CC-3917 - USA (California) - Live Answering, Dispatching and Work Order Entry Services - Deadline November 12,2026

(1) Vendor needs to provide live answering, dispatching and work order entry services.– Provide multilingual telephone answering service by answering, entering, and dispatching to the appropriate staff the maintenance service requests, also known as Work Orders (WOs), from residents who reside at owned properties.– Requires approximately 16,000 to 18,000 minutes of answering WO calls per month for approximately 3,200 WOs.– Approximately 2,600 WO calls during business hours per month.– Approximately 600 WO calls during after–hours.– approximately 600 WO after–hours calls per month, approximately 200 require dispatching on–call staff to address emergency maintenance needs.– Calls answered will be predominately, but not exclusively, in English and Spanish from households residing in 5,750 public housing units.– Enter all maintenance WO calls received twenty–four hours per day seven days per week, three hundred sixty–five 365 days per year.– Receive, enter, and dispatch all emergency WO calls received after–hours.– Provide language interpretive assistance services for languages other than English or Spanish.– Ensure that live operators answer all calls.– Promptly answer all calls and avoid keeping residents and staff on–hold for any unreasonable length of time. Immediately dispatch all emergency calls during after–hours.– Receiving after–hour emergency maintenance services calls from residents.– After–hours means the following:• Weekday nights from 4:00 PM through 8:00 AM the following day.• Weekends from 4:00 PM Fridays through 8:00 AM Mondays.(2) The contract period will be for one year. (3) All the questions must be submitted no later than October 27, 2026.