The County of Fresno, on behalf of the Department of Social Services (DSS) is seeking a vendor to provide answering services for after-hours and rollover calls coverage. The DSS’ Child Protection Hotline and Adult Protective Services Careline are 24 hours a day, 7 days per week mandatory services. The anticipated average call volume for the Child Protection Hotline is 2,500 calls per month; for the Adult Protective Services Careline, it is 600 calls per month. Due to the nature of the calls, the selected vendor will be required to demonstrate strict adherence to defined procedures set by the DSS. The selected bidder must be able to provide all requested services, will be expected to provide service reports daily, monthly, quarterly or on request, and be available to meet with DSS on a regularly scheduled and as needed basis
