Scope of Services/ Specifications

1. Background:

The Contractor shall assist the Water Division with enforcement and education of the watering restrictions. Contractor staff shall patrol residential and commercial properties of unincorporated Orange County according to the program goals of Orange County Utilities Water Division. In addition to patrolling for watering violations, Contractor staff shall be available to assist customers in resetting timers, performing irrigation consultations, running wet checks to evaluate system performance, and responding to high usage reports. The work location is the Orange County Utilities Administration Building, 9150 Curry Ford Road, Orlando, FL 32825 and patrolling will start and end at that location.

Orange County Water Conservation Ordinance No. 2010-02 prohibits irrigation to specific days based on address and customer type and prohibits watering between 10:00 a.m. and 4:00 p.m. Watering is restricted to prescribed watering days based on the time of the year. A customer’s account is issued a warning for the first watering violation. For each subsequent violation, accounts are issued a $25 fine per occurrence. Customers may appeal each violation and present their case to a Hearing Officer by submitting an appeal and paying a $25 hearing fee. The goal of the program is focused on education rather than punitive enforcement of the ordinance.

2. General:

a) The Contractor shall provide the necessary personnel, equipment, and transportation to assist the Orange County Utilities Water Division with enforcing and educating customers on the Water Conservation Rules.

b) The Contractor shall patrol residential and commercial areas in unincorporated Orange County seven (7) days a week, during both day and evening hours, to monitor watering restriction violations and educate non-compliant customers.

c) Patroller schedules should be focused on the non-watering hours from 4 PM to 10 AM. No regular patrol schedules should be outside of these hours. Shifts may start or end according to travel time, violation documentation, and training etc. per the discretion of the Contractor. No fewer than 5,200 patroller hours shall be billed annually outside these shift hours without the prior written authorization of the Program Manager.

d) The Contractor shall provide irrigation controller education, resetting controllers where appropriate, identifying broken sprinkler heads and excessive watering, and speaking directly with customers about the violations and steps needed to comply. The Contractor shall deliver a door hanger notice with irrigation restriction and conservation information.

e) The Contractor shall submit all violation forms for database entry on a daily basis, take photographs of all violations as they occur, conduct follow-up visits within two (2) business day, and record the dates of any new sod or landscape installations when notified by the customer.

f) The Contractor shall implement quality control measures for all services provided under the contract within thirty (30) days of the contract and as new patrollers are hired. This includes conducting ride-alongs, offering in-office coaching to ensure timely and efficient downloading of photographs, data input, and completion of weekly/monthly reports.

g) The Water Division Program Coordinator will schedule a monthly meeting that will occur on or before the fifteenth (15th) of each month and will include the Program Manager and Field Supervisor. The purpose of the meeting is to review monthly reports and set goals and expectations for the upcoming month.

h) The Contractor shall enter all customer data into the workflow software daily and reports will be provided by the eighth (8th) of the month for the previous month to County staff. The collected data is the property of Orange County and shall not be shared or sold to any third party. Additional duties within the scope of the contract may be required based on the needs of the County. The Contractor's work schedule may be altered or revised at the County's discretion. The Contractor shall provide the required reports and other deliverables to the Water Division as described. Working hours may be revised based on the needs of the Water Division.

3. Contractor Responsibilities:

A. The Contractor shall provide:

1. One (1) Program Manager

2. One (1) full time Field Supervisor

3. Field Patrollers and Irrigation Technicians (in an appropriate number to cover the hours required)

4. One (1) full-time Administrative Support person

5. Cell phones for Field Supervisor, cellular phones for Field Patrollers and Irrigation Technicians, emergency twenty-four-hour phone number and contact person.

6. Patrol vehicles with GPS tracking systems with county issued signage only

B. All Contractor employees shall undergo pre-employment drug screening and background checks at the Contractor’s expense. Requirements are as follows:

1. LEVEL 1 (Past 5 years)

Identification Verification Selective Service Status (registered/unregistered) FDLE Automated Criminal Record – NOT performed when ordering a LEVEL II check Clerk of the Courts by County of Residence State Attorney’s Office Employment Verification DMV by State of Residence Military Service Verification Professional License & Certification Check

2. Drug Screen – Five Panel

Amphetamines Cocaine Metabolites Marijuana Metabolites Opiate Metabolites Phencyclidine

Background checks and drug screens shall be released to an authorized County representative who will be identified after the contract award.

C. Ensure all employees’ billed hours (excluding the Program Manager) are tracked with a time clock system either electronically or manually to be submitted with invoicing.

D. The Contractor shall provide the following training:

1) Training on the watering restriction program for the Field Patrollers/Irrigation Technicians, Field Supervisor, and Administrative Support personnel.

