FDOT District 1 RTMC SOG - Traffic Incident Management

FDOT District 1 RTMC SOG - Traffic Incident Management
FDOT District 1
Southwest Interagency Facility for
Transportation (SWIFT)
SunGuide Center
Standard Operating Guidelines
Prepared by: Telvent Farradyne
Telvent Farradyne
Page i
Revised: June 2, 2008
Table of Contents
1
2
3
4
5
Standard Operating Guidelines - Document Overview .................................................... 1
1.1
Usage Guidelines for Supplementary Manuals ........................................................ 1
1.2
Manual Updates .......................................................................................................3
SWIFT SunGuide Center Location .................................................................................. 4
Agencies Collocated in the SWIFT SunGuide Center ..................................................... 5
3.1
FDOT District 1.........................................................................................................5
3.2
RTMC Operations Team Members .......................................................................... 5
3.2.1
Telvent Farradyne .............................................................................................5
3.2.2
Southwest Research Institute............................................................................ 6
3.2.3
MVP Marketing & Public Affairs ........................................................................ 6
3.2.4
Global 5 Communications ................................................................................. 7
3.3
FHP – Troop F..........................................................................................................8
3.4
FHP Regional Communications Center & Dispatch – Troop F............................... 10
3.5
Motor Carrier & Compliance Office......................................................................... 11
RTMC Building Layout...................................................................................................13
4.1
RTMC – View from the South................................................................................. 13
4.2
RTMC – Site Plan...................................................................................................13
4.3
RTMC – Floor Plan Lower Level ............................................................................ 14
4.4
RTMC – Floor Plan Upper Level ............................................................................ 14
4.5
RTMC – Control Room Layout ............................................................................... 15
4.6
Plumbing Layout.....................................................................................................15
4.7
Fire Suppression .................................................................................................... 15
4.8
Power Source/Location .......................................................................................... 16
4.9
Generator ...............................................................................................................16
4.10
Electrical Power Outlets...................................................................................... 16
4.11
HV/AC .................................................................................................................17
4.12
Data Communications Network .......................................................................... 17
4.13
Voice Communications System .......................................................................... 18
4.14
Network Communications ................................................................................... 18
4.15
Elevator...............................................................................................................18
4.16
Building Accessibility........................................................................................... 19
4.17
Special Features .................................................................................................19
4.18
Building Maintenance.......................................................................................... 19
Organizational Structure ................................................................................................ 21
5.1
Employment Categories ......................................................................................... 22
5.1.1
Permanent Full-Time Employee ...................................................................... 22
5.1.2
Permanent Part-Time Employee ..................................................................... 22
5.1.3
Temporary Employee ...................................................................................... 22
5.1.4
Co-Op, Internship, or Summer Employee ....................................................... 22
5.1.5
Contract Employee.......................................................................................... 22
5.2
Probationary Period................................................................................................ 23
5.3
Career Path ............................................................................................................23
5.4
Certification Process...............................................................................................23
5.4.1
Certification Process Requirements – RTMC Operator I ................................ 23
5.4.2
Certification Process Requirements – RTMC Operator II ............................... 24
5.4.3
Certification Process Requirements – RTMC Operator III (Lead Operator) .... 24
5.5
RTMC Job Descriptions – Operations Staff............................................................ 25
5.5.1
RTMC Operator Trainee.................................................................................. 25
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6
7
8
9
5.5.2
RTMC Operator I (Includes ATIS/511) ............................................................ 28
5.5.3
RTMC Operator II (Includes ATIS/511) ........................................................... 31
5.5.4
RTMC Operator III – Lead Operator (Includes ATIS/511) ............................... 33
5.5.5
RTMC Shift Supervisor.................................................................................... 35
5.5.6
RTMC Operations Supervisor ......................................................................... 38
5.5.7
RTMC Operations Manager ............................................................................ 40
5.6
RTMC Job Descriptions – Project Personnel ......................................................... 42
5.6.1
RTMC Contract Manager ................................................................................ 42
5.6.2
RTMC Office Manager .................................................................................... 44
5.6.3
RTMC Administrative Assistant....................................................................... 45
5.6.4
RTMC Receptionist/Clerical ............................................................................ 46
5.6.5
RTMC IT Manager...........................................................................................47
5.6.6
RTMC IT Technician ....................................................................................... 49
Background Checks, Criminal History Checks, & Drug Screening ................................ 50
6.1
Telvent Farradyne Background Checks ................................................................. 50
6.2
Telvent Farradyne Operational Security and Drug Protection Policy ..................... 51
6.3
Joint Task Force Background Checks .................................................................... 59
Employee Assistance Program...................................................................................... 62
Leaves of Absence ........................................................................................................ 63
8.1
Family and Medical Leaves of Absence (FMLA) .................................................... 64
8.2
Short Term Disability Plan ...................................................................................... 64
8.3
Maternity Leave ...................................................................................................... 65
8.4
Personal Leave.......................................................................................................65
8.5
Personal Appointments .......................................................................................... 66
8.6
Bereavement ..........................................................................................................66
8.7
Jury Duty ................................................................................................................66
8.8
Witness Duty ..........................................................................................................67
8.9
Court Appearance .................................................................................................. 67
8.10
Time Off to Vote..................................................................................................67
8.11
Public Office, Military Service, Community Service, Amateur Sports/Arts .......... 67
8.12
Military Family Leave .......................................................................................... 67
8.13
Educational Leave .............................................................................................. 68
Control Room Management...........................................................................................70
9.1
Control Room Overview ......................................................................................... 70
9.2
Hours of Operation ................................................................................................. 70
9.3
Staffing ...................................................................................................................70
9.4
Scheduling.............................................................................................................. 70
9.5
Breaks and Lunch...................................................................................................74
9.6
Smoking Policy ....................................................................................................... 74
9.7
Requests for Time-Off ............................................................................................74
9.8
Shift Swapping with Other Staff Members .............................................................. 75
9.9
Unplanned Leave ................................................................................................... 76
9.10
Working Past Scheduled Shifts........................................................................... 77
9.11
Company Holiday Schedule................................................................................ 77
9.12
Time Sheet Tracking........................................................................................... 77
9.13
Shift Change/Overlap Procedure ........................................................................ 78
9.14
Shift Start-Up Duties ...........................................................................................80
9.15
Professional Expectations................................................................................... 81
9.16
General Appearance........................................................................................... 81
9.17
Dress Code ......................................................................................................... 81
9.18
Uniform Policy.....................................................................................................82
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9.19
Parking Procedures ............................................................................................ 82
9.20
SWIFT SunGuide Center Security ...................................................................... 82
9.21
SWIFT SunGuide Center Access Control System .............................................. 83
9.21.1 Access Zones..................................................................................................83
9.21.2 Proximity Card Readers .................................................................................. 84
9.21.3 Proximity Cards ............................................................................................... 84
9.21.4 Other Access Control System Information ...................................................... 85
9.21.5 Locations of Intercom Door Stations and Master Stations .............................. 85
9.22
SWIFT SunGuide Center Video Surveillance System ........................................ 85
9.22.1 Types of Surveillance Cameras ...................................................................... 85
9.22.2 Location and Quantity of Surveillance Cameras ............................................. 86
9.22.3 Surveillance Camera Monitoring ..................................................................... 86
9.22.4 Surveillance Video Recording System ............................................................ 87
9.22.5 Surveillance Communication Requirements ................................................... 87
9.23
RTMC Work Areas.............................................................................................. 87
9.24
Equipment Room Guidelines .............................................................................. 88
9.25
Stress Reduction Room ......................................................................................88
9.26
Video Conference Equipment ............................................................................. 88
9.27
Tour Group and Media Visit Procedures............................................................. 88
9.28
General RTMC Behavior Guidelines................................................................... 89
9.29
Drug Free Workplace.......................................................................................... 90
9.30
Discrimination Policy – Equal Employment Opportunity ..................................... 91
9.31
At-Will Employment Relationship........................................................................ 91
9.32
Harassment Policy .............................................................................................. 91
9.33
Harassment Guidelines....................................................................................... 92
9.34
Issue Resolution ................................................................................................. 93
9.35
General SWIFT SunGuide Center Property Maintenance .................................. 93
9.36
Break Room Maintenance .................................................................................. 93
9.37
Workstation Policy ..............................................................................................94
9.38
Coordination of the RTMC Cleaning Vendor ...................................................... 94
9.39
Privacy and Information Release Policies........................................................... 95
9.40
CCTV Protection of Privacy Policy...................................................................... 95
9.40.1 Camera Pan/Tilt/Zoom (PTZ) .......................................................................... 96
9.40.2 Video Recording.............................................................................................. 96
9.40.3 Release of Personal Information to Police Services........................................ 96
9.40.4 Release of Personal Information to Assist Road Ranger Staff........................ 96
9.40.5 Release of Personal Information to Stakeholders ........................................... 97
9.41
DMS Information Dissemination Policy............................................................... 97
9.42
Media Policies.....................................................................................................97
9.43
CCTV Video Image Sharing................................................................................ 98
9.44
Telephone Answering Procedure........................................................................ 98
9.45
Telephone, Fax and Television Usage ............................................................... 98
9.46
Communication Etiquette.................................................................................... 99
9.47
SWIFT SunGuide Center Video Wall, Hardware, and Software Policy............. 100
9.48
E-Mail and Communications Systems Usage Policy ........................................ 101
9.49
File Record Policy .............................................................................................102
9.50
SWIFT SunGuide Center Issued Equipment .................................................... 102
9.51
TIM Team Coordination Guidelines .................................................................. 102
9.52
Post Incident Analysis and Debriefings............................................................. 103
10 SunGuideTM Software – Description ............................................................................ 104
10.1
Event Management / Performance Measures (EM/PM) ................................... 104
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10.2
SunGuide Software Incident Management Module .......................................... 104
11 Road Ranger Roles and Responsibilities .................................................................... 105
11.1
Program Overview ............................................................................................105
11.2
Road Ranger Duties ......................................................................................... 105
11.3
Patrolling ........................................................................................................... 106
11.4
Clearing Lanes and Clean-up ........................................................................... 106
11.5
Driving in the Emergency Lanes to Reach Incidents ........................................ 106
11.6
Road Ranger Service Patrol Advice to Motorists .............................................. 106
11.7
Assistance to Motorists ..................................................................................... 107
11.8
Maintenance of Traffic ...................................................................................... 107
11.9
Accidents .......................................................................................................... 108
11.10
Abandoned Vehicles ......................................................................................... 108
11.11
Disabled Vehicles .............................................................................................108
11.12
Animals .............................................................................................................109
11.13
Transporting People.......................................................................................... 109
11.14
Florida Highway Patrol Towing Service Rotation System ................................. 109
11.15
Assistance to Law Enforcement Personnel ...................................................... 109
11.16
Communication with the SWIFT SunGuide Center........................................... 109
11.17
Authorized Road Ranger Service Patrol Stops ................................................. 110
11.18
Authorized Leave from Road Ranger Beats ..................................................... 110
11.19
Missing/Malfunctioning Equipment ................................................................... 110
11.20
Road Ranger Service Patrol Shift Changes...................................................... 110
11.21
Road Ranger Issue Resolution ......................................................................... 111
12 Report Preparation and Management ......................................................................... 112
12.1
SEFRTOC Incident Analysis............................................................................. 113
12.2
511 QA/QC .......................................................................................................116
12.3
Field Equipment and Internal Status Reports ................................................... 117
12.4
RTMC Website and Partner Website Functionality Report ............................... 118
12.4.1 RTMC Website Verification Form – Example ................................................ 120
12.4.2 Website Screenshot Example ....................................................................... 121
12.5
Operations Reports........................................................................................... 122
12.5.1 Weekly Operations Report ............................................................................ 122
12.5.2 Monthly Operations Report ........................................................................... 122
12.5.3 Quarterly Operations Report ......................................................................... 122
12.5.4 Yearly Operations Report.............................................................................. 122
12.5.5 Information Accumulation for All Operations Reports ................................... 122
12.5.6 Accident Investigation Sites Report............................................................... 123
12.6
Road Ranger Activity Report ............................................................................ 124
12.7
Calculating Statistics for the Weekly Road Ranger Report (Backup) ............... 124
12.8
Other Periodic Activities.................................................................................... 126
12.8.1 Video Wall Computer Reset .......................................................................... 126
12.8.2 SunGuide Server Restart .............................................................................. 126
12.8.3 Video Wall Lamp Reset................................................................................. 126
12.9
Field Equipment and Internal Systems Tracking – MS Access Database ........ 127
12.10
Incoming/Outgoing Calls – MS Access Database ............................................ 135
12.11
Operator Incident and Event Accuracy Report ................................................. 136
12.11.1
Quality Control Guidelines ......................................................................... 136
12.11.2
Phase 1 – Event Level Review .................................................................. 137
12.11.3
Phase 2 – Spot Check and Summary Review ........................................... 139
12.11.4
Phase 3 – Error Data Input ........................................................................ 140
12.11.5
Phase 4 – Correction ................................................................................. 143
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12.11.6
Phase 5 - Feedback................................................................................... 143
12.12
Staff Meetings ...................................................................................................145
12.13
Generator Test and Error Tracking ................................................................... 145
13 Abengoa Corporate Directory ...................................................................................... 146
13.1
Data contained in the Corporate Directory........................................................ 146
13.2
Views in the Corporate Directory ...................................................................... 146
13.3
Actions .............................................................................................................. 147
13.4
How to access Listin Corporativo...................................................................... 148
13.5
Locating Information ......................................................................................... 149
13.6
Out of Office......................................................................................................150
14 Emergency Contact Information .................................................................................. 151
14.1
FDOT District 1 Staff – RTMC Operations ........................................................ 151
14.2
FDOT District 1 Staff - Field and Internal Equipment Maintenance .................. 153
14.3
Road Ranger Staff ............................................................................................154
14.4
Incident Responders and Partner Agencies – District 1 ................................... 156
14.5
Incident Responders and Partner Agencies – Other Districts........................... 157
15 FHP and FDOT – Joint Project Agreement ................................................................. 160
15.1
Fiber Optic Cable Connection – I-75 and Bayshore ......................................... 161
16 List of Acronyms ..........................................................................................................162
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Revised: 6/2/08
1 Standard Operating Guidelines - Document Overview
The Standard Operating Guidelines (SOG) document is a detailed manual that provides specific
administrative and operational policies and guidelines for the operators and supervisors working
at the Florida Department of Transportation (FDOT) District 1 Southwest Interagency Facility for
Transportation (SWIFT) SunGuide Center. It is designed to provide the staff with the reference
materials and the knowledge necessary to operate the SWIFT SunGuide Center in support of
FDOT’s overall mission.
This SOG was developed utilizing the Systems Engineering Management Plan (SEMP)
traceability matrix. Portions of this document were developed jointly with FDOT, Motor Carrier &
Compliance Office (MCCO), and the Florida Highway Patrol (FHP) to provide a review process
to resolve operational issues, facility issues, and agency responsibilities.
All procedures contained in this document have been reviewed and approved by FDOT and
FHP. Any changes, additions or deletions of procedures noted in the document will have
received FDOT approval before inclusion or removal. FHP may also modify this document by
submitting a written request to FDOT and has the approval of both agencies. The SOG will be
reviewed and revised by the FDOT RTMC Manager and RTMC Operations Manager every six
months after the commencement of operations at the SWIFT SunGuide Center.
It is expected that FHP and FDOT will conduct themselves in accordance with this document at
all times.
1.1 Usage Guidelines for Supplementary Manuals
In addition to the SWIFT SunGuide Center SOG, there are several other documents that are
necessary for the successful operation of the traffic management center. These documents are
all located at the individual operator workstations in the control room, on the SWIFT SunGuide
Center operations server, in the office of the RTMC Operations Supervisor, and in the office of
the RTMC Operations Manager, and in the office of the FDOT RTMC Manager. All the
documents are listed and described in the list below.
o
Standard Operating Guidelines – Provides specific administrative and operational
policies and guidelines for the operators and
supervisors working at the FDOT District 1 SWIFT
SunGuide Center
o
Strategic Operations Plan –
Addresses the plans, procedures, and guidelines
for activities conducted by the SWIFT SunGuide
Center. This document will include the vision,
mission, values, strategic objectives, and key
performance measures of the SWIFT SunGuide
Center.
o
Dynamic Message Sign SOP –
Contains the policies and procedures governing the
activation of the SWIFT SunGuide Center Dynamic
Message Signs (DMS). The DMS message matrix
will also be included in this document.
o
SWIFT SunGuide Center Training Manual –
Provides the purpose, plan, and
chronology for the 2-4 week training program
offered to all new SWIFT SunGuide Center
operators and employees.
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Revised: 6/2/08
o
TIM Team Manuals –
These two manuals contain the contact information
and interagency procedures for incident responding
agencies in Collier-Lee and Charlotte-SarasotaManatee Counties.
o
Local TMC Manuals –
The operations manuals for each TMC whose
coverage area borders FDOT District 1.
o
SunGuide Software Manuals –
The manual(s) that describe the SunGuide software
and give instructions on its use and functionality.
o
511 Operations Manuals –
The manuals for operating the local and statewide
511 systems.
o
Road Ranger Operations Manuals – The manual governing the operation of the FDOT
District 1 Road Ranger program.
o
Radio Console Users Manual –
o
* FHP Communications Center Manuals – The manuals for operating the FHP
communications center.
o
* Local 911 Center Manuals –
o
* Traffic Management Operations Manuals – The manuals containing the policies and
procedures for operating traffic signal systems.
o
Telvent USA Employee Handbook – Provides the employee with important information
about Telvent. It will acquaint employees with the
policies, practices, programs, and services which
guide your employment at Telvent Farradyne.
Manual containing the design, functionality, and
instructions on the use of the radio console
equipment.
The manuals for operating the local 911 call
centers.
* - These manuals are for informational purposes only.
Telvent Farradyne
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Revised: 6/2/08
1.2 Manual Updates
This document is considered a “living document” and will be updated as policies and procedures
change over time. Changes made to this document will be tracked in the “Updates to This
Manual” table below. The previous two bi-annual section updates will be tracked individually
and older updates will be condensed into a summary style entry to maintain a reasonable
document page count. These older individual table entries may be accessed in previous
versions of this document.
Updates to This Manual
Section #
Date
Section
Updated
Entire
Document
7/19/07
to
6/30/08
Entire
Document
6 to 16
8/25/04
to
12/29/06
1/26/07
10.11.2
1/26/07
Telvent Farradyne
Section Name
Change Implemented
Standard Operating
Guidelines (SOG) Manual
Creation
Created this manual and received FDOT approval
Sample Entries
Updates to this Manual
ITMS Procedures
Notification Procedures by
Incident Impact Level
Page 3
Removed the record of all changes made to this
document in this section, Updates to This Manual” from
8/25/04 to 12/29/06. This was necessary for ease of
reading and document space concerns.
Separated this section (section 6) into multiple and more
specific sections. This was a first attempt, so additional
changes will be necessary in the near future.
Changed the wording of this section to more accurately
reflect current procedures.
Revised: 6/2/08
2 SWIFT SunGuide Center Location
The FDOT District 1 SWIFT SunGuide Center
is located within the Lee County Rest Area just
east of I-75 on Daniels Parkway in Fort Myers,
FL.
SWIFT SunGuide Center
FDOT District 1
10041 Daniels Parkway
Fort Myers, FL 33913
GPS Coordinates
Latitude:
26° 33’ 12.39” N
Longitude:
81° 47’ 29.66” W
Directions traveling on I-75 north,
o Exit I-75 at Daniels Parkway – Exit 131
o Take a right onto Daniels Parkway
(east)
o Turn left into the Lee County Rest Area
o Bear left at the first fork
o Bear right at the second fork
o Bear right at the third fork
o Continue straight and enter the RTMC
parking lot
Directions traveling on I-75 south,
o Exit I-75 at Daniels Parkway – Exit 131
o Take a left onto Daniels Parkway (east)
o Turn left into the Lee County Rest Area
o Bear left at the first fork
o Bear right at the second fork
o Bear right at the third fork
o Continue straight and enter the RTMC parking lot
Telvent Farradyne
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Revised: 6/2/08
3 Agencies Collocated in the SWIFT SunGuide Center
FDOT District 1, RTMC Contract operation employees, FHP District Troop F, FHP Regional
Communications Center (Dispatch), and MCCO personnel are collocated at the SWIFT
SunGuide Center. These agencies will work together to successfully cohabitate and achieve
the goals stated in this document.
3.1 FDOT District 1
The FDOT mission is to “provide a safe transportation system that ensures the mobility of
people and goods, enhances economic prosperity, and preserves the quality of our environment
and community”. The FDOT District 1 SWIFT SunGuide Center is part of this department,
whose goal is to provide “support and expertise in the application of traffic engineering
principals and practices to improve safety and mobility”.
The FDOT District 1 RTMC Operations Points of Contact are, in order:
FDOT RTMC and Contract Manager: Carlos Bonilla
Office:
239-461-4338
Mobile:
863-797-6613
E-mail:
[email protected]
ITS Project Manager: Katherine Duvall
Office:
863-519-2726
Fax:
863-534-0915
E-mail:
[email protected]
ITS Program Manager: Chris Birosak
Office:
863-519-2507
Fax:
863-534-0915
E-mail:
[email protected]
ITS Senior Project Manager: Mark Roberts
Office:
863-519-2591
Fax:
863-534-0915
E-mail:
[email protected]
3.2 RTMC Operations Team Members
The RTMC operations team is composed of Telvent Farradyne, Southwest Research Institute
(SwRI) and M. Victoria Pennington Marketing and Public Affairs (MVP Marketing). All three
agencies are uniquely qualified to operate the RTMC because of their technical, operational,
and public relations experience which is required for an operation of this magnitude.
3.2.1 Telvent Farradyne
Telvent has the lead position on the team. In this capacity, Telvent is responsible for the
operation of the RTMC and all the associated responsibilities that go with this obligation. These
include; recruiting operators, development and provision of operator training, development of
the Strategic Operations Plan and the Standard Operating Guidelines, and overall management
of the contract.
The RTMC Operations Points of Contact are, in order:
RTMC Contract Manager: Aaron Parets
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Revised: 6/2/08
Office:
Mobile:
E-mail:
954-714-9227
954-292-0681
[email protected]
RTMC Operations Manager: John Scarpellino Jr.
Office:
TBD
Mobile:
954-214-9629
Nextel ID: 158*24*35231
E-mail:
[email protected]
RTMC Operations Advisor: Kevin Toth
Office:
561-682-3353
Mobile:
561-662-8799
E-mail:
[email protected]
RTMC Operations Supervisor: TBD
Office:
TBD
Mobile:
TBD
E-mail:
TBD
3.2.2 Southwest Research Institute
SwRI has been serving as the SunGuideTM software developer for four years, and is
under contract to provide ongoing maintenance and support of SunGuideTM
deployments. SwRI also has extensive experience in TMC support and maintenance for the
Texas Department of Transportation’s TransGuideSM facility and the Orlando Orange County
Expressway Authority (OOCEA) Data Server. SwRI is currently under contract to provide 24/7
support for SunGuideTM, TransGuideSM, and OOCEA.
SwRI provides the IT services required by FDOT on this project. Specifically, SwRI:
o Facilitates, coordinates, and troubleshoots activities for software database and network
management and maintenance
o Maintains all RTMC system hardware, software, and network components
o Coordinate ITS field equipment preventive and responsive maintenance, to support
24/7/365 operations
o Supports the development of the SOP and the SOG. This is important because the
plans and guidelines contained in these two documents are interrelated with the
operation of the SunGuideTM software.
o Contributes to the development and delivery of the operator training
3.2.3 MVP Marketing & Public Affairs
M. Victoria Pennington Marketing and Public Affairs (MVP) is a marketing
and public relations firm experienced in marketing, product development,
advertising, sales promotion, market research and organizational
development. The firm has enjoyed significant success recently with its work on the
Jacksonville 511 web site. The firm has successfully represented several public sector clients
in a variety of community forums and public hearings. MVP has the resources to develop an
extensive promotional campaign encompassing advertising, media relations, collateral, a
contest, and special events.
MVP Marketing has the lead responsibility for the design, development, and launch of the
District 1 RTMC website.
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Revised: 6/2/08
3.2.4
Global 5 Communications
Global 5 Communications is a transportation communications firm
based out of Longwood, Florida. The firm is experienced in public
relations, public information services, marketing, and multimedia tools.
The firm has enjoyed significant success recently with its launch of the FDOT “My Florida” 511
service and has recently won awards for marketing & outreach and public relations.
Global 5 Communications has the lead responsibility for the public relations interface with the
FDOT Public Information Office and will develop and implement a marketing plan to build public
awareness of the benefits that will be provided by the SWIFT SunGuide Center.
Specifically, the Global 5 Communications marketing plan will achieve the following goals:
• Define the efforts required to support the FDOT management of the marketing and
public information/relations services including, but not limited to, materials inventory,
contact database, and archiving.
• Define the efforts needed to assist the FDOT PIO in administering public information
concerning the SWIFT SunGuide Center and the I-75 FMS.
• Define the efforts needed to provide public relations to build public awareness of the
benefits of the SWIFT SunGuide Center and the I-75 FMS services including, but not
limited to, scheduling and conducting SWIFT SunGuide Center tours and presentations
for FDOT management, transportation and government officials, schools, civic
organizations and others as necessary.
• Develop a list of possible events and materials along with the associated costs for FDOT
to use in deciding the final marketing plan for implementation.
• Define the efforts necessary to build a Public Outreach Campaign leading up to the
Grand Opening of the SWIFT SunGuide Center.
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Revised: 6/2/08
3.3 FHP – Troop F
The function and duties of the Florida Highway Patrol include:
o Patrolling state highways and regulating, controlling, and directing the movement of
traffic.
o Maintaining public order, apprehending fugitives, and effecting arrests for violations of the
law that takes place in the presence of law enforcement officers.
o Investigating and enforcing laws pertaining to the offense of auto theft.
o Enforcing laws regulating dimensional regulations, taxing, operation, and other
restrictions relating to licensing of vehicles or their operators.
o Investigating traffic crashes.
o Confiscating contraband and stolen property.
o Assisting other constituted law enforcement agencies in the quelling of mobs and riots,
the guarding of prisoners, and the policing of disaster areas.
o Members of the Patrol occupying command or special duty positions will devote a
minimum of 10% of their duty hours to patrol related duties.
The FHP Troop F Fort Myers District Headquarters is co-located in the SWIFT SunGuide
Center.
The FHP Troop F Headquarters is located at the Bradenton District Station in Manatee County.
Troop F is commanded by a Major who is charged with the operations of the ten counties which
comprise the troop. The coverage area for Troop F is exactly the same as the coverage area
for FDOT District 1, except that Troop F does not cover Polk and Okeechobee Counties. Troop
F is responsible for Manatee, Hardee, Highlands, Sarasota, Desoto, Charlotte, Glades, Lee,
Hendry, and Collier Counties. These 10 counties are broken down into four districts which are
the Bradenton District, the Arcadia District, the Venice District, and the Fort Myers District.
The Bradenton District is located at Troop F
Headquarters and includes:
o Manatee County.
The Arcadia District is located in Arcadia and
includes:
o DeSoto County
o Hardee County
o Highlands County
o Glades County
o Hendry County
The Venice District is located in Venice and
includes:
o Sarasota County
o Charlotte County
The Fort Myers District is collocated in the
SWIFT SunGuide Center with MCCO and
the FDOT District 1 personnel. The Fort
Myers District coverage area includes:
o Lee County
o Collier County
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The FHP Points of Contact in the RTMC are, in order:
Captain James (Jim) Wells
Office:
239-278-7100, x300
E-mail:
[email protected]
Lieutenant Billy Rippy
Office:
239-278-7391
Main:
239-278-7100, x302
Fax:
239-278-7349
E-mail:
[email protected]
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3.4 FHP Regional Communications Center & Dispatch – Troop F
The Communication Centers of the Florida Highway Patrol are staffed by approximately 260
men and women performing many of the functions necessary to allow the Florida Highway
Patrol and its fellow law enforcement agencies to meet their mandated functions. Their duties
include telephone contact with the public and other law enforcement agencies for both
emergency and non-emergency situations, dispatching emergency and non-emergency calls for
service, performing computer inquiries for wanted persons, vehicles, registration, driver license,
etc., and many other important tasks.
The FHP Regional Communications and Dispatch Points of Contact in the RTMC are, in order:
Captain Terry Davis
FMRCC Commander
Office:
239-938-1815
Main:
239-938-1800
Fax:
239-938-1863
E-mail:
[email protected]
Troop F – Fort Myers Contact Numbers
Dispatch:
239-938-1800
Information:
239-938-1300
Duty Officer Sup.:
239-938-1800
Shift Commander:
239-938-1816
Office – District:
239-278-7100
Office – Sub-District: 239-354-2379
Regional:
*FHP (*347)
Emergency:
911
Emergency:
866-933-2718
Fax:
239-278-7349
Clerks:
Clerks (Naples):
Records:
PIO – Lt. Dodson:
239-278-7027
239-354-2379
239-278-7107
941-751-7647, x117
Troop Commander: Major Rebecca Tharpe
941-751-7647, x106
District Commander: Capt. Eddie Johnson
239-278-7390
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3.5 Motor Carrier & Compliance Office
The Motor Carrier & Compliance Office (MCCO) is a designated traffic
law enforcement agency who has the same authority as other peace
officers of the state including making arrests for violations of law,
carrying firearms, service court process, and confiscating contraband.
The agency operates a statewide system of weigh station facilities.
Officers and inspectors appointed by the division have the authority to
issue citations for violations and collect civil penalties while enforcing
state law and federal regulations. In order to assist the department in
fulfilling its mission, MCCO has the following goals and objectives.
o Protect the state’s highway and bridge infrastructure from overweight, oversized, and
unsafe vehicles. Protect the lives and property through a comprehensive safety program,
which includes Commercial Motor Vehicle (CMV) safety inspections, compliance reviews,
traffic enforcement, post crash investigations, as well as outreach programs.
o Enforce all state and general laws governing the operations of CMVs on Florida’s
roadways including registration, fuel tax, and driver’s licenses.
o Enforce laws involving the transportation of contraband using Florida’s transportation
system including illegal drugs and stolen property.
o Perform general law enforcement duties required during mutual aide events and to assist
other state and local agencies when requested.
o Support and participate in Florida’s efforts to provide domestic security generally, and to
protect the state’s transportation infrastructure from terrorism or other illegal acts.
o Aide motorists who require law enforcement assistance and generally enforce laws that
provide a safe driving environment for Florida’s citizens and visitors.
An example of the agency’s involvement in public highway safety is it “NO ZONE” program.
This is a public education campaign to make motorists aware of the dangers of driving in a
trucker’s blind spot, and is part of the national “Don’t Hang Out in the NO-ZONE” campaign.
MCCO is co-located in the FDOT District 1 SWIFT SunGuide Center to more effectively carry
out its mission in partnership with traffic management colleagues within FDOT, as well as the
FHP Regional Communications Center.
The MCCO Points of Contact in the SWIFT SunGuide Center are, in order:
Captain Troy L. Thompson
Office:
239-938-1120
Mobile:
239-938-1134
E-mail:
[email protected]
Lieutenant R. G. “Chick” Richards
Office:
239-938-1120
Fax:
239-938-1134
E-mail:
[email protected]
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4 RTMC Building Layout
The figures on the following pages depict the site plan and the floor plans for the District 1
SWIFT SunGuide Center.
4.1
RTMC – View from the South
4.2
RTMC – Site Plan
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4.3
RTMC – Floor Plan Lower Level
4.4
RTMC – Floor Plan Upper Level
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4.5
RTMC – Control Room Layout
4.6 Plumbing Layout
Plan views of the RTMC with layers to include office layout, electrical, HVAC, and plumbing are
located in the File/Records (Room 1082).
4.7 Fire Suppression
The RTMC building is equipped with a fire suppression system. The fire suppression system is
electrically nonconductive, safe to use by humans, and non-damaging to sensitive electronic
equipment. Fire protection requirements were analyzed utilizing NFPA requirements and it was
determined that it is more effective to protect the solid state equipment from fire damage with
inert gas versus sprinkling systems.
A complete grounding system is provided in the RTMC building to assure a positive ground for
data and communication systems. Lightning and surge protection is also provided to maximize
the protection of the solid state equipment and personnel safety.
If you smell smoke, contact the FDOT RTMC Manager and the RTMC Operations Manager or
their designee. If you see smoke, pull the fire alarm and contact the FDOT RTMC Manager and
the RTMC Operations Manager or their designee. If you see fire, pull the fire alarm and contact
the FDOT RTMC Manager and the RTMC Operations Manager or their designee. It is
especially important for these individuals to be contacted because they will be the emergency
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contacts for all fire emergencies, they will need to supply 911 with relevant information when
contacted, and they will need to verify that all RTMC personnel have evacuated and are safe.
Once the fire alarm is pulled, a call to the monitoring company is automatically placed. The
monitoring company will call 911 and the RTMC emergency contact to verify the situation.
