Traffic Management Center

TMC Standard Operating Guidelines

(SOG)

July 2014

TMC Standard Operating

Guidelines (SOGs) Manual

Prepared for

South Carolina Department of

Transportation

Prepared by

June 2014

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Revision History

Date Modifications Author

October 25, 2013 First Draft Delcan: Rita Brohman, in cooperation with SCDOT TMC Operations Committee.

April 4, 2014 Modifications throughout

SCDOT: Carol Schaffer, Dan Campbell, Mike Bowman, Delcan/Parsons Team: Rita Brohman, Brian Purvis

April 27, 2014

Add diagram to page 8, made minor changes throughout, added a section on Highway Lane Designation and updated Appendix A.

SCDOT: Carol Schaffer, Dan Campbell, Mike Bowman

May 28, 2014 Minor revisions SCDOT: SCDOT Operations Committee and Delcan/Parsons Team.

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Table of Contents

I. TMC STANDARD OPERATING GUIDELINES (SOG)

TMC PURPOSE

TMC MISSION STATEMENT

II. ORGANIZATIONAL STRUCTURE SCDOT STATEWIDE TRAFFIC MANAGEMENT

Media Relations

TMC STANDARD OPERATING GUIDELINES MANUAL

Supporting Operations Manuals TMC Resource Guide SHEP Responder Standard Operating Guidelines Manual SCDOT Human Resources Rules and Regulations Manual

III. TMC OPERATIONAL DUTIES AND RESPONSIBILITIES

TMC OPERATOR DUTIES AND RESPONSIBILITIES

Operator Skillset Requirements Workspace Management TMC Work Guidelines Standard Hours of Operation Inclement Weather Hours TMC Operator Training

IV. INCIDENT DETECTION AND RESPONSE FOR TMC OPERATIONS

THE TRAFFIC INCIDENT MANAGEMENT (TIM) PROCESS

Incident Detection Incident Verification Incident Response Incident Clearance Recovery Goals of Safe Quick Clearance TIM Principles: Incident Management Timeline “Who’s In Charge?”

Hierarchy of Command on Scene Unified Command Structure Incident Management Levels Level of Severity for Traffic Incidents * Roles of TMC Operator and SHEP Responder

INCIDENT MONITORING/DETECTION GUIDELINES

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Roadway Monitoring Guidelines Summary of TMC Operator Monitoring/Detection Actions

INCIDENT VERIFICATION PROCEDURES

Incident Verification Guidelines Summary of TMC Operator Incident Verification Actions Initial Incident Response Guidelines Highway Lane Designation and Terminology Summary of TMC Operator Initial Response Actions Blocking Camera Feeds from the Media, Public or Outside SCDOT Agencies Clearance and Recovery Procedures Summary of TMC Operator Recovery Actions Incident Recording/Documentation Procedures

V. TRAINING AND EQUIPMENT USE

TMC OPERATOR TRAINING REQUIREMENTS

TMC COMMUNICATIONS TRAINING

Plain Language Phonetic Alphabet 10 Codes

USE OF TMC OFFICE EQUIPMENT

USE OF INCIDENT MANAGEMENT EQUIPMENT

Monitoring and Managing ITS Equipment

VI. APPENDIX

APPX A: SCDOT‐Traffic Management Centers/SHEP Operations APPX B: Statewide TMC Operator Training Schedule APPX C: SECTION 56‐5‐1538. Emergency Scene Management APPX D: SECTION 56‐5‐1210: Duties of Drivers Involved In an Accident APPX E: Southern Traffic Incident eXchange (STIX) Program APPX F: List of Acronyms

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I. TMC STANDARD OPERATING GUIDELINES (SOG)

TMC Purpose

The South Carolina Department of Transportation (SCDOT) is committed to providing safe and efficient traffic flow on its highway system. With this goal in mind, SCDOT has developed a statewide Traffic Management Center (TMC) to coordinate interstate/roadway, statewide traffic management and regional TMCs located in urban areas throughout the state to monitor traffic operations. The Statewide Highway Emergency Patrol Program (SHEP) is co‐ located within the TMCs.

The TMCs provide personnel to observe traffic flow on major interstate/roadway facilities through the use of video cameras and traffic speed data while coordinating incident response activities. During a statewide emergency or evacuation, CCTV cameras from these TMCs provide real time opportunities for managing traffic, responding to emergencies, communicating through 511, Dynamic Message Signs (DMS), Variable Message Signs (VMS) and Highway Advisory Radios (HAR) to the traveling public. Additionally, the TMCs serve as the eyes and ears for the SHEP program, and the TMCs serve as dispatch for SHEP in some regions.

TMC Mission Statement

To monitor the critical interstate/roadway infrastructure, while mitigating the effects of congestion associated with vehicular collisions, and other traffic related incidents. To assist with the implementation of congestion management plans to improve the overall air quality associated with vehicle emissions. To provide real time travel information to the motoring public via ITS and 511, as well as partnering with the local television media.

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I. ORGANIZATIONAL STRUCTURE SCDOT STATEWIDE TRAFFIC

MANAGEMENT

Traffic management on the interstate/roadway systems in Columbia, Greenville/

Spartanburg, Rock Hill, Florence/Myrtle Beach and Charleston is operated by the TMC in these areas. Figure 1 provides a map of TMC and SHEP operations throughout the state of

South Carolina.

