Baldwin Park City Council
March 6, 2024

VEHICLE SAFETY PROGRAM
PLAN

SECTION TITLE
6 PASSENGER
SAFETY
VEHICLES & 7 EQUIPMENT
Southland Transit, Inc.

SS EPP

COVERED POLICIES AND PROCEDURES
o Winter driving
0 Driving in very hot weather
'Y Vehicle breakdowns and unavoidable
stops
'Y Vehicle fire/evacuation
'Y Hold up/robbery
'Y Natural disasters
o Tornado
0 Flood procedures - vehicle
'Y General guidelines
'Y Seat-belts
'Y Child safety seats
'Y Mobility device securement and passenger
restraint systems
'Y Difficult passengers
'Y Medical condition
'Y First aid
'Y Bloodborrie pathogens/infection control
'Y Vehicles & equipment
'Y Preventive maintenance
'Y Program development
'Y Preventive maintenance needs
'Y Preventive maintenance program
'Y Format for preventive maintenance
program for transit vehicles
'Y Master vehicle service and repair record -
maintenance history

ADDITIONAL ISSUES IN SSEP PROGRAM

RESPONSE TO A MAJOR EVENT OR

EMERGENCY
'Y EMERGENCY TRAINING AND EXERCISING
./ EXPANSION OF PROCEDURES FOR

MANAGING DIFFICULTPASSENGERS
./ CLARIFICATIONS REGARDING FIRST AID AND

BLOODBORNE PATHOGENS/INFECTION

CONTROL
./ EXPANSION OF VEHICLE SECURITY

PROCEDURES
./ EXPANSION OF MAINTENANCE

PROCEDURES FOR IDENTIFYING AND

REPORTING VANDALISM, SUSPICIOUS

SUBSTANCES, OR VEHICLE TAMPERING
'Y EXPANSION OF VEHICLE PROCUREMENT
Appendix A

VEHICLE SAFETY PROGRAM
PLAN

SECTION TITLE
8 ACCIDENT

MANAGEMENT

INSURANCE
9 CLAIMS AND

LITIGATION
Southland Transit, Inc.

SSEPP

COVERED POLICIES AND PROCEDURES
~ Preventive maintenance intervals
o A Level Inspection
0 B Level Inspection
o C Level Inspection
~ Pre & post trip inspections
~ Emergency equipment on vehicles and
usage
~ Use of emergency equipment on vehicles
~ Vehicle procurement
0 Exterior
o Visibility
0 Interior
~ Vehicle security
~ Vehicle safety in and around the shop or
yard
~ Accident documentation packet
~ Accident notification procedures - driver
responsibility
~ Accident investigation - management
responsibility
~ Accident investigation kit
~ Reconstruction & analysis
~ Drug and alcohol tests
~ Media relations and crises communication
after an accident
~ Dealing with adjusters
~ Dealing with attorneys - ours/theirs

ADDITIONAL ISSUES IN SSEP PROGRAM

PROCEDURES TO ADDRESS SECURITY

TECHNOLOGY
./ ADDITIONAL TOOLS FOR ACCIDENT

DOCUMENT PACKET TO ADDRESS

SECURITY
~ ADDITIONAL TOOLS FOR MEDIA RELATIONS
~ ADDITIONAL CONSIDERATIONS FOR

COVERAGE
Appendix A
Page4 of5

VEHICLE SAFETY PROGRAM
PLAN

SECTION TITLE

MANAGEMENT

DAY TO DAY

OPERATIONS -
10 MONITORING FOR
SAFETY
Southland Transit, Inc.

SS EPP

COVERED POLICIES AND PROCEDURES
~ Record keeping
~ Keeping informed
o Websites
o Publications

ADDITIONAL ISSUES IN SSEP PROGRAM
~ ADDITIONAL REPORTS FOR SECURITYRELATED INCIDENTS
Appendix A

INJURY ILLNESS

PREVENTION PROGRAM

SAFETY AND HEALTH POLICY

PROGRAM OBJECTIVES
The success of the company’s Safety and Health Program depends on the sincere, constant, and cooperative effort of all program officials, management, and employees. Their active participation and support of the safety program and implementation of its procedures will make it a success.

Annual Review:

The following objectives and goals have been established to gauge the success of our program, as a minimum guideline, and will be reviewed annually by the Safety Coordinator to evaluate the program’s safety performance:

Objectives:

1. To provide a safety and health program consistent with good operating practices and maintain compliance with applicable safety and health regulations.

2. To create an attitude of safety consciousness in management, supervision, and employees throughout all operations regarding all health and safety matters.

In order to accomplish these objectives, our safety program will include:

1. Preplanning for safety in every portion of the operation through the active cooperation and participation of management personnel. We will draw upon their experience and expertise to anticipate and mitigate or eliminate accident-producing situations.

2. Provide mechanical and physical safeguards to the maximum extent possible in compliance with government regulations, i.e., State or Federal OSHA, fire codes, etc.

3. Conduct a program of safety and health inspections to discover and correct unsafe working conditions or practices; to control health hazards; and to comply fully with the safety and health standards for each job, operation, and facility.

4. Training for all employees on good safety and health practices.

5. Providing the necessary personal protective equipment and instructions for its use and care.

6. Developing and enforcing safety and health rules and requiring all employees to cooperate with these rules as a condition of employment.

7. Investigating every accident promptly to find its cause and correcting the problem in order to prevent recurrence.

STI Injury Illness

RESPONSIBILITY
The Injury and Illness Prevention (IIP) Program administrator, Jason Snow
has the authority and the responsibility for implementing and maintaining this IIP Program for Southland Transit, Inc.

Managers and supervisors are responsible for implementing and maintaining the IIP Program in their work areas and for answering worker questions about the IIP Program. A copy of this IIP Program is available from each manager and supervisor.

COMPLIANCE
All workers, including managers and supervisors, are responsible for complying with safe and healthful work practices. Our system of ensuring that all workers comply with these practices include the following practices:

Informing workers of the provisions of our IIP Program.
Evaluating the safety performance of all workers.

Recognizing employees who perform safe and healthful work practices.
Providing training to workers whose safety performance is deficient.
Disciplining workers for failure to comply with safe and healthful work practices.

COMMUNICATION

All managers and supervisors are responsible for communicating with all workers about occupational safety and health in a form readily understandable by all workers. Our communication system encourages all workers to inform their managers and supervisors about workplace hazards without fear of reprisal.

Our communication system includes the following items:

New worker orientation including a discussion of safety and health policies and procedures.
Review of our IIP Program.

Training programs.

Regularly scheduled safety meetings.

Posted or distributed safety information.

A system for workers to anonymously inform management about workplace hazards.

STI Injury Illness

DISCIPLINARY POLICY
The following conditions could result in disciplinary action under the provisions of this policy:

1. Violation of a supervisor’s safety-related instructions.

2. Violation of established safety rules and/or procedures.

3. Violations of instructions on posted safety-related signs.

4. Accumulation of an excessive number of injuries (three or more within a 24 month period.)

5. Obvious unsafe actions as may be indicated by the improper use of equipment, horseplay, or practical joking, poor housekeeping practices, etc.

6. Lack of concern toward safety instructions and programs.

The above circumstances are not intended to be all-inclusive. Any other circumstances that indicate an employee’s disregard for his/her own safety, the safety of others, or the neglect of proper care for equipment, may also result in disciplinary action under the provisions of this policy.

Supervisors will also be subject to disciplinary action when their employee receives some form of disciplinary action for violation of safety rules and guidelines, or when the supervisor demonstrates negligence in their implementation or enforcement of written policy. Any member of supervision may be subject to disciplinary guidelines as an individual employee or as a member of management.

Depending on the circumstances or the severity of the violation or incident, any level of discipline, which is most appropriate for the time and action, up to, and including termination, may be implemented.

HAZARD ASSESSMENT
Periodic inspections to identify and evaluate workplace hazards shall be performed by a competent observer in the following areas of our workplace:

Periodic inspections are performed according to the following schedule:

1. When we initially established our IIP Program;

2. When new substances, processes, procedures or equipment which present potential new hazards are introduced into our workplace;

3. When new, previously unidentified hazards are recognized;

4. When occupational injuries and illnesses occur; and

5. Whenever workplace conditions warrant an inspection.

STI Injury Illness

ACCIDENT/EXPOSURE INVESTIGATIONS
Procedures for investigating workplace accidents and hazardous substance exposures include:

1. Interviewing injured workers and witnesses;

2. Examining the workplace for factors associated with the accident/exposure;

3. Determining the cause of the accident/exposure;

4. Taking corrective action to prevent the accident/exposure from reoccurring; and

5. Recording the findings and actions taken.

HAZARD CORRECTION
Unsafe or unhealthy work conditions, practices or procedures shall be corrected in a timely manner based on the severity of the hazards. Hazards shall be corrected according to the following procedures:

1. When observed or discovered; and

2. When an imminent hazard exists which cannot be immediately abated without endangering employee(s) and/or property, we will remove all exposed workers from the area except those necessary to correct the existing condition. Workers who are required to correct the hazardous condition shall be provided with the necessary protection.

TRAINING AND INSTRUCTION
All workers, including managers and supervisors, shall have training and instruction on general and job-specific safety and health practices. Training and instruction is provided:

1. When the IIP Program is first established;

2. To all new workers, except for construction workers who are provided training through a construction industry occupational safety and health training program approved by Cal/OSHA;

3. To all workers given new job assignments for which training has not previously provided;

4. Whenever new substances, processes, procedures or equipment are introduced to the workplace and represent a new hazard;

5. Whenever the employer is made aware of a new or previously unrecognized hazard;

6. To supervisors to familiarize them with the safety and health hazards to which workers under their immediate direction and control may be exposed; and

7. To all workers with respect to hazards specific to each employee's job assignment.

STI Injury Illness

General workplace safety and health practices include, but are not limited to, the following:

1. Implementation and maintenance of the IIP Program.

2. Emergency action and fire prevention plan.

3. Provisions for medical services and first aid including emergency procedures.

4. Prevention of musculoskeletal disorders, including proper lifting techniques.

5. Proper housekeeping, such as keeping stairways and aisles clear, work areas neat and orderly, and promptly cleaning up spills.

6. Prohibiting horseplay, scuffling, or other acts that tend to adversely influence safety.

7. Proper storage to prevent stacking goods in an unstable manner and storing goods against doors, exits, fire extinguishing equipment and electrical panels.

8. Proper reporting of hazards and accidents to supervisors.

9. Hazard communication, including worker awareness of potential chemical hazards, and proper labeling of containers.

10. Proper storage and handling of toxic and hazardous substances including prohibiting eating or storing food and beverages in areas where they can become contaminated.

RECORDKEEPING
Our establishment has twenty or more workers and is not on a designated low hazard industry list. We have taken the following steps to implement and maintain our IIP Program:

1. Records of hazard assessment inspections, including the person(s) conducting the inspection, the unsafe conditions and work practices that have been identified and the action taken to correct the identified unsafe conditions and work practices, recorded on a Safety Inspection Form; and

2. Documentation of safety and health training for each worker, including the worker's name or other identifier, training dates, type(s) of training, and training providers, recorded on a worker training and instruction form.

Inspection records and training documentation will be maintained for one year, except for training records of employees who have worked for less than one year which are provided to the employee upon termination of employment.

STI Injury Illness

Investigation, Inspection, Correction
Forms
SOUTHLAND TRANSIT, INC.

EMPLOYEE SAFETY & HEALTH SUGGESTION FORM
I would like to report, without fear of reprisal, what I believe to be a safety/health hazard that may cause injury, illness, death, or damage to an employee, or the public.

Describe Safety/Health Problem:___________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ Location: ___________________________________________________________________ Suggestion to Correct Problem:_____________________________________________ ___________________________________________________________________________ Employee's Name (Optional) __________________________________________________ Received by: __________________________________ Date _______________________

Review and Comments
Comments: __________________________________________________________________ ____________________________________________________________________________ Reviewed by: _________________________________ Date:________________________ Comments: __________________________________________________________________ ____________________________________________________________________________ Reviewed by: _________________________________ Date:________________________ Comments: __________________________________________________________________ ____________________________________________________________________________ Reviewed by: _________________________________ Date:________________________

ACTION TO BE TAKEN
___________________________________________________________________________ ___________________________________________________________________________ Approved by: _______________________________________ Date: _________________ Effective Date: _________________________
Original to Safety Coordinator

SAFETY VIOLATION NOTICE

EMPLOYEE WARNING
Employee Name __________________________________ Dept.____________________ Date of Warning _________ 1st/2nd Notice______________ 3d/4th Notice_________ Date of Violation _________ Time ___________ Location_________________________ Safety Violation (explain)_____________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ Violation Considered to be:

Extremely Serious ___ Serious ____ Minor ____ Other______________ COMMENTS_______________________________________________________________ ___________________________________________________________________________ Witness ________________________________ Reported by _____________________ ______________________________________________________________________________ Supervisor's Comments:_____________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ Supervisor's Signature _________________________________ Date ____________ Employee's Comments:_______________________________________________________ _____________________________________________________________________________ ______________________________________________________________________________ Employee's Signature _________________________________ Date ______________ Correction: What action has or will be taken to prevent recurrence? (List then place an X by completed items and date.)_____________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________

Safety Coordinator Signature _______________________________ Date____________ Dept Manager Signature __________________________________ Date____________ Originals to Personnel
Copies Safety Coordinator Employee

ACCIDENT INVESTIGATION REPORT
Date of Occurrence __/__/__ Time ______ a.m./p.m. Date Reported ___/__/___

INJURY OR ILLNESS
Name _________________________Part of Body Injured _____________________ Job _______________________ Location of Accident _______________________ Nature of Injury or Illness_______________________________________________ Object/Equipment Inflicting Injury or Illness ________________________________ Person with Most Control of Object/Equipment ______________________________ Activity at time of Accident _____________________________________________

FLEET OR PROPERTY DAMAGE
Estimated Cost _____________________ Actual Cost ______________________ Nature of Damage _____________________________________________________ Vehicle Speed ______________ Registration No. of Equipment ________________ Object/Equipment Causing Damage _______________________________________ Person with Most Control - Inflicting Damage _______________________________ Describe clearly how the accident occurred. (For all motor vehicle accidents, draw a diagram on other side.)
___________________________________________________________________________ ___________________________________________________________________________ The Cause of the Accident: What acts, failure to act, and/or conditions contributed most directly to this accident? Describe unsafe acts and/or unsafe conditions. _____________________________________________________________________________ ______________________________________________________________________________ Explain specifically why these acts and/or conditions existed. _____________________________________________________________________________ ______________________________________________________________________________ Loss Severity Potential: ___Major ___Serious ___ Minor
Probable Frequency Rate ___ Frequent ___ Occasional ___ Rare What action has or will be taken to prevent recurrence? (List items, then place an X by items completed and date.)
___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ________________________________________ _______________ Injured Employee's Supervisor's Signature Date
_________________________________________ ________________ Reviewing Manager Date
Original Safety Supervisor
Copy Personnel File

SAFETY INSPECTION FORM

Supervisor: ____________________________ Inspector: _________________________ Location: _____________________________ Date: ___/___/___ All items which need correction are marked with a "C". Note the corrections needed and suggestions for corrective action below. Mark items which are acceptable with an "A".

Actions of Employees

1. Personal protective equipment being worn as required? __________

2. Employees safety-trained for the job being performed? __________

3. Employees following proper work procedures? __________ Safety Conditions

4. Walkways, floors, and work areas properly maintained? __________

5. Housekeeping and cleanup adequate? __________

6. Office equipment properly maintained? __________

7. Power tools or equipment maintained and guarded? __________

8. Flammable liquids/chemicals properly used, identified and stored? _________

9. Adequate illumination provided? __________

10. Adequate ventilation provided? __________

11. Environmental hazards reviewed and maintained? __________

12. Fire protection equipment provided and maintained? __________

13. First aid and emergency medical supplies available? __________

14. Sanitation and drinking facilities properly maintained? __________

15. Safety communication and publicity provided? __________

16. Emergency procedures and phone numbers posted? __________ Corrections
_________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ Suggestions
_________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ Completed by: __________________________________________ Date ___/___/____ Original Safety Coordinator
Copy Management

REQUEST FOR CORRECTIVE ACTION
Request #: ______________ Date ___/___/___ Time: ____________ Requested by: _________________________________ Title:_____________________ To: _____________________________________________ Title:_____________________ Upon receipt of this request you are asked to complete this form indicating the corrective action taken, if necessary, on the problem stated below.

Problem:______________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ____________________________________________________________________________ NOTICE OF CORRECTIVE ACTION MUST BE FURNISHED WITHIN 10 DAYS TO THE SAFETY COORDINATOR OR A MEMBER OF EXECUTIVE MANAGEMENT.

ANALYSIS OF THE PROBLEM:

CAUSES:
______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ANALYSIS:
______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ CORRECTIVE ACTION (to prevent recurrence)
______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ Signature: _______________________________ Effective Date: _________________ Original Safety Coordinator
Copy Supervisor
Employee Training Record Forms

ORIENTATION CHECKLIST - SAFETY & HEALTH PROGRAM
_____ 1. Discussed the company safety program and provided employee with a copy of applicable safety rules for the job.
_____ 2. Reviewed and discussed the company Safety & Health Procedures Manual and applicable items for employee.
______ a. Safety and Health Policy
______ b. Code of Safe Practices
______ c. Disciplinary Policy & Enforcement Practices
______ d. Accident Reporting Procedures
______ e. Reporting Unsafe Conditions
______ f. Proper Lifting Techniques
______ g. Special Protective Equipment Requirements
_____ 3. Showed location of fire alarms, fire extinguisher, fire exits, and discussed evacuation plan.
_____ 4. Discussed job training requirements and how assignments are made; reviewed job description and trained for job (copy attached).
_____ 5. Given instructions regarding personal appearance.

I have discussed and understand all above statements and instructions.

Supervisor:_______________________________________________________ (Sign and date)
Employee: ________________________________________________________ (Sign and date)
Original to Personnel

CODE OF SAFE PRACTICES
Southland Transit, Inc.

The purpose of the Code of Safe Practices is to assist you in making safety a regular part of your work habits. This is a minimum guide to help identify your responsibility for safety. Your supervisor is obligated to hold you responsible for your safety by providing you a safe place to work.
a. I will immediately report to my supervisor all accidents or near misses, and injuries, no matter how slight, that occur on the job.
b. I will cooperate with and assist in the investigation of accidents to identify the causes and to prevent recurrence.
c. I will promptly report to my supervisor any unsafe acts, practices, or conditions that I observe.
d. I will become familiar with and observe safe work procedures during the course of my work activities.
e. I will keep my work areas clean and orderly.
f. I will avoid engaging in horseplay and avoid distracting others. g. I will obey all safety rules and follow published work instructions. h. I will wear personal protective equipment as required by my supervisor. i. I will inspect all equipment prior to use and report any unsafe conditions to my immediate supervisor.
j. I will submit any suggestions for accident prevention which may assist in improved working conditions or work practices to my immediate superior. k. I will not smoke on the premises.
l. I will not bring onto the job, have in my possession, or in my car, any weapons or ammunition of any kind.
m. I will not have in my possession, use, or introduce intoxicating liquor or illegal drugs on any customer's property or work area or facility, and I will accept possible discharge for these illegal actions.
n. I will not come to work under the influence of intoxicating liquor or illegal drugs, and realize that I will not be allowed to start work and may be immediately discharged for this action.

I HAVE READ AND UNDERSTAND THE ABOVE ITEMS AND REALIZE THAT

FAILURE TO FOLLOW THESE RULES MAY BE GROUNDS FOR DISMISSAL WITH NO POSSIBILITY OF REHIRE.

SOUTHLAND TRANSIT, INC.

EMPLOYEE ACKNOWLEDGMENT FORM

CODE OF SAFE PRACTICES
I _____________________________, hereby acknowledge that I have received, read and understand the "Code of Safe Practices for Southland Transit, Inc.

I agree to conform to all practices, safety rules, and regulations relating to safe work performance.

I understand that my failure to follow these safety procedures will result in disciplinary action up to and including discharge.

I further understand that:
a) It is my responsibility to report all unsafe conditions or violations of the Code of Safe Practices to my supervisor or other management personnel in order to minimize the potential of injury to my fellow workers.
b) I am encouraged to inform my immediate superior of any hazards on the job without fear of reprisal, and that should my assistance create any such action or related intimidation that I am encouraged to contact the Safety Coordinator or management by phone or mail. _______________________________________ _____________________ Employee Signature Date
_______________________________________ _____________________ Supervisor Signature Date
Original to Personnel

TRAINING CLASS RECORD
I certify that the employees listed below received safety training in the subject(s) as indicated.

Date: ___________ Subject(s):________________________________________________ Title(s) of Film(s), Video(s) or slide presentation(s) shown to employees:
______________________________________________________________________________ ______________________________________________________________________________ Attached is an outline of the specific items discussed in this training program, along with handouts, if any.

Instructor's Signature: ____________________________________ Date ___/___/___ Instructor's Name (Please Print) ___________________________________________ Initial Employee Name (Please Print) Employee Signature _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ ______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________ _______ _____________________________ ______________________________

INITIAL TRAINING RECORD
(Individual Employee Training Documentation)
Name of Employee:
__________________________________________________________ Training Subject:
___________________________________________________________ Training Material
Used:______________________________________________________ Name of Trainer:
____________________________________________________________ Date of Hire/Assignment:_______________________________________ I, _______________________ hereby certify that I have received training as described above in the following areas:
___ The potential occupational hazards in general in the work area and associated with my job assignment.
___ The CODE OF SAFE PRACTICES which indicates the safe work conditions, safe work practices, and personal protective equipment, if any, required for my job.
___ The hazards of any chemicals to which I may be exposed and my right to information contained on material safety data sheets for those chemicals, and how to understand this information.
___ My right to ask questions, or provide any information to the employer on safety either directly or anonymously without fear of reprisal. ___ Disciplinary procedures the employer will use to enforce compliance with "CODE OF SAFE PRACTICES."

I UNDERSTAND THIS TRAINING AND AGREE TO COMPLY WITH THE "CODE OF SAFE PRACTICES" AND ALL SAFETY RULES FOR MY WORK AREA.
_______________________________________________ __/___/___ Employee Signature Date
Original Personnel

HAZARD COMMUNICATION PROGRAM
The Right to Know

HAZARD COMMUNICATION PROGRAM
“EMPLOYEE RIGHT TO KNOW”
The following is the Southland Transit, Inc. Hazard Communication/ Employee Right to Know Program. This program was developed to acquaint employees who work with, or are potentially exposed to hazardous materials with the issues involved in the handling of hazardous materials. Hazardous materials or substances are characterized as any chemical, compound, or mixture that, because of physical or chemical properties may be:
 Combustible
 Flammable
 Explosive
 Pyrophoric
 Oxidizing
 Toxic
 Carcinogenic
 Corrosive
This program respects the rights of employees to be well informed about chemicals and chemical exposures (potential and real) that exist, or may in the future at Southland Transit, Inc.

The responsibility for the installation and of this program belongs to Wayne Seale, Maintenance Director . It will be his/her job to ensure that this program continues to meet the requirements of the Hazard Communication/Employee Right to Know Law, and that it remains in force. If you should have any questions or concerns about any of the materials that you come in contact with, now or in the future, you may contact Wayne Seale , or the office for assistance.

Section One
Rights and Responsibilities
I. The Employee has Rights
A. An Employee has the Right to Know about the hazards that you face on the job.

B. An Employee has the Right to be trained about such hazards and how to protect him/herself from them.

C. An Employee cannot be discriminated against or fired because s/he asked for information and training on how to handle hazardous materials.

D. An Employee is allowed to provide information to a legal or medical representative.

II. The Company has Obligations
A. To train all employees in the physical and health hazards of materials in the workplace.

B. To train employees how to protect themselves from these hazards, including providing and showing the proper use of any personal protective equipment which may be required.

C. To provide an emergency plan.

D. To Train in the detection of possible hazardous material releases in the workplace.

E. To explain how to properly read and understand information on a container label.

F. To explain how to properly read and understand the information located on a Material Safety Data Sheet.

G. To inform employees of the location of hazardous materials in the workplace.

III. The Company and the Employees Both have Obligations A. To provide a safe work environment.

B. To educate and be educated about Hazardous Materials.

C. To use, recognize and understand warning labels.

D. To answer and ask questions.

Section Two
Training and Information
I. OSHA requires company to train and continually educate employees about the Hazardous Communication Program.

II. To implement the training requirements, training will take place at the following times:

A. At the time an employee is first assigned to the site.

B. At the time any new hazard is introduced to the worksite and/or to an employee’s job.

C. When hazardous materials are changed by the manufacturer.

D. Throughout the year.

E. At the request of management.

III. The mandatory requirements of employee training are:

A. How the hazardous communication program is implemented; B. Physical and health hazards of the work area, including identification of locations throughout the facility using potentially hazardous materials; C. Detection of the presence of hazardous chemicals by sight and smell; D. Safe work practices, including any specific measures which may be needed while working in specific areas, or with specific materials; E. Procedures and equipment provided to help protect employees, such as ventilation system, personal protection equipment, etc.

F. Methods to detect hazards, such as personal monitoring and facility audits; G. Explanation of emergency procedures;
H. Primary and secondary labeling of hazardous materials; I. How to read and interpret the information labels and MSDS. ** See attached Glossary of Terms used in Material Safety Data Sheets; and J. Where the MSDS binder can be located for employee use.

IV. A record of the training and those in attendance will be kept in the MSDS binder. (See Section Four, II).

V. Contractors
A. The individual on site who is responsible for the maintenance of the MSDS binder shall refer all outside contractors to the MSDS binder for information regarding any materials to which the contractor and its employees may be exposed. Contractors doing business at the facility are required to sign a Contractor’s Notification sheet, which will be kept in the MSDS binder.

B. Outside contractors must provide MSDSs for any materials that the contractor may bring into the facility. The individual on site who is responsible for the maintenance of the MSDS binder must request such MSDS and file the MSDS.

C. The outside contractor is responsible for training its employees regarding Hazard Communication.

CONTRACTORS NOTIFICATION
As required by law under the Hazard Communication Statute, Title 8, Sec. 5194, of the California Administrative Code, we are hereby notifying our contractors and their employees of hazardous materials or substances on site.

Southland Transit, Inc. has a written and implemented Hazard Communication Program.

There are procedures in place for handling hazardous materials or substances at this facility. It is our contention that contractors and their employees understand that hazardous materials and substances are used, and or stored at this facility. It is, however, the responsibility of the contractors to insure that their employees are aware of the hazardous materials or substances used or stored at this facility, and their potential contact with them. It is the responsibility of the contractors to translate, and communicate all information pertaining to hazardous materials or substances, at this facility, to their employees as necessary. If illiteracy is a problem for said contractors’ employees, the contractors then have the responsibility to read this notification, and any other pertinent Hazard Communication information to their employees. It is the responsibility of the contractors to supply and provide any necessary or required Personal Protective Equipment to their employees. Also, it is the responsibility of the contractors and their employees to inquire about, and wear, any Personal Protective Equipment that is, or may be required at this facility. Furthermore, it is the responsibility of the contractors and their employees to follow all safety rules pertaining not only to hazardous materials and substances, but also to safety in general at this facility. These safety rules are available upon request.

A copy of this company’s Written Hazard Communication Program will be furnished upon request.

I, the undersigned, as a representative for , acknowledge that I have received, read, and understand this Contractor’s Notification Form.

Print name of Contractor’s Representative Date

Contractor’s Representative Signature

Southland Transit Representative Signature Date
Section Three
Container Labeling Responsibility
Your health and safety, and that of your fellow employees may depend on your ability to understand the label information on a hazardous material or substance container. Picking up a container of any chemical and using it without knowing exactly what it is, or what risks are involved in its use, can have dramatically negative affects. This is why we at Southland Transit, Inc. need to make a conscious effort to insure that all of our hazardous material containers, both primary (from the factory), and secondary (containers we transfer chemicals into) are properly, and clearly labeled at all times. To have compliance throughout this facility, your supervisor has the responsibility to maintain proper labeling of hazardous material containers in your department.

Container labeling will be accomplished in two ways in our facility. As mentioned above, the first will be primary, labeling from the manufacturer. This type of labeling will exist on all hazardous material containers that are accepted. These labels will remain on the primary container as long as it remains at this facility. The only exceptions to this would be in conjunction with Hazard Communication Standards, at which time, you would be notified by Hazard Communication Agent. The second method for accomplishing labeling would occur when secondary container transferring occurred.

Under these circumstances, only authorized personnel will be allowed to transfer hazardous materials or substances from the primary container to a secondary container.

They will also have the responsibility to transfer appropriate label information to the secondary container, to create uniformity and compliance throughout the facility.

Product Labels
I. How to Determine if a Material is Hazardous
A. OSHA Definition: A hazardous material is any material which could cause injury or death to a person, or could damage and pollute land, air or water.

B. Determination can be made by:

1. Reading the Warning Label

2. Reading the Inventory Roster in the Material Safety Data Binder to locate the MSDS

3. Reading the Material Safety Data Sheet
C. Two Government Agencies which regulate the definition of Hazardous Materials

1. The Environmental Protection Agency, takes care of pollution to the environment

2. The Occupational Safety and Health Administration, takes care of hazards to the employee
II. The Container Warning Label
A. The warning label is the fastest and easiest way to gain basic information, given to you by the manufacturer. Always read the warning labels before using the product.

B. Label Information

1. Chemical Name

2. Hazard Warnings – three kinds
a) CAUTION: the least hazardous type of material
b) WARNING: a more hazardous type of material
c) DANGER: extremely hazardous material. If marked DANGER ask for more information.

3. Hazardous Ingredients

4. Manufacturer’s Name and Address

5. Appropriate cautions and personal protective measures C. Additional Information on Labels

1. Basic Warnings
a) Keep Away From Flames
b) Avoid Skin Contact
c) Avoid Breathing Vapors

2. Fire Information/Protection
a) How Flammable is the Product
b) Type of Fire Extinguisher to use to stop a fire

3. First Aid

4. Spill Information/Protective Clothing to Wear if Handling a Spill

5. Handling and Storage
a) How to handle
b) What Protective Clothing to wear to handle
c) Where and How to Store

6. Disposal of Empty Containers and Unused Portions
D. If the Product Has No Label

1. Do not handle until further information provided

2. Determine what is in the container

3. Label the Container
E. Replacement Labels

1. Replace labels that are unreadable, or torn, or when transferring material from one container to another
F. Secondary Container

1. A secondary container is any container that holds material from a primary source. Ex: spray bottle, squeeze bottle

2. At a minimum, secondary containers must be labeled with the name of the contents and any hazard warnings, including any health and physical hazards. Physical hazards include fire or flash point hazards, reactivities, and any specific hazards.

3. The company will provide all chemicals necessary to perform the job function. Do not bring chemicals from home to the workplace without proper authorization. If authorized the chemical must be properly inventoried, labeled, and if appropriate an MSDS put on file.

Section Four
Material Safety Data Sheets (MSDS) and
the MSDS Binder
I. The MSDS contains the most information about any hazardous material.

A. Manufacturer is required by law to supply an MSDS with every material they sell.

B. The MSDS must include the following information:

1. Manufacturer’s name and address
a) Phone number
b) Emergency response number (spill & physical)

2. Chemical identification
a) Chemical name
b) Trade name

3. Hazardous ingredients
a) What is in the material
b) Permissible exposure limits
c) Threshold limit values

4. Physical and chemical characteristics
a) Characteristics of material
b) Evaporation data
c) Specific gravity

5. Fire and explosion hazards
a) Flash point
b) What type of extinguisher to use
c) Protective equipment necessary in a fire

6. Reactivity – does it react with other materials

7. Health hazards
a) What symptoms might be felt if exposure occurs
b) What type of first aid is required

8. Precautions and control measures
a) How to properly treat, store and handle spills
b) List personal protective equipment recommended when working with the material
c) Any other special precautions
II. MSDS sheets will be obtained and maintained by .

A. S/he will contact all suppliers, and/or manufacturers and request MSDS on all hazardous materials supplied to us.

B. Requests will be made by phone or registered mail. If the MSDS is not received from the supplier within 25 days, CAL/OSHA will be notified, by registered mail as required by law.

C. Upon receipt of the MSDS s/he will verify for completeness utilizing the MSDS checklist provided. If there are omissions, a copy of the checklist will be sent to the manufacturer and a request for a new and complete MSDS will be made. If not received within 25 days, CAL/OSHA will be notified.

III. An MSDS Binder shall be maintained at every worksite.

A. The binder will be kept in a location that is accessible to the employees of all workshifts.

B. The Binder will contain:

1. The name of the individual(s) responsible for compiling the binder, including updates and removal of sheets on products no longer in use.

2. The written Hazard Communication Program.

3. Explanation of how to use the Binder.

4. A list of all hazardous chemicals (Hazardous Material Inventory Roster) for any and all areas of work, including the office, the shop, and materials used by the drivers. Such materials include but are not limited to:
pesticides, paint, solvents, antifreeze, used oil, batteries, used oil filters, window washer fluid, cleansers, fuel, floor wax, etc.

5. A separate MSDS for each chemical used at the facility. If an MSDS is not received from the supplier,
a) Make a request in writing to the supplier that an MSDS be sent as soon as possible; and
b) Include documentation of the request in the binder.

6. A record of training and those in attendance.

7. Contractor Notification Sheet.

MSDS DEFICIENCIES CHECKLIST
The following MSDS has been reviewed for obvious deficiencies as required by Title 8, Sec. 5194 (g) of the California Administrative Code. The following deficiencies exist:

1. Product Information:
a. Manufacturer/MSDS Preparer:
b. Address:
c. Product/Trade Name:

2. MSDS Deficiencies (Check those missing from label)

a. Product identity/trade name matches the label identity.
b. Chemical and common names of each hazardous ingredient.
c. CAS number for each hazardous ingredient.

d. Physical data (flash point, vapor pressure, etc.)

e. Potential fire hazard.

f. Potential explosion hazard.

g. Potential reactivity.

h. Health hazards (in laymen’s terms)

i. Potential routes of entry (absorption, ingestion, inhalation)
j. Signs and symptoms of exposures.

k. Medical conditions aggravated by exposures.

l. OSHA PEL’s / ACGIH TLV’s.

m. OSHA, NTP, and IARC carcinogen status.

n. Hygienic practices.

o. Safe handling practices.

p. Protective measures for repair and maintenance of equipment.
q. Spill cleanup procedures.

r. Control measures (engineering, work practices, personal protective equipment.)

s. Emergency and first aid procedures.

t. Date of MSDS preparation or revision.

u. Name, address, and emergency phone number of MSDS preparer.

3. Inaccurate Information Noted on MSDS:

4. Company of Use:

Address:

5. Reviewer of MSDS: Date:

Location:

Material Safety Data Sheets
Glossary of Terms
Absorption: The movement of hazardous material through the skin into the blood stream
Acute: Short term effect, usually occurs when exposed to a chemical for a short time.

Boiling Point: The temperature at which a liquid becomes a gas.

Catalyst: A chemical which causes a chemical reaction to happen faster Ceiling: The maximum level of permitted exposure to a material.

Combustible: A liquid that becomes flammable when it reaches a temperature of 100 degrees Fahrenheit.

Concentration: Parts per million, is a volume per volume relation of concentration, i.e. there are so many parts of a material per one million parts of another substance.

Decomposition Products: Products that are released when a material is exposed to aging, heating, burning, air, or allowed with another material.

Evaporation Rate: The time it takes a given amount of material to completely dry up, using ether which evaporates quickly, or butyl acetate which evaporates very slowly as the measure.

Flammable (Explosive) Limits – LEL and UEL: A flammable material will burn in air when ignited. Materials are either flammable, explosive, or combustible. When a material concentration is below the Lower Explosive Limit, LEL, the material is too lean to burn. When the material concentration is above the Upper Explosive Limit, UEL, the material is too rich to burn. The material will burn if the concentration is between the LEL and UEL.

Flash Point: The temperature at which a flammable liquid produces enough vapor to burn.

Incompatibility: List of materials which should not be mixed with the material being used, in order to avoid a reaction.

Ingestion: Taking a material by mouth and swallowing it.

Inhalation: Breathing vapor or gas from a material.

Inhibitor: A chemical which, when added to another, reduces the chance of a reaction.

Oxidizing Agent: A material that gives off oxygen in a chemical reaction.

Polymerization: A reaction with extremely high or uncontrolled release of energy.

Reactivity: The ability of a material to undergo a reaction which releases heat or energy.

Solubility: The tendency of a material to dissolve in water or other solvent.

Stability: The tendency of a material to resist undesirable chemical changes during storage or transport.

Threshold Limit Value (TLV)/ Permissible Exposure Limit (PEL): Both indicate the safe exposure levels, the level to which a person can be exposed each day with no adverse effects.

Vapor Density: The weight of a vapor compared with an equal volume of air. If less than “one”, the vapor will rise. If greater than one, it will tend to fall.

Vapor Pressure: A high vapor pressure indicates a liquid will evaporate easily.

Volatile Percent: The percentage of a liquid or solid that evaporates at room temperature. The higher the percentage, the faster the material evaporates. Fast evaporation means greater danger.

Confidential
Southland Transit, Inc. and Affiliates
Combined Financial Report
Year Ended December 31, 2020
Redacted due to Proprietary or Confidential Information (PDF Pgs. 299-310) Confidential
Confidential
1 Confidential
.

Confidential . 3
Confidential
$
4 Confidential . 5
Confidential
Confidential
Confidential
Confidential
Confidential
Baldwin Park Transit and Dial-A-Ride Survey
On a scale 1 to 5 with 1 extremely dissatisfied and 5 extremely satisfied.

1. How is your overall experience with Baldwin Park dial-a-ride? 1)extremely dissatisfied 2)dissatisfied 3) neither 4) Satisfied 5) extremely satisfied

2. Is your driver courteous and helpful?
1)extremely dissatisfied 2)dissatisfied 3) neither 4) Satisfied 5) extremely satisfied

3. Does the driver operate vehicle safely/follows traffic laws? 1)extremely dissatisfied 2)dissatisfied 3) neither 4) Satisfied 5) extremely satisfied

4. Have you taken the Baldwin Park Transit pumpkin or teal line? Yes No

5. How has your overall experience with Baldwin Park Transit pumpkin/teal line been? 1)extremely dissatisfied 2)dissatisfied 3) neither 4) Satisfied 5) extremely satisfied

6. What is the primary reason you use the bus?
1)Work 2)Senior Center 3) Shopping 4) Medical 5) School

7. How often do you ride the bus?
1) Once a week 2) 2-4 days a week 3) 5 days a week 4) 6-7 days a week

8. What time of day do you most often use Baldwin Park Transit bus? 1) 6am -9am 2) 9am – 12pm 3) 12pm – 3pm 4) 3pm – 6pm 5) 6pm- 9pm

9. Will you continue using the bus service?
1)Definitely 2)Likely 3) Unsure 4) Not likely 5) Definitely not

10. What destination(s) would you like to see Baldwin Park Transit add? ______________________________________________________________________________ Please let us know any comments, complaints, or concerns you may have.

