Answering Services

The vendor is required to provide answering service for 30 calls per month after hours about maintenance related purposes.
- Types of calls received are not limited to, but usually involve, matters pertaining to plumbing – either inoperable toilets, no hot water, or no heat.
- Must be able to handle at least two authority calls simultaneously under normal circumstances.
- Uphold the same level of professional customer service as authority staff provides. 
- The following service levels shall be met:
•    Average answer time per calendar month no greater than 75 seconds. 
•    97% of calls per calendar month placed “on hold” for less than 40 seconds.
- Answer call by saying “this is the authority after hours maintenance line.
- Provide customer with information supplied by authority.
- Diagnose the problem to the best of their ability and will respond accordingly.
•    This includes determining if the situation is an either an emergency – response is needed immediately (no heat) or non-emergency - a matter that can wait until the next work day (a toilet is inoperable, unit has two toilets, matter can wait until next work day so authority maintenance can respond). 
•    For matters needing immediate attention, this usually means the vendor calling the appropriate authority contractor, and if no answer – leaving a message. 
•    This usually involves the plumber for matters pertaining to plumbing and heating (most of the calls), and the electrician for electrical matters, and a private management company for all other matters
•    Provide the location, resident name, phone number and reason for the call to the contractor.
- The ability to understand callers that may have limited ability to speak english.
- Recorded from each call: customer name, phone number where they can be reached, address of the emergency, what the emergency is, time of call, length of call, and time authority contact that was called.
- Provide a monthly report to authority detailing the following:
•    Total number of calls received,
•    Average number of calls per day,
•    Busiest call day,
•    Slowest call day,
•    Average length of call,
•    % Of calls answered within 5 minutes,
•    Number of calls that were recorded and not answered,
•    Average number of minutes to return these calls.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: September 22, 2025