22 incident management protocols - georgiamydocs.dot.ga.gov/info/publicdownloads/downloads/orr 5273...

Georgia Department of Transportation Roadside Assistance and Maintenance Program - RAM eRFP No.: 48400-DOT0000472

12 May 2016

Attachment H. Question 22 Page i

Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this document.

TABLE OF CONTENTS

22 INCIDENT MANAGEMENT PROTOCOLS................................................................................................1

22.1 UNDERSTANDING OF INCIDENT MANAGEMENT PROTOCOLS AND STRUCTURE USED IN

THE STATE OF GEORGIA ..............................................................................................................1

22.2 HOW WILL THIS PROGRAM FIT INTO EXISTING STRUCTURE.......................................................6

22.3 HOW WILL THE OPERATORS RESPOND APPROPRIATELY TO INCIDENTS? ....................................8

LIST OF TABLES

Table 22-1. GDOT RAM Operators Trained in Incident Management National Best Practices. ...............7

Georgia Department of Transportation Roadside Assistance and Maintenance Program - RAM eRFP Event No.: 48400-DOT0000472

12 May 2016

Attachment H. Question 22 Page 1


22 INCIDENT MANAGEMENT PROTOCOLS

GDOT is assured that Serco provides Incident Management plans and practices aligned with State

codes and policies, as we work in close and consistent cooperation and collaboration with law

enforcement, fire and rescue, and Emergency Medical Services agencies statewide.

Serco’s deep understanding of Georgia Incident Management protocols revolves around the nationally accepted best practices upon which they are built, as we have developed our own RAM-type programs

on the same principles. As such, we have considerable practical experience in the implementation and/or transition of similar traffic incident management patrol operations that should prove invaluable in the

seamless integration of GDOT’s RAM Program.

22.1 UNDERSTANDING OF INCIDENT MANAGEMENT PROTOCOLS AND STRUCTURE USED IN THE

STATE OF GEORGIA

To broaden our understanding of Georgia Incident Management protocols, as well as initiate

collaborative working relationships, Serco has established relationships with Highway Emergency Response Operator (HERO) management and the Traffic Incident Management Enhancement (TIME)

Task Force. Through our sharing of operating practices and procedures, we have developed the beginnings of a long-term collaborative relationship. Serco recognizes that the State of Georgia has adopted the National Incident Management System (NIMS) protocols and the NIMS Incident Command

System (ICS) component as its structure in performing Traffic Incident Management (TIM). The Georgia TIME Task Force developed the Georgia Department of Transportation (GDOT) Traffic

Incident Management (TIM) Guidelines based on the federal NIMS and ICS.

Understanding of Incident Management Protocols. Serco is committed to following the State of Georgia TIM guidelines, including the ICS component of NIMS that provides the protocols for

command and control at the scene of incidents. We have aligned our RAM Program structure to this systematic proactive approach—performed at all levels of State Government departments/agencies,

nongovernmental organizations, and the private sector.

Serco has studied the Georgia TIM guidelines, which have a solid foundation based on the following recognized national standards:

Federal Highway Administration (FHWA)—Interagency communication, on-scene TIM operations, TIM performance metrics, quick clearance initiatives, and guidance improving Safety Service Patrol

(SSP) programs.

National Incident Management System—NIMS training to support a common Georgia Incident

Command structure to standardize agency response and unify local Incident Management strategies with national best practices.

Like the Georgia TIM guidelines, Serco’s protocol strategy will also adhere to the national standards and

incorporate all relevant Georgia policies and statutes into our Standard Operating Procedures (SOPs). The Serco Operators will work under the direction of the Incident Commander (IC) on each scene. Our

personnel will understand they perform a supporting function once the appropriate emergency personnel Incident Command is established.

The senior law enforcement official on an incident scene is typically the IC, except in situations

involving a fire, rescue, patient care, or hazardous materials. At different stages of an incident, different disciplines may need to assume the role of Incident Commander, and ICS provides for an orderly

transfer of command as assignments are completed.


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In addition, Unified Command may be required on large-scale events. Law enforcement, in cooperation with other incident participants, will secure the incident scene in a manner to safely make available the

most travel lanes as soon as reasonably possible. As specialized resources (e.g., law enforcement and other agencies, fire and rescue, Emergency Medical Services [EMS], and towing and recovery) complete

their missions, they will clear the incident and return to their normal duties. The paramount goal is restoring the roadway to normal traffic as soon as possible.