Figure 1: Statewide TMC/SHEP Operations

The State Transportation Management Center (STMC) is located in Columbia and, is the one center in the state that has an expanded role. In this case, the location of the STMC provides a unique opportunity for statewide coordination of incident management efforts, in addition to normal TMC operations. Therefore, the STMC has two functions:

1) To manage incidents in the greater Columbia area according to the guidelines defined for all TMC operations throughout the State and,

2) To serve as the Statewide Transportation Management Center (STMC).

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Since the STMC provides 24 hour service, seven days a week (24/7), the staff will have the capability to monitor ITS from the other regional TMC’s and will assist in managing complex incidents, as well as signage for use during emergencies (e.g. evacuation for hurricanes, floods, etc..), if desired by the Statewide ITS Coordinator or designated TMC Supervisors. In addition, the STMC will be the coordinator for statewide incidents or major interstate closures affecting large segments of interstate/roadways and extending across district boundaries.

Thus, the STMC will provide services above and beyond those offered by regional TMCs as a means of fostering statewide coordination, cooperation and communication extending to include interstate cooperation. These additional services include, but are not limited to:

1) Provide oversight and training to regional TMCs,

2) Provide coordination between regional TMCs,

3) Facilitate interagency coordination and, interstate cooperation between adjacent states. This includes coordination of major incidents and weather related events.

4) Monitor/review events from regional TMCs.

The STMC will serve as the contact location for incident information flow to and from other states, with primary contacts for incident coordination with adjacent states being made by the STMC through the Southern Traffic Incident eXchange (STIX) Program. The exception to this is the Rock Hill TMC. Due to Rock Hill’s proximity to the Charlotte, North Carolina metropolitan area, coordination with the Charlotte incident management program will be performed directly by the Rock Hill TMC.

Media Relations

All inquiries from the Media will be handled per current SCDOT policy.

TMC Standard Operating Guidelines Manual

The TMC Standard Operating Guidelines Manual provides procedure guidelines for TMC operations, including monitoring radio communications, ITS, Highway Patrol Computer Aided

Dispatch (CAD) and traffic speed data, as well as for providing coordination between the SHEP

Responder, Highway Patrol, dispatch, local law enforcement, local traffic operations and other SCDOT offices. Normally, TMC operators coordinate with dispatch outside of SCDOT, except when dispatch is busy or unavailable. This manual, detailed in the sections that follow, defines the duties and responsibilities of TMC operators.

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Supporting Operations Manuals

The TMC Standard Operating Guidelines (SOGs) Manual provides guidance to TMC operators for specific duties and responsibilities. This manual is supplemented by other manuals which provide area‐specific TMC resources, address SHEP Responder Standard

Operating Guidelines, and describe SCDOT personnel issues.

TMC Resource Guide

This manual is supplemented by the TMC Resource Guide, which is specific to the various

Regional TMC monitoring areas. Thus, the standard guidelines are developed through the operations manuals, with specific monitoring area information and contacts provided in the TMC Resource Guide. This quick reference guide will be used by TMC operators to assist in daily incident monitoring and response duties. The following information is included in the manual:

SHEP coverage area maps / patrol characteristics

Summary of incident levels

Summary of incident response and management guidelines

Telephone numbers for SCDOT and local agencies

Summary of 10‐codes

List of standard DMS and VMS messages

HAZMAT quick reference

Amber Alert Guidelines (for State TMC)

SHEP Responder Standard Operating Guidelines Manual

The SHEP Responder Standard Operating Guidelines (SOG) Manual provides operational guidelines for certain traffic management procedures followed by SHEP Responders at the scene of interstate/roadway incidents, breakdowns, debris and hazardous materials incidents. These guidelines are to be used at both minor and major incidents. The manual is intended to provide information for new SHEP responders and as a source document for all current SHEP responders. This manual also serves as a reference on interagency guidelines and procedures, so that good coordination and communication can be maintained during and after interstate/roadway incident situations and other emergencies.

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SCDOT Human Resources Rules and Regulations Manual

The SCDOT Human Resources Rules and Regulations Manual provides information on standard SCDOT employment conditions and procedures. This manual should be referred to for information regarding all work guidelines.

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II. TMC OPERATIONAL DUTIES AND RESPONSIBILITIES

TMC Operator Duties and Responsibilities

The Statewide and regional TMCs are staffed by TMC operators, who coordinate closely with the State Highway Emergency Program (SHEP) incident responders. The primary function of the SHEP Responders is to perform incident management and motorist assistance on the interstate/roadway, in coordination with the Highway Patrol (HP), local law enforcement and other response agencies. TMC operators assist with that function by facilitating communication between the SHEP responder and dispatch. In addition, TMC operators monitor radio communications, ITS, CAD, 511 and traffic speed data for incidents and are responsible for coordinating incident response with, HP, dispatch, other SCDOT offices and the Statewide Traffic Management Center (STMC).

The role of the TMC is to support the overall SHEP program and other SCDOT incident management efforts. TMC operators support incident detection and response programs in the five SHEP response areas within South Carolina. Figure 1 in Section I shows a map of the five areas of the state covered by SHEP.

The TMC operator’s primary role in incident detection and response operations are to:

1. Detect and verify the location of incidents which may impede traffic flow on the interstate/roadways within the district coverage areas and statewide for STMC.

