Telephone Operator/Switchboard Services - San Francisco VA Health Care System

The contractor shall provide four (4) qualified telephone operators to operate Cisco Finesse System phones, digital paging systems, and land lines for code calls. Tasks include answering and processing all incoming calls, routing calls appropriately, handling emergency alarms and codes, assisting with outgoing calls, coordinating and patching through stations, and reporting telephone equipment malfunctions. Coverage is required Monday through Friday 7pm-7am, weekends 24 hours per day, and Federal holidays 24 hours per day. The contractor must provide sufficient staffing for uninterrupted coverage, with staffing levels and shift schedules determined by the contractor subject to COR concurrence. The contractor shall also provide a comprehensive plan for continuity of services during employee outages and for handling workload increases exceeding 20%.