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with sufficient space, power, lighting and AC/heat to adequately accommodate all staff requirements. The facility could be an integrated facility within San Leandro or the cammunities immediately bordering San Leandro that the CONTRACTOR operates one or more contract operations from. The facility location is subject to CITY approval based on easy access to the City paratransit service area. The CONTRACTOR will be responsible for the recruitment and training of qualified candidates to fill all key positions identified in the Key Personnel Section of this Agreement. 2.6.2. Complaints and Customer Services The CONTRACTOR will provide staff coverage between 8:00 AM and 5:00 PM Monday through Friday to record customer comments and complaints and provide general service policy and operational information to the public. These can be shared staff positions with responsibilities for other regional services operated by the CONTRACTOR. The CONTRACTOR will be responsible for the investigation of all complaints received directly from the public or referred by the CITY_ All complaint investigations will begin tivithin two (2) weekdays of receipt_ Complaints involving alleged abuse, theft, and similar activities will be investigated immediately upon knowledge of the allegation. in these situations, the CITY- will be notified immediately of the issues and investigative action. The CONTRACTOR will be responsible for the design and production of complaint investigation report forms final design is subject to CITY approval), for the maintenance of a complaint log and the submission of a monthly complaint status summary report. 2.6.3. Telephone and Communication Center The CONTRACTOR will maintain a telephone system, Internet access with an e- mail address, and a FAX capability to facilitate communication between the CONTRACTOR and the CITY, and the CONTRACTOR and the public. The telephone system must have the capability to queue calls in the order received and a TDD capability for general administrative communication, trip requests and public information. In addition to general administration numbers, a dedicated number is required for trip bookings and cancellations. The general administration number is to be used for complaints, public information and administration purposes. If the communication center is located outside the local San Leandro exchange, the EXHIBIT A Page 5 of 13 G:\Oliver\ParatransitFY 2004-05\\MV Contract FY 2404-05