After-Hours Telephone Answering and Messaging Services

The vendor is required to provide after-hours telephone answering and messaging services for include:
- Required tasks
•    Obtain the name of each caller, a callback number, and information pertaining to the request and need of the caller. 
•    Supply the contractor with a master list of minimum information needed.
•    Appropriate county personnel based on the request and the need of a caller.
•    Master list of all on-call personnel for each division (“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 department. 
•    Secure all information received and call recordings by encryption
•    An online platform for department staff to review details of the call and collect data.
- Procedures
•    Employees must maintain a professional demeanor at all times.
•    The telephone number for department after-hours calls currently rolls over to a message that gives instructions to the caller to hold for the answering and messaging service if the caller’s situation cannot wait until the following business day.
•    Answer calls within 3 rings.
•    No call may be left pending or unresolved. 
•    In the event any call is left in a pending or unresolved state, the county may immediately terminate contractor’s contract.
•    Deliver non-emergency calls received between 10:00 pm and 8:00 am to the appropriate county employee the next morning.
•    Periodically change the requirements for after-hours telephone answering and messaging services as needed to meet the particular needs of each division.
•    Keep formatted service logs of all calls received each day during the contract term, organized by division.