HomeMy WebLinkAbout_Diamond Bar - Durham School Services - SubmissionDURHAMSCHOOLSERVICES.COM
2601 Navistar Drive • Lisle, IL 60532
School Bus Transportation Table of Contents
Table of Contents 1
Letter of Introduction 2
References 3
Cost for Services
Bid Form 4
Pricing Details 6
Insurance 7
Contractor Information and Qualifications
Service Overview 8
Service Request Process / After-Hours 9
Durham-at-a-Glance 10
Company Overview 11
Additional Information
Driver Hiring and Training 16
Safety 43
Equipment and Maintenance 65
W9 80
Deviations/Exceptions for Consideration 81
Response Page 1
2713 River Ave | Rosemead, CA 91770 | P: 714.267.7936 | Paul.Egger@NELLC.com | durhamcharterservices.com
FULL-SERVICE TRANSPORTATION ROUTE OPTIMIZATION AND SCHEDULING SPECIAL NEEDS EXPERTISE CHARTER BUS SERVICE
January 30, 2024
City of Diamond Bar
Attn: Andee Williams, Recreation Supervisor
RE: Shuttle Services – City of Diamond Bar – Special Events
Dear Andee Williams,
Durham School Services is pleased to submit the enclosed response for the City of Diamond Bar’s RFP for
“Shuttle Services – City of Diamond Bar – Special Events”. I am confident we are the right choice to
provide your passengers with safe reliable transportation. My name is Paul Egger, I will be your point of
contact for this proposal. Additionally, we accept the terms and conditions identified in the District’s
Contract.
Paul Egger
Vice President, Charter
2713 River Ave
Rosemead, CA 91770
Paul.egger@NELLC.com
714.267.7936
We have over 100 years of experience, and we currently partner with more than 400 school districts and
municipalities across the United States. Many municipalities and school districts throughout the country
have found that contracting with Durham has enabled them to not only solve their transportation
challenges, but to also control costs while maintaining the highest safety standards, service, and
accountability.
Our customer retention rate is one of the highest in the school bus transportation industry and it didn’t
happen by chance. We believe our personal attention to our partners’ needs, our commitment to safety
and our customer service philosophy and practices are the reasons our clients are satisfied. Our proactive
approach to superior customer service sets us apart from the rest. Thank you for the opportunity to
continue our mutually beneficial partnership with you.
Respectfully,
Paul D. Egger
Vices President, Charter
Response Page 2
School Bus Transportation References
Ventura County Fairgrounds
Event Shuttle Bus Services
Heidi Ortiz
Hortiz@venturacountyfair.org
805-648-3376 x106
Town of Flower Mound, TX
Event Shuttle Bus Services
Chuck Jennings
Chuck.jennings@flower-mound.com
972-874-6273
San Gabriel USD
408 Junipero Serra Dr
San Gabriel, CA 91776
Melissa Hernandez
626-451-5429
Response Page 3
Exhibit B
Company Name
Address
Name & Title
Phone
Email
Item Description Quantity Item Cost Total Cost
Shuttles - 7am until
6:30pm
Two (2) shuttles with
continual shuttle service
between specifies locations:
Diamond Bar Center (1600
Grand Ave) and Calvary
Chapel Golden Springs
(22324 Golden Springs) from
7am to 6:30pm
1
Shuttles - 9am until
6:30pm
Two (2) shuttles with
continual shuttle service
between specifies locations:
Diamond Bar Center (1600
Grand Ave) and Calvary
Chapel Golden Springs
(22324 Golden Springs) from
9am to 6:30pm
1
Fees 1
Tax 1
Total 1
CITY OF DIAMOND BAR: COST PROPOSAL - BID SHEET
GOOD/SERVICE
Additional Details
Response Page 4
Exhibit B
Signature
Date
Printed Name
Title
Company Name
ACKNOWLEDGEMENT OF REVIEW
“I affirm that I have reviewed the Request for Proposal (RFP). I have completed the Cost
Proposal - Bid Sheet to the best of my knowledge. I understand that all information
submitted about this RFP may be subject to the provisions of the Public Records Act. The
City shall have the right to terminate at any time any contract awarded to an RFP response
that contains false information.”
Response Page 5
School Bus Transportation Pricing Details
Bus Type:
School Bus
Buses:
Four (4) School Buses will be utilized.
Three (3) Buses will accommodate up to 48 Adults sitting 2 per seat.
One (1) Bus will be lift-equipped and accommodate 24 Adults sitting 2 per seat
and 4 wheelchairs, assigned to 7am shuttle service.
An additional Aide will be provided on the lift bus.
Continuous service.
All buses operated by licensed School Bus Drivers.
Additional Charges:
Cleaning beyond what is normal and customary, $75.00.
Biological cleanup as quoted.
Buses cancelled within five (5) business days: $200.00 per bus.
Late Booking/Change within (5) business days of trip, subject to a fee of $50.00 per bus.
Response Page 6
Willis Towers Watson Northeast, Inc.
c/o 26 Century Blvd
P.O. Box 305191
Nashville, TN 372305191 USA
National Express LLC
2601 Navistar Drive
Lisle, IL 60532
Evidence of Insurance
10/26/2023
1-877-945-7378 1-888-467-2378
certificates@willis.com
ACE American Insurance Company 22667
Old Republic Insurance Company 24147
W30747008
A
5,000,000
5,000,000
5,000
5,000,000
5,000,000
5,000,000
HDO G48901657 11/01/2023 11/01/2024
A
5,000,000
11/01/202411/01/2023ISA H10821526
MWC 314263 23B 3,000,000No11/01/2023 11/01/2024 3,000,000
3,000,000
317849724844931SR ID:BATCH:
Willis Towers Watson Certificate Center
Page 1 of 1
Evidence of Insurance
Response Page 7
School Bus Transportation Service Overview
Durham will utilize its centralized Charter Contact Center as a single point of
contact for all requests in addition to any follow-up or back-office needs. This
approach will facilitate streamlined communication between our organizations.
Durham School Services is committed to providing you with safe and reliable
transportation for your students and passengers, we understand the importance
of partnering with an experienced, dependable, and consistent transportation
provider.
Durham School Services, L.P.
2713 River Ave
Rosemead, CA 91770
Response Page 8
School Bus Transportation After Hours Contact
Trip Request Procedures
After Hours Contact:
Should the need arise to contact a location after-hours, all trip confirmations
contain the name of the Service Center operating the trip, and the location’s
contact number.
Additionally, our Charter Center Manager, Britt Bogust, may be reached after-
hours at 818-282-6198, or via e-mail at BBogust@DurhamSchoolServices.com.
Trip Request Procedure:
All requests will be received by our Charter Contact Center where our dedicated
customer service team will be your primary point of contact. For additional
details please see Service Approach. To contact our dedicated charter center,
please use one of the following methods:
Phone: 833-698-7474
E-mail: NXCquotes@NationalExpressCharter.com
Web: NationalExpressCharter.com
Once a request is received, our team will confirm availability with our supporting
locations. Once availability has been established, a trip confirmation will be
provided, that will include the trip’s details. All contact from booking to billing
will be provided by our dedicated center. The only time you would need to
contact anyone else would be the day of the trip. On these days, we ask our
customers to contact the operating location directly, to help expedite any
requests, and minimize potential delays, or extra calls needed by the customer.
Response Page 9
Durham School Services At-A-Glance
durhamschoolservices.com
OUR
VISION AND VALUES
Our vision is to deliver
service excellence to earn
the partnership, loyalty and
trust of our customers and
employees.
SAFETY • PEOPLE • CUSTOMERS
COMMUNITY • EXCELLENCE
CLIENT BENEFITS
• Unmatched Safety Programs
• Optimal Cost Savings
• Exceptional Customer
Service
• Proven Operational Practices
• Industry Expertise and
National Resources
1917
Founded
in
1917
15,500+
Vehicles
Operated
400+
School
Districts
1,000,000+
Students
Transported
Daily
Operating in 29
States
170+
Customer
Service
Centers
19,500+
Employees
in the US
Durham has been providing safe and reliable transportation to students across the
United States since 1917. With our expertise and national resources, you will
no longer have to worry about: new bus capital, routing issues, bus breakdowns
and recruiting and training drivers.
FIXED ROUTE ▪ DEMAND RESPONSE ▪ COMMUTER ▪ SHUTTLE ▪ TROLLEY ▪ DISPATCH AND SCHEDULING ▪ MAINTENANCE ▪ TECHNOLOGY
Updated 10/26/18
Response Page 10
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School Bus Transportation Company Overview
Durham School Services can trace its history back to a three-bus company started in
1917 in the San Gabriel Valley of California, providing student transportation service to
the Rosemead School District, a community we still serve today. In its early years,
Durham concentrated in special education transportation. This specialization has helped
us to nurture a unique commitment to quality service that remains throughout our
company today.
Headquartered in Lisle, Illinois, Durham School Services is part of the school bus
transportation division of National Express LLC (NELLC). National Express Group (NEG) is
our parent company and is located in the United Kingdom.
Our Company’s Vision and Values
VISION
Our vision is to deliver service excellence to earn the
partnership, loyalty and trust of our customers and
employees.
With combined resources, our organization operates more than
15,500 school buses, employs more than 19,500 people, and
serves more than 400 school districts in 30 states and three
provinces.
NELLC Corporate
Headquarters
Located in metro Chicago
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VALUES
Durham School Services is pleased to have the opportunity to partner with your district;
we are committed to serve you safely and to provide the personal attention you need
for successful transportation services. Our operations focus on our five core values:
Safety, Customer, People, Community and Excellence.
Safety
Safety Performance
No one takes safety more seriously than we
do; our goal is zero accidents. With
collaborative support from our employees, we
have created a safer atmosphere by
encouraging open discussions on safety
concerns and by hiring strong managers who
make sure employees have the appropriate
training and equipment to safely perform their
jobs.
Customers
Retention
Our customer retention rate is one of the
highest in the school bus transportation
industry; we’re proud to have maintained a
high level for the past several years. We
believe our personal attention to our district
partners’ needs, our commitment to safety,
and our customer service philosophy and
practices are just some of the reasons our
customers are so satisfied with us.
Exceptional Customer Service
Our vision is to earn the lifetime loyalty of each district by delivering safe, high quality,
passenger transport services.
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We will work closely with you and are always open to suggestions to
ensure your program is the best it can be. Our goal is to deliver a smooth
and seamless partnership between your district and Durham School
Services.
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School Bus Transportation Company Overview
People
We Are a People Business
From the students and passengers we
transport safely every day to our outstanding
team members making a difference in the
communities where we live and work, it’s all
about people.
Enjoy the Ride Program
We know how important our people are to the
success of our organization. Our employee
relations program, Enjoy the Ride, was
designed to acknowledge the effort and contribution employees make to our company
every day.
Employee Diversity
Our company has a long history of employing a diverse workforce. Our focus is treating
people with trust and respect and never tolerating discriminatory behavior. Through our
equal employment opportunity policy and management training program, managers
and supervisors are well versed in our zero tolerance nondiscrimination policies.
Community
Communications and Social
Media
POSITIVE DISTRICT RELATIONS
Our communications department works closely
with districts to publicize important news
affecting local school bus services. We are
responsive to newspaper, radio and television
media, and have a history of success at
improving the public image of school bus
transportation.
SUPPORTING YOUR DISTRICT’S EVENTS
We look forward to supporting your district’s community events and district projects.
Our community involvement includes donating buses, collecting goods for families in
need and active participation in local charity events in your community.
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SOCIAL MEDIA
We understand the importance of social media and the expectation for company
information to be available online and in real-time. We encourage district
administrators, parents, employees and the community to join us to learn about job
fairs, community events, awards and employee recognition programs.
Facebook: www.facebook.com/DurhamSchoolServices
LinkedIn: http://www.linkedin.com/company/durham-school-services
Twitter: @DurhamSchoolSvc
YouTube: http://www.youtube.com/user/DurhamSchoolServices
Instagram: https://instagram.com/durham_school_services/
Website: www.durhamschoolservices.com
Community Diversity
MINORITY BUSINESS ENTERPRISE PARTICIPATION
Our company is proud to support local minority-owned businesses and vendors. We will,
in good faith, continue to support minority businesses within your community.
