After-Hours_Answering_Services.pdf

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City of Indianapolis and Marion County

Request for Qualifications

AFTER-HOURS ANSWERING SERVICES

RFQUAL-47COR-19

Request For Qualification #RFQual-47COR-19 2

Title: After-Hours Answering Services

Table Of Contents

1. General Information

2. Background of Plan

3. Anticipated Scope of Work

4. Submission Requirements

5. Vendor Questionnaire

Attachments:

A - Sample Agreement

Request For Qualification #RFQual-47COR-19 3

1. General Information

1.1. Introduction

Questions pertaining to the Request for Qualifications content may be directed through the

Procurement Portal at https://procurement.opengov.com/portal/indy, no later than Friday, May 22, 2026 by 12:00 pm Eastern Time.

NOTE: Any related addenda to this Request for Qualifications, including written answers to questions, will be posted on the Procurement Portal at https://procurement.opengov.com/portal/indy. Vendors will be responsible for periodically checking the Procurement Portal for any related addenda up to and including the due date.

Vendors must acknowledge addenda with their submittal. Failure to acknowledge the addenda may cause a submittal to be determined as non- responsive for review purposes.

1.2. Timeline

Estimated Release Date: May 11, 2026

Question Submission Deadline: May 22, 2026, 12:00pm

Submittal Deadline: May 29, 2026, 12:00pm

1.3. Summary

Buyer Adrienne Hines

Buyer

Phone

(317) 327-4975

The City of Indianapolis and Marion County by and through the Purchasing Division is seeking

Request for Qualifications for After-Hours Answering Services. Submittals are due not later than

12:00 pm on Friday, May 29, 2026.

1.4. Background

The Marion County Coroner’s Office (MCCO) is seeking qualified vendors to provide after-hours answering services that serve as a direct extension of the Office’s operations and public-facing customer service.

2. Background of Plan

1.1 Introduction

The Marion County Coroner’s Office (MCCO) is seeking qualified vendors to provide after-hours answering services that serve as a direct extension of the Office’s operations and public-facing customer service.

The selected Vendor will support operations during evenings, weekends, and holidays, ensuring continuous communication between MCCO staff, healthcare providers, partner agencies, and the public.

Request For Qualification #RFQual-47COR-19 4

This service represents a critical first point of contact for individuals experiencing loss, seeking information, or coordinating care following a death. As such, the Vendor is expected to operate with the highest standards of professionalism, compassion, accuracy, and responsiveness.

1.2 Background

The Marion County Coroner’s Office conducts thousands of death investigations annually and serves as a vital component of the public health and safety system.

During non-business hours, the Office relies on an answering service to:

• Facilitate real-time communication between Deputy Coroners and external stakeholders.

• Support families navigating the early stages of loss.

• Ensure continuity of operations across hospitals, law enforcement, and partner organizations.

The answering service is not simply administrative—it is a mission-critical function that directly impacts public trust, investigative efficiency, and family experience.

3. Anticipated Scope of Work

3.1. Service Volume & Operational Expectations

The Vendor should anticipate:

• 400+ calls per month.

• Average call duration: 2–3 minutes.

• 1,000+ text messages per month (sent and received).

• High-frequency communication with:

o Hospitals o Families o Indiana Donor Network (frequent caller) o Law enforcement and partner agencies

Additionally:

• Some callers (particularly families) may call multiple times per day.

• Vendor must demonstrate patience, empathy, and consistency in repeated interactions.

3.2. Core Responsibilities

The Vendor shall:

Call Handling & Communication

• Answer incoming calls in a professional, compassionate, and consistent manner.

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• Utilize guided scripting support to:

o Explain general death investigation processes.

o Provide next-step guidance to families.

o Direct callers to appropriate resources (e.g., release of decedent).

Message Intake & Relay

• Accurately document and transmit all call details to the appropriate Deputy Coroner or staff member.

• Ensure clarity, completeness, and timeliness of all communications.

