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HomeMy WebLinkAboutPCA - City of Diamond Bar-Technical Proposal.pdfParking Company of America Response to the City of Diamond Bar RFP for Dial-A-Ride Transportation Services February 28, 2025 2parkpca.com Table of Contents A. Cover Letter ..................................................................................................................................................... 3 B. Project Team ..................................................................................................................................................... 4 Executive Team .............................................................................................................................................. 4 Staff Roles & Responsibilities .......................................................................................................................... 5 C. Firm’s Experience/References ........................................................................................................................ 7 About Parking Company of America .......................................................................................................... 7 References ........................................................................................................................................................ 8 D. Methodology/Project Understanding ........................................................................................................ 10 Startup Plan ................................................................................................................................................... 10 Work Plan ........................................................................................................................................................ 11 Vehicle Operation and Maintenance ...................................................................................................... 12 Maintenance ............................................................................................................................................ 12 Resource Management ............................................................................................................................... 14 Fares ................................................................................................................................................................. 14 Proposed Transportation Technology for Ridership Convenience ........................................................ 14 Customer Service Delivery .......................................................................................................................... 15 Complaint & Accident Reporting .......................................................................................................... 16 Training & Safety ....................................................................................................................................... 19 Drug And Alcohol Abuse Screening Policies ...................................................................................... 24 Service Policies ............................................................................................................................................... 25 Performance Monitoring ........................................................................................................................ 25 Record Keeping ...................................................................................................................................... 26 E. Cost for Services .............................................................................................................................................. 27 F. Insurance ....................................................................................................................................................... 27 G. Services Agreement .................................................................................................................................... 27 Appendix ............................................................................................................................................................ 28 Resumes ......................................................................................................................................................... 29 Drug and Alcohol Screening ....................................................................................................................... 36 Passio Technologies ...................................................................................................................................... 40 3parkpca.com City of Diamond Bar ​​City​Manager’s​Office 21810 Copley Drive Diamond Bar, CA 91765 February 28, 2025 To Whom it May Concern, Parking Company of America (PCA) is thrilled to present a proposal to manage Dial-A-Ride Transportation Services (DAR) for the City of Diamond Bar (the City). Established​in​1964,​PCA​is​a​100%​certified​minority-owned​and​one-third​woman​owned​company​with​ over​60​years​of​transportation​and​parking​management​experience.​PCA​provides​a​wide​range​of​ services to public and private sector clients, including transportation and parking management/valet parking services for multiple municipalities in California, in addition to serving the healthcare industry, commercial real estate entities, hospitality industry, movie/ entertainment industry, and educational institutions. PCA has a demonstrated track record of success operating public agency contracts that require the transportation of handicapped and elderly passengers, such as Dial-A-Ride, Fixed Route, Non- Emergency Medical Transportation, and reservation driven systems. We currently provide these services to the City of Covina, City of Bell Gardens, City of Cudahy, City of Montebello, and the City of San Fernando, among others. The contracts have included private individual pickups (including door-to- door and curb-to-curb service), charter operations, and general mass transit services. The vehicles have ranged​full-sized,​56-seat​buses​to​small​minivans​with​wheelchair​ramps,​using​both​PCA-owned​vehicles​ as​well​as​customer-owned​vehicles.​ PCA’s​esteemed​executive​team,​with​more​than​200​combined​years​of​industry​management​ experience,​together​with​our​premier​personnel​training​model,​distinguishes​us​as​an​industry​leader.​ PCA​prides​itself​on​our​unparalleled​customer​service​levels,​which​is​evidenced​by​our​extensive​list​of​ long-term clients and frequent positive customer feedback. Perfection is our relentless pursuit at PCA, ingrained in every level of our organization—from our dedicated front-line staff to our seasoned senior executives.​While​perfection​may​seem​elusive,​by​making​it​our​daily​objective,​we​consistently​attain​ excellence. Throughout​the​rest​of​this​proposal,​you​will​find​an​introduction​to​the​authorized​individuals​associated​ with​this​response,​as​well​as​a​thorough​summary​of​our​qualifications,​our​understanding​of​the​ responsibilities​associated​with​this​service​request​(all​terms​and​conditions​as​set​forth​in​the​RFP​are​ understood​and​hereby​acknowledged),​and​our​projected​cost​proposal.​This​proposal​will​remain​ valid​for​180​calendar​days​following​the​Proposal​due​date​of​February​28,​2025.​ Once​again,​we​thank​you​for​the​opportunity​and​look​forward​to​receiving​a​positive​response​from​ the City. Sincerely, Pep Valdes Executive Vice President PCAM, LLC 4parkpca.com B. PROJECT TEAM If​awarded​a​contract,​service​and​operations​for​the​City​will​be​managed​through​PCA’s​Corporate​ Headquarters​located​at​3165​Garfield​Ave.,​Los​Angeles,​CA​90040.​ The​ability​to​seamlessly​kick​off​operations​with​an​experienced​staff,​coupled​with​our​well-established​ management​team,​will​ensure​there​are​no​obstacles​to​meeting​the​City’s​service​demands.​Information​ on​PCA’s​Executive​Team,​as​well​as​our​proposed​Project​Manager​can​be​found​below.​Full​resumes​ are attached in the Appendix. Executive Team Alex Martin Chaves: Chief Executive Officer Mr. Alex Martin Chaves is involved in the implementation of PCA’s standard operating procedures and top​management​decisions,​while​maintaining​close​contact​with​all​members​of​the​management​ team. Contractual Duties: Contract Compliance Eric Chaves: President, General Counsel Mr. Eric Chaves is legal counsel for PCA and performs and/or oversees all legal and related activities. He is​involved​in​the​implementation​of​management​contracts​with​the​respective​contracting​authority.​ Mr.​Chaves​implements​and​ensures​direct​compliance​with​all​contract​matters.​He​responds​to​any​ legal inquiries. Contractual Duties: Contract Compliance, Vehicle/Equipment Procurement, General Contract Oversight Renee Valdes: Executive Vice President Mrs. Renee Valdes is responsible for Auditing and Risk Management for the entire company. She works​closely​with​our​compliance​departments​and​insurance​companies​to​ensure​that​Safety​and​ Compliance​are​a​number​one​priority.​Her​diligence​and​guidance​provide​for​a​safe​work​environment​ for all of our staff. Contractual Duties: Safety and Compliance, Accident/Incidents, Auditing Joseph “Pep” Valdes: Executive Vice President Mr. Pep Valdes is responsible for overseeing and implementing business development activities including location start-up and management. He is based in Southern California and serves as PCA’s liaison and representative to the contracting authorities. Through his extensive experience in the parking and transportation​industry,​Mr.​Valdes​has​been​instrumental​in​the​continued​growth​of​PCA. Contractual Duties: Contract Compliance, Direct Contract Oversight, Technology Integration Suzie Cooley: Senior Vice President Ms.​Suzie​Cooley​is​currently​the​Senior​Vice​President​for​PCA​and​has​been​with​the​company​since​ 2006. She is responsible for more than 1400 employees in more than 185 locations. All Vice Presidents report directly to her. Mrs. Cooley has more than 25 years of experience in the management of Operations,​Human​Resources,​and​Safety​and​Compliance​within​the​Transportation​Industry. Contractual Duties: Contract Compliance, General Contract Oversight, Personnel Development 5parkpca.com Aaron Chaves: Vice President of Operations Mr.​Aaron​Chaves​is​a​business-focused​management​professional​with​over​18​years​of​experience​ in​driving​operational​processes​and​areas​that​include​building​high-performance​teams,​financial​ management,​administrative​management,​sales,​new​business​development,​and​client​relations​for​ multiple​facilities​simultaneously​within​the​parking​industry.​Aaron​has​a​proven​background​in​successfully​ managing strategic direction through the analysis and development of core business processes, identifying​deficiencies,​and​developing​cost-effective​solutions​for​enhancing​competitiveness,​ spearheading​growth,​and​increasing​both​client​acquisition​and​revenue. Contractual Duties: Operations Management, Business Development, Contracts & Agreements, Staff &​Client​Relations,​Parking​&​Traffic​Control,​Accounting​&​P&L,​Field​Operations,​Sales​Management,​ Team Building & Oversight, Process Improvement, Relationship Management, Auditing & Payroll Mario Cadenas (Project Manager): Vice President of Transportation Mr.​Mario​Cadenas​has​been​employed​with​PCA​for​more​than​30​years,​resulting​in​vast​knowledge​ and​experience​managing​transportation​and​parking​contacts​while​maximizing​customer​service​ and revenues. He is responsible for the day-to-day operations of PCA’s Transportation and Parking Management Service Division, including, but not limited to, overseeing over 90 employees and management​of​20​contracts,​training,​being​a​liaison​between​contracting​authorities​and​PCA,​cash​ management, monitoring contracts, enforcing company policies and procedures, safety training, preparing monthly reports, expense statements and invoices, and managing all aspects of the preventive maintenance program. Under the guidance of the Vice President of Operations and balance of the PCA Executive Team, Mr. Cadenas oversees the daily operations for all contracts including, but not limited to locations similar to the City: • City of Whittier • City​of​Lynwood • City of San Fernando • City of Bell Gardens • City of Covina • City of Cudahy Contractual Duties: Operations Management, Business Development, Contracts & Agreements, Staff &​Client​Relations,​Parking​&​Traffic​Control,​Accounting​&​P&L,​Field​Operations,​Sales​Management,​ Team Building & Oversight, Process Improvement, Relationship Management, Auditing & Payroll. Staff Roles & Responsibilities Project Manager (PM) PCA’s Project Managers are selected based on their extensive experience and expertise in transportation service​management.​The​PM​will​always​be​accessible​and​responsive.​They​will​report​directly​to​the​ City,​overseeing​day-to-day​administration,​ensuring​compliance​with​regulations,​managing​training​ programs, maintaining records, and handling vehicle maintenance and personnel management. Our PMs​demonstrate​deep​knowledge​of​all​aspects​of​the​managed​service​and​work​closely​with​the​ City to resolve any personnel or operational issues, accidents, and passenger complaints promptly and professionally. They are available for in-person or phone meetings throughout the operational day to make decisions and coordinate effectively. Receptionists/Dispatchers Our​receptionists​and​dispatchers​are​skilled​front-line​customer​service​representatives​who​ensure​ efficient​operations​by​adeptly​handling​phone​calls,​addressing​scheduling​issues,​answering​general​ 6parkpca.com inquiries,​and​managing​complaints.