Serco recognizes the following TIM-related Georgia statutes are in effect and will fully comply with

such:

Georgia Code 32-6-2 Authority to Tow. Providing liability exemption and the authority to remove

vehicles from the roadway under the authorization of state or local law enforcement, fire department, or DOT.

Georgia Code 40-6-275 Steer It And Clear It. Requires drivers involved in minor property damage collisions (i.e., incidents with no serious injuries or deaths) to move the vehicles from the travel lanes and then exchange information.

Georgia Code 40-6-16 Move Over. Requires passing vehicles to slow down and/or safely move to an adjacent lane when approaching an authorized emergency vehicle (including towing, recovery, or

maintenance vehicles) that is parked or otherwise stopped on or next to a multilane highway.

Georgia Code 40-11-3 Abandoned Vehicle. Allows for the immediate removal of abandoned

vehicles on the highway system to improve safety or mitigate congestion.

Georgia Code 40-6-276 Roadway Debris Removed by Towers. Towing and recovery personnel

must help clean debris from the roadway.

We also recognize the need to integrate and participate with relevant agencies and programs within the

Georgia Incident Management operations, including but not limited to the following groups: 1) TIME Task Force and Local TIM Committees, 2) Georgia NaviGAtor, 3) Southern Traffic Incident Exchange, 4) Towing and Recovery Incentive Program, and 5) Open Roads Policy.

Traffic Incident Management Enhancement (TIME) Task Force and Local TIM Committees. The Metro Atlanta TIME Task Force started in 2002 to facilitate the safest and fastest clearance of traffic

incidents to lessen the impact on emergency responders and the motoring public. This organization holds an annual conference in Georgia, quarterly membership meetings, and a variety of responder training courses. Serco will play an active role with the TIME Task Force, contributing to the

development of common operating strategies and promoting a greater mutual understanding of all agency roles and responsibilities.

Georgia NaviGAtor. Because we managed the NaviGAtor contract, Serco understands the TMC’s

important role in managing incidents, controlling traffic, and providing accurate information to the traveling public. Serco will ensure that our Operators, Dispatchers, and management team fully

cooperate with the Georgia NaviGAtor program. Our SOPs will complement existing NaviGAtor SOPs to facilitate smooth working relationships.

Southern Traffic Incident Exchange (STIX). Serco understands that the Atlanta TMC coordinates and

disseminates information relating to incidents that could affect multiple states or districts. Serco personnel will fully participate and contribute to this valuable information exchange.

Towing and Recovery Incentive Program (TRIP). The Towing and Recovery Incentive Program (TRIP) was implemented in Metro Atlanta in January 2008 to quickly and safely clear traffic incidents from the highway system. TRIP pays approved heavy-duty recovering companies a monetary bonus for


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clearing commercial vehicle wrecks within 90 minutes. Approved companies must meet stringent equipment and formal training and certification requirements.

Open Roads Policy. This policy states that whenever a roadway or travel lane is closed or partially blocked by a collision or traffic incident, that law enforcement, transportation, and local public safety

agencies shall re-open the roadway as soon as possible on an urgent basis with the highest priority given to the safety of the public and responders. The policy was initiated by GDOT and the Department of Public Safety (DPS). Serco will work with GDOT and other agencies to clear blocked roadways and travel lanes.

We will fully support law enforcement, transportation, and local public safety agencies to re-open the roadways on an urgent basis with the highest priority given to the safety of the public and responders.

The Serco approach aligns with the State of Georgia TIM Plan, which also subscribes to the three primary National Unified Goals (NUG) objectives:

Objective 1: Improving Responder Safety. Implementing effective traffic Incident Management

strategies to ensure responder safety.

Objective 2: Safe Quick Clearance . Quickly clearing incidents and restoring the highway to normal

are the essential components of Georgia’s TIM. For an incident to be cleared quickly, all stakeholders must consider this a priority. The following four elements are essential for quick roadway clearance:

1) The quick clearance of vehicles, cargo, or objects is critical to prevent excessive traffic congestion

that endangers or would prohibit the emergency response of police, fire, or medical services to life-threatening situations.

