Proposal - Central CommunicationsA division of
Ma
Communications
Response to:
The City of La Quinta 24-Hour Live Answering Services
Public Safety Department
Due: March 27, 2026
Attn.: Lisa Chastain, Public Safety Analyst
Chastain@laquintaca.gov
Jodi Miller
SVP, Sales
jmiller(a--)mapcommunications.com
847-309-7886
Ln. e"t I t r C! 10C ONS 11116 U 2, 1 C * t 1021 S
March 27, 2026
City of La Quinta
78495 Calle Tampico
La Quinta, CA 92253
Attn.: Lisa Chastain, Public Safety Management Analyst
Dear Ms. Chastain,
On behalf of Voice LLC, dba Central Communications, we thank you for the opportunity to participate
in your RFP.
The Central Communications team has 50+ years of experience providing call center outsourcing
solutions to a broad range of industries, to include local, county, state and federal agencies and
departments. Our ability to develop and deploy real-time solutions via our proprietary software,
maintained and continually being enhanced by our in-house software team, together with our passion
for providing consistently excellent service, allows us to earn our clients' trust while continuing to
evolve in the ever -changing business sectors we support.
Our proprietary software and first -in -industry HITRUST, SOC2 and PCI DSS security certifications
ensure we lead our competitors by delivering safe, secure, and fully customized solutions to all our
clients' current and future needs. Central Communications is the clear leader in the call outsourcing
industry, acting as a direct extension of our clients' brands and businesses, providing 24/7/365 best -
in -class service. We share our clients' passion for integrity, service excellence, technical innovation,
reporting, and security compliance.
With a local presence in Riverside, CA, Central Communications is a well -positioned local partner.
Our additional brick and mortar facilities located coast -to -coast, and over 2,000 team members,
provides the added ability to flex and professionally manage any varying call volume your department
may experience throughout the year.
As the incumbent service provider, our objective is to continue to support your organization with
prompt, courteous attention to requests and exceed your expectations with every call we handle,
ensuring a partnership for many more years to come!
Best,
Jodi
Jodi Miller
SVP, Sales
niller mapcommunications.com
4
Overview
Central Communications is 100% employee -owned through an employee stock ownership plan thus
all employee -owners have a vested personal interest in ensuring Central Communications exceeds
the highest level of client satisfaction possible.
Central Communications provides customized and dynamic call answering solutions to address our
client's requirements and our geographical breadth delivers a broad portfolio of employee talent that
provides significant protections (and peace of mind) from fluctuating and unexpected call volumes as
well as instability due to weather or cultural events. We operate high-performance, scalable,
redundant, and geographically diverse data centers interconnected via secure, custom -designed
private telephony backbones, providing industry -leading uptime.
Our core services include but are not limited to:
• 24/7/365 Call Answering
• Emergency Incident Response
• Overflow Support
• Tech Support/Help Desk
• Multilingual Services
• CRM and Operational Systems Integrations
Technology
Behind our proprietary and internally developed software ("ECHO") is a professional team of 100% in-
house Software Developers, Infrastructure Architects, and Information Security Professionals.
Because we own and develop our own software and technology, we are uniquely positioned to
provide our clients with highly customized call handling solutions while meeting and exceeding the
ever -evolving security and regulatory compliance requirements.
Our client portal demonstrates our ability to maintain up-to-date records related to received calls and
responses and our mobile app provides you with a secure method of message delivery. Central
Communications can also deliver messages via outcall to a cell phone, SMS text and email to any
member of your team designated in your call list. The client portal allows you to view the on -call
schedule and make updates in real time. The Central Communications CS team is always available
to assist with updates, as well.
• Client Portal - Our Client Portal allows clients to review and download any message(s) we have
taken on their behalf in either CVS or PDF formatting, making it easy to locate individual
messages or view all activity for a specific period. Message detail includes, but is not limited to,
name of caller, address/location specifics, call back number, reason for call. Each message is
date and time stamped and all message delivery details are available for review and download, as
well. Features such as message archival and reminders allow our client's to leverage the portal as
an extremely efficient tool in managing their daily tasks.
• Mobile App - Our custom secure mobile application provides access to both messages, account
stats, on -call schedules, while also allowing clients the ability to clear escalating messages directly
from the convenience of their mobile phone. Users can make an outcall directly from the secure
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app without the fear of sharing their mobile number by either blocking their caller ID or utilizing our
call masking feature. In addition, our `secure chat' feature allows for secure internal
communication between app users, all while protecting your business data and that of your
customers. Many Central Communications' clients choose our secure app over other available
messaging applications due to cost and user experience benefits. Our app is available to all our
clients at no cost compared to other 3rd party options which typically charge a monthly user fee.
