Survey of Out-of-State Freeway Service Patrol Training Programs

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Eric Leon Patrick
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1 Survey of Out-of-State Freeway Service Patrol Training Programs District 6 Traffic Operations Office ITS Section Florida Department of Transportation September 2006

2 Survey Design Web survey was developed Survey was ed to State Traffic Operations Engineers Forward to individuals responsible of service patrol programs Training materials were also requested Survey site allowed upload of training materials 2

3 Survey Response 22 states (24 responses) completed the survey California (1) Georgia (1) Iowa (1) Idaho (1) Illinois (2) Indiana (1) Kentucky (1) Louisiana (1) Maryland (1) Michigan (1) Minnesota (1) Missouri (1) Nevada (1) North Carolina (1) Ohio (1) South Carolina (1) Tennessee (1) Texas (1) Utah (1) Virginia (2) Washington (1) West Virginia (1) Several indicated that they did not have service patrol programs Rhode Island in process of starting one 3

4 Program Name and Centerline Miles Served State Name of Freeway Service Patrol Program Centerline Miles Served CA Not provided (22 local programs) GA HERO 230 IA Highway Helper Program 140 ID Incident Response 36 IL Emergency Traffic Patrol 79 + Approx. 200 IN Hoosier Helpers 125 KY Safety Assistance for Freeway Emergencies (SAFE) Patrol 199 LA Motorist Assistance Program 300 MD CHART Coordinated Highways Action Response Team Being updated MI Freeway Courtesy Patrol (FCP) Approx. 230 MN Freeway Incident Response Safety Team (Mn/DOT FIRST) 280 MO Motorist Assist 80 NC Incident Management Assistance Patrol (IMAP) 500 NV NDOT FSP Program N/A OH F.I.R.S.T 110 SC Incident Responders 348 TN TDOT HELP Program 198 TX Varies by TxDOT District Approx. 850 UT Incident Management Team 270 VA Safety Service Patrol Approx. 120 WA WV Incident Response Program West Virginia Courtesy Patrol N/A 782 4

5 State CA GA IA ID IL IN Number of Vehicles and Service Shifts Number of Vehicles Service Shifts a.m., midday, p.m. 3 (?) 4:00 am to 12:30pm; 12:00 pm to 8:30 pm 3 (?) Day-Evenings-Midnights 7/24 6 am-2 pm, 2 pm-10 pm, 10 pm-6 am in Gary; 5 am-1 pm, noon-8 pm in Indy and Falls City KY Currently 7 5:00 am-9:00 pm M-F, except for 2 Vans 6:00 am - 6:30 pm LA hrs MD 47 5 am 1 pm, 1 pm 9 pm, on call 24/7 MN 10 M-F 3:30 am - 8:30 pm; SAT/SUN 9:00 am-7:00 pm MO 9 2 shifts : 4:30-1:00 & 11:30-8:00 (?) NC 60? NV 14 6:00 am-7:00 pm and split shift OH 4 5:30 am-1:30 pm (1st shift), 12:00 pm-8:00 pm (2nd shift) SC M-F, 9-7 Sat, 9-5 Sun TN 69 7 days a week, Approx 18 hrs/day, 3 work Shifts TX Approx 56 Varies by TxDOT Districts UT 12 M-F 6:30 am-7:00 pm, Sat 8:00-4:30 VA 16 7:00 am-3:00 pm and 10:00 am-6:00 pm for full timers (?) VA WA :00 noon - 8:00 pm 364 days a year (at present) Varies around peak congestion times, seasonal coverage on Mt Passes 5 WV 33 3 pm-11 pm and 11 pm to 7 am

6 Standardized Statewide Training Program 37.5% No (9) 62.5% Yes (15) 6

7 Service Patrol Personnel State CA GA IA ID IL IN KY LA MD MI MN MO NC NV OH SC TN TX UT VA WA WV In-house Employees (number) Yes (68) Yes (6) Yes (6) Yes ( ) Yes (23) Yes (14) Yes (unknown) Yes (24) Yes (17) Yes (66) Yes (unknown) Yes (63) Yes (85) Yes (unknown) Yes (12) Yes (34) Yes (55) Contract Employees (number) Yes (unknown) Yes (30) Yes (unknown) Yes (17) Yes (unknown) Yes (approx. 80) 7

8 Training Delivery Method Conducted in-house (21) Contracted to third parties (7) Others (2) Joint training with police Joint training with public safety department 8

9 Total Annual Training Budget State GA IN SC TN UT WV Budget $25,000 $6,000 $7,000 $10,000 $20,000 $150 per person Did not receive good response Difficult to know when there is not a fixed budget for it Multiple programs in the state, responders did not have the specific information 9

10 Training Format Instructor-led (21) Self-Study Training Manuals (10) Training Videos (5) Computer-Based Training (2) Not sure (2) 10

11 WV NV OH SC TN N/A TX UT 8 32 VA VA WA 80 N/A NC MO MN Varies Varies MD Varies 36 KY IN IL ID IA GA N/A N/A CA Field Hours Classroom Hours State Number of Training Hours (instructor-led)

