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Training shall include those elements required for the performance of duties in addition to <br /> specific areas of training for DPTS operations, including disabled passengers and passengers <br /> needing assistance and system safety and security training for new hires. Training courses shall <br /> include provisions for refresher training. <br /> a) The Training Plan shall include a requirement that all training is provided by qualified <br /> individuals to provide such training and documented in a manner that is available for CITY <br /> DPTS inspection at any time (this includes in-service training). Training should <br /> encompass management, frontline and non-frontline employees, refresher training, new <br /> hire training, and system safety training. Customer Service training is to include dealing <br /> with difficult passengers,and ADA training. Information developed for each course should <br /> include a course description, category of personnel required to attend, objectives, <br /> curriculum, frequency of training, proficiency required to obtain certification or <br /> qualification, and methods for addressing failures or retraining. <br /> b) All employees shall be trained to the extent necessary to be fully qualified and competent <br /> to perform their duties. Those who are identified as being deficient in knowledge or skills <br /> shall be required to promptly attend and pass courses of instruction specific to their craft or <br /> service area. <br /> c) The CONTRACTOR shall require that all employees who perform safety-related <br /> inspections and tests of equipment are trained, tested and certified in accordance with <br /> regulatory requirements and current APTA standards and guidelines. <br /> d) The CONTRACTOR shall also provide CITY DPTS with a quarterly training report. <br /> e) The CONTRACTOR is responsible for formulating and coordinating all training <br /> activities. <br /> 13) Driver Safety Program: CONTRACTOR shall implement a continuing driver safety <br /> program that shall include defensive-driving course work, specialized assistance to elderly and <br /> disabled passengers and daily vehicle maintenance checks. Driver Safety Program shall be <br /> included as part of the Training Plan. <br /> 14) Driver Sensitivity Training Program: CONTRACTOR shall implement a continuing driver <br /> sensitivity training program focusing on the importance of passenger relations and to ensure drivers <br /> respond appropriately to all customers, especially elderly and disabled passengers. <br /> 15) ADA Training (Initial and Refresher): The CONTRACTOR shall provide initial and annual <br /> refresher ADA training to all personnel providing service to the public.All service providers shall <br /> be included whether they perform such service on a regular, intermittent, or infrequent basis. At <br /> a minimum, such training shall include: <br /> Initial Training:Four(4) full hours of classroom ADA sensitivity training.This <br /> training shall include: <br /> a) Lecture on the ADA law with hands-on employee participation <br />