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Orlando Regional Traffic Management Center Standard Operating Guidelines

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Florida Department of Transportation District 5


November 3, 2016

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Table of Contents Table of Contents……………………………………………………………………………………………………………………. 2 List of Tables ………………………………………………………………………………………………………………………….. 6 List of Acronyms …………………………………………………………………………………………………………………….. 7 1. Introduction ………………………………………………………………………………………………………………………. 9 2. RTMC General Overview ………………………………………………………………………………………………….. 10 2.1 RTMC Mission Statement 2.2 Scope of Work 2.3 RTMC Layout 2.4 RTMC Staff 2.4.1 RTMC Manager 2.4.2 RTMC Supervisor 2.4.3 RTMC Lead Operator 2.4.4 RTMC Operator 2.5 Security and Access 2.5.1 FHP Regulations on RTMC / Communications Center Access 2.6 Appearance Guidelines 2.7 Decorum 2.7.1 Operator Conduct 2.7.2 Computer and Internet Policy 2.7.3 Department’s Policy 2.7.4 Statement on External Devices 2.7.5 Telephone Etiquette 2.7.6 Contact with the Media and the Public 2.7.7 Smoking Policy 2.7.8 Drug-Free Workplace 2.7.9 Professional Conduct and No Harassment Policy 2.8 Scheduling 2.8.1 Scheduling 2.8.2 Time-Off Requests 2.8.3 Sick Leave 2.8.4 Shift Change 2.8.5 Breaks and Lunches 2.8.6 Overtime 2.9 Incident Command System and National Incident Management System 2.10 National Traffic Incident Management Responder Training 2.11 Florida Statute 119: Florida’s Public Records Law 2.11.1 Cameras and Public Record


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3. System Design ………………………………………………………………………………………………………………….. 25 3.1 Overview 3.2 SunGuide 3.3 Interstate Highways 3.4 Toll Road Systems 3.5 Arterial Highways 3.6 Active Arterial Management Traffic Management Center 4. System Operations …………………………………………………………………………………………………………… 28 4.1 Event Manager 4.1.1 Event Manager Window 4.1.2 The Event Process 4.1.3 Predefined Plans 4.1.4 Event Chronology Report and Audits 4.2 Incident Detection 4.2.1 Detectors 4.2.2 Detection on CFX (Central Florida Expressway) 4.2.3 System Generated Alerts 4.2.4 Externally Generated Alerts 4.3 Cameras 4.3.1 CCTV Privacy Policy 4.4 RTMC Videowall 4.4.1 RTMC Video Switching Control 4.5 Electronic Signage 4.5.1 Dynamic Message Signs (DMS) 4.5.2 DMS Stored Messages and Message Library 4.5.3 DMS Message Priority Levels 4.5.4 Device Messaging 4.5.5 DMS for Safety Campaigns, Event Requests and Port Canaveral 4.6 The Florida Automated Traveler Information System (FL-ATIS) aka 511 4.6.1 Florida’s 511 Interactive Voice Recognition (IVR) / Telephone System 4.6.2 Florida 511 Website 4.6.3 Florida 511 Application for Mobile Users 4.6.4 Floodgate and Banner Messages 5. Incident Management ……………………………………………………………………………………………………… 42 5.1 Standard Incidents 5.2 Mass Casualty and High Impact Incidents 5.2.1 Central Office Incident Notification Emails (COIN) 5.2.2 Rapid Incident Scene Clearance (RISC) 5.3 Level of Incidents


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5.3.1 SunGuide Incident Severity 5.4 Incident Response 5.4.1 The Open Roads Policy 5.4.2 RTMC’s Response to Incidents 5.4.2.1 Road Work (Scheduled vs. Emergency) 5.5 Interagency Coordination 5.5.1 Clear Speak / Plain Language 5.5.2 Law Enforcement Agencies 5.5.3 Fire Rescue 5.5.4 Maintenance Contractors 5.5.5 State and Local Emergency Operations Centers (EOC) 5.5.6 FDLE Missing and Endangered Persons 5.5.7 Other Traffic Management Centers 5.5.7.1 Active Arterial Management Center 5.5.8 Media Outlets 5.6 Road Rangers – A Free Service 5.6.1 Purpose and Role 5.6.1.1 Communication via SunGuide 5.6.1.2 Communication via State Law Enforcement Radio System (SLERS) 5.6.1.3 Communication via Cellular Push-To-Talk Device 5.6.2 Motorists’ Abuse of Service 5.7 Stakeholder Notification 5.7.1 Email Notifications aka Paging 5.7.2 Available Distribution Lists 5.7.2.1 TIM, SYS and EVT Emails 5.8 RTMC Emergency Operations Plan 5.8.1 Scope of Response 5.8.2 Staffing Requirements 5.8.3 Evacuating the RTMC 6. Quality Control ………………………………………………………………………………………………………………… 62 6.1 At the Workstation 6.2 Secondary Traffic Information Sources 6.2.1 Google Traffic 6.2.2 WAZE 6.3 Maintenance and Inventory Management System (MIMS) 7. Information Technology Policy Requirements ………………………………………………………………….. 64 7.1 Introduction 7.2 Physical Access Controls 7.2.1 Policy Statement


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7.2.2 Policy Implementation Controls Requirement 7.3 Internet Monitoring 7.3.1 Policy Statement 7.3.2 Policy Implementation Controls Requirement 7.4 Public Records Law 7.4.1 Policy Statement 7.4.2 Policy Implementation Controls Requirement 7.5 Password Complexity Requirements 7.5.1 Policy Statement 7.5.2 Policy Implementation Controls Requirement 7.6 Disaster Recovery Plans 7.6.1 Policy Statement 7.6.2 Policy Implementation Controls Requirement 7.7 Adherence to District Information Technology Resource Usage Policy 7.7.1 Policy Statement 7.7.2 Policy Implementation Controls Requirement Appendix ……….…………………………………………………………………………………………………………………….. 68


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List of Tables Table 1 – Major Covered Roadways ………………………………………………………………………………… 10-11 Table 2 – District 5 PM & PIO Contacts ………………………………………………………………………………… 16 Table 3 – DMS Message Priority Levels …………………………………………………………………………… 37-38 Table 4 – FDLE Alert Criteria ………………………………………………………………………………………………… 52 Table 5 – AAM TMC Operations …………………………………………………………………………………………… 53 Table 6 – Road Ranger Coverage ………………………………………………………………………………………….. 55