Excellence
As part of our commitment to excellence and
continuously increase our value offering to our
customers and employees, we have a
dedicated organization focused on driving
efficiencies throughout our organization,
embed best practices and sustain a culture of
innovation. Our management operating
system incorporates lean and six sigma
methodologies to constantly identify and
eliminate barriers to performance excellence
and empower our employees to provide the
best in class service to our customers.
Taking Maintenance Excellence to the Next Level
Maintenance technicians are a critical part of our mission to getting children to school
safely, on time and ready to learn®. Providing safe student transportation starts with
putting safe vehicles on the road. To foster excellence in its maintenance operations, we
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School Bus Transportation Company Overview
support our maintenance
professionals who work to achieve
master technician certification by the
National Institute for Automotive
Service Excellence (ASE), an
independent, non-profit organization
that works to improve the quality of
vehicle repair and service by testing
and certifying repair and service
professionals.
As we continue on the path to
excellence, our maintenance teams are
taking the extra steps towards becoming “the best of the best” by earning their ASE.
Individual maintenance technicians across our organization have put in the hard work
and dedication to complete a series of rigorous tests, ranging from body systems and
diesel engines to suspension and steering, to earn ASE master certification. In addition
to earning master certification, their respective maintenance shops went even further
to achieve ASE Blue Seal of Excellence – the ultimate recognition from ASE.At least 75
percent of technicians performing diagnosis and repairs at our customer service centers
must be ASE certified in order to qualify for the ASE Blue Seal of Excellence Recognition
Program. Each area of service offered in the maintenance shop must be covered by at
least one ASE-certified technician.
Illinois Performance Excellence Center (ILPEx) for Commitment to
Excellence
2016 AND 2015 BRONZE AWARDS
National Express LLC was selected for this award based
on our demonstrated commitment to excellence and our pursuit of continuous
improvement. This recognition is especially meaningful as organizations can take many
years to achieve this honor. In the beginning of November 2015, a team of assessors
spent an entire week in our corporate headquarters and also visited our Aurora, Lake
Villa and Carpentersville customer service centers, speaking to over 100 team members.
During the visit, the assessing team dug into the details of our business and assessed the
extent to which we demonstrate excellence; our business was assessed using the
Malcolm Baldrige Criteria for excellence.
The ILPEx assessment was a review of our organization’s continuous improvement
efforts. This recognition not only confirms our improvement from 2011 to 2016 but
validates the journey to excellence that we continue to travel.
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School Bus Transportation Hiring, Training and
Retention
Employee Hiring
OUR STAFFING PHILOSOPHY AND WORK CULTURE
Durham School Services is not just another bus company. We differentiate
ourselves by providing the best service to our customers while providing the best
opportunities to our employees. Our approach is to treat both customers and
employees as partners where we work to deliver on long-term commitments
around goals, priorities and standards.
We know our employees are the key to our success, so we give them every
opportunity to develop and leverage their strengths. We provide employees with
the following:
Climate of trust and respect
Commitment to safety through employee screening, training, technology
and corporate support
Open door policy
Professional job-related training
Competitive wages and benefits
Career growth path
You can tell the difference if you visit a Durham School Services customer service
center. You will see how employees interact with one another, depend on each
other as a team and respect the experience each has to offer. This dedication
can be seen in the way our drivers dedicate time to children, to the community
and to the special needs children they serve. Thousands of former school district
employees, who now work for us, enjoy our special focus on serving our children
and the community. You will see thorough attention to detail in every aspect of
Through effective employee screening,
continuous training, the use of
prevention tools and communicating daily
safety messages to our employees, we
continually strive to improve our safety
performance.
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the job, from drivers who check the buses over just once more before beginning
their routes to dispatchers who must make route adjustments at a moment’s
notice.
PREFERENTIAL HIRING
We practice preferential hiring with existing school district employees. After the
partnership with a district begins, we will hold a “Meet and Greet” for all current
transportation employees. We know that a change in employers can be difficult
and that the earlier we communicate with the affected staff, the better the
transition is for everyone. Our objective for this meeting is to provide
information about our company practices and to encourage open
communication. We will explain the hiring process, what can be expected by
employees, wages, benefits and operating policies. Time is allocated for
questions and answers.
The next immediate step is to hold a hiring event for all drivers and monitors. At
the hiring event, stations are set up for each part of the interview process.
Key stations are:
Welcome desk – Applicants sign-in and receive company literature.
Applications – Employee applications are completed along with other
necessary forms. We verify accuracy of the required documentation and
gather any other needed information.
Interview – All applicants will participate in a job-related interview with
the general manager, safety director or other key personnel.
ESI Assessment – All applicants complete our employee safety inventory
which assesses the applicant’s tendencies and attitudes towards safety.
Pre-employment screening – After a conditional offer of employment is
provided, all applicants will be scheduled for necessary employment
screenings which will include drug testing and physical examinations
(required by company policy and DOT standards). Additional screenings
may be required by the state including fingerprinting.
Check out – We verify all information is accurate, discuss next steps and
answer any remaining questions.
From here, one of our project managers will assume responsibility for
completion of the transition, ensuring that every task or item listed in the
transition plan is completed on schedule.
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School Bus Transportation Hiring, Training and
Retention
NEW HIRE AND FULL-TIME POSITIONS
Applicants who are interested in our full-time opportunities will complete an
application and submit a resume that will be reviewed by the appropriate
supervisor and recruiting team. Additional steps will include a behavioral-based
interview and conditional offer of employment and completion of necessary
background checks per company policy and state requirements. New hires are
then placed into appropriate training and orientation sessions.
All screening and assessments comply with federal, state and local regulations.
RECRUITMENT
Driver Selection and Performance Criteria
We have expert driver recruiters to staff our operations at or above required
levels at all times. Our recruiting professionals’ research market driven salaries
from local and surrounding communities, including salaries from other industries
which may compete for front line employees and uses this key information to
ensure our salaries remain competitive in the market.
To ensure we are always properly
staffed, all locations have access to our
comprehensive online recruiting
toolkit named ADORE (Attract, Decide,
Onboard, Retain and Engage). This
toolkit includes templates, plans,
videos, marketing materials and best
practice samples of how to effectively
recruit our most important resource –
our Drivers.
Our corporate recruitment team will
partner with local operations staff to
develop a comprehensive staffing
campaign, including appropriate print and online advertising, promotions with
local vendors, and various other techniques customized for your community.
Working closely with the local management team, we use a variety of
recruitment techniques to attract employees from your local area:
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Community-based organizations including PTAs, churches, government
agencies and local chamber of commerce groups
Print and radio advertising in local media
Advertisements at retail locations, community centers, retirement
residences and veteran groups
Onsite advertisements at local customer service centers
Unemployment offices and various job training programs
Direct mail to area households
DRIVER SELECTION
In support of our commitment to safety, we meet or exceed all required federal
and state mandates for school bus transportation. The depth of our practice for
checking employee criminal backgrounds, motor vehicle records and work
history sets us apart from our competitors, both in the work environment we
create and in the service we provide.
HIRING REQUIREMENTS AND POLICIES
We use an Applicant Tracking System (ATS) to hire all driver, monitor,
maintenance and staff employees. Taleo allows us to drive a consistent hiring
process that complies with all employment legislation. This ATS also allows us to
evaluate our hiring effectiveness and provides us with key metrics to ensure we
continually improve our overall recruiting efforts.
Each new candidate must go through our pre-employment qualification
screening. We have high expectations for our employees and look for the best to
serve your district. We use a third party vendor, HireRight, an industry-leading,
hiring process management and compliance company, to ensure the background
checks, drug testing, DOT checks, physicals, driving records and other mandated
background information is thoroughly screened for the most qualified
candidates.
Driver Qualifications
The following are qualifications for employment as a driver with our company:
At least 21 years old and have had a valid driver’s license for at least
three years
Complete an employment application, including acceptable employment
references
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School Bus Transportation Hiring, Training and
Retention
Participate and successfully complete a structured, behavioral-based
interview
Score acceptably on the employee safety inventory (ESI)
Possess an acceptable motor vehicle report (MVR) (driving record
abstract)
Submit to and pass a background check with no criminal convictions for
sex, drug, violent offenses or
felonies
Complete a physical examination
Pass any additional state or locally
required driver qualification
checks (fingerprinting, child check
registries, etc.)
Successfully complete our
company’s driver training
program
Satisfactorily pass a behind-the-
wheel evaluation by designated
evaluators
Secure a commercial driver’s
license with passenger
endorsement
Be properly licensed to operate a
school bus in the state of
employment
Bus Monitor Qualifications
The following are qualifications for employment as a bus monitor with us:
At least 18 years old
Complete an employment application, including acceptable employment
references
Pass a pre-employment drug test and physical examination
Complete our training program and obtain any applicable state training
certifications
Pass a criminal background check
Satisfactorily demonstrate job competency through an in-bus evaluation
by designated evaluators
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Medical Assessments
As a condition of hire, we require applicants for driving positions and non-driving
safety-sensitive positions, e.g., mechanics and bus assistants, to undergo medical
examinations to ensure they are physically fit for the job for which they have
applied. At a minimum, medical assessments are given:
At the driver and monitor selection stage
Every two years for drivers
Annually for drivers over the age of 65 where state and local laws allow
frequency of medical assessments to be based on age
Motor Vehicle Record Check
We review each applicant’s and employee’s current motor vehicle report. At a
minimum, applicants and employees in driving positions must meet the
following standards for driving records:
No driving while intoxicated or driving under the influence for at least 10
years
No homicide, manslaughter or assault arising out of the operation of a
motor vehicle
No major violations within the past 36 months:
Failure to stop at the scene of an accident (hit and run)
Driving while license is suspended or revoked
Possession of opened container of alcoholic beverages
Reckless driving
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School Bus Transportation Hiring, Training and
Retention
Speed contest, drag racing or
attempting to elude an officer of the
law
Speeding ticket for driving more than
15 miles per hour or more over the
posted limit
Annual Review of Driving
Record
Driving records for each employee who
drives a company vehicle must be obtained
and reviewed annually. Driving records may
be reviewed more frequently as required by
state law or contract. As part of the review,
the driving record is signed and dated by a
supervisor and the employee.
Drug and Alcohol Testing Programs
Our drug and alcohol testing program has been created to protect our
customers, the public, and our employees. It mandates discipline up to and
including termination. This program is intended to comply with all applicable
state and federal regulations governing workplace anti-drug and alcohol abuse
programs in the transportation industry.
Our third party vendor, HireRight, has assigned a medical review officer to
perform employee drug and alcohol testing mandated by the U.S. Department of
Transportation (DOT) in 49 CFR Part 40, “Procedures for Transportation
Workplace Drug and Alcohol Testing Programs.” Drugs are prohibited in the
workplace by “The Drug-Free Workplace Act,” located in 20 CFR Part 29.
Accordingly, there are two specific drug and alcohol testing procedures outlined
in our company’s drug and alcohol prevention program; we include DOT
procedures and company procedures. The DOT procedures apply to employees
and job applicants in safety-sensitive job functions, including all drivers and
other employees who may operate commercial motor vehicles or perform
safety-sensitive functions.
We meet or exceed all
required state
mandates for school
bus transportation.
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Under the DOT procedures, testing will be conducted in the following instances:
Pre-employment
When a driver is involved in an accident that results in any of the
following criteria:
Fatality
Bodily injury to any person who, as a result of the injury, immediately
receives medical treatment away from the scene of the accident and
our driver receives a moving violation citation within eight hours of
the occurrence
One or more vehicles incurring disabling damage as a result of the
accident, requiring the vehicle to be transported away from the scene
by a tow truck or other vehicle, and our driver receives a moving
violation citation within eight hours of the occurrence
Random testing. The DOT requires 50% of employees performing safety-
sensitive functions to be tested for drugs; and 10% tested for alcohol
annually; we exceed this requirement by randomly testing 55% of all
employees performing safety-sensitive functions for both drugs and
alcohol annually
Any time there is reasonable suspicion of use
When an employee performing a safety-sensitive function returns from a
drug and/or alcohol treatment program, in which the employee would
also be subject to follow-up testing
If circumstances do not warrant testing under DOT procedures, then the
company’s procedures will be used as the secondary standard. Under the
company’s procedures, testing will be conducted in the following instances
unless otherwise prohibited by state law:
Post-accident, for any employee involved in the following:
Preventable street motor vehicle accident
Preventable third-party injury
Work-related injury or illness
Any time there is suspicion of drug or alcohol use
When a supervisor, manager or company official questions an employee’s
fitness-for-duty
When an employee returns to work after a leave of absence of 30 days or
longer
When a safety-sensitive employee returns from a drug and/or alcohol
treatment program, in which the employee would also be subject to
follow-up testing
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School Bus Transportation Hiring, Training and
Retention
Background Check Policy
We obtain criminal background checks, which may include fingerprinting, to
comply with applicable state and federal laws, as well as company policy and
district standards. An applicant will not be denied employment based solely on
the grounds of a conviction or guilty plea for a criminal offense. The type of
offense, the date of the offense, and the relevance of the criminal
conviction/guilty plea to the position applied for may be considered in the
employment decision. Before any background check is run, we require each
applicant to complete and sign a disclosure and authorization form to give
permission to check their criminal and driving records. Prior to being disqualified
from employment, the applicant must be given a pre-adverse action letter which
provides instruction on how to view the information contained in the criminal
and driving record check.
