24x7x365 Telephone Operator and Switchboard Services

The agency is seeking 24x7x365 telephone operator and switchboard services. This includes providing four telephone operators to answer incoming calls politely, efficiently, and in a friendly manner, even during heavy workloads and crises. Calls will be answered in priority order and routed appropriately throughout the facility. The scope of work covers answering collect calls only when authorized, obtaining and recording time and charges, and ensuring no unauthorized long-distance calls are made or collect calls accepted. Operators will utilize the facility radio, overhead paging, pocket paging, and code-paging systems as required. The agency also requires assistance in placing outgoing calls, coordinating and patching through multiple stations, and assisting facility staff and patients with placing calls. Calls will include commercial and Enterprise Infrastructure Solutions (EIS) calls. A log of all telephone equipment malfunctions and complaints regarding telephone service must be maintained. This bid is set aside for service-disabled veteran owned small businesses. Bidders must be an onshore organization only. Performance of the work will be offsite. The contract period will be for one year. The agency is looking for proposals.