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Attachment 2 Driver assistance must be provided in a manner that is respectful of the passenger's dignity and independence while at the same time ensuring their safety. Driver assistance must be provided in a manner that does not put other passengers, who are waiting in the vehicle, at risk of being harmed. Passengers,who are picked up or dropped off at large office buildings or similar settings where the doorway of their destination is not visible and easily accessible to where the vehicle would park, must make arrangements to meet the driver at a main entrance(example: at a main lobby entrance)that is more easily accessed by the driver. Drivers shall not enter a passenger's home (except in an emergency situation, and then only for the purposes of obtaining help), nor shall drivers lift or carry a passenger. Passengers unable to walk independently must be able to use the necessary assistive devices independently (driver assistance may be provided) to enable him/her to get to and from the vehicle. If a passenger needs assistance that goes beyond the parameters described herein, it is the passenger's responsibility to obtain that assistance from someone other than the driver prior to the delivery of service. If, in the driver's opinion, a situation presents a potential safety hazard, either to the passenger, the driver, or to another party, the driver is required to contact dispatch and a determination will be made in consultation with CONTRACTOR management staff whether to refuse to assist and/or transport the passenger. In this instance an incident report should be completed and filed in accordance with the CONTRACTOR's Standard Operating Procedures, with a copy submitted to the CITY. In the event of injury, accident or other emergency, the driver shall follow CONTRACTOR's established policies, immediately advise dispatcher, and request direction and assistance as necessary. Driver is not to leave the scene until the police department having jurisdiction has completed a report. CONTRACTOR shall maintain Incident/Accident Reports,including police reports, and shall submit these to the CITY in accordance with service standards. Regularly assigned drivers or trained back-up drivers must be available and on time daily to ensure consistent and reliable service. Drivers shall be required by the`CONTRACTOR to wear uniforms and identification badges. All vehicle operators must be trained and proven to be proficient in all elements of the CONTRACTOR's Safety and Training Program.The CONTRACTOR must verify to the CITY, upon request, that all drivers have received and passed the training required in the AGREEMENT. The CONTRACTOR must also participate in the California Department of Motor Vehicles' Pull Notice Program(Sect. 1808.1 CVC) so as to be notified of any changes in the driving record of any of its vehicle operators. The CONTRACTOR shall notify the CITY of any action taken against a driver based on his/her record, in terms of its impact on the CITY's paratransit program. Road Supervisors The CONTRACTOR will utilize Road Supervisors to respond to specific issues and incidents that occur while the vehicles are away from the facility. In the event of an accident, CONTRACTOR's Road Supervisor will immediately go to the scene to coordinate the transfer of passengers if the vehicle is damaged and ensure that mandated drug and alcohol testing is performed. Additionally, CONTRACTOR's Road Supervisors will conduct routine fieldwork 81 Page