PQ0243 - Emergency Duty Team Out of Hours Call Answering Service - AWARD

Concepts

• administration services
• emergency duty team
• hours call answering service
• west midlands
• call handling
• social work team
• call handling service
• hours emergency cover
• hours
• public telephone services

Location

Description

The Birmingham Children's Trust (BCT) Emergency Duty Team (EDT) service provides out of hours emergency cover for children's social care Monday to Friday between 17:15 and 08:45 (16:15 on Friday), and provides weekend cover for Saturday, Sunday and Bank Holidays. The service is made up of Professional Support staff who deal with call handling, and a Social Work team. Monday to Friday the EDT professional support staff work until 00.45, Monday to Thursday and 23.45 Friday and on weekends and bank holidays from 8.45 - 00.45. When the professional support staff, are off duty Social Workers will pick up calls where possible, if at any times during the PSS working hours, or when Social Workers are not available to pick up calls a call handling service is required to manage calls coming into the service. The call handling service will operate during the following times: Monday to Thursday, 17:15 to 08:45 Friday 17:15 to 08:45 Monday Bank holidays The call handling service will be required to do the following: o receive calls o take referral details, o complete the standard referral form o forward the referral to EDT immediately This contract will be for a period of 3 years commencing 1st April 2021 until 31st Mar 2024.

Award Detail

CPV Codes

• 85321000 - Administrative social services
• 64210000 - Telephone and data transmission services
• 64214200 - Telephone switchboard services
• 85310000 - Social work services
• 79500000 - Office-support services
• 79511000 - Telephone operator services
• 64211000 - Public-telephone services
• 72253000 - Helpdesk and support services
• 71356300 - Technical support services
• 64214000 - Dedicated-business telephone network services
• 64211100 - Local telephone services
• 64213000 - Shared-business telephone network services
• 79512000 - Call centre
• 85300000 - Social work and related services

Indicators

• Contract is suitable for SMEs.

Other Information

The Council will be using its free to use e-tendering system (in-tend) for the administration of this procurement process and potential suppliers must register with the system to be able to express an interest. If you wish to express an interest in this opportunity please click on the following link to access https://in-tendhost.co.uk/birminghamcc/ and submit your details to register. You will then be sent details on how to log on which will enable you to download all relevant quotation documentation. If you are unable to register with In-tend or have any questions or problems on how to use this web site please either email us at: cps@birmingham.gov.uk or call CPS Helpdesk on 0121 464 8000. Your completed quotation submission should be returned by noon on 19th February 2021 via the 'in-tend' system https://in-tendhost.co.uk/birminghamcc