RFP 88-26 - Attachment A - Scope of Work.docx

MASSACHUSETTS BAY TRANSPORTATION AUTHORITY

Attachment A – Section 2.0 SCOPE OF WORK

RFP: 88-26

COMMBUYS # BD-26-1206-MBTA-MBTA-130845

THE RIDE’S PARATRANSIT DEDICATED SERVICE PROVIDERS

Date Issued: June 24, 2026

TABLE OF CONTENTS

CONTRACT OVERSIGHT

1.1 INTERACTION CADENCE

1.1.1 Real-Time Communications

The Contractor shall be in constant, real-time communication during the hours of operations (and off hours as necessary) with TRAC and the MBTA. The Contractor shall maintain an up-to-date list of key points of contact and back-ups across each of the operational areas of service and distribute the list to TRAC and the MBTA. The Contractor shall proactively communicate any changes that may impact system performance to allow TRAC sufficient time to make necessary adjustments.

1.1.2 Weekly Mobilization and Transition Status Meetings

During the Mobilization and Transition Period, the Contractor shall host a weekly status meeting with the MBTA to review mobilization and transition progress and discuss any issues and proposed solutions. The Contractor will provide weekly status updates on Vehicle Operator recruitment and hiring progress.

1.1.3 Weekly Operations & Service Planning Meetings

The Contractor shall attend a weekly operations meeting hosted by TRAC, consisting of the MBTA, TRAC, Service Providers, and any other necessary vendors associated with The RIDE. This meeting is intended to analyze and report on operational performance, raise issues and concerns, solve any day-to-day operations challenges, and plan for the week ahead with respect to demand planning and staffing. All action items will be assigned to the appropriate party and reviewed at the next weekly operations meeting.

1.1.4 Biweekly Service Provider Status Meetings:

After the transition process is complete, the Contractor shall attend a service provider status meeting every other week with the MBTA to review operational performance, discuss issues and concerns, perform root cause analyses, and determine any corrective steps needed.

1.1.5 Monthly Safety Leadership Meetings:

On a monthly basis, the MBTA will host DSP Safety Leadership, MBTA Safety, and TRAC to review top safety complaints from the prior month, safety reminders, safety incidents, and step discipline for Vehicle Operator safety infractions.

1.1.6 Quarterly Business Reviews (QBR):

The MBTA will host quarterly business reviews between the Contractor and the MBTA, for which the Contractor will prepare a Quarterly Business Review presentation (Section 9.5.2 Quarterly Business Review Report). The QBR will review the prior quarter’s performance based on operational, financial, and safety metrics and Vehicle Operator performance monitoring, as well as set priorities for the coming quarter and discuss any upcoming major initiatives. The Contractor’s site and corporate leadership shall attend the quarterly business reviews. QBRs will take place at the end of the first month or beginning of the second month of the following quarter.

1.1.7 Quarterly RIDE System Performance Reviews (QRSPR)

Each quarter, the MBTA shall host a meeting to be attended by the MBTA, TRAC, and Dedicated Service Providers with the intent of finalizing decisions on the application of incentives or the assessment of, or forgiveness of penalties from the prior quarter (Section 14.2 Quarterly Penalties). The MBTA recognizes that no contractor can perform without fault, and the Authority wishes to give the contractors reasonable time to fix problems. In deciding on the final disposition of penalties, the MBTA will use a data-driven process that sets clear standards for performance while simultaneously allowing for an honest discussion between the MBTA and contractors around the causes and responsibility for both under- and above-average performance. The MBTA will take into consideration the scope, magnitude, and sincerity of contractor remediation efforts. The Quarterly Performance Review shall be the final opportunity for all contractors to make their cases to the MBTA regarding responsibility for and causes of performance that quarter. QRSPRs will take place at the end of the second month of the following quarter.

1.1.8 Quarterly All-Contractor Meetings (QACM)

The Contractor shall attend quarterly meetings consisting of site leadership from the MBTA, TRAC, Service Providers, and other external vendors to align operational performance, address escalated concerns, and review strategic direction for The RIDE for the upcoming quarter. All action items will be assigned to the appropriate party and reviewed at the next quarterly meeting. QACMs are intended to be in-person may rotate among vendor locations. QACMs will be held in the third month of the quarter, looking ahead to the upcoming quarter.

1.1.9 Annual Safety Reviews

The Contractor’s General Manager and its Safety Representatives shall attend annual meetings with the MBTA Chief Safety Officer (CSO) or their designee(s) to review the Operator Safety Compliance Plan (Section 7.2 Operator Safety Compliance Plan), discuss any safety concerns, and plan any adjustments for the coming year. MBTA Safety may request to meet more frequently, following the review of the Quarterly Safety Report, should the need arise.