Thank you for your time.
______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ Would you like for us to contact you please write your name and number. Thank you Baldwin Park Transit and Dial-a-Ride Survey Analysis
Total Surveys Received 22
Pumpkin Line Teal Line Dial-a-Ride
1 Have you used Baldwin Park Transit Service 17 17 17
On a scale 1 to 5 with 1 extremely dissatisfied and 5 extreme satisfied 1 2 3 4 5
2 If Applicable, how is you overall experience with Pumpkin Line 5 14 3 If Applicable, how is you overall experience with Teal Line 6 13 4 If Applicable, how is you overall experience with Dial-a-Ride 3 12 5 Is your driver courteous and helpful 2 2 17
6 Does the driver operate vehicle safety/follows traffic laws 2 2 17 Work Senior
Center
Shopping Medical School
7 What is the primary reason you use the bus 6 21 14 13 7 Once a week 2-4 days a
week
5 days a
week
6-7 days a
week
8 How often do you rider the bus 4 3 9 6
6am - 9am 9am - 12pm 12pm - 3pm
3pm -
6pm
6pm - 9pm
9 What time of day do you most often use Baldwin Park Transit bus 17 3 16 4 Definitely Likely Unsure Not Likely Definitely
not
10 Will you continue using the bus service 18 4
Vineland
Swapmeet
West Covina
Mall
Frequent
Buses
Access
Card Pay
11 Are there any destination(s) would you like to see added to fixed route service 12 1 1 1 Comments Complaints Concerns
12 Please provide us with any comments, complaints, or concerns you have that would assist us with redesigning the system for your regular use: 0 0 0 17 17 17
0 2
4 6
8 10
12 14
16 18
Pumpkin Line Teal Line Dial-a-Ride
Have you used Baldwin Park Transit Service
5 14
6 13
3 12
2 2
17 2 2
17 0
2 4
6 8
10 12
14 16
18 1 2 3 4 5
If Applicable, how is you overall experience with Pumpkin Line If Applicable, how is you overall experience with Teal Line If Applicable, how is you overall experience with Dial-a-Ride Is your driver courteous and helpful
Does the driver operate vehicle safety/follows traffic laws On a scale 1 to 5 with 1 extremely dissatisfied and 5 extreme satisfied 6 21
14 13
7 0
5 10
15 20
25 Work Senior Center Shopping Medical School
What is the primary reason you use the bus
4 3
9 6
0 1
2 3
4 5
6 7
8 9
10 Once a week 2-4 days a week 5 days a week 6-7 days a week How often do you rider the bus
17 3
16 4
0 2
4 6
8 10
12 14
16 18
6am - 9am 9am - 12pm 12pm - 3pm 3pm - 6pm 6pm - 9pm
What time of day do you most often use Baldwin Park Transit bus 18 4
0 2
4 6
8 10
12 14
16 18
20 Definitely Likely Unsure Not Likely Definitely not
Will you continue using the bus service
12 1 1 1
0 2
4 6
8 10
12 14
Vineland Swapmeet West Covina Mall Frequent Buses Access Card Pay Are there any destination(s) would you like to see added to fixed route service
City of El Monte
Transit and Paratransit/Dial-A-Ride Operations - 2022
December 2021
COPY

COVER LETTER
Cover Letter
1 COVER LETTER
December 9th, 2021
Ms. Sarah Zadok
City Clerk
City of El Monte
11333 Valley Boulevard
El Monte, CA 91731
Re: Proposal for the City of El Monte Fixed Route and Paratransit Services Contract 2022 Dear Ms. Zadok,
First Transit is pleased to submit this proposal to the City of El Monte for the Transit and Paratransit/Dial-A-Ride Operations – 2022 Request for Proposals. We have carefully reviewed the requirements outlined in the RFP and conducted extensive research to ensure we understand the City of El Monte’s goals. Our proposal includes a suite of solutions that will achieve your goals of providing a quality, reliable, properly reported and innovative mobility program that meets the needs of your growing residential community.

Our industry-leading transportation solutions include:
• An experienced, local, highly qualified management team empowered to make decisions impacting service quality and continuity
• Safety- and customer-focused training programs for operators and staff to ensure passengers have a positive experience every time they ride the City’s fixed route and paratransit/Dial-A-Ride services • Competitive wage and benefits packages to attract and retain high-caliber candidates • Established operations and maintenance facility within El Monte • Stringent background screening protocols for new employees to garner a pool of only the most suitable candidates • A proactive, efficient, customizable fleet maintenance approach to reduce vehicle downtime and support service reliability • Extensive quality control measures to confirm superior service delivery and provide correct reporting data • Guidance from regional and corporate experts in operations, safety, maintenance, human resources, finance, and technology to support ongoing service quality
• Solutions to improve and maintain the highest On-Time performance reachable • Reliable and friendly bilingual customer service agents to take all calls • Value-added technologies such as Passio (for fixed route services) and CTS TripMaster (for DAR/paratransit services) scheduling and dispatching technologies, DriveCam SF300 safety technology, Geotab ProPlus, First Transit’s proprietary Management Information Dashboard and FirstBase fleet maintenance information system, and paperless shop technology
These solutions have been tested, refined, and proven over First Transit’s 65 years of experience in the passenger transportation industry. Today, these policies, programs, and procedures form the foundation of our network of nearly 350 successful operations in North America. When applied in El Monte’s operational environment, our proposed solutions will support an innovative fixed route and paratransit/Dial-A-Ride experience for your passengers.

We also recognize that cost efficiency is necessary for service sustainability. First Transit’s solutions prioritize the responsible management of your operating dollars. Our proposal details myriad ways in which we do this, including reducing overtime, employee turnover, maintenance costs, and costs related to safety issues.

Of further benefit to the City, First Transit has experience in the fixed route and paratransit/Dial-A-Ride area and has tailored our proposed approach to the characteristics and challenges unique to transit operations in this area. For example, First Transit operates the nearby services for Alhambra, Sierra Madre and San Gabriel just to name a few, where we First Transit, Inc.
600 Vine Street, Suite 1400
Cincinnati, Ohio 45202
Phone: 513-241-2200
Fax: 513-684-8852
2 successfully mitigate the challenges that El Monte faces today, all while providing high-quality, customer-focused service each day. Furthermore, as an established transportation provider within the City limits of El Monte, we understand the needs of the customer, key travel destinations and potential travel time issues within the community. First Transit’s approach will help ease the reservation process and create a more dependable service for the City of El Monte.

Throughout the contract term, First Transit will draw from our extensive organizational and local knowledge to update our approaches and identify new, innovative operational strategies as your service evolves.

We are confident that our local experience and tested solutions position us as the best provider for the City of El Monte’s fixed route and paratransit/Dial-A-Ride services.

We acknowledge the receipt of the following:
• Addendum 1, issued November 9, 2021
• Addendum 2, issued November 16, 2021
• Addendum 3, issued November 16, 2021
Please also note the following related to the ongoing COVID-19 pandemic:
• Due to the unknown timeline of how COVID-19 will impact public transportation and travel restrictions, we request that the start-up date be further discussed to include flexibility once the COVID-19 impact is fully understood by both the City of El Monte and First Transit.
• Due to the unknown impact of COVID-19 and the time it will take service volumes to return to the City’s historical normalcy, when appropriate we would request further discussions and negotiations with the City on how to adequately cover our operational fixed costs due to reasons beyond First Transit or the City’s control – for example, when the revenue time, miles or hours is below what bidders have been asked to price.

First Transit is excited to explore a future partnership with the City of El Monte as you consider the next phase of your transportation service’s evolution. Your primary contact for this opportunity is Rashidi Barnes, Director of Business Development, MaaS. He can be reached at (949) 400-4839 or [email protected] and is ready to answer any questions you may have or to discuss our capabilities as a provider.

Sincerely,
Bradley A. Thomas, President
First Transit, Inc.

TABLE OF CONTENTS
Table of Contents
i
IVR

TABLE OF CONTENTS
COVER LETTER.....................................................................................................................................................................................................1 SCOPE OF SERVICES...........................................................................................................................................................................................3 SUMMARY: SCOPE OF SERVICES COMPLIANCE .......................................................................................................................................................3 BACKGROUND AND EXPERIENCE OF THE PROPOSER..................................................................................................................................5 ABOUT FIRST TRANSIT ..........................................................................................................................................................................................5 OUR HISTORY.......................................................................................................................................................................................................6 OUR VISION AND VALUES ......................................................................................................................................................................................6 COMPANY INFORMATION CHART ............................................................................................................................................................................7 WHAT SETS FIRST TRANSIT APART........................................................................................................................................................................8 Proven Performance......................................................................................................................................................................................8 Innovative Transportation ..............................................................................................................................................................................8 Awards and Recognitions ..............................................................................................................................................................................8 MULTIMODAL OPERATIONS EXPERIENCE ...............................................................................................................................................................9 Overview of Experience.................................................................................................................................................................................9 EXPERIENCE IN CALIFORNIA AND THE EL MONTE AREA .........................................................................................................................................10 California Experience...................................................................................................................................................................................10 .....................................................................................................................................................................................................................12 El Monte experience ....................................................................................................................................................................................12 MICROTRANSIT EXPERIENCE ...............................................................................................................................................................................13 success Story ..............................................................................................................................................................................................13 MICROTRANSIT DEPLOYMENTS .............................................................................................................................................................14 ALTERNATIVE FUELS...........................................................................................................................................................................................14 ii
Experience with Alternative Fuels................................................................................................................................................................15 MAINTENANCE CONSIDERATIONS FOR ALTERNATIVE FUELS ..........................................................................................................15 Experience Operating and Maintaining Electric Fleets ................................................................................................................................15 PROPOSED PERSONNEL AND MANAGEMENT PLAN....................................................................................................................................16 PROPOSED MANAGEMENT AND STAFFING STRUCTURE .........................................................................................................................................16 City of El Monte Local Leadership Team.....................................................................................................................................................17 Management Team Responsibilities............................................................................................................................................................19 WEST REGION MANAGEMENT TEAM.....................................................................................................................................................................19 EMPLOYEE TRAINING ..........................................................................................................................................................................................21 Operator Training.........................................................................................................................................................................................21 Customer Service Training ..........................................................................................................................................................................25 Customer Relations .....................................................................................................................................................................................26 Conflict Resolution and Avoidance Training................................................................................................................................................27 Dispatcher Training......................................................................................................................................................................................27 Road Supervisor Training ............................................................................................................................................................................29 Maintenance Technician Training................................................................................................................................................................31 First America University (Confidential) ........................................................................................................................................................33 FIRST TRANSIT’S SAFETY APPROACH...................................................................................................................................................................34 Establishing Safety as a Core Value ...........................................................................................................................................................34 Our Safety Commitment in Action ...............................................................................................................................................................39 Safety Record ..............................................................................................................................................................................................41 EMPLOYEE WAGES AND BENEFITS.......................................................................................................................................................................42 Salary Range and Benefits ..........................................................................................................................................................................42 Employee Recruiting and Hiring Program – hIRING Talented Employees..................................................................................................45 Employee Retention ....................................................................................................................................................................................49 STAFFING LEVELS...............................................................................................................................................................................................51 MAINTENANCE PROGRAM/STRATEGY ...........................................................................................................................................................51 FIRST TRANSIT’S COMPREHENSIVE MAINTENANCE PLAN.......................................................................................................................................51 Protecting The City’s Investment and Ensuring Fleet Reliability .................................................................................................................51 Preventive Maintenance Program ...............................................................................................................................................................53 Management of the Maintenance Process ..................................................................................................................................................56 Maintenance Quality Assurance ..................................................................................................................................................................59 FirstBase and Key Performance Indicators .................................................................................................................................................59 Responding to Road calls............................................................................................................................................................................60 Vehicle Appearance.....................................................................................................................................................................................61 Recognizing Maintenance Excellence.........................................................................................................................................................62 MAINTENANCE OF EQUIPMENT.............................................................................................................................................................................63 MAINTENANCE PERSONNEL .................................................................................................................................................................................64 PREVENTIVE MAINTENANCE PROGRAM ................................................................................................................................................................64 BACKUP TRANSIT BUS.........................................................................................................................................................................................64 FIXED ROUTE/DIAL-A-RIDE/PARATRANSIT OPERATION PLAN ...................................................................................................................64 OVERALL OPERATION PLAN.................................................................................................................................................................................64 ACHIEVING YOUR GOALS ....................................................................................................................................................................................65 Increase Reliability and On-Time Performance ...........................................................................................................................................65 Lean Operating Practices and 5S Processes ..............................................................................................................................................66 Improve Customer Service ..........................................................................................................................................................................67 Maximize Productivity ..................................................................................................................................................................................68 DAILY OPERATIONS.............................................................................................................................................................................................68 Customer-Focused Reservations ................................................................................................................................................................69 Efficient Paratransit Scheduling...................................................................................................................................................................70 Effective Dispatch Procedures.....................................................................................................................................................................70 Comprehensive Road Supervision ..............................................................................................................................................................71 woSafe, Customer-Focused Operators .......................................................................................................................................................72 iii
Dress Code..................................................................................................................................................................................................73 Fare Processing and Management..............................................................................................................................................................73 OVERCOMING TYPICAL OPERATIONAL ISSUES ......................................................................................................................................................74 Gaps in Fixed-Route Service.......................................................................................................................................................................74 Delivering High Productivity and Excellent Customer Service for Paratransit customers ...........................................................................75 Same-Day Paratransit Schedule Changes ..................................................................................................................................................75 In-Service Vehicle Failures ..........................................................................................................................................................................76 Unusual Traffic Conditions...........................................................................................................................................................................76 Fare Disputes ..............................................................................................................................................................................................76 Emergency Response Training for All Employees ......................................................................................................................................76 EXCELLENCE THROUGH ADVANCED TECHNOLOGY ................................................................................................................................................76 Technology Support.....................................................................................................................................................................................77 Proposed Technology for the City of El Monte ............................................................................................................................................77 DISPATCHING/SOFTWARE....................................................................................................................................................................................85 FACILITY/FUELING DESCRIPTION....................................................................................................................................................................86 IMPLEMENTATION/TRANSITION PLAN ............................................................................................................................................................87 SEAMLESS TRANSITION APPROACH .....................................................................................................................................................................87 Transition Team...........................................................................................................................................................................................88 Key Transition Tasks ...................................................................................................................................................................................88 Transition Timeline ......................................................................................................................................................................................90 An Example of Our Successful Transitions .................................................................................................................................................90 ACCOUNTING AND REPORTING EXPERIENCE.........................................................................................................................................................90 First Transit Reports ....................................................................................................................................................................................91 BUSINESS INCLUSION PLAN .................................................................................................................................................................................92 About our Proposed DBE Partners..............................................................................................................................................................92 Identifying and Developing Disadvantaged Businesses ..............................................................................................................................93 Experience with Disadvantaged Business Inclusion....................................................................................................................................94 COST PROPOSAL FORM....................................................................................................................................................................................94 LIST OF REFERENCES.......................................................................................................................................................................................94 CITY OF ROSEMEAD (CA) ........................................................................................................................................................................................94 CITY OF MONTEREY PARK (CA) ................................................................................................................................................................................95 CITY OF PASADENA (CA).........................................................................................................................................................................................95 CITY OF ALHAMBRA (CA).........................................................................................................................................................................................96 POMONA VALLEY TRANSPORTATION AUTHORITY (LAVERNE,CA)......................................................................................................................................96 Client List .....................................................................................................................................................................................................97 Client Satisfaction ........................................................................................................................................................................................97 FINANCIAL RESPONSIBILITY............................................................................................................................................................................99 FINANCIAL STABILITY (CONFIDENTIAL)..................................................................................................................................................................99 Foundation for our Financial Stability ..........................................................................................................................................................99 Evidence of our Financial Capacity .............................................................................................................................................................99 PERFORMANCE BOND.....................................................................................................................................................................................100 VERBAL AGREEMENT OR CONVERSATION .................................................................................................................................................100 ATTACHMENTS.................................................................................................................................................................................................101 RIDE OPERATIONS PROPOSAL - 2022
TRANSIT AND PARATRANSIT/DIAL-ATransit and Paratransit/Dial-A-Ride Operations Proposal - 2022
3 SCOPE OF SERVICES
SUMMARY: SCOPE OF SERVICES COMPLIANCE
In addition to addressing the Scope of Services section, proposals must also include all required information, policies, procedures, manual, forms, etc., as outlined in the RFP. Proposals must be kept to 75 pages, excluding resumes, the required Forms and Appendix specified in this RFP to be returned with the Proposal Package. Further, the audited financial statement, driver training manual, and safety manual will not be counted towards the 75-page limit.

First Transit has operated within the city limits of El Monte for more than 20 years. As the operator for multiple cities in the area (Alhambra, Rosemead, San Gabriel and Monterey Park, to name the nearest), most of the passengers that ride our current service are also passengers for on the City of El Monte Transit and Paratransit Services. Our existing relationship with these customers and the region itself will ensure an easy transition from one contractor to another. With the convenience of having a facility less than five (5) miles away from City Hall, we are confident in our ability to operate these services from our existing location in El Monte.

By leveraging a transit facility that is already under operation, El Monte will realize savings in areas such as reduced deadhead, management and staffing costs, fuel, and startup costs. More importantly, with 13.5% of the City of El Monte population, 65 or older, it is imperative that a public service, like public transit, remains an effective way to support individual’s mobility needs.

Whether it’s getting passengers to the senior center or to the local Metrolink Station, First Transit is committed to becoming a long-term partner with the City of El Monte and its community and our knowledge of the service area will prove to be a benefit to all.

After careful review of our proposed operations plan and the RFP Scope of Services specifications described in section I.B.

Scope of Services of the El Monte Transit and Paratransit Operations RFP, we are confident that we are compliant with all requirements set forth by the City of El Monte and will provide safe, efficient, customer-focused, and economical transit services in accordance with the fixed route maps and schedules published and approved by the City, as well as paratransit/Dial-A-Ride (DAR) service for El Monte’s elderly and disabled passengers. We have addressed these various the Scope of Services compliance task requirements throughout the whole of this proposal draft. However, for convenience, we have highlighted key task compliance and cited further information in the table below.

Task First Transit Response – RFP Scope of Services
Required Driver
Services
Recognizing that our most important measure of success is passenger and client satisfaction, First Transit blends innovative technology solutions with proven management and training strategies to deliver the highest possible fixed route, and Dial-A-Ride service. More than any other single operational role, these resources come together to support our vehicle operators, who deliver those services directly.

For a more extensive treatment of First Transit’s plan to provide the City professional, well-trained, and capable vehicle operators, as well as details on our operating procedures, please see this proposal’s Proposed Personnel and Management Plan and Fixed Route/Dial-A-Ride/Paratransit Operation Plan.

Current Service
Statistics
In order to meet passenger demand and the current service statistics, as well as to provide a broader array of data, First Transit plans to introduce Passio and CTS Scheduling and Dispatching technologies to the City’s fixed route and paratransit/Dial-A-Ride services, respectively. Fully integrating the best visual tools, public viewers, and potential smartphone applications, these software platforms will provide the City with new access to real time updates for routes and service data, while instantaneously evaluating the system’s performance from any computer, tablet, or cellphone.

For more information on Passio and CTS, as well as how we intend to use them, please see the Proposed Technology for the City of El Monte subsection of the Excellence through Advanced Technology section of this proposal’s Fixed Route/Dial-A-Ride/Paratransit Operation Plan. 4 Task First Transit Response – RFP Scope of Services
Trip Reservation
and Dispatching
By ensuring operators are ready for service and that operators meet compliance requirements, dispatchers set the tone for route timeliness before any vehicle begins service for the day. In addition, the city will have the luxury of leveraging 12 total dispatchers, one of which is dedicated throughout the days operations. Our proposed TripMaster by CTS software platform and streamlined dispatching procedures will also be key in meeting the on-time performance standards that the City’s riders deserve.

For more information on CTS and how we intend to use it, please see the Proposed Technology for the City of El Monte subsection of the Excellence through Advanced Technology section of this proposal’s Fixed Route/Dial-A-Ride/Paratransit Operation Plan. For further information about First Transit’s plan to meet this RFP’s trip reservation and dispatching requirements, please see the Effective Dispatch Procedures subsection in the Daily Operations section of the proposal’s Fixed Route/Dial-A-Ride/Paratransit Operation Plan.

Key Management
Personnel,
Employee
Selection, and
Supervision
The key to any successful operation is an experienced, motivated, and high-performing team and progressive organizational culture. Our established management team brings proven knowledge of the transit industry, experience leading successful organizations, and the energy and passion for delivering efficient operations. We also take pride in our staff hiring, training, management, and retention approaches. Furthermore, our staff currently operates out of our El Monte location, servicing various neighboring cites. This includes a dedicated operations manager, dispatcher, technician, and utility person to oversee both the DAR/paratransit and fixed route services.

For more information about First Transit’s personnel and staffing plan, as well as recruitment, screening, selection, hiring, training, supervision, employee relations, evaluation, retention, and termination procedures, please the proposal section titled Proposed Personnel and Management Plan. To read the full driver training manual, please find it in the Attachments section of this proposal.

Customer Service
The First Transit team understands that, in the end, our service delivery must result in an excellent experience for the City of El Monte’s transit customers. To that end, First Transit builds its service around our riders, for example by assigning vehicle operators to consistent routes in order that their passengers see a familiar face and may slowly develop relationships. All employees of the City service will receive in-depth training in customer service excellence. Furthermore, our current customer satisfaction survey received from current El Monte clients rated First Transit a 9 out of 10 for customer satisfaction.

For more information on First Transit’s strategies to ensure customer satisfaction, please see the subsections titled Increase Customer Service and Customer-Focused Reservations in the Achieving Your Goals and Daily Operations sections, respectively, of this proposal’s Fixed Route/DialA-Ride/Paratransit Operation Plan, as well as the Customer Service Training subsection of the Operator Training section of this RFP’s Proposed Personnel and Management Plan.

On-Time
Performance
We understand that nothing is more important to passenger and client satisfaction than on-time, reliable service delivery. Passengers need to know that they can rely on the City to get them to work, appointments and other responsibilities when they need to be there. In order to provide such service, First Transit employs established practices for dispatch and vehicle operation, as well as critical technology solutions. However, in cases such as the City of El Monte’s, where On-Time Performance has been an issue in the past, First Transit also makes use of strategic problem-solving procedures to identify and address key causal factors. One such solution proposed for the City is the use of a Mystery Rider program through First Transit’s operational support team to evaluate and ultimately improve the City’s On-Time Performance.

For an in-depth discussion of First Transit’s strategies to ensure on-time performance, please see the Increase Reliability and On-Time Performance subsection of Achieving Your Goals, found in the Fixed Route/Dial-A-Ride/Paratransit Operation Plan. For more information on our use of Mobility 5 Task First Transit Response – RFP Scope of Services
Advancement Group and its status as a Disadvantaged Business Enterprise, please see the Business Inclusion Plan, to be found in the Implementation/Transition Plan of this proposal.

Interest in
Microtransit and
TNC Service
Alternatives
First Transit, as a leader in the transportation industry, understands that transportation services must evolve to meet the changing needs of our passengers. Microtransit services, an on-demand transportation, is one such solution that has been successful in improving system flexibility, efficiency and convenience by connecting isolated or difficult-to-serve communities to public transit. In many of these operations, First Transit partners with our clients in evaluation, planning, service design and implementation to develop the best fit for the communities being served.

Whether microtransit services are being added to a larger contract that we already oversee, or to a new operation, we can help by providing the required technology, operators and vehicles for El Monte. For more information on First Transit’s experience in microtransit, please see the section titled Microtransit Experience in the proposal’s Background and History of the Proposer.

BACKGROUND AND EXPERIENCE OF THE PROPOSER
Discuss the overall capabilities of the company. Include a brief description of the company’s history and recent relevant experience as it applies to the Scope of Services.

ABOUT FIRST TRANSIT
For 66 years, First Transit has been committed to providing safe, reliable, high-quality mobility solutions that connect people and communities. Today, First Transit has more than 20,000
employees across our transit businesses. In 2021, we operated and maintained more than 45,000 vehicles in more than 300 contracts in the US and Canada, transporting 318 million passengers.

Our expertise lies in providing efficiency, reliability, innovation, safety and customer service for public and private transportation systems. We have hands-on experience with every facet of transportation operations, maintenance and administration. Our expertise includes the following service types and areas of focus:
• Fixed route
• ADA paratransit
• Microtransit mobility solutions
• Call centers and brokerage services for human service transportation • Flex or deviated fixed route
• University shuttles
• Airport shuttles
• Autonomous vehicle operations
• Mobility as a Service (MaaS) solutions
• Streetcar systems
• Maintenance and facilities management
• Alternative fuel operations and maintenance, including CNG, LNG, LPG and hybrid • Electric vehicle operation and maintenance
From large urban systems to small rural services, First Transit has solutions for projects of all types, sizes and scopes. We oversee our clients’ services under both turnkey and management contracts. 6 OUR HISTORY
First Transit’s history begins in 1955 with its
founding as American Transportation
Enterprises. Over the next four decades, the
company changed periodically through a
series of acquisitions and mergers. In 1999,
the firm was acquired by UK-based company,
FirstGroup, plc, and became First Transit. On
July 22, 2021, First Transit was procured by
EQT, and is independent of FirstGroup.

Our company continues to grow primarily
through successful contract awards – a result
of our reputation of excellence. While our
company’s name has changed since its
founding, First Transit’s commitment to our
clients, our passengers, and our staff has
remained unchanged.

OUR VISION AND VALUES
First Transit’s Vision: We provide easy and convenient mobility, improving quality of life by connecting people and communities.

As communities across the US face expanding population numbers, transportation agencies are faced with growing demand for passenger transportation and increasing traffic congestion. At the same time, passengers expect a high level of service quality, convenience and reliability. First Transit’s clients look to us for creative mobility solutions to address these challenges.

Our vision unites our operations and serves as the guiding philosophy under which First Transit addresses our clients’ evolving mobility needs. The transportation services we provide are critical to connecting millions of people to their homes, businesses and other key destinations within their cities and surrounding areas. Our services help to create strong, vibrant, and sustainable local economies – leading to prospering communities.

At First Transit, we achieve our vision through our employee’s daily commitment to our five core values:
7 The City of El Monte can be confident we will apply these values to our operation of the fixed route, paratransit, and Dial-A-Ride services each day:
• We prove our commitment to our customers through operational approaches focusing on a positive customer experience through consistent on-time performance and safety. • Our dedication to safety is demonstrated through a holistic safety approach that forms the foundation of our training, maintenance and operational approaches.
• We support each other through multiple layers of local, regional and corporate support to resolve challenges and maintain excellent service.
• We hold each other accountable for our performance through detailed service analysis capabilities through First Transit’s proprietary Dashboard application.
• We set the highest standards for our service delivery for On-Time Performance, data reporting, and customer service—our team takes pride in knowing El Monte and its residents.

COMPANY INFORMATION CHART
Organization First Transit, Inc.

Services Transit Contracting, Transit Management, Transit Consulting Year Founded 1955
Contact
Rashidi Barnes
Director of Business Development, MaaS
600 Vine Street, Suite 1400
Cincinnati, OH 45202P: 949-400-4839
[email protected]
George Lee
Senior VP, Business Development and Marketing
600 Vine St., Suite 1400
Cincinnati, OH 45202
P: 310-908-7150
[email protected]
Form of Business Corporation Incorporation Delaware in 1969 Number of
Employees Employs more than 20,000; Manages 4,000 employees Federal I.D. Number 23 - 1716119
US DOT 102211 Motor Carrier MC - 576222
Directors Brad Thomas Mark Williams
Officers
Brad Thomas, President
Mark Williams, CFO & Senior VP Finance
Michael Petrucci, SVP General Counsel
Christina Cahall, Asst. Treasurer
Brian Beechem, Asst. Secretary
Christa McAndrew Asst. Secretary
Nancy Eliason, Asst. Secretary
Regional Location
Contact
Fadi Chakbazof, Senior Vice President, West Region and Canada 13200 Crossroads Pkwy N Suite 450; City of Industry, CA 91746 P: 626-622-6940, [email protected]
Home Office First Transit, Inc.
600 Vine St., Suite 1400, Cincinnati, OH 45202
8 WHAT SETS FIRST TRANSIT APART

PROVEN PERFORMANCE
Although the sheer number of First Transit’s
contracts is impressive, we stand apart in our
industry with a strong record of performance. We
bring the experience, methodologies and resources
to every project to assure our clients of a reliable,
safe, customer-focused service. As mentioned
before, these same methodologies have been used
in neighboring cites for decades to support their
various operational needs.

INNOVATIVE TRANSPORTATION
First Transit keeps customers on the forefront of the
transportation industry with innovative technologies,
approaches and strategies that bring real value to
our clients and passengers. We are currently
exploring the introduction and operation of microtransit services to two cities neighboring El Monte, including trips that can transvers El Montes boarders. Based on the 2018 Moore and Associates (M&A) study, an interregional service will increase overall service frequency as well as extend service into neighboring areas. Which will meet the needs of the City’s changing mobility needs.

MOBILITY AS A SERVICE
Mobility as a Service (MaaS) is rapidly changing the way riders and agencies interact. MaaS platforms unite all available modes of transportation in one user interface, including public transit, ridesharing, bike-sharing, and private transit services. This allows passengers to plan and customize their journey with ease.

Keeping pace with this industry shift, First Transit has collaborated with technology providers to develop and identify effective MaaS solutions for our clients. As part of this effort, First Transit recently introduced our proprietary Jaunt app to bring MaaS solutions to our customers. With Jaunt, passengers have an integrated platform that displays all available mobility options and enables seamless journey planning. Jaunt can allow for the City’s passengers to efficiently manage all of their trips, with visibility into neighboring schedules for services like Foothill Transit and Metrolink as well as provide a mobile fare payment option for all riders. If the City is moving forward with the 2018 M&A study recommendation of implementing Token Transit, Jaunt can be the single customer interface to enable such mobile payment as well as provide riders with a complete trip that incorporates, walking and transit directions.

AWARDS AND RECOGNITIONS
First Transit is proud of the many awards and accolades we and our clients have received in recognition of the high-quality transportation services we provide. Highlights of recent honors and achievements include:
• First Transit, along with its sister companies, First Student and First Vehicle Services, has 145 ASE Blue Seal of Excellence Certified Shops, more than all our competitors combined. We have achieved this prestigious certification for many of our facilities within two years or less after taking over the service. • Many of our managers, region and corporate support personnel have been included in the annual “Top 40 Under 40” feature by Mass Transit Magazine.
• In 2021, Forbes partnered with market research firm, Statista, to survey 50,000 Americans working for businesses with at least 1,000 employees and found First Transit was one of “America’s Best Large Employers” at #476, and one of “America’s Best Employers for Diversity” at #370.
• Brownsville Metro in Brownsville, TX won the FTA Region VI System of the Year. 9 • North Carolina Public Transportation Association has recognized Columbus County with its 2020 Safety Award. • Columbus County Transportation in Whiteville, NC was recognized as best in the state, three years running for operating more than 500,000 miles accident free.
• The American Public Transportation Association (APTA) has recognized the Central Ohio Transit Authority (Columbus, OH), TransLink (Vancouver, BC) and the Metropolitan Transit Authority of Harris County (Houston, TX) for Outstanding Public Transportation System in 2018, 2019, and 2020, respectively. • Southwest Transit in Eden Prairie, MN won the APTA Certificate of Merit for Safety. • First Transit’s operation for Rochester Public Transit was recognized as the 2020 Minnesota Public Transit System of the Year.
• Our Vice President of Safety, David Perez, was named to the National Safety Council’s new task force, SAFER, with the objective to guide employers through the process of safely resuming operations now and in a post-pandemic environment. SAFER was created in partnership with leading safety organizations, public health professionals and safety-focused private companies, like First Transit.

MULTIMODAL OPERATIONS

EXPERIENCE

OVERVIEW OF EXPERIENCE
First Transit is an experienced provider of fixed route and paratransit operations throughout the United States and Puerto Rico. We manage more than 30 systems that are a combination of
paratransit and fixed route services, offering millions of trips on an annual basis in both rural and large metropolitan settings.

First Transit is an accomplished provider of Americans with Disabilities Act (ADA) paratransit services. This includes all reservations, scheduling, dispatching, customer service calls and fare collections. All operators attend an annual ADA training to ensure they follow all requirements and help First Transit provide superior customer service.

We understand the City of El Monte looks to us to use our expertise in both areas to offer a combined fixed route and paratransit service to your community. We leverage our experience with fixed route and paratransit routes to provide the City with expert management, costsavings measures and consistently high-quality operations. Our turnkey packages are customized for each client, offering a comprehensive, solution-specific approach.
“The local First Transit team has made many adjustments to service levels and gone above and beyond to support local government.”—Johnson County, KS Customer Survey Results We manage the operation of fixed route and paratransit services for many locations. A sample list of a few of our long-term customers for whom we provide these valuable services is below:

Customer Name Customer Since Fleet Size
City of Pasadena (Pasadena, CA) 2001 36
Yamhill County (McMinnville, OR) 2012 30
River Valley Metro Mass Transit District (Kankakee, IL) 2007 22 City of Fargo (Fargo, ND) 2007 43
2021 FIRST TRANSIT CUSTOMER SURVEY RESULTS
First Transit’s Combined Fixed
Route and Paratransit Clients –
Overall Satisfaction Rating
Scale of 1 to 10
City of Pasadena (CA): 10
City of Plymouth (MN): 10
Lorain County (OH): 10
City of Nashua (NH): 10
Johnson County (KS): 10
City of Plymouth (MN): 10
City of Sandusky (OH): 10
10 Customer Name Customer Since Fleet Size
SouthWest Transit (Eden Prairie, MN) 1995 59
Johnson County Transit (Olathe, KS) 1991 90
City of Plymouth (Minneapolis, MN) 1989 115
First Transit prides itself on the continued improvements to our fixed route and paratransit locations. We invest in our clients, our staff and passengers through enhancements in safety, training, customer service, operations efficiencies, employee relations, and customer and contractor relationships. These areas are the foundation to creating a lasting partnership with our clients.

In our 2021 customer survey, our average score from customers on “likelihood of renewing our contract with First Transit” was 9.1 out of 10. “Our Local Management team is extremely responsive, professional, reliable and communicative. Built on the trust they have earned and consistently reinforce with transparency and dedication to excellence, the overall working relationship they have with us is extremely strong.”—City of Pasadena Customer Survey Results

EXPERIENCE IN CALIFORNIA AND THE EL MONTE AREA

CALIFORNIA EXPERIENCE
With more than 70 locations across the State of California, First Transit, First Vehicle Services, and First Student are by far the largest private suppliers of transportation services in the state. First Transit and First Vehicle Services collectively operate 35 separate contracts in California.

First Transit’s California operations and management experience includes all types of transit operations, including Shared Autonomous Vehicle (SAV), shuttle, paratransit, and fixed route. These represent fleet sizes ranging from one vehicle to more than 300. A few of our current operations neighbor the El Monte area. With service contracts in Pasadena, San Bernardino, OCTA, Cerritos and Norwalk we have a regional support team that can be leveraged to support the El Monte Transit operation.

First Transit and First Vehicle Services’ multiple California locations offer opportunities for shared resources and development of best practices with existing and future First Transit locations.

LONGEVITY
Nothing speaks to our strength as a transportation provider like the number of clients who renew contracts with First Transit. In addition to our strong company-wide record, many of our California clients have been with First Transit for two decades or more. First Transit has partnered with Tri Delta Transit (formerly, the Eastern Contra Costa Transit Authority) in Antioch, CA for more than 30 years.
“The local First Transit team is supported by an extensive corporate team that has been invaluable over the years. I am impressed with the depth of available support, the ongoing training provided to the local management team, and the overall approach to employee management.” - Jeanne Krieg, Chief Executive Officer, Tri Delta Transit 11 In addition to our long-standing partnership with Tri Delta Transit, First Transit has maintained a flourishing relationship with the City of Pasadena for nearly 20 years. This relationship has continued to foster growth, innovation, and quality service achievement, forming a foundation of solid performance and a shared passion for meeting the needs of the City’s fixed route and Dial-A-Ride passengers. We have achieved many successes during the history of our partnership with the City of Pasadena.

INNOVATION
First Transit’s participation in and leadership of innovative transportation services in the State of California is unsurpassed.

We led the charge to incorporate shared autonomous vehicles (SAV) into the suite passenger transportation services available to the public. This began in 2016 with our groundbreaking partnership with GoMentum station, one of 10 federally approved autonomous vehicle testing grounds. Since then, we have completed four SAV initiatives in partnership with public and private entities throughout the state and the country. Although SAV’s may not be on the City’s mobility roadmap, as a partner of First Transit, we encourage the City to tap into our wealth of knowledge and experience when the time is right.

In addition to our work with autonomous vehicles, First Transit operates several technology-driven services in California. These include accessible service operations for Lyft passengers in San Francisco and Los Angeles and microtransit services with Tri Delta Transit (Antioch, CA), San Bernardino and the Far North Regional Center (Redding, CA).

SUCCESSFUL CALIFORNIA HIGHWAY PATROL (CHP) INSPECTIONS
First Transit is committed to operating our facilities in a manner that merits positive ratings from regulatory agencies and the inspections we are subject to, including California Highway Patrol (CHP) inspections. First Transit has never failed a CHP inspection due to mechanical fault.

We take considerable pride in our preventive fleet and facility maintenance programs and ensure that all aspects of our operation meet our standards for excellence.

COMMITMENT TO DIVERSITY
First Transit commits to diverse companies with opportunities to grow and develop. At many of our California operations, First Transit exceeds the goal set forth by our customers for disadvantaged, small, and minority-owned business participation.

First Transit was nominated for the California Disability Services Association’s Excellence in Employment Award Program for our efforts to expand job opportunities for persons with developmental disabilities in San Diego, CA. Awards and Recognitions
First Transit’s success in California is further evidenced through the awards we have received and helped our clients to receive:
• Tri Delta Transit – named the Best system of its size in North America by the American Public Transportation Association
• Service Provider of the Year from San Andreas Regional Center – Santa Cruz • CTAA Rural System of the Year – Estuary Transit District 12 EL MONTE EXPERIENCE
Operating half of a dozen transit service locations within only a few miles of the El Monte area, First Transit is intimately familiar with the unique transit needs of the City of El Monte. These locations include as far North of El Monte City Hall as Santa Anita Ave. and Santa Clara St. for our City of Arcadia location, including the Methodist Hospital and various medical offices in the area, Northwest from City Hall as far as Las Tunas and Mission Rd. for the City of San Gabriel, including the San Gabriel Medical Center, as far Northeast of City Hall as the City of Hope National Medical Center for the City of Sierra Madre, and as far East of El Monte City Hall as Cameron Street and Sunset in West Covina, including Kaiser Hospital/ Medical Centers and Queen of the Valley Hospital, for our City of Rosemead location. Our size puts the experience and resources of a large company at the City of El Monte’s service, but our relationship to the local region offers the responsiveness and familiarity of an organization much closer to home.
“Incredibly responsive… We transitioned to First
Transit during a pandemic, with literally not a single
complaint from any customer.” – City of Rosemead
FIRST TRANSIT’S NEARBY EL MONTE CLIENTS
Client Name Description of Services Service Start
City of Arcadia Fixed Route and Paratransit operations and maintenance Fleet Size: 20, Number of Employees: 47 September 1, 2017 City of San Gabriel Paratransit operations and maintenance Fleet Size: 20, Number of Employees: 47 July 1, 1991
City of Sierra Madre Fixed Route and Paratransit operations and maintenance Fleet Size: 20, Number of Employees: 47 July 1, 1997
City of Rosemead Paratransit operations and maintenance Fleet Size: 7, Number of Employees: 9 February 16, 2020 City of Alhambra Fixed Route and Paratransit operations and maintenance Fleet Size: 17, Number of Employees: 19 August 1, 2019
City of Monterey Park Fixed Route operations and maintenance Fleet Size: 20, Number of Employees: 47 July 1, 2015
First Transit’s 2021
Customer Survey Results
City of Arcadia City of Rosemead
City of Monterey Park City of San Gabriel
█ How satisfied are you overall with your local First Transit management team?
█ How would you rate the overall value of the service your organization received from First Transit?
█ If your contract expired today, how likely would you be to continue your relationship with First Transit?
9/10
9/10
9/10
10/10
10/10
10/10
9/10
9/10
9/10
9/10
9/10
9/10
13 MICROTRANSIT EXPERIENCE
First Transit, as a leader in the transportation industry, understands that transportation services must evolve to meet the changing needs of our passengers. Microtransit services, an on-demand transportation, is one such solution that has been successful in improving system flexibility, efficiency and convenience. The idea is to provide mobility solutions to better connect various communities and/or zones to increase the use of public transit. In many of these operations, First Transit partners with our clients in evaluation, planning, service design and implementation to develop the best fit for the community.

