After Hours Call Center

Summary (Newest Update)

Background The Department of Veterans Affairs (VA) is seeking to establish an After Hours Call Center service for the Richard L. Roudebush VA Medical Center (RLR VAMC) in Indianapolis, Indiana. This initiative aims to enhance the accessibility and responsiveness of healthcare services during non-standard hours, ensuring that veterans receive timely assistance and information. The contract will support the VA's mission to provide high-quality healthcare services to veterans by facilitating communication outside regular operating hours. Work Details The contractor shall provide operator call answering services, including: - Directory assistance and paging services as per Technical Requirements #2 and #6. - On-call information management, including updates on coverage changes during evening/night hours. - General hospital information dissemination. - Message center services with software recording capabilities. - Patient information handling in compliance with HIPAA regulations. - Answering an estimated volume of 300 calls per day, adhering to performance metrics outlined in the Quality Assurance Surveillance Plan (QASP), specifically answering calls within 30 seconds by a live person. - Training for staff will be provided by RLR at their location, with the contractor covering travel expenses for employees attending training sessions up to four times a year. - Establishing contingency plans for system failures and utilizing VA-provided tools for accessing the VA voice network. Period of Performance The contract period is set from July 1, 2026, through September 30, 2026, with four one-year options available at the discretion of the government. Place of Performance Services will be performed at the Richard L. Roudebush VA Medical Center located at 1481 West 10th Street, Indianapolis, IN 46202. Bidder Requirements Bidders must submit a signed copy of the SF1449 and a completed Subcontracting Certificate of Compliance for Services with their quotation. The contractor must comply with VA privacy and information security training requirements and undergo background investigations that may include fingerprinting. Additionally, contractors are required to have access to a VPN account per agent and ensure their internet connection supports voice quality on the network. Incumbent Analysis (see Incumbents section for more detail) This opportunity appears to have a confirmed incumbent based on prior award 36C25022C0040, awarded to Deborgem Enterprises for after-hours phone coverage services ($687,490) covering 01/01/22–06/30/26. The current requirement for an after-hours call center at the Richard L. Roudebush VA Medical Center—providing live operator call answering, message center services, and hospital information dissemination—appears to be a continuation of the same type of after-hours phone coverage work previously performed under the incumbent contract.