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and changes to driver manifests. Drivers will report all accidents and incidents to the service dispatchers via two -way radio as well as all trip cancellations at the door, no- shows, passenger overloads and pass ups, schedule adherence problems, and any discrepancies with trip information provided on the driver manifests. Drivers will be responsible for the collection and safeguard of all fares and/or fare medium. 2.13 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 San Leandro 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. Drivers must be fully trained in defensive driving and vehicle handling and in the special skills required to provide transportation to older adults and persons with disabilities. Drivers will require eight (8) hours minimum National Safety Council Defensive Driving Course or equivalent. Drivers will need to know how to properly assist passengers in wheelchairs going up and down curbs and /or stairs, and with boarding and alighting from vehicles as well as with the tie - downs. All vehicle operators must be trained and proven to be proficient in CPR and First Aid, and all other elements of the Safety Program (See Section 2.15). Drivers are required to have a minimum of twenty-four (24) hours of in- service driving instruction with a qualified driver trainer. This training will be 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. The CONTRACTOR must verify to the CITY, upon request, that all drivers have received and passed the training required in this Agreement. The CONTRACTOR must also participate in the Califomia Department of Motor Vehicles' Pull Notice Program (Sect. 1808.1 CVC) so as to be notified of any changes in the driving record of any of its vehicle operators. The CONTRACTOR shall notify the CITY of any action taken against a driver based on his/her record. 2.14 DRUG TESTING Non - Professional Services Agreement between July 1, 2011 City of San Leandro and MV Transportation, Inc — Exhibit A Page 11 of 16