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Home My WebLink AboutB811 MedTrans - Diamond Bar RFP.pdf Vendor Name: B811 Medical Transportation Service Address: 241 West A Street, Dixon, CA 95620 Authorized Representative: Roslyn Taggart Phone Number: 707-722-2811 Email: roslyn@b811medtrans.com Date of Submission: February 26, 2025 Attn: Dannette Allen, Principal Management Analyst On behalf of B811 Medical Transportation Service (B811 MedTrans), a certified Small Business Administration (SBA) entity, I am pleased to submit our proposal for the Dial-A-Ride Transportation Services Contract with the City of Diamond Bar. Our organization is fully equipped and ready to meet all requirements outlined in the scope of work and deliverables, ensuring safe, efficient, and high-quality transportation for the community. We have thoroughly reviewed the solicitation and affirm our full compliance with the updated terms and conditions. Enclosed, you will find our detailed proposal outlining our qualifications, approach, and commitment to delivering exceptional transportation services. With extensive experience in the non-emergency medical transportation (NEMT) industry, B811 MedTrans specializes in providing reliable, wheelchair-accessible transportation for individuals with mobility challenges. Our proven track record includes serving Solano Transportation Authority (STA), Partnership HealthPlan of California, and various regional centers. We take pride in offering safe, on-time, and client-focused services that empower individuals to maintain independence and access essential destinations. In recognition of our outstanding contributions, we were honored as the California Black Chamber of Commerce Small Business of the Year in 2023. Our team remains committed to providing exceptional service, enhancing mobility for Diamond Bar seniors and adults with disabilities, and supporting the City’s mission to promote accessibility, independence, and community engagement. We are confident that our expertise, dedication, and customer-first approach will make us an asset to the Diamond Ride Program. All conditions outlined in our proposal shall remain valid for a minimum of one hundred and eighty (180) calendar days from the date of submission. We welcome the opportunity to further discuss how B811 MedTrans can support the City of Diamond Bar and its residents. Thank you for your time and consideration. We look forward to your response. Sincerely, Roslyn Taggart Attached in this proposal, you will find the following outline: 1. Executive Summary, Organization Background 2. Project Team 3. Methodology/Project Understanding 4. Cost for Services Executive Summary B811 MedTrans is committed to delivering safe, efficient, and ADA-compliant curb-to-curb transportation for the City of Diamond Bar’s Dial-A-Ride Program. With extensive experience in non-emergency medical and community-based transportation, we will provide reliable, on-time service while ensuring compliance with City policies, fare structures, and performance standards. Our approach includes 24/7 multilingual call center support, real-time GPS tracking for trip scheduling and ETA accuracy, and automated fare collection and invoicing based on Flag Drop and Distance rates. We will optimize shared rides to enhance efficiency, manage separate tracking and reporting for Holiday Ride trips, and enforce service area boundaries using geofencing technology. Our highly trained drivers will ensure proper wheelchair assistance, curbside pickups, and ADA compliance while maintaining a 95% on- time performance rate. B811 MedTrans is fully prepared to seamlessly implement and manage the Dial-A-Ride Program, enhancing mobility, accessibility, and service reliability for all eligible riders in Diamond Bar. Background B811 MedTrans was founded by Roslyn Taggart, an entrepreneur dedicated to enhancing transportation accessibility for seniors, individuals with disabilities, and underserved communities. The company was established with a deep personal motivation, inspired by Roslyn’s brother’s battle with necrotizing fasciitis, which left him paralyzed. Witnessing firsthand the challenges of securing reliable, safe, and dignified transportation for individuals with mobility limitations, Roslyn was driven to create a transportation service that prioritizes accessibility, independence, and community support. Founding and Mission Founded in 2020, B811 MedTrans was built on the principle of providing high-quality, non-emergency medical transportation (NEMT) to individuals who rely on safe, reliable transit for medical appointments, daily activities, and essential services. The company’s mission is to bridge the gap in transportation accessibility by offering cost-effective, professional, and compassionate services that empower riders and support their well-being. Company Growth and Performance Since its inception, B811 MedTrans has experienced consistent growth in trip volume and operational capacity. The company now provides an average of 1,800–2,200 trips per month, a significant increase from its early operations. Over the past two years, B811 MedTrans has achieved a growth rate of approximately 35% annually, fueled by new contracts, strategic partnerships, and an expanding fleet. Key growth metrics: • Monthly Trips: 1,800–2,200 rides per month. • Annual Growth Rate: ~35% increase in trip volume. • Fleet Expansion: Grew from a single vehicle to a multi-van operation servicing multiple counties. • Driver Workforce: Expanded staffing to accommodate rising demand and increased service areas. Intrinsic and Extrinsic Motivating Factors Intrinsic Motivations: • Personal Connection to Accessibility Needs: Roslyn’s firsthand experience with her brother’s medical journey fueled her passion for ensuring that individuals with disabilities receive dignified and efficient transportation services. • Commitment to Community Impact: Beyond business, B811 MedTrans was founded to uplift underserved communities, providing jobs and fostering economic growth in low-income areas. Extrinsic Motivations: • Growing Demand for NEMT Services: With an aging population and an increasing need for accessible transportation, B811 MedTrans saw an opportunity to fill a critical service gap in the industry. • Government and Healthcare Partnerships: Securing contracts with local governments, regional centers, and healthcare organizations has enabled B811 MedTrans to expand its impact and provide transportation solutions that meet strict regulatory standards. • Recognition and Industry Growth: The company’s success in securing key partnerships and receiving industry awards has reinforced its commitment to operational excellence and service expansion. Key Partnerships B811 MedTrans collaborates with various government agencies, healthcare providers, and community organizations to expand its reach and impact. Notable partnerships include: • Partnership HealthPlan of California – Providing NEMT services for Medi-Cal beneficiaries. • Solano Transportation Authority (STA) – Partnering on Dial-A-Ride and specialized transit programs. • Alta California Regional Center & North Bay Regional Center – Serving individuals with developmental disabilities through reliable, accessible transportation. • GoGo Grandparent & STA’s Solano Mobility Program – Offering subsidized transportation for seniors and individuals with disabilities. Awards and Recognition B811 MedTrans has been recognized for its commitment to quality service, operational excellence, and community impact, earning the following accolades: • California Black Chamber of Commerce Small Business of the Year Award – Honoring B811’s contributions to economic growth and transportation accessibility. • QuickBooks Grant Recipient – Providing critical funding to expand operations and secure new contracts in multiple counties. • Completion of NorCal SBA Boost Camp & California Dream Fund Program – Demonstrating entrepreneurial excellence and commitment to scaling business operations. Conclusion From its humble beginnings as a mission-driven startup to becoming a trusted transportation provider with multiple government contracts, B811 MedTrans continues to expand its fleet, improve service efficiency, and enhance mobility options for those in need. Through strategic partnerships, industry recognition, and a strong commitment to accessibility, B811 MedTrans remains a leader in non- emergency medical transportation, transforming lives one ride at a time. Project Team (Organizational Chart) for the Diamond Bar Dial-A-Ride Program Executive Director/CEO Program Manager – Roslyn Taggart (Authorized Representative) • Oversee overall project execution, compliance, and contract fulfillment. • Serves as the primary liaison with the City of Diamond Bar. Operations Team Operations Manager – Jarrod Hilliard Manages daily transportation operations, driver scheduling, and ensures service efficiency. • Maintenance & Fleet Management Fleet Maintenance Coordinator – Jarrod Hilliard  Manages vehicle maintenance schedules, inspections, and repairs.  Ensures vehicles meet safety and regulatory standards. • Transportation Coordinator Dispatch & Customer Support–Jalyn Robinson  Supervises the dispatch team and coordinates real-time trip assignments.  Ensures efficient route planning and timely service.  Customer Service Representatives – Jalyn Robinson  Handles ride bookings, inquiries, and customer support.  Communicates with passengers and ensures a positive rider experience. Lead Driver / Trainer – Jarrod Hilliard  Trains drivers on safety protocols, customer service, and ADA requirements.  Conducts regular vehicle inspections and ensures compliance with driving policies. Dial-A-Ride Drivers (4-6, depending on demand) - TBD  Responsible for providing safe, reliable, and courteous transportation.  