​They​coordinate​seamlessly​with​in-field​vehicle​operators​via​radio,​ ensuring smooth communication and operations. All complaints are promptly reported to the PM for resolution. Additionally, our receptionists/dispatchers are responsible for auditing and recording vehicle arrivals using real-time GPS tracking, ensuring accuracy and accountability in service delivery. Vehicle Operators Our​vehicle​operators​are​the​face​of​our​service​in​the​field,​directly​interacting​with​the​public​to​ provide​reliable​transportation.​They​coordinate​effectively​with​call​center​operators​via​two​way​ communication,​maintaining​professional​conduct​and​appearance​at​all​times.​Operators​wear​ identification​badges​and​uniforms​that​are​neat,​clean,​pressed,​and​in​good​condition,​reflecting​the​ standards set by PCA and approved by the City. They adhere strictly to all applicable City regulations while​in​uniform.​Each​vehicle​operator​holds​the​necessary​certifications,​including​a​valid​California​ Class B or Class C driver’s license and a current Department of Transportation-approved medical examination​certificate.​They​are​committed​to​maintaining​a​drug-free​environment​and​comply​with​ the​Federal​Highway​Administration’s​Drug​and​Alcohol​testing​requirements​(Title​49​Code​of​Federal​ Regulations), ensuring the highest standards of safety and reliability. By​providing​well-trained​and​dedicated​personnel​in​each​of​these​categories,​our​company​guarantees​ that​the​City’s​DAR​Transportation​Services​will​operate​smoothly,​efficiently,​and​to​the​highest​standards​ of customer service and safety. Supervisors PCA’s approach to supervisor training is comprehensive and rigorous, ensuring that supervisors are fully equipped to manage and support their teams effectively. We train supervisors to have complete knowledge​of​all​routes​and​route​information,​enabling​them​to​assist​and​guide​drivers​accurately.​ Supervisors are trained to observe, evaluate, and document driver performance regularly, providing constructive feedback and ensuring high standards of service. Supervisors​are​also​prepared​to​provide​lunch​reliefs​to​drivers​and​to​step​in​and​drive​when​substitute​ drivers are unavailable due to lateness or absence. They conduct monthly safety meetings to maintain a strong focus on safety protocols and practices. Additionally, supervisors are responsible for enforcing rules and regulations set by management, including administering necessary disciplinary actions. Our​training​program​ensures​that​supervisors​are​adept​at​training​all​new​employees​on​specific​ route​information,​driver​rules,​and​regulations.​They​are​also​trained​to​re-train​employees​who​require​ additional​guidance.​At​the​end​of​each​shift​or​business​day,​supervisors​learn​how​to​remove​and​ securely “bag” all monies from fare-collecting vehicles, replace and lock empty vaults, and turn in all collected monies to the dispatcher. Supervisors​are​required​to​submit​weekly​progress​reports​of​all​activities​to​the​Operations​Manager​ and​to​fill​out​accident/incident​reports,​including​picking​up​police​reports​when​available.​They​ receive​additional​training​to​ensure​they​are​on-duty​at​all​times​during​working​hours,​oversee​that​all​ vehicles leave the yard on schedule, verify that all vehicles are properly inspected before departure, and​substitute​spare​vehicles​when​necessary. This​thorough​training​ensures​that​our​supervisors​are​well-prepared​to​handle​the​dynamic​challenges​ of​their​roles,​maintain​operational​efficiency,​and​uphold​the​highest​standards​of​service​and​safety. Organizational Chart Alex Martin Chaves Chief Executive Officer Eric Chaves President, General Counsel Renee Valdes Executive Vice President Pep Valdes Executive Vice President Aaron Chaves Vice President of Operations Suzie Cooley Senior Vice President Mario Cadenas Vice President of Transportation 7parkpca.com C. FIRM’S EXPERIENCE/REFERENCES About Parking Company of America Parking Company of America (PCA) has been in business for more than 60 years, providing transportation and parking management services to both the public and private sectors. PCA strives to be an extension of​the​clients​we​serve​and​provide​innovative​solutions​and​services​that​make​a​difference.​PCA​ prides itself on our superior customer service, and our never-ending mission is providing quality customer- focused​service​and​adding​value​to​the​lives​of​the​people​we​serve. Since​its​founding​in​1964,​PCA​has​remained​a​family​owned​and​operated​business​with​over​1,200​ employees​and​continues​to​be​one​of​the​largest​privately-owned​minority​certified​transportation​ companies​in​America.​PCA​currently​operates​the​following​service​divisions: • Transportation Management Services • PCA Med Non-Emergency Transportation • Fleet Maintenance • Healthcare Industry Management • Parking Management • Hospitality & Hotel Parking Services Within​this​proposal​we​will​detail​out​some​of​our​best​practices​which​enable​PCA​to​be​operationally​ efficient​and​effective,​while​providing​superior​customer​service​to​our​ridership.​Our​proven​internal​ controls​make​PCA​a​partner​that​you​can​trust​with​full-service​transportation​management​services​ and​will​allow​us​to​carry​out​the​following​objectives,​including​but​not​limited​to: • Transportation operations • The​ability​to​staff​the​number​of​operators​needed​for​any​specific​line​of​service • Provide an accounting and business management infrastructure • Understanding and ongoing utilization of various technological methods (Scheduling, Dispatching, GPS, Fleet Tracking, etc.) PCA is proud of its longevity in the transportation industry, the broad range of its experience, and the high standard of excellence in its operations. PCA has a strong reputation for recruiting, training, nurturing, and​maintaining​a​highly​motivated,​knowledgeable,​and​dedicated​team​with​special​emphasis​on​ customer​service,​teamwork,​and​integrity;​all​tenets​that​begin​with​the​Executive​Management​team​ and​pervade​to​all​levels​of​the​organization.​The​continuous​growth​and​financial​success​of​PCA​is​the​ natural result of this philosophy. PCA believes in supporting the industries that support us. We understand that to stay abreast of industry developments like electric vehicles, clean fuels, bus design, advanced communications, computerized scheduling​and​dispatching,​and​electronic​fare​collection​technologies,​we​must​be​involved​in​ the professional/trade organizations that make the transportation industry an ever-changing arena. PCA is a current member of organizations such as the American Public Transportation Association (APTA), International Parking and Mobility Institute (IPMI), and the National Parking Association (NPA) among other local and regional industry organizations. Our Core Values • Integrity:​We​do​what​we​say​we​will​do. • Safety:​We​have​a​safety-first,​zero-incident​culture. • Sustainability:​We​are​focused​on​a​brighter​tomorrow. • Technology: We utilize state-of-the-art technology and techniques. 8parkpca.com • Leadership: Our people are by far our greatest asset. • Community Service: We believe deeply in supporting our community. PCA’s​Transportation​Management​Services​Division​offers​fixed-route​and​demand-response​ transportation services, annually transporting over 12 million passengers, and driving over 1 million miles​each​year​for​clients​such​as​Anaheim​Transportation​Network,​the​County​of​Los​Angeles,​Kaiser​ Permanente, Peachy Airport Parking, and Loyola Marymount University. PCA understands that the operation of each vehicle is under the control of our operator (driver). That operator is responsible for operating​the​vehicle​safely​along​the​route,​as​well​as​managing​passenger​boarding,​aligning​stops​ along​the​route,​and​following​the​timetable’s​schedule.​They​may​also​have​responsibility​for​managing​ fare payment on board, and for ensuring passenger safety and security. PCA​is​confident​that​our​knowledge​of​existing​operations,​as​well​as​the​diversity​of​our​programs​ and​strategies,​will​demonstrate​our​understanding​of​the​contractual​undertaking​of​any​agreement,​ as​well​as​remaining​keen​to​the​importance​of​the​successful​operation​of​all​aspects​of​any​given​ transportation​services.​Moreover,​we​understand​that​Dial-A-Ride​is​the​only​local​service​specifically​ for​seniors​and​individuals​with​limited​mobility,​and​that​the​City​desires​to​partner​with​a​transportation​ provider​that​offers​turnkey​solutions​designed​to​make​the​program​seamless​and​beneficial​to​the​City​ and​its​residents.​If​selected,​PCA​will​provide​all​necessary​management​and​administrative​personnel​ whose​expertise,​experience​and​responsiveness​will​ensure​efficient​operations​of​the​DAR​Program,​ beginning on day one. Commitment To Diversity PCA​recognizes​that​diversity​is​extremely​important​to​the​municipal​entities​we​serve,​and​we​feel​exactly​ the​same​way.​We​have​remained​extremely​diverse​as​it​relates​to​our​frontline​and​management​ staffing.​Our​active​employees,​over​94%​fall​into​a​minority​classification,​20%​of​which​are​women. PCA​is​a​California-recognized​Minority​Business​Enterprise​(MBE)​and​as​such,​we​recognize​and​realize​ the importance of embracing and encouraging our employees’ differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental​ability,​political​affiliation,​race,​religion,​sexual​orientation,​socio-economic​status,​veteran​ status,​and/or​other​characteristics,​as​that​is​what​makes​our​employees​unique. PCA is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. As a service provider to many different industries (Municipal, Healthcare, Commercial, Hospitality, Entertainment,​etc.),​our​human​capital​is​the​most​valuable​asset​that​we​have​at​PCA.​The​collective​ sum​of​the​individual​differences,​life​experiences,​knowledge,​inventiveness,​innovation,​self-expression,​ unique​capabilities,​and​talent​that​our​employees​invest​in​their​day-to-day​work​represents​a​significant​ part​of​not​only​our​culture,​but​the​reputation​and​overall​achievement​of​PCA​as​well. References Parking​Company​of​America​is​pleased​to​submit​the​following​references​of​clients​for​whom​similar​ work​has​been​performed: || CITY OF COVINA Christopher Marcarello, City Manager 125 E. College St. Covina, CA 91723 Phone: 626-384-5400 | Email: cmarcarello@covinaca.gov Project Name: Transit Operations Services – City of Covina Dial-A-Ride Start Date: 2017 - Current Services Provided: Dial-a-Ride Transit Services, Special Event Transportation Services, Transit Services Management and Supervision, Dispatch 9parkpca.com In​2016​PCA​was​recommended​to​take​over​the​Covina​Dial​A​Ride​Transportation​SYS​from​the​ city​selected​contractor​and​was​assigned​to​run​the​Dial​A​Ride​Shuttle​System,​better​known​in​the​ community Covina Dial A Ride Service beginning in 2016. This service is a Dial A Ride System service running​City-owned​vehicles​for​different​routes​within​the​City​of​Covina.​The​service​runs​4​Dial​A​Ride​ Buses from 7:00 am to 5:30 pm Monday through Friday and Saturday from 7:00 am to 3:00 pm. Vehicles meet ADA requirements. The system charges fare to the residents. || CITY OF SAN FERNANDO Kenneth Jones, MPA, Management Analyst 208 Park Avenue San Fernando, CA 91340 Phone: 818-898-1240 | Email: kjones@sfcity.org Project Name: Trolley Services and Dial-A-Ride - City of San Fernando Start Date: 2015 - Current Services Provided: Trolley Services and Dial-A-Ride Services In​2015​PCA​was​recommended​to​take​over​the​San​Fernando​Transportation​SYS​from​the​city​ selected​contractor​and​was​assigned​to​run​the​Fixed​and​Dial​A​Ride​Shuttle​System,​better​known​in​ the​community​as​SF​Trolleys​Service​beginning​in​September​of​2016.​This​service​is​a​fixed​route​and​ Dial​A​Ride​System,​service​running​PCA​and​City-owned​vehicles​for​two​different​routes​within​the​City​ of San Fernando. The service runs 2 Dial A Ride Buses from 7:00 am to 5:00 pm and 2 Trolleys from 10:00 am to 4:00 pm Monday through Friday and Saturday from 9:00 am to 5:00 pm. Vehicles meet ADA requirements. The system charges fare to the residents. || CITY OF BELL GARDENS Bernardo Iniguez, Director of Public Works/Facilities 8327​Garfield​Avenue Bell Gardens, CA 90201 Phone: 562-334-1790 | Email: biniguez@bellgardens.org Project Name: Trolleys Service Fixed Route and Dial-A-Ride System Start Date: 2009 - Current Services Provided: In​2009,​under​the​authority​of​the​Board​of​Bell​Gardens,​PCA​was​recommended​to​take​over​from​the​ county​selected​contractor​and​was​assigned​to​run​the​Fixed​and​Dial-A-Ride​Shuttle​System,​better​ known​in​the​community​as​Trolleys​Service.​This​service​is​a​fixed​route​and​Dial​a​Ride​System​service​ running​PCA-owned​vehicles​for​six​different​routes​within​the​City​of​Bell​Gardens.​The​service​runs​from​ 6:00 am to 7:00 pm Monday through Friday and Saturday from 9:00 am to 5:00 pm. Vehicles meet ADA requirements. The system charges fare to the residents. || CITY OF ANAHEIM Maureen Richardson, Community Services Supervisor 200 S Anaheim Blvd Anaheim, CA 92805 Phone: 714-765-4512 | Email: mrichardson@anaheim.net Project Name: Senior Wheels Transportation Program / Dial-A-Ride Start Date: 7/1/22 - Current Services Provided: Dial-A-Ride Transit Services 10parkpca.com D. Methodology/Project Understanding Startup Plan PCA​uses​a​“Transition​Team”​approach​to​ensure​a​smooth​transition​for​managing​a​new​parking​and/​ or transportation management service account. The actual start-up operation or “transition” begins as soon​as​PCA​receives​the​authorization​to​proceed​(award​of​contract).