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2839 quality, efficiency, safety, and for responding to Complaints. The number of field 2840 supervisors is specified in Attachment O in total for the SBWMA Service Area. 2841 F. Driver Qualifications. All drivers shall be trained and qualified in the operation of 2842 Collection vehicles, and must have in effect a valid license, of the appropriate class, 2843 issued by the California Department of Motor Vehicles. Contractor shall use the 2844 Class II California Department of Motor Vehicles employer "Pull Notice Program" to 2845 monitor its drivers for safety. 2846 G. Customer Service Representative Training. Customer service representatives 2847 shall be trained on specific Agency service requirements, a minimum of once per 2848 quarter. An Agency information sheet shall be provided to each Customer service 2849 representative for easy reference of Agency requirements and general Customer 2850 needs. Contractor shall provide the information sheet, training agenda, and 2851 associated documentation within five (5) Business Days of request from Agency. 2852 H. Safety Training. Contractor shall provide suitable operational and safety training 2853 for all of its employees who operate Collection vehicles or equipment or who are 2854 otherwise directly involved in such Collection. Contractor shall train its employees 2855 involved in Collection to identify, and not to Collect, Hazardous Waste, or Infectious 2856 Waste. Upon the Agency's request, Contractor shall provide a copy of its safety 2857 policy and safety training program, the name of its safety officer, and the frequency 2858 of its trainings. 2859 I. No Gratuities. Contractor shall not permit its employees to demand or solicit, 2860 directly or indirectly, any additional compensation or gratuity from members of the 2861 public for Collection services or accept gratuities or compensation in exchange for 2862 additional Collection services. 2863 J. Employee Conduct and Courtesy. Contractor shall employ only competent and 2864 qualified personnel who serve the public in a courteous, helpful, and impartial 2865 manner. Contractor shall use its best efforts to assure that all employees present a 2866 neat appearance and conduct themselves in a courteous manner. Contractor shall 2867 regularly train its employees in Customer courtesy, shall prohibit the use of loud or 2868 profane language, and shall instruct Collection employees to perform the work as 2869 quietly as possible. If any employee is found not to be courteous or not to be 2870 performing services in the manner required by this Agreement, Contractor shall take 2871 all appropriate corrective measures. The Agency may require Contractor to 2872 reassign an employee, if the employee has conducted himself or herself 2873 inconsistently with the terms of this Agreement. 2874 Contractor shall adopt policies and procedures consistent with State and federal law 2875 that ensure a sober and drug-free workplace. This includes strictly prohibiting 2876 unlawful manufacture, distribution, possession, or use of any controlled substance 2877 in the workplace, regardless of whether the employee is on duty at the time. 2878 Further, the policies and procedures shall prohibit an employee from operating 2879 either Agency or Contractor equipment and vehicles (whether on or off duty) while 2880 under the influence of alcohol or drugs. The purpose of these policies and 2881 procedures is to ensure workplace safety, productivity, efficiency, and the quality of 2882 Contractor's service to Customers. 2883 K. Uniforms. While performing services under this Agreement, all Contractor's 2884 employees performing field service shall be dressed in clean uniforms and shall REV: 03-16-18 MI Page 69 of 126 ATTY/AGR.2018.054/Recology of San Mateo