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(9) CITY OF SANTA ANA 4. The Contractor's Project Manager shall be the primary daily operations contact to the City and as such, shall do the following: a. Respond to complaints from the Police Department, customers or the community. A copy of any complaints lodged directly with the Contractor regarding services provided under this contract shall be provided to the City's Project Manager or designee immediately as well as the steps being taking to resolve the complaint and the date a resolution can be expected. A copy of the final disposition shall also be provided to the Project Manager or designee within 15-days unless an extension has been granted in writing prior by the Project Manager. b. Contact the City's designee at least once per month to discuss and clarify operational assignments and expectations; c. Ensure that the Contractor's personnel perform the duties as required by the RFP; and d. Prepare and submit monthly reports as required. 5. The Contractor shall be required to designate a second person that may be contacted in the absence of the Contractor's Project Manager. This person shall also have authority over the Contractor's personnel and shall be a member of the Contractor's staff with authority to represent the Contractor on policy matters. E. CONTRACTOR'S PERSONNEL REQUIREMENTS 1. Each of the Contractor's employees performing work pursuant to this RFP shall: a. Be approved by the Project Manager or designee to perform work on behalf of the City. b. Have ability to read, write legibly, speak and comprehend the English language - Bilingual fluency in Spanish or other language approved on the City's bilingual list is preferred. c. Be a minimum of 18 years of age; d. All tow truck drivers employed by the Contractor and used for this project must be competent and proficient in all aspects of their duties related to tow and recovery services. This requirement shall provide that any tow driver responding to a scene will be capable of safely towing and/or recovering a vehicle under most circumstances without delay. e. All tow truck drivers employed by the Contractor shall complete an approved tow truck driver training program approved by the California Highway Patrol (CHP) pursuant to their Tow Service Agreement Advisory Committee (TSAAC) prior to performing any work related to this project. Upon selection, proof of successful course completion, the name of the provider and the curriculum taught shall be provided to the Project Manager or designee prior to any driver performing any work on behalf of the City. A list of the 2019-2020 TSACCA training providers may be found in Exhibit 5 of this agreement or in the CHP's 2019-2020 Tow Service Agreement availalble at https://www.chp.ca.gov/ResearchAndPlanningSectionSite/Documents/2019-2020 TSA.pdf 2. Pass a background and fingerprint check that shall include a review of the employee's criminal history that would pose a liability for the City including crimes of violence, moral turpitude, theft or unsafe driving practices. 3. The Contractor and all tow truck drivers shall be required to participate in a controlled substance and alcohol testing (CSAT) program and provide proof of enrollment. RFP No. 21-060 Police Rotational Towing and Storage Services Page 23 of 39