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