Text Communication & Follow-Up

• Send and receive text communications related to active cases.

• Perform repeat text notifications when initial messages to Deputies go unanswered.

• Ensure closed-loop communication whenever possible.

3.3. Escalation Protocol

The Vendor must implement a tiered escalation model, including:

• Urgent Notifications o Immediate relay to Deputy Coroner.

o Follow-up messaging if no response within defined timeframe.

• Routine Communications o Standard message relay with documentation.

The Vendor must demonstrate the ability to:

• Prioritize calls based on urgency.

• Maintain accountability for message delivery and acknowledgment.

3.4. Response Time Expectations

The Vendor shall meet the following minimum performance standards:

• Call Answer Time: Prompt and consistent (industry standard expectations).

• Message Relay to Deputies: Within minutes of call completion.

• Escalation Follow-Up: Repeated outreach until confirmation of receipt.

3.5. Customer Service Standards

The Vendor shall operate under a compassion-driven, high-accountability service model, including:

• Trauma-informed communication practices.

• Respectful, patient-centered engagement with families.

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• Professional tone across all interactions.

• Ability to manage emotionally sensitive situations.

3.6. Training Requirements

Vendor staff must demonstrate:

• Medical / death-care sensitivity training.

• Experience handling grief-related or crisis communications.

• Ongoing staff training and quality assurance processes.

3.7. Technology & Reporting

The Vendor must provide:

Technology Capabilities

• Secure call handling and messaging systems.

• Ability to support high-volume communication.

• Optional (preferred):

o Call recordings.

o Communication dashboards.

o Analytics and reporting tools.

Monthly Reporting

At minimum, the Vendor shall provide:

• Call volume metrics.

• Text message volume.

• Response time tracking.

• Summary of service trends.

3.8. Performance Expectations

Vendor performance will be evaluated based on:

• Accuracy and completeness of message delivery.

• Responsiveness to escalation protocols.

• Professionalism and customer service quality.

• Reliability and consistency of service.

3.9. Contract Term

The anticipated contract term will be:

Request For Qualification #RFQual-47COR-19 7

• One (1) year, with potential renewal options based on performance and operational needs.

4. Submission Requirements

All submittals must include the following:

4.1. Cover Letter

Organization name, contact name, address, phone number, and email address.

4.2. Qualifications Criteria

Key technical qualifications include demonstrated experience with strict adherence to data security standards. Below are the critical technical qualifications vendors must show:

1. Telephony & Infrastructure Capacity

• Redundancy and Reliability: Proof of redundant power supplies, multiple internet service providers, and disaster recovery plans to ensure 24/7/365 uptime.

• Scalability: Ability to quickly scale resources up or down based on fluctuating inbound call demands.

2. Security and Compliance

• Data Protection: Strong evidence of security protocols.

• Regulatory Compliance: Certification or documented adherence to industry standards, particularly death investigations and sensitive information communications.

• Data Breach Protocols: Documented incident response plans for addressing security breaches or data leaks.

3. Technical Functionality & Operational Tools

• Scripting Training: scripts to handle high call volumes.

• Quality Assurance Technology: Use of call recording, monitoring, and screen capture tools for performance auditing.

4. Performance Reporting and Monitoring

• Dashboards: Capability to provide live monitoring such as average speed of answer (ASA), abandon rates, and call duration.

• Customized Reporting: Ability to provide detailed, automated reports regarding call volume, agent performance.

5. Technical Support & Staffing

• Disaster Recovery (DR) Plan: Documented, tested procedures to redirect traffic to alternative locations in case of a site outage.

4.3. Relevant Organizational Experience

• Provide a description of the organization’s experience servicing After-Hours Answering Services.

• Document the organization’s capacity and intent to proceed without delay if selected for this work.

• Provide a detailed description of the Organization’s ability to implement the Anticipated Scope of Work.