Education Verification (All Non-Driving Positions)
Education is verified before an offer of employment is extended. For eligibility,
all information must be verified with no discrepancies. A candidate will be
considered ineligible if there is significant discrepancy in the major course of
study or if the candidate did not complete the education component but
reported it as being complete. Candidates are given the opportunity to provide
records to prove attendance or completion.
Employment Verification (All Non-Driving Positions)
Prior employment is verified before an offer of employment is extended.
Verification is limited to the preceding three years of employment or three
previous employers. For eligibility, all information must be verified with no
discrepancies. A candidate will be considered ineligible if there is a significant
discrepancy in the title or responsibility documented.
Employee Safety Inventory (ESI) Assessment
In addition, each driver applicant must successfully complete our employee
safety inventory (ESI), an assessment tool that measures the employee’s attitude
towards safety. Drivers who possess the proper attitudes toward safety and
accident prevention will be less likely to engage in unsafe behaviors on the job.
On-the-job accidents can result in lost work time, increased insurance rates,
workers’ compensation claims, disability payments, civil suits and lowered
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employee morale.
Perhaps the most important selection criteria are
the disposition and personality traits the candidate
demonstrates during the interview process. We
know people are the key to everything we do. We
encourage our interviewers to ask themselves,
“Would I feel comfortable letting this person drive
my children?” If the answer is “no,” the person is
not hired. Simply put, when you hire great people
and surround them with a positive culture, you
deliver excellent service. If the structured interview
does not indicate the person has the commitment
and desire to work with young people, they will not
be hired.
Hiring Disqualifications
An applicant may be disqualified based on the following criteria:
Unsatisfactory driving record or accident history
Convictions for sexual offenses of any nature (felony or misdemeanor)
Convictions for drug possession, use, trafficking or manufacturing
Convictions for assault or battery
A pattern of misdemeanor convictions
DUI within the past 10 years
Any felony conviction
Receives a “not recommended” result on the ESI assessment
Failure to meet age and legal work authorization requirements
An applicant is similarly rejected if he or she has a poor work history with
previous employers or if he or she misrepresents information on the application.
Failure to pass the physical or pre-employment drug screen is also grounds for
rejection.
State Laws
Where a state law specifically prohibits a component of the criminal background
checks policy, that state law will be followed.
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School Bus Transportation Hiring, Training and
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NEW HIRE PAPERWORK
Every new applicant must complete new hire paperwork to be kept on file with
our company. New hire paperwork complies with all federal, state and local
mandates. New hire paperwork consists of, but is not limited to:
New hire form
Employee handbook acknowledgment
Corporate confidentiality and privacy policy
W-4 form
Corporate personal appearance policy
NELLC contact list
Form I-9 employment eligibility
Direct deposit
Information security policy
Recordkeeping
Each location is required to keep employee records on file per federal, state and
local mandates. Employee records are kept confidential, released only to persons
designated and authorized to view, compliant with all laws and regulations, and
consistent with our policies. Active employees have the right to review
information in their employee file in the presence of a supervisor or manager.
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ORIENTATION
A formal orientation program is held at all
locations and includes general information
about our company, opportunities for
development, key company guidelines
and the employee handbook. Supervisors
ensure that each new employee
participates in the program and receives
the necessary information and training to
acclimate to their new positions. During
the employee’s first 90 days on the job,
the supervisor will assess the employee’s
ability to get along with others,
punctuality, attendance and other
indicators of job success. During this time,
employees are encouraged to meet with
supervisors to set performance goals and
to discuss any questions or concerns.
Orientation Checklist
Supervisors are responsible for familiarizing new employees with their local work
environment during the first few weeks on the job.
Company and Job Information
Company mission and values
Tour of work area, introduction to staff
Function of work group and of job, interdependence of job functions
Explanation of responsibilities
Levels of supervision and management
Availability of supervisor for questions
Work habits (promptness, appearance, etc.)
Safety guidelines
Reporting accidents, work injuries or hazardous situations
Internal and external customers
Equipment and supplies
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School Bus Transportation Hiring, Training and
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Guidelines and Procedures
Work schedule
Attendance and punctuality
guidelines
Business confidentiality
EEO guidelines
Harassment guidelines
Professional conduct guidelines
Meal and break periods
Drug and alcohol guidelines
Smoking rules
Use of telephone and personal
calls
Rules for parking personal and
company vehicles
Time reporting
Time off (holidays, vacations and sick leave)
Notifying supervisor of lateness or absence
Supervisor’s telephone number
Promotions and job posting
Personal appearance and uniforms
Safety equipment and guidelines
Location of entrances, elevators, restrooms, lounge or eating area, fire
exit, storm shelter and facilities for disabled
Salary and Benefits
Method and frequency of pay, payroll periods and deductions
Overtime
Benefit plans
Performance feedback and salary review process
LAW AND POLICY COMPLIANCE
Upon hire, each employee will be subjected to all federal and local laws, rules,
regulations and requirements, as well as company policies and procedures
outlined in our employee handbook. All employees are required to sign,
acknowledge and conform to these rules.
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Compliance with All Applicable Laws
We will comply with all federal, state and local laws applicable to providing
student transportation services for the district. This includes maintaining the
requisite licenses, permits, certifications, ratings or other requirements for
operation of the business.
Employee Training Programs
Our employee training programs prepare our employees to deliver the safest
and most reliable service in the student transportation industry. Each
department has specific training that focuses on the needs of both external and
internal customers. Each employee is expected to pass all required instructional
materials and to meet or exceed qualifications as outlined by local, state and
federal regulations. Our customer service centers receive unmatched support
from a team of safety and training professionals consisting of both region and
corporate resources.
We offer new hire and continual training courses designed for:
Certified instructors
Drivers, monitors and dispatchers
Mechanics
Managers
New drivers must complete rigorous training courses that average 40-44 hours
of classroom and behind-the-wheel training. Dispatchers and monitors are
required to pass the driver training classroom curriculum, and if applicable,
Our drivers are the
best trained in the
business.
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School Bus Transportation Hiring, Training and
Retention
dispatchers will continue our behind-the-wheel training and CDL licensing for
driver certification. Other training programs incorporate mandatory mechanic
certification and also an incentive for ASE certification. We require all
management personnel to attend our annual management training courses
taught through our National Express University (NXU) program. Every employee
is also required to participate in annual refresher training and to attend our
safety meetings.
CERTIFIED INSTRUCTORS AND TRAIN-THE-
TRAINER PROGRAM
We go to great lengths to ensure our own trainers are
certified and skilled to train. Area safety directors and driver
trainers must complete a four-day S.T.A.R. (Safety Training
Alleviates Risk) academy driver training course. Through this
certification program, participants receive comprehensive
training in adult learning styles, facilitation techniques, how
to teach using STAR classroom and behind-the-wheel curriculum. To ensure
application of learning, the participants take part in demonstrating newly
acquired or enhanced skills in simulation activities in the classroom and with
practicing key driving skills in a closed course. Each customer service center is
equipped with the proper certified trainers who have passed this extensive train-
the-trainer course. Once certified the trainers are required to participate in
recertification every three years. This ensures their skills are up-to-date with the
latest in instructional techniques and offers continued one-on-one development
of their competencies in training.
DRIVER, MONITOR AND DISPATCHER TRAINING
PROGRAM
We understand the key to providing safe transportation is to provide great
employees. The right attitude, the best training, and most of all, possessing the
highest standard of care for the students are critical success factors of our
training. Our safety training program, S.T.A.R., has been developed specifically
for us to ensure our customers are provided with the best skilled drivers and
monitors. This program emphasizes current safety prevention tactics, proper bus
inspections, student management and the extra attention our special needs
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riders deserve. Monitors are
required to participate in the
classroom training program
with emphasis on safety
basics, intersection, danger
zones and student
management. Since many
dispatchers began as drivers,
those who retain their CDL
license are also required to
participate in all driver
classroom and behind-the-
wheel curricula.
Classroom Training
Our classroom training is 20-30 hours of in-depth material to prepare our drivers
and monitors for the safest driving practices. The delivery of the curriculum
incorporates various instructional methods. We use lecture, digital video device
courses, classroom discussions, simulations and assessments to assist with the
understanding, retention and application of the training content.
Behind-the-Wheel Training
Our behind-the-wheel training course gives each driver the
opportunity to apply classroom principles to real-life
situations in a controlled environment. Since we operate
several different types of buses, every driver must be
familiar with the bus type and the location of all controls
and gauges on the bus he or she will be operating. Drivers
must also know where, emergency equipment and
We have more than 16 training
modules covering all aspects of
driver training.
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School Bus Transportation Hiring, Training and
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emergency exits are located on the bus and how to operate the devices. In
addition, the driver must know seat belt operations, seat adjustments, lifts and
tie-downs, types and locations of mirrors, and other specifics such as vandalock,
glow plugs and choke.
Behind-the-wheel training ranges from 20-22 hours. Immediate feedback is
provided to compliment or improve the driver’s skills during this time.
LLLC Defensive Driving™
LLLC driving principles educate drivers on how to avoid accidents and to always
be prepared for any traffic situation. These principles consist of: Look Ahead
Drivers are trained to look 15 seconds ahead of where the bus is at any given
point in time. By always using the Look Ahead principle, drivers can identify
potential hazards early enough to react and safely make adjustments. Look Around
Drivers must take in the entire scene when driving. Drivers are taught to Look
Around for other cars, pedestrians and fixed or moveable objects on or near the
road, especially when making a turn. Leave Room
Drivers learn to ideally Leave Room on all six sides of the bus – in the front, the
rear, on each side of the bus, and above and below the bus. This will help to
maintain and monitor the space in front of the bus by keeping an adequate
following distance. Techniques are taught for tailgating vehicles, highway driving
and low clearance overheads. Communicate
Drivers are taught to use headlights, brake lights and turn signals to
Communicate their intentions. Drivers must use signals before turning or
changing lanes and to allow at least four flashes before taking any action.
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First-Aid Training
Our first-aid policy is communicated during driver training and is reinforced
during safety meetings. When a medical situation arises, the driver must contact
dispatch immediately so the emergency medical personnel can be contacted and
dispatched to the scene. Each facility and bus is equipped with a bodily fluid
disposal kit. This kit contains items such as latex gloves, eye shield/face mask,
apron, powered absorbent material, scoop and scraper, disinfectant, paper
towels and biohazard disposal bags with twist ties.
We have a policy for administering EpiPens® that includes additional training and
parental sign-off. We offer this service as an option to customers who specifically
request it and agree that the policy is right for its students. We will be happy to
discuss our policy further upon interview or award.
Bus Safety and Student Management Training
One of the most important aspects of our training program is student behavior
management. For the safety of all passengers and for any interaction we may
have with the public, our drivers are trained to deal with problematic behavior
that may put others at harm.
BUS SAFETY
We will instruct K-3 students on proper entry and exit of the bus, emergency
evacuation techniques, and general school bus safety through live
demonstrations, videos and educational materials. These fun, instructional
games are also available on our website. Throughout the year, our education
programs focus on safety around the bus “Danger Zone,” emergency
evacuations, and safe riding procedures.
We are active participants in National School Bus Safety Week, held every
October. We travel to various areas and teach children about school bus safety
with the help of “Pride,” our labrador retriever mascot. We conduct 30-minute
shows to educate students from kindergarten to the third grade. Our
transportation professionals are also available to speak at classroom
presentations or community organizations.
