R426--Miami VHA Telephone Switchboard Operator Service (VA-26-00030801)

The Department of Veterans Affairs is seeking a vendor to provide telephone switchboard operator services, including receiving incoming calls, operator-assisted calls, emergency calls, and alarm calls. The services will be provided at the Miami VA Health Care System and associated units. The contract will have a base period of one year, with four option years. The vendor will be required to provide all personnel, supervision, and other services necessary to perform the switchboard services. The NAICS code for this solicitation is 561421, Telephone Answering Services. This is an SDVOSB Set Aside, and all responsible SDVOSB vendors may submit a quotation. • The vendor will be responsible for providing switchboard operators to receive incoming calls and refer them to the requested party or extension. • The vendor will be responsible for handling emergency calls and alarms, including STEMI, telephone alarms, fire alarms, stroke alerts, and suicide crisis. • The vendor will be required to maintain an operator log and submit a daily summary to the Contracting Officer's Representative. • The vendor will be required to comply with all applicable laws and regulations, including those related to security and confidentiality.