5.1 On-Call Service Needs 5.1.1 Vendor must have the capacity to manage a clientele of approximately 150 clients. 5.1.2 Vendor must provide a live person when answering phone calls. No automated phone trees are permitted. 5.1.3 Vendor must provide answering services twenty-four (24) hours per day, three hundred and sixty-five (365) days per year. 5.1.4 Calls shall not be placed on hold for more than one (1) minute; calls shall be answered in a courteous and professional manner. 5.1.5 Vendor shall provide coverage from 4:30pm to 8:00am weekdays and 12:00pm to 10:00am weekends and holidays. 5.1.6 Vendor may be required to perform service during times such as all agency meetings or in-service trainings. PACT will notify the vendor in advance when this service is required. 5.2 Dispatch Call. The vendor will have the capabilities to provide the following: 5.2.1 All calls received by the answering service will be dispatched per PACT requirements once the nature of the call has been established. 5.2.2 Vendor will call the on-call phone number provided in advance. The PACT on-call staff will vary daily. PACT will provide the on-call schedule to the vendor as needed. 5.2.3 Vendor will provide the on-call staff with the name and number of the client or agency and if known, the circumstances for the call. The PACT on-call staff person will respond to the caller. 5.2.4 If a call is not cleared within 15 minutes, the vendor must call the PACT Director to clear the call.