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List of Acronyms AAM ……………………………………………………………………………………………. Active Arterial Management ADMS ………………………………………………………………………………………. Arterial Dynamic Message Sign ATMS …………………………………………………………………………… Advanced Traffic Management System AVI ………………………………………………………………………………………. Automated Vehicle Identification AVL/RR …………………………………………………………………… Automated Vehicle Location/Road Ranger C2C …………………………………………………………………………………………………………………. Center 2 Center CCTV ………………………………………………………………………………………………….. Closed Circuit Television CFX ………………………………………………………………………………………………… Central Florida Expressway CJIS ………………………………………………………………………………….. Criminal Justice Information System COIN …………………………………………………………………………………. Central Office Incident Notification D5 ……………………………………………………………………………………………………………………………… District 5 DMS …………………………………………………………………………………………………….. Dynamic Message Sign DTOE ………………………………………………………………………………… District Traffic Operations Engineer EM ……………………………………………………………………………………………………………. Event Management EOC ………………………………………………………………………………………….. Emergency Operations Center EVT …………………………………………………………………………………………………………………………………. Event FDLE …………………………………………………………………………. Florida Department of Law Enforcement FDOT …………………………………………………………………………….. Florida Department of Transportation FEMA ………………………………………………………………………. Federal Emergency Management Agency FHP ………………………………………………………………………………………………………. Florida Highway Patrol FHWA ……………………………………………………………………………………. Federal Highway Administration FL-ATIS ………………………………………………………….. Florida Automated Traveler Information System FWC …………………………………………………………………………………………… Fish and Wildlife Commission GUI ……………………………………………………………………………………………………….. Graphic User Interface ICA ……………………………………………………………………………….. Infrastructure Corporation of America ICS …………………………………………………………………………………………………. Incident Command System IDS ……………………………………………………………………………………………. Incident Detection Subsystem IMS …………………………………………………………………………….. Inventory and Maintenance Subsystem ITS ……………………………………………………………………………………….. Intelligent Transportation System IVR …………………………………………………………………………………………….. Interactive Voice Recognition JCS ……………………………………………………………………………………………….. Jorgensen Contract Services JTF …………………………………………………………………………………………………………………… Joint Task Force LEO …………………………………………………………………………………………………… Law Enforcement Officer MAS ……………………………………………………………………………………….. Message Arbitration Subsystem MCI ……………………………………………………………………………………………………… Mass Casualty Incident MIMS …………………………………………………………. Maintenance and Inventory Management System MOT …………………………………………………………………………………………………….. Maintenance of Traffic MUTCD …………………………………………………………………. Manual on Uniform Traffic Control Devices


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MVDS …………………………………………………………………………….. Microwave Vehicle Detection System NIMS …………………………………………………………………………… National Incident Management System NWS ………………………………………………………………………………………………… National Weather Service OPD ………………………………………………………………………………………………. Orlando Police Department PD ………………………………………………………………………………………………………………. Police Department PIO ………………………………………………………………………………………………….. Public Information Officer PPP ………………………………………………………………………………………………….. Public Private Partnership RCC ……………………………………………………………………………………… Regional Communications Center RISC ………………………………………………………………………………………… Rapid Incident Scene Clearance RS …………………………………………………………………………………………………………… Reporting Subsystem RTMC ……………………………………………………………………………… Regional Traffic Management Center SAS ………………………………………………………………………………………….… Scheduled Actions Subsystem SHRP2 ………………………………………………………………………… Strategic Highway Response Program 2 SLERS …………………………………………………………………………….. State Law Enforcement Radio System SO ………………………………………………………………………………..…………………………………… Sheriff’s Office SOG …………………………………………………………………………………………. Standard Operating Guidelines SOP ………………………………………………………………………………………… Standard Operating Procedures SYS ………………………………………………………………………………………………………………………. System Issue TIM …………………………………………………………………………………………….. Traffic Incident Management TMC ……………………………………………………………………………………………… Traffic Management Center TSS ………………………………………………………………………………………. Transportation Sensor Subsystem TVT ………………………………………………………………………………………………………………………… Travel Time VS …………………………………………………………………………………………………………………… Video Switching VW …………………………………………………………………………………………………………………………… Videowall


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1. Introduction These standard Operating Guidelines are for the Orlando Regional Traffic Management Center (RTMC). They are intended to be supplemented by more detailed instructions provided in SunGuide training and supported documents and other reference material such as the Manual on Uniform Traffic Control Devices (MUTCD). These guidelines should be reference regularly by operations staff. NOTE: This guide will refer to concepts by established acronyms or short names. These names will be described upon initial use. For a complete list of acronyms and short names, please reference the list of acronyms.


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2. RTMC General Overview

2.1. RTMC Mission Statement The mission of the Orlando Regional Traffic Management Center is to provide the Central Florida area with accurate traveler information through different avenues using Intelligent Transportation System devices.

2.2. Scope of Work The Orlando RTMC is tasked with the monitoring and reporting of traffic conditions on important roadways within the Florida Department of Transportation’s (FDOT) District 5, which includes the following 9 counties: Orange, Osceola, Seminole, Volusia, Brevard, Flagler, Lake, Marion and Sumter. This facility operations in conjunction with a state law enforcement communications center, and as such, it operations at all hours of the day and on all days of the year. Work is performed using a variety of devices, systems and software to detect and respond to planned and unplanned events that arise on the roadways, and to mitigate their effects. Because roadways in the District are the primary source of conveyance for goods and people, it is imperative to the economic vitality and general well-being of the region to ensure that traffic flows safely and efficiently. The Orlando RTMC provides coverage for critical FDOT selected highways within District 5 including, but not limited to Interstates, Toll Roads, State Roads and US Highways; several other counties and municipalities operate their own Traffic Management Centers, handling their own important thoroughfares. Currently, the Orlando RTMC provides real-time traffic information for:

Roadway Counties Coverage

Interstate 4 (SR-400) Osceoloa, Orange, Seminole, Volusia

MM 58 - MM 132

Interstate 95 (SR-9) Brevard, Volusia, Flagler MM 160 - MM 298

Interstate 75 (SR-93) Sumter, Marion MM 307 - MM 374

SR-408 (East-West Expressway, toll)

Orange MM 0 - MM 23

SR-417 (Greenway, toll) Orange MM 5 - MM 37

SR-429 (Western Beltway, toll) Orange MM 8 - MM 34


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SR-451 (toll) Orange MM 4 - US-17/92

SR-528 (Beachline, toll) Orange, Brevard MM 8 - MM 55

Table 1 – Major Covered Roadways

All State Roads within District 5 warrant a floodgate/banner message on the FL511 system when major incidents occur.

o SunGuide event creation is warranted as well if reference points are available within SunGuide.

All US Highways within District 5 warrant a floodgate/banner message on the FL511 system when major incidents occur.

o SunGuide event creation is warranted as well if reference points are available within SunGuide.

2.3. RTMC Layout

The RTMC is co-located with the Florida Highway Patrol (FHP) center for state law enforcement dispatch, an entity consisting of dispatchers for FHP Troop D, Florida Fish and Wildlife Commission (FWC), the State Fire Marshall, and the Florida Department of Law Enforcement (FDLE). The RTMC occupies the front two rows which face a video wall. The first row (also known as Operator Row) contains the six Operator workstations, which are utilized for daily operations. The second row consists of the RTMC Manager’s desk along with two FDOT workstations that can be utilized as back-up workstations for RTMC operations when needed, and finally two workstations dedicated to the I-4 Ultimate Concessionaire.

2.4. RTMC Staff 2.4.1. RTMC Manager

Shannon Watterson, the RTMC Manager, is responsible for overseeing the daily operations of the RTMC. Her responsibilities consist of all work necessary to provide for the general management, oversight, QA/QC, and administration of the contract by the Vendor’s management and management support personnel.

2.4.2 RTMC Supervisor The RTMC Operations Supervisors manage all RTMC Operators and are responsible for the management of their respective duties as well as oversight of the day-to-day operations on a 24/7 basis. They assist in the development of protocols, standard operating procedures, and ensuring compliance with the FDOT and Central Florida Expressway (CFX) Authority guidelines and practices.


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There are two Operations Supervisors, Kyle Higgins and Ryan Joseph, scheduled on a Monday – Friday basis between the hours of 6:00 AM – 2:00 PM and 2:00 PM – 10:00 PM respectively. The third Operations Supervisor, Michael Hudson, is scheduled on a mixture of weekend and weekday shifts fluctuating as needed for operations.

