Afterhours Emergency Answering Services

The vendor is required to provide afterhours emergency answering service for include:
- Call log
• Each call received must be recorded on a call log with the following information: caller’s name, property address, telephone number, reason for the call, date and time the call was received, and the disposition of the call. 
• If service was authorized to be restored, the log must contain the name of the person who authorized it. 
• The call log will be faxed to agency works daily.
- Handling of the calls
• After listening to the caller explain to you why they are calling, classify the call into one of three types of calls:
o No water - a
o Water leak or main break - b
o Other billing and meter problems or questions – c
- Provide coverage of the department of water and sewer, agency emergency telephone lines during non-working hours.
- Hours and days of service
• The hours of service shall be Monday through Friday 4:30 pm to 8 am. 
• Saturday and Sunday service shall be 24 hours. 
• The city of holidays service shall be 24 hours. 
• Calls shall be forwarded in the event the city of has any early closings.
- Equipment
• The agency works shall turn over its telephone service to a city of telephone number for which there is no charge. 
• The contractor should be sure to provide a local telephone number.
- Payment
• Agency works properly executed original agency vouchers. 
• These vouchers shall indicate the monthly service charge, number of free automated minutes, number of automated minutes above the free automated minutes, number of minutes for the live operator, and number of faxes which were delivered to agency. 
• Agency works shall verify calls. 
• When found to be satisfactory, they shall be processed for payment.
- Contract Period/Term: 1 year