If it can be accomplished safely and time allows, the RTMC Operations Manager and the FDOT
RTMC Manager will check all the FDOT and shared rooms throughout the building to ensure
that all RTMC personnel have evacuated after the fire alarm is pulled.
A detailed evacuation plan and searching assignments for all areas in the SWIFT SunGuide
Center will be developed to better facilitate the safe evacuation of RTMC personnel.
4.8 Power Source/Location
The RTMC Operations Manager and the SWIFT SunGuide Center Facilities Manager must be
contacted whenever there is a problem with the electrical control panel or cutoff switch. The
RTMC Operations Manager will be responsible for notifying the FDOT RTMC Manager. All
issues and telephone calls must be logged into the “Incoming/Outgoing Contact MS Access
database” and the “Field Equipment and Internal Systems MS Access database”.
4.9 Generator
The RTMC building is equipped with Uninterruptible Power Supplies (UPS) and a building
generator. The UPS systems provide temporary power for one hour when the regular power
supply from the utility company is not available. The generator has a 10,000 gallon main tank
and a secondary saddle tank, uses on-site diesel fuel, and has the capacity to provide
continuous power to the RTMC building for 96 hours. The generator will provide power for the
mission-critical facilities which includes the control room, equipment rooms, their support utilities
(i.e. air conditioning), and the critical circuits throughout the building during emergency
operations.
The electrical generator and fuel storage for the building is located in the north-east area of the
facility near the garbage dumpsters and the east parking lot.
If the generator fails to activate, the RTMC Operations Manager or the RTMC Operations
Supervisor must be notified so steps can be taken to fix the problem. The SWIFT SunGuide
Center Facilities Manager is ultimately responsible for the maintenance and refueling of the
generator.
The generator has a service log that lists all previously performed maintenance activities. This
service log provides useful information and is required to be present when inspected by the
state.
Whenever an event with adequate pre-warning threatens the power source to the building
(hurricanes, etc.), FDOT will request the in-house presence of generator service personnel
throughout the event. This technician will ensure that power is maintained in the building so the
systems and operations may continue without interruption.
4.10 Electrical Power Outlets
The general purpose duplex receptacles are supplied by ordinary power and can be used by
operators for normal power needs.
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The red-colored duplex receptacles are on the critical circuit (powered by the UPS when regular
power is unavailable). These power outlets are not for general use and should not be used by
operators or housekeeping staff unless directed by a supervisor.
Only mission critical equipment necessary to support operations will ever be plugged into the
critical circuit. Items such as radios and fans should always be plugged into the general
purpose duplex receptacles. Other tenants in the building should use these receptacles for
mission critical equipment; such as computers.
4.11 HV/AC
The SWIFT SunGuide Center building is equipped with heating and cooling systems. Separate
air conditioning systems are provided for the control room, computer equipment rooms, and
offices.
Heating, ventilation, and air conditioning were conceptually designed to account for the heat
loads calculated for all personnel and equipment in all building zones and should provide
effective climate control throughout the facility. Redundant systems are installed for critical
equipment conditioning.
In order to select the most energy efficient mechanical and electrical design for energy
conservation purposes, a life cycle cost analysis was performed to model the alternative HV/AC
and electrical building systems.
There are three thermostats for controlling the environment of the RTMC. Thermostat 1,
located in the lobby, controls the lobby, break room, rest rooms, conference room, and offices.
Thermostat 2, located on the south wall of the control room, controls the control room.
Thermostat 3, located on the south wall of the control room, controls the communications room.
Thermostats are set by the RTMC Operations Manager and are not to be changed without their
approval. An acceptable temperature range for all three thermostats is 73-77 degrees. These
temperatures allow everyone to be comfortable and will keep the equipment operating at a safe
temperature.
At no time should the settings be below 70 degrees, because low settings cause the AC units to
freeze and become inoperable. In turn, please take notice of high temperatures and contact the
RTMC Operations Manager or RTMC Operations Supervisor.
The RTMC Operations Manager and the SWIFT SunGuide Center Facilities Manager must be
contacted whenever there is a problem with the HV/AC controls or units. This includes
temperatures above or below the normal threshold, damage to the HV/AC units, inoperable
HV/AC units, leaks, damage to the building, etc. All issues and telephone calls must be logged
into the “Incoming/Outgoing Contact MS Access database” and the “Field Equipment and
Internal Systems MS Access database”.
4.12 Data Communications Network
The data communications at the SWIFT SunGuide Center consists of:
o The ITS network
o ITS devices
o Equipment for the internet connection
o Equipment for the telephone connection
The functionality of the ITS network and ITS field device communications system is maintained
by the RTMC IT Manager. Embarq is responsible for the internet and telephone connections to
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and from the SWIFT SunGuide Center. There are also links developed for CCTV camera image
sharing between the SWIFT SunGuide Center and other local government agencies.
The operations staff will monitor the flow of data from the field to the RTMC by normal daily
checks of the CCTV images and vehicle detector data being displayed on the operations map,
and by monitoring the device failure module. When data channels fail, the RTMC IT Manager
will be contacted. When an ITS device fails, the RTMC IT Technician will be notified and the
information will be entered into the “Field Equipment and Internal Systems” Microsoft Access
database. This information will then be relayed through the proper procedures to the ITS
Maintenance Contractor for routine maintenance or emergency remedial actions.
All ITS devices are depicted on the SunGuide software map. The connectivity status and
operability of all devices will be displayed in the system and will be monitored continuously by
the RTMC operations staff. Malfunctions will be entered into the “Field Equipment and Internal
Systems” Microsoft Access database by the SWIFT SunGuide staff. Network, ITS device, and
Embarq equipment history may be accessed through this system and will be reported daily in
the “Field Equipment and Internal System Status Report”.
A hard copy of the network map, communications systems diagrams, and connectivity charts
can be found on file with the RTMC Operations Manager and is also stored in the RTMC control
room with the other reference materials.
4.13 Voice Communications System
The voice communications system consists of several devices and methods of utilization. The
system consists of the telephones located in the building (digital network), fax machines using
analog lines, cellular telephones, and Road Ranger radios. All communication devices, except
the cellular telephones, are maintained by FDOT, but the RTMC Operations Manager should
remain the point of contact. The telephones and the telephone switch have a maintenance
contract with Siemens. The FHP RCC telephones are under a 24-hour maintenance contract
with Siemens because of the critical nature of their operation.
4.14 Network Communications
The facility network and cabling was prepared using Building Industry Consulting Service
International, Inc. (BICSI) recommended practices for cabling and wall/floor connectors,
raceways, patch panels, telephone termination panel, labeling and numbering, and other
network equipment.
Block diagrams of local area networks and wide area networks can be found on file with the
RTMC Operations Manager and is also stored in the RTMC control room with the other
reference materials.
The RTMC IT Manager
communications (including
related issues, call the Help
of this document. Specific
directed to the help desk.
and RTMC IT Technician maintain the computer network
e-mail and Internet service). For Telvent Farradyne computer
Desk number listed in the “Emergency Contact Information” section
individual computer manuals or general questions should also be
4.15 Elevator
The elevator is located in the Secure Lobby. The elevator has a service log that lists all
previously performed maintenance activities. This service log provides useful information and is
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required to be present when inspected by the state. Please contact the RTMC Operations
Manager or the FDOT RTMC Manager for access to the elevator service log.
The elevator has an emergency telephone. When lifted, this telephone will automatically dial
the (xxx) xxx-xxxx telephone number in the SWIFT SunGuide Center Control Room. This
phone should only be used in an emergency situation and should not be picked up if ringing.
The operations staff should take the following step when receiving a call from the emergency
telephone in the elevator.
o
o
Ask the caller, “Are you calling from the elevator?”
ƒ If the answer is no, find out from where the caller is actually calling and
direct/handle the call by using the established procedures.
ƒ If the answer is yes, continue to the next step.
Ask the caller, “What is your emergency?”
ƒ If the caller is trapped in the elevator or the elevator is otherwise not functional,
tell the caller that you will send assistance to them immediately. The call taker
must then contact the SWIFT SunGuide Center Facilities Manager to notify them
of the problem. The FDOT RTMC Manager and the RTMC Operations Manager
must also be contacted.
ƒ If the caller or someone on the elevator has a medical emergency, the call taker
must inquire about the nature of the medical emergency and tell the caller that
help will be sent to them. The call taker must then immediately notify FHP
dispatch to coordinate appropriate response.
ƒ If there is no emergency, tell the caller to hang up the telephone immediately and
notify the RTMC Shift Supervisor on duty. The RTMC Shift Supervisor is
responsible for notifying the RTMC Operations Manager of the occurrence.
4.16 Building Accessibility
The RTMC building provides adequate handicap accessibility and is fully ADA compliant. This
requirement is applicable to, but is not limited to, the following areas: building access, parking,
offices, and other working areas.
4.17 Special Features
The RTMC will host public tours for educational purposes. A public tour path inside the building
is designed in such a way that visitors can observe, but not interfere with, the RTMC operations.
As a result, the tour path does not compromise the building security requirements. The actual
tour path will be defined in the near future and included in this document.
4.18 Building Maintenance
FDOT is responsible for the maintenance of the building. FDOT has contracted with a SWIFT
SunGuide Center Facilities Manager to handle the following building services:
o
o
o
o
o
o
o
o
Office Equipment Maintenance
Air Conditioning & Heating System Maintenance/Filters
Elevators & Machine Room Equipment Maintenance
Janitorial Services
Facility Maintenance (warranty and major repairs)
Pest Control Services
Lawn Maintenance & Horticultural Services
Other Building System Maintenance
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o
o
o
o
o
o
o
o
o
o
Fire Alarm System Maintenance & Monitoring
Fire Extinguisher Services & Suppression System Maintenance
Security System Maintenance
UPS Maintenance
Building Security Services
Power Distribution System & Lighting Maintenance
Generator Maintenance & Refueling
Roof Inspection
Pond & Black Water Dump Station Maintenance
Vending Services
The RTMC tenants will call the FDOT RTMC Manager, RTMC Operations Manager or the
RTMC Operations Supervisor whenever there is a problem with the building or any of the above
systems which need attention. Management will then contact the SWIFT SunGuide Center
Facilities Manager to report the problem. A brief description of the problem should also be
included on the “Shift Change Report” until the problem is fixed. Information about the “Shift
Change Report” may be found in the “Shift Change / Overlap Procedure” section of this
document.
Contact:
Telephone:
Fax:
TBD
TBD
TBD
If there is a maintenance issue not addressed by the above list, the FDOT RTMC and Contract
Manager, RTMC Operations Manager, or the RTMC Operations Supervisor will contact the
FDOT Facilities Management office at the District Headquarters in Bartow. There are
employees on staff who can handle electrical issues and minor repairs not under warranty.
Contact:
Telephone:
Fax:
Dennis Hall
863-519-2461
863-519-2992
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5 Organizational Structure
These guidelines outline the responsibilities of the operations staff working for the FDOT District
1 SWIFT SunGuide Center. This section provides an overview of the RTMC operations career
path, the operator certification process, and the job descriptions for each of the RTMC operator
and management positions.
The following chart shows the organization of the RTMC team.
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5.1 Employment Categories
Those applicants who meet the qualifications for employment may be offered employment
according to the following definitions of employee status.
5.1.1 Permanent Full-Time Employee
An employee that moves from temporary to permanent status will begin accruing company
service time from their permanent start date. No time from temporary status will be carried
forward to permanent status.
o
o
o
o
o
Works a standard number of hours (40) each week
Maintains a continuous regular employment status
Must have completed a probationary period
Receives the company benefit plan
Accrues vacation time and is eligible for paid sick time
5.1.2 Permanent Part-Time Employee
A permanent part-time employee:
o Works a minimum or 24 hours each week, but is normally scheduled for less than 40
hours each week
o Maintains continuous regular employment status
o Must have completed a probationary period
o Receives the company benefit plan
o Accrues vacation time and is eligible for paid sick time
5.1.3 Temporary Employee
A temporary employee is hired for:
o A pre-established period (i.e. maternity leave replacement, during peak workloads, etc.)
o To provide expertise in a project or undertaking that is considered short term in nature
o A specific purpose (to replace a sick employee or an employee on leave)
5.1.4 Co-Op, Internship, or Summer Employee
A co-op, internship or summer student is employed for a specific period and whose
responsibilities are directly related to their field of study.
o
o
o
o
o
o
Can work 40 hours per week
Does not maintain continuous regular employment status
Is not required to complete a probationary period
Does not receive the company benefit plan
Is eligible for Statutory Holiday pay after meeting the provincial eligibility requirements
Is eligible to accrue vacation pay and is not eligible for paid sick time
5.1.5 Contract Employee
A contract employee is an employee who is hired for:
o A pre-established period (i.e. summer, during peak workloads, etc.)
o To provide expertise in a project or undertaking that is considered short term in nature
o A specific purpose (to replace a sick employee or an employee on leave)
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o
o
o
o
Can work 40 hours per week
Does not maintain continuous regular employment status
Is not required to complete a probationary period
Does not receive the company benefit plan
5.2 Probationary Period
The probationary period for new employees lasts 6 months from the date of hire, but may vary
depending upon the nature or requirements of the project. During this time, the company will
evaluate your qualifications, skills, and “fit” within the company. This also gives new employees
the opportunity to decide if Telvent Farradyne is a place where they feel comfortable and would
like to work.
During this time or at any time of employment, Telvent Farradyne or the employee may
terminate the working relationship without cause and/or without advance notice, except as
prescribed by law.
At the end of the probationary period, Telvent Farradyne, in its sole discretion, may extend the
evaluation period for an additional allotment of time.
Upon satisfactory completion of the probationary period, the employee will achieve a regular or
part time employee status and as such, will be eligible for most of the company benefits.
Exceptions to this last statement would be benefits that have a specific waiting period.
All employees, regardless of classification, status, or length of service, are expected to meet
and maintain company standards for job performance and behavior.
5.3 Career Path
There are seven tiers in the RTMC operations career path. These tiers are RTMC Operator
Trainee, RTMC Operator I, RTMC Operator II, RTMC Operator III (Lead Operator), RTMC Shift
Supervisor, RTMC Operations Supervisor, and RTMC Operations Manager. The RTMC
employee must demonstrate full knowledge of the skills and abilities necessary for next tier in
order to progress through the tiers. To be promoted through the RTMC Trainee, RTMC
Operator I, RTMC Operator II, and RTMC Operator III (Lead Operator) tiers, the employee must
also successfully complete each certification level.
5.4 Certification Process
Each certification level involves the successful completion of the three step certification process:
training, evaluation, and testing.
5.4.1 Certification Process Requirements – RTMC Operator I
To become a certified RTMC Operator I, an individual must master the following skills and
abilities and demonstrate this knowledge and experience by successfully passing the RTMC
Operator I Certification Examination with a score of at least 75%.
Skills and abilities to be demonstrated include, but are not limited to:
o General understanding of the RTMC services and organizational structure
o Good understanding of the SOG, DMS SOG, SOP documents
o Practical understanding of the RTMC computer systems and applications
o Ability to gather, prioritize, and process regional traffic, construction, and special event
information from a variety of sources, simultaneously
o Familiarity with local freeways and arterial roadway
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o Ability to communicate effectively via radio and telephone
o Good understanding of TIM, Hazmat clean-up, and heavy equipment used during TIM
activities
5.4.2 Certification Process Requirements – RTMC Operator II
To become a certified RTMC Operator II, an individual must master the following skills and
abilities in addition to the Operator I skill set. The RTMC Operator II must demonstrate this
knowledge and experience by successfully passing the RTMC Operator II Certification
Examination with a score of at least 75%.
Skills and abilities to be demonstrated include, but are not limited to:
o Full comprehension of all RTMC computer systems and applications
o Strong familiarity of DMS, CCTV, MVDS, RWIS, and safety barrier cable system device
infrastructure
o Ability to troubleshoot day to day issues which arise in the RTMC
o Extensive knowledge of local freeways and arterial roadways
5.4.3 Certification Process Requirements – RTMC Operator III (Lead Operator)
To become a certified RTMC Operator III (Lead Operator), an individual must master the
following skills and abilities in addition to the Operator II skill set. The RTMC Operator III must
demonstrate this knowledge and experience by successfully passing the RTMC Operator III
Certification Examination with a score of at least 75%.
Skills and abilities to be demonstrated include, but are not limited to:
o Complete understanding of all RTMC processes and procedures
o Extensive problem solving skills
o Ability to lead and train RTMC Operators I and II
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5.5 RTMC Job Descriptions – Operations Staff
This section provides abbreviated job descriptions for the RTMC operations staff. Contact the
Telvent Human Resources representative for the complete official job descriptions.
5.5.1 RTMC Operator Trainee
General Function
The RTMC Operator Trainee participates in a training program for a minimum of two weeks.
The employee will undergo the training process, learn and abide by the guidelines in the various
RTMC manuals, observe incident management procedures and processes in the control room,
become familiar with all local and partner agencies, become familiar with the local roadways,
and learn the basics of the system software. All work is performed under direct supervision.
Examples of Duties
o Submit the paperwork for the FHP background checks
o Continually pass the drug testing program
o Learn the many facets of the job during the allotted training time
o Participate in the two-week training process
o Review the RTMC operations training documents
o Observe incident management procedures and processes within the control room
o Understand and abide by the rules detailed in the RTMC SOG, SOP, and DMS SOP
o Learn to monitor traffic status, special events, scheduled events, active events, and
incident fault status by utilizing CCTV cameras, Road Ranger reports, FHP reports,
internal systems, GUI display/detector data, etc.
o Learn to manage events and congestion using the SunGuide software system and its
devices. This includes electronic systems such as the website server and incident
detection algorithms as well as field equipment such as vehicle detection stations, CCTV
cameras, DMS, etc.
o Learn to facilitate incident management which includes, but is not limited to: detection,
verification, response, notification, DMS activation, and incident reporting. These steps
must be processed through to completion.
o Learn to dispatch Road Rangers to motorists, events, and other activities that require
their assistance in a timely and efficient manner. Log all activities into the SunGuide
database and ensure the quality of information is complete and concise.
o Learn to detect, confirm, and track equipment failures that affect control room equipment
such as the central system, computers, CCTV monitors, and large screen display units,
as well as RTMC system field equipment such as CCTV cameras, VDS, and DMS.
o Coordinate with other operations staff with regards to external agency communications
and general control room coordination. This is always critical and is especially important
at shift change.
o Coordinate with other agencies to obtain a full understanding of the status of all control
room activity
o Learn the process necessary to inform Emergency Services of traffic events. The RTMC
Operators will assist the RTMC Shift Supervisors by informing all Emergency Services of
traffic events in the geographical coverage area of the RTMC. These events vary in their
scope and the methods on how the operator responds, notifying Road Ranger FHP local
police, fire, and EMS services. The operators are responsible for ascertaining the level of
response needed and contacting the appropriate services using the telephone numbers
supplied to them in the RTMC SOG and SOP.
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o Learn to package the information received from traffic monitoring activities, public safety
agency scanners, pagers, e-mail alerts, and field devices for dissemination to real time
traffic reporting media such as the 511 telephone system, websites, and alert systems
o Learn the process for data entry and report data collection.
o Become familiar with the various monthly reports, daily reports, telephone logs, operator
performance reports, travel speed and travel time reports, incident reports, field
equipment failures, and any other reports that are outputted from the RTMC
o Learn to produce reports for RTMC management that will enable weekly, monthly, and
yearly analysis.
o Learn to disseminate information to local radio, traffic agencies, and the motoring public
o Understand the process involved with notifying the appropriate personnel of traffic signal
malfunctions, damage to equipment and materials on state roadways, and general
incident/congestion scenarios
o Perform record keeping tasks, as required
o Learn the procedures for answering telephones, faxing incident information, and
creating/sending incident alerts by e-mail and pager
o Utilize good verbal and written communication skills and possess a thorough
understanding of the daily traffic management techniques utilized by the RTMC
o Accept constructive feedback from management regarding job performance
o Accept requests for on-call appearances with minimal notice from management during
any shift
o Within 3 months of the hire date, RTMC Operator Trainees must be tested and certified.
The examination will attempt to test the knowledge of at least the following disciplines:
¾ Traffic Monitoring
¾ CCTV Camera System
¾ Radar Detector System
¾ Barrier Detection System
¾ DMS Activation
¾ Computer Systems & Software
¾ Road Ranger Service Patrols
¾ System Malfunction Identification
¾ Media Coordination
¾ General Incident Management
o Corrective action and retraining steps are taken following any deficiency in the testing
process
o All other tasks assigned by FDOT District 1
Organizational Relationships
The RTMC Operator Trainee is the first tier in the operations staff organizational structure.
RTMC Operator Trainee employees report directly to the RTMC Operations Supervisor.
Knowledge, Skills, and Abilities
o Ability to understand ITS principles
o Skilled in interpersonal relationships
o Ability to work alone or in a group setting
o Ability to clearly communicate technical information in layman’s terms
o Ability and willingness to work alternate work schedules and be on-call 24 hours a day
o General computer skills
o Skilled in the use of Windows based applications
o Ability to write reports
o Ability to coordinate real time activities and priorities
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o Knowledge of communications
communications devices
and
disseminating
information
via
multiple
Desirable Qualifications
Education: All operators must have graduated from an accredited high school or possess a
high school equivalency certificate. A college level education is desired, but not required.
Qualifications: All operators must have the ability to work in a high-pressure environment. The
operator must be flexible for on-call duty with short notice, and work in cooperation with other
employees. Some experience in the use of personal computers and database entry is
necessary. Normal amounts of lifting and climbing are required on an occasional basis. The
operator must be physically able to see, read, and hear to perform at the RTMC. The Operator
must have no specific safety, health restrictions, or limitations.
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5.5.2 RTMC Operator I (Includes ATIS/511)
General Function
The RTMC Operator positions are one of the highest profile positions in the RTMC, since they
are the eyes and ears or detection and management of all activities being handled by the
RTMC. All work is performed under direct to moderate supervision.
Operationally, the RTMC Operator I is responsible for the principal monitoring of the roadways
which includes detection, confirmation, system updates, and response to scheduled and
unscheduled traffic events, congestion, and travel time imbalances in the RTMC geographical
coverage area with monitoring and/or surveillance capabilities. For ATIS/511, the RTMC
Operator I is responsible for monitoring traffic, incidents, and special events in the RTMC
coverage area and will report real time traffic status through a variety of media outlets to the
traveling public.
Examples of Duties
o Accept personal responsibility of all work output from the RTMC
o Monitor traffic status, special events, scheduled events, active events, and incident fault
status by utilizing CCTV cameras, Road Ranger reports, FHP reports, internal systems,
GUI display/detector data, etc.
o Manage events and congestion using the SunGuide software system and its devices.
This includes electronic systems such as the website server and incident detection
algorithms as well as field equipment such as vehicle detection stations, CCTV cameras,
DMS, etc.
o Facilitate incident management which includes, but is not limited to: detection,
verification, response, notification, DMS activation, and incident reporting. These steps
must be processed through to completion.
o Constantly monitor all active traffic events and abandoned vehicles that occur during the
shift and ensure that the information is entered correctly into SunGuide
o Dispatch Road Rangers to motorists, events, and other activities that require their
assistance in a timely and efficient manner. Log all activities into the SunGuide database
and ensure the quality of information is complete and concise.
o Detect, confirm, and track equipment failures that affect control room equipment such as
the central system, computers, CCTV monitors, and large screen display units, as well as
RTMC system field equipment such as CCTV cameras, VDS, and DMS.
o Coordination with other operations staff with regards to external agency communications
and general control room coordination. This is always critical and is especially important
at shift change.
o Coordination with other agencies to obtain a full understanding of the status of all control
room activity
o Inform Emergency Services of traffic events. The RTMC Operators will assist the RTMC
Shift Supervisors by informing all Emergency Services of traffic events in the
geographical coverage area of the RTMC. These events vary in their scope and the
methods on how the operator responds, notifying Road Ranger FHP local police, fire, and
EMS services. The operators are responsible for ascertaining the level of response
needed and contacting the appropriate services using the telephone numbers supplied to
them in the RTMC SOG and SOP.
o Package the information received from traffic monitoring activities, public safety agency
scanners, pagers, e-mail alerts, and field devices for dissemination to real time traffic
reporting media such as the 511 telephone system, websites, and alert systems
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o Assist with the data collection for the various monthly reports, daily reports, telephone
logs, operator performance reports, travel speed and travel time reports, incident reports,
field equipment failures, and any other reports that are outputted from the RTMC
o Produce reports for RTMC management that will enable weekly, monthly, and yearly
analysis.
o Utilize good verbal and written communications skills and a thorough understanding of
the daily traffic management techniques utilized by the RTMC
o Disseminate information to local radio, traffic agencies, and the motoring public
o Notify the appropriate personnel of traffic signal malfunctions, damage to equipment and
materials on state roadways, and general incident/congestion scenarios
o Perform record keeping tasks, as required
o Assist RTMC Shift Supervisors with report data collection and record keeping tasks to
include monthly reports, telephone logs, operator performance, incident reports, and any
other reports that are requested.
o Answer telephones, fax incident information, and create/send incident alerts by e-mail
and pager
o Adhere to the guidelines of the RTMC SOG, SOP, and DMS SOP
o Accept constructive feedback from management regarding job performance
o Accept requests for on-call appearances with minimal notice from management during
any shift
o Handle calls from motorists professionally and gathering the information necessary to
properly assist
o Turn each CCTV camera at least twice per hour to scan the roadways for events.
o Within 3 months of the hire date, RTMC Operator Trainees must be tested and certified.
The examination will attempt to test the knowledge of at least the following disciplines:
¾ Traffic Monitoring
¾ CCTV Camera System
¾ Radar Detector System
¾ Barrier Detection System
¾ DMS Activation
¾ Computer Systems & Software
¾ Road Ranger Service Patrols
¾ System Malfunction Identification
¾ Media Coordination
¾ General Incident Management
o Corrective action and retraining steps are taken following any deficiency in the testing
process
o All other tasks assigned by FDOT District 1
Organizational Relationships
The RTMC Operator I is the second tier in the operations staff organizational structure. RTMC
Operator I employees report directly to an assigned RTMC Shift Supervisor.
Knowledge, Skills, and Abilities
o Ability to understand ITS principles
o Skilled in interpersonal relationships
o Ability to work alone or in a group setting
o Ability to clearly communicate technical information in layman’s terms
o Ability and willingness to work alternate work schedules and be on-call 24 hours a day
o General computer knowledge
o Skilled in the use of Windows based applications
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o Ability to write reports
o Ability to coordinate real time activities and priorities
o Knowledge of communications and disseminating
communications devices
information
via
multiple
Desirable Qualifications
Education: All operators must have graduated from an accredited high school or possess a
high school equivalency certificate. A college level education is desired, but not required.
Qualifications: All operators must have the ability to work in a high-pressure environment. The
operator must be flexible for on-call duty with short notice, and work in cooperation with other
employees. Some experience in the use of personal computers and database entry is
necessary. Normal amounts of lifting and climbing are required on an occasional basis. The
operator must be physically able to see, read, and hear to perform at the RTMC. The Operator
must have no specific safety, health restrictions, or limitations.
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5.5.3 RTMC Operator II (Includes ATIS/511)
General Function
The RTMC Operator positions are one of the highest profile positions in the RTMC, since they
are the eyes and ears or detection and management of all activities being handled by the
RTMC. All work is performed under direct to moderate supervision.
The RTMC Operator II position includes all operational and ATIS/511 RTMC Operator I
qualifications, relationships, duties, and training. Additionally, the following skills must have
been developed by the RTMC Operator II.
Examples of Duties
In addition to the RTMC Operator I “Examples of Duties”, the RTMC Operator II is expected to
perform the following job responsibilities.
o Willingness to assist less skilled operations staff
o Willingness to accept more of a leadership role when working with less skilled operations
staff
o Establish proficiency with all RTMC hardware and software configurations
o Conduct ongoing self evaluation and suggest additional training needed to improve
performance
o Ability to troubleshoot day to day issues which arise in the RTMC
o Assume command of the control room in the absence of RTMC Operator III level
employees and above
o After one year of employment, RTMC Operator I employees must be tested and certified
to become RTMC Operator II. The examination will attempt to test the knowledge of at
least the following disciplines:
¾ Traffic Monitoring
¾ Extensive Knowledge of FDOT Roadways
¾ Full Computer Systems & Software Comprehension
¾ Strong Familiarization with all Infrastructure
¾ CCTV Camera System
¾ Radar Detector System
¾ Barrier Detection System
¾ DMS Activation
¾ Road Ranger Service Patrols
¾ System Malfunction Identification
¾ Day-to-Day Issue Resolution
¾ Law Enforcement Jurisdictions
¾ Agency’s Impact on Traffic Management
¾ Agency’s Impact on Incident Response
¾ Media Coordination
¾ General Incident Management
o Corrective action and retraining steps are taken following any deficiency in the testing
process
Organizational Relationships
The RTMC Operator II is the third tier in the operations staff organizational structure. RTMC
Operator II employees report directly to an assigned RTMC Shift Supervisor.
Knowledge, Skills, and Abilities
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In addition to the RTMC Operator I skill set, the RTMC Operator II must have developed the
following knowledge, skills, and abilities:
o Understanding of the relationships and functions of all local agencies
o Understand the relationships between the local law enforcement jurisdictions and discern
each agencies impact on traffic management and incident response
o Full comprehension of all RTMC computer systems and applications
o Strong familiarity of all RTMC infrastructure
o Proficiency with all RTMC hardware and software configurations
o Extensive knowledge of FDOT local freeways and arterial roadways
Desirable Qualifications
Education: All operators must have graduated from an accredited high school or possess a
high school equivalency certificate. A college level education is desired, but not required.
Qualifications: This position requires prior experience and knowledge of ITS or related work
and at least one year of employment at a traffic management center.
All operators must have the ability to work in a high-pressure environment. The operator must
be flexible for on-call duty with short notice, and work in cooperation with other employees.
Some experience in the use of personal computers and database entry is necessary. Normal
amounts of lifting and climbing are required on an occasional basis. The operator must be
physically able to see, read, and hear to perform at the RTMC. The Operator must have no
specific safety, health restrictions, or limitations.
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5.5.4 RTMC Operator III – Lead Operator (Includes ATIS/511)
General Function
The RTMC Operator positions are one of the highest profile positions in the RTMC, since they
are the eyes and ears or detection and management of all activities being handled by the
RTMC. All work is performed under direct to moderate supervision.
The RTMC Operator III position includes all operational and ATIS/511 RTMC Operator I & II
qualifications, relationships, duties, and training. Additionally, the following skills must have
been developed by the RTMC Operator III.
Examples of Duties
In addition to the RTMC Operator I & II “Examples of Duties”, the RTMC Operator III is expected
to perform the following job responsibilities.
o Assume a leadership role and undertake increased responsibilities in the absence of the
RTMC Shift Supervisor, RTMC Operations Supervisor, and RTMC Operations Manager
o Demonstrate advanced skills, leadership, and work ethic that aims to advance the
efficiency and service of the RTMC
o Ensure the appropriate entry and accuracy of incident data into SunGuide and other
sources for the entire shift. These sources include, but are not limited to: DMS
messages, incident alert messages, shift change reports, telephone logs, post incident
review forms to correct common recurring errors, and field equipment reports.
o Assist with the refinement of the training procedures for operators and the development
of the RTMC Operator I & II certification examinations
o Assist the RTMC Operations Supervisor and RTMC Operations Manager with the training
and development of less experienced operations staff
o Operate and monitor each component in SunGuide to ensure accuracy and functionality.
This includes CCTV, VDS, DMS, video wall, etc.
o Report system errors and malfunctions to the RTMC Shift Supervisor and attempt to
remedy the malfunctions, when possible.
o Gather statistics and assist with the data collection process for monthly and yearly
reporting to FDOT
o Promote a team atmosphere when working with all staff members
o Utilize current skills and seek appropriate training to prepare for advancement to a
management position
o After two years of employment, RTMC Operator II employees must be tested and
certified to become RTMC Operator III. The examination will attempt to test the
knowledge of at least the following disciplines:
¾ Traffic Monitoring
¾ Extensive Knowledge of FDOT Roadways
¾ Full Computer Systems & Software Comprehension
¾ Strong Familiarization with all Infrastructure
¾ CCTV Camera System
¾ Radar Detector System
¾ Barrier Detection System
¾ DMS Activation
¾ Road Ranger Service Patrols
¾ System Malfunction Identification
¾ Day-to-Day Issue Resolution
¾ Law Enforcement Jurisdictions
¾ Agency’s Impact on Traffic Management
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¾ Agency’s Impact on Incident Response
¾ Media Coordination
¾ General Incident Management
o Corrective action and retraining steps are taken following any deficiency in the testing
process
Organizational Relationships
The RTMC Operator III is the fourth tier in the operations staff organizational structure. RTMC
Operator III employees report directly to an assigned RTMC Shift Supervisor.
