Telephone Operator Support Services l KCVA | Base plus four (4) option years

The Department of Veterans Affairs (VA) is seeking a contractor to provide 24‑x‑7 telephone operator and telecommunications support for the Kansas City VA Medical Center (KCVAMC) and its associated sites. The contractor must staff, supervise, and manage operators who will answer internal and external calls, route inquiries, handle emergency alarms, operate paging and 911 systems, and maintain call‑handling performance metrics (ASA ≤ 10 seconds, ring ≤ 30 seconds, abandonment ≤ 5 %). The contract is firm‑fixed‑price, base year 10/01/2026‑09/30/2027 with up to four one‑year options. The award is a 100 % set‑aside for Service‑Disabled Veteran‑Owned Small Businesses (SDVOSB). Key requirements include HIPAA compliance, E‑Verify, security clearances, and a robust Quality Control program.