1.1.10 DSP Shared Learning Roundtable

Periodically, the MBTA will bring together all DSP Contractors to facilitate the sharing of best practices, case studies, problem areas, etc. across the providers to encourage collaboration and mutual improvement. The MBTA will encourage and assist Contractors in identifying topics or issues beneficial for the group (e.g. maintenance, labor relations, hiring, etc.) to bring to the meeting.

1.1.11 Ad-Hoc Meetings

The Contractor shall schedule and conduct meetings with the MBTA and/or other parties as necessary.

Table 2.1 – Interaction Cadence

1.2 MBTA MONITORING AND INSPECTION

The MBTA shall monitor and inspect the Contractor’s overall operations and its facilities, vehicles, reports, and records.

The Contractor shall provide continuous, unfettered access to vehicles and facilities for MBTA officials, its contractors, and designees, with or without a Contractor escort, for the purpose of audits, inspections, investigations, tests, assessments, or other similar activity. In the event an escort is required, the Contractor shall bear all costs.

The Contractor shall provide full cooperation, support, and access to the MBTA for the following oversight and quality assurance functions including, but not limited to:

0. Scheduled or unscheduled field observations;

Monitoring Pull-outs, Vehicle Operator’s work, and compliance to policies;

Conducting full vehicle inspections;

Monitoring staffing levels;

Visiting training programs;

Monitoring preventative maintenance, repairs, and vehicle inspections;

Reviewing all records and data related to the performance of this Contract; and Safety oversight, including safety audits for vehicles and facilities, fitness for duty checks, and Drug and Alcohol testing.

The MBTA reserves the right to change or revise any requirements related to its monitoring and inspection.

At any time during the course of this Contract, MBTA may implement Customer Satisfaction surveys or a mystery shopper program to measure customer satisfaction and monitor Contractor compliance and Vehicle Operator behavior.

1.3 COMPLAINT HANDLING

The MBTA monitors customer feedback on an on-going basis, including tracking the number and resolution of complaints for each Contractor.

The MBTA shall be responsible for taking all service complaints and assigning each issue to the appropriate Service Provider for response. If the Contractor receives a complaint directly from a customer, the Contractor shall not take the complaint and instead shall notify customers that their complaints must be filed with the MBTA to ensure that they are fully addressed.

For any issues MBTA assigns to the Contractor, the Contractor shall ensure expeditious investigation and equitable resolution of all complaints. Contractor shall resolve all complaints within ten (10) calendar days of the complaint being filed. The MBTA must provide approval to complaint resolutions and responses prior to any customer communication. Full complaint policy and procedures can be found in RID C: Complaints Procedures.

1.4 PUBLIC OUTREACH

The MBTA will communicate with the media, approve and convene all public meetings, and approve all content distributed to the public.

The Contractor shall not engage in any publicity regarding The RIDE without prior written approval of the MBTA, and shall not communicate with the print, television, radio or electronic media without the prior, express written approval of the MBTA. All inquiries from the press, local, state and federal agencies; or public interest or private for-profit or non-profit interest groups directed to the Contractor shall be redirected to the MBTA.

The Contractor is prohibited from conducting eligibility outreach or marketing of The RIDE service except as specifically authorized by the MBTA.

The Contractor shall participate in public outreach and meetings as requested by the MBTA. The Contractor shall make available appropriate staff for these activities, as requested by the MBTA. Meetings may take place during regular work hours, evenings, or weekends.

Contractor shall attend Riders’ Transportation Access Group (RTAG) community engagement meetings as requested by the MBTA. RTAG reviews and comments on MBTA programs; it comprises MBTA users, advocates and representatives of disability advocacy groups, and agencies.

MANAGEMENT AND STAFFING

1.5 GENERAL REQUIREMENTS

It is the Contractor’s responsibility to manage operations effectively and to ensure that it is fully staffed by qualified and trained personnel who meet the requirements of this Scope of Work and who are authorized and empowered to carry out their duties effectively. If at any time the Contractor’s staff or organization are not performing in this manner, it shall be the Contractor’s responsibility to identify the causes of these deficiencies and to fix these problems, without the MBTA having to direct such action.

The Contractor’s management team and staff shall use data-driven analytics and decision-making to ensure that a management culture embracing continuous improvement is the standard within their organization. Furthermore, the MBTA expects that the Contractor will maintain open and continuous communication with TRAC and MBTA staff and will work collaboratively with these stakeholders to ensure the best performance achievable.

The Contractor shall provide an experienced and high-quality workforce that is highly motivated and understands the service area and the region’s transportation network.

The Contractor shall ensure that its personnel present themselves and carry out their functions in a highly professional manner, befitting their role as customer service representatives and ambassadors of The RIDE. The Contractor shall ensure a positive public perception of the MBTA and The RIDE and utilize best practices and guidelines for customer service.

The Contractor shall be responsible for the compliance of subcontractor staff with the requirements of this Contract, if the Contractor chooses to use subcontractors, including companies and independent contractors, to fulfill any of the requirements of this Contract.

