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City of Santa Ana <br />D. Method of Approach: <br />Provide a detailed description of the approach and methodology to be used <br />to accomplish the SOS of this RFP. The Method of Approach shall include: <br />1. Description, in detail, of company's method of approach to the SOS as <br />defined in Attachment A. Address the manner in which the firm <br />proposes to meet the specific requirements of the SOS including, but <br />not limited to, business office and hours and reporting requirements. <br />2. List of names, titles, responsibilities and telephone numbers of the <br />persons to be contacted, at any hour, in the event of an emergency. <br />3. Information on whether any of the services proposed will be <br />subcontracted out to another company and if so, then describe the <br />portion of work and who will be providing the service. <br />4. Company's policies and procedures for receiving and resolving <br />complaints from the public. Including the name, qualifications, and <br />contact information for the person(s) responsible for receiving and <br />resolving complaints. Report to the City response to complaint and <br />resolution time. <br />5. Description of manner in which the company will inform the City and <br />public of changes to policies and procedures. Include samples of any <br />informational materials the company would use. Describe the <br />procedures for monitoring employee adherence to procedures, <br />whether new or established. <br />6. Detailed description of manner in which the company intends to meet <br />the reporting requirements of Attachment A. Include a detailed <br />description of the company's record keeping tools and methods. <br />City of Santa Ana Page 114 <br />Ambulance & Paramedic and Collection Services <br />Request for Proposals: # 19-083 <br />September 13, 2019 <br />25B-37 <br />