The Vendor is required to provide after-hour answering services from qualified contractors interested in providing professional telephone answering services and support of the city’s operations, activities and programs, during night, holiday, weekend hours, or on an as needed basis (“after-hours”).
- Services are required throughout the City by various Divisions, with a total monthly average of 1,500 incoming calls, and 500 outbound calls to on-call personnel.
- The average length of an incoming call is approximately 1 minute 30 seconds, average length of outbound call is 1 minute.
- The Contractor shall take calls from the general public during non-working hours of 3:30 P.M. through 7:00 A.M., Monday – Friday.
- Weekends and holidays the proposer will take calls twenty–four (24) hours per day for critical and non-critical services provided by the City.
- Every other Friday, proposer will take calls for divisions who observe this day as their regular day off. On occasion, proposer shall take calls during regular working hours 7:00 A.M. through 3:30 P.M., Monday – Friday during special events and meetings.
- All answering service representatives that interact with the public shall have good communication and problem-solving skills.
- Verbal communication and listening skills are critical.
- All calls shall be answered in a professional, courteous and efficient manner.
- Answering service representatives shall have the ability to deal patiently with problems and complaints and remain courteous when faced with difficult or angry people.
- The contractor shall ensure that information relayed to the customer is consistent, accurate and appropriate.
- Accuracy/spelling important (street names). Contractor should request cross streets to determine exact location along with any additional identifying information available from caller.
- Dispatcher shall provide a text response rather than a phone response when requested by the City duty person.
- Texting request applies to emergency and non-emergency calls.
- Contract Period/Term: 2 years
- Questions/Inquires Deadline: December 9, 2025
