Project Information

Bid Title

Request for Proposal (RFP) for On-Call Answering and Dispatch Services

Issuing Agency

City of San Buenaventura

Location

California

Published Date

Jun 8, 2026

Closing Date

Jun 29, 2026

Government Level

State & Local

Status

Closed

Original Source

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Bid Documents

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Project Description

Request for Proposal (RFP) for On-Call Answering and Dispatch Services
Exhibit A - Emergency Call Definitions - On-Call Answering Service

Attachment Preview

Request for Proposal (RFP) for On-Call Answering and

Dispatch Services

RFP RELEASE DATE:

June 8th, 2026

PROPOSALS DUE:

June 29th, 2026 at 4 PM (PST)

PROPOSAL SUBMISSION:

Proposals must be submitted via email to:

Francisco Camarena

IT and Maintenance Director

fcamarena@venturahousing.org

1. GENERAL INFORMATION

1.1 Introduction

Ventura Housing, formerly known as the Housing Authority of the City of San Buenaventura was

established in 1949 to provide safe, quality, and affordable housing for families unable to afford

market-rate housing. Ventura Housing administers its programs locally in compliance with

federal and state laws.

Ventura Housing’s mission is to develop and provide quality affordable housing for eligible low-

income residents of Ventura. The organization fosters partnerships to support residents in

achieving personal goals related to literacy, education, health, wellness, job training, and

employment, ultimately promoting economic self-sufficiency and personal growth.

Ventura Housing is responsible for developing and managing low-income rental housing,

implementing financing strategies to promote affordable housing, overseeing public housing

operations and rental assistance programs, administering Section 8 housing vouchers, and

providing community services and housing rehabilitation programs. The agency currently owns

and manages over 1,000 housing units and administers more than 1,500 Section 8 vouchers,

serving both incorporated and unincorporated areas of the City of Ventura.

Ventura Housing’s staff brings extensive expertise in real estate development, property

management, housing services, and Section 8 program administration. The organization also

manages financial services, human resources, procurement, facility operations, and risk

management. With a culturally diverse team, Ventura Housing offers bilingual services in

English, Spanish, and other languages as needed.

Ventura Housing is governed by a seven-member Board of Commissioners appointed by the

Ventura City Council. Five members serve four-year terms, while two Resident Commissioners

serve two-year terms. The Board is responsible for establishing policies, long-term goals, and

strategic direction for the organization.

For work planning purposes, please note, Ventura Housing works a 4/10 work schedule

(7:00am- 5:30pm) with Fridays off.

1.2 Purpose

Ventura Housing is seeking proposals from qualified firms to provide after-hours answering and

dispatch services for maintenance-related calls and other potential service areas. The selected

contractor will be responsible for handling incoming calls outside of normal business hours,

accurately documenting service requests, and dispatching information to on-call personnel in a

timely and reliable manner. Ventura Housing is seeking a technology-enabled solution that

provides enhanced visibility, reporting capabilities, system integration (including Yardi), and

future scalability.

1.3 Overview

The selected contractor will provide after-hours answering and dispatch services for Ventura

Housing properties located throughout Ventura, California. Ventura Housing operates

approximately 25 properties/sites, and a full list will be provided to the selected contractor.

Services will primarily support:

• Emergency maintenance call handling

• Dispatch to on-call maintenance technicians

Ventura Housing seeks a solution that:

• Improves response time and reliability

• Provides real-time visibility into calls and dispatch activity

• Integrates with Yardi.

• Supports future expansion to additional service areas (e.g., case management)

1.4 Scope Overview of Services

The Contractor shall provide comprehensive after-hours answering services, including:

• Live call answering and intake

• Emergency and non-emergency call classification

• Dispatch to on-call personnel

• Data entry into the Ventura Housing property management system (Yardi)

• Multi-channel communication support (phone, text, email, portal)

• Reporting and analytics

• Escalation and backup procedures

The system shall be scalable and configurable to support multiple departments and service

types.

1.5 Board of Commissioners

Ventura Housing operates under the authority of its Board of Commissioners. The Board is

responsible for the overall governance and oversight of Ventura Housing’s activities and

policies.

1.6 Contact Information

Francisco Camarena

IT and Maintenance Director

Ventura Housing

995 Riverside Street

Ventura, CA 93001

(805) 626-5810

fcamarena@venturahousing.org

1.7 Expenses Associated with Submission

All costs related to the preparation and submission of a proposal in response to this RFP shall

be borne solely by the respondent. Ventura Housing will not reimburse any respondent for

these costs, regardless of whether the respondent is selected.

1.8 Options and Discretion

Ventura Housing reserves the right, at its sole and absolute discretion, to:

• Reject any or all proposals, or any portion thereof;

• Re-advertise this RFP;

• Postpone or cancel the RFP process at any time;

• Waive any irregularities in the RFP or in the proposals received;

• Determine the criteria and process for evaluating proposals and decide whether an

award will be made.

2. Scope of Services

2.1 General

The Contractor shall provide comprehensive after-hours call answering services for Ventura

Housing.

Services shall include coverage during:

• Monday through Thursday after 5:00 PM – 7:30 AM (next business day)

• Fridays (all day)

• Weekends (Saturday and Sunday)

• All recognized holidays

• Occasional daytime coverage during office closures (e.g., staff meetings or special

events), as requested by Ventura Housing

Call Handling Requirements

• All calls shall be answered by a live operator within 30 seconds

• Calls shall not be routed directly to voicemail or automated systems without first being

handled by a live operator

• The Contractor shall provide clear, professional, and courteous communication at all

times

Language Requirements

The Contractor shall provide bilingual support, including:

• English (required)

• Spanish (required)

Proposers may describe additional language capabilities as part of their submission.

2.2 Call Intake and Documentation

Capture:

• Resident info

• Property/site

• Issue description

• Permission to enter unit

Classify calls:

• High / Medium / Low priority

Ventura Housing will initially provide an emergency classification and escalation guide, to be

used by the Contractor in determining call priority.

All calls shall be entered into Ventura Housing’s system (Yardi) as work orders.

2.3 Dispatch and Notification

Dispatch shall occur through the following methods:

• Text message (required)

• System/Yardi Work Order App notification (preferred)

For all emergency calls, the Contractor shall:

• Place a direct phone call to the assigned on-call technician

• Verbally confirm that the technician has received the emergency dispatch information

A voicemail message alone shall not constitute an acceptable dispatch notification.

The Contractor shall include complete and accurate details in all dispatch communications,

including:

• Resident name

• Property/location

• Nature of the emergency

• Priority classification

• Contact information

The system shall support confirmation that the on-call technician has received and

acknowledged the dispatch.

The Contractor shall also:

• Confirm receipt of the request with the resident/caller

• Provide the applicable work order number to the requester, if available

2.4 Escalation Procedures

If no technician response within 15 minutes:

Escalate to:

Commodity Codes

• NAICS 561421Telephone Answering Services

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