After-Hours Telephone Answering and Messaging Services

The agency is seeking a contractor to provide after-hours telephone answering and messaging services to handle incoming calls during designated non-business hours. The service must operate on weekdays from 5:00 PM to 9:00 AM, and on weekends from Friday at 5:00 PM through Monday at 9:00 AM. The agency needs to solve the problem of managing after-hours inquiries by routing calls that roll over from a recorded instruction message to live operators. The scope of work requires operators to answer calls within three rings, maintain a professional demeanor, and obtain the caller name, callback number, and specific request details. The contractor must record and archive all calls, secure all information and recordings using encryption, and provide an online platform for agency staff to review call details and collect data. Emergency messages must reach the appropriate agency employee within thirty minutes, while non-emergency calls received between 10:00 PM and 8:00 AM must be delivered to the designated county employee the following morning. The contractor must deliver formatted daily service logs of all received calls, organized by division and program, to meet the specific needs of each agency division. Eligibility is restricted to onshore organizations based in the United States, and the performance of all work will take place offsite. The agency is requesting budget proposals for a contract period that will run for one year. Bidders must submit all questions regarding this opportunity no later than June 18, 2026.