• API Integration — Because our systems are owned, managed, and controlled by us, Central
Communications can offer direct two-way API integrations with most of our client's software.
Compliance
Not only is Central Communications fully HIPAA compliant but we are incredibly proud to also be
HITRUST certified. HITRUST CSF (Common Security Framework), or the Health Information Trust
Alliance, certification is a best -in -class security assessment which combines aspects from security
frameworks like ISO, PCI, and HIPAA.
In addition, Central Communications is also PCI-DSS certified. The PCI DSS (Payment Card Industry
Data Security Standard) is an information security standard designed to reduce payment card fraud
by increasing security controls around cardholder data.
We are also SOC2-Type 2 certified. SOC2 (Service Organization Control), is a cybersecurity
compliance framework developed by the American Institute of Certified Public Accountants (AICPA).
The primary purpose of SOC 2 is to ensure that third -party service providers store and process client
data in a secure manner.
Why are these important to your organization?
It's a testament to our commitment to world -class data security — independently audited and
verified to meet the highest standards of trust, privacy, and compliance. Just as you take
pride in protecting the data of California residents, we apply the same level of rigor to
protecting the information that matters most to our customers and partners.
r2 DSS
� soc s
Hardware and Software
Central Communications has designed and implemented a highly scalable, robust omni-channel
communication platform that provides our clients with an enterprise grade in-house call -answering
platform. Redundant telephony and contact center services operate in tandem across multiple
geographically diverse data centers. If an issue is encountered in one of our data centers, the system
automatically fails over without compromising performance, capabilities, or security controls.
The entire Central Communications infrastructure is protected by next generation firewalls and
managed by endpoint detection and response solutions ("EDR"). Central Communications' security
controls not only mitigate external threats utilizing intrusion detection and prevention ("IDS/IPS")
features but also provide the needed protection when it comes to data communications between its
rd
data centers and voice traffic to/from telecom carriers.
None of Central Communications' telecom systems components are exposed to the public internet
and data communications between phone system components across data centers, as well as carrier
voice traffic, is provisioned via private data links (e.g., dedicated wave circuits, MPLS etc.)
Staffing, Implementation and Reporting
Central Communications' Workforce Management Team employs Pipkin's Vantage Point software,
utilizing Erlang C formulas within a multi -skill environment. The platform's native capabilities in
forecasting, trending, and reporting play a pivotal role in shaping and executing our staffing models.
The Workforce Management team, consisting of a Manager, two Senior Analysts, and four Real -Time
Analysts, collaborates throughout the week with our Operations teams. This collaboration involves
staging hiring, training, and staffing initiatives during regularly scheduled routine meetings, as well as
project -based sessions.
In coordination with Sales and Recruiting, our Workforce Management team contributes to delivering
the staffing approach and models that underpin our industry -leading performance. The integration of
technology, expertise, and cross -functional collaboration ensures the effective planning and execution
of staffing strategies to meet the dynamic needs of our business and yours.
The key performance indicators; calls received, calls handled, average wait time, call abandoned,
abandon % and average abandon time are monitored by Central Communications leadership on a
real-time, daily, weekly, monthly basis and at other periodic intervals for trending analysis. This critical
feedback is used to dynamically manage the team involved with call handling to ensure targeted
objectives are met or exceeded.
Our system and staff readiness allow us to quickly add new clients to our service by partnering with
the client to clearly define scope, develop workflows, validate the account build and perform quality
assurance before going live.
We recommend the creation of a project plan, which will allow us to mutually define expectations,
timelines, and ensure clearly defined requirements, script design, user acceptance, and launch with
the support of our Client Service team members.
A methodical approach to implementation allows us to ensure we meet our client objectives, and
provide regular status updates to ensure your program implementation is on track.
• Kick -Off Call
• Outline Requirements / Call Type Details
• Telecom / IT Connectivity
• Training Development
• Agent Training
• Go Live
• Post Go -Live
Support
Central Communications Client Services team will oversee the account management, led by SVP of
Client Services, John Campbell. The Central Communications Client Service Team will serve as the
main point of contact, working in partnership with your key stakeholders to ensure we are meeting the
5
objectives of your team and providing a fantastic experience for your callers. Acting as the primary
contact for your organization, the Central Communications Client Service Team will collaborate with
your stakeholders to understand your goals, issues, and priorities.
