WA 211 RFP for Single Contact Center Services

WA 211 Services

WA 211 Services is the statewide coordinating body for 211 service delivery, currently being provided by seven regional contact centers. This Request for Proposals (RFP) reflects a strategic realignment by WA 211’s Board of Directors to ensure that WA 211 continues to serve Washington communities through these challenging times.

A strategic realignment has long been necessary and is not a new idea. Now it is more imperative because political shifts and economic uncertainties increase the urgency for change and because our communities need WA 211 now more than ever. With a 2⁄3 budget reduction from the state legislature for the 2025-2027 biennium, and an unsustainable, decentralized service model, WA 211 needs to strengthen service delivery through operational efficiencies and more cost-efficient strategies.

The goal is to create a statewide, centralized contact center in partnership with WA 211. Our vision is to scale statewide 211 services to 24/7/365 service. WA 211 is actively focusing on revenue generation to bring funding to a level that meets demand and increases capacity for service expansion within the next two years.

In 2024, WA 211 received 321,616 queued calls, 263,637 of which were handled by a live agent. Over the course of 15 months, we would anticipate a single call center to handle a minimum volume of 10,000/month in answered calls (50% of currently answered calls), with hours of operation M-F, at a minimum of 6 hours/day (See attached Call Metrics and FAQ Fact Sheets).