2) The Contractor shall ensure the Field Supervisor and Irrigation Technicians have an Irrigation Service Technician Certification through the Florida Nursery, Growers and Landscape Association (FNGLA) and provide a copy of the certification to County staff after award.

E. The Contractor shall ensure that all mileage billed originates from the County designated facility and is only used for contract purposes.

F. A summary report for the previous month’s services, in a format that the County can access, shall be completed by the eighth (8th)of each month and shall include the following:

1) Total number of violations including the County Commission District in which the violation occurred

2) Number of irrigation controller resets performed

3) Number of irrigation consultations performed

4) Number of non-violation customer visits

5) Number of broken sprinkler head letters

6) Number of first-time violations vs. repeat violations

7) Type and quantity of phone calls received

G. The Contractor shall provide staff to patrol and write-up watering violations, enter data in a database, prepare reports and set irrigation controllers.

H. The Contractor shall provide professionally certified staff to perform irrigation consultations, system wet-checks, and irrigation system inspections. The FNGLA Certified Landscaper Irrigation Service Technician (FCLIST) certification or its equivalent shall be required for these staff.

I. The Contractor shall provide an invoice by the fifth (5th) of each month for the previous month, including hours worked (to include time sheets), routes patrolled and mileage. The invoice should include a billing worksheet with totals clearly listed.

J. The Contractor shall ensure that staff completes weekly timesheets that list areas patrolled. The Contractor shall ensure that the Water Watch supervisor and patrollers deduct lunch and/or dinner breaks as required by law from billable hours. The Contractor shall ensure the Water Watch supervisor and patrollers only list travel time to and from the Water Watch office on timesheets. The patrollers shall also list the areas patrolled daily. The Contractor shall use a time tracking system to verify hours billed. This supporting documentation shall be provided monthly with the contractor invoice.

K. All Contractor employees shall have a valid driver’s license, clean driving record, and customer service experience.

L. Contractors shall not promote non-county business on county time.

M. Staff will not be paid for breakfast, lunch or dinner breaks.

N. As rules and/or ordinances change, modifications in the task distribution of the Contractor may occur.

4. County Responsibilities

A. The County shall provide:

1) The Water Watch Supervisor with the required patrol area routes

2) Office space for personnel will be located at the County designated facility

3) Telephone, postage, computer and printer, fax machine, training facility, Water Watch irrigation conservation materials and educational enforcement notices

4) Water Watch logo short sleeve shirts – Two shirts will be distributed per patroller. All shirts shall be turned in if employment is terminated

5) County-provided photo identification badges

6) County owned Digital cameras with cards

7) Water Watch signs to be placed on vehicles during hours of patrol (these must be taken off when vehicles are not being used for county business)

B. The County shall provide the following training:

1) Use of county equipment.

2) Use of the customer service database

3) Use of Orange County Property Appraiser website

4) Orange County Utilities Irrigation Ordinance enforcement procedures

5) Use of Conservate Track, a cloud-based database water conservation tracking tool for the input and management of cases

C. Issuance of Orders:

The County will issue service orders directly to the Program Manager. The Contractor is solely responsible for supervising personnel providing services under the contract. County staff will not manage or supervise the Contractor's personnel.

5. Deliverables Schedule:

A. Next Business Day

1) Input violations issued into database

2) Download, record and label photographs taken in support of violation notices

3) Add documentation and results based on irrigation consultations

B. Monthly

Submit written reports by the eight (8th) of the month for the previous month. Reports shall indicate the types and quantities of phone calls received by the Contractor such as questions regarding watering violations, requests for water restriction information and irrigation controller resets.

Monthly report shall include:

1) Total number of violations including what County Commission District they occurred

2) Number of irrigation controller resets performed

3) Number of non-violation customer visits

4) Number of broken sprinkler head letters

5) Type and quantity of phone calls received

6) Number of irrigation consultations (including wet checks)

7) Submit a monthly invoice detailing hours worked by position and mileage incurred.

C. As needed

1) The Contractor shall update patrol routes at the direction of the Program Coordinator when subdivisions are added or deleted to the Orange County Utilities water service area.

2) When a patroller is unable to enter gated subdivisions because codes have been changed, the Contractor shall work with the subdivision management to update subdivision security gate access code listing. Resolution to gate code access shall be completed by the next scheduled patrol.

3) Record receipts/correspondence from customers indicating they have installed new sod or landscaping, applied a chemical application and those who irrigate using reclaimed water.

4) Obtain additional information and complete other reports as requested by County staff or as regulations may change.

6. Job Summaries, Duties, and Responsibilities

Program Manager A. Job Summary:

1) The County will issue orders for services directly to the Contractor or Contractor’s authorized representative.

