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CC-1745 - USA (Louisiana) - After-Hour Phone Answering Services - Deadline August 18,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1745

Government Authority located in Louisiana; USA based organization looking for expert vendor for after-hour phone answering services.

[A] Budget: Looking For Proposal

[B] Scope of Service:

Vendor needs to provide after-hour phone answering services for the office of aging and adult services, adult protective services,
- Calling the APS Hotline, a nationwide, toll-free number, available 24 hours a day, 7 days a week, including holidays,
- APS receives between 300 and 500 after-hour calls per month. The average call-time, per call, is between ten and fifteen minutes,
- To provide answering services between the hours of 4:30 p.m. and 8:00 a.m. CST., Monday through Friday and 24 hours on Saturday and Sunday,
- To provide services during state declared holiday office closures, during temporary and extended emergency office closures, and during scheduled meetings, staff training, and any other circumstance, wherein, APS personnel are unable to accept calls,
- The Contractor shall screen calls to determine the following criteria:
- If the reports involve abuse, neglect, exploitation, or extortion,
- If the vulnerable individual is 18-59,
- If the adult has a physical, developmental, or mental disability,
- If the vulnerable adult, Risk to the vulnerable adult,
- The Contractor must: Answer all calls professionally using a scripted greeting,
- Answer all calls received by the third ring,
- Have knowledge of the services being provided,
- Communicate fluently in English or Spanish,
- Provide bilingual support 24/7 for Spanish speaking callers and
- Provide TTY assisted calls, etc.

[C] Eligibility:

Onshore (USA Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

[E] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Tuesday, 18 August, 2020

Category : Call Center and Answering

Country : USA

State : Louisiana

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