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Berk, Susan; 2019-10-02; PSA19-791UTIL
PSA19-791UTIL AGREEMENT FOR CUSTOMER SERVICE TRAINING (SUSAN BERK) AGREEMENT is made and entered into as of the 2 vJ. day of ---~::::::,,LI~~=''--' 2019, by and between the CARLSBAD MUNICIPAL WATER DISTRICT, a Pub Ic Agency organized under the Municipal Water Act of 1911, and a Subsidiary District of the City of Carlsbad, ("CMWD"), and SUSAN BERK, a sole proprietor, ("Contractor"). RECITALS A. CMWD requires the professional services of a consultant that is experienced in customer service training for public agencies. B. Contractor has the necessary experience in providing professional services and advice related to customer service training and is acquainted with all City departmental operations. C. Contractor has submitted a proposal to CMWD and has affirmed its willingness and ability to perform such work. NOW, THEREFORE, in consideration of these recitals and the mutual covenants contained herein, CMWD and Contractor agree as follows: 1. SCOPE OF WORK CMWD retains Contractor to perform, and Contractor agrees to render, those services (the "Services") that are defined in attached Exhibit "A", which is incorporated by this reference in accordance with this Agreement's terms and conditions. 2. STANDARD OF PERFORMANCE While performing the Services, Contractor will exercise the reasonable professional care and skill customarily exercised by reputable members of Contractor's profession practicing in the Metropolitan Southern California Area, and will use reasonable diligence and best judgment while exercising its professional skill and expertise. 3. TERM The term of this Agreement will be effective for a period of one (1) year from the date first above written. The Executive Manager may amend the Agreement to extend it for one (1) additional one (1) year period or parts thereof. Extensions will be based upon a satisfactory review of Contractor's performance, CMWD needs, and appropriation of funds by the CMWD Board of Directors. The parties will prepare a written amendment indicating the effective date and length of the extended Agreement. 4. TIME IS OF THE ESSENCE Time is of the essence for each and every provision of this Agreement. 5. COMPENSATION The total fee payable for the Services to be performed during the initial Agreement term shall not exceed seventeen thousand and five hundred dollars ($17,500). No other compensation for the Services will be allowed except for items covered by subsequent amendments to this Agreement. If CMWD elects to extend the Agreement, the amount shall not exceed seventeen thousand and five hundred dollars ($17,500) per Agreement year. CMWD reserves the right to withhold a ten percent (10%) retention until CMWD has accepted the work and/or Services specified in Exhibit "A". Incremental payments, if applicable, should be made as outlined in attached Exhibit "A". General Counsel Approved Version 6/12/18 1 PSA19-791 UTIL 6. STATUS OF CONTRACTOR Contractor will perform the Services in Contractor's own way as an independent contractor and in pursuit of Contractor's independent calling, and not as an employee of CMWD. Contractor will be under control of CMWD only as to the result to be accomplished but will consult with CMWD as necessary. The persons used by Contractor to provide services under this Agreement will not be considered employees of CMWD for any purposes. The payment made to Contractor pursuant to the Agreement will be the full and complete compensation to which Contractor is entitled. CMWD will not make any federal or state tax withholdings on behalf of Contractor or its agents, employees or subcontractors. CMWD will not be required to pay any workers' compensation insurance or unemployment contributions on behalf of Contractor or its employees or subcontractors. Contractor agrees to indemnify CMWD and the City of Carlsbad within thirty (30) days for any tax, retirement contribution, social security, overtime payment, unemployment payment or workers' compensation payment which CMWD may be required to make on behalf of Contractor or any agent, employee, or subcontractor of Contractor for work done under this Agreement. At CMWD's election, CMWD may deduct the indemnification amount from any balance owing to Contractor. 7. SUBCONTRACTING Contractor will not subcontract any portion of the Services without prior written approval of CMWD. If Contractor subcontracts any of the Services, Contractor will be fully responsible to CMWD for the acts and omissions of Contractor's subcontractor and of the persons either directly or indirectly employed by the subcontractor, as Contractor is for the acts and omissions of persons directly employed by Contractor. Nothing contained in this Agreement will create any contractual relationship between any subcontractor of Contractor and CMWD. Contractor will be responsible for payment of subcontractors. Contractor will bind every subcontractor and every subcontractor of a subcontractor by the terms of this Agreement applicable to Contractor's work unless specifically noted to the contrary in the subcontract and approved in writing by CMWD. 8. OTHER CONTRACTORS CMWD reserves the right to employ other Contractors in connection with the Services. 9. INDEMNIFICATION Contractor agrees to indemnify and hold harmless CMWD and the City of Carlsbad, their officers, officials, employees and volunteers from and against all claims, damages, losses and expenses including attorney's fees arising out of the performance of the work described herein caused by any negligence, recklessness, or willful misconduct of the Contractor, any subcontractor, anyone directly or indirectly employed by any of them or anyone for whose acts any of them may be liable. The parties expressly agree that any payment, attorney's fee, costs or expense CMWD or the City of Carlsbad incurs or makes to or on behalf of an injured employee under their self- administered workers' compensation is included as a loss, expense or cost for the purposes of this section, and that this section will survive the expiration or early termination of this Agreement. 10. INSURANCE Contractor will obtain and maintain for the duration of the Agreement and any and all amendments, insurance against claims for injuries to persons or damage to property which may arise out of or in connection with performance of the services by Contractor or Contractor's agents, representatives, employees or subcontractors. The insurance will be obtained from an insurance carrier admitted and authorized to do business in the State of California. The insurance carrier is required to have a current Best's Key Rating of not less than "A-:VII"; OR with a surplus line insurer on the State of California's List of Approved Surplus Line Insurers (LASLI) with a rating General Counsel Approved Version 6/12/18 2 PSA19-791 UTIL in the latest Best's Key Rating Guide of at least "A:X"; OR an alien non-admitted insurer listed by the National Association of Insurance Commissioners (NAIC) latest quarterly listings report. 10.1 Coverages and Limits. Contractor will maintain the types of coverages and minimum limits indicated below, unless the Risk Manager or Executive Manager approves a lower amount. These minimum amounts of coverage will not constitute any limitations or cap on Contractor's indemnification obligations under this Agreement. CMWD, its officers, agents and employees make no representation that the limits of the insurance specified to be carried by Contractor pursuant to this Agreement are adequate to protect Contractor. If Contractor believes that any required insurance coverage is inadequate, Contractor will obtain such additional insurance coverage, as Contractor deems adequate, at Contractor's sole expense. The full limits available to the named insured shall also be available and applicable to CMWD as an additional insured. 