2.4.3 RTMC Lead Operator The RTMC Lead Operator oversees operations, directing RTMC Operators and assures all incidents are handled according to FDOT and CFX policies. Additionally, the Lead Operator assists Operators during busy times, checks all paperwork, checks all data entry and verifies ITS Devices and systems are working properly. The Lead Operator is also responsible for the principal monitoring of the roadways including detecting, confirming, updating and responding to scheduled and unscheduled traffic events, congestion and travel time imbalances in the geographical coverage area with monitoring and/or surveillance capabilities. They also provide quality assurance on the day-to-day handling of all events in the RTMC.

2.4.4 RTMC Operator The RTMC Operator is responsible for operating the various RTMC system workstations and monitoring traffic conditions. For detailed information related the RTMC Supervisor, Lead Operator and Operator’s duties please see the Appendix, Section 2.4.

2.5. Security and Access The RTMC is a secure area and entrance requires the use of an electronic passkey. No keys will be issued to non-operational personnel. Lost passkeys shall be reported immediately to a Supervisor so that the card can be deactivated. To receive a passkey, one must pass both FDOT security and State Law Enforcement Radio Systems (SLERS) testing. For visitors and other personnel (contractors, consultants, etc.) to enter the RTMC, communications center or equipment rooms, they will be required to contact FDOT or the appropriate FDOT representative for access. Visitors and/or other personnel must be escorted by someone from FDOT. Appointments shall be made for all maintenance and installation work involving the equipment or communications rooms. All visitors to the equipment or communications rooms must sign in and sign out per building policy and FHP regulations. The Joint Task Force (JTF) for Law Enforcement Communications will complete a full background investigation for each applicant due to the exposure and use of the SLERS. A clear background is required for employment within the RTMC. An applicant can be denied access for any of the following reasons:

The applicant has been convicted of a felony offense.


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The applicant is currently on probation for any offense or has charges pending (felony or misdemeanor).

The applicant has been convicted of a misdemeanor offense involving any type of theft, violence or drug offenses within the past three years.

The applicant’s driver license is currently suspended or revoked for any reason.

The applicant has been convicted of a crime involving domestic violence or currently has a restraining order involving domestic violence or threats.

The applicant has been arrested for any charge involving resisting arrest, batter or assault on a law enforcement officer.

The applicant is wanted for any criminal offense.

The applicant is illegally residing in or is not approved to work in the United States.

The identification of adverse intelligence information regarding the applicant.

At the discretion of the Security Manager based on any other adverse information regarding the applicant.

In addition to the FDOT security and SLERS testing, each Operator must also complete the Criminal Justice Information Systems (CJIS) testing. The CJIS provides a range of state of-the-art tools and services to law enforcement, national security and intelligence community partners, and the general public. The purpose of the RTMC Operator completing this training is to ensure that each employee properly trained on appropriate behavior associated with being exposed to sensitive information that can be transmitted from FHP or other law enforcement agencies. To obtain an electronic passkey, each employee must successfully complete all of the above listed testing which is provided by RTMC management during the application process.

2.5.1 FHP Regulations on RTMC / Communications Center Access Effective January 1, 2013 an escort is required for any non-approved personnel entering the RTMC/Regional Communications Center (RCC). Those individuals who have completed the JTF Background Check and the CJIS online awareness training are considered approved personnel and do not need an escort. When personnel come to the RTMC, they must be identified with credible identification and have their name run through the JTF security website by FHP to confirm that unescorted access is permitted. When more than one person arrives together, that will stay together while in the center, only one of the persons needs to be checked. The other personnel will be considered as escorted by the person verified as approved.


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Example: If someone from Activu arrives, they must be escorted because we

have not performed a background check on Activu personnel, however, if the

Activu person is working with a Transcore employee and the Transcore

employee has been approved, the Transcore employee is permitted to escort

the Activu person in the RTMC. In this situation ALL (including the approved

person) must sign the log to enter into the facility.

All RTMC staff, ITS Group employees, FHP and FWC personnel have completed the background investigation and can enter the room without signing the log. All other non-RTMC/FHP/FWC personnel must log in when entering the facility even if an escort is not required. Location of the log in sheet: The log in sheet is posted on the outside of the cubicle wall where the FHP Duty Officer Supervisors sit; to the right of their closet doors, near the fire extinguisher. Note: If you are ever unsure on what to do please consult the RTMC Manager or FHP for guidance.

2.6. Appearance Guidelines The RTMC is a professional environment, and employees are expected at all times to present a professional, business-like image. Acceptable personal appearance, as well as proper maintenance of work area, is an ongoing requirement of employment at the RTMC. RTMC staff will be provided collared shirts with logos. RTMC staff should wear khaki or dress pants and appropriate closed-toed shoes. Neat blue jeans will be permitted Fridays, weekends and holidays. RTMC staff is expected to be well-groomed and manicured. Hairstyles, wigs, moustaches, sideburns, and other grooming effects should be neat and well kept. Any employee who does not meet the standards of this guideline will be required to take corrective action, including but not limited to leaving the RTMC. Violations of this guideline may also result in disciplinary action.

2.7. Decorum 2.7.1 Operator Conduct

Employees of the RTMC are expected to present a professional image and demeanor. Common courtesy and respect for all personnel within the building is expected of all RTMC


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employees. Loud talking, yelling and other disruptive behaviors are not permitted at any time. Remember the RTMC is co-located with a state law enforcement dispatch center and such disruptive behaviors can have serious implications on dispatch operations.

2.7.2 Computer and Internet Policy Employees are granted use of FDOT computers and the Internet to carry out the mission of the Department and to promote efficiency and improved communications with our internal and external customers. The Internet should be used for business purposes only and should fall within compliance with the expectations described in the Department’s security policy. Internet access is only authorized through the Department’s proxy server. The Office of Information Systems will maintain detailed records of all internet usage for use in detecting abuse or misuse of this resource without notice to employees. For more detailed information please read through the FDOT Security Policy, available on the R-Drive or on FDOT’s District 5 website.

2.7.3 Department’s Policy Each individual accessing Department information technology resources is expected to use good judgment and common sense to avoid abuse and inappropriate use of resources. Employees shall not access, send, store, create, or display inappropriate materials included but not limited to gambling, any illegal activity, sexually explicit materials, or materials that include profane, obscene, or inappropriate language, or discriminatory racial or ethnic content.

2.7.4 Statement on External Devices Any individual authorized to use Department computers, and who does so use a Department computer, may not insert/connect an unapproved external device. Unapproved external devices include, but are not limited to items such as USB storage devices and phone chargers. Any individual who inserts/connects an unapproved device violates Department policy.

2.7.5 Telephone Etiquette The staff of the RTMC will receive calls from a variety of sources including agencies and the public. All calls will be handled in a courteous and professional manner, regardless of the content of the call/or the attitude of the caller. When answering any incoming calls from the outside line, the Operator should use a standard greeting of:

Orlando RTMC, this is ____________. How may I help you?


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Calls will also be received from the dispatch center co-located with the RTMC. These calls come in through a separate phone line, informally known as the FHP phone. This line may be answered simply with “Front desk” and all conversations should be kept short and professional as they are recorded.