The Contractor shall make corporate support available for the life of the Contract, on-site if necessary, in such amount and frequency as is required to meet the needs of the business, including project visits and touchpoints on regular intervals or when new initiatives are introduced that may impact reporting, workflow, or process. In the event the Contractor’s, or its subcontractor’s, operational metrics trend in a negative way, or service levels are not being met, corporate support shall be available remotely or, if needed, on-site to remedy.

The Contractor shall support all on-going and future initiatives to improve service with the Contractor’s onsite and corporate resources.

1.6 STAFFING

The Contractor shall provide a sufficient number of qualified and properly trained staff at all times necessary to perform all Contractor responsibilities, including sufficient support staff for miscellaneous administrative tasks. The Contractor shall provide sufficient supervisors at all levels to ensure effective oversight of all staff. If the MBTA, in its sole discretion, determines the Contractor’s staffing levels to be insufficient at any point in time, the MBTA reserves the right to require adjustments as necessary.

The Contractor shall conduct a background check for all employees, at a minimum including the following:

0. Social Security Number verification Employment look back – 5 years Education verification, if required Criminal Offender Record Information (CORI) information related to misdemeanor records, felony conviction records and records of all criminal court appearances in Massachusetts. The CORI shall be inclusive of a Level II Sex Offenders Registry check. When reviewing a CORI report containing a criminal conviction(s), the Contractor shall make a determination concerning the status of the candidate for employment, promotion, or transfer according to the General Guidelines and Specific Guidelines outlined in RID D: Pre-Employment Requirements. If a candidate passes, the front page of the CORI report is printed and added to employee file. If report reveals potential disqualifiers, candidate is notified and given an opportunity to remedy.

Out of State criminal background check – if the candidate or employee has less than 7 years of residency in Massachusetts National Criminal history search for the past 7 years, including a check through the Office of Foreign Assets Control (OFAC) for Specially Designated Nationals (SDNs) Any Contractor employee with a history that includes a felony conviction, any conviction for theft, or who appears otherwise unsuitable to perform this work at any point during the Term of this Agreement or any extensions thereof, shall not be assigned by the Contractor to perform work under this Agreement.

The MBTA may, in its sole discretion, augment these requirements by requiring the Contractor to perform additional background checks, or by asking the MBTA Transit Police to do so, in which the MBTA shall promptly notify the Contractor in writing of any such action and subsequent findings.

1.7 KEY PERSONNEL

Key Personnel for this Contract shall include the General Manager, Safety Manager, Training Manager, Operations Manager, and Maintenance Manager. If a Contractor’s local team includes an Assistant General Manager (or similar position), that position will be considered Key Personnel.

For Key Personnel positions, the MBTA will entertain alternative combinations of roles and responsibilities that meet the overall requirements of the roles identified in Section 2.3.1. As an example, combining the Training Manager and Safety Manager may be considered. All staffing alternatives must be approved by the MBTA.

All Key Personnel shall be 100% dedicated to the performance of this Contract. No Key Personnel shall be employed by another RIDE Contractor or the MBTA during the term of this Contract.

The Contractor shall submit to the MBTA resumes and references for Key Personnel proposed to fill currently vacant positions or to replace existing Key Personnel. The MBTA may require interviews of these candidates. No substitution of Key Personnel will be allowed without the prior written approval of the MBTA, in its sole discretion. Any vacancy in a Key Personnel must be filled on an interim basis within two (2) business days and permanently filled within 90 calendar days. Key Personnel positions that remain vacant (without an interim) after two business days may not be billed to the MBTA.

The Contractor shall ensure that the MBTA is always apprised of the responsible management contact able to respond 24 hours a day to an emergency. The Contractor shall also provide the MBTA with the e-mail addresses, telephone numbers, and cellular phone numbers where the Key Personnel can be reached at any time outside of regular working hours.

Full job descriptions and minimum qualifications for Key Personnel can be found in Section 16 Appendix: Personnel Requirements.

1.8 OTHER PERSONNEL

Other Personnel includes any positions, excluding Key Personnel and Vehicle Operators, working on this Contract for the Contractor as defined by the Staffing Plan and organizational chart (Section 2.5 Staffing Plan). While the MBTA does not require specific positions for each of these roles, the Contractor is responsible for ensuring these key areas of responsibility are fully covered by the personnel outlined in the Contractor’s Staffing Plan as approved by the MBTA. These specific work areas include:

1. Human Resources Management

1. Fleet Administration and Coordination with MBTA

1. Technology Management

1. Vehicle Operator Supervision

1. Safety Supervision

1. Vehicle Maintenance

The full list of minimum specific responsibilities for each of these areas can be found in Section 16 Appendix: Personnel Requirements.

No substitution of Other Personnel will be allowed without the prior written approval of the MBTA, in its sole discretion. Any vacancy in Other Personnel must be permanently filled within 90 calendar days.