10.1.1 Commercial General Liability (CGL) Insurance. Insurance written on an "occurrence" basis, including personal & advertising injury, with limits no less than $2,000,000 per occurrence. If a general aggregate limit applies, either the general aggregate limit shall apply separately to this projecUlocation or the general aggregate limit shall be twice the required occurrence limit. 10.1.2 Automobile Liability (if the use of an automobile is involved for Contractor's work for CMWD). $2,000,000 combined single-limit per accident for bodily injury and property damage. 10.1.3 Workers' Compensation and Employer's Liability. Workers' Compensation limits as required by the California Labor Code. Workers' Compensation will not be required if Contractor has no employees and provides, to CMWD's satisfaction, a declaration stating this. 10.1.4 Professional Liability. Errors and omissions liability appropriate to Contractor's profession with limits of not less than $1,000,000 per claim. Coverage must be maintained for a period of five years following the date of completion of the work. 10.2. Additional Provisions. Contractor will ensure that the policies of insurance required under this Agreement contain, or are endorsed to contain, the following provisions: 10.2.1 CMWD will be named as an additional insured on Commercial General Liability which shall provide primary coverage to CMWD. 10.2.2 Contractor will obtain occurrence coverage, excluding Professional Liability, which will be written as claims-made coverage. 10.2.3 This insurance will be in force during the life of the Agreement and any extensions of it and will not be canceled without thirty (30) days prior written notice to CMWD sent by certified mail pursuant to the Notice provisions of this Agreement. 10.3 Providing Certificates of Insurance and Endorsements. Prior to CMWD's execution of this Agreement, Contractor will furnish certificates of insurance and endorsements to CMWD. 10.4 Failure to Maintain Coverage. If Contractor fails to maintain any of these insurance coverages, then CMWD will have the option to declare Contractor in breach or may purchase replacement insurance or pay the premiums that are due on existing policies in order to maintain the required coverages. Contractor is responsible for any payments made by CMWD to obtain or General Counsel Approved Version 6/12/18 3 PSA19-791UTIL maintain insurance and CMWD may collect these payments from Contractor or deduct the amount paid from any sums due Contractor under this Agreement. 10.5 Submission of Insurance Policies. CMWD reserves the right to require, at any time, complete and certified copies of any or all required insurance policies and endorsements. 11. BUSINESS LICENSE Contractor will obtain and maintain a City of Carlsbad Business License for the term of the Agreement, as may be amended from time-to-time. 12. ACCOUNTING RECORDS Contractor will maintain complete and accurate records with respect to costs incurred under this Agreement. All records will be clearly identifiable. Contractor will allow a representative of CMWD during normal business hours to examine, audit, and make transcripts or copies of records and any other documents created pursuant to this Agreement. Contractor will allow inspection of all work, data, documents, proceedings, and activities related to the Agreement for a period of three (3) years from the date of final payment under this Agreement. 13. OWNERSHIP OF DOCUMENTS All work product produced by Contractor or its agents, employees, and subcontractors pursuant to this Agreement is the property of CMWD. In the event this Agreement is terminated, all work product produced by Contractor or its agents, employees and subcontractors pursuant to this Agreement will be delivered at once to CMWD. Contractor will have the right to make one (1) copy of the work product for Contractor's records. 14. COPYRIGHTS Contractor agrees that all copyrights that arise from the services will be vested in CMWD and Contractor relinquishes all claims to the copyrights in favor of CMWD. 15. NOTICES The name of the persons who are authorized to give written notices or to receive written notice on behalf of CMWD and on behalf of Contractor under this Agreement. ForCMWD For Contractor Name Ligeia Heam'. Name Susan Berk Title Management Analyst Title Consultant Carlsbad Municipal Water District Address 4234 Noeline Avenue Address 5950 El Camino Real Encino, CA 91436 Carlsbad, CA 92008 Phone 818-438-8133 Phone 760-438-2722 E-mail susanberk@pobox.com Each party will notify the other immediately of any changes of address that would require any notice or delivery to be directed to another address. General Counsel Approved Version 6/12/18 4 PSA19-791 UTIL 16. CONFLICT OF INTEREST Contractor shall file a Conflict of Interest Statement with the City Clerk in accordance with the requirements of the City of Carlsbad Conflict of Interest Code. The Contractor shall report investments or interests in all categories. Yes~ NoO 17. GENERAL COMPLIANCE WITH LAWS Contractor will keep fully informed of federal, state and local laws and ordinances and regulations which in any manner affect those employed by Contractor, or in any way affect the performance of the Services by Contractor. Contractor will at all times observe and comply with these laws, ordinances, and regulations and will be responsible for the compliance of Contractor's services with all applicable laws, ordinances and regulations. Contractor will be aware of the requirements of the Immigration Reform and Control Act of 1986 and will comply with those requirements, including, but not limited to, verifying the eligibility for employment of all agents, employees, subcontractors and consultants that the services required by this Agreement. 18. DISCRIMINATION AND HARASSMENT PROHIBITED Contractor will comply with all applicable local, state and federal laws and regulations prohibiting discrimination and harassment. 19. DISPUTE RESOLUTION If a dispute should arise regarding the performance of the Services the following procedure will be used to resolve any questions of fact or interpretation not otherwise settled by agreement between the parties. Representatives of Contractor or CMWD will reduce such questions, and their respective views, to writing. A copy of such documented dispute will be forwarded to both parties involved along with recommended methods of resolution, which would be of benefit to both parties. The representative receiving the letter will reply to the letter along with a recommended method of resolution within ten (10) business days. If the resolution thus obtained is unsatisfactory to the aggrieved party, a letter outlining the disputes will be forwarded to the Executive Manager. The Executive Manager will consider the facts and solutions recommended by each party and may then opt to direct a solution to the problem. In such cases, the action of the Executive Manager will be binding upon the parties involved, although nothing in this procedure will prohibit the parties from seeking remedies available to them at law. 20. TERMINATION