After-Hours Answering Services

The City of Indianapolis and Marion County is seeking a vendor to provide after-hours answering services for the Marion County Coroner's Office. The selected vendor will be responsible for handling incoming calls, providing information and support to families and healthcare providers, and ensuring continuity of operations during non-business hours. The vendor must demonstrate experience in handling sensitive and emotional situations, as well as the ability to maintain confidentiality and adhere to industry standards. The scope of work includes call handling, message intake and relay, text communication, and escalation protocols. The vendor must also provide monthly reporting and meet performance expectations. Key aspects of the job include: • Handling 400+ calls per month with an average duration of 2-3 minutes • Providing support to families and healthcare providers during non-business hours • Ensuring continuity of operations and maintaining confidentiality • Meeting performance expectations and providing monthly reporting • Demonstrating experience in handling sensitive and emotional situations