Proposal - AnswerNet
Your customers. Their care. Our mission.
Contact:
Jessica Evangelist
National Sales Executive
jessica.evangelist@answernet.com
O: 267.762.5121 C: 610.476.6354
AnswerNet Corporate Offices:
5 Willow Grove Drive Suite 350
Horsham, PA 19044
answernet.com
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Table of Contents:
Cover Letter .......................................................................................................................... 2
Firms Background, Qualifications, and Experience ................................................................. 4
References of California Government Agencies ...................................................................... 6
Complete Pricing List ............................................................................................................. 7
Staffing and Project Organization .......................................................................................... 9
Subcontracting Services ....................................................................................................... 12
Disclosures .......................................................................................................................... 13
Acknowledgement/Insurance Requirements (Attachment 2) ............................................... 14
Non-Collusion Affidavit (Attachment 3) ............................................................................... 15
Acknowledgement of Addenda (Attachment 4) .................................................................... 16
Appendix 1: Resumes .......................................................................................................... 17
Appendix 2: Redlined Agreement for Contract Services ........................................................ 21
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Cover Letter
3/27/2026
Lisa Chastain
Public Safety Management Analyst
City of La Quinta
78495 Calle Tampico
La Quinta, California 92253
RE: RFP – 24-Hour Live Answering Services
Dear Lisa and the La Quinta Team,
New AnswerNet Inc. is pleased to submit this proposal to the City of La Quinta for the 24 -Hour
Live Answering Services supporting the City’s Short-Term Vacation Rental (STVR) program. With
our extensive experience in providing live agent support 24/7/365, we are uniquely qualified to
manage the City’s specific call volume, including the anticipated surges during the festival season
from March through May.
Our team is prepared to adhere strictly to the City’s provided scripts and call flow charts to ensure
code violations are reported accurately and local contacts are notified within the required 30 -
minute window. We also confirm our ability to provide full Spanish-language support, as
requested.
Firm Information
• Company Name: New AnswerNet Inc.
• Main Office Location: 5 Walnut Grove Drive, Suite 350 Horsham, PA 19044
• Project Service Office: Our El Paso TX call center, located at 6501 Boeing Drive, Suite
H-1 El Paso Texas 79925, will serve as the primary office for this project. This facility is
experienced in triaging calls for government agencies and local municipalities and is
staffed with a fully bi-lingual team of agents.
Contract Person
• Name & Title: Jessica Evangelist, National Sales Executive
• Address: 5 Walnut Grove Drive, Suite 350 Horsham, PA 19044
• Phone Number: O: 267.762.5121 | C: 610.476.6354
• Email Address: jessica.evangelist@answernet.com
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Required Statements
• Validity Statement: AnswerNet certifies that all information and pricing provided in
this proposal shall remain valid for a period of at least ninety (90) days from the
submission deadline.
• Conflict of Interest: We affirm that any individual assigned to perform work for the City
of La Quinta under this agreement is free of any conflict of interest.
We are confident that we are the only candidate for this scope of work and we look forward to
the opportunity to partner with the City of La Quinta to ensure the continued success and
compliance of your STVR program.
Respectfully,
Jessica Evangelist
National Sales Executive
Jessica.evangelist@answernet.com
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Firms Background, Qualifications, and Experience, including
the following
Number of years in business
AnswerNet has been in business for almost 28 years.
Taxpayer identification number
New AnswerNet Inc. TIN: 47-2028305
Number of years in live answering services and web -based reporting of calls.
AnswerNet has been involved in live answering services for almost 28 years .
We implemented web-based call reporting in the early 2000’s totaling approximately 23 years.
We pride ourselves in always being at the forefront of new and innovative technology.
Resumes of the Project Manager and key personnel who will be responsible for performance if
any agreement results from this RFP.
Our El Paso TX call center would be responsible for this scope of work since the majority of the
team is bi-lingual speaking both English and Spanish fluently.
Assistant GM:
Mayra Amparan
mayra.amparan@answernet.com
General Manager:
Jackie Ibarra
jackie.ibarra@answernet.com
Corporate Operations Manager:
Amanda Jennings
amanda.jennings@answernet.com
Director:
Josue Leon
josue.leon@answernet.com
Resumes have been added as an appendix at the end of this proposal.
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Firm ownership and if incorporated, list the state in which the firm is incorporated and the date
of incorporation
Gary Pudles is the sole owner and Founder of AnswerNet.
New AnswerNet Inc was founded in 1998 DBA AnswerNet and is incorporated in the State of
Delaware.
If the firm is a subsidiary of a parent company, identify the parent company
New AnswerNet Inc. does not have a parent company. We operate under the AnswerNet Brand
Umbrella.