12 Does Training Involve Exams? No (13) No Response (1) Yes (10) Multiple-choice (10) 4% Written (3) Others (4) Practical exercises (1) Demonstrations (1) State and national certificate (1) Not sure (1) No response (1) 42% Yes (10) 54% No (13) 12

13 Field Training No response (1) No (2) 4% 8% 88% Yes (21) 13

14 Additional Information (Field Training) State GA ID IL IL IN Additional Explanations Must complete a minimum of 200 hrs of ride time in a HERO truck with a Field Training Officer. The FTO knows where the trainee is in his training and the FTO works on those areas in the field. They ride with an experienced supervisor for 40 hrs and then we turn them loose. To address safety for employees and the motoring public. A total of 12 weeks of training. Classroom, ETP training yard and ride-along. This is our overall method of training. We send new employees out with lead workers to gain experience. We then ask them to perform on their own under the direct supervision of a lead worker. Once we are satisfied the employee understands his duties, he is allowed to perform independently. Each Hoosier Helper has at least 4 weeks of field training. This includes riding along with a veteran HH, then having a supervisor ride-along with the new hire. The training is generally one-on-one between a supervisor and new-hire. 14

15 Additional Information (Field Training) State KY MN NC OH Additional Explanations OJT Training is part of the overall Program in those Highway Districts where experienced SAFE Drivers are already operating. We do not have a specific length of training for this portion except to the extent that the experienced SAFE Operators report that the new SAFE Operator is ready to operate independently. Since our SAFE Program is fairly new, the OJT is dependent upon existing experienced SAFE Operators. Where these are not present, the District SAFE Supervisor (which is an additional duty, as are back-up SAFE operators also additional duties), is responsible for providing the OJT. Our SAFE Program is actually operated by our Highway Districts, with training and logistical support provided by the Central Office, as well as radio communications and dispatch provided by out Transportation Operations Center in Frankfort. Approximately five weeks of training in the field. Includes radio protocol and 10-code knowledge, emergency traffic control, vehicle positioning, care of crash victims, first aid, etc.; knowledge of specific route and ramps/loops that feed it. New employees are trained alongside more seasoned drivers for a period of two weeks (more if deemed necessary). 80 hrs of riding along with a senior member and 16 hrs law enforcement ride 15 along.

16 Additional Information (Field Training) State SC TN TX UT VA Additional Explanations The trainee will ride with an experienced driver for about 2 weeks for field training. 120 hrs of route patrol ride-along with experienced operators and/or supervisor for driver training, emergency vehicle operation, motorist assistance, safety precautions and traffic control training. On-the-job training. Individuals expected to operate all equipment associated with the duties (i.e., proper use of jumper cables, work floor jack, proper use of electric pump for fuel, etc.) 160 hrs of ride along with Senior Deputy (Houston only). First Aid training (40 hrs); traffic control (8 hrs); basic mechanics (10 hrs); computer training (8 hrs); highway knowledge (ongoing); Medical helicopter training (2 hrs); Emergency Vehicle operating procedures (8 hrs) Recognition of area, proper radio use, driving ability, filling out various department forms, wrecker use procedure, use of issued equipment. Length of training various with each individual based on a hire date and when a school is scheduled at the academy. 16

17 Additional Information (Field Training) State VA WA WV Additional Explanations Actual hands on, working with senior patrollers, and supervisors, using the SOP Manual, as guide. Check Rides w/supervisor, ride with trooper, communications center observation time. Safety Training, Homeland Security, Defensive Driving/Freeway Incident Management, Amber Alert, First Aid and CPR, Sexual Harassment and Customer Service/Hospitality. 17

18 Training Topics (number of respondents) Roles and responsibilities (22) Operator etiquette (22) Proper operator attire (22) List of vehicle equipment and tools (22) Proper use and placement of equipment (22) Proper use of tools (22) Familiarity with traffic control devices (22) Proper position of service patrol vehicle (22) Guidelines to approach a disabled vehicle (22) Steps for debris removals (22) Procedure for handling hazardous materials (21) 18

19 More training topics Safe zone setup (21) Gratuity policy (21) Completing service information (20) Handling of motorist response card (18) Homeland security issues and concerns (18) Handling motorists with special needs (13) Handling pets and animals (11) Others (11) next slide 19

20 Additional Training Topics Defensive driving Dealing with media Effective communication Public relation class Dealing with disgruntled persons Civil rights Tort/civil liability State and department policies and procedures Tow truck operations Communicable diseases First aid/cpr/medical first responder Blood borne pathogens Medical aircraft landing zone set-up MUCTD Traffic break procedures 800 MHz radio operations and communication Vehicle extrication Fire extinguisher usage/firing fighting Map reading Personal protective equipment Flagging Incident tracking and reporting Emergency detour Detour planning and implementation 20