Assist passengers as needed, including wheelchair users and individuals with disabilities. Compliance & Quality Assurance Training Coordinator – Roslyn Taggart Compliance Officer & QA Manager – Howard Berkowitz* • Ensures adherence to safety regulations, ADA compliance, and program policies. • Conducts regular audits and quality assurance reviews. Finance & Billing Finance Manager – Jalyn Robinson • Manages invoicing, fare processing, and financial compliance. • Prepares financial reports and maintains budget oversight. Human Resources HR Manager – Roslyn Taggart • Oversee recruitment, onboarding, and compliance to ensure a qualified and well-trained workforce. • Manages employee relations, performance, and workforce development to maintain high service standards. Project Team Experience Roslyn Taggart – Program/Project Manager, HR Manager, and Training Coordinator Roslyn Taggart, Founder and CEO of B811 MedTrans, has over 20 years of experience in the healthcare industry with a strong background in transportation management, workforce development, and patient- centered care. As Program/Project Manager, she oversees contract execution, strategic planning, and compliance, ensuring that B811 MedTrans meets all Dial-A-Ride service requirements with a focus on efficiency, safety, and rider satisfaction. As HR Manager, she leads recruitment, employee training, and regulatory compliance efforts, ensuring that all staff meet ADA, DOT, and customer service requirements. She has successfully completed NEMTAC Wheelchair Securement Training and the Train-the-Trainer Program, equipping her to develop and oversee driver education programs focused on passenger safety and accessibility. Additionally, Roslyn serves on the advisory board for the Non-Emergency Medical Transportation Accreditation Commission (NEMTAC), contributing her expertise to help shape industry standards and best practices for NEMT services nationwide. Jarrod Hilliard – Operations Manager, Lead Driver/Trainer, and Fleet Maintenance Coordinator Jarrod Hilliard is a seasoned transportation professional with over a decade of experience in fleet operations, driver training, and vehicle maintenance within the non-emergency medical transportation (NEMT) and paratransit sectors. As Lead Driver and Trainer, he has successfully completed NEMTAC Wheelchair Securement Training and the Train-the-Trainer Program, enabling him to provide specialized driver training on ADA compliance, passenger safety, and mobility assistance. In his role as Fleet Maintenance Coordinator, he oversees preventative maintenance programs, vehicle inspections, and emergency repair protocols, ensuring that all vehicles are road-ready and meet regulatory standards. As Operations Manager, he is responsible for route optimization, on-time performance tracking, and service efficiency, maintaining a 95%+ on-time service rate. His expertise in training, compliance, and fleet management ensures that B811 MedTrans delivers safe, reliable, and high-quality transportation services. Jalyn Robinson – Dispatch & Customer Support, Finance Manager Jalyn Robinson is an expert in transportation dispatching, customer service, and financial management, ensuring efficient trip scheduling and seamless rider support. As Lead Dispatcher and Customer Support Specialist, she manages real-time trip coordination, ETA accuracy, and multilingual rider assistance, maintaining a 90-second call response time. In her role as Finance Manager, she oversees billing, fare reconciliation, and financial reporting, ensuring compliance with City invoicing and audit requirements. She has successfully completed NEMTAC Wheelchair Securement Training and the Train-the-Trainer Program, equipping her to support driver compliance and service quality monitoring. Her dual expertise in dispatch operations and financial oversight helps B811 MedTrans maintain efficient scheduling, transparent fare collection, and superior customer service. Howard Berkowitz – Compliance Officer & Quality Assurance Manager Howard Berkowitz is a transportation compliance and quality assurance specialist with extensive experience in regulatory adherence, risk management, and service performance auditing. As Compliance Officer, he ensures that all drivers, vehicles, and operational procedures comply with ADA, DOT, and City contract requirements, overseeing policy implementation, safety training, and service audits. As Quality Assurance Manager, he conducts monthly performance reviews, customer satisfaction assessments, and internal audits to maintain high service standards and accountability. He has completed NEMTAC Wheelchair Securement Training and the Train-the-Trainer Program, equipping him to oversee driver education and regulatory compliance programs. Howard also serves on the advisory board for NEMTAC, contributing his expertise to shaping industry standards, regulatory improvements, and best practices for NEMT operations nationwide. His deep knowledge of compliance, risk management, and service quality ensures that B811 MedTrans consistently meets all regulatory and performance requirements. Executive Director / CEO Operations Maintenance & Fleet Fleet Maintenance Coordinator Transportation Coordinator Dispatch & Customer Support Lead Driver Dial-A-Ride Drivers Ops Manager Compliance & Quality Assurance* Compliance Officer* QA Manager* Training Coordinator Finance & Billing Finance Manager Human Resources HR Manager Program Manager Roslyn Taggart roslyntaggart@gmail.com (707) 712-6375 Professional Summary Dynamic and results-driven executive leader with a robust background in business management, program development, and human resources. Over ﬁve years of experience directing organizations and initiatives in the human services and healthcare sectors. Proven ability to establish successful enterprises, build high-performing teams, and implement comprehensive training and HR programs that drive operational excellence and exceptional client service. Core Competencies • Executive Leadership & Strategic Planning Visionary management with hands-on experience as CEO and Executive Director. • Program Development & Management Expertise in designing and managing programs that meet community and organizational needs. • Training & Employee Development Proven track record in creating and executing training initiatives that enhance staﬀ performance. • Human Resources Management Skilled in recruitment, onboarding, performance management, and employee retention. • Business Development & Operational Excellence Strong aptitude for driving revenue growth and streamlining operations. • Stakeholder Engagement & Relationship Building Adept at fostering partnerships with community organizations, suppliers, and clients. Professional Experience Executive Director/CEO & Program Manager Beverly 811, LLC | 04/2020–Present • Founded and scaled an independent living services program dedicated to supporting individuals aged 18+ with developmental disabilities. • Directed overall operations, including program strategy, business development, and HR functions. Roslyn Taggart roslyntaggart@gmail.com (707) 712-6375 • Designed and implemented comprehensive training and mentorship programs, ensuring high-quality service delivery and 100% employee retention. • Collaborated with regional stakeholders to assess community needs and continuously adapt service oﬀerings. Executive Director/CEO B811 Medical Transportation Service | 08/2022–Present • Launched and managed a non-emergency medical transportation service for disadvantaged Medi-Cal recipients, the elderly, individuals with disabilities, and low- income populations. • Oversaw strategic planning, staﬀ hiring, vendor management, and marketing eﬀorts. • Developed competitive rate structures through market analysis and secret shopping initiatives, ensuring proﬁtability while maintaining 100% client satisfaction. • Led the recruitment, training, and supervision of staﬀ to ensure consistent, high-quality service delivery. Executive Director/CEO Ryan’s Cafe | 11/2023–Present • Established a vibrant, community-focused coﬀee shop that delivers exceptional customer service and a welcoming environment. • Managed all aspects of operations including team leadership, staﬀ training, and performance management. • Implemented eﬀective marketing strategies and community engagement initiatives to drive business growth and brand recognition. • Cultivated strong partnerships with suppliers and local organizations to enhance the overall customer experience. Program Manager & Training Coordinator (Consultant) Kaiser Permanente-IT | 04/2008–08/2023 • Collaborated with medical and executive leadership to develop requirements, use cases, and performance indicators for healthcare IT projects. • Managed the deployment and implementation of multiple IT projects across 22+ medical centers, impacting over 10,000 end users. Roslyn Taggart roslyntaggart@gmail.com (707) 712-6375 • Facilitated training sessions and coordinated communications between business clients and technical teams to ensure successful project rollouts. • Acted as a liaison to streamline business analysis and project execution, ensuring hardware and software integrations met strategic goals. Education • Master of Business Administration (In Progress) – University of Phoenix • Bachelor of Arts in Management – University of Phoenix • Associates of Arts in Human Development Studies – Ohlone College References/Reference Letters Ron Grassi Director of Programs Phone: 707-399-3233 Email: rgrassi@sta.ca.gov Debbie McQuilkin Program Manager Phone: 707-399-3231 Email: dmcquilkin@sta.ca.gov Benjamin Eachus Head of Partnerships Phone: (570) 401-6399 Email: ben@gogograndparent.com 1600 Bryant St. No 410477 San Francisco, CA 94141 Lori Wilson Assemblywoman, District 11 Phone: (707) 438-7359 Fax: (707) 438-7344 One Harbor Center, Ste. 270 Suisun City, CA 94585 support@gog ograndparent.c om1600 Bryant St., No 410477 San Francisco, CA 94141(855) 464-6872 Benjamin Eachus Head of Partnerships (570) 401-6399 ben@gogograndparent.com 1600 Bryant St. No 410477 San Francisco, CA 94141 Date: February 13, 2025 To whom it may concern: I am writing to recommend B811 Medical Transportation