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DocuSign Envelope ID: A37B6882-9DC4-4354-8C91-CAA3EB6688AF CONTRACTOR must remove any personnel assigned to the project, for cause, if requested by the CITY. The CONTRACTOR will submit a staffing plan and the resume of the proposed project manager to the CITY for prior approval. For shared staff time, sufficient time must be allocated to the Flex Shuttle service to meet specified coverage requirements and to ensure the management and operation of a cost effective service. Project Manager The Project Manager should have a minimum of three years of experience in paratransit management. The CONTRACTOR must notify the CITY immediately if the Project Manager is replaced. Should a replacement be necessary, the CONTRACTOR must identify a qualified interim Project Manager who will serve until such time that the Project Manager is permanently replaced. The CONTRACTOR must replace the Project Manager, at the CITY's request when there is cause, upon 30 day's notice. The CITY expects that the project manager will have sufficient time dedicated to the Flex Shuttle service to ensure quality control, the resolution of service problems and incidents, and be available to CITY staff to review performance and resolve issues. Road Supervision The CITY expects that road supervision staff will have sufficient time available to respond to on -road incidents and accidents, monitor driver performance, investigate complaints, provide ongoing driver training and monitor schedule adherence. Customer Service/Dispatch The CONTRACTOR must provide sufficient dispatchers and receptionists to handle the volume of calls. They must be adequately trained for their tasks; must be sensitive to the special needs of older adults and persons with disabilities; and must exhibit patience and compassion even in the face of occasional abusive or unreasonable behavior exhibited by program participants. IMPORTANT: The CITY views the scheduling, dispatch and customer service functions as critical to the success of the service. Vehicle Operators CONTRACTOR will provide four dedicated drivers to the Flex Shuttle Service (4 Shuttle Buses.) Regularly assigned drivers or trained back-up drivers must be available daily to ensure consistent and reliable service. Before hiring or assigning a driver, the CONTRACTOR will have completed a criminal background check on the individual. This check will be conducted through a commercially available service for Alameda County. No person who has been convicted of any felony or a misdemeanor for a crime against a person (including but not limited to murder, attempted murder, assault, sexual assault, or battery) shall be assigned to service or deliver Non -Professional Services Agreement between July 1, 2020 City of San Leandro and MV Transportation, Inc.—Exhibit A Page 7 of 14