Specifications include, but are not limited to: • Answer calls, document the calls, and route calls appropriately utilizing the County’s escalation procedures. This service will be provided after-hours during the normal work week from 4:30 PM to 7:30 AM CST, and a 24-hour daily time period on weekends and holidays. The following holidays are observed by the County: New Year’s Day January 1 Martin Luther King Jr. Day Third Monday in January Presidents’ Day Third Monday in February Memorial Day Last Monday in May Juneteenth June 19 Independence Day July 4 Labor Day First Monday in September Veterans Day November 11 Thanksgiving Day Fourth Thursday in November Friday after Thanksgiving Day Fourth Friday in November Christmas Day December 25 • Contractor will provide the County all call information by 7:45 AM CST every morning. • Contractor must provide sufficient qualified and trained staff to provide services. • Contractor will ensure that all calls and issues are documented and delivered promptly to the correct resource or resource group. In the event of an error, Contractor will provide immediate verbal notice of the error to the County with follow-up in writing within one (1) business day of how the error was reconciled.