2. Provide appropriately coordinated responses to help reduce traffic delays at incident scenes, and

3. Restore traffic to normal conditions as efficiently and timely as possible.

Carefully monitoring ITS, radio communications, CAD, traffic speed data, and SHEP patrols on the interstate/roadway systems will facilitate in achieving these goals. Coordination of field operations with the various units of the SCDOT (maintenance, construction, etc.), Highway

Patrol and local agency departments of transportation/public works departments is the responsibility of each regional TMC, with the TMC operators as the primary coordinator.

TMC operators are the communications link between SHEP responders in the field, dispatch, the Highway Patrol, other SCDOT offices, local law enforcement and other local responders.

The duties listed below are the general Guidelines of TMC operators. This list is not intended to be all‐inclusive, but rather, representative of the primary duties.

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1. Conduct SCDOT traffic management operations on a real‐time basis. This includes the monitoring of Closed Circuit Television (CCTV) cameras, radio communications, as well as applications such as traffic speed data and CAD. This process also encompasses the detection and verification stages of the Incident Management process.

2. Operate and monitor traveler information system components, such as Dynamic

Message Signs (DMS), Variable Message Signs (VMS) and Highway Advisory Radios

(HAR), using predetermined messages and/or creating special messages.

3. Capture information regarding interstate/roadway incidents for the purpose of crafting an appropriate incident response. This entails disseminating this information to the motoring public as part of a structured traveler information program (511).

4. Monitor and transmit radio communications between the TMC and SHEP responders, Highway Patrol, and other SCDOT departments.

5. Capture information regarding all planned events which could potentially generate congestion, including construction and special events. Information regarding these is also disseminated to the motoring public in the same fashion as interstate/roadway incidents.

6. Prepare various logs and reports pertaining to events that occur during shifts, traffic conditions, traveler information, traffic incident management, or equipment.

7. Provide traffic incident location and status information to Dispatch, Highway Patrol and others as needed (i.e., SCDOT maintenance and management).

8. Monitor weather TV channels, radio, local TV stations, and SHEP responders. Relay weather and other media related information to appropriate personnel (SHEP operators, other TMCs, management, as requested).

9. Brief management and other SCDOT department officials about interstate/roadway incidents, emergencies, and unusual occurrences.

10. Participate in interregional TMC and interagency traffic incident management team meetings and, incident debriefings, as requested.

11. Operate electronic mail system, facsimile systems, and various computer programs.

12. Perform other related duties as stipulated by the Statewide ITS Coordinator, District

Traffic Engineer, regional TMC Supervisor, or their designee.

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13. Facilitate activation of Amber Alerts and any other alerts, as requested, that require information to be displayed on 511, DMS and VMS signs

14. Fill out Daily Device Report to communicate equipment or system malfunctions.

Operator Skillset Requirements

TMC Operators must be able to use the ITS operations software for managing traffic via

ITS field equipment (e.g., PalGuide), consistently accurate in monitoring interstate/roadway conditions. TMC Operators must be able to accurately interpret traffic speed data and verify the type and extent of the problem and then pass along accurate information regarding the location and nature of the emergency to the appropriate authorities and public in a manner that will be properly interpreted. TMC operators must also keep an accurate log and report of daily events and occurrences.

Failure to properly identify traffic hazards and lane obstructions or providing incorrect information to motorists may cause accidents that result in property damage, injury, or loss of life. Other consequences of error may include jeopardizing program credibility with the public and other agencies, increasing emergency response time, increasing commute time significantly, causing major traffic back up and congestion, and interrupting traffic flow in general.

Workspace Management

Because the work performed by the TMC operator is time critical, and seconds of delay in incident response can be life threatening, workspace management is important. TMC operators are responsible for their workspace in the TMC and shall keep it in a clean manner. TMC operators should clean all work surfaces at the end of each work shift.

Work supplies (paper, pencils, etc.) are provided by SCDOT. TMC operators should notify the TMC supervisor when work supplies are needed.

TMC Work Guidelines

TMC operations rely on the time‐critical detection of incidents and implementation of responses. The office workspace environment and work guidelines described in the following paragraphs reflect this focus, and thus are geared towards providing an efficient work environment and procedures. The performance of TMC operator duties shall be governed by SCDOT Employee Rules and Regulations, as well as the Guidelines and work duties described in this manual. The TMC operator shall report to the TMC supervisor.

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Any modifications to these TMC operator work guidelines shall be approved in writing by the Statewide ITS Coordinator.

Standard Hours of Operation

Under normal circumstances TMC operators will be on duty, ready to work and at their workstation at the beginning of their scheduled shift. The STMC is open 24 hours/7 days a week. All TMC operators will remain on duty until all SHEP Responders have ended their scheduled shift or until relieved by the next shift TMC operator or TMC supervisor. All overtime hours must be approved by the TMC supervisor. TMC operators should notify the TMC supervisor at the end of the standard SHEP responder patrol hours if an ongoing incident is expected to last longer than the standard 30 minutes remaining in the shift.

Per existing SCDOT Human Resources Rules and Regulations, all employees will be compensated for any overtime worked.

Inclement Weather Hours

TMC operations provide a public safety function which is especially important during times of inclement weather, including snow, ice, hurricanes, and other storms. TMC operators are classified as essential personnel and are, therefore, expected to report to work even during inclement weather, unless hazardous conditions prevent travel to work.