1.9 STAFFING PLAN

It is the Contractor’s sole responsibility to determine their staffing needs to fulfill this scope of work. To that end, the Contractor shall develop and maintain a Staffing Plan for this Contract and ensure it is kept up-to-date. Any modifications or changes to the Staffing Plan shall not be effective until the MBTA reviews and approves the changes.

The Contractor shall present its final Staffing Plan for the MBTA’s approval per the Mobilization and Transition Timeline (Section 11.4). The Contractor shall justify and demonstrate the advantages of its plan to the MBTA prior to the MBTA’s approval.

The Contractor shall plan for the recruitment and training of staff to ensure the continuity and engagement of an effective workforce. The Contractor shall employ best practices in maintaining a high-quality approach to employee recruitment, hiring, retention, and engagement to minimize staff turnover and ensure a harmonious workplace, including hiring, training, supervision, compensation, work environment, and incentive and morale programs.

At a minimum, the Contractor’s Staffing Plan shall include:

0. Titles, headcount, average salary, and job descriptions for all positions Organizational chart, including all positions and RIDE facility locations Approach to employee recruitment, hiring, retention, and engagement:

1. Expected recruitment and onboarding pipelines Predicted wages and benefits for each job function and job level Predicted attrition rate and average recruiting and hiring timeline for each job level and job category Use of outside sourcing and recruiting agencies, as necessary Employee engagement, recognition, and team-building activities Bonus and performance structure, if relevant Employee career ladders and pathways for advancement (e.g. additional financial benefits, increased responsibility, other career and development support, etc.)

1.10 CONTRACTOR’S CODE OF CONDUCT

The Contractor shall develop a business code of conduct (Contractor’s Code of Conduct) for its employees.

Upon the MBTA’s approval of the Contractor’s Code of Conduct, the Contractor shall implement the Contractor’s Code of Conduct and advise the MBTA immediately of any violations and actions to be taken by the Contractor with respect to the violation.

The MBTA reserves the right to require updates to the Code of Conduct at any time during the life of the Contract. Any updates to the Code of Conduct must be submitted to the MBTA for final approval.

1.11 STANDARD OPERATING PROCEDURES

The Contractor shall develop, maintain, and enhance all SOPs as written, formalized documents. It shall be the Contractor’s responsibility to ensure that their SOPs do not conflict with the MBTA’s rules or policies. The Contractor shall submit for MBTA review any SOP drafts or changes prior to implementation.

The Contractor shall manage SOPs through a digital centralized repository with assigned roles and responsibilities for maintaining content and improving content quality and consistency. The Contractor shall ensure that the SOPs are available to its employees and the MBTA at all times.

1.12 LABOR AGREEMENTS

If the Contractor enters into any Collective Bargaining Agreements (CBAs) or other labor agreements, the Contractor shall submit a copy, and any changes or updates, to the MBTA within 10 calendar days of the agreement execution date or any subsequent changes. To the extent permitted by law, Contractor shall also ensure that the terms of any CBA entered into during the term of this Contract include appropriate provisions to avoid work stoppages or other activities that could cause disruption of any services required under this Contract.

1.13 DRUG AND ALCOHOL-FREE WORKPLACE REQUIREMENT

The Contractor and its employees shall comply with the MBTA Drug and Alcohol Policy set forth in RID E: MBTA Drug & Alcohol Policy. The Contractor’s employees who violate this policy are to be removed from this Contract and are not to be employed on another MBTA contract.

The Contractor, its employees, subcontractors, vendors, visitors, and volunteers are prohibited from using, possessing, selling or distributing any drugs, alcohol, controlled substances or other prohibited substances while on MBTA property or performing MBTA business. It is the responsibility of the Contractor to advise its employees of this requirement and to ensure that its employees meet its "fitness for duty" standard. Violators of this policy will not be allowed to remain on MBTA property or to continue conducting business for or with the MBTA. The Contractor shall assume and retain all liability arising from violation of this policy by its employees.

The Contractor’s Safety Sensitive Personnel shall successfully pass a drug and alcohol test prior to performing safety-sensitive duties and be entered in the random pool, in compliance with the requirements of Section 7.2.2.G Drug and Alcohol Program. The Contractor shall comply with all applicable health and safety laws and regulations.

1.14 THE MBTA’S RIGHT TO REMOVE PERSONNEL FROM CONTRACT

The MBTA acknowledges that the Contractor has the right and obligation to hire, train, and dismiss personnel to carry out the Contract requirements. However, the MBTA will bring to the Contractor’s attention any deficiencies in performance attributed to the Contractor’s personnel for the Contractor’s immediate corrective action.

The Contractor acknowledges that any person assigned to work under or in support of this Contract must perform their duties so as to not unduly impair Contract performance. By assigning a person to work under this Contract, the Contractor agrees to be fully responsible for the behavior of that person during Contract performance.

The Contractor’s personnel shall at all times be under the sole control and direction of the Contractor and shall not be considered for any reason to be employees of the MBTA. The Contractor assumes all liability for, and agrees to hold the MBTA harmless from, any claims or actions on behalf of the employee(s) and from third-parties related to actions by the Contractor’s employees.

