Live Answering Services

The Housing Authority of the City of Los Angeles (HACLA) is soliciting proposals under solicitation HA-2026-113 for multilingual telephone answering, dispatching, and work order entry services. The selected vendor will provide 24/7 support for residents of 5,750 public housing units, primarily in English and Spanish, to handle maintenance service requests such as power outages and water leakages. Key responsibilities include entering work orders directly into HACLA's business system, implementing a secure SMS service, and providing monthly analytic reports. All calls must be recorded and retained for at least one year for quality assurance and compliance purposes. HACLA intends to award multiple contracts based on a Best Value evaluation. Scoring is weighted across proposed staffing (25 points), work plan and methodology (25 points), price (23 points), qualifications (20 points), and Section 3 compliance (7 points). Finalists may be required to provide oral presentations or submit Best and Final Offers. The contract includes a base term with three optional extensions and requires vendors to maintain cybersecurity insurance of at least 1,000,000 dollars. Compliance requirements are extensive, including adherence to HUD Form 5370-C, the Fair Labor Standards Act, the Americans with Disabilities Act, and OSHA regulations. Vendors must provide a Contractor Workforce Profile and certify their status as a Section 3 Business Concern. Proposals must be submitted in sealed envelopes and include several mandatory exhibits, including a price/cost form, a responsibility questionnaire, and a Section 3 Economic Opportunity Plan. Invoicing is performed monthly in arrears and must include detailed descriptions of work, personnel, and billing rates.