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

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:

* Secondary technician
* Supervisor/manager
The Contractor shall be capable of managing multiple simultaneous emergencies and
coordinating appropriate response.
2.5 Technician Acknowledgment and Response
* If no acknowledgment is received within 15 minutes, escalation procedures must be
initiated
2.6 Performance Standards
* Calls must be answered within 30 seconds
* Calls must be handled by a live operator
* Dispatch must occur immediately after call intake
Performance metrics may be monitored and used in evaluating contract performance and
renewal.
2.7 Multi-Channel Communication
Ventura Housing currently utilizes RentCafe (Yardi), which allows residents to submit work
orders directly.
The Contractor's services shall serve as an additional intake channel for after-hours and other
service requests.
Ventura Housing intends to provide residents with multiple options for submitting service
requests. The Contractor shall support and manage communication through the following
channels:
* Phone calls (required)
* Text messaging (SMS)
* Email submissions
* Web-based or portal submissions (if available)
Residents may utilize any of the above communication methods to report service requests in
addition to existing RentCafe functionality.
The Contractor shall:
* Receive, document, and process all incoming requests regardless of communication
channel
* Ensure that all requests are handled consistently and in accordance with Ventura
Housing policies
* Enter all requests into Ventura Housing's property management system (Yardi) as work
orders
* Avoid duplication of work orders where possible and coordinate with existing systems
(e.g., RentCafe submissions)
* Maintain clear and accurate records of all communications across all channels

2.8 System Integration
The Contractor shall demonstrate the ability to integrate with Ventura Housing's property
management system (Yardi). Proposers shall clearly describe their capabilities, including:
* Ability to enter work orders directly into Yardi (preferred)
* Ability to integrate via API or third-party tools
* Ability to provide structured data exports (e.g., CSV, Excel) compatible with Ventura
Housing systems
The proposed solution must allow Ventura Housing to access and utilize all data generated
through the service without restriction.
2.9 Portal and Reporting
The Contractor shall provide Ventura Housing with access to a secure, user-friendly online
portal or dashboard that allows authorized staff to monitor and manage all after-hours call
activity.
At a minimum, the portal shall provide:
* Real-time or near real-time access to call logs and activity
* Ability to search, filter, and review call history
* Visibility into:
o Call details (date, time, caller, property, issue)
o Call classification (e.g., high, medium, low priority)
o Dispatch status and escalation actions
* Access to call recordings, where applicable
* Ability to track open, pending, and completed requests (if supported)
2.10 Call Recording
* Record all calls
* Provide access to recordings
2.11 Billing and Invoicing
The Contractor shall provide detailed and transparent invoicing.
At a minimum:
* Invoices must include a breakdown of call activity by property/location
* Ventura Housing operates approximately 25 properties/sites, and a full list will be
provided
Each invoice shall clearly identify:

* Number of calls per property
* Total minutes (if applicable) per property
* Associated charges by property
The Contractor shall:
* Register with Ventura Housing's VendorCafe (Yardi) system
* Submit all invoices electronically through VendorCafe
Failure to provide sufficient detail may result in delayed payment processing.
2.12 Data Ownership
All data generated under this contract shall be the sole property of Ventura Housing. The
Contractor shall not restrict access to or use of such data. Ventura Housing shall have the ability
to export all data at any time without limitation.
2.13 Security
The Contractor shall maintain industry-standard data security practices, including:
* Secure storage and transmission of all data
* Access controls to protect resident and operational information
* Protection against unauthorized access or data breaches
Proposers shall describe their data security measures as part of their submission. The
Contractor shall promptly notify Ventura Housing of any data breach or security incident.
2.14 Optional Services
* Case Management call handling
* Additional departments
3. LICENSING, INSURANCE, AND CONTRACT REQUIREMENTS
3.1 Unauthorized Subcontracting
The Contractor shall not assign, transfer, or subcontract any portion of the services under this
contract without prior written approval from Ventura Housing.
This includes, but is not limited to:
* Outsourcing call handling services to third-party providers
* Delegating dispatch or communication services to external vendors
All services must be performed by personnel under the direct control and supervision of the
Contractor unless otherwise approved in writing.
3.2 Contract Period

