Telephone Operator/Switchboard Services
Closed Pre-Solicitation Posted
This opportunity was awarded. See the award notice from , or the latest solicitation from .
- Solicitation number
- 36C26126Q0597
- Agency
-
Veterans Integrated Service Network 21
Veterans Health Administration, Department of Veterans Affairs
- Responses due
- Set-aside
- No set-aside
Opportunity facts
- NAICS code
- 561421 Telephone Answering Services
- Place of performance
- VA Central California Health Care System 2815 E Clinton Ave Fresno, California, United States
- Points of contact
Notice details come from SAM.gov. Updated .
About this opportunity
The Department of Veterans Affairs Veterans Health Administration Veterans Integrated Service Network 21 is soliciting sources for 24/7 telephone operator and switchboard services at the VA Central California Health Care System in Fresno, California, with a response deadline of June 9, 2026 at 10:00 AM Pacific Time.
The contract runs on a Firm Fixed Price basis for a base year from October 1, 2026 through September 30, 2027, with four optional years extending through September 30, 2031. Services include answering incoming calls within three rings, operating Cisco 8841 consoles with 7915 sidecars, managing Cisco Agent Desktop calling queues, utilizing Lynx notification systems for paging, handling emergency calls and codes, and processing VA sensitive patient information from inpatient rosters. Contractors must handle call volume increases up to 20 percent above normal workload and maintain comprehensive contingency plans for service continuity during weather events or employee absences.
Personnel must complete VA orientation and training, wear appropriate office attire, obtain identification badges, and maintain automobile liability insurance for facility access. Contractors must comply with HIPAA and PHI protections, FIPS 140-2 encryption standards, data segregation, and breach notification protocols. Service Contract Act overtime pay requirements apply. Electronic invoicing through the VA's Tungsten system is required. The Government provides all facilities, equipment, utilities, telephone services, parking, and custodial services; the contractor supplies personnel, management, supervision, transportation, and insurance. The contracting office point of contact is Cynthia Diezel (cynthia.diezel@va.gov, 916-923-4567).
Notice text
2 versions
Update #2 · Latest ·
Sources Sought for Telephone Answering Services
Update #1 ·
Sources Sought for Telephone Answering Services
Files
| File | Type | Posted |
|---|---|---|
| 36C26126Q0597.docx | DOCX document |
Notice history
| Notice | Type | Posted |
|---|---|---|
| R426--VACCHCS Switchboard Operators | Award Notice | |
| VACCHCS Switchboard Operators | Solicitation | |
| This notice | Pre-Solicitation |
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