Knowledge, Skills, and Abilities
In addition to the RTMC Operator I & II skill sets, the RTMC Operator III must have developed
the following knowledge, skills, and abilities:
o Capable of executing an operations schedule
o Ability to assume a leadership role in the absence of key personnel
o Ability to conduct a tour of the facility
o Acceptance of responsibility of their own and other employees work output
o Ability to communicate with local agencies in a consistent and professional manner
Desirable Qualifications
Education: All operators must have graduated from an accredited high school or possess a
high school equivalency certificate. A college level education is desired, but not required.
Qualifications: This position requires prior experience and knowledge of ITS or related work
and at least two years of employment at a traffic management center.
All operators must have the ability to work in a high-pressure environment. The operator must
be flexible for on-call duty with short notice, and work in cooperation with other employees.
Some experience in the use of personal computers and database entry is necessary. Normal
amounts of lifting and climbing are required on an occasional basis. The operator must be
physically able to see, read, and hear to perform at the RTMC. The Operator must have no
specific safety, health restrictions, or limitations.
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5.5.5 RTMC Shift Supervisor
General Function
The RTMC Shift Supervisor positions are one of the highest profile positions in the RTMC, since
they are ultimately responsible for the accurate and timely work output of the RTMC. All work is
performed under moderate supervision.
The RTMC Shift Supervisor position includes all operational and ATIS/511 RTMC Operator I, II,
& III qualifications, relationships, duties, and training. Additionally, the following skills must have
been developed by the RTMC Shift Supervisor.
Examples of Duties
In addition to the RTMC Operator I, II, & III “Examples of Duties”, the RTMC Shift Supervisor is
expected to perform the following job responsibilities.
o Assume the direct leadership role of the control room and undertake increased
responsibilities in the absence of the RTMC Operations Supervisor and RTMC
Operations Manager
o Demonstrate advanced skills, leadership, and work ethic that aims to advance the
efficiency and service of the RTMC
o Assume ultimate responsibility of the timeliness and accuracy of incident data into
SunGuide and other sources for the entire shift. These sources include, but are not
limited to: DMS messages, incident alert messages, shift change reports, telephone logs,
post incident review forms to correct common recurring errors, and field equipment
reports.
o Review all active DMS messages, incident reports, and RTMC website information at the
beginning of each shift to ensure the information is current, timely, consistent, and
accurate
o Provide quality assurance on the day-to-day handling of all events in the control room
o Participate in routine operator tasks while providing supervision and support to the staff
o Manage record keeping tasks, such as filing incident reports and other documentation
o Alert RTMC operators to new memorandums, procedures, special projects, and requests
o Brief all incoming operators at shift change while utilizing the Shift Change Report
o Be the central contact for communications with external agencies including voice, mail,
fax, internet, and other electronic data.
o Communicate and coordinate with field units to respond and clear incidents from the
roadways and re-open lanes to traffic as fast as possible
o Assist the RTMC Operations Supervisor and RTMC Manager in coordinating information
flows within the control room and for facilitating responses to disasters and high profile
special events that impact traffic, as directed
o Facilitate the information exchanges between the control room operators and the FHP
dispatchers to ensure that all operators are aware of relevant information pertaining to
their respective systems
o Work with FHP dispatch to utilize CCTV camera images to determine the resources
needed in the field to clear incidents
o Advise for additional supervision during unusual and significant unscheduled Level 3
events
o Provide coordination with local and statewide TMCs, particularly regarding incidents that
affect another TMC’s coverage area
o Be fully trained and fluent in all control room systems
o Be capable of stepping in during peak times to assist other operators and thereby even
out the peak resource loading.
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o Monitor and report any internal and external system irregularities with the software,
CCTV cameras, RTMC website, VDS, DMS, video wall, video switch, and other RTMC
equipment
o Provide general information to FHP, local police, fire, and other emergency agencies
o Coordinate with the FDOT PIO to provide the media with non-confidential information,
when requested
o Respond to inquiries from public transportation
o Receive information on related roadwork, major accidents, etc. that could affect the
RTMC operations from outside sources
o Receive information on special events and convey information on response details
o Responsible for the daily scheduling of all breaks for the RTMC operations staff to ensure
that there are two operators in the control room at all times from Monday to Friday from
0600 to 2200 hours
o Ensure the performance of daily maintenance checks of the system and all ITS field
devices as defined in the SOG and SOP
o Assist in the development and maintenance of the inventory database for all equipment
residing within the RTMC
o Coordinate the repair and maintenance of ITS field devices with the RTMC maintenance
contractor
o Facilitate the proper usage of Road Ranger dispatching to include resource allocation to
events, data collection of all activities, and proper quality assurance monitoring of Road
Ranger by CCTV cameras during motorist assists and other job related activities
o Assist with the refinement of the training procedures for operators and the development
of the RTMC Operator I, II, & III certification examinations
o Assist the RTMC Operations Supervisor and RTMC Operations Manager with the training
and development of less experienced operations staff
o Responsible for providing all operator yearly performance reviews to the RTMC
Operations Supervisor and the RTMC Operations Manager for final approval
o Operate and monitor each component in SunGuide to ensure accuracy and functionality.
This includes CCTV, VDS, DMS, video wall, etc.
o Responsible for report data generation to include monthly reports, telephone logs,
operator performance, incident reports, and any other reports that are requested
Organizational Relationships
The RTMC Shift Supervisor is the fifth tier in the operations staff organizational structure.
RTMC Shift Supervisors report directly to the RTMC Operations Supervisor.
Knowledge, Skills, and Abilities
In addition to the RTMC Operator I, II, & III skill sets, the RTMC Shift Supervisor must have
developed the following knowledge, skills, and abilities:
o Complete understanding of all RTMC processes and procedures
o Skilled in leadership and interpersonal relationships
o Ability to coordinate real time activities and priorities
o Direct experience with the day-to-day operations of a similar center
o Possess the ability to work well within a group
o Knowledge of key management concepts
o Ability and willingness to work alternate work schedules and to be on-call 24 hours/day
o Skilled in the use of Freeway Management and Advanced Traffic Management Systems
applications
o Capable of executing an operations schedule
o Ability to assume a leadership role in the absence of key personnel
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o Capable of writing e-mails, documents, correspondence, and reports that are coherent
and concise
o Ability to conduct a tour of the facility
o Ability to assume the responsibility for the work output of an entire shift
o Ability to communicate with local agencies in a consistent and professional manner
o Extensive problem solving skills
o Understanding of the relationships and functions of all local agencies
o Extensive knowledge of the coverage areas for all local, regional, and statewide agencies
Desirable Qualifications
Education: All operators must have graduated from an accredited high school or possess a
high school equivalency certificate. A college level education is desired, but not required.
Qualifications: This position requires prior experience and knowledge of ITS or related work
and at least two years of employment at a traffic management center.
All shift supervisors must have the ability to work in a high-pressure environment. The shift
supervisor must be flexible for on-call duty with short notice, and work in cooperation with other
employees. Experience in the use of personal computers and database entry is necessary.
Normal amounts of lifting and climbing are required on an occasional basis. The shift
supervisor must be physically able to see, read, and hear to perform at the RTMC. The shift
supervisor must have no specific safety, health restrictions, or limitations.
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5.5.6 RTMC Operations Supervisor
General Function
The RTMC Operations Supervisor position includes all operational and ATIS/511 RTMC Shift
Supervisor qualifications, relationships, duties, and training. Additionally, the following skills
must have been developed by the RTMC Operations Supervisor.
The RTMC Operations Supervisor is responsible for the administration and direct supervision of
the RTMC operations staff. The supervision function requires that the employee make
decisions pertaining to the control room operations that require a high degree of experience and
judgment. The Operations Supervisor must facilitate the smooth and balanced operation of the
control room. All work is performed under moderate supervision.
Examples of Duties
o Perform administrative functions such as shift scheduling, liaison with RTMC
management, hiring, training, and public relations
o Provide continuous supervision of 24/7/365 operations
o Be on-call 24/7/365 to respond to major incidents
o Ability to handle all incidents remotely, when necessary
o Responsible for deriving the operations accuracy percentages on a weekly basis
o Review all DMS, incident report, and RTMC website information throughout the day to
ensure that information is current, timely, consistent, and accurate
o Facilitate operations by guiding critical control room operation decisions, developing
special event response plans, providing guidance during severe events, and generating
severe event response reports
o Coordinating control room activities by assisting in the management of responses to
disasters and high profile special events, accommodating the data needs of special
agencies and third parties, etc.
o Responsible for the day-to-day monitoring and balancing of the control room activities,
providing direction and incentives among staff, and developing a team atmosphere
o Develop ideas on how to implement system and operational improvements such as
modifications in software, hardware, field equipment, operations and coordination
procedures, etc. to increase the efficiency of the control room operations
o Balance work loads of RTMC operations staff by instructing staff to assist others,
assigning reporting tasks during less busy times, and ensuring that staff resources are
being utilized effectively and efficiently
o Present operations staff with an understanding of their role in the overall context of
transportation systems and provide them with incentives to perform day-to-day tasks
o Develop a training program, guidelines, and standards for the RTMC Operators to use
and be tested on by using a graduated staffing structure
o Assist in conducting tours for external groups visiting the RTMC. The tours may consist
of information handouts, slide show presentation, and physical tours of the facility.
o Provide training for the development of new employees.
o Ultimately responsible for assuring that employees are adequately trained and current in
all tasks relevant to the operator and shift supervisor positions
o Gather statistics and enter data into weekly and monthly spreadsheets.
o Generate and provide requested reports at the request of the RTMC Operations Manager
o Serve as a focal point of contact between the RTMC Operations Manager and the
operations staff
o Responsible for providing all operator and shift supervisor yearly performance reviews to
the RTMC Operations Manager for final approval
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o Responsible for fulfilling the obligations of the RTMC Operations Manager at the direct
request of the RTMC Operations Manager
o All other tasks assigned by FDOT
Organizational Relationships
The RTMC Operations Supervisor is expected to work with minimal to moderate supervision
and will report directly to the RTMC Operations Manager.
Desirable Qualifications
Education: The RTMC Operations Supervisor must have graduated from an accredited high
school or possess a high school equivalency certificate. A college level education is desired,
but not required.
Qualifications: This position requires five years experience in TMC operations or in a facility
similar to a traffic management center.
The RTMC Operations Supervisor must have the ability to work in a high-pressure environment.
The RTMC Operations Supervisor must be flexible for on-call duty with short notice, and work in
cooperation with other employees. Experience in the use of personal computers and database
entry is necessary. Normal amounts of lifting and climbing are required on an occasional basis.
The RTMC Operations Supervisor must be physically able to see, read, and hear to perform at
the RTMC. The RTMC Operations Supervisor must have no specific safety, health restrictions,
or limitations.
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5.5.7 RTMC Operations Manager
General Function
The RTMC Operations Manager is a senior level supervisory position. The RTMC Operations
Manager is responsible for the successful daily operations of the FDOT District 1 SWIFT
SunGuide Center RTMC. The position involves establishing and modifying policies and
procedures, establishing operating guidelines, completing relevant task assignments, training
and supervision of staff, scheduling of shifts, producing operations reports and statistics, hosting
meetings and tours, coordinating with outside agencies at all levels, and overseeing the traffic
operations for the specific geographic area covered by the RTMC. The RTMC Operations
Manager must be dedicated and capable of performing duties without direct supervision.
Examples of Duties
o Manage the daily operations of the RTMC in accordance with the SOG, SOP, DMS SOP,
and the protocols and policies of FDOT
o Responsible for the overall operations and functionality of the RTMC
o Responsible for ensuring that the goals and strategies of the RTMC operations plan are
followed
o Conduct the day-to-day management of the RTMC operations staff and resources,
including problem resolution concerning RTMC operations
o Ensure that RTMC operations are conducted in accordance with the SOG, SOP, DMS
SOP, FDOT policies, and industry standards
o Participate in periodic Traffic Incident Management (TIM) team meetings, critical incident
reviews, and other TIM activities
o Ensure appropriate interagency coordination
o Attend meetings as directed by FDOT to include: South East Florida Regional TMC
Operations Committee (SEFRTOC), Florida’s Uniform Statewide Integrated Operations
Network (FUSION), South Florida ITS Coalition meetings, and others
o Responsible for the RTMC public relations activities such as the RTMC Marketing efforts
and RTMC tours and presentations. These activities shall be coordinated with and
approved by the FDOT District PIO
o Prepare weekly reports of personnel performance measures for operators and
supervisors as defined in the SOG and SOP. The data will be provided by the RTMC
Operations Supervisor. Some performance measures may include counts, times, and
averages related to incidents, incident duration, operator data entry, special events,
construction, DMS activation, Road Ranger activity, unscheduled RTMC labor hours,
incoming and outgoing call activity, emergency arrival times, and RTMC tour/visitor
counts.
o Identify measures of effectiveness for the RTMC in terms of efficiency and effectiveness
in providing transportation management, traveler information, and incident management.
Prepare a weekly, monthly, and quarterly report on the performance of the system based
on these measures of effectiveness as outlines in the SOP.
o Responsible for developing and maintaining a semi-annual update of the SOG, SOP,
DMS SOP, and other required technical or procedural documents to conform with the
current status of the ITS deployment, SunGuide and other software systems, FDOT
policy, RTMC policy, and industry standards. Interim modifications to the SOG and SOP
shall be conducted and documented as needed.
o Responsible for the development and the quarterly update of the training materials to
conform with updates to the SOG and SOP. Modify training materials as necessary as a
result of system and employee performance analysis.
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o Responsible for the training of the operators and certification process documentation
o Lead the RTMC Marketing team with all public outreach and advertising efforts, and
create a budget for these requirements.
o Write all technical documents for the RTMC including, but not limited to, the RTMC SOP
and SOP, training manuals, and District RTMC website contents
o Ensure full staff coverage of the RTMC operations as described in the FDOT contract
o Perform administrative tasks such as staffing and human resource/employee relation
issues
o Responsible for the yearly performance reviews of the RTMC Operations Supervisor,
RTMC Office Manager, and RTMC Administrative Assistant
o Manage the RTMC operational budget. Document expenditures.
o Monitors and enforces quality assurance for Freeway Incident Management, Service
Patrol, and ATIS functions of the RTMC. Examples include Road Ranger driver
performance and communications, the recommendation of altered Road Ranger shift
change procedures, etc.
o Serves as the liaison with the FDOT PIO and construction division regarding roadway
construction/maintenance updates, special events, etc.
o Serves as the liaison between District 4, 6, 7, 5, and the Florida’s Turnpike in creating
policies for coordinated responses to a major incidents
o All other tasks assigned by FDOT
Organizational Relationships
The RTMC Operations Manager reports directly to the RTMC Contract Manager.
Knowledge, Skills, and Abilities
o Knowledge of ITS and traffic engineering principles
o Skilled in leadership and interpersonal relationships
o Knowledge of key management concepts
o Ability to clearly communicate technical information in layman’s terms
o Ability and willingness to work alternate work schedules and be on call 24 hours/day
o Skilled in the use of Windows operating system and grogram applications
o Ability to write technical reports and correspondence
o Ability to coordinate real time activities and priorities
o Knowledge of and direct experience with the day-to-day operations of a similar center.
Desirable Qualifications
Education: The RTMC Operations Manager must have a bachelor’s degree from an accredited
college or university or the equivalent to five years of experience in the operations of a facility
similar to the RTMC.
Qualifications: This position requires five years experience in TMC operations or in a facility
similar to a traffic management center.
The RTMC Operations Manager must have the ability to work in a high-pressure environment.
The RTMC Operations Manager must be flexible for on-call duty with short notice, and work in
cooperation with other employees. Experience in the use of personal computers and database
entry is necessary. Normal amounts of lifting and climbing are required on an occasional basis.
The RTMC Operations Manager must be physically able to see, read, and hear to perform at
the RTMC. The RTMC Operations Manager must have no specific safety, health restrictions, or
limitations.
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5.6 RTMC Job Descriptions – Project Personnel
This section provides abbreviated job descriptions for the RTMC project staff. Contact the
Telvent Human Resources representative for the complete official job descriptions.
5.6.1 RTMC Contract Manager
The RTMC Contract Manager ensures that the requirements of the contract are met on a daily
basis and operations activities of the RTMC are in accordance with the SOG, SOP, DMS SOP,
and FDOT protocols and policies. The RTMC Contract Manager is also responsible for
coordinating the overall operations and functionality of the RTMC.
Examples of Duties
o Manages team operations by directing and coordinating activities consistent with
established goals, objectives, and policies
o Follows the direction set by the FDOT RTMC Manager and FDOT District 1
o Performs project related assignments to include the planning, organizing, and developing
of complicated tasks as assigned by FDOT
o Requires ability to use and apply extensive knowledge of project management theories
and practices
o Provides oversight of project professionals and staff
o Implements processes to ensure attainment of the mission, vision, and goals of the
operations plan
o Provides direction and structure for operating units
o Shall participate in developing policy and strategic plans
o Ensures that all products that are created or new ideas that are introduced meet quality
and objectives of the RTMC
o Recommends changes, reviews progress, and approves work products for the RTMC
team
o Oversees the development of policies, procedures, and objectives for marketing of the
organization’s products and services
o Prepares and produces all invoices, progress reports, and other documents submitted to
FDOT on a monthly basis
o Responsible for the proper level of staffing as required by FDOT
o Attends meetings as directed b y FDOT to include: TIM teams, SEFRTOC, FUSION,
South Florida ITS Coalition, FDOT Statewide ITS Working Group, and others
o Oversees and participates in the creation of the RTMC Annual Report and ensures that
the document meets the standards of FDOT
o All other tasks assigned by FDOT
Organizational Relationships
The RTMC Contract Manager reports administratively to the Telvent Farradyne South-East Area
Manager and operationally to the FDOT District 1 RTMC Project Manager.
Knowledge, Skills, and Abilities
o Knowledge of ITS and traffic engineering principles
o Skilled in leadership and interpersonal relationships
o Knowledge of key management concepts
o Ability to create project schedules in common electronic format
o Ability to clearly communicate technical information in layman’s terms
o Skilled in the use of Windows operating system and program applications
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o
o
o
o
Ability to write technical reports and correspondence
Ability to coordinate real time activities and priorities
Knowledge of the day-to-day operations of a similar center
Knowledge and ability to create monthly invoice and project status budget reports
Desirable Qualifications
Education: The RTMC Contract Manager must have a bachelor’s degree from an accredited
college or university and the equivalent of five years of project management experience or ten
years experience in the operations/management of a facility similar to the RTMC.
Qualifications: Experience in the use of personal computers and database entry is necessary.
Normal amounts of lifting and climbing are required on an occasional basis.
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5.6.2 RTMC Office Manager
The RTMC Office Manager position is responsible for the support of day-to-day business
matters within the RTMC. This position will also include the responsibility of handling all tour
requests, yearly budgeting, distribution of all meeting minutes, and oversee the RTMC front
desk staffing and operations.
Examples of Duties
o Coordinate and direct administrative support functions for the RTMC and implement
policies and procedures for production of documents, work flow, filing, ordering of
supplies, records maintenance, and other clerical services
o Assist in the decision process for hiring, terminating, promoting, or evaluating office
personnel
o Monitor budget, accounting, and time records
o Establish policies and procedures for document development, retention, and disposition.
o Determine the records identification system for information management storage and
retrieval
o Determine and establish records formats and storage methods and confer with
management regarding records management needs
o Become a member of the RTMC marketing team and assist in all coordination of
activities to include the production of materials, advertisements, and public outreach
o Responsible for all office supplies to include consumable and non-consumable products
and all production equipment and supplies
o Coordinate all meeting room reservations and assure that the meeting rooms are
properly set up to accommodate the needs of the group using the rooms
o All other tasks assigned by FDOT
Organizational Relationships
The RTMC Office Manager reports directly to the RTMC Operations Manager.
Knowledge, Skills, and Abilities
o Knowledge of office and business principles
o Skilled in interpersonal relationships
o Ability to clearly communicate information regarding the ITS program and RTMC to all
tours and visitors
o Skilled in the use of Windows based applications
o Ability to write reports, meeting minutes, create scheduling, and file all materials based
on ISO 9001 standards
o Ability to coordinate real time activities and priorities
o Skilled in the use of all office related equipment
Desirable Qualifications
Education: The RTMC Office Manager must have at least three years experience in an office
management position or equivalent.
Qualifications: Experience in the use of personal computers and database entry is necessary.
Normal amounts of lifting and climbing are required on an occasional basis.
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5.6.3 RTMC Administrative Assistant
The onsite RTMC Administrative Assistant is responsible to provide support for the FDOT
RTMC Manager and RTMC Contract Manager for day-to-day business matters within the
RTMC.
Examples of Duties
o Supplies administrative support services to the RTMC and assumes the role of an
administrative liaison with internal and/or external sources
o Provides assistance to the FDOT RTMC Manager in managing complex budgetary,
personnel, and purchasing functions by interpreting and implementing FDOT
administrative policies and procedures
o Performs routine office or clerical support tasks according to well established procedures.
Examples of work performed may include receiving, logging in, sorting, and distributing
mail, preparing outgoing mail, photocopying, filing, posting or proofing data, or answering
telephone calls and recorded messages
o Work performed may also include composing routine correspondence, preparing routine
reports, logging correspondence, scheduling meetings or appointments, arranging travel,
screening and directing incoming calls, providing information, maintaining files, or
transcribing dictation
o Prepares documents using Microsoft applications; formats, proofs, and edits for errors
o Ensures the break room is properly stocked with supplies and is kept orderly
o Provides relief for the RTMC Receptionist/Clerical in their absence
o All other tasks assigned by FDOT
Organizational Relationships
The RTMC Administrative Assistant reports directly to the FDOT RTMC Manager.
Knowledge, Skills, and Abilities
o Knowledge of office and business principles
o Skilled in interpersonal relationships
o Skilled in the use of Windows based applications
o Ability to write reports, meeting minutes, create scheduling, and file all materials based
on ISO 9001 standards
o Ability to coordinate multiple real time activities and priorities
o Skilled in the use of all office related equipment
Desirable Qualifications
Education: The RTMC Office Manager must have at least two years experience in a position of
similar requirements or equivalent.
Qualifications: Experience in the use of personal computers and database entry is necessary.
Normal amounts of lifting and climbing are required on an occasional basis.
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5.6.4 RTMC Receptionist/Clerical
The RTMC Receptionist/Clerical position is responsible to provide support for the FDOT RTMC
Manager, RTMC Contract Manager, and RTMC Administrative Assistant for day-to-day
business matters within the RTMC.
Examples of Duties
o Handle all phone calls, faxes, and e-mails sent to the SWIFT SunGuide Center main
contact address for the public.
o Sit at the SWIFT SunGuide Center front desk and sign all visitors in, contact the
individual that the visitor is scheduled to see, and then sign all visitors out
o Assist with maintaining the conference room calendar
o Supply administrative support services to the RTMC
o Perform routine office or clerical support tasks according to well established procedures.
Examples of work performed may include receiving, logging in, sorting and distributing
mail, preparing outgoing mail, photocopying, filing, posting or proofing data, or answering
telephone calls and recorded messages.
o Work performed may also include composing routing correspondence, logging
correspondence, scheduling meetings or appointments, arranging travel, screening and
directing incoming calls, providing information, maintaining files, or transcribing dictation
o Prepare documents using Microsoft applications; formats, proofs, and edits for errors
o Verify daily that all public information handouts in the RTMC lobby and the bathroom
consumables are at the appropriate levels
o All other tasks assigned by FDOT
Organizational Relationships
The RTMC Receptionist/Clerical reports directly to the RTMC Operations Supervisor.
Knowledge, Skills, and Abilities
o Knowledge of office and business principles
o Skilled in interpersonal relationships
o Skilled in the use of Windows based applications
o Ability to write reports, meeting minutes, create scheduling, and file all materials based
on ISO 9001 standards
o Ability to coordinate multiple real time activities and priorities
o Skilled in the use of all office related equipment
Desirable Qualifications
Education: The RTMC Receptionist/Clerical employee must have at least two years experience
in a position of similar requirements or equivalent.
Qualifications: Experience in the use of personal computers and database entry is necessary.
Normal amounts of lifting and climbing are required on an occasional basis.
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5.6.5 RTMC IT Manager
The RTMC IT Manager position is responsible for the support of all computer systems and the
video wall within the RTMC.
Examples of Duties
o Maintenance of the RTMC computer hardware, video wall, software, and network
systems. The RTMC uses the FDOT SunGuide control software, which runs on an
Oracle database.
o Supervise any RTMC IT Technician positions, plus any external system development
contractors that are required
o Ensure system security and availability to only authorized users of each component of
the RTMC
o Analyze the RTMC system needs, evaluate new solutions to replace old systems and
ensure compatibility with existing computer hardware and software to include costing out
and purchase of new equipment and software
o Provide technical support to the FDOT computer systems managers to ensure
compatibility in the RTMC
o Responsible for establishing the standard configuration of FDOT computers in the RTMC,
training RTMC operations staff on these standards and how they are administered
o Determine the needs for hardware and software upgrades
o Identify computer hardware problems and notify the RTMC Operations Manager when
event status level warrants
o Provide and conduct training for all RTMC personnel regarding IT etiquette protocol and
the “how-tos” and “why-tos” of self troubleshooting of all computer systems within the
RTMC
o Assist the RTMC operations staff in using off-the-shelf software and developing
documents, reports, and spreadsheets to improve the overall performance of database
management, analysis, interpretation, and dissemination functions
o Manage computer system supply parts to ensure an appropriate level of replacement
hardware is available when needed
o Develop and control all user manuals and training documents for IT systems in the RTMC
for easy access by all levels of users
o Develop and maintain IT Help Desk software functions and provide monthly reports as
identified by the FDOT RTMC Manager
o Maintain detailed record of all IT Hardware and provide a monthly report to the FDOT
RTMC Manager
o Maintain detailed record of all IT Software and provide a monthly report to the FDOT
RTMC Manager
o Prepare and write all IT technical training documents for staff and review training SOG to
keep up with current hardware and software being used in the RTMC
o Coordinate ITS field devices repair and maintenance activities with the Maintenance
Contractor when needed
o Coordinate ITS SunGuide Software troubleshooting, repair, maintenance, or upgrade
activities with the Software Contractor when needed
o All other tasks assigned by FDOT
Organizational Relationships
The RTMC IT Manager reports directly to the RTMC Operations Manager.
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Knowledge, Skills, and Abilities
o Knowledge of Oracle database applications and Windows operating systems and
program applications
o Knowledge of freeway management systems control software, such as SunGuide or
equivalent
o Skilled in leadership and interpersonal relationships
o Knowledge of key management concepts
o Ability to clearly communicate technical information in layman’s terms
o Ability and willingness to work alternate work schedules and be on-call 24 hours/day
o Ability to write technical reports, correspondence, manuals, and advertising materials
o Ability to coordinate real time activities and priorities
o Knowledge of day-to-day operations of a computer network and servers
Desirable Qualifications
Education: The RTMC IT Manager must have a bachelor’s degree in computer science or the
equivalent of five years experience in the operations of a facility similar to the RTMC with similar
responsibilities. The RTMC IT Manager must also have a Microsoft Certified Systems Engineer
(MCSE) professional certification.
Qualifications: Normal amounts of lifting and climbing are required on an occasional basis.
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5.6.6 RTMC IT Technician
The RTMC IT Technician position is responsible for the entry-level support of all computer
systems within the RTMC. This position will also include the responsibility of handling all
telephone calls placed at the computer help desk, logging the initial call, and detailing the
response given to each caller.
Examples of Duties
o Trouble shoot original calls via telephone contact and responds in person when a
problem cannot be fixed remotely
o Take inventory of all computer system hardware parts every month to ensure the RTMC
is operating at 100%
o Perform functions as directed by the RTMC IT Manager to include any routine and nonroutine functions
o Informally train users in basic computer skills, when needed
o Install and load all functions of any new workstation when purchased, to include the
communications link to the network systems
o Perform hardware and software upgrades
o Create weekly reports on all help desk calls and responses to include fixed and
outstanding items with details on what replacement parts were needed
o Conduct daily backups for all critical systems and ensure these are available in case
systems need to be restored
o Daily monitoring of video wall to comply with 100% system availability
o Daily monitoring of video feeds from other partners to ensure proper display on the video
wall at all times
o Daily monitoring of a District traffic information website to ensure all functions are
operational at all times
o Perform any additional tasks as assigned by the RTMC Contract Manager, RTMC
Operations Manager, or RTMC IT Manager
o All other tasks assigned by FDOT
Organizational Relationships
The RTMC IT Technicians report directly to the RTMC IT Manager.
Knowledge, Skills, and Abilities
o Skilled in interpersonal relationships
o Ability to clearly communicate technical information in layman’s terms
o Ability and willingness to work alternate work schedules and be on-call 24 hours/day
o Ability to create daily, weekly, monthly, and yearly reports regarding system availability
and help desk calls
o Ability to coordinate real time activities and priorities
Desirable Qualifications
Education: The RTMC IT Technicians must have a secondary education in computer science or
the equivalent of one year of experience in the operations of a computer operations center or
computer helpdesk activities facility. The RTMC IT Technicians must also have a professional
A+ certificate and the ability to attain other professional certifications, including MCSE.
Qualifications: Normal amounts of lifting and climbing are required on an occasional basis.
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6 Background Checks, Criminal History Checks, & Drug Screening
All potential employees must undergo several background checks and drug screenings before
they are allowed to work for Telvent Farradyne in the SWIFT SunGuide™ Center with FHP,
MCCO, and FDOT.
6.1 Telvent Farradyne Background Checks
Telvent Farradyne requires all potential employees to complete the “Telvent Farradyne
Applicant Authorization and Consent Form”. This form certifies that the information provided by
the potential employee for the purposes of employment is true and complete to the best of their
knowledge. It also authorizes Telvent Farradyne to perform background verifications at any
time.
Telvent Farradyne may now or at any time during employment,
o Administer a personality profile
o Conduct a verification of the
individual’s eligibility to work in the
United States
o Verify education
o Verify previous employment and
work history
o Perform or request credit records
o Contact personal references
o Authorize
persons,
schools,
current and former employers, and
other organizations and agencies
to provide all information that may
be requested.
o Require the individual to provide a
urine specimen to be tested for the
presence of drugs or alcohol
o Access motor vehicle records
o Access worker’s compensation
claims histories
o Conduct fingerprinting
o Receive any criminal history
record that may be in the files of
any Federal, State or Local
criminal justice agency in any
State
o Other
information
deemed
necessary to fulfill the job
requirements.
The result of this verification process will be used to determine employment eligibility under the
Company’s employment policies. Any false statements will be considered as cause for possible
dismissal.
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6.2 Telvent Farradyne Operational Security and Drug Protection Policy
Telvent Farradyne operates in a sensitive business environment and due to the nature of our
work, is involved in both internal and external restricted business systems. It is of paramount
importance that we provide secure and professional services to our customers. Our Company
is proud of the quality of employees and environment achieved within our organization. The
Operational Security and Drug Protection Policy exists to help continue providing this secure,
safe, and drug-free workplace. The purpose of this policy is to:
o
o
o
o
Ensure employees meet our safety and security standards for effective business
operations
Ensure customers are aware that the appropriate steps are taken in order to protect
their systems and information
Protect the company’s integrity and professional reputation
Adhere to government regulations including, but not limited to, EEOC, OSHA, and
the US Pipeline and Safety Regulations.
Scope
This policy applies to all employees, however, it is recognized that some positions require more
direct involvement with the customer's systems and therefore generate a higher level of concern
for safety and security. Due to this distinction there are various procedures required for
different positions within the company. The classification levels are listed below:
Level 1 positions have direct access to the creation or maintenance of customer systems. This
level includes technical roles or managerial positions within the technical area or any positions
that have direct access to customer systems that are in operation monitoring and controlling
customer pipelines or water or electric systems. These positions are classified as highly
sensitive because the major safety concerns and their ability to access highly confidential
system information.
Level 2 positions may have access to the creation or maintenance of customer systems. This
level may be involved in the initial design or negotiations related to the system's sale or
development. These positions are classified as sensitive because their ability to influence and
access highly confidential system information.
Level 3 positions do not have access to customer systems. This level is generally
administrative in nature and in a support role to the business. These positions have a low
safety concern and are not classified as sensitive because of their inability to access highly
confidential system information.
Confidentiality of Employee Information
The Company will hold all employee’s personnel information in the strictest confidence and
information resources will be restricted to authorized personnel. It is recognized that this
security information is also both sensitive and confidential.
The Strategic Resource
Development group (SRD) will treat this as such and will ensure information is protected by
security safeguards appropriate to the nature and sensitivity of the information, including
physical measures (restricting access), organizational measures (limiting the distribution of
information to a need-to-know basis) and technological measures (computer encryption and
passwords).
Employees are required to meet specific security standards and to report to work in an
appropriate mental and physical condition to perform their jobs in a satisfactory manner. If the
potential employee or employee is concerned with the release of personal information this
situation will be reviewed to determine the appropriate action.
