R426--Telephone Switchboard Operator Service

The Department of Veterans Affairs is seeking a contractor to provide telephone switchboard operator services for the Hampton VA Medical Center. The contractor will be responsible for receiving, transferring, assessing, tracking, monitoring, and handling the disposition of all inbound calls. The contractor must provide personnel, supervision, and other services necessary to provide outstanding switchboard services 24/7. The contract has a base year and four option years, with a total period of performance of five years. The contractor must comply with industry best practices and VA policies and procedures. • The contractor must provide a Program Manager with at least two years of switchboard operating experience and one year of supervisory experience. • The contractor must provide switchboard operators who can speak and deal with people from various backgrounds and have knowledge of the VA healthcare system. • The contractor must maintain logs and reports, including unusual event logs, telephone trouble reports, and weekly and monthly status reports. • The contractor must comply with VA security requirements, including background investigations and fingerprinting. • The contractor must provide a quality assurance surveillance plan to monitor performance and ensure compliance with contract requirements.