R699--642-26-2-431-0004 | SEA 32705 | Temp Staffing-Switchboard/Telephone Operators | NCO 4 Services 4 (VA-26-00032632)

Contract 36C24426P0162, awarded to Innovation At Work Inc. on February 19, 2026, provides 24/7 temporary staffing for switchboard and telephone operators at the Corporal Michael J. Crescenz VA Medical Center in Philadelphia and its satellite locations in Burlington, Sewell, Camden, West Philadelphia, and Willow Grove. The firm-fixed-price award is valued at $939,261.84 and was set aside for Service-Disabled Veteran-Owned Small Businesses (SDVOSB). The period of performance consists of a base year from February 26, 2026, to February 25, 2027, with an additional six-month option extending through August 31, 2027. The contractor is responsible for managing incoming and outgoing calls, emergency notifications, and patient routing using Cisco phone systems and ACD switchboards. Key performance standards require routine calls to be answered within three rings and emergency calls within two rings, with alerts communicated within 15 seconds. Personnel must possess a high school diploma, one to two years of call center experience, and knowledge of medical terminology. Mandatory requirements include HIPAA, privacy, and information security training, as well as maintaining valid security clearances and wearing VA-issued identification. Performance is monitored via a Quality Assurance Surveillance Plan (QASP) focusing on quality, timeliness, safety, conformance, and management.