Call Answering and Dispatch Services

The Housing Authority of the City of San Buenaventura, operating as Ventura Housing, is seeking a vendor to provide after-hours call answering and dispatch services. The agency needs to solve the problem of managing maintenance-related calls and other service requests outside of normal business hours. The selected provider will handle incoming calls from Monday through Thursday between 5:00 PM and 7:30 AM the next business day, all day on Fridays, and throughout the weekends on Saturdays and Sundays. The scope of work requires live call answering and intake, with all calls answered by a live operator within thirty seconds. The provider must classify calls as emergency or non-emergency, document service requests accurately, and dispatch information to on-call personnel in a timely manner. Additionally, the agency requires data entry into the Ventura Housing property management system, known as Yardi, and multi-channel communication support via phone, text, email, and portal. Dispatching must occur through text message, while notifications through the Yardi Work Order Application are preferred. Eligible bidders must be onshore organizations based in the United States. The agency requires the performance of all work to occur offsite. The agency is looking for proposals to determine the budget for these services. Bidders must submit all questions regarding this opportunity no later than June 23, 2026.