VACCHCS Switchboard Operators

The Department of Veterans Affairs Veterans Health Administration, Veterans Integrated Service Network 21 seeks telephone answering and switchboard operator services at its Central California Health Care System facility in Fresno, with proposals due August 10, 2026. This procurement is set aside 100% for service-disabled veteran-owned small businesses (SDVOSB), with a subcontracting limitation capping non-SDVOSB work at 50%.

Place of performance is Fresno, CA 93703. The contract requires 11 full-time equivalent operators (7 operators and 1 supervisor) providing 24-hour, 7-day coverage, including federal holidays, from October 1, 2026 through September 30, 2031 (base year plus four option years). The staffing model includes 3–4 operators on morning shift (8:00 AM to 4:00 PM), 1 operator on swing shift (3:00 PM to 11:30 PM), and 1 operator on graveyard shift (11:00 PM to 7:30 AM), operating across 4 switchboard workstations plus 1 supervisor workstation. The contract is firm fixed price covering approximately 22,880 annual hours, with an estimated total value of $19 million. Wage Determination 2015-5609 (Fresno County) applies; the labor category Switchboard Operator/Receptionist is set at $18.13 per hour, plus fringe benefits including health and welfare at $5.55 per hour and paid leave per Service Contract Act standards.

Contractors must operate Cisco telephone consoles and Cisco Agent Desktop call queue management, answer all incoming calls within three rings, maintain call abandon rates below 5%, and achieve average answer times under 10 seconds. Background investigations require 6–8 weeks with an additional week for PIV badge issuance. Past performance requires submission of a minimum of one completed reference survey directly to Contracting Officer Cynthia Diezel (Cynthia.diezel@va.gov) by the deadline. Proposals must be submitted in three separate volumes: Technical, Past Performance (submitted separately), and Price. Required insurance includes general liability of $500,000 per occurrence and automobile liability of $200,000 per person/$500,000 per occurrence. NAICS code is 561421, Telephone Answering Services; PSC code is R426, Support—Professional: Communications.