Telephone Operator/Switchboard Services

Background
The VA Central California Health Care System (VACCHCS) is seeking a contractor to provide non-personnel telephone operator and switchboard services. This contract aims to ensure efficient communication within the healthcare system, supporting the mission of the VA to provide high-quality healthcare services to veterans.

Work Details
The contractor will be responsible for the following tasks:
1. Operate Cisco 8841 consoles with 7915 sidecars, managing calls through Cisco Agent Desktop and paging via Lynx notification system.
2. Answer and process all incoming calls politely and efficiently, routing them appropriately throughout the facility.
3. Handle emergency alarms, codes, bomb threats, fires, and disasters with immediate professional responses.
4. Maintain a log of telephone equipment malfunctions and report them to Information Resources Management Service (IRMS).
5. Access and utilize the daily facility inpatient roster for providing information on admitted patients.
6. Ensure that all incoming calls are answered within three rings.
7. Provide adequate coverage for telephone services at all times, including during heavy workloads or absences of personnel.
8. Conduct training for contract personnel on VA procedures and ensure compliance with safety regulations.

Period of Performance
Base Year: October 1, 2026 to September 30, 2027; Option Years: October 1, 2027 to September 30, 2031.

Place of Performance
VA Central California Health Care System, Building 126, 15 E. Clinton Ave, Fresno, CA 93703.

Bidder Requirements
Contract personnel must receive training in VA procedures before assignment. They must wear identification badges provided by VA and have automobile liability insurance if driving or parking at the facility. The contractor is responsible for providing workers' compensation, liability insurance, health benefits, and ensuring compliance with privacy laws.

Incumbent Analysis (see Incumbents section for more detail)
This opportunity for telephone answering/operator and switchboard services appears to have a confirmed incumbent based on prior award 36C26124C0004, awarded to Magellan Solutions USA for $5,169,600 (10/01/23–09/30/26). The prior contract required 24/7 telephone operator and switchboard support at VA facilities including Fresno, with responsibilities such as answering and processing incoming calls, routing calls throughout the facility, maintaining logs of telephone equipment malfunctions/complaints, and using Cisco-based call handling systems—tasks that align closely with the current sources sought for telephone answering services.