For the period 10/01/25 thru 9/30/26 - Answering Service for Houston Co Environmental. The Alabama Department of Public Health (ADPH) is providing this request for quote from qualified vendors to provide ADPH with a telephone answering services to assist with calls related to public health received outside of normal business hours. These calls are highly sensitive in nature requiring each caller be treated with the utmost professionalism and courtesy. All vendors wishing to submit a quote must provide ADPH with a monthly, flat rate for unlimited calls to include, all long distance charges, call backs, paging and call patching. Monthly invoices must be itemized by services rendered. This will include all languages. Answering Services Minimum Requirements: 1) Telephone answering services 24 hours per day, 7 days per week, 365 days per year to include: all holidays, after-hours services (5 pm – 8 am CST), and any other times deemed necessary by ADPH; 2) A 1-800 number to which ADPH phone lines will be forwarded; 3) Live, English-speaking operators (no recorded messages) to answer all incoming calls and maintain adequate staffing to ensure a sufficient number of operators to avoid any missed calls; 4) Messages must be delivered by telephone to the on-call ADPH employee designated in the on-call schedule. 1st attempt to deliver message to on-call ADPH employee must be made within 10 minutes of completing the message. If the 1st attempt is not answered and the on-call ADPH employee does not return the call within 10 minutes, a 2nd attempt should be made to deliver the message to the on-call employee. If the 2nd attempt is not answered and the on-call ADPH employee does not return the call within 10 minutes, the ADPH Supervisor designated in the on-call schedule should be contacted; 5) Message storage and retrieval capability commiserate with the industry, but no less than 36-hour retrieval. 6) Telephone answering service software with backup capabilities to avoid any missed calls; and 7) A recap report of all incoming calls received, messages taken, and messages delivered must be emailed daily to the facility. HIPPA compliance documentation will be required to ensure the confidentiality and security of any personal health information transmitted as a function of the answering service employees. ADPH reserves the right to not award based on budget restrictions. For questions regarding this request, please contact Tracy Brannon at 334-678-5767.
