Description
The Massachusetts Commission for the Deaf and Hard of Hearing (MCDHH) is seeking a Call Answering and Message Processing Service to accept and process calls for its After-Hours Emergency Service. The service will operate primarily outside of Commonwealth business hours, connecting individuals experiencing emergencies with language access services. The contractor will be required to follow specific protocols for communication and dispatch, including geographic accuracy, two-way communication with interpreters, and follow-up procedures. The service will receive approximately 250 calls annually, with recent billing data indicating 300-400 minutes of service per month. Key characteristics and performance requirements include:
• Core requirement: geographic accuracy and regional protocols
• Protocols for communication and dispatch
• Follow-up and blast procedures
• Flexibility and MCDHH-specific protocols
• Customer service standards
• Communication and accountability
• Reporting and data requirements