The Contractor will provide 24-hour telephone answering services in the Department of Water Resources (DWR), Division of Flood Operations, Hydrology and Flood Operations Branch, Flood Operations Section, Flood Operations Center (FOC) for flood emergency assistance to the public and agencies within the State of California. The Contractor will provide 24-hour, year-round telephone answering services for the FOC during all hours when FOC staff is not available. This will include nights, weekends, New Year’s Day, Martin Luther King Jr. Day, President’s Day, Cesar Chavez Day, Memorial Day, Independence Day, Labor Day, Veterans Day, Thanksgiving Day, Christmas Day and whenever necessary as requested by FOC staff. Emergency Calls: Examples: • Caller states it is an emergency • Caller is reporting any type of flooding • Caller is reporting a levee or dam issue (leak, break, failure, hazardous situation) • Call is a follow-up to an earlier call and caller needs to speak to someone right away; Non-emergency Calls: Examples: • Caller is requesting documents (i.e. Directories) or other Flood Operations Center information and you have confirmed it is not an emergency • Caller is requesting flood fight supplies/materials and you have confirmed it is not an emergency • Caller wants to leave a message for DWR staff and you have confirmed it is not an emergency;
