RFP ID - CC-0007
We are based in USA and we are requesting quotes from qualified and experienced service provider for Answering Services. These answering services are required by 2 of our divisions who work to provide assistance to elderly and dependent adults who are functionally impaired, unable to meet their own needs, or who are victims of abuse, neglect or exploitation; and to protect children from abuse, neglect, and exploitation. The period of performance shall be for three (3) years, renewable in one (1) year increment, with no obligation by us to purchase any specified amount of service(s).
Scope of Services:
1) Service Provider will answer all calls made by caller(s) to the 1-800 no. (Provided by us) after 5:30 p.m. (local time), Monday through Thursday, and 24/7 Friday through Sunday and all our observed holidays.
2) Service Provider to get the caller’s name, phone number and will transfer all calls, while caller is on the line, immediately to the on-call Social Worker. We will provide Service Provider with an updated list of on-call Social Workers’ names and phone numbers, either by fax or email.
3) Service Provider will keep a log of all calls (in calls/out calls) containing the caller(s) name, telephone number, date and time of call, and the time Service Provider contacted the on-call Social Worker.
4) Service Provider will fax or email log(s) to Central Intake Center on a daily basis.
5) Service Provider will not deviate from the answer phrase or “script” provided by Central Intake Center, upon award and updated by us as required.
6) Service Provider shall have a backup site to forward all caller calls in case of a disaster. Service Provider’s proposal shall explain how Service Provider will provide a backup site.
7) Service Provider will maintain strict confidentiality of all calls made by callers to Central Intake Center.
We are looking for Best Proposals. All the questions can be submitted via email on or before December 17, 2009 by 15:00 Hrs (local time). Interested Service Providers can submit their responses on or before January 7, 2010 by 13:30 Hrs (local time) on given address. This Tender is Onshore and Offsite. To have an idea of volume of calls, please look for attachment.
Contact Details
Company Name : The County of Riverside, Department of Public Social Services (DPSS)
Designation : Procurement Contract Specialist
Address : Purchasing & Fleet Services, 2980 Washington Street,
City : Riverside
State : California
Country : United States
ZipCode : 92504-4647
Phone : +1-951-358-3957
Fax : +1-951-358-3900
