After-Hours Answering Services

The Vendor is required to provide after-hours answering services that serve as a direct extension of the office’s operations and public-facing customer service.
- Support operations during evenings, weekends, and holidays, ensuring continuous communication between agency staff, healthcare providers, partner agencies, and the public.
- During non-business hours, the Office relies on an answering service to:
• Facilitate real-time communication between deputy coroners and external stakeholders.
• Support families navigating the early stages of loss.
• Ensure continuity of operations across hospitals, law enforcement, and partner organizations.
- Service Volume & Operational Expectations
• 400+ calls per month.
• Average call duration: 2–3 minutes.
• 1,000+ text messages per month (sent and received).
• High-frequency communication with:
o Hospitals
o Families
o State Donor Network (frequent caller)
o Law enforcement and partner agencies
- Call Handling & Communication
• Answer incoming calls in a professional, compassionate, and consistent manner.
• Utilize guided scripting support to:
o Explain general death investigation processes.
o Provide next-step guidance to families.
o Direct callers to appropriate resources (e.g., release of decedent).
- Message Intake & Relay
• Accurately document and transmit all call details to the appropriate Deputy Coroner or staff member.
• Ensure clarity, completeness, and timeliness of all communications.
- Text Communication & Follow-Up
• Send and receive text communications related to active cases.
• Perform repeat text notifications when initial messages to Deputies go unanswered.
• Ensure closed-loop communication whenever possible.
- Call Answer Time: Prompt and consistent (industry standard expectations).