Specifications include, but are not limited to: 1.1 Toll Free Hotline 1.1.1 The Contractor should utilize the County’s toll-free hotline number 866-565-9206 that is unique to the County. The County would like to retain this number after completion or termination of the contracted service. 1.1.2 Callsto the hotline should be answered by a live intake representative 24 hours a day, 7 days a week, 365(6) days a year. The Contractor should have sufficient staffing and technical capacity to answer multiple callssimultaneously. 1.1.3 The Contractor should provide representatives who are fluent in a variety of languages, including English and Spanish. 1.2 Internet Based Complaint Reporting System 1.2.1 The Contractor should provide an internet-based reporting system through a secure website, customized for the County. 1.2.2 The website should include a standardized web form allowing the complainant to submit allegations through the website. 1.3 Staff 1.3.1 Intake representatives should be trained to capture required information from complainants upon which to potentially initiate a review as deemed appropriate into the complaints and to ask questions as appropriate to solicit this information. 1.3.2 Intake representatives should be trained customer service and should maintain a courteous and professional demeanor with complainants at all time.