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SECTION s, HUMAN RESOURCES I Paget <br />EMPLOYEE RECRUITING AND TRAINING <br />PRE-EMPLOYMENT SCREENING AND HIRING <br />Central Parking believes that it is critical for front-line employees to have strong communications <br />skills, demonstrated professionalism and courtesy. Our "Interview Guide" has been developed to <br />screen for these core competencies so that we are able to accurately select the best person for <br />each open position. Our Regional Human Resource Manager, Yolanda lames, will coordinate our <br />personnel efforts for the City of Santa Ana, supervising the recruitment of current employees as <br />well as new individuals needed to fill open positions. She also will be responsible for coordinating <br />the training of all employees, including Central Parking's customer service training program..Our <br />ongoing commitment to hiring qualified individuals and providing them with proper training is the <br />first step in achieving Superior Customer Service. <br />RECRUITING <br />Central Parking uses a variety of avenues for recruiting front-line personnel. Our company's <br />recruiting sources include colleges, business colleges, the Urban League, senior citizen groups, <br />churches, other employees, the United Way, websites, internal job postings, and social service <br />centers. <br />Interviews take place at our main office, and are conducted by the Human Resource Director or <br />Manager. The interview targets past experience, appearance and interfac ng with the public. Using <br />our standard "Interview Guide" equips the interviewer with questions to evaluate each candidate in <br />order to make good selections. <br />DMV CHECK/BACKGROUND CHECKS <br />A Department of Motor Vehicles check is critical, especially if employees will be driving buses and <br />customer vehicles. Central Parking also has a drug testing program used for those individuals who <br />are driving vehicles. A criminal check and national Social Security search is completed as well. <br />STEP ONE SURVEY <br />This 20 to 30 minute multiple-choice survey is an insightful tool in our hiring process. It tests a <br />potential employee's aptitude for honesty, integrity, and work ethic. while also identifying any <br />vulnerabilities towards substance abuse. After the assessment is scored, a Results Report is sent <br />to the Human Resources Director or Manager. In addition to the facts of the report, it. also <br />suggests key interview questions that are derived from the potential employee's survey <br />performance. <br />DEVELOPING EXCELLENT SKILLS FOR CUSTOMER SERVICE <br />Central Parking has a formal employee orientation and training process in place. Our orientation <br />process is comprehensive and addresses a variety of new hire issues. New employee orientation <br />discusses the Company's vision, mission, benefits, how to become a Central Parking System <br />"ambassador," and the role that each employee plays as the most impor-ant person representing <br />our Company. Central understands that our public face must be one that projects professionalism <br />and friendly, courteous service. Customer service and satisfaction are integral to the service we <br />provide our client's Customers. As a result, we have developed a customer service training program <br />for all employees that is unique to our industry. <br />25A-104 <br />