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Housing Authority of the Binningham DistrictAfter Hours Answering ServicesRFP No. 21-01IV.PROPOSALSCHEDULE\l'li\ it l akRelease RFPWeek of. 2020Deadline for submission of questions, 2020Deadline for submission of proposals, 2020Evaluation of proposals and selection process. 2020*Interview finalists (if applicable), 2020Negotiations, 2020Award of contractTBD*All firms must set aside these dates for potential interviews if short-listed. Due to the short timeline to award acontract, only these dates and times will be made available for interviews.V.OVERVIEW:The Vendor shall accept telephone calls by live operators stationed at 24-hour call centers that can forward messages andemails to designated staff on a private line and must have the ability to evaluate and prioritize the severity of importantcalls. Operators must be able to forward messages to HABD staff via cell phone, home phone, and office contacts, as wellas to other vendors such as HABD ' s private security and lockout vendor. Communications may include sending emails,texts, calls to HABD employees, and forwarding voicemails.VI.SCOPE OF SERVICES SPECIFICS:a). Service Hours: The selected Vendor shall be required to provide answering services during regular business hours,after-hours, and twenty-four (24) hour service on weekends and holidays. Service hours are described as follows :i. Weekday Regular Business Hour Service - The selected Vendor will provide back-up answering services toHABD during regular business hours for special programs as detennined by HABD. Regular business hoursback-up service is from 8:00 A.M. to 5:00 P.M, Monday through Friday.ii. Weekday After-Hour Service - The selected Vendor will provide after-hour answering services to HABD.Weekday after-hours service is from 5:00 P.M. to 8:00 A.M, Monday through Friday, except for holidays asdescribed in section (b) below.iii. Weekend Service - The selected Vendor will provide twenty-four (24) hour weekend answering services toHABD. Twenty-four (24) hour weekend service is from Friday at 5:00 P.M. to Monday at 8:00 A.M.b). Holiday Service: The selected vendor will provide twenty-four (24) hour holiday answering services to HABD.Twenty-four (24) hour holiday service is from 5:00 P.M. the day prior to the holiday to 7:00 A.M. the day followingthe holiday. HABD's official holidays are as follows: New Year' s Day (December 31 and January 1 or observed on closest weekday)Martin Luther King Jr. 's Birthday (Observed third Monday in January)President's Day (Observed third Monday in February)State Observed Memorial Day (Observed 4th Monday in April)Memorial Day (Observed last Monday in May)Jefferson Davis Birthday (Observed I st Monday in June)Independence Day (July 4 or observed on closest weekday)Labor Day (Observed first Monday in September)Columbus Day (October 12 or observed on closest weekday)Veterans Day (November 11 or observed on closest weekday)Thanksgiving Day (Fourth Thursday in November)Day Following Thanksgiving Day (Fourth Friday in November)Christmas Day (December 24-25 or observed on closest weekday)HOUSING AUTHORITY OF THE BIRMINGHAM DISTRICT, ALABAMA (205-324-0641)JI Page

Housing Authority of the Birmingham DistrictAfter Hours Answering ServicesRFP No. 21-01c). Required Vendor Qualifications:1.Vendor has been in related business for a minimum of two (2) years.ii. Vendor has provided similar services within the last two (2) years.111. Vendor staff shall be a minimum of 18 years of age and possess a high school diploma or equivalent.iv. Vendor staff shall have the ability to understand, speak, read, and write English fluently .v. Vendor shall provide live, real-time, operator-assisted translation to communicate with non-Englishspeaking callers.d). Personnel Recruitment:i. The Vendor shall provide adequate personnel, trained in the proper methods and techniques in order toproperly and satisfactorily accept phone calls and relay information and have the necessary public relationsskills to interact with employees and customers in a professional, courteous, businesslike manner.ii. The Vendor' s staffing levels shall be adequate to handle the volume of calls received from HABD callers.111.The Vendor must have the ability to call in additional operators to handle increased call volume that mayresult from a weather-related incident, major power outage, major disaster, etc.iv. The Vendor shall have the ability to accommodate for on-going training of call center staff when HABDchanges of policies and procedures warrant