2) Preventing the occurrence of secondary incidents, which could further jeopardize public safety, complicate or prolong clearance, and add to the congestion cost of the original incident.

3) Minimize the long-term impacts of highway incidents (e.g., roadway releases of oil and/or hazardous

material [HazMat]) that may impact public health, safety, welfare, and the environment. 4) Minimize productivity losses created by highway congestion and delay. These losses adversely

impact business, government, education, and the quality of life. Every effort should be made to minimize this cost, impact to public safety, and inconvenience to the motorists of Georgia.

Objective 3: Prompt, Reliable Incident Communications. Many disciplines (primary and support

responders) must work together and communicate clearly. Primary responders include law enforcement, fire and rescue personnel, GDOT personnel, local DOT or public works personnel, EMS, towing and

recovery agency personnel, and 911 dispatch or TMC staff. Support Responders include coroner/medical examiner, toll operators, Environmental Protection Division (EPD), HazMat mitigation agents, and Georgia Emergency Management Agency (GEMA) personnel.

The fundamental strategies Georgia uses to improve communications among these responders are:

Traffic incident responders should develop and implement standardized, multidiscip linary traffic

incident communications practices and procedures. Plain language should be used by all responders when conversing on the radio in lieu of “10 codes.”

All traffic incident responders should receive prompt, reliable notification of incidents to which they

are expected to respond consistent with the incident classification guidelines.

State, regional, and local TIM stakeholders should work together to develop plans to make use of

existing interoperable voice and data networks.

TIM partners should encourage development of more prompt and reliable traveler information

systems that will enable drivers to make travel decisions that reduce the impacts of emergency incidents on traffic flow.


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TIM partners should coordinate with news media and information service providers to provide

prompt, reliable incident information to the public.

Public Safety Communication Centers should maintain up-to-date contact information for stakeholders in this plan and include business hours and after-hours contact numbers.

In the application of their TIM process, Georgia has adopted the National Traffic Incident Management timeline. The National Traffic Incident Management Coalition has defined two key measures for TIM:

roadway clearance and incident clearance. Serco understands that these key measures drive traffic incident management, and we place great emphasis on identifying and managing incidents. The success of this approach is exemplified by our Patrol Operators in Virginia, who identified and managed 80

percent more incidents than the contractor in place before us. Each stakeholder has a different role during the TIM process. The section below outlines the responsibilities of each stakeholder in Georgia’s

traffic incident timeline.

Understanding of the Incident Management Structure. Serco understands the importance of identifying the Incident Management structure and working with many diverse stakeholders to provide

timely distribution of information and manage their expectations. For the Georgia Traffic Incident Management Program we have identified at least 11 stakeholder groups that have a vested interest in

assuring the success of TIM:

Department of Public Safety (DPS) Responsibilities. DPS Troopers who respond to traffic incidents will make clearing the travel portion of the roadway a high priority. DPS will conduct any required

investigation in the most expedient manner, considering the severity of the traffic incident. Non-critical portions of the investigation may be delayed until lighter traffic conditions allow completion of those

tasks. DPS will close only those lanes absolutely necessary to conduct the investigation safely.

Local Law Enforcement Agencies. Officers play a major role in almost all TIM processes, including detection, notification, response, roadway clearance, incident clearance, and After Incident Review

(AIR) meetings. The responsibilities of law enforcement can vary depending on the type of incident or situation involved, but certain basic responsibilities apply to all incidents.

Fire and Rescue. These personnel respond to all highway incidents involving fire, injury, fatalities, spills, or HazMat. They are prepared to act as an IC and establish unified command at the incident scene.

Emergency Medical Service. Responders may be a third agency or part of the fire and rescue department responding to a traffic incident. EMS refers to the responders dedicated to assessment and/or

transport of potential patients at an incident.

Medical Examiners. Medical examiners should report to an incident scene when called by the on-scene law enforcement officer, or when a fatality is involved. Medical examiners may participate in the

response, clearance, and AIR processes. During clearance, the medical examiner may authorize other agencies to move or remove victims from the incident scene.

State/Local Transportation Agencies. The state or local transportation agency includes the TMC, roadway maintenance, planners and designers, and traffic engineering personnel.

