988 Contact Center CRM Software

2026-11-03

DMHA is seeking proposals from qualified vendors to design and operate a 988 Software System for Indiana ’ s 988 Crisis and Suicide Lifeline . The State will provide the shared telephony system and CRM software to support this effort . At a high - level , the eventual Contractor ( s ) is expected to do the following : I . Transition from the current CRM software and establish a new System with provided state CRM software capable of tracking , managing , and analyzing all 988 calls , chats , and texts , as well as making referrals to other crisis services . II . Meet all mandatory requirements outlined in Attachment D , Technical and Functional Requirements Matrix . III . Develop all required plans , manuals , procedures , reports , and other deliverables to ensure successful implementation and maintenance of the System . IV . Ensure that initial and ongoing training is provided to all users of the System V . Provide ongoing Maintenance and Operations ( M & O ) support and training . VI . Meet established Service Level Agreements ( SLAs ). VII . Provide all necessary support required to transition to a new vendor at the end of the contract term . VIII . Comply with all applicable State and Federal administrative codes , rules , regulations , laws , policies , procedures , and guidelines .

Indiana

2026-04-08