In the event of the Contractor's failure to prosecute, deliver, or perform the Services, CMWD may terminate this Agreement for nonperformance by notifying Contractor by certified mail of the termination. If CMWD decides to abandon or indefinitely postpone the work or services contemplated by this Agreement, CMWD may terminate this Agreement upon written notice to Contractor. Upon notification of termination, Contractor has five (5) business days to deliver any documents owned by CMWD and all work in progress to CMWD address contained in this Agreement. CMWD will make a determination of fact based upon the work product delivered to CMWD and of the percentage of work that Contractor has performed which is usable and of worth to CMWD in having the Agreement completed. Based upon that finding CMWD will determine the final payment of the Agreement. Either party upon tendering thirty (30) days written notice to the other party may terminate this Agreement. In this event and upon request of CMWD, Contractor will assemble the work product and put it in order for proper filing and closing and deliver it to CMWD. Contractor will be paid for work performed to the termination date; however, the total will not exceed the lump sum fee General Counsel Approved Version 6/12/18 5 PSA19-791 UTIL payable under this Agreement. CMWD will make the final determination as to the portions of tasks completed and the compensation to be made. 21. COVENANTS AGAINST CONTINGENT FEES Contractor warrants that Contractor has not employed or retained any company or person, other than a bona fide employee working for Contractor, to solicit or secure this Agreement, and that Contractor has not paid or agreed to pay any company or person, other than a bona fide employee, any fee, commission, percentage, brokerage fee, gift, or any other consideration contingent upon, or resulting from, the award or making of this Agreement. For breach or violation of this warranty, CMWD will have the right to annul this Agreement without liability, or, in its discretion, to deduct from the Agreement price or consideration, or otherwise recover, the full amount of the fee, commission, percentage, brokerage fees, gift, or contingent fee. 22. CLAIMS AND LAWSUITS By signing this Agreement, Contractor agrees that any agreement claim submitted to CMWD must be asserted as part of the agreement process as set forth in this Agreement and not in anticipation of litigation or in conjunction with litigation. Contractor acknowledges that if a false claim is submitted to CMWD, it may be considered fraud and Contractor may be subject to criminal prosecution. Contractor acknowledges that California Government Code sections 12650 et seq., the False Claims Act applies to this Agreement and, provides for civil penalties where a person knowingly submits a false claim to a public entity. These provisions include false claims made with deliberate ignorance of the false information or in reckless disregard of the truth or falsity of information. If CMWD seeks to recover penalties pursuant to the False Claims Act, it is entitled to recover its litigation costs, including attorney's fees. Contractor acknowledges that the filing of a false claim may subject Contractor to an administrative debarment proceeding as the result of which Contractor may be prevented to act as a Contractor on any public work or improvement for a period of up to five (5) years. Contractor acknowledges debarment by another jurisdiction is grounds for CMWD to terminate this Agreement. 23. JURISDICTION AND VENUE Any action at law or in equity brought by either of the parties for the purpose of enforcing a right or rights provided for by this Agreement will be tried in a court of competent jurisdiction in the County of San Diego, State of California, and the parties waive all provisions of law providing for a change of venue in these proceedings to any other county. 24. SUCCESSORS AND ASSIGNS It is mutually understood and agreed that this Agreement will be binding upon CMWD and Contractor and their respective successors. Neither this Agreement nor any part of it nor any monies due or to become due under it may be assigned by Contractor without the prior consent of CMWD, which shall not be unreasonably withheld. 25. ENTIRE AGREEMENT This Agreement, together with any other written document referred to or contemplated by it, along with the purchase order for this Agreement and its provisions, embody the entire Agreement and understanding between the parties relating to the subject matter of it. In case of conflict, the terms of the Agreement supersede the purchase order. Neither this Agreement nor any of its provisions may be amended, modified, waived or discharged except in a writing signed by both parties. Ill Ill Ill General Counsel Approved Version 6/12/18 6 PSA19-791 UTIL 26. AUTHORITY The individuals executing this Agreement and the instruments referenced in it on behalf of Contractor each represent and warrant that they have the legal power, right and actual authority to bind Contractor to the terms and conditions of this Agreement. CONTRACTOR Susan Berk, sole proprietor By: (sign here) Susan Berk, Owner (print name/title) (sign here) (print name/title) CARLSBAD MUNICIPAL WATER DISTRICT, a Public Agency organized under the Municipal Water Act of 1911, and a Subsidiary District of the City of Carlsbad By: /,j_ Ltfk~~ Vicki V. Quiram, General Manager as authorized by the Executive Manager If required by CMWD, proper notarial acknowledgment of execution by contractor must be attached. If a corporation, Agreement must be signed by one corporate officer from each of the following two groups. Group A Chairman, President, or Vice-President Group B Secretary, Assistant Secretary, CFO or Assistant Treasurer Otherwise, the corporation must attach a resolution certified by the secretary or assistant secretary under corporate seal empowering the officer(s) signing to bind the corporation. APPROVED AS TO FORM: CELIA A. BREWER, General Counsel General Counsel Approved Version 6/12/18 7 CALIFORNIA ALL-PURPOSE ACKNOWLEDGMENT CIVIL CODE § 1189 A notary public or other officer completing this certificate verifies only the identity of the individual who signed the document to which this certificate is attached, and not the truthfulness, accuracy, or validity of that document. State of California } County of Lv ~ Av\~Q,C2. S ---=--=----------=----:::J...\----C-----rC; On __ s_._-:::l._l._. _d_0_l _9 ___ before me, t'<c,2.c II\"' a Va de VV\ ·, a r1 / O Here Insert Name and Title of the Officer personally appeared --~~=-=-u.ec.· ,__s=--=a.:....__V'\.:._ _ __Q---'==---Q-CT_--<--'------------------- Date Name(s) of Signer(s) who proved to me on the basis of satisfactory evidence to be the person(s) whose name(s) is/are subscribed to the within instrument and acknowledged to me that he/she/they executed the same in his/her/their authorized capacity(ies), and that by his/her/their signature(s) on the instrument the person(s), or the entity upon behalf of which the person(s) acted, executed the instrument. Place Notary Seal and/or Stamp Above I certify under PENAL TY OF PERJURY under the laws of the State of California that the foregoing paragraph is true and correct. WITNESS my hand and official seal. Signata~"-._ Signature of Notary Public OPTIONAL Completing this information can deter alteration of the document or fraudulent reattachment of this form to an unintended document. Description of Attached Document f\ ( TitleorTypeofDocument: Acy:-QQ.,VV\oV\± ~'\ /7.0..W\..