Answer all incoming phone calls after-hours originating from Public Works Phone number. Log all incoming calls to include: - Time - Date - Name - Caller Contact Information - Address - Nature of Concern - Type of Service Needed - Action Taken Forward all emergency calls to appropriate city personnel that generally would involve, water main breaks, sewer back-ups, traffic signal operations, street closures or dangers that need immediate attention. A list of City contracts will be provided to the vendor. Service Hours: - Monday – Friday: 4:00 p.m. to 7:00 a.m. - Saturday and Sunday: 24 hours - Holidays Christmas Break: Christmas Eve to New Years Day, 24 hours Martin Luther King Day – 24 Hours Presidents Day – 24 Hours Memorial Day – 24 Hours Independence Day – 24 Hours Labor Day – 24 Hours Veterans Day – 24 Hours Thanksgiving and Friday After – 24 Hours Emergency Conditions Ability to flex staff during emergency conditions Maintain up to date City Contact List Vendor Qualifications Provide number of years in business Minimum of three (3) References Provide translation services when required Personnel requirements (number of employees available) Call Categories Emergency Categories to be Passed onto City Personnel - Water leaks/breaks - Loss of Water pressure - Object in Roadway - Traffic Signal Malfunction - Sanitary Sewer backups - Emergency situations at City Facilities - Other emergencies that require immediate attention Non-Emergency Categories to be noted and passed on next business day - Utility Billing questions - Questions for City Transit Service - General concerns regarding City Operations Service Response Times 100% of calls shall be answered by a live person Calls shall not be placed on hold for longer than one (1) minute