Roadway Assistance and Maintenance (RAM)/HERO. Typical services provided by RAM/HERO are

centered on increasing the safety of motorists and responders. Tasks include changing tires, assisting in moving vehicles, providing engine jump-starts, providing gasoline, administering first aid or CPR,

containing minor spills, and setting up temporary traffic control devices.


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Transportation Management Center. The TMCs in Atlanta and Macon are staffed by Operators, Dispatchers, traffic specialists, media liaisons, and managers dedicated to incident management. The

TMC operator’s primary role is to monitor and help coordinate incident activities using traffic cameras, changeable message signs (CMSs), and 511 floodgates and alert messages.

Roadway Maintenance. The role of GDOT Maintenance Personnel (GDOT-MP) is to provide a safe, efficient, and sustainable highway system for its users. When requested, GDOT-MP will respond and deploy resources to major traffic incidents 24 hours a day, 7 days per week. GDOT-MP, in coordination

with Unified Command, will upgrade temporary traffic controls (TTCs), determine detour routes, and discuss clearance strategies. GDOT-MP, in coordination with Unified Command, will determine and

deploy the necessary heavy equipment and manpower to reopen the roadway if there is a delay or if the task is beyond the capabilities of the wrecker service on the scene.

If cargo or spilled loads (non-hazardous) are involved, GDOT-MP will assist in the relocation of

materials in the shortest possible time, using available equipment. All such materials or any vehicles relocated by GDOT will be moved the minimum distance necessary to eliminate traffic hazards. GDOT-

MP will assess any damage to state assets and notify parties responsible for the repair. GDOT-MP will document all GDOT hours and equipment used for traffic control, roadway clearance, and debris cleanup. GDOT-MP will secure the traffic scene to the extent possible prior to leaving the travel lanes.

Towing and Recovery. The safety of responders, crash victims, and motorists is a towing and recovery operator’s first priority. Towing and recovery vehicle operators are often on the road and may detect the

incident first—in which case they should notify the 911 dispatch center. They may play the role of incident responders until additional help arrives.

Hazmat Mitigation Agencies. Upon discovery of a HazMat incident by on-scene fire, law enforcement,

or DOT, they will contact the responsible party (the carrier) to activate their hazardous materials mitigation contractor. While the local fire jurisdiction may assist with containment and mitigation of

vehicle fluids or HazMat cargo leaks and spills, they can only provide limited containment/public safety protection and not the ultimate clean-up.

Finally, although Georgia established the TIME Task Force in the Metro Atlanta region in 2002 to

facilitate the safe and fast clearance of traffic, Georgia also promotes the formation and supports the activities of local TIM committees. Periodic meetings of all involved parties and practitioners are vital to

the continuity of the local committees and a coordinated response to highway incidents that mandate multiple levels of professional response. Suggested strategies include:

Establish/Reestablish and maintain TIMs committees.

Representation should include at a minimum fire departments, local/State law enforcement, emergency medical services, transportation incident management, 911 communications, and towing

and recovery operators.

Conduct training approved by the Statewide Traffic Incident Management Committee.

Committees should meet as needed, but at least semi-annually.

Committees should conduct After-Action Reviews (AARs) of select Level 3/Major Incidents or

other incidents as requested, addressing lessons learned. The ICs of the incidents should participate in the AAR.

Serco will both take an active role in existing regional TIM committees as well as participate in the development of such where they do not currently exist. We have an intimate understanding of GDOT’s Incident Management organization because we subscribe to the same nationally recognized best


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practices. Our programs in Virginia and Louisiana are based upon very similar structures and protocols. This experience will enable seamless transition into the GDOT TIM operations.

22.2 HOW WILL THIS PROGRAM FIT INTO EXISTING STRUCTURE

Incident Management is a strategic piece of the RAM Program which is all intended to enable Georgia motorists to safely travel over the roadways. Incident Management involves activities ranging from

prevention to safe, quick, and efficient incident clearance. Serco recognizes RAM programs as one of the most effective Traffic Incident Management strategies available. Successful RAM programs help meet the NUG and improve TIM in cities across America. We have implemented and/or transformed

similar programs in other states, building each around the importance of Traffic Incident Management. We develop our training programs and operating procedures with TIM as their cornerstone, with safe,

quick clearance of traffic incidents as the driving force behind our operations.