Service, which has been an integral transportation partner for GoGo Grandparent since 2023. In their role as our service provider, B811 has consistently delivered high-quality, demand-responsive transportation services, effectively serving seniors and adults with disabilities throughout our service regions. B811 MedTrans excels in providing scheduled transportation for critical medical appointments, including dialysis treatments, physical therapy sessions, and radiation treatments. They also facilitate essential non-medical trips for grocery shopping, community engagement activities, and personal appointments – services that align closely with your Diamond Ride program's objectives. Currently, B811 Medical Transportation Service successfully completes approximately 680 trips monthly, ensuring our clients maintain their independence through reliable access to transportation. During our partnership, B811 Medical Transportation Service has consistently upheld the highest standards of service delivery, characterized by their professionalism, dependability, and strict adherence to safety protocols. Their exceptional ability to handle dynamic scheduling requirements, deliver punctual service, and maintain clear communication with both passengers and our dispatch operations has established them as one of our most dependable service providers. Based on our experience, we are confident that B811 Medical Transportation Service will prove to be an excellent partner for your Diamond Ride program. If you would like to discuss our experience with B811 MedTrans in more detail, please don't hesitate to reach out using the contact information above. Sincerely, Benjamin Eachus Head of Partnerships at GoGoGrandparent Benjamin Eachus Solano Transportation Authority Member Agencies: Benicia Dixon Fairfield Rio Vista Suisun City Vacaville Vallejo Solano County 423 Main Street, Suisun City, CA 94585-2413 Telephone (707) 424-6075 / Fax (707) 424-6074 Email: info@sta.ca.gov Website: sta.ca.gov February 6, 2025 City of Diamond Bar 21810 Copley Drive Diamond Bar, CA 91765 Dear Program Manager, It is my pleasure to provide this reference letter for B811 Medical Transportation Service, which has been a valued service provider for the Solano Transportation Authority (STA) since 2022. B811 Medical Transportation Service has successfully provided similar Dial-A-Ride services to our agency's clients under the Solano Medical Trips Concierge Services Mobility program, meeting the transportation needs of seniors, veterans, and adults with disabilities across Solano County. The services provided by B811 Medical Transportation Service include demand-responsive transportation for medical appointments, adult day programs and other essential trips, similar to those offered under your Diamond Ride program. Their professionalism, reliability, and attention to safety protocols have earned them high praise from both our staff and the program participants they serve. B811 MedTrans has demonstrated its ability to manage on-demand scheduling, ensure timely pickups and drop-offs, and maintain excellent communication with both clients and dispatchers. Thank you for considering this reference. I can honestly tell you that my personal experience with B811 Medical Transportation Service is that they go above and beyond to assist our clients and highly recommend them. I trust that they will deliver exceptional service to the participants of your Diamond Ride program. Should you wish to discuss our experience working with B811 Medical Transportation Service further, please feel free to contact me at the information below: Sincerely, Debbie McQuilkin Program Manager Email: dmcquilkin@sta.ca.gov Direct: 707-399-3231 www.SolanoMobility.org Approach and Methods for Fulfilling the Scope of Work Contents Commencement ..................................................................................................................................... 2 Hours of Operation ................................................................................................................................. 3 Eligible Users ........................................................................................................................................... 6 Identification ........................................................................................................................................... 8 Dedicated Telephone Number .............................................................................................................. 10 Scheduling a Trip ................................................................................................................................... 11 Lead Time in Scheduling a Trip.............................................................................................................. 12 Response Time ...................................................................................................................................... 13 Pick-Up and Drop-Off Standards ........................................................................................................... 13 Guest..................................................................................................................................................... 15 Service Areas ......................................................................................................................................... 15 Billing .................................................................................................................................................... 17 Shared Rides ......................................................................................................................................... 17 Holiday Ride .......................................................................................................................................... 18 Service Implementation Strategy .......................................................................................................... 18 Potential Concerns and Mitigation Strategies ....................................................................................... 18 Detailed Work Plan ............................................................................................................................... 19 Ongoing Employee Safety & Training Program ..................................................................................... 19 Preventative Maintenance Program ..................................................................................................... 19 Fleet Photographs ................................................................................................................................. 20 Conclusion ............................................................................................................................................ 21 Statement of Acceptance ...................................................................................................................... 21 APPENDIX .............................................................................................................................................. 22 Workflow Diagram ................................................................................................................................ 25 Scope of Service Deliverables ............................................................................................................... 26 W-9 ....................................................................................................................................................... 27 Commencement Workflow (Service Launch: July 1, 2025) ................................................................... 24 B811 MedTrans is committed to delivering a seamless, efficient, and accessible Dial-A-Ride service under the Diamond Ride Program. Our approach prioritizes customer service, on-time performance, compliance, and operational efficiency to meet the City’s high standards. We will leverage our experience in non- emergency medical transportation (NEMT) to implement a well-structured, technology-driven, and customer-focused methodology that ensures timely, safe, and high-quality transportation for Diamond Ride cardholders. SERVICE CHARACTERISTICS B811 MedTrans will ensure full compliance with the City’s requirements for the Diamond Ride Program by implementing a structured approach that meets or exceeds the outlined service characteristics. Commencement B811 MedTrans will ensure a seamless and efficient commencement of services for the Diamond Ride Program on July 1, 2025, by executing a comprehensive transition plan in the months leading up to the service start date. Our approach will include strategic planning, staff training, vehicle readiness, technology integration, and compliance verification to guarantee that all operational aspects are in place before launch. Pre-Launch Transition Plan (April – June 2025) B811 MedTrans will implement a structured three-phase transition plan to establish operations before the July 1, 2025, commencement date. Phase 1: Administrative & Contractual Readiness (April 2025) Finalize contract execution with the City and confirm compliance with all requirements. Secure and formalize subcontractor agreements for additional WAV fleet support and the customer service hub. Develop internal operations policies to align with the Diamond Ride Program scope of work. Coordinate with the City to integrate existing Diamond Ride user data into our system. Establish a project implementation team to oversee key aspects of the launch. Phase 2: Staffing & Training (May 2025) Hire and onboard new personnel (drivers, dispatchers, customer service staff, and maintenance technicians). Conduct comprehensive employee training, covering:  ADA compliance and passenger assistance procedures  Defensive driving and safe vehicle operation  Dispatch and scheduling system training  Customer service and sensitivity