Specifications include, but are not limited to: 2.2.1 Day Time/Business Hours - Monday through Friday 07:45 AM - 4:30 PM a) Provide 100% reliable and prompt telephonic responses to all callers to four State telephone lines. b) Triage calls according to the instructions provided by the Health Department until the appropriate on-call person has been reached. c) Adhere to instructional appendices for detailed protocols. d) Respond to and assist the non-English speaking public using interpreters provided by the state. e) Contact assigned Health Department staff with questions. f) Notify the Health Department immediately any time the answering service is unable to take calls. g) Provide copies of After Hour calls to VDH by 8:00 AM each business day to the fax line provided. h) Participate in annual test of the Answering Point System. 2.2.2 Evenings and Weekends/Non-Business Hours – Monday through Friday 4:31 PM – 7:45 AM, Saturday and Sunday 24 Hours a) Provide 100% reliable and prompt and correct telephonic responses to all callers to three State telephone lines. b) Triage calls according to the instructions provided by the Health Department until the appropriate on-call person has been reached. c) Adhere to instructional appendices for detailed protocols. d) Respond to and assist the non-English speaking public using interpreters provided by the state. e) Contact assigned Health Department staff with questions. f) Notify the Health Department immediately any time the answering service is unable to take calls. g) Participate in annual test of the Answering Point System. 2.2.3 Emergencies a) Provide necessary coverage for situations where unexpected or unplanned public health needs arise. This may include adding staff or using back up locations. b) Participate in drills with VDH Federal and State partners once or twice a year.