Inclement weather duty hours could vary, dependent on road conditions, and will be determined by the State ITS Coordinator or the TMC supervisor.

TMC Operator Training

Employees will initially receive very detailed instructions from either a higher level technician, statewide trainer or TMC manager, particularly when attempting a new task for the first time. As the employee’s exhibit increased proficiency in their duties and operate under the established standard operating guidelines, instruction will become less frequent.

Guides, Regulations, Policies and References Used by TMC Operators

Several guidelines and policies will govern TMC operations and serve as references for operations, including:

TMC Resource Guide;

SHEP Responder Standard Operating Guidelines (SOG) Manual;

SCDOT Human Resources Rules and Regulations Manual;

Manual on Uniform Traffic Control Devices (MUTCD);

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Emergency Response Guidebook;

Amber Alert and Other Alerts

Engineering Directive: Use of Dynamic Message Boards

Guides and training manuals provided during initial training for the specific system being operated;

PalGuide How to Manual

Other written guidelines and procedures provided by the central office, district office, or in house.

Supervision Received by Employees

Employees receive direct supervision from his/her designated TMC supervisor. In the case of statewide incidents, direction may also be provided by the Statewide Traffic

Management Center.

Personal Contacts

This position will have extensive personal (face‐to‐face), telephone, two‐way radio, and electronic message contact with others. An updated contact list for each TMC operator located within the TMC is available in the TMC Resource Guides. TMC operators will be in direct contact with other TMC operators, the STMC, and SCDOT maintenance and management; especially during major interstate/roadway incidents which require a unified approach.

TMC Operators must be capable of effectively communicating with multi‐agency emergency response agencies, including law enforcement and fire/rescue personnel, in order to provide an appropriate response when contact with the Highway Patrol is not possible.

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II. INCIDENT DETECTION AND RESPONSE FOR TMC

OPERATIONS

Incident detection and response operations are the heart of the TMC and SHEP combined purpose. This multi‐step process involves the following: monitoring the interstate/roadway and detecting potential incidents, verifying and responding to incidents, managing ongoing response efforts, and the final clean‐up and documentation of the incident.

SCDOT is a member of the National Traffic Incident Management Coalition (NTIMC) and follows the National Unified Goals (NUG) for safe, quick clearance. The state has passed legislation that supports these guidelines. Specifically:

1. Appendix C: Section 56‐5‐1538. Emergency scene management; these emergency procedures also include a “Move Over Law” advising motorists to provide a lane of safety by “yielding the right‐of‐way” for emergency responders

2. Appendix D: Section 56‐5‐1220. Provides authority for law enforcement officers or authorized employees of the Department of Transportation to move or have removed from the traveled lanes, all disabled vehicles and vehicles involved in an accident and any debris. (B) Quick Clearance law requiring motorists involved in a non‐injury accident located in the travel lanes to move the vehicle to a safe location, not obstructing traffic.

During the overall incident management process, the TMC operator performs specific duties to coordinate and support the SHEP and Highway Patrol responses. This section of the Standard

Operating Guidelines Manual describes the role of the TMC operator in this overall incident management process.

The Traffic Incident Management (TIM) Process

A high percentage of roadway congestion is due to non‐recurring and unpredictable events caused by incidents such as stalled vehicles, flat tires, and debris on the roadway, abandoned vehicles, and traffic collisions. The SCDOT TMC’s make it a high priority to quickly identify these types of incidents with a goal of clearing them quickly in order to keep traffic moving.

Traffic Incident Management (TIM) is defined as “the planned, systematic, and coordinated use of human, mechanical, institutional, and technical resources to reduce the duration and impact of incidents, and improve the safety of the motorist, incident responders, and motorists”. An effective TIM program is designed to return travel lanes to normal traffic flow as quickly as

P a g e | 12 possible, significantly improving safety, and reducing the exposure of victims, responders, and other motorists to secondary incidents or collisions. TIM is a process that is divided into five (5) stages:

FIGURE 2: Five process stages

1. Incident Detection – The process of actively monitoring the roadways and various communication channels in order to detect a decrease in traffic flow that could potentially be associated with an incident.

2. Incident Verification – Identifying that an incident has occurred and assessing its location by means of a trusted source, which could be a Closed Circuit Television (CCTV) camera, a State Highway Emergency Program (SHEP) responder, or a public safety official.

3. Incident Response – Identifying the nature of the incident and initiating the appropriate response.

4. Incident Clearance – Physically clearing the incident from the roadway.

5. Recovery – The time it takes for conditions to return to normal.

Incident Detection

Incident detection is the first stage in Traffic Incident Management (TIM). Incident detection is defined as the process of actively monitoring the roadways and various communication channels in order to detect a decrease in traffic flow that could potentially be associated with an incident. As part of daily operations, the Operator shall actively monitor the system for traffic incidents. This should be done by scanning the interstate/roadway network using the Closed Circuit Television (CCTV) cameras, listening to communications on the radio, monitor abnormal traffic conditions via traffic speed data and monitor the CAD.