training for elderly and disabled passengers Certify all drivers and dispatch staff per city and state regulations. Ensure bilingual dispatchers (Mandarin & Korean) are in place to meet language accessibility needs. Phase 3: Fleet & Technology Implementation (June 2025) Acquire, inspect, and deploy all vehicles, ensuring they meet ADA compliance and city contract requirements. Implement preventive maintenance schedules for vehicles and conduct pre-launch inspections. Install and test dispatch software for optimized trip scheduling and GPS tracking. Set up the dedicated 24/7 customer service line and ensure call center readiness. Perform a soft launch trial period, where test rides are conducted to identify and resolve any operational inefficiencies. Service Launch – July 1, 2025 On July 1, 2025, B811 MedTrans will officially commence services, ensuring: All operational staff are on-site and fully trained. Dispatching and customer service centers are fully functional. Vehicles are deployed per demand, with WAV availability ensured. Real-time service monitoring is in place to address any issues in the early days of service. Live performance tracking and reporting to ensure adherence to 95% on-time performance goals. Post-Launch Evaluation & Continuous Improvement (July – September 2025) Daily operational performance reviews for the first 30 days. Customer feedback collection and early-stage service adjustments. Monthly meetings with the City to assess service quality and compliance. Implementation of process improvements based on operational data. B811 MedTrans’ structured and proactive approach will ensure that the Diamond Ride Program launches successfully on July 1, 2025, with a fully prepared fleet, well-trained staff, and optimized dispatching technology. Our phased transition plan, combined with real-time monitoring and continuous improvement strategies, will set the foundation for long-term service reliability and success. Hours of Operation To successfully operate the Diamond Ride Program year-round, seven days a week, from 7:00 AM to 8:00 PM PST, including holidays, B811 MedTrans will implement a robust operational framework that ensures continuous service availability, staff coverage, and compliance with service standards. Our approach will focus on staffing, scheduling, technology, fleet management, and contingency planning to provide a seamless and reliable transportation service every day of the year. Workforce & Staffing Strategy To meet the 365-day operational requirement, B811 MedTrans will employ a multi-tiered staffing structure that ensures full coverage for all shifts, including weekends and holidays. Driver Staffing Plan: Sufficient staffing levels: Drivers will be assigned rotating shifts to ensure continuous coverage without employee fatigue. Additional backup drivers will be on standby for peak periods, unexpected absences, and vehicle breakdowns. Holiday and Weekend Coverage: A holiday rotation schedule will be implemented to ensure full staffing on all holidays. Drivers will be offered premium holiday pay incentives to encourage availability. Dispatch & Customer Service Staffing Plan: The customer service hub and dispatch center will be staffed to handle trip requests, scheduling, and rider inquiries during all operating hours. Bilingual dispatchers (Mandarin & Korean) will be available to assist diverse riders. Staffing levels will be adjusted based on demand trends, with additional support during peak periods. Scheduling & Dispatching System B811 MedTrans will utilize an advanced dispatch and scheduling system to ensure efficient trip coordination and minimal wait times during all operating hours. Technology & Scheduling Approach: Automated trip scheduling: The system will optimize vehicle assignments based on location, trip demand, and real-time traffic data. Riders will receive automated trip confirmations and Estimated Time of Arrival (ETA) updates. Real-time dispatch monitoring: Dispatchers will continuously monitor trip schedules and adjust for delays, vehicle breakdowns, or route optimizations. GPS tracking will allow dispatchers to provide accurate ETAs upon request. Peak hour demand management: Historical ride data will be used to adjust vehicle deployment to accommodate high-demand periods. Additional drivers and vehicles will be available during morning and afternoon peak times. Fleet Readiness & Maintenance To ensure vehicle availability throughout the 7:00 AM to 8:00 PM operating period, including holidays, B811 MedTrans will maintain a reliable and well-maintained fleet. Vehicle Deployment Strategy: Daily pre-trip vehicle inspections will be conducted before the start of service to ensure all vehicles are road ready. Real-time fleet tracking will allow for dynamic allocation of vehicles based on demand fluctuations. Backup vehicles will be strategically positioned to immediately replace any out-of-service units. Preventative Maintenance Plan: All vehicles will undergo routine maintenance every 5,000 miles or every 30 days to prevent mechanical failures. Wheelchair-accessible vehicles (WAVs) will receive specialized inspections to ensure ADA compliance. Emergency maintenance crews will be on standby for on-road breakdowns to minimize service interruptions. Contingency Planning for Uninterrupted Service To address potential staffing shortages, weather disruptions, or vehicle issues, B811 MedTrans will implement a contingency plan to maintain uninterrupted service. Backup Staffing Plan: Reserve drivers and dispatchers will be assigned to cover last-minute absences or peak demand surges. A pool of on-call drivers will be available for immediate deployment. Emergency Protocols for Fleet Issues: If a vehicle breaks down during service hours, a backup vehicle will be deployed within 30 minutes to minimize rider inconvenience. Dispatch will reroute trips in real-time to ensure on-time pickups. Weather & Holiday Preparedness: Drivers will be trained to operate safely in adverse weather conditions. A holiday service schedule will be planned to ensure driver’s availability for all designated holidays. Service Performance & Compliance Monitoring To ensure continuous service reliability and compliance, B811 MedTrans will monitor key performance indicators (KPIs) such as: 95% on-time performance rate compliance. Call center response times (ensuring all calls are answered in under 90 seconds). Driver coverage and vehicle availability metrics. Monthly reports will be submitted to the City, detailing: Total rides completed per day. Peak demand periods and service adjustments made. Service delays or incidents and mitigation actions taken. B811 MedTrans is fully prepared to operate seven (7) days a week, year-round, from 7:00 AM to 8:00 PM PST, including all holidays, with a staffing model, dispatch system, fleet management strategy, and contingency plan that ensures reliable and seamless service delivery. Our data-driven scheduling approach, real-time vehicle tracking, and proactive service monitoring will allow us to maintain high performance and meet the City’s operational requirements every day of the year. Eligible Users B811 MedTrans will implement a comprehensive eligibility verification and trip-tracking system to ensure that only qualified Diamond Bar residents aged 60+ or adults (18+) with certified disabilities use the Diamond Ride Program. Additionally, our real-time trip monitoring system will ensure compliance with the 30 one-way trip per month limit while maintaining an efficient, customer-friendly experience for riders. Our approach focuses on verification, trip tracking, compliance, and proactive customer support to ensure smooth operations and adherence to the program’s eligibility criteria. Eligibility Verification & Rider Registration B811 MedTrans will coordinate closely with the City of Diamond Bar to ensure all registered Diamond Ride users meet eligibility requirements before scheduling trips. Eligibility Confirmation Process The City of Diamond Bar will be responsible for registering and certifying all eligible riders, issuing valid Diamond Ride identification cards to qualified residents. B811 MedTrans will receive regular updates from the City’s database to ensure our dispatch system includes only active and eligible riders. Each Diamond Ride cardholder’s eligibility status will be verified at the time of booking and before trip completion. ID Validation at Pickup Upon boarding, the driver will verify the rider’s Diamond Ride ID card to confirm eligibility. If a rider does not present a valid Diamond Ride ID card, the trip will not be processed under the program, and the rider will be required to pay the full fare privately. Trip Booking & Monthly Trip Limit Compliance To enforce the 30 one-way trip per month limit, B811 MedTrans will deploy automated tracking and trip monitoring systems to prevent overuse. Trip Scheduling Process The rider calls the dedicated 24/7 dispatch center to request a trip. The dispatcher will verify: Rider’s eligibility status in the system. Number of trips remaining for the month. If the rider has remaining trips, the trip is scheduled, and the pickup time and ETA are confirmed. If the rider has reached their 30-trip limit, the dispatcher will inform the rider that no further subsidized trips are available until the following month. Real-Time Trip Monitoring & Enforcement B811 MedTrans’ dispatch software will track all rides taken per user and automatically prevent bookings beyond the 30-trip limit. Each ride will be logged in the system with timestamps, locations, and verification details to ensure accurate trip monitoring. The City will receive monthly reports on rider usage, detailing: Total trips completed per user Number of users nearing the 30-trip limit Any attempted overages and how they were managed Ensuring Trips Start or End in Diamond Bar B811 MedTrans will ensure that all trips originate or terminate within Diamond Bar city limits, as required by the program. Geofencing & Route Verification