​PCA​commits​to​performing​all​ services by the scheduled start date of the contract. Following​notification​of​the​award​of​the​contract,​PCA​uses​the​planning​period​to​clarify​any​ contractual requirements and to conclude plans for the implementation of the scope of service. PCA is prepared to begin operations at the scheduled start date and has the in-house staff and resources to coordinate all logistical requirements fully, for every contractual requirement. PCA​maintains​constant​communication​with​all​designated​Contract​representative(s)​during​the​ preparation and the initial implementation phase of the project. PCA desires to share more than 60 years’​worth​of​experience​providing​both​Parking​and​Transportation​services​and​making​decisions​ regarding​all​facets​of​such​operations​with​representatives​of​the​City​and​their​support​staff​to​ensure​ that​final​actions​are​consistent​with​the​overall​goals​of​the​program. If​awarded​the​Agreement,​our​estimated​target​dates​are​as​follows: • March/April​2025–​Contract​Award • June 20-22, 2025 – Employee Hiring Event • June 24, 2025 – Training (HR, Pre-Trip Inspection, Safety, Customer Service, Scope of Work and Route, Contract Requirements, etc. In the event staff is retained from existing Contractor, Training will​be​scheduled​as​such​not​to​interfere​with​existing​operations.) • June 25, 2025 – Employee Hiring Event (If necessary) In​2022,​PCA​commenced​operations​of​the​City​of​Anaheim’s​Dial-A-Ride​program,​known​in​the​ community as Senior Wheels. This service caters to individuals aged 60 and over residing in Anaheim. Participants​can​utilize​the​Senior​Wheels​Program​within​a​10-mile​radius​of​their​Anaheim​home​to​ city-sponsored congregate meal sites and for social activities, recreation, shopping, and medical appointments. The service operates Monday through Friday from 7:00 a.m. to 6:00 p.m., and on weekends​from​9:00​a.m.​to​4:00​p.m. || ANAHEIM TRANSPORTATION NETWORK Diana Kotler, CEO 1354 S. Anaheim Blvd. Anaheim, CA 92805 Phone: 714-563-5287 | Email: dkotler@atnetwork.org Project Name: Anaheim Resort Transporation (ART) / FRAN / EVE Start Date: 8/28/2019 - Current Services Provided: Fixed-Route and On-Demand Transit Services, Special Event Transportation Services, Transit Services Management and Supervision, Dispatch, Customer Service Ambassadors Since​2019​PCA​has​operated​fixed-route,​on-demand,​and​special​event​services​for​the​Anaheim​ transportation​network,​including​but​not​limited​to​Anaheim​Resort​Transportation​(ART),​a​fare​driven​ service​around​Disneyland​and​the​main​hotel​areas;​Free​Rides​Around​the​Neighborhood​(FRAN),​a​ free​five-passenger​micro-transit​service;​and​Everyone​Ventures​Everywhere​(EVE),​a​fare-driven​service​ from John Wayne OC Airport to Anaheim. 11parkpca.com • June 26-28, 2025 –Training (HR, Pre-Trip Inspection, Safety, Customer Service, Scope of Work and Route, Contract Requirements, etc. In the event staff is retained from existing Contractor, Training will​be​scheduled​as​such​not​to​interfere​with​existing​operations.) • July 1, 2025 – Start Service Work Plan Given​our​experience​in​the​industry​and​operating​services​of​a​similar​nature,​PCA​is​confident​that​can​ adhere​to​the​responsibilities​and​administration​of​the​City’s​Dial-A-Ride​Program.​PCA​will​adhere​to​ the​routes​and​schedules​as​specified​in​Scope​of​Work,​Routes,​Frequency,​Hours​and​Days​of​Service.​ Furthermore,​it​will​adjust​and/or​make​modifications​to​routes,​frequency,​or​service​hours​as​specified​ by​the​City​with​proper​and​timely​notification.​ From our Transportation headquarters in Commerce, CA, PCA shall coordinate, manage and control all necessary program activities, including, but not limited to: vehicle operations, storage and maintenance, providing trained and adequate operating personnel, management and administration, and a variety of​reports.​In​addition,​PCA​will​be​responsible​for​registering​and​maintaining​an​up-to-date​program​ participant list, scheduling, dispatching, documenting ridership, and coordinating cancellations and the rebooking of rides if necessary. As operations evolve, PCA shall, from time to time, propose the development and implementation of new​technology,​methods,​or​protocols​to​maximize​service​efficiency. 1. Dial-A-Ride: PCA​will​offer​the​Dial-A-Ride​Transit​(DAR)​service​daily,​from​7:00​a.m.​to​8:00​p.m.,​within​ the​two​designated​service​areas​outlined​in​the​service​characteristics​section​of​the​RFP,​including​ on​holidays.​PCA​will​ensure​prompt​and​reliable​service​by​operating​two​Chrysler​Voyagers​LXi,​with​ experienced drivers dedicated to meeting the needs of eligible riders. 2. Holiday Ride: PCA​will​supply​one​bus​operator​daily​for​the​Holiday​Ride​Program,​operating​from​7:00​ a.m.​to​8:00​p.m.,​yearly​between​Black​Friday​and​January​1st. In​the​event​of​the​need​to​provide​the​City​with​a​backup​vehicle,​PCA​will​provide​the​same​Chrysler​ Voyagers​LXi​that​is​also​ADA​compliant. 12parkpca.com Vehicle Operation and Maintenance | MAINTENANCE PCA believes that proper and timely maintenance of vehicles provides safe and cost-effective results. PCA​maintains​a​fleet​vehicle​program​that​tracks​vehicle​maintenance​intervals​by​both​time​and​ mileage. PCA’s Account Manager is responsible for updating the program daily to ensure that all vehicles are serviced on time. All services include inspection, lubrication, and replacement of parts based on vehicle manufacturer’s recommended intervals and professionally accepted industry practices. State- mandated​safety​inspections​will​be​performed​on​time​and​vehicles​that​are​found​to​have​any​ deficiencies​will​have​the​necessary​corrections​made​before​the​vehicle​is​returned​to​service. Our​maintenance​program​consistently​receives​100%​satisfactory​grades​from​the​California​Highway​ Patrol​on​our​annual​inspections;​this​is​a​very​evident​factor​in​our​on​time​and​break​down​performance​ record.​PCA​has,​in​its​history,​always​had​a​very​low​vehicle​breakdown​record​and​having​our​own​ team of professional mechanics is the main reason for our success. Preventative Maintenance Facility Located​within​our​Corporate​Headquarters​in​Commerce,​CA,​PCA​offers​excellent​logistics​for​the​ dispatch​and​maintenance​components​of​this​transportation​service.​Industrial​(1.178​Acres​4​Offices,​ Maintenance​Facility:​capacity​5​vehicles​at​the​time).​Our​facility​is​within​easy​access​to​Highway​5​ and​our​central​location​allows​PCA​to​service​all​routes​with​minimal​deadhead​mileage​and​time.​This​ facility​also​houses​our​administrative​offices,​dispatch​center,​training​center,​and​permitted​vehicle​ maintenance. Maintenance Overview • Multiple Bay Vehicle Repair Shop • Administration​Offices • Dispatch​Offices • Revenue Storage Vaults Safety Inspection Regulated by CHP • Safety Inspection every 45 days• Tires-recording a tread depth of all tires, maintaining a minimum 3/32” tread depth, 5/32” for emergency and essential• Lights-exterior and interior lights and gauges• Windshield​wipers• Fluid levels• Battery​and​charging​system;​clean​terminals​and​check​cables• Heating/air conditioning system• Exhaust system and exhaust hangers and clamps• Steering and suspension• Frame, cross members, and body joints• Driver shaft and U-joints• Inspect critical components (hoses, belts, etc.)• Inspect vehicle appearance (body damage, rust, interior condition, etc.)• Inspect vehicle Brake System• Any noted defects to the vehicle must be repaired immediately after the 45 days Inspection. 13parkpca.com Department of California Highway Patrol BUS MAINTENANCE & SAFETY INSPECTION CHP 108 ( REV 6-05 ) OPI 062 UNIT# 201 FORD xxxxxxx OK DEF OK DEF OK DEF OK DEF OK DEF OK DEF OK DEF OK DEF OK DEF OK DEF OK DEF OK DEF 1 2 3 4 5 6 7 9 10 11 12 13 14 15 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A * 17 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A * 18 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A * 19 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A * 20 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A * 21 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A * 22 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A * 23 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A * 24 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 DATE DATE 9/12/23 10/16/23 SEPTEMBER INSPECTION OCTOBER INSPECTION DATE NOVEMBER INSPECTION DATE DECEMBER INSPECTION 1/0/00 DATE 5/2/23 6/15/23 7/28/23 MAY INSPECTION JUNE INSPECTION DATE JULY INSPECTION DATE AUGUST INSPECTION 1/0/00 DATE 1/0/00 1/0/00 1/0/00 JANUARY INSPECTION FEBRUARY INSPECTION DATE MARCH INSPECTION DATE APRIL INSPECTION Emergency Exit Inspection: Check Pushout Windows, Emergency Doors,Check Emergency Lights / Window Lashes Wheelchair Inspection: Check Hydaulic Power Unit, Vehicle Interlock Lift Operation, Lifting Pivots, Platform, Handrails, Floor/Ground Level Wheel seals-leaks and/or condition Under carriage-clean and secure Drive shaft, universal joints, and/or guards Transmission and differential-mounting, leaks, and/or condition Suspension system-springs, shackles, u-bolts, and/or torque rods Frame and cross members-cracks and/or condition Steering system-mounting, free lash and components Steering arms, drag links, and/or tie rod ends Wheels, lug nuts, and studs-cracks, looseness, and/or condition Parking brake-able to hold the vehicle Hoses and tubing-condition, protection Tires-tread depth, inflation, condition Hydraulic brake system-adjustment, components, and/or condition Hydraulic master cylinder-level, leaks, and/or condition Starting and charging system Primary air tank-drain and test function of check valve Other air tanks-drain and check for contamination Air filter, throttle linkage Air hoses and tubing-leaks, condition, and/or protection Emergency stopping system-labeled, operative Brakes do not release after complete loss of service air Air brake system-adjustment, compartments, and/or condition 1 minute air or vacuum loss test Air compressor governor-cut in and cut out pressure (85-130) Radiator and water hoses-coolant level, condition, and/or leaks Belts-compressor, fan, water, and/or alternator Fuel system-tank, hoses, tubing, and/or pump-leaks Exhaust system, manifolds, piping, muffler-leaks and/or condition Engine-mounting, excessive grease and/or oil Clutch adjustment-free play All interior and exterior lights, signals, reflectors Electrical wiring-condition and protection Batteries-water level, terminals, and cables Warning devices-air, oil, temperature, exit, and/or vacuum Heaters, defrosters, switches, and vents Doors, exterior, paint, and marking Fire extinguisher, first aid kit, and reflective warning devices Horn, defroster, gauges, odometer, and speedometer Driver seat, passenger seats, padding, interior, and floor condition Windshield wipers, windows, mirrors, and supports E-450 Super Duty JUL AUG SEP OCT NOV DECModel JAN FEB MAR APR MAY JUN 0 142305 145135Parking Company of America xxxxx 0 0 0 0 130854 134900 139145 MILEAGE MILEAGE MILEAGE MILEAGE MILEAGE MILEAGE * Inspections of these itmes meets the minimum requirements of 34505 CVC CARRIER NAME MILEAGE MILEAGE MILEAGE MILEAGE MILEAGE MILEAGE PM Vehicle Service every 3000 Miles • Engine​oil​and​oil​filter​change • Lubricate chassis, hinges, locks, etc. • Check and service emission controls • Brake​inspection-​record​remaining​life​(replace​worn,​damaged,​or​leaking​components) • Service cooling system if needed • Starter/charging​system-​check​and​repair​or​replace​defiant​components • Inspect air cleaner element and replace as needed • Inspect​wheelchair​lift​if​any;​perform​maintenance​/​repairs​as​needed When a vehicle enters a Fleet Service facility, a mechanic inspects its condition carefully to identify all mechanical​deficiencies​and​safety​needs.​If​the​condition​of​a​vehicle​or​equipment​item​exceeds​ normal​wear​and​tear​unexpectedly​or​may​have​been​abused​by​the​user,​the​assigned​Technician​ reports​this​in​writing​to​the​appropriate​authority.​Fleet​Technicians​and​Working​Lead​Men​remain​alert​ to equipment or parts requiring excessive maintenance, repair, or indications of improper use by the user.​Reports​and​statistical​data​from​inspection​reviews​reveal​this,​as​well​as​any​premature​failure​of​ parts.​Technicians​or​Working​Lead​Men​report​these​conditions​in​writing​immediately. 14parkpca.com Cleaning Daily cleaning:​Limited​interior​sweeping,​vacuuming,​mopping​(with​a​“wet”​or​“moist”​mop),​dusting,​ and​removal​of​marks​on​panels,​windows,​and​upholstery​(including​foreign​matter​such​as​gum,​ grease,​dirt,​and​graffiti). Weekly cleaning:​Interior​washing​of​seats,​floor,​ceilings,​walls,​stanchions,​grab​rails,​and​interior​glass​ of the destination sign. Monthly cleaning: All rubber or vinyl exterior components such as tires, bumper fascia, fender skirts, wheels,​aluminum​wheels,​windows,​panels,​and​door​edge​guards​(with​preservative)​or​as​necessary​ to maintain an attractive appearance. PCA is proud of our existing vehicle appearance program that promotes cleanliness both inside and outside the vehicle. All drivers are trained to maintain the vehicle they drive in an outstanding condition. Although the most important priority is mechanically safe vehicles, the cleanliness of vehicles receives an equal amount of attention by drivers and maintenance personnel. Two-Way Communication PCA​issues​Verizon​Push-To-Talk​(or​similar)​phones​for​use​by​the​drivers​to​communicate​with​other​ drivers, supervisor/manager on duty, and any other assigned dispatch (if necessary). Business Contact Telephone Number PCA​will​provide​a​business​contact​telephone​number,​which​will​be​answered​by​a​live​person​during​ regular​service​operation​hours.