21 Training Certification Yes (10) TDOT Training Certificate, First Responder Certification of Emergency Medical Services Flagging and basic first aid cards Certificate to the next level classes A certificate and their badge Certificate of completion (2) First Responders, CPR State and national certificate Certified for CPR, Hazard Materials, etc. First Aid and CPR through the American Red Cross No (13) No response (1) 21

22 How Often is Retraining Done? No retraining (7) Retraining is done every (5) Two years One year Two months Retraining is done when (4) Re-certifications are due and as time and manpower permit Safety and Health Training/Recertification is performed yearly. Other as required Specific programs are required (e.g., NIMS) Manpower permits training and adequate expressway coverage during classes Others (4) Different time frames for each type of training First Responders & Defensive Driving Refresher - every 3 yrs, CPR yearly New equipment (e.g., portable defibrillators) As needed No response (4) 22

23 Quality Assurance Measures State GA IA IL IL IN KY LA MD Quality Assurance Measures Information cards are given out with contact information on it, complaints are dealt with on an individual bases. Use of survey cards. In-service training will be conducted. Constant supervision and review of procedures. Also, complaint driven. If any complaints are received from the public, investigation follows. TMC Managers and Unit Foremen patrol routes to visually inspect Hoosier Helpers at work. In addition to the Comment Cards (which are prepaid and come to the Central Office for scanning and forwarding to the respective Highway Districts, each District SAFE Supervisor is responsible for monitoring the quality of SAFE Operations within their respective district. This program is a line item in our construction projects. Established performance measure goal derived from stats from the database. MI Performance tracking. 23

24 Quality Assurance Measures (continued) State MN NC OH SC TN TX UT VA WA WV Quality Assurance Measures Response cards, semi-weekly FIRST staff meetings, annual performance reviews, informal information exchange. Regular performance management reviews are done twice a year. GPS tracking, data analysis. Weekly safety meetings, annual reviews, and quarterly supervisor meetings. Brochure and postage paid comment cards given to each motorist assisted. Under the supervision of a working in-the-field supervisor. Regular employee evaluations. Observation and monitoring by supervisor and coworkers. Citizen feedback form. In Houston, the operators are certified Peace Officers with a Harris County Sheriff's Sergeant providing immediate supervision. Feedback from service cards and supervisor ride along. Supervisors do a ride along as time will allow, goal is once a year. Comment cards are one way. All complaints are investigated and action taken if appropriate. Criminal Investigative Background and Driver's License checks are administered. Identification Badges are issued through Division of Motor Vehicles. 24

25 Is Your Current Training Program Adequate? Yes (18) No (5) No response (1) Additional comments Adequate, but can always be improved Training is constantly in progress, but we are always interested in improving it and keeping up with new issues. We will be adding basic ICS training. Our SAFE Program is still fairly new, and the intent is to eventually cover all of our Interstates. Night, weekend, and Holiday operations are at the Chief District Engineer's discretion, subject to available resources. As we expand and learn, it is expected that our training program will be improved. Could always use more, but time is tight, and mostly hands on. We are about to begin training programs that will certify the Hoosier Helpers in specific areas. Some of the programs include CEVO, First Responder training, and Traffic Incident Management. Need funding. More people and trucks so we benchmark with other states It needs to be standardized among our five different regions. We are currently putting together an Incident Management Manual to collect training materials and standardize our program statewide. 25

26 Would you like to receive the summary results and the training materials obtained from this survey? No (1) 4% 96% Yes (23) 26

27 Conclusions and Findings Majority (62.5%) of the states have a statewide training program. Most (83%) service patrol operators are in-house employees. A large majority of the training is conducted in-house. All programs include instructor-led, with a few supplemented with self-study training manuals (10), videos (5), and computer-based training (2). Number of classroom training hours ranges from 8 (Utah) to 325 (Georgia), with most use 40 hours A large majority of states includes ride-along field training that ranges from 8 to 240 hours. 27

28 Conclusions and Findings Over half of the states do not include exams as part of the training. A majority includes training topics listed in the survey Common additional training topics listed by responders include defensive driving, first aid, CPR, blood borne pathogens, flagging, and detour. More than half of the programs do not provide training certification. About 30% of the programs do not require retraining, about 15% have scheduled retraining, most others done only as needed (e.g., new equipment) or as manpower permits. 28

29 Conclusions and Findings The most common quality assurance measure is service response card. Others include supervisor ridealong, complaint investigation, performance statistics derived from database, etc. Most (75%) feel that their training programs are adequate. Nearly all responders are interested in receiving results from this survey. Five programs provided miscellaneous training information. Training materials requested, but did not receive any that are ready-to-use. 29

Its Effect on Public Entities. Disaster Aid Resources for Public Entities

Its Effect on Public Entities. Disaster Aid Resources for Public Entities State-by-state listing of Disaster Aid Resources for Public Entities AL Alabama Agency http://ema.alabama.gov/ Alabama Portal http://www.alabamapa.org/ AK AZ AR CA CO CT DE DC FL Alaska Division of Homeland