24/7 Centralized Clinical Call Handling and Message Management Service

This opportunity involves providing a comprehensive 24/7 Citywide Messaging Service that acts as a central hub for clinical communications. The service will receive all incoming calls and messages for Integrated Multidisciplinary Community Teams (IMTs) within the Adults & Community Division, then route these communications according to clinical urgency and established escalation protocols. The service provider will manage message intake, monitor communications, prioritize referrals based on clinical need, and direct messages to appropriate IMTs, the referral management centre, or designated multidisciplinary teams. The supplier must ensure seamless coordination between multiple teams while maintaining consistent service availability and responsiveness 24 hours per day, 7 days per week.