The expansion of emergency patrol operations throughout Georgia in the form of the RAM Program will be of great benefit to Georgia’s TIM activities. Moving resources into an expanding RAM Program to

provide TIM services demonstrates a clear understanding of a comprehensive approach to congestion and traffic safety. FHWA recognizes Safety Service Patrol programs (RAM and HERO in Georgia) as

being a highly effective TIM strategy. The intended benefits of the GDOT RAM Program particular to Incident Management include reducing risk of incurring secondary crashes by shortening the recovery time to normal traffic flow following a crash, reducing traffic congestion caused by disabled vehicles,

reducing traffic injuries and death, and providing safety and comfort to those stranded. Serco is both prepared and equipped to partner with GDOT in taking the next step in this critical program.

The scope of the RAM Program proposed by Serco includes all of the services described by FHWA for a full-function safety service patrol, as described in their “Field Operations Guide for Safety Service Patrol” and the added service of maintenance coordination and assistance to the GDOT in-house maintenance

forces. The single exception to this approach is the absence of a full-program towing service.

RAM Integration into Georgia’s TIM Program

The RAM TIM activities include a multitude of responsibilities. However, it is recognized that the following basic functions drive these responsibilities and integrate the RAM Program into Georgia’s Incident Management program:

1) Scene Safety Utilizing TTCs at a Traffic Incident Management Area, RAM Operators help move road users safely

and expeditiously past or around an incident, reduce the likelihood of secondary traffic crashes, and help to establish a safe zone for first responders to perform their duties.

2) Traffic Incident Clearance

Quick clearance of all traffic incidents, large and small, is important not only for reducing traffic congestion and improving mobility on the highway network, but also for improving safety for

travelers and incident responders. Minor incidents, even those on the roadway shoulder, can become major incidents. Lengthy clearance times increase the exposure of travelers and responders to secondary crashes. A secondary crash can be much more serious than a minor primary incident.

RAM Operators make safe, quick clearance of traffic incidents a major priority.

3) Traffic control and scene management

RAM Operators establish a Traffic Incident Management Area as soon as practically possible following arrival at an incident scene using TTC devices such as traffic cones, flares, and warning signs. These areas are used to provide the traffic control and advance warning necessary to create a

safe working area for first responders at an incident scene.


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4) Incident detection and verification RAM Operators quickly and accurately identify a variety of incidents, and implement a set of actions

to minimize the effects of those incidents on traffic to prevent further incidents or minimize their impacts.

5) Motorist assistance and debris removal RAM Operators provide prompt motorist assistance to both clear travel lanes, if impacted, to enable stranded motorists to return to their travels, and to remove distractions on the roadway shoulders

which could result in more serious incidents. Debris removal likewise removes dangerous obstacles and distractions.

6) Traveler information By quickly update changing traffic conditions or incident status, RAM Operators provide up-to-date, reliable traveler information to help mitigate traffic disruptions.

Accurately Identifying Incident Severity Levels—Serco strongly emphasizes RAM as a core TIM function. Our RAM Operators identify the three recognized incident severity levels as follows:

Type 1: Major. The expected duration of a major incident is more than 2 hours. Major traffic incidents are typically traffic incidents involving hazardous materials, fatal traffic crashes involving

numerous vehicles, and other natural or man-made disasters. These traffic incidents typically involve closing all or part of a roadway facility for a period exceeding 2 hours.

Type 2: Intermediate. Intermediate traffic incidents typically affect travel lanes for a time period of

30 minutes to 2 hours, and usually require traffic control on the scene to divert road users past the blockage. Full roadway closures might be needed for short periods during traffic incident clearance

to allow traffic incident responders to accomplish their tasks.

Type 3: Minor. Minor traffic incidents are typically disabled vehicles and minor crashes that result

in lane closures of less than 30 minutes. On-scene responders typically include law enforcement and towing companies, and occasionally GDOT service patrols.

Our trained Operators have the skills to properly address each type of incident.