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If a situation arises where there are security concerns, each incident will be dealt with in a
sensitive and appropriate manner. However, it is important to note that depending upon the
nature of the violation, this may lead to rehabilitation, disciplinary action, up to and including
immediate termination of employment. Such violations may also have legal consequences.
Components of Policy
The Operational Security and Drug Protection Policy has four components to ensure
appropriate standards are met:
o
o
o
o
Employment Screening
Drug & Alcohol Policy
Confidentiality of Our Company and Customer Information
Operator Certification
Employment Screening
To protect the safety, security and health of our employees, company and customers, several
Employment Screening tools are used to ensure employees are capable of performing and
meeting the specific duties of their position. Depending upon the nature of the position the
Employment Screening may include any of the following. The grid at the end of this section
outlines specific requirements for each level.
o
o
o
Reference Checks - This involves confirming specific employment background
information with at least a couple of business related contacts supplied by the
employee.
Background Checks - This involves an assessment of an individual’s background.
This may include such procedures as criminal history, social insurance number
verification, credit checks, motor vehicle report, professional designation,
employment verification and educational confirmation.
Drug and Alcohol Testing - This involves individuals participating in a drug and
alcohol test according to the Drug & Alcohol Policy. Random alcohol testing will be
carried out for employees in order to minimize risks arising as a result of impairment
of ability to carry out level one and two safety-sensitive job functions. Drug testing
will be required as part of the program where there exists reasonable grounds to
believe that an employee’s ability to carry out safety-sensitive job functions is being
impaired by drug abuse. Drug and alcohol testing will also be done where it is
relevant in the investigation of a safety-related incident.
To initiate the Employment Screening, employees are required to complete an “Applicant
Authorization and Consent Form” for testing to take place or to release information that will be
used to conduct all Employment Screening. This document is pictured above in the “Telvent
Farradyne Background Checks” section of this document.
Reference checks are usually done by the manager or SRD. Background checks and alcohol
and drug testing are conducted by an independent third party. This procedure provides an
objective, credible, and consistent step to the confirmation process. Upon completion the third
party firm informs SRD of any concerns with the results. These concerns are individually raised
and addressed directly with the employee and their manager to determine the best course of
action. To assure you about the confidentiality of information, no details are revealed and the
third party retains the specific results for their records. If the potential employee or employee
does not complete the “Applicant Authorization and Consent Form”, then this situation will be
reviewed to determine the appropriate action.
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Position Requirements Grid
The position requirements grid provides a general guide for the type of operational tests needed
for each position level. However, there may be circumstances that necessitate that certain
positions submit to additional testing. This grid applies to permanent, temporary and contract
staff. Casual staff, including those working on an intermittent basis do not need these checks
completed unless they are working in a safety-sensitive job.
For US employees, as a condition of employment, all levels are required to complete each of
the tests due to heightened security requirements. This grid applies to Canadian employees
and is a condition of employment.
Employment
Screening
Purpose
Reference Checks
Verify employment background
Background Checks
Level 1
Position
Level 2
Position
Level 3
Position
x
X
x
x
X
- Criminal History
Check for active criminal record
x
X
- Social Insurance
Number (SIN)
Verification
Legitimate SIN
x
X
- Credit Checks
Determine financial stability
x
X
- Motor Vehicle
Report
Check driving abstract
x
X
- Professional
Designation
Confirm accreditation
x
X
- Employment
Verification
Verify employment history
x
X
- Educational
Confirmation
Assess education history
x
X
Drug and Alcohol
Testing
Avoid safety risks arising as a result
of impairment of ability to carry out
safety-sensitive job functions or it is
relevent in the investigation of a
safety-related incident
x
X
Drug & Alcohol
Policy
Avoid safety risks arising as a result
of impairment of ability to carry out
safety-sensitive job functions or it is
relevent in the investigation of a
safety-related incident
x
x
x
Confidentiality of
Our Company and
Customer
Information
Meet job requirements
x
x
x
Operator
Certification
Under review
x
x
x
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Drug and Alcohol Policy
While on the premises of our Company and while conducting business related activities off the
premises of our Company, an employee may not use, possess, distribute, sell, or be under the
influence of alcohol or illegal drugs. If the employee is participating in a company function or
conducting business in a social environment that is serving alcohol they need to use good
judgment if they need to conduct job functions after this event. If a level one employee is
returning to a job function they should not consume alcoholic beverages. However, it is
recognized that an absolute prohibition is not always realistic and at the very least employees
must restrict their intake so it does not impair their ability to perform their job.
The Company recommends that you have a designated driver if you have consumed alcohol at
any company sponsored event or while you are conducting company business at any time
and/or place (i.e. business lunch with client, etc.).
The legal use of prescribed drugs is permitted on the job only if it does not impair an employee's
ability to perform the essential functions of the job effectively and in a safe manner that does not
endanger other individuals in the workplace.
Each employee needs to ensure that they are capable of performing their job duties whether
they are in the office or at a customer site. Any employee reporting for work whose abilities to
perform their job functions as a result of alcohol, illegal drugs or other controlled substances will
be asked to leave the premises but, in view of their condition, will be provided transportation in
order that they arrive home safely.
All employees will be expected to comply with a request made by the company to submit to a
drug and alcohol test. An independent third party laboratory does drug and alcohol testing. The
tests are conducted in the strictest of confidence and the tester, SRD and employee would only
see such results. Positive test results may mean the employee will be required to participate in
a rehabilitation program or a change of job functions or reassignment to a position that is not
safety-sensitive. Employees failing to progressively participate in a rehabilitation program may
be cause for dismissal. All appropriate actions would be discussed with the manager and the
employee involved.
By starting or continuing his or her employment with the company, the employee will need to
complete an “Applicant Authorization and Consent Form” for testing to take place or to release
information that will be used to conduct drug and alcohol testing. By completing this form, the
employee is agreeing to the terms of this drug and alcohol policy and authorizes the laboratory
to provide the test results to SRD in order to assess the employment status.
If an employee is having a drug or alcohol problem there is third party confidential assistance
available for employees in Canada through the Employee Assistance Program at 1-877-6306701 and for employees in the United States available through Employee Assistance Program
at 1-800-828-6025 or 1-508-842-2780. Please refer to the “Employee Assistance Program”
section of this document for additional details.
Confidentiality of Our Company and Customer Information
Our employees occupy a position of trust and confidence with respect to affairs of the
company. During the course of employment they may be given access to confidential
information about the company, customers, and its affairs. These areas are collectively referred
to as confidential information and are the sole property of the company.
One of the most serious responsibilities is to safeguard this information and have a thorough
understanding of the employee’s obligations to the company. We require, as a condition of
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employment, that each employee reads, understands and signs the “Inventions and Confidential
Agreement” and also the “Information Security Policy”.
A sample “Inventions and Confidential Agreement” form is given below.
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The “Information Security Policy” is given below.
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6.3 Joint Task Force Background Checks
Individuals need to complete a FHP Background Check / Joint Task Force (JTF) Security
Clearance if they are seeking employment with the following agencies.
o Road Rangers
o Any employee with access to the FHP Statewide Law Enforcement Radio System
(SLERS)
o RTMC employees, where the RTMC is collocated with FHP
As part of this JTF security clearance, all potential and current RTMC employees will have a live
fingerprint scan completed and will fill out the Electronic Fingerprint Confirmation Form and the
4 forms required by the JTF Security Clearance Application Instructions.
The initial live fingerprint scanning session will be provided by MCCO personnel onsite at the
RTMC. This service may be provided for future scans, but it is possible that the individual will
have to use the alternate method. Instructions for this alternative method are given below.
o Contact your local Florida Drivers License Office to set up an appointment.
o The RTMC Operations Manager will inform the Florida Drivers License Office that the
RTMC is sending personnel for a live finger print scan for a FHP background check.
o Upon arrival at the location, remind the Florida Drivers License Office representative that
these fingerprints need to be saved in the FHP file.
o The Electronic Fingerprint Confirmation Form must be completed by the individual and
signed by a Drivers License Office representative at the time of the live fingerprint scan.
o This original form will be sent along with all other completed documents to the FDOT
RTMC Project Manager.
All required documentation must be complete, accurate, signed, and mailed to the FDOT RTMC
Project Manager. The FDOT RTMC Project Manager will then mail and e-mail all the completed
documents with the original signatures to Major Steve Williams.
Security Clearance may be denied for the following reasons.
o The applicant has been convicted of a felony offense
o The applicant is currently on probation for any offense or has charges pending (felony or
misdemeanor)
o The applicant has been convicted of a misdemeanor offense involving any type of theft,
violence, or drug offenses within the past three years
o The applicant’s drivers license is currently suspended or revoked for any reason
o The applicant has been convicted of a crime involving domestic violence or currently has
a restraining order involving domestic violence or threats
o The applicant has been arrested for any charge involving resisting arrest, battery, or
assault on a law enforcement officer
o The applicant is wanted for any criminal offense
o The applicant is illegally residing in or is not approved to work in the United States
o The identification of adverse intelligence information on the applicant
o At the discretion of the Security Manager based on any other adverse information
regarding the applicant
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A sample of the Electronic Fingerprint Confirmation Form is given below.
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Samples of the 4 required JTF Security Clearance forms are given below.
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7 Employee Assistance Program
Telvent Farradyne offers the Employee Assistance Program (EAP) to all employees as a free
and confidential service to assist you if and when you need help with work, home, personal or
family issues.
One toll-free call to “The Wellness Corporation” can help you find solutions to problems like
these. Every call is answered by a licensed or certified professional on the Masters or Doctoral
level, who can help in a variety of ways including:
o
o
o
o
o
o
Telephone consultations - speak confidentially with an expert consultant to help
clarify your issue, sort through your options and contract an effective and affordable
resource.
Personalized searches and referrals - our consultants will work with you to
develop a list of referrals for various types of services in your community.
Face to face consultations - if needed, the consultants can arrange up to five inperson sessions, per problem, per household, for you to talk with a counselor.
Educational materials - free booklets, videos and tip sheets on a wide range of
topics.
Legal Services - you can speak to an attorney over the phone for up to thirty (30)
minutes at no cost to you.
Eligibility: Employees must be a permanent full-time or permanent part-time
employee.
The plan is administered by The Wellness Corporation.
You may reach a Wellness Corporation representative anytime, day or night at 1-800-828-6025
or by visiting their comprehensive website at www.WellnessWorkLife.com.
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8 Leaves of Absence
To be eligible for leave, an employee must have been working for the organization for at least
12 months in total and must have worked at least 1,250 hours during the 12-month period
before the request for leave.
The Leave of Absence Request form is mentioned several times in this section. A sample of
this form is given below.
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8.1
Family and Medical Leaves of Absence (FMLA)
It is company policy to grant up to 12 weeks of family and medical leave during any 12 month
period to eligible employees, in accordance with the Family and Medical Leave Act of 1993.
The leave may be paid leave, unpaid leave, or a combination of paid and unpaid leave,
depending on the circumstances of the leave and as specified in this policy.
An eligible employee may elect to substitute any accrued paid vacation leave, personal leave,
family leave, or other paid employment benefit plans or policies for any part of the 12 weeks of
leave to which the employee may be entitled under the policy. Please note that under the
FMLA, an employer may require an employee to substitute such paid leave for any part of the
12-week period.
An employee must provide at least 30 days advance notice before FMLA leave is to begin if the
need for the leave is foreseeable based on an expected birth, placement for adoption or foster
care, or planned medical treatment for a serious health condition of the employee or family
member. The employee should complete the FMLA Request for Leave and submit to Strategic
Resource Development. Should the circumstances for the leave request become a medical
emergency, you should provide at least verbal notice indicating your need for FMLA qualifying
leave.
Family Care Leave
A family care leave is a leave for the reason of:
o The birth of a child of the employee
o The placement of a child with an employee in connection with the adoption or state
approved foster care of the child by the employee
o The serious health condition of a child, parent, or spouse
For purposes of this policy, child means a biological, adopted, or foster child, a stepchild, a legal
ward, or a child of a person standing in loco parentis, who is either under 18 years old or a
dependent adult. Parent means a biological, foster, or adoptive parent, a stepparent, a legal
guardian, or a person standing in loco parentis. Parent does not include a parent-in-law.
Serious health condition means an illness, injury, impairment, or physical or mental condition of
a child, parent, or spouse that warrants the participation of a family member to provide care
during a period of treatment or supervision of the child, parent, or spouse and also involves
either an inpatient facility or continuing treatment or continuing supervision by a health care
provider. In the case of medical conditions, the company may find it necessary to inquire further
to determine if the leave is because of a serious health condition and may request medical
certification to support the need for such leave.
Medical Care Leave
A medical care leave is a leave taken when the employee is unable to perform the functions of
his or her job because of a serious health condition.
8.2
Short Term Disability Plan
When an employee is absent for 7 consecutive calendar days, they are eligible for Short Team
Disability if they meet all the requirements outlined below. There is a 5 working day waiting
period before Short Term Disability commences. The first 5 working days of illness can be
covered by the occasional sick leave plan, assuming the employee has not used all 7 days of
their sick leave entitlement. Employees who have not accrued enough sick time can be credited
the time at the supervisor’s discretion. If the employee has used all of their sick leave
entitlement for the year, they may have to take 5 days without pay or use their vacation or
banked time at the supervisor’s discretion. The next 25 weeks are covered by the Short Term
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Disability Plan. Benefits under the Short Term Disability Plan commence on the 6th working day
of absence and are service related as outlined in the following schedule.
Number of Weeks at:
Length of Service
100% of Salary
60% of Salary
Less than 3 months
N/A
N/A
3 months but less than 1 year
3
22
1 year but less than 2 years
6
19
2 years but less than 3 years
9
16
3 years but less than 4 years
11
14
4 years but less than 5 years
14
11
5 years and over
25
N/A
The level of benefits will be based on your entitlement at the commencement of disability and
payments are on normal bi-weekly pay days.
A recurring disability within 60 working days of an initial disability will be treated as a
continuation of the initial period of illness. Benefits will be reinstated immediately if a new
unrelated disability occurs during the 60 day reinstatement period.
For additional details on the Short Term Disability Plan, please refer to the Telvent USA
Employee Handbook.
8.3
Maternity Leave
It is the policy of Telvent Farradyne to grant leave of absence for maternity purposes. This
leave shall be without pay. The company may require an employee to take leave of absence at
any time during pregnancy should her performance of attendance be unreasonably affected.
Pregnant employees are eligible provided that completion of one year of company service
precedes the commencement of the leave; however, provincial statutes take precedence where
eligibility would be less service.
An employee must complete the Leave of Absence Request Form and obtain approval from the
RTMC Operations Manager, RTMC Contract Manager, Strategic Resource Development, and
the executive Vice President at least 6 weeks in advance of the intended commencement of the
Maternity Leave. Forward the approved form and a medical certificate indicating the expected
delivery date to Strategic Resource Development.
Employees must provide at least 4 weeks written notice of the intended date of return, or notice
of resignation. An employee granted pregnancy leave shall return to the position held prior to
the leave, making no less than the earning and benefits when the leave started.
8.4
Personal Leave
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Telvent Farradyne may provide an unpaid personal leave to permanent full-time employees
under special circumstances provided that such leaves do not significantly affect efficient
company operations.
It is considered that the following are legitimate reasons for which a personal leave may be
requested or granted:
o Health reasons, accident or disability not covered by a compensation program
o Compassionate grounds – death, serious illness, or difficulties in immediate family
o Civic duty
o Personal necessity
o Education
o Other reasons at the discretion of management
Personal leave is up to 30 days and anything over that would be an exception to the policy. No
personal leave shall exceed six months duration.
An employee granted a personal leave of 30 days or less shall return to the position held prior to
taking the leave or to a comparable position. This provision does not apply where the employee
would not have otherwise retained the position, had the leave not been taken. In this case, the
employee will be placed in an alternative position, taking into consideration ability and company
service.
For additional details on the Short Term Disability Plan, please refer to the Telvent USA
Employee Handbook.
8.5
Personal Appointments
Employees are required to make arrangements for dental and medical appointments on their
own time. However, if it is impossible to arrange appointments outside the working hours,
reasonable time off will be granted at the discretion of the RTMC Operations Manager.
8.6
Bereavement
Employees are entitle to 3 days of paid time off or such additional time as may be necessary,
depending upon the individual circumstances involved (traveling, etc.) to a maximum of 5 days,
in the event of a death of a member of the employee’s immediate family.
Immediate family members are defined to include: spouse, child, parent, grandparent, brother,
sister, and in-law equivalents.
If an employee suffers bereavement leave as described above while on a paid vacation, Telvent
Farradyne will consider making arrangements for the employee to be credited for the time lost
due to the bereavement, for up to 3 days.
8.7
Jury Duty
Telvent encourages employees to fulfill their civic responsibilities by serving jury duty when
required. To be eligible, all employees must have completed their probationary period. While
serving jury duty, Telvent Farradyne will continue to pay the employee’s salary, less any money
paid to the employee by the Courts. Once summoned, the employee must submit a copy of the
summons to Strategic Resource Development. Employees are expected to report for work
whenever the court schedule permits.
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Telvent Farradyne may appeal to the courts for an exemption from jury duty where the loss of
key personnel at a crucial time may have a detrimental effect on the company. Accordingly,
Strategic Resource Development must be notified to pursue such an exemption.
Telvent Farradyne will continue to provide health insurance benefits for the full term of the jury
duty absence. Vacation, sick leave, and holiday benefits will continue to accrue during jury duty
leave.
8.8
Witness Duty
Jury Duty pay will also be granted if an employee is subpoenaed to appear in court as a
witness.
A copy of the subpoena should be given to the employee’s supervisor immediately after it is
received so that operating requirements can be adjusted, where necessary, to accommodate
the employee’s absence.
8.9
Court Appearance
Vacation or unpaid personal leave must be taken for any court appearance other than jury duty
or appearance pursuant to a subpoena.
8.10
Time Off to Vote
Telvent Farradyne encourages all eligible employees to participate in the election of government
leaders at all levels and will help coordinate work time so that all those who wish to vote will
have time.
8.11
Public Office, Military Service, Community Service, Amateur Sports/Arts
Permanent full-time Telvent employees participating in public or community affairs may be
eligible for a Public Service Leave of Absence. Employees are encouraged to participate in
these activities outside work hours or on scheduled vacations. Should the employee require
additional time off for these activities, they must complete the Leave of Absence request form
and submit it to their manager for the required approvals prior to the leave. Approval will be
based on company needs at the time of the request.
Compensation and benefits will be adjusted to reflect the leave. Employees will not receive pay
for the hours that they are on leave. Benefits will be adjusted accordingly:
o If the leave is up to 30 days the employee will be eligible for Telvent’s benefit plan with
the exception of LTD. As the employee is not receiving pay for this time, they can
continue to receive the Telvent savings plan matching providing they provide post dated
checks for this period.
o If the leave is over 30 days, the employee will only be eligible to participate in Telvent’s
Health and Dental program at the employee’s expense.
Employees will not accumulate company service on these leaves and vacation/sick time will be
prorated for the year.
8.12
Military Family Leave
On January 28, 2008 President Bush signed into law an amendment for FMLA to provide
eligible employees working for covered employers two additional leave rights relating to military
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service. Amendments to federal laws must be adhered to and implemented in the United
States, so Telvent has adopted this amendment into their company policy.
8.13
Educational Leave
The company encourages employees to improve their educational qualifications in areas that
will benefit both the employee’s career and their contribution to the company by providing an
educational leave to eligible individuals.
All permanent full time employees are eligible provided they have completed one year of
continuous company service.
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Approval of an educational leave is based on the requested field of study and a review of the
employee’s performance. One criterion for approval is that there must be an obvious long-term
benefit both to the employee’s career with the company and to the company itself.
To request an Educational Leave, complete the Leave of Absence Request Form and obtain
approval from the RTMC Operations Manager, RTMC Contract Manager, and Strategic
Resource Development at least three months in advance of the intended date of the leave.
Attach details concerning the nature of the courses to be studied, the degree or accreditation to
be attained and the educational institution’s documentation of acceptance. Forward the
approved form to Strategic Resource Development.
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9
Control Room Management
9.1
Control Room Overview
The FDOT District 1 SWIFT SunGuide Center operations staff and FHP dispatch are both
collocated in the RTMC control room. The first two rows of desks in front of the video wall
belong to the RTMC operations staff and the back rows belong to FHP dispatch. For additional
control room design details, please refer to picture in the “RTMC – Control Room Layout”
section of this document.
9.2
Hours of Operation
The RTMC is staffed and operated 24 hours a day, 365 days a year.
9.3
Staffing
Eight-hour shifts are scheduled for all operators and shift supervisors throughout the week. The
shifts are as follows.
o 0530 to 1400 hours with a ½ hour meal break
o 1330 to 2200 hours with a ½ hour meal break
o 2130 to 0600 hours with a ½ hour meal break
Two operators and one shift supervisor are scheduled at the RTMC all times. The RTMC
Operations Supervisor will work Monday through Friday from 0800 to 1700 hours, with a 60
minute lunch break.
Major incidents and special events such as multiple Level 3 incidents, hurricane evacuation,
security threats, sporting events, or presidential visits may require additional staffing.
The number of operators will increase when the RTMC assumes responsibility of 511
operations.
The AM shift times are 0530 to 1400 hours to ensure that the morning staff arrives at the RTMC
before AM rush hour traffic begins and departs before PM rush hour begins. The PM shift times
are 1330 to 2200 hours to ensure that the evening staff arrives before PM rush hour begins and
departs after most, if not all, lane closing construction activities commence. Construction
projects normally begin between 1900 and 2200 hours. The midnight staff is scheduled from
2130 to 0600 hours to ensure that all lane closing construction activities are removed from the
roadways before their departure from the RTMC.
9.4
Scheduling
The RTMC schedules are created and implemented by the RTMC Operations Manager.
Modifications to the schedules for personnel demands are addressed by the RTMC Operations
Supervisor.
All operators and supervisors are “on-call” employees and may be summoned to the RTMC or
be required to stay past scheduled shifts with little notice. This “on-call” status is necessary to
maintain adequate staff at the RTMC when the workload is excessive or the personal needs of
staff members need to be accommodated. Operators and supervisors are expected to report
for duty at the RTMC within one hour of being contacted by the Operations Supervisor.
The procedure that addresses vacant shift coverage by “on-call” employees is given below.
This procedure ensures that all staff members are treated fairly. The part-time employee, full-
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time employee, shift supervisor, and operations supervisor groups are contacted, respectively,
to cover vacant shifts. Starting at the top of the group, the employees will be contacted in order
until the vacant shift is covered. Employees that decline the opportunity or have a documented
reason that they are unable to cover the vacant shift will be rotated to the bottom of their group.
As a reward, the employee that covers the vacant shift can choose to remain at the top of the
group instead of being rotated to the bottom.
Part-time operators may decline open shifts 3 times and all other staff members may decline 1
time in a 30 day period. Operators declining open shifts more times than allotted will receive:
o A verbal warning for the first offense
o A written warning for the second offense
o Further disciplinary action for the third offense
The initial “Vacant Shift Coverage” schedule is as follows.
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To illustrate the process, the following example is given. On January 19, 2008, a regularly
scheduled operator takes a vacation day. The first part-time operator on the list is already
scheduled to work, the second part-time operator declines, and the third part-time operator
covers the shift. The third part-time operator decides to remain at the top of the list to increase
the likelihood of additional work opportunities. The adjusted “Vacant Shift Coverage” schedule
would be as follows.
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A sample schedule for the RTMC operations staff positions is given below.
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9.5
Breaks and Lunch
Employees are encouraged to take breaks and lunch during the course of their shift. Breaks will
include one 15-minute break before the lunch period and one 15-minute break following the
lunch period. This break structure allows staff members to take a break during the 4 hours
before lunch and another break during the 4 hours after lunch. These periods can not be
combined with lunch to extend the lunch period. The break period can be broken into smaller,
more frequent periods, but shall not exceed the 15-minute limit. Breaks may be restricted
during emergency situations.
The lunch period is 30 minutes and shall be taken by all full time employees during their shift.
Lunch will not be authorized during the AM rush hour (0630 to 0930 hours) or PM rush hour
(1530 to 1830 hours) period. No lunch period is authorized for an operator working a 4 hour
shift or less.
The break and lunch periods will be restricted to the RTMC building and property due to the
immediate availability required of the position and the nature of the job duties. All personal
business will be conducted during the break or lunch periods. This includes, but is not limited
to, personal and cell phone calls.
Every effort will be made to assure that all employees are able to take their allowed breaks.
Breaks are a privilege, however, and occasionally circumstances in the control room may make
taking a break impossible. If this situation does happen to occur, please inform the RTMC
Operations Manager or RTMC Operations Supervisor.
9.6
Smoking Policy
There will be no smoking inside or near the main entrance to the RTMC. Employees must only
smoke in the assigned smoking areas. Smokers will not be afforded extra break time to smoke
in excess of the normally allowed 15-minute morning and afternoon break periods. Additional
detail can be provided upon request.
Persons who desire to smoke will insure that there are no active incidents and will ask for
permission before taking a smoke break. If the employee is needed to manage an incident or
another important job function, the smoke break must wait until the situation permits. The
employee may also be called back early from this break to assist with an incident. The standard
break policy noted in the “Breaks and Lunch” section of this manual applies to time
management during break periods.
9.7
Requests for Time-Off
All operators must officially request time-off for vacation, personal days, comp days, and jury
duty by completing the “Telvent Vacation Request” form. A sample of this blank form is located
at the end of this section. This form must be entirely completed, signed, and presented to the
RTMC Operations Supervisor or, when absent, to the RTMC Operations Manager. Every
attempt to fulfill a time-off request will be taken, but no request is guaranteed. There may be
times when a time-off request cannot be authorized.
All time-off requests will be handled on a first come first serve basis and are allowed to be
submitted starting 2 months from the requested vacation day. If multiple requests are submitted
at the same time, they will be authorized in the following order: amount of vacation time left, job
title, and highest last four digits of social security number.
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“Calling in sick” for any day off that was denied will result in disciplinary action. Refer to the
“Unplanned Leave” section of this document for further details.
9.8
Shift Swapping with Other Staff Members
Schedule flexibility is one of the benefits of working in a 24/7/365 operation. If an employee has
an appointment or engagement during a scheduled shift, they have the option to make
arrangements with another operator to swap shifts. Once two operators agree on the shift
swap, a “Shift Swap Request Form” must be completed and approved by the RTMC Operations
Supervisor or the RTMC Operations Manager. A sample of this blank form is given below.
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9.9
Unplanned Leave
Unplanned leave is defined as a period of unscheduled absence resulting from unforeseen
circumstances including personal illness, injury, medical quarantine, and family emergency.
Employees unable to report as assigned due to illness, injury, or other special circumstances
shall notify the RTMC Operations Supervisor at least 8 hours before the start of the work shift if
possible. In the event the RTMC Operations Supervisor is not available, the next available
supervisor will be notified. Voice mail and e-mail messages will not substitute for direct contact.
A minimum of 2 hours notice should be provided to management in order to allow time to
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contact a replacement. Employees shall contact their supervisor on each day of absence
except during periods of extended illness, provided prior arrangements have been made with
the supervisor.
Acceptable documentation is required for the following:
o Any unplanned absence exceeding 2 working days
o Any absence where more than 2 single non-consecutive days are taken within the same
two-week period (i.e. the third single day requires documentation)
o Before or after observed holidays
Misuse of unplanned leave shall be grounds for disciplinary action, up to and including
termination. The following shall be considered misuse:
o Two or more unplanned leave requests immediately before or after observed holidays
without acceptable documentation
o Unplanned leave requests taken during periods when a “Telvent Vacation Request” was
disapproved.
9.10
Working Past Scheduled Shifts
All staff must vacate the operations room when their shifts are complete. Any unfinished
business should be passed on to the next shift as per procedure. If any operator feels that they
need to stay past the end of their scheduled shift, the RTMC Operations Manager needs to be
contacted. Decisions will be made on a case by case basis to determine if overtime is
warranted.
Although employees must vacate the operations room when not scheduled to work, they may
use the break room or stress reduction room at will. These activities must not interfere with
operations in any way.
9.11
Company Holiday Schedule
The RTMC operations staff will work their normal schedules, even on holidays. Employees that
work a holiday during the course of a 40 hour work week are eligible to receive overtime pay for
the holiday worked. Employees that work a holiday but do not work a full 40 hour work week
will be eligible to use the amount of time worked on the holiday (up to 8 hours) as time off during
that same work week.
The list of 2008 Telvent Farradyne holidays in the United States is given below. Note that days
in blue are also holidays in Calgary.
o Tuesday
January 1
New Year’s Day
o Friday
March 21
Good Friday
o Monday
May 26
Memorial Day
o Friday
July 4
Independence Day
o Monday
September 1
Labor Day
o Monday
October 13
Columbus Day
o Thursday
November 27
Thanksgiving Day
o Friday
November 28
Day after Thanksgiving (Floating)
o Wednesday
December 24
Christmas Eve (Floating)
o Thursday
December 25
Christmas Day
o Friday
December 26
Day after Christmas (Floating)
9.12
Time Sheet Tracking
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All employees record their hours worked on a time sheet. Employees must submit their time
sheets to payroll on the Thursday preceding payday. Payday occurs every other Friday
throughout the year. The time sheets must be signed by the employee, signed by the RTMC
Operations Supervisor or RTMC Operations Manager, and dated.
Also, all employees must submit their monthly time sheet electronically to the Strategic
Resource Development employee responsible for the entry of the data into the Telvent system,
SICOP. SICOP is an internal accounting tool used by Telvent to record time sheets and
manage man power. An e-mail will be sent every month from the responsible SRD employee
requesting this information.
A sample time sheet is shown below.
9.13
Shift Change/Overlap Procedure
The operators and shift supervisors are scheduled so that there is a half-hour overlap between
shifts. This was done intentionally so the outgoing employees can relay all relevant information
and current events to the incoming staff. The incoming operators are responsible for
communicating with outgoing staff, preparing to assume responsibility of current events, logging
onto the software system, performing all other starting job related functions, and assuring a
smooth transition between shifts.
The outgoing RTMC Shift Supervisor will lead this effort with all control room operators and
supervisors and will utilize the Shift Change Report to convey all relevant issues.
All employees in the control room during shift change are responsible for the work output of the
RTMC.
Since workstations are shared, it is very important that all messes are cleaned by the outgoing
employees when each shift is completed. This cleaning includes stray papers, post-it notes,
tissues, water bottles, etc.
A sample blank Shift Change Report form is given below.
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9.14
Shift Start-Up Duties
RTMC operators and shift supervisors must accomplish all the actions described in the RTMC
Shift Checklist form pictured below. Please pay special attention to the shift start-up activities
(#1-24), since these actions must be completed within the first ½ hour allotted for shift change.
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9.15
Professional Expectations
All personnel are required to conduct themselves in a highly professional manner. We are all
public servants in a customer-service field. The control room is a high profile area and is the
focal point of the SWIFT SunGuide Center. As a result, tour groups and meeting attendees will
frequently visit this area. All responses on the telephone or in person to the public, tour groups,
meeting attendees, and partner agencies will be in a manner consistent with the principle.
No profanity or foul language will be tolerated. Proper office etiquette shall be maintained at all
times. Business must be conducted in low volume or silence must be maintained, so there is no
interference with the performance of the other workstations or FHP dispatch.
9.16
General Appearance
Employees are also required to maintain a clean, groomed and manicured appearance. Hair
styles, hair color, moustaches, sideburns and other appearance related items shall present a
conservative style and not be considered offensive given current business appearance
standards. In addition, jewelry should be tasteful and should not interfere with your ability to
work.
9.17
Dress Code
The SWIFT SunGuide Center is a public facility and is visited frequently by outside groups and
important officials. Therefore, employees stationed in the RTMC are expected to dress
appropriately. The employees that are required to wear uniforms will do so at all times while on
duty or on official duty outside the RTMC. The official dress code of the RTMC is “business
casual”.
“Business casual” is defined as khaki style pants, dress style pants, skirts, and collared shirts or
blouses that are tucked-in and worn with proper undergarments. All articles of clothing should
be pressed and in good condition. In lieu of business casual attire, operators and shift
supervisors are required to wear a uniform, which consists of a SWIFT SunGuide Center issued
collared shirt. Appropriate tan, black, or navy blue pants or skirts should compliment this shirt in
the styles described above. Additionally, as a professional, your shoes should always be clean,
polished, and in good condition.
Some items that should not be worn include:
o Sweats, shorts, or skirts cut above the knee
o Denim jeans or skirts
o Recreational sandals or work boots
o Sneakers/tennis shoes
o Hats or bandanas
o T-shirts or sweatshirts
On occasion, a dress-down day may be authorized in advance and in writing by the RTMC
Operations Manager.
Security ID/proximity cards should always be visible and available for inspection.
ID/proximity cards must be worn outside your outermost garments at all times.
Security
If in doubt, ask the RTMC Operations Manager for clarification/authorization before wearing the
article of clothing.
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9.18
Uniform Policy
The Uniform Policy is provided in addition to the information given in the “Dress Code” and
“General Appearance” sections of this document.
