After-Hours Telephone Answering and Messaging Services

The vendor required to provide after-hours telephone answering and messaging services at the following times during the contract term:
•    Each Monday through Friday starting at five o’clock (5:00) pm and ending at nine o’clock (9:00) am, Est,
•    Each weekend starting at five o’clock (5:00) pm on Friday and ending at nine o’clock (9:00) am on Monday Est, and
•    Any time the county has an unforeseen closure of its offices due to an emergency situation or entry of an order, declaration, directive, or other similar action by the county, and the federal government resulting in such closure.
- The awarded vendor (which includes its staff performing answering and messaging services on its behalf) shall perform each of the tasks set forth below.
•    Obtain the name of each caller, a callback number, and information pertaining to the request and need of the caller.
•    Contact the appropriate county personnel based on the request and the need of a caller.
•    All on-call personnel for each program (“on-call response list”) on a monthly basis, which will include contact names, phone numbers, and on-call assignments.
•    Record all calls received and archive them for later access and review by agency.
•    Secure all information received and call recordings by encryption. 
•    An online platform for agency staff to review details of the call and collect data.