With microtransit solutions, passengers can travel to pre-determined stops with ease on demand.

Technology is a vital component of microtransit operations, as passengers use mobile apps, or call a designated number, to request a ride. The technology solutions implemented usually allow for designation of an ADA accessible vehicle for those passengers with disabilities. Passengers and dispatchers can see the real-time location of their vehicle, making commutes and trip planning much easier on the part of the passenger.

User, driver, and administrative training are essential to the successful deployment of a microtransit system. This training has a profound impact on every aspect of service delivery, including safety, customer service, overall quality, efficiency, and more.

Our SaaS provider will work diligently to see that the City’s customers receive the tools they need to manage their travel.

From Data collection and reporting to launching an effective marketing campaign, our team has extensive experience in all aspects of planning, deploying, and managing microtransit services across the country.

First Transit operates various types of microtransit services for our clients. Whether microtransit services are being added to a larger contract that we already oversee, or to a new operation, we can help design and implement the microtransit zones, routes, technology, operators and vehicles for El Monte. Our current portfolio includes microtransit operations from Bowen Island in Vancouver, British Columbia to San Bernardino and Antioch, California, as well as college campuses like Louisiana State University and the University of Tennessee. Each service model is unique to the specific demographics and location being served, giving First Transit the breadth of experience to have worked with a wide array of service models and technologies. We look forward to furthering our conversations with City staff about our experience and the best practices in the world of microtransit.

SUCCESS STORY

ON DEMAND SERVICE START-UP IN SAN BERNARDINO
CHALLENGE:

OmniTrans was looking for an efficient way to meet the mobility nee ds in areas with less demand, such as Chino Hills. Chino Hills required a transportation solution that met operational costs and passenger demands effectively. With the increasing popularity of ondemand transit services and the necessity to provide valuable service, First Transit had an opportunity to develop a microtransit on-demand service for OmniTrans passengers in the Chino Hills local area.

SOLUTION:

To offer a more individualized approach to the service, in 2020 First Transit worked with OmniTrans to develop a microtransit pilot service, branded as OmniRide. OmniRide started in the Chino Hills area, allowing residents, visitors, students and employees the ability to autonomously order their transit rides directly from the OmniRide On-Demand mobile app.

This service also accommodates people with disabilities traveling with a mobility device.

Keeping innovation at the forefront of the OmniTrans services, First Transit partnered with RideCo to provide a user-friendly mobile app that makes it easy for passengers to schedule and pay for their transit needs efficiently. Passengers can download and start using instantly.

From OmniRide’s startup in September 2020 to August 2021, we provided nearly 4,000 microtransit rides. Since OmniRide was successful and impactful to the area, First Transit has increased the availability of on-demand services to even more 14 OmniTrans passengers. In August 2021, OmniRide expanded into a second nearby area, Upland, as well. OmniRide has improved First Transit’s use of resources, enhanced customer service with flexibility and customized service, and lowered operational costs. The number of passengers using this accommodating and affordable on-demand microtransit in Chino Hills and Upland, has more than tripled since it began, and is increasing more every day. Plans are underway to add OmniRide to a third community, Bloomington, in early 2022.

MICROTRANSIT DEPLOYMENTS
More information is included below on just few of our microtransit operations.

REDI-RIDE, FAR NORTHERN REGIONAL CENTER (REDDING, CA)
The Far Northern Regional Center (FNRC) is a nonprofit organization providing services to the persons with developmental disabilities in Redding, CA. With increasing job opportunities for its clients, FNRC recognized that additional transportation options for its clients would be necessary.

FNRC reached out to its long-time partner, First Transit, to develop a new, on-demand transportation service in 2017.

Known as Redi-Ride, this on-demand service provides ambulatory and wheelchair-accessible trips for FNRC’s clients. Clients or their aides can book trips via an app-based solution. Passengers can also call First Transit’s dedicated call center staff for after hours, weekend, or future reservations.

Since the beginning of this program ridership has increased, we now provide 600 rides per month in Shasta County and Tehama County.

OMNIRIDE, OMNITRANS (SAN BERNARDINO, CA)
In 2020, First Transit worked with OmniTrans to develop a microtransit pilot service, branded as OmniRide. OmniTrans was looking for a more resourceful way to meet the mobility needs in areas with less demand, such as Chino Hills, an area that needed a transportation solution that met operational costs and passenger demands effectively. OmniRide started in the Chino Hills area, allowing passengers the ability to autonomously order their transit rides directly from the OmniRide On-Demand mobile app, through RideCo.

From OmniRide’s startup in September 2020 to August 2021, we provided nearly 4,000 microtransit rides. Since OmniRide was successful and impactful to the area, First Transit has increased the availability of on-demand services to even more OmniTrans passengers. In August 2021, OmniRide expanded into a second nearby area, Upland, as well. The number of passengers using this accommodating and affordable on-demand microtransit in Chino Hills and Upland, has more than tripled since it began, and is increasing more every day. Plans are underway to add OmniRide to a third community, Bloomington, in early 2022.

ALTERNATIVE FUELS
The United States is a leading consumer of petroleum and other energy sources worldwide. To mitigate our Nation’s dependency on traditional fuels, many transportation agencies and private transportation providers have transitioned to alternative-fueled fleets over the past few decades. These include hybrid vehicles, as well as those powered by Compressed Natural Gas (CNG), Liquefied Natural Gas (LNG), Liquefied Petroleum Gas and propane.

First Transit is committed to supporting the move to alternative-fueled vehicles. We can support the City of El Monte’s selection and procurement of new alternative-fueled fleet assets, including developing specifications for this project. Further, we will ensure the health and longevity of these vehicles through industry-leading maintenance practices tailored for each fuel type.

First Transit recognizes that the shared transportation services we offer are themselves an environmentally-friendly alternative to travel via individual automobiles. To this end, we provide services that are efficient, reliable, safe, and customer-focused, assuring our clients their services are attractive to the public they serve. Further, the Company is committed environmental sustainability and responsibility in every facet of our operation. 15 EXPERIENCE WITH ALTERNATIVE FUELS
First Transit is competent in the operation and maintenance of alternative fuel vehicles as well as mixed vehicle fleets, including electric vehicles, CNG, LNG, ethanol, biodiesel, LPG and others. First Transit currently operates and maintains more than 1500 CNG-powered vehicles in North America.

CNG, LPG, BIODIESEL FUELS, AND ELECTRIC VEHICLES
The chart below highlights First Transit’s vast experience in the maintenance of diverse fleets, including various fuel types for the same customer. Locations bolded in the table below represent those with multiple alternative fuel types.

CNG LPG Biodiesel Electric
 Tempe, AZ
 Olathe, KS
 New Haven, CT
 Tulsa, OK
 Marietta, GA
 Nashua, NH
 Hartford, CT
 Richmond, VA
 Abbotsford, BC
 Philadelphia
Airport (PA)
 Visalia, CA
 Sacramento
Airport
 Los Angeles
Airport
 Vacaville, CA
 El Monte, CA
 Santa Cruz, CA
 Pasadena, CA
 Phoenix, AZ
 New Haven, CT
 Boynton Beach,
FL
 Dania Beach, FL
 Phoenix, AZ
 Norwalk, CA
 San Diego, CA
 El Monte, CA
 Kansas City
Airport
 Ft Bend, TX
 Phoenix, AZ
 Tempe, AZ
 San Luis Obispo,
CA
 Everett, WA
 Antioch, CA
 Puerto Nuevo, PR
 New Haven, CT
 Princeton
University
 Emory University
 Portland, OR
 Las Vegas Airport
 Visalia, CA
 Stanford, CA
 Antioch, CA
We train our technicians for alternative fuel use and routinely send maintenance personnel to OEM factory schools such as Detroit Diesel, Cummins Engine Corp, Ford Motor and the Natural Gas Vehicle Institute in Las Vegas for certification in CNG. In addition, our maintenance staff has access to the excellent training opportunities offered by the Southern California Regional Transit Training Consortium.

MAINTENANCE CONSIDERATIONS FOR ALTERNATIVE FUELS
We have valuable experience in the maintenance of alternative-fueled vehicles manufactured by companies such as Gillig, New Flyer, El Dorado National, Stewart and Stevenson, Blue Bird, Orion, Goshen, NABI and Neoplan.

In general, the engines in each of the vehicles are identical, except for the fuel injection. There are several maintenance considerations to discuss when using alternative fuels. Some fuels burn faster, causing necessary timing adjustments.

Because some alternative-fueled vehicles have higher engine operating temperatures, we follow the manufacturer’s recommendations on all lubricants and filter applications. We change spark plugs every 12 to 18 months or 12,000 to 18,000 miles, due to the higher operating temperatures.

First Transit ensures all maintenance employees have the knowledge and skills necessary to operate, maintain, and fuel alternative-fueled vehicles both safely and efficiently.

EXPERIENCE OPERATING AND MAINTAINING ELECTRIC FLEETS
First Transit has significant experience operating and maintaining electric vehicles on behalf of our clients, including high-profile services in the State of California. We have been leaders in electric vehicle operations and maintenance since 2010 and hybrid since 2005.

Today, First Transit operates and maintains electric buses for the following contracts:
• Visalia Transit fixed route services (Visalia, CA)
• Stanford University’s campus shuttle (Stanford, CA)
• Eastern Contra Costa Transit Authority (Antioch, CA)
In total, First Transit operates nearly 50 electric buses in the State of California. In addition to traditional bus services, First Transit’s Shared Autonomous Vehicle (SAV) projects have all operated fully electric vehicles, including six in California.

First Transit will begin operating and maintaining six electric vehicles for the Columbus Regional Airport Authority later this year. 16 Further, we are responsible for nearly 30 electric vehicles operated under our transit management contracting market segment, with another 52 vehicles expected to be added to this roster in the near future.

First Transit was also instrumental in Foothill Transit’s transition to an electric fleet in 2010. Foothill Transit unveiled its first three zero-emissions Proterra Ecoliner buses in 2010 at its Pomona operations facility, then managed and operated by First Transit.

First Transit operated, monitored and maintained these first-generation buses. We also previously operated and maintained BYD electric vehicles for Los Angeles Department of Transportation’s DASH fixed route contract and Proterra electric vehicles for the DC Circulator operation for the Washington Metropolitan Area Transit Authority.

As the City of El Monte begins to build out its vehicle electrification plan, First Transit will be available as a partner to consult and discuss electrical infrastructure and vehicles, as well as assist with a service analysis, should the City need support during this transition.

PROPOSED PERSONNEL AND MANAGEMENT PLAN
The Proposer shall include an organizational chart showing the names of all proposed management staff. This shall include a “Project Manager(s)” who may be the City’s central contact person on dayto-day operations for both the fixed route and paratransit services. The Fixed Route and Paratransit Manager(s) or “Project Manager(s)” shall be fully and solely dedicated to this contract for the term of the contract. A resume for the General Manager, Fixed Route Manager, Paratransit Manager, and Maintenance Manager must be included in the proposal. The resume should include the following:
• Name of staff member;
• Experience;
• Training;
• Total effort of staff members’ time allotted to the contract expressed in percentages; and
• Number of hours weekly.

PROPOSED MANAGEMENT AND STAFFING STRUCTURE
First Transit’s local management team for the City of El Monte will work under a system of shared accountability. All team members will work cooperatively to manage daily responsibilities across functional areas, and to provide the City with both quality transit services and an unparalleled partnership for supporting your transit goals into the future. Below is the staffing structure which includes all Full Time Employees (FTE), as well as any shared staff resources for the El Monte transit services.

Per the RFP requirements, allocated percentages are displayed below for some of those shared resources. Any staff member who is deemed “dedicated” is an FTE and will only work on the El Monte transit services. We believe that this distribution of service will provide the maximum number of personnel hours for each role, so that the City may experience optimal service standards from our team.
17 CITY OF EL MONTE LOCAL LEADERSHIP TEAM
The key to any successful operation is an experienced, motivated, and high-performing management team. Our management team brings proven knowledge of the transit industry, experience leading successful organizations, and the energy and passion for delivering efficient operations. Additionally, we are proud of our team’s diversity—87% of staff at our El Monte location are Latino or Hispanic. Our team understands the needs and concerns of the El Monte ridership, whose demographics are similarly composed. In the spirit of a true partnership a representative from the management team will always be on call to respond to the City’s concerns or emergencies, ensuring proactive and responsive service 24 hours a day.

We included resumes for our key personnel as an Attachment.

DIRAN “ZACK” DEUKMAJIAN, GENERAL MANAGER
First Transit is pleased to propose Zack Deukmajian as general manager for the City of El Monte transit operations. Zack has 15 years of management experience in the transit industry and he is highly experienced in transit oversight. His ability to communicate effectively, multitask, and maintain fiscal responsibility will bring about great results for the City of El Monte, as it has at Zack’s previous positions. As the General Manager at LADOT DASH, Zack was responsible for a $24 million budget, oversaw all contractual services, and led labor negotiations. Zack is a performance-driven manager, as proven by his accomplishments at similar locations, including:
• Maintained fiscal responsibility for a $24 million budget as General Manager of LADOT DASH • Pre-COVID19 – Maintained a close to 95% On-Time Performance rate for all of the services operated out of El Monte • For the year of 2021, achieved zero Lost Time for Injuries, employee injuries that prevent work City of El Monte
Zack Deukmajian,
General Manager,
Shared (5% allocation)
Yu Chiun Lu,
Operations Manager
Dedicated
Dispatcher
1 Dedicated, 11 Shared
Vehicle Operators
16 FTE
Nazario Morales, Safety
& Training Manager
Shared (5% allocation)
Road Supervisor
1 FTE, 1 Shared
(50% allocation)
Ben Casillas,
Maintenance Manager
Shared (5% allocation)
Maintenance
Technician
1 Dedicated, 3 Shared
Utility Worker
1 Dedicated
Admin. Asst.
1 Dedicated
Accomplishments Relevant to El Monte’s Requirements
 15 years of transit management experience
 Seventeen years of experience in project management,
including projects with upwards of $20 million budgets
 Proven performance increasing revenues while reducing costs 18 Zack will perform all on-site management duties on your behalf, and with complete decision-making authority on the operation of transit services.
“There is not a single thing I can think of that would improve how well we have been served by Zack and the gang… Best decision I’ve made.” – City of Rosemead

YU CHIUN LU, DEDICATED FIXED ROUTE AND PARATRANSIT OPERATIONS MANAGER First Transit is pleased to propose Yu Chiun Lu as operations manager for the City of El Monte’s transit operations. Yu has 10 years of management experience in the transportation industry including work as Fleet Manager of Loctek, Operations Manager for Avalon Transportation. Throughout his various managerial roles, Yu gained valuable experience that will benefit the City’s service by equipping it to run safely and reliably.

As operations manager, Yu will direct day-to-day operations of the City’s transit system, including supervision of staff, performance monitoring, safety oversight, and prompt resolution of service concerns.

Yu will handle ensuring the safe, cost-effective, and on-time operating performance of the transit system. Under his direction, we will meet all service delivery standards set forth by the City of El Monte.

BEN CASILLAS, MAINTENANCE MANAGER
First Transit is pleased to propose Ben Casillas as maintenance manager for the City of El Monte transit operations. Ben began his transit maintenance career as a bus technician, performing inspections, preventative maintenance, and increasingly complex repairs. He has taken that hands-on experience and applied it to fleet maintenance management. He has utilized his extensive CNG experience to ensure exceptional maintenance for Monterey Park, helping extend the life of the fleet.

Ben has nearly 20 years of maintenance experience in California.

Ben will supply general maintenance management oversight for the City. He will handle all City fleet maintenance, repair, and cleaning activities, along with personnel management, safety and security oversight, and suggestions for continuous process improvements.

NAZARIO MORALES, SAFETY AND TRAINING MANAGER
First Transit is pleased to propose that Nazario Moreno as safety and training manager for the City of El Monte transit operations. He has been in transportation local to Los Angeles for two decades.

He has served as a vehicle operator, dispatcher, and then supervisor, before moving into his current role. We believe this breadth of experience and an understanding of safety-focused service delivery at every level of an operation will benefit the City of El Monte’s transit operations.

Nazario will oversee all aspects of operator training including new hires and annual refresher training.

He will also conduct regularly scheduled safety meetings with maintenance and operations personnel, and fleet operators.

DEDICATED ADMINISTRATIVE ASSISTANT, TO BE NAMED
First Transit is pleased to propose a dedicated administrative assistant for the City of El Monte transit operations. This employee will have experience developing analysis reports and managing detailed documentation and data sets, thereby supporting the management team and operating staff, and, in turn, the City’s transit system. He or she will compile operational statistical and financial reports, statements, and summaries and supply these to managerial staff, as well as help with various as-needed tasks in support of said managerial staff.
19 MANAGEMENT TEAM RESPONSIBILITIES
Led by Zack Deukmajian, our management team will handle promoting and supporting effective communications throughout the local staff.

Manager Responsibilities
General Manager
Serve as the primary contact for the City of El Monte and ensures contract compliance Responsible for talent recruiting, hiring, employee retention, motivation, labor relations, and work force planning and allocation
Ensure successful operations, supporting corporate policies and procedures; maintaining and reporting on expenses and revenues; managing all assets, and monitoring service performance goals Responsible for the safety and security of passengers, employees, fleet, and facilities by assuring that standards for safety, customer service, and professionalism are supported throughout the region Maintains a positive community presence and responds to any issues related to service delivery Reviews overall operation KPIs to ensure that they are meeting the City’s expectations Final review for accuracy and signoff of program reports due to the City Fixed Route and
Paratransit Operations
Manager
Accountable to General Manager for the quality-of-service delivery and will support the General Manager with daily operational activities.

Assumes first-line supervision of location employees, compliance with company policies and procedures, and coordination of operations staffing
Reviews daily, weekly and monthly travel trends and service data that may impact on-time performance Oversees road supervision activities, helps operators with manifest issues, and counsels and supports operators on operational, safety and attendance related issues Coordinates with the maintenance department to deliver safe and reliable fleet operations, ensure that client vehicles are available for scheduled maintenance, Assists in accident and incident paperwork and aid in the coordination of monthly safety meetings.

Responds to customer commendations, complaints, and concerns Ensures that all drivers follow the published route and timetable Safety and Training
Manager
Supervises recruiting efforts, conducts reference checks and DMV verification for prospective employees, processes new hires, oversees physicals and drug/alcohol testing, and monitors credentials and licenses Implements safety plan, chairs the Safety Solutions Team, and conducts monthly safety meetings Conducts observed and unobserved ride checks, reviews accidents and incidents with operators, and assign refresher training or recommend disciplinary action, as needed; gather information, investigate, and report on safety, accident, and Worker’s Compensation issues Maintenance Manager
Directs the recruitment, hiring, training, evaluation, and supervision of all maintenance personnel Consults with the General Manager to prepare departmental budgets Schedules and distributes all fleet and facility maintenance resources including preventive maintenance, repairs, troubleshooting, and cleaning programs
Maintains and secure parts and fluids inventory; coordinate maintenance subcontracts; and maintain accurate maintenance records.

Ensures compliance with the City of El Monte and First Transit Preventive Maintenance (PM) Programs and safety inspection schedules; manages shop safety programs; performs safety inspections

WEST REGION MANAGEMENT TEAM
First Transit’s region management team will support the City’s service throughout the contract term, assuring the City of El Monte’s satisfaction with our operation. This team’s diverse qualifications and experience will provide support for our local team across the City’s transit operation, including the areas of safety, training, maintenance, administration, accounting, insurance claims management, and human resources.
20 West Region Support Team
Fadi Chakbazof, Senior Vice President: Fadi has nearly two decades of transportation experience in delivering operational excellence and innovative solutions for transit agencies. Fadi leads a team of experts to ensure quality service at the locations. He will work closely with the region staff for success in client relations, performance, and operations.

Tony Mercado, Senior Region Director of Operations: Tony has more than 20 years of management experience. He will provide operation, planning, and administrative support to the location. Tony is also responsible for daily operations, system performance, location safety, budget preparation, and location staffing levels.

Maureen Jacobson, Vice President of Finance: Maureen provides management reporting and analyses of all financial and operating data for our Central and Western region locations. Maureen handles all financial reporting and analysis, operational and financial controls, forecasting and budgeting, process efficiencies and overall financial oversight on day-to-day operations for both the region and location levels. She has nearly 30 years of finance experience in the transit industry.

Scott Hansen, Region Director of Maintenance: Scott has nearly 30 years of experience in transit fleet maintenance. Scott carefully monitors maintenance expenses, maintenance standards, repair efficiencies, maintenance training programs, and budget preparation. He works closely with his region staff to monitor trends and find innovative maintenance solutions for clients.

Scott Nuttall, Region Director of Safety: Scott has more than 10 years of experience in safety. He ensures all First Transit operations follow all applicable DOT, regulatory, compliance, and First Transit policies and procedures, and supports the safety of all operational facilities in the West Region. His previous experience includes nearly a decade as a navy corpsman.

Melissa Hailey, Senior Director of Human Resources and Labor Relations: Melissa has more than a decade of labor relations and human resources experience with First Transit. While serving as our Labor Counsel, she was chief negotiator for the employer in collective bargaining with various labor unions, engaged in strategic planning with region operations leadership to align labor agreements with company goals, and developed effective HR policies and procedures for field operations. She will work with each location to provide additional support for any complaints or issues that may arise with employee relations.

Jason Hartong, Manager of Performance Assurance: Jason has more than 20 years of transportation experience. In his role, he monitors performance and service delivery statistics for each location. He also provides support to local management teams to resolve complex operational challenges, including scheduling, performing quarterly review of service run cuts, and performing semi-annual run cuts. Jason represents First Transit in a consulting role, partnering with our client agencies to provide support for transit operations, planning, and scheduling projects. For this contract, Jason will analyze and create the run cut needed for the City of El Monte service.
21 EMPLOYEE TRAINING
Provide a description of all employee training programs including driver, maintenance, management, reservationist, dispatch, road supervisor, and safety training. One complete copy of the driver training program and safety program must be included with the proposal.

OPERATOR TRAINING
Operator training has a profound impact on service quality and efficiency. A program that focuses on safety and customer service will ensure operators have the tools to provide a world-class service that is consistent, reliable, and attractive to your passengers.

What sets First Transit apart from our competitors in the area of training includes the following:
We are the only provider who offers truly one-on-one behind-the-wheel training We are the only private contractor to use official US Department of Transportation training manuals for operator core training
Employees have access to First America University, First Transit’s online training database with thousands of elearning modules The foundation of our industry-leading training program is based on both the right content and the right delivery.

Comprehensive, relevant content is delivered by certified, experienced trainers – offering El Monte a training approach that is both effective and focused.

NEW OPERATORS
New operator training spans a minimum of 80 hours and covers the proposed routes, vehicle operations, passenger assistance, customer service, regulatory requirements, safety, and security. Further, passengers require an enhanced level of care and understanding, which drives specialized training content for all operators. Our operator training program teaches our operators how specific disabilities impact the passenger experience and the legislation that we must follow in our operation. It also prepares operators how to provide effective passenger assistance, ensure the safety of these important passengers, and above all, to protect their dignity and privacy.

The Right Content
•Emphasis on safety and customer
service
•Continual updates to curriculum through
local, regional, and corporate team
collaboration
•Incorporation of innovative technology
•Customizable training curriculum tailored
to trainees' needs, skills, and education
•Includes all El Monte-specified training
requirements
The Right Delivery
•Transportation Safety Institute-certified
instructors who are capable,
experienced, registered with the
Department of Transportation (DOT),
and are Smith System Driver
Improvement Institute-certified
•Refresher and annual training to
promote continued development
•Evaluation of trainee progress through
quizzes, driving tests, and customer
service evaluations to confirm success
22 SELECTION PROCESS
First Transit’s vehicle operators are the most visible segment of our operations team. In the field, they serve as El Monte’s service ambassadors, assisting passengers with getting from point A to point B as smoothly and safely as possible. For this reason, we focus on hiring candidates with a strong aptitude for customer service and safety and provide training which will prepare them to provide world class service for the City’s passengers.

As described in our proposal, operators must undergo a rigorous selection and screening process to ensure we hire the very best candidates to transport our most valuable asset – our passengers. Once the candidate completes the hiring process, he or she will enter training.

CLASSROOM TRAINING
Training begins with the classroom phase, designed to acquaint trainees with First Transit, the City of El Monte, and the Fixed Route, Paratransit, and Dial-A-Ride services. Training is facilitated by a TSI-certified First Transit trainer.

Classroom training comprises the following topics, which focus on the fundamentals of driving and what it means to be an operator for the City of El Monte and First Transit:
• Safety at work and on the road
• Security awareness
• Emergency management
• Map reading and navigation
• Communication with passengers and coworkers
• Distracted driving
• Drug and alcohol compliance
• Fatigue and sleep apnea awareness
Classroom training includes a module on transporting passengers with disabilities. This module focuses on protecting and respecting passengers’ privacy and addressing passengers with dignity and respect. This module covers the following topics, which are critical to the effective and customer-focused delivery of the fixed route and paratransit/DAR service:
• Understanding Disabilities: How to avoid assumptions about persons with disabilities and the different types of disabilities passengers may have.
• Empathy: Understanding the challenges faced by persons with disabilities, particularly in accessing public transportation and relating to passengers and operators.

1. Selection
Process

2. Classroom
Training

41.50 hours

3. Behind the
Wheel Training
and Evaluation
24 hours

4. Cadet
Training -

14.50 hours

5. Post-Training
Evaluations
Steps to Develop a Successful Vehicle Operator
23 • Sensitivity and Etiquette: Using “people first” identifiers rather than identifying persons by their disabilities (e.g. “persons with epilepsy” vs. “epileptics”), protecting and respecting passengers’ privacy, and addressing passengers with dignity and respect.
• Mobility Aid Movement/Passenger Assistance: How to safely secure mobility devices and assisting passengers with boarding and alighting the vehicle (e.g. appropriately guiding a person with vision impairments). • Safe Driving: Training instructs operators how to operate vehicles and accessibility equipment safely, including slower turns, accelerations, and decelerations, to minimize on-board injuries and increase passenger confidence and comfort.

Operators also undergo annual ADA refresher training. This will include sensitivity training and a skills evaluation to confirm operators can appropriately assist passengers with disabilities in the areas of mobility device securement and boarding and alighting the vehicle.

BEHIND-THE-WHEEL TRAINING
To familiarize inexperienced operators with actual on-road situations and hazards, all operators complete First Transit’s Behindthe-Wheel Training program. This training involves the following phases:
• Closed course instruction trains vehicle operators in maneuvering the vehicle in a secure area. This training uses simulated obstacles and road situations that replicate the proposed service area. Key topics include:
o Vehicle Orientation—pre-trip inspection, seat adjustment, mirror adjustment, braking, accelerating and transmission
o Reference Points—lane position, right/left side, backing point, forward stop, pivot points, turning points
o Vehicle Control— Straight in lane, left turn, right turn, lane changing— moving right or left
• Controlled course work allows the operator to become more familiar with handling the vehicle in a controlled area.

The course is designed specific to the service area, on two lane roads with minimal obstacles, and is less than 35 mph.

Operators learn the challenges of routes and service area characteristics and develop skills to predict and manage actual driving situations. Key topics include: Smith System defensive driving, intersections, service stops, backing.
• Advanced road-work training is conducted on a one-on-one basis with qualified trainers. No passengers are on-board during road-work training, while the new operator becomes familiar with service area routes. Operators are credited ONLY for the time they are actually operating the vehicle during road-work instruction. Key topics include: Smith System driving, roadways, expressway/highway driving, intersections, service stops.

After completing behind-the-wheel training, operators demonstrate that they have mastered required skills by successfully completing a thorough final evaluation before progressing to cadet training. We do not allow a new hire to operate a vehicle with revenue passengers until this phase of training is completed satisfactorily.

CADET-IN-REVENUE SERVICE TRAINING
The last step in new-operator training – and the transition from instruction to real-world experience – is our Cadet-in-Revenue Service Training. Each new operator, or cadet, is coupled with a certified cadet trainer who is typically a mentor or senior operator. This oneon-one evaluation includes in-service training hours on actual transit routes.

Cadets demonstrate their ability to drive safely, provide excellent customer service, and assist persons with disabilities and mobility devices. Cadet trainers conduct a final evaluation after the Cadet-in-Revenue modules are completed. Only cadets who successfully pass this final stage of training are qualified to be assigned manifests or routes.
24 POST-TRAINING EVALUATIONS
To monitor operator performance and ensure continued compliance with the training principles, all new operators undergo three post-training evaluations. These evaluations are completed 30 days, 60 days, and 90 days following successful completion of the training program. Evaluations provide additional mentoring opportunities for new operators and additional support as successful members of the First Transit team. Operators who need additional training will be referred to and assessed by the Safety Department.

INCUMBENT OPERATOR TRAINING PROGRAM
Operators who choose to continue with Fixed Route, Paratransit, and Dial-A-Ride services under employment with First Transit are required to undergo a modified training program prior to service start. The training program for incumbent operators is customized for each startup to accomplish the following:
• Ensure existing operators meet El Monte’s and First Transit’s standards • Incorporate any new requirements represented by the new contract • Address existing performance issues, particularly safety and customer service Training varies in scope and duration from four hours to 16 hours, depending on our service assessment. Typically, training would include an overview of First Transit policies, a review of City requirements, and refresher training in the vehicles, disability awareness and communication, customer service, and defensive driving.

TRAINING SYLLABUS
Classroom Training
Unit Training Topics DVD / Video Hours
1 - Introduction
• Welcome and Introduction
• HIPAA
• Fraud, Waste and Abuse
• Title VI Civil Rights Act 1964
• Employee Handbook
• BeSafe - Making Safety Personal
• Hazardous Communication
• Bloodborne Pathogens
• Busing on the Look Out
• Welcome to First Transit
• Hazardous
Communications
• Bloodborne Pathogens
• Busing on the Look Out

5.00 2 -Fundamentals
• Safe Work Methods
• Intro to the Bus
• Basics of Safety
• Managing Emergencies
• Security Awareness
• Map Reading
• Communication Devices
• Navigation and Fare Policies
• Smith System
• DriveCam Orientation
• Safe Work Methods
• Basics of Safety
• Disabled Vehicles
• Smith System Certified
Trainer

10.00 3 - The Operator
• Drug and Alcohol Awareness
• Distracted Driving
• Fatigue and Sleep Apnea Awareness
• Smith System Distracted
Driving
• Smith System Drowsy
Driving

3.00 4 - Transporting
Passengers with
Disabilities
• Transporting Passengers with Disabilities
• Interacting with Passengers
• Diffusing Conflict

10.50 25
Classroom Training
Unit Training Topics DVD / Video Hours
• Passenger Care While Loading and
Unloading
• Mobility Aids and Devices
• Service Stops and Boarding Zones
• Elder Abuse
5 - Driving
Fundamentals
• Driving Fundamentals I
• Driving Fundamentals II
• Roadway Types
• Railroad Crossings

4.00 Contractual
Requirements • First Aid/ CPR • Red Cross Certification process

8.00 Final Evaluation 1.00
Total Classroom Training 41.50
Behind-the-Wheel (BTW)
Topic Hours
Skills Course (Group Work) 10.00
Vehicle Orientation
• Pre-Trip Inspection
• Seat Adjustment
• Mirror Adjustment
• Braking, Accelerating and
Transmission
• Wheelchair Securement
Reference Points
• Lane Position
• Right Side / Left Side
• Backing Point
• Forward Stop
• Pivot Points
• Turning Points
Vehicle Control
• Straight in Lane
• Left Turn
• Right Turn
• Lane Changing - Moving Right or
Left
Basic Road Work 4.00
• Smith System
• Intersections
• Service Stops
• Backing
Advanced Road Work 9.00
• Smith System Commentary Driving
• Roadways
• Expressway / Highway Driving
• Intersections
• Service Stops
Final Evaluation 1.00
Total Behind the Wheel Training 24.00
Cadet Training Hours
Vehicle operation in service with a trainer 14.50
Total Cadet Training 14.50

CUSTOMER SERVICE TRAINING
Customer service training is designed to simulate situations faced by transit operators. It provides in-depth instruction on handling passengers safely and with courtesy and empathy. Skill development includes:
26 • How and why to make customers feel welcome
• How to communicate positively and solve problems in an outcome-oriented way • Why policies should be followed and how to make good decisions about exceptions • How and why to establish appropriate, professional boundaries with customers • How to avoid and curtail emotional escalation, power wars and other unsafe behavior • How and when to seek assistance
• How to interact with supervisors and co-workers in a mature and positive way All First Transit personnel who have contact with passengers receive this training.

In the event operators, supervisors, dispatchers, or other personnel are the subject of customer complaints, a discussion of the incident is conducted. Employees are subject to one-on-one counseling, progressive disciplinary action (including termination if deemed appropriate), supervisor ride-alongs and mentoring, and attending customer service training with a new operator’s class as appropriate.

CUSTOMER RELATIONS
First Transit is dedicated to safe, punctual, courteous, and professional transit service for the City of El Monte, which is why we take our training beyond the basics of customer service. We want to be a leader in transforming the way people view travel and the way they feel about public transport. In this effort to deliver the highest levels of safety and service and provide greater customer satisfaction, First Transit has developed a Customer Relations program.

Our specific skill-development sessions provide additional service training that is focused on building customer relations in support of City operations. This training is taught through the following seven TSI training modules:

Module Coursework
Introduction
Making customers feel welcome on the bus
Avoiding problems with customers
Handling the customer service
Problems cannot be avoided
Attitude and Habits
Four customer services characteristics – safety-conscious, courtesy, reliability, and knowledge Operators learn that they not only drive the bus, but are also responsible for the safety and satisfaction of our customers
On-Boarding and
Alighting
Identify problems that can arise with customers who are on the bus or alighting Explain solutions to common on-board and alighting problems Applying customer service skills
Review First Transit’s and the City of El Monte’s policies concerning on-boarding Difficult Customers
Effectively interact with difficult customers
Procedures for handling problems presented by difficult customers Solutions to common problems with difficult customers
Apply customer service skills
Understanding the significance of late-night runs
Providing Service to
Young Customers
Importance of providing professional services to young customers Special challenges of working with young customers
Anticipate possible disruptive behavior on the bus
Importance of consistently enforcing the rules
Group dynamics that influence the behavior of juvenile and adolescent customers 27 Module Coursework
Elderly Customers
and Customers with
Disabilities
Customer relation skills when dealing with customers who are elderly and those with disabilities Importance of providing service to elderly customer or customers with disabilities Physical characteristics common to the aging process
Ways to provide service to the elderly
Obstacles that transportation presents to customers who have disabilities Interpret the importance of the Americans with Disabilities Act (ADA) Duties and responsibilities of bus operators under ADA legislation Concept of empathy and how to apply it when interacting with customers and disabilities How to communicate with customers with various disabilities How to assist customers who use wheelchairs or other mobility devices Our TSI training program on Customer Relations covers the importance of public transit service, the elements of good customer service, and the benefits of delivering safe, courteous, and reliable transportation.

CONFLICT RESOLUTION AND AVOIDANCE TRAINING
Because our operators and dispatchers are in constant contact with the public, we provide a training course on the topic of Conflict Resolution and Avoidance. This training combines our own guidelines for customer service with curriculum that has been tailored to the City of El Monte’s specific requirements. The goal of this course is to teach operators how to handle demanding situations, and how to remain professional, pleasant, and accommodating when faced with challenging customers.

The Conflict Resolution and Avoidance Training Program consist of the following topics:
• Active Listening – Instruct operators to listen to what the passenger is saying specifically, and understand the total message that is being sent
• Using Proper Words – Provide guidance on how to express empathy, concern, and a desire to help to correct problems
• Understanding Goals – Instruct operators to understand the goals and objectives of individuals so the operator can show the customer they care
• When to Let It Go – Educate our operators when to “let it go” and how best to end conflicts in a positive manner • You Always have Choices – By teaching our operators that choices are always available in any situation, and that negative situations can be defused and changed into positive encounters • Conflict Avoidance Role Playing – Through role playing, trainees have the opportunity to deal with real life situation and give instructors and other students the opportunity to critique the operator’s actions • Enforcing Procedures and Rules – Provide tips on how to effectively handle rule or procedure violations

DISPATCHER TRAINING
Well-trained and experienced dispatchers are vital to successful daily operations. Handling everything from operator check-in to accident reporting and day-of-service adjustments, they serve as the primary contact between the office and operators in the field. For the City of El Monte’s service, First Transit also proposes to utilize these dispatchers for reservation and scheduling activities. We believe that this will give the City the opportunity to save costs by consolidating manpower, while maximizing the impact our team can have on customer satisfaction by investing in advanced training for the dispatch team.

Dispatchers interact with operators throughout the service day, providing support and direction for myriad variables that impact service delivery, including traffic and service changes. Proactive dispatching facilitates timely service delivery that exceeds customer and the City of El Monte’s expectations.

First Transit’s Dispatcher Training Program provides our dispatchers with the understanding of the methods, approaches and skills they need to support our operators in the field. 28 SELECTION PROCESS
It is imperative that we select the right candidate for the dispatcher role. A successful candidate must possess the following abilities:
• Multi-task successfully
• Creatively solve problems
• Handle a rapidly changing work environment
• Make decisions quickly and confidently under pressure • Maintain a professional working relationship with co-workers and operators • Communicate effectively in person and over the radio
Our management team evaluates the individual’s current employment record, conducts an interview to assess their proficiency in these areas, and confirms their ability to perform the demanding responsibilities of a dispatcher.

MANDATORY OPERATOR TRAINING FOR DISPATCHERS
Dispatchers are typically promoted from within our operator teams and will have already completed our comprehensive initial operator training program. This ensures we have a team of dispatchers who understand the operator’s role in service, which supports effective decision-making during the service day.

A newly hired dispatcher will first be required to complete all aspects of First Transit’s Operator Training Program – including in classroom, behind-the-wheel, and cadetting, as discussed in this proposal.

DISPATCHER ORIENTATION
Once a dispatcher has successfully completed our prerequisite operator training program, they will complete an orientation focused on the goals, practices, and philosophy of dispatching.

Dispatchers learn how to adjust to their surroundings and move from peer to a supervisor position with the operators. Our orientation covers the importance of emergency management and protocols, as well as leadership and decisionmaking.

Additionally, this is a time for our dispatchers to prepare to support our customer-focused environment by understanding our diverse client base through training in sensitivity, disability awareness, ADA compliance, and cultural sensitivity. This focused training emphasizes the importance of using “people first” identifiers; e.g. “persons with disabilities” rather than “disabled person.” During this time, the location Safety Manager or designee also leads the new dispatcher in First Transit’s BeSafe Leadership Program. Dispatchers are an important part of the BeSafe Program, as they offer positive reinforcement and support to our vehicle operators. A full description of our BeSafe Leadership Program is detailed in our Safety Program in this proposal.

1. Selection
Process

2. Dispatcher
Orientation

3. Advanced CTS
Software Training

4. eLearning
Courses

5. Mentorship
Program

6. Evaluation and
Continuing
Education
Steps to Develop a Successful Dispatcher
29 We also share our best practices in reservations, aggregated from both our global operations and the experience of our sister companies. This provides the foundation for maintaining and improving operational performance – ensuring El Monte and our customers of consistent service quality.

