--- title: "Provision of Call Handling For The Safeguarding Out Of Hours Service (SOOHS) For Hertfordshire County Council" ocid: "ocds-b5fd17-39319f49-7817-46e4-b7ec-ec3f163aff16" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-39319f49-7817-46e4-b7ec-ec3f163aff16" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-39319f49-7817-46e4-b7ec-ec3f163aff16.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-39319f49-7817-46e4-b7ec-ec3f163aff16.json" source: "Contracts Finder" current_stage: "Tender" buyer: "ANY OF THE PROJECTS LISTED ON THE PORTAL" published: "2017-10-17" --- # Provision of Call Handling For The Safeguarding Out Of Hours Service (SOOHS) For Hertfordshire County Council Buyer: ANY OF THE PROJECTS LISTED ON THE PORTAL Current stage: Tender OCID: ocds-b5fd17-39319f49-7817-46e4-b7ec-ec3f163aff16 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-39319f49-7817-46e4-b7ec-ec3f163aff16) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-39319f49-7817-46e4-b7ec-ec3f163aff16.json) ## Summary The Hertfordshire County Council is seeking a provider for the "Provision of Call Handling For The Safeguarding Out Of Hours Service (SOOHS)", described under the telecommunications facilities industry category. The tender is currently active, with submissions due by 14th November 2017. The services will be required to operate during specific hours, providing critical support for vulnerable individuals in Hertfordshire. This procurement falls under an open procedure for public contracts valued between £165,645 and £276,075, with the resultant contract expected to run from 4th April 2018 to 3rd April 2021. This opportunity allows businesses specialising in call handling and telecommunications to enhance their market presence while contributing to essential social services. Companies equipped with a robust telephony system and a deep understanding of safeguarding processes will find themselves particularly well-placed to submit competitive bids. The successful provider will benefit from working closely with Children’s and Adult Care Services, making this contract ideal for established service providers looking to expand their involvement in public sector contracts. ## 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 Additional information: Delivery Notes The services advertised in this notice fall under the services listed in Annex XIV to Directive 2014/24/EU and the contracting authority is not obliged to follow The Public Contracts Regulations 2015 in full. The procurement process that will apply to the services will be specified in the procurement documents to be issued Is a Recurrent Procurement Type? : No ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/aab3cbe9-4305-4d33-9a10-dc8d543c0350 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure (above threshold) | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 17 Oct 2017 | | Submission deadline | 14 Nov 2017 | | Future notice date | Not specified | | Award date | Not specified | | 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 | Active | | Lots status | Not specified | | Awards status | Not specified | | 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) | ## 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 - 17 Oct 2017 at 15:07 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/aab3cbe9-4305-4d33-9a10-dc8d543c0350 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/aab3cbe9-4305-4d33-9a10-dc8d543c0350 17th October 2017 - Opportunity notice on Contracts Finder - https://in-tendhost.co.uk/supplyhertfordshire/aspx/ Additional information on how to apply for this contract ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-39319f49-7817-46e4-b7ec-ec3f163aff16. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-39319f49-7817-46e4-b7ec-ec3f163aff16.json.