Philadelphia VAMC Phone Answering Services

Quick Summary

The Department of Veterans Affairs (VA), specifically the NETWORK CONTRACT OFFICE 4 (36C244), is soliciting proposals for Telephone Answering Services at the Philadelphia VA Medical Center (VAMC) and its satellite locations. This opportunity is a 100% Service-Disabled Veteran-Owned Small Business (SDVOSB) Set-Aside. The contract aims to provide 24/7 non-personal telephone operator and switchboard services. Quotes are due by February 9, 2026, at 8:00 AM EST.

Scope of Work

The contractor will provide comprehensive telephone operator and switchboard services, including 24/7 coverage, 365 days a year. Key responsibilities involve operating office machines, alarm monitoring, and message delivery. Personnel will utilize Cisco phone Model CP 8841 and an Automatic Call Distribution (ACD) switchboard system to process incoming, outgoing, networked, and interoffice calls, covering hospital services, patient information, and emergency notifications. Services also include customer support for various callers, responding to emergency alarms (codes, bomb threats, fires, disasters), and communicating via two-way radio and emergency paging systems. Additional duties include maintaining inpatient ward information, logging equipment malfunctions, assisting staff and patients with calls, and using Microsoft Office software.

Contract Details

This is a Combined Synopsis/Solicitation (RFQ) for commercial products and services. The contract is anticipated to include one base year (February 26, 2026, through February 25, 2027) and one six-month option period (February 26, 2027, through August 31, 2027). The primary place of performance is the Corporal Michael J. Crescenz VA Medical Center (CMCVAMC) in Philadelphia, PA, and its satellite locations in Burlington, NJ; Sewell, NJ; Camden, NJ; West Philadelphia, PA; and Willow Grove, PA. The NAICS code is 561421 (Telephone Answering Services) with a $19.0 Million small business size standard, and the PSC is R699 (Other Administrative Support Services).

Set-Aside & Eligibility

This solicitation is a 100% Service-Disabled Veteran-Owned Small Business (SDVOSB) Set-Aside. Offerors must be certified SDVOSBs and listed in the SBA certification database to be considered eligible for award. A signed LOS Certification is required.

Submission & Evaluation

Quotes must be submitted via email to Ralph Mielnik (ralph.mielnik@va.gov) by February 9, 2026, at 8:00 AM EST. Questions regarding the RFQ must be submitted to the same email by February 2, 2026, at 12:00 PM EST. Technical content should be provided as a single document, not exceeding 20 pages, and two past performance examples are required. The Government will select the quote representing the best benefit, evaluating based on technical capability, price, and past performance. The Government reserves the right to consider quotes other than the lowest price if they provide additional benefit.

Key Personnel & Requirements

Personnel must have a minimum of a high school diploma and 1-2 years of call center experience, with knowledge of medical terminology. They must receive VA training, wear a VA-provided identification badge, and comply with federal regulations regarding employment of foreign nationals and "E-Verify." Employees must not represent themselves as VA employees. Information Security, Privacy, and HIPAA training are mandatory. The contractor must provide a Quality Control Program. Government-furnished equipment (GFE), including workspace, copier, and computer, will be provided. Travel costs are not reimbursable, and invoices must be submitted electronically via the VA's OB10 system.

Points of Contact

Primary contact for this opportunity is Ralph Mielnik at ralph.mielnik@va.gov.