Telephone answering service for Emergency Services

Background
The Arlington County Government, through its Department of Human Services, is seeking to procure a Telephone Answering Service for Emergency Services. This service is essential for connecting Arlington County residents in need of emergency assistance with the appropriate response teams. The goal is to ensure swift and accurate communication during critical situations, facilitating timely responses and warm hand-offs when necessary. The Department aims to provide reliable support and reassurance to callers while efficiently coordinating emergency response efforts.

Work Details
1. Provide answering services for Arlington County Behavioral Healthcare Emergency Services 24 hours a day, 7 days a week, including holidays.

2. Answer all calls that emergency services clinicians do not answer after the third ring, with calls automatically forwarded to the Contractor’s answering service.

3. Upon receiving a call, the contractor’s answering service must:
a. Respond courteously with: 'Thank you for calling Arlington County Behavioral Healthcare Emergency Services; What is the nature of the emergency?'
b. Inquire if the caller is calling for themselves or on behalf of someone else and confirm if they are in Arlington County.
c. Keep all calls live until they relay information to an emergency services staff person, contacting the identified clinician on duty or supervisor and waiting for a response.
d. Simultaneously email the emergency services group email to alert them about the call on hold.
e. Maintain a contract with a language vendor for language needs.
f. For calls requiring services outside Arlington County, provide information regarding services in surrounding counties or forward calls to the appropriate jurisdiction.

4. Maintain a daily log of all answered calls including:
a. Date and time stamp (automatic)
b. Name and location of caller
c. Telephone number
d. Name of emergency services staff responding to the call.

5. Email daily call logs by 7:00 AM of the following day.

Period of Performance
The contract will commence upon award and will continue until terminated as per contract provisions.

Place of Performance
Services will be performed at locations designated by Arlington County Government.