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REV: 04-19-24 VR EXHIBIT “A” SCOPE OF SERVICES AND FEE Redwood City Tenant Landlord Dispute Resolution Pilot Project (RWC – DRP) Through the Redwood City Tenant Landlord Dispute Resolution Pilot Project, Consultant will provide the following deliverables and activities for the term of the Agreement. Direct assistance and information to tenants, master tenants, property managers and landlords to provide robust triage of issues, situational analysis, and identify options to support the resolution of conflicts. o Clients will be referred to other agencies when the request for assistance is outside of Project Sentinel's scope of services, such as providing legal representation. o Clients will also be referred to available housing resources in Redwood City and San Mateo County, as appropriate, as part of the collaboration with other partner agencies in the community. Provide information and referrals for those callers in need of basic information and/or referrals to services outside the scope of those delivered at Project Sentinel. Other callers will be counseled and educated when a client’s requests involve information on rights and responsibilities as a tenant or landlord. A case will be conciliated when in-depth or ongoing communication and conciliation with the other party is offered, and parties agree to engage in this mode of ombuds dispute resolution. Conciliation services are provided by staff at Project Sentinel’s Center for Dispute Resolution, the end goal of which is mutual agreement and resolution of the conflict. Formal mediation will be offered if conciliation is not successful, and parties agree to the use of an outside experienced mediator to mediate the conflict. Produce outreach/educational literature in English, Chinese and Spanish. These resources will be made available in printed form and online and included in social media posts. Printed resources will be distributed to county and municipal government offices, social service agencies, libraries, churches, community centers (Fair Oaks Community Center, Veterans Memorial Senior Center, Sandpiper Community Center, Red Morton) and other public locations that Project Sentinel identifies as having potential to reach renters, such as local community organizations and neighborhood associations, landlords, including through the San Mateo County Association of Realtors (SAMCAR) and California Apartment Association (CAA) and others who could benefit from our services ATTY/AGR.2024.052/Project Sentinel (Redwood City Dispute Resolution Pilot Project) (Page 11 of 14)