Answering Services

The vendor is required to provide that telephone answering and texting service continuously from 4:15 p.m. to 7:45 a.m. Monday through Friday; intermittently between 7:45 a.m. and 4:15 p.m. Monday through Friday; and continuously between 4:15 p.m. Friday and 7:45 a.m. Monday.
•Contact agency emergency personnel for all callouts.
•Email records of nightly call-out to facility services and the approved agency distribution list, no later than 7:30am daily.
oMaintain a permanently installed emergency electrical backup system with an auto transfer switch in case of a disaster. it is critical that service be maintained during severe weather.
oEmergency generator must be in a heated enclosure or protected by a block heater and have the capacity to run a minimum of eight (8) hours b) generator must have an alarm and be tested weekly under load
•An auxiliary uninterrupted power supply backup system must be in place.
•Maintain t-1 phone lines with a minimum of 48 incoming lines.
•Maintain an emergency backup phone system.
•Maintain an emergency disaster plan.
•Staffed to handle the volume of calls generally received by agency during the peak call times.
•A supervisor must be always on-duty.
•Perform a basic level of customer service: treat all callers with respect; gather accurate information such as name, address, and phone number of the caller; report the maintenance request to agency in detail.
•Provide translation services for non-english speaking customers and access to systems that allow
communication with non-verbal, non-hearing customers. • All calls must be answered by a live operator.
•Conversion training will be provided by agency.
•All telephone calls must be recorded. recordings must be saved for a period of ninety (90) days and must be sent to agency via email upon request.
•All messages must be stored and saved for ninety (90) days.
•Maintain a secure facility and maintain confidentiality of all agency information including, but not limited to having employees sign a confidentiality agreement.
•Must email all messages and have high-speed internet access.
•Answering service should provide daily reports indicating:
oNumber of presented calls to the answering service phone number
oNumber of calls answered by each agent
oAverage time to answer / wait time in the queue
oNumber of missed calls
oAverage duration of answered calls
•Agency should receive a minimum of 3 business days advance notice for any planned system changes to be affected by the answering service company.
•Changes to the forwarding destination numbers should be tested by agency before being implemented by the answering service.
-Average of Total Work volume
•Total Calls Received of 683calls
•Messages Taken/Dispatched 454messages
•Total Minutes Used of 4,195minutes
-Contract Period/Term: 1 year