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 times. The service must cover weekdays from Monday to Friday between 5:00 PM and 9:00 AM, as well as weekends from Friday at 5:00 PM to Monday at 9:00 AM. The current telephone system rolls over to a message instructing callers to hold for the answering service if their situation requires it. The contractor must answer all calls within three rings and maintain a professional demeanor at all times. Operators must obtain the name of each caller, a callback number, and information regarding the caller's specific request or need. The agency requires the contractor to record all calls, archive them for later access, and secure all received information and recordings using encryption. The scope of work requires the contractor to provide an online platform for agency staff to review call details and collect data. The contractor must deliver emergency messages to the appropriate agency employee within thirty minutes of receipt. For non-emergency calls received between 10:00 PM and 8:00 AM, the contractor must deliver the messages to the appropriate county employee the following morning. The agency requires daily formatted service logs of all calls received, organized by division and program, to meet the specific needs of each division. Only onshore organizations based in the United States are eligible to bid on this opportunity. The contractor will perform all work offsite, and the agency is looking for bidders to propose a budget. The contract period will run for one year. Bidders must submit all questions regarding this opportunity no later than June 18, 2026.