CC-3905 - USA (Arizona) - 24x7 Telephone Answering Services - Deadline October 14,2026

(1) Vendor needs to provide 24x7 telephone answering services.– Telephone answering services to assist with general public phone calls and inquiries.– Provide live–agent telephone answering services twenty–four hours per day, seven days per week, including weekends and county–observed holidays, 365/366 days per year, without interruption except for county–approved maintenance.– Capacity to handle fluctuating call volumes.– Place an outbound call to the designated County contact, confirm that the contact accepts the call, and then connect the caller.– Provide, maintain, and support a unique local or tollfree telephone number for each participating county program, as requested.– Calls must be answered by trained live agents in a prompt, professional, respectful, culturally responsive, and courteous manner.– answer, screen, document, route, transfer, and escalate calls according to the current written script and call–handling instructions supplied or approved by the county for each program.– Emergency and Urgent Calls: distinguish emergency, urgent, and routine calls using County–approved scripts.– For an immediate threat to life, health, or safety, the agent must instruct the caller to call 911 or connect the caller to 911 when technically feasible, while following the applicable county protocol.– Provide live answering service in English and Spanish at all times.– Maintain a searchable, time–stamped record for each call that includes, at minimum, account and program, incoming number when available, date and time received, answer time, agent identifier, caller information required by the script, summary and purpose, disposition, transfer or notification attempts, acknowledgment, and call duration (2) All questions must be submitted no later than October 6,2026.(3) The contract period will be for one year.