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School Bus Transportation Hiring, Training and
Retention
PREPARING DRIVERS ON
PROPER STUDENT CONDUCT
AND CONTROL
Our goal is to safely and comfortably
transport students to and from
school, on time, and ready to learn.
We know this part of the day is
important to children, especially
young children, and that what
happens on the bus can make or
break the rest of the day.
Understanding the children and their needs helps drivers to handle situations
which may arise on the school bus. Drivers are taught to be courteous and to
always be in control. Drivers set school bus boundaries through initial authority
recognition and by building relationships with students based on mutual respect.
Courtesy is Contagious
The power of a smile cannot be over emphasized. Drivers are trained to be
welcoming and to acknowledge each child by name, to help set a positive tone
for a comfortable school bus ride.
Dealing with Negative Behavior
Durham will follow the district’s discipline procedures, however if there is not a
procedure in place, we recommend the following approach.
Our drivers are taught to never allow bullying, sarcasm, or put downs by other
students. We will always follow your district’s policies for dealing with
problematic issues, while following our own basic standards for a safe bus ride.
Our drivers are trained to be professional and to be positive at all times, never
displaying negative behaviors or facial expressions. The same way courtesy is
contagious, so is a negative demeanor.
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MY CHILD CHECK POLICY
Drivers and bus monitors must complete a
thorough check of the bus for children at the
end of each route and prior to leaving the bus
at any time. Failure to comply with this policy
will lead to disciplinary action; if a child is left
unattended, the driver and bus monitor (if
present) will be terminated.
Each driver and bus monitor sign a pledge
annually committing their responsibility to
safety by completing a thorough child check at
the end of each route and prior to leaving the
bus at any time.
We use Zonar®, which is equipped with child
check technology. Zonar® includes an RFID tag in
three locations of the bus to ensure drivers conduct
mandatory child checks at the end of each route.
SPECIAL NEEDS TRAINING PROGRAM
Our business is devoted to special needs transportation; today, we are
recognized experts in this area. We hire people with the integrity, patience and
sensitivity necessary to be a positive influence in the lives of children with special
needs. Transporting students with special needs presents unique challenges to
our drivers; we have developed a customized training curriculum for these
drivers. All drivers and aides who provide transportation for special education
students must first complete our regular training program before beginning the
special needs program.
The seven DVD training program includes:
Legislation overview
Transportation challenges
Types of special needs
Lifts and mobility devices
Securement
Emergency evacuations
Balancing needs
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School Bus Transportation Hiring, Training and
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The training covers the logistics of student transportation and also focuses
heavily on behavior management and the reasons behind the behavior. In one
activity, each trainee sits in a wheelchair while it is put on the lift and
transported. Exercises like this help drivers to put themselves in the place of the
children they serve, experiencing the world from the perspective of a child with
special needs. Additional classes on working with visually impaired, deaf, autistic,
and wheelchair-bound students are available as required by student needs.
Special needs drivers can also meet with each child’s parents before school starts
to ensure they have adequate insight into the individual needs of each child.
Classroom Training Objectives
After completing the classroom portion of this program, drivers and aides will
have an understanding of the following:
Rights of special education students
Special education student characteristics
Special education student management techniques
Behavior patterns of special education students
Procedures for special education student drop-off
Ambulatory special education student procedures
Procedures for transporting students using wheelchairs
Securement procedures for student equipment
Emergency procedures
We view transportation as an important
part of each special needs student’s
educational program; learning about
each student’s particular needs helps us
to provide service at the highest levels
possible.
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Practical Training Objectives
Before transporting special needs students, drivers and aides must have hands-
on, practical experience in the following areas:
Ambulatory loading, securement and unloading
Securing student equipment
Wheelchair loading, securement and unloading
Emergency evacuation
This program takes three hours to complete,
including classroom instruction, practical
training and completion of the written exam.
Driver Evaluations
All drivers and participating dispatchers undergo
a behind-the-wheel evaluation at least once per
school year and if involved in a motor vehicle
accident. Drivers are given the opportunity to
discuss their evaluations with the training
supervisor or general manager. If warranted by
the evaluation, retraining is assigned and
conducted.
In-Service Training
In order to remain qualified as one of our school bus drivers, all drivers must
participate in at least 10 hours of in-service training per school year. This can be
accomplished through attending mandatory safety meetings, special driver
seminars and workshops.
Topics include:
Enhanced familiarization with school district
Pre- and post-trip inspections
Fire extinguisher instruction and demonstration
Breakdown procedures
Evacuation procedures
Defensive driving techniques
Accident procedures
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Operation lifesaver (railroad crossing procedures)
Mirror use, backing and turning point set-up
Student management
Student safety awareness
Winter driving techniques
Safety competition practice (classroom and behind-the-wheel)
Post-accident retraining
Rules and regulations for loading/unloading
MANAGER TRAINING AND DEVELOPMENT
National Express University (NXU)
In 2014, we invested in a learning management system (LMS)
which houses and tracks important training curriculums in the
areas of leadership, compliance, safety and technical training
for all our full-time staff members.
In 1994, we became one of the first school bus transportation companies to
implement a formal management training program. This training program
consists of several phases. First, new general managers at each location
participate in a comprehensive six month GM onboarding orientation session.
Second, each year, we provide an annual in-person regional training forum that
includes all management and supervisory staff. Third, for newly selected site
supervisors (on the job between 30 to 120 days), we require participation in an
onsite four day manager orientation. This session includes discussions and
training topics that vary from orientation to operational duties, such as customer
service, software applications, COMPASS - our proprietary dispatch and payroll
platform, and recordkeeping. Through presentations, scenarios, activities,
testing, peer learning, focus group discussions and homework assignments,
managers learn the tools and resources needed to deliver the level of service we
promise to our customers. Finally, there is an online suite of courses compiled
specifically for our first line supervisors called front line leadership, which
provides overall leadership theory to new leaders.
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This learning event meets the core needs of new leaders with a focus on four key
areas:
Culture – Aligning customer service center operational behaviors and
actions to our vision and values and our mission of getting students to
school safely, on time and ready to learn®.
Organization - Showcasing the company’s structure from the local
customer service center level to support from our corporate
headquarters.
Results – Articulating and defining the company’s targets and goals for
managers to integrate strategic planning into how they make decisions as
it relates to their overall management of customer service center
operations.
Excellence – Committing to making service and processes better
throughout the company.
Online Performance and Learning System (OPAL)
OPAL is our company’s 24-hour virtual coach and provides immediate answers to
a manager’s day-to-day challenges and guidance for long-term leadership
development. In 90 seconds, managers can search OPAL to get best practices,
tools and tips on how to manage over 500 leadership challenges.
In OPAL, managers can learn how to:
Manage a conflict at his/her local CSC
Give effective feedback and coaching
Conduct a performance improvement meeting with an employee
Create an individual development plan
Build or rebuild team/personal trust with others
Build a highly effective team
Continual training for our
management staff is just as
important as any other training.
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School Bus Transportation Hiring, Training and
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Manage time better
Easily make improvements to any process
Become better organized
Improve verbal and written communication skills
Manage hundreds of other leadership and management challenges
All this and more can easily be found in OPAL. OPAL is a free 24-hour support
tool/resource for all managers and leaders in our organization.
Employee Retention
Durham’s total compensation program has been
designed to retain the current driver workforce and
to attract prospective employees. We offer
competitive driver wages, health, dental and a 401(k)
plan. We also believe in developing our employees to
grow with our organization. We also believe in
recognizing our employees who go above and
beyond their job duties with Enjoy the
Ride, a program that rewards those
individuals for outstanding
performance.
BENEFIT PLANS
Full-Time Employees
Plan
Durham School Services provides
company contributions toward medical insurance through BlueCross BlueShield
(BCBS). There is a choice of three PPO plans offering in-network and out-of-
network benefits; one of which is a High Deductible Health Plan (HDHP) offering
that includes a Health Savings Account. Employees have copays for office visits
and prescriptions, and pay deductibles and coinsurance for hospital services for
the non-HDHP plan offerings. The HDHP Plan requires that employees meet the
deductible before the plan pays and copays are only for prescriptions, everything
else is paid by coinsurance. Dental and vision insurance is available for purchase.
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Additional benefits include:
Company-paid basic life and accidental death and dismemberment
Company-paid long-term disability insurance
Company-paid employee assistance program
Tuition reimbursement program
Voluntary short-term disability insurance
Voluntary life insurance for employee, spouse and dependents
Voluntary group legal plan
Flexible spending accounts available for participation
Paid vacation
Paid sick time
Paid holidays
Retirement plan – matching 401(k) retirement savings plan (with
company match of up to 4%) vested immediately
Part-Time Employees Plan
Medical Coverage
Drivers and monitors have the option of the below:
Kemper MEC – This plan provides preventive and wellness benefits that
satisfy the individual mandate under the health care reform law.
Kemper Buy Up – Includes the KBA MEC plan plus a limited indemnity
benefit plan. The plan reimburses a set amount per service. Once the
employee reaches the maximums, no additional benefits are paid for the
plan year. The KBA Buy Up plan also includes a limited prescription
benefit.
Kemper Stand-Alone Rx
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School Bus Transportation Hiring, Training and
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Additional Benefits Provided to Part-Time Drivers and
Monitors
Retirement plan – matching 401(k) retirement savings plan (with a
company match of up to 4%) vested immediately
Company-paid life insurance
Company-paid employee assistance program
Tuition reimbursement program
Dental and vision insurance are available for purchase
Group legal plan available for purchase
Paid physicals, drug screens and alcohol screens
Outside charter work opportunity, where Durham owns the fleet, for
drivers for other contracts and non-school district customers, such as day
care centers, churches, summer camps, etc.
ENJOY THE RIDE PROGRAM
Our company strives to create an engaged workforce where employees enjoy
their jobs and feel appreciated for what they do. The Enjoy the Ride program
was built around our company’s vision and values and is designed to recognize
safety and excellence, develop our people, celebrate years of service to our
customers and encourage involvement in the community. The Enjoy the Ride
program drives engagement and retention for all employees.
EMPLOYEE DISCOUNTS
PerkSpot
PerkSpot is an online program that allows employees to find discounts and
rebates on goods and services from many of the best known brand names in the
U.S. and Canada. The PerkSpot site is updated daily with new deals and discounts
on clothing, home furnishings, jewelry, cell phones, travel and vacation
packages, and more. Discounts may range from 5% to 50% off retail value.
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School Bus Transportation Safety
Our Safety Culture
There is nothing more important to us than safety, one of our core values. Our
safety statistics are the result of a rigorous safety culture. Through effective
employee screening, continuous training, the use of prevention tools and
communicating daily safety messages to our employees, we continually strive to
improve our safety performance.
An effective safety program must encompass all aspects of transportation,
including operations, training, maintenance, and administration, while remaining
focused on people, students, employees and the public. Our number one
responsibility is to protect against harm and to give our customers the
confidence that we will provide safe and reliable service every day. Our
combined safety and training programs are the tools and resources we use to
provide continual safe and efficient operations.
Our safety program components are as follows:
Employee screening
Drug and alcohol testing
Physical
Background check
Fingerprinting (as required by state)
Motor vehicle report
Employee safety inventory (ESI) assessment
Tools and technology
Electronic child check
Global positioning satellite (GPS)
Electronic vehicle inspections
Nothing is more
important than student
safety.
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Interior systems
Student tracking
Training
Onboarding
Ongoing driver, monitor and technician training
Driving Out Harm 12-step program
OSHA compliance
Self-audits
National affiliations
Emergency evacuations
OUR PREVENTION TOOLS AND TRAINING
We use prevention tools, strategy technology, and extensive training on accident
and incident prevention to help develop the right employee behaviors.
Electronic Child Check
Drivers and bus monitors must complete a thorough check for sleeping children
on the bus at the end of each route and prior to leaving the bus at any time. Each
driver and monitor must sign a pledge committing to this responsibility. Failure
to comply with this policy will lead to disciplinary action; if a child is left
unattended, the driver and bus monitor (if present) will be terminated.
To ensure compliance with this
policy, our buses are equipped
with Child Check-Mate, an
electronic child check system
from Zonar® that includes an
RFID tag in three locations
inside the bus to certify that
drivers conduct mandatory
child checks at the end of each
route. If the check is not
completed, the lights and horn
on the bus are activated as an alert.