The Contractor acknowledges that the MBTA has the right to require the removal of any personnel from performance of this Contract, should the MBTA determine that this is in the best interests of the Authority. The direction of such removal is not meant to suggest any change to the Contractor’s employer/employee relationship with the removed person. Furthermore, the Contractor agrees to hold the MBTA harmless from any repercussions resulting from the removal of any employee from The RIDE program.

1.15 PERSONNEL-RELATED REGULATORY COMPLIANCE

It shall be the Contractor’s responsibility to ensure that it is in compliance with all applicable federal, state, and local laws and regulations (including, but not limited to, Environmental Protection Agency (EPA), Occupational Safety and Health Administration (OSHA), United States Department of Transportation (US DOT), Americans with Disabilities Act (ADA), and Equal Employment Opportunity Commission (EEOC).

The Contractor shall act in full compliance with Title VI of the Civil Rights Act of 1964 and ensure that no person shall, on the grounds of race, color, or national origin, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program or activity. This shall include taking steps to provide meaningful access to programs and services for people with limited English proficiency.

1.16 BUSINESS CONTINUITY PLAN

In alignment with The RIDE’s and TRAC’s business continuity procedures, the Contractor shall establish, maintain, and implement a Business Continuity Plan aimed at minimizing the impact of a disruption on Contractor’s operations, customers, employees, and equipment needed for service. The Contractor shall submit the initial Business Continuity Plan as well as regular updates to the MBTA for final approval. The MBTA reserves the right to audit and review the plan and procedures periodically.

The Business Continuity Plan shall include, but not be limited to, disaster recovery, loss of critical personnel, documented recovery plans covering all areas of operations necessary to deliver MBTA services pursuant to this Contract, records protection, and testing plans.

The Business Continuity Plan shall ensure the seamless recovery from failure of the Contractor’s internet connection and/or the telecommunications systems.

The Business Continuity Plan shall address customer and employee safety, protection of equipment and continuity of paratransit operations.

Contractor shall conduct periodic tests of the Business Continuity Plan and its procedures, including at minimum annual tabletop exercises and monthly confirmation of backup system functionality.

1.17 INCLEMENT WEATHER AND STATE OF EMERGENCY

The Contractor shall provide services required under this Contract while the MBTA is providing fixed route service as scheduled. However, in the event that snow, rain or other weather, or the declaration of a State of Emergency, that may significantly impact the safe operation of vehicles at normal operating speeds, the MBTA and/or TRAC shall notify Contractor to make reductions in the provision of The RIDE’s services.

If weather conditions or natural disasters make service delivery unduly difficult and/or dangerous, the MBTA, in its sole discretion, may declare emergency status to temporarily reduce or suspend RIDE services by telephone and email authorization to the Contractor. The Contractor shall operate in emergency status as directed by the MBTA until the MBTA communicates that normal service delivery shall resume.

In the event of suspension of services, the MBTA and/or TRAC shall endeavor to contact customers. Contractor shall make available sufficient Service Hours to meet the demand for such completion of service and shall also undertake all means possible to reduce service and vehicles on the road in alignment with MBTA directives.

The MBTA shall be responsible for determining the end of any emergency status that results in a curtailing of service. The MBTA shall endeavor to provide the Contractor with sufficient notice in advance of this lifting of service reduction.

TRAINING

1.18 GENERAL REQUIREMENTS

The Contractor shall be responsible for all costs related to training and re-training of all its employees and its subcontractors.

The Contractors shall test all candidates, using written, oral, and observation-based test components, to ensure that they have retained knowledge of all essential elements of the curriculum, and demonstrate all skills necessary to perform their duties. Results of all test components demonstrating understanding and proficiency shall be retained and available for MBTA inspection, including a summary of all training taken, the date of such training, assessment results, and re-training courses and dates The Contractor shall create and maintain a central repository for all training materials and utilize a standard process for updating and maintaining the accuracy of training materials.

1.19 TRAINING PLAN

The Contractor shall develop, implement, and maintain a plan for initial training, testing, refresher and re-training, and regularly scheduled ongoing training (the “Training Plan”) that provides all personnel employed in providing service for this Contract the appropriate knowledge and current information to perform services required by the MBTA.

The Training Plan shall include the following items, at a minimum:

0. A training and retraining curriculum for each job function and level (Sections 3.3 Training for all Staff and 3.4 Training for Vehicle Operators and Operations Staff) indicating the hours, type, subject matter, and testing method of each training to be provided;

A new hire training plan to track performance metrics and provide feedback;

Copies of all materials to be used in the training, including learning materials, scripts, and SOPs;

Processes and systems to document and track training and re-training, both completed and those coming due;

Tests and evaluations to be used to ensure proficiency with all job duties with clear scoring criteria and retraining frequency, including topics and timelines (e.g., annual, semi-annual, and monthly, as needed); and Staff responsible for implementing the plan and providing the training.

