Telephone Operator/Switchboard Services - San Francisco VA Health Care System

The Department of Veterans Affairs Veterans Health Administration, Veterans Integrated Service Network 21, seeks four telephone operators/switchboard operators for the San Francisco VA Health Care System, with proposals due August 13, 2026. The procurement is set aside 100% for Service-Disabled Veteran-Owned Small Businesses (SDVOSB).

Place of performance is San Francisco, California (4150 Clement Street, San Francisco, CA 94121). The base contract period runs October 1, 2026 through September 30, 2027, with four one-year option periods extending through September 30, 2031. This is a firm fixed-price contract.

Operators must provide 24/7 coverage including evenings, weekends, and 11 federal holidays, totaling 108 hours per week plus 264 annual holiday hours, with 1 to 2 operators per shift. Key operational requirements include answering incoming calls within three rings, maintaining less than 5% call abandonment and less than 10-second average answer time, operating Cisco Finesse System phones and digital paging systems, handling emergency codes and bomb threats, and maintaining call logs. The government furnishes all facilities, equipment, utilities, and systems access. Average monthly call volume is 2,229 calls with average call duration of 23 seconds.

Minimal operator qualifications include basic computer skills, clear verbal communication, ability to pass federal background checks, and HIPAA confidentiality compliance. Government-provided orientation and training on systems and emergency procedures occur before performance start. Remote supervisory coverage is acceptable. Contract personnel require VA orientation, professional office attire, identification badges, and automobile liability insurance.

The NAICS code is 561421, Telephone Answering Services. Evaluation criteria include technical capability (staffing plan and relevant experience) and past performance documentation, with submissions of up to five contracts held during the past five years and key agency references for past performance surveys. Pricing is also evaluated. Service Contract Act prevailing wage rates apply; health and welfare is $5.55 per hour (up to 40 hours weekly) with vacation accrual beginning at 2 weeks after 1 year of service.