2) The Program Manager shall be the official liaison between the contractor and Orange County Utilities.

3) The Contractor shall be solely responsible for the supervision of contract personnel providing services under the contract.

4) County staff shall not be involved in the management and/or supervision of Contractor personnel. The Program Manager shall provide oversite to the onsite personnel.

5) The Program Manager shall be responsible for overseeing the work of the Field Supervisor, patrollers and the administrative support.

6) The Contractor shall submit a monthly invoice by the fifth (5th) of each month to the Water Division staff that includes the previous month’s timesheets; a worksheet that summarizes all staff hours worked; and mileage. To ensure timely processing of the invoice, the Program Manager will be available to answer invoice questions.

7) The Program Manager shall participate onsite in the monthly one-hour meeting as described in section 2.

Field Supervisor:

A. Job Summary:

The Fiel Supervisor shall:

1) Patrol residential and commercial properties within the Utilities’ service area to identify watering violations.

2) Educate customers on watering restriction requirements, adjust and reset irrigation controllers, and distribute conservation materials in a courteous manner.

3) Supervise the patrol staff on a day-to-day basis.

4) Provide information and assistance to clerical staff for the weekly program reports. The work location will start at the Orange County Utilities Administration Building, 9150 Curry Ford Road, Orlando, FL 32825.

5) The Water Watch Field Supervisor and staff who perform irrigation inspections and timer resets must hold a current professional irrigation certification from an accredited organization such as the Florida Nursery Growers and Landscape Association (FNGLA Certified Landscape Irrigation Service Technician) or an equivalent certification. This certification is required, and proof of the certification must be provided to Orange County Utilities upon request.

6) The Water Watch Field Supervisor must spend at least 50% of their time in the field, carrying out duties such as timer resets, following up on customer issues, delivering violation notifications and surveying new subdivisions to be incorporated into patrolling routes during Orange County’s core business hours Monday- Friday.

B. Duties and Responsibilities:

1) Monitor the mandatory watering restriction program and perform irrigation controller resets.

2) Assist in problem solving for irrigation controller resets and watering violations.

3) Instruct all staff to complete violation door hangers, timesheets, and other documentation legibly. Submit the monthly invoice by the 5th of each month, including the previous month's timesheets and a worksheet that summarizes the total staff hours worked and mileage.

4) Ensure monthly summary reports are submitted to Water Division staff by the eighth (8th) of each month for the previous month.

5) Supervise day-to-day operations of the program.

6) Compile all patrol paperwork and provide training to clerical staff on report preparation.

7) Patrol commercial and residential areas in the Utilities’ service area.

8) Assist in field training of patrol personnel.

9) Assign field patrollers to designated routes to meet patrolling requirements. Maintain a record of all current routes. Develop and document new routes as needed. On the designated calendar, track daily the routes patrolled, including the patroller for each shift and the times patrolled. Also note the County Commission District for each route.

10) Reset irrigation controllers and record the reset details in the database.

11) Accurately record the street name, date, and time of each violation on the violation forms.

12) Distribute the door hanger notices on the same day.

13) Photograph all violations. Maintain a daily summary log. Indicate the County Commission District on the door hanger notices.

14) Complete a door hanger notice for all follow-up visits such as when a controller reset is completed. Complete tracking forms daily.

15) Research common area ownership, address and parcel ID numbers.

16) Prepare for and attend appeal hearings as required.

17) The field supervisor must educate customers on proper watering guidelines, reset irrigation controllers, and provide conservation materials to those found in violation.

18) Address customer inquiries and concerns within 24 hours, whether by phone, in person, email, or any other method specified by Utilities staff.

19) Maintain updated lists of the following: gate access codes, customers with new sod or landscaping, properties where chemical applications occur, and properties using reclaimed water.

20) Complete daily timesheets detailing your general duties and patrol areas. Mileage will be reimbursed only from the designated Utilities facility.

21) Perform all duties in a professional and courteous manner, providing customer service that meets the Water Division's requirements.

C. Qualifications:

1. Proficient in the English and Spanish languages

2. College preferred

3. Clean driving record for the past 24 months

4. Prior supervisory experience

5. Ability to work independently with minimal supervision

6. Experience completing irrigation controller resets

7. Ability to pass a drug test and background check

8. Excellent communication, organizational, and writing skills

9. Proficiency in computer software such as Excel and other databases

10. FNGLA Certified Landscape Irrigation Service Technician (FCLIST) certification

Field Patrollers/Irrigation Technicians:

D. Job Summary:

1) Perform the task of patrolling commercial and residential properties and subdivision common areas within the County’s water service area to identify watering violations during day and evening hours seven days a week.

2) Provide proper restriction education and conservation materials to irrigation violators in a prompt and courteous manner.

