Contractor is to provide relief-answering services in the event of staff absence; to promote social distancing by providing residents telephonic communication instead of management office visits; and to enhance resident communication with the property management staff. TPS reserves the right to add or delete properties as needed. General details: • The number of monthly calls vary depending on the season (for example, summer air conditioner and winter heater calls increase during those seasons). The number of daily calls is higher on Mondays and Fridays. • The average length of a call is 5 minutes. • TPS will provide the necessary training materials such as answering service script, property listings, recognized emergency listing and protocol for staff calling. The contractor should have the ability to provide services the day the contract starts. TPS is considering two options: 1. The Contractor will Live-answer all calls coming into the property management office and send email messages and/or text messages with the caller’s contact information and the reason for the call. 2. The contractor will contact the Property Manager directly by phone or email/text message if the call is on the recognized emergency list with an identified response time and contact chain of escalation if the call or email is not responded to.