1.20 TRAINING FOR ALL STAFF

The Contractor shall ensure all personnel receive training in the following areas:

0. Customer service;

Disability awareness and sensitivity including a module on Multiple Chemical Sensitivity (MCS);

Sexual/workplace harassment prevention;

Drug and alcohol awareness training;

The RIDE policies and procedures;

Applicable federal, state, local, and MBTA policies and procedures (including, but not limited to, EPA, OSHA, US DOT, ADA, and EEOC); and Job-specific tasks.

1.21 TRAINING FOR VEHICLE OPERATORS AND OPERATIONS STAFF

The Contractor will ensure that all Vehicle Operators receive adequate training to perform their duties.

The Contractor shall ensure all operations staff (including the General Manager, Operations Manager(s), Safety Supervisors, and Window Dispatchers) receive the Vehicle Operator training as identified below.

The Contractor shall ensure that all Vehicle Operators possess a complete understanding of The RIDE service, its policies and procedures, passenger needs, their duties and responsibilities, and all safety requirements.

Vehicle Operator training shall include all subject matter indicated in the Training for All Staff (Section 3.3 Training for All Staff), and the following additional subject matter, at minimum:

0. Forty hours of road observation;

De-escalation training;

Service area familiarization, including major roadways and landmarks;

All relevant Contractor SOPs (Section 2.7 Standard Operating Procedures) Customer assistance procedures;

Vehicle orientation;

Mobility device securement and familiarity with a wide range of mobility devices;

Drug and alcohol training for all Safety-Sensitive personnel;

Reasonable Suspicion training for all Safety-Sensitive supervisors;

Safety and defensive driving training;

Vehicle Operator conduct;

Accident and emergency procedures;

Certified emergency training (i.e., Red Cross or similar), including mouth to mouth resuscitation, using proper safety equipment, First Aid and personal safety, and Cardiopulmonary Resuscitation (CPR);

TMS software Driver Application;

Use of in-vehicle equipment and technology;

Map/atlas reading; and MBTA-approved Security and Emergency Preparedness Employee Training The MBTA has approved the Transit and Paratransit Company’s (TAPTCO) Paratransit Operator Development and the National Safety Council certification program. Comparable programs may be substituted only with prior approval from the MBTA.

The MBTA will ensure that initial training on the paratransit software and tablet applications is made available for the Contractor’s trainers in a “train-the-trainer" fashion. The Contractor shall be responsible for all subsequent training and re-training, and the ongoing training of new staff throughout the life of the Contract.

The Contractor shall document and provide re-training for existing Vehicle Operators that conveys the importance of the training information and materials to ensure Vehicle Operators retain the information.

The Contractor shall provide retraining on The RIDE policies and procedures, securement techniques, new mobility aids, customer assistance procedures, Vehicle Operator conduct, and defensive driving at least annually. Retraining for all other materials shall occur as specified by nationally certified programs.

The Contractor shall provide coaching and additional re-training, as needed, based on incidents, complaints and on-street observations.

The Contractor shall conduct all training and retraining programs outside of the Vehicle Operator’s regularly scheduled work week in order to avoid any service disruptions.

The Contractor shall retain all records in electronic format as permanent records. Records include, but are not limited to, training and retraining records, certifications, and forms.

The Contractor shall enforce the same Dress Code policy for trainees as for the Vehicle Operators (RID F: Vehicle Operator Policies).

VEHICLE OPERATIONS AND SUPERVISION

1.22 GENERAL REQUIREMENTS

The Contractor’s primary responsibility for this contract is to ensure that qualified, well-trained Vehicle Operators are available at the necessary times to provide paratransit service to MBTA Customers. These Vehicle Operators shall perform this service using agency-owned, contractor-maintained vehicles that are safe, clean, and in good operating condition. The Vehicle Operators will perform work as assigned by TRAC or the MBTA. The Contractor shall have the responsibility of monitoring the performance of the Vehicle Operators and vehicles throughout the day, working collaboratively with TRAC, to ensure that Vehicle Operators are performing well and that any vehicle problems or other service disruptions are responded to quickly and effectively. The Contractor shall ensure all Vehicle Operators act in compliance with ADA and the requirements set forth in Section 4.3 Vehicle Operator Requirements, 4.4 Operating Policies, 4.5 Operational Requirements, and RID F: Vehicle Operator Policies while operating a vehicle in service of this Contract.

The Contractor shall provide a sufficient number of qualified, responsible, courteous, and properly trained Vehicle Operators at all times to provide all service hours requested.

1.23 PARATRANSIT TRANSPORTATION MANAGEMENT SYSTEM

The MBTA will provide the Contractor with its Transportation Management System (TMS) software system to manage the delivery of paratransit service and the Contractor shall work with the MBTA to ensure that all of their staff are fully trained and can effectively use this software.