Development of Operations and Interaction with the Department Serco is both prepared and equipped to partner with GDOT in taking the next step in this critical program, and Incident

Management is a critical component of our RAM Program strategy. In developing our operations, we will create a standard, interoperable program across the State of Georgia, structuring the program to employ a surge in services to address special events and emergency operations. We train RAM

Operators in the following incident management protocols, and working to these protocols enables us to easily fit into Georgia’s existing structure and to improve the travel experience over the Georgia

roadways as shown in Table 22-1.

Table 22-1. GDOT RAM Operators Trained in Incident Management National Best Practices. Serco’s training program is designed to provide Operators the complete knowledge of the Incident

Command structure—improving Incident Management and providing seamless integration to GDOT’s other Incident Management protocols.

INCIDENT MANAGEMENT

PROTOCOL TRAINING INTENT

ICS 100, Introduction to

Incident Command System

Introduces the Incident Command System (ICS) and provides the foundation for

higher-level ICS training. This course describes the history, features, and principles,

and organizational structure of the ICS. It also explains the relationship between ICS and NIMS.


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INCIDENT MANAGEMENT

PROTOCOL TRAINING INTENT

ICS 200, ICS for Single

Resources and Initial Action Incidents

ICS 200 is designed to enable personnel to operate efficiently during an incident or

event within ICS. ICS-200 provides training on and resources for personnel who are likely to assume a supervisory position within the ICS.

CS 700, National Incident

Management System (NIMS) An Introduction

This course introduces and overviews the NIMS. NIMS provides a consistent

nationwide template to enable all government, private-sector, and nongovernmental organizations to work together during domestic incidents.

Strategic Highway

Research Program (SHRP2)

Clearing incident scenes quickly with a well-coordinated, multidisciplinary team of

first responders and transportation personnel is an important means of reducing the risk of secondary crashes and congestion delays. The second Strategic Highway

Research Program (SHRP2) now offers multidisciplinary training for both responders and trainers to meet this need.

The Serco program fully satisfies the principles espoused through the TIM program. Like the existing

structure, it is designed to improve safety, reduce roadway congestion, and decrease the number of secondary incidents through quick roadway clearance.

A key element of the TIM approach involves planning and collaboration. On this project, RAM management and supervision must interact with police, fire, and towing industry stakeholders to improve incident response coordination and safety. While these interactions will include both planned

and impromptu interactions, we believe that all shared communications will serve to build relationships that are necessary for quick, effective responses when time is of the essence.

RAM operations consist of strategic, tactical, and supporting activities, but each of these categories can be spread into different areas. Success will depend on improving communication, coordination, collaboration, and cooperation among all disciplines. Central to this Serco’s cooperation is active

participation established regional TIM committees, and our dedication to promote such where they don’t currently exist.

22.3 HOW WILL THE OPERATORS RESPOND APPROPRIATELY TO INCIDENTS?

The intended benefits of the GDOT RAM Program include reducing the risk of incurring secondary crashes by shortening the recovery time to normal traffic flow following a crash, decreasing traffic congestion caused by disabled vehicles, reducing traffic injuries and death, and providing safety and

comfort to those stranded. Our trained Serco Operators will patrol the major GDOT roadways to identify potential traffic hazards and will perform the following:

Identify

Patrol RAM routes to identify potential traffic hazards or maintenance issues.

Monitor Changeable Message Signs (CMSs)—both fixed and portable—for accurate messaging and

report any problems identified to the RAM Dispatcher.

Approach any vehicle stopped on the roadway shoulder to determine if help is needed.

Evaluate required responses and take command when first to arrive at a crash scene in accordance

with NIMS protocol.

Verify incidents received by the RAM Dispatchers.

Detect work zones that have not been registered with the RAM Dispatcher, or that have extended

past their registered work hours or completion dates.

Recognize inherently unsafe vehicles or vehicle loading on the roadway.

Report unsafe road conditions involving weather or system damage.


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Respond

Immediately dispatch the closest available unit to the scene.

Inform the RAM Dispatcher of noted hazardous roadway conditions.

Assist motorists in moving out of danger from the roadway to a safe area or in continuing on their

journeys, using push bumpers if needed and under authorized conditions.

Remove from the roadway, or request RAM Dispatcher to send assistance in removing, objects

presenting potential traffic hazards.

Provide RAM Dispatcher with full details of observations upon arrival at a crash scene.