Dispatchers will verify that the pickup or drop-off address is within Diamond Bar before confirming the ride. If a rider attempts to book a trip that begins and ends outside of Diamond Bar, the trip will be denied or adjusted to fit the program guidelines. Trip Approval at Dispatch & Driver Level Before finalizing trip assignments, dispatchers will check all trip destinations to ensure compliance with program rules. If a driver identifies a non-compliant trip at pickup, they will notify dispatch for further instructions. If a trip is scheduled incorrectly, B811 MedTrans will assume full responsibility for any billing discrepancies and will not charge the City for the trip. Customer Support & Proactive Communication To enhance customer satisfaction and compliance awareness, B811 MedTrans will implement a rider education program to ensure users fully understand their eligibility and trip limitations. Proactive Rider Communication Riders will receive a monthly usage notification informing them of their remaining trips for the month. Dispatchers will notify riders when they have used 25 out of their 30 trips, advising them to plan accordingly. Customer Inquiry Support A dedicated eligibility inquiry line will be available for riders to ask questions about their Diamond Ride ID status or trip usage. If a rider believes there is an error in their trip count, they may request a review, and B811 MedTrans will verify trip logs. Reporting & Compliance Monitoring To maintain transparency and compliance, B811 MedTrans will submit monthly reports to the City that include: Number of active users & newly registered riders Total trips taken per user Trips denied due to eligibility or monthly trip limit reached Compliance violations & corrective actions taken All reports will be audit-ready and available for City review upon request. B811 MedTrans is committed to ensuring only eligible Diamond Bar residents use the Diamond Ride Program and that all trips remain within the 30-trip per month limit. By leveraging automated trip tracking, geofencing technology, proactive customer notifications, and real-time eligibility verification, we will ensure full compliance with program requirements while providing a seamless and transparent experience for riders. Identification To ensure that only eligible Diamond Ride program participants receive service, B811 MedTrans will implement a real-time ID verification system that integrates with the City’s database of registered riders. Our approach will focus on accurate recordkeeping, automated ID validation, enforcement of expiration policies, and driver verification procedures to ensure compliance. Integration of City-Provided User Data The City of Diamond Bar will be responsible for registering and certifying eligible program participants and issuing valid Diamond Ride ID cards, which are valid for two (2) years. To ensure seamless trip eligibility verification, B811 MedTrans will: Regularly update our system with the City’s latest Diamond Ride user data. Work with the City to ensure ID data is transferred securely and efficiently. Implement an automated ID validation system that syncs with the City’s database. System Updates & User Data Integration B811 MedTrans will receive a monthly updated list from the City containing: Newly registered Diamond Ride participants Users with expired or revoked ID cards Any modifications to user eligibility status The data will be uploaded into our dispatch system, ensuring that only valid ID holders are eligible to schedule and take trips. An automated expiration tracking feature will notify our team when a rider’s ID is near expiration, prompting a reminder for renewal. Trip Booking & ID Verification at Scheduling To prevent unauthorized riders from using the Diamond Ride Program, B811 MedTrans will enforce strict ID verification measures at both the trip scheduling stage and at the time of boarding. Step 1: ID Verification at Trip Scheduling When a Diamond Ride cardholder calls the 24/7 dispatch center to schedule a ride, the dispatcher will: Request the Diamond Ride ID number from the rider. Verify ID status in the system, confirming: The ID is active and has not expired. The rider has not exceeded their monthly trip limit. If the ID is valid, the trip is scheduled, and the rider receives confirmation with their pickup time and ETA. If the ID is expired or ineligible, the system will block the trip, and the rider will be directed to contact the City for renewal. Step 2: ID Verification at Pickup Before allowing the rider to board, the driver will: Request the rider’s physical Diamond Ride ID card. Visually confirm the ID matches the rider’s name and photo. Ensure the ID is not expired (Expiration date will be checked). Verify the ID matches the trip scheduled in the dispatch system. If all conditions are met, the trip proceeds as scheduled. Automated Expiration Tracking System The dispatch system will automatically flag expired ID cards, preventing riders from booking trips beyond their eligibility period. Riders with ID cards set to expire within 30 days will receive an automated reminder via phone or text prompting them to renew with the City. Handling Expired ID Cards at Pickup If a rider presents an expired ID card, the driver will: • Politely inform the rider that their ID has expired and that they must renew it with the City. • Deny the Diamond Ride fare, meaning the rider would need to pay full fare privately if they still wish to take the trip. • Notify dispatch to update records and flag the rider for ineligibility. Monthly Reporting & Compliance Monitoring To maintain program integrity, B811 MedTrans will provide the City with monthly reports detailing: Active Diamond Ride ID holders using the service. ID cards flagged for expiration and renewal reminders sent. Denied trips due to expired or ineligible IDs. Fraudulent ID attempts and reported violations. These reports will ensure transparency and accountability while allowing the City to take necessary actions for enforcement. B811 MedTrans will implement a secure, automated, and driver-enforced ID verification system to ensure only eligible Diamond Ride users access services. By integrating real-time data from the City, enforcing ID verification at booking and pickup and tracking expirations, we will ensure full compliance with program requirements while providing a seamless and efficient experience for eligible riders. Dedicated Telephone Number To ensure seamless trip scheduling, customer inquiries, and program accessibility, B811 MedTrans will establish a dedicated 24/7 call center for the Diamond Ride Program. Our approach focuses on staffing efficiency, multilingual support, service continuity, and compliance with response time standards to meet the City’s expectations. We will implement a technology-driven, customer-focused, and compliance-based approach to ensure fast, reliable, and accessible phone support for all Diamond Ride participants. We will establish a dedicated, 24/7 toll-free customer service line for Diamond Ride trip requests and inquiries. The call center will include: • Multilingual support (Mandarin & Korean preferred) • A backup phone line for uninterrupted service • Call recordings for quality assurance and compliance • Calls answered in 90 seconds or less to meet City standards Preferred Local Call Center Location & Subcontracting Disclosure B811 MedTrans understands that the City prefers a locally operated call center. To meet this preference, we will: • Train dispatchers in Diamond Bar-specific service routes, program guidelines, and rider expectations. • Fully disclose any outsourcing or subcontracting agreements related to call center operations to the City. If an external subcontractor is used: • The City will be informed in advance. • The subcontractor must meet all service standards, including 24/7 coverage, multilingual support, and 90-second response times. Scheduling a Trip To ensure efficient, accurate, and user-friendly trip scheduling, B811 MedTrans will implement a streamlined booking system that integrates real-time eligibility verification, optimized routing, and accessibility support for Diamond Ride cardholders. Our approach will prioritize seamless call center operations, automated ID validation, wheelchair- accessible vehicle (WAV) accommodations, and strict compliance with program rules to provide a smooth and reliable trip scheduling experience. • Riders will call the dedicated line, provide their Diamond Ride ID number, and schedule their ride. • Dispatchers will confirm eligibility and gather trip details (name, date, time, pickup, destination). • Riders needing a wheelchair-accessible vehicle (WAV) will be assigned an appropriate vehicle. • Riders will receive a confirmation message with an ETA and a 15-minute pickup window. Accommodating Wheelchair-Accessible Vehicle (WAV) Requests If a rider requires a wheelchair-accessible vehicle, dispatchers will: • Prioritize WAV vehicle availability to meet accessibility needs. • Confirm that the rider's mobility device meets ADA requirements for proper securement. • Assign a trained WAV operator to ensure safe boarding and securement. • Notify the driver in advance that a WAV is required to ensure proper preparation. B811 MedTrans will implement an efficient and reliable trip scheduling process to ensure that Diamond Ride cardholders can book, modify, and track their rides seamlessly. Our real-time ID verification, dispatch integration, wheelchair-accessible accommodations, and compliance enforcement will ensure that all trips are properly scheduled, authorized, and accurately tracked. Lead Time in Scheduling a Trip B811 MedTrans will implement an efficient and organized trip scheduling system that encourages advance reservations while accommodating same-day trip requests based on vehicle availability. Our approach will focus on: • Encouraging riders to book at least one (1) day in advance • Processing same-day trip requests efficiently • Monitoring and enforcing the 30-trip