Detecting an Incident Using Cameras

The camera images are scanned throughout the day as part of monitoring daily traffic operations. The Operator shall pay close attention for congestion or abnormal traffic

INCIDENT

DETECTION

INCIDENT

VERIFICATION

INCIDENT

CLEARANCE

RECOVERY INCIDENT

RESPONSE

P a g e | 13 conditions that may be a result of an incident. If such conditions are found, the Operator should scan applicable cameras in the vicinity for an incident if applicable.

Detecting an Incident Using the Radio

The 800 MHz Mobile Radio located at the primary console and the portable radios have been programmed to scan ALL specific channels that the STMC or Regional TMC is capable receiving and monitoring. DO NOT ADJUST THESE SETTINGS.

Detecting an Incident Using Traffic Speed Data

Operators shall actively monitor the comprehensive and continuous real‐time travel information provided through traffic speed data detection. Incident detection requires a proactive attitude on the part of the Operator as this practice is only effective if performed consistently. Early detection of a potential incident results in prompt activation of the other stages of the process and a rapid return of the interstate/roadway to normal operation.

Incident Verification

Incident verification is the second stage in Traffic Incident Management (TIM) and takes place immediately after the incident has been detected or reported and prior to any management of the incident.

Incident verification is defined as the process of identifying that an incident has in fact occurred and assessing its location by means of a trusted source, which could be Closed

Circuit Television (CCTV) cameras, CAD, a State Highway Emergency Program (SHEP) responder, Highway Patrol, local Law Enforcement or a public safety official.

An incident must be visually verified unless verbal verification comes from a credible source, such as a responding officer. The TMC Operator will not accept verbal

“verification” from a member of the general public or other non‐approved personnel.

The TMC Operator will not proceed to the next stage, incident response, until the incident has been verified properly. Further actions shall not be taken on the assumption that an incident exists. As part of the incident verification process the Operator may ask the following information if it has not been previously provided:

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Incident Verification Questions

1. What type of incident is it? (Collision, Disabled vehicle, etc.)

2. Where is the incident located, including the nearest cross road or mile marker?

3. Are any lanes blocked, and if so, which ones?

4. Any injuries? If so, how many and what is the severity?

5. What types of vehicles and how many are involved? (e.g., trucks, cars, etc.)

6. What is the estimated time of clearance?

The purpose of gathering all the information related to a specific incident is so that it can be documented in the ATMS software (PalGuide). Operators are required to use the

ATMS software to track the progress of an incident from its verification to its clearance.

Incident Response

Incident response is the third stage in Traffic Incident Management (TIM). Incident response is defined as the process of identifying the nature of the incident and initiating the appropriate response. The Incident Response Checklist is followed once an incident has been detected and verified.

Incident Response Checklist

1. Incident verification.

2. Document the incident in the Advanced Traffic Management

System (ATMS) software.

a. Document Severity

b. Document Location

c. Document capacity restrictions (lanes closed)

d. Document Responders on scene and response times

e. Activation of applicable DMS or VMS signs

f. Activation of Highway Advisory Radios (HAR) where applicable.

3. Verify incident in 511

4. Send Incident Notification Email (if necessary)

5. Activate a STIX notification (if necessary)

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The tasks outlined in the Incident Response Checklist by no means outline all tasks that may need to be performed by the TMC Operator.

1. Incident Verification

Incident verification only occurs if a trusted source calls in the information related to a specific incident, which could be Closed Circuit Television (CCTV) cameras, a State

Highway Emergency Program (SHEP) responder, or a public safety official. Verification can also occur via an Operator visually verifying the incident.

2. Document the Incident

PalGuide is the SCDOT’s ATMS platform from which incident information is disseminated out to the 511 site. This is the initial software application where the Operator updates information regarding a given incident. Details regarding the incident (Severity, Type, Position, Responder, Number of lanes blocked, activating applicable DMS, VMS and/or

HAR, etc.) are entered and updated in PalGuide as the information is received. The process is outlined in the PalGuide manual.

3. Verify Incident in 511

All incidents must be validated that they are reporting correctly in 511. TMC Operators shall check the 511 website for the correct incident information and call 511 for IVR confirmation. The TMC Operators shall log verification that 511 is working. Any issues need to be reported to the TMC Supervisor.

4. Incident Notification Email

In the event of a major incident where ALL lanes are blocked and the duration of the lane closure is going to be 1+ hour, an email shall go out alerting predefined recipients of the event. Updates to the initial email shall be sent out as conditions change, followed by a final notification when the incident has cleared. (REFERENCE the SCDOT Incident

Notification Template that is located in each TMC Reference Guide.)

5. Activation of a STIX Notification

For any incident impacting traffic in a surrounding state, contact the STMC for a multi‐ state response notification and coordination. See STMC Resource Guide for STIX

Notification instructions.

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Incident Clearance

Incident clearance is the fourth stage in Traffic Incident Management (TIM). Roadway

Clearance is defined as the process of physically clearing the incident from the roadway.

Once the incident has cleared, verification must be received. The same protocol exists for verifying clearance as in incident verification, by means of a trusted source, which could be Closed Circuit Television (CCTV) cameras, a State Highway Emergency Program

(SHEP) responder, or a public safety official.