• An outline of qualifications and experience in performing similar services for each service your firm wishes to provide. List any educational degrees, active licenses/certifications and relative work experience. NOTE: A statement of interest is not required for each service.

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• Three (3) business references; preference will be given to references where similarly requested services were performed. Do not include references that are currently employed by City. References should be formatted as follows:

o Name:

o Title:

o Address:

o Phone Number:

o Email Address:

o Brief description of the services performed:

• If applicable, please provide a list of lawsuits that your company has been a party to as related to the types of services provided in this RFQUAL. For each lawsuit, please provide a brief description of the facts at issue as well as the resulting outcome.

4.4. MBE/WBE/VBE/DOBE (“XBE”) participation form or waiver

It is the policy of the City that Minority Business Enterprises (MBEs), Women Business Enterprises (WBEs), Veteran

Business Enterprises (VBEs), and Disability-Owned Business Enterprises (DOBEs) shall have the maximum feasible opportunity to participate in the performance of contracts. Consequently, the City, through Article IV, Section 202-401 of the revised municipal code & The Consolidated City of Indianapolis and Marion County

MBE/WBE/VBE/DOBE Business Utilization Plan in Indianapolis, has established MBE participation goals of 15%, WBE participation goals of 8%, VBE participation goals of 3%, and DOBE participation goals of 1% for its dollars spent on public works, goods, and services.

In order to help accomplish this goal, the City is requesting that you include with your submittal information regarding your status as an MBE, WBE, VBE, or DOBE. Additionally, please include contact information for any

MBE, WBE, VBE, or DOBE owned Vendors directly participating in your business operations. The City also requests contact information for any MBE, WBE, VBE, or DOBE sub-contractors that you might use in the course of doing business with the City. Some examples of this kind of service include, but are not limited to: office suppliers, courier services, shipping services, etc. These services can occur at the local, state, or national level. Please include an estimated percentage or dollar amount that you anticipate using.

Be advised that the information provided on MBE/WBE/VBE/DOBE participation will be included as part of the scoring criteria for this RFP. Accordingly, it is imperative that you do everything possible to obtain the information above and supply it as part of the submittal.

In order to be recognized by the City of Indianapolis/Marion County as an MBE/WBE/VBE/DOBE participant, your company must be certified with the Office of Minority &Women Business Development (OMWBD). The City will recognize only City of Indianapolis certified firms regardless of any other state or national affiliation.

If you should need assistance in obtaining information or certification for possible participation in a contract, please contact the OMWBD on the Internet at www.indy.gov/omwbd or by phone at (317) 327-5262.

Respondents can view a list of City OMWBD approved MBE/WBE/VBE/DOBE vendors by going to this web page:

https://www.indy.gov/activity/find-omwbd-contractor and selecting the appropriate monthly “Vendor Listing” spreadsheet.

4.5. Compensation / Cost

Since this is a Request for Qualifications only, any Vendor submission of compensation / costs will cause your submittal to be rejected. After the City selects a short list of candidates, negotiations will begin with each Vendor http://www.indy.gov/omwbd https://www.indy.gov/activity/find-omwbd-contractor

Request For Qualification #RFQual-47COR-19 9 and the City will encourage, only at that time, innovative responses regarding compensation / costs for representing the City in providing consulting services.

4.6. Submission Instructions

Submissions must be received before 12:00 pm Eastern Time on Friday, May 29, 2026. Late submissions will not be accepted or considered.

Please send your submission via the Procurement Portal.

Submissions must be signed by a representative of the respondent organization authorized to submit and establish fees on behalf of the respondent organization and bind the respondent organization to the terms and conditions of this RFQUAL.

5. Vendor Questionnaire

1. Exception Sheet*

Please download the below documents, complete, and upload.

• Exception_Sheet.pdf

*Response required https://government-project.s3.us-west-2.amazonaws.com/183801/36e4f674-a710-4146-ad9d-6e7dd44cc26f_Exception_Sheet.pdf