24hr Telephone and Online Support

Tender description

The 24/7 telephone and online support service for the Kent and Medway population, offers information and support to people experiencing wellbeing and mental health distress. The service is marketed via links from the various health and social care partner websites and there has been a sustained "Release the Pressure" media campaign. The lines are to be operated 24 hours including weekends and bank holidays. The current delivery of the telephone and online support service is executed through a specific telephone number which the vulnerable users of these services are familiar with and on which they rely to receive these services. This number is owned by the current provider. The service was varied into Live Well Kent and Medway (LWKM) in 2018 and managed by LWKM strategic partner Shaw Trust. During procurement of LWKM the management of the service has been awarded to Porchlight. Porchlight intend to procure the service through a competitive process during this award period for the remainder of the LWKM contract (to March 2026 with an option to extend to March 2028). However to effectively run this procurement exercise time is needed to avoid disruption, maintain continuity and procure with the full information available. It is therefore essential that the current economic operator continues to provide these services on a short-term basis.