ADVANCED CTS SCHEDULING SOFTWARE TRAINING
First Transit’s training addresses functional use of the CTS scheduling software, including:
• Advanced principles of increasing system productivity, including the following measures:
o Leveraging slack time to optimize routes
o Identifying poor routing and reducing route deadhead
o Over-scheduling to accommodate same day cancellations and no shows • Understanding of the tools related to scheduling, identifying and managing future day service for increased on-time performance, as well as identifying trends in previous service to make appropriate changes • Ensuring that scheduling staff are knowledgeable of, consistent with, and apply the tools and techniques in the scheduling software designed to optimize vehicle schedules • Helping to assess the use of the scheduling software and the performance on City services to identify potential improvements and opportunities for retraining and specialized training • Identifying trips within CTS that could be best be served as a subscription, and conversely, subscription services that should be discontinued
• Completing refresher training on a regular basis and additional training when a new version of the scheduling software is installed

ELEARNING COURSES
Like most First Transit positions, once our dispatchers complete initial operator training and dispatch orientation, they are required to take eLearning courses applicable to their new position. Our proprietary First America University library is an extensive online database of training resources to help motivated employees increase their skillsets. A sample of the courses new dispatchers must complete include:
• Creating an Effective and Safe Dispatch Environment
• Building Customer Service/Telephone Customer Service
• Recognizing Problem Performance / Steps for Turning Around a Performance Problem / Diffusing Conflict • Incident and Accident Investigation & Procedures
• Safety Leadership / Reasonable Suspicion / Emergency Procedures • Sensitivity Training, Passenger Assistance Techniques • Technology Overview and Training on the City of El Monte Tools

POST-TRAINING EVALUATION AND CONTINUING EDUCATION
The new dispatcher will debrief daily with their mentor and other senior dispatchers. Additionally, First Transit’s fixed route and paratransit operations manager will also complete a wellbeing check to ensure the dispatcher is performing satisfactorily in the new role. The operations manager and other senior dispatchers are continually available to answer any questions the new dispatcher may have.

Throughout their careers, dispatchers will continue to participate in ongoing education to ensure they continue to stay up to date on their responsibilities. Dispatchers receive annual retraining on First Transit’s BeSafe program, applicable technology tools and customer service, among other topics.

ROAD SUPERVISOR TRAINING
Effective road supervision is an essential element of successful daily fixed route and paratransit/DAR operations. Road supervisors are the first level of management to respond in the event of an incident or accident. They interact with the operators daily, providing coaching and support for common challenges, such as farebox issues. They facilitate successful service delivery that exceeds established standards. Further, they serve as a front-line customer advocate. 30 To ensure success in this important leadership role, First Transit’s Road Supervisor Training Program is designed to equip our supervisors with the tools they need to support our operators and passengers. Training focuses on proactive operator support and superior customer service. Selecting personnel with natural leadership and problem-solving skills and providing them with a comprehensive, multi-faceted training program ensures their long-term success.

SELECTION PROCESS
Effective road supervisor training begins with the selection of the right candidates. There are certain qualities and proficiencies our local management team looks for in road supervisor candidates. In order to handle the demanding responsibilities of being a successful road supervisor, individuals must possess:
• Ability to lead
• Professional, effective communication skills with employees, passengers, and clients • Aptitude for problem-solving

MANDATORY OPERATOR TRAINING
In order to prepare road supervisors to support safe, efficient, and customer-focused service, they must first understand the challenges operators face in the field. For this reason, the majority of our road supervisors are promoted from within our operator teams. As such, they will have already completed our comprehensive new operator training program.

ROAD SUPERVISOR ORIENTATION
Following operator training, the road supervisor trainee will complete an orientation. This training will cover a wide range of topics designed shift the candidate’s mindset from one of on-route service delivery to an awareness of the system as a whole.

ELEARNING COURSES
Once road supervisors complete the initial operator and road supervisor orientation, they are required to take eLearning courses through our extensive training library, First America University. A sample of these courses include:
• Essentials / Understanding a Manager’s Role and Challenges • Building the Coaching Relationship / Using Different Coaching Styles • Recognizing Problem Performance / Steps for Turning Around a Performance Problem / Diffusing Conflict • Incident and Accident Investigation & Procedures
• Safety Leadership / Reasonable Suspicion / Emergency Procedures • Sensitivity Training, Passenger Assistance Techniques • Technology Overview and Training on El Monte Tools

1. Selection
Process

2. Mandatory
Operator
Training

3. Road
Supervisor
Orientation

4. eLearning
Courses

5. Safety
Manager
Guidance

6. Mentorship
Program

7. Evaluation
and Continuing
Education
Steps to Develop a Successful Road Supervisor
31 SAFETY MANAGER GUIDANCE
After the completion of the initial eLearning courses, our Safety Manager Juan Casillas will answer any questions arising from those lessons. He will also guide new road supervisors through the completion of First Transit’s “BeSafe” Safety Leadership Training. Road supervisors are instrumental in instilling BeSafe principles throughout our workforce, including proactive safety coaching and positive reinforcement. A description of our BeSafe program has been provided in the Safety Program section of this proposal.

The safety manager also ensures that the new supervisor understands each of his or her job responsibilities and how to carry them out. The safety manager or designee trains new supervisors on the following responsibilities:
• Completion of all forms, including daily road supervision checklist, operator observation form and workers compensation form
• Effective use of all technology tools, including road supervisor tablets, DriveCam SF300, Geotab Pro Plus, First Transit’s Management Information Dashboard, etc.

Our Safety and Training Manager Nazario Morales will also ensure the road supervisor can apply the principals presented in the accident eLearning course by setting up mock accident scenarios and having trainees complete all procedures, including taking pictures, interviewing, paperwork and filing.

POST TRAINING EVALUATION AND CONTINUING EDUCATION
Daily debriefs with more senior road supervisors and a wellbeing check conducted by the safety manager will confirm the supervisor is succeeding in his/her new role. The safety manager identifies areas for improvement and challenges the employee to further develop his or her skills. The safety manager is continually available to answer any questions the new supervisor may have.

After the initial phases of training, road supervisors will continue to participate in ongoing education to hone their skills and ensure they stay up-to-date on policies and procedures. Road supervisors receive annual retraining on wheelchair securement, First Transit’s BeSafe program, and customer service, among other topics.

MAINTENANCE TECHNICIAN TRAINING
First Transit provides unmatched technician training that leads to higher quality repairs for the City of El Monte transit fleet. A well-trained technician performs quality repairs in a more efficient manner – resulting in a consistent maintenance approach, more reliable fleet, and reduced vehicle downtime.

SELECTION PROCESS
Like all First Transit team members, maintenance technicians must pass a thorough background screening. They are selected based on their background, driving record, and maintenance experience.

SKILLS ASSESSMENT
All First Transit technicians undergo a basic skills assessment to determine their individual skills and suitability for the City of El Monte contract. Technicians will complete a comprehensive online skills assessment to establish an objective knowledge baseline in specific areas. Each assessment measures technical competency to a detailed level of theory, application, and diagnostic ability across several technical areas.

1. Selection
Process

2. Skills
Assessment

3. Customized
Training

4. ASE
Certification
Steps to Develop a Successful Maintenance Technician
32 Once onboarded, we use this pre-hire assessment to determine which areas the new technician should focus on. We have also found this assessment to be an integral step towards improving a technician’s specific skill set and achieving personal training goals.

CUSTOMIZED TRAINING
Based on the assessment described above, First Transit’s maintenance trainers will develop an individualized technician training plan based on contract requirements, fleet-specific topics, and any gaps in the candidate’s knowledge or skills. First Transit uses the training resources below to prepare our technicians to keep the City of El Monte’s fleet in top condition.

Technician training combines hands-on training and mentorship with online training to strengthen our maintenance team’s skill level.

First Transit employs a team of six full time travelling maintenance trainers. These highly skilled maintenance professionals visit our local operations to facilitate additional training for the team.

FIRST TRANSIT TECHNICAL COLLEGE
All of our maintenance locations use First Transit Technical College (FTTC) for training new technicians and providing annual required training for experienced technicians. FTTC is an industry-leading, extensive, interactive, online training program with hundreds of modules specific to fleet maintenance.

FTTC offers numerous courses in support of our technicians’ professional development. These include vehicle maintenance practices and ASE test preparation courses, which include sample ASE-style tests and a timed test duplicating the actual ASE Exam. FTTC’s self-paced modules contain critical content, which is reinforced through interactive graphics and animations. The training is available at any time, so technicians can work through the materials at their convenience.

Each required module requires a course review and exam before completion. These tests combine helpful remediation while addressing the unique needs of the technician with text-based theory for enhanced learning and retention.

Managers and supervisors may log into the system at any time to monitor technician activity within the training program.

Supervisors and managers can produce a Course Usage Report to track of hours dedicated to the training curriculum to encourage technicians to continue progressing through their customized training program.

The First Transit maintenance training team also has a Vimeo channel with dozens of training videos. After technicians view a video on this channel, they complete the knowledge assessment on FTTC to confirm they have completed their training.

HANDS-ON TRAINING
After technicians have completed their FTTC training, they will perform hands-on training on-sight. Maintenance managers or maintenance supervisors will observe new technicians completing jobs, offering constructive feedback and instruction.

Managers will demonstrate specific skills and procedures and then watch the technician perform corresponding procedures.

This hands-on training ensures that all maintenance technicians are demonstrating required skills in accordance with the City of El Monte and with First Transit requirements and best practices.

SAFETY TRAINING
Maintenance technicians will complete safety training to ensure safe work practices in the shop. Following an overview and introduction to First Transit and our employee handbook, technicians will receive training in the following topics:

General Safety Maintenance Safety
• BeSafe
• Hazard communication
• Bloodborne pathogens
• Safe work methods
• Smith System defensive driving
• Substance abuse
• Shop safety handbook overview
• Vehicle lift safety
• OSHA mandates
• PPE
33 Technicians also engage in daily safety toolbox talks with the maintenance manager and/or maintenance supervisor. This is a valuable part of our ongoing safety and maintenance communication with our team. Toolbox talks are designed to review the last shift and prepare for the coming shift. The talk starts with a safety message, followed by a review of the shop priorities for the shift/workday, the prior shift’s performance, and each technician’s work assignments.

MANUFACTURER TRAINING
First Transit’s technicians also receive classroom instruction and on-the-job training provided by manufacturers and parts suppliers, including AC/Delco, Cengage Learning/Delmar, Noregon Diagnostics, General Motors, Ford Motor Company, and other OEMs. We leverage our relationships with these vendors, who send trainers to our locations to improve our team’s skill set and ensure technicians have up-to-date skills and maintenance knowledge specific to the different vehicle types we maintain.

First Transit employees also have access to training videos through the vendor training portals, including AC/Delco, the Meritor Bullpen, Navistar Education, Roush CleanTech, MCI Academy, and Cummins Engine Service and Training Information. These courses comprise part of our technicians’ 40 hours of required annual refresher training.

ANNUAL REFRESHER TRAINING
We require each technician to participate in at least 40 hours of training each year to increase skills and knowledge of industry technology advancements. Each technician receives an annual training plan based on new technology, fleet make-up, and improvements needed.

ASE CERTIFICATION
Technicians are encouraged to pursue self-directed continued education credits to advance their knowledge, skills, and careers.

Opportunities for career progression translates to increased job satisfaction, better performance, and a higher rate of employee retention.

To this end, First Transit technicians attend training and certification testing provided by the National Institute for Automotive Service Excellence (ASE). The ASE training program has a series of fifty (50) tests which measure skill level in vehicle maintenance and repair. These tests are grouped by specialty including front-end alignment, brakes, air conditioning, electrical, engine repair, and so on.

ASE-certified technicians allow First Transit to apply industry best practices to our maintenance operation, bringing significant value to the City. Highly trained technicians make repairs efficiently, correctly, and safely, reducing unnecessary repairs, preventing unplanned maintenance issues, and reducing vehicle downtime.

This program also furthers the professional development of our valued technicians – an important part of our employee retention efforts. In addition to providing opportunities for career growth, employees can earn hourly wage increases by earning ASE Master Technician Certifications.

First Transit encourages ASE certifications consistent with our goal of achieving ASE Blue Seal recognition at each shop. The ASE Blue Seal requires a minimum of 75% of our maintenance team be ASE certified, with one ASE-certified technician in each area of the shop. First Transit’s nationwide maintenance team collectively boasts nearly 3,000 ASE certifications and 145 Blue Seal Certified locations.

FIRST AMERICA UNIVERSITY (CONFIDENTIAL)
First Transit recognizes that our valued employees are the keys to our success. Because of this, we have made a significant investment in the tools to help develop our promising employees. One such tool is First America University, an online resource to help motivated employees reach that next level in their careers.

Since launching First America University in 2014, we have expanded our online course catalog to over 4,000 classes, some of which are custom-designed for First Transit employees. We continually update content and add new courses to the library, ensuring that employees have a wide selection of opportunities available. Courses range from professional development tips to advanced Microsoft Office trainings. Many courses have been translated into Spanish and French, in addition to English. 34 First America University courses are available along with in-person training to supplement our employees’ career development and individual training needs. First America University allows new employees to receive professional training from the convenience of their own computer, without the hassle or expense of traveling. Many First Transit employees use this valuable resource.

First Transit has also created customized learning plans specifically for management positions. These plans, which we refer to as the Keys to Success, include job-specific courses and information relevant to specific roles. Current employees and employees looking to move up to the next level in their careers have access to these learning plans. Not often do employees get the opportunity to attend online training for the next level of management prior to promotion; First Transit gives them that chance.

FIRST TRANSIT’S SAFETY APPROACH
The safety of your passengers, other road users, pedestrians, cyclists, and system employees is of paramount importance. The City of El Monte community must trust that the company and the people operating the City of El Monte transit vehicles have the training, skills, and awareness needed to protect these groups every day.

For this reason, safety lies at the heart of every area of First Transit’s operation. From on-road operations to the dispatch office to the maintenance shop, every employee is responsible for the safety of the service we deliver. First Transit has created a comprehensive safety approach that empowers employees to impact safety performance and provides the tools to do so. The goal of our approach is achieving “Zero Harm,” which means zero accidents, incidents, or injuries.

The efficacy of our safety program is demonstrated in the continuous improvement in the company’s accident frequency rating (AFR), year over year. At the end of FY 2020, First Transit achieved a companywide AFR of 0.20 – well below the industry standard of 1 accident per 100,000 miles. Our clients agree; in our 2021 customer survey, First Transit scored a 9.4 out of 10 for “putting safety front of mind.” We received a 9.3 out of 10 for having “a thorough and effective safety program.” ►►►Specific to our El Monte operation, safety is not just a concept it is a way of life—this location currently operates at 31.6% below the Company AFR goal for our location. More importantly, under Zack’s oversight, we have had zero staff hours lost due to injury for the year of 2021. These statistics emphasize that our safety training and approach not only permeate our operation facility but also our vehicles while out on the road.

ESTABLISHING SAFETY AS A CORE VALUE
First Transit’s safety program fosters a mindset of safety across our entire organization. A safe mentality drives safe practices, which generates consistently safe performance across the entire operation – from interacting with passengers to washing a vehicle.

To this end, we have created BeSafe, our company-wide safety transformation program. BeSafe takes our safety performance to the next level through behavioral change. BeSafe is a proactive approach to safety, which focuses on eliminating potentially unsafe behaviors before they become unsafe events.

BeSafe is an effective tool that is used alongside the procedures and policies comprised within our Safety Management System.

This program teaches that, by making safety a personal core value, we can reduce or eliminate accidents and incidents in our workplace. With a strong sense of what is safe and what is not, our employees begin to replace risky behaviors with safe ones.

BeSafe is based on the following principles:
35 INFLUENCING SAFE BEHAVIORS
BeSafe ensures our employees:
• Understand the causes and consequences of both safe and at-risk behaviors • Are confident in their skills to have consistent and quality safety conversations • Use the insight and data from group Debrief sessions to make and influence better safety decisions BeSafe is based on the science of behavior – something that can be observed. The science of behavior tells us there are two things that influence behavior:
• Antecedents: Anything that comes before behavior that prompts or triggers the behavior, e.g. training, instructions, road signs, policies, posters, meetings, etc.
• Consequences: Anything that happens after behavior, good or bad, that influence whether that behavior happens again or not, e.g. praise, criticism, positive feedback, getting to a destination on time, getting a speeding ticket, having an accident
BeSafe focuses on consequences, which have the strongest impact on behavior. While antecedents tell us what to do, they do not guarantee that we will do the behavior. We typically continue in behavioral patterns until there are consequences for doing so.

There are four behavioral consequences, each with a different effect. INCREASE behavior

POSITIVE REINFORCEMENT
Getting something you want

PUNISHMENT
Getting something you don’t want
DECREASE behavior

NEGATIVE REINFORCEMENT
Avoiding something you don’t want to do

PENALTY
Losing something you already have
Through negative reinforcement-, punishment-, or penalty-based approaches, safe behaviors only result in avoiding negative consequences (e.g., reprimands and fines).

For this reason, BeSafe concentrates on Positive Reinforcement. We do this by recognizing safe behaviors and rewarding them.

Knowledge Our greatest effort is directed at the key safety behaviors that will reduce incidents.

Recognition
While not ignoring actions that undermine safety, the focus will be on acknowledging colleagues “doing it right” and positively reinforcing these actions.

Openness Regular positive coaching interactions, or "touch points" will take place and communication at "Debriefs" will be open and honest.

Learning Reporting incidents and near misses will be seen as learning opportunities to continuously improve workplace safety.

Courage We encourage employees to recognize and praise each other for safe behaviors – and empower them to challenge unsafe behaviors. 36 We teach our managers and supervisors to be objective not subjective; specific, not vague. Subjective and/or vague instructions or feedback can lead to confusion and misunderstanding. By contrast, well pinpointed, objective instructions and feedback help the receiver know what to do.

To establish safe habits, our reinforcement approach must be continuous. Our managers and supervisors regularly interact with our employees to recognize and laud safe practices – preventing our team from regressing to the unsafe behaviors that have been corrected.

BESAFE SAFETY LEADERSHIP PROGRAM
In order for our safety approach to be successful, managers and supervisors must exemplify safe practices to their teams. The BeSafe Program employs the Safety Leadership Coaching Process, which encourages our managers to use positive reinforcement to recognize safe operational and maintenance practices.

The BeSafe Safety Leadership Coaching Process identifies the following “safety critical” behaviors in our workplace:

Collison Prevention
on the Road
Injury Prevention
on the Bus
Shop-Specific Injury
Prevention
• Maintaining appropriate following
distance through on-road
observations
• DriveCam monitoring and
coaching behaviors
• 3-Point contact
• Use of “Last Step”
• Use of traction aids
• Wheelchair handling and
securement
• Housekeeping (keeping work area
free of spills and unnecessary
tools/equipment)
• Use of personal protective
equipment
• Use of lock out/tag out procedures
BeSafe also teaches managers and supervisors at every level of the organization how to recognize and reinforce these behaviors as they happen, in real time, by using a systematic process for shaping the critical behaviors that drive safety results:
• Planning: This effort focuses on linking behaviors to results. Managers and supervisors engage in this planning process to deliver Touchpoints (see below) to individual staff members. • Touchpoints: These are daily, planned positive coaching interactions that recognize safety-critical behaviors through positive reinforcement. These interactions are designed to be brief (2 – 3 minutes) and pinpointed to one specific action or behavior.
• Group Debrief Sessions: These once-per-week meetings take place between a group of managers and supervisors.

The most senior manager of the group facilitates the session. Each participant shares one example of a successful Touchpoint with the team, and the remaining members of the group provide them with feedback. In this manner, we refine and improve how we deliver our Touchpoints to the staff, ultimately making the Touchpoints more effective.

SAFETY MONITORING TECHNOLOGY
First Transit is providing the DriveCam SF300 monitoring system for each of our vehicles for the City of El Monte’s service. DriveCam’s on-board camera monitors operator behavior while in service. The camera is activated either manually or by specific driving behaviors, such as hard braking or accidents. This technology is described in detail in the Excellence through Advanced Technology section of our proposal’s Fixed Route/Dial-ARide/Paratransit Operation Plan.

SUBSTANCE ABUSE TESTING
The safety of our passengers, staff, fleet assets, and the communities we serve depends on operators who are fit for duty. For this reason, First Transit has a strict zero-tolerance policy for drug and alcohol abuse. It is our policy – and that of the Federal Transit Administration (FTA) – that safety-sensitive employees be free from the influence of drugs and alcohol.

ACCIDENT RESPONSE AND INVESTIGATIONS
First Transit’s accident procedures are used when responding to:
37 • Vehicle-involved collisions
• Passenger, customer, or employee accidents and injuries • Pedestrian and bicycle accidents
• Fixed-objects accidents (curbs, tree limbs, signs, etc.).

ACCIDENT NOTIFICATION PROCESS
When an incident occurs, the vehicle operator immediately notifies dispatch. He/she provides the following information:
• Passenger count on board
• Any injuries
• Accurate location of the vehicle and incident
• A description of any other vehicles or pedestrians involved The dispatcher provides guidance to the operator, including reminding the operator of which safety precautions to take. The dispatcher then contacts 911 (as appropriate) and dispatches a road supervisor to the scene. He/she also contacts the general manager and other relevant management as well as any specific named City staff.

In addition, in the event of major accidents and/or those covered by the media, the general manager notifies the City of El Monte immediately. He/she then contacts the region safety manager and region vice president, working with them to obtain direction.

All collisions, passenger injuries and employee injuries are reported to our insurance and any named City staff.

ACCIDENT-RELATED ROLES AND RESPONSIBILITIES

VEHICLE OPERATORS
Vehicle operators are the first line of response when an accident or incident occurs. They are tasked with protecting the safety of the passengers and public, as well as recording accurate information related to the incident. After notifying dispatch, as described above, the operator must complete the following tasks:

Check for Injuries Take Safety Precautions Observe & Record Facts • Request first aid if necessary
• Make a list of injured persons’
names, addresses and phone
numbers
• Gather facts about the extent of
injuries
• Document the first-aid that has
been given to the injured
• Have passengers sign a release
form if no injuries occurred
• Place safety triangles
• Handle passengers courteously, but
give instruction
• Keep passengers safe by remaining
off streets, highways, etc.
• Begin completion of accident pack
• Record exact time and place of
accident
• Document any other witnesses’
names, addresses and phone
numbers
• Obtain names and badge numbers
of investigating officers and
emergency personnel
First Transit’s vehicle operators are trained to not respond to any media requests or discuss the accident with anyone except First Transit supervisors, company insurance adjusters, or emergency personnel.

DISPATCHERS
In addition to notifying the appropriate parties of an incident, the dispatcher is responsible for coordinating support for the operator. This includes dispatching a road supervisor to the scene, arranging coverage for the route and transportation for uninjured passengers on board. The dispatcher on duty must also document the following:
• Gather information on injuries, location, people on board, and vehicles/pedestrians involved • Record all accident information in the Daily Log, including any down time, bus change-outs or passengers transferred in a different vehicle.
38 ROAD SUPERVISORS
When responding to any road call or accident, the road supervisor is required to have the following kit while working on the scene:
• Accident reporting documents
• Writing instruments
• Paper
• Clipboard
• Camera, extra film, batteries, digital storage media (if applicable)
• Tape measure
• Flashlight
• Safety triangles, safety vest, jacket
• Seatbelt cutters, seatbelt extensions
• Bloodborne pathogen and first-aid supplies
Road supervisors are responsible for supporting the operator in securing the scene, gathering information, and documenting the facts of the incident. Their responsibilities are as follows:

The following procedures are completed by the first-responding supervisor:

Evaluate the Operator Secure the Scene
Assist Vehicle
operator in Data
Collection
Coordinate with
Investigating
Authorities
• Check for injuries and
administer first aid if
necessary
• Determine whether or not
drug and alcohol testing is
required or appropriate,
using the Post Accident
Testing Decision Maker
and through consultation
with regional safety
• Secure the vehicle and
determine whether or not
to return vehicles to
immediate service
• Take pictures of the
accident scene
• Make a sketch of the
scene
• Make notes of any skid
marks, debris, or other
evidence of the accident
• Make notes of injuries
including names,
addresses, and phone
numbers of those involved
• Identify self to authorities
• Obtain investigating
officer’s name and badge
number
• Cooperate fully with police
and emergency personnel
Road supervisors coordinate all response efforts with all key operations personnel. Finally, they are responsible for ensuring the accident/incident response complies with USDOT, First Transit, and the City of El Monte policies.

SAFETY COMMUNICATION

MONTHLY SAFETY MEETINGS
First Transit requires 12 safety meetings annually, which are at least one hour. These meetings provide our management team an opportunity to listen to our employees, receive feedback regarding operations, and to provide coaching for any teamwide trends that need correcting. First Transit also uses this time to announce any upcoming events or reminders for the month.

Safety meeting attendance is a condition of employment and is mandatory for all operators, management, operational staff, and maintenance personnel. Attendance is documented with a sign-in sheet.

Our corporate safety team provides our local teams with the safety topic for the month, along with associated safety posters and a training video to use at the meeting. Past monthly training topics include:
39 First Transit invites El Monte staff to attend any and all of these meetings to provide training on areas of importance to the City.

RECOGNIZING AND REWARDING SAFE BEHAVIORS
We offer our employees incentives to encourage them to maintain safety awareness and behaviors. These incentives include individual safety achievement awards, local safety-based contests, and company-wide recognition at our annual meetings.

OUR SAFETY COMMITMENT IN ACTION

CORPORATE INVOLVEMENT IN THE NATIONAL SAFETY COUNCIL
Our corporate commitment to safety and reputation as a safe provider is evidenced by our executive leadership’s involvement in the National Safety Council (NSC). Consistent with our goal of Zero Harm, the NSC’s mission is to eliminate preventable deaths and injuries through a focus on safety at work, in homes and communities, and on the road.

First Transit President Brad Thomas was appointed to the National Safety Council Board of Directors in 2019. As a member of the board, Brad helps oversee the strategic direction and policy development for the NSC.

Expanding our work with the NSC, Vice President of Safety David Perez was named to the NSC’s new task force, SAFER:

Safe Actions for Employee Returns. Established in 2020 in response to the COVID-19 pandemic, the objective of the group is to guide employers through the process of safely resuming operations now and in a post-pandemic environment. SAFER was created in partnership with leading safety organizations, public health professionals, and safety-focused private companies, like First Transit. The task force will issue recommendations and develop guidance for employers as they navigate the changed work environment and determine most critical needs to ensure the safety of their workers and customers.

COVID-19 SAFETY

PROVIDING SAFE, RESPONSIBLE TRANSPORTATION SERVICES DURING THE PANDEMIC COVID-19 has changed our world, impacting our daily lives by forcing us to rethink how we approach safety in our everyday activities.

In this new paradigm, First Transit – a global leader in transportation – is at the forefront of determining how to provide essential transportation services in the safest manner possible during the pandemic. Ensuring the safety of our passengers and employees is our top priority.

Further, it is of paramount importance that we continue to meet our passengers’ transportation needs without significant impact due to added safety measures. First Transit remains committed to providing consistent, world-class, reliable service every day.

WORKING IN PARTNERSHIP WITH OUR CLIENTS
First Transit has served as a resource for our clients in many ways throughout this unprecedented time, including:
40 • Sharing our expertise and best practices in safety • Helping our clients understand funding available to offset the financial impact to their transportation operations due to COVID-19
• Remaining flexible with changes to routes and scheduling as a result of COVID-19 • Assisting our clients in the procurement of difficult-to-find PPE (such as masks and sanitizer) at First Transit’s bulk pricing
• Giving back to the communities we serve in collaboration with our clients, including:
o Providing meals for seniors and students in need
o Supporting first responders
o Providing transportation for healthcare workers
• Utilizing our ozone generators to sanitize buildings and vehicles when possible For a complete discussion of our plan to clean and maintain our vehicles, please see the Precautionary Cleaning Measures subsection of the Vehicle Appearance section of this proposal’s Maintenance Program/ Strategy.

We remain committed to working collaboratively with our clients to ensure the safety of our employees and passengers, and also to see that the evolving transportation needs of the communities we serve continue to be met.

PROCEDURES TO ENSURE PASSENGER SAFETY
First Transit is dedicated to the safety of our passengers and the communities we serve. To this end, First Transit will work with the City to determine any procedures needed to protect passengers.

Depending on Federal, State, and local guidelines, which continue to evolve, this effort may include:
• Requiring passengers and operators to wear masks while onboard
• Limiting passenger capacity to ensure social distancing can be maintained while on the vehicle
• Installing partitions between the operator and passenger areas First Transit also recognizes that we must ensure a safe environment inside our vehicles, one that is free from viruses and bacteria. We have implemented enhanced cleaning and sanitization procedures, consistent with CDC guidelines.

PROCEDURES TO ENSURE EMPLOYEE SAFETY
Every effort has been made to protect our employees providing these essential services, keeping communities moving in the midst of the public health crises. Efforts at our locations to protect our employees and the passengers we serve follow Center for Disease Control recommendations and include:
• Enhanced cleaning procedures for workspaces and vehicles • Installation of hand sanitizer stations in every location • Distribution of personal protective equipment (PPE) that regularly includes masks (both cloth and disposable) and highquality gloves (minimum of 5 mill) • Installation of plastic shields and barriers to protect driver space • Avoiding close contact when possible and promoting thorough, efficient handwashing • Holding daily operations meetings and security meetings to keep our team informed and make updates to our procedures as necessary
• Implementing alternative operational procedures to eliminate potential for contamination, such as passengers entering the bus through the rear door only
41 First Transit will continue to work diligently to ensure our employees are safe and protected in the provision of their vital responsibilities.

SAFE WHEELS
Consistent with each of our corporate values, First Transit consistently looks for ways to improve the safety of our passengers with disabilities. Many of our passengers cannot afford a new wheelchair or mobility aid, so we created the Safe Wheels program to provide one, free of charge, to passengers in need. The benefit of this program is two-fold:
• Improved Safety: In our experience, old or defective mobility aids can pose a safety hazard for the passenger, the other riders of the bus, and the operator because of the potential of improper securements. First Transit found that more than 40% of passenger injuries come from lack of securement on accessible trips. • Improved Quality of Life: Having a new mobility aid not only improves a person’s ability to ride safely and securely; it enhances a person’s mobility each day by allowing them to maneuver around town and navigate their surroundings with ease.

To achieve this end, if our operators notice a passenger has an old or unsafe mobility device, they can nominate that passenger to receive a new base model mobility aid courtesy of First Transit. They fill out the Safe Wheels nomination form and submit it to their general manager and region safety manager for review and consideration. If it is approved, the mobility aid will be delivered to the location so the nominating operator can present it to the passenger. To date, First Transit has provided more than 100 wheelchairs to people in need through the Safe Wheels program.

With this program we can help our passengers and our community by providing a valuable service to people in need. “We were all very excited when First Transit rolled out the Safe Wheels program. San Diego was the first location to nominate and present a new wheelchair to one of our passengers. We are able to help make their day a little brighter and bring a smile to their faces.” – First Transit Safety Manager, San Diego MTS

SAFETY RECORD
First Transit’s commitment to safety – and the efficacy of our safety program – is demonstrated in the continuous improvement in our accident frequency rating (AFR), year over year. *AFR is calculated as the number of reportable incidents per 100,000 miles, as follows: (Total Reportable Incidents / Total Miles) x 100,000 = AFR per 100K
Reporting
Period AFR*
FY 19/20 0.19
FY 18/19 0.20
FY 17/18 0.18
FY 16/17 0.20
FY 15/16 0.16
FY 14/15 0.23

0.18 0.19

0.2 0.21
FY 14/15 FY 15/16 FY 16/17 FY 17/18 FY 18/19 FY 19/20
First Transit's AFR
42 First Transit follows National Transit Database (NTD) guidelines for calculating AFR. The NTD defines a Reportable Incident as a safety or security incident occurring on transit property or otherwise affecting revenue service that results in one or more of the following conditions:
• A fatality due to an incident (includes suicides, but does not include deaths by natural causes, or deaths not associated with an incident)
• Injuries needing immediate medical attention away from the scene for one or more persons (excluding other safety occurrences not otherwise classified)
• Property damage equal to or exceeding $25,000
However, First Transit’s focus is not merely on reportable incidents. We review every incident/accident, both preventable and non-preventable, to identify areas where we can improve our overall safety performance.

EMPLOYEE WAGES AND BENEFITS
Provide the salary range and benefits for the following positions:
• Fixed Route Driver
• Paratransit Driver
• Operations Supervisor
• Reservationist
• Road Supervisor
• Clerk
• Mechanic
• Service Worker
Proposer shall describe hiring policies and procedures, including approach and philosophy to minimize employee turnover and to maintain a stable work force.

SALARY RANGE AND BENEFITS
The focus of First Transit’s successful paratransit
operations is on the comprehensive service delivery plan.

Our goal is to maintain our positive work environment for our employees through competitive wages and benefits,
incentive programs, open communication, and a
supportive management team. Our motivated,
experienced employees will provide the highest level of specialized service to the individuals who rely on the
Fixed and DAR operations.

The starting pay for each position requested in the RFP are provided in the above table.

The single most vital component of delivering service
excellence to the City of El Monte will be your partner’s ability to fully staff the operation for the duration of the contract term. It is vital that wages are high enough to facilitate the ability to recruit, hire, and retain safe, reliable, customer focused drivers. Based on the wage
Role Starting Pay
Rates Dedication
General Manager Confidential Shared
Operations Manager Confidential FTE
Maintenance Mgr. Confidential Shared
Safety Manager Confidential Shared
Driver (entry level) $19.00 per hour 17 FTE
Dispatch $21.35 per hour 1 FTE, 11 Shared
Road Supervisor $21.35 per hour 1 FTE, 1 Shared
Technicians $31.00 per hour 1 FTE, 3 Shared
Utility $16.50 per hour 1 FTE, 2 Shared
Administrative Asst. $20.00 per hour FTE
43 information provided by the City, Driver wages must be increased to present the El Monte service as an available career of choice and to attract and retain a full staff of safe, customer-focused drivers.

As mentioned before, our company has direct knowledge and experience operating in the El Monte region with our current Cerritos, Pasadena, Alhambra, San Gabriel and Rosemead operations, as well as several other First Student and First Vehicle Services locations. Our familiarity with the area allows us to be confident in understanding that CDL driver wages for this transportation service must be raised to be competitive with the local labor market.

Over the next few years, First Transit foresees that the CDL market in El Monte will continue to drive up wages for CDL drivers.

Therefore, it is important that wages are set correctly from the beginning of the contract and remain competitive into the future.

There are some significant factors that should be considered as part of any wage proposal:
• Impact of the nationwide bus driver shortage
• Local/regional unemployment rate
• Wage survey for the marketplace / regional area
• Availability of qualified CDL drivers in the market
Across the nation, a significant factor for success of transportation agencies, school districts, and private contractors, such as First Transit, is the solution for nationwide bus driver shortage. Over the last several years, there have been persistent driver shortages across the country, which have been getting progressively worse due to a lack of qualified drivers in the marketplace.

The result is that transit agencies are working overtime to recruit more bus drivers. For example, as of last December, Denver Regional Transit District was short 127 bus drivers. L.A. County Metro, which operates the second-largest bus system in the country, was struggling to fill shifts. Systems such as LADOT and Foothill Transit, as well as multiple school districts in the El Monte area, are experiencing driver shortages. As a result, some of these school districts have raised starting wages.

One of the challenges that the City of El Monte will face is selecting a vendor that can present an effective wage strategy that will keep the wage levels sufficient within the regional market. With the largest competitors for qualified drivers coming from LA Metro and OCTA, this can be a challenge for the City of El Monte if the wages are not set right at the onset and if they do not keep pace in the longer term.

BENEFIT ELIGIBILITY
New salary-employees are eligible the first of month following their date of hire. Hourly-employees may vary based on contract and the associated union agreement but are eligible for coverage first of the month following 30 days. All employees are eligible to contribute to our 401K plan after 30 days of employment.

MEDICAL
Our employees have a choice of three medical plans. Two are high deductible healthcare plans (Yellow and Blue) and one is PPO style plan (Green), with the option of covering any eligible spouse or dependent child. With the high deductible healthcare plans employees can contribute into health savings accounts (HSA) based on IRS contribution limits. See the attached Summary of Benefit Coverage for detailed information.

We encourage our employees to be health-consumers. To help, employees enrolled in any of our plans will receive the following benefits covered 100%:
• Routine Physical Exam
• Well-Baby Care
• Routine Gynecological Exams
• Routine mammograms
• Colorectal Cancer Screening
• Preventative Medicine as determined by the Affordable Care Act 44 DENTAL
Our employees are offered either a DHMO or a PPO plan. These plans help with dental care costs including routine exams, fillings, and orthodontics. See the attached plan design for detailed information.

VISION
Our employees are offered a company vision plan. This plan helps with an annual eye exam, lens, and frames. See the attached plan design for detailed information.

ADDITIONAL BENEFITS INCLUDE:
• Employee Pride Incentive Program – Each location has an incentive program with small gift rewards for participation in certain safety campaigns, charity involvement, and overall job performance • Sick/ Personal/ Vacation Time Off – 40 hours of paid vacation after one year of employment, and increasing up to four weeks of vacation, may vary by union
• Holiday – Eligible drivers will receive holiday pay varying by contract Benefit Option Full Time Hourly (may vary
based on union agreement) Salary
Short Term
Disability
Employer provided weekly benefit of 60%
of weekly salary up to a maximum of $100
Employer provided weekly benefit based on the
employee’s years of service.
• Less than 1 year of service: 100% of pay for
first month, 60% of pay for next four months
• 1-5 years: 100% of pay for three months,
60% of pay for next two months
• 6 years or more: 100% of pay for five
months
Voluntary ShortTerm Disability
Employee paid options of 60% of weekly
salary up to a maximum of $100, $150,
$180
NA
Voluntary LongTerm Disability Employee paid options of 40%, 50%, 60% of salary up to a monthly benefit of $8,000
Employee paid options of 40%, 50%, 60% of salary
up to a monthly benefit of $8,000
Life & Accidental
Death &
Dismemberment
• Employer provided $10,000
benefit for life
• Employer provided $10,000
benefit for accidental death and
dismemberment
Employer provided benefit of one times annual salary
Voluntary Life &
Accidental Death &
Dismemberment
Employee paid options are available for
employee, spouse/domestic partner, and
children
Employee paid options are available for employee,
spouse/domestic partner, and children
Dependent Care
Flex Spending
Account
Employee funded account for dependent
care expenses
Employee funded account for dependent care
expenses
401K Retirement • Employees are eligible to take
part after 30 days of employment
• Employees are eligible to take part after 30
days of employment
• After 1 year of employment, employer will
match 50% of your contributions up to 6%.
45 Benefit Option Full Time Hourly (may vary
based on union agreement) Salary
• After 1 year of employment,
employer will match 50% of your
contributions up to 6%.
• Employer contribution vesting
schedule is as follows:
o After 1 years of service33%
o After 2 years of service67%
o After 3 years of service100%
• Employer contribution vesting schedule is as
follows:
o After 1 years of service- 33%
o After 2 years of service- 67%
o After 3 years of service-100%
EMPLOYEE RECRUITING AND HIRING PROGRAM – HIRING TALENTED

EMPLOYEES
First Transit is more than just a provider of transit services; we’re a community resource. Our passengers rely on us to transport them safely to school, work, and to the many other destinations that are part of their daily lives. First Transit’s commitment to these passengers drives our approach to building our teams for each project; from operators to maintenance to management, every team member is selected not just for their job qualifications, but also for their aptitude for safety and customer service.

Our hiring approach allows us to provide the right team to serve the El Monte community while meeting El Monte’s service levels and performance expectations.

This approach begins with recruiting and follows a stringent process to ensure each candidate is the right fit for the role.

Lastly, our experience in the region suggests that competitive wages will be a key component to not only hiring but also retaining a strong, reliable workforce. Taking into consideration Los Angeles County’s living wage ordinance and the starting wages of our neighboring operations, our operator starting wage will be $19.00 per hour. We are confident that we will compete successfully in a challenging labor market.

EFFECTIVE RECRUITING
Our commitment to the community we serve extends to our recruiting efforts. We prioritize hiring qualified candidates with local knowledge – which requires recruiting for candidates within the local service area. We first focus our recruiting on hiring from the incumbent provider’s team, then expand our search to the local community to fill any vacant positions prior to contract start.