monthly limit • Leveraging technology for real-time scheduling and demand forecasting This ensures smooth operations, optimal fleet utilization, and compliance with program guidelines while maintaining high service availability for riders. While same-day reservations are allowed, they are subject to availability. B811 MedTrans will: • Prioritize medical and essential trips for same-day bookings. • Use real-time dispatching software to identify the nearest available vehicle. Implement a waitlist system when same-day slots are fully booked. Process for Same-Day Reservations • Rider calls dispatch to request an immediate trip. • Dispatcher checks fleet availability in real time. • If a vehicle is available, the trip is scheduled, and the rider receives an immediate confirmation. • If no vehicle is available, the rider is offered the next closest available time slot or added to a waitlist. • Riders are encouraged to book their next trips in advance before ending the call. This ensures that same-day trip requests are accommodated as efficiently as possible while encouraging riders to plan ahead for better service reliability. With these measures, B811 MedTrans will ensure compliance, maximize service efficiency, and provide an excellent rider experience for all Diamond Ride cardholders. Response Time B811 MedTrans is committed to maintaining a 15-minute pickup window and achieving a 95% on- time performance rate while ensuring accurate ETAs, real-time tracking, and contingency plans to prevent delays. Our approach includes: • Real-time dispatch tracking and optimized routing to meet the 15-minute window. • Accurate ETAs provided to riders through GPS tracking. • Automated alerts for riders, dispatchers, and drivers to prevent delays. • Performance monitoring and reporting to ensure compliance with the 95% on-time requirement. By implementing advanced dispatch software, GPS tracking, and proactive scheduling, B811 MedTrans will minimize delays and maximize efficiency while ensuring compliance with all program requirements. Pick-Up and Drop-Off Standards B811 MedTrans will implement clear operational procedures, driver training programs, and passenger assistance protocols to ensure compliance with the curb-to-curb service model while accommodating riders’ accessibility and mobility needs. Curb-to-Curb Service: Riders must be ready for pickup at the curb. Wheelchair Assistance: Vehicle operators will assist passengers by securing mobility devices and ensuring their safety inside the vehicle. Arrival Notification: Drivers will gently honk or contact the rider directly upon arrival. If a rider is not at the curb, the driver may enter a facility (e.g., the lobby of a doctor’s office) to locate them. Passenger Limitations: For regular vehicles, riders must enter and exit independently. However, one (1) guest or personal care assistant may accompany the rider at no additional charge if assistance is needed. Carrying Personal Items: Riders may bring up to five (5) grocery bags or parcels (maximum weight: 25 lbs.), and vehicle operators may assist with loading these items into the vehicle. ETA Accuracy Requirement: • If a Diamond Ride cardholder contacts the call center to request the Estimated Time of Arrival (“ETA") for their scheduled trip, dispatchers shall provide an accurate and true ETA. • If a dispatcher fails to provide an accurate ETA to the Diamond Ride cardholder, the Contractor must cover the full fare of the trip, and neither the Diamond Ride cardholder nor the City shall be charged for any portion of the trip. These standards ensures that B811 MedTrans remains committed to providing safe, efficient, and ADA-compliant curb-to-curb transportation for Diamond Ride participants by implementing clear operational protocols, driver training, and real-time monitoring. Our approach ensures that drivers follow proper arrival procedures, assist wheelchair users with securement, and enforce independent boarding requirements for standard vehicles while accommodating riders with personal care assistants when necessary. Guest B811 MedTrans will ensure that eligible Diamond Ride cardholders may bring one (1) guest per trip at no additional charge, while enforcing program guidelines that prohibit trips solely for guest transportation. Dispatchers will confirm guest attendance during trip scheduling, and drivers will verify guest presence at pickup to prevent misuse. The dispatch system will track guest usage separately from primary rider data, ensuring accurate reporting to the City. Monthly reports will include guest trip data alongside cardholder usage, maintaining transparency and compliance with program requirements. Service Areas B811 MedTrans will ensure strict adherence to the designated service areas by implementing real- time trip verification, automated geofencing technology, and dispatcher training to prevent unauthorized trips. Our approach will focus on preventing trips outside approved areas, maintaining flexibility for medical facility updates, and ensuring transparent reporting to the City. Service Area 1 – Within Diamond Bar City Limits • All trip requests within city limits will be automatically approved and scheduled. • Dispatchers will verify each pickup and drop-off location to ensure they fall within Diamond Bar city limits before confirming the trip. Service Area 2 – Up to Five Miles Beyond City Limits Riders may request trips up to five (5) miles beyond Diamond Bar for: • Medical appointments at eligible facilities. • Destinations within a half-mile radius of an eligible medical facility. Dispatchers will verify that the requested drop-off is: • Within the approved five-mile radius. • On the City’s list of eligible medical facilities. Flexibility for City-Approved Changes to Service Areas The City may modify service area boundaries or update the list of approved satellite medical facilities. B811 MedTrans will: • Implement updates immediately in the dispatch system to ensure compliance. • Train dispatchers and drivers on new service area modifications. • Communicate changes to riders to avoid confusion when booking trips. B811 MedTrans will ensure full compliance with service area boundaries by utilizing automated trip verification, geofencing technology, and real-time route monitoring. By preventing unauthorized trips, proactively updating the dispatch system when the City modifies service areas, and providing detailed compliance reports, we will maintain accurate, efficient, and policy-compliant service delivery for Diamond Ride participants. Fares – Managing Fare Collection and Compliance B811 MedTrans will ensure efficient and transparent fare collection by implementing a secure, driver- assisted payment process that allows Diamond Ride cardholders to pay directly via cash or credit card upon trip commencement. Drivers will be trained to accurately charge fares based on the designated service area, ensuring that riders pay $0.50 for Service Area 1 trips and $1.50 for Service Area 2 trips while tracking round-trip payments accordingly. The dispatch system will log all fare transactions, and monthly reports will provide fare collection data to the City. B811 MedTrans will remain flexible to implement any fare changes mandated by the City, ensuring a seamless transition if adjustments are required. Billing B811 MedTrans will implement a structured, transparent, and audit-ready billing system to ensure accurate monthly invoicing, proper fare deduction, and full compliance with City requirements. Our approach will focus on precise trip fare calculations, detailed revenue reporting, and seamless integration of collected fares into the final invoice while maintaining compliance with potential fare waivers and City audits. Riders will pay fares directly to the driver via cash or card. B811 MedTrans will invoice the City monthly for the Flag Drop and Distance rates, deducting collected fares. Detailed reports will be provided to track revenue, trip volume, and on-time performance. If the City chooses to waive Dial-A-Ride fares for a specific period, B811 MedTrans will: Adjust the billing system to prevent fare collection during the waiver period. Exclude fare revenue deductions for waived periods in monthly invoices. Track and document all fare waivers for audit purposes. This ensures seamless adaptation to City policy changes without disrupting service or financial reporting. To comply with City audit policies, B811 MedTrans will: Maintain detailed transaction logs of all fares collected, including: Date, time, and amount of each fare collected. Payment method (cash or credit card). Trip details associated with the fare. Ensure fare reconciliation reports are available upon request for City audits. Conduct internal audits to verify accuracy and prevent discrepancies. By maintaining clear, auditable fare records, B811 MedTrans will ensure transparency and full City compliance. B811 MedTrans will implement a robust and transparent billing system that ensures accurate monthly invoicing based on Flag Drop and Distance rates, proper fare deduction from invoices, and full compliance with City policies, including fare waivers and audits. By leveraging automated tracking, accurate fare reconciliation, and audit-ready reporting, we will ensure seamless financial management and accountability for the Diamond Ride Program. Shared Rides B811 MedTrans will implement a strategic shared ride system to optimize vehicle usage, reduce City costs, and improve service efficiency. Using automated dispatch software, we will identify opportunities for incremental shared rides, grouping riders traveling to the same or nearby destinations whenever feasible. Each cardholder will pay their applicable fare, and all fare revenue collected from shared rides will be logged separately and deducted from the total invoiced meter fare to the City. Drivers and dispatchers will be trained to coordinate shared pickups and drop-offs efficiently while ensuring minimal detours and maintaining rider convenience. Through