2.7.6 Contact with the Media and the Public At no time is it permissible for RTMC staff to comment to the media without the express permission of the RTMC Manager. All media inquiries shall be forwarded to the FDOT Project Manager. For those individuals that do contact the RTMC, please take a message with a name and return phone number. E-mail this to RTMC FDOT Project Manager. They will return their call. For information relating to incidents, the RTMC will continue to contact other District Traffic Management Centers to keep each other up to date regarding incidents. If a TV Station or Third Party Provider calls the RTMC requesting incident information, the RTMC is to direct them to contact the FDOT Project Manager or the local law enforcement Public Information Officer working the incident.

Contact Information

FDOT RTMC Project Manager FDOT Public Information Officer

Jim Stroz Steve Olson

FDOT District 5 FDOT District 5

719 S. Woodland Blvd 719 S. Woodland Blvd

Deland, FL 32720 Deland, FL 32720

Office: 386-943-5312 Office: 386-943-5479

Urban Office: 407-482-7818 Fax: 386-740-2675

[email protected] [email protected]

Table 2 – FDOT District 5 PM & PIO Contacts Most calls received directly from the public will be for Road Ranger service. When this happens, the employee should take down all pertinent information including a name and call back number, then dispatch the next available Road Ranger. If no Road Rangers are in service, refer the caller to the appropriate law enforcement agency, or state law enforcement dispatch center for assistance.

2.7.7 Smoking Policy

mailto:[email protected]



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The Orlando RTMC is a non-smoking facility. No one is permitted to smoke inside the center. However, a smoking patio is located outside the center. Operators are allowed to smoke only during scheduled breaks and shall notify the Supervisor or Lead Operator on duty prior to leave for a break.

2.7.8 Drug-Free Workplace The Orlando RTMC is committed to providing a safe work environment, fostering the well-being and health of its employees. That commitment is jeopardized when any Orlando RTMC employee illegally uses drugs or alcohol on the job, comes to work with these substances present in his/her body, or possesses, distributes, or sells drugs in the workplace. Therefore, the Orlando RTMC has established the following drug-free procedure:

Violation Statement It is a violation of 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. It is a violation of RTMC procedures for anyone to report to work under the influence of illegal drugs, intoxicants or alcohol. It is a violation of the RTMC procedures for anyone to use prescription drugs illegally. However, nothing in this procedure precludes the appropriate use of legally prescribed medications. A violation of this procedure is subject to disciplinary action up to and including termination of employment.

2.7.9 Professional Conduct and No Harassment Policy HNTB expects all employees to behave in a professional manner and demonstrate respect for others at all times. HNTB prohibits unlawful harassment, whether based on race, color, religion, gender, national origin, disability, citizenship status, marital status, age, sexual orientation or other legally protected status. Harassment in all forms, whether verbal, written or physical, is strictly prohibited. All RTMC employees are required to read and follow Core Integrity Policy 103.

HNTB Business Integrity Program

At HNTB, our fundamental beliefs and values mean that we are committed to:

take personal responsibility for making success happen;

expect more of ourselves in everything we do;

uncover what is really important in any situation;

collaborate for the benefit of everyone; and

build relationships. The foundation for this philosophy is built on HNTB’s reputation for and commitment to conducting business with the highest degree of integrity and honesty. HNTB’s business


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integrity program is designed to enhance HNTB’s tradition of integrity by promoting standards of conduct and internal controls that facilitate timely discovery and disclosure of improper conduct and ensure appropriate corrective measures are undertaken promptly. The program is also designed to promote an organizational culture that encourages a commitment to compliance with the law. HNTB’s business integrity program includes a written code of business integrity that embodies standards of conduct designed to promote honest, ethical and lawful behavior among employees and agents of HNTB. These standards are communicated to HNTB employees and, as appropriate, its agents through a variety of means, including training and dissemination of information appropriate to such individual’s respective roles and responsibilities. Employees are encouraged to seek additional guidance from the business integrity office. HNTB’s business integrity hotline provides a mechanism for anonymous reporting of suspected instances of improper or unlawful conduct. HNTB employees are encouraged to report any suspected instances of improper or unlawful conduct to an immediate supervisor, the director of business integrity or through the business integrity hotline. All reports will be handled promptly. Any individual who in good faith makes a report will not be retaliated against because of the making of the report. HNTB will take reasonable steps to respond appropriately when improper or unlawful conduct is detected in order to prevent further similar instances of improper or unlawful conduct, including disciplinary measures for engaging in such conduct and making any necessary changes to HNTB’s business integrity program. HNTB will, as required by law, timely report to appropriate government officials regarding suspected or possible violation of law in connection with government contracts or other irregularities in connection with such contracts. HNTB is committed to full cooperation with government agencies responsible for either investigation or corrective actions. HNTB will monitor, audit and conduct periodic reviews of its business practices, procedures, policies and internal controls for compliance with standards of conduct, including the special requirements of government contracting. HNTB will periodically evaluate the effectiveness of its business integrity program.

2.8. Scheduling 2.8.1 Schedules

Schedules are created by the RTMC Manager or a Supervisor. All employees are responsible for knowing when they are to report for work. Scheduling is typically done on a monthly basis


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and in most cases there will be two months’ worth of scheduling available for review. Each week’s schedule will be posted on the center column for quick reference, and the full-month’s schedule will be available on the R-Drive.

2.8.2 Time-Off Requests RTMC employees who plan on taking time off must complete a Day Off Request Form.

The form must be completed at least two weeks prior to the time off and must be approved by the RTMC Manager. Requests for time off less than two weeks prior to the time off may not be approved. Time off will be approved on a case-by-case basis. Time off during holidays, or when multiple Operators request the same period of time, will be decided by the RTMC Manager. Time off may be cancelled if a significant event (such as a hurricane) is forecasted within twenty-four hours of the beginning of the time off. Unplanned time off, such as for a death in the family, must be brought to the RTMC Manager’s attention immediately. If the RTMC Manager observes abuse in unplanned time off requests, documentation may be requested. For detailed information regarding HNTB’s policies on Leave/Time Off please access the HNTB Intranet under the Human Resources sections for Policies and Procedures.

2.8.3 Sick Leave


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Operators who are ill must call a Supervisor or the RTMC Manager at least 8 hours before the beginning of their shift. Operators who call in before, during, or after a holiday or those who call in sick less than 8 hours prior to the beginning of their shift are required to provide documentation of their illness.

2.8.4 Shift Change A smooth and seamless transition between shift changes is critical to the RTMC operations. The transition of shifts includes a 30 minute overlap at the beginning/end of each shift. From Sunday night to Friday afternoon, the shifts are:

1st Shift is from 6:00AM to 2:30PM

2nd Shift is from 2:00PM to 10:30PM

3rd Shift is from 10:00PM to 6:30AM From Friday night to Sunday afternoon, the shifts are:

1st Shift is from 10:00AM to 10:30PM

2nd Shift is from 10:00PM to 10:30AM Additional Staffing shifts are:

Saturday and Sunday 10:00AM to 6:00PM The beginning shift Supervisor or Lead Operator is responsible for preparing and sending The Shift Change Email within the first 30 minutes of their shift. The Shift Change Email details events and pertinent information that will transcend shifts. All employees are responsible for checking their FDOT and HNTB (if applicable) emails on a daily basis. This should be done within the first hours of the shift. This will help to update all employees on any recent changes made. For an example of a Shift Change Email please reference the Appendix, Section 2.8.4.

