Agmt10 Recology San Mateo County

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• • 2588 If the Agency is dissatisfied with the general manager, the Agency shall contact the 2589 group manager to discuss the general manager's performance. 2590 Contractor shall advise the affected management employee of any complaints 2591 made by the Agency regarding the employee's performance. The Parties shall 2592 meet and confer in good faith to address the Agency's concerns, and shall agree on 2593 a corrective course of action to be implemented immediately. Contractor agrees to 2594 consider in good faith, but shall not be bound by, any requests by the Agency to 2595 transfer or re- assign a management employee should the Agency maintain in good 2596 faith that it can no longer work constructively with said employee. 2597 E. Provision of Field Supervision. Contractor shall designate qualified employees 2598 as supervisors of field operations. The field supervisor shall devote their time in the 2599 field supervising, managing, and monitoring Collection operations for reliability, 2600 quality, efficiency, safety, and for responding to Complaints. The number of field 2601 supervisors is specified in Attachment 0. 2602 F. Driver Qualifications. All drivers shall be trained and qualified in the operation of 2603 Collection vehicles, and must have in effect a valid license, of the appropriate class, 2604 issued by the California Department of Motor Vehicles. Contractor shall use the 2605 Class 11 California Department of Motor Vehicles employer "Pull Notice Program" to 2606 monitor its drivers for safety. 2607 G. Customer Service Representative Training. Customer service representatives 2608 shall be trained on specific Agency service requirements, a minimum of once per 2609 quarter. An Agency information sheet shall be provided to each customer service 2610 representative for easy reference of Agency requirements and general Customer 2611 needs. Contractor shall provide the information sheet, training agenda, and 2612 associated documentation within five (5) Business Days of request from Agency. 2613 H. Safety Training. Contractor shall provide suitable operational and safety training 2614 for all of its employees who operate Collection vehicles or equipment or who are 2615 otherwise directly involved in such Collection. Contractor shall train its employees 2616 involved in Collection to identify, and not to Collect, Hazardous Waste or Infectious 2617 Waste. Upon the Agency's request, Contractor shall provide a copy of its safety 2618 policy and safety training program, the name of its safety officer, and the frequency 2619 of its trainings. 2620 I. No Gratuities. Contractor shall not permit its employees to demand or solicit, 2621 directly or indirectly, any additional compensation or gratuity from members of the 2622 public for Collection services or accept gratuities or compensation in exchange for 2623 additional collection services. 2624 J. Employee Conduct and Courtesy. Contractor shall employ only competent and 2625 qualified personnel who serve the public in a courteous, helpful, and impartial 2626 manner. Contractor shall use its best efforts to assure that all employees present a 2627 neat appearance and conduct themselves in a courteous manner. Contractor shall 2628 regularly train its employees in Customer courtesy, shall prohibit the use of loud or 2629 profane language, and shall instruct Collection employees to perform the work as 2630 quietly as possible. If any employee is found not to be courteous or not to be 2631 performing services in the manner required by this Agreement, Contractor shall take Franchise Agreement for Collection Services with Recology San Mateo County City of Redwood City ATTY /AGR/2010.014 040510 Page 65 of 115