a change for how calls are handled.e). Emergency vs. Non-Emergency Calls: The selected Vendor shall evaluate calls based on information given by thecaller as follows:i. Non-emergency calls during regular business hours - The Answering Service shall direct all nonemergency calls during regular business hours to Property Management personnel. Answering serviceshall let caller know this is an emergency line only and to call or email their Property Management Staffwith questions or to initiate a maintenance work order.ii. Non-emergency calls during after-hours - The Answering Service shall direct all non-emergency callsduring regular after hour ' s business hours to Property Management personnel. Answering service shall letcaller know this is an emergency line only and to call or email their Property Management Staff withquestions or to initiate a maintenance work order.iii. Emergency calls during regular business hours - The Answering service shall contact the appropriateHABD personnel from the emergency contact list (to be provided after award of contract). The operatorshall provide information such as caller name, building name, building location, phone number, type ofemergency, and whether the resident has authorized entry into their unit.iv. Emergency calls during after-hours-for maintenance emergencies, dispatch the appropriate maintenancetrade person from the after-hours on-call list (to be provided after award of contract). The operator shallprovide information such as caller name, building name, location, phone number, type of emergency, andauthorization of resident to enter unit if applicable.f. Types of Calls: The selected Vendor shall evaluate calls based on information given by the caller as follows:i. Maintenance emergencies - the subject of calls could include plugged toilets, broken windows, rangeand/or refrigerator repairs, roof leaks, no heat or electricity, etc. For after-hours calls dispatch theappropriate on-call maintenance person, during regular business hours contact the appropriate propertymanager.ii. Routine maintenance calls - the subject could include drippy faucets , cracked windows, etc. The operatorwill advise the caller that routine, non-emergency calls need to go to property management.iii. Lockouts-the operator will dispatch HABD's security contractor to let the resident into their apartment.HOUSING AUTHORITY OF THE BIRMINGHAM DISTRICT, ALABAMA (205-324-0641)4 1 Page

Housing Authority of the Birmingham DistrictAfter Hours Answering ServicesRFPNo. 21 -01g). Service Response Times: The selected Vendor shall meet the following standards:i. 95% or more of all incoming calls will be answered within three rings or less at all times.ii. No more than 30% of incoming calls will be placed on hold.iii. No caller will be placed on hold for longer than two minutes.h). Reports Daily Reports: The selected Vendor shall email daily reports to the Contract Administrator of thiscontract. The Daily reports shall include the following information:i. Date of callii. Time receivediii. Name of calleriv. Location of callerv. Description of callvi. Description of how call was handled.i) Monthly Summary Reports: The selected Vendor shall email monthly reports to Contract Administrator of thiscontract. The monthly reports shall include the following information:i. Total number of calls for the month by the following categoriesa. Maintenance emergencyb. Maintenance non-emergency:c. Property Management issued. Fire Alarm activatione. Burglar alarm activationf. Resident locked out of their homeg. Call from elevator car via emergency call button with no response from the callerh. Call from elevator car via emergency call button with a response from the calleri. General call reporting an elevator maintenance issueii. Total number of calls abandoned111. Average length of calls1v. Total number of calls requiring immediate attentionv. Percentage of answered calls within three ringsvi. Percentage of calls placed on holdvii. Average hold durationj). Emergency Contact Lists: The selected Vendor shall keep an emergency contact lists by building containingbusiness and home telephone numbers of key HABD management personnel and key vendors. The selected Vendorwill be required to update the lists as often as necessary to keep up with changes in staffing, vendors, and as otherconditions change at HABD properties. The selected Vendor will contact personnel and vendors from the lists inorder of priority in the event of an emergency condition or event that seriously threatens the public safety orendangers