Our child check policy and the use of
Zonar® helped discover 222 sleeping
children last school year.
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School Bus Transportation Safety
GPS
GPS technology provides real time tracking of bus location, direction, and speed.
It captures any travel variances from the planned route to actual, while storing
the data for review. In addition, GPS systems track idling and provide reports
such as on time performance and excessive speed. With near real-time
information readily available, we are able to locate buses, re-route or guide
around road conditions, and provide solutions to other issues that may arise.
EVIR System
By law, each driver must complete a safety inspection, or daily pre-trip, before
leaving the yard. Using our electronic vehicle inspection report (EVIR) system,
drivers are required to inspect the 13 check zones for any deficiencies the bus
may have. The EVIR system records the inspection results and transmits the
information to the maintenance shop for appropriate action.
Prevention Training
LLLC Defensive Driving™
The LLLC (Look ahead, Look around, Leave room, Communicate) defensive
driving principles are tools drivers learn to avoid accidents and to be prepared
for various traffic situations. These principles help to maintain a safe amount of
room around the vehicle, improve visibility and provide extra time to make
decisions while driving.
Student Management Training and Bus Safety Training
Some of the most important aspects of our training program are student
behavior management and student safety training. For the safety of all
passengers and any interaction we may have with the public, our drivers are
trained to deal with problematic behavior that may put others at harm. We offer
safety training for students including the bus’ “Danger Zone,” emergency
evacuations and safe riding procedures.
Please refer to our employee training section of our Hiring, Training and
Retention tab for further details on our bus safety and student discipline
principles.
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OUR COMPANY’S DRIVING OUT HARM PROGRAM
Driving Out Harm is our principal safety program. It aims to educate all
employees on how important it is to drive out all risks of harm to our customers,
employees and others affected by our business. We are all leaders in safety at
Durham and have personal responsibility for safety in the workforce and safety
on the roads. Through our 12 Global
Standards, we identify all national and
local requirements, appropriate levels
of management and supervision, and
expect all levels of personnel to
manage our health and safety policies.
We feel confident that our program is
a significant distinction from all other
school bus providers and is an ideal fit
for your district’s expectations.
1
Competence and Fitness of Bus Drivers
We believe the most important risk control is the competence of
our drivers.
Our minimum standards include:
Driver selection and recruitment qualifications
Core skills training
Competence assessment
Physical capabilities and drug and alcohol testing
Refresher training
Monitoring
Defensive driving
Pre- and post-trip inspections and recordkeeping
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School Bus Transportation Safety
2
Competence and Fitness of Maintenance
Staff
Our maintenance personnel also play a critical role in the safety of
our operations.
Our minimum standards include:
Selection and recruitment for high performing maintenance
personnel
Maintaining work competence through training and
management
Maintaining physical fitness to safely perform the job
Identifying activities which have potential to affect safety
Recordkeeping
3
Competence and Fitness of Other Staff
Personnel
All managers and supervisors have a role in leading safety, as well
as a personal responsibility to act and work safely.
Minimum requirements for management and other supervisor
personnel include:
Hiring and placement
Training
Competence management
Physical fitness to perform minimum duties
Recordkeeping
DRIVING OUT HARM: EMPLOYEE’S GOLDEN RULES
We believe each staff member is a leader in safety regardless of
title. Managers are responsible for reminding staff of the rules that
have the most important impact on risk control associated with
their roles in company and personal safety.
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Separate rules have been assigned to drivers, maintenance staff
and operations staff. Each employee is given a pledge card of their
Golden Rules.
This program:
Aims to ensure that safety is always front of mind so that
we achieve a safety record which is best in class among
transport operators.
Our aim is to drive out all risks of harm to our customers,
our colleagues and others affected by our business.
4
Drugs and Alcohol
Our drug and alcohol standard requires screening personnel in
safety sensitive positions up to, and including senior management.
Every employee is tested prior to employment, following incidents
or accidents, and we also conduct DOT random drug screens.
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School Bus Transportation Safety
5
Safety of Vehicles – Buses
Maintenance and procurement personnel are responsible for all
vehicle specification standards and safety requirements.
Maintenance policies require compliance with all manufacturers’
specifications and other federal, state or local standards. Safety
requirements also include route risk or emergency procedures
associated with any danger that may cause harm to students,
drivers and monitors, and any member of the public with who we
may be in contact.
MAINTENANCE OEM STANDARDS
We use well-known, qualified original equipment manufacturer
(“OEM”) vendors whose industry standards surpass many federal,
state and local regulations. We work with OEM vendors such as
Bridgestone, Goodyear, Interstate Battery and ArvinMeritor for our
parts inventory, ensuring that we use the very best equipment for
our vehicles.
EMERGENCY ACTION PLAN AND INCLEMENT WEATHER
The emergency action plan is designed to ensure employee safety
from security threats, fires, natural disasters and other
emergencies. Our safety response guide is used as a reference for
local management to address these types of emergencies. Each
location is responsible for completing an emergency action plan
training guide to address situations specific to their location.
Examples of location plans may include:
Fire
Bloodborne pathogens
Mechanical breakdowns
Bomb threats
Crime in progress
Inclement weather
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6
Safety of Premises (Workplace)
Our employees, visitors and contractors have the right to work in a
safe and well-managed environment. All potential hazards must be
identified, recorded and risk controls implemented to eliminate or
reduce risk.
We require monthly facility inspections and risk assessments are
made for:
Design layout and modifications to premises
Fire safety equipment
Exit routes
Working at heights
Slips, trips and falls
Fuel storage and other hazardous materials
Personal protective equipment (PPE)
Safety inspections
DESIGN, LAYOUT AND MODIFICATION OF PREMISES
The following risks must be assessed, recorded and inspected for
our premises.
Pedestrians and vehicles must be segregated using
designated walking routes. This includes the use of one-way
systems, minimizing reversing moves, and design of parking
arrangements such that people and vehicles are segregated
where possible.
Operational areas must be visibly designated with signs.
Walkways must be marked and used within all operational
areas and kept clear of tripping or slipping hazards.
Maintenance areas must be clearly designated with signs.
All low ceilings, beams and objects must be visibly marked.
Fire exits must be clearly marked, safe and hazard free exit
routes must exist, and fire safety equipment must be
located in a suitable place.
TOOL AND EQUIPMENT MAINTENANCE
Defective tools can cause injuries. It is vital that workers properly
use the tools and equipment, and that the tools and equipment are
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properly inspected, maintained, not altered or modified in any way,
and kept in good repair. To ensure safe use of hand tools, our
employees are trained to never use a defective tool, to inspect all
tools prior to use, and to ensure defective tools are repaired or
discarded. Air, gasoline or electric power tools require skill and the
operators’ complete attention, even when they are in good
condition.
STORAGE AND HANDLING OF HAZARDOUS SUBSTANCES
Risks associated with the storage and handling of all
hazardous substances must be carefully controlled. This
applies to all of our premises – maintenance shops, parking
lots and office buildings. The control of such substances is
subject to federal and state regulations; compliance is
mandatory. Hazardous substances can be solids, liquids,
gases, fumes or dust that can cause harm to people;
including substances that are flammable, explosive,
corrosive, toxic or that can otherwise cause ill health or
harm.
Examples of hazardous substances we monitor are:
Fuel (diesel, petrol, LPG)
Acetylene cylinders
Oil and other lubricants
Glues, inks and detergents
Cleaning products (bleach, toilet cleaner and polishes)
Dirty water (e.g., in pits and drains)
Paints and varnishes
Fumes from engines
Fumes from welding
Dust from cutting
The following procedure for storage and use of hazardous
substances must be followed: identify hazardous substances,
identify the tasks that use these substances and how employees
might be exposed to hazards from them, reduce potential
exposure, and check and maintain hazardous substances.
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HAZARD COMMUNICATION PROGRAM (HAZCOM)
Our hazard communication program complies with OSHA’s five key
elements:
Hazardous material inventory – Maintaining a list of all
hazardous materials on hand.
Safety data sheets (SDS) – SDS collected and maintained for
all hazardous substances used or stored at the facility.
Labeling –Labeling hazardous materials in order to identify
the material and warn of its potential hazard to employees.
Training – Training employees to identify and work safely
with hazardous materials.
Written program – A written program developed
encompassing all of the items noted above.
7
Risk Assessment
Risk assessments are an essential part of how we manage safety in
all of our activities; it allows us to understand the potential for
harm arising from these activities and to plan and implement
effective controls to minimize harm to all employees, passengers
and members of the public.
ROUTE RISK ASSESSMENT
Route risk assessments are designed to identify locations on the
route where particular hazards exist, or specific times where
hazards may be more likely to arise. The risks identified on this
assessment are used to implement risk reduction controls.
8
Personal Protective Equipment (PPE)
All employees are required to be equipped with PPE, including eye
protection, ear plugs, protective clothing and high visibility vests to
be worn in assigned areas (designated by posted signs).
HIGH VISIBILITY APPAREL
High risk locations such as parking areas and maintenance shops
have the potential to become hazardous. Risk levels increase in
times of limited daylight and adverse weather. We require the use
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of high visibility clothing in an effort to protect our employees and
visitors.
9
Accident and Incident Investigation
Reporting of accidents and incidents and an effective investigation
process are vital to determine the causes and to identify controls to
prevent recurrence. We are staffed with professionals who conduct
investigations, reporting, data analysis and recordkeeping.
ACCIDENT AND INCIDENT REPORTING
Timely and accurate reporting of all accidents and incidents is
critical. Reports contain structured and completed information for
each accident to allow comparisons, metrics and identification of
trends during the review process. Compliance with relevant legal
requirements for accident and incident reporting to external
bodies, e.g., regulators, insurers, etc. is mandatory.
ACCIDENT AND INCIDENT INVESTIGATION
Our effective accident or incident investigations follow a defined
process and are led by our experienced safety and legal/risk
management team. If a major accident or incident occurs, we
comply with statutory regulations that require a formal
investigation.
ALLOCATION OF ACCIDENT INVESTIGATION RESOURCES
The legal/risk management department will direct whether the
following resources will be dispatched for investigation, depending
on federal, state and local regulations in conjunction with our own
accident investigation level procedures.
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Senior management may go to the scene to provide moral
support to staff and customers.
The local area director of safety may be present to review
the employee file, oversee the local investigation and
determine if safety guidelines were followed.
The maintenance department may review records on the
vehicle to determine if the vehicle was in good mechanical
condition.
Legal counsel may be consulted.
Claim vendors may be notified to dispatch adjusters,
engineers, or contractors to the scene to assess damage.
REVIEW OF INVESTIGATION REPORT
Each investigation report must be reviewed by a local supervisor at
the customer service center who has not been involved in
conducting the investigation. This review process includes checking
recommendations are made, dealing with the underlying causes of
the accident, following the requirements outlined above, and
production of action plans outlining the execution of the
recommendations including timescales for execution and resource
allocation.
ACCIDENT LOG AND INCIDENT METRICS
A thorough process for implementing recommendations is
critical to help prevent reoccurrences. Once the accident or
incident has been reported and investigated,
recommendations are made and recorded on the safety
action log used to track actions to address the
recommendations. Incident metrics provide a means of
detecting trends or hazards which may otherwise go
unnoticed. Reviewing these metrics helps us to address
safety issues and to develop more precise risk assessments
and appropriate controls.
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10
Incident Response and Management
We understand that an effective response to an incident is critical
to the safety of all persons involved and to the prevention of
further harm. Our incident management teams are prepared to
control the situation and to immediately establish safe conditions,
communication and support.
ACCIDENT RESPONSE AND PROCEDURES
It is our goal to have a unified and consistent approach to accident
response and procedures. Accident response procedures begin
immediately with a report to dispatch to notify all appropriate
parties according to the severity of the accident. In the case of
minor or major injuries, or if children are on board, immediate
notification to the authorities will occur.
Employees are also required to contact our crisis hotline as part of
the reporting process so that we can troubleshoot any situation
and ensure that the proper response plan is crafted and executed.
In addition, each employee is trained to report the incident to our
insurance and claims administrator within 24 hours of occurrence.
Sedgwick, our third party administrator, manages auto and general
liability claims and workman’s compensation, working closely with
our legal/risk and safety departments to ensure that claims are
effectively managed.