2.8.5 Breaks and Lunch Employees are encouraged to take breaks and lunch during the course of their shift. Employees may take up to one 15 minute break before their lunch and one 15 minute break following their lunch period on an 8 hour shift. This period cannot be combined with lunch to extend the lunch period. Breaks may be restricted during peak hours, incident response, or similar emergency situations. The lunch period is 30 minutes and shall be taken by all full-time employees during their shift. The break and lunch periods will be restricted to the RTMC building area due to the immediate availability required of the position and nature of the job duties unless leaving is approved by the Supervisor or Lead Operator on duty. Operators


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working 12 hour shifts are entitled to an additional 15 minute break to be taken either before or after their lunch period, but not to be combined with their other allotted 15 minute breaks.

2.8.6 Overtime Employees may be required to remain past their regularly assigned schedule if their replacement has not yet reported to work. If this results in overtime, then the employee is compensated at time-and-one-half. All overtime must be approved by a Supervisor or the RTMC Manager prior to work the overtime hours.

2.9. Incident Command System and the National Incident Management System All employees working for the State of Florida, any of its 67 counties, or any of its 400+ municipalities must receive training from the FEMA Institute on the Incident Command System (ICS) and the National Incident Management System (NIMS). These topics were developed in the 1970’s during a reign of destructive wildfires in California as a way of keeping large-scale incidents manageable. Although ICA and NIMS were born from large-scale events, they have been refined over the years to become scalable. ICA and NIMS can be used for any response, no matter how large or small. Operators are responsible for the following FEMA Institute Courses:

IS-100 Introduction to Incident Command System

IS-200 ICS for Single Resources and Initial Action Incidents

IS-700 National Incident Management Systems (NIMS), An Introduction

IS-800 National Response Framework, An Introduction For details on navigating the courses and obtaining your certificates of completion please see Appendix, Section 2.9.

2.10. National Traffic Incident Management Responder Training This training was developed under the second Strategic Highway Research Program (SHRP2), and is provided by the Federal Highway Administration Office of Operations. This was created by responders for responders and provides a shared understanding of the requirements for safe, quick clearance of traffic incident scenes. It is of benefit for RTMC staff to participate in this web-based training to get a better understanding of what our agency counterparts experience while responding out on the roadway. It can provide unique insight as to how the RTMC can assist and respond to increase safety and quick scene clearance for incidents. Please notify your Supervisor when applying to take the course. It is officially titled National Traffic Incident Management Responder Training – Web-Based.


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For details on navigating the course and obtaining your certificate of completion please see Appendix, Section 2.10.

2.11. Florida Statute 119: Florida’s Public Records Law Pursuant to Florida State Statute 119 (FSS 119)

FSS 119.01(1): It is policy of this state that all state, county and municipal

records are open for personal inspection and copying by any person. Providing

access to public records is a duty of each agency.

FSS 119.011(12): “Public records” means all documents, papers, letters, maps,

books, tapes, photographs, films, sound recordings, data processing software,

or other material regardless of physical form, characteristics, or means of

transmission, made or received pursuant to law or ordinance or in connection

with the transaction of official business by any agency.

Employees of the RTMC will be using Department computers and interacting on phone lines which are recorded. It is of the utmost importance that each individual employee familiarize themselves with the broad and sweeping public records laws of the State of Florida. Any phone contact with the co-located state law enforcement dispatch center is recorded and subject to disclosure to the public. When calling other agencies by phones, be conscious of the fact that their line may also be recorded. Files stored on Department computers become public record which must be retained by the state for inspection by the public upon demand. Emails sent using the FDOT email system are also considered public record. It is for those reasons that no personal documentation should ever be saved on a Department computer or network and FDOT email should only be used for work related communication. For more information related to ITS TMC Information and Public Records Law please see Section 7.4.

2.11.1 Cameras and Public Record It is the policy of the Department that cameras are not to be recorded for any reason. Any type of video recording may also be considered public record, furthermore recordings depicting an incident as it happens can be subpoenaed during a civil or criminal proceeding, and the Operator in question may be called to testify. In order to avoid the costs and duties


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associated with retaining video recordings, no employee at any time, or for any reason, may record any video from a Department camera. Incident screenshots, however, are an excellent tool in deciphering positive and negative aspects of incident response and management, and are often used during meetings with other agencies to point out key strengths and areas of improvement. While incident screenshots are also public record, their retention and maintenance is much simpler.


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To take incident screen shots from a workstation please reference the Incident Screen Shots folder on the R-Drive.


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3. System Design 3.1. Overview

The RTMC is the central hub for a number of systems both physical and technological. Interstate 4, Interstate 95, and Interstate 75, as well as the Central Florida Expressway (CFX) toll roads, and various arterial highways comprise the physical system, while SunGuide, ITS systems, and the multitude of devices along the physical system feeding information to the RTMC comprise a technological network.

3.2. SunGuide The RTMC uses SunGuide as the primary interface between Operators and the network. SunGuide is comprised of multiple subsystems which operate different device groups or systems. For example, the CCTV (Closed Circuit Television) subsystem provides the Operator with the ability to interface with camera devices, while the TVT (Travel Time) subsystem compiles and analyzes detector information and computes travel times for roadways. CFX toll roads have also migrated their DMS (Dynamic Message Signs), CCTV and TVT subsystems to a unique version of SunGuide. CFX SunGuide, as it is commonly referred to, is accessible at all FDOT workstations and the 2 backup CFX workstations. As part of the system design we have a Maintenance and Inventory Management Software, more commonly known as MIMS, to catalog device status. More detail will be shared on this

software in Section 6. 3.3. Interstate Highways The interstate highways covered by the RTMC provide the bulk of incidents which the RTMC will encounter during daily operations. I-4, I-95 and I-75 are all covered in some part by the RTMC, and they major avenues of commerce. For this reason, FDOT has invested heavily into Intelligent Transportation Systems (ITS), to mitigate the effects of traffic. On Interstate 4 and Interstate 95, detectors

can be found approximately ½ mile apart. The data collected is used to calculate travel times, and provide RTMC Operators with speed, volume and occupancy data for any given segment of interstate. There are two types of detectors currently in use, those which are cut into the ground, magnetic loop detectors, and those which are posted on the side of the road, known


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as radar detectors. Wavetronics is in large the vendor that supplies the Department with these radar detectors. Cameras along the interstate highways are the primary means of monitoring active incidents and events. These cameras have the ability to pan, tilt and zoom, making them incredibly powerful tools in incident detection and confirmation. DMS on interstate highways are placed strategically as to allow pertinent information to reach motorists, information ranges from travel times to road closures, and even adverse weather conditions.

3.4. Toll Road Systems Central Florida has one of the largest networks of toll roads in the nation. Florida’s Turnpike (State Road 91) passes directly through Central Florida, and even intersects important roadways in the District. However, the RTMC is only responsible for incidents on those toll roads under the jurisdiction of the Central Florida Expressway (CFX). Incidents on Florida’s Turnpike (SR-91) and toll roads outside of Orange County come under the jurisdiction of the Turnpike TMC. Frequent communication with Turnpike TMC regarding major incidents on these networks is necessary to facilitate proper incident management. For a jurisdictional map see the Appendix, Section 3.4.

