Specifications include, but are not limited to: 1.1. Computerized Databases – the vendor must maintain a database for each of the 24 projects that includes the following information: 1.1.1. Emergency Maintenance Call Listings. This list will be provided by the WHA and includes maintenance staff, Supervisors, key personnel and outside services vendors. All changes in call listings will be forwarded to vendor via email or fax. All changes sent to the vendor must be promptly entered into computer database and reported to vendor’s staff members. NOTE: THE VENDOR’S SYSTEMS MUST BE FLEXIBLE ENOUGH TO ACCOMMODATE DAILY UPDATES TO THESE LISTS EFFECTIVE WITHIN 2 HOURS OF WHA’S NOTIFICATION TO VENDOR. 1.1.2. Duty Roster. This roster changes weekly and is effective beginning every Friday at 4:30 p.m. and will remain in effect until the next Friday at 4:30 p.m. This roster will be provided by the WHA and includes maintenance staff, trades staff and supervisors. All changes in the roster will be forwarded to vendor via email or fax. All changes sent to the vendor must be promptly entered into computer database and reported to vendor’s staff members. NOTE: THE VENDOR’S SYSTEMS MUST BE FLEXIBLE ENOUGH TO ACCOMMODATE DAILY UPDATES TO THESE LISTS EFFECTIVE WITHIN 2 HOURS OF WHA’S NOTIFICATION TO VENDOR. 1.1.3. General Property Description. This information will be provided by the WHA and includes property data such as number of elevators, number of units in the building, building type (high rise, low rise, or townhouse), type of heat, etc. Please refer to Exhibit A – General Property Description for a sample description. 1.2. Electronic Records Management – the vendor shall maintain Electronic Records for each of the 24 properties that includes the following information: 1.2.1. Each call received and made by the vendor, on WHA’s behalf, must be logged and reported to WHA’s Control Center via email, no later than 7:30 a.m. the following business day. 1.2.2. In addition, on Mondays (as well as any other time the answering service takes calls during WHA work hours) all calls will be emailed as they come in and the Control Center staff will dispatch. The information shall be reported in a table format (preferably MS-Excel). Please refer to Exhibit B – Call Report for a sample report format. 1.2.3. Vendor must electronically record all incoming and outgoing calls. The vendor must clearly notify everyone that all calls are being recorded whether the call is an inbound or outbound call. All recordings must be date and time-stamped, saved, and available for the WHA to review in an electronic audio file format, for a minimum of 4 weeks. 1.3. Call Triage, Dispatch and Management. The vendor will have the capabilities to provide the following: 1.3.1. 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 what issues are considered emergencies requiring immediate attention and what 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. The following are examples of call triage: 1.3.1.1. If a tenant calls for no hot water, the vendor’s staff should call a WHA staff ONLY when there is more than 8 hours until the next regular work shift. 1.3.1.2. If a tenant calls for a toilet clog and the water is over-flowing, the vendor’s staff should be able to guide the caller on how to close the shut-off for the toilet – as this situation presents an unsanitary condition and can cause more damage to the unit/building. Once the water is shut-off, then the vendor shall call a WHA staff. 1.3.1.3. If a tenant calls for a refrigerator that stopped working, the vendor staff will notify the tenant that this is not an emergency or urgent call and to keep the refrigerator’s door closed. Also, advise the tenant that the call will be referred to the next regular weekday shift.
