Specifications include, but are not limited to: A. Provide a reliable Live Operator Answering service for the State of Hawaii, Department of Human Services, Child Welfare Services for Incoming call receipt and immediate relay 24 Hour/365 Days to receive local, national, US territories/military bases and international calls for four (4) Crisis reporting lines. B. Perform incoming call receipt and immediate relay for approximately 2,000 or more calls per month. C. Perform Scripted instructions to effectively and professionally call manage: 1. Highly sensitive/confidential incoming calls 2. Crisis and/or first responder calls 3. Frequent and/or hostile incoming calls D. Accurately gather and relay information 1. Hold and Cross Patch Capacity 2. Unlimited/monthly flat rate Faxing and Emailing call logs to DHS intake unit staff. 3. Unlimited/monthly flat rate Archiving/Researching messages. E. Provide these answering services for three (3) years. F. Remain Operational under Disaster and Civil Defense conditions. G. Be familiar with the Hawaii region in terms of geographic locale, as well as place names and caller names that are unique to the islands, as this information must be relayed accurately.
