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City of Sunny Isles Beach <br /> RFP 18-04-02 Disaster Debris Management and Disposal Services <br /> illDocumenting and Resolving Damages <br /> Ceres Environmental Services, Inc. will repair any damages caused by equipment or personnel in <br /> performance of RFP 18-04-02 Disaster Debris Management and Disposal Services for City of Sunny Isles <br /> Beach. Work areas will be returned to their original condition. <br /> Large phone and e-mail traffic from concerned residents are a part of every natural disaster. Ceres <br /> maintains a toll-free Storm Hotline that is staffed and accessible 24 hours a day, 7 days a week to handle <br /> questions, concerns or complaints related to clean-up: 1-877-STORMI2. The number will be prominently <br /> displayed on all equipment working the clean-up area. Ceres monitors call and e-mail volume, and <br /> establishes additional toll-free numbers and enlists additional staff whenever greater capacity is required <br /> to ensure maximum community responsiveness. <br /> The Call Center keeps a log of incoming calls and e-mails and records the address of reported incidents, <br /> resident names, reported complaints, dates and times of reported incidents, and the truck numbers (if <br /> applicable). <br /> Ceres then compiles resident communications and organizes them into date/time of receipt and response <br /> priorities. Trained account executives sort through messages and identify time-sensitive incidents such as <br /> broken water lines, which would receive immediate attention. Each account representative identifies all <br /> pertinent information, investigates the reported incident, and ultimately locates the responsible crew if fault <br /> is found. Reports will be accessible daily or weekly and can be disbursed to City officials accordingly. <br /> Subcontractors will be given 48 hours to settle their damages. If the sub fails to repair the damage, Ceres <br /> will immediately make the repairs and back-charge the respective sub. The sub may also be subject to <br /> temporary shutdown of their crews and/or termination of the subcontract. <br /> Ceres uses the following forms to track and resolve damage claims. <br /> 0 <br /> ,i <br /> (ICEpM]E Tab 8 Project Understanding and Technical Approach <br /> ENVIRJO-N- ENTAL Section 2 Understanding of the Services and Support <br /> Page 8.2-7 <br />