Live Voice Answering Services

The vendor is required to provide live voice answering service that will support the locations for main call volume.
•    Answering service must be live voice service. 
•    Answering service voice cannot be recorded message.
•    Supplier to assist agency to answer call volume. 
•    Supplier must be available to answer calls as the department answering service up to 24 hours per day, 7 days a week or as needed per agency office director.  
•    Supplier service must support call volume requirement of zero unanswered calls. 
•    Requirement is due to potential emergency call situations involving child or adult abuse, neglect, and endangerment. 
•    Supplier service includes taking messages and dispatching messages per protocol.
•    Supplier must serve as back up answering service for roll over call volume during m-f, 8:00 a.m. - 4:30 p.m. for department office.
•    Supplier must serve as back up answering service for roll over call volume during m-f, 8:00 a.m. - 4:00 p.m. for department office main.
•    Supplier must provide answering service m-f during the hours of 4:30 p.m. – 8:00 a.m. the following calendar day for department office. 
•    Supplier must provide answering service m-f during the hours of 4:00 p.m. – 8:00 a.m. the following calendar day for department main office. 
•    Supplier must provide answering service 24 hours per day on weekends and holidays.
•    Supplier must provide answering service when department phone system is out of service for any reason up to 24 hours per day, and up to 7 days a week. 
•    Supplier must provide answering service during bad weather conditions as needed.
•    Supplier to maintain courtesy communications to all callers.
•    Supplier must answer all incoming calls immediately, and the department on-call worker will be notified immediately or as requested by department appointed personnel.
•    Supplier must maintain emergency protocols for continued service in the event of natural disaster.
•    Supplier must provide department with fax number and email address to which department will send the daily, weekend, and holiday work schedules of on-call workers. (Fax number is needed as back up for email).
•    Supplier must be available with reasonable notice to participate in any proceeding, legal, administrative, or otherwise, including associated preparatory meetings to assist department in matters related to purpose or outcome associated with contract.
•    Supplier will provide a point of contact (POC) (in supervisory role) for resolution of all issues including billing issues. contact information must include name, cell # and email address. information must be maintained through duration of contract. 
•    Supplier must have (POC) available 24 hours, 7 days a week (includes holidays and weekends) for when need arises.
•    Supplier will maintain all call logs. 
•    Call log will be faxed and emailed daily as directed per department office contact. 
•    Call log must be submitted daily by 8:00 a.m. to main office.
•    Call log must be submitted daily by 10:00 a.m.to limestone department contacts.
•    A call log (excel spreadsheet or as required by department) will be maintained by the supplier. call log must include the following information on each call:
o    Date and time call was received.
o    Duration of call-in minutes and seconds.
o    Name and phone number of callers.
o    Name and phone number of worker that the call was delivered to. 
o    Time call was delivered to department point of contact, including a.m. or p.m. 
o    Number of attempts to contact.
o    Program.

- Questions/Inquires Deadline: October 17, 2025