Request for Information City of Detroit Housing Resources Helpline

The City of Detroit seeks feedback from experienced call center operators (especially those with social service delivery experience) to support and possibly upgrade the Detroit Housing Resource Helpline.

The Helpline provides a single, streamlined phone entry point for Detroiters needing housing-related services, launched/expanded to support large-scale demand.

Demand is high: the Helpline handled 100,000+ calls in 2025, and the City projects the system must triage and handle ~120,000 calls annually (with peak/high-volume days).

The goal of this RFI (Request for Information) is for the City of Detroit to capture market insight on both Call Center Operations and Call Center Technology/Integration. Responses to this RFI may provide information for one or both tracks. The City will utilize the knowledge gained from this RFI to produce more comprehensive RFPs (Request for Proposals) for future projects.

Functional Requirements (Key Capabilities)

• Internal intake + triage for emergency and non-emergency needs
• Multi-step scripts/logic to screen for all relevant services, including secondary supports (employment, inspections, social safety net benefits)
• Secure, comprehensive data capture (needs, outcomes, services delivered)
• Ability to forward caller data to programs via integrations with systems such as: Smartsheet, Snowflake, Tableau, Salesforce, Google, Corteza/Pathways, and other CRMs/case management software
• End-of-intake data handoff to the appropriate housing programs
• Operable Mon–Fri 8am–6pm and Sat 9am–12pm
• Route to an after-hours emergency line
• Maintain the existing resident-facing phone number: 866-313-2520
• Phone tree greeting options with translation including (at minimum): English, Spanish, Arabic, Bengali
• Support for text message, email, and robocall outreach
• Follow-up outbound texts/calls for residents contacting Helpline after hours
• Maintain electronic and recorded records for Helpline calls
• Regular documented quality assurance process reviewing calls and reporting results/actions to the City
• Track and report: call volumes, calls received/handled, wait times, handling/processing time, call reasons and outcomes, resources shared, direct referrals made
• Update screening/logic within 7 days for non-emergencies and 24 hours for emergencies

Reliability, Security, and Compliance Requirements

• 99.99% uptime
• Multifactor authentication
• Encrypt data in transit and at rest
• Capability for US-based data storage and SOC 2 reporting
• Maintain detailed, searchable audit logs

This Request for Information (RFI) is for information and planning purposes only, and should not be construed as a solicitation for applications or as an obligation on the part of the City of Detroit (City). The City does not intend to award a contract on the basis of responses nor otherwise pay for the preparation of any information submitted, or the City's use of such information. Although "proposal" and "offeror"' may be used in this RFI, your response will be treated as information only. It shall not be used as a proposal.

Responses to this RFI may provide information for one or both tracks.