Taconic DDSOO Answering Services for Wassaic Campus in Dutchess County

Background
The New York State Office for People With Developmental Disabilities (OPWDD) is seeking qualified contractors to provide Answering Services for the Wassaic Campus located in Dutchess County.
The goal of this contract is to ensure effective communication and support for OPWDD staff, voluntary agencies, family members, and the general public during off-hours.

Work Details
The contractor will provide off-hours answering services including:
- Coverage from Monday to Friday, 4:30 PM to 8:00 AM;
- Weekend coverage from Friday 4:30 PM to Monday 8:00 AM;
- 24-hour coverage on designated holidays such as New Year's Day, Labor Day, and others.
Responsibilities include answering calls promptly (within 5 minutes), minimizing hold times, logging call data, connecting calls or taking messages, and relaying information via phone or text message.
The contractor must maintain a daily log of all transactions detailing the reason for the call, caller information, medical reasons if applicable, and how messages were relayed.
Calls related to medical issues must be directed to Nurse Triage during business hours. If no response is received from Nurse Triage after two attempts within five minutes, calls should be escalated to management.
The contractor must comply with all local, state, and federal laws governing the performance of these services.

Period of Performance
The contract is expected to commence on February 1, 2025, and will last for a duration of five years until January 31, 2030.

Place of Performance
Services will be performed at the Wassaic Campus located at 26 Center Circle, Wassaic, NY 12592.