Ifb S24Dosh001

Background
The Department of Industrial Relations (DIR) of the State of California is issuing this Invitation for Bid (IFB No. S24DOSH001) to procure live person telephone answering services.
The DIR's mission is to improve workplace safety and health through standards enforcement, including investigating worksite fatalities, serious injuries, and complaints about job hazards.
The goal of this contract is to ensure that calls and emails received by DIR offices during both normal and non-business hours are answered promptly.

Work Details
The contractor will provide live person telephone answering services for calls and emails received by DIR offices 24/7. This includes:
1. A standard set of questions for all calls, approved by the DIR Contract Manager, including details such as caller's name, return phone number, incident date and location, injured person's details, employer's information, etc.
2. Screening calls for severity to determine if immediate contact with DIR staff is necessary for severe incidents such as fatalities or serious accidents.
3. Maintaining a written record of all calls and forwarding them daily to each DIR office by 8:00 AM via fax or email.
4. Providing a contact list prepared by the DIR Contract Manager for emergency situations while ensuring confidentiality of all information.

Period of Performance
The contract term will be for twenty-four (24) months starting from the estimated contract start date of October 20, 2024.

Place of Performance
Services will be performed remotely but must be accessible to the Department of Industrial Relations across California.