​Should​an​emergency​occur​personnel​answering​the​telephone​will​be​ able​to​put​the​Agency​in​contact​with​key​management​personnel. Resource Management Regarding​how​PCA​proposes​to​manage​and​operate​the​City’s​DAR​service,​from​the​customer​ telephone reservation request to invoicing the City, it is PCA’s goal to ensure that all operators are aware​that​although​they​are​assigned​to​a​specific​route​or​bid,​that​they​are​also​expected​to​assist​ with​deviations​from​said​routes​or​bids​due​to​the​needs​of​the​service​on​any​given​day. Working​closely​with​dispatch​on​things​such​as​timeline,​number​of​expected​daily​rides,​dedicated​ stops,​etc.,​will​also​ensure​that​our​management​team​adequately​prepares​assigned​staff​for​any​ upcoming​needs.​The​step-by-step​process​would​look​as​follows: • Step 1 – Dispatch receives the initial call or online reservation request. • Step 2 – Dispatch logs the request and assigns the service request to a driver. • Step 3 – The driver proceeds to complete the service request. • Step​4​–​PCA’s​Accounting​team​produces​and​provides​an​invoice​with​all​pertinent​backup​ reporting​and​documentation,​in​accordance​with​the​Agreement​timeline(s). Fares PCA​understands​that​Diamond​Ride​cardholders​must​pay​driver​directly​via​cash​or​credit​card,​with​ fares​based​on​service​areas.​PCA​will​invoice​City​monthly​for​trips,​based​on​‘Flag​Drop’​and​‘Distance’​ rates.​Fares​collected​from​cardholders​will​be​retained​by​PCA,​reported​to​City,​and​deducted​from​ invoice.​PCA​understands​and​shall​document​all​fare​revenue​collection​in​accordance​with​City​ procedures. Proposed Transportation Technology for Ridership Convenience PCA​is​proposing​partnering​with​Passio​Technologies​to​handle​all​aspects​of​the​technical​specifications​ as​outlined​in​the​scope​of​work.​PCA​will​collaborate​closely​with​Passio​Technologies​to​develop​a​fully​ 15parkpca.com customized​app​tailored​to​the​specific​needs​of​the​City,​ensuring​it​meets​both​current​and​future​ operational demands. PCA has extensive experience in onboarding City clients onto Passio’s technology platforms for accessibility and ease of use on both the part of passengers and City staff accessing ridership​data.​For​a​comprehensive​overview​of​Passio​technology​capabilities,​and​reporting,​please​ refer to the Appendix. Customer Service Delivery Call Center & Customer Service PCA​continually​refines​and​updates​its​internal​processes​and​procedures​to​ensure​the​consumer​ always​receives​prompt​and​courteous​service.​PCA​takes​great​pride​in​guaranteeing​that​consumers​ have a positive experience from the time a call is placed to the PCA reservations/dispatch center, throughout the duration of the trip and upon safe arrival at their ultimate destination. We utilize the Agent training system to help us to provide exceptional service and set PCA apart from other companies. PCA conducts​a​weeklong,​in–house,​safety​and​sensitivity​training​program​conducted​by​our​Supervisor. These core fundamentals are the foundation of our call center training program and they include: • Orientation to PCA Management’s policies and procedures. • Introduction to the area’s geography including trip generators (both origins and destinations) • Skills and etiquette for telephone, (and e-mail communications) • Information technology systems (ITS) training • Understanding our customers (Sensitivity Training) • Review​of​Driver’s​Defensive​Driving​Skills​(Agents​must​know​what​is​expected​of​our​drivers). Upon​completion​of​the​core​foundations​training​program,​the​agents​will​then​be​assigned​to​work​ alongside​an​experienced​agent​who​will​mentor​them​for​a​two-week​period​making​sure​the​agent​is​ comfortable​and​confident​in​their​new​role. Call​Answering PCA continually monitors the volume of calls and makes necessary staff adjustments to compensate for peaks in call volumes. Other administrative staff is cross-trained to immediately augment the scheduled reservations​or​dispatch​whenever​necessary. Languages: • English • Spanish • Additional Languages, including Mandarin and Korean, are available upon request Call Monitoring PCA routinely listens to a pre-determined number of reservation/dispatch agent calls, chosen at random, in​an​effort​to​monitor​and​rate​those​calls​in​accordance​with​a​standard​checklist​of​service​criteria.​ Agents​are​graded​on​the​basis​of​whether​they​are​courteous,​responsive,​and​grammatically​correct​ in​their​conversations​with​callers,​and​then​counseled​about​any​deficiencies,​issues​or​positive​aspects​ in periodic evaluations. Rider Experience & Accommodations GPS Tracking PCA utilizes state-of-the-art scheduling, cameras inside and outside of vehicles and GPS vehicle location software​(IPS​System)​allowing​the​capability​to​track​the​overall​dispatch​operations​on​a​real-time​ basis. 16parkpca.com Route Familiarity Our​drivers​first​gain​route​familiarization​through​a​structured​training​process​designed​to​ensure​they​ are​well-prepared​to​assist​riders​effectively.​Initially,​they​study​the​route​and​specific​driving​conditions,​ gaining​a​detailed​understanding​of​the​path​they​will​be​navigating.​To​reinforce​this​knowledge,​ employees​spend​five​days​riding​the​designated​route​with​a​Field​Supervisor​or​Lead​Driver.​This​ hands-on​experience​allows​them​to​observe​and​learn​the​intricacies​of​the​route​firsthand.​During​this​ period,​they​also​familiarize​themselves​with​connecting​destinations​and​other​points​of​interest​that​ are important to riders, such as schools, shopping centers, and hospitals. This comprehensive approach ensures​our​employees​are​well-equipped​to​provide​accurate​and​helpful​information,​enhancing​the​ overall passenger experience. Rapport​with​Passengers PCA​drivers​understand​the​importance​of​greeting​passengers​warmly,​using​friendly​phrases​such​as​ “hello,”​“how​are​you,”​or​“welcome​aboard.”​We​emphasize​the​necessity​of​being​knowledgeable​ about routes, schedules, and key destinations to provide accurate and helpful information. This ensures that​our​employees​can​assist​passengers​in​navigating​the​system​efficiently​and​reaching​critical​ locations like shopping centers and hospitals. Furthermore,​our​program​trains​drivers​to​engage​in​friendly​small​talk​at​stops,​fostering​a​welcoming​ and positive environment. These interactions not only enhance the passenger experience but also provide valuable insights into customer needs, enabling more personalized service. We also stress the importance​of​a​pleasant​farewell,​encouraging​employees​to​thank​passengers​for​their​patronage,​ wish​them​a​nice​day,​and​leave​them​with​a​smile. Our​drivers​apply​their​comprehensive​knowledge​of​routes​to​better​serve​customers,​ensuring​ punctuality​even​amidst​varying​traffic​conditions.​They​are​skilled​in​anticipating​and​organizing​time​to​ accommodate​special​drop​requests​effectively.​By​reviewing​reports​to​determine​peak​hour​demand,​ they​can​judge​traffic​levels​accurately​and​make​informed​decisions​to​maintain​efficiency.​Employees​ consistently​adhere​to​speed​limits,​prioritizing​safety​while​staying​on​schedule.​Additionally,​they​ provide​physical​assistance​when​necessary,​including​operating​ADA​equipment​to​assist​handicapped​ passengers and offering support to elderly riders during boarding, seating, and departure. This ensures our team delivers reliable, considerate, and timely service to all passengers. Lastly, employees practice patience and understanding, ensuring they are attuned to the unique needs of each passenger, especially seniors. They maintain a helpful and friendly demeanor at all times, reassuring​passengers​that​they​will​make​every​extra​effort​to​assist​them.​When​actively​listening​to​ passengers’ needs and concerns, our drivers respond professionally and compassionately. They take the​extra​time​to​answer​questions​simply​and​thoroughly,​ensuring​that​every​passenger​feels​valued​ and​well-informed. By implementing these practices, our employees contribute to a higher level of customer satisfaction, which​can​lead​to​increased​ridership​and​customer​loyalty.​This​comprehensive​approach​demonstrates​ our commitment to exceptional service and positions us as a leader in customer-centric transportation solutions. | COMPLAINT & ACCIDENT REPORTING PCA implements procedures to handle all incidents, accidents or events that could possibly give rise to a claim for liability, thefts, vandalism, property damage, and customer complaints. Such procedure at a​minimum​will​include: • Inspection of vehicles on a regular basis, reporting any items of disrepair, inoperative and/or irregularities to the vehicles. • Immediately upon occurrence, report any accident, incident, or event that can result in a claim. PCA​will​provide​a​written​report​within​24​hours​to​the​City. 17parkpca.com • Keep​and​maintain​a​log​of​all​oral​and​written​complaints​received​directly​from​the​public.​ Logs​will​contain​the​following​information: 1. Date 2. Nature of complaint 3. Copy​of​written​complaints 4. What​and​when​action​was​taken​or​why​no​action​was​taken • PCA​will​submit​copies​of​complaints​along​with​resolution​within​10​days​from​receipt​of​the​ complaint​to​the​City​and​forward​copies​of​the​logs​on​a​monthly​basis. • Have 24-hour emergency contact numbers posted (such as cell numbers and managers’ home numbers). • Be able to resolve complaints relating to employee attitude, appearance, service, application of transportation policies, and other issues concerning the day-to-day operation of the transit services. PCA​will​forward​any​complaints​outside​the​scope​of​service​to​the​City​within​forty-eight​(48)​hours​from​ receipt. Vehicle Breakdowns Every​vehicle​is​equipped​with​2-way​radio​communication​and​drivers​are​trained​to​contact​the​ dispatch​center​immediately​once​a​breakdown​occurs.​The​following​information​is​very​imperative​to​ be reported: • Vehicle Number • Address​/​Intersection​of​where​vehicle​is​at​the​time​of​the​breakdown • Detailed description of the problem if possible • Dispatcher​/​Manager​will​dispatch​mechanics​immediately​to​the​location • Dispatcher​/​Manager​will​dispatch​spare​vehicle​immediately​once​they​received​the​report​from​ the driver. • Management​also​will​dispatch​a​tow​truck​if​necessary To​avoid​the​road​safety​risks​associated​with​a​breakdown,​the​following​training​is​provided​to​the​ drivers for staying safe: • Drivers​will​stop​and​park​the​vehicle​in​a​safe​place​as​far​off​the​road​as​practical • Avoid​stopping​around​blind​corners,​just​over​crests,​on​bridges​or​where​roads​are​very​narrow • Use​hazard​lights​to​warn​other​road​users • In poor light, activate the parking and emergency lights • Triangles must be placed on the road, front and back of vehicle • Drivers​will​not​attempt​to​repair​the​vehicle • If​it​is​safe​to​do​so,​drivers​and​passengers​will​leave​the​vehicle​and​move​behind​a​safety​barrier​if​ available.​It​is​safer​for​the​driver​and​passengers​to​keep​away​from​the​road​and​well​clear​of​the​ vehicle,​while​waiting​for​help​to​arrive.​If​it​is​not​safe​to​leave​the​vehicle,​driver​and​passengers​ will​stay​in​the​vehicle​and​buckle​up​the​seatbelt. • Exit the vehicle if it’s safer for the driver and passengers to exit via the passenger side • Close the vehicle’s bonnet once help has been arranged. If other drivers see an open bonnet they may​stop​to​render​assistance​which​could​further​compromise​everyone’s​safety • Once​the​replacement​vehicle​arrives​drivers​will​transfer​passengers​if​is​safe​to​do​so​and​continue​ the route 18parkpca.com Hazardous Conditions PCA​trains​its​drivers​to​know​what​constitutes​unsafe​road​conditions​and​to​use​good​judgment​in​ operating​their​vehicles​when​such​conditions​occur.​Accordingly,​they​follow​these​procedures: • Drivers​will​notify​the​immediate​supervisor​as​soon​as​possible​if​any​adverse​road​conditions​or​ other​situations​exist​that​potentially​would​interrupt​scheduled​service​or​provide​a​safety​hazard. • The​Supervisor​or​designated​representative​will​notify​the​appropriate​contracting​office​ representative or other designated authority or local Police Department. • Schedule​service​will​resume​as​soon​as​conditions​permit. Passenger Disturbances Drivers​are​trained​to​address​situations​where​vandalism,​rude​behavior,​violence,​etc.​occur​as​part​of​ PCA’s​initial​and​ongoing​employee​training.​Drivers​will​first​contact​their​Supervisor​and​apprise​them​of​ the​incident.​The​Supervisor​will​direct​the​driver​in​the​appropriate​plan​of​action.​Above​all,​the​safety​ of​all​of​the​passengers​will​dictate​the​immediate​solution​to​the​problem. If​outside​assistance​is​needed,​the​Supervisor​will​coordinate​the​required​response.​Incidents​and​ disturbances​involving​passengers​will​be​documented​and​a​copy​of​the​report​will​be​forwarded​to​ the City. Medical Assistance PCA’s​drivers​will​immediately​contact​their​Supervisor​upon​discovery​of​an​illness,​injury,​or​accident​ involving​a​passenger.​Supervisors​will​contact​the​appropriate​authority​as​deemed​necessary.​Upon​ arriving​at​the​scene,​the​Supervisor​will​complete​a​full​report​of​the​incident​and​submit​a​copy​to​the​ City as soon as possible. Accidents Inside​all​vehicles​are​incident/accident​forms.