Closed ATM View - RC10003729/001/2013
Call Intake and Support Services for the Royal Commission into Institutional Responses to Child Sexual Abuse
The Service Provider is to provide Intake Services comprising:
- be the first point of contact with members of the public who wish to engage with or provide information to the Commission, hereafter referred to as ‘Clients’;
- receiving inbound telephone calls from Clients via a 1800 number (put in place by the Commission) and via a local number for international callers (to be established by the Service Provider);
- making out bound calls on request, including to Clients who have made contact through other channels (eg. email);
- providing a relationship coordinator function to individual Clients, as per criteria agreed with the Commission;
- capture of information from Clients relevant to the enquiries of the Commission and transmission of that information to the Commission;
- referring Clients to related services and other sources of assistance where appropriate.
The Service Provider is also to provide counseling, staff welfare and recruitment support services (Support Services) comprising:
- telephone counselling support to Commissioners and Commission staff;
- provision of counsellors as requested to attend hearings and sessions of the Commission, as defined in the Royal Commissions Act 1902 (as amended), to provide onsite counselling support to witnesses and Clients in attendance, as well as to staff of the Commission;
- proactive welfare support to the Commissioners and Commission staff to assist in ensuring their ongoing mental health, resilience and wellbeing;
- psychological testing of job applicants for positions within the Commission to aid in determining their suitability for the position.
There will be an industry briefing to give all interested parties the opportunity to raise any queries or seek any information concerning the activities of the Commission, the service requirements, the RFT and the form and content of Tenders. The briefing will be held in Sydney at 10.30am on Thursday 6 June 2013. Further details are available in the RFT.
Entities wishing to receive a copy of the RFT must first complete a Non-Disclosure Deed Poll which restricts how they may use information contained in the RFT.
The Non-Disclosure Deed Poll can be downloaded from this page, and should be returned promptly to the Contact Officer at Procurement@childabuseroyalcommission.gov.au.
Following receipt of a correctly executed Non-Disclosure Deed Poll from the tenderer, and subject to the terms of that Deed Poll, the tenderer will receive instructions via email to access the full RFT.
The Non-Disclosure Deed Poll should only be completed by entities with a genuine interest in providing the Services. The ORC may request further information in relation to any Deed Poll, and may decline to provide access to the RFT if it considers any request is not genuine.
The ORC will exclude a Tenderer from further consideration and evaluation if the Tenderer has not met the following Conditions of Participation:
- The Tenderer is not precluded from tendering for government business;
- The Tenderer must not, at the time of Tender, have any adverse judicial decisions relating to employee entitlements (not including matters under appeal) that have not been paid;and
- The Tenderer exists as a legal entity at the Closing Time.
The initial term of the Services is anticipated to be from 3 October 2013 until 31 December 2015, unless terminated earlier by the ORC. The Draft Contract includes an option to extend the term for a further period or periods not exceeding 36 months in total, if that becomes necessary in order to support the activities of the Commission.