Safe Helpline Sources Sought

Sources Sought Notice

This notice is issued by the Defense Human Resources Activity (DHRA) Sexual Assault Prevention and Response Office (SAPRO) to conduct market research for services related to the "Safe Helpline." The government is seeking to identify potential vendors capable of providing these services, which are currently performed by RAINN under contract H9821023C0011. This is not a solicitation, and no contract will be awarded based on this notice.

Interested parties should demonstrate capability in:

• Providing and staffing live, secure, confidential, and anonymous support services for sexual assault victims, operating 24/7/365 and globally accessible via multiple communication channels (online chat, telephone, texting, mobile app, group chat).
• Delivering services through a secure Software-as-a-Service (SaaS) platform with annual validation of commercial standards for security, availability, and confidentiality. The platform must feature customized user and staff interfaces using trauma-informed design principles.
• Jointly assessing and planning platform enhancements with the Department on a quarterly basis.
• Providing expertise in trauma-informed care, crisis intervention, and developing training/direct services.
• Capturing and analyzing user data while maintaining anonymity, with an understanding of relevant policies.

Not applicable, as this is a Sources Sought notice.

Interested parties must submit an unclassified capability statement (XX pages limit) including:

• Company information (name, address, contact details, UEI, CAGE Code, company structure).

• Business type and small business socio-economic category.

• Teaming arrangements or subcontracting opportunities.

• Relevant GSA or IDIQ contract numbers.

• Indication of interest as Prime or Subcontractor.

• Description of expertise and competency related to the draft PWS.

• Interested parties must be registered in the System for Award Management (SAM).

• Specific certifications are required for 8(a), HUBZONE, SDVOSB, WOSB, and EDWOSB firms if responding in those categories.

• The results of this notice will help determine the procurement strategy (e.g., 8(a), SDVOSB, HUBZone, WOSB, small business set-aside, or full and open competition).

• Proposed NAICS code: 624190 (Other Individual and Family Services, size standard $16M). Comments on NAICS are requested.

• Responses are voluntary and costs will not be reimbursed.

• No proposals will be accepted.

• Responses are requested by the date listed in SAM and submitted electronically.

• The Government will not notify respondents of evaluation results.

• Information provided is subject to change and is not binding.

Statement of Work (SOW) / Performance Work Statement (PWS)

To provide contractor support services for the Department of Defense (DoD) Safe Helpline (SHL). The SHL is the sole sexual assault response hotline for the DoD, aiming to provide specialized assistance, support victims, facilitate reporting, and restore survivor resilience.

• Provide comprehensive support for the DoD Safe Helpline services, including maintenance, administration, and promotion.

• Offer a confidential, worldwide, 24/7 service via telephone, online helpline, website, text, and a mobile self-care app.

• Provide anonymous peer support, a resource database, and educational courses.

• Maintain and update the SHL website, including layout, content, and functionality.

• Operate a searchable Responder Database for Sexual Assault Response Coordinators (SARCs) and Victim Advocates (SAPR VAs), military responders, and other referral resources.

• Provide telephone capability via a dedicated toll-free commercial line and international access.

• Offer texting (SMS) capability for both continental and international use.

• Develop and maintain self-paced educational programs.

• Provide a Responder Administration Website for authorized personnel to update responder information.

• Offer a warm hand-off transfer capability to connect callers with appropriate resources.

• Develop and administer training programs for hotline staff, managers, and supervisors.

• Ensure compliance with privacy and mandatory reporting policies.

• Provide communication support, including outreach, promotional materials, and event support.

• Offer pre-reporting follow-up support services.

• Provide and maintain a secure portal (Reportal) for aggregated, non-personally identifiable information.

• 24/7 availability of services, with exceptions for emergencies and planned maintenance.

• Monthly average customer comment score of at least 3 out of 5.

• Monthly website rating of 80% or above.

• Respond to text messages within 1 hour (98% of the time).

• Minimum of 100 monthly downloads for the Safe Helpline Mobile App.

• Ensure staff are adequately trained and supervisors provide needed support.

• Deliverables must meet 95% accuracy and be free of grammar/spelling errors.

• Security reviews must be passed 100% of the time.

• Monthly uptime percentage of at least 99% for IT systems.

• Not explicitly stated in this excerpt, but implies ongoing 24/7 operations.

• Services are worldwide, with specific mention of CONUS and OCONUS operations.

• Personnel must meet specific Knowledge, Skills, and Abilities (KSA) and education qualifications.

• Contractor personnel require background investigations (Tier 3 or higher).

• Compliance with privacy, security, and information protection policies is mandatory.

• Adherence to Section 508 standards for electronic media and information technology.

• Government-furnished property/equipment/information will be provided, including workspace and access to systems.

• Contractor must implement and maintain a Quality Control Plan (QCP).