Notify the RAM Dispatcher of emergency responders and other responders needed at a crash scene.

Assist with traffic control, lane closures, slow-roll, roadway clearance, and traffic flow restoration.

Report to the RAM Dispatcher undocumented or poorly established work zones observed.

Report delay time due to work zone (construction or maintenance) lane closures.

Assist law enforcement by blocking for routine traffic stops when available.

Request that the RAM Dispatcher inform law enforcement of unsafe vehicles or vehicle loads noted.

Previously it was presented that Georgia subscribes to the Incident Management Timeline as an effective

tool in categorizing and measuring time spent on various tasks required in the incident clearance process.

The approach focuses on quick RAM arrival, attention to incidents, and to restoring full traffic flow. Serco achieves this objective by employing the strategy of analyzing historical data to position increased

RAM staffing and patrols in areas where incidents frequently occur. This will allow quicker incident identification, response, and clearance of incidents, thereby reducing the incident timeline and the risk of

secondary incidents and crashes.

While the Serco RAM Program will use the Georgia Timeline model, we also recognize an additional process in the timeline, the prevention of incidents. These tasks would occur prior to the normal start

point of the timeline.

Prevention

Serco patrol practices specifically target the prevention phase of Incident Management. They require the RAM Operators to look for roadway dangers such as obstacles in the road, damaged or unsafe roadway surfaces, signage problems, or other things that could force a motorist into an unsafe maneuver that

could easily result in an incident. Further, they are instructed to check with motorists stopped along the side of the road to determine if help is required. The Patroller may also request the motorist to move the

vehicle into a safer location.

When RAM Operators identify a roadway issue, they must immediately communicate the concern to the RAM Dispatcher; it is vital that the RAM Dispatcher act as the communication and control center. The

RAM Operator will not undertake remedial actions unilaterally.

Certain remedies will require the RAM Patroller to request the assistance of the Georgia Highway Patrol

(GHP) or other enforcement agency through the RAM Dispatcher. The RAM Program promotes motorist safety by attending to stranded motorist needs including fueling, mechanical, and light vehicle maintenance issues. At times, motorist first aid or other medical attention is required. Controlling these

incidents and tending to these needs helps to minimize motorist distractions which could lead to additional incidents or crashes, traffic congestion, and delays.

RAM patrol activities will proactively identify and eliminate roadway hazards to prevent incidents and crashes.


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After-Action Reviews. As part of Serco’s continuous improvement process, we coordinate through post-incident analyses following each severe incident response. The best AARs typically involve the

greatest number of participating responders, including first responders (Police, Fire, and EMS), towing contractor, RAM Supervisor/Patroller, RAM Dispatcher Supervisor/Operator, and other responding

agencies. Together, we:

Identify what tasks and concepts worked well.

Determine which approaches and responses need improvement.

As needed, Serco will participate and help to organize these reviews, and the on-scene IC will lead the meeting.

Work Zone Management. The RAM Operator will coordinate with the RAM Dispatcher to monitor work zone lanes and hours of operations. They will perform the following functions:

Monitor congestion created by the work zone.

Report improper traffic control measures on the part of the construction contractor.

Report if the contractor is working outside daily scheduled hours or after project registered completion dates.

RAM Dispatcher Coordination. The responsibilities, tasks, and success of the RAM Program and the RAM Dispatcher are closely intertwined. The RAM Operator is the boots on the ground that

accomplishes the field tasks of incident management. The RAM Dispatcher supports this effort through coordination and liaison activities.

To promote this interdependent working relationship, Dispatchers and Operators must understand their

roles and must appreciate the work and challenges of their counterparts. To promote productive relationships, Serco will:

Align RAM Operator and RAM Dispatcher Supervisor shifts to facilitate information sharing.

Conduct a joint pre-shift brief of current and expected roadway activities and conditions.

Discuss where registered work zones exist and anticipate impacts on traffic flow.

Integrate RAM Operator and RAM Dispatcher functions to ensure a cohesive approach and identify

process issues through meetings and joint training workshops.