3.5. Arterial Highways Arterial highways are major thoroughfares which are not limited access. While they carry large amounts of vehicular traffic, they are also traveled by pedestrians and often have businesses and residences alongside the right of way. Travel times, when available, on these roadways are calculated by electronic toll tags or cellular readers, when a vehicle passes through a segment, the time between reading devices is calculated and a travel time computed. Arterial highways which fall under the jurisdiction of the RTMC present unique challenges in incident management because information is typically less complete (regarding directions and lane blockage) and there is often no way to verify with devices. It is the responsibility of each Operator to monitor the Florida Highway Patrol live crash report website for incidents on arterial highways. If information is limited, the Operator should kindly ask a dispatcher to update the RTMC when a trooper arrives on scene. Some crashes may be handled by local police or sheriff agencies, if this is the case, the Operator should find the appropriate contact information for that agency in the workstation handbook or on the R-


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Drive. Communication with these local law enforcement agencies will allow us to provide better information to the traveling public via our 511 system. We also have access to secondary traffic information sources such as Google Traffic and WAZE. For more information on using these secondary traffic information sources please reference Section 6.2. Arterial highways are served by camera devices at major intersections and detour signs on typical detour routes. These devices provide a great deal of support for major incidents both on arterial and interstate highways. For example, the use of detour signs helps motorists follow the appropriate detour.

3.6. Active Arterial Management Traffic Management Center The Active Arterial Management TMC (or AAM TMC) is located across the hall from the Orlando RTMC. FDOT District 5 contracted out the management of certain arterial roadways to 2 different teams in an effort to improve the movement of traffic along these key corridors that are near Interstate 4. The AAM Operators are able to assist with notifying local agencies about the potential influx in traffic on their roadways and suggesting different traffic signal timing plans to alleviate congestion. For more information on the AAM TMC please see the AAM TMC SOG in the related folder on the R-Drive.


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4. System Operations SunGuide is the primary operating software for RTMC operations. All SunGuide Operator features are accessible by right clicking on the Operator Map. When this is done, a menu will appear over the map, from which the Operator can select the desired feature to work with.

4.1. Event Manager The Event Manager, also known as EM, in SunGuide is one of the fundamental tools used in day to day operations in the RTMC. Understanding the Event Manager and its functions is an integral part of performing operations correctly. This section will cover the Event Manager in detail.

4.1.1 Event Manager Window The event manager window brings together a number of important tools which help facilitate incident management. Located on the green navigation bar at the top of the window are a number of tabs; these will open important tool such as the Automated Vehicle Locator/Road Ranger panel (AVL/RR) which provides the Operator with information on the location of each Road Ranger, which truck they are in, their call-sign, and their segments. Opening the Audit tab allows for an Operator to make adjustments to timestamps in the event that there was an incorrect timestamp saved within an event. One of the most important tabs in the event viewer is the primary one, the event list. This window lists events which are active with lane blockage, active without lane blockage, unconfirmed, unresolved, and closed. Incidents can be arranged a number of ways, but the default settings arranges them by event number. Operators may also filter events so that only that Operator’s events show in the list.


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4.1.2 The Event Process

Events are the basic tool of incident management. Each event allows for the input of critical details such as location, lane blockage, and comments from the Operator. Each event has an Event ID, a unique identifier number with which that event can exist in the system. The event process is the steps taken to create, maintain, and close out an incident that occurs on any District 5 covered roadway.

The Event List (pictured above) is the central point for most of the incident

management activities. This tool allows the Operator to create events,

monitor alerts, and interface with multiple subsystems.


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There are several ways to create a new event in SunGuide, but the two manual event creation processes involve the following:

From the Event List window click on Add Event. o Fill in the Event Type, Notifying Agency & Contact, and the Status o Click Add Event.

OR

Right-click on the Operator Map in the location of your event and select Add New Event… from the Event Management section.

o This will open a new Event within SunGuide. Your location will be auto-filled in based off of where you right-clicked when adding the new event. Verify the location.

Following the procedures above creates a new blank event, depending on which options were selected for notifying agency and notifying contact, FHP may be marked as notified, or a Road Ranger marked as on scene. The next step would be to add the location (this step is already done if you selected to add a new event by right-clicking on the Operator Map) information into the event. With a location in place, it is then possible to enter lane blockage information if lane blockage exists. With lane blockage added, the event is ready to publish to the 511 system. It is prudent to note that not every event needs to be published. Events for disabled vehicles or crashes which pose no significant impact on the roadway need not be published. However, any event with active travel lane or ramp blockage, road work or those evens which have an impact on the roadway, must be published. All events which are published, except for road work, must be republished every 30 minutes (or as event details such as congestion or lane blockage change) until the conclusion of the event. Other pertinent details, such as responder arrival and departure times, Road Ranger dispatch, weather conditions, types of injuries, types of vehicles involved in an incident, nearest CCTV, and linked Events should be completed to the degree which information is available. Detailed comments with available information are especially valuable, as they may provide clarification when Events are reviewed by Central Office or at Traffic Incident Management (TIM) Meetings. For specific procedures related to Event Management please reference the Event Management folder on the R-Drive.


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4.1.3 Predefined Plans Some incidents or events happen so frequently, that response to these incidents or events have become formalized. A variety of predefined plans exist which have certain response elements incorporated into them. Predefined plans can send messages to a number of DMS instantly once activated. To add a predefined plan to an event, ensure all details of the event have been properly entered. Click Save, Get Response at the bottom of the event. When the Response Plan Editor opens, click Load Predefined and choose the plan you wish to activate. Then click Accept. Activate the plan and all DMS in the plan will be activated and logged in the comments. To blank all DMS simultaneously, click Terminate Plan. Plans can also be created and saved for easy access when events are expected to occur regularly over a period of time. For a list of useful predefined plans, see the Predefined Plan Manager in SunGuide. For more Predefined Plan related documentation please reference the Event Management folder on the R-Drive.

4.1.4 Event Chronology Report and Audits Events consist of critical incident details which FDOT and other agencies may want to review. At any time and for any reason, event transcripts can be pulled and reviewed. This is why a high degree of professionalism and detail is vital to the validity of each events. While there is a plethora of useful information contained within the predefined structures of each event (i.e. lane block, responder times, etc.), one of the most useful pieces of information is the comments from the Operator. Detailed comments provide the most useful insight into the event which helps the reviewer understand the event better. A high degree of detailed commentary is essential for major incidents; this helps to communicate strengths and weaknesses of each agency, key issues for redress, and helps to form best practices. It is also prudent to use good judgment in what is entered into each event. While useful information and storyline are important, it is best to refrain from frivolous or trivial commentary, or to make rash implications. Comments should be limited to matters of fact, initial and continuous reports from official and reputable sources, or other pertinent information regarding the incident. Remember, SunGuide reports are documents used to formalize and perpetuate knowledge in the course of official business by a state agency; as such they are subject to FSS 119.

4.2. Incident Detection 4.2.1 Detectors


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Detectors play a vital role in the intelligent transportation systems network. These devices are constantly measuring important data, such as roadway speed, volume, and occupancy. This data is used in a variety of ways to supplement Operator capabilities. In one method, data collected from detectors is compared to established thresholds, when those thresholds are exceeded; an alert is generated which the Operator must handle. These are known as Transportation Sensor Subsystem (TSS) Alerts. When thresholds are exceeded, the Operator may also notice a change in color on their SunGuide speed map; this is another tool to help gauge traffic conditions. In another method, detector data is collected and analyzed by SunGuide, and is then formed into a travel time for a specific link. These travel times are then available on FL-ATIS and FL511.com and are also sent to specific DMS. Travel times are updated every minute. As mentioned, detectors collect three types of important data:

Speed – Detectors can measure vehicle speeds by lane. Clicking on a detector icon will open that detectors’ detailed information panel. Here it is possible to view average speed for 1 minute (top bold number) and the speed over the last 30 seconds (bottom number). Using cameras to determine speed is deceiving, in this regard, Operators should use detector data when attempting to determine speeds.

