RFP031726.pdf
PDF 157 KB Posted
- Attached to
- Answering Services RFP
- Solicitation number
- BD-25-1799-THA02-THA02-126739
- Issued by
- Massachusetts
About this file
This is a Request for Proposals (RFP) issued by the Taunton Housing Authority on behalf of itself and the Stoughton and Bridgewater Housing Authorities for the provision of an answering service. The service will answer, record, and direct telephone calls during off-hours and specified hours for all three authorities. Off-hours are defined as all times outside regular business operations: Monday, Wednesday, and Thursday from 4:00 p.m. to 8:30 a.m.; Tuesday from 7:00 p.m. to 8:30 a.m.; Friday from 12:00 p.m. to 8:00 a.m.; and all day on weekends and holidays, with the maintenance line operating outside 8:00 a.m. to 4:00 p.m. Monday through Friday. The three authorities collectively manage 1,038 housing units (430 Federal and 186 State units in Taunton; 40 Federal and 231 State units in Stoughton; and 151 State units in Bridgewater). Proposals must be submitted via email to amercado@tauntonhousing.com by 12:00 p.m. on Friday, April 17, 2026, with separate proposals required for each agency. A five-year contract will commence on May 1, 2026.
The answering service will be evaluated on cost, performance, and alignment with the authorities' needs. The service must record all emergency and non-emergency messages, relay them to agency staff via email on the next business day, and direct emergency maintenance calls to on-call staff via cell phone. The service is required to utilize Language Line Services, which will be provided by the Taunton Housing Authority with a dedicated telephone number and identification number for immediate interpreter access. The authorities reserve the right to reject any or all proposals in the public interest.
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Text version
TEL. 508.823.6308 ● FAX: 508.822.3460 ● TDD RELAY SERVICE: 711 ● WWW.TAUNTONHOUSING.COM
Serving Taunton, Stoughton, Bridgewater And Avon Housing Authorities
ANSWERING SERVICE
REQUEST FOR PROPOSALS - RFP031726
March 17, 2026
Dear Vendor:
The Taunton Housing Authority is requesting proposals for the provision of an answering service to answer, record and direct its telephone calls during Off and Specified Hours to its agency and its managed authorities in Stoughton and Bridgewater herein after referred to as the Agencies. The Off
Hours would be all hours other than the regular hours of operation, which are Monday, Wednesday, Thursday from 8:30 a.m. to 4:00 p.m., Tuesday from 8:30 a.m. to 7:00 p.m. and Friday 8:00 a.m. to
12:00 p.m. for the Main Office line and Monday through Friday from 8:00 a.m. to 4:00 p.m. for the
Maintenance line, except holidays. Specified Hours will be set by each Agency.
The Authorities manage and maintain the following total units:
Taunton Housing Authority – 430 Federal housing units, 186 State housing units
Stoughton Housing Authority – 40 Federal housing Units, 231 State housing units
Bridgewater Housing Authority – 151 State housing units
The Agencies provide 24-hour emergency maintenance on-call service for tenants residing in these units. An answering service is required to be in place to receive, record, and relay messages on all emergency and non-emergency calls during Off Hours.
The answering service will be responsible for recording messages, relaying these messages to the
Agencies’ staff on the next business day by means of email and directing emergency maintenance calls to the on-call staff via cell phone number when they happen.
The answering service will be required to utilize Language Line Services contracted through the
Taunton Housing Authority for individuals who speak another language other than English. The
Taunton Housing Authority will provide a telephone number and identification number to the answering service for immediate access to an interpreter to assist the individual calling.
All proposals must be received via email to amercado@tauntonhousing.com, no later than 12:00 p.m. on
Friday, April 17, 2026. Each Agency should have its own Proposal, labeled: Answering Service –
RFP020626. The Proposals will be evaluated on a cost basis, performance basis and perceived needs of the Authorities. The Agencies reserve the right to reject any and all proposals it deems to be in the public interest to do so. A five-year contract will be awarded commencing May 1, 2026.
Sincerely, Amarily Mercado
Operations Manager
308 BAY STREET
TAUNTON, MA 02780-1834
COMMISSIONERS
F. ROGER HOFFMANN
JULIE PELLETIER
LILLIAN RICKETTS
ALISON ROSA
EXECUTIVE DIRECTOR
COLLEEN M. DOHERTY
mailto:amercado@tauntonhousing.com
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