Telephone Answering Services

The vendor required to provide three telephones live answering services for call-ins for 1) employee attendance, 2) answering service for the housing choice voucher program, and 3) for emergency property management calls from residents living in aha-owned and affiliated properties.
- Requirements
•    Telephone answering service shall be available twenty-four (24) hours per day, three hundred and sixty-five (365) days per year 
•    Onshore operation or able to demonstrate that the program meets us privacy and data standards. Must have a process for providing reports on received calls including, but not limited to, the number of calls received, the average response time, and a summary of calls. 
•    Translation services are to be provided if requested. 
•    The key languages for translation are Chinese and Cantonese, Vietnamese, Afghani and Pashto, Arabic, and Farsi and Dari. 
•    The system must provide the ability to make immediate changes to phone trees, email lists, etc. 
•    Answering service to provide a live person when answering phone calls. 
•    No automated phone trees are permitted.
•    Callers shall not be placed on hold for more than one (1) minute. 
•    Calls shall be answered in a courteous and professional manner.
- Phone lines:
1. Employee attendance line
•    Current usage is approximately 100 minutes per month
•    An email and text message must be sent immediately to the relevant staff for each employee attendance matter reported.
•    Translation is not required.
2. Housing programs line
•    Current usage is approximately 2,000 minutes per month
•    An email copy to the relevant staff is required
•    Daily summary of previous day must be provided in excel by 7:00 am each day.
•    Translation is required.
3. Property management line
•    Current usage is approximately 800 minutes per month
•    Calls must be relayed live according to a designated employee contact list (to be provided) until personal contact is made. 
•    An email and text message to the relevant staff is required to be sent immediately for each resident matte reported.
•    Must be able to triage calls to different staff at different properties.
•    Daily summary of previous day must be provided in excel by 7:00 am each day.
•    Translation is required.