&1J4~ - City of Glendale

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City of Glendale
(' • A minimum of eight hours of in-service riding
• A minimum of twenty hours per year of refresher training
• Applicable retraining as needed (e.g., infractions).
· Customer Service Representative Training
G&S will provide a professionally administered training program for our Customer Service
Representative (Reservationist) staff that will include the following:
• On-the-job training with an experienced CSR
• Understanding of franchise policies and procedures for service
• Extensive knowledge of service area street network and regional boundaries
• Map reading
• Training on:
o proper telephone etiquette
o how to deal with abusive or difficult callers
• Sensitivity training which teaches disability awareness and communication skills with
disabled individuals
• In-service riding
• Annual refresher training
• Applicable retraining for repeated and accumulated minor infractions
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Drug & Alcohol Testing
G&S has a drug testing program in place in aU of its existing taxicab operations that meets the
requirements of CALIFORNIA GOVERNMENT CODE Section 53075.5 (b)(3). A reprint of the Code
and a copy of our cu rrent testing policy for our Southland Transit operation is included in Exhibit 9.
Tllis policy is fully implemented for G&S Transit Management, Inc. dba City Cab.
Training Programs
Overview
o ..• ,
Initial perceptions are generally lasting impressions. Consequently, G&S places a great deal of
impo~i3nce on the image projected by its team, and the quality-and professionalism exhibited by
individuals involved in the training process. Ultimate responsibility for overall team and training
matters will rest with the General Manager. His involvement in the management and training
program is the City's assurance til at the team for this service will possess the highest degree of
knowledge and expertise possible for all transportation needs. ~9-fety is G.§.S's first c.qQ~.l!1~lIQP.lrL
planning, implementing and monitoring service delivery to its customers. Trainers regularly attend
additional education opportunities. Tr.ainers attend the National Safety Council and Transportati9J1
Safety Institute programs. '. ----.--~--- ------
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One of the key elemen·ts in our operating procedures is the concern our operators have for the
safety and comfort of our passengers. Since concern is difficult to teach - concern is "recruited,"
then we teach the techniques of translating concern to caring. Safety is also difficult to· train - we
recruIt people who "think safety" and then train them in the proper techniques necessary to safely
operate our vehicles. Drivers must participate in operator training programs conducted by G&S's
staff of certified instructors. Regardless of prior experience, all drivers undergo orientation and
G&S Transit Management, Inc. Page 41