After-Hours Answering Services

The Marion County Coroner’s Office is seeking qualified vendors to provide after-hours answering services that function as a direct extension of its public-facing operations, specifically handling sensitive communications related to death investigations. Vendors must deliver trauma-informed, professional call responses using guided scripts to notify families, coordinate with hospitals and law enforcement, and relay critical messages to deputies within minutes of receipt. The services require secure telephony infrastructure with robust call recording, screen capture, and real-time monitoring dashboards to track performance metrics such as average speed to answer, abandon rate, and call duration. Must maintain documented disaster recovery and data breach response plans, ensure compliance with Indiana confidentiality laws, and operate under strict data protection protocols. The contract is for a one-year term with an option for renewal based on performance, and all work must be performed within Marion County, Indiana. Vendors must demonstrate extensive experience in crisis communication and trauma-informed service delivery, with staff trained in grief-sensitive protocols. Key requirements include E-Verify compliance, provision of insurance naming the City of Indianapolis as an additional insured, and adherence to socioeconomic participation goals requiring disclosure of MBE, WBE, VBE, and DOBE subcontracting involvement. Offerors must certify they are not debarred, have no conflicts of interest, and are not employing unauthorized workers. Proposals must be submitted electronically via the City’s procurement portal by 12:00 PM Eastern Time on May 29, 2026, and are evaluated based on technical qualifications and performance capability rather than pricing, suggesting a best-value selection approach. All submissions must be in PDF format, and late responses will be rejected without exception. No contract value is disclosed, and the award is contingent upon funding availability, with payments made via City check, purchase card, or ACH within 30 days of invoice receipt.