27x7x365 Answering Services

The buyer requires comprehensive, live-agent answering services 24 hours a day, 365 days a year for agency-owned and managed properties. The contractor must handle after-hours maintenance emergencies and resident inquiries outside normal business hours of 8:30 a.m. to 4:30 p.m., Monday through Friday. Scope obligations include answering calls using approved scripts, keeping hold times under three minutes, escalating calls to designated staff, documenting call activity, maintaining records, providing interpreter services with identified fees, maintaining backup operational capabilities, and submitting detailed monthly, quarterly, and annual call reports. Work will occur on and off-site. Eligibility limits participation to USA onshore organizations. The buyer provides no set budget and is looking for proposals. The buyer sets a two-year contract period. Key dates include a pre-bid meeting on August 18, 2026, and a final question submission deadline of August 24, 2026.