Agmt 2019 CSA MV Transport for Flex Shuttle Services #3483

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