Uniform Shirts
o The collared uniform shirt is authorized for wear with proper pants or skirts
o Shirts should be completely buttoned (except for the top one) and tucked snugly into your
pants or skirt
o Damages to your uniform shirts should be brought to the attention of the RTMC
Operations Supervisor, so the shirt may be repaired or replaced
9.19
Parking Procedures
All parking spaces are located in a gated area that requires security clearance. The entrance to
the parking lot for SWIFT SunGuide Center employees is located to the northwest side of the
building. An ID/proximity card will be required to open the gate. The RTMC staff may park in
any of the empty spaces to the north or east of the building. FHP and MCCO will park in these
same areas. There are no assigned parking spaces at this time, but there should be an
adequate number of spaces for regular staff
There are adequate parking spaces for visitors. Visitor parking spaces are clearly marked at the
front of the SWIFT SunGuide Center.
Additionally, five (5) oversized parking spaces are provided for oversized vehicles or RV’s which
are separated from the regular parking spaces in the secure parking area.
An adequate amount of space is allotted in the parking lot for the media (i.e. TV stations, radio
stations, etc.) to set up communication vans and other equipment. These spaces are clearly
marked and are found on the west side of the building outside the secured parking area.
There is also a loading dock in the building for delivering equipment, furniture, and other
supplies.
9.20
SWIFT SunGuide Center Security
The FDOT District 1 SWIFT SunGuide Center building is a secure facility which requires all
exterior doors to be locked, except for the public lobby doors which will be open from 0800 to
1700 hours from Monday to Friday. Security of the RTMC building, personnel, and equipment is
the responsibility of all personnel. The staff should be secure in their work environment. The
building can only be entered with ID/proximity cards that are usable at designated locations,
including the main entrance. All electronically locked doors shall remain closed at all times and
shall not be blocked open for any reason.
The RTMC Operations Manager will issue the ID/proximity cards to all appropriate personnel in
order to control the security of the control room. The RTMC Operations Manager also has the
authority to activate and deactivate these security passes. No security passes will be issued to
non-operations staff. Vendors delivering equipment will not receive a permanent security pass,
but will be issued a visitors pass after registering with the RTMC Receptionist or RTMC Security
Guard. If your security pass is lost or stolen, immediately notify your supervisor so the security
pass can be deactivated.
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The FDOT issued ID/Proximity cards must be worn at all times while on the premises. ID
badges must be kept visible at all times by keeping them over or attaching them to your
outermost garments. All personnel must also have a driver’s license or another form of official
photo identification on their person at all times.
The RTMC Operations Manager and the RTMC Administrative Assistant must authorize all
visitors before they enter the SWIFT SunGuide Center control room. Visitors will register with
the RTMC Receptionist in the front lobby and will be accompanied by a SWIFT SunGuide
Center employee at all times while present in the facility. Visitors will not be allowed into the
facility through any other entry point other than the front lobby entrance. Visits will be restricted
to official business only. This includes family and friends. Family members and friends that are
not on official business do not belong in the RTMC for extended periods of time and will be
asked to leave immediately. This policy is in place for protection and allows the staff to focus on
daily duties without distraction.
Visitors are not allowed in the SWIFT SunGuide Center during non-business hours unless prior
written approval is given by the RTMC Operations Manager or FDOT RTMC Project Manager.
Take-out food vendors should complete their transactions in the front lobby area of the SWIFT
SunGuide Center.
Other delivery personnel and vendors will always be allowed in the front lobby and the gated
area to access the dock. These individuals may also need to access other areas of the building,
such as the break room. When this is necessary, the vendors must be accompanied by a
SWIFT SunGuide Center employee to the requested location.
Operations personnel should observe personal security methods and should alert supervisors
for emergencies, security issues, and security violations. Security procedures will be continually
reviewed and the RTMC doors will be checked regularly for security reasons.
FDOT will provide security services that will be stationed in the lobby as determined by FDOT.
Examples of the services provided by the security guard may include checking the outside
doors to the building, checking the parking lot areas, etc.
9.21
SWIFT SunGuide Center Access Control System
The SWIFT SunGuide Center is equipped with a card reader system and an intercom system.
The card reader system which is composed of card readers, controllers, central station, and
software applications. ID/proximity card readers are used at all locations.
The SWIFT SunGuide Center is equipped with an intercom system for visitor access control and
after-hour operations. The system is composed of door stations with built-in speaker, master
intercom stations, and door release relays.
9.21.1 Access Zones
The RTMC building shall be divided into seven zones for card access control:
1. FDOT suite
2. FHP District suite and impound vehicle parking
3. MCCO suite
4. Control room
5. FDOT equipment room
6. FHP radio and CAD server rooms
7. Lobby, stress reduction room, and employee parking
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The access control mechanism among seven zones is shown in the following table:
Access zone
Accessible by
FDOT suite
FDOT
FHP District suite and impound
vehicle parking
FHP District personnel
MCCO suite
MCCO personnel
Control room
FDOT, FHP Dispatch, and
authorized FHP District and MCCO
personnel
FDOT equipment rooms
Authorized FDOT personnel
(e.g. system administrator)
FHP radio and
Authorized FHP personnel
CAD server room
Lobby, stress reduction room, and
FDOT, FHP District/Dispatch, and
employee parking
MCCO personnel
9.21.2 Proximity Card Readers
A total of 39 proximity card readers are installed at designated locations throughout the RTMC
building. To provide additional security, a combination of lock and key and ID/proximity card will
be necessary to access the FHP District and MCCO Armory and Evidence Rooms.
9.21.3 Proximity Cards
The card access control system enrollment of each SWIFT SunGuide Center employee is
performed by use of a software application provided by the vendor. Initially, the enrollment of all
RTMC personnel will be handled by the RTMC Design Build firm, Miller Electric. After the
RTMC is operational, FHP District, FHP Dispatch, and MCCO will be able to request access to
the proximity card work station in Room #1099 from FDOT and conduct the card assignment
tasks for their own employees.
The proximity cards will have a standard layout. Included in this layout will be employee
photographs. The camera for taking employee photographs is located in the same location as
the card access control system computer.
Once each agency has the authority to create their own agency’s proximity cards, “Visitor” cards
may be created for frequently visiting vendors and temporary staff. These visitor passes must
be marked with a “V” where the photograph would normally be and numbered so that the
passes may be tracked. The issuing agency of these visitor proximity cards is responsible for
their visitors and will reclaim these cards when they are no longer needed. The FDOT RTMC
Manager or RTMC Manager will check the status of all visitors passes given access in the
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system at least once per month to verify that all are accounted for. If a visitors pass is
unaccounted for, the FDOT RTMC Manager or RTMC Manager will ask that the pass be
deactivated until such time as the visitors pass has been retrieved.
9.21.4 Other Access Control System Information
The card access control software system displays high-resolution floor plans and allows
interactive icons to be added to display component status and offer full manual operation in real
time.
The software is installed at the following locations, which are the same workstation locations as
described in the “Surveillance Camera Monitoring” section of this document.
o RTMC receptionist
o FHP District receptionist
o MCCO receptionist
o All workstations in the control room
o Video wall
The card access control system is integrated with the video surveillance system and utilizes
standard TCP/IP protocol.
9.21.5 Locations of Intercom Door Stations and Master Stations
The locations of intercom door stations and master stations are listed as follows:
Door stations:
Master stations:
All exterior building entrances
Gate entrances for accessing employee parking area
FDOT receptionist
FHP District receptionist
MCCO receptionist
Control Room (any ITS operator workstation)
9.22
SWIFT SunGuide Center Video Surveillance System
The SWIFT SunGuide Center building and the surrounding area are equipped with a CCTV
video surveillance system. The system has coverage over the entire employee parking area
located to the north and east of the building, as well as selected areas inside the building.
9.22.1 Types of Surveillance Cameras
There are four types of cameras in the video surveillance system:
o Type I – Fixed indoor color dome cameras. This type is used for monitoring interior rooms
and areas. The cameras are positioned so that the rooms or areas have adequate
coverage by one or more cameras. The cameras are equipped with 2.6-6 mm (vari-focal)
lens with auto iris.
o Type II – Fixed outdoor color cameras. This type is used for monitoring the parking lots
and exterior entryways. The cameras are equipped with day/night, 2.8-10 mm (exterior
entryways) or 5-50 mm (parking lots) (vari-focal) lens with auto iris.
o Type III – Pan/Tilt/Zoom outdoor color cameras. This type is used for monitoring the
exterior surrounding areas of the RTMC building. The cameras are equipped with
day/night lens with auto iris.
o Type IV – Vandal resistant color cameras. This type is used for the FHP District DUI
investigation room.
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9.22.2 Location and Quantity of Surveillance Cameras
The location and quantity of the cameras are listed as follows:
Location
Type
Quantity
Exterior doors
II
12
Loading dock
II
1
Employee parking lots
II
8
Building surrounding area
III
4
Public lobby
I
2
Control room
I
4
FDOT hallway
I
1
FHP District lobby
I
1
MCCO lobby
I
1
FHP District DUI room
IV
1
Secure Lobby
I
2
Exterior:
Interior:
Total:
37
9.22.3 Surveillance Camera Monitoring
The building surveillance CCTV cameras are monitored by a vendor supplied software
application. The monitoring software is installed on the workstations at the following locations:
o RTMC receptionist
o FHP District receptionist
o MCCO receptionist
o All workstations in the control room
o Video wall
The software system provides a variety of multiple and single-camera displays, playback
options, and alarm/event-triggered response options. The cameras are configurable as visible
or covert by an authorized user. All programming features are available from an on-screen
programming interface. All user activity on a unit is capable of being logged for specified time
periods.
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9.22.4 Surveillance Video Recording System
The building surveillance CCTV images are recorded by a digital video recording system. The
hard drive of the recording system is sized such that images can be stored for a minimum length
of 14 days.
The system provides operator-definable live filters to record and trigger alarm events when the
light level changes, motion is detected, a perimeter is crossed, or an object of a specific size
and speed moving in a specified direction is detected.
The system provides operator-definable filters to search the image database for light changes,
motion and perimeter violations, objects of a specific size and speed moving in a specified
direction, as well as camera, date/time and filter settings, then display a list of matching video
segments.
The system provides for simultaneous recording, playback, transmitting, database searching
and archiving.
The system is capable of displaying up to 16 cameras during playback mode with or without
text. Recorded All display features shall be available from an on-screen interface.
The digital video recorders are located in the FDOT Equipment Room #1100.
9.22.5 Surveillance Communication Requirements
The video surveillance system operates on a standard TCP/IP network. The system provides
for network operation with an optional manufacturer-specific software application or through a
standard web browser. The system also provides for remote operation via client applications
developed using the optional Application Programmer Interface (API).
The optional Application Programmer Interface (API) is provided with sample software example
programs in the form of a Software Development Kit (SDK). The SDK enables the development
of customized client software modules that can be used to operate the device remotely, thus
extending remote system access and function.
The system is integrated with the access control system.
9.23
RTMC Work Areas
Work areas at the RTMC will be assigned to the operations staff by the FDOT RTMC Project
Manager.
The offices that have been approved by FDOT and are currently available to the RTMC staff are
given below.
o Room 1005+ - Receptionist/Lobby Area
o Room 1081 – Administrative Assistant
o Room 1085 – Highway Advisory Radio (HAR) Recording Room
o Room 1090 – IT Support
o Room 1091 – Operations Supervisor Office
o Room 1092 – 511 Expansion Area
o Room 1093 – Shift Supervisor Office
o Room 1094 – Shift Supervisor Office
o Room 1095 – Shift Supervisor Office
o Room 1102 – Eight consoles in the control room and four future consoles
o Room 2013 – Storage Space / ITS Maintenance Contractor area
o Room 2017 – Upstairs Conference Room
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o Conference rooms, copy rooms, and file space are also available as assigned by FDOT
9.24
Equipment Room Guidelines
The equipment in the equipment room provides information and operations to the RTMC control
room and, in the case of the SunGuide servers, the entire state.
The RTMC staff is not allowed to touch any of the equipment in the equipment room for any
reason. The RTMC staff will not loiter in or occupy the equipment room without prior permission
from FDOT, the RTMC Operations Supervisor, or the RTMC Operations Manager.
9.25
Stress Reduction Room
The SWIFT SunGuide Center includes a stress reduction room (or weight room) and locker
room for all employees. The RTMC staff is encouraged to use these facilities. All employees
must sign the liability waiver created by FHP before using any Stress Reduction Room
equipment.
Gym etiquette is as follows:
o Be courteous to others
o Return weights to their appropriate place on the racks
¾ Weights lying on the floor can be dangerous to others
¾ Weights left hanging on a bar on a rack can deform the bar
o Do not drop weights
o Do not bang the weights – it is hard on the equipment, floor, and ears
o Wipe off the equipment after use
o Do not make excessive noise, including but not limited to
¾ Loud music
¾ Banging weights
¾ Vocal noise
o Ensure that personal belongings are not in a walkway or in any other dangerous location
o Do not use chalk or cornstarch
The locker room is the first and last place that employees go when using the gym. The quality
and cleanliness of the locker room environment generally permeates the rest of the gym.
Please pick up your towels, clean the sink, etc.
There are no permanent lockers assigned to individuals. Locker use is on a “first come first
serve” basis. Employees are responsible for their own belongings. The lockers can be locked,
but the locks are not included. Employees must supply their own locks in order to keep
personal items safe.
9.26
Video Conference Equipment
FDOT owns video conference equipment that is located in the FDOT conference room. FHP,
FHP Communications, and MCCO personnel may use this equipment by request. The FDOT
point of contact for these requests is the FDOT RTMC Manager and the RTMC Administrative
Assistant.
9.27
Tour Group and Media Visit Procedures
All tour groups and media personnel that wish to visit the SWIFT SunGuide Center must make
an appointment through the FDOT RTMC Manager before arriving at the RTMC. Unannounced
visitors of this nature must be cleared through these contacts before they are allowed entry into
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the RTMC and the control room. If visitors are in the control room without approval, please
contact the RTMC Operations Manager or the RTMC Operations Supervisor immediately.
FHP Shift Commanders and MCCO personnel cannot approve a tour group, but they may
approve a media presence if it is FHP related. All media personnel will be required to follow all
FDOT District 1 PIO policies.
The RTMC Administrative Assistant, when present, is the initial contact person for all visitors.
The RTMC Administrative Assistant will ask that the visitors to register at the front desk once
they arrive and remain in the lobby area. The FDOT Receptionist will notify the person awaiting
the visitors and return to their assigned duties after the visitors have met their staff contact.
If the RTMC Administrative Assistant is not present, the RTMC Receptionist will politely ask the
tour group or media personnel to sign the visitor log and to wait in the lobby until they are
authorized for entry. The RTMC Receptionist will contact the RTMC Operations Manager or
RTMC Operations Supervisor to request further instructions.
Generally, the RTMC Operations Manager or the RTMC Operations Supervisor will conduct
tours. The length and coverage of the tour is at the discretion of the tour conductor, but the tour
should always be responsive to the audience.
The tour will generally begin in the lobby of the RTMC and will flow into the conference room
overlooking the control center. The person conducting the tour will brief the tour group on the
benefits of ITS and the duties of the operations staff. A PowerPoint slide show may also be
provided to show an overview of the entire RTMC project. If the group has a specific, preapproved interest in viewing the control room or the equipment room, they will be guided
through the area, taking care not to interrupt activities related to ongoing incidents.
Following the tour, the tour leader should ensure that all questions have been answered, all tour
personnel are accounted for in the lobby at the conclusion of the tour, and the group has safely
departed the building. Any unusual questions or activity will be noted and brought to the
attention of the RTMC Operations Manager, if not present.
9.28
General RTMC Behavior Guidelines
The following list gives the RTMC guidelines for general employee behavior. Any employee in
violation of one or more of these guidelines is subject to disciplinary action up to and including
termination of employment.
o All RTMC personnel shall acquaint themselves with this RTMC Standard Operating
Guidelines document and abide by the rules and regulations contained herein. A plea of
ignorance will not be relief from any responsibility for compliance.
o All RTMC personnel will be held accountable for their conduct at all times and shall not
conduct themselves in any manner which could bring discredit upon the RTMC, FDOT, or
any partner agencies.
o No RTMC personnel shall willfully or maliciously make false reports about the
organization, offensively about personnel, offensively towards personnel, about any other
personnel to create a disturbance, or to discredit any personnel.
o Use of FHP equipment or space is not allowed without written permission.
o There shall be no gambling with any type of playing cards, instruments, or devices for
money or articles of value on RTMC property.
o Literature or any other material, regardless of media type, which is of an offensive nature
or explicit sexual content, is not permitted on the SWIFT SunGuide Center property.
o Sleeping will not be tolerated. If any employee is unable to stay awake, contact the
RTMC Operations Manager or RTMC Operations Supervisor immediately.
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o Downloading files, listening to music, watching television or movies, and playing games
are not permitted.
o Unauthorized screen savers or wallpapers shall not be displayed on workstation
computers.
o Removal of the panels or other equipment at any workstation is not permitted. The
removal of this equipment should only be done by authorized personnel for the purpose
of maintaining the computer network and other necessary equipment.
o Forms of electronic communications, such as personal computers, or the utilization of
personally owned equipment is not permitted within the control room.
o Control room telephones are not to be used for sending or receiving personal call, except
in emergency situations.
o No profanity or foul language will be allowed. Proper office etiquette shall be maintained
at all times.
9.29
Drug Free Workplace
The SWIFT SunGuide Center is a drug free workplace. FDOT and Telvent Farradyne are
committed to providing a safe work environment and fostering the well-being and health of its
employees. That commitment is jeopardized when any RTMC employee illegally uses drugs or
alcohol on the job, comes to work with these substances present in their body, or
distributes/sells drugs in the workplace.
The following list explains the RTMC drug-free policy in more detail.
o It is a violation of the RTMC procedures for any employee to possess, sell, trade, or offer
for sale illegal drugs or otherwise engage in the illegal use of drugs, intoxicants, or
alcohol on the job
o It is a violation of the RTMC procedures for anyone to report to work under the influence
of illegal drugs or alcohol
o It is a violation of the RTMC procedures for anyone to use prescription drugs illegally.
However, nothing in the procedures precludes the appropriate use of legally prescribed
medications, so long as the use of such does not hinder the employee’s performance of
duties or compromise the employee’s good judgment.
Any employee in violation of this drug free policy will be immediately taken to a location where
they will not be able to hurt themselves or others until such time as they are able to return to
work or their residence. The supervisor on duty will be responsible for maintaining the
appropriate staffing level at the RTMC by following the appropriate procedures in this document.
The employee violating this drug free policy will be subject to disciplinary action up to and
including termination of employment.
It is the responsibility of management to counsel employees whenever they see changes in
employee performance or behavior that suggests an employee may be under the influence of
alcohol or illegal drugs. Although it is not management’s job to diagnose personal problems,
management should encourage such employees to seek help and advise them about available
resources for getting help.
Employees may utilize the Employee Assistance Program (EAP) that is in place for their
confidential use. They are expected to use this service, if necessary, to keep their employment
and health in good standing. Employees who become habitual abusers of the drug-free
workplace policy will be referred to the EAP and handled according to the Telvent Farradyne
Human Resource Department procedures. The RTMC Operations Manager is also available to
assist employees at any time.
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9.30
Discrimination Policy – Equal Employment Opportunity
Telvent Farradyne guarantees that every person has the right to be treated without
discrimination on the job or while applying for a job.
Telvent Farradyne requires that all employment practices be equal without regard to factors that
are non-job related. These factors include, but are not limited to, race, sex, age, national origin,
marital status, sexual preference, or physical handicap, when the individual is otherwise
qualified.
Telvent Farradyne is committed to providing Equal Employment Opportunity to all phases or
aspects of employment and employee relations, including but not limited to, recruitment,
selection, placement, transfers, training and development, promotion, demotion, compensation,
benefits, layoffs, terminations and all conditions or privileges of employment.
9.31
At-Will Employment Relationship
Telvent Farradyne is an “Employment at Will” employer. Nothing contained in the employment
application, granting of an interview, offer of employment, or in this document shall be deemed
to create an employment contract between the employer and any applicant or employee for
either employment or the providing of benefits. If an employment relationship is established, the
employee understands and agrees that their employment is not for a definite period of time,
regardless of the date, method, or description of payment of wages or salary. The employment
relationship may be terminated at any time without previous notice and for any reason
whatsoever, with or without cause. Your employment is entered into voluntarily and you are
free to resign at any time. Similarly, Telvent Farradyne is free to conclude the employment
relationship at any time.
9.32
Harassment Policy
The harassment policy applies to all staff members at all levels including senior executives,
management employees, and temporary employees. The policy also applies to non-employees
such as visitors, contractors, suppliers, fee for service individuals, and clients.
As an employer, Telvent Farradyne is committed to providing a work environment in which
individuals are treated with respect and dignity. Each individual has the right to work in a
professional atmosphere which promotes equal opportunities and prohibits discriminatory
practices.
Achieving this desired environment greatly depends upon mutual respect, cooperation, and
understanding. Attitudes and behavior that undermine this goal are detrimental to all and
should not be tolerated.
Harassment in the workplace is a form of discrimination. It is unwelcome and unwanted. It
affects the individual’s ability to learn and work. It can also be an expression of abuse of power,
authority, or control and is coercive in nature.
Telvent Farradyne recognizes that its employees may be subject to harassment by visitors or
others who conduct business with the company. As well, visitors and other non-employees may
be subject to harassment by Telvent Farradyne employees. In both instances Telvent
Farradyne acknowledges its responsibility to do all in its power to support and assist the person
subjected to such harassment.
Telvent Farradyne encourages reporting of all incidents of harassment regardless of who the
offender may be.
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For the purposes of this policy, “Harassment” in the workplace includes harassment, sexual
harassment, and poisoned work environment.
Harassment
Harassment means any behavior, often repetitive in nature, which is offensive, embarrassing,
and humiliating and which denies individuals their dignity and the respect to which they are
entitled. Harassment includes any conduct, comment, or gesture which would constitute a form
of discrimination prohibited under the Canadian Human Rights Act on the following grounds:
race, national or ethnic origin, color, religion, age, sex (including pregnancy or childbirth), sexual
orientation, marital status, family status, physical or mental disability, conviction for which a
pardon has been granted. Harassment may take the form of verbal or physical abuse, jokes,
threats, or derogatory statements (i.e. remarks about a person’s body, race, or beliefs).
Sexual Harassment
Sexual harassment means any conduct, comment, gesture, or contact of a sexual nature that is
likely to cause offense or humiliation or that might, on reasonable grounds, be perceived by that
employee as placing a condition of a sexual nature on employment or on any opportunity for
training or promotion
Examples of behavior that can constitute sexual harassment include, but are not limited to:
o Unwanted touching or leering
o Sexual assault
o Inquiries or comments about a person’s sex life
o The display of sexually offensive material
o Sexually degrading words to describe a person
o Derogatory or degrading remarks directed towards members of one sex or sexual
orientation
o Inappropriate or unwelcome focus/comments on a person’s physical attributes or
appearance
o Persistent unwanted contact or attention after the end of a consensual relationship
Poisoned Work Environment
A poisoned work environment is characterized by an activity or behavior, not necessarily
directed at anyone in particular that creates a hostile or offensive “workplace”. Examples of a
poisoned work environment include but are not limited to: graffiti, sexual or racial jokes, abusive
treatment of an employee, and the display of pornographic or other offensive material.
The workplace includes, but is not limited to, the physical work site, washrooms, break rooms,
work related conferences or training sessions, work related travel, work assignments away from
the physical work site, work related social functions, telephone calls during the course of work.
9.33
Harassment Guidelines
Every employee of Telvent Farradyne has a responsibility to play a part in ensuring that the
working environment is free from harassment. All supervisors must recognize that harassment
of any form is prohibited conduct and must deal with all complaints in a timely and serious
manner. As well, it is the supervisor’s responsibility to insure that all employees are informed of
the significance and consequences of harassment.
Employees who feel they have been the victims of harassment by a co-worker, supervisor, other
tenant in the SWIFT SunGuide Center, or agent of Telvent have the responsibility for reporting it
either to the alleged harasser, their supervisor, or Strategic Resource Development. In addition,
any employee who believes that a colleague has experienced or is experiencing harassment, or
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retaliation for having brought forward a complaint of harassment, is encouraged to notify their
supervisor or Strategic Resource Development.
Complaints will be investigated in an objective manner, and all circumstances, including the
nature and context of the incident(s) examined. The investigation will be undertaken in a
confidential manner to protect the integrity of the affected employee and the alleged harasser.
Employees having questions concerning this policy should contact Strategic Resource
Development. Employees are assured that the utmost discretion will be used in the handling of
such matters.
Violations of this policy will be dealt with on an individual basis and will be cause for disciplinary
action, if substantiated, up to and including termination of employment.
9.34
Issue Resolution
The issue resolution process is intended to identify, mitigate, and resolve issues of poor
employee performance as well as those who have violated established RTMC rules, guidelines,
and procedures. For each stage of the process, a supervisor or manager and at least one
witness will meet with the employee to discuss the issues and the actions planned to resolve the
issues. The issues and actions will be clearly documented, signed and dated by each party,
and placed in the employee’s personnel file.
Issue resolution consists of the following stages.
o Counseling – Counseling will occur upon identification that an employee has violated an
established RTMC rule, guideline, or procedure.
o Verbal Warning – If the same issue persists, the employee will be provided a verbal
warning and another opportunity to rectify the situation. A supervisor or manager and a
witness will meet with the employee again to discuss the issue and the actions planned to
resolve the issue.
o Written Warning – Continued noncompliance will result in a written warning and final
opportunity to rectify the situation. A manager and witness will meet with the employee
again to discuss the seriousness of the issue and the actions planned to resolve the
issue.
o Termination – If there is subsequent noncompliance or if the situation is not rectified after
the written warning stage, the employee’s employment will be terminated.
Although most issues will require all four stages, certain issues are grounds for immediate
termination.
9.35
General SWIFT SunGuide Center Property Maintenance
It is the responsibility of all employees to keep the SWIFT SunGuide Center neat and clean.
The operator workstations, equipment room, break room, and restrooms will be kept clean and
neat at all times. It is the responsibility of everyone to clean up after themselves.
9.36
Break Room Maintenance
The SWIFT SunGuide Center break room must be presentable and clean at all times. Each
RTMC staff member is responsible for cleaning their own dishes and messes. A weekly rotating
schedule for general break room maintenance has been created and is displayed on the
refrigerator. In the future, this schedule will also include FHP and MCCO personnel since the
break room will be a shared space with these agencies. All employees are included in this list.
The tasks required for this project include,
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o
o
o
o
o
o
o
Clean and empty the sink
Wipe down countertops, stove, and table
Empty the dishwasher (store dishes in cabinets)
Empty the dish rack (store dishes in cabinets)
Take an inventory of utensils and supplies.
Report low supply quantities and other necessary items to the PM Shift Supervisor
Fill and run the dishwasher when full
Old and expired items will be cleaned out of the refrigerator once a month by the employee
scheduled during the last week of the month on the rotational schedule so the janitorial staff
may do a thorough cleaning.
This schedule does not imply that employees that are not on the rotational schedule that week
have someone to clean up their mess. Any messes that are deemed significantly large or
unreasonable should be brought to the attention of the RTMC Operations Manager.
Employees are also not required to pay for any supplies. If supplies are needed, the RTMC
Operations Manager should be notified.
9.37
Workstation Policy
All workstations must be maintained in an orderly manner. This includes the mouse, mouse
pads, keyboards, CD-ROMs, pens, note pads, and SWIFT SunGuide Center manuals. Also, no
food or drinks are allowed at the workstations or in the control room. Only bottled water in a
container with a cap is permitted.
The SWIFT SunGuide Center manuals, reference materials, operational aids, and operations
equipment are to be kept in place and readily available at each workstation. Any work related
items that are normally stored in cabinets or drawers must be stored properly when not in use.
Storage lockers are provided to each operator so personal belongings can be stored while on
duty. These lockers are not lockable. If you have a personal item that needs to be locked up,
please utilize the lockers in the Stress Reduction Room. You must provide your own lock and
must remove the lock when not in use.
All RTMC computers must display a Windows™ generated background desktop screen saver.
All personal bitmap images and pictures must be deleted, removed from the workstation
computers, and replaced with a standard Windows™ display.
The RTMC utilizes a quad-monitor setup at the operator workstations. The following
configuration must be utilized on each screen at all times. This approved setup may be
changed once the SWIFT SunGuide Center becomes operational.
o Left Monitor – RTMC website and other necessary applications
o Left Center Monitor – EM/PM SunGuide database (Road Ranger and incident reporting
tool)
o Right Center Monitor – SunGuide Map
o Right Monitor – SunGuide (DMS control and field equipment monitoring)
9.38
Coordination of the RTMC Cleaning Vendor
All scheduled and non-scheduled cleaning will occur as needed and will be coordinated through
the FDOT RTMC Project Manager. The operations staff will notify the RTMC Operations
Manager and the FDOT RTMC Project Manager whenever non-recurring cleaning is necessary
or whenever there is a concern about the cleaning vendor staff.
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The operational nature of the RTMC requires that the employees are not disrupted from
performing their job duties for cleaning or any other vendors. Contact the RTMC Operations
Supervisor or RTMC Operations Manager if you feel that the vendor is causing a disruption to
operations.
The recurring maintenance activities for the building will be conducted so operations are not
impacted, especially during management of incidents. The personnel responsible for these
activities must be responsive to these operational needs and must reschedule non-critical
activities during these times.
No cleaning or maintenance will be conducted during peak rush hour periods or while serious
incidents are being handled.
If the cleaning vendor accidentally causes a problem with a critical portion of the system and
support is required, the RTMC Shift Supervisor on duty will contact the appropriate support
person for immediate response.
9.39
Privacy and Information Release Policies
Information made available to the SWIFT SunGuide Center staff by FHP, the Computer Aided
Dispatch System, or other means (phone, fax, e-mail, etc.) is to be considered confidential and
will not be shared with outside groups. These outside groups especially include the media and
the public, due to privacy concerns. Generally, acceptable information that can be provided
includes number of vehicles involved, exact location, direction of travel, incident impact, and
confirmed estimated incident durations. Information that will not be provided includes individual
names, physical descriptions of people, license plate numbers, makes/models/colors of
vehicles, and unconfirmed estimated incident durations.
Questions regarding these procedures should be directed to the RTMC Operations Manager.
Any employee found to have provided inappropriate information to a person or agency not
authorized to receive that information will face disciplinary action and possible termination of
employment.
9.40
CCTV Protection of Privacy Policy
The I-75 FMS CCTV cameras are visible to the public because the images are provided on the
SWIFT SunGuide Center website. Therefore, it is possible for the public to visualize sensitive
personal information. This policy defines individual privacy rights and establishes the rules that
must be followed to protect an individual’s right to privacy.
CCTV camera images are viewed on video monitors in the SWIFT SunGuide Center to allow
the RTMC operators to detect, verify, manage, and document traffic events. The operators use
this data to provide timely and accurate roadway information to the motoring public and to
visualize the various ITS devices in the field. The CCTV cameras must solely be utilized for
these purposes.
The privacy policy is based upon two principles:
o An individual has a right to control their own personal information
o Standards and controls in the collection, retention, use, and disclosure of personal
information are mandatory
These principles are important to RTMC operations, because they apply to the collection, use,
and disclosure of any personal information that may be collected by everyday operations with or
without CCTV cameras.
CCTV cameras are important to RTMC operations because they allow RTMC operators to:
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o
o
o
o
o
o
o
Scan and detect incidents
Confirm reported incidents by Road Rangers and other incident responding agencies
Verify construction, maintenance and special event status
Determine the start time and end time of incidents
Monitor incident and recurring congestion
Determine the arrival times of responding agencies
Collect information for determining the appropriate response plans
While performing these tasks, it is important that the RTMC operators are sensitive to and
comply with this policy.
9.40.1 Camera Pan/Tilt/Zoom (PTZ)
CCTV cameras must not be zoomed in during routine traffic monitoring. License plates and
individuals should not be identifiable.
When personal injuries or hazardous materials (Hazmat) spills are suspected in a traffic
accident, the RTMC operators may be required to zoom in to collect information that is required
by FHP, Emergency Medical Services (EMS), FDOT, or for other informational purposes. When
this occurs, it is critical that the operator restrict the CCTV camera image from any external
video feeds. This task can be accomplished by using the appropriate function in the
SunGuideTM software. Once zooming in is no longer necessary, the RTMC operator must return
the camera back to a less specific view to continue monitoring traffic conditions and un-restrict
the CCTV camera image which is blocked from the external video feeds. Please refer to the
“Restricting Camera Images” section of the RTMC Strategic Operations Plan document for more
specific details on restricting and un-restricting camera images on external video feeds.
9.40.2 Video Recording
The RTMC does not have the ability to record CCTV camera images as part of the normal
SWIFT SunGuide Center procedures. The CCTV camera images will never be recorded.
