Erie VAMC Phone Answering Services

Background
The Department of Veterans Affairs (VA) in Erie, Pennsylvania requires phone answering services to support its operations at the Erie VA Medical Center. This acquisition is aimed at providing essential switchboard services that facilitate communication within the facility and with external callers. The contract is specifically set aside for Service Disabled Veteran Owned Small Businesses, reflecting the VA's commitment to supporting veteran-owned enterprises.

Work Details
The contractor will provide comprehensive switchboard services including:

- 24/7 coverage for all shifts
- Receiving incoming calls
- Placing outgoing calls
- Transferring calls using the Erie VAMC SharePoint Directory
- Providing general information about the facility
- Monitoring emergency calls and alarm systems
- Utilizing paging systems for announcements
- Reporting equipment failures
- Maintaining directories and logs
- Conducting telephone traffic control studies.

Coverage must be maintained during emergencies and federal holidays. Incoming calls must be answered within five rings using a standardized greeting that includes the name of the facility and operator. The contractor is responsible for ensuring compliance with privacy regulations and safeguarding patient information.

Period of Performance
The contract will have a base period of six months with three one-year option periods following the initial term.

Place of Performance
Erie VA Medical Center, 135 East 38th Street, Erie, PA 16504.

Bidder Requirements
Bidders must be Service Disabled Veteran Owned Small Businesses. Contractor personnel must undergo background investigations as required by VA policy to access sensitive information. They are also required to provide proof of health care requirements before commencing work. The contractor must ensure that all employees are covered by worker's compensation and professional liability insurance.

Incumbent Analysis (see Incumbents section for more detail)
This opportunity appears to have a confirmed incumbent based on prior VA Erie VAMC switchboard/phone answering support awards. Mountainside Medical Equipment previously performed “TELEPHONE SWITCHBOARD OPERATOR SERVICES” for $1,156,800 (04/01/20–09/30/25), and Magellan Solutions USA is currently listed for “PHONE ANSWERING SUPPORT SERVICES - ERIE VAMC” for $491,809 (10/01/25–03/31/27). The scope described for the new effort—24/7 incoming call answering within set rings, transfers using the facility directory, emergency call monitoring, and related directory/log maintenance—matches the prior telephone switchboard/operator and phone answering support functions at the same facility, consistent with a continuation of service.