling for The Safeguarding Out Of Hours Service (SOOHS)." This procurement falls under the telecommunications industry and is currently in the award stage, with the contract set to commence on 4 April 2018 and concluding on 3 April 2021. The successful supplier will be required to deliver around-the-clock call handling services, with specific operational hours established for weekdays, weekends, and bank holidays. The tender period for submissions ended on 14 November 2017, with a total contract value of £276,075. The contact point for this process is Simon Hastings, reachable at Simon.Hastings@hertfordshire.gov.uk.

This tender offers a significant opportunity for businesses in the telecommunications and social care sectors, particularly those with experience in call handling and crisis management services. Small and medium-sized enterprises (SMEs) with the capability to manage sensitive communications and a thorough understanding of adult and children's social care responsibilities would be well-positioned to compete for this contract. Successful bidders will need to demonstrate their ability to operate a robust telephony system and collaborate effectively with local authorities to provide vital support to vulnerable individuals in Hertfordshire.

## Notice

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

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/0b739465-0cc7-4199-b239-aaf035e5a7c4 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 13 Feb 2018 |
| Submission deadline | 14 Nov 2017 |
| Future notice date | Not specified |
| Award date | 24 Jan 2018 |
| Contract period | 3 Apr 2018 - 3 Apr 2021 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £276,075 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | ANY OF THE PROJECTS LISTED ON THE PORTAL |
| Locality | HERTFORDSHIRE |
| Post town | Stevenage |
| Postcode | SG13 8DE |
| Country | England |
| ITL 1 | TLH East (England) |
| ITL 2 | TLH2 Bedfordshire and Hertfordshire |
| ITL 3 | TLH26 North and East Hertfordshire |
| Local authority | East Hertfordshire |
| Electoral ward | Hertford Castle |
| Westminster constituency | Hertford and Stortford |
| Delivery location | TLJ South East (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | WEST MIDLANDS AMBULANCE SERVICE |

## CPV Codes

### Divisions

- 32 - Radio, television, communication, telecommunication and related equipment
- 64 - Postal and telecommunications services

### Codes

- 32523000 - Telecommunications facilities
- 64200000 - Telecommunications services

## Release History

- 13 Feb 2018 at 14:18 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/0b739465-0cc7-4199-b239-aaf035e5a7c4

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/0b739465-0cc7-4199-b239-aaf035e5a7c4
  13th February 2018 - Awarded contract notice on Contracts Finder

## Provenance

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