24-Hour Answering Service

The City of Phoenix is seeking a vendor to provide 24-hour inbound call answering services for the Parks and Recreation Department. The selected vendor will handle calls related to public safety, observations, and general concerns reported in City parks. The services must be available in both English and Spanish, 24 hours a day, 7 days a week, including holidays and weekends. The vendor must provide accurate documentation of all calls using structured data collection methods and provide mobile-friendly access to the collected information. The contract will be for a period of 5 years, with an option to renew. The City is looking for a vendor that can provide high-quality services, meet the requirements outlined in the solicitation, and offer competitive pricing. • The vendor must have experience in providing 24-hour call answering services. • The vendor must have a professional 24/7 bilingual inbound call center with courteous, professional service in both English and Spanish. • The vendor must provide structured data entry formats and secure data storage. • The vendor must provide an automated call response. • The vendor must submit timely reports as required by the City within 24 hours of notification. • The vendor must participate in periodic performance review meetings with the City. • The vendor must collect data using structured fields, including first and last name, phone number, email address, park name, location in park, date, time observed, observations, and description of person(s), clothing, animals or items involved.