The ALABAMA DEPARTMENT OF HUMAN RESOURCES, (hereinafter referred to as “the Department”) seeks a qualified vendor to provide a Pandemic Electronic Benefits (P-EBT) Customer Service Call Center Services for the Department. The P-EBT program is designed to provide SNAP benefits to students who are not attending school in-person as a result of the COVID-19 pandemic. These students are either receiving educational instructions virtually or under a hybrid model where in-person instruction is reduced. In order to receive P-EBT, a student must also be attending a school which participates in the National School Lunch Program (NSLP) and be eligible for free or reduced breakfast or lunch.

The proposed Customer Service Call Center must, at a minimum, be able to meet all current industry standards. The Customer Service Call Center will be required to assist callers with questions regarding the State’s P-EBT program which will be conducted by the Department in conjunction with the Alabama State Department of Education (ALSDE). A more complete description of the services sought for this project is provided in the RFP, Section 3: Scope of Project. Proposals submitted in response to this solicitation must comply with the instructions and procedures contained herein.

The RFP will be accessible by the close of business (5:00 p.m. CST) on, April 01, 2021 on the Department’s web site at for Pandemic EBT Customer Service Call Center, click on LINKS, then select Requests for Proposals, then click on the RFP link (s) for Pandemic EBT Customer Service Call Center.

The initial contract term is for a period of Seven (7) months beginning June 01, 2021 and ending December 31, 2021.Renewals of the contract, as agreed upon by both parties, may be made at one (1) year intervals, or any interval that is advantageous to the Department, not to exceed a total of two (2) years, at the option of the Department. Selected vendors must be fully operational on June 01, 2021.

If you are unable to access the RFP after its release using the aforementioned information, immediately notify Vicki C-Robinson (



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