First Transit recognizes that ongoing recruiting throughout the contract term is necessary to maintain service quality and reliability. We ensure we have a pool of qualified candidates ready for hiring when a position becomes available. First Transit is in the business of transporting people—individuals and families who trust us to provide a safe, friendly experience every time they ride the services we operate. However, our operators and staff not only represent First Transit; they also represent the City of El Monte.

For this reason, all First Transit employees are expected to share our commitment to safety, reliability, and customer service.

Our stringent operator and staff selection process—from interview, to training, to being released into service—is designed to ensure every candidate is the right fit for First Transit and City of El Monte. Our past experience finding and developing talent within the El monte region will help ease the transition from one contractor to another. Across the multiple contracts that we service for our current El Monte facility, we have maintained a 95% position fulfillment rate for all key personnel.

The foundation of our recruiting success is a robust recruitment plan that leverages local resources with best practices, described in the following sections.
46 TALENT ACQUISITION TEAM
First Transit’s local managers are tasked with understanding their workforce needs. This includes identifying retention trends, seasonal staffing fluctuations, local job market, and other factors that impact workforce stability.

To help our managers balance this task with maintaining high-quality service, First Transit provides unparalleled recruitment support through our Talent Acquisition Team. This team of specialists handles the following functions:
• Posting all job openings to our applicant tracking system, eArcu • Managing online job boards
• Supporting hiring events, which includes producing promotional pieces, modifying advertising copy, providing giveaways, and verifying labor law and equal opportunity employer compliance • Monitoring submissions and ensuring applicants are contacted by locations within 48 hours • Assisting applicants through the process as needed
The talent acquisition team manages the process in coordination with the local team and regional human resources support.

Centralizing a part of the process allows managers to focus on local recruitment channels and contacts within the community.

RECRUITING TOOLS

APPLICANT TRACKING SYSTEM
First Transit’s Talent Acquisition Team uses eArcu, an online recruiting tool and applicant tracking system. eArcu enables a streamlined, automated, full-cycle recruitment process, including monitoring vacancies, and sourcing, interviewing, and placing candidates. This tool also creates thorough records of each candidate’s journey through the hiring process.

Further, eArcu maximizes our return on investment for advertising endeavors, advertises job postings automatically, and collects valuable data about the individuals we hire and those who show an interest in our company.

Our responsiveness to candidates seeking employment at First Transit is critical to hiring success. Tools within the tracking system let applicants know where they are in the process, and they enable our teams to keep the process moving before a great candidate is lost. eArcu sends notifications to candidates and allows them to select an interview date/time. The Talent Acquisition Team can monitor the process and keep track of communication with candidates. eArcu also supports effective recruiting strategy. First Transit’s talent acquisition specialists can research where our hires are coming from, allowing First Transit to direct recruitment efforts appropriately. The system also generates a series of reports to assess the efficiency of our process.

PROGRAMMATIC ADVERTISING
Alongside eArcu, First Transit has incorporated Programmatic Advertising, an automated job placement software, to ensure the best visibility from our advertising efforts. The Programmatic Advertising platform enables us to post positions on various job boards based on jobseeker traffic. This tool helps us focus our advertising efforts where they will get the most attention – leading to results.

LOCAL OPERATOR RECRUITMENT ACTION PLAN
First Transit knows the value of employees who are familiar with the service area. We will first aim to hire employees from the City’s current service provider, which allows First Transit to retain these employees’ valuable knowledge of the City of El Monte transit services and the local service area.

For any vacant positions, we will recruit from within the community.

To this end, First Transit’s start-up process includes the formation of a local operator recruitment team. During this period, we also create or update the operation’s recruitment action plan for the year. The action plan is led by our general manager, who will implement the plan and track the status of goals, tasks, and events. This plan is supported by a specialist from First Transit’s Talent Acquisition Team.

Local outreach efforts include:
47 • Social media, job posting sites
• Newspapers, community newsletters or bulletins, radio, or TV • Billboards, sandwich boards, yard signs, signs posted on First Transit building or in the bus yard • Letters or postcards mailed to local residents
• Job fairs (on-site, local, regional), local events, like flea markets, parades, farmer’s markets, sporting events • Employment agencies, local technical/vocational schools, local businesses • Operators and staff spread the word about employment opportunities First Transit also works with numerous organizations to find effective ways and best practices to recruit operators and technicians. These include local and state employment agencies, workforce development agencies, multi-cultural organizations, Veterans Affairs, and military outplacement programs. Among these types of partnership is our work with RecruitMilitary, a military-to-civilian recruitment firm, to maximize employment opportunities for active military and veterans.

COMMITMENT TO DIVERSITY

MAXIMIZING OPPORTUNITIES FOR MINORITIES AND WOMEN
It is in the best interest of our company, employees, and clients to attract, retain and develop a diverse pool of talent that represents the communities we serve. An inclusive workplace allows employees to reach their fullest potential, which contributes to our overall productivity and profitability.

First Transit is proud of its team diversity across the nation. Nearly a quarter of our employees are African American, more than twice the U.S. workforce average of 12%. A significant percentage of our workforce also comprises Hispanic, Asian, Pacific Islander, and other minority groups. Locally our El Monte team equally represents the region that it services. With 87 percent of our current staff self-identifying as Hispanic or Latino, we are addressing barriers head-on in an attempt to ease travel for those who need it most. According to the 2018 M&A study, more than two-thirds (71.8 percent) of respondents reported speaking Spanish at home, while just under half (47.6 percent) indicated speaking English at home. We acknowledge that language can be a huge barrier for those trying to travel via public transit and believe that by hiring employees with representative language and ethnic backgrounds as our passengers, we can provide services that help remove some barriers that affect public transit.

We are also proud of our female workforce. While First Transit continues to strengthen our hiring of female employees nationally, our corporate team boasts a number of women who are experts in their field. For example, our company thrives under the experienced leadership of Chief Operating Officer Beverly Edwards, an executive with nearly 40 years of transit expertise.

FIRST TRANSIT DIVERSITY, INCLUSION, AND BELONGING COUNCIL First Transit created the Diversity, Inclusion, and Belonging Council in response to growing nationwide concerns about equality. The council includes 28 employees from various departments and locations across First Transit and its sister companies First Student and First Vehicle Services.

The Council focuses on cultivating an environment where diversity is valued, both in our workforce and our passenger base.

The Council meets monthly to discuss ways to advance our diversity, inclusion, and belonging strategy. This Council further equips First Transit leaders and their teams with the tools required for successfully creating and sustaining an inclusive and welcoming culture at First Transit.

ENSURING THE RIGHT FIT
All First Transit employees are expected to share our commitment to safety, reliability, and customer service. Our stringent operator and staff selection process – from interview to training to being released into service – is designed to ensure every candidate is the right fit for First Transit and the City of El Monte.

INTERVIEWS
After reviewing applications, First Transit invites prospective operators to an interview. We have developed an Operator Interview Guide based on hundreds of thousands of interviews we have conducted companywide. This guide helps us 48 consistently screen and select individuals for the characteristics needed to become successful operators. These include relevancy of experience, aptitude for safety and customer service, response to stress, and schedule suitability.

Following a successful interview, the location manager will extend an offer letter to the prospective operator. Upon candidate acceptance, internal First Transit staff will begin the background screening process.

BACKGROUND SCREENING

SCREENING TYPES
First Transit takes the obligation to perform careful background checks very seriously. In ensuring applicants are right for employment, First Transit runs an array of background checks, including prior employment, criminal record, and driving record. The candidate must also pass a physical health screen and drug/alcohol screen pursuant to FTA and DOT requirements.

Each applicant must sign a statement of release, allowing First Transit to perform background screens. A third-party administrator, First Advantage, conducts our background checks.

All employees undergo background checks on a bi-annual basis, or an as-needed basis as determined by the City of El Monte.

Repeated background evaluations allow First Transit and the City of El Monte to ensure quality operators and staff for our customers.

SCREENING REVIEWS
First Transit’s internal Employment Standards Team (EST) collaborates with First Advantage to conduct primary reviews of all background criminal records, motor vehicle records, previous employment records, and drug screenings. This review focuses on potentially disqualifying events, incidents, or discrepancies. The EST ensures that all hiring practices follow Fair Credit Reporting Act (FCRA) regulations and Ban the Box ordinances. All backgrounds are held to the standards of First Transit and the City of El Monte as well as all applicable federal and local laws.

The EST will notify the location via email if an applicant is ineligible for employment due to adverse information found on the record check. The EST sends a letter to the applicant letting them know of their ineligibility and providing them with the information needed for an appeal.

An Appeals Committee meets to discuss every appeal concurrent with a review of First Transit and the City of El Monte’s standards. Decisions are made on a case-by-case basis.

DRUG AND ALCOHOL TESTING PROGRAM
Because we are trusted with the safety of our passengers and the community at large, we have adopted a drug and alcohol policy designed to:
• Create a work environment free from the adverse effects of drug and alcohol abuse • Deter and detect employee abuse of illegal drugs and alcohol • Prohibit the unlawful manufacture, distribution, dispensing, possession, or use of controlled substances • Encourage employees to seek professional help when personal issues, including drug or alcohol dependency, may affect their ability to safely perform their assigned duties First Transit has a strict zero-tolerance policy about drug and alcohol abuse. Resources are available to any employee who seeks help or rehabilitation for substance abuse. Our formal Drug and Alcohol Policy has been included as an attachment to this proposal.

DRUG TESTING TYPES
We use only authorized independent facilities to conduct our drug and alcohol testing. First Transit follows all FTA regulations as defined by 49 CFR Part 40 and 49 CFR Part 655. Safety-sensitive employees will be tested for the presence of illegal drugs under the following circumstances:
• Pre-employmentReturn to work after an absence of 90 days or more • Random testing
• Reasonable suspicion
49 • Post-accident

CONSEQUENCES FOR POSITIVE RESULTS
First Transit takes very seriously any infractions involving positive test results, as detailed below. An employee who tests positive for drugs or alcohol is subject to termination. The employee is then referred to a substance abuse professional for help.

Any employee who refuses to submit to a drug or alcohol test is considered to have tested positive and will be subject to immediate termination, unless otherwise dictated by state law.

VOLUNTARY EMPLOYEE ASSISTANCE PROGRAM
We recognize alcohol and drug abuse as a treatable disease and encourage our employees to seek professional treatment, if applicable. We tell any employee seeking help of the resources available for evaluating and resolving problems associated with prohibited drug use and alcohol misuse.

We encourage our employees to participate in our company-sponsored employee assistance program (EAP). The EAP includes a counseling and referral program and a substance abuse rehabilitation program.

PROBATIONARY PERIODS
Each new employee is subject to a 90-day probationary period. As part of this probation, First Transit conducts new operator performance evaluations every 30, 60, and 90 days following training. Frequent evaluations and follow-up when operators are in the early phases of their employment are critical to solidifying good driving practices and decision-making, shaping our employees in their new role. Training managers can determine if more frequent evaluations are appropriate.

EMPLOYEE RETENTION

TRANSITIONING EXISTING EMPLOYEES
We recognize that our best resources at any new location are the employees already proudly working there. The transition of these employees enhances our ability to provide a seamless transition and an experienced workforce. First Transit’s intent is to retain as many qualified and eligible employees as are interested in remaining with the City of El Monte project.

PROACTIVE COMMUNICATION
Communication with the existing workforce is the first and most critical step in our retention process. Early and consistent outreach minimizes these employees’ uncertainty, establishes trust, and provides a clear path forward with First Transit.

Communication with the incumbent workforce is a critical aspect of retaining current employees and easing their transition to First Transit. Our communication efforts include:
• Holding “Meet and Greets” with our management team, allowing employees transitioning to First Transit’s service to learn from their experiences and ask questions
• Having members of First Transit’s region, corporate, human resources and labor support teams on site to answer questions about First Transit, the wage and benefit packages, and procedures for making the transition to First Transit • Sending “Welcome to First Transit!” postcards to employees to introduce First Transit and emphasize our excitement about working with them in the next term of the City’s transit services • Distributing hiring packets to employees and posting reminders at the facility with reminders for corresponding due dates

APPLICATION AND INTERVIEW PROCESS
First Transit requires all employees making the transition to submit applications and complete the screening process. This allows us to start employee files and become familiar with each potential team member. Upon a successful completion of the application process, interview, background check, and drug and alcohol tests, existing employees will be offered employment with First Transit.
50 HONORING EMPLOYEE SENIORITY
First Transit understands that the City of El Monte’s service has not unionized, however should the City have any kind of seniority system in place, we will be happy to recognize it. First Transit values all of the existing employees, and we especially understand the value of employees who have been with the El Monte transit services for many years. These employees provide valuable, historical knowledge of the service and are often considered leaders by other employees. First Transit honors seniority wages and benefits for incumbent vehicle operators to show our appreciation and respect for their knowledge of the El Monte transit services.

ONBOARDING SUPPORT
First Transit’s corporate staff, including our region human resource director, will lead the effort to hire and recruit existing and new employees. Our Human Resources and Labor Relations team will work closely with our local management team to complete the following primary tasks:
• Scheduling orientation meetings with the transitioning employees • Administrative tasks such as creating new-hire packets and creating files on the transitioning employees • Recruiting, interviewing, and hiring new employees
• Ensuring benefits plans are in place and available
• Performing background checks
• Drug and alcohol testing and compliance

ONGOING RETENTION EFFORTS
Throughout the contract term, First Transit makes every effort to retain its valuable team members. Between training costs and lack of experience with the service, hiring new operators is more costly than keeping an experienced workforce. Existing employees have the benefit of understanding the nuances of the service area, its geography, traffic patterns, challenges, and so on. They also understand their passengers’ and El Monte’s expectations.

Retaining quality employees also supports the safety of our operation. Experienced employees are aware of potential hazards and are less likely to be in an accident than a recent hire. While our comprehensive operator training program is effective at preparing our operators for safe service, no amount of new hire training can compare to years of on-the-job experience.

First Transit recognizes the value of a robust retention plan to ensure workforce stability.

EMPLOYEE ENGAGEMENT AND APPRECIATION
First Transit works with our managers in the area of employee engagement and appreciation, which is critical to retaining quality employees. Each location creates a customized engagement plan to show our employees that they are valued. Examples of activities our local management teams provide include:
• Appreciation events and gestures including family days and employee picnics • Safety pep rallies to celebrate achievements in safety and motivate our employees to provide the safest service possible
• Public recognition of operators who maintain perfect attendance and safety records, which encourages similar behaviors throughout the operation
• Employee of the Month awards from among our operations staff, including public recognition and other rewards, such as a designated parking spot for the month
• Holding drawings for prizes, such as gift cards, for operators with perfect safety and attendance records in a given month

RESOURCES FOR EMPLOYEE WELLBEING
The mental wellbeing of our employees has never been more critical to our shared success. To protect our employees’ dignity and give them the respect they deserve, First Transit has created the You First program to create a workplace of positive mental health and well-being. One of these resources is the Employee Assistance Program, a free and confidential 51 helpline to reduce stress, improve mental health, and empower our employees and managers to improve their emotional, psychological, and social well-being.

This service is available for all employees – not just those participating in a First Transit health insurance plan.

OPPORTUNITIES FOR ADVANCEMENT AND PROFESSIONAL DEVELOPMENT First Transit understands the value of promoting existing employees when positions become available. A “promoting from within” approach benefits employees who show potential and initiative while also benefitting the City of El Monte transit operation by allowing us to retain these employees’ knowledge of the service. This approach also allows our workers to understand their own value and contribution to our company’s goals. At many of our operations, our supervisors and managers began their careers as vehicle operators and advanced to their current roles within First Transit.

To support our employees’ opportunities for professional growth, First Transit has created a database of courses available to all First Transit Employees. First America University is an extensive library comprising more than 4,000 classes designed to hone and improve our team’s skills, including classes specifically designed for First Transit employees.

STAFFING LEVELS
Provide a comprehensive list of all positions (as Full-Time Equivalent figures) and a brief description of the job assignments. Include every position to be provided within your proposal.

First Transit is dedicated to safe, punctual, courteous, and professional transit services for the City of El Monte, which is why we take care to ensure that we build the best teams possible. For a comprehensive list of all positions proposed in full-time equivalent figures, as well as a brief description of the job assignments, please refer to the Proposed Management and Staffing Structure section of the Proposed Personnel and Management Plan of this proposal.

MAINTENANCE PROGRAM/STRATEGY
In this section Proposers should discuss their maintenance program and strategy including:
• Responding to road calls;
• Warranty coverage/inventory management;
• Recruitment of vehicle maintenance staff; and
• Vehicle maintenance hours of operation throughout Agreement Term.

FIRST TRANSIT’S COMPREHENSIVE MAINTENANCE PLAN
PROTECTING THE CITY’S INVESTMENT AND ENSURING FLEET RELIABILITY Throughout First Transit’s more than six decades of experience in the industry, we have earned a reputation for high-quality vehicle maintenance. We have successfully maintained a broad range of vehicle types, which has formed the foundation for a solid maintenance approach. This approach incorporates innovative solutions to maximize efficiency and accuracy – assuring the City of El Monte of a safe, reliable fleet your passengers can trust.

Please refer to our Recruiting and Hiring Program section found earlier in this proposal for our process on selecting staff for the El Monte transit services including technician staff.
52 Our successful maintenance program increases miles between road calls on First Transit-maintained fleets with a commitment to strive for 100% compliance with all preventive maintenance. With our comprehensive program, most of the maintenance performed is scheduled work, which reduces vehicle downtime and results in reduced costs to our clients. This preventive approach protects your investment by extending the useful life of your fleets.

Across North America, First Transit (inclusive of our First Vehicle Services division) is responsible for the safe operation and maintenance of nearly 50,000 vehicles. Our maintenance experience spans a variety of vehicle and fuel types, including sedans, cutaways, transit buses, coaches, and articulated vehicles.

First Transit’s comprehensive and effective maintenance plan includes:

Keys to Maintenance Excellence
Area of Focus Approach
Rigorous Preventive
Maintenance
Inspections
First Transit’s FirstBase Maintenance Information System schedules preventive maintenance for each vehicle. the City of El Monte will have access to this system for complete transparency of our maintenance program.

Results-Driven
Management
Our Maintenance Manager, Ben Casillas, will ensure an effective and efficient maintenance program for El Monte. He is supported by region and corporate experts in vehicle maintenance Effective
Communication
Our Paperless Shops will streamline communication within the maintenance department. Tablets provide mechanics with essential information at their fingertips, such as vehicle specifications, work history, manuals, etc.

ASE Blue Seal Shop
Certification
First Transit and sister companies, First Student and First Vehicle Services, have 145 ASE Blue Seal of Excellence Certified Shops, more than all our competitors combined. We will achieve ASE Blue Seal Recognition within 18 months of contract start.

ASE Blue Seal
Technician
Per the RFP, our technician will fulfill the ASE Master requirements. Below are a few of the steps of our commitment to meeting this requirement.
 Manager or technicians would be registered for ASEs, with First Transit paying for registrations and testing fees
 All technicians and managers will be set up with our Delmar \ Cengage ASE training programs. Personal will receive logins and testing modules to increase their success of passing ASE certifications.
 Once all the Delmar training has been completed. The ASE test dates are set up and the maintenance personal will go to the ASE location to complete all testing.  75% of maintenance personal must have an ASE certification in order to be eligible for Blue Seal Recognition.
 First Transit enforces that ALL technicians get the ASE brake certifications  ASE For HVAC will be made a priority to ensure all contractual requirements are met.

Lean Shop
Recognition
Lean Maintenance Practices and 5S Processes are methods to improve overall effectiveness and reduce costs by targeting strategic maintenance areas. We are pleased to note that our El Monte facility is a Bronze Lean shop.

Road Call
Management
First Transit sends a trained technician when a vehicle experiences any type of service failure. Our priority is returning safe service to any impacted passengers. 53 Keys to Maintenance Excellence
Area of Focus Approach
Comprehensive
Skills Assessments
& Custom Training
Each technician has a customized training program developed by Cengage. First Transit places an emphasis on technicians becoming ASE certified. We pay for our technicians’ training and testing and compensate them with hourly bonuses for certification. This customized training ensures that the maintenance staff can troubleshoot effectively, and it increases productivity because they make repairs right the first time.

PREVENTIVE MAINTENANCE PROGRAM
The backbone of First Transit’s fixed route maintenance operation is our strong Preventive Maintenance (PM) program. Proper PM will protect the City’s capital investment in the fleet, keep the available fleet operational, and provide a prominent level of safe, reliable transportation to our passengers.

To ensure accurate and reliable data, we use:
• FirstBase equipment management system that enhances equipment management capability. FirstBase is a system focused on properly structured information to improve the quality and productivity of equipment services. • Tablets equipped with our Paperless Shop program, allowing technicians to access a vehicle’s history, updated maintenance procedures, and all required forms at their fingertips.

PREVENTIVE MAINTENANCE INSPECTION
Every First Transit vehicle undergoes thorough PM inspections to be in top condition. Routine inspections and necessary repairs follow all OEM specifications.

We categorize PM inspections into three designations: A, B, and C inspections. Our intervals and procedures for the El Monte service follow:

FIXED ROUTE FLEET

DAR/PARATRANSIT ROUTE FLEET
A- 6000mi
•Engine services, including engine
oil filter change, and
comprehensive vehicle inspection
B- 24,000mi
•A-inspection plus transmission fluid
changes and other checks
C- 48,000mi
•A & B inspections plus a
comprehensive vehicle inspection
of all systems, including wheelchair
lifts, A/C system, and a fire risk
assessment
A- 4000mi
•Engine services, including engine
oil filter change, and
comprehensive vehicle inspection
B- 24,000mi
•A-inspection plus transmission fluid
changes and other checks
C- 48,000mi
•A & B inspections plus a
comprehensive vehicle inspection
of all systems, including wheelchair
lifts, A/C system, and a fire risk
assessment
54 THE PREVENTIVE MAINTENANCE PROCESS
First Transit encourages all employees who have contact with vehicles to be a part of our preventive maintenance process.

Utility workers, and other workers who have daily contact with vehicles, check for any potential maintenance needs. By finding issues during service inspections, First Transit ends last-minute repairs that can result in service delays.

PM TASKS
Our technicians ensure all systems are in safe operating condition before a vehicle enters service. The PM process includes, but is not limited to, inspecting any necessary repairs to the following systems:
• Air Conditioning and Heating: The entire system undergoes detailed inspection and cleaning to ensure performance prior to peak air conditioning and heating seasons. We follow all applicable regulations, including those outlined in the Clean Air Act of 1990.
• Brake Systems: Any defects or other safety-related system issues are corrected with OEM quality parts, or approved equivalent parts, and tested prior to service.
• Tires: We only use branded tires (Michelin, Bridgestone, and Bandag) on our vehicles. The PM process for tires includes (as necessary): tire mounting and dismounting, wheel inspection, wheel and tire installation, in-shop tire and wheel installation, and tire tread depth inspections.
• Wheelchair Ramps and Lifts: Technicians lube the lift and perform a comprehensive inspection of the entire system, including the platform, sensors, barrier, securement devices, and controls. Technicians also pay attention for structural deficiencies and hydraulic leaks. Operators cycle all lifts and ramps daily before vehicles enter service. • Fluid Replacement and Lubrication: We perform all lubrication, oil, and filter change intervals per OEM and City specifications. Additionally, we regularly check engine oil, transmission fluid, coolant, and differential fluid levels. • Communication Systems: We remove any unit not working from service at once. We repair defective units under warranty by a manufacturer-approved shop to adhere to warranty requirements. Qualified vendors or employees repair items no longer under the manufacturer’s warranty.

After the PM inspection is complete specialized technicians receive assignments for any necessary follow up repairs. Vehicles return to revenue service after a technician completes all follow up repairs.

PAPERLESS SHOP
First Transit offers an innovative approach to the typical maintenance workflow through our Paperless Shops initiative. In a typical shop, a paperwork order is on average touched 10 times before maintenance resolves the issue. Our paperless shops streamline the process by offering all forms, work orders, and tasks via tablets. • Employees can document preventive maintenance inspections and record maintenance functions and work orders from anywhere in the shop on tablets.
• Tablet usage facilitates correct documentation by storing the data directly into FirstBase. This is a quicker way to fill out forms and ensure the accuracy of information for future repairs and client reporting. • Employees complete all follow-up work orders from the tablet, ending the need for extra forms and processing time. • Parts are pre-assigned to jobs and technicians can easily sign out parts on the tablets. This helps inventory control and creates a seamless process for inspections and repairs. • Supervisors plan their work based on KPI data loaded onto the tablets from FirstBase, showing them average work time, the number of vehicles out of service or awaiting parts, and other key factors for daily scheduling. • Technicians get tasks assigned via tablets. By reviewing their days’ work assignments on the devices, technicians are able to check-in for the day and easily see schedule changes as they occur in real time. • Technicians log into specific jobs and log out when finished, giving exact time logging for each task. 55 TECHNICAL ASSISTANCE CENTER
First Transit knows that the City of El Monte’s fleet is your most valuable asset, which is why we invest in our technicians to ensure they have the best education, training, and tools available. We understand that sometimes even the most experienced technicians need help with a repair or advice on a reoccurring issue. Identifying this need has resulted in the creation of the Technical Assistance Center (TAC), a resource for technicians to share best practices and receive expert advice.

One of the biggest frustrations for technicians is not knowing where they can find service, diagnostic, and troubleshooting information, which is usually scattered across various OEM and vendor websites. We have taken all the vehicle information and best practices from the OEM and vendor resources and put them together in one centralized location, the TAC. The TAC Supervisor is an ASE Master Certified Technician in multiple areas and possesses the thorough knowledge necessary to assist City technicians in making challenging repairs and finding solutions to ongoing issues. The TAC Supervisor uses service requests to monitor vehicle and fleet trends, which is helpful in future predictive analytics and scheduling preventive maintenance for the City fleet.

When a technician is working on a vehicle and requires further assistance to diagnose issues or complete the repair, he or she can request help by creating a work order, following the procedures outlined below. This seamless communication between technicians and the TAC takes place via our Paperless Shops technology.

DRIVER VEHICLE CONDITION REPORT
The daily vehicle inspections conducted by our operators are critical to achieving and maintaining First Transit and the City of El Monte’s standards of excellence. We emphasize the importance of the operator’s role within the maintenance process in operator training and refresher courses. The operator’s responsibilities include:
• The pre-trip inspection and the legal requirement to complete the daily vehicle inspection accurately. • The documentation of any abnormal noise, vibration, or smell during operation recorded in the driver’s report. • The post-trip inspection completed as the operator shuts down the unit and does a final interior and exterior inspection.

If a vehicle fails its pre-trip inspection, then maintenance staff will come assess the vehicle prior to pull-out. Maintenance will notify dispatch if the repair will take longer than a few minutes, and a pre-tripped bus will go into service. Operators are responsible for reporting all lift malfunctions. Vehicles with inoperable lifts are not placed into revenue service. These units will not re-enter service until every ADA defect has been repaired and signed off by the supervisor. • The technician reaches a point where assistance is required and submits a work order through our Paperless Shops technology, and an email notification is sent to the Maintenance Manager and the TAC Supervisor. • The TAC Supervisor now has access to the vehicle's information, maintenance history, configuration, etc. This allows the TAC Supervisor to understand vehicle maintenance hisory. • The TAC Supervisor calls the technician and begins to provide assistance on the repair. Technology allows the TAC Supevisor to remote into the technician's tablet.
• The TAC Supervisor's remote access allows them to control the camera so the technician and the TAC Supervisor can look at the problem together to come up with a diagnostic solution.

KEY BENEFITS
 Reduced vehicle downtime
 Reduced labor costs
 Additional resources for
technicians
56 PREDICTIVE ANALYTICS USING GEOTAB TECHNOLOGY
The First Transit-provided Geotab GPS vehicle tracking and telematics start recording as soon as the vehicle is in motion, even if the vehicle is parked indoors or underground. Geotab excels in areas of speed, accuracy, and cost effectiveness and allows us to customize the platform for transit services. Geotab services can impact service quality and increase efficiency in fuel tracking, vehicle inspections, electronic logging/fault codes, speed data, and operator behavior.

First Transit will use Geotab for telematics to capture the engine diagnostics codes. This information from the vehicle’s J1939 data port is uploaded to our data analytics software. The software has a customized "engine" to sort through all this data and upload into our FirstBase Software weekly report. The report will be used to generate work orders as needed for the maintenance shop supervisory staff to review and assign for repair.

The work orders have detailed information about the potential issue(s) likely to occur. These work orders also provide probable causes for the error and any action-based information regarding the data seen on the vehicle's J1939 network and originally uploaded.

The technician can now review the work orders and, in most cases, use their diagnostic software to verify the issue(s) before following up with corrective actions. This guides the technician to the most apparent cause of the code, to make repairs correctly the first time.

This process will be monitored by the local team, as well as the Region/Corporate Maintenance Support team.

MANAGEMENT OF THE MAINTENANCE PROCESS

RIGHT PEOPLE
With more than 65 years of industry leading experience, First Transit employs tried and true practices for our maintenance program. However, we realize that none of these approaches or tools matter without the right team to implement them. Our maintenance staff of technicians, supervisors, and utility works will have a strong leader in our Maintenance Manager, Ben Casillas. He will work handle the operations in maintenance as well as uphold \the City’s goals and expectations.

He will work with Cengage in creating a customized training program for each of the technicians, ensuring that they are getting the best training possible. This leads to technicians getting repairs right the first time, and helps them become ASE Certified – a designation we take seriously.

Ben will have the support of an experienced regional management team that provides direct support to the location, as well as support from corporate staffing. Our recruiting team only seeks out and helps hire the most qualified candidates, ensuring that the City receives only the best from First Transit’s local team. We are ready to provide industry-leading maintenance service to the City’s existing fleet of vehicles.

FIRSTBASE, POWERED BY INFOR
FirstBase Maintenance Information System (FirstBase) is our software platform for vehicle maintenance files, reporting, and task supervision using our Paperless Shop system. A transitspecific software designed for the unique requirements of a bus fleet, FirstBase captures and supplies critical data to support day-to-day management decisions. This gives our maintenance team the information needed to keep each City vehicle in “like new” condition.

FirstBase is a flexible system that simultaneously tracks and monitors the following maintenance activities:
57 FirstBase
Component Description Benefits
Task Scheduling
Schedule PM automatically, based on processes
defined for vehicle classes or individual units.

Separate tasks by priority, such as critical work
orders and routine tasks.

Reduces vehicle downtime by regularly scheduled
PM and making allowances for unplanned repairs.

Fuel Management
Integrates with leading fuel-management systems
to report onsite fuel inventory, support data for offsite fuel purchases, and manage the use of fuel on revenue versus non-revenue vehicles.

Effective fuel management means cost savings.

Warranty & Road
Call Management
Track warranties, recall campaigns, and related
data. Users can query the database by VIN for
affected units by specific road calls and issue
work orders.

The system allows flexibility in management of
warranty data.

Parts Inventory
FirstBase includes comprehensive parts inventory
data management that supports purchasing,
inventory tracking, and transfer, location-level
data, and similar information.

Automated parts ordering and requisition saves
money and time.

Fleet Performance
Reporting
FirstBase can generate real-time, on-screen
reports in several industry-standard categories.

Reports track costs per vehicle, operator, location,
and equipment type.

This is an essential tool for planning vehicle
lifecycle optimization and replacement timelines.

Benchmarking
At the close of every month, the maintenance
department reports on more than 30 performance
statistics.

Monthly comparisons between locations help find
trends in maintenance and prevent vehicle
downtimes and unscheduled maintenance cost.

We implement FirstBase in all our maintenance shops to allow our region and corporate teams to develop trend analysis reports across similar contracts and vehicle types. FirstBase works together with our Paperless Shops platform, providing a state-ofthe-art MIS system at our maintenance team’s fingertips. Using FirstBase, Ben Casillas will review monthly reports to compare statistics between First Transit locations and find any recurring maintenance trends.

MAINTENANCE PLANNING/SCHEDULING
First Transit uses maintenance planning tools to set efficient schedules and monitor technicians’ time. Supervisors plan weekly schedules based on vehicles scheduled for maintenance and an analysis of vehicles needing other repairs. Our technology allows for alterations on a shift-by-shift basis to account for changes in the schedule. For the City of El Monte, we would like to propose vehicle maintenance hours of operation from 4:30 A.M. to 12:00 A.M. every day of the week, the current standard for our El Monte location.

The following chart outlines the tools First Transit uses to plan effective maintenance schedules:

Software Maintenance Planning Function
FirstBase
Maintenance Software
Schedules PM inspections automatically, based on processes defined for vehicle classes or individual units
Generates reports that document equipment due for PM and sort it by company, region, department, or location
Paperless Shops
Gives supervisors real-time information on the number of vehicles in the shop, vehicles waiting for parts, and vehicles due for maintenance
Allows supervisors to assign tasks onto technicians’ tablets and make changes easily to daily schedules
Offers an effortless process for technicians to set up follow up repair notices via tablets 58 INVENTORY CONTROL
First Transit meets our commitment to exceed your standards for on-time performance and productivity by ensuring the El Monte fleet is safe and ready for service each day. Having the right parts for preventive maintenance and unscheduled repairs is a critical part of our business operations, and our operation at El Monte dedicates 2,500 square feet of space for maintenance and parts inventory. We use our FirstBase to watch inventory levels and ensure the right parts are available to keep fleets moving.

We follow these principles to manage our parts inventory most efficiently:
• Use OEM parts, or approved equivalents
• Proactive management of stocking levels
• Organized parts storage
• Data-driven decisions

METHOD OF CONTROL
Our use of FirstBase software allows us to accurately manage our inventory levels, and proactively manage parts inventory. We enter every part we have into FirstBase with a preferred vendor, a backup vendor, alternative part numbers, reorder points, and restocking levels. All parts receive a label for the corresponding part and bin, to ensure organization and accuracy in our parts room. Maintenance staff stores parts in bins and arrange the bins to the code order of our vehicle maintenance repair system.

Within FirstBase, we set up minimum and maximum inventory levels and choose a preferred vendor. A few times per week, our manager will run a requisition function in FirstBase for any part in the inventory that has fallen below the set minimum. FirstBase will order the amount from the preferred vendor to bring the inventory to the maximum level.

As an added method of control, our shops perform physical inventory four times a year, along with outside auditing firms certifying the physical counts at random. Maintenance staff will also perform cycle counts every week, counting a percentage of our inventory to verify quantities.

AIR CONDITIONING AND WHEELCHAIR LIFT PARTS AND MATERIALS As with scheduled and unscheduled repair items, our parts inventory in FirstBase accounts for keeping adequate levels of all parts. Given the critical nature of both the air conditioning and wheelchair lifts, we keep the most commonly used parts in stock, which are readily available for use.

WARRANTY PROGRAM
First Transit offers our clients quality control for parts warranties through FirstBase, which allows us to track warranties, recall campaigns, and related parts data. Accurately and efficiently managing warranty claims improves the overall financial performance of the company, which is one of the primary obligations we have to the City of El Monte. The process of a warranty claim in FirstBase is as follows:

A technician submits a claim in FirstBase, which cycles through the OEM or PARTS system.

The Warranty Center generates the claim and reviews the 110 and 160 claim statuses, proceeds to either “reimbursement” or “denied,” and updates the status in FirstBase.

FirstBase tracks the reimbursement (if applicable), and moves the claim to a “closed” status. This makes tracking and reporting warranty statuses easy.
59 Managing warranties and claims filed against those warranties is something we pursue with the help of our part manufacturers and vendors. We perform preventive maintenance and any unscheduled maintenance considering manufacturers’ specific requirements for vehicles and components under warranty.

FirstBase is a highly flexible program customizable for each maintenance location. We can track parts expenditures, labor rates, warranty information, and other maintenance and repair data, and report it back to management and the City of El Monte.

MAINTENANCE QUALITY ASSURANCE
First Transit’s quality assurance program in our maintenance shops increases fleet availability and reduces operational costs.

Our region and corporate maintenance support teams follow stringent quality assurance processes to protect your long-term investment in the fleet.

FLEET RE-INSPECTION
We require each location to audit, at a minimum, 5% of its total fleet every month.

The maintenance manager will then produce a report summarizing all collected data for each quality assurance inspection.

This monthly audit documents:
• Overall vehicle condition and trends
• Proper maintenance documentation
• Training or staffing requirements
The manager first audits the vehicle, using an extensive 40-point check sheet and a standard guide, and rates the vehicle based on the inspection. If the manager finds any items that need immediate attention, the vehicle will be out of service until a technician signs off on completed repairs.

Next, the manager audits driver inspection reports and PM inspections. The manager checks that all the defects found in the past 14 days were completed or scheduled, then verifies that all repairs have been signed off by a technician.

The last step is to review the vehicle’s past three PM inspections. Managers verify the timeliness of inspections and ensure that defects found underwent repairs.

Additionally, the audit highlights areas for technician training.

ANNUAL SHOP AUDITS
Our internal audit process ensures that each location follows all best practices, policies, and procedures. It also establishes a company-wide standardized benchmark for quality, competence, and consistency.

Our region staff conducts annual audits on individual locations, completing a thorough review of all aspects of the operation.

The audit includes:
• Inspection of 10% of the vehicles
• Review of warehousing efficiency, inventory, and stocking levels • Compliance with preventive maintenance policies and standard operating procedures • No deferred maintenance
After the audit, the region staff and maintenance manager develop a plan with actionable deadlines to correct any deficiencies.

Upon completion, the location is subject to a re-inspection to ensure quality maintenance operations.

FIRSTBASE AND KEY PERFORMANCE INDICATORS
FirstBase is a valuable tool for aiding with Key Performance Indicator (KPI) reporting to ensure the City fleet is well-maintained and, most of all, safe for your passengers. Our database allows for continuous trend analysis of target benchmarks for maintenance activities.

KPIs analyzed through FirstBase include:
60 • Data validation checks at data input
• Status reporting of work orders
• Delays and reasons for delays
• Tailored reporting and exception reports
• Preventive maintenance and parts inventory
• Technician productivity
• Vendors for outside repair
• Fuel and oil consumption and efficiency
• Overhead costs
• Training records

CUSTOMER FIRSTBASE
First Transit will provide the City of El Monte with a login to FirstBase to promote transparency in our operations. As your partner in operating these important transportation services, you have access to real-time information including:
• Key Performance Indicators
• Standard and custom reports
• Charts showing maintenance levels, times, and activities First Transit uses this information as an added level of quality control. We proactively support any audits the City wishes to administer using this information.

RESPONDING TO ROAD CALLS
First Transit has a well-earned reputation for maintenance excellence with our Preventive Maintenance program. However, we understand that mechanical failures do happen, no matter how hard we try to limit them. We commit to maintaining on-time performance and exceptional service every day. When vehicles experience mechanical failures, we react with a sense of urgency but never lose focus on the safety of our passengers, operators, and staff. Replacement vehicles help us resume normal route operations as soon as possible, while the regular vehicle is undergoing repairs.

First Transit’s operator and technician training programs create greater attention to detail during day-to-day operations. Our highly-trained operators are the first line of defense for limiting road calls. We often detect minor faults before they become expensive maintenance issues thorough pre-trip vehicle inspections, careful monitoring of bus performance during service, and final post-trip inspections.

First Transit technicians take the crucial step of attending trainings to perform preventive maintenance. First Transit does not defer maintenance – reducing operating costs and vehicle defects.

In case of a road call, the following procedures take place:
61 There are occasions when mechanical failures do not pose a safety risk to operators and passengers. In those situations, we do the following:
• The operator informs dispatch of the problem while continuing the route. • Dispatch arranges an exchange with a spare vehicle. First Transit schedules standby vehicles and strategically stages them throughout the service area as a contingency plan to minimize lost service

VEHICLE APPEARANCE
A dirty vehicle takes away from the positive image we want to convey to our passengers and the communities we serve. To preserve the favorable view of First Transit and El Monte, all vehicles operating in our fleet are cleaned daily by our Utility workers.

