RFP 27-08 VISITOR ASSISTANCE PROGRAM (VAP) MAUI COUNTY

The Hawai‘i Tourism Authority (HTA) is seeking proposals from qualified firms or individuals to provide an effective, responsive, capable and scalable program to provide assistance to visitors in crisis on Hawai‘i Island. The successful Offeror will be responsible for promoting, developing, and conducting a Visitor Assistance Program (VAP) to include, but not be limited to, providing and coordinating services to visitors victimized by crime and other adversities while in Maui County, including but not limited to medical support services, law enforcement, helping with airline issues, assisting visitors to obtain acceptable identification, visitor information, education, emotional support and guidance, and prevention efforts targeting health and safety issues.

This shall be a Fixed-Price contract, inclusive of all taxes and expenses, in an amount not to exceed NINETY-ONE THOUSAND FIVE HUNDRED AND NO/100 DOLLARS ($91,500.00 USD), tax inclusive, for the contract term of (January 2027 through December 31, 2027) and shall be funded with Hawai‘i State General Funds, subject to the availability of funds.

The Contractor shall design, implement, and manage a Visitor Assistance Program for Maui County that provides timely, coordinated, and compassionate assistance to visitors experiencing emergencies or adverse situations.

Core Services

The Contractor shall provide services including, but not limited to:

• Direct Visitor Assistance: respond to referrals involving visitors affected by crime, accidents, or medical emergencies; death or bereavement situations; travel disruptions or loss of documentation. Provide case management and individualized assistance appropriate to each situation.
• Emergency Support Services: facilitate or provide transportation (e.g., airport, medical facilities), temporary lodging coordination, food and essential items, communication assistance and translation services. Coordinate with airlines, accommodations, and other service providers as needed.
• Coordination and Partnerships: maintain active working relationships with law enforcement agencies, hospitals and healthcare providers, consulates and embassies, and visitor industry partners (hotels, airlines, rental car companies). Support coordinated response efforts that reduce burden on public agencies.
• Partner Engagement and Outreach: participate in stakeholder engagement activities supporting visitor safety and the impact of the Visitor Assistance Program. Conduct and support safety and prevention outreach (e.g., visitor education materials, PSAs, training). All outreach and educational materials shall be submitted to HTA for review and approval before public dissemination.
• Program Administration & Accessibility: maintain accessible intake and response mechanisms (e.g., phone, referrals, partner networks). Ensure reasonable geographic coverage across Maui County, conducting outreach and maintaining relationships on Maui (including remote areas such as Hāna), Lānaʻi and Molokaʻi islands. Participate in at least 2 meetings (in-person/virtual) led by HTA for VAP contractors across the State.

Reporting and Documentation

The Contractor shall:

• Maintain records of all cases and services provided.
• Submit reports in accordance with HTA templates, including monthly activity reports, quarterly activity and financial expenditure reports, and a final program and financial expenditure report.
• Prepare and submit monthly (See Exhibit F), quarterly (See Exhibit H), and one final program report (See Exhibit I).
• Track and maintain the number of cases and people assisted monthly using the *VAP Tracking Sheet* template (See Exhibit G).

**Submission:** ELECTRONIC SUBMISSION TO THE STATE OF HAWAI‘I ePROCUREMENT SYSTEM (HIePRO) ONLY. Offerors interested in responding to this solicitation must be registered on HIePRO.

**Due:** Offers are due at 2:00 P.M. HAWAIʻI STANDARD TIME (HST) on **November 16, 2026**.

Notice of intent to offer is not required but is highly encouraged. Email procurement@gohta.net with "HTA RFP 27-08 Notice of Intent to Offer" in the subject line by **September 22, 2026 @ 2:00 PM HST**.

Awards made through HIePRO are subject to a mandatory .75% (.0075) transaction fee, not to exceed $5,000 for the total contract term.

Items 1-8 are to be submitted as one PDF file of no more than fifty (50) pages to be titled Offeror Name_Proposal Part 1. Items 9-17 are to be submitted as one PDF file to be titled Offeror Name_Proposal Part 2.

The Contract will have a total administrative period of thirteen (13) months: a Scope of Work/Performance Period of twelve (12) months, commencing January 1, 2027 and ending December 31, 2027, plus a Reporting and Closeout Period of one (1) additional month, from January 1, 2028 through January 31, 2028.