The TMC operator’s role in incident management is to coordinate assistance requests from the SHEP responder to other SCDOT departments, such as a request for sand, heavy equipment, repairs to the roadway, etc. from maintenance or requests for management input on decisions of high magnitude. Requesting assistance from other agencies for the

SHEP responder is the duty of the TMC operator. The TMC operator is also responsible for providing information to the motoring public about major incidents. This is accomplished via 511, the messages on DMS, VMS and HAR. Upon verification the

Operator will stop the incident in PalGuide which will remove any and all messages that have been placed on the DMS, VMS and/or HAR’s, or if the incident has caused excessive back up, the event will be updated to congestion. The operator will monitor the situation closely and update PalGuide as necessary. The TMC operator will provide information to these offices via e‐mail notification and will discuss the incident status on the telephone, if necessary, to provide a status briefing for officials required providing intermittent media releases.

Recovery

Recovery is the fifth stage in Traffic Incident Management (TIM). Recovery is defined as the time it takes conditions to return to normal following an incident. The TMC Operator should use cameras, SHEP, traffic speed data or a public safety official to monitor traffic until it returns to normal conditions. The TMC operator will continue to perform the same assistance and support to the SHEP responder during site cleanup. In addition, the TMC operator will verify that 511, DMS, VMS and HAR responses are returned to normal, and that notification and documentation of the incident are performed, as appropriate.

Goals of Safe Quick Clearance

TIM practices for safe quick clearance (SQC) includes not only those people involved in the incident but it also includes the traveling public. Safe, quick clearance reduces the potential for secondary incidents and enhances safety for incident responders and the

P a g e | 17 motorists. By responding to incidents using safe, quick clearance techniques, the following safety improvements are possible:

Quicker response and treatment for those involved in the incident.

Protection of the incident scene, including the back up of traffic, to prevent further injury to those involved.

Maintaining traffic flow to minimize the possibility of secondary accidents.

Quick response to major incidents and HAZMAT spills to protect the general public.

Motorist assistance and information during inclement weather.

Assistance with timely and safe hurricane evacuation.

Incident management helps to improve not only safety but also efficiency. For example, timely responses can reduce the effects of delay, such as fuel consumption and lost time, on the motoring public.

TIM Principles: Incident Management Timeline

The Incident Management Timeline Figure 3 provides graphical depiction of what happens from when an incident occurs until when traffic conditions return to normal.

Notice the color bar at the top of the chart changes from green to red, and then slowly back to green, representing potential traffic congestion along the timeline. There are time stamps from T0 (incident occurs) to T6 (traffic conditions return to normal). The goal of TIM is to shorten the time duration between T0 and T6. Incremental improvements during each phase is easier to accomplish than drastically re‐working any one aspect of

TIM. Reducing the duration of an incident reduces responder exposure and helps reduce the possibility of secondary collision.

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Figure 3: Incident Management Timeline.

The likelihood of a secondary collision increases by 2.8% for each minute a lane is closed.

These timelines are important because they reflect a specific measurement in time that is used to determine how well the overall incident response process is performing, also called “performance measures”. The bottom area of the TIM table shows two TIM performance measures.

1) Roadway Clearance Time (T4‐T1) – The time between the first recordable awareness of an incident by a responsible agency and first confirmation that all travel lanes are open.

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2) Incident Clearance Time (T5‐T1) – The time between the first recordable awareness and the time at which the last responder has left the scene.

“Who’s In Charge?”

The real question is, “Who’s in charge of what”? Managing a traffic incident and related traffic problems is a TEAM effort, and each incident response agency has a role to play.

Although the roles of the various agencies that participate in the incident management process may vary, working together always gets the best results in reducing traffic incident delays and enhancing the effectiveness of traffic incident management. The following is a summary of the role of various agencies in the overall incident management process.

Law enforcement

Depending on the type of incident, law enforcement is primarily incident command at the scene of an incident unless there is a potential for a fire, hazardous material or personal injury. Primarily it is the incident commander’s responsibility to stabilize the scene, including, but not limited to:

1) Determine the cause of the incident and record the events of the incident,

2) Preparing reports and sketches, and

3) Determining the violations of the different parties involved.

4) Coordinating roadway clearance and towing.

5) Secondary responsibilities include securing the incident scene for documentation,

6) Directing traffic around the scene, and protecting the safety of vehicles approaching the incident scene.

Fire and Rescue / Hazardous Material Team

If there is a potential fire, hazardous material or personal injury involved in the incident, the incident commander shall be the fire department. Their primary responsibility is to:

1) Assess the scene for potential fire or hazardous material.

2) Contain any fire that occurs,

3) Protect and treat any injuries that have occurred, transporting injured persons from the scene to medical treatment facilities, and protecting the scene and/or surrounding areas in case of hazardous materials leaks or spills.

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Department of Health and Environmental Control (DHEC)

Contain and coordinate the cleanup of any hazardous material that is present at an incident scene.

SCDOT Maintenance

Assist with cleaning up any material spilled on the roadway and repairing any damage to the roadway, right‐of‐way, or appurtenances of any DOT property. SCDOT maintenance is responsible for setting up and taking down long term (longer than 2 hours) traffic control equipment required during incidents.

SCDOT SHEP Responders

Primarily, directing and controlling traffic around the incident and clearing debris, disabled motorist and minor incidents from travel lanes. This can range from pulling behind a stalled vehicle to closing a roadway completely by using devices and equipment at their disposal. Secondary to traffic control at an incident scene is providing aid to motorists whose vehicles are disabled on the shoulder.

