1. Information must be gathered and relayed within 5 minutes of initial death notification to the on-call investigator or responsible office. See attached Map for area of coverage. 2. The two main phone lines will be rolled over or transferred to the Answering Service at closing and taken back during operational business office hours. The supplier must be able to provide coverage during non-operational office hours. (Operational office hours are generally Monday-Friday from 8am CST until 4:30pm CST. The office is closed evenings, weekends and state holidays) Occasionally, the supplier may be required to provide coverage during regular business hours in the event an emergency, weather event or staff shortage. a. Central Office (Oklahoma City) coverage area is District 1, 2, 3, 4, 8, Oklahoma County, Cleveland county (see provided coverage map). b. Eastern Office (Tulsa) coverage area is District 5, 6, 7, Creek county, Wagoner county and Tulsa county. 3. Supplier should provide a detailed description of the training Call Center personnel will receive prior to being placed into service. 4. Supplier must provide a script that will collect the following information: a. A point of contact name and call back number from who reported the death notification. b. Identify the location or country where deaths occurred. c. Contact appropriate death investigator on call. d. Log records of calls and who was notified complete with date, time and information flow. e. Transmit records of the time period involved at the end of each shift to the Central Office (Oklahoma City). f. No additional information will be collected. 5. All call operators must sign a non-disclosure agreement stating they will not discuss any information with outside sources or social media outlets. All “Privacy Act” procedures must be followed when dealing with outside callers asking for information on all cases. 6. Supplier must provide an alternate plan of action in case of system failure or inability to contact the Medical Examiner’s Investigator.
