R699--Salem VAMC On-Site Telephone Switchboard Operators
ID: 36C24626Q0111Type: Solicitation
Overview

Buyer

VETERANS AFFAIRS, DEPARTMENT OFVETERANS AFFAIRS, DEPARTMENT OF246-NETWORK CONTRACTING OFFICE 6 (36C246)HAMPTON, VA, 23667, USA

NAICS

Telephone Answering Services (561421)

PSC

SUPPORT- ADMINISTRATIVE: OTHER (R699)

Original Source

https://sam.gov/workspace/contract/opp/8616aa255ef14017b2b47fd7fafd1540/view
Timeline
    Description

    The Department of Veterans Affairs is seeking proposals for on-site telephone switchboard operator services at the Salem VA Medical Center in Virginia. The contract requires six operators to provide 16-hour daily coverage, handle emergency calls, and maintain logs, with a work schedule spanning Monday to Sunday from 7 a.m. to 11 p.m. This service is critical for ensuring effective communication and support within the medical facility, and the solicitation is set aside exclusively for certified Service-Disabled Veteran-Owned Small Businesses (SDVOSBs). Interested parties must submit their proposals by November 4, 2025, at 3:30 PM EST, and can direct inquiries to Contract Specialist Intern Satasha E Stewart at Satasha.Stewart@va.gov.

    Point(s) of Contact
    Satasha E StewartContract Specialist Intern
    Satasha.Stewart@va.gov
    Files
    Title
    Posted
    36C24626Q0111 0001.docx
    This amendment to Solicitation Number 36C24626Q0111, issued by the Department of Veterans Affairs Network Contracting Office 6, extends the due date for offers for Salem VAMC Telephone Operators to November 3, 2025, at 3:30 p.m. EST. The purpose of this amendment is to provide technical questions and answers regarding the solicitation. Key details include the requirement for six operators, a work schedule of Monday-Sunday from 7 a.m. to 11 p.m., and confirmation that the requirement is a total SDVOSB set-aside with subcontracting opportunities. The current incumbent is Magellan Solutions USA Inc., and the solicitation is not for a new service, with previous contract values provided. All operators are considered key personnel, and resumes for all are required with the proposal.
    36C24626Q0111 0002.docx
    This document is an amendment to a solicitation for Telephone Switchboard Operators at the Salem VA Medical Center. The purpose of this modification is to update technical questions #14 and #15, add question #16, and extend the due date for offers to November 4, 2025, at 3:30 PM EST. Key updates include clarification that all operators are considered key personnel and resumes for all proposed staff are required, though representative resumes illustrating team qualifications will be accepted. The document also provides responses to 19 other technical questions, outlining the need for 6 operators, expected work schedules, current system information, and past contract values with the incumbent, Magellan Solutions USA Inc.
    36C24626Q0111_1.docx
    The Department of Veteran's Affairs is issuing a presolicitation notice for on-site telephone switchboard operator and administrative support services for the Salem VA Medical Center. This opportunity, solicited under number 36C24626Q0111, is a total set-aside for Service-Disabled Veteran Owned Small Businesses (SDVOSB). The contract will be a Firm-Fixed contract for a one-year base period with four annual option years, beginning December 1, 2025. A Request for Quotation (RFQ) is scheduled for October 21, 2025. Interested contractors must be registered in the SAM database, comply with the Performance Work Statement, and have updated information in the VA Financial Service Center's Customer Engagement Portal. SDVOSBs planning to subcontract must provide a plan demonstrating how their company will provide 51% of the requirement as the primary contractor. The NAICS code is 561421 (Telephone Answering Services) with a size standard of $19 Million. All questions should be directed via email to Satasha Stewart at Satasha.Stewart@va.gov.
    36C24626Q0111-.docx
    This government solicitation, 36C24626Q0111, issued by the Department of Veterans Affairs, outlines a requirement for on-site telephone switchboard operator and administrative support services at the Salem VA Medical Center. The contract covers a one-year base period with four one-year option years, commencing December 1, 2025. Key duties include 16-hour daily switchboard coverage, handling emergency calls, providing paging services, and maintaining logs. The solicitation is a total set-aside for certified Service-Disabled Veteran-Owned Small Businesses (SDVOSBs) and details specific clauses regarding subcontracting limitations, electronic payment submission, and insurance requirements. A Quality Assurance Surveillance Plan (QASP) is included, defining performance standards, surveillance methods, and incentive/disincentive mechanisms based on adherence to the Performance Work Statement (PWS) duties, emergency services, special work requirements, documentation, reports, and security. Contractor employees are subject to background investigations and must comply with facility security and conduct policies.
    36C24626Q0111.docx
    The Department of Veterans Affairs (VA) is soliciting proposals for on-site telephone switchboard operator and administrative support services for the Salem VA Medical Center. This solicitation, set aside for certified Service-Disabled Veteran-Owned Small Businesses (SDVOSBs), outlines a base year with four option years, beginning December 1, 2025. The contractor must provide 16-hour daily coverage, handling incoming calls, emergency calls (Code Blue, bomb threats, fire alarms), paging, and maintaining logs. Key personnel, background investigations, and adherence to a Quality Assurance Surveillance Plan (QASP) with specific performance standards and incentives/disincentives are required. Invoices will be submitted monthly in arrears electronically, and contractor performance will be reported via CPARS. The contract emphasizes compliance with federal acquisition regulations and VA-specific clauses, particularly regarding SDVOSB subcontracting limitations.
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