Consultant needed to assess competitiveness, capacity for growth and relevance of a hotline service.

We intends to hire a short-term consultant to conduct a comprehensive assessment of the our Hotline Services, which includes a phone service, an online searchable database and a texting service.

Created in 1994, Our company Hotline has been in operation for over 20 years and has evolved over time from a basic phone service into a multi-platform service accessible by phone, an online searchable database, and text. Today, anyone in need of emergency food could receive a list of soup kitchens and food pantries in their area directly to their phone.

Assessment Goals:
1) To understand our current capacity to provide the current suite of hotline services (phone, searchable database, and texting service)
2) To understand the financial, labor and infrastructure implications to be able to further develop the hotline services to meet our vision and align the services with our mission.
3) To complete an environmental scan of other existing hunger hotline services and develop a tool to evaluate our own.
4) To develop our hotline services so that they are in-line with companys new mission and strategic direction.


Scope of Work:
1) Interview key staff members to develop a holistic understanding of the hotline services we provide, our current capacity to operate these services and our thoughts and visions for developing these services moving forward so that they are in full alignment with our mission.
2) Design and execute an assessment to identify the strengths and challenges of our hotline services (phone, database and texting service). Assessment to include:
a) Assessment of the user experience (hotline, database, and texting service).
b) An analysis of organizational capacity - financially, technically, and labor wise - to provided theses services effectively and efficiently. Where is our current capacity? What additional staffing, finances, and/or infrastructure would we need in order to improve/grow these services?
3) Conduct an analysis of the demand for these services. How many national hunger hotlines exist and provide easy access to information on emergency food providers? How does our service rank in comparison to the other national hunger hotline services?
4) Research other regional and national hunger hotline services and create a system for rating them by (minimum number of services to include in this study is 10):
a) services provided,
b) user experience and success of users with accessing resources based on information provided,
c) type, quality and accuracy of information provided,
d) and depth of mission (i.e. going beyond just providing calories but promoting places that provide fresh fruits and vegetables, work directly with family farmers, advocate for systemic change and an end to hunger and poverty.)
5) Research other phone systems, database platforms, etc. that could improve the quality and efficiency of our Hotline Services, while helping us to cut the costs of operation.
6) Research best practices of other hotline services, inclusive of but not limited to emergency food, (i.e. The Trevor Project: LGBTQ Youth Suicide Prevention, National Domestic Violence Hotline, United Way Emergency and Homeless Shelters)/(minimum number of services to include in this study is 10). Specific best practices of interest include:
a) volunteer program design, training and retention
b) demographic data collection,
c) process of collecting testimonials and stories important for securing foundation funding; impact and evaluation of services provided,
d) and digital platforms, phone systems, GIS tools, and other infrastructure used to operate and provide their services.
7) Produce and present a final report of all the findings and include recommendations for addressing existing capacity issues and how to plan for further growth and development.

V. Preferred Consultant Qualifications
1) Database design, development and/or management.
2) Hotline/Phone service systems design, development and/or management.
3) 5+ years experience with conducting industry research, evaluation and assessment.
4) 5+ years experience working with emergency food/food security organizations.
About the recuiter
Member since Nov 11, 2022
Mohit Dhoundiyal
from Bavaria, Germany

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Offer to work on this project closes in 174 days!
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