Out of Hours and Emergency Call Answering Service

The City Council is seeking an onshore vendor based in Ireland to provide an out of hours and emergency call answering service. The selected provider must handle approximately 3,300 calls annually and perform all work offsite. The main objective is to establish a structured system that filters out standard business information calls and focuses strictly on emergency triage during non-business hours. The scope of work requires the provider to develop an operating manual that defines the triage process for incoming calls. The provider must also collaborate with the City Council project team to design a tailored call script that incorporates call filtering and qualification protocols. Additionally, the service involves coordinating call-outs via phone, SMS text, and email, as well as participating in weekly, monthly, and quarterly performance and progress meetings. Eligible bidders must be organizations located onshore within Ireland. The City Council is accepting digital submissions for this opportunity via email or through their online portal. While the agency has not disclosed a specific budget and is looking for proposals, the contract requires a fully operational offsite setup capable of meeting all communication and reporting intervals.