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References of California Government Agencies
(preferably cities utilizing AnswerNet services)
(a) Client name, client project manager, telephone number, and email address (b) Project
description (c) Project start date, and end date (d) Staff assigned to each project by the firm (e)
Provide a summary of final outcome
Stanislaus County Road and Bridges
Project Manager: Christina Ceja
Phone Number: 209-525-4128
Email Address: cejac@stancounty.com
Project Description: Telephone Answering and Dispatch Services
Project Dates: 11/11/96 to Present
Staff Assigned to Project: 25
Summary of Outcome: Recurring Service
Town of Windsor
Project Manager: Jodi Brust
Phone Number: 707-838-1010
Email Address: jbrust@townofwindsor.ca.gov
Project Description: Telephone Answering and Dispatch Services
Project Dates: 3/1/97 to Present
Staff Assigned to Project: 25
Summary of Outcome: Recurring Service
Santa Cruz County Behavioral Health
Project Manager: Sube Robertson
Phone Number: 831-713-6777 (she asks to please leave a message, and she will call back as she
gets a lot of spam calls)
Email Address: sube.robertson@santacruzcountyca.gov
Project Description: Responsible for receiving and triaging calls from patients and healthcare
facilities, including emergencies. Duties include documenting messages, routing urgent calls to
on-call providers, and reporting crisis-related incidents in a timely and accurate manner.
Project Dates: 11/22/2021 to Present
Staff Assigned to Project: 16
Summary of Outcome: Recurring Service
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Complete Pricing List
Proposal shall include a detailed fee schedule for the services requested by this RFP.
ANSWERNET SERVICE PRICING (“Pricing Schedule”)
AnswerNet offers rates that include a certain number of minutes, and then you are billed for
each additional minute utilized. Minutes are calculated in 6 second increments. Packages may
be adjusted to reflect minimally 80% of the live agent time utilized. This Pricing Schedule is
incorporated into Exhibit B (Schedule of Compensation) of the Agreement of Contract Services
(“Agreement”) as if fully set forth in the Agreement at length. The Parties acknowledge and
agree that all minute packages, overage minutes, patching and transfers, and holiday fees set
forth in this Pricing Schedule shall not be considered Additional Services pursuant to and
requiring additional approval under Section 1.7 of the Agreement but shall be incurred and
payable in due course pursuant to Section 2.1.
Minute Package Package Price Package Price Per
Minute Overage Minutes
100 Minutes $110.00 $1.10 $1.15
250 Minutes $270.00 $1.08 $1.13
500 Minutes $525.00 $1.05 $1.10
Estimated Training: Waived
Estimated Set Up: Waived
Patching/Warm Transfers (only if used): $0.10/minute
Holiday Fee (6 per year): $15.00/holiday
New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Day
The parties acknowledge and agree that the following Supplemental Services shall be
considered Additional Services pursuant to and requiring additional approval under Section 1.7
of the Agreement.
Supplemental Services (Upon Request):
o $150.00/HR Additional Account Programming/technical resource support
o $25.00/HR Additional Agent Training/per hour/per agent
o $TBD Custom Report Delivery
o $0.20 IVR Usage Fees (billed per whole minute)
o $2.75 3rd Party Translation Support (billed per minute)
o $25.00 Monthly toll-free number lease
o $10.00 Monthly local number lease
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List of Complementary Services Offered by Proposer along with Corresponding Prices
These individual services are billed separately and if you are interested in any of them, we would
be more than happy to provide a quote.
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Staffing and Project Organization
Describe the staffing process
AnswerNet leverages a staffing model to secure top -tier talent for every program. Our process
begins with our corporate-owned staffing agency and in-house recruiters, who source candidates
based on specific client requirements and job profiles. We utilize industry-leading software and
high-traffic career sites, supplemented by a successful employee referral program, to maintain a
large and diverse candidate pool. To ensure technical proficiency from the start, all applicants
use a specialized system designed by the Association of TeleServices International (ATSI), which
rigorously tests computer literacy, typing speed, accuracy, spelling, and comprehension before a
candidate even reaches the interview stage.
Once a candidate passes these initial hurdles, our selection standards remain high; we only
present applicants who possess verifiable experience, impressive interview performance, and
positive references. Selected individuals are then onboarded through our integrated Learning
Management System (LMS) and participate in live Zoom sessions with leadership for provisioning
and program introductions. This transition ensures that agents are not only proficient in standard
operating procedures but are also fully immersed in La Quinta’s brand image, language, and
culture. AnswerNet maintains operational continuity by cross-training seasoned consultants to
step in during unexpected surges, ensuring all contractual obligations are met without service
interruptions.
Describe the project organization
AnswerNet will follow a structured methodology designed to provide the City of La Quinta with
both general oversight and agile, day-to-day responsiveness. Our organizational framework is
built on clear lines of accountability, ensuring that every interaction aligns with the City’s specific
goals.
Day-to-day execution is led by a dedicated contact who oversees staff performance and ensures
all deliverables and timelines are met. The QA team is responsible for monitoring interactions in
real-time, evaluating agent accuracy, and delivering continuous coaching to ensure the highest
standards of professionalism and empathy.
