24/7 Telephone Operator Support Services
United States of America > VETERANS AFFAIRS, DEPARTMENT OF > 255-NETWORK CONTRACT OFFICE 15 (36C255) (VA MEDICAL CENTER)
Original Solicitation Links
Contact
Submission Instructions
Description
The Department of Veterans Affairs requires continuous, on-site telephone operator and telecommunications support for the Kansas City VA Medical Center and associated sites. The contractor must provide all personnel, supervision, management, staffing, and other resources necessary to operate telephone and paging systems, route internal and external calls, support 911 and emergency communications, monitor alarms, maintain directories and logs, respond to equipment malfunctions, and assist with authorized system maintenance and training. Services must be staffed 24 hours per day, 7 days per week, including federal holidays, with specified weekday, weekend, and holiday operator and supervisor coverage. Personnel must have a high school diploma or equivalent, one to two years of call center or telephone operator experience, medical terminology knowledge, and required VA orientation, privacy, HIPAA, information-security, and facility training. The contractor must meet performance standards including an average speed of answer of 10 seconds or less, no call ringing longer than 30 seconds, and an abandonment rate below 5 percent. The contemplated contract is firm-fixed-price, with a base year and four one-year option periods, and includes quality-control, security, personnel-vetting, insurance, and SDVOSB limitations-on-subcontracting requirements.
Classification Codes
Smart Codes
Specifications
Timeline
Requirements
- Workers' compensation and employers liability — $100,000.00
- General Liability — $500,000.00
- Automobile liability — $250,000.00
Documents
| Title | Date Posted |
|---|---|
| 36C25526Q0654_RFQ FINAL.pdf | Sep 10, 2026 12:00 PM |
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