Conduct RAM Operator training that includes a 4-hour control room peer-to-peer “sit in,” where

RAM Dispatcher processes are observed and learned. RAM Dispatcher training includes at least 4 hours of ride-along with a RAM Operator to better understand their activities. The RAM detailed training programs and the RAM Dispatcher experience enables Serco to anticipate the type of

information that needs to be transmitted to and from field units and operations room controllers.

Purpose of RAM Patrol. The RAM Operators’ primary services include incident detection, clearance,

and management, including pushing vehicles to safe locations, establishing lane closures, traffic channelization around emergencies, and deploying warning devices. Secondary services include motorist assistance including providing travel directions, tire changes, jump-starts, providing water for

overheated vehicles, and support to work zone management. Operators will also provide the following support as necessary or requested:

Shadow law enforcement on low-risk activities.

Remove debris and animals to a safe area of the roadway. (They then report exact locations to the

RAM Dispatcher for removal by road maintenance crews.)

Assist the RAM Dispatcher with route diversions or other notifications.


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Provide direction and channeling to motorists using truck-mounted arrow boards. (The arrow board

displays 4-corners, cautionary diamonds, or an arrow directing traffic away from occupied lanes and shoulders. The arrow board also alerts motorists to slow down for traffic flow interruptions. )

Interoperability. Our approach to developing consistent operations, SOPs, and training allow for the

interoperability of RAM services statewide. This facilitates surge support to areas impacted by events and in extreme cases the diversion of the fleet and resources to assist with natural disasters and other

significant events.

Weather and Special Events. The RAM will work closely with GDOT and law enforcement in developing a plan for addressing severe weather events and other special events. This planning will

enable maximizing RAM resources available to mitigate traffic congestion from these events. Schedules will be developed to more easily enable extending shifts for RAM Operators to allow for an overlap of

coverage. Surge response of RAM Operators and vehicles from unaffected areas will be provided to those areas affected by weather or other special events.

Organizational Structure. The purpose of the organizational structure is to provide a full-service

statewide RAM Program with a focus on incident management. Motorist assists are considered to be a preventive program for avoiding incidents. Each Regional RAM operation will be managed by RAM

Supervision that has management experience in Incident Management and is capable of representing GDOT as required. Supervisors will work alongside Operators in the field to provide direction and support, as needed.

Communications with RAM Dispatcher: The RAM Dispatcher often becomes the lifeline for RAM when assistance is required, and the Dispatcher will quickly dispatch necessary resources to aid RAM in

setting a safe incident scene, in clearing traffic lanes, and to responding to the unique needs of an incident.

The RAM is the eyes and ears of the TIM program, and we anticipate the type of information that needs to be transmitted to and from field units and operations room controllers. The exchange of information

with the RAM Dispatcher improves travel information accuracy, trip reliability, and the overall motorist experience. They perform the following functions:

Constantly monitor and report traffic issues to the RAM Dispatcher.

Provide accurate information to enable better decision making by the RAM Dispatcher.

Communicate needed updates at incident scenes. (Patrollers are often first on the scene. When they are, they provide for a faster identification and verification of events.)

Improve motorist awareness of traffic conditions.

Quickly explain perceived inconsistencies in reports.

Provide accurate information that will be made available to Georgia motorists regarding traffic flow assessments.

Incident Action Plan. RAM Operators are trained to respond as ICs when they are the first to arrive at a crash scene, and they perform the following:

Provide an accurate scene assessment.

Notify the RAM Dispatcher of the needed required assistance.

Develop an Incident Action Plan (IAP) for addressing the handling and clearance of the crash scene.

Ensure roadway clearance.

Follow best practices recognized by the FHWA and other nationwide programs including:

National Unified Goals (NUG)


12 May 2016



Toward Zero Deaths (TZD)

National Incident Management System (NIMS)

Strategic Highway Research Program 2 (SHRP2)

Serco’s RAM programs, past, present and future, are built around the cornerstones of Incident Management and safe, quick clearance. Our training programs, operating procedures, deployment of equipment, and uniformity of operations revolve around these principles. Serco Operators are driven to

provide prompt resolution of even minor incidents, as experience has shown that a simple motorist assist can become a major incident resulting from driver distraction. These driving principles will prove to be

a valuable asset to GDOT’s Traffic Incident Management program.

22 incident management protocols - georgiamydocs.dot.ga.gov/info/publicdownloads/downloads/orr 5273...

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