Telephone Switchboard Operator Service   4

Background
The Department of Veterans Affairs, through the Network Contracting Office 6, is seeking a contractor to provide Telephone Switchboard Operator Services for the Hampton VA Medical Center.

The goal of this contract is to ensure efficient and effective communication services that support the healthcare operations of the facility, which serves a large patient population and handles a significant volume of calls.

Work Details
The contractor shall provide all personnel, supervision, and services necessary for outstanding switchboard coverage 24/7.

Key tasks include: receiving and transferring calls, providing information about clinical and non-clinical areas, operating audio and digital paging systems, handling emergency calls, maintaining records, and ensuring compliance with established protocols.

Operators must maintain a daily abandonment rate of 5%, with an average speed to answer of less than 30 seconds and an average handle time not exceeding 35 seconds. The contractor will also be responsible for training operators in customer service and telephone etiquette, ensuring they are familiar with the VA healthcare system.

Period of Performance
One base year starting from April 1, 2026, with four option years available.

Place of Performance
Hampton VA Medical Center, 100 Emancipation Drive, Hampton VA 23667.