Our vehicles undergo these daily cleaning and washing procedures:
• Wash and scrub exterior
• Remove any graffiti and insect remains
• Dust interiors
• Remove all trash from inside vehicle
• Sweep floor to remove all dirt, paper, etc.
• Wipe clean all stanchions and grab bars
• Wipe clean dash
• Clean interior windows, as necessary
• Clean side panels, as needed
• Mop floor and step wells
• Repair or replace broken, cut, torn, or vandalized components 62 PRECAUTIONARY CLEANING MEASURES

CLEANING FREQUENCY
To keep our vehicles clean and sanitized, First Transit follows the CDC’s recommendations for cleaning both the hard and soft surfaces. We use EPA-approved cleaning products that are proven to kill viruses and other bacteria. Twice per quarter, we plan to have the City’s vehicles detailed by Twin Valet, one of our chosen DBE Vendors.

First Transit will work with the City of El Monte to enhance its existing cleaning schedule and checklist to ensure compliance with both state and local guidelines for cleaning procedures.

RECOGNIZING MAINTENANCE EXCELLENCE
First Transit takes immense pride in our industry-leading maintenance program. Our goal is to provide safe and reliable transportation services to all of the City of El Monte’s passengers. We strive to earn nation-wide maintenance recognition from these organizations to distinguish ourselves from our competitors.

ASE BLUE SEAL CERTIFICATION PROGRAM
In addition to having an ASE Master technician on staff, First Transit will also place a major emphasis on obtaining the ASE Blue Seal Recognition for our maintenance facility. First Transit has more ASE Blue Seal Recognized shops than all our competition combined. We have 145 ASE Blue Seal facilities throughout the Nation. Our El Monte operation will be next ASE Blue Seal Recognition.

We will achieve ASE Blue Seal status within 18 months of the contract start date for our maintenance facility.

This program recognizes that the technicians working in the ASE Blue Seal facility are trained properly and tested in their field.

To reach ASE Blue Seal recognition, the repair shop must have at least 75% of technicians ASE certified. Also, each area of service offered in the facility must have at least one ASE-certified technician.

KEY BENEFITS OF ASE BLUE SEAL FACILITIES:
• Safety and Quality – ASE Blue Seal Shops are equipped with the knowledge and training needed to diagnose problems precisely and accurately so both vehicles and equipment are maintained and repaired to the highest safety standards. ASE means that First Transit assures the City of El Monte that their fleet will experience fewer breakdowns and higher vehicle safety and availability – yielding increased customer satisfaction.

CDC-Approved Cleaning Measures
Hard Surfaces (non-porous)
Daily
Railings Doors Electronics
Non-covered
sections of
seats
Soft Surfaces
(porous)
Weekly
Seat
coverings Carpet
63 • Efficiency – ASE Blue Seal Shops perform preventive maintenance and repairs quickly, ensuring prompt delivery of vehicles and equipment for on-time service. First Transit technicians fix it right the first time.

ASE BONUS PROGRAM
Our employee incentive program promotes the development of our employees by rewarding those who achieve training milestones and keep their certifications current.

ASE BONUS COMPENSATION STRUCTURE
First Transit is committed to training and the ASE certification program. Our ASE incentive program is designed to increase technicians desire to obtain certification. Offering access to all ASE testing at no cost to the employee, there are two ways that employees can earn per hour bonuses on each hour they work. • While working to earn his/her first Master Technician Certification, the employee will receive a $.25 per hour bonus for each ASE test successfully completed.
• While working to earn his/her second Master Technician Certification, the employee will receive a $.10 per hour bonus for each ASE test successfully completed.
• Maintenance Managers earn a $2,000-dollar bonus for receiving the Blue Seal Certification. • All ASE certified technicians working at a location that receives the Blue Seal Certification will receive an additional $.25 per hour bonus.

LEAN MAINTENANCE PRACTICES AND 5S PROCESSES
Lean Maintenance Practices and 5S Processes are methods to improve our overall effectiveness by valuing organization and ending waste. Lean processes translate to reduction in maintenance costs by targeting strategic areas where maintenance has direct and indirect control, such as preventive maintenance, road call reduction, over time, and outside service costs.

Combined with Lean Practices, the 5S Process, (Sort, Straighten, Shine, Standardize & Sustain) is a workplace organization method that more effectively uses the space provided for maintenance and generates a culture that promotes safety, quality maintenance, minimal maintenance cost, and improved vehicle reliability. The 5S Process focuses on the work environment to prevent lost time from unnecessary movement due to placement of repair parts, tooling, or fixtures that may impede travel by technicians.

Local management and region teams oversee these processes so we can bring value to our clients through cost savings, improved fleet reliability, and improved customer satisfaction. We are pleased to note that our El Monte facility is a Bronze Lean shop. To recognize facilities that have achieved different levels of Lean Maintenance Practices and have complied with the 5s Processes, there are three levels of awards: Bronze, Silver, and Gold.

MAINTENANCE OF EQUIPMENT
Describe how vehicle maintenance will be performed at the Proposer’s facility during the first two years of the Contract. Outline which work will be in-house and which work will be performed in another manner. Provide descriptions for the type of equipment to be used for the maintenance.

Throughout more than six decades of experience in the industry, First Transit has earned a reputation for high-quality vehicle maintenance. We have successfully maintained a broad range of vehicle and equipment types, which has formed the foundation for a solid maintenance approach. This approach incorporates innovative solutions to maximize efficiency and accuracy – assuring the City of El Monte of a safe, reliable fleet your passengers can trust. For more information on our complete maintenance plan, please see this proposal’s Maintenance Program/ Strategy section.

With over 2,500 square feet of this location is dedicated to garage space, which houses all parts, tools, and supplies for our technicians to work in the facility’s two service bays. Our shop is fully stocked with the need equipment to maintain the city’s fleet. In addition to our existing maintenance equipment, we have added a drive on lift and wheel jack to our proposal specifically for the City of El Monte. First Transit takes pride in the industry-leading quality of maintenance that we provide.

Excluding such rare repairs that require complete overhauls of significant vehicle parts and may occasionally justify 64 subcontracting, such as rebuilding an engine or transmission, we plan for our technicians to take care of 100% of our maintenance tasks in-house.

MAINTENANCE PERSONNEL
Indicate the number of personnel dedicated to maintaining all vehicles. Indicate the total number of full-time employees by position. Provide information on employee classifications and minimum qualifications. Also provide resumes for any “lead mechanics” that will be in charge when the Maintenance Manager is not onsite.

Our El Monte location has four (4) mechanics, all of whom hold status as Level I Technicians and possess their ASE brake certifications. One of these, as well as one full-time Utility Worker, will be fully dedicated to El Monte. This distribution of work will provide more hours-of-service coverage for the City fleet, in order to keep it running at its best in through all possible fluctuations in service. In addition, we have an Assistant Maintenance Manager/ Lead Mechanic who will manage all aspects of the City’s vehicles in the event of our Maintenance Manager’s absence. Please see Pedro Velasco’s resume in the Attachments section of this proposal. attached.

PREVENTIVE MAINTENANCE PROGRAM
Present the preventive maintenance plan including inspection classes, specific actions, and intervals; daily work assignment plan; and the procedures to insure fleet readiness and reliability.

For more information on our Preventative Maintenance Program, please see the Preventative Maintenance Program section of this proposal’s Maintenance Program/ Strategy.

BACKUP TRANSIT BUS
Indicate make and model of backup transit bus, if any, Proposer proposes to use to ensure uninterrupted fixed route transit services while maintenance is performed on City vehicles. The City to approve proposed transit bus and verify insurance coverage prior to placement into service.

No “back-up” vehicle has been included in our proposal to support both of the City services. At current levels, First Transit believes that the City of El Monte has an adequate number of spare vehicles to meet the service needs.

FIXED ROUTE/DIAL-A-RIDE/PARATRANSIT OPERATION PLAN

OVERALL OPERATION PLAN
• Proposer shall provide a description of how its company proposes to provide the City’s Dial-A-Ride service.

Quality transportation is safe, efficient and reliable, when performed by employees who are well trained and customer focused. Throughout our daily operations for the City of El Monte, we will incorporate our proven approaches and solutions to implement the highest quality of service every day. Client and passenger satisfaction are the evaluators by which we will determine our success.

A well-trained and experienced workforce of customer-focused employees is the best tool First Transit can provide. However, we are excited to propose additional technology tools to exceed the City’s expectations. These tools better equip us to provide the highest level of quality transportation services possible for the City of El Monte operation. Our use of Passio and CTS software, for example, will streamline vehicle scheduling, dispatch, and trip reporting. These technologies are described in more detail in the Proposed Technology for the City of El Monte section of this proposal.
65 Our goal is to provide the highest level of service to the people of El Monte. We believe the best way to do that is to make a positive work environment for our employees through competitive wages and benefits, incentive programs, open communication, and a supportive management team. A dedicated, trained team of operators, supervisors, technicians, dispatchers, and administrators will lead to high-quality service for the City of El Monte.

While First Transit offers the security and resources of a large, global transportation company, we act locally as independent businesses, collaborating with communities, clients, customers, and staff to build relationships and to constantly improve your system. First Transit understands the pride and ownership you feel for the success of the fixed route and paratransit/DAR system. The City of El Monte can be confident of First Transit’s dedication to provide value-added transportation solutions while working to exceed quality and productivity goals and provide system-wide efficiencies.

ACHIEVING YOUR GOALS
First Transit has thoroughly reviewed the standards of performance outlined by the City of El Monte in your RFP. Our entire operation revolves around adhering to these standards in the provision of these important transportation services. First Transit has developed programs and practices to achieve important performance measures, including productivity, on-time performance, reliability, and customer service.

INCREASE RELIABILITY AND ON-TIME PERFORMANCE
We understand that nothing is more important to passenger satisfaction than on-time, reliable service delivery. Passengers need to know that they can rely on the City to get them to work, appointments and other responsibilities when they need to be there. Our action plans for service delivery for El Monte focus on increasing system reliability and on-time performance (OTP).

The City of El Monte’s passengers rely on these services to get them to work, school, entertainment, and sometimes important, potentially life-saving, appointments that they would otherwise not be able to get to. At First Transit, we understand the importance of providing reliable, on-time transportation services. Our commitment to provide reliable service is centered on the following approaches, best practices, and tools.
• First Transit will have management and/or supervisory resources in the yard during pullout to ensure on-time departure and provide immediate response to any potential issues. • We will also have several available “pre-tripped buses” at the location in case a bus fails its pre-trip Inspection during peak times, to keep the service on-time and improve on-time yard pull outs. • First Transit’s exemplary preventative maintenance program keeps El Monte vehicles on the road and in proper working condition, increasing OTP with vehicles ready for pull out. • Dispatch plays a significant role in OTP and productivity, ensuring prompt operator check-in, schedule changes, and monitoring road conditions. Dispatchers will remain in constant contact with both paratransit and fixed route operators, as well as all road supervisors in the field.
• Supervisors are empowered to discuss OTP by operator at the end of the service day with operators who perform below the 95% OTP target for the fixed route services and 99% for the DAR/paratransit services, that day and develop attainable action plans.
• We will measure on-time performance and productivity, as well as other key performance indicators, close to real-time with First Transit’s Management Information Dashboard and CTS and Passio systems, etc., allowing our staff to manage service more effectively and proactively as a whole. • First Transit will staff standby operators in case of late arrivals or other issues that affect performance.

REDUCING LATE OR MISSED TRIPS
First Transit knows that the best way for a route to stay on time throughout the day is to start on time. Supervisors will be present in the yard to assist operators and to watch yard pull outs. Dispatchers quickly check operators in to get them to the yard and performing their vehicle inspection in a timely fashion. Any operator that consistently falls behind their scheduled ontime pull out will receive refresher training from a supervisor on the importance of yard pull outs, and how it sets the tone for the day.

First Transit’s dispatchers will continuously check on-time performance throughout the day to actively avoid late trips. If a route is behind schedule, trips will be adjusted to other routes via our Passio and CTS systems. These systems track late trips, 66 missed trips, and cancellations for trend analysis. Using this data, the dispatcher can accurately account for service fluctuations, staffing needs, and reassign routes with slack time as needed.

LEAN OPERATING PRACTICES AND 5S PROCESSES
One of First Transit’s core values is “setting the highest standards,” and we believe it is imperative to provide our clients with the most efficient operations process. Therefore, we plan to integrate our Lean Practices and 5S Processes throughout all client locations, benefitting the City through improved KPIs, organized and proficient operations, and better support.

BENEFITS TO THE CITY OF EL MONTE
Lean Practices and 5S Processes are methods to improve overall effectiveness by valuing organization and ending waste.

Lean processes translate to reduction in operational costs by targeting strategic areas.

LEAN PRACTICES
Lean practices are based on five principles:
• Identify Value – Identify the City of El Monte’s
needs and expectations
• Map the Value Stream – Identify all the activities
that contribute to these values and remove waste
• Create Flow – Ensure the flow of operations runs
smoothly without interruptions or delays
• Establish Pull – Establish a pull-based system to
limit work in process items while ensuring that the
requisite materials and information are available for
a smooth flow of work
• Seek Perfection – Instill lean thinking into
employees to continuously improve operations
With this process, lean offers three awarded levels: bronze, silver, and gold. These levels certify that the location is operating at different levels of efficiency.

As First Transit is committed to providing all client locations, including El Monte, with the most efficient daily operations possible, we plan to have all First Transit operations be awarded the Gold Lean Certification by April 2022. 5S PROCESSES
By being a lean practitioner, First Transit can
provide the most efficient operations to the City of
El Monte. With our value of holding ourselves
accountable, First Transit combines lean
practices with the 5S methodology to ensure
these processes are executed.

The five pillars of the 5S methodology (Sort,
Straighten, Shine, Standardize, & Sustain) are
designed to promote and generate a culture
that promotes safety, quality, and cost
efficiency. By following these practices and
methodologies, First Transit can provide the City
of El Monte with the following benefits:
• Reduce energy, waste generation, and unneeded consumption • Reduce square footage needed for operations
• Improve employee environmental management
• Decrease unplanned downtime and increase overall productivity 67 By combining both the Lean Practices and 5S Processes methodology, First Transit is able continually improve operations, support the City of El Monte ,and stream-line operations.

Q-TIME REPORT
First Transit’s Q-Time Report, housed in the MI Dashboard, was created to analyze the operator inspection process. Data from Q-Time reports allow us to increase efficiency by
streamlining steps within the process, while ensuring
consistency and quality. The report combines punch data from the ADP eTime system, used for operator scheduling and timekeeping, with Geotab AVL data, to provide insight on pre-trip and post-trip operator processes.

First Transit operations facilities are geofenced in the Geotab system to record when vehicles enter and leave. Operators also record the beginning and end of their pre-trip and posttrip inspections. When combined with punches from the timekeeping system, First Transit management teams can
better understand what is happening before pullout and after operators return to the yard. Managers can pull up data points for an individual driver on a specific day or observe averages across multiple months.

This data becomes a driver of Lean processes and
continuous improvement at First Transit operations. By
observing employee performance and evaluating trends at locations, region and location management can analyze what projects and tasks need to be taken on to eliminate waste and return value.

First Transit has begun rolling out the Q-Time Report at our locations nationwide, and our local management teams are recognizing the value it brings to their operations.

IMPROVE CUSTOMER SERVICE
Our team understands that, in the end, our service delivery must result in an excellent experience for our shared
customers. Customer satisfaction—both the passengers we serve and the City of El Monte as our customer—are the evaluators by which we will determine our success in this area. All employees of the City service will receive in-depth training in customer service excellence. We follow all ADA requirements and all employees attend an annual refresher training to ensure high-quality customer service. We use the following best practices and policies to ensure the highest level of customer satisfaction. • Driver shift management to minimize overtime, reducing costs. We also assign the same operator on routes as consistently as possible each day of the week. Customers can see a familiar and friendly face, helping them relax knowing they are well cared for.
• Customer service training for dispatchers includes telephone etiquette and call management skills, to ensure calls are taken quickly and efficiently. Any caller that needs unique assistance can speak to a supervisor for a quick resolution. Supervisors and/or managers check call recordings for quality control. • Customer service training for operators includes extensive customer relations training that highlights customer satisfaction, passenger safety, and handling inconvenient situations with customers. First Transit will conduct mandatory annual ADA refresher training for all operators to increase awareness and sensitivity to our customers. Operators will have the proper training for wheelchair and mobility aid securement; keeping passengers safe is our top priority.

The actual and target data displayed on this sample
report are not factual and are meant for illustration only. 68 • CTS TripMaster IVR Notification. Interactive Voice Response (IVR) systems allows customers to receive automated telephone calls confirming trip dates and arrival times. It allows customers to cancel trips over the phone as well as announces the arrival of the City vehicle. Customers can also check on the status of their trip by calling the IVR, ending some ‘where’s my ride?’ calls for the call center staff. • CTS TripMaster ParaPortal Passenger Portal. A customer-facing web platform allows passengers to manage their entire paratransit schedule online. The user-friendly interface can be accessed from any online browser or mobile device. Passengers can review, confirm, or cancel their trips 24/7. This also allows for live vehicle tracking, ending some ‘where’s my ride?” calls for the call center staff

MAXIMIZE PRODUCTIVITY
We understand that productivity and efficiency are important considerations in the delivery of transportation services, particularly in paratransit operations, as the daily schedules vary significantly. Maximizing productivity is an initiative that can result in significant cost savings to the City of El Monte. Our goal is to make sure the El Monte service is provided as cost effectively as possible while maintaining strong customer service.

Increasing productivity must include a thorough analysis of current system practices, capabilities, and procedures, as well as identification of functions that can be optimized and changes that can be implemented to increase system productivity. First Transit Operations Support will complete regular system “well checks” of the CTS scheduling system and other processes, offering suggestions for more training and system optimization. Through this analysis and the implementation of innovative technology tools and strategies described throughout this proposal, we will achieve your goals for system productivity. Our procedures are designed specifically to impact productivity. • Dispatchers use advanced scheduling strategies to optimize routes, finding poor routing, and reducing route deadhead.

They effectively manage future service, as well as showing trends in historical service delivery, to make positive adjustments.
• Our managers continuously ensure scheduling staff are knowledgeable of, and consistently apply the tools and techniques in the CTS scheduling system designed to optimize schedules. • Helping to assess the use of the CTS scheduling system and its performance on City services. • Our dispatchers are taught to schedule group trips in the most efficient manner possible to ensure customer satisfaction with the services, both from individual customers and the agencies and groups we serve. • During our contract with the City of El Monte, we will look for potential improvements and opportunities for retraining and specialized training by First Transit’s corporate and regional support staff to increase efficiency.

DAILY OPERATIONS
Our operations approach for the City of El Monte focuses on improving the customer experience while achieving greater cost efficiency. First Transit’s operations plan starts with having the right people in place to manage these important services.

Our General Manager, Zack Deukmajian, will lead the team in providing these important services. This encompasses observation and analysis of our service delivery, including key performance areas that impact our efficiency and the public’s experience with the City service. These areas include road supervision, dispatching, operator staffing, productivity, scheduling, on-time performance, rider satisfaction, vehicle appearance, vehicle maintenance, vehicle availability, safety, and training.

Innovative technology tools such as Passio (for fixed route services) and CTS TripMaster (for DAR/paratransit services) will allow our general manager Zack Deukmajian and our operations manager to monitor operations in real-time.

Zack Deukmajian and our operations manager will meet regularly to review performance. The City of El Monte and Zack will discuss areas for improvement and develop actions plans during these meetings. Additionally, these meetings allow for the coordination and communication that is so critical to the success of service operations.

The operations manager reports directly to the general manager and leads the daily deployment of services. The operations manager will control the daily operation and be the focal point for the safe delivery of service to customers within the City of El Monte service area. The operations manager will also manage personnel issues, including oversight of scheduling, discipline, employee performance, and controlling overtime. the operations manager will also ensure operators do not exceed FMVSS, FLSA or CBA work rules and labor standards. In conjunction with our safety and training manager, the operations manager carefully reviews accident reports, ensuring observation of all safety and ADA regulations and training methods. 69 The operations manager, maintenance manager, and safety and training manager also meet daily to evaluate pull-out performance, including: operating vehicles, rested drivers, and adequate supervision. They compare that day’s performance to prior days to make sure that they have enough resources to meet service needs for the City of El Monte.

CUSTOMER-FOCUSED RESERVATIONS
Dispatchers will handle verifying passenger eligibility, processing trip requests, and changing or canceling existing reservations in a “real time” environment. These functions will use the CTS scheduling software and reduce the amount of calls coming into dispatchers.

Dispatchers will verbally confirm the customer’s contact information, trip/appointment date and time, mobility information, and destination, during and before the end of each call, thereby reducing the number of potential data-entry errors. During the booking process, our dispatchers will employ the use of basic scheduling strategies to evaluate the best available routing solution This skill, taught during our comprehensive training program, will maximize service efficiency and the use of scheduled hours. Dispatchers will conduct negotiations with passengers to agree on and confirm a pick-up time with the passenger that makes the best use of available service resources.

Reservations will be taken for all trips (e.g., zero denial) and will be assigned during the scheduling process. Prior to completing the reservation, riders will be quoted a 20-minute pick-up window and told that the vehicle may arrive at any time within the 20 minutes quoted.

As mentioned before, by hiring employees from the El Monte region, this helps to create an inclusive comfortable culture that positively affects our passengers and enhances the passenger travel experience. Currently, our El Monte operation has 87% of its employees that self-identity as Hispanic/Latino. This remarkable statistic directly addresses the more than 80% of respondents, of the M&A report survey who self-identified as Hispanic/Latino, who reported a negative experience when making trip reservations. Breaking down cultural and language barriers are key to providing a service as critical as public transit is. Especially with 87% of the City’s DAR riders, deemed “transit-dependent”.

CANCELLATIONS AND “WHERE’S MY RIDE?” (DIAL-A-RIDE/PARATRANSIT) Dispatchers will field “where’s my ride?” calls. In the CTS scheduling system, they will have instant access to all pertinent trip information, including:
• Current vehicle location in relation to customer’s pick-up address • Predictive updates on estimated vehicle arrival based on AVL and Google mapping estimates • Scripted information for consistent message
• Current manifest status
By offering real-time access to all this information in one workspace, First Transit can enhance the customer experience. This technology significantly reduces the amount of time taken to check route status, while giving more exact estimates.

By upgrading from the current Trapeze scheduling software to CTS TripMaster technology, there are a few service enhancements that will ease the scheduling process for passengers. Per the 2018 M&A report, “ease of making a reservation” ranked last on the customer satisfaction list. With CTS TripMaster, we also propose introducing the online rider portal module, ParaPortal. ParaPortal will benefit the EL Monte DAR/paratransit passengers providing them a booking experience at their fingertips.

The online portal allows passengers to book and cancel trips online, reducing the calls coming into the call center and improving customer service. This module will allow riders’ delegates (e.g., assistants from nursing homes or hospitals) make requests on behalf of riders as well.

MONITORING AND COACHING BY SUPERVISORS
Supervisors will review calls for accuracy, compliance, and customer service. All supervisors will have monthly side-by-sides and coaching with each dispatcher to review performance progress and areas to improve. Supervisors offer refresher training as needed to support their employees. In addition, supervisors will review all complaints coming through and coach the dispatchers as needed.
70 EFFICIENT PARATRANSIT SCHEDULING
Once trips are created and confirmed by the dispatchers begin the process of organizing vehicles, refining requests, and finding opportunities for shared-ride service. The scheduling team’s primary focus is to follow ADA, FTA, and City guidelines for scheduled pick-up, drop-off, ride time, on-time performance, and system productivity.

Using the CTS program, the dispatcher will quickly and efficiently isolate service inefficiencies, offering immediate resolution on contradictory or redundant scheduling. Not only will they weed out typical scheduling snafus, such as late pick-up, late appointment arrival times, illogical routing, and unrealistic speeds, they will have access to up-to-date performance calculations.

These calculations include productivity, estimated on-time, deadhead, slack, and trip grouping, all on a route-by-route basis.

The dispatcher staff keep a practiced eye on routes before day of service, ensuring proper groupings, reduced deadhead, reduced slack, and best routing. After several iterations of scheduling, staff complete any remaining unassigned rides, confirm next day route start and end times, and work closely with management to coordinate operator breaks, lunches, and splits to improve resource availability. Additional service management will include applying necessary changes to accommodate lastminute or unexpected shifts in demand and adjusting future schedules in anticipation of major events and/or inclement weather.

EFFECTIVE DISPATCH PROCEDURES
With responsibility for both fixed route and paratransit operations, First Transit’s dispatch team will monitor paratransit schedules and changes and oversee communication with all operators regarding delays, traffic, road hazards and other service issues.

Dispatchers set the tone for route timeliness before the vehicle is even in service.

Dispatchers ensure operators are ready for service and that operators meet compliance requirements (e.g., license, fitness for duty, uniform, paperwork, fares, etc.). Dispatch staff also assign routes and vehicles, ensuring drivers are equipped with correct schedules, manifests, and vehicle assignments. This first-level management, before the bus even leaves the lot, impacts overall system performance. With the help of the CTS tools, our dispatch staff watch and manage prompt deployments and returns according to the schedule and receive notification of routes that violate scheduled times. This results in a reduction in the “domino effect,” where late deployments affect the timeliness of later route events.

The dispatcher’s primary responsibility is to remain in contact with the operators and road supervisors throughout the day.

Dispatchers:
• Monitor and manage the on-time performance of scheduled routes. • Act as first responders to vehicle breakdowns or other in-service issues, informing location management and arranging an on-time alternative vehicle
• Provide continuous monitoring and control of assigned radio frequencies during all hours that service provider vehicles are out of the yard. They make sure all voice radio communications pertain to service and enforce all FCC rules and regulations for radio and digital communications
Dispatchers will perform “real time” schedule updates to effectively manage paratransit day-of-service changes using the CTS dispatch module. They also monitor on-time performance system wide. Specifically for the DAR/paratransit service, dispatchers notify paratransit customers of potential late pickups, reschedule trips with those customers when applicable, and optimize slack time from no-shows and late cancellations. Dispatchers may manually move trips from one manifest to another to make necessary schedule adjustments to accommodate changes. The dispatchers will optimize schedules on the day of wherever possible and alert the operators of any manifest changes as quickly as possible.

To effectively balance operational needs with available personnel resources, dispatchers also monitor operator work hours and assign extra board services as needed, using First Transit procedures for efficient use of labor and vehicle assignments. Vehicle assignments are based on the availability of vehicles from the maintenance department.

The technology solutions used throughout our paratransit service provide us with tools for optimizing productivity, including mobile tablets. As the primary means of transmitting assigned trip data to our operators, this technology enhances our dispatcher’s success in monitoring trip performance data and requirements. The real-time updates and constant communications with the vehicle tablets offer a greater ability to make necessary adjustments to schedules, as the operators know vehicle locations without having to call the operator over the radio. 71 COMPREHENSIVE ROAD SUPERVISION
First Transit deploys professional road supervisors to provide responsive, on-road management and supervision to support our operators in the field. Our service supervision follows First Transit and the City of El Monte’s requirements to promote successful operation, safety, and client and passenger satisfaction.

The road supervisor schedule offers staggered coverage to observe and support on-time pull-out from the operating base, as well as operator pre- and post-trip vehicle inspections. Additionally, road supervisors conduct road observations for quality assurance. Road observations are conducted regularly to promote positive customer service, and monitor compliance with ADA, El Monte, First Transit, state, and federal laws for safe vehicle operation. They understand the issues our operators face and can offer genuine solutions to tough situations.

ROAD SUPERVISOR DUTIES: SUMMARY
Additionally, road supervisors sometimes assist with transporting riders, for example when riders need a ride from an accident or incident to their destination.

HOW SUPERVISORS MONITOR PERFORMANCE
The road supervisor staff will
perform gates checks as the
operators prepare to leave the
yard. While in the yard, the road
supervisor staff will watch
operators to ensure they are
cycling the wheelchair lift and
performing their daily vehicle
inspections.

After the vehicles begin service,
there will be two types of daily
quality control checks:
observations and time-point
checks. These unscheduled
(observations) and scheduled
(time-point) checks help on-time performance, prevent vehicle bunching, promote vehicle cleanliness, and ensure safe-driving practices. The road supervisor conducts the observations in the field while the dispatcher monitors time-point checks in the office through the CTS (for the DAR/paratransit services) and Passio (for fixed route services) software. Both checks work together to improve the service to customers, operators that fail these inspections or have difficulty delivering on-time service go through coaching and retraining. Regular time-point checks also help to highlight potential route timing issues as well as passenger loads.

The road supervisor is an integral part of the First Transit Safety Solutions Team. If an accident or incident occurs the road supervisor investigates, photographs, and includes their report on the accident to the safety manager. The road supervisor also monitors DriveCam units and tablets to ensure that operators are developing safe driving habits and not performing any unsafe acts such during operation.
72 WOSAFE, CUSTOMER-FOCUSED OPERATORS
As the first and often only point of contact most customers have with El Monte and First Transit, our operators are key to the successful operation of these services.

We communicate to trainees that our role as a company is to provide safe, courteous, and efficient transportation for each City passenger we carry. Following this role, First Transit creates an open, cooperative, and supportive working atmosphere to meet service expectations.

First Transit achieves continual improvement of operator performance with thorough training programs, honest feedback, and employee accountability. We consider it extremely important to spend more time with an employee with performance issues, such as absenteeism, tardiness, complaints, or safety concerns. Retraining and coaching are much more beneficial than blind employee reprimands to improve service and retain employees.

DRIVER INSPECTIONS
At First Transit, the safety of our passengers, our employees, and the public is our top priority every day. For this reason, we ensure that our operators inspect all vehicles daily prior to ever leaving the lot. We take this Daily Vehicle Inspection Report (DVIR) seriously. Supervisors check that the Drivers perform their DVIR comprehensively, quickly, and efficiently. Supervisors ensure operators do not delay on-time pull out and that operators are completely checking the entire vehicle, bumper to bumper, not just checking a box. The DVIR is also the first opportunity to catch maintenance issues before they become a safety concern and a costly repair.

Vehicle inspection should be an ongoing process. The inspection begins before the operator sets out on his/her route. While in route, operators should be aware of any changes in the vehicle’s performance and make note of any problems. At the end of the trip, operators fill out the DVIR, noting any problems they encountered during their trip.

INSPECTION METHOD: GENERAL STEPS

1. Approach the vehicle, notice the general condition of the body. Check to see if the vehicle is leaning.

2. Check the engine compartment for oil, fuel, and coolant leaks. Check the belts and wiring for obvious defects.

3. Start the engine and listen for unusual noises. Check the dash lights and gauges. Turn on the headlights, four-way flashers, and interior lights. Open the front and rear doors. Set the head sign. Check the condition of operator controls.

4. Walk around the vehicle and check the headlights, clearance lights, brake lights and turn signals. Check tires for tread depth.

5. Check the passenger compartment to see if the seats are clean and secure. Check the floor for cleanliness and for any slipping hazards. Check that the passenger buzzer works. Check the stairwell lights and check the steps for cleanliness.

6. Check the brake system.
73 DRESS CODE
The appearance of our staff has a direct impact on the image of First Transit and the City of El Monte. We expect that all employees in all positions present a professional image. Attire should be proper for the duties performed, and guidelines differ for office staff and service personnel.

In general, all clothing should be clean, pressed, and in good condition. Hair should be neat, clean, and well groomed, and jewelry should not be excessive. • Employee Appearance – Our employees will present a neat, professional appearance at all times. Our staff – including drivers and operational supervisors – will wear proper uniforms and identification badges while on duty. We give uniforms to all staff that have direct contact with passengers. Adherence to set uniform policies, which are included in our employee handbook and discussed during training sessions, is checked by our supervisory staff during driver check-in procedures and during their contact with drivers. No driver can be on route unless their attire meets these standards.
• Badges – All First Transit employees are assigned a photo identification card as part of injury prevention standards. Each photo ID includes a photograph of the employee, name, job title, location, badge number, and issue date. o Photo ID cards are issued within one month of hire and are kept by employees until they end their employment or are requested to surrender their photo ID. Employees must display their photo ID while performing official duties either in a lanyard pouch, a clear pocket on a safety vest, or in some other visual manner.
• Required Vests – All First Transit employees must wear our high-visibility safety vests in the operations and maintenance areas. This is to ensure that everyone is seen easily and may work in a safe environment.

FARE PROCESSING AND MANAGEMENT
First Transit’s fare processing and management ensures that every aspect of fare collection, counting, reconciliation, and transport is accurate and secure. We establish strict procedures for the security of fares, in coordination with the City of El Monte, to maintain accountability and the highest operating standards. Prior to hiring, background checks are conducted on all personnel, including those performing duties involving access to revenue. All background investigations are updated annually.

Employees are required to wear a pocketless uniform when counting revenue.

FARE COLLECTION
First Transit knows the importance of accuracy and will provide detailed information to the City of El Monte for all fare collection.

Our monthly fare report details revenue collection and management data to include:
• Revenue collected (includes cash and other fare media) • Revenue reconciled
• Daily deposits
• Daily cash summary sheets
Our revenue collection and reconciliation procedures minimize the potential for abuse, keeping operations accurate. If losses are identified during reconciliation, we act immediately to identify the source of the loss and apply appropriate measures to correct the situation.

The City of El Monte’s fare revenues are a crucial component of our operation. Fares will be charged to passengers as specified by the City of El Monte. All revenues received are controlled and accounted for in accordance with standard cash handling, fare retrieval and accounting practices.

COUNTING PROCEDURES
The following procedures are in place to count and secure daily fare collections. • Fare boxes are removed from buses at the end of the route by a supervisor or dispatcher at the front of our offices under surveillance of our cameras.
74 • Open safe, obtain keys, and unlock bin used to receive and safely store revenue. • Set up coin sorter and place coin bags on sorter.
• Set up computer, enter current date, ID code, and account number. • Empty bills, tickets, and coins from bin.
• Start coin counter and place coins in counter.
• Band all bills into stacks of twenty-five dollars per bundle. • Designate two (2) counters at all times.
• After cash is counted and logged, Counters bring cash to Operations Manager. • Cash is then recounted with all 3 persons present.
• Amounts counted are recorded on the Fare Recon file by day. • Deposit is created for each day and counted upon completion each day. Deposit amount must total Fare Recon. o Note service day collected on deposit slip.
o Cash and Deposit are put in Sealed bags and locked in safe. • IF Multiple days are counted, multiple deposits can be put into the same bag number and sealed. • IF so, every day of cash collected is noted on the Recon with a deposit and bag number. • Brinks log must be kept in a safe place.
• Daily Brinks will pick up the deposit from our safe.

REVENUE TRANSPORT
As mentioned above, First Transit will utilize armored car service to transport revenue to the bank from the secured facility vault.

The armored car service will pick up the revenue directly from the counting room safe, as directed by the City, and in complete compliance with First Transit and City safety and security requirements.

AUDITS
Our Internal Audit team conducts revenue-control audits on a random basis to confirm that controls are in place and operating properly. We check that cash fares are secure from the time they are received from the passenger until they are deposited into the bank. Auditors also confirm that the count room is secure, all keys are secure and accounted for when not in use, dualcustody of cash fares exists during the counting process, and that comprehensive reconciliation is taking place each month.

OVERCOMING TYPICAL OPERATIONAL ISSUES
Marinating a high on-time performance is key to any successfully transit operation. However, maintaining on-time performance is just one part of providing a complete satisfactory trip for the City’s passengers. As a current transportation provider for the EL Monte region, First Transit has successfully met the stringent on-time performance requirements of El Monte’s neighboring cities for years. First Transit recognizes that one-time performance has been an issue in the past, because of this, here are a few of the various next steps that we will take to correct this long-standing issue.

1. Review the routes and the current run cuts and compare them to an independent run cut that we have created internally

2. Hold internal discussions with current drivers to address the issues that they are experiencing on the route

3. Review all historical data that sheds light on changes in travel or traffic patterns

4. Meet with local officials from key travel destinations to better understand their processes for intake and discharging of patients (DAR service only)

5. Apply these finds to our internal run cutting system and work with City staff on potential changes Furthermore, First Transit will use the below detailed methods for ensuring the quality of operations for paratransit and fixedroute services.

GAPS IN FIXED-ROUTE SERVICE
Bunching that causes gaps in service are identified by Passio, as well as road supervisor and dispatcher monitoring.

Technology tools lessen the load on road supervisors (and in some cases the staffing requirement for supervisors) and allow more efficient scheduling of supervisory staff to the most critical areas. 75 First Transit knows how important it is to deliver on-time performance to our El Monte passengers. Through our road supervision staff, we focus on the positive things our operators do and provide genuine feedback to improve weaknesses. Our El Monte road supervisors support everyone’s efforts to provide on-time performance through recommendations for improved service and helpful reinforcement of our mission to continually improve operator performance.

LIQUIDATED DAMAGES
Although “Liquidated Damages” are common in our industry we believe that open lines of communication, dedication to meeting or exceeding the City’s service goals and involvement from our regional team, will help in limit any potential penalties assessed.

Although no penalties have been assessed since 2016, we request the opportunity during negotiations to discuss some of the liquidated damage targets that have high thresholds compared to current and peer system performance.

We believe that based on our current comparable operations in the El Monte area, some of the stated thresholds can be updated to be in line with the region’s standards and best practice. Furthermore, better understanding the City’s current on time performance for DAR or historical parts lead-time for the 2016 MV-1 vehicles, for example, will help us to develop proper procedures to curb any issues that are experienced today. Without this data and due to some of the unusually high service thresholds in the RFP, we have included $5,000.00 per month to our pricing model to cover the unexpected assessments. First Transit believes that this cost can be drastically reduced, during negotiations once some of the stated past issues are better understood.

DELIVERING HIGH PRODUCTIVITY AND EXCELLENT CUSTOMER SERVICE FOR

PARATRANSIT CUSTOMERS
Maximizing efficiency while maintaining quality customer services is a balancing act. First Transit knows the costs associated with paratransit services and works diligently to keep productivity high. That is why First Transit has developed best practices in all levels of the operation, from staffing to technology, to ensure efficiency. Recruiting and hiring the right people reduces operator shortages, overtime, and employee turn-over, so managers can focus on keeping the current employees instead of training new ones. The retention of quality employees raises customer service as customers enjoy seeing a friendly familiar face.

First Transit uses the most up-to-date technology with the CTS software for the dispatchers to see the most accurate information to create the daily schedules. We will use technology that allows to increase productivity while keeping passenger ride times to a minimum.

To ensure the CTS system’s capabilities are maximized, First Transit’s Operations Support team performs a periodic check on the CTS software to ensure scheduling parameters are properly set and meet changing service needs. Dispatchers also use best practices when it comes to group trips and subscription trips. As experts in CTS scheduling software, the dispatchers maximize the daily schedule to limit passenger ride time and keep productivity up, especially with larger group trips. Dispatchers notice patterns in frequent customers and enroll them in subscription trips, to ensure they realistic schedules and to maximize productivity.

SAME-DAY PARATRANSIT SCHEDULE CHANGES
First Transit knows that staying productive and remaining flexible can be difficult, that is why we strive to have the right tools and people in place to adapt to changing schedules. When a customer cancels their planned trip on the day of, that alters the productivity for the day. Dispatchers re-work the assigned manifests using CTS to find the most efficient new schedules for operators.

Dispatchers contact operators to let them know their manifest has changed. The quickest way to do that is with tablets. The instant updating of the tablet alerts operators to a manifest change in real-time. Without them, the dispatchers must call out over the radio to the operator and give them the specifics of what has changed, significantly increasing the possibility of miscommunication.
76 IN-SERVICE VEHICLE FAILURES
Although First Transit takes pride in our preventative maintenance program, issues do arise that require us to respond to vehicle breakdowns. With more than 65 years of transit experience operating fixed route and paratransit services, we feel confident in our ability to handle any type of breakdown.

Road supervisors are the first on the scene to breakdowns and ensure that service is not excessively interrupted. Using a replacement bus leaving the facility, or “picking up” the trip with a bus that would otherwise be returning to the facility helps to quickly restore service for the passengers.

