ISSUED BY
Inland Counties Legal Services 1040 Iowa Ave., Suite 109 Riverside, CA 92507
RFP Issue Date
February 25, 2026
Proposal Due
March 16, 2026
Description, Purpose and Overview
Inland Counties Legal Services (ICLS) is issuing a Request for Proposal (RFP) and seeking proposals from qualified vendors to provide a cloud-based call routing and telecommunications solution, including voice over internet protocol (VoIP) and unified communications functionality, to support operations across multiple locations.
The purpose of this RFP is to obtain secure, compliant and cost-effective call routing and telecommunications platform that provides the following:
• Reliably routes incoming calls across multiple locations and staff
• Provides centralized call management and reporting
• Supports expansion of staffing and location changes
• Meets cost reasonability and procurement standards
• Texting SMS functionality
1. Organizational Background
ICLS provides free civil legal services to those in greatest need in Riverside and San Bernardino Counties and is a recognized 501(c)(3) non-profit organization. ICLS provides services in the areas of Consumer Law, Family Law/Domestic Violence, Health Law, Housing, Immigration, Public Benefits, and Systemic/Impact Litigation. We currently support approximately 176 users and require a reliable and compliant telecommunications solution to manage inbound and outbound communications, call routing and administrative controls.
2. Scope of Services
a. Call routing system
The system must include:
i. Multi-level attendant/IVR
ii. Call routing by location, schedule, or staff availability
iii. Call queues, overflow routing, and voicemail management
IV. Business and after-hour routing
v. Call analytics and reporting
vi. Ability to modify routing without program interruption
b. Telecommunications/VoIP services
i. Cloud based VoIP calling (local)
ii. Direct inward dialing (DID’s) for users and locations
iii. Number porting from existing carrier, 8×8
iv. E-911 compliance
v. Mobile and desktop softphone capabilities
vi. Physical headset capabilities
c. Reliability, Security & Compliance
i. Secure data transmission and controls
ii. Compliance with applicable privacy/security standards (HIPPA compliant)
d. Implementation & Support
i. Full onboarding and configuration
ii. Staff training on how to use the system
iii. Ongoing technical support with defined and quick response times
iv. Dedicated account management
e. Texting & Faxing Capabilities
3. Pricing Requirements
All bidders must clearly show the following:
• Per user telecommunications cost
• Per location or system fees
• Call routing/platform licensing fees
• One time setup or porting costs
• Contract minimums, early termination, or penalties
• Nonprofit or multi-year discounts
All pricing must be fully transparent and compliant with reasonable cost standards.
4. Contract Terms
a. 1-year initial contract with 3-year terms
b. Renewable annually not to exceed 5 years
The selected vendor must provide a fully executed copy of the agreement within ten (10) days of receiving the signed agreement by Inland Counties Legal Services. The contract set in place must have contract terms.
5. Timeline
Proposals are open from February 25th through March 16th. A vendor will be selected by March 30th. The selected vendor is subject to a federal debarment search. If the selected vendor has been disbarred, they will be considered disqualified. ICLS is required to obtain Board of Directors approval before beginning the LSC approval process. ICLS will be required to obtain prior approval from the Legal Services Corporation (LSC). This process can take up to ninety (90) days. Once approval is received, ICLS will notify the successful vendor to begin services.
6. Format for Proposals (Response Requirements)
All proposals must adhere to the format below.
- Vendor’s name, address, telephone number, email, and a description of the vendor’s legal status, e.g., corporation, sole proprietor, etc.
- A statement that guarantees that the response constitutes a firm offer valid for ninety (90) days following receipt and that ICLS may accept the offer any time within the 90-day period.
- Detailed timeline for the project, Project Budget Estimates and Cost Projections including:
a. Description of proposed solution of proposed solution
b. Implementation timeline - Reference from non-profit or government clients/agencies Complete pricing sheet
- Proof of insurance and other requirements
- Identify any additional expenses, reoccurring fees, etc. that you will require to provide services (if applicable)
- Any projected increase in costs in the first year, or if extension of the contract is offered, in subsequent years. This includes annual costs-of-living adjustments.
7. Evaluation Process
Deadline for questions regarding this service is Tuesday, March 3, 2026. Please email inquiries to atoerge@icls.org. We will respond within a 72-hour period. Our staff will review proposals and select a vendor by March 30, 2026. The selected vendor will be expected to enter a contract with ICLS for one year with the option to extend. Vendors whose responses are not chosen for further negotiations, or award will be notified via email.
Thank you for your time and consideration,
Jaime Cartagena
Deputy Director of Operations