​Employees​are​instructed​to​fill​out​all​required​documents,​ properly​and​completely,​if​an​accident​occurs.​All​drivers​follow​specified​contract​and​PCA​accident​ contact procedures and immediately contact: • Local Security / Police Department • Emergency​fire,​ambulance,​or​Police​units • Immediate supervisor • Contracting Client’s designated representative • PCA​Corporate​Office Additionally, per federal regulations, after each incident, PCA’s Project Manager or Supervisor(s) shall escort the employee involved in the accident (as long as there is no injury requiring medical attention) to our nearest contracted medical clinic or facility for a post-accident drug and alcohol screening. Complaint Process PCA​understands​that​at​times,​complaints​will​happen.​PCA​regards​a​complaint​as​an​expression​of​ dissatisfaction about our organization, our staff, our partners/clients, our contracted service providers or anyone else acting on our behalf. A complaint can be received verbally, by phone, by email, via our website,​or​in​writing. Procedure The​PCA​employee​who​receives​an​email/written/phone​or​in-person​complaint​should:​Write​down​ the​facts​of​the​complaint,​take​the​complainant’s​name,​address​and​telephone​number,​note​down​ the​relationship​of​the​complainant​to​PCA,​tell​the​complainant​that​we​have​a​complaints​procedure,​ tell​the​complainant​what​will​happen​next​and​how​long​it​will​take.​ 19parkpca.com Where​appropriate,​PCA​shall​ask​the​complainant​to​send​a​written​account​via​email​so​that​the​ complaint​is​recorded​in​the​complainant’s​own​words. Resolving Complaints Stage One:​The​complaint​will​be​formally​acknowledged​within​48​hours​of​receipt​and​will​be​provided​ to​the​appropriate​manager​for​follow-up.​An​acknowledgment​will​confirm​who​is​dealing​with​the​ complaint​and​when​the​complainant​can​expect​a​reply.​In​many​cases,​a​complaint​is​best​resolved​ by the person responsible for the issue being complained about. If the complaint has been received by that person, they should try to do so if possible and appropriate. If it has not already been resolved, an​appropriate​person​(Director​of​Operations,​Vice​President​of​Operations,​etc.)​will​investigate​and​ take​appropriate​action​within​5​working​days.​We​may​ask​the​member​of​staff​who​dealt​with​the​ complainant to reply to the complaint. We may also ask to meet the complainant to discuss and hopefully​resolve​the​complaint.​This​will​be​done​within​5​days​of​the​end​of​our​investigation.​At​the​ very​least,​the​employee​in​question​who​received​the​complaint​shall​receive​a​refresher​training​on​ the​subject​applicable​to​the​concern.​Within​2​days​of​that​meeting,​we​will​write​to​the​complainant​ to​confirm​what​took​place​and​any​solutions​agreed​with​you.​If​they​do​not​want​a​meeting​or​it​is​ not​possible,​we​will​send​a​detailed​reply​to​the​complaint.​This​will​include​suggestions​for​resolving​the​ matter.​This​will​be​done​within​5​days​of​completing​our​investigation. Escalation Process Stage Two: If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they​can​request​that​the​complaint​be​further​reviewed.​At​this​stage,​the​complaint​will​be​passed​ to​the​HR​Director.​The​request​for​further​review​will​be​acknowledged​within​48​hours​of​receiving​it.​ The​acknowledgment​will​confirm​who​will​deal​with​the​case​and​when​the​complainant​can​expect​ a reply. The HR Director may investigate the facts of the case themselves or delegate a suitably senior- level​person​to​do​so.​This​may​involve​reviewing​the​case​and​speaking​with​the​person​who​dealt​ with​the​complaint​at​Stage​One.​If​the​complaint​relates​to​a​specific​person,​they​will​be​informed​ and​given​a​further​opportunity​to​respond.​Stage​2​complaints​will​receive​a​definitive​reply​within​10​ working​days.​The​decision​taken​at​this​stage​is​final. Continuous Improvement PCA​monitors​and​reviews​the​effectiveness​of​our​complaints​handling​process​to​ensure​that​this​ continuously​improves​and​that​we​learn​from​these​complaints. | TRAINING & SAFETY Company Orientation & Training • Company Employee manual distributed and explained. • Customer relations training • Safety​Procedures​of​Location​(specific​to​each​individual​location) • Harassment Prevention training • Understanding and completing reports • Passenger relations: general service, accommodate special needs, sensitivity training. • Safety​(video​and​lecture):​review​vehicle​specs,​defensive​driving,​ADA​equipment,​passenger​ safety,​driver​safety,​traffic​laws​and​regulations • Understanding and completing reports • Proficiency​Testing​(where​applicable) • Assignment • Familiarize​attendants​with​the​facility. 20parkpca.com • Training: Equipment used, record keeping, cash management procedures, deposits, and ticket transactions. • Understand​and​complete​reports​specific​to​the​needs​of​the​contracting​authority. Ongoing Training • Monthly safety meetings (sample topics include avoiding slips and falls, heat exhaustion and heatstroke, and other safety protocols and best practices) • Questions from employees • Open forum for employees and managers to discuss productivity improvement. Evaluation • 6-month​probationary​period​for​new​hires​measuring​overall​efficiency​based​on​all​of​the​criteria​ above • Annual​evaluation​of​all​employees​by​Project​Supervisor​encompassing​Efficiency,​Safety,​ Customer Relations, and Attendance Customer Service Training PCA understands that the DAR transportation operations at the City are such that they require a considerable​amount​of​interaction​with​the​public,​specifically​vulnerable​populations.​As​such,​PCA​ has​identified​programs​that​it​uses​as​a​certification​process​for​our​Project​Managers​(and​any​other​ preferred​management​team​members)​to​utilize​when​training​all​new​hires​and​re-training​for​any​follow-​ up measures (customer complaints, concerns, etc.). These interactive programs take our designated management staff through a detailed process for resolving customer complaints and handling each customer’s​needs,​no​matter​how​challenging​or​how​different​the​environment​may​be. Our​PCA​managers​learn​how​to​stay​professional​in​emotional​situations,​beyond​basic​telephone​ courtesy​and​follow​a​consistent​process​to​resolve​complaints,​conflicts,​and​emergency​situations​ (emergency​response,​facility​lockdowns​[infant​abductions,​earthquake,​etc.]).​Most​importantly,​they​ are​trained​to​discover​how​to​truly​engage​customers​and​build​enduring​relationships.​This​valuable​ information can then be utilized to train and retrain staff on an as-needed basis. PCA understands completely that the details of customer service can make all the difference, especially in​a​transportation​or​parking​operation,​as​we​are​generally​the​first​and​last​points​of​contact​for​a​ passenger.​Following​the​proven​guidelines​as​outlined​in​our​programs​will​ensure​that,​at​the​end​of​the​ day, your customer’s emotional and practical needs are not only met but exceeded. Each issue solved will​be​with​a​positive,​helpful​attitude​and​done​so​in​a​manner​meant​to​strengthen​the​relationship​ with​our​customers. Sensitivity Training PCA​acknowledges​that​an​extra​layer​of​customer​service​sensitivity​must​be​placed​when​dealing​ with​individuals​with​disabilities​and​that​maintaining​an​awareness​of​persons​with​disabilities​is​key​ for​professional​and​everyday​interaction.​The​following​are​some​of​the​things​PCA​trains​our​staff​to​ consider​when​interacting​and​providing​services​to​individuals​with​disabilities: • Always​ask​before​you​help,​as​people​desire​to​be​independent​and​treated​with​respect. • Be​respectful​about​physical​contact,​and,​again,​always​ask​before​making​said​contact. • Consider personal space. • Think before you speak. • Speak​directly​to​the​person​(make​eye​contact​whenever​possible). • Don’t make assumptions. • People​are​the​best​judge​of​what​they​can​or​cannot​do​personally. • A​request​for​an​accommodation​is​not​out​of​line​and​should​not​be​viewed​as​a​complaint. 21parkpca.com Safety Training Employees​receive​a​“safety​briefing”​on​the​first​day​in​their​position,​which​includes: • Encouraging​questions​as​they​learn​and​face​new​situations • Explaining job duties in terms the individual can understand • Demonstrating​all​precautions​and​safe​work​practices​for​each​job​and​explaining​their​importance • Explaining​the​need​for​protective​equipment​and​dangers​of​not​wearing​it • Test the employee to verify he/she understands safety instructions and/or use of equipment Additional lessons may include use of: • Fire extinguishers • Lifting and moving heavy objects • First-aid • Cardiopulmonary resuscitation • Natural disaster emergency procedures PCA​will​periodically​conduct​unannounced​checks​on​employees​to​verify​safety​preparedness​and​ will​schedule​follow-up​training​sessions​to​foster​honest​dialogue​among​supervisors​and​workers.​ PCA​Employees​are​trained​to​address​situations​where​vandalism,​rude​behavior,​violence,​etc.​occur​ as​part​of​PCA’s​initial​and​ongoing​employee​training.​Employees​will​first​contact​their​supervisor​and​ apprise​them​of​the​incident.​The​Supervisor​will​direct​the​employee​in​the​appropriate​plan​of​action.​ Above​all,​the​safety​of​all​will​dictate​the​immediate​solution​to​the​problem.​If​outside​assistance​ is​needed,​the​Supervisor​will​coordinate​the​required​response.​Incidents​and​disturbances​will​be​ documented​and​a​copy​of​the​report​will​be​forwarded​to​the​City.​PCA​instructs​all​personnel​to​follow​ the​instructions​of​police,​fire,​or​any​authorized​official​responsible​for​maintaining​safety​and​order​in​ an​emergency.​Such​official​instructions​supersede​any​instructions​given​by​the​Project​Manager​or​ Supervisors. ADA Equipment and Other Assistance to Persons with Disabilities: • Proper​areas​for​boarding​and​unloading​passengers​in​wheelchairs • Review​vehicle​specs​for​lift-gates • Review​interior​space​for​safe​and​convenient​wheelchair​placement • Proper​use​of​lifts​and​tie-downs Specialized Training (when and where applicable) • HIPAA • EMTALA • Emergency Response • Health​and​Safety​Annual​Review • Fire Safety • Earthquake • ADA Procedures Facility Map Training • DOT Compliance • CHP Compliance • Pre-Trip Inspections • Road Safety Training – Behind the Wheel 22parkpca.com • Wheelchair and Lift Procedures • Defensive Driving Driver Training When it comes to training and retraining our driving personnel, our Project Manager and human resources​department​are​very​hands​on​throughout​the​entire​process.​Specific​types​of​training​and​ retraining may include, but not be limited to: • All​Drivers​completing​a​General​Training​Course​and​a​Defensive​Driving​Course​with​PCA- appointed​certified​trainer. • General Transportation Safety procedures, detecting unsafe conditions and the use of equipment (e.g.,​two-way​radios);​incident​reporting,​general​record​keeping,​and​assisting​elderly​and​ disabled​customers​when​applicable. • Drivers’ Safety • Drivers’ Maneuverability Field Test • Ensuring safe vehicle operation in heavily congested areas. • General​Maneuverability​in​confined​areas • Route training (i.e., strict adherence to designated shuttle routes). The​Project​Manager​will​monitor​and​evaluate​employee​performance.​On-site​training​will​also​require​ a​supervisor​or​trainer​to​ride​with​the​operators​in​order​to​monitor​their​proficiency​and​ability​to​provide​ additional assistance as required. Additional​training​will​focus​on​customer​relations,​daily​vehicle​safety​and​operational​checklist​items​ and other operational aspects as required. Drivers undergo a safety and performance test semi-annually and additional training is offered for improving general performance or as necessary for company advancement. To maintain excellent service, PCA also requires employees to attend continued training in customer relations, operational procedures, and safety regularly as a condition of employment. The​Transportation​Management​team​maintains​files​of​all​training​records​at​the​office​performing​ contract​support​functions.​All​records​will​be​made​available​for​inspection​whenever​desired​by​City​ representatives. The driver training process follows the following outline (60-80 Hours – Depending on Experience): 1. Orientation: All employees are required to attend a formal orientation in order to ensure a high degree of courteousness and​to​ensure​that​efficient​service​is​carried​out​for​each​project.​Personal​and​professional​characteristics​ such as politeness, safety, reliability, and a sense of urgency are emphasized to employees as a key part of​their​job.​Company​training​stresses​the​importance​of​teamwork,​which​in​transportation​operations​ means cooperation by all employees to deliver the best service possible and the need for employees to respect and help each other at all times. 