Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2540

Government Authority located in California; USA based organization looking for expert vendor for emergency and after-hour answering services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide emergency and after-hour telephone answering services for to provide answering services during normal business hours, emergency situations, and after-hours then route emergency calls to the adult services division (ASD) and children services division (CSD).
- A system of in-person response for reports of dependent adult and elder abuse, 24-hours a day, 7-days a week, to intervene and assist elder or dependent adults to alleviate physical, sexual, and financial abuse, neglect, isolation and abandonment, abduction, and mental suffering.
- Adult Services Division
a. Monday through Friday; prior to 7:30 a.m. and after 5:30 p.m.
b. One Thursday a month designated, coverage of 60 minutes for unit meetings.
c. 24-hour coverage for Saturday, Sunday, and County-observed holidays.
d. In the event of natural disasters, emergency outages, phone disruptions, fire, and terrorist and bomb threat, when coverage is needed.
e. In the event of a general shortage of labor as a result of, but not limited to, strikes, walkouts, mass sickness call-ins, boycotts, picketing, slowdowns, work stoppages or other labor actions.
- Children Services Division
a. County-observed holidays.
b. In the event of natural disasters, emergency outages, phone disruptions, fire, and terrorist/bomb threat, when coverage is needed.
c. In the event of a general shortage of labor as a result of, but not limited to, strikes, walkouts, mass sickness call-ins, boycotts, picketing, slowdowns, work stoppages or other labor actions.
(2) Approximate number of calls transferred on monthly average was ASD: 1,118 calls, CSD: 9 calls.
(3) All the questions must be submitted no later than January 20, 2023
(4) The contract period will be for four years.

[C] Eligibility:

- Onshore (US Only);

[D] Work Performance:

- Performance of the work will be Offsite.

[E] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Monday, 6 February, 2023

Question Answer Deadline : Friday, 20 January, 2023

Category : Call Center and Answering

Country : USA

State : California

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