Training of Drivers and Operations Personnel. Contractor shall develop, implement, and maintain a formal training and retraining program that shall be subject to review and approval by HTA. An outline of the training program, including periodic updates, shall be on file with HTA. All drivers, dispatchers, telephone information personnel, and supervisors shall participate in the program. Contractor shall implement and maintain a specific training and retraining program for all drivers. The program must provide a fixed minimum number of hours of training for new employees, including classroom instruction, behind the wheel training under supervision of a certified instructor, and in-service training. The program shall include, but not necessarily be limited to, instruction covering applicable laws and regulations and defensive driving practices, Dial-A-Ride operating policies and procedure, employee work rules, vehicle safety inspection, equipment care and maintenance, customer relations and passenger conduct. Drivers shall be trained to operate all types of vehicles, wheelchair lifts and lock systems, and other equipment that may be expected to be used in the Dial-A-Ride services. All drivers shall be certified as having completed Contractor’s formal training course for new drivers as approved by HTA, and be licensed with a valid California Class C license with appropriate certifications. Drivers shall meet all applicable requirements as established by the California Highway Patrol (CHP). Contractor shall prepare and furnish to HTA for approval, an Employee Handbook. The Employee Handbook will be provided to all drivers, dispatchers, telephone operators, and supervisors and shall include, at a minimum, the following subject areas: driver’s rules; accident/incident policies; radio policies and procedures; ticket policies and procedures; fog and inclement weather policy; vehicle inspection, care and maintenance policy and procedures, reporting procedures and pertinent sample forms. Dispatchers, telephone operators, supervisors, and any other personnel who may from time to time be assigned to provide telephone information on the Dial-A-Ride telephone reservation lines shall be trained in customer relation skills, telephone manners, accident/incident procedures, fares, Dial-A-Ride reservation procedures, and operating policies. Operations control personnel assigned to Dial-A-Ride trip scheduling and vehicle dispatching duties shall have a detailed knowledge of applicable procedures and professional techniqu...