Hierarchy of Command on Scene

Coordinating response resources from various incident response agencies are crucial to the safe and timely clearance of traffic incidents. It requires:

1) Clear command hierarchy

2) Designated responder roles and responsibilities

3) The ability of all responders to communicate clearly and effectively.

During an incident, the Incident Commander can change as various agencies get involved in the response effort.

The typical command hierarchy places law enforcement as the primary emergency response incident command agency for traffic incidents on the interstates/roadways.

The fire department is the primary emergency response incident command agency for fire suppression, hazardous materials spills, rescue and extrication of trapped motorist.

If only one agency is on the scene, they are in command of the incident until an agency higher on the hierarchy chain arrives, at which point command is given over to them. If SHEP arrives at the scene first, the SHEP responder will be in

P a g e | 21 command of an incident on behalf of SCDOT as the incident responder until the

Highway Patrol arrives at the scene; they will take over command of the incident, with SHEP providing an on‐going support function, as needed.

In the event of a fatality, overturned Tractor Trailer, Contaminant/spill or major traffic incident that will take 60 minutes or longer to clear, the responders on the scene will be responsible for forming a unified command structure consistent with current TIM Guidelines.

Unified Command Structure

Unified Command Structure encourages input from all agencies represented at the scene to develop a well‐coordinated management strategy for clearing the scene as safely and efficiently as possible. Responsibility for specific actions discussed and decisions made shall follow best practices.

Unified Command Responsibilities

1) Remove endangered occupants and treat the injured.

2) Stabilize the traffic incident and provide safety

3) Conserve property

4) Provide for the safety, accountability and welfare of all personnel operating on the incident scene

5) Keep decision makers at the command post

6) Maintain a “Big Picture” prospective of the incident

7) Communicate, cooperate and display confidence

Agencies that may be involved in a Unified Command include, but are not limited to:

DHEC

Fire/EMS

Highway Patrol/local law enforcement

SHEP responder

SCDOT Maintenance

Emergency Management Agencies

Federal Highway Administration

Incident Management Levels

The overall incident management process requires detection of and response to incidents. Incidents of different severity require different responses by the SHEP

P a g e | 22 responders, Highway Patrol and other response agencies. To ensure that the appropriate response is implemented, incidents are classified into various levels based on the characteristics of the incident and its estimated duration. There are four incident levels for use in classification of and response to incidents. These levels are described in Table

1. Each TMC response level will require varying responses from the TMC operator in three primary areas:

1) Coordination with SHEP, Highway Patrol and other response agencies,

2) Activation of ITS and 511,

3) Advance notification of major incidents (STIX, Incident Notification).

Level of Severity for Traffic Incidents *

The following tables represent the Level of Incident Severity for South Carolina.

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TABLE 1: LEVEL OF INCIDENT SEVERITY

SEVERITY

LEVEL

CRITERIA

EXAMPLES

RESPONSIBLE FOR

ESTABLISHING

UNIFIED COMMAND

LEVEL I No Injuries, no travel lanes Blocked Disabled vehicle on the shoulder, minor traffic incident (moved to the shoulder) Various Law Enforcement

LEVEL 2

Minor Injuries and/or one travel lane blocked

Stalled vehicle in a travel lane, rear‐end collision with minor injuries.

Various Law Enforcement

LEVEL 3

Serious injuries, 2 or more lanes blocked

Multi‐Vehicle accident, overturned tractor‐trailer (No HAZMAT involved) Fire & Rescue

LEVEL 4

Multiple agencies needed, HAZMAT Spill, threat to life and property extends beyond immediate scene of incident, ALL LANES BLOCKED

Overturned Fuel/HAZMAT truck, fallen power lines, or sign structure, pavement failures in the roadway, multiple vehicle crash, life threatening injuries or possible fatality

Fire & Rescue

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Table 2: TRAFFIC INCIDENT RESPONSE MATRIX

LEVEL LAW ENFORCEMENT FIRE & RESCUE EMS EPD/HAZMAT TOWING & RECOVERY SHEP/Incident Responder SCDOT

LEVEL‐1

Notify dispatch Identify nearest shoulder or safe area for relocating vehicle (s)

Relocate vehicles(s) to the shoulder or safe area, to await recovery

No Responsibility No Responsibility No Responsibility When directed, respond and remove vehicle(s) from the roadway shoulder, as quickly & safely as possible

Notify TMC Relocate vehicle(s) to shoulder/safe area, to await recovery

Notify TMC Assist relocating vehicle(s)

LEVEL‐2

Notify Dispatch Establish *ICP

May be dispatched to care for injured

Provide medical care to the injured

No Responsibility

When directed, respond and remove vehicle(s) from the roadway shoulder, as quickly & safely as possible

Remove crash debris from roadway in accordance with SCHP Regulations

Notify TMC Assist the injured

Establish & maintain traffic controls Assist in relocating vehicle(s) from the roadway

Assist in removal of vehicles Assist with clean‐up Check for state property damage

LEVEL‐3

Secure traffic Incident scene Assist the injured until Fire and EMS arrives Assist with traffic control Conduct crash investigation

Secure scene Protect life and property Establish *ICP

Provide medical care to the injured

Secure area Clean‐up of debris

When directed, remove vehicles from Roadway after injuries are treated.