~v\~5-\:"i.O..'\~JiL-\QO.W\ C~su Document Date: S · .":2. \_ .' « 0 I 'i-Number of Pages:-~-'--- Signer(s) Other Than Named Above: ________________________ _ Capacity(ies) Claimed by Signer(s) Signer's Name: 6l). ~a Y\ B -2. n"' Signer's Name: ____________ _ □ Corporate Officer -Title(s): ______ _ □ Corporate Officer -Title(s): ______ _ □ Partner -□ Limited □ General □ Partner -□ Limited □ General ,.:s-lndividual □ Attorney in Fact □ Individual □ Attorney in Fact □ Trustee □ Guardian of Conservator □ Trustee □ Guardian of Conservator □ Other: □ Other: Signer is Representing: _________ _ Signer is Representing: _________ _ ~l:lffll9D3ffifflll~J~ffl~'l@ffl§:ffi)[fflfliffi}DU!U!H!ll!U!§$ffiJti@ffiOO:Offi.Dl:lllli{Ul:I~~ ©2017 National Notary Association EXHIBIT "A" SCOPE OF SERVICES EXHIBIT A SUSAN BERK 4234 Noeline Avenue, Encino, CA 91436 Phone 818-990-7459 cell 818-438-8133 Email susanberk@pobox.com This proposal is based on our conversation of last week and on my 30 years of experience in creating customer service programs and improvements for over 50 cities, public agencies, libraries and utilities primarily in the Southern California area. CUSTOMER SERVICE PROCESS • TRAINING PROCESS (includes preparation, design and facilitation) • Research and Assessment • Management Team Pre-Meeting o Utility Managers and Supervisors attend a 1.5 hours meeting • Customer Service Core Training -Overview o Utility Managers and Supervisors attend an all-day training • Core Customer Service Training -Components o Utility Managers and Supervisors attend an all-day training • Managers Follow-Up Meeting o Utility Managers and Supervisors attend a half day meeting • HOTEL and TRAVEL EXPENSES (See Exhibit "B" for travel policy) A not to exceed total of $17,500 $15,000 $2,500 SUSAN BERK 4234 Noeline Avenue, Encino, California 91436 Phone 818-990-7459 cell 818-438-8133 E-mail susanberk@pobox.com January 10, 2019 Vicki Quiram Utility Director, Carlsbad Public Works Department City of Carlsbad Dear Vicki, This proposal is based on our conversation of last week and on my 30 years of experience in creating customer service programs and improvements for over 50 cities, public agencies, libraries and utilities primarily in the Southern California area. Please share the proposal with your team for their feedback, and then let's schedule a telephone conference to identify the program elements you feel are most important for Utilities at this time, anything that you would like further information for, and any questions. There is no canned approach and lots of flexibility, and I do understand that you would like to proceed in the most cost effective manner possible. CUSTOMER SERVICE PROCESS I strongly believe in building customer service into the fabric of "how business is done" in the any agency, utility or city. It needs to be more than a slogan or part of the City Mission and more than training alone. (I didn't see anything in the Mission or Vision about customer service) It should be visible in what employees do and say in their interactions with the public and with their internal customers and colleagues. It should create clear service expectations and standards, and then use the training to provide the core skills to help employees meet those expectations. TRAINING PROCESS Customer service training alone is generally short lived and often consultant/trainer driven. My training is more than a program or class; it is a process that produces demonstrable outcomes. At the end of the process Utilities will be prepared to develop a Service Improvement Plan that will include written service guidelines and scripts. These become part of employee orientation, and are integrated into the performance appraisal process. The Service Improvement Plans become part of your goal for continuous quality improvement in customer service. This approach is • Leadership driven rather than consultant driven • Tied to the city's marketing of an exceptional service image and reputation • Involve all levels of your department's employees, supervisors, managers and executive leadership • Create employee recommended service guidelines and consistent service scripts which become part of new employee orientation • Be responsive to employee recommendations for service improvements • Be a meaningful factor in performance reviews. • Build manager accountability for a service plan into your yearly strategic goals. 1. Research and Assessment • Review of customer complaints and compliments about Utilities received by the department, the City Manager's office, or the Council • Meeting with the Utility director to review any assessments, and to identify any key issues affecting employees in Utilities. 2. Management Team Pre-Meeting The Utility managers and supervisors attends a meeting for approximately 1 ½ hours. You may want to make it an agenda item at a regularly scheduled management meeting. Purpose: • Describe the customer service process we decided upon and present the initial training design and topics • Get their input on specific areas and examples for training focus. • Review the managers' and supervisor's key role in creating expectations and follow-through • This is also the manager's opportunity to identify and highlight any specific service performance metrics they have may have or want to establish • Decide on the best format and scheduling to meet departmental coverage needs. 3, Customer Service Core training: Overview • My customer service training programs are presented as a fast-paced, intensive, interactive, skill- building workshop. I use a positive and reality based approach, building on the good things that individuals already do while acknowledging the stresses of providing a consistently high level of service to the public and to internal customers. • The training process zeroes in on what we will have identified as Utility's most pressing issues with internal and external customers: communicating a positive image and professional reputation; anticipating customer needs and planning for customer complaints or confusion; responsiveness to requests; solving immediate customer problems; and improving service delivery systems and processes to make them more customer and employee friendly. Based on my work with Utility Districts and Public Works Departments, I can understand the different customer issues that are frequently faced by billing, field, water operations, etc. • Customer service training provides these employees with the front line skills to communicate in person, on the phone, or in the field, and to create and use consistent service scripts to save time, reduce stress levels, and maintain a positive image of the City's responsiveness and caring about customer concerns. There is a strong emphasis on serving "internal customers" and working together across functional and department lines. What follows is a narrative curriculum outline of the one-day service training all city employees will attend. 