2. Review Various Vehicle Specifications: • Charging Infrastructure • Brakes • Steering • Drive train • Suspension • Lights 23parkpca.com • Doors • Seating • Heating and air conditioning • Emergency equipment • Communication equipment 3. Pre- and Post-Trip Inspections: • Proper form completion • A standardized step-by-step inspection Process • Follow​Through​when​problems​are​identified 4. Defensive Driving: • Explain time/distance ratios of large vehicles at various speeds • Braking and acceleration • Apply gradual increases in pressure according to estimated time/distance ratio • Faster for more distance • Slower​for​less​distance • Apply increases in acceleration, according to estimated time/distance ratio • Use of mirrors and signals • Adjust​speed​and​handling​to​actual​conditions​during​daytime​or​nighttime,​Inclement​weather​ (rain,​snow),​or​Emergency​conditions​such​as​earthquake,​power​failure,​severe​storms​and​ flooding,​etc. 5. Safety and Accident Procedures: Passenger Safety • Verify all passengers are seated or holding handrails • Keep​passengers​out​of​stairwells​during​vehicle​operation • Drive​5-10​mph​below​speed​limit​when​vehicle​is​overcrowded • Stop, turn off engine, and apply emergency brake immediately after the accident/incident occurs • Approach individual(s) professionally and courteous • Avoid raising voice • Inform​individual(s)​that​they​must​leave​the​vehicle​and​why • Give​information​on​filing​a​response​to​their​ejection​if​requested • Escort individual(s) off the bus • Ensure other passengers remain still (seated or standing) and calm • Call for security if individual(s) refuse cooperation Personal Driver Safety Habits • Start every shift rested and fed • ABSOLUTELY​no​alcohol​use​at​least​8​hours​before​starting​shift • ABSOLUTELY​no​illegal​drug​use​at​any​time • Take only appropriate dosage of prescription medication, ensure there are no adverse side effects that may affect safety-sensitive job function(s). • Provide​written​authorization​from​physician • Certain​prescription​medications​disallowed​(antihistamines,​codeine,​etc.) • Verify driver licensing and medical cards 24parkpca.com Traffic​Rules​and​Regulations • Speed limits • Posted conditions • Procedures during emergency conditions • Follow​directions​of​law​enforcement​or​other​public​safety​authorities​as​required Accident Procedures • Call for emergency medical assistance if any bodily injury occurs • Notify PCA and the contracting authority if any accident occurs immediately after • Remain​accessible​for​interviews​regarding​accident • Complete all forms, reports, or other documentation required by PCA and the contracting authority on the same day of the accident • Driver escorted by manager for drug and alcohol testing Attendance / Tardiness / Backup Drivers PCA understands that at times, things may happen that may result in a late pickup or drop off. Things such​as​accidents,​construction,​or​unforeseen​traffic​buildup​may​all​lead​to​a​ride​not​being​completed​ in a timely manner. While most times these issues are out of the control of the driver, PCA ensures that dispatch is continuously monitoring service and advising of detours and reroutes to ensure that the service is completed in as close to an on-time manner as possible. In the event of a delay, PCA’s dispatch team also​will​reach​out​to​the​passenger​ahead​of​time​to​advise​of​the​delay​and​any​updated​estimated​ time of arrival. Another​reason​that​service​may​face​a​delay​is​due​to​attendance.​PCA’s​staff​is​subject​to​following​ our​corporate​attendance​policy,​which​will​outline​the​accepted​methods​and​timelines​for​items​such​ as​call-outs.​All​employees​sign​and​acknowledge​(during​the​new​hire​process)​that​they​understand​ the policy and that they are expected to be punctual and regular in attendance. We ensure that they are​all​made​aware​that​tardiness​or​absences​can​cause​problems​for​their​co-workers,​management,​ and​ultimately​the​location​itself.​PCA​staff​is​expected​to​report​to​work​as​scheduled,​on​time,​and​ prepared​to​start​work.​Employees​also​are​expected​to​remain​at​work​for​their​entire​work​schedule,​ except​for​meal​periods​or​when​required​to​leave​on​authorized​Company​business.​The​intent​of​our​ policy​is​to​clearly​define​instances​and​events​that​can​be​categorized​as​attendance​violations​and​ to​present​the​consequences​and​corrective​action​when​attendance​violations​occur. The​policy​itself​defines​and​prescribes​corrective​action​for​three​types​of​attendance​occurrence:​1)​ Call​offs​2)​Tardiness​3)​No​Call-No​Shows.​A​copy​of​the​attendancy​policy​is​available​upon​request.​ | DRUG AND ALCOHOL ABUSE SCREENING POLICIES PCA is audited by LPM Consulting Inc. due to PCA being an FTA sub-grantee under the Los Angeles County Metropolitan Transportation Authority (LACMTA) Pass-through Program. Our goal is to ensure that​we​are​always​in​compliance​with​the​federal​drug​and​alcohol​testing​rules​--​49​CFR​Part​40,​as​ amended (Procedures for Transportation Workplace Drug and Alcohol Testing Programs) and 49 CFR Part 655, as amended (Prevention of Alcohol Misuse and Prohibited Drug Use in Transit Operations). All​employees​are​required​to​undergo​a​pre-employment​drug​and​alcohol​test.​Any​new​hire​must​ have​a​verified​negative​test​before​performing​any​behind-the-wheel​safety​sensitive​functions.​The​ new​hire​is​then​to​proceed​to​a​two-hour​substance​abuse​training​session.​Documentation​of​when​ safety​sensitive​functions​begin​will​be​documented​and​filed​as​well​as​the​release​of​information​form.​ All employees conducting safety-sensitive job functions are placed on the random drug testing pool which​is​completed​quarterly. PCA is concerned about the use of alcohol, illegal drugs, or controlled substances as it affects the workplace.​Use​of​these​substances,​whether​on​or​off​the​job,​can​detract​from​an​employee’s​work​ 25parkpca.com performance,​efficiency,​safety,​and​health,​and​therefore​seriously​impair​the​employee’s​value​to​ the Company. In addition, the use or possession of these substances on the job constitutes a potential danger​to​the​welfare​and​safety​of​other​employees​and​exposes​the​Company​to​the​risks​of​property​ loss or damage, or injury to other persons. Furthermore, the use of prescription drugs and/or over-the- counter drugs also may affect an employee’s job performance and may seriously impair the employee’s value to the Company. PCA has in place comprehensive substance abuse screening policies for FTA (Federal Transit Administration) Accounts and FMCSA (Federal Motor Carrier Safety Administration) Accounts, in addition to​company-wide​Drug​and​Alcohol​Policy.​These​policies​are​attached​in​the​Appendix. Service Policies PCA​will​work​closely​with​the​City​to​develop​service​terms​of​use,​both​at​the​onset​of​the​Agreement,​ as​well​as​making​recommendations​over​time.​It​is​understood​that​PCA​will​conduct​an​anonymous​ satisfaction survey annually to all Diamond Ride cardholders, including registered but inactive cardholders.​The​survey​shall​be​designed​in​collaboration​with​City​staff​and​provided​in​English,​ Mandarin, and Korean. PCA​will​host​monthly​meetings​with​staff​and​rider​focus​groups​to​discuss​relevant​program​concerns​ and​opportunities.​PCA​relishes​these​types​of​opportunities,​as​we​recognize​that​they​provide​us​the​ ability​to​get​to​know​our​core​stakeholders​and​local​constituents. | PERFORMANCE MONITORING During the course of the Agreement, PCA shall continually monitor the transit program’s operations to cooperate​with​the​City​in​developing​and​implementing​recommendations​and​solutions​(addressing​ DAR​no-shows,​strategies​to​boost​ridership,​etc.) PCA​has​carefully​reviewed​Exhibit​C​-​Report​Data​for​Management​Reports​monthly​reporting​ requirements and is fully prepared to comply. PCA​maintains​accurate​records​of​daily,​weekly,​and​monthly​inventory​volume​or​other​cumulative​ data regarding transportation operations as required. Such records may include, but not be limited to: • Ridership Reports • Fare Revenue Collection • Vehicle Service Hours (by vehicle revenue hours and total hours) • Total Vehicle Revenue Miles • Total Vehicle Miles • Revenue (by route – if applicable) • Passenger Travel Time • Daily Vehicle Reports • Vehicle PM Inspections • Accident and Incident Reports • Employee Training and Turnover • Complaints and Compliments • Personnel Evaluations • Late loops and missed loops per billing period • On-Time Performance • Missed Service Hours • Monthly Reports and all supporting documentation Generally,​PCA​retains​this​documentation​for​up​to​five​years​or​as​required​by​a​contracting​authority.​ Records​and​documents​may​be​inspected​anytime​with​reasonable​notice. 26parkpca.com Transportation Performance • Vehicle​Operator​Review:​This​review​serves​as​a​review​test​for​vehicle​operators.​Failure​to​pass​ this​review​will​result​in​retraining. • Internal​Schedules​Review:​Supervisor​/​Manager​will​review​schedules​and​monitor​calls​with​ dispatcher​to​ensure​the​efficiency​of​the​program. • Daily​Passengers:​In​house​transportation​analyst​will​review​the​daily​passenger​report​from​the​ driver to ensure accuracy for the NTD submission. • Unobserved Road Check: Conducted at any time during service hours to ensure that the vehicle operators​are​not​maneuvering​illegally​or​violating​any​laws.​Failure​to​pass​an​unobserved​road​ check​will​result​in​retraining​and​up​to​termination​depending​upon​violation. • Unannounced​Ride​Along:​Supervisors​show​up​at​any​stop​and​ride​along​in​the​vehicle​to​ensure​ that​the​vehicle​operator​is​not​in​violation​of​any​law​and​is​greeting​the​customers​in​a​cordial​ manner​as​well​as​ensuring​that​the​operators​are​in​proper​uniform​and​have​a​neat​appearance.​ Failure​to​pass​an​unannounced​ride​along​will​result​in​retraining​and​up​to​termination​depending​ upon violation. • Daily​Vehicle​Report​(DVR):​Supervisors​will​review​the​operator’s​daily​vehicle​report​to​ensure​that​ the operators are checking the vehicles properly. Failure to properly conduct a DVR may result in disciplinary action. • Unannounced​Vehicle​Inspection​Checks:​Road​supervisors,​trainers,​or​managers​will​observe​the​ vehicle​operators​while​they​conduct​their​daily​vehicle​inspections​to​ensure​that​the​vehicles​are​ inspected​thoroughly.​Failure​to​pass​this​inspection​check​will​result​in​retraining. • Unannounced Fare Audits: Supervisors routinely perform unannounced spot audits of fare collection procedures and reconcile collected fares versus reported passenger counts. PCA​Maintains​an​Employee​Handbook​for​distribution​among​personnel,​a​recent​copy​of​which​can​ be provided upon request. Roles, responsibilities and procedures for all staff in matters ranging from scheduling trips and handling complaints to service information and user policies can be updated as requested by the City. | RECORD KEEPING Data Entry The​data​entry​clerk​enters​trip​sheet​information​into​an​Excel​Workbook​which​includes​a​“Daily​Input”​ spreadsheet.​The​following​data​is​entered: a. Driver name b. Vehicle number c. Time & Odometer – Leave PCA yard d. Time & Odometer – First departure time at First Stop e. Time & Odometer – Last departure time at Last Stop f. Time & Odometer – Ending PCA yard g. Passenger riders h. Passengers fares i. Regular passengers j. Senior passengers k. Children passengers l. Free/Ticket passengers m. Disabled passengers 27parkpca.com n. Wheelchairs o. No​Shows/Cancellations The​above​data​is​totaled​in​the​Excel​workbook​by​day,​which​links​to​other​spreadsheets​in​the​same​ workbook,​including​the​monthly​and​weekend​ridership​summary​reports. The monthly operation summary calculates: • Total hours (Leave yard to return to yard minus fuel time) • Total miles (Leave yard to return to yard minus fuel miles) • Revenue hours (First pick-up to last drop minus fuel time) • Revenue miles (First pick-up to last drop minus fuel miles) Statement of Compliance with NTD Regulations and Definitions We​hereby​affirm​that​our​organization​is​in​full​compliance​with​the​National​Transit​Database​(NTD)​ regulations​and​definitions.​Our​operations​and​data​management​practices​are​aligned​with​NTD​ guidelines to ensure transparency, accountability, and accuracy in our reporting. Key​data​we​collect​and​report​include: • Annual vehicle revenue hours and revenue miles • Annual Dead Head Hours • Annual Revenue Miles • Annual Dead head Miles • Annual Unlinked Passengers • Fleet size and vehicle utilization • Safety incident records and maintenance reports • Passenger counts and service reliability metrics Our dedicated team regularly audits and updates our records to ensure that all required data meets NTD standards and submission deadlines, daily, Monthly and annual . We are committed to maintaining the highest levels of compliance and operational excellence in our transit services. E. Cost for Services Parking Company of America has included a detailed cost proposal to accompany this response. F. Insurance PCA​certifies​that​it​has​the​required​insurance​coverage​as​outlined​in​the​professional​services​ agreement. G. Services Agreement PCA​certifies​that​it​agrees​to​the​City’s​Services​Agreement​terms​and​conditions​and​does​not​have​ any objections or proposed edits. 28parkpca.com Appendix 29parkpca.com Alex Martin Chaves Chief Executive Officer Alex​Martin​Chaves​has​worked​in​the​parking,​fleet​and​transportation​ industry​his​entire​professional​life.​His​expertise​in​developing​parking,​fleet​and​ transportation service companies is the strength he possesses to lead the PCA (Parking Company of America Management) group of entities today. Under his​leadership​as​Chief​Executive​Officer,​PCA​has​embarked​on​an​aggressive​ and​profitable​program​of​developing​new​parking​locations​nationwide,​ securing transportation accounts, and acquiring established parking service and vehicle maintenance companies. He​entered​the​family​business​during​high​school​working​weekends​as​a​Site​Manager​at​locations​in​ Los​Angeles​and​San​Francisco​and​started​his​own​company​during​his​college​years​securing​several​ contracts​in​the​Los​Angeles​area.