Occupancy – This is defined as the percentage of time that vehicles are in the detection zone. Occupancy rates in the 10% to 15% range are good indicators that congestion is building. Close attention is required in these sections to ensure a timely response. Traffic can very quickly change from traveling at the posted speed limit to stop-and-go conditions. Below, lane 1 indicates an average occupancy of 5%, traffic is flowing smoothly here as indicated also by the speed of 67MPH.

Volume – This is the number of vehicles traveling in the lane during the last 30 seconds. For lane 1 in the example below, there were 4 vehicles in the last 30 seconds. This would mean that the current flow of traffic is 480 vehicles per hour (4X120). Flows of 12 vehicles per 30 second periods indicate that the lane is nearing capacity; these lanes should be monitored closely.


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4.2.2 Detection on CFX (Central Florida Expressway) On the CFX toll road network, travel time data is calculated by radar detectors, similar to I-4 and I-95 detection and AVI detection. AVI (Automatic Vehicle Identification) detection readers are more commonly known as license plate readers. On the CFX roadway network, the AVI’s operate by detecting the passage of the Sun-Pass/E-Pass transponders. The same data that is gathered via speed radar speed detection can be gathered off of these AVI readers. When congestion or heavy volume occurs on the CFX network, the network automatically applies a Traffic Alert message to the appropriate DMS. This automation does not mean there is nothing to do for these roadways; Operators need to continuously monitor the CFX detectors in CFX SunGuide, OPD and FHP websites for reported incidents. Operators are responsible for creating Congestion Events within SunGuide and reporting incident information to FL-ATIS just as they would for any FDOT roadway.

4.2.3 System Generated Alerts SunGuide receives data continuously from multiple devices, in the process of analyzing this data; the system will create alerts for the Operator. Alerts help facilitate incident detection in a timely fashion, so that Operators may respond to incidents appropriately.

TSS Alerts – Transportation Sensor Subsystem (TSS) Alerts are generated when data gathered by detectors is compared against established thresholds, when those thresholds are exceeded, an alert is generated.

o Speeds that stay above an average of 55MPH will show green lanes on the Operator Map and not produce TSS Alerts.

o Speeds that drop below and stay somewhere between 35MPH and 55MPH will show yellow lanes on the Operator Map thus an initial indicator of congestion building.

o Speeds that drop below an average of 35MPH will show red lanes on the Operator Map and produce TSS Alerts in SunGuide.

For information on how to handle TSS Alerts within SunGuide please reference the Event Management folder on the R-Drive.

4.2.4 Externally Generated Alerts SunGuide receives events from external sources such as Florida Highway Patrol. Alerts help facilitate incident detection in a timely fashion, so that Operators may respond to incidents appropriately.

FHP Alerts – These alerts are pulled directly from the FHP Live Crash Conditions website. They are pulled for incidents containing I-4, I-75, I-95, FDOT’s coverage of SR-528 and all CFX covered roadways (SR-408, SR-414, SR-417, SR-429, SR-451, and SR-528 in Orange County) as the location descriptor. This means they can also be pulled if that roadway is


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only referenced as a cross street. FHP Alerts have valuable information associated with them, such as trooper dispatch and arrival times, dispatcher comments, and incident location. Because FHP Alerts operate off of GPS coordinates, creating events directly from these alerts can result in incorrect direction or reference point (usually by 1 or 2 miles). In this respect, it is always recommended that the Operator check for accuracy with events created directly from FHP Alerts.

For information on how to handle FHP Alerts within SunGuide please reference the Event Management folder on the R-Drive.

NWS Alerts – SunGuide is capable of receiving alerts generated by the National Weather Service (NWS). When these alerts are configured to populate in SunGuide, it is the responsibility of the Operator to verify conditions via camera. In areas where camera coverage is limited or non-existent, no response shall be taken due to the inability to confirm when the conditions have cleared. NWS Alerts can be generated for the following types of weather:

o Tornado Watch or Warning o Fog o Hurricane o Tropical Storm

*NWS Alerts are not configured to populate in D5’s current version of SunGuide. We monitor weather by access local news sites.

For more information on how to monitor weather, and handle NWS Alerts when configured to populate within SunGuide, please reference the Event Management folder on the R-Drive.

Wrong Way Driver Alerts – CFX has deployed Wrong Way Driver (WWD) equipment at various ramps along their roadway network. This WWD equipment is designed with 2 sets of detection devices located at the bottom of an exit ramp (near the surface street) and at the top (near the expressway). When the first set of devices are triggered a “lite” alert is sent to the monitoring software BlinkLink and a set of red flashing WRONG WAY signs are activated on the ramp. These “lite” alerts are often caused by maintenance personnel, traffic on the ramp, vehicles being detected on the surface street, and vehicles that self-correct. When the second set of devices are triggered a “hard” alert is sent to BlinkLink causing an audible alarm to sound alerting the Operator that immediate attention is required. These “hard” alerts are typically caused by vehicles that have indeed driven the incorrect direction on the ramp in question and have failed to self-correct their direction of travel after the first set of devices.


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For More information on accessing and monitoring the BlinkLink software and operational response to WWD Alerts please see the CFX folder on the R-Drive.

4.3. Cameras

The Orlando RTMC operates over 500 Closed Circuit Television Cameras (CCTV). CCTV operations are particularly useful in determining the details of traffic incidents, and to monitor scenes to identify and help mitigate the effects of incidents on roadway traffic. Cameras which are directly available to the RTMC have pan, tilt and zoom features, as well as aperture and focus controls. All FDOT and CFX cameras do not record video. They are live streaming only. It is possible to capture screen shots of incidents for review or documentation purposes, but video is never recorded. General camera polices are as follows:

Do not direct towards a light source, such as the sun or highway luminaries. This will damage the camera after prolonged or repeated occurrences.

The height and zoom level of a camera will alter the Operator’s perception of how fast traffic is moving.

When using CCTV cameras and working with other Operators, do not override a camera’s control without asking permission from the Operator who is currently using that camera.

FDOT’s D5 Headquarters in Deland are able to view camera feeds. Whenever a viewable incident of moderate to severe impact occurs, it is necessary to switch these feeds into the Deland office.

4.3.1 CCTV Privacy Policy

The Privacy Policy is based upon two principles: 1. That an individual has a right to control the dissemination of his/her own personal

information. 2. That standards and controls in the collection, retention, use and disclosure of personal

information are mandatory. The following is the Orlando RTMC Protection of Privacy Policy as it relates to CCTV Camera Usage:

The CCTV system shall be operated by authorized Operators only. Operation of this equipment when in service by any other person is strictly prohibited.

CCTV cameras and related equipment (surveillance equipment) in the RTMC shall be used for traffic and incident management and information purposes only. This includes,


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but is not limited to, verification of incidents and traffic congestion, maintenance of traffic, disabled vehicles, environmental conditions, and emergency assistance. No one, including RTMC Operators and their Supervisors, shall use the system for any other purpose.