4. Core Customer Service Training Program: Components Introduction: Upbeat, realistic, and at times, humorous overview of the program and a quick look at what Utility employees face as they provide day-to-day services to the variety of customers, and within an increasingly stressful public service environment. We focus on their ability to create a service reputation through the service actions and responses they make on a daily basis. Service Image: We discuss the expectations of the public customers, the Council, and internal service customers. We explore how each employee can influence their customers to have a more positive perception of their department, the City and the individual service provider--even when they must say no, inconvenience the person, or bring the customer unwelcome news. Employees learn to adopt the reality that good service is often an ACT -a professional Act! 3Aspects of Service-Competence (knowing howtodothejobright)✓ Interpersonal (attitude--howwe treat people while we are doing the job J, and Systems (the steps/ processes or procedures it takes to get the job done). We emphasize Levels of Service (minus, standard and plus), and how, although an employee may be doing the right/correct thing, the mannerin which it is done may either destroy or enhance your service image or reputation. The emphasis is on how to use plus service levels to control or influence the service interactions. Setting Standards at Initial Points of Customer Contact: Employees identify who their specific customers are and what those customers expect (realistically or unrealistically). They focus on their initial points of customer contact (telephone, public counter, field, customer's residence or commercial business, etc.). They create quick "points of contact scenes" and role-play minus and plus service levels. They work as a group to identify the specific service skills needed to influence the customers at that point of contact Complaints and "NOnSituations:Individuals identify the current instances where they must bring their customers unwelcome news, or when they must handle frequent complaints, say "no" or explain a policy that may not be perceived as "customer friendly". The skills focus on causing the customers to feel as though "you are on their side" and really do care about their concerns, even when you can't give them what they want. Using their own situations and working in pairs, they design and role-play service scripts for how to respond (at a service p/uslevel). When the customer can't be satisfied: They also plan for how to handle situations when the customer decides to go over the employee's head and wants to talk to the supervisor, administration, or the Council. They practice responding to questions, requests, complaints, frustrations, confusion, anger, and even the most difficult, disruptive, or confrontational situations non-defensively. I also include a script for those in the field on responding when there is an emergency and the press or residents what to know "what's going on here?" ControllingtheServiceSituation:HowtoACTwiththepublicandothercustomers,andhowto stop "emotional leakage". This segment emphasizes skills in how to restrain "how we really may feel". It gives participants the skills to anticipate and control difficult, angry, or frustrated service situations, and to ACT professionally during even the most difficult encounters. Employees learn to keep calm and in control and to manage the stress of a fast-paced and demanding environment. They determine how they will cause the public and co-workers to see them as a city-wide "service team". Improving Service Systems: This last segment introduces the concepts behind customer focused service and the systems improvements of CQI (Continuous Quality Improvement). It emphasizes how to improve the systems and processes we use for delivering customer service. These may include redesigning customer service work flow, cross training, revision of service policies which hamper employee responsiveness, devising new processes for anticipating the most frequent questions and complaints, and exploring how to use Level One and Level Two knowledge to improve the public's access to services. It is about helping people understand and move through complicated processes, procedures, changes, regulations, and bureaucratic hurdles. ( We will do this segment only if you as the Director and the management team wants this input and will commit to responding to their suggestions) This core service training approach consistently receives the highest evaluations. It generates a high level of participation, enthusiasm, humor and easy-to -use skills that people remember. (They also find that many of the skills are useful at home and in other aspects of their personal lives.) There is no "B" team. I do all of the training, development and consulting myself. Having worked with over 40 cities, counties, utilities and public agencies, I do find consistent patterns of complaints, compliments, and service issues for individual functions. I have worked closely with every City department, including all public works and utilities divisions, and am thoroughly acquainted with all City departmental operations. The training format for the core service program discussed above is generally a full day, which may be broken up into two, half day sessions. We have initially discussed two days of training for approximately 30 participants each day. 4. Managers Follow-Up Meeting When all of the employees have completed the Service Skills Training Programs, the managers and supervisors return for a second, (half-day) to develop appropriate follow-up for the service skills training. At this program, they will receive a Staff Meeting Guide that s/he will be able to simply pick it up, customize it for his/her own employee group and style and then lead their own staff meeting(s) on service. The employee teams feel as though they are participating in a discussion and professional development experience that their manager has designed especially for them. This is also the first step in creating each function's Service Improvement Plans. Using the Guide, they will lead their own staffs in creating specific service standards and to work collaboratively in the development of team service scripts for responding to the most frequent requests and complaints. Managers and supervisors discuss how to hire, orient, coach, reinforce, recognize, and reward exceptional service. They will identify strategies for following up on the core training, and for dealing with employees who may not feel as though exceptional service is a part of their jobs. I will provide telephone consultation to the managers (as needed) as they prepare and deliver their Service Staff Meetings. (There are no additional chargers for this consultation.) Preparation and participation by the management team ensures that service becomes on-going priority once initial training is concluded. Costs: Costs for the program as described above is $15,000. This includes all preparation, design, and facilitation for: • Research and assessment • Manager's pre-meeting • Manager's follow-up meeting • Two days of training for approximately 60 individuals, • Development of the participant materials and the Management Training Guide. (There is no extra charge if these are reproduced by your department. • Consultation throughout all phases of the training. Additional costs for hotel accommodations for meeting and training days. SUSAN BERK is a business and management consultant who has gained national recognition for her work with cities, government agencies, major corporations, libraries, hospitals and health systems, public health agencies, small business, education, non-profit boards of directors, Public Works, utilities and water resources agencies, and professional associations. Her experience, insight and humor have made her a sought after speaker. Her appointments have included: Chairperson of the L.A. County