CC-3793 - USA (New York) - After-Hours Telephone Answering and Messaging Services - Deadline July 1,2026

(1) Vendor needs to provide after hours telephone answering and messaging services to– In Weekdays Monday to Friday 5:00 PM to 9:00 AM– IN Weekends Friday to Monday to Friday 5:00 PM to Monday 9:00 AM– Obtain the name of each caller, a callback number, and information pertaining to the request/need of the caller– Record all calls received and archive them for later access and review– Secure all information received and call recordings by encryption– Provide an online platform for staff to review details of the call and collect data– Employees must maintain a professional demeanor at all times.– The telephone number for after–hours calls currently rolls over to a message that gives instructions to the caller to hold for the answering and messaging service if the caller’s situation– Must answer calls within 3 rings– Contractor must deliver emergency messages to the appropriate agency employee within 30 minutes– Deliver non–emergency calls received between 10:00 PM and 8:00 AM to the appropriate county employee the next morning.– After–hours telephone answering and messaging services as needed to meet the particular needs of each division/program.– Formatted service logs of all calls received each day during the contract term, organized by division, program.(2) All questions must be submitted no later than June 18, 2026.(3) The contract period will be for one year.