24-Hour Answering Services

The Vendor is required to provide 24-hour answering services must be available in both English and Spanish and accessible 24 hours per day, seven days per week, including holidays and weekends.
- Responsibilities
• Staff and operate a professional 24/7 bilingual inbound call center with courteous, professional service in both English and Spanish.
• Use structured data entry formats and provide secure data storage.
• Provide an automated call response.
• Submit timely reports as required by the city within 24 hours of notification.
• Participate in periodic performance review meetings with the city.
• Secure a mobile-accessible platform for authorized city staff to view and download call log reports.