Specifications include, but are not limited to: 1. The Contractor shall provide support to DMCPS 24-hours a day, 7-days a week with the following schedule: a. Monday through Friday 7:30 a.m. to 10:30p.m. i. DMCPS staff are the primary phone responders during this time. When all DMCPS staff are on the telephone during these hours, or if the phone system is down, all calls are forwarded to the answering service. ii. The function of the answering service during these hours is: 1. Call the DMCPS On-Call Service Manager or the DMCPS Program Manager, alerting them to the fact that calls are being forwarded. 2. The Answering Service should talk to the caller (Reporter), take a message and immediately email the DMCPS Access Supervisor and the DMCPS designated staff who will return the Reporter’s call. DMCPS will provide a template to the Contractor for taking messages during this time. A sample template can be found in Attachment 1. b. Monday through Friday 10:30 p.m. to 7:30 a.m. i. All calls will be transferred to the Answering Service during these hours. ii. A report will be taken from the caller. DMCPS will provide a report template to the Contractor. A sample template can be found in Attachment 1. iii. If there is an immediate concern of abuse and/or neglect, the answering service will call the designated DMCPS staff, explain the situation and fax/email the report. 1. If DMCPS staff are not responding to calls, the answering service must call the DMCPS On-Call Supervisor or Program Manager if the Supervisor is not responsive. iv. Reports taken for all calls will be emailed to the DMCPS Access Supervisor...
