APPENDIX D
CONTRACTOR RESPONSIBILITIES
Staffing/Dispatch
e Excellent Customer Service
e = Hiring/Firing of Operators (See also Human Resources below)
Service Implementation and Rollout
e Schedule adherence
Assistance and Successful Implementation of New Services
Responsible for taking calls and booking trips during operating hours
Pre/Post Trips
Assist with Scheduling, including final paratransit scheduling as necessary when city
staff are not available.
e On Time Performance measures
Safety and Training
e Safety Program
Safety Training
New Employee Driver Training
Refresher Training when applicable
Provide annual training to all divers on passenger safety, disability awareness, and
sensitivity training.
e Safety & Security
Technology
e Staff will be trained on equipment and technology including but not limited to bike racks;
farebox technology; video surveillance system; scheduling software GPS locator devices
and tablets, bus destination signs, AVA system programming, Token Transit, and Civic
Plus Notification System. Contractor staff will have sufficient skills to assist City staff
with successful implementation of these technologies.
Human Resources
e Required Background Checks
Supervisor for each Shift
Road Supervision of drivers.
Employee Payroll
Employee Benefits
Workers Compensation
CDL Requirements
DOT Annual Physicals
Discipline of Operators
Uniforms
Record Retention
Administrative Assistance
e Participation in NTS planning projects
e Assistance with crisis management, including media, messaging and on the scene presence as
situations arise.
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