The Contractor shall: (1) provide non-automated, professionally trained, bilingual (English/Spanish) staff for DHHS telecommunication requirements; (2) provide in-bound and out-bound phone answering and messaging services, capability for texting messages and accepting international calls; (3) provide adequate staffing and equipment to guarantee a response time not to exceed five rings per call. In the event that call notifications are made by voice-mail, a follow-up contact call will be made within 15 minutes of original call to verify receipt of message; (4) be available 24 hours per day, 365 days per year, (including all holidays) to provide answering and messaging services; (5) not use any form of automated answering and messaging services, unless previously approved by DHHS; (6) transfer calls and take messages according to the designated schedule (as provided by DHHS) and as specifically instructed by DHHS; initial contact to DHHS shall be a phone call; (7) maintain a permanent log of calls and communications throughout the contract period, that will be made available to DHHS upon request; (8) have resources immediately available in the event of a power outage; and (9) provide a secured proprietary data storage.