Productivity Investment Board; Pepperdine University Alumni Board; Board of Directors for the Foundation for Effective Government; 1st Vice-chair of the Quality & Productivity Commission for L.A. County; Planning Committee of the American Diabetes Association; Los Angeles County Economy and Efficiency Commission, and Chair of the Rights Project for the American Civil Liberties Union. She currently sits on the Board of Directors for the HELP Group providing services and schools for children with autism and mental and learning disabilities. Susan Berk received her master's degree from Pepperdine University and her bachelor's degree from UCLA. She has directed her own successful consulting firm for over thirty years, designing timely, reality-based systems and programs for her clients. She has written four books on healthcare reform and continuous quality improvement for the California Association of Hospitals and Health Systems. She has coordinated the Women's Business and Management Programs at UCLA Extension, and served as advisor to the Hotel and Restaurant Management programs at Loyola Marymount University. She has served as faculty for both the bachelors and masters management programs for the University of Redlands, and has been a guest lecturer for UCLA, USC, Cal State L.A. and Pepperdine University. She works extensively on helping nonprofit and public organizations, agencies and utilities to actualize strategic goals and to bring their operations and management processes into alignment with those goals. She emphasizes achieving visibility and superior "customer" relations through the management of Continuous Quality Improvement, service scripting, service reengineering and values-based team service systems--especially during "tough" times. Her broad expertise includes the following: Strategic Management for the Changing Public Environment: Management and Supervisory Skills for Improving Performance Managing Transitions Of Cutbacks, Downsizing and Organizational Restructuring Making Dynamic Presentations Executive and Management Teambuilding Retreats Individualized Management "Coaching" Service, Quality and the Bottom Line: How Can We Have It All? Building a Positive Work Environment Preventing Harassment in the Workplace Nonprofit Board/Council Development: Visioning, Strategic Planning, Board-Staff Relationships Results-oriented Meetings: Getting Listening To Around the Conference Table Influencing Decisions Making and Managing the Politics of the Organization Clients include: California Joint Powers Insurance Authority Toshiba America Information Systems, Inc. California Municipal Business Tax Association City of Hope Office of the Inspector General, DHHS, OEI Center for Nonprofit Management Denny's Inc. Los Angeles Dodgers Department of IT, City of Pasadena City of Pasadena Public Works Mattel Toy Company Los Angeles Board of Education S.W. Fisheries Research Center American Heart Association Municipal Managers Association L.A. County Public Health, DHHS Los Angeles County and City Libraries Los Angeles County Sheriff's Department California Institute of Technology Eagle River Water District Cedars Sinai Medical Center American Diabetes Association Association of Community College Administrators J. Paul Getty Museum Quality and Productivity Management Association Los Angeles Community College District Saint Joseph Health System Irvine Ranch Water District Southern California City Clerk's Association Jet Propulsion Laboratories Widefield Water and Sanitation District Ventura Public Work Department Kaiser Permanente American Society of Association Executives California Assoc. of Hospitals and Health Systems Army and Navy Academy Los Angeles County Department of Beaches and Harbors El Pollo Loco Cerritos Library Hospital Trustee Associations across the country. Cities of : Newport Beach, Lakewood, Long Beach, Del Mar, , Thousand Oaks, Ventura, Simi Valley, Alhambra, Cerritos, Commerce, South Gate, El Monte, Norwalk, La Palma, Lynnwood, Santa Clarita, Santa Barbara, Pasadena, Fullerton, Whittier, Chino, Inglewood, Santa Paula, Anaheim, Lawndale, Oxnard, Yorba Linda, Arcadia, Riverside, Palos Verdes, Placentia, Hawaiian Gardens, Ventura, Vail, Prescott Valley, Port Hueneme, Westminster EXHIBIT "B" TRAVEL POLICY (City of Carlsbad Council Policy Statement Category: Specific Subject: TRAVEL POLICY PURPOSE: Policy No. Date Issued: Effective Date: Resolution No. Cancellation Date: Supersedes No. 2 6/27/17 6/27/17 Exhibit B 4 (dated 4/4/06) To establish a policy to be followed by Council Members, other elected officials, commission/board members, volunteers, and all city employees when traveling on city business. This policy supersedes all other travel policies. BACKGROUND: It is periodically necessary for city personnel to attend meetings, travel outside the city to conduct city business, and attend conferences, seminars and training sessions. Costs can vary considerably as there are various modes of transportation, various options for lodging, and relative price fluctuations among different geographic regions. The City Council has adopted a policy to control the costs involved, to ensure the expenditures are in the best interest of the public and an appropriate use of taxpayer funds, and to compensate individuals for actual necessary expenses related to meetings and business travel. DEFINITIONS: City Business Travel shall be defined as travel which requires elected officials, members of a commission or board, volunteers, or city employees to conduct specific items of city business away from their normal place of business. City Employee means any person regularly employed by the city, excluding elected officials., members of commissions, committees, authorities or boards, and volunteers. Commissioner shall mean any person appointed by the city council to an established board, committee, authority or commission. Volunteer shall mean any person donating their time through the city's volunteer program in support of city business and as outlined in a volunteer position description. Out-of-State Travel includes all costs related to business travel outside the State of California. In-State Travel includes all costs related to business travel within the State of California. Miscellaneous Meals/Mileage includes all miscellaneous costs not directly attributable to conferences or training, such as travel to other city facilities. Page 1 of 4 Policy No. 2 POLICY: 1. In all cases requests for travel shall be limited to situations from which the city will derive a benefit through the attendance of a representative. 2. For City Council Members, all travel involving more than five (5) days should be approved in advance by the City Council. Travel of five (5) days or less need not have prior approval if funds are available in the current budget. The Mayor is authorized to approve extended overnight travel for emergency cases. 3. Except for elected officials, commissioners and board members, and City Council appointed employees, the number of City Employees attending any single conference should be limited to those whose attendance will provide a benefit to the city. Any number of elected officials, commissioners, or City Council appointed employees may attend conferences provided that funds are available for such purposes. 