real-time scheduling, efficient route planning, and compliance with fare deduction policies, B811 MedTrans will enhance operational efficiency and cost-effectiveness for the Diamond Ride Program. Holiday Ride B811 MedTrans will implement a dedicated tracking and reporting system to support the City’s Holiday Ride Program, ensuring eligible Diamond Bar residents receive free transportation to and from local businesses from Black Friday to January 1. Our dispatch system will automatically verify eligibility using the City's Holiday Ride participant list, and existing Diamond Ride cardholders will be seamlessly included. Holiday Ride trips will be logged separately from regular Diamond Ride trips to ensure accurate tracking, reporting, and itemized billing. B811 MedTrans will invoice the City based on Flag Drop and Distance rates while ensuring that Holiday Ride trips do not count against Diamond Ride cardholders’ monthly trip limits. Through efficient scheduling, rider outreach, and compliance with City guidelines, B811 MedTrans will fully support the “Keep it Local: Shop Diamond Bar First” initiative while maintaining a smooth and cost-effective operation during the holiday season. Service Implementation Strategy B811 MedTrans will utilize a structured, data-driven approach to fulfill the requirements of the Diamond Ride program. Our methods will ensure efficiency, reliability, and compliance with the program’s requirements, including: Dedicated Dispatch System: B811 will maintain a 24/7 dedicated telephone line for Diamond Ride participants, staffed by trained personnel who provide multilingual support and ensure customer hold times do not exceed 90 seconds. Advanced Scheduling & Monitoring: Using dispatch software, trip requests will be processed in real-time, ensuring accurate ETA predictions and adherence to the 15-minute pick-up window. Trip Verification & Compliance: Our drivers will verify eligibility through the Diamond Ride ID system and track monthly trip limits to maintain compliance with the program. Curb-to-Curb Service Standards: Drivers will be trained to assist passengers with mobility needs and secure wheelchairs appropriately. Potential Concerns and Mitigation Strategies High Call Volumes: Implementing an automated answering system with live transfer options will reduce wait times and improve efficiency. On-Time Performance Requirement (95%): Utilizing GPS tracking and predictive analytics to manage vehicle dispatch efficiently will ensure compliance. Compliance with Service Area Restrictions: Our dispatch system will be programmed to prevent unauthorized trips beyond the designated service areas. Subcontractor Coordination: Clear contractual agreements with WAV fleet and call center subcontractors will define responsibilities and performance expectations. Detailed Work Plan Step 1: Service Transition Plan • Month 1-2: Contract finalization, staff hiring, and training. • Month 3: System testing, customer database integration, and initial trial runs. • Month 4: Full implementation and ongoing monitoring. Step 2: Dial-A-Ride Service Workflow Trip Request: Riders call the dedicated line and provide necessary trip details. Dispatch Assignment: The request is processed, and a vehicle is assigned. Trip Execution: The driver confirms the passenger’s eligibility and completes the ride. Billing & Reporting: Completed trips are invoiced to the City per the contract requirements. Proposed Partner: MedCare Transport Role: Providing supplemental WAVs to support demand overflow. Responsibilities: Vehicle maintenance and compliance with ADA standards. Driver training in mobility assistance. Real-time GPS integration with B811 dispatch software. Customer Service Hub Subcontractor Proposed Partner: GOGO Technologies Role: Operating a multilingual, 24/7 call center with bilingual (Mandarin and Korean) staff. Responsibilities: Managing trip scheduling and inquiries. Monitoring customer satisfaction and feedback collection. Ensuring compliance with maximum hold times and service quality metrics. Ongoing Employee Safety & Training Program Quarterly Safety Training: Covering defensive driving, passenger assistance, and vehicle operation. Customer Service Training: Sensitivity and disability awareness training for all staff. Drug & Alcohol Screening: Pre-employment, post-accident, and random testing per DOT regulations. Vehicle Operator Certification: Ongoing refresher courses on ADA compliance and securement procedures. Preventative Maintenance Program Daily Inspections: Pre-trip and post-trip vehicle safety checks. Scheduled Servicing: Oil changes, brake checks, and lift maintenance every 5,000 miles or 30 days. Fleet Management System: Tracking maintenance history and compliance with California Vehicle Code regulations. Fleet Photographs Conclusion B811 MedTrans is well-prepared to execute the Diamond Ride Program with a customer-focused, technology-driven, and highly efficient transportation solution. By leveraging our experience in NEMT, advanced dispatching software, subcontractor partnerships, and a strong safety-first culture, we are confident in our ability to deliver seamless and reliable Dial-A-Ride services. We look forward to partnering with the City of Diamond Bar to enhance transportation accessibility for seniors and disabled residents. Statement of Acceptance B811 Medical Transportation Services hereby certifies that we agree to the Diamond Bar’s Services Agreement terms and conditions in their entirety. Any objections or proposed edits to the agreement are included with this proposal for staff review and consideration. Dial-A-Ride Services January 27, 2025 Exhibit B Monthly Rate Proposal Form Please submit proposed service rates in dollars (USD) for performing Dial-A-Ride services. These rates will be utilized to formulate monthly compensation for the successful Contractor. Supplementary notes explaining additional charges may be added below at the bottom of this form. Service days: Seven (7) days per week, year-round, including holidays Service hours: 7:00 a.m. – 8:00 p.m. PST Term: July 1, 2025 through June 30, 2028 Service Rate Unit Flag Drop $ For the first mile Distance $ Per additional mile after the first mile Wheelchairs (if applicable) $ Per trip Administrative Flat Fee (if applicable) $ Per month Notes: Contractor: B811 Medical Transportation Service (B811 MedTrans) Service: Dial-A-Ride Transportation Services Term: July 1, 2025 – June 30, 2028 Service Days: 7 days per week, including holidays Service Hours: 7:00 a.m. – 8:00 p.m. PST Annual Budget: $350,000 Monthly Budget: $2 , 00 Proposal Service Rates Rate Category Proposed Rate (USD) Flag Drop (First Mile) $12.00 Distance (Per Additional Mile) $3.50 Wheelchair Service (Per Trip) $45.00 Administrative Flat Fee (Per Month) $10, 00 Supplementary Notes: • Wait Time Fee: $20 per 15-minute interval beyond the scheduled pickup time. • After-Hours Surcharge: 10% additional charge for trips scheduled outside standard service hours (7:00 a.m. – 8:00 p.m.). • No-Show Fee: $10 if a rider fails to show up for a scheduled ride without prior cancellation. • Extra Attendant Fee: $15 per trip if an additional staff member is required for passenger assistance. B811 Medical Transportation Service is committed to delivering high-quality, accessible, and cost-effective Dial-A-Ride services that meet the needs of Diamond Bar residents. Our pricing structure is designed to align with industry standards, cover operational costs, and support program sustainability while ensuring a high level of service for all riders. APPENDIX Commencement Workflow (Service Launch: July 1, 2025) Week 1 – Kickoff Meeting Align project team, review contract requirements, establish key milestones. Identify staffing needs, fleet readiness, and compliance requirements. Week 1-2 – Staff Recruitment & Training Hire and onboard drivers, dispatchers, and administrative personnel. Train staff on ADA compliance, safety procedures, and customer service standards. Week 1-3 – Fleet Acquisition & Readiness Inspect and prepare vehicles, ensuring ADA and DOT compliance. Install GPS tracking, dispatch software, and emergency communication systems. Week 2-3 – Dispatch & Call Center Setup Configure scheduling software and phone systems to ensure 24/7 dispatch operations. Implement geofencing technology to enforce service area restrictions. Week 4-5 – Test Runs & System Checks Conduct trial trips to test scheduling, routing, and real-time ETA accuracy. Identify and troubleshoot operational inefficiencies before full deployment. Week 5-6 – Final Compliance & Readiness Review Verify driver certifications, vehicle inspections, and dispatch efficiency. Conduct internal audits to ensure ADA and contractual compliance. July 1, 2025 – Go-Live: Full-Service Launch Officially activate the Dial-A-Ride Program, monitoring service performance. Continuously review feedback and operational data to refine service delivery. Workflow Diagram Week 1 –Kickoff Meeting •Align project team, review contract requirements, establish key milestones. •Identify staffing needs, fleet readiness, and compliance requirements. Week 1-2 –Staff Recruitment & Training •Hire and onboard drivers, dispatchers, and administrative personnel. •Train staff on ADA compliance, safety procedures, and customer service standards. Week 1-3 –Fleet Acquisition & Readiness •Inspect and prepare vehicles, ensuring ADA and DOT compliance. •Install GPS tracking, dispatch software, and emergency communication systems. Week 2-3 –Dispatch & Call Center Setup •Configure scheduling software and phone systems to ensure 24/7 dispatch operations. •Implement geofencing technology to enforce service area restrictions. Week 4-5 –Test Runs & System Checks •Conduct trial trips to test scheduling, routing, and real-time ETA accuracy. •Identify and troubleshoot operational inefficiencies before full deployment. Scope of Service Deliverables Title: Dial-A-Ride Transportation Services Contract Services Contractor nformation P Business Name: