R799--Title: Hudson Valley Switchboard Contract (Both Campuses) Last Updated: 05/11/2020 Actionable Package: 0/04/2020 Current Phase: Requirement phase

a. The Contractor shall provide all personnel, supervision, and other services required to perform Switchboard Operators Service at the VA Hudson Valley Healthcare System (HVHCS) Castle Point and Montrose N.Y.

Telephone operators will use telephone attendant consoles to process incoming and outgoing telephone calls. All calls will be completed in a timely, courteous and efficient manner. Contractor employees are required to assist in placing outgoing local and long-distance calls, using the commercial system, to include, Verizon, Century Link, Sprint, AT&T, MCI and any other commercial phone service providers as necessary to conduct the daily activity at this Medical Center. Operators are also required to use the Federal Telephone Service (FTS) Network as per Department of Veterans Affairs guidelines to conduct Medical Center business.

The Contractor shall provide coverage for telephone switchboard services from 7:00am to 2:30pm, 8:00am 4:30pm and 10:00am to 6:30pm, 5 days a week. including scheduled federal holidays. The vendor is to supply coverage due to vacation, sickness, illness and any other cause of absence.

Operators shall provide information services. Operators will use the Public Address, Radio Paging and two-way radio systems to relay messages, to make announcements, and implement various procedures as dictated by Telecommunications Directives in place at this hospital and other sources as well. The work required consists of providing coverage for telephone switchboard, 5 days a week.

b Established services, functions, programs, staffing patterns, and hours and days of operation should not be altered without prior written approval of the CO.

The required Services are for a base year with four one-year option periods. The work is estimated to commence on October 1, 2020.