Specifications include, but are not limited to: 2.1.1 The contractor shall have the ability to provide services 24-hours a day. 2.1.2 The contractor shall have the ability to record calls if requested by the SNRHA. 2.1.3 Whereas, the SNRHA has a large Spanish-speaking population, the successful proposer shall be required to, at all times, have a Spanish-speaking person available to communicate with such callers. 2.1.4 Calls received by the contractor on behalf of the SNRHA shall be answered in a courteous and professional manner. Message tickets shall be completed in a legible manner. 2.1.5 The contractor shall, pursuant to written instructions received from the SNRHA, articulate to SNRHA residents certain SNRHA policies pertaining to "after-hours" calls. For example, a resident that may demand "after-hours" emergency service for an item not listed on the eligible list will be charged an additional service fee for a response by the SNRHA "afterhours" maintenance staff.
