25F - AGMT - PARKING CONTROL SERVICES

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SECTION i, EMPLOYEE TRAINING AND DEVELOPMENT PROGRAM Page5 EMPLOYEE ORIENTATION AND TRAINING CITY INVOLVEMENT IN HIRING AND TERMINATIONS A COMMITMENT TO OPERATIONAL EXCELLENCE Central understands the City's right to approve of any employee assigned to work in the City and fully complies with that request. In regards to hourly personnel, Central is open to any criticism or compliments the City has about any of our em- ployees. We welcome any feedback City provides us about an employee's performance and that employee is rewarded or disciplined accordingly. Since all employee records are confidential, we are unable to share any information contained within. At the same time, we understand that the City enjoys the right and ability to say which employees are allowed to represent the City. All requests are reviewed with the City; with the City having the final decision. DIVERSITY/ HARASSMENT Treating Each Other with Respect CPS has established its own mandate to recruit, hire, develop and educate a diverse work force. "M.E.E.T. on Common Ground" is our newest diversity-training program, conducted at all employee levels. This is additional course work for man- agers who are already required to take the Company's online diversity training module. Hourly employees participate in a group training session in which they discuss several video vignettes. Through these vignettes, the program teaches em- ployees how to recognize and professionally respond to any situation. The program leaves employees with an easy-to- grasp, four-step model to foster greater understanding and communication with the Company. The program is both educa- tional and cutting edge - using vignettes that reflect real-world, honest and open dialogue in the workplace to both chal- lenge and educate. REWARD AND RECOGNITION Motivating Employees to Achieve Excellence Several programs are used by CPS to enhance employee commitment, pride and enthusiasm towards the Company, thereby contributing to your facility's effectiveness: CPS Mentoring Program - Increasing our focus on eliminating barriers and enhancing opportunities for all high potential talent, Central Parking System has designed a formal mentoring program that provides opportunities for development. This program was created to promote equity and develop talent internally by identifying the strongest performers across the organization. Our promote-from-within policy works hand in hand with the CPS Mentoring Program. High potential can- didates are given opportunities to spend quality time with senior management. The structure centers on quarterly "Executive Chats" with a senior vice president and monthly one-on-one meetings or peer mentoring sessions between the mentor and the mentee. Participants who have successfully completed the program typically are well prepared to ad- vance within the organization. Employee Holiday Party - During the holiday season, the Company hosts an event and presents a gift certificate to each employee towards a ham or turkey as a warm holiday greeting and token of appreciation for their hard work. Employee of the Month Program - Each month, a front line employee such as a cashier, valet attendant or maintenance person is selected as the "Employee of the Month" for their location. The honoree has achieved excellence in attendance, appearance, accuracy and overall job performance. The recognized employee receives a cash prize, a brass nametag and recognition on an engraved plaque displayed in the main office. This program has proven very effective at motivating and recognizing top performers, and CPS would like to implement this program at City of Santa Ana. Mystery Shop Program - In an effort to monitor and determine how employees are performing on the job, a "Mystery Shop" is sent to the location to evaluate the quality of service, attitude and appearance of the employees. The mystery shopper fills out a report and sends it to the Operations Manager for review. Feedback is then given to employees, with gift certificates presented for good performance. Corrective measures are implemented when necessary. 25F-74