Answering Service for the McHenry County Department of Health

This contract provides a county‑wide answering‑service for the McHenry County Department of Health. The vendor will staff a 24‑hour after‑hours call center, handle emergency and non‑emergency calls for multiple divisions (Animal Control, Environmental, Nursing, Vital Records, Administration), log calls daily, and supply statistical reports. The service must meet defined service‑level expectations (answer within 30 seconds, hold ≤ 1 minute, dispatch within 5 minutes, and escalation if needed). The County anticipates an annual spend of $10‑12 k, with a current usage baseline of roughly 1,357 minutes per month and an overage rate of $1.14 per minute. The contract is awarded on a full‑open competition basis to a single vendor, Map Communications, Inc., and no set‑aside or local‑preference requirements apply. • Scope: inbound/outbound call handling, after‑hours coverage, daily call‑log & statistical reporting. • Performance metrics: 30‑second answer time, 1‑minute hold, 5‑minute dispatch, escalation ladder. • Budget: approx. $10‑12 k annually; current plan 500 min/month at $569 plus overage.