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24/7 Telephone Operator Services

Active

Federal

Response Deadline08/04/2026, 08:00:00 PM UTC

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

AI Contract Overview

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The contract requires around-the-clock telephone operator services at the Kansas City VA Medical Center, with responsibilities including accurate call routing, urgent emergency communication handling, and strict compliance with performance benchmarks such as answering all calls within 10 seconds and minimizing call abandonment rates. Operators must maintain consistent, high-quality service delivery throughout all shifts to ensure seamless communication for veterans and staff, with no tolerance for service interruptions or delays. The solicitation is classified as a subcontract under NAICS code 561421, with a response deadline of August 4, 2026, at 8:00 PM. It is administered by the Department of Veterans Affairs through the 255-NETWORK Contract Office 15, with performance occurring at the Kansas City facility in zip code 64128-2226. The contract emphasizes operational reliability and rapid response under pressure, making it essential for vendors to demonstrate proven experience in high-volume, mission-critical call center environments within federal healthcare settings.

General Info

Around-the-clock telephone operator services at Kansas City VA with 10-second answer requirement and zero tolerance for delays.

Agency

Department Of Veterans Affairs → 255-NETWORK Contract Office 15 (36C255)View Agency

NAICS

561421 - Telephone Answering ServicesView NAICS

Place of Performance

Kansas City, KS, 64128-2226, USA

Set-Aside

NONE

Documents

(0)

No documents available

AI Contract Breakdown

Uniform Contract Format

No contract breakdown available.

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Timeline

PostedJul 31

subcontract

Response DeadlineAug 4

Submission deadline

Response Deadline

08/04/2026, 08:00:00 PM UTCin 3 days

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Organization & Contact Information

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AgencyDepartment Of Veterans Affairs → 255-NETWORK Contract Office 15 (36C255)

ContactsNo contacts available

OfficeN/A

Organization / Agency

Department Of Veterans Affairs → 255-NETWORK Contract Office 15 (36C255)

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Office AddressN/A

ContactsNo contact information available

Full Description

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Provide round-the-clock telephone operator support at the Kansas City VA Medical Center, including call routing, emergency communication handling, and adherence to strict performance metrics such as answering calls within 10 seconds and maintaining low abandonment rates.

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R426--ME | Telephone Operating Services l KCVA | Tentative Dates: 10/1/2026 - 9/30/2031

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The Department of Veterans Affairs is conducting market research to determine the availability of qualified contractors to provide telephone operating services for the Kansas City VA Medical Center and associated sites under a potential five-year contract, consisting of a base year and four option years. The services required include around-the-clock telephone operator support, emergency response, system operation, and customer service, with performance standards mandating an average speed of answer under ten seconds, abandonment rate under five percent, and no call ringing longer than thirty seconds. The contract will be awarded as a firm fixed price with specific staffing requirements: five personnel during weekday daytime hours, including a supervisor, and two operators per shift during evenings, nights, weekends, and holidays. All personnel must meet minimum qualifications including a high school diploma, call center experience, familiarity with medical terminology, and fluency in English, and must complete VA-specific training in HIPAA, information security, and emergency protocols before beginning work. Contractors must be registered in SAM and, if applicable, the VA’s Center for Small Business Certification Registry. The government is specifically targeting Service-Disabled Veteran Owned Small Businesses and Veteran Owned Small Businesses as part of its set-aside goal under Public Law 109-461, though a full and open competition may follow if responses are insufficient. Proposals must include a capability statement and organizational details such as UEI, CAGE code, tax ID, and small business certification type. Contractors are required to maintain accurate personnel rosters, wear VA-issued badges, comply with OSHA and immigration regulations including E-Verify, and ensure all employees maintain appropriate security clearances. Performance will be monitored through a Quality Assurance Surveillance Plan and evaluated using a four-tier rating system; failure to meet standards may result in non-exercise of option years or adverse CPARS entries. Invoicing must be submitted electronically through VA’s EIPP system, no advance payments are permitted, and the government will provide all necessary equipment and workspace. Responses to this sources sought notice are strictly for informational purposes, will not lead to payment, and do not obligate the government to issue a solicitation. All submissions must be received by August 4, 2026, and sent to the designated point of contact.

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Same awarding agency

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