Our maintenance manager continuously tracks road calls and repeat mechanical failures. Through this information and First Transit’s preventive maintenance program, we aggressively pursue issues and reduce the level of repeat failures. First Transit will continually improve our miles between road calls and immediately respond if disruptions do occur.

UNUSUAL TRAFFIC CONDITIONS
Road supervisors and dispatchers are in direct communication with each other and the operators to watch unusual traffic conditions. When slowdowns occur, operators receive notifications for the cause of the delay and instructions on alternative routes. Through their tablets, the operators will have automatic rerouting based on traffic conditions and other issues. The interaction between road supervisors, dispatchers, and operators is a crucial factor in preventing loss of performance and keeping passenger satisfaction.

FARE DISPUTES
First Transit will discuss fare disputes and their ideal resolution with El Monte before contract start. Fare disputes are covered in initial training, and we discuss this issue periodically at our monthly safety meetings.

First Transit’s procedures specify that operators ask passengers for the correct fare and notify dispatchers if a dispute arises. At the City of El Monte’s direction, the operator will attempt to resolve the issue. Informing the passenger of the fare price and reporting the incident to a dispatcher or supervisor usually resolves the dispute. If the passenger is still not satisfied, a road supervisor will meet the bus and discuss the dispute further with the passenger. Recurring problems from the same passenger may require a directive from the City for further action.

EMERGENCY RESPONSE TRAINING FOR ALL EMPLOYEES
Operational success includes the ability to plan for events that are outside the normal scope of day-to-day operations. First Transit has developed programs to respond to emergencies and routine problems through our industry-leading best practices.

Training for emergencies may include the following programs:
• National Incident Management System (NIMS) Training
• Incident Command System (ICS) Training
• Safety, Security and Incident Response Training
• Security Orientation/Awareness Training
• Counter-Terrorism Training
• OSHA Required Training
• Sensitive Security Information (SSI) Training
Continuous monitoring and daily vigilance of the service keeps our operators on time, and provides exceptional service to passengers’ dependent upon the City of El Monte’s transit services.

EXCELLENCE THROUGH ADVANCED TECHNOLOGY
Over the past 10 years, public transportation has made significant progress when it comes to the technology being used in the industry. Much of the technology is meant to improve passenger experience and support operations with items such as on-time performance, productivity, safety, fleet management, and other KPI measurements. 77 First Transit recognizes the many benefits technology provides, which is why we have invested in various solutions and retained subject matter experts (SMEs) who work directly with our clients. These SMEs help determine how to best use today’s technologies, with a keen eye toward the future. If there is a better, smarter way to conduct business, we will find it, try it, and share the lessons learned with all our clients.

Our team will assist the City of El Monte in the process of identifying the problems and challenges the technology needs to resolve, vetting the technology provider’s readiness to share and/or change their product roadmap to better address challenges that surface and determining what technology provides a best-in-class toolset the City of El Monte can use in its transit services.

TECHNOLOGY SUPPORT
The First Transit Innovation and Operations Support Departments have assembled talented and skilled people in the business who possess deep industry and technology experience and will assist the City of El Monte. Our technology support comes from a variety of departments that include:
• Innovation Department – The team consists of subject matter experts with operational experience in mobility services, integrated payments, strategic technology initiatives, mobile applications, trip planning, on-demand services, NEMT, dial-a-ride services, and micromobility.
• Information Technology – Our IT experts are professionals in both hardware and software verticals, compliance, technology audit, data privacy and security, cloud-based computing, API integration, data warehousing, and data analysis and management.
• Technology Services – The team includes experts who have hands-on experience with transitioning technologies, sustaining applications, training, data analysis, report writing, and providing the tools necessary to leverage meaningful technology with suitable features and modules.
• Operations Support – The team consists of hands-on technology experts who leverage solutions to support all operations, fleet maintenance, paperless shops, and business intelligence while maintaining contractual requirements on a day-to-day continuity.
• Fleet Electrification – We have organized a team whose primary objective is to assist our transit clients’ transition from petroleum-based vehicles to electric. We conduct route analysis, develop infrastructure and fleet maintenance plans, and identify other strategic steps required to transition a fleet to fully electric. • Legal and Risk Management – Legal regulations on how data privacy is managed, secured, and protected are changing at an alarming rate. First Transit has a dedicated legal and risk management team whose core responsibility is to monitor statutory and legislative changes at the local, county, state, and federal levels.

PROPOSED TECHNOLOGY FOR THE CITY OF EL MONTE
Our innovation and technology experts have considered the City of El Monte’s needs, expectations and operating environment when selecting technology tools for deployment into our daily operations. The following technology tools will be incorporated into our daily service delivery for the City of El Monte to ensure safe, efficient and customer-focused transportation services.

DRIVECAM SF300
DriveCam is an on-board camera audio/video data recording system that records when events happen like accidents, aggressive accelerations, sudden stops, or hard cornering. This event-activated camera captures video footage of the vehicle interior and exterior in the seconds before, during, and after the activating incident, which includes collisions, hard braking or turns, or other G-force-related events. The operator can also activate the camera manually in the event of a passenger incident or active threat.

EFFECTIVE COACHING
DriveCam is a powerful behavior modification tool, supported by DriveCam’s centralized review team. DriveCam personnel analyzes, reviews, and scores recorded videos and sends them to First Transit’s safety manager. The safety manager will use this information to develop one-on-one coaching for specific operators. Coaching includes a review of the event video, a discussion of what happened, and feedback on the exhibited driving behaviors. This allows the operator to see driving 78 behaviors that need improvement and provides the operator with the tools to replace these behaviors with safer driving habits.

PROACTIVE SAFETY WARNINGS
DriveCam SF300 has added benefits to both the City of El Monte and the operators. When the system detects an event, it will give the operator a loud audio warning, to correct the behavior, and recording will begin. SF300 has audio triggers for:
• Lane departures
• Forward collisions
• Following distance
• Lane adherence
• Rolling stops
• Distracted driving events: Handheld device / cell phone use, food and drink, smoking • Drowsy driving
• Seat belt use
SF300 is the only system that is a solution for proactive operator warning and when paired with incident documentation and training resources it is a beneficial comprehensive system.

DriveCam also provides more protections for our passengers as well as our operators. Operators can use a manual activation switch on the DriveCam unit to capture events on board the vehicle such as:
• Record the actions of violent or abusive riders
• Record the operators’ handling of troublesome situations on-board • Document unusual situations for later review by the City of El Monte and First Transit staff

REAL-TIME AND HISTORICAL SAFETY MONITORING
First Transit managers can also access DriveCam-captured video footage directly and can provide El Monte access as requested. DriveCam also allows management to live-stream inside and outside views of any vehicle in the fleet. The system provides a DVR that can store up to 100 hours of vehicle footage that managers can use for incident investigations or re-training sessions.

IMPROVED SAFETY COST MANAGEMENT
On-road safety issues drive up operational costs and DriveCam is effective tool at reducing costs related to safety incidents.

Event-activated video footage drives effective ongoing training and behavior modification for operators, supports accurate incident reporting, and allows First Transit to receive reduced insurance rates.

GEOTAB PRO PLUS
First Transit is pleased to bring the highest level of Geotab technology available to the City fleet for advanced AVL and monitoring capabilities. Geotab is an industry leader of fleet telematics devices with more than 1.3 million devices in operation and 3 billion data points collected daily. With many major clients including PepsiCo, UPS, and, of course, First Transit, this rugged device is highly-reliable, cost-effective and extremely versatile.

Geotab offers advanced GPS technology, g-force monitoring, GEOTAB IOX expandability, and engine and battery health assessments. With these features Geotab is so much more than Automatic Vehicle Location (AVL) technology. Geotab can also track battery charge levels and all its reports have the ability of real time notifications so it is known if a battery or fuel level is low while a vehicle is on the road. First Transit also uses data from Geotab to power its Lean initiatives and Qtime reporting capabilities. 79 KEY BENEFITS AND FEATURES
Other AVLs can’t compete with Geotab’s ease of installation and use. Geotab’s GPS vehicle tracking and telematics start recording as soon as the vehicle is in motion, even if the vehicle is parked indoors or underground. To install, simply plug the device into the vehicle’s OBD II port or heavy-duty diagnostic port.

Because of its speed, accuracy, and cost effectiveness First Transit recommends a Geotab device in every bus it operates. This recommendation is based on what we can use this device to do:
• See real-time vehicle positions with a five-second refresh rate • Support dispatch systems
• Drive mobile applications and websites for riders
• Alerts on electric bus battery charge levels
• Communicate diagnostic information
• Create and utilize custom reports
Geotab allows complete customization of the platform for the City of El Monte services. Geotab can impact service quality and increase El Monte’s efficiency:
• Fuel Tracking in real time
• Vehicle Inspections
• Electronic Logging/Fault Codes
• Speed/Accelerometer Data
• Operator Behavior
First Transit is excited to work with the City to create a customized Geotab solution perfect for the operation.

INTEGRATION AND CUSTOMIZATION
Geotab integrates its Geotab GPS devices and Geotab NFC Readers with leading manufacturers, suppliers and third-party apps. If the City of El Monte already has a customized app in place, Geotab can integrate with that as well. Currently, First Transit is increasing our integrations between Geotab and Lytx/DriveCam. We have three successful integrations currently in place:
• Single Sign On: Operators can access the Lytx website through Geotab— no need to switch systems or remember multiple passwords.
• Lytx Video Browsing: In Geotab, screenshots from the camera at any point during a driver’s day or live video can be viewed.
• Automatic Drive Event Assignment: Utilizing the Geotab NFC reader, Lytx pulls the driver to vehicle assignment from Geotab and automatically assigns the driver to any events created from that vehicle. For a larger location, this can save hours per day as an employee would typically have to assign each event to a driver manually.

PASSIO TECHNOLOGIES (FIXED ROUTE SERVICES)
PASSIO GO™
Passio GO represents the next generation of real-time vehicle location tools for passengers and CAD/AVL management and reporting tools for system operators. First Transit therefore proposes Passio as a central technology for operating the City of El Monte’s fixed route services. Fully integrating the best visual tools, public viewers, and smartphone applications into the IncroMAXX platform provides the City with unparalleled access to real time updates for routes and stops, while instantaneously evaluating the system’s performance from any computer, tablet, or cellphone. Hundreds of hours of testing and consistent customer feedback have produced a tool that is intuitive for passengers, invaluable for daily operators, and indispensable for management and leadership teams. Described later in this section, First Transit has extensive experience with the Passio system and will ensure that our team maximizes the capabilities of this important tool.

First Transit uses
Geotab in over 7,000
vehicles. We know the
benefit Geotab can bring
to the City of El Monte.
80 PASSIO GO SMARTPHONE APPLICATIONS™
The Passio GO mobile application is designed to be intuitive and user friendly. No specific training is required for the end users.

Once the application is downloaded to the smartphone, the application leads them to naturally understand how to use the key features such as viewing specific routes, tracking buses in real time, and identifying where they need to go simply by tapping on the home screen.

For passengers wishing to take advantage of enhanced features such as “follow my bus” or destination planning, the application has straightforward embedded hints and guidance tools that make the app easy for everyone to use.

GPS data is updated in real time, typically every second or less, on board the vehicle. Movement change in heading/direction and speed is reported in real time and immediately uploaded via data connection to network servers for representation on public views, website maps, and smartphone applications.

PASSENGER NOTIFICATIONS: ALERTS AND ANNOUNCEMENTS
• The system has two levels of communication within the application: Alerts for immediate notification and highlighted viewing and Announcements for general information.
• Alerts scroll above the map and do not require any action by the user to view them. • Announcements are indicated by the red message button on the bottom right of the home screen. Users tap on the indicator to view the more detailed announcement information.

PASSIO GO INTERACTIVE PUBLIC VIEWER™
Many customers require the functionality of the
smartphone application accessible from any internetconnected PC, tablet, or mobile device. The Interactive Public Viewer includes Optimized Mobile Web View for
using the tool on smaller mobile devices such as tablets and smartphones. This ensures that all display features are proportioned correctly for display on smaller screens. • Interactive Public Viewer is accessible via a
customer specific web link.
• There is no additional software to download and
the solution is a pure HTML implementation that
displays vehicles on a 2-dimensional map.
• Vehicle location, passenger load information, and estimated time of arrival (ETA) information is updated automatically without any interaction required from the user.
• Vehicle direction is indicated on each bus icon and routes are all drawn in different colors. • Bus stops that are shared by multiple routes are clearly indicated through stop design features. User Benefits Free downloads for iPhone (iOS) and Android (Google Play) users are always available for Passio GO.

Geo-location button on the home screen allows GPS enabled smartphones to orient user locaton to map view.

User has the option to select all, some, or one route. Only active routes are enabled within the application
Application algorithm processes real time vehicle location information for smooth and steady graphical representation. 81 • Clicking on the bus icon will show the current location, route, and next stop information for the vehicle.

PASSIO GO KIOSK MODE – LIVEDISPLAY.TV™
With the introduction of Passio GO Kiosk Mode™ using LiveDisplay.TV™ Passio GO customers have access to configure and customize public views of their vehicle route activity at an unprecedented level. Any internet connected screen from a tablet embedded in a kiosk to a large display monitor at a key transit center or public location can be used to show vehicle and route locations.

The unique configuration design provides options for granular access to the display features. A simple weblink is created for each combination of views and options. Once the link is set it can be displayed using standard internet browsers.

All vehicle and route information automatically update and refreshes – no user interaction is required to view data in real-time.

PASSIO NAVIGATOR™ AND PASSIO OPSVIEW™
PASSIO NAVIGATOR™
Passio Navigator™ is the engine behind the IncroMAXX Transit Platform™. Navigator manages and controls dispatch, route and stop configuration, and reporting access.

Dispatch and Messaging for CAD/AVL is managed from a single live map screen located within Passio Navigator™. The tool provides instant visibility into the status of all vehicles on route, current location, speed, stop and service status. City Dispatchers can instantly reassign, adjust or edit the vehicle status for operations and public viewing from the single screen.

CLOUD-BASED MANAGEMENT SOLUTION
Passio Navigator™ controls access to system features for each individual user with multi-layered security features. Navigator™ provides customers with full access to configure routes, route blocks, schedules, time points, stop locations, and fleet information.

All Passio customers are connected to Passio Navigator™. Each user’s view is limited to their products and services. This ensures that the system is easy to learn, training requirements are minimized, and interactions are efficient for all users.

Access and Control
Visibility to all settings and the
ability to make updates in real
time is incredibly valuable for
customers. Passio’s
outstanding account
management team is always
available to answer questions
or make the updates at our
customer’s requests. This
industry leading tool for
management and reporting
provides customers with
unparalleled access to
information, while ensuring
simple and straightforward access to reports and analytics.

Passio has developed an integrated, web-based, user guide for training and system use. This system is available to all active customers and is consistently updated by our support team. Reporting, system setup, parameters, alerts, configuration of routes, stops, drivers, and importing data is all controlled through the Passio Navigator. Users are granted access based on their need to review, update, or evaluate aspects of the system.

The following management tools are available the City of El Monte through the Navigator interface, based on the services they use from Passio.
82 CONFIGURATION TOOLS
Through Passio Navigator™ all customers have access to update all configuration details. These include adding and editing Stops, Routes, and Drivers.

READ/WRITE ACCESS
Access is controlled at the individual action level and is customizable for each user. Passio does not limit the number of users who may have access to either Read or Write actions within Passio Navigator™.

Access to stop, route, and driver information is a single click from the topline configuration menu bar. Updates are straightforward and intuitive, but also provide a significant amount of control and flexibility for managing the system.

PASSIO NAVIGATOR™ REPORTING TOOLS
The Passio reporting system is managed through Passio Navigator™. This enables our customers to have a single login with access to all reporting, configuration, and management functions within the IncroMAXX™ Platform.

The reporting system is divided between dynamic reporting and dashboard reports. The dynamic reporting tools are designed to allow the end user to build reports using combinations of filters for both specific and general areas of analysis. The full spectrum of components and fields within the database are available for the user to build the view they need with a few simple mouse clicks.

DASHBOARD REPORTS
Dashboard reports enable users to design and save reports to their unique specifications. Users tailor reports based on presentation type, data analyzed, filters used, and comparison analytics. • Fixed Date or Relative Date—set a report period that is fixed from a specific date to a specific date, or create relative date reports (I.e. the last 3 months or previous 14 days) Reports Live Maps Dispatch &
Messaging Incident Logs Driver Time Sheet Alert Setup
Route, Stop
and Transit
Configuring
Data Import
On-Board
Device
Management
Card Database
Management
• Filter by custom or pre-set time periods
• Group reporting data for presentation by quarter, semester, month, week, day, or hour • Select operational detail levels such as routes, stops, drivers, and buses • Custom passenger types can be filtered, segmented, and reported • Switch between passenger boarding and alighting counts Primary Report
Views
• Compare annual ridership trends by month, week, day, quarter, hour • Capture NTD data
• Route reporting at three levels (block, route name, combined route) • Capable of grouping stops in alternate combinations
• Demographic rider profiles
Trend Analysis
• On-Time Performance Trends
• Filter reports by driver, bus, passenger type, and non-reported counts • Heat Map Analysis
Internal
Operations
Management
83 • Scheduled Auto Email—email individual reports or an entire dashboard to a single email recipient or a group of recipients. Emails can be scheduled at any interval desired. • Multiple Dashboards—users have the option to create multiple dashboards to group report types by category or target audience.

INCIDENT REPORTING
The Passio IncroMAXX Transit platform logs and provides reporting on all tracked incidents. These incidents include In and Out of Service status, system alerts such as speeding, off route, and idling, and customer defined alerts. The defined alerts can be tailored for each system and may include customer specific incidents, emergencies, accidents, and/or passenger incidents.

Each incident is tagged with the time, date, latitude, longitude, latitude, route, driver, vehicle number, device number, passenger load, and incident type. If enabled, both audio and photo recordings can be attached to any operator-initiated incident.

DPASSIO OPSVIEW™
System managers and operators require detailed visibility to manage performance in real time. Historical trends and
analysis tools provide detailed data to determine where challenges exist within the system and provide a roadmap to assist with corrections. Using Passio OPS View the leadership team can work quickly to improve performance, enhance
efficiency, and reduce wasteful activity that contributes to lost time and higher costs.

OPERATIONAL LIVE MAP
View real time vehicle locations, determine whether vehicles are on or off route, and filter the view by route, or vehicle number.

REAL TIME PASSENGER LOAD
Passio IncroMAXX Transit™ customers using either Automated Passenger Counting or Electronic Passenger Counting (touch screen counting on the mobile data terminal) have the option to view real time passenger load data on both the Passio Navigator Operational Live Map for management as well as the publicly available web viewer, kiosk, and smartphone apps. 84 GPS PERFORMANCE REPORTS
A full suite of vehicle and route-based tracking reports are included with Passio OpsView™. Examples include vehicle performance and route-based service reports. Understanding the amount of time, a vehicle is in transit on route confirms billing and service delivery.

PASSIO INCROMAXX TRANSIT™ WITH APC (OPTIONAL)
In addition, IncroMAXX Transit™ customers have the option to integrate APC (Automated Passenger Counting) into their solution. When choosing Passio’s integrated APC solution, all vehicles will have a mobile data terminal on board. The APC will connect through the MDT and will count passengers as they board or alight the vehicle and will work on single-door or multidoor vehicles. Using the MDT provides the City of El Monte with outstanding tracking, reporting, and control capabilities.

Passenger counting is fully automated and conducted without any operator interaction. Additional features and capabilities include: an interactive, touch screen program that enables operators to track special passenger types, track field incidents, communicate important messages to supervisors and dispatch, and enter key information such as start time, deadhead time, and driver hours.

Passio has partnered with Hella to integrate their three-dimensional, bi-directional, electronic imaging people counting system.

With more than 25,000 employees in 30 countries, Hella has been developing and manufacturing automobile technology, chiefly in the areas of lighting and electronics, for more than 100 years. The unit has been designed to work in challenging environments such as variable or low light, multi-level counting fields of vision, and where a large detection range (up to 110°) is needed. The unit is designed to operate from -25° C (-13° F) to +70°C (+158° F) and only draws about 4W of power. The software is specially designed to compensate for passenger movement up and down stairways or on ramps in low floor buses.

The IncroMAXX Transit™ hardware senses passengers from an overhead sensor. Additional sensors are available to trigger passenger counts when door status (open/closed) is transmitted. The system proposed will cover all entry and exit points of the vehicle. The system will create passenger
counts without administrator or driver input.

Startup will happen with vehicle ignition and
does not require any manual input from any
source to begin. The system will accurately
count passengers as they board and alight and
register stops, routes, and runs.

The system utilizes 3D camera technology
manufactured in Germany by HELLA, which will
reliably distinguish passengers and nonpassenger objects and can detect double backs and re-crossings. It will detect how many people
enter or leave a vehicle with a counting
accuracy of 98%, even under unfavorable
conditions such as variable lighting or shadows.

PASSIO EXPERIENCE
First Transit utilizes various versions of the Passio product in a variety of client locations. Passio’s CAD/AVL technology, as well as add-on capabilities such as WiFi services and automatic passenger counting tool is an integral part of our operations and reporting programs in more than 16 locations nationwide. We use Passio in the following operations similar in size, scope, or geography to El Monte, including the following:
• University of Chicago • University of Buffalo
• University of Alabama • Southern CT State University
• Savannah College of Art and Design • Rutgers
• PHL – Aviation • LAX Airport
85 • Kennesaw State • Indebus
• Georgia Southern • College of Staten Island
• Clemson University • Chapman University
• Century Village East • Brown University
First Transit understands the necessity of providing an efficient operation to maintain an optimal customer experience. With our experience using Passio, and our dedication to innovation and technology, First Transit is committed to providing a high-quality operation for both the City of El Monte and our shared passengers.

CTS TRIP MASTER (DIAL-A-RIDE/PARATRANSIT SERVICES)
First Transit proposes using CTS Trip Master Scheduling Software for the City of El Monte’s Paratransit operations. This software provides an abundance of knowledge and tools available for your paratransit needs.

The CTS Trip Master software will supply advanced, integrated technology solutions for the City’s service using a suite of software applications and network technology that connect business processes and mission-critical information. Combining systems for planning, scheduling, operations, dispatch, customer information, and reservations, Trip Master is a full-service system to meet your paratransit needs. With optional add-ons to fully customize the service to meet all of the City’s needs.

Some of the functionality includes:
• Custom statistical reporting
• Payroll and Overtime Reporting
• Fuel and Fluids Reporting
• No-Shows and Cancelled Trips Passenger Tracking
• Customizable Subscription Trips
• Advanced Demand-Response Reservations
• Views of pickup/drop-off sites and planned routes with Integrated Mapping • In addition to Trip Master we propose using the MDT/AVL tablet interface, ParaScope, to improve efficient communication between drivers and dispatch. ParaScope acts as a real-time information collection system about vehicles, passenger loads, vehicle locations, and built in GPS with mapping. It also is an electronic manifest, updating when Dispatchers make changes to trips.
• Trip Master’s online rider portal, ParaPortal will benefit both the City of El Monte and our mutual passengers. The online portal allows passengers to book and cancel trips online, reducing the calls coming into the call center.
• Trip Master also has an Interactive Voice Response System (IVR). The IVR will call the passenger the night before or shortly before on the day of their pickup, minimizing no shows and maximizing efficiency.

CTS has more than 30 years of developing online reservations, dispatching, and scheduling systems for public transportation.

Their customer service center offers around the clock online support, as well as monthly training webinars for new employees and anyone who wants to refresh their knowledge. First Transit has collaborated with CTS in the past and has not been disappointed in their technology or their level of service.

DISPATCHING/SOFTWARE
Provide a description of how vehicles will be dispatched. List any software/hardware to be used for dispatching. If the system uses Global Positioning System (GPS), please mention the type of GPS technology used and whether real-time GPS data can be provided to the City.

CTS TripMaster provides flexibility for future growth at a fraction of the cost of Trapeze. It’s an intelligent piece of software that can manage data streams from hundreds of data points, taking advantage of the growing “Internet of Things (IOT).” TripMaster’s expandable, modern architecture will make sure that transportation providers are able to make decisions with as informed an outlook as possible.
86 Once trips are created and confirmed by the dispatcher staff, they will begin the process of organizing, refining the requests, and schedules for shared-ride service. The dispatch team’s primary focus is to follow ADA, FTA, and City of El Monte’s guidelines for scheduled pick-up, drop-off, ride time, on-time, and system productivity.

TripMaster and scheduling automation feature allows for dispatchers to create advance day and even same day schedules in moments. This feature does not replace the need for skilled dispatchers, but uses advanced pre-set algorithms to create simple schedules freeing up dispatcher time for more complex trip placement issues.

Using TripMaster software, the dispatchers methodically and efficiently isolate service inefficiencies, offering immediate resolution to run safe, on time, and cost-effective schedules. Not only are they able to find typical scheduling scenarios such as late pick-up or appointment arrival times, illogical routing, and unrealistic speeds, they also have access to up-to-date performance measurement reports. These measurements include productivity, estimated on-time performance, deadhead (time and distance), slack time, and trip grouping, all on a route by- route basis and available to drill down more granularly to resolve potential impacts on performance
The dispatcher staff will keep a practiced eye on routes before the day of service, ensuring proper groupings, reduced deadhead, reduced slack, and best routing. After several iterations of scheduling, staff address any remaining unassigned rides, coordinating callbacks with call center agents where necessary, confirm next day route start and end times, and work closely with management and dispatch to coordinate driver breaks, lunches, and splits to improve resource availability. Additional service management includes applying necessary changes to accommodate last-minute or unexpected shifts in demand and adjusting future schedules in anticipation of major events and/or inclement weather.

In addition to TripMaster we propose using the MDT/AVL tablet interface, ParaScope, to improve efficiency of communication between drivers and dispatch. ParaScope acts as a real-time information collection system about vehicles, passenger loads, vehicle locations, and built in GPS with mapping. It also is an electronic manifest, updating when Dispatchers make changes to trips.

We also propose using TripMaster’s online rider portal, TripPortal. TripPortal will benefit both El Monte and our mutual passengers. The online portal allows passengers to book and cancel trips online, reducing the calls coming into the call center and improving customer service. This module will allow riders’ delegates (e.g., assistants from nursing homes or hospitals) make requests on behalf of riders.

FACILITY/FUELING DESCRIPTION
The Proposer shall provide a detailed description of their proposed facility(s) where non- CNG vehicles are to be fueled, where all vehicles are to be maintained, and where all vehicles are to be stored during the Agreement Term. Include the address of the facility and describe the size and features of the facility, maintenance capabilities, storage capacity and the number of vehicles to be stored there, administrative office space, security and any other significant features.

The facility should meet the following minimum requirements:
• The facility should be located within a five-mile radius of the El Monte Trolley Station located at 3679 Center Avenue, El Monte 91731. The El Monte transit buses may be called upon to provide emergency transportation during City emergencies (“Emergency Operations” under “Scope of Work”).

With sufficient justification, the City will consider other locations outside this radius.

First Transit will operate the City of
El Monte fixed route and paratransit services from its
facility at 4337 Rowland Avenue in El Monte.

Located less than two miles from the El Monte Trolley
Station, our El Monte location provides nearly 6,500
square feet of office, service, and storage space,
monitored with CCTV.
87 The facility houses operations for the City of
Monterey Park, the City of Arcadia, the City of San
Gabriel, and the City of Sierra Madre. This sharing of
facilities and resources has benefits both economic
and operational.

Within its main building, the facility houses five
offices, each with a desk, networked computer,
landline phone, and adequate filing space. Our
General Manager, Operations & Safety Manager,
Maintenance Manager, Road Supervisor, and
Administrative Clerk all have dedicated office space
within the facility.

The dispatch area is located centrally within the office space to allow constant clear communication with all
team members, and quick, easy access for drivers.

This area contains seating and computer stations for
four dispatchers and one lead dispatcher, as well as a
filing station at which drivers submit and retrieve their assignments, logs, and other documentation.

With a total lot size of nearly 44,000 square feet, our El Monte location has excess vehicle parking capacity.

There are 40 parking spaces designated for revenue
buses and shuttles, and 20 for non-revenue cars.

Buses are cleaned in the dedicated wash bay located
centrally in the parking area.

Over 2,500 square feet of this location is dedicated to garage space, which houses all parts, tools, and supplies for our technicians to work in the facility’s two service bays.

IMPLEMENTATION/TRANSITION PLAN
The Proposer shall submit an implementation/transition and operational plan and schedule. These step-by-step plans shall include, at minimum, the following: staffing, personnel training, vehicle maintenance and storage, fueling, cleaning and washing, uniforms, farebox collection, licensing and permits, insurance, road calls, accidents/incidents, documentation and reporting. Also include any and all procedures relating to the collection, recording, depositing and reporting of all cash receipts. The implementation schedule shall include all key dates and tasks that Proposer needs to complete prior to the startup date July 1, 2022.

SEAMLESS TRANSITION APPROACH
It is of utmost importance that the transition period minimizes any negative impact to customers, staff, management and the City of El Monte. First Transit successfully manages service transitions in communities throughout North America. Across North America, First Transit managed 22 successful project transitions in 2019 and 2020.

We have the experience and methodologies to manage the transition of this project if we are selected as the successful bidder.

Our proven approach is detailed in the following sections and will be customized to the City’s specific service needs and goals.

First Transit understands that transitioning to a new provider can be challenging. The transition to a new service provider must be handled with the greatest level of care and detail to minimize any impact to the riding public. We will dedicate all efforts and resources to ensuring the transition to First Transit will be invisible to all customers, with the only noticeable change being an improvement in service.
88 TRANSITION TEAM
Key members of First Transit’s support management team, including General Manager, Zack Deukmajian, will begin working on the project four months before the actual start-up of service. Our general manager will lead every step of the transition, including coordination with the City and the other managers to complete tasks and milestones. The general manager and local team will have the support of our west regional management team and corporate support staff. These experienced First Transit team members will be on-site at key points during the transition to offer technical assistance, resolve challenges, and move the project forward.

KEY TRANSITION TASKS
Working in partnership with the City of El Monte, our successful transition will encompass the following critical tasks, with a particular focus on minimizing impact to the system, passengers and existing employees.

COORDINATION WITH THE CITY OF EL MONTE
Upon contract award, Region Senior Vice President Fadi Chakbazof, Region Director of Operations Tony Mercado, and our General Manager Zack Deukmajian will meet with the City of El Monte to finalize the transition/start-up plan. This will include designating roles and responsibilities for each transition team member and establishing timelines for completion of tasks. We will also set up a schedule for weekly (or more frequent) meetings with the City of El Monte to monitor progress and resolve challenges throughout the transition period.

DEVELOPING FIRST YEAR GOALS AND OBJECTIVES
During the start-up period, First Transit and the City of El Monte will clarify service goals, objectives and key performance indicators for the first year of operation. We will unite your goals with our vision and values as the foundation of our operation, both during the transition and throughout the life of the contract. Operational performance measures, including benchmarks for customer service performance, will serve as the basis for El Monte to monitor and evaluate our performance.

STAFFING

RECRUITMENT AND HIRING
Our initial emphasis during transition will be placed on the “onboarding” of current El Monte transit employees and recruiting regionally and nationally for openings in the operations.

INCUMBENT STAFF
First Transit understands that the existing front-line staff are a valuable asset. As such, an integral part of our plan is to hire the majority of the incumbent workforce. In our experience, we anticipate as many as 90% of the current workforce will choose to accept employment with First Transit.

To ensure these employees are confident and comfortable throughout the transition, we will schedule orientation meetings with the incumbent provider’s employees immediately after the award of contract. During these meetings, we will:
• Express our desire to hire as many existing employees as possible • Detail the process for making the transition to First Transit • Reassure employees that their existing employment with the outgoing provider will not be threatened by pursuing employment with First Transit
• Provide a contact number that employees can call for any questions or concerns that may arise during the transition 89 Throughout the transition, our team will keep lines of communication open with the transitioning workforce, providing updates as needed.

NEW EMPLOYEES
First Transit will proactively recruit and hire employees to fill any open positions not filled by existing employees. Our human resources team will lead this effort, along with our general manager. The focus will be on recruiting and hiring from within the community. Recruiting efforts will include advertising in local newspapers and web sites that focus on the service area.

We focus on finding operator candidates who have strong customer service backgrounds with a clean driving record.

Motivated candidates with an aptitude for customer service benefit our team and our service by improving customer relations, thus reducing conflict and other passenger incidents. Our training programs thoroughly equip applicants for successful service delivery and bus operation.

First Transit’s Human Resources and Labor Relations team has provided expertise for many recent transitions. Tom Secrest is a labor attorney and First Transit’s vice president of labor relations. He handles negotiation of labor contracts, ongoing labor relations and establishing all human resource programs.

TRAINING AND CERTIFICATIONS
First Transit will assess existing employees’ skill levels and determine the level of training required. Typically, transitioning employees will have a shorter training period. We will conduct training for existing employees outside of regular working hours so as not to interfere with their current driving assignments. This ensures the City of El Monte continuously has sufficient staff numbers to deliver service throughout the transition. For new hires, training classes will begin as soon as necessary. New hire operators will complete 80 hours of training prior to service to ensure they are fully prepared to perform their roles. Classes will have staggered start times to maximize the use of our training staff. Our local Safety and Training Manager Juan Casillas and the west region safety team will support our transition team with the implementation of First Transit’s training and safety programs, among other processes.

PROCESSES AND PROCEDURES
During start-up, First Transit’s transition team will establish administrative, safety, training, maintenance, and other processes and procedures, such as:
• Payroll
• Purchasing/inventory
• Employee files, including medical, certifications, and training • Reporting
• Insurance
• Customer feedback management
• Facility security
• Accident/incident investigation and documentation

FLEET MAINTENANCE

VEHICLE TURNOVER INSPECTION
Ensuring the City of El Monte’s fleet is in good repair and current with OEM-recommended maintenance recommendations is a major focus of our transition. Upon award of contract, we will schedule an inspection of all City fleet and equipment assets. This will be performed by a third party vendor agreed upon by the City and supervised by First Transit, the City of El Monte, and the outgoing contractor. This inspection will follow a standard form showing all defects and take place 60 to 90 days in advance of contract start. The outgoing service provider will have allotted time to correct any items noted in the inspection. A final inspection will take place by the third-party vendor, noting any remaining defects. First Transit will be compensated by the outgoing contractor at a negotiated rate for all open defects at time of turnover. First Transit will repair all open defects as soon as possible, prior to service start.
90 VEHICLE PROCUREMENT AND ACCEPTANCE
A benefit of having a current operation within the El Monte city limits, is our ability to leverage existing assets, procedures and even personnel. In this case, First Transit will use existing support vehicle fleet in El Monte location to support the City’s transit operations.

ESTABLISHING THE MAINTENANCE OPERATION
Our Maintenance Manager Ben Casillas and Region Director of Maintenance Scott Hansen will implement First Transit’s fleetspecific maintenance plan prior to the start-up of services. First Transit will review the current contractor’s inventory and offer to buy all useful parts, tools, and equipment. We will also review parts usage to ensure a complete inventory the first day of service. First Transit will buy any new equipment necessary to ensure we have all tools needed the first day of service. First Transit’s Senior Vice President of Maintenance Mr. Todd Hawkins will also provide his expertise to transitions. Todd will aid in setting up all maintenance programs and lead the installation of our maintenance information system, FirstBase.

A key to the transition will be the corporation of the incumbent during the changeover. Due to the higher-than-average road call historical trend and the age of the vehicles, we ask that any major component failures within the first six (6) months of our operation be reimbursed by the incumbent or the city. We are open to discussing this request during contract negotiations.

TRANSITION TIMELINE
The draft transition timeline represented in the table below is based on the information provided in the RFP, as well as our experience with similar service transitions. This timeline addresses key tasks and milestones, ensuring no aspect of the service is overlooked during the transition period.

A more detailed transition plan will be developed and finalized prior to service start in coordination with the city of El Monte.

Please see the Attachments section of this proposal for the required Transition Timeline.

AN EXAMPLE OF OUR SUCCESSFUL TRANSITIONS

VISALIA TRANSIT (VISALIA, CA)
First Transit began operating fixed route (conventional) and demand-response services for the City of Visalia in 2018. The fixed route service operates on 12 routes within the city limits. We assumed responsibility for the operations and maintenance of a fleet of 78 vehicles. The fleet had been left in disrepair by the previous contractor, impacting service reliability and customer satisfaction. Further, we were faced with hiring a team of 140, comprising represented employees – many of whom had been with the previous contractor and the service for several years.

First Transit’s region support staff arrived on site 90 days prior to service start to oversee the transition. This team remained onsite for several months following the start of service to support the local team in establishing a stable working environment and address any issues that arose following service start. Our region maintenance staff worked with the maintenance manager to oversee the fleet inspection, transition, and overhaul. This included working with the outgoing contractor to review maintenance records for documentation and to begin scheduled repairs if necessary. All necessary repairs and overdue inspections were performed prior to service start, ensuring the fleet was safe and ready for operation.

Our Region HR staff oversaw local recruiting, screening, and hiring efforts. This team worked collaboratively with the local union to hire 125 employees employed by the previous service provider, allowing us to retain significant local and operational knowledge with the service.

As a result of our efforts, service began on the first day and with no service interruptions or impact to the ridership. In our 2019 Customer Survey, the City of Visalia agreed “First Transit provides an effective maintenance program to ensure fleet reliability” and that we “provide quality service for passengers.”

ACCOUNTING AND REPORTING EXPERIENCE
First Transit operates more than 325 contracts on behalf of our customers, most in the public transit industry. We have extensive experience managing accounts that are federally funded and subject to Federal Transit Administration (FTA) reporting requirements. As a result, we are highly proficient with the requirements of the Uniform System of Accounts (USA) and National Transit Database (NTD). Accurate accounting and reporting are another major key to a successful operation. Because of this, 91 we will hire a dedicated administrative assistant to solely focus on the El Monte operation and its critical reporting requirements.

Under the oversight of the operations manager, all required reports will be reviewed by multiple sets of eyes to ensure accuracy before submission to the City.

First Transit has established a series of reports to satisfy these needs and has developed processes and procedures to verify the integrity of the data being shared. Our Dashboard management information system (MIS) provides us with a wealth of operating data to generate reports. Specific management reporting activities include:
• Maintaining an effective MIS capability to assist in our El Monte reporting efforts • Gathering data from various sources
• Processing data for use in reports
• Measuring operations progress against established goals • Preparing and distributing reports to responsible individuals • Obtaining feedback to explain any variances and actions taken to correct them As mentioned before, accurate, comprehensive reporting is critical to our internal communications, client communications, and federally mandated reporting requirements. Our standard reports, as well as those customized to meet City requirements, will include data gathering, method of data compilation and analysis, and the frequency of each report.

FIRST TRANSIT REPORTS
First Transit provides a variety of standard and customized reporting options to best meet the City of El Monte’s needs. Below is a sample list of available reports:

Passenger Information
Data Telephone comments, complaints, commendations, and requests Method PC and database organization
Reports Sorted by driver, safety comments, ADA comments, equipment comments, new/expanded services requests, schedule modification requests, customer information (name, address, telephone number, interest area) Notes Supervisors and dispatchers record telephone and written comments on a customer comment sheet for subsequent input to the database
Passenger Counts
Data Passenger boarding by zip code and trip type
Method CTS and Passio software, driver manifests, computer generated report requests Reports Summation submitted with billing
FTA National Transit Database
Data Service supplied and consumed as measured by passenger miles Method Random selection of vehicle method using form C.2710.2A Reports As required by the FTA
Notes
We compile this information for transit systems nationwide and will do so for the City’s FTA reporting requirements, if applicable. Daily statistics and financial data will be maintained in our computer systems to ensure that demand-response financial and operating statistics are segregated. This provides an accurate reflection of eligible reimbursable items and expenses. 92 BUSINESS INCLUSION PLAN
First Transit is committed to providing disadvantaged companies with opportunities to grow and develop. We actively seek to bring these vendors into our network of suppliers whenever feasible, with the goal of meeting and/or exceeding client thresholds for participation.