9.40.3 Release of Personal Information to Police Services
The RTMC Operations Manager must be notified, preferably by telephone, of any request for
the release of personal information by any police department. These requests may be time
sensitive; therefore, e-mail should not be used unless it is accessible from the RTMC
Operations Manager’s cell phone.
RTMC operations and FHP are collocated in the control room, so FHP dispatch will be privy to
much of the sensitive information available to the operations staff. These details may be
verbally shared with the FHP dispatch staff as part of normal operations. Specific requests,
however, must still be communicated to the RTMC Operations Manager.
Police department requests, other than on-site FHP personnel, to zoom in cameras to collect
personal information must also be requested through the RTMC Operations Manager.
Police departments are required to provide a search warrant to FDOT should they wish to
conduct any form of law enforcement surveillance. If this situation arises, direct the police to the
RTMC Operations Manager.
9.40.4 Release of Personal Information to Assist Road Ranger Staff
Road Ranger drivers may require the dispatch of police, ambulance, fire, or rotational towing
company services to their roadway location for a variety of reasons. The collection of specific
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information that is required by these services is only to be used in their dispatch and will not be
disseminated to other sources. The fact that this information was requested should be entered
as a comment into the SunGuide event associated with the incident.
9.40.5 Release of Personal Information to Stakeholders
It is RTMC policy that the collection of all incident information is used solely for the purpose of
traffic information dissemination to our stakeholders. Stakeholders are considered to be, but
are not limited to, the following agencies.
o
o
o
o
o
Radio stations
Television stations
Newspaper reporters
Traveler information agencies
Motorists
The personal identifiers collected such as license plate numbers, vehicle type, number of
vehicles involved, gender, family relationship, etc. will only be disseminated to incident response
agencies. Requests from other agencies must be immediately directed to the RTMC
Operations Manager.
The RTMC is NOT allowed to provide motorists and the general public any personal information
at any time. When an operator receives a call from a motorist that did not dial *FHP, the call
should be immediately transferred to the RTMC Shift Supervisor, RTMC Operations Supervisor,
or the RTMC Operations Manager.
9.41
DMS Information Dissemination Policy
The dynamic message signs must only display traffic, incident, or Amber Alert related
information. Test messages may also be activated when performing routine communication
tests of the system and must be immediately deactivated after the test is completed. Public
service announcements are only activated on the DMS with written permission from FDOT. The
personal use of the DMS is not permitted at any time and is grounds for immediate termination
of employment.
9.42
Media Policies
The SWIFT SunGuide Center policy is to send all media requests to the RTMC Operations
Manager or FDOT RTMC Manager. All media relations and public information request
responses will be coordinated through the FDOT Public Information Office (PIO).
If the media requests to conduct an interview with any staff member, the RTMC staff must
obtain prior approval from the FDOT PIO.
Television crews are welcome in the Media room, which overlooks the Control Room, to do live
broadcasts of traffic conditions. Requests for television interviews should be forwarded to the
RTMC Operations Manager.
The shift supervisor on duty may respond to routine incident information requests from media
agencies once approval is granted by FDOT PIO and the RTMC Operations Manager. Only the
dissemination of facts is permitted; speculations and opinion will not be permitted. All telephone
calls will be logged, as per procedure.
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Telvent Farradyne is also capable of responding to media inquiries, but this option is not
currently considered. The SWIFT SunGuide Center will use the FDOT approved methodology
for media relations at all times.
Telvent uses their in-house Marketing Communications Group to respond to media inquiries. It
is the Company’s policy that all internal media inquiries (not SWIFT SunGuide Center related)
are channeled through this department and handled in the shortest possible time. Media
inquiries are normally handled by the Marketing Communications Officer, who would follow the
procedure of:
o Not providing the journalist with an immediate response, unless an agreed statement has
already been prepared or the inquiry is of a simple corporate nature.
o Taking down details of exactly what the journalist is asking for and obtaining a deadline
for responding.
o Establishing the type of media inquiry and reacting to it accordingly. There are generally
two types of media inquiry - controversial and technical. The former generally comes from
the daily press or the leading weekly technical media. In a controversial situation, great
care has to be taken to respond quickly, accurately and with the knowledge of, and/or a
comment from, an appropriate senior Director of the Company or member of the Project
Team. If the inquiry is technical, the Marketing Communications Officer will contact the
Project Manager to agree on the most appropriate person to respond. If a simple
statement can answer the question, then the Marketing Communications Officer will
respond in this way. If the question is very technical, then the journalist would be given
the name of the engineer who would best be able to provide a technical response.
o Seeking approval from the Project Manager and a relevant Company Director before any
new releases and statements are issued to the media. Any response that mentions a
client or client’s project must also receive approval from the client prior to issue.
9.43
CCTV Video Image Sharing
The SWIFT SunGuide Center does not currently share its CCTV camera images with any
outside agency. However, in an effort to help inform the motoring public of prevailing roadway
conditions more efficiently, some organizations may request to share video in the future.
No decision has been made by the FDOT Central Office concerning the logos that will be
displayed on the CCTV camera images that are redistributed to local agencies and the public.
The FDOT Central Office will most likely adopt a statewide policy for this purpose. These future
CCTV camera images will most likely be required to display the SWIFT SunGuide Center logo
or FDOT logo.
The RTMC Operators will always have primary control of the CCTV camera images.
9.44
Telephone Answering Procedure
When answering the telephone, operators must use the following greeting: “SWIFT SunGuide
Center, (your name) speaking. How may I help you?”
9.45
Telephone, Fax and Television Usage
Telephones and fax machines shall be utilized for official communications only. It is understood
that telephones and fax machines may be needed occasionally for personal communications
between spouses, parents, and children. However, this must be limited to the absolute
minimum and not abused. Inappropriate use or abuse of this equipment will not be tolerated
and repeated abuse of this policy could be grounds for termination of employment.
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Television service may be provided for operational use in the future and should only be used to
view weather and news channels when installed.
9.46
Communication Etiquette
Being a call taker requires excellent communication
skills. The RTMC operations staff relies heavily on
voice communications to perform their job duties.
Studies have proven that communication is broken
down as follows:
o Bodily expressions = 58%
o Voice (Tone) = 35%
o Verbal (Words) = 7%
These studies imply that the RTMC operations staff
can only rely on the 7% verbal and 35% voice
communications to perform their job duties, which is
why it is important to develop excellent voice skills.
7%
35%
58%
Body
Voice
Verbal
The tone of voice and the words you use will influence the listener’s mood. They create an
image of your entire organization. If you handle a caller poorly, then they may think that the
SWIFT SunGuide Center is indifferent to their needs. Therefore, the SWIFT SunGuide Center
operations staff needs to be aware of these communication tools and the power they have to
create a positive image for the RTMC.
“CARE” is an acronym that stands for:
¾ Consistent:
Same way every time; dependable, concise, reliable
¾ Attentive:
Vigilant, respectful, appropriate, aware, nice, civilized, gallant, attuned,
ready, able, on top of things
¾ Reliable:
Dependable, accurate, know how to do the job, skilled, get things done,
can depend on the service
¾ Efficient:
Quick, lively, snappy, orderly, adept, looking for ways to improve, vigilant
to ways of making things go smoothly, alert
Communication Tools
o Telephone tools are the voice, the tone of voice, the words used, and the listener’s
perception.
Rate (Speed)
o Speak more slowly on the telephone then you would normally
o Telephones and radios tend to distort your voice which makes it difficult for others to
understand you
o Slowing your speech helps others understand you
Diction and Pronunciation
o All of us have some sort of accent, and with Florida growing more diversified every day,
so are the accents
o If you identify yourself as a person with a heavy accent, try slowing down your speech
o Remember to always speak distinctly and clearly
Volume
o If you receive a call from someone speaking loudly, hold the telephone a few inches
below your ear
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o Holding the telephone a few inches below your ear will allow you to hear the caller and
still respond normally.
o Remember to keep your own volume at a moderate level
Tone
o Your tone is reflected as soon as you speak. Be careful that how people perceive you is
what you intend to portray.
o Your tone of voice sets the mood of the entire conversation.
o Your tone of voice on the telephone can be compared to the expression on your face.
o Your tone of voice helps determine whether you’re perceived as rude or courteous.
Remember the old saying, “It’s not what you say, it’s how you say it”. It’s one of just a
few ways the caller can determine your mood and meaning.
o When you answer the telephone or ask questions in an aggressive or attacking tone of
voice, you will also get negative reaction from the caller. With that tone of voice, the
RTMC always loses.
o Remember that answering a motorist’s question is your job. This may be the motorist’s
first call to the RTMC, so do your best to make it a happy experience.
o Treat the caller as someone who is welcome, not an interruption. The caller is never an
interruption. The customer can sense from your tone of voice that they are not an
intrusion and they are welcome.
o If you are not careful with your words, mistakes often follow. The words you use can
have several meanings. If you can be misunderstood, chances are that you will be.
Work on making your meaning clear to the person on the other end of the telephone.
o However well meaning your intentions are, the listener’s perception is the ultimate test.
People’s feelings can be hurt easily. As strong as human muscle and bone are, our
feelings are really quite fragile. Most of us are very thin skinned and can easily be
offended. Negative or sarcastic remarks hurt and the memory lingers.
Authority Projection
o Knowing your job and up-to-date information will cause this type of voice to be natural.
Pause
o Take time to breathe; this has the added benefit of allowing the other person to speak
and ask questions.
Technology
o Even with the latest technology, you must keep your mouth at least one inch away from
the receiver
Smile
o Believe it or not, even though they can’t see it, they can “feel” it!
9.47
SWIFT SunGuide Center Video Wall, Hardware, and Software Policy
The SWIFT SunGuide Center video wall and all other hardware and software connected to the
ITS LAN are used exclusively for conducting ITS related work. Use of SWIFT SunGuide Center
equipment not related to the FDOT ITS program is not permitted.
Computers are for use with the SunGuideTM software, Microsoft Office products, and other
software products as needed. The staff will operate computers, the internet, and e-mail
communications in accordance with Telvent Farradyne policy. No unauthorized software or
hardware shall be connected to or installed on any RTMC equipment. Authorization for the
installation of all hardware and software must come through Telvent Farradyne. Staff members
desiring to install specific software or hardware are required to seek authorization from the
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RTMC Operations Manager. The RTMC Operations Manager will determine the need for the
requested software and will request authorization from Telvent Farradyne and FDOT.
Equipment will be operated in accordance with current policies and by the manufacturer
directions for operation. Specific procedures for using the SunGuideTM software are located in
the RTMC SOP.
Radios and other communication devices, such as cellular telephones will only be utilized for
business communication and will follow the existing standards for voice communications. This
may include the use of signal codes (“10” codes) or similar shortcuts. The user will receive
training on the correct use of the device from the RTMC Operations Manager.
RTMC operations staff, under the supervision of the shift supervisor, should attempt to
troubleshoot computer and equipment issues by using the steps outlined in the appropriate
manuals before contacting the RTMC Operations Manager and the RTMC IT Technician. If
unsuccessful, the above individuals should be contacted.
9.48
E-Mail and Communications Systems Usage Policy
All electronic communications sent, received, or stored on the SWIFT SunGuide Center
equipment is considered the business records and the property of the SWIFT SunGuide Center.
Electronic equipment includes e-mail, local area networks, employee computers, laptop
computers, workstation computers, wide area networks, internet, intranet, and cell phones.
All communications should be professional, businesslike, and free of vulgarities and obscenities.
The systems may not be used to solicit other individuals for any non-job related purposes.
The SWIFT SunGuide Center reserves the right to access, review, download, print, copy,
delete, modify, or disclose the contents of a user’s electronic communications at its sole
discretion.
The employee’s passwords and access rights to the SWIFT SunGuide Center communications
systems must be associated with an account issued in the name of the authorized user. The
protection of an employee’s unique password is a prime responsibility of the password owner. If
something is authored from a password protected system, the presumption will be that the
owner of the password is the author.
Internet access and e-mail accounts are provided to the staff, but this access is for business use
only. This software will not be used to “surf” the internet, play games, or be used in any other
inappropriate manner. SWIFT SunGuide Center management will monitor these accounts and
activities regularly.
Inappropriate uses of the SWIFT SunGuide Center communications system include, but are not
limited to, the following:
o Accessing, viewing, transmitting, or storing obscene or other inappropriate material such
as pornography or e-mail chain letters
o Engaging in unlawful or unethical communication including communication that is
defamatory, obscene, harassing, or gambling
o Use of passwords to gain access to another user’s information without proper
authorization
o Knowingly introducing a computer virus or worm
o Developing or using programs which attempt to bypass system security mechanisms or
to obtain unauthorized access to system resources or to interfere or disrupt system users
or resources
o Excessive personal use of the SWIFT SunGuide Center communications systems
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o Downloading files, listening to music, watching movies, watching TV, and playing games
o Unauthorized screen savers or wallpapers
o Use of any resource which will interfere with the timely performance of normal work
duties, reduce public confidence, or cast disrespect or adverse reflection upon the SWIFT
SunGuide Center
o Support a personal business or outside employment
o Support political or religious activities
o Anything that detracts from the routine functions of the SWIFT SunGuide Center
9.49
File Record Policy
All written and electronic files are the property of FDOT. Electronic files will all be saved on the
RTMC internal servers and shared drives and will not be tampered with in any way. Written and
printed hardcopies of documents will be stored in a common room location in an orderly fashion.
FDOT may request any form of documentation at any time.
SWIFT SunGuide Center employees have access to all files and records utilized for RTMC
office management and traffic operations. Examples include the data in the SunGuide software,
Incoming/Outgoing Microsoft Access database, Field Equipment and Internal Systems Microsoft
Access database, operations manuals, etc.
RTMC employees do not have access to personnel files or other sensitive information.
Requests for access to necessary documents that are not currently available to the staff should
be directed to the RTMC Operations Manager.
9.50
SWIFT SunGuide Center Issued Equipment
Equipment, such as two-way radios, pagers, computers, cell phone devices, etc. may be
assigned to operators, shift supervisors and others responsible for SWIFT SunGuide Center
operations. It is the responsibility of the individual to use this equipment in the manner for which
it was designed and within the procedures outlined in this document. Personal use of any
equipment is not authorized. All equipment shall be issued with a user manual. Special training
will be provided, if necessary.
RTMC operations staff will report lost, damaged, or stolen equipment to their supervisor
immediately. Individuals will be required to replace damaged or lost equipment if it is
determined that the user was negligent.
9.51
TIM Team Coordination Guidelines
FDOT, MCCO, and FHP are members of all three Traffic Incident Management (TIM) Teams in
FDOT District 1. The TIM Team holds local and statewide meetings every two months in an
effort to bring the incident responders and other local agencies together to discuss methods to
clear travel lane blockages and handle roadway incidents more safely and effectively.
TIM Team coverage areas in FDOT District 1:
o Collier and Lee Counties
o Charlotte, Sarasota, and Manatee Counties
o Polk County
The FDOT RTMC Manager and RTMC Operations Manager are the designated meeting
representatives for the SWIFT SunGuide Center and will work with the TIM meeting facilitators
and other represented agencies to achieve the overall goals of the TIM Team. The RTMC
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Operations Manager will designate at least one RTMC staff member to attend these meetings in
their absence.
Normally, the TIM Team facilitators wish to review one or two Level 3 or large impact incidents
that occurred between meetings to discuss actual events that transpired at the incident scene.
These “debriefings” help to identify the actions that need to be improved to clear lane closing
incidents more quickly. Some items that are normally identified for change are the incident
responders thought processes, outdated agency policies, or the need for additional training.
These incidents are either selected by the FDOT RTMC Manager, RTMC Operations Manager,
or requested by other members of the TIM Team.
9.52
Post Incident Analysis and Debriefings
Routine evaluations of responses to unexpected traffic scenarios will be conducted on a regular
basis. These scenarios will always be identified to all employees prior to the start of the
debriefing so the SWIFT SunGuide Center operations staff may review their actions and specific
incident details. These post incident debriefings will not be conducted during peak travel
periods or during active lane closing incidents.
The purpose of these debriefings is to evaluate individual responses to actual traffic events,
communications between operators, and the effectiveness of the SWIFT SunGuide Center
response. Typical questions that are asked at debriefings may be, “Is there a better way we
could have responded?” and “What resources could we have used to better respond to the
situation?” Individual and team feedback is an essential product of this evaluation process.
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10 SunGuideTM Software – Description
The SunGuideTM software was developed by SwRI for the FDOT Central Office to provide a
common software platform for all TMC Operations in the state of Florida. The SunGuideTM
software has the capability to control field devices (CCTV, DMS, etc.), post travel times on
DMS, collect event data, create performance measure reports, and manage/dispatch Road
Rangers. The SunGuideTM software is still in the development stages and will eventually
include the capability of controlling ramp meters, and streamlining center-to-center
communications.
The SunGuideTM software comprises of two parts:
o Event Management / Performance Measures (EM/PM)
o SunGuide Software Incident Management (IM) Module
EM/PM functions as a data entry tool and serves as the systems event creation and tracking
program. The SunGuide software IM Module allows for the monitoring and interaction with the
field equipment.
10.1 Event Management / Performance Measures (EM/PM)
The following sections provide an overview of the Event Management / Performance Measures
module in the SunGuide software. For more detail instructions on how to use this and other
modules in SunGuide software, refer to the latest SunGuide Software Users Manual. Updates
to the SunGuide User Manual can be obtained from http://sunguide.datasys.swri.edu/.
The FDOT District 1 SunGuide Southwest RTMC uses the EM/PM module of the SunGuide
software to collect, store and disseminate information about incidents along the roadways
actively managed by the RTMC. Through various input screens, information about incidents is
entered by the TMC Operator.
The main objectives of SunGuide event management are:
o Traffic Event and Incident Management
o Information Dissemination to the Public
o Road Ranger Dispatch
o Reporting and Tracking Roadway Impact
o Sending Incident Notifications to Incident Responding Agencies
10.2 SunGuide Software Incident Management Module
As previously stated, the SunGuide software Incident Management (IM) Module enables the
user to monitor and interact with the field equipment. Specifically, this module allows DMS,
CCTV, and video wall control functions. These controls provide the RTMC operators with the
necessary tools to effectively monitor the progression of multiple incidents simultaneously. The
SunGuide IM Module also contains an algorithm that uses occupancy, volume, and speed data
to make a determination of a probable incident, based on user-defined thresholds.
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11 Road Ranger Roles and Responsibilities
There are many responsibilities and activities required of the Road Ranger Service Patrol
program. The Road Ranger Service Patrol contractors are ultimately responsible to perform
these services as stated in their contract, but the RTMC assists this program by dispatching,
monitoring and documenting all Road Ranger Service Patrol activities. The following section
provides a description of the program and an overview of the Road Ranger Service Patrol
contract scope of services as it pertains to RTMC operations.
11.1 Program Overview
FDOT District 1 operates the Road Ranger Service Patrol program to provide trained and
certified Road Ranger operators and roving Service Patrol vehicles in the five counties
traversed by I-75: Collier, Lee, Charlotte, Sarasota, and Manatee. The Service Patrol vehicles
are privately owned, specially equipped pick-up trucks working under contract to FDOT. The
primary purpose of the Road Ranger Service Patrol is to respond to non-recurring incidents
such as motor vehicle collisions, material spills, and vehicle disabilities. The response and
assistance provided by the Road Ranger Service Patrol at these traffic incidents helps improve
safety to motorists and other incident scene responders. Additionally, the Road Ranger Service
Patrol program helps to reduce the disruption to the traffic stream and provides on site
communications to the RTMC. All services are provided to the motoring public free of charge.
The Road Ranger Service Patrol vehicles operate 16 hours per day, 7 days per week, including
holidays. FDOT handles program administration and empowers the RTMC to handle the
communications responsibilities.
11.2 Road Ranger Duties
The Road Ranger Service Patrol program has the following duties:
o Continually patrol a freeway segment (beat) to detect and respond to traffic disruptions
and provide free assistance to motorists in need. This includes minor repairs, tire
changing, jump starts, water, fuel, the use of a cellular telephone, etc.
o Provide a measure of advance warning to on-coming motorists through the use of a truck
mounted DMS with amber LED illumination.
o Immediately take action to clear the lanes of all disabled or damaged vehicles when no
injuries are involved
o Clear small debris and non-hazardous spills from the roadway
o Take action as a first responder. Call FHP and/or 911 as appropriate for Fire Rescue
agencies to respond to serious traffic accidents. The operator will protect the scene by
setting cones, flares, and using the truck mounted DMS board.
o Make every attempt to reduce the impact on traffic while maintaining scene safety.
Render assistance to FHP, Fire Rescue, Wrecker Service and other responders as
needed.
o Inform any vehicle driver that they will assist them to relocating operational vehicles that
are involved in traffic incidents to a safe location, such as Accident Investigation Sites.
o Inform any vehicle driver that they will assist them to follow the Florida Laws by relocating
disabled vehicles that are obstructing traffic to a safe location.
o Report suspicious activity or security concerns to the RTMC.
o Report abandoned vehicles to the RTMC, begin the FHP tolerance clock and mark the
abandoned vehicle with a high visibility specialty tag.
o Report traffic conditions to the RTMC.
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o Notify the RTMC upon incident scene arrival.
o Contact the RTMC whenever there is a change in incident status. Changes include the
arrival and departure of other incident responders, opening and closing of additional
travel lanes, etc.
o The Road Ranger Service Patrol relocates vehicles out of traffic or hazardous locations.
Once vehicles are on the shoulder, if towing services are required, the Road Ranger
Service Patrol will contact FHP who will follow their procedure to dispatch from the tow
rotation list.
11.3 Patrolling
The Road Ranger Service Patrol freeway segments (beats) and the Road Ranger Service
Patrol vehicle types associated with each patrol area can be referenced in the RTMC SOP
manual. The Road Ranger Service Patrol operator should continuously patrol their designated
beat seeking disabled vehicles, stranded motorists, roadway debris, spilled loads, vehicle
crashes, obstructions to traffic, suspicious activity and other potential hazards.
11.4 Clearing Lanes and Clean-up
The Road Ranger Service Patrol should work to clear travel lanes and emergency lanes of all
disabled vehicles, accidents, debris, and other obstructions to traffic. The Road Ranger Service
Patrol should remove small non-hazardous debris from the roadway and deposit collections in
areas designated by FDOT.
The Road Ranger Service Patrols should dispose of debris gathered during the patrolling
rounds and generated during incidents. They should use appropriate containers to store their
collected materials during clean up. They should not dispose collected material on any roadside
and shall only dispose this collected material at official collection sites.
The Road Ranger Service Patrols are not authorized to handle hazardous material. The Road
Ranger should inform the RTMC of the type of debris encountered. If the debris cannot be
safely handled by one Road Ranger, the RTMC will dispatch a second Road Ranger to assist.
In addition, the Road Ranger is required to notify the RTMC if assistance from FDOT
Maintenance or the asset management contractor is required.
11.5 Driving in the Emergency Lanes to Reach Incidents
The Road Ranger Service Patrol operator will call the RTMC for permission to drive in an
emergency lane (shoulder) to reach an incident. The RTMC operator will notify the RTMC Shift
Supervisor or designee of the request, who in turn will notify FHP dispatch. The RTMC Shift
Supervisor or designee will use sound judgment to determine if the use of the emergency lane
is warranted.
Road Ranger Service Patrol operators should only request to drive in the emergency lane when
traffic is moving 10 miles per hour or less. The Road Ranger should use caution when driving
along the shoulder and not exceed speeds of 15 miles per hour.
11.6 Road Ranger Service Patrol Advice to Motorists
Prior to providing any assistance, the Road Ranger Service Patrol operator should inform the
motorists of the following:
o When travel lanes are blocked, inform the motorists of the “Move It” law and distribute the
“Move It” pamphlet.
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o Inform the motorists that moving, fueling, servicing their vehicle, and calling a towing
service will be provided free of charge as a courtesy by FDOT.
o Once the vehicle is cleared from travel lanes, Road Ranger Service Patrol operator may
only attempt minor repairs not to exceed approximately fifteen (15) minutes.
o Should repairs not prove possible within the 15 minute time frame, the motorist shall be
allowed up to three (3) telephone calls of three (3) minutes duration each by using the
cellular telephone in the Road Ranger Service Patrol vehicle to make arrangements for
further service, towing, or transportation.
o All costs for further service, towing or transportation must be paid by the motorist.
In no event should the Contractor or the Road Ranger Service Patrol provide or recommend any
towing company or repair service facility to the disabled motorist. If the motorist requests the
assistance of a motor club, the operator will provide the motorist with the use of a cellular
phone. At the end of each service call, the Road Ranger Service Patrol operator shall distribute
comment cards.
11.7 Assistance to Motorists
The Road Ranger Service Patrol shall provide prompt, courteous and skillful assistance to
motorists as follows:
Move the disabled vehicle from travel lanes
Change flat tires
Provide jump-starts
Provide up to one gallon of unleaded fuel to the motorist, which should be enough to
enable them to reach the closest fueling location.
o Provide water
o Assist the motorist with mechanical failures and perform minor repairs, when feasible.
This should only be done if the mechanical problem can be remedied quickly (maximum
15 minutes).
o
o
o
o
The Contractor or Road Ranger Service Patrol shall not charge any fees, accept any gratuities,
recommend secondary towing service, or recommend repair/body shops. VIOLATION OF THIS
REQUIREMENT SHALL CONSTITUTE GROUNDS FOR IMMEDIATE TERMINATION OF THE
EMPLOYEE AND/OR CANCELLATION OF THE CONTRACT.
11.8 Maintenance of Traffic
The Road Ranger Service Patrol is required to set up temporary Maintenance of Traffic (MOT)
for all assist activities on the highway. MOT equipment includes highway flares, cones,
flagging, flashing amber/white lights, arrow board, DMS board, etc. to assist with traffic control.
The following guidelines have been established:
o Always stop 1 car length behind the incident if first on the scene
o Leave at least 1 car length (30-50 feet) in between the Road Ranger Service Patrol
vehicle and the incident vehicle in front
o Turn tires toward the nearest curb
o DMS board must show the appropriate message or four points for shoulders
o 15 cones MUST be used if you are blocking ANY lanes
o Use proper tapering of lanes (minimum of 5 cones per lane)
o Cones must be spread out all the way to the front of the incident scene
o No less than 8 cones MUST be used while working on the shoulder (disabled vehicle,
accident, paperwork, etc.)
o Road Ranger Service Patrol should notify RTMC before leaving the vehicle
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o
o
o
o
o
o
o
o
o
There should be one Road Ranger Service Patrol per travel lane blocked when possible
Light bar must be on when parked on shoulder
Relocate vehicle in accordance with the Vehicle Positioning & Scene Safety SOG
The Road Ranger Service Patrol should not spend more than 5 additional minutes on the
shoulder after an incident has been cleared
Seat belt MUST be worn at all times while in the truck, including times in the shoulder
lane
The Road Ranger Service Patrol operator must wear their safety vest at all times both in
and out of their truck
Safety vest must be clean and worn properly for maximum visibility
Safety vest must fit properly
Safety vest should be closed in front
11.9 Accidents
The Road Ranger Service Patrol should notify the RTMC and request Law enforcement, fire,
and ambulance assistance when necessary at accident scenes. The Road Ranger Service
Patrol should remain at the scene until the appropriate assistance arrives or is released from
obligation by the Incident Scene Commander. The Road Ranger Service Patrol should follow
all directions of Law enforcement personnel. The Road Ranger Service Patrol should protect
accident scenes by setting Maintenance of Traffic (MOT) equipment, independently or adding to
other responders MOT.
11.10 Abandoned Vehicles
The Road Ranger Service Patrol should notify the RTMC of all abandoned vehicles, and adhere
an official high visibility sticker to the rear windshield glass. The Road Ranger should report the
vehicle’s location, make, color, body type, license plate number, and lane blockage information.
The RTMC operations staff shall provide this information to FHP dispatch. If the abandoned
vehicle is impeding traffic or is considered to be a potential safety hazard, the Road Ranger
should move the abandoned vehicle to the shoulder. The RTMC operator will provide the Road
Ranger with the SunGuide event confirmation number. The RTMC operations staff shall
monitor the status of the abandoned vehicle via the Road Rangers and CCTV until the vehicle
has been removed or departed. This procedure is intended to compliment the FHP ‘Red – Tag’
procedure, such that, FHP Troopers also remain responsible to ‘Red-Tag’ abandoned vehicles
that have not been addressed by Road Ranger Service Patrol.
By law, abandoned vehicles will be removed from the roadway by FHP after 6 hours. Road
Ranger Service Patrol is now authorized to issue FHP endorsed abandoned motor vehicle tags
to vehicles they encounter on the roadway. This allows FHP to “start the clock” for the removal
of abandoned vehicles when either Road Ranger Service Patrol or FHP arrive at the scene,
which should help reduce the clearance time of these hazards from the roadway.
11.11 Disabled Vehicles
The Road Ranger Service Patrol should offer services to stranded motorists even when the
motorist’s vehicle is already moved from the travel lane. Disabled vehicles should be removed
from the travel lanes, with the least delay practicable, by moving them to the shoulder area or
drop location.
Should a motorist refuse to allow a disabled vehicle to be cleared from travel lanes, the Road
Ranger Service Patrol should contact the RTMC for assistance. The RTMC operations staff will
contact FHP and the Road Ranger Service Patrol should setup appropriate MOT to protect the
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incident scene until FHP personnel arrive. The Road Ranger shall not attempt to move these
disabled vehicles until directed to do so by FHP or responding Law Enforcement.
All disabled vehicles that are relocated should be parked with the wheels turned away from the
roadway and the parking brake should be set, if possible.
11.12 Animals
After clearing the travel lane, the Road Ranger Service Patrol should call and report the
location, type, and condition of injured or dead animals to the RTMC.
11.13 Transporting People
If vehicle assistance or towing services cannot be obtained for a motorist, rather than leaving
the motorist stranded, the Road Ranger Service Patrol should contact the RTMC and request
authorization to transport the motorist to the nearest facility with available communications
within the physical limits of their contractual obligation.
11.14 Florida Highway Patrol Towing Service Rotation System
If a motorist does not request a specified towing service, repair facility, or have other
arrangements, the Road Ranger Service Patrol should contact the RTMC to request a towing
service to be provided through the FHP towing service rotation system. The RTMC operations
staff shall notify FHP dispatch and facilitate the communication between the FHP dispatcher
and the motorist so that the FHP dispatcher can obtain the required information.
11.15 Assistance to Law Enforcement Personnel
The Road Ranger Service Patrol shall render assistance and obey the orders of law
enforcement personnel when requested. Any request by law enforcement officials to provide
assistance beyond the limits of the contractual obligation shall only be authorized by the FDOT
Road Ranger Service Patrol Project Manager. The RTMC Shift Supervisor on duty will contact
the FDOT Road Ranger Service Patrol Project Manager for approval.
11.16 Communication with the SWIFT SunGuide Center
When communicating with the RTMC, the Road Ranger Service Patrol is required to
communicate in the English language in as clear and concise a manner as possible.
The Road Ranger Service Patrol is required to notify the RTMC as noted in other sections and
for the following:
o For all stops, prior to exiting their vehicle.
o Once the Road Ranger Service Patrol has assessed the situation, to inform the RTMC of
the nature of the stop and assistance required.
o Any special requests from the motorists, such as need of emergency services to treat
injuries.
o Any travel lane blocking changes during an event.
o Any requests for additional services, such as fire rescue, Road Ranger back-up, or the
asset management contractor.
o The beginning and end of any Road Ranger Service Patrol status changes, such as
meals or breaks.
o Departing from a stop to provide services.
o Large spilled loads or large debris, or in other situations as appropriate.
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o Before and after inspections.
11.17 Authorized Road Ranger Service Patrol Stops
Road Ranger Service Patrol should continuously patrol their designated beat, unless stopping
to:
o
o
o
o
o
o
o
Assist stranded motorists
Remove disabled vehicles from travel lanes
Remove small spills and debris from the travel lanes
Assist with incident site traffic management
Break (15 minutes) or lunch (30 minutes) period
Bathroom breaks (15 minutes)
Refuel Road Ranger Service Patrol vehicle
Rest and lunch periods shall be postponed or interrupted at the discretion of the RTMC if the
services of the Road Ranger Service Patrol are needed.
11.18 Authorized Leave from Road Ranger Beats
Road Rangers must get authorization to leave their beat from the RTMC. The Road Ranger
Service Patrol may leave their designated beats if one of the following occurs:
o Mechanical failure of the Road Ranger Service Patrol Vehicle. In this instance a backup
vehicle shall be put into service within thirty (30) minutes.
o Replenish supplies or refuel at the nearest facility not to exceed two (2) miles from the
beat. The vehicle leaving the beat for obtaining the fuel or supplies may do so no more
than once per shift and must return to service within thirty (30) minutes.
o In response to an order from a law enforcement officer or fire department official
o For a Road Ranger Service Patrol rest period of no longer than fifteen (15) minutes.
