Description
The Department of Human Resources (DHR) is seeking a bid to create a contract for Live Voice Answering Services for Limestone, Madison, and Jefferson Counties. The supplier must provide live voice answering services 24 hours a day, 7 days a week, and support call volume requirements with zero unanswered calls. The supplier will be responsible for taking messages, dispatching messages, and providing backup answering services during specified hours. The contract will require the supplier to maintain call logs, provide a point of contact, and participate in proceedings as needed.
• The supplier must provide live voice answering services for Adult Services, Family Services, and Children’s Service calls.
• The supplier must direct calls for Child Support, Food Assistance, TANF, or JOBS program to call back during regular office hours.
• The supplier must maintain courtesy communications to all callers and answer all incoming calls immediately.
• The supplier must provide a fax number and email address for DHR to send daily, weekend, and holiday work schedules of on-call workers.
• The supplier must maintain emergency protocols for continued service in the event of natural disasters.