Telephone Operator Support Services l KCVA | Base plus four (4) option years

The Department of Veterans Affairs, Veterans Integrated Service Network 15, seeks 24/7 telephone operator and telecommunications support services at the Kansas City VA Medical Center, with proposals due September 17 at 1500 CDT. This procurement is a 100% set-aside for Service-Disabled Veteran-Owned Small Businesses, foreclosing competition outside that pool.

Place of performance is Kansas City, Missouri. The contract runs from October 1, 2026, through September 30, 2031 (base year plus four one-year option periods). The estimated value is $19 million on a firm-fixed-price basis, with a 90-day firm pricing period. Wage Determination 2015-5105 applies.

Minimum staffing includes five full-time equivalents: four operators plus one supervisor on weekday day shifts (7:30 a.m.–4:00 p.m.), two operators each for evening and night shifts, and two operators per shift on weekends and federal holidays, with one operator minimum coverage 24/7. Personnel must hold high school diplomas and possess one to two years of call center or telephone operator experience with knowledge of medical terminology. All employees require completion of VA/KCVAMC orientation, HIPAA, privacy, and information security training before assignment. Personnel require Tier 1/Low Risk background determinations.

Historical call data (September 2025–August 2026) shows average monthly volume of 23,334 calls handled at 98.34%, average handle time of 27 seconds, and 1.54% abandonment rate. No incumbent contractor exists; current duties are performed by VA employees with no successor-employee or nondisplacement requirements.

Evaluation weighs Technical Capability (staffing and key personnel, training plan, quality review and performance management) and Past Performance significantly more important than Price. The NAICS code is 561421, Telephone Answering Services. Amendment 1 addresses Questions and Answers to the original solicitation.