Answering Service

The agency is seeking an answering service to manage its request line during specific hours. The contractor will answer calls, dispatch them to county employees, log all interactions, and provide information using provided frequently asked questions. The service will also generate reports on call activity. Normal business hours for the service are Monday through Friday from 3:00 p.m. to 8:00 a.m., and 24 hours per day on weekends and county-observed holidays. The service must be able to handle up to 20 incoming calls simultaneously, with the capacity to manage over 100 calls per hour during extraordinary periods. A report detailing all calls received in the preceding 24 hours must be available electronically to the Department by 9:00 a.m. each weekday. The contract period will be three years. Eligibility requires the organization to be onshore within the USA. Performance of the work will be conducted offsite. The agency is looking for proposals and has not specified a budget.