B811 Medical Transportation Service Address: 241 West A Street, Dixon, CA 95620 Authorized Representative: Roslyn Taggart Phone Number: 707-722-2811 Scope of Service Deliverables Vehicle Operators •Staffing & Scheduling: B811 MedTrans will provide a full roster of qualified vehicle operators, including backup personnel, to ensure uninterrupted service. •Qualifications & Checks: Every operator holds a valid California Driver’s License with all required certifications. B811 MedTrans will enforce a strict background policy—no recent DUI convictions, license suspensions, or outstanding warrants—and conduct pre-employment DMV checks while participating in the California DMV Pull Notice Program. •Training & Appearance: Operators receive comprehensive training on operational procedures, customer service (with a focus on elderly and limited-mobility passengers), and proper use of wheelchair lifts, ramps, and securement systems. B811 MedTrans will maintain an ongoing employee safety and training program and require a clean, professional appearance at all times. •Professional Conduct: Our drivers are prohibited from soliciting tips; any repeated infractions will result in removal from service. Dispatch and Service Information Personnel •Our call center team is highly skilled in recording and scheduling reservations, managing customer inquiries and complaints, and providing real-time support. •We are committed to enhancing service accessibility by partnering with 3rd party dispatch vendors to effectively assist a diverse clientele. Alcohol/Drug Screening Practices •B811 MedTrans will implement a robust substance abuse screening program that includes: o Pre-employment testing to ensure candidate fitness before onboarding. o Incident/accident testing to ascertain any contributory substance use. o Reasonable suspicion testing, based on observable signs. o Comprehensive supervisor training to identify and manage potential substance-related issues. Our program complies with all applicable Federal, State, and DOT standards to maintain a safe, compliant work environment. Safety • A dedicated safety program promotes and rewards safe driving practices. • Regular evaluations ensure that any operator presenting health or safety risks is immediately removed from service. • Our comprehensive safety plan includes continuous training, regular performance reviews, and proactive incident management to safeguard all passengers. Vehicles/Equipment • Fleet Composition: Our fleet is tailored to meet ADA standards and includes both standard sedans and wheelchair-accessible vehicles, clearly marked for easy identification by Diamond Ride cardholders. • Maintenance & Inspections: Each vehicle undergoes a daily pre-trip inspection and regular maintenance (every 5,000 miles or 30 days, whichever comes first). B811 MedTrans will maintain detailed inspection records and manage manufacturer warranty claims, ensuring optimal performance and safety. • Service Capacity: B811 MedTrans will determine the appropriate number of vehicles based on the service characteristics outlined in the RFP, ensuring availability throughout operating hours. Applicable Codes and Regulations • All vehicles and equipment comply with the California Vehicle Code, Federal Vehicle Safety Standards, California Code of Regulations (Title 13), and CHP Motor Carrier Safety Regulations. • B811 MedTrans will assume full responsibility for licensing fees and ensure all parts and equipment meet the highest safety standards. Vehicle Maintenance Facilities • B811 MedTrans will provide and maintain dedicated, fully disclosed vehicle storage and maintenance facilities subject to City inspections. • Our maintenance program guarantees that every component—from body and frame to wheelchair lifts—is kept in optimal condition, with prompt repairs for any damage. • Routine exterior washing (at least monthly or as required) and preventive maintenance protocols are in place to ensure cleanliness and reliability. • Attached are photographs of both a standard and a wheelchair-accessible vehicle from our fleet to be used I the Diamond Ride Program. This integrated approach guarantees a high level of service, safety, and regulatory compliance while meeting the diverse needs of Diamond Ride’s clientele. Form W-9 (Rev. March 2024) Request for Taxpayer Identification Number and Certification Department of the Treasury Internal Revenue Service Go to www.irs.gov/FormW9 for instructions and the latest information. Give form to the requester. Do not send to the IRS. Before you begin. For guidance related to the purpose of Form W-9, see Purpose of Form, below. Pr i n t o r t y p e . Se e Sp e c i f i c I n s t r u c t i o n s on p a g e 3 . 1 Name of entity/individual. An entry is required. (For a sole proprietor or disregarded entity, enter the owner’s name on line 1, and enter the business/disregarded entity’s name on line 2.) 2 Business name/disregarded entity name, if different from above. 3a Check the appropriate box for federal tax classification of the entity/individual whose name is entered on line 1. Check only one of the following seven boxes. Individual/sole proprietor C corporation S corporation Partnership Trust/estate LLC. Enter the tax classification (C = C corporation, S = S corporation, P = Partnership) .... Note: Check the “LLC” box above and, in the entry space, enter the appropriate code (C, S, or P) for the tax classification of the LLC, unless it is a disregarded entity. A disregarded entity should instead check the appropriate box for the tax classification of its owner. Other (see instructions) 3b If on line 3a you checked “Partnership” or “Trust/estate,” or checked “LLC” and entered “P” as its tax classification, and you are providing this form to a partnership, trust, or estate in which you have an ownership interest, check this box if you have any foreign partners, owners, or beneficiaries. See instructions ......... 4 Exemptions (codes apply only to certain entities, not individuals; see instructions on page 3): Exempt payee code (if any) Exemption from Foreign Account Tax Compliance Act (FATCA) reporting code (if any) (Applies to accounts maintained outside the United States.) 5 Address (number, street, and apt. or suite no.). See instructions. 6 City, state, and ZIP code Requester’s name and address (optional) 7 List account number(s) here (optional) Part I Taxpayer Identification Number (TIN) Enter your TIN in the appropriate box. The TIN provided must match the name given on line 1 to avoid backup withholding. For individuals, this is generally your social security number (SSN). However, for a resident alien, sole proprietor, or disregarded entity, see the instructions for Part I, later. For other entities, it is your employer identification number (EIN). If you do not have a number, see How to get a TIN, later. Note: If the account is in more than one name, see the instructions for line 1. See also What Name and Number To Give the Requester for guidelines on whose number to enter. Social security number –– or Employer identification number – Part II Certification Under penalties of perjury, I certify that: 1. The number shown on this form is my correct taxpayer identification number (or I am waiting for a number to be issued to me); and 2. I am not subject to backup withholding because (a) I am exempt from backup withholding, or (b) I have not been notified by the Internal Revenue Service (IRS) that I am subject to backup withholding as a result of a failure to report all interest or dividends, or (c) the IRS has notified me that I am no longer subject to backup withholding; and 3. I am a U.S. citizen or other U.S. person (defined below); and 4. The FATCA code(s) entered on this form (if any) indicating that I am exempt from FATCA reporting is correct. Certification instructions. You must cross out item 2 above if you have been notified by the IRS that you are currently subject to backup withholding because you have failed to report all interest and dividends on your tax return. For real estate transactions, item 2 does not apply. For mortgage interest paid, acquisition or abandonment of secured property, cancellation of debt, contributions to an individual retirement arrangement (IRA), and, generally, payments other than interest and dividends, you are not required to sign the certification, but you must provide your correct TIN. See the instructions for Part II, later. Sign Here Signature of U.S. person Date General Instructions Section references are to the Internal Revenue Code unless otherwise noted. Future developments. For the latest information about developments related to Form W-9 and its instructions, such as legislation enacted after they were published, go to www.irs.gov/FormW9. What’s New Line 3a has been modified to clarify how a disregarded entity completes this line. An LLC that is a disregarded entity should check the appropriate box for the tax classification of its owner. Otherwise, it should check the “LLC” box and enter its appropriate tax classification. New line 3b has been added to this form. A flow-through entity is required to complete this line to indicate that it has direct or indirect foreign partners, owners, or beneficiaries when it provides the Form W-9 to another flow-through entity in which it has an ownership interest. This change is intended to provide a flow-through entity with information regarding the status of its indirect foreign partners, owners, or beneficiaries, so that it can satisfy any applicable reporting requirements. For example, a partnership that has any indirect foreign partners may be required to complete Schedules K-2 and K-3. See the Partnership Instructions for Schedules K-2 and K-3 (Form 1065). Purpose of Form An individual or entity (Form W-9 requester) who is required to file an information return with the IRS is giving you this form because they Cat. No. 10231X Form W-9 (Rev. 3-2024) B811 Medical Tran s p ortati on S erv ice ✔ 241 W est A Street, Suite B Dixo n, C A 95620 9 2 1 0 0 3 3 9 4