The Vendor is required to provide bilingual (English and Spanish or on occasion other non-English language) telephone answering service to agency by answering, entering and dispatching to the appropriate agency staff the maintenance requests, also known as “work orders” (WOS), from residents who reside at agency -owned properties.
- Residents include, but are not limited to: non-operational refrigerators or stoves; clogged drains; and water leakages, etc.
- Answer calls for agency call center during agency-wide emergencies and planned activities.
- This service, calls answered may only require the relaying of a simple scripted message to the caller or the entry of all WO request received.
- Calls answered will be predominately in English and/or Spanish from households residing in 5,900 public housing units.
- Minutes include calls and time to enter WO in the authority’s computer business system (“business system”).
- Foreign language(s) may also be required.
- The as-needed answering service for the authority’s call center, calls will be received from a multitude of populations including public housing residents.
- Quote A:
• Agency requires approximately 2,000 – 4,000 minutes of answering after-hours calls per month for maintenance requests.
• Minutes include calls and time to enter emergency work orders in agency business system and to contact after-hours on-call staff as required. quote a should also include a flat rate for live answering service for agency call center on an as-needed basis for agency-wide emergencies and planned activities during business hours, estimated at four (4) occurrences per year but may fluctuate annually.
• Agency shall provide a general statement to the vendor in response to callers that due to an emergency or planned activity agency is unable to accept calls.
• Call activity is approximately 1,500 calls per business day.
- Quote B:
• Agency is seeking a quote for 24-hour hour/seven (7) days a week answering of calls and entering work orders into agency business system for all maintenance request for the over 5,900 public housing units. estimate call activity of 2,000 minutes per week (8,000 minutes/month), including contacting after-hours on-call staff as required as covered in quote a. quote b should also include a flat rate for live answering service for agency call center on an as-needed basis for agency-wide emergencies and planned activities during business hours, estimated at 4 occurrences per year but may fluctuate annually.
• Agency shall provide a general statement to the vendor in response to callers that due to an emergency or planned activity agency is unable to accept calls.
• Call activity is approximately 1,500 calls per business day.
- Promptly answer all calls and avoid keeping residents and agency staff on-hold for any unreasonable length of time.
- Immediately dispatch all emergency calls during after-hours, weekends, and holidays.
- Provide the answering service staff with procedures and periodic updates.
- The procedures shall contain information including, but not limited to, staff members to contact and staff phone numbers.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: April 28, 2025