In partnership with the Sales Executive, the Client Service team will engage with your team regularly
through quality calibration calls, strategic engagements, and of course, on an as needed basis.
Only once deemed stable, post -launch, will post implementations check -in meetings cease and the
full hand-off to your Client Services Account Management team takes place.
Statement of Experience and Qualifications
Voice LLC, doing business as Central Communications, is a wholly owned subsidiary of Map
Communications. Our Sam.GOV Cage ID for Map Communications is 79FE8. The entity number
assigned to Map Communications is 1802153
MAP COW ICATION
(1802153)
Rpuest
Certdicate
Initial Filing Date
09/24/1991
Status
Active
Standing - SOS
Good
Standing - FTB
Good
Standing - agent
Good
Standing - VCFCF
Good
Formed In
DELAWARE
Entity Type Stock Corporation - Out of
State - Stock
Principal Address 555 BELAIRE AVE
6TH FLOOR
CHESAPEAKE, VA 23320
Mailing Address
555 BELAIRE AVE
6TH FLOOR
CHESAPEAKE,VA23320
Statement of Info
09/30/2026
Due Date
Central Communications was acquired by Map Communications and is now one of the Map
family of brands. As part of the Map family of brands, Central Communications is part of the
larger coast -to -coast operational infrastructure with a local presence in Riverside, California.
Our Workforce Management team plays a crucial role in delivering the staffing approach and
models that underpin our industry -leading performance. The integration of technology, expertise,
and cross -functional collaboration ensures the effective planning and execution of staffing
strategies to meet the dynamic needs of our business and yours.
Leadership/Board Members
John Campbell, SVP Client Service & Major Accounts, Director — 20+ years in call center
Operations and Client Service. John is responsible for exceeding client and company goals, while
understanding the objectives of each,
Mikel Reblin, SVP, Operations, Director - 23+ years in Operations and Executive Management in
the Call Center industry with a wide range of purview spanning commercial and healthcare
X
verticals. Joined MAP Communications in 2019.
Jodi Miller, SVP, Sales, Director — 15+ years in the call center industry with a focus and expertise
in healthcare, improving patient engagement and the patient experience. Joined Map
Communications in 2019.
Organization supporting Central Communications' clients
Headquarters
Chesapeake VA
Mike[ Reblin - SVP Operations
John Campbell - SVP Client Services
Central Communications
Riverside California Office
Pearl Alonzo - General Manager
Customer Service Team
Team Leaders
Receptionists
Local Office
El Cajon California Office
Linda Shacklton - General Manager
Customer Service Team
Team Leaders
Receptionists
John Campbell, SVP Client Service & Major Accounts, Director — 20+ years in call center
Operations and Client Service. John is responsible for exceeding client and company goals, while
understanding the objectives of each,
Mikel Reblin, SVP, Operations, Director - 23+ years in Operations and Executive Management in
the Call Center industry with a wide range of purview spanning commercial and healthcare
verticals. Joined MAP Communications in 2019.
Pearl Alonzo, General Manager, Riverside, California - 24+ years in Operations and leadership
in the industry. Her expertise is evident in her oversight of daily operations, ensuring the center
consistently meets service -level agreements and quality standards. Under her direction, the call
center has expanded in size over the years
Linda Shackelton General Manager, El Cajon, California — 21+ years in the call center industry.
Started as a receptionist and has advanced through various roles. Currently, Linda oversees a
team of Receptionists and Customer Service Team members while managing a large, diverse
client base.
Central Communications understands the needs of government agencies, large and small. Central
7
Communications meets or exceeds all Sections of Exhibit A -'Scope of Service' listed herein. We
take no exceptions to the Scope or Terms of this RFP. We firmly state we have no disclosures and no
negative history to share. Central Communications does not sub -contract any portion of our business.
We accept each Section and Sub -Section, to include, but not limited to the following;
• Terms
Acknowledgements
Affidavit
In addition, the Central Communications team provides services in a culturally competent manner,
meeting the language needs of the communities. We ensure that effective bilingual/interpretative
services are provided to serve the non-English and Limited English Proficient (LEP) populations, as
well as individuals with disabilities. We also maintain interpreter services for all relevant languages
spoken within the states boundaries.