The initial contract term shall be for a period of three (3) years, commencing upon execution of
the agreement.
Ventura Housing reserves the right, at its sole discretion, to extend the contract for up to two (2)
additional one-year option periods, for a maximum total term of five (5) years, based on
satisfactory performance and continued need.
The selected Contractor shall:
* Begin services promptly following contract execution and any required onboarding or
system implementation period
* Provide a clear implementation plan, including setup, testing, and transition from the
current service provider
Ventura Housing reserves the right to terminate the contract for cause or convenience in
accordance with the terms outlined in the agreement.
3.3 Licensing,Insurance and Indemnification Requirements
Prior to contract award (but not as part of the proposal submission), the selected Contractor
must provide the following documentation:
1. Workers' Compensation Insurance
* As required by the State of California, with Statutory Limits, and Employer's Liability
Insurance with limit of no less than $1,000,000 per accident for bodily injury or
disease.
2. General Liability Insurance
* Insurance Services Office Form CG 00 01 covering CGL on an "occurrence" basis,
including products and completed operations, property damage, bodily injury and
personal & advertising injury with limits no less than $2,000,000 per occurrence and
$4,000,000 aggregate.
3. Automobile Insurance (if Contractor uses a vehicle to perform the work)
* ISO Form Number CA 00 01 covering any auto (Code 1), or if Contractor has no
owned autos, hired, (Code 8) and non-owned autos (Code 9), with limit no less than
$1,000,000 per accident for bodily injury and property damage.Other Insurance
Provisions
4. Additional Insured Status. The Entity, its officers, officials, employees, and volunteers
are to be covered as additional insureds on the CGL policy with respect to liability arising
out of work or operations performed by or on behalf of the Contractor including materials,
parts, or equipment furnished in connection with such work or operations. Coverage can
be provided in the form of an endorsement to the Contractor's insurance (at least as
broad as ISO Form CG 20 10 11 85 or the addition of both CG 20 10, CG 20 26, CG 20
33, or CG 20 38; and CG 20 37 if a later edition is used).
5. Primary Coverage. For any claims related to this contract, the Contractor's insurance
coverage shall be primary and non-contributory and at least as broad as ISO CG 20

01 12 19 as respects the Entity, its officers, officials, employees, and volunteers. Any
insurance or self-insurance maintained by the Entity, its officers, officials, employees, or
volunteers shall be excess of the Contractor's insurance and shall not contribute with it.
This requirement shall also apply to any Excess or Umbrella liability policies.
6. Umbrella or Excess Policy. The Contractor may use Umbrella or Excess Policies to
provide the liability limits as required in this agreement. The Umbrella or Excess policies
shall be provided on a true "following form" or broader coverage basis, with coverage at
least as broad as provided on the underlying Commercial General Liability insurance.
7. Notice of Cancellation. Each insurance policy required above shall provide that
coverage shall not be canceled, except with notice to the Entity.
Waiver of Subrogation. Contractor hereby grants to Entity a waiver of any right to
subrogation which any insurer of said Contractor may acquire against the Entity by virtue of
the payment of any loss under such insurance. Contractor agrees to obtain any endorsement
that may be necessary to affect this waiver of subrogation, but this provision applies
regardless of whether or not the Entity has received a waiver of subrogation endorsement
from the insurer.
Self-Insured Retentions. Self-insured retentions must be declared to and approved by the
Entity. The Entity may require the Contractor to purchase coverage with a lower retention or
provide proof of ability to pay losses and related expenses within the retention. The policy
language shall provide, or be endorsed to provide, that the self-insured retention may be
satisfied by either the named insured or Entity.
* Acceptability of Insurers. Insurance is to be placed with insurers authorized to conduct
business in the state with a current A.M. Best's rating of no less than A:VII, unless otherwise
acceptable to the Entity.
Verification of Coverage. Contractor shall furnish the Entity with original certificates and
amendatory endorsements or copies of the applicable policy language effecting coverage
required by this clause All documents are to be received and approved by the Entity before
work commences. However, failure to obtain the required documents prior to the work
beginning shall not waive the Contractor's obligation to provide them. The Entity reserves the
right to require complete, certified copies of all required insurance policies, including
endorsements required by these specifications, at any time.
Special Risks or Circumstances. Entity reserves the right to modify these requirements,
including limits, based on the nature of the risk, prior experience, insurer, coverage, or other
special circumstances.
8. Indemnification. Contractor shall hold harmless, defend and indemnify Entity and its officers,
officials, employees and volunteers from and against any and all liability, loss, damage,
expense, costs (including without limitation costs and fees of litigation) of every nature arising
out of or in connection with Contractor's performance of work hereunder or its failure to comply
with any of its obligations contained in the agreement, except such loss or damage which was
caused by the sole negligence or willful misconduct of the Entity.
9. Business License
* Proof of all applicable City, County, and/or State business licenses required to
perform answering services, call center operations, and related services.