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5.2.4 City Liaison <br />The Contractor shall designate a person to serve as agent and liaison between the <br />Contractor and the City and shall maintain a telephone and a means for contact at all <br />times including during periods of strike or other emergencies. Contractor shall not <br />change this designation without prior approval of the City, excluding cases of <br />termination of the employee. City may request that Contractor change City Liaison, and <br />shall have the right to approve the City Liaison. The Contractor's City Liaison shall <br />meet with the City as necessary to effectuate the purposes of the Agreement. <br />5.2.5 Route Supervisor <br />Contractor shall designate in writing a route supervisor that shall be assigned <br />exclusively to the City, and who shall be responsible for working with City's Executive <br />Director to resolve Customer service related complaints. Route supervisor shall be <br />accessible via cell phone or radio in the field at all times. City shall be notified in <br />advance of any change in Route Supervisor and shall have the right of approval. City <br />may request that Contractor change Route Supervisor. <br />5.3 Education and Public Awareness <br />5.3.1 General <br />Contractor acknowledges and agrees that education and public awareness are critical, <br />key and essential elements of any efforts to achieve AB 939 requirements. Accordingly, <br />Contractor agrees to take direction from City to exploit opportunities to expand public <br />and Customer knowledge concerning needs and methods to reduce, reuse and recycle <br />Solid Waste and to cooperate fully with City in this regard. <br />Contractor shall maintain its own program of providing information relevant to billing <br />and Solid Waste services, issues and needs with its bills. All public education materials <br />shall be approved in advance by City, and produced in English, Spanish and <br />Vietnamese. Additional languages may be required during the Term of this Agreement. <br />City may request Contractor to perform mailing services for Customers direct -billed by <br />Contractor, and if so able, provide not less than thirty (30) days' notice to Contractor <br />prior to the mailing date of any proposed mailing to permit Contractor to make <br />appropriate arrangements for inclusion of City's materials. City will provide Contractor <br />March 9, 2020 84 City of Santa Ana - DRAFT <br />60A-173 <br />