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DocuSign Envelope ID: 49380AED-6969.41D5.8269.70DB6B62F795 Office Hours: Each workday, helpmates offices are open from 7:30 a.m. to 5:00 p.m. and our staff is available to fill orders with prompt, productive Specialists who are toady to start woddng when yourbminess day begins. Additionally, in last minute or emergency situations, appropriate City representatives wilt have the business cell numbers and email addresses for the Helpmates Project team. In the off chance this is needed, die Helpmates staff can be available via email, text or phone. The Quarterly Business Review (QBR) Process The goal of "The Quarterly Business" (QBR) process is to support the City with qualified staffing Specialists and to consistently meet or exceed expectations and requirements. Our "QBR" review allows us to evaluate and improve our performance by measuring that performance against the City's stated criteria. The Quarterly Business Review process includes three major areas: Establishing mutual goals and timelines with the City • Measuring the quality of all Specialists, order fill response time and overall set -vice performance + QBR Service Reviews (quarterly or as agreed upon with the City) to focus on improving process, methods and programs and establish action plans and agreed upon goals At every level of our organization, Helpmates fosters a thorough understanding of customers' needs along with all awareness that quality is a constant process of Improvement. The Quarterly Business Review process is a Practical, yet powerful approach that best exemplifies our commitment to continuous improvement and long-term partnerships with our clients. As part of Quarterly Business Review process, the following services will be agreed upon and provided: • First and Second Day Quality Checks t'lie first day quality check is made approximately 15 minutes after the assignment starts to confirm chat the Helpmates Specialist has arrived safely. The second clay quality check is also completed within 15 minutes of the start time and focuses on the Specialist's work performance and productivity from the previous day. Weekly Updates lelpmates' Weekly Updates have multiple purposes: To guarantee the performance of the Helpmates Specialist in terms of productivity, quality, punctuality, attendance, and behavior, as well as to determine if the Specialist is required the following week. Final Performance ]Evaluations A final evaluation is documented on each Specialist who has completed an assignment at our client site. '['his evaluation rating is maintained in the Specialist's and the City's data file for discussion at the TLC reviews and for future reference. Methods of Approach to Quality Helpmates Quality Control Plan A very important part of Helpmares performance, and ultimately what sets all services apart, is the quality component of our service offering. The Itelpnmates Quality Control Plan has four (4) vital components, which are outlined and explained as follows (please note that the frequency of meetings mentioned is recommended, but ultimately the frequency will be determined by the City): 1. City Quality Control Plan Overview • The RFP, Contract and all pertinent data is retained either on the Helpmates Bullhorn ATS System, in confidential files, or both and is readily available Weekly reports entailed to designated City personnel for quality review, financial data, department usage etc., or as required by the designated City personnel • Monthly/quarterly meetings, as agreed to by the City will include: I. Overall contract compliance review it. Specific data metrics such as fill rates/refills, etc. III. Specific goals/objectives for the next month established iv. Establish future meeting date/agendas RFP No. 23-051 Temporary Staffing Services Page 13 of 18