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1 <br /> CITY OF SANTA ANA <br /> f. Possess a High School Diploma or its equivalent. <br /> g. Be well groomed at all times, and at a minimum, be in compliance with the Santa Ana Police <br /> Departments policies related to grooming standards and tattoos while on duty (Exhibit 1A). <br /> h. Have a minimum of twenty (20) hours of training on the City's parking citation forms and <br /> procedures including, but not limited to: use of necessary equipment, vehicle operations, <br /> traffic control procedure, etc. Contractor to provide training to all staff and provide proof of <br /> training upon request. <br /> i. Have a minimum of twenty (20) hours of basic customer service training including, but not <br /> limited to: conflict resolution, cultural diversity, challenging customer interactions, etc. <br /> Contractor to provide training to all staff and provide proof of training upon request. <br /> The City will offer additional customer service training within the first two (2) months of the <br /> new contract. <br /> j. Have a minimum of twenty (24) hours training on relevant federal, state and local laws, <br /> regulations, rules, policies, guidelines and procedures. Additional training may be required as <br /> determined by City staff. Contractor to provide training to all staff and provide proof of training <br /> upon request. <br /> 4. The Contractor shall be properly licensed as well as all of the contractors' personnel assigned to <br /> field operations. Each employed persons shall have a current Security Guard Registration License <br /> "Guard Card" issued by the State of California pursuant to the California Business and <br /> Professions Code. However, regardless of certification, no Parking Ambassadors or supervisors <br /> shall carry or be armed with any firearm, impact weapon or electronic control device while <br /> performing their duties under this agreement. All employees assigned by the Contractor shall <br /> have a valid California driver's license and remain in good standing with the California Department <br /> of Motor Vehicles. <br /> 5. The Contractor must provide a field supervisor during daytime working hours to supervise all <br /> contractor enforcement employees on duty. This field supervisor may also perform ancillary duties <br /> as a parking enforcement Parking Ambassador, but shall not fill in for an absent employee or <br /> perform duties that would hinder their ability to supervise personnel in the field. The field <br /> supervisor shall have substantial expertise and experience in parking enforcement duties. The <br /> supervisor shall be the primary contact between the city and Contractor on matters relating to the <br /> enforcement services provided through this RFP. <br /> 6. The Supervisor shall be the primary daily operations contact to the City and shall also perform <br /> the following: <br /> a. Respond to citizen complaints and provide the City's designee with a copy of the complaint <br /> and the resolution. Or, in the event an investigation is required, the Supervisor shall take the <br /> necessary steps to resolve the complaint and the date a resolution can be expected. <br /> b. Contact the City designee at least once each day to discuss and clarify operational <br /> assignments and receive any special instructions. <br /> c. Ensure that contractor personnel perform the duties required by the RFP. <br /> d. Prepare and submit all citation amendments, monthly progress reports and status reports this <br /> shall be required by the City designee. <br /> e. Assist with parking citations adjudication process if requested by the City designated Project <br /> Manager. <br /> 7. The Contractor shall be required to designate a second level supervisor. This person shall have <br /> the authority over the personnel and shall be a member of the Contractor's management staff <br /> with authority to represent the contractor on policy matters. <br />