Northport Switchboard/Dispatch Services

Background

The Department of Veterans Affairs, Northport, NY VA Medical Center is seeking a Firm Fixed Price contract for Switchboard Operation and Emergency Dispatch Services for the Northport VAMC Campus. The goal of this contract is to ensure effective operation of all switchboard and dispatch activities, ensuring timely answering and routing of calls made to the Medical Center.

Work Details

The Contractor shall provide all personnel, supervision, and services necessary for switchboard operations. Telephone operators will utilize five telephone attendant consoles with Cisco Webex and Cisco Finesse to process calls. Coverage is required from 8:00am to 4:00pm, 4:00pm to 12:00am, and 12:00am to 8:00am, seven days a week including federal holidays. Operators will assist in placing outgoing local and long-distance calls and provide information services using Public Address, Radio Paging, and two-way radio systems. The contractor must ensure adequate staffing coverage at all times and provide back-up coverage for unexpected absences. Operators are responsible for receiving incoming calls within three rings, providing general information, processing emergency calls with priority, maintaining records of communications, and adhering to privacy regulations. The contractor must also manage training for personnel and maintain a quality control program.

Period of Performance

The period of performance includes continuous coverage from 8:00am to 8:00am across three shifts daily, seven days a week including federal holidays.

Place of Performance

Northport Department of Veterans Affairs Medical Center, 79 Middleville Road, Northport, NY 11768.