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<br />Non-Professional Services Agreement between January 1, 2019 <br />City of San Leandro and MV Transportation, Inc.—Exhibit A Page 6 of 14 <br /> <br />The CONTRACTOR must dedicate enough staff and rotation telephone lines to ensure that <br />calls are answered promptly. The telephone system must have the capability to queue calls <br />in the order received and a TDD capability for general administrative communication and <br />public information. The telephone system utilized must include the ability to inform callers, <br />who have to wait to be served, that their call has been received and that they will be served <br />in turn, and/or provide a means for the caller to leave a message. If a message is left, a return <br />call must be made within 30 minutes of the initial call. <br /> <br />A separate telephone line or other means of communication must also be available for <br />communication between the Project Manager and CITY staff in order to respond to <br />emergency situations during service hours. <br /> <br />If the communication center is located outside the local San Leandro exchange, the <br />CONTRACTOR will be responsible for a local phone number for the San Leandro <br />Paratransit Service. <br /> <br />The CONTRACTOR will be responsible to provide a central dispatch communication <br />system capable of high quality voice communication with all Flex Shuttle service vehicles. <br /> <br />Given the scale of the Flex Shuttle service and the anticipated volume of ridership, the <br />Telephone and Communication Center and its functions could be shared with other regional <br />services, operated by the CONTRACTOR with CITY approval. <br /> <br />J. DISPATCH <br /> <br />The CONTRACTOR is responsible for all dispatching and transportation functions. <br />CONTRACTOR staff will be available between 8:00 a.m. and 5:00 p.m., Monday through <br />Friday, and dispatchers will be available to maintain radio communication with service <br />vehicles during all Flex service hours. Dispatch center staff may double as customer service <br />representatives and have shared responsibilities with other regional services, operated by the <br />CONTRACTOR. <br /> <br />K. VEHICLE DEPLOYMENT <br /> <br />The CONTRACTOR will schedule driver shifts and vehicles to ensure that the optimum <br />number of vehicles is used to both maximize productivity and minimize service costs. This must <br />be done in such a manner that meets the productivity standards listed in this document. The <br />CONTRACTOR must accommodate both ambulatory and non-ambulatory participants. <br /> <br />L. STAFFING <br /> <br />The CONTRACTOR will be solely responsible for the hiring, firing and supervision of all <br />employees utilized to carry out the services provided under this AGREEMENT. <br />CONTRACTOR is solely responsible for the satisfactory work performance of all its <br />employees and for payment of all its employees. CONTRACTOR shall hold harmless the