HABD property. The selected Vendor shall be required to keep multiple contact information for a varietyof conditions for each building.k). Vendor Representative: The selected Vendor shall designate an agent or representative to monitor and report on theoverall program. The Vendor representative shall attend, by phone or in person, regularly scheduled annual meetingswith HABD's Contract Administrator. The Vendor representative shall also be the party to whom all complaints,concerns or service requests shall be addressed. The selected Vendor shall notify HABD in writing within seven (7)days of any change in the name, title or contact information of its designated agent or representative.VII.PROPOSAL FORMATHABD intends to retain the successful proposer pursuant to a "Best Value" basis, not a "Low Proposal" basis ("BestHOUSING AUTHORITY OF THE BIRMINGHAM DISTRICT, ALABAMA (205-324-0641)SI Page

Housing Authority of the Birmingham DistrictAfter Hours Answering ServicesRFPNo. 21-01Value," in that HABD will, as detailed below consider factors other than just cost in making the award decision).Therefore, so that HABD can properly evaluate the offers received, all proposals submitted in response to this RFP mustbe formatted in accordance with the sequence noted below. Each category must be separated by numbered index dividers(which number extends so that each tab can be located without opening the proposal) and labeled with the correspondingtab reference also noted below. None of the proposed services may conflict with any requirement HABD has publishedherein or has issued by addendum.A.Tabbed Proposal SubmittalTah\o.1I l',lTlptmn.Proposed Services: As more fully detailed within Scope of Work I Technical Specifications, of thisdocument, the proposer shall, at a minimum, clearly detail within the information submitted under thistab documentation providing: Letter oflntent-Provide a cover letter transmitting the response, introducing the respondent ' scompany and expressing interest in providing services to HABD. Service Approach-Provide an overview of the approach the respondent intends to take incompleting the Scope of Services.2Firm's Qualifications: Provide a brief overview of your firm 's qualifications and capability to providethe services as described in Section C - Scope of Work above. - Describe your firm ' s professionaltraining program. - Provide a listing of three clients that your firm bas worked with in the past that aresimilar in size and scope to the scope of this RFP. List the clients ' name, brief description of the servicesprovided, call volume, and dates of service.3Assigned Key Personnel Qualifications: Provide a listing of key personnel within your firm who willbe assigned if you are selected for this Contract and describe their experience and qualifications forperforming this work.4Firm's Equipment, Infrastructure and Software: Describe your firm ' s Information Technologyinfrastructure, software platform and its reliability in the case of an emergency disaster. Also include inyour answer, responses to the following: - How does your company save any data received from aresident when they call to report an issue. - Describe your firm 's backup power system. Are redundantphone lines in place so in the event a main trunk goes down another is available to receive calls? If soplease advise. - How long would your firm 's backup power supply last in the event of a power outage?5Reporting: Provide sample Call and Monthly Summary Reports as described in the Scope of Workabove.6Pricing/ Rates: Provide a monthly pricing schedule including all costs associated with providing theseservices. If there are annual charges or any other charges, include those as separate line items.7Client Information/References: The past performance of the respondent on prior work of the same orsimilar nature, based on the letters ofreference and/or client lists submitted, and based upon the resultsof any consultation that the HABD chooses to conduct with such. Proposer shall submit a listing offormer or current clients, including any other Public Housing Authority for whom the proposer hasperformed similar or like services to those being proposed in the RFP. The listing shall at a minimuminclude: Client' s nameClient' s contact nameClient' s telephone numberHOUSING AUTHORITY OF THE BIRMINGHAM DISTRICT, ALABAMA (205-324-0641)61 Page

