RFP Summary for Public Health Emergency Hotline Service, NYC DOH

NYC 9/11 Public Portal Document

Agency’s assumptions regarding which approach will best achieve the goals and objectives set out above are as follows:

The contractor would have:

• History of at least one implementation of a similar contract providing live operator services in a large urban setting.

• Experience in the maintenance of live operator services.

The contractor would perform the following services:

1) Provide live operator assistance to handle up to 400 calls per day between the hours of 10AM - 8 PM, Monday through Friday.

2) Ensure no busy signals, and call pick-up within three rings.

3) Ensure that no caller should wait in a “queue” for more than one minute.

4) Provide additional operators within 24 hours notice should call volume increase.

5) Equip operators with specified scripts of information to relay to callers and have the technological ability to easily access the appropriate script.

6) Immediately update scripts and alert/train operators of changes in script upon notification by EPA. Modification of actual scripts would occur within two hours of notification by EPA.

7) Provide the Department a toll-free or local NYC lead number at no cost to

8) Provide operator service in English, Spanish, Chinese and other languages upon request

9) Provide TTY provisions for the hearing impaired.

10) Maintain a database which would record:

a) Date of call b) Start and end time of call c) Phone number of caller d) Zip code of caller e) Nature of call f) Disposition (i.e., calls which were completed, abandoned, forwarded, etc.) g) Operator identification h) Other information, as requested

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