Emergency and After Hours Telephone Answering Services
The following defines the scope of services for Emergency and After Hours Telephone
Answering Services for the Brunswick-Glynn County Joint Water and Sewer Commission.
Answering services to be provided include, but are not limited to, answering dedicated
telephone lines utilizing a specified JWSC protocol, forwarding calls, taking messages and
information, logging them, contacting JWSC personnel via telephone and pager, providing
fol ow up measures, basic customer information and transferring information to the JWSC.
Required Technical Capabilities and Resources
Proposer must have an alternate means to provide continuous operations during
communication system outages of whatever nature. This would include provisions that
would maintain phone operation and phone features such as transfer, and maintain
sufficient lighting for personnel to perform their duties.
Hours of Operation
After hours routine service must be provided from 5:00 PM to 8:00 AM Eastern Time
Monday through Friday, al 24 hours of Saturday and Sunday and al 24 hours of the
fol owing Holidays:
New Years Day
Martin Luther King, Jr. Day
Presidents Day
Memorial Day
Independence Day
Labor Day
Veterans Day
Thanksgiving Day
Day after Thanksgiving Day
Christmas (Two days)
Emergency Services must be provided all 24 hours of every day including the holidays
mentioned above.
