R699--Salem VAMC On-Site Telephone Switchboard Operators

The Department of Veterans Affairs Veterans Integrated Service Network 6 is soliciting quotes for on-site telephone switchboard operator services at the Salem VA Medical Center. The contract requires six operators to provide switchboard coverage 16 hours daily (7:00 AM to 11:00 PM), seven days a week, including holidays, handling approximately 1,600 calls per day with an average duration of two minutes. Key responsibilities include receiving and routing incoming calls, managing emergency calls such as Code Blue and fire alarms, maintaining operator logs, providing paging services, and supporting general patient information requests. Offerors must demonstrate a minimum of five years of relevant experience in switchboard operator services, with individual operators possessing at least two years of switchboard experience and the ability to work effectively under pressure. The evaluation criteria will prioritize past performance and technical qualifications significantly over pricing considerations. The proposal submission deadline, as extended by amendment, is November 4, 2025, at 3:30 PM EST, with the anticipated contract start date of December 1, 2025.

This solicitation is a total set-aside for Service-Disabled Veteran-Owned Small Businesses (SDVOSB), with the SDVOSB prime contractor required to perform at least 51 percent of the work while potentially utilizing subcontractors. The current incumbent contractor is Magellan Solutions USA Inc. The estimated contract value is $19 million, covering a base period of one year with four option years, with previous similar contracts ranging from approximately $49,984 to $1,278,900 in value. The contract will be awarded on a firm fixed-price basis with monthly invoicing and electronic payment submission required through the VA Financial Services Center. The place of performance is Salem, Virginia 24153, and the contract is administered by the Department of Veterans Affairs Network Contracting Office 6, located in Hampton, Virginia.