The Vehicle Operator shall utilize In-Vehicle Technology as the only source for data, communication, and reporting.

1.24 VEHICLE OPERATOR REQUIREMENTS

The Contractor shall ensure that Vehicle Operator candidates meet the requirements for all employees (Section 2.2 Staffing).

The Contractor shall enroll in and participate in the Massachusetts Registry of Motor Vehicle’s Driver Verification System program or an equivalent program to ensure the continuous compliance of all valid driver’s licenses.

The Contractor shall develop and implement a standard set of questions for reference checks that may be able to disclose Vehicle Operator candidate’s demonstrated insensitivity towards persons with disabilities or complaints against the Vehicle Operator candidate for insensitive language or conduct.

The Contractor shall require a pre-employment physical examination of Vehicle Operator candidates prior to hiring. The pre-employment physical examination must include a statement from a licensed physician that the Vehicle Operator candidate is medically fit to drive and a US DOT physical verifying the Vehicle Operator candidate can lift and push fifty pounds. If a Vehicle Operator does not pass the US DOT physical examination, the Contractor shall utilize the medical exemption process as detailed in RID D: Pre-Employment Requirements.

The Contractor shall require Vehicle Operator candidates pass a drug and alcohol screen test administered in compliance with Federal Transit Administration (FTA) regulations provided in 49 CFR 40.25 and the MBTA Drug and Alcohol Policy.

The Contractor shall conduct regular criminal background and driving history checks, prior to employment and at least once every six months after hiring a Vehicle Operator. Drug and Alcohol screening should occur in compliance with Section 2.9 Drug and Alcohol-Free Workplace Requirement. The MBTA shall be notified as soon as practicable in the event of new information that would negatively impact any employee or could be cause to remove them from the Contract.

The Vehicle Operator shall report for work with proper rest and good health. The Contractor shall monitor the total hours worked for each Vehicle Operator and ensure that schedules comply with the requirements set forth in Section 6.3.1 Duty Requirements.

The Vehicle Operator shall adhere to speed limits and parking restrictions.

The Vehicle Operator shall use interior lighting of the vehicle at night to provide for safe customer egress from the vehicle.

The Vehicle Operator shall not drop off customers into the path of traffic or at any location that would compromise the safety of the customers or others.

The Vehicle Operator shall operate heating and air conditioning systems so as to provide for the comfort of customers. Heating and air conditioning units shall be operational at all times. The Vehicle Operator is not authorized to open windows for ventilation in lieu of air conditioning unless the vehicle’s air conditioning systems have failed in service. The Vehicle Operator shall immediately report all such failures to TRAC Dispatch.

The Vehicle Operator shall operate vehicle lifts from outside of the vehicle using a remote device operated via pigtail or other means. The Vehicle Operator shall provide assistance to customers using adaptive devices in entering and exiting the lift platform and the vehicle. In addition, if space allows, the Vehicle Operator shall accompany the customers riding on the lift. The Vehicle Operator shall also provide assistance to ambulatory customers who request to use the lift to enter and exit the vehicle.

The Vehicle Operator shall not lift or carry the Customer or any mobility aid.

The Vehicle Operator shall ensure that all occupants of The RIDE vehicles properly use securement devices, including seatbelts and shoulder harnesses as intended. The Vehicle Operator is required to properly secure (lock-down or tie-down) wheelchairs, in addition to the proper use of seatbelts.

The Vehicle Operator shall secure strollers, mobility devices, and any other equipment brought by customers that may need to be secured during transportation.

The Vehicle Operator shall ensure child/booster seats are properly and securely installed by the passenger providing the child/booster seat before transporting passengers, as required. The Vehicle Operator shall not install child/booster seats and must escalate installation concerns to TRAC dispatch.

Each passenger seat must be equipped with a seat belt and a shoulder harness (if necessary) and each wheelchair securement position must be equipped with a securement device meeting ADA standards, a seat belt, and a shoulder harness. All mobility aids located in the wheelchair securement area must be secured using the system provided.

All customers must wear the provided seat belt. If a customer refuses to comply with the seat belt policy, the Vehicle Operator is required to notify TRAC dispatch immediately and shall not move the vehicle until the situation has been appropriately resolved.

The Contractor shall ensure zero-tolerance for incidents resulting from a failure to secure customers properly, removing employees from the Contract who have done so.

The Vehicle Operator shall not provide custodial care service or serve as PCA to any customer who cannot travel unattended.

The Vehicle Operator shall not operate any type of electronic entertainment device (e.g. kindle, e-reader, handheld game device, iPod, MP3 player, portable AM/FM radio, any television set, earbuds, headphones) while on-duty and performing service under this Contract.

Vehicle Operator possession of cell phones, smart watches, or other wearable devices in the vehicle is strictly prohibited at all times.

The Vehicle Operator shall not smoke or vape in, nor within 20 feet of, the vehicle at any time.