Such rest periods shall be outside the periods of 0700 – 0900 hours and 1500 – 1800
hours and shall be no more frequent than one such period per eight (8) hour work period
worked by the specific Road Ranger Service Patrol.
o A lunch period of no longer than thirty (30) minutes
o The Road Ranger Service Patrol may leave the beat to bypass a significant queue to
reach an incident or lane blockage. The diverted path must be quicker than traveling
along the shoulder or there is no shoulder to use.
o To change drivers
The Road Ranger Service Patrol must notify and get clearance from the RTMC when a request
is made to leave its beat.
11.19 Missing/Malfunctioning Equipment
In the event of missing and/or malfunctioning Road Ranger Service Patrol equipment, the
RTMC operations staff is required to notify the Road Ranger Service Patrol Supervisor of the
violation and document the notification in the SunGuide software and the Incoming/Outgoing
Contact MS Access database.
11.20 Road Ranger Service Patrol Shift Changes
Road Ranger Service Patrol is required to conduct a staggered shift change so that there will
not be a lapse in Road Ranger coverage. Road Ranger Service Patrol should not leave their
shifts until they receive authorization from the RTMC. When a Road Ranger Service Patrol
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receives a request for service or assistance from either the RTMC or a law enforcement officer
near the end of the Road Ranger Service Patrol’s shift, the Road Ranger Service Patrol shall
respond.
11.21 Road Ranger Issue Resolution
If a Road Ranger Service Patrol violates professional conduct or has a personal conflict with the
RTMC staff, the RTMC operator should inform the RTMC Shift Supervisor of the issue. The
RTMC Shift Supervisor will immediately contact the Road Ranger Service Patrol Supervisor and
send an e-mail notification that describes the issue to the FDOT Road Ranger Service Patrol
Project Manager, RTMC Operations Supervisor, RTMC Operations Manager, and FDOT RTMC
and Contract Manager.
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12 Report Preparation and Management
The SWIFT SunGuide Center operations staff will prepare weekly, monthly, quarterly, and
annual reports that summarize the operations results of the SWIFT SunGuide Center. This
includes, but is not limited to, information concerning detector speeds, travel times, incident
timelines, incident levels and types, customer satisfaction, Road Ranger activities, traveler
information activities, RTMC operations staff activities, RTMC and field device maintenance
activities, and other data items requested by FDOT. The final content and format of these
reports are reviewed and approved by FDOT. These reports are written in coordination with the
FDOT Statewide Performance Measurement requirements.
The annual report is a more comprehensive report. This report includes the results of the SOP,
highlights of successes, a description of systems benefits, and a listing of processes that can be
improved, changed, or removed from the operations plan. The annual report includes
coordination and compliance with the FDOT internal Tier 4 business plan process.
A list of reports and repeating activities that are prepared and supplied to FDOT is given below.
Daily Reports & Activities
o Field Equipment and Internal System Status Report @ 0200 (RTMC Shift Supervisor will
send by e-mail)
o Field Equipment and Internal System Status Report @ 0700 (RTMC Shift Supervisor will
send by e-mail)
o Operator Incident and Event Accuracy Report (daily review and data entry)
o Employees must keep their time sheets current daily for auditing purposes
Weekly Reports & Activities
o Operations report
o Archive data records
o Employee time sheet submittal (provided with each invoice)
o Operator Incident and Event Accuracy Report (RTMC Operations Supervisor)
o Generator test and error tracking
o RTMC Website and Partner Website Functionality Report
o Video wall computer reset, every Monday morning at 0200 hours
o SunGuide server restart, every Monday morning at 0200 hours
o RTMC Operations Supervisor and RTMC Operations Manager meeting
Monthly Reports & Activities
o Operations report
o Road Ranger Activity report
o Invoices and progress reports
o Update on budget, status of work, and cost summaries
o SEFRTOC incident analysis
o 511 QA/QC
o Data quality checks
o Video wall lamp reset on the first Monday morning of every month at 0200 hours
o RTMC Supervisors meeting
Quarterly Reports & Activities
o Operations report
o Schedules of project milestones
o Evaluate and provide RTMC training manuals and materials
o Staff meeting
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Bi-Annual Reports & Activities
o Update procedures and request improvements to operations
o Drug testing for all staff
o Review and revise the SOG
o Review and revise the SOP
o Review and revise the DMS SOP
Annual Reports & Activities
o Operations report
o FDOT inventory check
Every Two Years – Reports & Activities
o Criminal background check for the RTMC operations staff
12.1
SEFRTOC Incident Analysis
Every month, all participating SEFRTOC agencies agreed to provide a monthly summary of
incidents where their DMS messages were activated for incidents that occurred in another
Traffic Management Center’s coverage area. These spreadsheets are gathered, merged, and
stored as official SEFRTOC records. From this information, operational statistics for each
individual agency and the entire subcommittee are compiled.
The RTMC participates in this SEFRTOC effort because:
o Incidents in FDOT District 1 may impact traffic flowing from FDOT District 4 and FDOT
District 6.
o Incidents in FDOT District 4 and FDOT District 6 may impact traffic in FDOT District 1
The FDOT District 7 TMC is not a participating agency in SEFRTOC, because SEFRTOC is
primarily concerned with southeast Florida. The FDOT District 7 TMC, and all other Florida
TMCs, will become members of FUSION which is the statewide equivalent of the regional
SEFRTOC committee.
A sample spreadsheet for an individual TMC is given below.
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Sample graphs showing the number of incidents and DMS messages activated from all of the
participating SEFRTOC agencies in 2006 is given below.
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12.2
511 QA/QC
The information given to motorists on the 511 system and 511 website is analyzed every day
throughout the month to determine the overall incident accuracy percentage. For District 1, this
responsibility is handled by the RTMC. All lane blockage incidents, congestion events, and
construction closures with an assigned event number are tracked. Error types include:
unreported events, events entered or removed from the system 7 minutes after confirmation,
and inaccurate information (location, affected lanes, etc.).
In southeast Florida, each local TMC acquires 511 data from a random week and compares it to
the actual 511 activation information. The accuracy percentages are then presented and
discussed at the SEFRTOC meetings.
A sample 511 QA/QC spreadsheet is given below.
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12.3
Field Equipment and Internal Status Reports
RTMC equipment tests will be performed and problems will be entered into the “Field
Equipment and Internal Systems Tracking” Microsoft Access database by the RTMC operations
staff 24/7/365.
The RTMC Shift Supervisors will do system wide equipment checks at 0200 and 0700 hours
every day, however. The RTMC Shift Supervisors are responsible for completing this test and
entering the information into the “Field Equipment and Internal Systems Tracking” Microsoft
Access database.
The RTMC Shift Supervisor must perform the following activities to complete this process.
1. Resend DMS messages to all active DMS in the field to determine their status. The time
stamps should update which indicates that the DMS message was actually delivered to
the unit in the field.
2. Send a blank command to all non-active DMS in the field to determine their status.
Again, the time stamps should update which indicates that the DMS message was
actually delivered to the unit in the field.
3. Confirm the status of all problem DMS in the field, if possible.
4. Contact the appropriate field personnel for emergency type problems. For specific
procedures, please refer to the “DMS Message Malfunction” section of the RTMC
Strategic Operations Plan document.
5. Record all DMS malfunctions and dispatch information into the “Field Equipment and
Internal Systems Tracking” database.
6. When there are multiple DMS with verified stuck messages, the field technician handling
the problems should be sent to the closest DMS to their location first.
7. Check the status of every RTMC CCTV camera.
8. Contact the appropriate field personnel for emergency type problems.
9. Report all camera problems and dispatch information into the “Field Equipment and
Internal Systems Tracking” database.
10. Check the status of the VDS and cable barrier system.
11. Record all malfunctions into the “Field Equipment and Internal Systems Tracking”
database.
12. Test the SunGuide communications system by sending a test page to the RTMC
operations cellular telephone.
13. If the SunGuide communications are not functional, contact the RTMC IT Technician or
the RTMC IT Manager.
14. Report all communications problems and dispatch information into the “Field Equipment
and Internal Systems Tracking” database. Also, follow the procedures for SunGuide
communications failures given in the RTMC SOP document.
15. Check the RTMC website for functionality.
16. Check the RTMC website camera feeds. Record instances where the RTMC CCTV
cameras are functional, but they are not displaying properly on the RTMC website.
17. If the RTMC website is not functional or any other emergency level problem is detected,
contact MVP Marketing and follow the specific procedures in the RTMC SOP document.
18. Record all malfunctions and dispatch information into the “Field Equipment and Internal
Systems Tracking” database.
19. If any portion of the SunGuide software is not functional, contact the RTMC IT
Technician or the RTMC IT Manager and follow the specific procedures in the RTMC
SOP document.
20. Record all malfunctions and dispatch information into the “Field Equipment and Internal
Systems Tracking” database.
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21. Additional steps will be listed here as the SOP and SOG procedures are finalized.
Every morning after the 0700 hours test is performed, the RTMC Shift Supervisor must print out
the list of all active equipment problems in the database. This information should be e-mailed to
the FDOT RTMC and Contract Manager, RTMC Operations Manager, RTMC Operations
Supervisor, RTMC Shift Supervisors, RTMC operations staff, RTMC IT Technician, and RTMC
IT Manager.
The database must be updated as failures occur, dispatched personnel arrive at the problem
site, dispatched personnel leave the problem site, and events take place in the field. Please
refer the “Field Equipment and Internal Systems Tracking” database section of this document
for specific descriptions and procedures.
12.4
RTMC Website and Partner Website Functionality Report
Every week, one RTMC Operator is assigned to complete the “RTMC Website and Partner
Website Functionality Report”. This task involves checking the RTMC website and all other
partner agency websites that receive RTMC camera feeds to ensure that the RTMC camera
images are properly displayed. This test will be done every week on Friday morning, because
the Thursday into Friday overnight shift does not normally have a high volume of lane blocking
incidents but should be active with road work activities.
Specific activities are listed below.
o Print forms from the Blank Forms folder named “RTMC Website Verification
YYYY-MM-DD” and “camera names”. This will help to locate the right cameras on
the websites.
o Open five (5) Internet Explorer windows and open each one of these website, in
order: RTMC, vendor camera browser, 511, local newspaper, other TBD.
SunGuide must also be running to verify the RTMC camera images through the
on-line system.
o On the Top right corner of the Verification sheet is the Start/End times [XXXXXXXX] In the box on line 1 column 1 “Time Verified by RTMC” will be the same as
the Start time. In the box on line 30 column 1 will be the same as the End time.
o Starting with camera 1 in line 1 record times as shown on camera in order:
SunGuide, RTMC website, vendor camera browser, 511, local newspaper, other
TBD. If the camera comes up as Temporarily Unavailable or that camera is Not
Available at all on that website put the appropriate TA or N/A in the box for that
camera and website. Add a comment in the comment box to the left.
o Repeat these steps for each RTMC CCTV camera.
o Check the following websites for errors on linking to them from the RTMC
website: FHP, 511, FDOT, local newspaper, local media, and other traffic
management centers. On the Verification sheet label each box with YES or
NONE and the appropriate comment for that websites status.
o Save as “RTMC Website Verification YYYY-MM-DD” with the correct year month
and day in the “RTMC Website Verification” folder in the “Blank Forms” folder.
o Open the RTMC website, go to the Incident Report page, and print screen. Paste
this image into a Word Document and save as “YYYY-MM-DD RTMC.” Repeat
this for all the websites listed above. Save all of these images in the word
document and save it in the “Screenshot” folder located in the “RTMC Website
Verification” folder. Make a new folder for that test day.
o Attach and e-mail the Website Verification Form and the screenshots document to
the following recipients:
ƒ RTMC Operations Manager
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ƒ
ƒ
ƒ
RTMC Operations Supervisor
RTMC Shift Supervisors
RTMC Contract Manager
The e-mail should be in the following format:
Subject: RTMC Website Verification YYYY-MM-DD
John,
On Friday, March 31, 2007 I checked the RTMC website for error on links and I did not
find any errors.
I checked the RTMC (SunGuide and vendor supplied software), local newspapers, local
media, and 511 websites starting at 0237 and found the following errors (see
attachment).
I also checked and took a screen shot (attached) of the above websites for
discrepancies with the RTMC website.
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12.4.1 RTMC Website Verification Form – Example
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12.4.2 Website Screenshot Example
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12.5
Operations Reports
Weekly, monthly, quarterly, and yearly operations reports are created and submitted to FDOT.
These reports contain a variety of RTMC operational information and activities. Descriptions of
these reports and the activities necessary for data collection are given throughout this section.
12.5.1 Weekly Operations Report
Insert report descriptions, when developed.
12.5.2 Monthly Operations Report
Insert report descriptions, when developed.
ITMS Example:
The operations staff will prepare monthly reports on activities conducted by the ITMS. The
report will focus on several areas including the following:
1. Number of Incidents handled, by type.
2. Average incident duration, average lane blocked time by incident level, and average
incident time as defined by the “Open Roads” policy. The “Open Roads” policy is
defined as: The duration of an incident from the first arrival of FHP personnel until all
travel lanes are open.
3. Road Ranger response time by zone, average on scene time, average total call time,
and monthly activity by category count.
4. Road Ranger AVL communications status report.
5. Number of incident notifications to and from the ITMS.
6. Number of visitors to the ITMS.
7. Equipment readiness status – device status in terms of percent operational and time
duration to repair failed devices.
8. Number of DMS messages used for incidents, average message duration on all
DMS, and the average number of DMS signs used per incident.
9. Other information requested by FDOT
12.5.3 Quarterly Operations Report
Insert report descriptions, when developed.
12.5.4 Yearly Operations Report
Insert report descriptions, when developed.
12.5.5 Information Accumulation for All Operations Reports
Insert when this section is more clearly defined.
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12.5.6 Accident Investigation Sites Report
Accident Investigation Sites (AIS) are currently being constructed as part of the I-75 widening
project. These AIS are improved areas that are located on the state right-of-way near the
freeway mainline. They are specifically designed to provide a temporary relocation point off the
freeway mainline for motorists with partially disabled or wrecked vehicles, accidents, law
enforcement, fire rescue, Road Ranger motorist assists, and other public service vehicles.
Please refer to the “Accident Investigation Sites” section of the RTMC Strategic Operations Plan
document for more details.
FDOT requires documentation of the number of times each Accident Investigation Site is used
by the public or emergency personnel and the average duration of these events. The RTMC will
include the AIS usage frequency and duration in the weekly, monthly, quarterly, and yearly
operations reports. FDOT will then provide this information to the FHWA.
The RTMC operations staff must follow the procedures given in the RTMC SOP document to
allow for accurate information accumulation. To extract this information for the RTMC
operations reports, the RTMC operations staff must perform the following actions.
o Search the SunGuide software for all events with the incident type “AIS Incident”.
o Determine the AIS used from the location of the incident and the comments in the
comments section in the SunGuide software event reports.
o Derive the average incident durations of the events from the event search above. The
average incident durations should be separated into two categories: events that started
on the mainline and were moved to the AIS and events that were never on the mainline
and always resided at the AIS.
o Review the daily activity logs from each of the Road Ranger drivers. Look for incidents
that involved AIS usage but do not have a SunGuide event report. Please note that if
the RTMC operations staff is conscientious about the AIS procedure, there should not be
many discrepancies.
o Populate the data into a chart that displays the required information. A sample chart is
given below.
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12.6
Road Ranger Activity Report
Every month, a Road Ranger Service Patrol Activity report must be submitted to the FDOT
Road Ranger Project Manager. This report includes the information given below.
o Item #1
o #2
o #3
The actions necessary to provide this report are given below.
1. Copy one entire day from the Road Ranger Service Patrol Logs
2. Paste Logs into Microsoft Excel. The total here will give you THE TOTAL NUMBER OF
CALLS FOR THAT DAY. (REMEMBER; DO NOT INCLUDE THE 1ST ROW. IT IS A
HEADER AND DOES NOT NEED TO BE INCLUDED IN THE TOTAL FOR THE DAY.)
3. Make sure all cells are highlighted
4. To get RR MOTORIST ASSISTS
• Sort by PROBLEM 1 – Delete Problem # 18-27, and 29. The number of logs left
will be the total for RR Motorist Assists. DO NOT CLOSE OUT OF
SPREADSHEET UNTIL THE LAST STEP.
5. To Get ASSISTS INITIATED BY R/R
• Sort by Caller- count total number of road ranger calls and that will be the # of
Assists Initiated by R/R.
6. To get NUMBER OF ROAD RANGER SERVICE PATROL INCOMPLETE CALLS
• Sort by ROAD RANGER LEFT SCENE W/O NOTIFYING RTMC - The calls at the
BOTTOM with TRUE in their field are the # of Road Ranger incomplete calls.
7. To get a RESPONSE TIME IN MINUTES
• Sort by DISPATCH. This will give you all the calls the Road Ranger was
dispatched to.
• Select the entire column “AA”. Right click and select “Format Cells”
• Under Category select “Custom”. Then select “h:mm” and click OK.
• Scroll across after selecting the first row with data in the DISPATCH field. Click
on the cell in the 1st blank column on that row. Enter formula: =(2nd COLUMN
AND ROW NUMBER MINUS 1ST COLUMN AND SAME ROW NUMBER )
o EX: =(F57-E57)**
o This will subtract the Dispatch Time from the Arrival Time in each row.
o Hand Calculate and enter the difference between the DISPATCH
time and the ARRIVAL time in the cells that display “#VALUE!” in
the “AA” column. This may happen because the dates change in
the same log.
• To average all response times together
o Scroll to the bottom of the new column and click on the 1st empty cell
right below the column
• Enter formula into cell =AVERAGE(START ROW NUMBER COLON END ROW
NUMBER)
o EX: =AVERAGE(57:89)** This will give you the average response time
for all the calls!
***PUT ALL GATHERED INFO INTO THE ROAD RANGER SPREADSHEET***
12.7 Calculating Statistics for the Weekly Road Ranger Report (Backup)
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In a separate e-mail addressed to the RTMC Operations Manager, RTMC Operations
Supervisor, and RTMC Shift Supervisors (ONLY!), please attach the following FIRST before
the rest of the Statistics are recorded:
A. The number of incomplete logs in the RTMC office.
B. The percentage of incomplete logs in the RTMC office.
1. To get NUMBER OF CALLS INCOMPLETE
• Sort by DEPARTURE - The calls at the top with blank departures are the # of
calls incomplete.
2. To get PERCENT OF CALLS INCOMPLETE
• Divide the number of blank Departure Logs by the total number of logs. This
will give you the percentage.
***PUT ALL GATHERED INFO INTO THE OFFICE SPREADSHEET***
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12.8
Other Periodic Activities
12.8.1 Video Wall Computer Reset
The video wall computer must be manually reset every week. The reset should be performed
during the weekly SunGuide server restart every Monday morning at 0200 hours as long as
there are no active events. If there are active events, the video wall computer must be restarted
as soon as all events are closed.
To reset the video wall computer,
o Go to the computer located under the video wall monitors in the equipment room
o Flip open the panel on the top computer
o Press the red “reset” button
o Use the keyboard to enter the password when prompted.
o Contact the RTMC Shift Supervisor or the on-call supervisor for the correct password or
if you have any questions regarding this procedure.
12.8.2 SunGuide Server Restart
The SunGuide server should be restarted every Monday morning at 0200 hours as long as
there are no active events. If there are active events, the SunGuide server must be restarted as
soon as all events are closed.
Specific procedures for restarting the SunGuide server will be provided by SwRI as soon as
they are developed.
12.8.3 Video Wall Lamp Reset
The video wall lamps do not have to be shut off and should run continuously for the lifetime of
the bulbs/lamps.
The video wall or individual cube lamps will only need to be shut down or reset at the
manufacturer’s request. If this occurs, the lamps must not be reset when there are active
events in the system. If there are active events, the video wall lamp reset should occur as soon
as all events are closed.
To reset the video wall,
o Press the “Standby” button on the back of the video wall monitors.
o Wait at least 15 minutes, and then press the “Standby” button again.
o The video wall should relight.
Contact the RTMC Operations Manager or the FDOT RTMC Manager if problems are
encountered while resetting the video wall lamps.
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12.9
Field Equipment and Internal Systems Tracking – MS Access Database
A Microsoft Access data entry tool is being created to track field equipment, office equipment,
internal systems, inventory, and the RTMC website at the SWIFT SunGuide Center. This
database is currently in use at the FDOT District 4 Palm Beach ITMS and is being modified for
use at the SWIFT SunGuide Center.
The RTMC operations staff will continuously monitor the status of the items mentioned above
and report all failures into this database. Failures of any of this equipment will be dispatched to
the appropriate contact or agency according to the procedures outlined in the RTMC SOP.
Every morning, the RTMC Shift Supervisor(s) will test the system and connectivity to the field
equipment and update the database by both 0200 and 0700 hours. Please refer to the RTMC
Strategic Operations Plan document for the specifics of the above equipment and system test.
The RTMC Shift Supervisor will then print out the open items in the database and provide a
copy of this report by e-mail to the RTMC IT Technician, RTMC IT Manager, RTMC Operations
Manager, RTMC Operations Supervisor, and FDOT RTMC Manager. Hard copies may also be
distributed by request.
The database instructions for the ITMS are given below. This information will be updated for
use at the SWIFT SunGuide Center as soon as the database is modified.
Open the database from the X-drive. Click on the button “ITMS TRACKING SYSTEM.”
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The database should open to the ITMS MAINTENANCE TRACKING SYSTEM.
To enter a problem, first select the EQUIPMENT TYPE from the drop-down menu. Once this is
entered, a log number will auto-generate.
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Enter the name of the operator reporting the problem in the REPORTED BY drop-down list.
Select the level of the problem.
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Select the field engineer that the problem was reported to.
The “Dispatch Date” and “Dispatched Time” will be filled automatically with the current date and
time. Enter the date the field engineer arrived to the device to work on it.
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Enter the time the field engineer arrived to the device to work on it.
Enter the date the field engineer left the device after attempting to work on it in the Departure
Date field.
Enter the time the field engineer left the device after attempting to work on it in the Departure
Time field.
If the device was successfully repaired, enter the Date the field engineer repaired the device.
Enter the time the field engineer successfully completed the repair to the device.
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Select the Equipment Number of the device.
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Select the Malfunction that corresponds with the device. The Equipment type should match the
prefix of the Malfunction drop-down list. For example, RTMS that is not receiving any speed
data, the Equipment Type should be RTMS and the Malfunction selected should be “RTMS –
NO SPEED DATA”. This field is required for every entry. If this field is left blank, a pop up box
will remind you.
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Once a solution is provided, enter it in the Solution field. Again, the pre-fix should match the
Equipment Type.
There is a dial button labeled “Complete”. This button is only clicked by the field engineer when
he approves the completion of the log.
For a table with all the logs, click on the “View Active Trouble Call Logs“ button on the main
menu screen.
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12.10
Incoming/Outgoing Calls – MS Access Database
This database is currently under development. When completed, the description and
instructions for operator use will be given here.
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12.11
Operator Incident and Event Accuracy Report
This section establishes policies and procedures for the quality control process regarding the
data collected in the SunGuideTM software within the FDOT District 1 SWIFT SunGuide Center.
The quality control procedures below target operator performance with regards to event
management and data collection. The following Quality Control procedures are intended to:
o Monitor TMC Operator performance on important events, such as travel lane closure
events, that have the greatest impact to the public
o Quickly identify and correct RTMC Operator errors to ensure the accuracy of data for
overall performance measure reporting and improved operations
o Identify areas for additional RTMC Operator training
o Identify areas for improving the SunGuideTM software
12.11.1
Quality Control Guidelines
The Quality Control process is an essential task of the RTMC Operations. To function in the
most efficient manner, the errors which occur in day-to-day tasks need to be identified,
collected, reviewed, addressed, and ultimately corrected. The RTMC Shift Supervisors and the
RTMC Operations Supervisor are expected to monitor control room operations and provide realtime quality control regarding RTMC operations.
Even with real-time monitoring of events, there may be times when the event is managed
incorrectly or data is entered incorrectly. Therefore, a follow-up quality control process has
been established. This quality control process has five phases:
o Event Level Review
o Spot Check / Summary Review
o Error Data Input
o Correction
o Feedback
The quality control process shall adhere to the following schedule:
o The Shift Supervisors shall review the travel lane blockage events from the previous shift.
The schedule below provides guidance on event level review responsibilities:
Event Level Reports
AM Shift
PM Shift
Midnight Shift
Reviewer
PM Shift Supervisor
Midnight Shift Supervisor
AM Shift Supervisor
o The RTMC Shift Supervisors will complete their event level reviews and submit all
marked documents from the previous week (week ending Friday’s midnight shift) to the
RTMC Operations Supervisor by noon on Monday.
o The RTMC Operations Supervisor will complete the Spot Check / Summary Review,
Error Data Input and Correction Phases by Friday following the Monday submission by
the RTMC Shift Supervisors.
o Weekly reports will be completed by the RTMC Operations Supervisor and submitted to
the RTMC Operations Manager and FDOT RTMC Manager.
o The RTMC Operations Supervisor or their designee will schedule bi-weekly meetings
with the RTMC Shift Supervisors to complete the feedback phase of the quality control
process.
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An overall schedule of this process is given below.
12.11.2
Phase 1 – Event Level Review
The RTMC Shift Supervisors shall print Event Chronology Reports for each travel lane blockage
event using the following criteria on the Reports Page of the SunGuide Software:
o Range of events - Select beginning and ending date and select beginning and ending
time
o Incident Type – select “all incident types*”, which includes all incident types except for
“Road Work-Scheduled” and “Special Event” event types
o Travel Lane Blockage – select “any travel lane”.
o Click on “Event Chronology Report”. The Event Chronology Reports will open in a new
window.
o Print reports
The RTMC Shift Supervisor shall review each Event Chronology report to identify errors, which
are separated into eight categories:
o Data Entry
o Notifications – Initial
o Notifications – Follow-up
o Notifications – Incorrect
o DMS
o Incident Alerts
o Road Ranger
o Miscellaneous
The following passages provide the descriptions of the errors for the eight different categories.
Data Entry
1. Event Type: Selecting incorrect event type. For example, selecting Debris on
Roadway, when incident was actually a Disabled Vehicle.
2. County: Selecting incorrect county. For example, failing to change the county from Lee
to Collier, etc.
3. Location: Selecting wrong location. For example, selecting North when the incident is
actually South.
4. Vehicle Information: Failing to input vehicle description.
5. Lane Blockage: Selecting wrong lane blockage. For example, selecting two right lanes
instead of three right lanes blocked.
6. HAZMAT/Fire/Rollover: Failing to document whether the incident was a HAZMAT,
Fire, and/or Rollover.
7. Injury: Failing to document injuries.
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8. FHP Incident Number: Failing to input the corresponding FHP Incident Number.
9. Connecting Primary/Secondary Incidents: Incorrectly attaching a Primary Incident to
a Secondary Incident.
10. Comments: Failing to provide useful comment details.
Notifications – Initial
11. Agency Name: Failing to make initial notification or excessive time in making the initial
notification to an agency per the procedures given in this document
Notifications – Follow-up
12. Agency Name: Failing to notify agencies as the event changes or excessive time in
making the follow-up notification to an agency as per the procedures given in this
document.
Notifications-Incorrect
13. Agency Name:
document.
Notifying the wrong agency as per the procedures given in this
DMS
14. Incorrect Message: Selecting the wrong message. Examples include incorrect
location, incorrect lane blockage. Etc.
15. Incorrect Sign(s): Selecting the wrong sign(s).
16. Timeliness: Failing to post DMS for an incident within 2 minutes from the time the
incident becomes “Active”, as well as failing to update and blank the DMS.
17. Available – But Not Used: Failing to utilize all applicable DMS for an incident
Incident Alerts
18. Incorrect Level: Selecting an incorrect level. For example, the incident is a minor
event and the RTMC Operator accidentally sends the message as a Level 3.
19. Timeliness: Failing to send message for an incident within 5 minutes from the time the
incident becomes “Active”.
20. Incorrect Message: Sending out an incorrect incident alert. Examples include failing
to update the location of an incident or lane blockage when changes occur, sending an
incident alert that contains inaccurate information, etc.
21. Failure to Clear: Failing to send a cleared message within 5 minutes from when the
travel lanes are opened.
Road Ranger
22. Dispatch Time: Failing to dispatch the Road Ranger within 2 minutes of the initial
detection or request, or failing to dispatch the Road Ranger within 2 minutes of posting
DMS messages if DMS are activated.
23. Incorrect Use of Void: Selecting “Void” instead of “Cancel”.
24. Status at Event: Failing to update the Road Ranger schedule. For example, failing to
place the Road Ranger in a “break” status after breaks. (Note: this requires a review of
the Road Ranger Audit Report).
25. Wrong Truck Number: Selecting the wrong truck number and failing to cancel in a
timely manner.
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26. Activity: Selecting the wrong activity for a Road Ranger. For example, there was an
accident and not selecting MOT Assistance as an activity.
Miscellaneous
27. Active Time > 2 Minutes: Failing to document the “Active” time of an incident greater than
two minutes. For example, you confirm the incident through CCTV and do not update the
“Active” time.
28. CCTV: Failing to confirm an incident with a CCTV within range of an incident or failing to
utilize CCTVs to update status of an incident.
29. Event Closure: Failing to include proper documentation of transitioning an event from
“Unresolved” status to “Closed” status.
The RTMC Shift Supervisors shall mark-up the reports identifying any errors and take corrective
action. If the event has an unusual scenario, a brief explanation shall be added. The RTMC
Shift Supervisors shall note the owner of the event (RTMC Operator name) at the top right of
the report. If the event is managed by more than one RTMC Operator, then all RTMC
Operators involved with the report shall be noted. Each RTMC Operator will get credited for
their respective participation with the event. For example, two RTMC Operators managing one
event will yield 0.5 events for RTMC Operator A and 0.5 events RTMC Operator B). This step is
used to calculate events managed by a RTMC Operator, and is also referred to as Event
Participation.
12.11.3
Phase 2 – Spot Check and Summary Review
The RTMC Shift Supervisor shall submit the printed/marked Event Chronology reports to the
RTMC Operations Supervisor on a daily basis to review. The RTMC Operations Supervisor
shall spot check them. On a weekly basis, the RTMC Operations Supervisor shall run the
following reports to provide a summary of the overall RTMC operations and look for unusual
data:
o The Event Response report shows how quickly the RTMC responds to an event.
Summary tables are at the top of the report, with details for each event below. The
RTMC Operations Supervisor shall compare the event type to the event response time,
the event duration, the roadway clearance time to determine whether the incident was
managed in a correct and timely fashion.
o The DMS reports depict how the RTMC utilizes the DMS signs to manage the incidents.
By evaluating the number of events and messages used, the evaluator can conclude
whether the RTMC Operators are using the devices efficiently and effectively.
o The QA report provides a snapshot view of the missing agency times associated with an
agency’s response. The reason for the missing times is primarily a data entry error or not
monitoring the event with CCTV.
o The FHP Request report list event numbers and FHP case numbers entered by RTMC
Operator. It is a form to collect FHP CAD data. It provides a quick overview of missing
FHP case numbers, which then can be used to cross reference the Event Chronology
reports and verify that the Shift Supervisor noted the error on the Event Chronology
report. The FHP case number may be missing for travel lane blockage events that are
quickly handled by the Road Ranger and there was not request for FHP.
o The Void Road Rangers reports shows a list of Road Rangers which were incorrectly
voided. By analyzing the specific incidents, the evaluator can assess the details and
associate the correct activity with the Road Ranger.
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12.11.4
Phase 3 – Error Data Input
After the review is conducted, the Shift Supervisor submits the weekly list of errors to the RTMC
Operations Supervisor. At this point, the errors are entered into the RTMC Operator
Performance Microsoft Access database, a stand alone program, which provides the ability to
enter, query, and report specific RTMC trends. The RTMC Operations Supervisor or designee
will enter the error data into the database. As the error data is input, the RTMC Operations
Supervisor or designee will highlight the marks on the Event Chronology report to document and
track that the error data has been entered.
The following provides
guidelines for entering
data, editing data, and
running reports using
the RTMC Operator
Performance Database.
Upon
opening
the
RTMC
Operator
Performance database,
the main form displays
six options as shown to
the right and described
below.
Enter RTMC Operator Error Data:
The RTMC Operator Error Data Entry form provides an interface for entering and editing error
data. Please refer to the screen shot below.
For adding new errors:
1. Select the month and date in the calendar and “click” in the “Event” box to set the date
and enter the SunGuide Software Event Number.
2. Select an operator from the pull-down menu and “click” the “Add Operator” button. The
operator’s name will appear in the “Event Operators” list box. Select all operators
associated with the event, even if they don’t have any errors. If an operator is incorrectly
added, then “click” on the operator’s name in the “Event Operators” list box to highlight
the operator and then “click” on the “Remove Operator” button.
