8B Consent 2009 0420 - Laserfiche WebLink

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Alameda County Transportation Improvement Authority Special Transportation for Seniors and People with Disabilities Provide information about your program's meal delivery service in the table below, including funding allocations in the current fiscal year and next year (claim year), the length (in years) that you have used Measure B funds for meal delivery, and how you plan to fund your program if faced with revenue shortfalls. Measure B Funding for Meal Delivery Servic_e~current year ; SNA _ Estimated Measure B Funding for Meal Delivery Service -next fiscal ~ $ ear _ _ _ _ _ _ ~ Len h (in years) of Measure B Funding for meal delivery __-~W~ Years t When raced with revenue shortfalls, how do you balance rrieal delivery with trip requests'? Please explain: Describe your driver training program. Resuonse: The City believes that well trained, friendly, customer service oriented staff are key to the success of any Paratransit Program. The contractor is responsible for the development and delivery of a thorough training program for all contractor staff. Training curriculum and protocols, including all updates are subject to final approval and amendment by the City. The scope includes, but is not be limited to, good customer relations and basic customer service philosophy, an understanding of FLEX operating procedures and service policies, other services offered through the city paratransit program, data recording, and management reporting requirements as well as specific job responsibilities and procedures. Driver training also includes basic first aid, vehicle familiarization, vehicle components and equipment, driver assistance policies and practices, accident/incident reporting, manifest formats and passenger data reporting requirements, emergency procedures, radio procedures, sensitivity training, the use of wheelchair lifts and tie-down equipment, and how to provide assistance to passengers. Drivers are required eight (8) hours minimum National Safety Council Defensive Driving Course or equivalent. Drivers are required twenty-four (24) hours minimum of in-service driving instruction with a qualified driver trainer. This training is designed to familiarize the driver with: the service area road network; how to read and understand the schedule and manifest in the field; the location and approach to the designated bus stops; the organization of pick ups and drop offs; key trip origins and destinations; and safe operating procedures. C:~Documents and Settings~kmyers~Loca1 Settings\Temporary Internet Files\Content.0utlook\OES 1NYN2~MB Annual Program Application Cover FY0910.doc Page 7 of 18