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person shall have substantial expertise and experience in tow and recovery <br />operations as well as business operations for the company. <br />4. The Contractor's Project Manager shall be the primary daily operations contact to the <br />City and as such, shall do the following: <br />Respond to complaints from the Police Department, customers or the <br />community. A copy of any complaints lodged directly with the Contractor <br />regarding services provided under this contract shall be provided to the City's <br />Project Manager or designee immediately as well as the steps being taking to <br />resolve the complaint and the date a resolution can be expected. A copy of the <br />final disposition shall also be provided to the Project Manager or designee within <br />15-days unless an extension has been granted in writing prior by the Project <br />Manager. <br />b. Meet with City's project manager as requested, up to once per month, to discuss <br />and clarify operational assignments and expectations. <br />c. Ensure Contractor personnel perform all duties as required. <br />d. Prepare and submit monthly reports as required. <br />5. The Contractor shall be required to designate a second person that may be <br />contacted in the absence of the Contractor's Project Manager. This person shall also <br />have authority over the Contractor's personnel and shall be a member of the <br />Contractor's staff with authority to represent the Contractor on policy matters. <br />D. CONTRACTOR'S PERSONNEL REQUIREMENTS <br />1. Each of the Contractor's employees performing work pursuant to this Contract shall: <br />a. Be approved by the Project Manager or designee to perform work on behalf of <br />the City. <br />b. Have ability to read, write legibly, speak and comprehend the English language - <br />Bilingual fluency in Spanish or other language approved on the City's bilingual list <br />is preferred. <br />c. Be at least 18 years of age; <br />d. All tow truck drivers employed by the Contractor and used for this project must <br />be competent and proficient in all aspects of their duties related to tow and <br />recovery services. This requirement shall provide that any tow driver responding <br />to a scene will be capable of safely towing and/or recovering a vehicle under <br />most circumstances without delay. <br />e. All tow truck drivers employed by the Contractor shall complete an approved tow <br />truck driver training program approved by the California Highway Patrol (CHP) <br />pursuant to their Tow Service Agreement Advisory Committee (TSAAC) prior to <br />performing any work related to this project. Proof of successful course <br />completion, the name of the provider and the curriculum taught shall be provided <br />to the Project Manager or designee prior to any driver performing any work on <br />behalf of the City.