The Vehicle Operator shall not urinate in, on, or around the vehicle.

The Vehicle Operator shall observe and require customers to observe all rules of carriage detailed in The RIDE Guide or in any subsequent revisions to The RIDE Guide.

1.25 OPERATING POLICIES

The Contractor shall be responsible for compliance with all of The RIDE’s policies as outlined in The RIDE Guide or as otherwise directed by the MBTA. A sample of existing operating policies can be found in RID F: Vehicle Operator Policies.

1.26 OPERATIONAL REQUIREMENTS

General Operational Requirements

0. The Contractor shall be responsible for the optimized staffing and strategic deployment of the staff overseeing Pull-in and Pull-out to ensure staff effectiveness.

0. The Contractor shall be responsible for the optimized staffing of Window Dispatchers to ensure full and thorough completion of this function and shall provide at least 1 (one) Window Dispatcher at any given time during service hours.

0. The Contractor shall be responsible for the optimized staffing and strategic deployment of the Safety Supervisors to ensure staff effectiveness at any given time during service hours.

Pre-Trip Inspection

0. The Vehicle Operator shall conduct the pre-trip inspection for their vehicle before leaving the facility. All pre-trip inspections shall be completed using an MBTA-approved system, including the TMS.

The Vehicle Operator shall not enter any vehicle into service if any of the items listed in the pre-trip inspection checklist are inoperable or not fully functional. The Vehicle Operator shall bring any such issues to the attention of the individual supervising Pull-out.

It shall be the Contractor’s responsibility to proactively monitor the Vehicle Operator Pull-out process in real-time and shall notify TRAC in the event of any late or expected late Pull-outs.

Trip Delivery

0. The Vehicle Operator shall use the TMS software via vehicle tablets as the primary manifest of record and fulfill all duties completely and accurately, including stop order. The TMS and TRAC will use this real-time system to update manifests regularly based on changes to the schedule due to cancellations, trip additions, and other optimizations to the schedule.

The Vehicle Operator shall perform each pick-up, drop-off, and other stop in the sequence given unless otherwise explicitly directed by TRAC.

Monitoring Service Provision and Vehicle Operator Behavior

0. It is the Contractor’s responsibility to monitor Vehicle Operators in real time and report to TRAC dispatch if they identify any potential issues affecting service.

If an issue occurs on the road, the Vehicle Operator shall bring this to the attention of TRAC dispatch. TRAC will then be responsible for notifying Window Dispatch. If an issue is identified after returning to the garage, the Vehicle Operator shall bring it to the attention of the individual supervising Pull-ins.

The Contractor shall notify TRAC in the event of any late or expected late Pull-ins.

During the service day, the Window Dispatchers shall monitor the performance of Vehicle Operators in real-time. Should Window Dispatchers notice any irregularities in Vehicle Operator behavior or performance, they shall proactively notify TRAC of this fact, as well as their own management/supervision. The Window Dispatcher shall also work collaboratively with TRAC to solve any real-time operating problems, to include the replacement of Vehicle Operators, lost Vehicle Operators, management of unauthorized breaks, or any other Vehicle Operator or vehicle-related service problems.

Unauthorized deviation from the schedule sequence or falsification of information (digital, written, or oral) by the Vehicle Operator is sufficient grounds to remove the Vehicle Operator from service. The Contractor shall deduct from their monthly invoice any Service Hours consumed by Vehicle Operators’ unauthorized deviations as reported by the Contractor or TRAC or uncovered by the MBTA through audits, inspections, or observations.

The MBTA will send all observed or reported incidents of Vehicle Operator reckless driving, excessive speeds, and/or illegal parking, and all other infractions or non-compliance with this Contract, to the Contractor and the Contractor shall provide a written response to the MBTA detailing the findings and corrective action(s) taken to preclude future occurrences.

The Contractor shall be responsible for investigating all reports or inquiries from the MBTA or TRAC regarding Vehicle Operator performance, behavior, or alleged failure to meet the requirements of this contract. Investigations of such reported incidents shall include reviews of In-Vehicle Technology, other data, and contacts with potential corroborating sources. If a pattern persists, the Contractor shall make on-street observations and pursue corrective actions such as suspension of the Vehicle Operator or removal of the Vehicle Operator from the Contract.

1.27 AD HOC SERVICES

In addition to the services identified in this Scope of Work, the MBTA may, over the duration of this Contract require that the Contractor provide auxiliary or ad hoc services. Such services may include, but not be limited to, evacuation of the public in the event of an emergency or shuttling services for individuals with disabilities at non-accessible public events. The MBTA shall endeavor to ensure that these required services do not negatively impact service delivery operations and shall compensate the Contractor for hours worked in accordance with Section 13.1 Compensation Structure.

FLEET AND MAINTENANCE

1.28 ALL VEHICLES

All vehicles used in the performance of this Contract shall be branded in accordance with RID G: Fleet Policies, operate in compliance with…