Switchboard Operators Services   2

Background
The Department of Veterans Affairs is issuing this solicitation for Telephone Operator/Switchboard services at the Michael E. DeBakey Veterans Affairs Medical Center (MEDVAMC) located in Houston, TX.

The goal of this contract is to ensure efficient communication services within the medical center, which is critical to supporting its mission of providing high-quality healthcare to veterans. The contractor must have a minimum of three years of relevant experience in providing similar services.

Work Details
The contractor shall provide all labor, supervision, transportation, and other items/services necessary to perform Telephone Operator/Switchboard services. Specific tasks include:
- Answering incoming calls within four rings and assisting with outgoing local and long-distance calls using both commercial systems and the Federal Telecommunications System (FTS).
- Responding immediately to emergencies such as fires, Code Blue situations, and security alarms, initiating appropriate emergency procedures.
- Handling complex calls requiring personal involvement and responding compassionately to callers in distress.
- Monitoring alarms and providing support to fire and police departments as needed.
- Maintaining cleanliness and orderliness in areas not covered by custodial services.
- Ensuring compliance with all applicable regulations including HIPAA, Privacy Act, and Freedom of Information Act.

Period of Performance
The contract will be performed over a base period from September 15, 2025, to September 14, 2026, with four additional one-year option periods extending through September 14, 2030.

Place of Performance
Michael E. DeBakey Veterans Affairs Medical Center, 2002 Holcombe Boulevard, Building 100, Houston, TX 77030.