Housing Authority of the Birmingham DistrictAfter Hours Answering ServicesRFP No. 21-01A brief description and scope of the service(s) and the dates the service(s) were provided.8Certification Forms and Affidavits: These forms are attached and are part of the RFP documents.These forms must be fully completed, executed, and submitted under this tab as part of the proposalsubmittal. 9Profile of Firm Form (Attachment BJNon-Collusive Affidavit (Attachment CJHABD Certification of Non-Discrimination (Attachment DJSection 3 Acknowledgement (A ttachment EJSection 3 Business Concern Self-Certification Form (Attachment F)Section 3 Assurance of Compliance and Action Plan Form (Attachment G)Form HUD-5369-C Certifications and Representations of Offerors, Non-ConstructionContract (Attachm ent I) Form HUD-92010 Equal Employment Opportunity Certification (A ttachment KJ Form HUD-50070 Certification of a Drug-Free Workplace (Attachment LJ Form 2992 Certification Regarding Debarment and Suspension (A ttachment M) E-Verify Form (AttachmentN) HUD 50071 Certification of Payment to Influence Federal Transactions (Attachment P)Section 3 Utilization Plan: HABD works diligently to comply with the requirements of the Contractorof Housing and Urban Development' s (HUD) Section 3 regulation (24 CFR Part 13 5). Consistent with24 CFR Part 135, as a recipient of HUD funding, HABD requires fulfillment of Section 3 obligations onall contracts that make use of that assistance. These policies are implemented regardless of the contractamount or whether it is designated as construction. HABD works to ensure the provision ofemployment, training, contracting, and other economic opportunities to its residents and other lowincome persons. In doing so, the HABD utilizes Section 3 as a means of promoting its mission ofoffering supportive services that foster stability and self-sufficiency. HABD will provide a listing ofqualified Section 3 Businesses upon request.SECTION 3 UTILIZATION PLAN: Failure to provide the Section 3 Assurance of Compliance andAction Plan mav cause the response to be non-responsive. Responding proposals should demonstratecompliance with the "greatest extent feasible. "1011Section 3 Business Concern Preference: (if applicable): For any proposer claiming a Section 3Business Preference, he/she shall under this tab include the fully completed and signed Section 3Business Concern Self- Certification Form.Other information (optional): Include any other information which may be helpful to the EvaluationCommittee in evaluating your firm's qualifications, including peer reviews within the past three yearsand any disciplinary action received within the past three years. Also, describe any regulatory actiontaken by any oversight body against the organization.If no information is to be placed under any of the above noted tabs please place thereunder a statement such as"NO INFORMATION IS BEING PLACED UNDER THIS TAB" or "THIS TAB LEFT INTENTIONALLYBLANK." DO NOT eliminate any of the tabs.B.Proposal Submittal Binding Method:It is preferable and recommended that the proposer bind the submittals in such a manner that HABDcan, ifneeded, remove the binding (i.e . . "comb-type;' etc.) or remove the pages from the cover (i.e. 3ring binder; etc.) to make copies then conveniently return the bid submittal to its original condition.VIII.SUBMISSION REQUIREMENTHOUSING AUTHORITY OF THE BIRMINGHAM DISTRICT, ALABAMA (205-324-0641)71 Page

Housing Authority of the Birmingham DistrictAfter Hours Answering ServicesRFPNo. 21-01A.Proposal Submission:All quotes must be submitted and time-stamped received in the designated HABD 's office by no laterthan the submittal deadline stated herein (or within any ensuing addendum). One (1) electronic, one(1) original and five (5) copies of the proposal must be submitted. The proposal must be submittedto conform to the requirements of this Request for Proposals as described in the sections entitled"Evaluation Factors. The package exterior must clearly be marked RFP 21-01 After-Hour AnsweringServices and must be sealed having the proposer's name, return address and addressed to:Housing Authority Birmingham DistrictDirector of Procurement1826 Third Avenue SouthBirmingham, Alabama 35233Proposals received after the published deadline will not be accepted.a. Submission Conditions: DO NOT FOLD OR MAKE ANY ADDITIONAL MARKS,NOTATIONS OR REQUIREMENTS O

After Hours Answering Services Housing Authority of the Birmingham District The Housing Authority of the Birmingham District (HABD) is seeking proposals from firms/individuals to provide After Hours Answering Services. Issue Date: August 17, 2020 Time: 9:00 a.m. CST Submission Deadline: September 11, 2020 Time: 2:00 p.m. CST Contracting Officer: