Service Requirements: • Calls must be triaged by licensed nurses Nurses must have necessary credentialing to provide services Nurses must have passed a background check Schedule Requirements: • Monday – Thursday, 5:45 p.m. to 8:00 a.m. PT the following day • Friday at 4:45 p.m. to Monday at 8:00 a.m. PT • Holidays as defined in 5 U.S.C. 6103(a), 24 hours per day Reporting and Documentation Requirements: • Call encounters must be documented with documentation available to CCHCD staff the morning following a service period. CCHCD staff will be responsible for entering encounters into patient records. Preference may be given to vendors who have a platform for documentation that CCHCD staff can access with a login for quick and easy access. • Provide reports on call activity, including but not limited to: Volume of calls by month, quarter, and year Average call time Average hold time Calls Abandoned (caller hangs up/disconnects before reaching a nurse) Results of any post call surveys • CCHCD shall maintain oversight of contract performance through auditing the reporting expectations from Contractor.
