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TABLE OF CONTENTS I. INTRODUCTION A. Mission Statement B. References C. Organizational Chart II. DISPATCHERS A. Dispatchers Job Description B. Phone Call Script C. Scheduling Clients D. Daily Dispatching E. Safety & Transportation Procedures III. DRIVERS A. Driver Job Description B. Transporting Clients C. Safety on the Road D. Daily Operations E. Regulations IV. CONTRIBUTIONS A. Contribution Policy & Procedures V. ROUTING BOX A. Driver’s Application B. Scheduling Software C. Passenger App VI. TITLE VI/NONDISCRIMINATION CIVIL RIGHTS POLICY STATEMENT A. Complaint Process B. Nondiscrimination in the Federal Aid Highway Program 1|Page – Erie C ounty Going Pl aces Policy an d Procedure