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Although the City will closely monitor the operator's financial controls and procedures to ensure <br />against mishandling or theft of public funds, it is expected that the operator, as a proven professional <br />parking management firm, will provide optimum in fiscal responsibility. <br />Detailed records must be maintained with direct supervision and certification of a Certified Public <br />Accountant. Likewise, timely deposits and reports are to be prepared and adhered to. The City <br />expects the best professional and responsible service attainable. <br />B. CONTRACTOR PERSONNEL <br />1. The contractor shall furnish the necessary personnel, including one (1) Operations Manager and <br />one (1) Shift Supervisor. Hours will be determined based on the needs of the City. The City of <br />Santa Ana shall have discretion in approving changes to work hours and assignments or areas. <br />2. A list identifying the names of all Contractor personnel shall be provided to the City Project <br />Manager or designee. <br />3. Each of the Contractor's employees performing work pursuant to this Request For Proposals <br />(RFP) shall: <br />a. 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 />b. Capable of performing assigned duties; <br />c. Pass a background check that shall include a review of the employee's criminal history that <br />would pose a liability for the City including crimes of violence. The City of Santa Ana <br />reserves the right to mandate removal of any contractor's employees found unacceptable to <br />the City for any reason; <br />d. Have a High School Diploma or its equivalent; <br />e. Be well groomed at all times; and <br />f. Have a minimum of eight (8) hours of basic customer service training including, but not <br />limited to, conflict resolution, handling difficult customers and cultural diversity <br />4. The contractor must provide an Operations Manager during daytime working hours to supervise <br />all selected proposer employees on duty. The Operations Manager shall have substantial <br />expertise and experience in parking management and operation services. The Operations <br />Manager shall be the primary contact between the city and selected proposer on matters relating <br />to the operations and management services provided through this RFP. <br />5. The Operations Manager shall be the primary daily operations contact to the City and shall also <br />do the following: <br />a. Respond to complaints and provide the City's designee with a copy of the complaint and the <br />resolution or, in the event an investigation is required, the steps being taking to resolve the <br />complaint and the date a resolution can be expected. <br />b. Contact the City designee at least once each day to discuss and clarify operational <br />assignments and receive any special instructions; <br />c. Ensure that contractor personnel perform the duties required by the RFP; and <br />d. Prepare and submit monthly progress reports and status reports as may be required by the <br />city designee. <br />City of Santa Ana Community Development Agency <br />Request for Proposals for Parking Operations and Management Services <br />Page 15 <br />25A-50 <br />