Philadelphia VAMC Phone Answering Services

The Department of Veterans Affairs Veterans Health Administration, Veterans Integrated Service Network 4, is seeking a contractor to provide 24/7 telephone answering services for the Corporal Michael J. Crescenz VA Medical Center (CMCVAMC) in Philadelphia and its satellite locations. The services must include telephone operator switchboard operations, call routing, emergency handling, paging system management, and patient/employee location indexing using Cisco phone systems and Automatic Call Distribution equipment. Key requirements mandate that all personnel possess a minimum high school diploma, one to two years of call center experience, medical terminology knowledge, VA orientation training, security clearance, HIPAA and Information Security training, and valid identification badges. The government will evaluate quotations using comparative evaluation methodology based on technical capability, price, and past performance to determine best value, and may select a non-lowest-price quotation if it offers additional benefits. Offerors must submit technical responses not exceeding 20 pages addressing all Performance Work Statement elements and provide two examples of past performance on similarly scoped work; quotation submissions are due via email to Ralph Mielnik at ralph.mielnik@va.gov by 8:00 AM on February 9, 2026, with vendor questions due by 12:00 PM on February 2, 2026.

This solicitation is set-aside as a 100% Service-Disabled Veteran-Owned Small Business (SDVOSB) contract under NAICS code 561421 (Telephone Answering Services) with a small business size standard of $19.0 million. The current incumbent contractor is VA119A-17-D-0099 (36C24425N0901). The contract structure includes a 12-month base year (February 26, 2026 through February 25, 2027) and one 6-month option period (February 26, 2027 through August 31, 2027), with staffing requirements of nine full-time equivalents distributed across weekday and weekend/holiday shifts. Historical monthly call volumes range from approximately 27,000 to 32,900 calls, and the contractor must provide staffing of five FTEs during 8:00 AM-4:30 PM, two FTEs during 4:00 PM-12:00 PM, and two FTEs during 12:00 AM-8:00 AM on weekdays, with two FTEs for each shift on weekends and holidays. Performance will be conducted on-site only at 3900 Woodland Avenue, Philadelphia, PA 19104, with no remote work permitted, and contractors must comply with insurance requirements including $500,000 general liability and $200,000 per person/$500,000 per occurrence automobile liability coverage.