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Attachment V — Example FAQ for Hotline Staff Shoreview Rollout We are beginning collection in the City of Shoreview on July 9, 2018. Please review this document so you are prepared to answer some frequently asked questions from Shoreview residents. Here are a few details about the transition to help you take calls this week. I also put paper copies of Shoreview zone maps on your desks just to help you get oriented to where the routes are in relation to each other. Cart Rollout and Cart Swap Requests • The City of Shoreview is managing the cart rollout. The City has contracted with their cart manufacturer to deliver all of the new carts. Any calls about cart delivery should be directed to the City at 651-490-4665. • The city's previous recycling hauler, Republic Services, is responsible for removing all of the old carts. Any questions about cart removal should be directed to Republic at 952- 941-5174. • All residents were sent a postcard earlier this spring, giving them an opportunity to select a different cart size than the one they currently have for recycling. If they did not respond, they should get a cart that is the same size as their current one. • If the resident thinks there was an ERROR with their cart delivery and they did not get what they asked for, direct them to the city at 651-490-4665. • If the resident DID get the cart they requested but they want a different size, you can enter a cart swap request in Fleetmind for them. Collection Schedule • All Shoreview homes have recycling collection every other week, and all homes are collected in the same week. We will collect all Shoreview homes in the blue week, and will not have any Shoreview routes on the Green week. • Shoreview Multifamily Accounts are collected weekly. • All single family homes are entered in Fleetmind so you can look them up and verify their collection schedule and collection location. • All carts must be placed at the edge of the curb by 6am on their collection day.