ACCIDENT PROCEDURES
Our bus drivers are trained in this procedure for accidents, never
leaving the bus unattended.
Do not move the vehicle until directed to do so by the
authorities
Contact dispatch with the following information:
Bus and route number
Location of accident
License of other vehicle (if applicable)
Whether passengers are on board, and if so, notify state
and local police
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Description of injuries and whether medical attention is
required
Number of students on board
Whether or not emergency vehicles are needed
Gather the required information for the accident report
card, including:
Name, address, and driver’s license number of other drivers
involved
Insurance company name and policy number
Name of investigating officer and agency
Distribute courtesy witness cards to any potential witnesses
Refer all insurance coverage questions to risk management
Assist law enforcement officials as necessary
At the return to the customer service center, give a
complete report to the supervisor
In accordance with all local laws and company policy, the
local manager/supervisor must arrange for the
administration of a drug and alcohol test on the vehicle
driver.
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11
Safety Audit and Management Checks
All areas of our business are subject to safety auditing and
management checks. Safety audits are completed by area directors
of safety; results are then analyzed and recorded by our local
teams and local safety committee.
SAFETY AUDITING
Our audits give us the assurance that standards for safety are
delivered according to requirements, and that the requirements
are effective and appropriate. Auditing provides a basis for
updating our safety management requirements to reduce risks in
our business. Where there are unsafe or potentially unsafe working
practices or conditions, these checks provide an excellent means
for taking immediate corrective action to reduce risk. Management
checks are mandated at all levels, providing a key component of
safety performance monitoring in all locations.
SCOPE AND APPLICATION OF REQUIREMENTS
Our standard establishes minimum requirements to be applied at
our locations to ensure safety audits and management checks are
undertaken in a consistent, rigorous, and effective manner. Audit
and management checks in this standard cover activities carried
out by our employees and our contractors, and include three tiers
of audit:
Management checks – Regular checks carried out by
management to ensure day-to-day activities are being
conducted safely and in accordance with standards,
policies, working instructions and procedures.
Internal audits – Conducted in each customer service
center by functionally independent auditors, e.g., area
director of safety to check compliance with implementation
of standards and policies.
External audits – Commissioned to provide an independent
review of the implementation and effectiveness of safety
management policies. Audit reports are provided to us for
review.
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12
Safety Validation of Change
We recognize that changes to your district’s transportation services
may introduce or increase safety risks if not carefully managed.
Managing risks associated with change involves determining the
level of safety required, any change process that may need to be
implemented and auditing for control.
OUR SAFETY COMMITTEE
Each company facility will have an established safety committee – typically six
members including a member of the driver management staff, a maintenance
supervisor and a minimum of four drivers. Members meet monthly and when
needed to review accidents or injuries in a timely manner. Safety assessment
and auditing discussions will be kept on file at the facility for review by the area
director of safety and area management. The safety committee assesses and
audits accidents and injuries by:
Detecting and eliminating unsafe conditions, practices, procedures and
policies
Reviewing all motor vehicle accidents, determining cause and
recommending prevention measures with the direction and assistance of
SVP Safety and legal counsel if deemed necessary
Reviewing all employee work-related injuries or illnesses, determining
cause and recommending prevention measures
Conducting regular safety inspections of the facility
Identifying physical hazards in the service area
Promoting safety awareness
Acting as role models through strict adherence to company safety
policies and procedures
Assisting the local management staff with the facility safety
communication program
Soliciting feedback and suggestions from employees and making
recommendations to management on safety and training issues
Recommending safety incentive programs
Recognizing safety accomplishments
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Safety Committee Training
The area director of safety assists with instruction. Training topics may include:
Determining accident/injury root cause
Safety incentive programs
Safety communication programs
Facility safety inspections
Hazard identification and correction
Safety policies and procedures
Group dynamics
OCCUPATIONAL SAFETY AND HEALTH ACT
COMPLIANCE (OSHA)
Per OSHA requirements, we provide our employees with a workplace free of
recognized hazards that have the possibility of causing an injury. We are
committed to providing a safe work environment and to complying with all
governmental safety regulations. Our safety programs and efforts comply with
the following OSHA requirements:
Provide well maintained tools and equipment, including personal
protective equipment.
Provide training on hazardous communications, bloodborne pathogens,
lock out tag out, accident investigation, safety committee development,
etc.
Maintain proper documentation of training to ensure training is current
and provided on a regular basis.
Conduct regular workplace safety inspections to identify potential
hazards and to develop corresponding action plans to remedy any issues.
Report within eight hours to OSHA any accident that results in a fatality
or within 24 hours the hospitalization of one or more employees.
Maintain an OSHA 300 log at each customer service center, updating as
needed. Post the log in each customer service center according to
required timelines.
Each customer service center will post the OSHA poster that informs
employees of their rights and responsibilities, and ensure that employees
are knowledgeable in communicating safety issues to local management
so they can be corrected in a timely fashion.
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In addition, our team of area safety directors and corporate safety staff analyze
all injuries to develop safety programs in various areas including slip, trip, and
fall prevention and safe body mechanics.
AREA AND CORPORATE SUPPORT
Certified Safety and Health Management (CSHM)
Credentials
All of our area safety directors have or are in process of receiving the Certified
Safety and Health Management (CSHM) certification, the only “safety
management” designation that is fully accredited by the Council of Engineering
and Scientific Specialty Board. The CSHM certification is by the Institute for
Safety and Health Management (ISHM), founded by the National Safety
Management Society as the credentialing organization to establish professional
standards.
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School Bus Transportation Safety
Employee and Management’s Shared Safety
Responsibility
Our employees have the responsibility to ensure their environment is safe for
themselves and for the safety of the children they transport; we take injury
prevention very seriously. We give a
thorough training program for new
employees along with ongoing
training through monthly safety
meetings. We maintain each
employee’s focus on safety through
posters, daily safety messages and
contests.
Cooperative Effort
We preserve and improve our safety
record through a cooperative effort
between supervisors and
employees, and between colleagues
at all levels to contribute to safe
working conditions and accident-
free performance. Our area safety
directors and corporate safety staff
meet monthly to review trends,
discuss initiatives, and provide
training and share ideas and best
practices between customer service
centers throughout the organization.
Our safety professionals provide
support for each customer service
center in the following areas:
Training and developing
managers and supervisors
Promoting safety and developing company programs
Conducting a bi-annual safety audit
Improving loss prevention by minimizing risk
Safety is one of our five core
values and everyone who
works for us will know what is
expected of them.
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We routinely hold company-wide safety conferences. This event allows our
general managers to interact with area and corporate support staff and to set
safety expectations for the following school year. Breakout sessions are held to
provide guidance on safety initiatives and reporting requirements.
Safety meetings provide important information such as reviews of accidents,
outlining steps to prevent future accidents of the same type, recognition of safe
drivers, suggestions for promoting safety and identification of potential safety
hazards. Attendance is mandatory; attendance at a make-up session is required
for any missed meetings. Unexcused absences may result in corrective action
including termination.
Safety Inspections
Planned inspections assess implementation of safe arrangements on new or
current premises by confirming that hazards have not changed, specified control
measures are in place, there are no changes in the environment which could
adversely impact on risk and any unsafe acts.
Internal Inspections
We have developed a comprehensive inspection program requiring each
customer service center to conduct a monthly internal inspection; results are
documented on a facility safety inspection form and corrective action plans are
developed to address deficiencies.
Risk and Safety Management Inspections
Safety inspections will be conducted monthly by location management and at
biannually, by any member of safety management team. These inspections may
also be conducted by outside consultants or business partner vendors with prior
notification and authorization by risk and safety management. All safety
inspections are in compliance with DOT, OSHA and state school bus regulations,
along with our own policies at each operating location. In addition, we conduct
an annual review of all school bus legislative requirements to ensure we meet all
state laws, rules and regulations in each state of operations.
Executive Team Safety Tours
Members of our executive team visit customer service centers with the purpose
of discussing safety initiatives and performance. These visits are informal,
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School Bus Transportation Safety
providing an opportunity for the local safety team to have an open dialogue with
our executive team members about safety at each of our locations.
Inspection Reports
Inspections are recorded on the facility safety inspection form, including date
completed, name, location, and activities inspected. The location manager
maintains records of inspection schedules, checklists, reports, and monitoring of
corrective actions from the initial report to the final completion for audit
purposes. Inspection records are kept on file for two years.
NATIONAL SAFETY DEPARTMENTS AND
ADMINISTRATION PARTNERS AND ASSOCIATIONS
We continuously follow new safety initiatives, government safety training
seminars, and national safety groups. Below are a few organizations with whom
we are proud to be associated:
U.S. Department of Transportation
Federal Motor Carrier Safety Administration (FMCSA)
Occupational Safety and Health Administration (OSHA)
National Safety Council
National Association of Pupil Transportation (NAPT)
American School Bus Council (ASBC)
National Student Transportation Association (NSTA)
EMERGENCY EVACUATION PERFORMANCE
When emergency circumstances arise in our communities, we are fully prepared
to engage in the evacuation procedures. Our emergency action plan and safety
response guides were developed to train our employees on how to prepare,
react and assess post emergency situations. The following are some examples of
how our managers and drivers used their training and knowledge to lend
support in a real life crisis.
Hostage Training
West Bloomfield police lieutenant Mike Turner was shocked when he saw the
news story about an Alabama bus driver who was shot and killed while
attempting to stop a man from taking a student-passenger hostage. Distraught
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and concerned this same situation could occur in his small Michigan community,
Turner contacted our West Bloomfield CSC with an idea to raise community
awareness in relation to the Alabama incident. Turner realized neither the
special response team (SRT) nor the students in West Bloomfield had ever
simulated hostage situations on an actual school bus and asked for help with
coordinating such an exercise.
On the day of the training exercise, three Durham drivers, posing as passengers
and a bus driver, helped simulate a hostage situation as an “armed perpetrator”
on the school bus “forcefully” took students hostage. With Durham employees,
students and school staff watching in awe, the SRT demonstrated how quickly
they can access the bus, rescue the hostages and take the perpetrator into
custody. To make the simulation as realistic as possible, the SRT used a flash-
bang, broke windows of the bus and pried the service door open. After the
demonstration, officers answered questions from simulation participants and
onlookers. This training exercise was so successful Durham and West Bloomfield
police have begun discussing the possibility of making this an annual event.
Active Shooter Event Response
Shortly after receiving a phone call about police activity going on near the San
Bernardino CSC, Durham School Services learned of an active shooter situation
near the county building in close proximity to the facility.
A member of management contacted the California highway patrol (CHP) for an
update at which time Durham advised all units on route and those coming back
to the yard from their midday run to avoid the area and proceed to a park a few
miles from the location. Management, in following our emergency action plan
took steps to secure the CSC and satellite location a few miles away and advised
all employees to stay away from windows and doors.
Police and school district personnel contacted Durham requesting assistance to
help evacuate people from the county building. Four drivers volunteered and
were escorted by police, including officers in the buses during the evacuation
process. Durham School Services was in direct contact with CHP, the local police
department and the San Bernardino district office throughout the crisis event,
ensuring drivers, students and evacuees were safe.
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School Bus Transportation Equipment and
Maintenance
Fleet Experience and Performance Results
Our organization currently operates a fleet of more than 15,500 buses. We have
developed a fleet and maintenance program that combines high maintenance
standards with evolving engineering technologies.
Results:
Less than 1% in service failure rate
Process and compliance with on-time preventative maintenance
Technician recognition program in place to increase certified master ASE
technicians
Our fleet and maintenance program consists of:
Proposed fleet and specifications
Green fleet sustainability
Preventive maintenance and inspection programs
Oracle eAM maintenance software
OEM manufacturers warranty and inventory parts
Maintenance training and certification
Shop blue seal certification program for eligible maintenance facilities
FLEET COMPLIANCE AND SPECIFICATIONS
All buses will be inspected and maintained in compliance with applicable state
and federal statutes, ordinances and regulations, meeting or exceeding the state
minimum safety standards for school buses. Vehicles shall be kept in a clean and
sanitary condition. We will make sure we have sufficient spare vehicles available
to accommodate vehicles that are rotated in and out of service so they may
receive their regularly scheduled preventive maintenance.
“We’re always looking for and
evaluating new technologies to
enhance safety.”
