GoJ-IE-Out of Hours Call Management

Description

The Government of Jersey Infrastructure and Environment (I&E) Department requires the provision of a professional Out of Hours Emergency Call Handling Service to support the Department's emergency response arrangements outside normal working hours. The service will provide a single point of contact for members of the public, emergency services, parish authorities and other stakeholders reporting incidents relating to Government-owned infrastructure and assets. The appointed Contractor shall receive, assess, record, triage and escalate calls in accordance with agreed procedures and Service Level Agreements (SLAs), ensuring appropriate Duty Officers are contacted when intervention is required. Keywords: Emergency, Call, Telephony, Service, Handling