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recorded and forwarded to the appropriate staff for prompt investigation. Mercy House will be fully committed to an appropriate customer service response and will consider the resolution of community complaints a high priority. Mercy House will also create and maintain a program website that will include important information for community stakeholders and clients alike. The website will include a "Frequently Asked Questions" section which will help to provide Instant answers to community concerns. Mercy House will highlight volunteer, in-kind and donation opportunities encouraging community support for the program. Mercy House is committed to communicating and working collaboratively with the Santa Ana police and fire departments through all stages of program implementation - from facility design to program execution. The intention of Mercy House Is to be as self-sufficient as possible and minimize the shelter's Impact on the local police and fire departments. This includes ensuring that staff and security are trained to properly manage and respond to an array of difficult situations that may occur at the shelter. Mercy House will provide an array of services and support that will be beneficial to local police and fire departments. During Phase I, these services include, but will not be limited, to: • Security Officers stationed both on-site and at shuttle locations • Designated beds reserved each night for law enforcement referrals • Staff Neighborhood Patrol will monitor surrounding area to control issues of loitering, abandoned property, and other blight • Training opportunities on mental illness, homeless sensitivity or other topics of interest to supplement existing department trainings • Direct referral access to the Coordinated Entry system to assist local law enforcement officers to connect homeless individuals with housing opportunities • Statistical reports on number of clients served, length of stay and/or demographic information Mercy House will be committed to active participation In city and county -wide community events. To the extent that reasonable and feasible representatives of Mercy House will attend meetings of the local Neighborhood Association(s) and local Chamber of Commerce(s) when invited, and communicate with neighborhood and business participants. Additionally, Mercy House may sponsor special events, such as community resource fairs, which will include the community and the neighborhood on various occasions. Staff Plan Mercy House will exercise their best efforts to prioritize Sana Ana residents while hiring for this shelter. The Mercy House Orange County Program Director of Emergency Shelter Program, Services, and Outreach will be responsible for the performance of all Emergency Shelter Program, Services, and Outreach Activities in Orange County. Their primary responsibilities include program management, development, and community relations, which includes supervising the Program Manager of the 25C-20