Remove crash debris from roadway in accordance with SCHP Regulations

Notify TMC Assist the injured Establish & maintain traffic controls Assist in relocating vehicle(s) from the roadway

Establish Detours as needed Check for State property damage Provide support equipment & materials

LEVEL‐4

Secure traffic incident scene Assist the injured until Fire and EMS arrives Assist with traffic control

Secure scene Protect life and property Establish *ICP Request clean‐up and/or containment of hazardous materials

Provide medical care to the injured

Secure area Clean‐up of

Hazardous materials and debris

When directed, by the Investigating Officer, remove vehicles from roadway, after injuries and/or HAZMAT dangers have been addressed

Remove crash debris from roadway in accordance with SCHP Regulations

Notify TMC Assist the injured Establish & maintain traffic controls Assist in relocating vehicle(s) from the roadway

Establish detours as needed Assist with clean‐up Check for State property damage Provide support equipment & materials

NOTE: Shaded areas Denote Key Agencies for each Level of Traffic Incident, REMEMBER: “The responding agency arriving first at the traffic incident scene, by default, is the traffic incident manager, at least until the nature of the incident changes and/or additional response agencies arrive on the scene and assume command.”

during initial response.

*ICP Incident Command Post

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These differences in incident response and management are highlighted in the summary of guidelines provided later in this section.

Roles of TMC Operator and SHEP Responder

The interaction between the TMC operator and SHEP responder is critical to ensuring that incidents are appropriately managed, minimizing the incident’s impact on public safety and roadway efficiency. From the vantage point of the TMC, the operator benefits from the availability of a variety of information sources, including:

Cameras

Traffic Speed Data

Weather reports

Planned event schedules

SCDOT Maintenance and Construction Updates

Highway Patrol reports

Such readiness to a multitude of information sources provides a unique advantage to the

TMC operator in their ability to coordinate with the SHEP Responder.

INTENTIONALLY LEFT BLANK

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Figure 3: Established Lines of Communication

The SHEP responder, implements the coordinated response effort at the scene. Though the

TMC operator may request the SHEP responder to perform certain actions, it is the responsibility of the SHEP responder to use their field judgment in determining which actions are most pertinent to maintain:

The personal safety of the SHEP responder.

Safety of other incident responders.

The safety of the public.

The operational efficiency of the roadway.

P a g e | 27

Equally important is the SHEP responder’s ability to see and experience the field conditions in detail and feed this information back to the TMC operator. Thus, effective two‐way communication and cooperation between the SHEP responder and TMC operator are vital to maximizing the effectiveness of the SHEP program.

The TMC is the clearinghouse for information on the incident and the primary source of communications. The SHEP responder communicates with the Highway Patrol, dispatch or other agencies which are at the incident scene. The TMC provides a common communication link between the Highway Patrol, dispatch and the SHEP responder. This single point of communication is important to prevent confusion during the management of multiple incidents, where various SHEP responders are involved, or major incidents, where various agencies are involved.

A graphic depiction of a typical traffic management center’s role in incident management process is shown graphically in Figure 4: TMC TIM Communications . As this figure shows, the

TMC operator is the central figure in coordinating an incident response.

The TMC operator receives information from a variety of sources, including CCTV cameras, Traffic Speed Data, SHEP responders, and the Highway Patrol. The primary responsibilities of the TMC operator include dispatching the SHEP responders and communicating the presence of the incident, along with any needs and the status, to Highway Patrol dispatch. The TMC operator also implements the DMS, VMS and HAR response, and notifies other SCDOT personnel regarding the incident status.

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Figure 4: TMC TIM Communications

Incident Monitoring/Detection Guidelines

Monitoring interstates/roadways for incidents is an important part of the TMC operator’s role. The primary need for TMC operators arose from the desire to gather information from various sources, including cameras and traffic speed data, to allow a proactive search for potential incidents. Once these potential incidents are detected, the TMC operator verifies the incident so that it can be effectively managed.

Roadway Monitoring Guidelines

The TMC operator is responsible for monitoring traffic speed data to watch for congestion issues along the interstate/roadways. Upon notice of any backups or delays, CCTV cameras should be investigated along the affected areas to investigate and respond to any incident that may be causing any congestion or safety concerns. If a potential incident

P a g e | 29 is detected, a SHEP responder should be notified immediately to verify and respond. A

SHEP responder should still check the area even if no incident was observed since issues such as debris may not be easily visible from CCTV cameras. In SHEP patrol zone areas where no CCTV camera view is available, SHEP should be dispatched when available to investigate the cause of any unexpected congestion, such as backups occurring during non‐peak hours of travel. Travel along the interstate/roadways in both directions should be monitored continuously.

Other ITS equipment and resources such as PalGuide, weather stations, CAD, radio communication, TV and radio media coverage and the internet may be used as additional resources to investigate causes for congestion along interstate/roadways. In cases where extreme congestion occurs when monitoring traffic speed data and no information is available, the TMC operator may contact Dispatch to request law enforcement investigation when no other resources are available, such as when SHEP is not available.

This should be done as a last request when all other forms of investigation have been exhausted.

Summary of TMC Operator Monitoring/Detection Actions

The TMC operator should perform the following steps to monitor the roadways for potential incidents:

1) Monitor traffic speed data continuously for traffic slowdowns.

2) Monitor cameras, traffic speed data, phone system, radio systems, e‐mail, and weather reports.