3. Select an operator from the “Event Operators” list box. Select a Shift from the “Shift” pull
down menu. Select an error category from the “Category” pull down menu. A list of
errors will appear in the “Error Types” list box. Select an error and “click” the “Add Error”
button. The “Error Category”, “Error Type”, and “Shift ID” will appear in the “Operator
Errors” list box. If an error is incorrectly added, then “click” on the error in the “Operator
Errors” list box and “click” the “Remove Error” button.
4. If a comment is associated with the error, then “click” on the error in the “Operator
Errors” list box and “click in the “Comments” box. Type text and “click” on the “Update
Comment” button.
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For editing existing events entered into the database:
o “Click” in the “Event” box and enter the SunGuide Software event number. Then “click” in
the “Event Operators” list box and the names of the operators associated with this event
will appear. “Click” on the operator’s name to have the error data appear.
o Add and remove errors as described in Step 3 above.
o Add and remove operators as described in Step 2 above.
o “Click” on an existing error from the “Event Operators” list box and the existing comment
appears. Edit the comment and “click” the “Update Comment” button to save the
changes.
General Notes for Error Data Entry:
o Each RTMC Operator assigned to an event must have a shift associated with it. For
RTMC Operators with no errors, select the “No Errors” category and “No Errors” Error
Type.
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o A “Shift ID” equal to “0” in the Shift column of the Operators Errors list box indicates no
shift has been assigned to the RTMC Operator.
o Only Operators, Error Categories, and Error Types that are set to “active” will appear on
this form.
Generate RTMC Operator Performance Report
The
Generate
RTMC
Operator Performance Report
form shall be used to define
the report criteria which
includes;
date
range,
operator, category and error.
The date range is defined by
the calendar. After the date is
selected in the calendar,
“click” in the box under the
respective calendar to set the
date for the reports. Then
select either “All” or a single
item from the Operator,
Category, and Error pull down
menus. Note that the choices
in the pull down menu include
both “active” and “not active”
items.
The operator error
data in the reports is
organized as follows:
o Event Detail Report – This report sorts all the data by SunGuide Software event number.
o Shift Detail Report – This report sorts all the data by Shift.
o Operator Detail Report – This report sorts all the data by Operator, then Category and
returns the total number of errors by error type, as well as the total errors for that
operator.
o Operator Summary Report – This report returns the total errors for each operator.
o Operator Errors to Event Ratio Report – This report returns the total number of errors for
each operator, the number of events managed, and the ratio of these totals. If the event
is managed by more than one RTMC Operator, both RTMC Operator names are
assigned a percentage to note amount of ownership (i.e., 0.5 events managed for RTMC
Operator A, 0.5 events managed for RTMC Operator B). `
o Shift Summary Report – This report returns the total number of errors for each Shift.
o Shift Errors to Event Ratio Report – This returns the total number of errors for each Shift,
the number of events managed, and the ratio of these totals. When an event spans more
than one Shift, each Shift is assigned 1.0 event. As a result, the total events reported in
this report may be higher than in the Shift Summary Report totals. Also, events without a
Shift assigned to it are not reported.
Update Lists:
The Update Operator List, Update Error Category List, Update Error List, and Update Shift List
are shown below. They all provide the ability to edit an existing item name (e.g. “Alex Lobaina”,
“Data Entry”, “Shift 1 – Weekday”) and add new items. The Update Error List form requires a
Category to be selected before entering a new “Error Type”. The items can not be deleted from
these forms. Each item to be displayed in the RTMC Operator Error Data Entry form must be
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set to “active”. The RTMC Operations Supervisor shall print weekly and monthly reports and
will review the quantity and nature of the errors with the RTMC Shift Supervisors, RTMC
Operations Manager, and FDOT RTMC Project Manager.
12.11.5
Phase 4 – Correction
Most of the data entry errors are correctable. They can be corrected by using the Audit menu
item located in SunGuide Software and by reopening events to correct the data. The following
is a list of errors that are correctable and the utility used to correct the error:
Data Entry
o Event Type: Reopening of event
o County: Reopening of event location: Audit
o Vehicle Information: Audit
o Lane Blockage: Audit
o Injury: Reopening of event
o HAZMAT/Fire/Rollover: Reopening of event
o FHP Incident Number: Reopening of event
o Connecting Primary/Secondary Incidents: Reopening of event
o CCTV: Reopening of event.
Road Ranger
o Dispatch Time: Audit
o Incorrect Use of Void: Audit
o Status at Event: Audit
o Wrong Truck Number: Audit
o Activity: Audit
Miscellaneous
o Active Time > 2 Minutes: Audit
12.11.6
Phase 5 - Feedback
After the review is conducted by the RTMC Operations Supervisor, the data errors entered in
the RTMC Operator Performance database. The RTMC Operations Supervisor shall print the
available reports through the RTMC Operator Performance Database and discuss the results
with the RTMC Shift Supervisors and the RTMC Operations Manager in preparation of the biweekly RTMC Shift Supervisor meetings. This meeting includes a review of all of the RTMC
Operator error levels and QC error trends. A QC error trend is considered to be a consistent
number of errors which occur in the same category and a specific error type across multiple
RTMC operators. At these meetings, the RTMC Operations Supervisor and the RTMC
Operations Manager shall provide guidance to the Shift Supervisors in addressing the errors
with the RTMC operators.
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After the initial feedback session is conducted with the RTMC Shift Supervisors, the RTMC
Operations Supervisor provides a list of incident reports which they would like the RTMC Shift
Supervisors to review and address with the individual RTMC operators that generated the
errors. Trends will be identified by RTMC Operations Supervisor and recommendations in the
areas of additional training or software improvements will be presented to the RTMC Operations
Manager and the RTMC IT Manager, if appropriate. These results will also be one of the factors
used to determine the “Operator of the Quarter” program winner.
The operational accuracy percentages for the SWIFT SunGuide Center and the individual
operators will be displayed in the control room.
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12.12 Staff Meetings
Staff meetings will be conducted as required, but will occur at least quarterly to keep the
operational and administrative staff informed regarding activities at the RTMC and within the
FDOT ITS program. It is expected that this meeting will be conducted on a weekday during the
middle of the day when the FDOT RTMC Project Manager, RTMC Operations Manager, RTMC
Operations Supervisor, and at least two of the RTMC Shift Supervisors are present. It will be
the responsibility of the RTMC Operations Manager to brief any RTMC Shift Supervisors that
are not present of any changes in operational procedure or procedures. The RTMC Shift
Supervisors and/or the RTMC Operations Supervisor are responsible for briefing operators on
changes. These supervisors will not conduct a formal meeting to do this, but should cover the
information during the first available downtime period following the staff meeting. Agenda items
and meeting minutes will be recorded and tracked for suggestions, changes, or action items that
need to be investigated, documented, or applied.
12.13 Generator Test and Error Tracking
The electrical generator automatically activates for approximately 15 minutes every Tuesday
morning at 1000 hours. During this weekly test, the generator provides power to the RTMC
building exactly like it would if there was a power failure.
The RTMC Shift Supervisor must immediately go to the back room and check the UPS for
abnormalities when the weekly generator test begins. The RTMC Shift Supervisor must then
record the start time, end time, and the time that the UPS was checked in the “Field Equipment
and Internal Systems” Microsoft Access data entry database. The RTMC Shift Supervisor will
also note that this task was completed on the “Daily RTMC Supervisor Checklist” that is given to
the ITMS Operations Manager.
Any abnormalities or problems should be treated as an emergency. The RTMC Shift Supervisor
must notify the RTMC Operations Director and the FDOT RTMC Manager immediately. If no
contact is made with these individuals, the RTMC Shift Supervisor must attempt to notify the
RTMC IT Manager and the FDOT RTMC and Contract Manager until contact is made.
Testing and maintenance activities will be performed by FDOT and recorded in the maintenance
software for record keeping and reporting. Maintenance will be conducted under warranty and
then included in the monthly generator maintenance contract. The fuel supply readings and the
generator hardware will also be handled by FDOT.
Training in the operation and troubleshooting of the generator may be provided by FDOT in the
future. The user and training manuals will be stored in the control room for easy access, in case
the documents are needed to support operations.
.
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13 Abengoa Corporate Directory
The Abengoa corporate directory is the official directory of all Abengoa companies, including
Telvent Farradyne. This application functions as well as a database in order to feed any
application developed in Lotus Notes, such as Cabinet, Travel Agency, Maintenance, etc. This
application will be installed on all Telvent Farradyne computers.
If you have any questions or problems, you may submit a request to the SOS Helpdesk at
http://sos.abengoa.com/.
13.1 Data contained in the Corporate Directory
The information contained in the corporate directory includes the following:
Personal details:
o Surnames
o Name
o Company
o Workplace
o Division, Department, business Unit
o e - mail
o Telephones
o Situated in Valgrande (just visible if the Workplace is Valgrande and edited)
o Situation
Available actions to be carried out by the editors:
o To pass to a Definitive State
o Modify Situation
o Request data correction
o Notify
o Edit Document
o Delete Document
o Recover Document
About the company:
o Company
o Place
o Address
o Locality
o Postcode
o Telephone
o Fax
o E-mail
o Cif
13.2 Views in the Corporate Directory
The existing views are:
o My Telephones: displays the Telephone Extensions ordered by Surnames, those
included in the file My Telephones. On screen are shown: Surnames, Name, Telephone,
Telephone Extension, Mobile Telephone, Mobile Extension, and Company.
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o Surnames: displays the Telephone Extensions ordered by Surnames. On screen are
shown: Surnames, Name, Telephone, Telephone Extension, Mobile Telephone, Mobile
Extension, and Company.
o Companies: displays the Telephone Extensions categorized by Company and
Department, ordered by Surnames. On screen are shown: Surnames, Name, Telephone
Extension, Mobile Extension, and Workplace.
o Workplace: displays the Telephone Extensions categorized by Workplace and ordered
by Surnames. On screen are shown: Workplace, Surnames, Name, Telephone,
Telephone Extension, Mobile Telephone, and Mobile Extension.
o Company’s Data: displays the Data of the Companies categorized by Company and
ordered by Workplace. On screen are shown: Workplace, Telephone, Fax, and E-mail.
o Labels: allow to print the companies’ data in a label.
In the option Administrator the existing views are:
o Surnames: displays the Telephone Extensions ordered by pending Surnames and
definitive. On screen are shown: Surnames, LN Name, Gesper Name, State, Telephone,
Telephone Extension, Mobile Extension, and Company.
o Pending Enrolments: shows the Telephone Extensions ordered by Surnames pending
to pass to a definitive state. On screen are shown: Surnames, Name, Telephone
Extension, Mobile Extension, and Company Extension.
o Cabinet’s Composition: displays the telephone extensions of Cabinet categorized by
Cabinet and ordered by Surnames. On screen are shown: Surnames, Names, Situation,
Telephone Extension, Mobile Extension, Department, and Workplace.
o Cabinets by Surnames: displays the Telephone Extensions which belong to Cabinet
ordered by Surnames. On screen are shown: Surnames, Name, Situation, Telephone,
Telephone Extension, and Mobile Telephone Extension.
o Documents to delete: displays the documents marked to be deleted and ordered by
type of form.
13.3 Actions
Action
Description
By means of this action the Telephone Extension is notified.
Enrolment for + Name
It has been enrolled a new extension in the corporate Directory.
Link to the Extension in the Corporate Directory->
Link to + Name + in the Address Book ->
Link to the Functional Planning Unit found in the FPU ->
It will send a mail to the Application Administrator (Configuration
Document), Abengoa Address Book Administrator (Configuration
Document), and Company Editors (internal table) authorized to
modify the FPU corresponding to the EOF.
Pass to definitive a pending telephone extension, visible in the
Administrator Menu Option \ Pending Enrolments
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Action
Description
Modify the situation (in office, travelling, holidays, etc.) indicating the
way of contact and the date of departure/ return, in case that the
person is Travelling or on Holidays.
It generates a mail to the Administrator Application (Configuration
Document), Abengoa Address Book Administrator (Configuration
Document), and Company Editors (internal table) authorized to
modify the corresponding FPO in the EOF indicating what type of
correction is requested.
Includes the selected Telephone Extensions in My Telephones file.
Deletes the selected Telephone extensions in My Telephones file.
It prints the labels using the company data (Company Name,
address, postcode and town). This option is available in the view
Labels.
When pressing the button, prints the labels of the companies filtered
by Company Code (From Company – Till Company), Locality and
Workplace.
It modifies the Planning Unit of the selected extensions.
Modifies the workplace of the selected extensions.
Updates the extension and the Cabinet telephones of the selected
extensions.
Creates a new telephone extension.
13.4 How to access Listin Corporativo
To access the database, use the "Listin Corporativo" shortcut on your Lotus Notes Workspace.
If you do not have a shortcut on your Workspace:
1. In Lotus Notes click on "File -> Database -> Open..."
2. In the Server field, select either:
"Rockville/Telvent/Abengoa" if you work in Rockville office, or
"Calgary/Telvent/Abengoa" if you work outside the Rockville office
3. In the Database field, scroll down and highlight "Listin Corporativo"
4. Click the "Open" button
Telvent Farradyne
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Revised: 6/2/08
13.5 Locating Information
There are a number of different views available in the database to make it easy to find the
information you are looking for:
To search for your name, open the "Surname" view and type the first few letters of your last
name. Once you find your name, double-click on it to open your record.
If your contact information is not correct, click on the "Request Correction of Data" button. An
email box will appear, and you can enter a message to request changes to your information in
Listin Corporativo. The email will be sent to the group responsible for updating the data
(ContTelefonos). It is an international database, so please remember to include the country
code (+1) in your phone number, e.g. +1 403 253-8848.
Everyone is responsible for updating their own information, so please be sure to update the
database whenever your contact information changes.
Telvent Farradyne
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Revised: 6/2/08
13.6 Out of Office
Listin Corporativo also has the ability to track your situation (e.g. in office, traveling, vacation,
etc). You can update your situation in LC so that your co-workers can see if are out of the
office. To do this, simply click on the "Modify Situation" button and then enter the appropriate
information.
Telvent Farradyne
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Revised: 6/2/08
14 Emergency Contact Information
14.1 FDOT District 1 Staff – RTMC Operations
Routine and emergency contact information for FDOT District 1 SunGuide Southwest RTMC staff and project employees:
Title
Name
Home Phone
Cell Phone
Work
Other Contact
FDOT D1 Operations
Katherine Duvall
863-519-2726
800-292-3368
Contract Manager
FDOT D1 RTMC
Carlos Bonilla
863-797-6613
239-461-4338
Manager
FDOT D1
Chris Birosak
863-519-2507
ITS Program Manager
FDOT D1 ITS Senior
Mark Roberts
863-519-2591
Project Manager
RTMC Contract
Aaron Parets
954-292-0681
954-714-9227
Manager
RTMC Operations
Kevin Toth
561-662-8799
561-682-3353
Advisor
ID: 159*507527*1
RTMC Operations
John Scarpellino
561-433-3425 954-214-9629
Manager
ID: 158*24*35231
RTMC Operations
Supervisor
Shift Supervisor #1
(AM)
Shift Supervisor #2
(PM)
Shift Supervisor #3
(Midnight)
Shift Supervisor #4
(PM/Midnight)
Shift Supervisor #5
(Part-Time)
Full Time Operator #1
Full Time Operator #2
Full Time Operator #3
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Revised: 6/2/08
Title
Full Time Operator #4
Full Time Operator #5
Part Time Operator #1
Part Time Operator #2
Part Time Temporary
Operator #1
Part Time Temporary
Operator #2
RTMC Administrative
Assistant
RTMC Office Manager
Telvent –
Administrative
Assistant
Telvent –
Assistant
Administrative
Assistant
RTMC – Telvent
Systems Engineer
RTMC IT Manager
RTMC IT Technician
FDOT D1 –
PIO
Collier, Lee, &
Charlotte Counties
FDOT D1 –
PIO
Sarasota & Manatee
Counties
FDOT D1 Construction
PIO
Last Update: 6/17/2008
Telvent Farradyne
Name
Home Phone
Sylvia Myint
305-331-4144
Mark Bryan
N/A
N/A
954-714-8081
David Alladin
N/A
240-506-0760
301-816-1841
Jesus Martinez
Hector Iruegas
Debbie Tower
&
JoAnn May
Cindy ClemmonsAdente
&
Lauren Hatchell
David Parks
Global 5
Cell Phone
Work
Other Contact
954-714-2381
210-684-5111
Off Hours &
Holidays
863-608-3162
941-461-4300
SC 741-4300
Fax #: 941-461-4300
SC 748-2353
Off Hours &
Holidays:
Cindy ClemmonsAdente
863-640-1368
239-273-4969
863-519-2362
SC 557-2362
Fax #: 863-534-7265
SC549-7265
Page 152
Toll Free:
800-292-3368
239-313-4090 Main
239-313-4311
Fax #: 239-313-4099
Revised: 6/2/08
14.2 FDOT District 1 Staff - Field and Internal Equipment Maintenance
The routine and emergency contact information for field equipment maintenance and internal systems maintenance staff is given
below. FDOT provides the RTMC equipment, furnishings, video monitors, workstations, consoles, chairs, tables, office supplies, and
utilities (air conditioning, lighting, electrical power, etc.).
Agency
SwRI –
Field Technicians
MVP Marketing
M. Victoria Pennington
Global 5 Communications
Number
904-519-9478
Preferred Method
Telephone
Telephone
Transcore
David Lewis
Cell: 813-299-3268
Telephone
Precision Contracting Services, Inc.
Michael Cogswell
Cell: 910-237-0496
Telephone
Barco Visual Solutions
Nextel – Cell Phone Repair
D&E Communications
Nextel – Cell Phone Service
Certified Communications –
Internal Telephone System
Embarq
Alarm Company (ADT)
ADT Cards
770-218-3200
800-ADT-ASAP
800-238-2455
Telephone
Telephone
Building Electrician –
FDOT Facilities Management
Generator Electricians
Generator Warranty Electricians
Florida Power & Light
Telvent Farradyne
Remarks
Website Maintenance
Fax: 904-538-0253
Marketing and Public Outreach
ITS Field Device Maintenance
Fax: 813-249-9084
Main: 813-249-9057, x112
Fiber Optic Cable Support
Fax: 910-323-0323
Main: 910-323-0331
Kennesaw, GA 30144
Cust #: 0130…
Tech Assistance:
Tier II Aurora CO
Meter#: 6LL5921
Suite 100
Page 153
Revised: 6/2/08
HVAC Service #1
HVAC Service #2
Janitorial Service
Plumber
Copy Machine Sales Rep
Lauren Ruda
Maizner & Franklin
Maptuit
RTMC Exterminator
FHP Radio Repair
Last Update: 6/17/2008
FDOT
Smith AC
The Dan Whitaker Companies
FDOT
Lanier Worldwide, Inc.
Interior/Exterior Decorator
E-Services, Regional Website w/Map
FDOT
14.3 Road Ranger Staff
Routine and emergency contact information for local, regional, and statewide Road Ranger contractors.
(For additional information on the roles and functions of these agencies, please refer to the “Road Ranger Roles and
Responsibilities” section of this document.)
Agency
Don Olsen – FDOT District 1
Road Ranger Project Manager
Road Rangers – Main Office
FDOT District 1
Contractor Name
Number
863-519-2274
Preferred Method
Telephone
Road Rangers – Main Office
FDOT District 4
Sunshine Towing
Road Rangers – Main Office
FDOT District 6
Sunshine Towing
Road Ranger –
AM Supervisor
Road Ranger –
PM Supervisor
Road Ranger –
954-797-0407
Primary: Motorola
Radio
Backup:
Nextel Two-Way
Telephone
Palm Beach and Broward County
305-665-6006
Telephone
Dade County
Telvent Farradyne
Page 154
Remarks
Collier, Lee, Charlotte, Sarasota, and
Manatee Counties
Revised: 6/2/08
Midnight Supervisor
Road Ranger – D1 RTMC
Truck #1
Road Ranger – D1 RTMC
Truck #2
Road Ranger – D1 RTMC
Truck #3
Road Ranger – D1 RTMC
Truck #4
Road Ranger – D1 RTMC
Truck #5
Road Ranger – D1 RTMC
Truck #6
Road Ranger – D1 RTMC
Truck #7
Road Ranger – D1 RTMC
Truck #11
Road Ranger – D1 RTMC
Truck #12
Road Ranger – D1 RTMC
Truck #13
Road Ranger – D1 RTMC
Truck #14
Road Ranger – D1 RTMC
Truck #15
Last Update: 9/14/2007
Telvent Farradyne
Cell #
Motorola Radio
Motorola Radio
Motorola Radio
Motorola Radio
Motorola Radio
Motorola Radio
Motorola Radio
Motorola Radio
Motorola Radio
Motorola Radio
Motorola Radio
Motorola Radio
Page 155
Backup Method:
Nextel Two-Way
Backup Method:
Nextel Two-Way
Backup Method:
Nextel Two-Way
Backup Method: Nextel Two-Way
Backup Method:
Nextel Two-Way
Backup Method:
Nextel Two-Way
Backup Method:
Nextel Two-Way
Backup Method:
Nextel Two-Way
Backup Method:
Nextel Two-Way
Backup Method:
Nextel Two-Way
Backup Method:
Nextel Two-Way
Backup Method:
Nextel Two-Way
Revised: 6/2/08
14.4 Incident Responders and Partner Agencies – District 1
Routine and emergency contact information for local, regional, and statewide partner agencies and incident response agencies.
Agency
Animal Care & Control Division…
Number
Preferred Method
Remarks
Traffic Engineering…
FDOT D1 Maintenance –
Collier County
M-F 7:00 a.m. – 5:30 p.m.
FDOT D1 Maintenance –
Collier County
After Hours
FHP – Emergency
FHP – Troop K
FHP – Lt. Billy Rippy
FHP Communications –
Capt. Terry Davis
FHP Radio Repair
MCCO – Main
MCCO – Capt. Troy Thompson
MCCO – Lt. R.G. “Chick” Richards
Fire Rescue – Non Emergency
Metro Networks
911
Telephone
239-278-7391
239-938-1815
Telephone
Telephone
239-938-1120
See Listings
Telephone
Telephone
See Listings
Collier County EOC
Collier County Traffic Engineering
Southwest Florida International
Airport
Last Update: 9/14/2007
Telvent Farradyne
Telephone
Page 156
Revised: 6/2/08
14.5 Incident Responders and Partner Agencies – Other Districts
Routine and emergency contact information for local, regional, and statewide partner agencies and incident response agencies.
Agency
Number
Preferred Method
Remarks
FDOT District 2 SunGuide RTMC
2198 Edison Avenue
Jacksonville, FL 32204
904-301-3700, x122
Telephone
Main: 904-360-5465
FDOT District 3 SunGuide RTMC
TBD
TBD
RTMC currently being built.
Gabriel Manendez, PE, COT
Work: 850-891-8509
FDOT District 4 –
Smart SunGuide TMC
FDOT District 4 –
Palm Beach ITMS TMC
FDOT District 5 SunGuide RTMC
133 South Semoran Boulevard
Orlando, FL 32807
158*940*71
954-847-2775
561-682-3366
Direct Connect
Telephone
Main: 561-682-3350
407-736-1900
Telephone
Nextel ID:
158*42*1640
Fax: 407-736-1918
E-mail: [email protected]
FDOT District 6 SunGuide RTMC
1000 NW 11th Ave
Miami, FL 33172
Miami-Dade Expressway Authority
1000 NW 11th Ave
Miami, FL 33172
FDOT District 7 SunGuide RTMC
11201 North McKinley Drive
Tampa, FL 33612
Florida’s Turnpike TMC –
Pompano
Florida’s Turnpike TMC –
Turkey Lake
Telvent Farradyne
305-470-5830
Telephone
(Same as the FDOT Telephone
D6 SunGuide RTMC)
813-615-8660
Telephone
954-914-3442
954-914-9308
407-264-3363 – Ops 1
407-264-3364 – Ops 2
Telephone
Telephone
Page 157
Eddie Grant, RTMC Manager
Work: 407-736-1906
Nextel ID:
880*30849
Main: 305-470-5757
Fax: 305-470-6969
Collocated with the FDOT
SunGuide RTMC.
District
6
Main: 813-615-8600
Fax: 813-975-6278
407-264-3367 – Ops 3
407-264-3395 – Sup.
Revised: 6/2/08
Southeast Region 511
Statewide 511
158*880*11
Direct Connect
FDOT District 7 –
Public Information Office
FDOT District 4 –
Public Information Officer
FDOT District 4 –
Construction Public Information
Officer
Palm Beach Construction –
Public Information Officer
813-975-6060
Telephone
954-249-4521
Cell
Fax: 813-975-6738
Toll Free: 800-226-7220
Barbara Kelleher
561-802-9912
Telephone
Christie Klammer
561-805-7550, x1130
Telephone
Meredith Rapp
Cell: 561-662-2940
Fax: 561-805-7547
FHP Troop L –
Lantana
FHP Troop K –
Florida’s Turnpike
FHP Troop C –
Florida’s Turnpike
FHP Troop E –
Florida’s Turnpike
FDOT District 4 and Okeechobee County
FDOT District 7
FDOT District 6
Fire Rescue – Non Emergency
See Listings
See Listings
Animal Care & Control Division –
Palm Beach Co.
Boca Raton Traffic Engineering
561-233-1200
Telephone
561-416-3855
Telephone
Palm Beach County Traffic
Engineering
561-310-6274
Telephone
FDOT District 4 West Palm Beach
561-432-4966
Telephone
Telvent Farradyne
Page 158
561-239-1309
After Hours
M. Atkins: x1126
Revised: 6/2/08
Maintenance – 7:00 a.m. – 5:30
p.m.
FDOT District 4 West Palm Beach
Maintenance – After Hours
Palm Beach EOC
Palm Beach International Airport
561-712-6400
561-712-6428
Telephone
561-712-6400
561-712-6428
561-471-7467
Telephone
Telephone
L. Bauer: x1205
Paul B.: X1125
EOC is point of contact
Lisa DeLaRionda
561-308-4022
Last Update: 6/2/2008
Telvent Farradyne
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Revised: 6/2/08
15 FHP and FDOT – Joint Project Agreement
The Joint Project Agreement (JPA) is an agreement between FHP and FDOT that addresses
the contract requirements concerning the collocation of the two agencies at the SWIFT
SunGuide Center.
One part of the Joint Project Agreement requires specific information to be included in the
SWIFT SunGuide SOG document. This information is as follows.
1. FHP and FDOT shall draft a joint Standard Operating Guidelines for the RTMC prior to
FHP occupying the Facility.
2. The final version of the Standard Operating Guidelines shall be completed prior to
FHP’S occupation of the Facility.
3. The Standard Operating Guidelines may be modified upon written consent of both
parties.
4. FHP and FDOT shall conduct themselves in accordance with the SOG at all times.
5. The Facility shall be occupied by FDOT and FHP staff thus requiring a clear
understanding of the operating guidelines of each party. The SOG for the Facility shall
be established to include the following elements:
a. Specify the personnel from each agency that may be given access to the Facility
b. Identify roles of personnel working within the RTMC.
c. Specifies which agency has exclusive or primary responsibility for certain actions
necessary for transportation and emergency operations and management, and
relevant supporting roles.
d. Establish detailed guidelines for personnel to manage and/or respond to
incidents and events as they occur.
e. Establish detailed guidelines for a disaster recovery plan.
f.
Clearly delineate the roles, responsibilities, and access of other parties sharing in
the operation of the Facility.
Items 1-4, 5a, 5b, and 5f in the table above are all addressed with the creation and within the
content of this document.
Item 5c is addressed throughout the SWIFT SunGuide Center SOP document. Some sections
that contain relevant information include: Section 12 – Road Ranger Procedures, Sections 14 to
20 that discuss Incident Management, Sections 21 to 26 that discuss various event and
equipment procedures, Sections 28 to 31 that describe the Disaster Recovery Plan and
Hurricane/Severe Weather procedures, etc.
Item 5d is addressed throughout Sections 14 to 20 in the SWIFT SunGuide Center SOP
document.
Item 5e is addressed throughout Sections 28 to 31 in the SWIFT SunGuide Center SOP
document.
Please note that FHP will follow the Disaster Response Plans that are given in their internal
documents. The procedures referenced in this document that are contained in the SWIFT
SunGuide Center SOP were developed in cooperation with FHP and will be followed by the
SWIFT SunGuide staff.
Telvent Farradyne
Page 160
Revised: 6/2/08
15.1 Fiber Optic Cable Connection – I-75 and Bayshore
As part of the JPA, FDOT will provide FHP with a fiber optic connection to the SR 78 (Bayshore)
tower for their communications. The following responsibilities apply.
o
o
o
FHP, at its own expense, shall maintain its communications equipment on the
Bayshore tower.
FHP, at its own expense, shall maintain the fiber connection up to a demarcation
point adjacent to the tower.
FDOT, at its own expense, shall maintain the fiber connection from the RTMC, along
the I-75 corridor, to the FHP fiber demarcation point.
(Insert a copy of the plans sheet that shows the demarcation points here.)
(Insert verbiage that explains the connections in the plans sheet above.)
Telvent Farradyne
Page 161
Revised: 6/2/08
16 List of Acronyms
API
Application Programmer Interface
ATIS
Advanced Traveler Information System
AVL
Automatic Vehicle Locating
CEI
Construction Engineering and Inspection
CAT
Collier Area Transit
CCTV
Closed Circuit Television
CMS
Changeable Message Sign
CSU
Channel Service Unit
D1
FDOT District 1
(Collier, Lee, Charlotte, Sarasota, and Manatee Counties)
D2
FDOT District 2
(Alachua, Baker, Bradford, Clay, Columbia, Dixie, Duval, Gilchrist,
Hamilton, Lafayette, Levy, Madison, Nassau, Putnam, St. Johns,
Suwannee, Taylor, and Union Counties)
D3
FDOT District 3
(Bay, Calhoun, Escambia, Franklin, Gadsden, Gulf, Holmes, Jackson,
Jefferson, Leon, Liberty, Okaloosa, Santa Rosa, Wakulla, Walton, and
Washington Counties)
D4
FDOT District 4
(Broward, Palm Beach, Martin, St. Lucie, Indian River Counties)
D5
FDOT District 5
(Brevard, Flagler, Lake, Marion, Orange, Osceola, Seminole, Sumter, and
Volusia Counties)
D6
FDOT District 6
(Miami-Dade and Monroe Counties)
D7
FDOT District 7
(Citrus, Hernando, Hillsborough, Pasco, and Pinellas Counties)
DEP
Department of Environmental Protection
DHS
Department of Homeland Security
DMS
Dynamic Message Signs
DSU
Digital Service Unit
EAP
Employee Assistance Program
EMS
Emergency Medical Service
EOC
Emergency Operations Center
FCC
Federal Communications Commission
FDLE
Florida Department of Law Enforcement
FDOT
Florida Department of Transportation
FHP
Florida Highway Patrol
FMLA
Family Medical Leave Act
FPL
Florida Power and Light
FUSION
Florida’s Uniform Statewide Integrated Operations Network
FWC
Fish and Wildlife Commission
GUI
Graphical User Interface
HAR
Highway Advisory Radio
HazMat
Hazardous Materials
HIPPA
Health Insurance Portability and Accountability Act
HVAC
Heating, Ventilation, and Air Conditioning
IT
Information Technology
ITMS
Interim Traffic Management System
Telvent Farradyne
Page 162
Revised: 6/2/08
ITS
IVR
IXC
JPA
JTF
Kbps
LAN
LeeTran
LWRCC
Mbps
MCAT
MCCO
MDX
MIST®
MOT
MPO
MS
MTBF
PBSO
PGD
PIN
PIO
PSAP
PTZ
RFP
RTMC
RWIS
SCAT
SDK
SEFRTOC
SEMP
SIRV
SLERS
SOG
SRD
SRQ
SunGuide
TIM
TMC
UPS
WAN
WMD
Telvent Farradyne
Intelligent Transportation Systems
Interactive Voice Response
Inter-Exchange Characters
Joint Project Agreement
Joint Task Force
Kilobits per second
Local Area Network
Lee County Transit
Lake Worth Regional Communications Center (FHP – Troop L)
Megabits per second
Manatee County Area Transit
Office of Motor Carrier Compliance
Miami-Dade Expressway Authority
Management Information System for Transportation
Maintenance of Traffic
Metropolitan Planning Organization
Microsoft (i.e. MS Access)
Mean Time Between Failures
Palm Beach Sheriff’s Office
Charlotte County Airport
Personal Identification Number
Public Information Officer
Public Safety Answering Point
Pan / Tilt / Zoom
Request for Proposal
Regional Transportation Management Center
Roadway Weather Information System
Sarasota County Area Transit
Software Development Kit
South East Florida’s Regional TMC Operations Committee
Systems Engineering Management Plan
Severe Incident Response Vehicle
Statewide Law Enforcement Radio System
Standard Operating Guidelines
Strategic Resource Development Department
Sarasota/Bradenton International Airport
Florida’s ITS Program
Traffic Incident Management Team
Transportation Management Center
Uninterruptible Power Supply
Wide Area Network
Weapon(s) of Mass Destruction
Page 163
Revised: 6/2/08
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