Agmt 2004 MV Transportation Inc - Laserfiche WebLink

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The CITY expects that the CONTRACTOR'S staff assigned to City paratransit service, customer services, trip booking, scheduling and dispatch will have sufficient time to respond to information requests and to trip requests, changes, and assignment in a timely manner. 2.8. STAFF TRAINING The CITY believes that well trained, friendly, problem solving, customer service oriented staff are key to the success of the San Leandro Paratransit Program. The CONTRACTOR will be responsible for the development and delivery of a thorough training and upgrading program for all CONTRACTOR staff. Training curriculum and protocols, including all updates will be subject to final approval and amendment by the CITY. The scope of training for CONTRACTOR staff assigned to the City paratransit program will include, but not be limited to, good customer relations and basic customer service philosophy, an understanding of FLEX Shuttle 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 will also include basic first aid, vehicle familiarization, vehicle components and equipments, 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 ambulatory passengers. Drivers will require eight (8) hours minimum National Safety Council Defensive Driving Course or equivalent. Drivers will require twenty-four (24) hours minimum of in-service driving instruction with a qualified driver trainer. This training will be designed to familiarize the driver with: the service area roadwork 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. 2.9. DRIVER REQUIREMENTS AND RESPONSIBILITIES If required by the passenger, drivers will provide assistance between the bus and the first set of exterior doors at the trip origin or destination. This could include help carrying up to two (2) grocery bags or small packages. All drivers shall possess a valid California driver's license of a class permitting operation of the vehicle to be used in FLEX Shuttle and other City paratransit services. EXHIBIT A Page 8 of 13 G_\OliverlParatransitFY 2004-OS\1MV Contract FY 2004-OS