– Keshav Ragunathan, Senior Director
Asset Management & Engineering
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Limiting Engine Idling – We recognize the impact fuel consumption has on the
environment. A well-maintained and properly operated vehicle will help fuel
efficiency.
Fuel – We have extensive experience in using alternate fuels; a number of our
locations use CNG and propane fuel. Based on your needs, we can provide you
with a quote for alternative fuel vehicles if desired.
Green School Bus Fleet Certified
The National School Transportation Association (NSTA) Green School Bus Fleet
Certification program recognizes NSTA members for environmental efforts
through the use of technology. It is the only certification program for the school
bus industry that is endorsed by the U.S. Environmental Protection Agency’s
Clean School Bus USA program. To obtain certification, contractors must
complete a survey for each site and submit it to NSTA to be scored.
There are four levels of certification:
Platinum Status – The operator must demonstrate having a written anti-
idling policy plus a fleet with an average emission reduction levels of 85%
overall (equal to 100% of the fleet at tier 3 level) using any combination
of OEM, EPA/CARB verified after-treatment technologies or alternative
fueled vehicles.
Gold Status – The operator must demonstrate having a written anti-idling
policy plus a fleet with an average emission reduction levels of 42.5%
overall (equal to 50% of the fleet at tier 3 level) using any combination of
OEM, EPA/CARB verified after-treatment technologies or alternative
fueled vehicles.
Silver Status – The operator must demonstrate having a written anti-
idling policy plus a fleet with an average emission reduction levels of 25%
overall (equal to 50% of the fleet at tier 2 level) using any combination of
OEM, EPA/CARB verified after-treatment technologies or alternative
fueled vehicles.
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Maintenance
Bronze Status – The operator must demonstrate having a written anti-
idling policy plus a fleet with an average emission reduction levels of
12.5% overall (equal to 50% of the fleet at tier 1 level) using any
combination of OEM, EPA/CARB verified after-treatment technologies or
alternative fueled vehicles.
The following customer service centers were recognized by the NSTA with Green
School Bus Fleet Certifications:
* These sites have been certified repeatedly.
Maintenance
Program
We are committed to quality
preventive maintenance and
follow-up and have developed a
proactive approach to preventive
maintenance that is designed to
improve reliability by reducing
the number of breakdowns, increased safety and lowered overall running costs.
We efficiently and consistently exceed standards of excellence through our
preventive maintenance program and proprietary maintenance software, Oracle
Enterprise Asset Management (eAM), the cornerstone of our fleet operation.
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PREVENTATIVE MAINTENANCE (PM)
Preventive maintenance isn’t just about
repairing deficiencies as a result of an
inspection; it is also a means for
monitoring and preventing potential
problems. Our reliable PM schedules
allow us to help predict maintenance
needs. By properly performing
inspections and repairs, we help prevent
future unplanned repairs such as
breakdowns and driver reported defects.
Our PM program uses a formal review
process and our extensive data management system to continually improve.
PM Process
Each bus is scheduled for regular PM
inspections according to miles traveled
or days operated. Schedules depend on
the type of operation, service provided
and state regulations. Our
computerized system tracks PM
schedules, provides alerts when a
maintenance inspection is due, and
contains listings of other required
adjustments and services performed
per manufacturers’ recommendations, e.g., brakes, tires, steering, suspension,
drive train, electrical systems and all ancillary equipment on each bus.
PM inspections are based upon state DOT mandated schedules and/or our
minimum guidelines and are recorded on a multi-point checklist that includes all
vehicle components and systems. A second, more extensive PM inspection is
conducted every 12 months. If a technician finds a defect during the scheduled
PM inspection, they are required to note the defect and enter it into the
maintenance software system to generate a repair order. All defects are
discussed with the maintenance manager who assigns the repair work to a
technician for completion. A bus will not be returned to service until all needed
repairs have been completed. Once all necessary repairs, adjustments and
service requirements have been performed, the technician will inform the
maintenance manager.
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School Bus Transportation Equipment and
Maintenance
Standard Inspection Procedures and Intervals
Our scheduled maintenance program includes a systematic procedure for the
servicing and inspection of each vehicle. Our program ensures that all vehicles
meet or exceed the standards for vehicles set by the states regarding the
operation of all safety related equipment.
Driver Pre-Trip and Post-Trip Inspections
Our first line of defense for identifying defects is through the driver daily pre-
and post-trip inspection using a driver Electronic Fleet Management solution.
Drivers use this device on a daily basis to report the condition of the vehicle they
operate and to alert maintenance departments of any defects that affect the
operation and safety of the vehicle. If a driver notes a defect during their
inspection, they are required to report defects through the Electronic Vehicle
Inspection Reporting (EVIR) or manual Driver Vehicle Inspection Reporting
(DVIR).
ELECTRONIC WORK ORDER GENERATION AND REPAIR PROCESS
Any defect recorded through the EVIR is reviewed by and responded to by the
maintenance manager. If any reported defects are critical, then a work order is
opened and the bus will be kept off the road until the repair is complete and the
work order is closed. Work orders are included in the vehicle’s permanent
record.
DRIVER OBSERVATION WHILE IN ROUTE
Drivers are also to be alert to
indications of vehicle malfunction
while driving such as unusual
vibrations, noise, odors, abnormal
instrument readings, and erratic
brake and steering operations.
Additionally, proper starting
procedures will help increase the
useful life of vehicles, as there are
different starting procedures for
gasoline-fueled, spark ignition engines
and multi-purpose diesel-fueled engines.
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WHEEL CHECK INSPECTION
As a part of the driver’s daily pre-trip inspections,
we have installed wheel lug nut indicators on our
vehicles. The wheel lug nut indicators allow for
increased ease of visual inspection of loosening
wheel nuts during driver pre-trip inspections. A
more in-depth inspection is performed by our
technicians at a minimum during the PM annual
inspection.
WHEEL CHAIR LIFT/RAMP INSPECTIONS
Daily pre-trip inspections test the ramp and chair
lift for proper operational function. Annually,
wheel chair lifts and ramps are inspected for
battery conditions, electrical connections, pivot
points and lubrication.
HVAC SYSTEMS
Drivers check during their daily pre-trip inspections to see if the vehicle’s heating
and cooling components are working properly. During PM inspections,
technicians inspect the HVAC systems for leaks, worn hoses, chafing, proper
operational components, and proper heating and cooling for potential failures.
TIRES
Drivers inspect tires daily during their pre- and post-trip inspections. It is less
expensive to change a tire in the shop than on the road, and fuel economy
improves with proper tire inflation, mounting and driving habits. Achieving the
lowest tire cost per mile begins with getting the correct tire and maintaining it
properly. Tire preventative maintenance includes inspection for tread depth,
wear patterns, sidewall cuts, proper inflation, balance and alignment. We have
partnered with tire vendors at most locations to perform audits of our tires at
our shops twice a year.
Emissions Inspections
The fleet maintenance manager coordinates with state and local officials to
ensure that our fleet meets emissions program standards. In compliance with
the Clean Air Act of 1977, some states have implemented mandatory emissions
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School Bus Transportation Equipment and
Maintenance
testing programs. Owned and leased vehicles are subject to the requirements of
the jurisdiction where the vehicles are regularly housed. Regular inspection
intervals typically range from 180 days or 10,000 miles for larger vehicles and
180 days or 5,000 miles for smaller type vehicles.
Bus Cleaning
We realize that the interiors and exteriors of the buses must be kept in a clean
and sanitary condition at all times in order to provide a pleasant environment for
each passenger. Each driver is required to sweep and clean the interior of the
bus daily. This includes floors, seats and the driver area. Exteriors are washed as
necessary to maintain a clean, professional appearance.
Fleet Maintenance Compliance Audits
Regional maintenance managers (RMMs) and/or state certified mechanics
regularly perform compliance audits to review vehicle maintenance processes
and documentation at each customer service center. This review ensures
maintenance employees are performing necessary procedures and processes
according to our standards of performance along with federal and state
requirements. In addition, RMMs conduct an annual facility audit to ensure the
maintenance shop operates in a safe and compliant manner. A sample of the
fleet is physically inspected to ensure vehicles are properly maintained and in
the best condition possible. In addition, shop supervisors and regional
maintenance managers perform random post PM audit to review quality of PMs
performed.
Response Page 71
8 | Page
UNPLANNED BREAKDOWNS
A vehicle breakdown or road-call is an unplanned interruption in the service of a
bus that requires a technician to inspect the bus for a possible problem or to
perform a mechanical repair before the bus can continue or start on a planned
route or trip. When a breakdown occurs, the driver will immediately call the
dispatcher or general manager to communicate and discuss the problem. The
breakdown information will be communicated to the shop supervisor. Upon
completion of the response and repair, all actions and parts are documented on
the repair order and recorded in the vehicle maintenance tracking system as an
in service failure.
If the bus has not left the customer service center, a technician will diagnose the
problem and repair it. If the problem cannot be safely repaired in order to meet
the route’s schedule, a replacement bus will be dispatched. If the bus is in route
to pick up passengers or has started picking up passengers, a replacement bus
will be dispatched to transfer the passengers safely and to pick up the remaining
passengers. A repair
technician will be
dispatched in a service
vehicle to repair the broken
bus.
Mechanical
Failure Review
All mechanical failures that
occur on the road or while
assigned to an operator will
be reviewed for cause. The maintenance facility lead or supervisor will review
each occurrence for prior maintenance history, including last PM type, mileage,
technician making repairs and the circumstances leading up to the failure.
We are dedicated to putting the safest
vehicles on the road. When it comes to
maintaining our buses and ensuring
passenger safety, we go above and beyond
state and federal requirements. Our
master technicians help us lead the way.
Response Page 72
9 | Page
School Bus Transportation Equipment and
Maintenance
Cold Weather Start-Up Maintenance Program
Our cold start procedure helps prevent breakdowns or unnecessary stalling due
to exposed cold weather. The procedure helps to ensure operations will run on-
time and without any initial delay. Drivers are trained to properly start a vehicle
and identify dangerous issues, e.g., frozen batteries or starter problems. Drivers
are advised to place plastic bags on mirrors and wiper blades after the last run if
snow or freezing rain is forecasted. At all times, ice and snow are removed from
the stop-arm and crossing gate and opening and closing mechanisms. Drivers are
required to keep the fuel tank full at all times.
COMPUTERIZED FLEET MAINTENANCE – ORACLE
ENTERPRISE ASSET
MANAGEMENT (EAM)
AND DIAGNOSTIC
TECHNOLOGIES
We use Oracle eAM, a fleet
maintenance system to schedule all
preventive fleet maintenance, manage
inventory and review repair order
history for failure analysis. Each of our buses are scheduled for regular PM
inspections according to miles traveled or days operated, depending on the type
of operation and service being provided. We use this system with the help of
work orders for managing maintenance work, procuring parts, managing
inventory and maintaining history.
Key Performance Indicators (KPIs)
Each fleet location is managed with a weekly review of KPIs using the eAM
system. The local fleet management team is responsible for ensuring proficiency
in key areas such as timely completion of inspections, cost controls, productivity,
completion of manufacturer safety recalls, percentage of on-road failures and
percentage of out-of-service vehicles.
Response Page 73
10 | Page
KPI Reports
Oracle eAM offers a configurable series of dashboards showing critical KPIs. We
have access to comprehensive reports that our technicians can analyze to better
serve our customers. Customized electronic reports may also be created quickly
as needed. Our KPI reports include:
Preventative maintenance (PM) compliance
On road failures
Mileage updates
Warranties, repairs and claims
Parts inventory
Electronic repair order and vehicle recordkeeping
Asset performance (utilization, cost/hour, etc.)
Schedule and resource loading
Work orders and work requests
Quality Checks
Management personnel will review the KPI reports weekly. The regional
maintenance manager and shop supervisor will perform a monthly audit on
vehicles to help ensure vehicle safety and verify the quality of the inspections
recently completed by each technician. He/she will review the inspection reports
with the technicians to ensure PM excellence.
Sample Maintenance Performance Report
Response Page 74
11 | Page
School Bus Transportation Equipment and
Maintenance
Diagnostic Tooling Systems
Diagnostic software and tools are used to minimize downtime of the bus while
improving the efficiency and quality of the repairs. We use JPRO® Commercial
Fleet diagnostic system, along with other OEM diagnostic software, to diagnose
failures and help determine root cause and necessary repairs.