4. Anticipated in-state and out-of-state travel should be approved in the operating budget. The City Manager, or his/her designee, may approve any unanticipated in-state travel or unanticipated out-of-state travel to destinations within the continental United States if a business need exists and funds are available. City Council approval is required for unanticipated travel to destinations outside the continental United States and/or when additional funds are required. 5. Each officer, employee, advisory commissioner, and board member of the city is expected to be as thrifty and prudent as possible when traveling at the city's expense. To ensure stewardship of taxpayer funds and that city officers, employees, commissioners and board members are able to travel when necessary to accomplish essential city business, travel funds must be expended in the most economical and efficient way possible. 6. In order to comply with Internal Revenue Service (IRS) and State regulations, receipts are required for all business travel expenses, including all meal and entertainment expenses, for City Council Members and Commissioners. Receipts are also required for all City Employee business travel expenses. In the event a meal or incidental receipt totaling thirty dollars ($30) or less is lost, a City Employee may certify the expense with the information below to receive reimbursement. This certification may occur no more than one time over a two day period, two times over a four day period, or three times over a five day period. For all business travel expenses (including meals and entertainment), the following information must appear on the expense report and/or the receipts submitted: a. The amount of the expenditure. b. The date and place of the expenditure. c. The business purpose of the expenditure. d. The business relationship to the person entertained, as well as the individuals' names. The IRS considers the reimbursements "wages" subject to payroll tax withholding if the expenditures are not substantiated with the aforementioned information. The use of a city Page 2 of 4 Policy No. 2 credit card for payment of business meals and entertainment does not preclude the requirement to complete and submit an expense report with the appropriate support. 7. Travel advances to City Employees need to be substantiated or reimbursed as soon as possible upon completion of trip (normally within 30 days). No further city funds will be advanced for travel until the employee files his/her outstanding expense report. 8. Administration and interpretation of this policy will be as directed from time to time by the City Manager or his/her designee. The policy should be reviewed every five years for effectiveness. TRANSPORTATION: 1. Use of air, train, private automobile, or other mode of public transportation shall be selected on the basis of the least total cost to the city after all expense items are tabulated, including travel time salary costs. 2. When the use of a private vehicle to destinations within 200 driving miles of the city limits is approved, mileage reimbursement shall be at the rate then currently prescribed by IRS regulations. Individuals with an auto allowance will not receive mileage reimbursements. However, use of city-owned vehicles is allowed for travel within 200 driving miles of the city limits. If use of a private vehicle to destinations beyond 200 driving miles is approved by the City Manager or his/her designee reimbursement shall not exceed the cost of a round trip coach or equivalent class air fare plus ground transportation between the airport and place of lodging. Exceptions, including use of a city-owned vehicle, are subject to approval by the City Manager or his/her designee (such as in cases where items required to be transported are not allowed on any other mode of public transportation). Such reimbursement, if applicable, shall be computed based on the mileage from the normal work location to the final destination. For the purpose of determining personal vehicle mileage reimbursement, the designated normal work location for each City Council Member, Commissioner, City Employee or Volunteer is the place where that individual spends the largest portion of his/her regular workday or working time, or the place to which he/she returns upon completion of regular or special assignments. The cost of the daily commute to the office is the City Council Member's, Commissioner's, City Employee's or Volunteer's responsibility. 3. When the use of public air carrier is approved, the city shall pay the lowest available fare at the time the reservation is booked. Upgrades to a higher class of air service will be at the employee's expense. The City Manager, or his/her designee, may authorize exceptions when a higher fare results in a lower overall cost to the city such as a fare that includes cancelation insurance. Business related air carrier Wi-Fi charges will be reimbursed up to $10 per flight. 4. Authorized travel time shall be based on that required by the most appropriate and expedient mode of public transportation. The additional travel time from anything less than the most appropriate and expedient mode will not be considered city work hours. Page 3 of 4 Policy No. 2 5. While traveling, City Council Members, Commissioners, and City Employees are encouraged to use public transportation whenever possible. For example, courtesy shuttle service, buses, taxis, or limousine service should be utilized between airports and meeting locations when such services are reasonably available. Rental vehicles should only be used when other transportation is unavailable, untimely, or a rental vehicle is the most economical mode of transportation. In no case shall valet services for parking be reimbursed. 6. Reimbursement for travel time will be made in accordance with Fair Labor Standards Act (FLSA) guidelines. LODGING: 1. Lodging shall be obtained at the most economical rate available for good quality lodging. When there is an officially designated conference hotel, the traveler is encouraged to take advantage of these accommodations. Lodging expenses for spouses are not reimbursable, and any additional expenses beyond those required for the business traveler must be paid by the elected official, Commissioner or City Employee. 2. Business related Wi-Fi charges which are added to the lodging bill will be reimbursed up to $10 per day. Reimbursement of Wi-Fi charges in excess of this limit may be authorized by the City Manager or his/her designee, under special circumstances. MEALS AND INCIDENTAL EXPENSES: 1. Notwithstanding other limits stated elsewhere, the City Council will be reimbursed the actual costs of meals, plus tips and incidental expenses that are substantiated with a physical receipt while on official city business. 2. Each Commissioner or City Employee authorized to travel may submit the actual cost of meals, tips and incidental expenses for reimbursement up to a limit of $70 per day. If it is anticipated that this limit will be exceeded, then prior approval by the City Manager or his/her designee is required. The City Manager or his/her designee may approve such additional expenditures, within the limits of his/her expenditure authority, as necessary. 3. The city will not reimburse the cost of alcoholic beverages. 