To ensure ongoing alignment with the City of La Quinta’s needs, we emphasize a culture of
collaborative, honest transparency. We propose establishing regular communication channels
and feedback loops between our team and City representatives. This approach allows us to
proactively refine call handling criteria and escalation procedures if the City’s requirements
evolve, ensuring a seamless and high-quality experience for every caller.
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Specialized STVR Procedures
AnswerNet will provide a 24-hour live answering service dedicated to the City’s STVR program,
ensuring all calls are handled by a real person at any time of day. We will provide the City with
access to a secure, web-based reporting portal to easily review all call messages and data. Our
team is committed to using the specific scripts and call flow charts provided by the City, and we
will consistently refer to the STVR Local Contact list to reach out to the designated person for any
necessary resolutions.
By utilizing our advanced call scripter, Virtual Call Center (VCC), and integrated workflows,
AnswerNet will provide a seamless, compliant response system for the City of La Quinta’s Short -
Term Vacation Rental (STVR) Hotline.
Our approach ensures every call is handled with the precision required by the city's specific
protocols.
Dynamic Call Scripting & Intake
AnswerNet will program the Required Script into our digital interface to guide agents through
the intake process with 100% accuracy.
➢ Emergency Screening: Agents immediately deliver the mandatory greeting, instructing
callers to hang up and dial 911 if they are experiencing an emergency.
➢ Confidentiality Assurance: The script reinforces that reporting party information is kept
confidential unless released by a court order.
➢ Structured Data Collection: Using the scripter, agents will collect the complete STVR
address and use a drop-down menu to categorize incidents such as Excessive Noise,
Garbage, Drug Abuse, Trespassing, or Violence.
➢ Police/Fire Coordination: If an incident was already reported to emergency services, the
scripter prompts the agent to capture the agency name, report time, and responder
arrival details.
Intelligent Workflows & Verification
Once the initial data is captured, AnswerNet’s workflow engine manages the verification and
escalation process based on the City's specific flow charts.
➢ STVR Verification: Agents will cross-reference the reported address against the City’s
STVR spreadsheet. If the property is NOT A STVR, the workflow directs the agent to
provide the police non-emergency number (760-836-3215, Press "5").
➢ Time-Based Routing: Our VCC will automatically toggle between the Normal Schedule
Flow Chart and the Security Officer Flow Chart.
➢ Standard Hours: The system prompts agents to contact the designated "Local
Contact".
➢ Weekend Peak Hours: On Fridays, Saturdays, and Sundays (6 PM to 2 AM), the
workflow automatically pivots to contact La Quinta’s Security Company instead.
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Escalation & Resolution Tracking
AnswerNet ensures that every report is followed through to resolution or further escalation.
➢ The 30-Minute Rule: If a Local Contact or Security Company does not respond or resolve
the issue within 30 minutes, our workflow triggers an escalation to the La Quinta Police
Department.
➢ Repeat Violations: If a second call is received for the same property, the system flags the
history, prompting the agent to contact both the Local Contact and the Police
simultaneously.
➢ Code Compliance Integration: Upon resolution or escalation, AnswerNet automatically
emails a detailed report to the Code Compliance Department.
To close the interaction, agents follow the "Thank You" script, informing the caller that the report
is being forwarded to Code Compliance and will be tracked by the specific STVR address.
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Subcontracting Services
Subcontracting any portion(s) of the Scope of Services is not preferable; however, if a proposer
can demonstrate to the City’s satisfaction that is in the best interest of the project to permit a
portion of the service(s) to be subcontracted by the proposer, it may be considered. Provide
details on the role of any subcontractor that will be used. Assignment is prohibited
AnswerNet will not be utilizing any subcontractors for this scope of work.
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Disclosures
Disclosure of any alleged significant prior or ongoing agreement failure, any civil or criminal
litigation or investigation pending, which involved the proposer or in which the proposer has
been judged guilty or liable within the last five (5) years. If th ere is no information to disclose,
proposer must affirmatively state there is no negative history.
New AnswerNet Inc. affirmatively states that there is no negative history to disclose; specifically,
there are no alleged significant prior or ongoing agreement failures, nor is there any pending or
active civil or criminal litigation or investigation involving the proposer. Furthermore, the
proposer has not been judged guilty or liable in any such matters within the last five (5) years to
the best of my knowledge.
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Acknowledgement/Insurance Requirements (Attachment 2)
Proposals must include a written statement that, if selected, the proposer will provide the
minimum insurance coverage and indemnification noted in Exhibits E and F, respectively, of
the City’s Agreement for Contract Services included as Attachment 1.
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Non-Collusion Affidavit (Attachment 3)
Proposals must include an executed Non-Collusion Affidavit, included as Attachment 3,
executed by an official authorized to bind the firm.
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Acknowledgement of Addenda (Attachment 4)
If any addendum/addenda are issued, the proposer shall initial the Acknowledgement of
Addenda, included as Attachment 4.
There has been no addendum issued for this RFP.
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Appendix 1: Resumes
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Appendix 2: Redlined Agreement for Contract Services
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