Our fleet diagnostic system provides diagnostic and troubleshooting information
for vehicle components. The diagnostic system senses active and inactive vehicle
faults to give our technicians the ability to quickly review critical elements of
each system. The system also records data into log files for playback, view and
chart engine parameters, has report printing capability, and launches the fleet
maintenance software for proper parts replacement. Key data point collections
exist for the following components: vehicle, engine, transmission and brake.
Vehicle – Diagnostic elements include road speed limit, cruise set speed limit,
average fuel economy, total engine hours, odometer, coolant level, battery
voltage and oil level.
Engine – Diagnostic elements include air inlet pressure, exhaust pressure, fuel
pressure, boost pressure, oil pressure, oil temperature, coolant temperature,
fuel temperature, exhaust temperature, air inlet temperature and battery
voltage.
Transmission – Diagnostic
elements include transmission
input speed, transmission
output speed, transmission
fluid temperature, gear
selected, gear obtained and
battery voltage.
Brake – Diagnostic elements
consist of road speed and
wheel speeds.
OEM MANUFACTURERS AND PARTS INVENTORY
To ensure the best quality parts are being used, we use OEM parts with major
brand name suppliers only such as International®, Bridgestone®, Thomas Built®,
Valvoline® and Exide Battery®. OEM parts support our commitment to safety and
Response Page 75
12 | Page
quality as well as the confidence in and reliability of our buses. Our facilities
carry ample parts inventory to perform all necessary repairs in a timely manner.
MAINTENANCE STAFF’S QUALITY COMMITMENT
We provide a professional fleet organization that encourages local initiative and
decision making while working within a centrally managed network to create a
working environment that rewards achievement, enthusiasm and team spirit,
and offers personnel the opportunity for development and growth. Fleet
operations will provide direction, management, and services to maximize fleet
resources and to help ensure that we provide the safe and reliable service. We
use a continuous process improvement approach that incorporates a customer
service focus, safety practices, sound environmental methods, and encourages
employees to excel in their professionalism and competency.
As part of our continued commitment to excellence, our performance
development system (PDS) program embeds training and continuous
improvement methodology for proactive scheduling of work and identifying and
eliminating barriers to service optimization. We are always looking for ways to
improve and take our service to the next level.
MAINTENANCE TRAINING
We believe our employees make the difference in providing the best possible
vehicle maintenance for our customers. Preventive maintenance training to our
maintenance staff enables us to maximize fleet resources and to ensure we
“We are committed to being recognized
as the leading provider of maintenance
services…providing safe, reliable
transportation for our passengers, our
customers, our employees and the
communities we serve. We continually
train and challenge our technicians and
managers to be the “Best of the Best” in
everything they do.”
– Keshav Ragunathan, Senior Director Asset
Management & Engineering
Response Page 76
13 | Page
School Bus Transportation Equipment and
Maintenance
provide the right bus in the safest, most reliable and cost-effective manner. In
addition, technicians have the opportunity to get the training directly from
manufacturers for engines, alternators, electrical system etc. We also send a few
technicians each year to hands-on factory training offered by bus manufacturers
to ensure we have a trained knowledge pool.
All technicians are required to receive preventive maintenance training. Each
technician is required to take the PMX program covering topics such as engine,
drive train, brake and body systems. A passing score of 80% is required to obtain
the certification.
Required Certifications
PM certification (all technicians)
Brake training (Tech II and above)
Air-conditioning certification (all as required)
CDL (all technicians)
Other certification as required by NELLC or regulatory agency(s)
Maintenance Safety Training Meetings
All of our maintenance shops will have a mandatory 30-minute safety training
meeting conducted by the maintenance facility lead at least once a month,
covering such topics as shop safety practices, fire prevention and new
techniques.
Response Page 77
14 | Page
Maintenance Information Portal
We have developed an information portal that hosts technical information and
training resources for all of our technicians. With service information now
becoming widely available via the electronic media, we have setup this portal
that can be accessed by every technician. Information hosted via this portal
include PM training resources, manufacturer technical and service information,
field campaigns issued by suppliers, etc.
ASE Certification Program
Our maintenance personnel are encouraged to participate in the automotive
service excellence (ASE) certification program for school bus technicians. ASE is a
broad-based program, testing general areas for school bus technician skills. The
certification is tailored to specific tasks the technician must perform every day at
the customer service center. We reimburse tuition for the ASE certification exam
and award up to a $500 recognition award to employees who achieve
certification. We have also instituted a program to award annual bonus to our
master certified technicians that are continuously employed by us.
Technicians earn classifications based on education, experience, and possession
of hand tools, as well as successfully passing ASE and our internal tests. Our
technician classification system has three designations:
Class I technician
Class II technician
Class III technician
Each designation has specific minimum requirements outlined in job
descriptions. Technicians also develop their skills through in-service training
provided throughout the year. Because of our rigorous certification process, our
company has some of the best-trained technicians in the student transportation
industry, resulting in a safer fleet and lower maintenance costs. We have 25
master certified technicians and more than 65 employees are currently
progressing through various stages of the program.
Maintenance Shop Blue Seal Certification
We have started the certification process of our repair shops that will meet the
ASE criteria for blue seal of excellence recognition program. This program will
Response Page 78
15 | Page
School Bus Transportation Equipment and
Maintenance
enable us to showcase the quality of technicians we employ, while providing
best service to our customer. We strive to remain an attractive choice for
employment of qualified technicians.
Continued education and training are key to
safe service given advances in vehicle
technology. Our people are dedicated to
ensure we are putting the safest vehicles on
the road.
Response Page 79
Form W-9
(Rev. October 2018)
Department of the Treasury Internal Revenue Service
Request for Taxpayer
Identification Number and Certification
▶Go to www.irs.gov/FormW9 for instructions and the latest information.
Give Form to the
requester. Do not
send to the IRS.Print or type. See Specific Instructions on page 3.1 Name (as shown on your income tax return). Name is required on this line; do not leave this line blank.
2 Business name/disregarded entity name, if different from above
3 Check appropriate box for federal tax classification of the person whose name is entered on line 1. Check only one of the
following seven boxes.
Individual/sole proprietor or C Corporation S Corporation Partnership Trust/estate
single-member LLC
Limited liability company. Enter the tax classification (C=C corporation, S=S corporation, P=Partnership) ▶
Note: Check the appropriate box in the line above for the tax classification of the single-member owner. Do not check
LLC if the LLC is classified as a single-member LLC that is disregarded from the owner unless the owner of the LLC is
another LLC that is not disregarded from the owner for U.S. federal tax purposes. Otherwise, a single-member LLC that
is disregarded from the owner should check the appropriate box for the tax classification of its owner.
Other (see instructions) ▶
4 Exemptions (codes apply only to
certain entities, not individuals; see
instructions on page 3):
Exempt payee code (if any)
Exemption from FATCA reporting
code (if any)
(Applies to accounts maintained outside the U.S.)
5 Address (number, street, and apt. or suite
9 5 3 3 2 0 4 8 7
1/4/2024
Response Page 80
REQUEST FOR PROPOSALS
Shuttle Services
FY23-24
Contract Services
Contract Clauses
Our proposal is based on the City of Diamond Bar (“City”) and Durham School Service L.P. (“Vendor”)
signing a mutually acceptable contract. Would the City consider adding or modifying the following clauses
to the final agreement between City and Vendor?
1. Please modify Page 1, Section 2 “Term of Agreement” of the Sample Agreement as
follows:
The City shall have the option to extend this Agreement for up to three additional years subject to
the same terms and conditions contained herein, by giving Vendor written notice of the exercise of
this option at least thirty (30) days prior to the expiration of the initial Term. Any extension shall be
by mutual agreement of City and Vendor.
2. Please modify Page 1 , Section 3 “Payment” of the Sample Agreement by adding the
following language as subsection C:
City will compensate Vendor for the Services performed hereunder in accordance with the rates set forth
in the applicable Charter Confirmation. Vendor agrees to invoice City for the Services and City agrees to
remit payment for such Services within thirty (30) days after receipt of an invoice. In the event payment
is not received within thirty (30) days, a late charge of 1.5% per month of the outstanding balance will be
assessed upon City’s account. City agrees to provide proper credentials and access (e.g., parking pass) to
occurrences for which Vendor’s Services are requested and credentials are required.
3. Please modify Page 3, Section 7 “Indemnification” of the Sample Agreement by adding
the following language:
The City agrees to defend, hold harmless and indemnify the Vendor from any and all claims which may be
made by reason of any injury to person or damage to property unless such claim results from the negligent
act or omission or willful misconduct of the Vendor, its agents, employees, representatives, officers and
directors. City, at its own expense and risk, shall defend any legal proceeding in connection with this
Agreement that may be brought against the Vendor, its officers, agents, or employees on any such claim
or demand, and satisfy any judgment that may be rendered against the Vendor. In the event that any such
proceeding is brought against the Vendor, its officers, agents, or employees, Vendor shall have the right
to select and employ counsel to defend such persons and entities and shall have the right to settle any
claims when the Vendor, in its sole discretion, deems such a settlement advisable. The City, its agents,
employees, representatives, officers, and directors shall cooperate in all reasonable manners in the defense
of such claims.
Response Page 81
4. Please modify Page 5 , Section 9 “Termination” of the Sample Agreement by adding the
following language:
In addition to any other termination rights set in this Agreement and without prejudice to any other rights
or remedies that either Party may have, either Party may terminate this Agreement immediately by delivery
of written notice to the other Party at any time if any of the following occur: (i) the other Party files a
voluntary petition for bankruptcy which is not dismissed within ninety (90) days; (ii) the other Party
discontinues its business; (iii) a receiver or trustee of any of the other Party’s property is appointed and
such appointment is not discharged within ninety (90) days; (iv) the other Party breaches a material
provision of this Agreement and such default is not cured within fifteen (15) business days after written
notice thereof; and (v) any of the representations or warranties made by the other Party in this Agreement
prove to be untrue or inaccurate in any material respect.
5. Please modify Page 6 , Section 13 “Assignment” of the Sample Agreement as follows:
Vendor shall not assign or transfer any interest in this Agreement nor the performance of any of Vendor 's
obligations hereunder, without the prior written consent of City, and any attempt by Vendor to so assign
this Agreement or any rights, duties, or obligations arising hereunder shall be void and of no effect. Neither
Party shall assign this Agreement without the prior written approval of the other Party, provided that either
Party may assign this Agreement to an affiliate.
6. Please modify by adding the following clauses to the Sample Agreement:
Services. Vendor agrees to perform the transportation services as requested by County and executed in
the form of a Charter Confirmation attached hereto as Attachment A (the “Services”). The parties
understand and agree that the Services may be amended from time to time during the term by mutual
written agreement of the Parties.
Risk of Loss. Vendor is not responsible for the loss, damage, or theft of personal property. Vendor is not
responsible for the personal injury of customers, or third parties caused by the negligent or intentional acts
of the County, passengers or third parties.
Passenger Conduct. At any time during the charter trip the Vendor, or the driver as the Vendor’s
representative, reserves the right to refuse to transport any person or persons that Vendor or its
representative believes to be in violation of the Charter Passenger Policy attached hereto as Attachment B.
Compliance with this policy is required of each passenger. Failure to comply with this policy may result in
immediate removal up to suspension of charter transportation privileges. Vendor is not responsible for
any passengers who have not boarded the vehicle at the time of departure. County must provide their own
supervision if required. The Vendor is not responsible for the County’s failure to provide supervision. Any
activity that interferes with the safe operation of the vehicle shall be discontinued immediately. Use of any
external signage or decoration requires prior Vendor approval and may be subject to applicable law.
Limitation of Liability. To the fullest extent permitted by law, and not withstanding any other provision
of this Agreement, the total liability, in the aggregate, of the Vendor and the Vendor’s officers, directors,
employees, representatives, agents, and any of them, to the County and anyone claiming by, through or
under the County, for any and all claims, losses, costs or damages of any nature whatsoever arising out
of, resulting from or in any way related to the Agreement from any cause or causes, including but not
limited to the negligence, errors or omissions, strict liability, breach of contract or warranty, express or
implied, of the Vendor and the Vendor’s officers, directors, employees, agents, and any of them, shall not
exceed the total compensation received by the Vendor under this Agreement. In no event shall either
party be liable for consequential, special, indirect, incidental, punitive or exemplary damages.
Response Page 82