​By​the​late​1980s,​he​facilitated​impressive​growth​with​his​parking​ service company, 100% in three consecutive years, by employing a full-time professional sales force and by the acquisition of an established parking company in Southern California. Clients currently include Hilton,​Hyatt,​and​Marriott​Hotels,​several​premier​office​buildings,​upscale​restaurants,​hospitals​and​ country​clubs​in​California​and​elsewhere.​ In​1995,​Mr.​Chaves​started​PCA’s​Transportation​Division,​which​includes​shuttle​services​for​fixed-route​ continuous​service,​demand-response​commuting​service,​and​ADA​certified​transportation​service​of​ hospital patients and the disabled. Since then, Mr. Chaves has devoted much effort to acquire and develop​over​250​acres​of​off-airport​parking​properties​and​related​enterprises​nationwide.​He​was​ particularly​instrumental​in​securing​private​and​institutional​lending​to​purchase​real​estate​for​new​ parking​developments,​existing​facilities​for​reorganization,​and​an​established​fleet​service​company​ which​maintained​fleet​vehicle​contacts​in​and​around​Los​Angeles​County.​ During​the​past​several​years,​he​has​guided​the​Company​to​another​level​of​unprecedented​growth.​ From off-airport locations across the United States, he envisions continued expansion in those markets of every​other​division​in​the​company:​parking​management,​transportation,​and​fleet​services.​ In​2012,​Alex​opened​a​new​facility​at​3100​Sylvan​Road​in​Atlanta,​GA.​Peachy​Airport​Parking​is​the​ closest​Atlanta​ATL​off-airport​parking​facility.​He​purchased​a​500,000​sq’​warehouse​and​converted​ it​into​a​completely​Indoor​parking​facility​with​1,500​parking​spaces.​Additionally,​Alex​developed​an​ Outdoor​facility​with​1,500​spaces​for​a​total​of​3,000​parking​spaces.​The​indoor​facility​is​Atlanta’s​only​ completely enclosed, indoor & climate-controlled Parking Facility. Mr.​Chaves​is​a​graduate​of​Loyola-Marymount​University​of​Los​Angeles​with​a​Bachelor​of​Science​in​ Business​Administration.​Currently​he​is​an​active​member​of​the​LMU​Latino​Alumni​Association​where​he​ serves​as​President.​He​received​LMU’s​Distinguished​Alumni​Award​and​in​2012​he​was​selected​as​one​ of​58​distinguished​LMU​alumni​who​have​excelled​in​their​fields:​the​profiles​of​the​honorees​are​featured​ in​the​“I​AM​LMU”​exhibit​lining​the​hallways​of​the​Charles​Von​Der​Ahe​Building​on​the​LMU​campus.​ Mr. Chaves serves on LA 2024 (Los Angeles 2024 Olympics Board of Directors). Additionally, Mr. Chaves is a former member of Loyola Marymount University Board of Trustees, a former Board Member of the East​Los​Angeles​YMCA​and​a​former​Board​Member​and​Chapter​Chairman​of​the​Young​Presidents’​ Organization​(YPO)​San​Gabriel​Valley​Chapter,​a​prestigious​international​professional​organization​ recognizing​the​accomplishments​of​company​presidents​and​chief​executive​officers​before​age​40.​ He​is​a​member​of​the​YPO​SGV​Gold​and​YPO​Angeleno​Gold​Chapters.​In​addition,​he​is​an​avid​golfer​ and member of the Los Angeles Country Club, and a member of the California Club. Mr. Chaves and his​wife​Nora​have​four​children​and​reside​in​Manhattan​Beach,​California.​ 30parkpca.com Eric Chaves President, General Counsel Eric Chaves is President and General Counsel for PCAM, LLC d/b/a Parking Company​of​America​(PCA)​and​has​been​with​the​company​since​1997.​He​ has been an important part of the company’s exponential expansion in PCA’S parking and transportation services by spear heading the company’s acquisition and​organic​growth​strategy.​He​oversees​the​day-to-day​operations​of​PCA​ which​has​over​1,000​employees​and​over​$50,000,000​in​annual​sales.​All​senior​ management reports directly to him. As head of the Legal Department, he approves all contracts, the legal​side​of​all​transactions,​manages​litigation,​and​controls​special​legal​work​by​outside​counsel. Mr. Chaves is a founder and former board member of ProAmerica Bank, in Los Angeles, the largest Hispanic​owned​bank​in​Los​Angeles,​which​was​later​sold​to​Pacific​Commerce​Bank​in​early​2016.​ Mr.​Chaves​is​also​board​member​of​the​Georgetown​Law​Center,​Los​Angles​Library​Foundation​and​ Young​Presidents​Organization​(Beverly​Hills​Chapter),​He​was​also​a​former​Civil​Service​Commissioner​ of Los Angeles. He is or has been a member of the California State Bar, the American Bar Association, the Los Angeles County Bar Association, the Los Angeles District Court, Mexican American Bar Association and the Central District Court of California. Mr.​Chaves​received​his​JD​from​Georgetown​University​Law​Center​in​1992.​He​earned​his​BA​in​Political​ Science from the University of California at Los Angeles in 1989. 31parkpca.com Renee Valdes Executive Vice President Mrs.​Renee​Valdes,​Executive​Vice​President,​has​worked​for​Parking​Company​ of​America​her​entire​professional​life.​Renee​started​working​in​the​family​ business​at​the​age​of​15.​Starting​as​parking​booth​cashier,​Renee​went​on​to​ oversee Parking Companies of America’s airport operations encompassing 21 parking operations from coast to coast. Most recently, Renee oversees the companies Auditing, Risk Management and Human Resources Departments, encompassing compliance, insurance operations and Workman’s Compensation. Insurance Safety and Compliance are a number one priority. Her diligence and guidance​has​resulted​in​a​safe​work​environment​for​PCA’s​entire​staff. Mrs. Valdes is a graduate of University of California, Irvine, earning a bachelor’s Degree in business. Currently,​Renee​serves​on​the​following​boards: • Dolores Mission • Habitat for Humanity • Archdiocese​of​Los​Angeles​Cardinals​Awards​Dinner • Catholic Education Foundation • Catholic Association of Latino Leaders Past​Board​Affiliations: • St. Marks Episcopal School Board of Trustees • St. Philip The Apostle School Board (President) • Ronald McDonald Camps Board Member • Weingart​YMCA​Board​member Renee is a Lady, in the Equestrian Order of the Holy Sepulcher of Jerusalem, a member of Legatus and a member of the California Club and Annandale Golf Club. Renee​has​been​Married​for​29​years​and​has​two​adult​daughters.​She​and​her​husband​reside​in​ Pasadena, CA. 32parkpca.com Pep Valdes Executive Vice President Mr.​Valdes​has​worked​for​Parking​Company​of​America​for​the​past​15​years.​ Pep is responsible for overseeing and implementing all aspects of business development activities including location start up and management. Pep based in Los Angeles and serves as PCA’s liaison and representative to the contracting authorities. Through his extensive experience in the parking and transportation industry, Mr. Valdes has been instrumental in the continued growth​of​PCA.​Prior​to​joining​PCA,​Pep​spent​30​years​in​the​Mortgage​Industry​overseeing​and​ managing a sales force 150 strong. Mr.​Valdes​believe​in​giving​back​to​the​community,​he​currently​serves​on​the​following​Boards: • Board​of​Directors,​YMCA​of​Metropolitan​Los​Angeles • Board of Trustees at PBS So Cal • Board of Governors at White Memorial Medical Center, • Member and Past Board Chair of the White Memorial Medical Center Charitable Foundation, • Board​of​Trustees,​National​Association​of​Elected​&​Appointed​Officials​(NALEO)Education​Fund • Board Member and Past President of the Los Angeles chapter of the Catholic Association of Latino Leaders (CALL) • Committee Co-Chair for the Queen of Angels Center for Priestly Formation. • Member & Past President of Legatus Past​Board​affiliations: • Past Board President of the Board of Trustees at East L A Classic Theater • Past​Board​member​and​Secretary​of​the​Pasadena​YMCA • Past School Board Member of Blessed Sacrament School Mr. Valdes is a Knight of the Equestrian Order of the Holy Sepulcher of Jerusalem, a member of the California​Club​and​Annandale​Golf​Club.​Pep​has​been​married​for​29​years​and​has​two​adult​ daughters. He resides in Pasadena, CA. 33parkpca.com Suzie Cooley Senior Vice President Suzie​Cooley​is​currently​the​Senior​Vice​President​for​PCA​and​has​been​with​the​ company since 2006. She is responsible for more than 1400 employees in more than 185 locations. All Vice Presidents report directly to her. Mrs. Cooley has more than 25 years of experience in the management of Operations, Human Resources,​and​Safety​and​Compliance​within​the​Parking​and​Transportation​ Industries. Mrs.​Cooley​attended​California​State​University​Long​Beach​where​she​majored​in​Business​Administration.​ She later obtained her Masters’ Degree in Human Resources Management from Trident University International. She​maintains​memberships​with​Society​of​Human​Resources​Management​(SHRM),​California​Chamber​ of Commerce (CCC), and National Seminars (NST). Mrs. Cooley strives to continue her education in current​processes​and​operational​training​programs​to​create​new​and​exciting​training​programs​for​ our staff. Mrs. Cooley has spent more than 20 years volunteering to raise money for Hospice programs through CHW,​where​she​coordinated​the​activities​of​200​plus​volunteers​and​provided​Fund​Raising​Event​ planning.​Mrs.​Cooley​is​an​ardent​supporter​of​the​Long​Beach​Police​Officer’s​Association​(LBPOA).​ She​is​also​an​active​volunteer​with​Elementary​and​Junior​High​Schools​and​The​Boys​and​Girls​Clubs,​ providing counseling and guidance to our youth, as they are our future. Mrs. Cooley is very passionate about preserving our environment for future generations and is a member of the National Parks Conservation Association (NPCA) and participates in coastal and desert cleanup activities​regularly.​She​is​also​a​volunteer​with​the​Bureau​of​Land​Management​(BLM),​helping​to​care​ for our nation’s natural and cultural resources. 34parkpca.com Aaron Chaves Vice President of Operations A​current​Board​Director​with​the​National​Parking​Association’s​Women​ in Parking and a member of the organization’s “40 Under 40” Class of 2018, Aaron​Chaves​is​a​business-focused​and​driven​management​professional​with​ over 20 years of experience in driving operational processes. His documented successes in strategic business planning, parking and transportation management​operations,​organizational​leadership,​financial​management,​ sales​management,​and​team​building​have​all​solidified​Aaron​as​a​respected​professional​within​the​ industry. Born into a family of parking professionals, Aaron has received his training and mentorship from industry veterans​that​individually​each​have​more​than​60​years’​worth​of​parking​experience.​It​is​this​leadership​ that​has​allowed​for​Aaron’s​vision,​strategies,​and​operations​leadership​to​continue​to​evolve​as​the​ industry evolves and to further develop his core industry competencies. Said competencies include, but are not limited to: • Operations Management (Parking & Transportation) • Business​Development​(RFP​Process,​Sales,​Client​Retention,​Client​Growth) • Legal Contracts and Agreements • Staff Retention & Team Building • Accounting • Process Improvement • Payroll Throughout his professional career, Aaron has successfully led the operation and strategic direction of various facilities and business units through the management and hands-on guidance of high- performance teams, oversight of company functions, and the execution of operational management methodologies.​Aaron​is​well​versed​in​driving​business​development​objectives​including​team​building​ and​performance,​contract​management,​increasing​sales​and​profitability,​and​cost​control.​Possessing​ strong business acumen, Aaron has earned his track record of being able to manage complex business initiatives​through​the​conceiving,​developing,​and​implementation​of​strategies​that​drive​growth,​ market positioning, and exceptional, rather than expected results. This success includes the turnaround and transformation of failing business units. Aaron​is​currently​enrolled​at​the​University​of​Phoenix,​finalizing​the​completion​of​his​Bachelor​of​Science​ (BS) Degree in Business Administration and Management in mid-2024. Additionally, also in 2024 Aaron will​be​finalizing​his​Certified​Parking​Professional​(CPP)​and​Certified​Administrator​of​Public​Parking​ (CAPP)​certifications. 35parkpca.com Mario Cadenas Vice President of Transportation Mr.​Mario​Cadenas​has​been​employed​with​PCAM,​LLC​for​more​than​30​years,​where​he​currently​ holds the position of Vice President of Transportation. Mr. Cadenas’ responsibilities have increased as he continues to gain Transportation and Parking Management​knowledge​and​experience​in​managing​all​types​of​transportation​and​parking​contacts,​ with​methods​of​maximizing​good​customer​service​and​revenue​maximization.​ Mr.​Cadenas​is​a​DMV​certified​Driver​Trainer,​and​his​professional​qualifications​include​driving​experience​ with​a​Class​“B”​passenger​endorsement​license​and​a​CPR​certificate. As the Vice President of Transportation for the Greater Los Angeles area, Mr. Cadenas is responsible for the day-to-day operations of our Transportation and Parking Management Service Division. His responsibilities include, but are not limited to overseeing over 90 employees and management of 20 contracts,​training,​being​a​liaison​between​contracting​authorities​and​PCAM,​cash​management,​ monitoring contracts, enforcing company policies and procedures, safety training, preparing monthly reports, expense statements and invoices, managing all aspects of the preventive maintenance program and preparing monthly sales reports for our Fleet Services Division. Other responsibilities include managing all aspects of Preventive Maintenance of buses and conducting Employee safety training meetings. At​the​Los​Angeles​Union​Station​Mr.​Cadenas​began​his​career​with​PCAM​as​a​Valet​Attendant​/​ cashier​in​1985​to​1997,​working​on​Full​time​basis.