Specifications include, but are not limited to: 2.3.1 Call Triage. When the vendor receives or responds to a particular complaint or request, they must have a basic understanding of maintenance issues. They must also understand that issues are considered emergencies requiring immediate attention and that issues can be deferred until the next regular work shift. Please refer to Exhibit C – Emergency / Urgent Requests and Exhibit D – Routine Requests for sample listings. 2.3.2 Call Dispatch. All calls received by the answering service will be dispatched, once the nature of the call has been established, as follows: i. If the nature of the call is routine, an LHA staff member will NOT be notified. However, tenant calling will be informed that their problem is not an emergency but that their call will be dispatched to the Maintenance Office the following morning. ii. If the nature of the call is an emergency or urgent situation, the Vendor will dispatch Maintenance staff as follows: • Monday through Friday calls, between 4:30 p.m. and (1:00 a.m.), will be made to the ON-CALL Maintenance cell phone. • Saturday calls, between 8:00 a.m. & 1:00 a.m., will be made to the ON-CALL Maintenance cell phone. 2.3.3 Call Management. Once a staff member is reached, the vendor shall: i. Dispatch the call by providing staff clear information as to the nature of the call and the location. Once the staff takes the call, the call is considered closed.