3) Field patrollers shall report for their shift to the County designated facility.

4) Irrigation Technicians will assist customers in resetting timers, performing irrigation consultations, running wet checks to evaluate system performance, and responding to high usage reports.

E. Duties and Responsibilities:

1) Patrol commercial, residential and common areas in the County service areas as directed by the Field Supervisor.

2) Operate vehicle in accordance with traffic laws.

3) Record street name, date, time of violation, type of violation and location of sprinkler head in use on violations tracking sheet.

4) Complete a door hanger notice for all follow-up visits for distribution in within (24) twenty-four hours, Monday through Friday. The County Commission District number shall be listed on door hanger notices.

5) Educate customers about watering guidelines and provide conservation materials to violators.

6) Perform duties in a professional and courteous manner. Provide customer service that meets the Water Division requirements.

7) Submit completed handwritten paperwork and documentation to Field Supervisor daily.

8) Photograph all violations.

9) Assist customers and answer questions in an efficient and helpful manner.

10) Complete timesheets in a legible manner to include the times each area is patrolled and the specific area patrolled.

11) Mileage shall start and end from only the Utilities’ designated facility. Breaks are required according to fair labor act regulations. No shift breaks shall be billed to the county.

12) Working hours may be revised based on the needs of the Water Division.

13) Patrolling and Irrigation Technician hours shall be tracked to make sure that the contract does not exceed the contracted total number of hours per year, per the five-year Fee Schedule.

14) The distribution of Field Patroller/Irrigation Technician hours may be adjusted monthly in response to the County and Contractor meeting to reach the Program goals.

15) When the County amends the irrigation restriction ordinance to include reclaimed water these new areas will be added to the patrol schedule.

16) New subdivisions that get built out and come on-line shall be identified by the Field Supervisor who shall work with Orange County Utilities to add them to the patrol routes as necessary.

17) Patroller schedules should be focused on the non-watering hours from 4 PM to 10 AM. No regular patrol schedules should be outside of these hours. Shifts may start or end according to travel time, violation documentation, and training etc. per the discretion of the Contractor. No fewer than 5,200 patroller hours shall be billed annually outside these shift hours without the prior written authorization of the Program Manager.

18) Daytime schedules should only be scheduled with trained and certified irrigation technicians.

19) To improve water resource management, patroller duties may be modified due to the use of technology such as Advanced Meter Infrastructure (AMI), or smart meters, which will allow the Utility to remotely monitor and track water usage instead of sending out meter readers. When the process is established, a transition plan will be initiated and adequate notice regarding the start date will be given to the Contractor. When this occurs patrollers may need to be transitioned into Irrigation Technician hours, this would occur by amendment to the contract.

F. Qualifications:

1. High School Diploma or GED

2. Clear driving record for past 24 months

3. Customer service background

4. Ability to complete tasks with minimal supervision

5. Strong communication, organizational and writing skills

6. Passing drug test and background check

7. FNGLA FCLIST or equivalent certification for Irrigation Technicians within three (3) months of hire

Administrative Support

G. Job Summary:

1) Provide timely and efficient administrative and clerical support for the watering restriction program and irrigation controller reset service.

2) Perform all administrative functions at the designated Orange County Utilities Administration Building, 9150 Curry Ford Road, during core business hours (7:00am-6:00pm), Monday through Friday.

H. Duties and Responsibilities:

1) Enter watering violation information, irrigation controller resets, new sod receipts, follow-up visits, and other entries as directed. Complete database queries to retrieve the number of violations, irrigation controller resets, and related data for specific time periods or areas.

2) Complete and email the previous month's Water Division report to staff by the eighth (8th) of each month,. The report shall include:

a) The total number of violations, listed by County Commission District

b) The number of irrigation controller resets performed

c) The number of non-violation customer visits

d) The number of broken sprinkler heads

e) The type and quantity of phone calls received

3) Download and review the photographs taken by the patrollers. Adjust the lighting in the photos if necessary. Rename each photo to clearly indicate the address, date, and time of the violation. Organize and file the violation notices and related correspondence in a structured manner.

4) Be trained in using the Utilities customer service database (CC&B), ConserveTrack, Water Call Tracker and other databases where necessary.

5) Maintain updated lists that include gate access codes, customers with new sod or landscaping, chemical application details, properties using reclaimed water, and any other information required by the Water Division staff.

I. Qualifications:

1) English and Spanish language ability preferred

2) High School graduate or GED

3) Clear driving record for the past 24 months

4) Customer service background

5) Ability to complete tasks with minimal supervision in a timely manner

6) Strong communication, organization and writing skills

7) Passing drug tests and background check

8) Type a minimum of 45 words per minute

9) Computer knowledge in MS Word and Excel