Our team understands the importance of clearly identifying urgent/emergencies from non -urgent calls,
directing urgent calls appropriately in accordance with our client's guidelines
References
Contact
Dates services
Name of Agency
Name/Addr
Phone Number/Email
provided
ess
(from/through*
Lake County Health
Kim Chapman, Patient
KChapman@lakecountyil.gov
2018-present
Department/Community
Access Center Office
(847) 377-8657
Health Center
Manager
Georgia Department of
Evelyn Harris
evelyn.harris@dbadd.ga.gov
2024-present
Behavioral Health and
478-451-9542
Development Disabilities
County of San Diego
Julie Raymond
julie.ra and eraton.com
2022-present
517.275.9510
Peraton
Contracts
Administration
Riverside County
Barbara Cole
BCole ruhealth.or
2011-present
Director of Disease
951-358-5107
Control
r;�
Pricing
$643 — Includes 500 Live Agent Minutes
$1.19 — Per Overage Minute
$0.25 — Per Successful Patched Call
$0.20 — IVR Overage Minutes, 200 Included
$29.95 — Holiday Fee, 7 Total Per Annum
9
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-- cA1,11 ORNIA--
ATTACHMENT 2
INSURANCE REQUIREMENTS ACKNOWLEDGEMENT
Must be executed by proposer and submitted with the proposal
I, Jodi Miller (name) hereby acknowledge and confirm that
Central Communications (name of company) has reviewed
the City's indemnification and minimum insurance requirements as listed in Exhibits E and
F of the City's Agreement for Contract Services (Attachment 1); and declare that insurance
certificates and endorsements verifying compliance will be provided if an agreement is awarded.
I am Senior Vice President of Central Communications a division of Map
Communications,
X
Commercial General Liability (at least as broad as ISO CG 0001)
$1,000,000 (per occurrence); $2,000,000 (general aggregate)
Must include the following endorsements:
X
General Liability Additional Insured
X
General Liability Primary and Noncontributory
Commercial Auto Liability (at least as broad as ISO CA 0001)
$1,000,000 (per accident)
Personal Auto Declaration Page if applicable
Errors and Omissions Liability $1,000,000 (per claim and aggregate)
X
Worker's Compensation (per statutory requirements)
Must include the following endorsements:
X
Worker's Compensation Waiver of Subrogation
Worker's Compensation Declaration of Sole Proprietor if applicable
Page 40 of 41
--- CAIJB IRMA ---
ATTACHMENT 3
NON -COLLUSION AFFIDAVIT FORM
Must be executed by proposer and submitted with the proposal
I, Jodi Miller (name) hereby declare as follows:
I am Senior Vice President of Central Communications a division of Map
Communications ,
the party making the foregoing proposal, that the proposal is not made in the interest of, or on behalf
of, any undisclosed person, partnership, company, association, organization, or corporation; that the
proposal is genuine and not collusive or sham; that the proposer has not directly or indirectly induced
or solicited any other proposer to put in a false or sham proposal, and has not directly or indirectly
colluded, conspired, connived, or agreed with any proposer or anyone else to put in a sham proposal,
or that anyone shall refrain from proposing; that the proposer has not in any manner, directly or
indirectly, sought by agreement, communication, or conference with anyone to fix the proposal price of
the proposer or any other proposer, or to fix any overhead, profit, or cost element of the proposal price,
or of that of any other proposer, or to secure any advantage against the public body awarding the
agreement of anyone interested in the proposed agreement; that all statements contained in the
proposal are true; and, further, that the proposer has not, directly or indirectly, submitted his or her
proposal price or any breakdown thereof, or the contents thereof, or divulged information or data relative
hereto, or paid, and will not pay, any fee to any corporation, partnership, company, association,
organization, proposal depository, or to any member or agent thereof to effectuate a collusive or sham
proposal.
I declare under penalty of perjury under the laws of the State of California that the foregoing is true and
correct.
Proposer Signature:
Proposer Name: 4di iller
Proposer Title: SVP, Sales
Company Name Central Communications a division of Map Communications
Address: Central Communications, 11830, Pierce Street. Suite 100, Riverside, CA 92505
Page 41 of 41
Qu i# ( ra
l-AtN 01CMA -
ATTACHMENT 4
ACKNOWLEDGEMENT OF RECEIPT OF ADDENDA
Must be executed by proposer and submitted with the proposal;
If no addenda has been issued, mark "N/A" under Addendum No. indicating
Not Applicable and sign
ADDENDUM NO.
SIGNATURE INDICATING RECEIPT
A
Page 42 of 41