Agency Wide 24-hour Answering Service

The Vendor is required to provide 24/7 answering services for Communities
- Must be able to have 24/7-hour access by telephone to call in a service request or to be able to report a problem within their apartment or building.
- The problem or service requests may be either routine or emergency in nature.
- Routine and Emergency service request must be relayed immediately to the Manager or designee on duty.
- Provide 24/7 call center coverage to answer calls for the agency/360 as it relates to routine and emergency maintenance work order request.
- Provide 24/7 call center coverage with Data Entry into the agency /360 Work Order System and confirmation into the agency Maintenance IQ on a Smart Phone.
- Provide text back confirmation functionalities as it relates to routine and emergency maintenance work order request.
- At least one bi-lingual in English and Spanish on staff at all times.
- Provide call center coverage for Holidays and agency closings.
- Retrieve all agency /360 call recordings via a secure ShareFile system with the ability to download if needed.
- The regular hours of service are 8:00am 5:00pm Monday– Sunday and from 5:00pm until 8:00am Monday through Sunday. In addition, service will be provided from 8:00am until the next morning at 8:00am (the following day) on 13 weekday holidays per year.
- Provide check in calls to agency / 360 staff as needed to confirm agency staff has received the call from county Call Center.
- The answering service must provide agency/360 with a telephone number to call forward that does not incur toll or local usage charges to Communities.
- Incoming calls must be answered by a live operator using the specified answer phrase provided by Communities. Incoming calls are not to be answered by an automated system except that calls may be placed in cue by an automated announcement as long as the automated announcement identifies to the caller that they have reached the agency/360.
- Every message and dial out must be date and time stamped by the system and must include the operator’s number or initials for tracking. Calls must be recorded by a voice logging system to further ensure accuracy and quality service. In the event of a service complaint against the answering service company a recording of the call-in question must be made available to the agency/360.
- A daily service report including copies of all messages taken must be emailed each day to the Communities’ management staff by 5:00 PM, EST.