This approach is mutually beneficial for Disadvantaged Business Enterprises (DBE), our client, and First Transit – as well as the local economy and community. Products and services from a robust DBE supplier base stimulate innovation and provide us with the best resources for our operations. This strengthens the value we bring to our clients and the cost efficiency of our transit operations. Further, our vendors benefit from wider industry exposure and access to First Transit’s best practices and support for their ongoing development.

ABOUT OUR PROPOSED DBE PARTNERS
First Transit’s plan is to maximize opportunities for participation for DBEs in order to meet the 2% DBE participation goal. We are pleased to propose the participation of the following vendors and/or subcontractors. First Transit commits to diverse companies with opportunities to grow and develop. At many of our California operations, First Transit exceeds the goal set forth by our customers for disadvantaged, small and minority-owned business participation. First Transit was nominated for the California Disability Services Association’s Excellence in Employment Award Program for our commitment to diversity in the workplace, demonstrated by our efforts to expand job opportunities for persons with developmental disabilities in San Diego, CA.

Automated Maintenance Record Keeping
Data Comprehensive garage and maintenance data requirements including preventive maintenance cycles and completions, vehicle maintenance history items, labor hours, and fluids consumption.

Method Proprietary FirstBase maintenance software
Reports Monthly summary of collected data
Notes FirstBase reports are multi-layered and produce concise, complete data that assists line and management personnel in performing their duties. FirstBase creates required weekly and monthly reports.

Transportation and Supervision Records
Data Various elements related to service delivery
Method CTS computerized reservations and scheduling software Reports Daily Operations Report is the primary summary report Notes
Multiple records are generated throughout the day to help control and improve our delivery of service.

Categories include dispatch log, communications record and service control information, supervisor reports on service and driver performance, conditions, accidents and incidents, discipline and commendations, and payroll exceptions. This information is summarized by the operations manager and is provided to management in a daily Operations Report. Hard copies of original data are retained for record keeping.

Safety and Training Record
Data
Applicant/candidate files, completed training modules, driver qualification data and certificates, accident reports, retraining certifications, annual safety record evaluation, ongoing open BI/PD claims, and physical damage to buses.

Method FirstBase and PC software, or camera system.

Reports Monthly summary of collected data
Notes Most of this information is retained in driver/employee permanent hard copy records that are managed by the safety and training manager. Accident files will be maintained in the safety department. 93 BLUE GOOSE UNIFORMS (JCM & ASSOCIATES) (DBE COMPANY) For the City of El Monte contract, First Transit will secure the services of Blue Goose Uniforms (JCM & Associates), who is DBE and MBE certified across the country. For over 30 years, they have helped their partners/clients enhance their brand image and identity by providing high quality branded apparel and products; all backed by an unmatched commitment to service and personal care.

Blue Goose provides:
• Quality products from name brands of all shapes, colors and sizes • Custom uniform programs & program management
• State of the art embroidery
• Over 30 years' experience and personal service
OSCAR’S MOBILE BODY AND DETAIL (DBE COMPANY)
We will also utilize Oscar’s Mobile Body and Detail. Oscar’s, a DBE-certified company, has been a staple in the Los Angeles community for over 30 years and specializes in repairing damage to virtually any kind of vehicle. We will outsource any bodywork and damage repair for the El Monte fleet to Oscar’s.

TWIN VALET PARKING, INC (DBE/MBE COMPANY)
Twin Valet Parking, Inc. Twin Valet Parking is a minority owned company committed to providing professional services through honesty, courtesy, commitment and cooperation. Twin brothers, Ricardo and David Mujica, shared this vision and after hard work in the industry for many years, they co-founded Twin Valet Parking in the year 2000. The City of Los Angeles approved their DBE/MBE status in 2015 which has been kept in good standing since then.

Twin Valet Parking will be employed to handle the daily cleaning of our facility as well as the required two times per year vehicle detailing. They are fully licensed and are in conjunction with all rules and regulations regarding waste management in different cities across the region.

First Transit is committed to continuing our search for additional qualified vendors to work with moving forward. Our total projected DBE participation, based on the above company participation is 1.63% of the base term revenue.

References for all DBE/SBE companies are available upon request.

IDENTIFYING AND DEVELOPING DISADVANTAGED BUSINESSES
In an effort to identify certified DBEs for participation in the City of El Monte transit services, First Transit posted a Good Faith Effort advertisement on the DBE Good Faith Effort Site (https://www.dbegoodfaith.com/). Our advertisement was then posted on Twitter, LinkedIn, Focus Journal, Trade Journal, and other relevant media. We have included our ad posting as supporting material for our Appendix 1 DBE forms, to be found in the Attachments section of this proposal.

First Transit will facilitate or provide resources, training, and other support services for our DBE partners to support their ongoing development throughout the contract term. This includes a quarterly quality and customer service audit to confirm our joint success in the provision of fixed route and paratransit/Dial-A-Ride services. The result is the City’s assurance that our firms will collectively meet your requirements for this contract. Further, First Transit recognizes that our inclusion of disadvantaged business partners in the El Monte transit operation also requires an ongoing commitment to explore new and expanding opportunities for DBE participation, beyond the initial procurement process.

DBE Liaison
First Transit’s commitment to developing disadvantaged businesses is demonstrated through our dedicated DBE liaison, Ms. Sally Stewart-McKinnie. Sally oversees First Transit’s DBE program and conducts all DBE and related outreach efforts for First Transit. This includes:
• Hosting outreach and networking events to increase First Transit's DBE network • Providing vendors with all project-related materials and information • Assisting vendors with the completion and submission of all required forms and required documentation
94 EXPERIENCE WITH DISADVANTAGED BUSINESS INCLUSION
Including disadvantaged business partners has always been – and will always be – part of First Transit’s commitment to the communities we serve. We are proud of our past and current success with meeting client DBE participation goals and developing DBE partners across the Country.
• At our paratransit contract for the Metropolitan Transit Authority of Harris County (METRO) in Houston, TX, we have consistently exceeded METRO’s diverse business goal throughout our current contract term. We currently achieve 19.8% participation, far exceeding the client’s goal of 10.9%. Our primary DBE partners include a recruiting and hiring firm, auto body shops, and vehicle suppliers. • We also consistently exceed diverse business inclusion goals at our paratransit operation for the Maryland Transit Authority (MTA) in Baltimore, MD. Here, First Transit is achieving 18.8% participation, exceeding our client’s goal of 17%. Key partners include transportation providers, fuel, staffing agencies, parts suppliers, and background check companies.
• First Transit has consistently exceeded the 5% DBE requirement at each of our contracts for our fixed route contract for the Regional Transportation District (RTD) in Denver, CO. Participating DBEs in this contract include staffing agencies, drug and alcohol testing companies, vehicle repair services, cleaning, and janitorial services. • REM Services, Inc., a Houston-based staffing firm, was founded in 2017. Today, we partner with REM in many locations nationwide, including Houston, TX, Orange County, CA, Phoenix, AZ, and Chicago, IL. REM performs recruiting, hiring, and staffing services using its community-based contacts with local organizations to attract a diverse workforce of dedicated and qualified employees.

COST PROPOSAL FORM
All Proposers must complete Forms 1A through 1E, Cost Proposals (Attached). The monthly cost for each year of the contract should be used to create an annual cost for each service.

Please refer to the Attachments section of this proposal for the completed Cost Proposal Forms 1A through 1E.

LIST OF REFERENCES
Proposer shall list five (5) current or former clients for whom similar or comparable services have been performed. Include the name, mailing address and telephone number of the principal contact person for the contract. Also include the dates of service, description and location of the facilities serviced and a description of the services provided.

Proposer shall also provide a list of all transit and paratransit services provided within the states of California, Arizona, Nevada, Oregon and Washington for the last five (5) years (including expired contracts). Proposer shall provide the name of the service operated, type of service, contracting agency name and years operated.

CITY OF ROSEMEAD (CA)
First Transit has operated the City of Rosemead, California, paratransit system since April 2020. Led by Zack Deukmajian from our El Monte location, the Rosemead system serves the Rosemead community by offering Dial-A-Ride service to destinations within five miles of the city limits seven days a week. Rosemead Transit consists of seven vehicles total, and nine employees.

First Transit and the city have formed an excellent working relationship. In our 2021 customer survey, we scored a 10 out of 10 in overall satisfaction, with one City of Rosemead respondent saying they were “Completely happy. [This is the ] best decision [we’ve] made.”
“There is not a single think I can think of that would improve how well we have been served by Zack and the gang.” —City of Rosemead Feedback (2021 Customer Survey)
95 City of Rosemead
Dates of
Service
April 2020 –
Present
Description and
Location of
Facilities
The City of Rosemead operates at First Transit’s 4337 Rowland Avenue facility in El Monte, CA, less than two miles from the El Monte Trolley Station. This facility is equipped with 56,000 square feet for vehicle storage, a 2,000 square foot maintenance space, and over 1,200 square feet of office space. For more information on this facility, please see this proposal’s Facility/ Fueling Description.

Service Type Paratransit Contact
Chris Daste, Director of Public Works
8838 East Valley Blvd., Rosemead, CA 91770
[email protected]; 626-569-2103

CITY OF MONTEREY PARK (CA)
First Transit has operated the City of Monterey Park Spirit Bus since July 2015, when we won the business from MV Transportation. This fixed route system consists of 20 buses (nine of which are fueled by CNG) and five local routes. It is also run out of our El Monte location
First Transit won the Monterey Park contract again in 2019. In our 2021 customer survey, the city scored First Transit a 9 out of 10 in overall satisfaction, with general manager Zack Deukmajian getting special praise. We are proud of our ongoing service to Monterey Park.
“General Manager Zack Deukmajian showed leadership during COVID-19 and working with the City in response to COVID-19.”
—City of Monterey Park Feedback (2021 Customer Survey)
City of Monterey Park
Dates of
Service
July 2015 –
Present
Description and
Location of
Facilities
The City of Monterey Park operates at First Transit’s 4337 Rowland Avenue facility in El Monte, CA, less than two miles from the El Monte Trolley Station.

This facility is equipped with 56,000 square feet for vehicle storage, a 2,000 square foot maintenance space, and over 1,200 square feet of office space. For more information on this facility, please see this proposal’s Facility/ Fueling Description.

Service Type Fixed
Route Contact
Bonnie Tram, Transportation Manager
320 West Newmark Ave, Monterey Park, CA 91754 USA
[email protected]; 626-307-1458

CITY OF PASADENA (CA)
First Transit has operated the City of Pasadena fixed route community circulator and DAR service since July 2001. The DAR service is a curb-to-curb service that provides transportation to people that live in the service area that are at least 60 years old or eligible for a LACTOA Disabled Reduced Fare. The service operates out of a First Transit location at 303 N. Allen Ave., Pasadena, CA. It consists of 36 vehicles and 86 employees.

First Transit won renewals for the Pasadena contract in 2009, 2014, and May 2021. In our 2021 Customer Survey, the City of Pasadena rated First Transit a 10 out of 10 in overall satisfaction and a 10 out of 10 in likelihood to recommend. “First Transit consistently demonstrates a commitment to cultivating an inclusive and diverse culture, and that they always have the community’s best interests in mind.”
—City of Pasadena Feedback (2021 Customer Survey)
96 City of Pasadena
Dates of
Service
July 2001 –
Present
Description and
Location of
Facilities
Located at 303 North Allen Avenue in Pasadena, this facility has a 27-vehicle storage capacity, two maintenance bays, one set of lifts, and one hand-wash bay. This operation also makes use of two other locations for the purposes of vehicle storage: 2140 East Walnut Street in Pasadena, which has a 12-vehicle capacity, and 768 West Woodbury Road in Altadena, with a 7-vehicle capacity.

Service
Fixed
Route and
Paratransit
Contact
Valerie Gibson, Transit Manager
303 North Allen Ave., Pasadena, CA 91106
[email protected]; 626-744-4055

CITY OF ALHAMBRA (CA)
First Transit has operated the City of Alhambra’s fixed route and paratransit services since August 2019. The service operates out of First Transit’s location at 4337 Rowland Ave. in El Monte, CA and consists of 17 vehicles and 19 employees.

City of Alhambra
Dates of
Service
August
2019 –
Present
Description and
Location of
Facilities
The City of Alhambra operates at First Transit’s 4337 Rowland Avenue facility in El Monte, CA, less than two miles from the El Monte Trolley Station. This facility is equipped with 56,000 square feet for vehicle storage, a 2,000 square foot maintenance space, and over 1,200 square feet of office space. For more information on this facility, please see this proposal’s Facility/ Fueling Description.

Service
Fixed
Route and
Paratransit
Contact
Martin Ray, Director of Public Works & Utilities
111 S First St., Alhambra, CA 91801
[email protected]; 626-570-3278

POMONA VALLEY TRANSPORTATION AUTHORITY (LAVERNE, CA)
First Transit has operated the Pomona Valley Transportation Authority paratransit service since January 2014. Located at 1027 Brooks St. in Ontario, CA, this operation consists of a fleet of 26 vehicles and 30 employees.

First Transit won a renewal for the Pomona Valley contract in 2020, after the client opted to exercise options to extend the original 2014 contract, in order to continue working with First Transit. In addition, in our 2021 Customer Survey, Pomona Valley rated First Transit a 10 out of 10 for both maintenance and safety, noting that these rates stayed consistent, even throughout the pandemic.
“On-time performance,maintenance, and safety are real strong pointswith First Transit.” —Pomona Valley Transportation Authority (2021 Customer Survey) Pomona Valley Transportation Authority
Dates of
Service
January
2014 –
Present
Description and
Location of
Facilities
Located at 1027 Brooks St. in Ontario, CA within five miles of the PVTA service area, this facility measures 16,377 square feet, and is where all PVTA vehicles are maintained and stored. It has capacity for approximately 30 vehicles, and contains two maintenance bays, as well as ample space for dispatch and offices.

Service Paratransit Contact
George Sparks, Administrator
2120 Foothill Boulevard, Ste. 116, Laverne, CA 91750
[email protected]; 909-596-7664
97 CENTRAL CONTRA COASTAL TRANSIT AUTHORITY (CCTA)
Central Contra Coastal Transit Authority (CCTA)
Dates of
Service
7/1/1990 –
6/30/2019 Contact
Ruby Horta, Director of Planning
2477 Arnold Industrial Way, Concord, CA 94520
[email protected]; 925-676-1976
Service
Type Paratransit

CLIENT LIST
We have provided in the Attachments section of this proposal the required list of all transit and paratransit services provided within the states of California, Arizona, Nevada, Oregon and Washington for the last five (5) years.

CLIENT SATISFACTION
Day in and day out, our focus is on delivering exceptional customer service to our riders and communities. We are confident in our ability to achieve this goal and exceed the City of El Monte’s expectations through our professional and ethical business practices.

Each year, we ask every First Transit client in our East, Central and West regions to tell us how satisfied they are with the services we provide. Some of our evaluations use the following statements:
• Likelihood to recommend First Transit
• Overall satisfaction of Local Management
• First Transit provides quality service for passengers • First Transit puts safety at the front of their mind
• First Transit’s training program is effective at preparing drivers for service We strive to provide safe, reliable, cost-effective service to riders, communities, and you, our client.

The below chart illustrates our customer ratings in our most recent survey. 98 We regularly seek out client feedback and especially on our customer survey we look for areas we can improve any relationship. Below are some samples of some recent customer survey feedback:
“Our Local Management team is extremely responsive, professional, reliable and communicative. Built on the trust they have earned and consistently reinforce with transparency and dedication to excellence, the overall working relationship they have with us is extremely strong.” —City of Pasadena Customer Feedback “First Transit has been a partner for over twenty years and has done an excellent job.” —Houston METRO Customer Feedback
”I believe the staff truly enjoy what they do, and they really take pride in helping the public. I am proud of them for doing what they do every day, regardless of the weather, even in a global pandemic.” —New York State Department of Transportation Customer Feedback
“We all work very well together as a team in whole. I am very satisfied with the local First Transit team.” —Lorain County Customer Feedback
“First Transit provides the partnership we ask for: professional, accountable, collaborative and committed to providing quality services to our clients.” —Multinomah County Customer Feedback “Your local core management team has been very knowledgeable and responsive to the needs of the service and our customers. The three GMs assigned to the project have all been top notch and accommodating in meeting our service requirements.” —San Mateo County Customer Feedback

9.1 9.1

9.3 9.2

9.4 9.4

9.3 9.5

9.3 9.6

9.3 9.4

8.8 8.9
9 9.1

9.2 9.3

9.4 9.5

9.6 9.7
Scored from 1-10
2021 Customer Survey Feedback
99 Redacted due to Proprietary or Confidential Information (PDF Pg. 106) 100

PERFORMANCE BOND
The Proposer shall deliver to the City, at the time of or prior to the execution of the Agreement, a Performance Bond issued by a surety company authorized to do business in the State of California in the amount of $150,000 and approved by the City ’s Risk Management Department. Said bond shall be conditioned upon the full and faithful performance by the Proposer of each covenant, promise, term, condition, undertaking set forth in the Agreement. The Performance Bond is attached and incorporated hereto this RFP (See Form 4).

First Transit agrees to deliver said Performance Bond at the time of or prior to execution of the Agreement, per the requirements of this RFP. In order to demonstrate capability of obtaining this Performance Bond, First Transit has included a Letter of Surety in the Attachments section of this proposal.

VERBAL AGREEMENT OR CONVERSATION
No prior or current verbal conversations or agreements with any officer, agent or employee of the City shall affect or modify any terms or obligations of this RFP or any contract resulting from this procurement.

First Transit understands and agrees to the Verbal Agreement or Conversation requirements of this RFP. No prior or current verbal conversations or agreements with any representative of the City shall affect the terms of this RFP, or any resulting contract.

ATTACHMENTS
Attachments
101

ATTACHMENTS
ATTACHMENT 1
• Cost Proposal Forms 1A through 1E
ATTACHMENT 2
• Proposal Letter/ Certificate of Acceptance
ATTACHMENT 3
• Proposal Check Sheet
ATTACHMENT 4
• Performance Bond Form
ATTACHMENT 5
• Certification Regarding Lobbying
ATTACHMENT 6
• False Claims/ False Claims Act Certification
ATTACHMENT 7
• Civil Litigation History/ Civil Litigation Certification ATTACHMENT 8
• State of California Drug Free Workplace Certification ATTACHMENT 9
• Certification of Primary Participant Regarding Debarment, Suspension, and Other Responsibility Matters
ATTACHMENT 10
• Communications with City Council, Advisory Committee and City Staff Disclosure of Contacts with Council Members
ATTACHMENT 11
• Appendix 1 - DBE Forms A-C and Good Faith Effort
ATTACHMENT 12
• Appendix 2 – Federal Contract Clauses
102
ATTACHMENT 13
• This attachment intentionally left blank
ATTACHMENT 14
• Letter of Surety for the Performance Bond
• Certificate of Insurance
ATTACHMENT 15
• Proposed Management Team Resumes
ATTACHMENT 16
• Transition Timeline
ATTACHMENT 17
• Client List
ATTACHMENT 18
• Driver Training Manual
• First Transit Employee Manual
• Safety Program
• FTA Drug and Alcohol Policy
ATTACHMENT 19
• Accident Reporting Procedures
• Management Report
1 ATTACHMENT 1

ANAHEIM RESORT TRANSPORTATION SERVICES
Total Combined Expenses Summary
First Transit, Inc. 2022/23 2023/24 2024/25 2025/26 2026/27 2027/28 2028/29 2029/30 YR1 YR2 YR3 YR4 YR5 OYR1 OYR2 OYR3

OPERATIONS
Driver Payroll $ 560,958 $ 581,910 $ 603,421 $ 628,843 $ 653,706 $ 680,245 $ 706,505 $ 732,765 Driver Benefits & Payroll Expenses $ 261,586 $ 272,704 $ 286,076 $ 300,004 $ 313,643 $ 329,325 $ 344,929 $ 359,894 Other Operations Staff Payroll $ 136,285 $ 139,964 $ 143,743 $ 147,625 $ 151,610 $ 155,704 $ 159,908 $ 164,225 Other Operations Staff Benefits &
Payroll Expenses $ 53,299 $ 55,675 $ 58,025 $ 60,481 $ 63,048 $ 65,729 $ 68,531 $ 71,460 Driver Training Payroll $ 36,725 $ 21,984 $ 18,106 $ 17,934 $ 17,826 $ 18,081 $ 17,825 $ 17,813 Driver Training Benefits & Payroll
Expenses $ 12,505 $ 7,370 $ 6,130 $ 6,080 $ 6,067 $ 6,163 $ 6,100 $ 6,132 Supplies $ 9,391 $ 9,924 $ 10,507 $ 10,840 $ 11,336 $ 11,440 $ 11,745 $ 12,432 Vehicle Costs - Maintenance $ 251,423 $ 263,363 $ 273,513 $ 283,044 $ 295,074 $ 301,377 $ 311,021 $ 326,425 Fuel to be provided by the City at the
City's expense
Communications Equipment $ 1,080 $ 1,107 $ 1,135 $ 1,163 $ 1,192 $ 1,222 $ 1,252 $ 1,284 Miscellaneous Operations Costs $ 10,798 $ 12,474 $ 12,391 $ 12,701 $ 13,018 $ 13,344 $ 13,677 $ 13,796 TOTAL OPERATIONS EXPENSES $ 1,334,050 $ 1,366,475 $ 1,413,047 $ 1,468,715 $ 1,526,520 $ 1,582,630 $ 1,641,493 $ 1,706,226 OTHER COSTS $ $ $ $ $ $ $ $
Administration/Management Payroll $ 89,600 $ 91,877 $ 94,212 $ 96,606 $ 99,061 $ 101,579 $ 104,161 $ 106,809 Administration/Management Benefits &
Payroll Expenses $ 23,658 $ 24,601 $ 25,533 $ 26,504 $ 27,516 $ 28,572 $ 29,672 $ 30,819 Insurance $ 97,608 $ 100,514 $ 103,812 $ 107,283 $ 110,878 $ 114,608 $ 118,458 $ 122,450 Facility Rent $ 13,102 $ 13,429 $ 13,765 $ 14,109 $ 14,462 $ 14,823 $ 15,194 $ 15,574 Utilities $ 24,999 $ 25,624 $ 26,264 $ 26,921 $ 27,594 $ 28,284 $ 28,991 $ 29,715 Other/Overhead Costs $ 136,363 $ 139,367 $ 158,488 $ 162,740 $ 167,278 $ 143,837 $ 148,502 $ 146,723 Profit/Fee $ 71,641 $ 73,412 $ 76,463 $ 79,287 $ 82,221 $ 83,931 $ 86,936 $ 89,930 TOTAL OTHER COSTS $ 456,971 $ 468,824 $ 498,537 $ 513,450 $ 529,010 $ 515,634 $ 531,914 $ 542,020 TOTAL ANNUAL COST $ 1,791,021 $ 1,835,299 $ 1,911,584 $ 1,982,165 $ 2,055,530 $ 2,098,264 $ 2,173,407 $ 2,248,246 Vehicle Revenue Hours (projected) $ 21,307 $ 21,307 $ 21,307 $ 21,307 $ 21,307 $ 21,307 $ 21,307 $ 21,307

PROPOSED COST PER
VEHICLE REVENUE HOUR $ 84.06 $ 86.14 $ 89.72 $ 93.03 $ 96.47 $ 98.48 $ 102.00 $ 105.52 Form 1-A: COST PROPOSAL - Fixed Route Only (hourly)

ANAHEIM RESORT TRANSPORTATION SERVICES
Total Combined Expenses Summary
First Transit, Inc. 2022/23 2023/24 2024/25 2025/26 2026/27 2027/28 2028/29 2029/30 YR1 YR2 YR3 YR4 YR5 OYR1 OYR2 OYR3

OPERATIONS
Driver Payroll $ 143,219 $ 149,500 $ 153,849 $ 159,301 $ 164,685 $ 170,138 $ 176,212 $ 182,493 Driver Benefits & Payroll Expenses $ 90,431 $ 90,807 $ 94,341 $ 99,168 $ 103,067 $ 107,585 $ 112,625 $ 117,306 Other Operations Staff Payroll $ 136,285 $ 139,964 $ 143,743 $ 147,625 $ 151,610 $ 155,704 $ 159,908 $ 164,225 Other Operations Staff Benefits &
Payroll Expenses $ 53,299 $ 55,675 $ 58,025 $ 60,481 $ 63,048 $ 65,729 $ 68,531 $ 71,460 Driver Training Payroll $ 1,411 $ 5,167 $ 4,611 $ 5,003 $ 4,790 $ 5,033 $ 5,092 $ 5,078 Driver Training Benefits & Payroll
Expenses $ 593 $ 2,059 $ 1,866 $ 2,028 $ 1,963 $ 2,076 $ 2,111 $ 2,122 Supplies $ 2,303 $ 2,398 $ 2,687 $ 2,759 $ 2,865 $ 2,966 $ 3,063 $ 3,152 Vehicle Costs - Maintenance $ 173,241 $ 178,985 $ 184,703 $ 190,339 $ 196,556 $ 202,777 $ 209,307 $ 215,816 Vehicle Costs - Fuel $ 26,877 $ 27,952 $ 29,129 $ 30,294 $ 31,506 $ 32,766 $ 34,077 $ 35,440 Communications Equipment $ 960 $ 984 $ 1,009 $ 1,034 $ 1,060 $ 1,086 $ 1,113 $ 1,141 Miscellaneous Operations Costs $ 6,966 $ 8,870 $ 9,092 $ 9,319 $ 9,552 $ 9,791 $ 10,036 $ 10,287 TOTAL OPERATIONS EXPENSES $ 635,585 $ 662,361 $ 683,055 $ 707,351 $ 730,702 $ 755,651 $ 782,075 $ 808,520 OTHER COSTS $ $ $ $ $ $ $ $
Administration/Management Payroll $ 89,600 $ 91,877 $ 94,212 $ 96,606 $ 99,061 $ 101,579 $ 104,161 $ 106,809 Administration/Management Benefits &
Payroll Expenses $ 23,658 $ 24,601 $ 25,533 $ 26,504 $ 27,516 $ 28,572 $ 29,672 $ 30,819 Insurance $ 68,160 $ 70,256 $ 72,478 $ 74,716 $ 77,026 $ 79,411 $ 81,875 $ 84,419 Facility Rent $ 13,102 $ 13,429 $ 13,765 $ 14,109 $ 14,462 $ 14,823 $ 15,194 $ 15,574 Utilities $ 24,999 $ 25,624 $ 26,264 $ 26,921 $ 27,594 $ 28,284 $ 28,991 $ 29,715 Other/Overhead Costs $ 102,300 $ 104,996 $ 123,107 $ 126,065 $ 129,220 $ 112,596 $ 115,969 $ 112,599 Profit/Fee $ 39,892 $ 41,381 $ 43,267 $ 44,678 $ 46,066 $ 46,705 $ 48,247 $ 49,519 TOTAL OTHER COSTS $ 361,711 $ 372,164 $ 398,626 $ 409,599 $ 420,945 $ 411,970 $ 424,109 $ 429,454 TOTAL ANNUAL COST $ 997,296 $ 1,034,525 $ 1,081,681 $ 1,116,950 $ 1,151,647 $ 1,167,621 $ 1,206,184 $ 1,237,974 Vehicle Revenue Hours (projected) 4,927 4,927 4,927 4,927 4,927 4,927 4,927 4,927

PROPOSED COST PER
VEHICLE REVENUE HOUR $ 202.41 $ 209.97 $ 219.54 $ 226.70 $ 233.74 $ 236.98 $ 244.81 $ 251.26 Form 1-B: COST PROPOSAL - DAR/Para Only (hourly)

ANAHEIM RESORT TRANSPORTATION SERVICES
Total Combined Expenses Summary
First Transit, Inc. 2022/23 2023/24 2024/25 2025/26 2026/27 2027/28 2028/29 2029/30 YR1 YR2 YR3 YR4 YR5 OYR1 OYR2 OYR3

OPERATIONS
Driver Payroll $ 565,148 $ 586,058 $ 607,534 $ 633,813 $ 659,245 $ 686,937 $ 713,499 $ 740,343 Driver Benefits & Payroll Expenses $ 242,330 $ 254,059 $ 266,587 $ 279,696 $ 292,386 $ 307,392 $ 322,046 $ 336,121 Other Operations Staff Payroll $ 129,536 $ 133,034 $ 136,625 $ 140,314 $ 144,103 $ 147,994 $ 151,989 $ 156,093 Other Operations Staff Benefits &
Payroll Expenses $ 50,841 $ 53,107 $ 55,350 $ 57,693 $ 60,141 $ 62,700 $ 65,373 $ 68,167 Driver Training Payroll $ 39,057 $ 21,025 $ 17,315 $ 16,964 $ 16,866 $ 17,134 $ 16,791 $ 16,756 Driver Training Benefits & Payroll
Expenses $ 12,486 $ 6,642 $ 5,523 $ 5,416 $ 5,403 $ 5,491 $ 5,403 $ 5,420 Supplies $ 9,097 $ 9,584 $ 10,106 $ 10,419 $ 10,885 $ 11,028 $ 11,338 $ 11,943 Vehicle Costs - Maintenance $ 193,992 $ 204,466 $ 215,028 $ 222,330 $ 234,434 $ 237,018 $ 241,682 $ 254,168 Fuel to be provided by the City at the
City's expense
Communications Equipment $ 1,462 $ 1,499 $ 1,536 $ 1,574 $ 1,614 $ 1,654 $ 1,695 $ 1,738 Miscellaneous Operations Costs $ 9,818 $ 10,944 $ 11,057 $ 11,169 $ 11,449 $ 11,735 $ 11,851 $ 12,147 TOTAL OPERATIONS EXPENSES $ 1,253,767 $ 1,280,418 $ 1,326,661 $ 1,379,388 $ 1,436,526 $ 1,489,083 $ 1,541,667 $ 1,602,896 OTHER COSTS $ $ $ $ $ $ $ $
Administration/Management Payroll $ 72,773 $ 74,622 $ 76,519 $ 78,463 $ 80,457 $ 82,502 $ 84,600 $ 86,750 Administration/Management Benefits
& Payroll Expenses $ 19,215 $ 19,981 $ 20,738 $ 21,527 $ 22,349 $ 23,206 $ 24,100 $ 25,031 Insurance $ 88,662 $ 91,273 $ 94,334 $ 97,557 $ 100,902 $ 104,376 $ 107,961 $ 111,683 Facility Rent $ 10,437 $ 10,698 $ 10,965 $ 11,239 $ 11,520 $ 11,808 $ 12,103 $ 12,406 Utilities $ 19,914 $ 20,412 $ 20,922 $ 21,445 $ 21,981 $ 22,531 $ 23,094 $ 23,671 Other/Overhead Costs $ 137,669 $ 140,513 $ 156,826 $ 161,047 $ 165,627 $ 144,894 $ 149,607 $ 149,014 Profit/Fee $ 66,772 $ 68,244 $ 71,123 $ 73,779 $ 76,638 $ 78,268 $ 80,968 $ 83,812 TOTAL OTHER COSTS $ 415,442 $ 425,743 $ 451,427 $ 465,057 $ 479,474 $ 467,585 $ 482,433 $ 492,367 TOTAL ANNUAL COST $ 1,669,209 $ 1,706,161 $ 1,778,088 $ 1,844,445 $ 1,916,000 $ 1,956,668 $ 2,024,100 $ 2,095,263 Vehicle Revenue Hours (projected) $ 21,307 $ 21,307 $ 21,307 $ 21,307 $ 21,307 $ 21,307 $ 21,307 $ 21,307

PROPOSED COST PER
VEHICLE REVENUE HOUR $ 78.34 $ 80.08 $ 83.45 $ 86.57 $ 89.92 $ 91.83 $ 95.00 $ 98.34 Form 1-C: COST PROPOSAL - Fixed Route Combined (hourly)

ANAHEIM RESORT TRANSPORTATION SERVICES
Total Combined Expenses Summary
First Transit, Inc. 2022/23 2023/24 2024/25 2025/26 2026/27 2027/28 2028/29 2029/30 YR1 YR2 YR3 YR4 YR5 OYR1 OYR2 OYR3

OPERATIONS
Driver Payroll $ 130,676 $ 135,511 $ 140,476 $ 146,553 $ 152,433 $ 158,836 $ 164,978 $ 171,185 Driver Benefits & Payroll Expenses $ 56,033 $ 58,744 $ 61,641 $ 64,672 $ 67,607 $ 71,076 $ 74,465 $ 77,719 Other Operations Staff Payroll $ 29,952 $ 30,761 $ 31,591 $ 32,444 $ 33,320 $ 34,220 $ 35,144 $ 36,092 Other Operations Staff Benefits &
Payroll Expenses $ 11,756 $ 12,280 $ 12,798 $ 13,340 $ 13,906 $ 14,498 $ 15,116 $ 15,762 Driver Training Payroll $ 9,031 $ 4,862 $ 4,004 $ 3,922 $ 3,900 $ 3,962 $ 3,883 $ 3,874 Driver Training Benefits & Payroll
Expenses $ 2,887 $ 1,536 $ 1,277 $ 1,252 $ 1,249 $ 1,270 $ 1,249 $ 1,253 Supplies $ 2,323 $ 2,447 $ 2,581 $ 2,660 $ 2,779 $ 2,816 $ 2,895 $ 3,050 Vehicle Costs - Maintenance $ 70,482 $ 72,926 $ 73,523 $ 76,541 $ 77,687 $ 82,456 $ 88,620 $ 92,535 Vehicle Costs - Fuel $ 27,079 $ 27,949 $ 29,030 $ 30,180 $ 31,379 $ 32,631 $ 33,925 $ 35,275 Communications Equipment $ 338 $ 346 $ 355 $ 364 $ 373 $ 382 $ 392 $ 402 Miscellaneous Operations Costs $ 2,270 $ 2,531 $ 2,557 $ 2,583 $ 2,647 $ 2,713 $ 2,740 $ 2,809 TOTAL OPERATIONS EXPENSES $ 342,827 $ 349,893 $ 359,833 $ 374,511 $ 387,280 $ 404,860 $ 423,407 $ 439,956 OTHER COSTS $ $ $ $ $ $ $ $
Administration/Management Payroll $ 16,827 $ 17,254 $ 17,693 $ 18,143 $ 18,604 $ 19,077 $ 19,561 $ 20,059 Administration/Management Benefits
& Payroll Expenses $ 4,443 $ 4,620 $ 4,795 $ 4,977 $ 5,168 $ 5,366 $ 5,572 $ 5,788 Insurance $ 22,638 $ 23,305 $ 24,087 $ 24,910 $ 25,764 $ 26,651 $ 27,566 $ 28,517 Facility Rent $ 2,665 $ 2,731 $ 2,800 $ 2,870 $ 2,942 $ 3,015 $ 3,090 $ 3,168 Utilities $ 5,085 $ 5,212 $ 5,342 $ 5,476 $ 5,613 $ 5,753 $ 5,897 $ 6,044 Other/Overhead Costs $ 42,961 $ 43,905 $ 47,970 $ 49,247 $ 50,614 $ 46,453 $ 47,866 $ 48,061 Profit/Fee $ 18,223 $ 18,625 $ 19,272 $ 20,004 $ 20,668 $ 21,297 $ 22,202 $ 22,982 TOTAL OTHER COSTS $ 112,842 $ 115,652 $ 121,959 $ 125,627 $ 129,373 $ 127,612 $ 131,754 $ 134,619 TOTAL ANNUAL COST $ 455,669 $ 465,545 $ 481,792 $ 500,138 $ 516,653 $ 532,472 $ 555,161 $ 574,575 Vehicle Revenue Hours
(projected) $ 4,927 $ 4,927 $ 4,927 $ 4,927 $ 4,927 $ 4,927 $ 4,927 $ 4,927

PROPOSED COST PER
VEHICLE REVENUE HOUR $ 92.48 $ 94.49 $ 97.79 $ 101.51 $ 104.86 $ 108.07 $ 112.68 $ 116.62 Form 1-D: COST PROPOSAL - DAR/Para Combined (hourly)

ANAHEIM RESORT TRANSPORTATION SERVICES
Total Combined Expenses Summary
First Transit, Inc. 2022/23 2023/24 2024/25 2025/26 2026/27 2027/28 2028/29 2029/30 Not bid by First Transit YR1 YR2 YR3 YR4 YR5 OYR1 OYR2 OYR3

OPERATIONS
Driver Payroll $ $ $ $ $ $ $ $
Driver Benefits & Payroll Expenses $ $ $ $ $ $ $ $
Other Operations Staff Payroll $ $ $ $ $ $ $ $
Other Operations Staff Benefits &
Payroll Expenses $ $ $ $ $ $ $ $
Driver Training Payroll $ $ $ $ $ $ $ $
Driver Training Benefits & Payroll
Expenses $ $ $ $ $ $ $ $
Supplies $ $ $ $ $ $ $ $
Vehicle Costs - Maintenance $ $ $ $ $ $ $ $
Vehicle Costs - Fuel $ $ $ $ $ $ $ $
Communications Equipment $ $ $ $ $ $ $ $
Miscellaneous Operations Costs $ $ $ $ $ $ $ $
TOTAL OPERATIONS EXPENSES $ $ $ $ $ $ $ $
OTHER COSTS $ $ $ $ $ $ $ $
Administration/Management Payroll $ $ $ $ $ $ $ $
Administration/Management Benefits &
Payroll Expenses $ $ $ $ $ $ $ $
Insurance $ $ $ $ $ $ $ $
Facility Rent $ $ $ $ $ $ $ $
Utilities $ $ $ $ $ $ $ $
Other/Overhead Costs $ $ $ $ $ $ $ $
Profit/Fee $ $ $ $ $ $ $ $
TOTAL OTHER COSTS $ $ $ $ $ $ $ $
TOTAL ANNUAL COST $ $ $ $ $ $ $ $
Number of Trips (projected) XX,XXX XX,XXX XX,XXX XX,XXX XX,XXX XX,XXX XX,XXX XX,XXX Proposed Number of Trips -
Dedicated Service
Proposed Number of Trips - NonDedicated Service
Proposed Cost Per Trip -
DEDICATED $ $ $ $ $ $ $ $
Proposed Cost Per Trip - NONDEDICATED $ $ $ $ $ $ $ $

PROPOSED AVERAGE COST
PER TRIP $ $ $ $ $ $ $ $
Form 1-E: COST PROPOSAL - DAR/Para Per Trip (Optional)
ATTACHMENT 2 2

3 ATTACHMENT 3
FORM 3
Proposal Check Sheet
Explain in detail any NO answers. Attach additional pages to the form if necessary.

General Requirements
Have you completed and enclosed the Cost Proposal (Form 1)? Yes No
Have you completed and enclosed the Proposal Letter (Form 2)? Yes No Have you completed and enclosed the Proposal Check Sheet (Form 3)? Yes No
Have you enclosed all required Attachments, Forms, etc.? Yes No
Have you enclosed at least three current client references? Yes No
Have you enclosed at least one previous client reference? Yes No
Have you included your Certification Regarding Lobbying? Yes No
Have you included your False Claims Act Certification?
Yes No
Have you included your Civil Litigation Certification?
Yes No
Have you included your DBE Certifications, if applicable? Yes No
Does your company currently possess a business license for the City of El Monte? Yes No
Does your company currently provide transportation service to El Monte Residents? Yes No
Does your company have previous experience in providing transportation service to El Monte resident? Yes No
Operations Facility
Is your operations facility located in the El Monte service area? Yes No
Have you provided the address and complete description of your proposed operations facility? Yes No
Have you provided a list of all other operations provided from the proposed operations facility? Yes No
Recruiting & Training
Do all of your drivers receive 80 hours of classroom instruction and operation training? Yes No
Does your company employ a full-time training staff?
Yes No
Does your company employ a full-time driver recruiter?
Yes No