4. Reasonable amounts for tipping will be reimbursed, however, reimbursement for tips will not be made in excess of 20%. Page 4 of 4 ACORD® CERTIFICATE OF LIABILITY INSURANCE I DATE (MM/DD/YYYY) ~ 05/30/2019 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). PRODUCER CONTACT NAME: Hiscox Inc. d/b/a/ Hiscox Insurance Agency in CA rA~~N.t "•"' (888) 202-3007 I FAX lA/Ci_No): ---520 Madison Avenue E-MAIL contact@hiscox.com 32nd Floor ADDRESS: New York, NY 10022 INSURER($) AFFORDING COVERAGE NAIC# INSURER A: Hiscox Insurance Company Inc 10200 INSURED INSURER B: Susan Berk 4234 noeline Ave INSURERC: Encino, CA 91436 INSURER D: INSURER E: INSURER F: COVERAGES CERTIFICATE NUMBER: REVISION NUMBER: THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR TYPE OF INSURANCE ADDL SUBR POLICY EFF POLICY EXP LTR m~n un,n POLICY NUMBER IMM/DD/YYYY\ IMM/DD/YYYY\ LIMITS X COMMERCIAL GENERAL LIABILITY EACH OCCURRENCE $ 1,000,000 -~ CLAIMS-MADE 0 OCCUR DAMAGE TO RENTED -PREMISES /Ea occurrence) $ 100,000 -MED EXP (Any one person) $ 5,000 A -y UDC-1825986-CGL-18 09/28/2018 09/28/2019 PERSONAL & ADV INJURY $ 1,000,000 GEN'L AGGREGATE LIMIT APPLIES PER: GENERAL AGGREGATE $ 2,000,000 ~ POLICY □ .\'f& □LOG PRODUCTS -COMP/OP AGG $ SfT Gen. Agg OTHER: $ AUTOMOBILE LIABILITY -~~~~~~d~~t?INGLE LIMIT $ ANY AUTO BODILY INJURY (Per person) $ -ALL OWNED ~ SCHEDULED BODILY INJURY (Per accident) $ -AUTOS AUTOS NON-OWNED iP~?~zc~~t~AMAGE $ HIRED AUTOS _ AUTOS -$ UMBRELLA LIAB H OCCUR EACH OCCURRENCE $ -EXCESS LIAB CLAIMS-MADE AGGREGATE $ OED I I RETENTION$ $ WORKERS COMPENSATION I PER I I OTH- AND EMPLOYERS' LIABILITY STATUTE ER Y/N ANYPROPRIETOR/PARTNER/EXECUTIVE □ E.L. EACH ACCIDENT $ OFFICER/MEMBER EXCLUDED? N/A (Mandatory In NH) E.L. DISEASE -EA EMPLOYEE $ If yes, describe under DESCRIPTION OF OPERATIONS below E.L. DISEASE -POLICY LIMIT $ DESCRIPTION OF OPERATIONS/ LOCATIONS I VEHICLES (ACORD 101, Additional Remarks Schedule, may be attached if more space is required) City of Carlsbad are additional Insured Subject to policy terms and conditions. CERTIFICATE HOLDER CANCELLATION City of Carlsbad / CMWD C/O Exigis Insurance Compliance Services P.O Box 4668-ECM #35050 New York NY 10163-4668 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS. AUTHORIZED REPRESENTATIVE y ----. I / / © 1988-2014 ACORD CORPORATION. All rights reserved. ACORD 25 (2014/01) The ACORD name and logo are registered marks of ACORD PRODUCER MARATHON INS AGENCY 840 APOLLO ST STE 100 EL SEGUNDO. CA 90245 048686 07 TELEPHONE:(310) 341-3550 POLICY NUMBER 0401 07 006325925 POLICY PERIOD FROM06/06/2019 12,01AMTO 12/06/201912:0iAM, PERSONS INSURED .A ~~A~C~Cl}}~)~ AUTOMOBILE POLICY DECLARATIONS IMPORT ANT COVERAGE EXCLUSION APPLICABLE TO ALL COVERAGES, INCLUDING BUT NOT LIMITED TO, LIABILITY ' NAMED INSURED SUSAN BERK DRIVERS SUSAN BERK MEYER H BERK MAILING 4234 NOELINE AVENUE 1 'ADDRESS ENCINO, CA 91436 I CAR YEAR . . . '/Eli~_L§_l,)ESCRIP!K)"! • 1 2014 KIA SORENTO LX UTL 4X2 4D '2 2017 KIA CADENZA P~EMIUM SEO 4DR ANO UNINSURED MOTORISTS, PROVIDED NOW OR LATER. It is agreed that the insurance afforded by this policy shall not apply nor accrue to the benefit of any insured or any third party dalmant when any motor vehicle is being used or operated by a person listed below regardless of where the . _perso_l}_ r~aj_c:!£!!>.!. ~ether the person_L~L<,_~l}_~~!'i tQ_c:triv~,_ · · _ c_=. ~~=--= .s.~!i!~-~""'eeR.-·:.~~~~ _l____f_~Toi(y~(1J.E-TitEYiiiiseor 1>urtew. oAre_L H.i>_4.c1D 5XYKT4A69EG456770 N 11 /2013 KNALC4J 18H5073261 N 02/2018 : CAR ~t~t LOSS PAYEES {lPI, ADDITIONAi. llffl:RE$T8 {Al), LOSS PAYl:ES AND ADDITIONAL INTERESTS {LA), GARAGiNG ADDRE8SE8 {GA} ANO REoiSTI!RED OWIIERS(ROI OTHER lllANTii011E 1.1$'11:0 ABOVE. LP KIA MOTOR FINANCE CO P O BOX 105299 ATLANTA ,2 Al CITY OF CARLSBAD/CMWD LA HYUNDAI MOTOR AMERICA C/0 EXIGIS INS COMP SVCS P.0.BOX 20850 NEW YORK FOUNTAIN VALLEY GA 30348 NY 10163 CA 92728 Coverage applies only if premium charge is listed below. Coverage/Limits are subject to all policy terms. COVERAGES BODILY INJURY LIABILITY PROPERTY DAMAGE LIABILITY UNINSURED MOTORISTS BODILY INJURY LIABILITY ; UNINSURED MOTORISTS i PROPERTY DAMAGE LIABILITY COLLISION DEDUCTIBLE WAIVER $250,000 $100,000 $15,000 $ MEDICAL EXPENSE $5,000 ' LEASE/LOAN GAP COVERAGE CAR ' REPAIR OR REPLACEMENT CAR COST COVERAGE COMPREHENSIVE DEDUCTIBLE CAR1 COLLISION DEDUCTIBLE CAR1 ROADSIDE ASSISTANCE ~~~RRENCE CAR1 (FOR TOWING ~ERVIC~S)" _ LIMITS OF LIABILITY EACH PERSON $500,000 EACH ACCIDENT EACH PERSON $30,QQO MAXIMUM CAR2 y CAR CAR CAR $500 CAR2 $500 $50(! CAR? $500 $75 CAR2 $75 EACH ACCIDENT EACH ACCIDENT CAR $ CAR $ CAR CAR1 191 249 25 3 2 CAR2 CAR 247, 307. 38 3 4 15 13 20 i 235. 4:19 3 3 NON-FACTORY EQUIPMENT ITEMS INSURED ANO AMOUNTS OF INSURANCE FOR EACH ITEM ARE STATED HEREIN. ITEMS INSURED ARE SUBJECT TO THE DEDUCTIBLE. CAR,. ITEMS fNSUl'IEO CAUfORNIA ASSESMENTS CA FRAUO FEE 1 . 76 CIGAFEE RENTAL CAR BENEFIT .$30 PER DAY 30 DAYS r--------------------------------~---2.:c2 ____ 2_cc;2_,., ___ -I INTERVENOR FEE 1 ENDORSEMENTS ATTACHED TO THE POLICY PREMIUMS PER CAR U-10 12/2018 . 7~3 . 1078 I POUCYFEE:· TOTAL PREMIUM 1,822.76 IMPORTANT INFORMATION '.·J,_1i--"~J·.-:1r~~1 St.;!'?i.c2s, Lin1Lt ~)t L:..JL:i_lit·J _i.:.; $"!~1 per Occurrence. t-1laxjmum :'> Occu~_-ren1..:es .in Lot.a.] r-::-r. ,.,i.r,r_1 :.ir:d '·lc.>r:-Tc1✓ing "'"rvices pt":.· pcJ icy p;c,riod. I,. '·Tl· '· ''f r '.T, " · r C. /? 01 ::; 1 2 : 0 1 i\M :·r1:) r:r.,•·:i.,-;0'i (ir~c~ctrdt:'lon~-, page rcflf~cts t.he chon<Jes yo11 rcque~"3r:.Pd for t_he r:)l.1.cy t,1°; ~ j_ :.._,,t) . nd l cr1 C <::d ab:,:,,ve. ·:·•.c: ,-·:F-!o:occl ,\uto 1nsurancl" Renewal Bill and the l;251 IMPOP:I1\NT NOTlCE are part of rh.i:c: pclicy. Tr.,:>.,' ""> .. :.:y the: 'lffi'l'.nt of your prerr.iurr., your payment options, any applicable f0r:s, ar~d +:.he dne date. ·.· ·tir ~ut_c)m0t~1lt~ irsuran~e expires arld coverage CPHses ~t l?:OlAM en 06/06/2019. Cover·age under :·,,,," pol.ii:~ ,•:i!i become effecti'lf) provided you pay the: µremi•Jm and any applicable tees a,; i:·;d;,~~;,,_d '.•::: t·L~_., /\:Jto ·:n.siJrance Renewal Bil.l. :£ '/;)1_2 hu.vc:. ar-1·:-: •=-1uPstiocs, pl.ease contact. y~;ur ctgent er hr\.)kt,:'~--ii t •1(: phuri~ L .. ir\ber provided u.bove. : ,\'( FLA'.! ?!,Y:v'F.NT Atv!T ~'EE JUE DAT!:: 06 i O :i / 7 0 l 9 06/0512019 U6!Li500l CJ U6/05/20l9 Fa'.: ,; f, ,'!.,, 1-.·J.v :·,,_1rn1-~. Fc1·'y1-RCC \: :.1:lk'. i'd y-E!.7'T ! CAR OCC ORV PRODUCER COPY U-177 12/2018 $1, 8?~,'. ·7 6 $9]ti.26 $ 6 ~ ~.; f. $.Ei. '/6 W)NE SG. 00 $b.OO $6. 00 s301.16 s;.no □6,o~,2019 RAT PRN. PTS• SD i GD. MIC! MK i MDL'. sr. L PD ljcLASs MIL ORV :DRV. I PTS! STD, SYM\ SYM SYM SYM TYP 1 00 N Y ; KA SR 5K 13 , 2B6 ES 2 01 ; N Y : KA CD 46 16 , 1 C6 ES UNO M. Pimentel AMOUNT DUE: $ 307.76 NEXT PAYMENT fEE 5916.~8 56.00 C2/18/20J9 5613.00 56.00 0//19/2019 $309.40 SG.00 07/06/2019 S305.40 $2.□0 07/06/2019 N BU , 20 . 5 6002 . H ·· 1941 , N l Y 1 1 , 1 1 3 SALl USEj MIL\ ~,'PERS FL.GI GRPCDI MP~~TI j DOB lc5..R~ :~v,REST'· ~I~ N PL 1 ; ; 5 i 6002 ; H i 1938 ! N . Y : 1 . 1 • 3 DUE DATE: 06/05/2019 MAILING DATE: 05/29/2019 Process Date: 05/28/2019 CERTIFICATE OF EXEMPTION WORKERS' COMPENSATION/EMPLOYERS' LIABILITY INSURANCE Susan Berk sole proprietor I, ________________ , am the _______________ _ [ insert name] Susan Berk of _____________ _ [ name of company] [title] Susan Berk I hereby certify that __________ _ [ name of company] has no employees and is not required by law to maintain workers' compensation or employers' Susan Berk liability insurance. Should _________________ employ any person [ name of company] consulting and training during the term of the Agreement with the City of Carlsbad for ___________ _ [ description of project or work that is being contracted] then workers' compensation and employers' liability insurance will be obtained. Susan Berk [Name] Susan Berk [Title and name of company or corporation]