Awardees are expected to provide call services for the Guaranteed Ride Home (GRH) Program, encompassing the following performance requirements: 1. Maintain and Monitor Project Inbox: The contractor must maintain and monitor a project inbox that receives emails consisting of GRH ride requests. These emails are generated by program participants who submit GRH ride requests through the Georgia Commute Options (GCO) web and mobile applications. The project box's email address and login/password credentials must be provided to ARC, and ARC will keep track of each GRH ride request received. 2. Conduct Outbound Calls: Outbound calls must be made to each program participant who submits a ride request within 10 minutes of the email request being received in the project inbox. The purposes of these calls include: o Verifying that the details of the trip listed on the ride request are accurate and reflect the participant's needs, including full name, drop-off and pick-up locations, reason for the ride, and time of day the ride is needed. o Conducting a final check that the participant is requesting a GRH ride according to GRH program requirements. o Explaining to the participant how the ride pick-up process works, when applicable. 3. Schedule Rides: Schedule rides for eligible GRH program participants through ARC's account via Uber Central, Uber's ride dispatching system. This involves: o Signing into ARC's Uber Central account. o Selecting the new ride setup feature in the dashboard. o Entering the relevant rider information and ride details as required by the dashboard, including rider's first and last name, phone number, ride pick-up and drop-off location, time of ride, and Uber vehicle type. o ARC will grant individual access to provider agents, each requiring a unique working email address. o An Agent List with first name, last name, and email address of each agent servicing the GRH program must be provided to ARC. o Agents are responsible for creating, maintaining, and safeguarding their own passwords and are not to share them or log in using another agent's credentials. o ARC must be notified immediately if an agent with Uber Central access no longer services the GRH program or is no longer employed with the provider, so their login credentials can be disabled. o Any charges to the Uber Central platform not attributed to a verified GRH request may result in suspension of the agreement and must be reimbursed to ARC within 10 business days. o The consultant must contact ARC by email if there are any issues or disputes when scheduling or completing a ride request.