​Since​then,​Mr.​Cadenas​has​steadily​moved​up​the​ corporate​ladder.​In​1997,​Mr.​Cadenas​was​transferred​to​the​Transportation​Management​Division​ bringing​with​him​more​than​12​years​of​experience​in​the​parking​industry.​Mr.​Cadenas​joined​PCAM’s​ Transportation​Division​as​driver​for​SC​DC​contract,​where​he​began​to​acquire​his​experience​in​the​ transportation business. After​acquiring​his​credentials​as​a​DMV​Certified​Trainer​for​Class​“B”​License​driving​instructor.​In​early​ 1998,​Mr.​Cadenas​was​promoted​to​Transportation​Supervisor​where​he​was​responsible​for​reviewing​ driver vehicle operations, training drivers, overseeing that driver conducting their vehicle inspections, conducting unobserved road checks, and conducted random inspections for safety and regulations. Under the guidance of the Vice President of Operations and balance of the PCA Executive Team, Mr. Cadenas oversees the daily operations for all contracts including, but not limited to locations such as: • DHS-Harbor UCLA Medical Center • Children’s Hospital Los Angeles • Adventist Health White Memorial • City​of​Lynwood • City of San Fernando • City of Bell Gardens • City of Covina • City of Cudahy 36parkpca.com Drug and Alcohol Abuse POLICY STATEMENT PCAM, LLC (hereinafter referred to as “the Company”) is dedicated to providing safe, dependable and efficient services to our customers. We recognize that our safety-sensitive employees’ use of illegal drugs and misuse of alcohol poses a significant risk to public safety, as well as the employee’s health and wellbeing. PCAM, LLC maintains a zero-tolerance policy regarding use of drugs and alcohol in the workplace. • Safety Sensitive employees will be subject to all sections outlined in this policy. o “Safety Sensitive” employee is defined to be employees working at a medical facility, medical related position and/or a transportation contract. • Non safety sensitive employees will be subject to the post-accident and reasonable suspicion testing outlined in this policy. In view of this, the Company has adopted this Policy (“Policy” herein) that is designed to: 1. Create a work environment free from the adverse effects of drug abuse, alcohol misuse, and use of impairing prescription or over-the-counter drugs; 2. Deter and detect employees’ use of illegal drugs and misuse of alcohol; 3. Prohibit the unlawful manufacture, distribution, dispensing, possession, or use of controlled substances; 4. Encourage employees to seek professional assistance anytime personal problems, including drug or alcohol dependency, adversely affect their ability to safely perform their assigned duties; and 5. Discipline employees who violate the Policy, up to and including termination. *Please note, employees working under the Department of Transportation (DOT) will be subject to the Substance Abuse Policy for the Federal Transit Administration (FTA) and/or Federal Motor Carrier Safety Administration (FMCSA) agency. PURPOSE The purpose of this policy is to ensure the safety and well-being of our employees, customers, and the public by prohibiting the use of drugs and alcohol in the workplace, particularly in positions such as valet and driver where employee responsibilities include the operation of motor vehicles. Prohibited Substance: The use, possession, sale, or distribution of illegal drugs or alcohol while on duty, on the premises of the workplace, or while operating any company-owned vehicle or equipment is strictly prohibited. The Company is concerned about the use of alcohol, illegal drugs or controlled substances as it affects the workplace. Use of these substances, whether on or off the job can detract from an employee's work performance, efficiency, safety, and health, and seriously impair Company operations. In addition, the use or possession of these substances on the job constitutes a potential danger to the welfare and safety of other employees and exposes the Company to the risks of property loss or damage, or injury to other people. 37parkpca.com The proper use of medication prescribed by an employee’s physician is not prohibited at work; however, the company does prohibit the misuse of prescribed medication. Furthermore, the use of prescription drugs/and or the over-the-counter drugs also may affect an employee's job performance and may seriously impair the employee's safe job performance. Any employee who is using prescription or over-the-counter drugs that may impair the employee's ability to safely perform the job, or affects the safety or well-being of others, must notify a supervisor of such use immediately before starting or resuming work. TYPES OF TESTING Pre-Employment Testing: All candidates applying for a “Safety Sensitive” Position must undergo pre-employment drug and alcohol testing. Only candidates who pass the testing requirements will be considered for employment. Random Testing: Employees in “Safety Sensitive” positions are subject to random drug and alcohol testing throughout their employment. The frequency and method of testing will be determined by the company. Reasonable Suspicion Testing: If there is reasonable suspicion that an employee is under the influence of drugs or alcohol while on duty, the employee may be required to undergo testing. Post-Accident Testing: Any employee involved in a workplace accident, regardless of fault, must undergo drug and alcohol testing as soon as possible following the incident. POST-ACCIDENT PROCEDURES • Immediate Response: In the event of a workplace accident involving an employee, supervisor and/or manager, immediate action must be taken to ensure the safety of all individuals involved and to prevent further accidents. • Medical Attention: If anyone is injured in the accident, medical attention should be sought immediately. The safety and well-being of individuals involved are the top priority. • Accident Report: A detailed accident report must be completed by the employee involved in the accident and/or by a supervisor and manager. The report should include information such as the date, time, location, description of the accident, and any injuries sustained. Please refer to “Red Safety Folder” for forms. • Drug and Alcohol Testing: As per the company's drug and alcohol testing policy, any employee involved in a workplace accident must undergo testing for drugs and alcohol as soon as possible following the incident. Under no circumstances will the employee be allowed to drive himself or herself to the testing facility. A member of management must transport the employee. • Investigation: An investigation into the cause of the accident will be conducted to determine if any policies or procedures were violated and to prevent similar accidents in the future. 38parkpca.com • Reporting to Authorities: If required by law, the accident will be reported to the appropriate authorities in a timely manner. CONSEQUENCES Consequences of Violation: Violation of this policy, including testing positive for illegal or controlled substance, or alcohol, may result in disciplinary action, up to and including termination of employment. The following rules and standards of conduct apply to all employees while on Company property, at work, or working on Company business. The following are strictly prohibited by Company policy: o Being under the influence of, or impaired by, an illegal or controlled substance, or alcohol o Using or possessing illegal or controlled substances, or alcohol while on the job (including the illegal use of prescription drugs and possessing drug paraphernalia) o Driving a Company vehicle while under the influence of alcohol; and o Distributing, selling, or purchasing of an illegal or controlled substance, or alcohol while on the job. Violation of these rules and standards of conduct will not be tolerated. The Company also may bring the matter to the attention of appropriate law enforcement authorities. In order to enforce this policy, the Company reserves the right to conduct searches of Company property or employees and/or their personal property, and to implement other measures necessary to deter and detect abuse of this policy. An employee's conviction on a charge of illegal sale or possession of any controlled substance while off Company property will not be tolerated because such conduct, even though off duty, reflects adversely on PCAM, LLC. In addition, the Company must keep people who sell or possess controlled substances off Company premises to keep the controlled substances themselves off the premises. Any safety-sensitive employee who has a verified positive drug result, or alcohol test result at 0.04 or above, or refuses to submit to a drug or alcohol test (including adulteration or substitution) shall be: • Immediately removed from service. • referred to at least two Qualified SAPs for evaluation, education or treatment and provided educational materials. If an employee’s alcohol test result is between 0.02 - 0.039, the employee will be removed from safety-sensitive duty for at least 8 hours, or if the employee is retested, the result must be below 0.02 before he/she can be allowed to perform safety-sensitive work. 39parkpca.com Under the Company policy, employees who have a verified positive result for drugs or test for alcohol at 0.04 BAC or above, or refuse a required test are subject to immediate removal from safety-sensitive duty, referral to two SAP’s, and disciplinary action up to and including termination. The Company will encourage and reasonably accommodate employees with alcohol or drug dependencies to seek treatment and/or rehabilitation. Employees desiring such assistance should request treatment or rehabilitation leave. The Company is not obligated, however, to continue to employ any person whose performance of essential job duties is impaired because of drug or alcohol use. Additionally, employees who are given the opportunity to seek treatment and/or rehabilitation, but fail to successfully overcome their dependency or problem, will not automatically be reemployed or be given a second opportunity to seek treatment and/or rehabilitation. This policy on treatment and rehabilitation is not intended to affect the Company's treatment of employees who violate the regulations described previously. Rather, rehabilitation is an option for an employee who acknowledges a chemical dependency and voluntarily seeks treatment to end that dependency. 40parkpca.com Passio ParaPlan Demand Response Transit ParaPlan –Client Window 41parkpca.com ParaPlan –Reservation Window ParaPlan –Scheduling Window 42parkpca.com ParaPlan –Auto Scheduling Window ParaPlan –Dispatch Window 43parkpca.com ParaPlan –AVL Window ParaPlan –Medicaid Trip Imports 44parkpca.com Passio ParaPlan Driver App ParaPlan –Driver App (iPad) 45parkpca.com ParaPlan –Driver App (iPad) ParaPlan –Driver App (iPad) 46parkpca.com ParaPlan –Driver App (iPad) ParaPlan –Driver App (Android & iPhone) 47parkpca.com Passio ParaPlan Reporting & Tools ParaPlan –Data Collection 48parkpca.com ParaPlan –Driver & Vehicle Management ParaPlan –Invoicing & Payments Window 49parkpca.com ParaPlan –Reporting Window ParaPlan –Reporting Window 50parkpca.com Passio ParaPlan Connect & IVR ParaPlan Connect –Ride Request Portal Embedded Google Maps search tool… 51parkpca.com Then type in drop off address (or click map) to set your destination… ParaPlan Connect –Rider App (Web) ParaPlan Connect –Rider App (Mobile Web) Trip Status Updates 52parkpca.com Real-Time ETA >>> ParaPlan Connect –Rider App (Mobile Web) The entire subscribed rider list is displayed first... Connect –Program Admin (e.g. Payer) Grant access to Program Administrators, Payers, Contracts, and Mobility Managers. They will be limited to view only the riders belonging to their associated program. 53parkpca.com ParaPlan –IVR Appointment Reminders Smarter scheduling, dispatching and reporting software Cut waste, simplify operations and keep your riders and drivers happy with an all-in-one software solution built for Paratransit and NEMT. www.paraplansoftware.com by 54parkpca.com Connect Rider Solution Feature Walkthrough Prepared for PCA Transportation Connect Rider –Login Goto https://connect.paraplansoftware.com/ Step 1 -Goto https://connect.paraplansoftware.com/ Step 2 –Enter email and password provided by PCA. Step 3 –Click ‘SIGN IN’The entire AppleCare rider list is displayed first... 55parkpca.com Connect Rider –Requesting a Ride Search for existing rider in top search bar. If rider exists, click ‘REQUEST TRIP’ next to their name.If rider does NOT exist, click "+" at bottom-right or select "New Request" from top-left menu. Connect Rider –Requesting a Ride Input new rider information: First Name, Last Name, Phone, Birthday, Email, and any rider notes. Then type in the pickup address (or place) using the embedded Google Maps search tool… 56parkpca.com Connect Rider –Requesting a Ride After the addresses/places have been verified, a route map is displayed with estimated time/distance. Then type in drop off address (or place) using the embedded Google Maps search tool… In the TIMES section, select “Dropped Off”, Date, and Time. Connect Rider –Requesting a Ride In the MORE INFORMATION section, complete the Wheelchair, Accessibility, and Extra Riders After TIMES are completed, select the Return Type. Is this a one-way trip, a will-call, or a trip with a known return pick up time? Click REQUEST TRIP to submit your trip to PCA. 57parkpca.com Connect Rider –Requesting a Ride Connect CONFIRMATION screen. Request confirmation email. Request approval email with trip number, estimated pick up time and estimated drop off time. parkpca.com