The Answering Service Contractor shall provide answering services between the hours of 4:00 p.m. – 8:00 a.m. CST, Monday – Friday, and 24 hours per day, Saturday – Sunday. Contractor will provide this support for the Louisiana Adult Protective Services for Non-Licensed (Community) Investigations, Health Standards Licensed Provider Investigations, and LDH Facility Investigations during non-business hours. APS will provide orientation and training to the Contractor prior to the start of the contract. All personnel essential to the management and operation of the contract must be available for orientation and training. The Contractor receives calls during the following circumstances: • Between 4:00 p.m. to 8:00 a.m.(CST), Monday – Friday • Saturday and Sunday – 24 hours per day • State and Federal Holidays • Office closures due to emergencies, including but not limited to natural disasters, pandemics, power outages, and other circumstances of an emergency requiring office closures or alternate agency operational plan • Office closures due to administrative needs such as training and staff meetings The Contractor must have agents who communicate fluently in English, an available agent who can communicate fluently in Spanish, and TTY-assisted services. The Contractor must record all calls made to the agency, including calls not eligible for Adult Protective Services. The Contractor must send the APS Daily Call Log to APSreporting@la.gov by 8:30 a.m. (CST) of the following business day for all calls made the previous day.