The authorized Operators shall obey all federal and state privacy laws. For example, surveillance of private property and use of the system with the intent of invading privacy of those individuals that could be observed through surveillance cameras is strictly prohibited, even as a demonstration of the system’s technical capabilities.

All requests from the media or general public for incident information shall be forwarded to the FDOT Project Manager.

Recording of CCTV video is not permissible. No recording devices shall be allowed to be connected to computer equipment or raw video feeds. In the event that FDOT request a camera be recorded please inform the RTMC Manager for guidance.

Zooming in of CCTV cameras: o CCTV cameras must not be zoomed in during routine traffic monitoring to the

extent that license plates and persons are identifiable. o When personal injuries or a hazardous materials spill are suspected in a traffic

accident, zoom in to collect the information required by FHP and EMS operators. o Immediately after an incident is cleared, return the camera to a wide-angle view

to observe traffic conditions. Return to one of the save Presets in SunGuide.

For additional information regarding CCTV usage, control and procedures please reference the CCTV folder on the R-Drive.

4.4. RTMC Videowall The RTMC videowall is a valuable piece of technology which helps Operators detect, respond to, and monitor incidents. The videowall is comprised of 20 flat panel televisions. The televisions are controlled by the Activu software and within that software, multiple layouts can be configured. The standard layout is 12 large screens and 32 small screens (16 on each end).

4.4.1 RTMC Video Switching Control Camera feeds can be changed on the videowall by using the Videowall Control in SunGuide. To do this, an Operator selects a camera they wish to view on the wall and drops it into the square they choose. It is helpful for FHP Dispatch to see incidents that they are responding to so prioritizing by severity and displaying those incidents on the larger, top televisions is optimal. It is also possible, and helpful, to remotely share video with other locations. When enabled, we are able


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to remotely drop cameras to a few other key locations such as the Daytona Traffic Management Center, the Emergency Operations Center and the Public Information Officer’s office. For more information regarding the Videowall please reference the Videowall folder on the R-Drive.

4.5. Electronic Signage 4.5.1 Dynamic Message Signs (DMS)

Dynamic Message Signs are the most visible aspect of RTMC capabilities. Like their static counterparts DMS are highly visible and relay valuable information to motorists and the advantage with dynamic signs is the ability to change the message. DMS have a wide array of use, but the main purpose of the DMS is to convey timely and important en-route and roadside information to motorists and travelers. By doing so, DMS enhance motorist safety; therefore, incident related messages have precedence over any other uses. FDOT’s guiding principles on posting DMS messages must conform to the Federal Highway Administration’s Manual on Uniform Traffic Control Devices (MUTCD).

4.5.2 DMS Stored Messages and Message Library SunGuide offers the ability to configure and store messages within each DMS. Almost all mainline DMS are stored with a configured travel time. This travel time message is set with an automated priority of 255 making it the lowest level priority message for these signs. Some DMS have a 2 page travel time and others have a 1 page travel time. The purpose of the 1 page travel time is to allow for custom messages to be merged with the travel time. This is mostly the case surrounding the downtown Orlando area. With routine congestion on weekdays, an Operator is able to merge custom congestion messages that are saved within SunGuide’s DMS Message Library with the automatically updating travel time. This allows for unique information dissemination providing a travel time and congestion next/ahead message to motorists. SunGuide also allows for a configurable DMS Message Library to house custom message templates and approved message types. The Message Library should be referenced each time an Operator is sending a message to a DMS. Appropriate templates should be followed and if unique situations occur where a template is not available, the Operator should seek guidance from the Shift Supervisor.

4.5.3 DMS Message Priority Levels DMS have a feature which allows the Operator to prioritize certain messages. Only the highest priority message will display, unless a lesser priority message is merged with the high priority


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message, all other messages will be queued. Using the proper priority for messages makes the process much more efficient.

Message Type SunGuide

Priority Level Notes

Unplanned Incidents w/ Lane Block 1 to 2 Crash, DAV, etc.

Planned Incidents w/ Lane Block 3 to 4 Road Work

Congestion, Visibility & Weather 5 to 7 Congestion before Weather/Visibility

Amber/Silver/LEO Alert 8 to 10 Use with Message Duration Feature

Safety Campaign & Other Requested Uses

11 to 14 Use with Message Duration Feature

Daily Safety Message 15 Changed Daily

Travel Time Message 255 Default Priority

Table 3 – DMS Message Priority Levels

Example: A DMS has a daily safety message (priority 15) and travel

time merged together. Congestion begins to form 3 miles beyond the

DMS. A congestion message (priority 5) is sent to the DMS and

merged with the travel time. Now the congestion/travel time

message displays and the daily safety message is queued.

4.5.4 Device Messaging

The Device Messaging Window within SunGuide integrates many features of DMS control. The device messaging allows the Operator to send messages to and blank the sign. From this window the Operator may also set the DMS to an active or out of service status. It also allows the Operator to view the sign’s queue, where it is possible to merge messages together. An Operator can filter by pre-saved groups, post messages to multiple signs at a time, quality check posted messages and blank multiple DMS at once.


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4.5.5 DMS for Safety Campaigns, Event Requests and Port Canaveral

From time to time, the RTMC will receive a request from FDOT Central Office to use DMS for safety or awareness campaigns such as Construction Work Zone Safety, Drunk Driving, or Move Over campaigns. These campaigns, when approved by Central Office, will have specific time restrictions which are typically off peak. These types of messages only get displayed for a pre-determined date range and on a smaller percentage of all DMS. They do not get posted on CFX DMS unless requested by CFX Authority. Certain events also require the need for specialized use of the DMS. Daytona Races and Beach Access and Capacity Levels are just a few examples of events which have required assistance from the RTMC in the past. When events require such DMS to display some particular information, the RTMC will be notified in advance and the RTMC Manager will develop an action plan. The action plan details time restrictions, the approved message, and other pertinent information regarding the request. The action plan is shared with all RTMC staff in advance of the event via email. Some DMS have a specific purpose; such is the case of the Port Canaveral DMS. These DMS are integrated into a static sign which has the cruise ship port terminal designation. Port Signs 1, 3 and 5 are for the A Terminal, while Port Signs 2, 4 and 6 are for the B Terminal. The Harbor


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Master at Port Canaveral Police Department is responsible for supplying the RTMC with an updated schedule of ships in port, at which terminals and on which dates. This information is cataloged in then catalogued for Operator access via the Cruise Ship Schedule spreadsheet on available on the R-Drive. These Port DMS do have the ability to be utilized for incident information if needed. For more information related to all DMS Policies and Procedures please reference the DMS folder on the R-Drive.

4.6. The Florida Automated Traveler Information System (FL-ATIS) aka 511 The Florida 511 System is a free service provided by the Florida Department of Transportation. Real time traffic information is disseminated to motorists in a variety of ways.

4.6.1 Florida 511’s Interactive Voice Recognition (IVR) / Telephone System Motorists can dial 5-1-1 from any phone and be connected to real time traffic conditions. Callers can navigate their way to the information they are seeking by way of voice recognition. Information becomes available on the Florida 511 System when an Operator at any of the RTMCs in the state activates a response plan within a SunGuide event with the 511 ATIS element selected. Therefore, only those events which are published to the Florida 511 System are relayed to motorists using the service. This helps to cut down on unnecessary information such as abandoned vehicles. The system also has a feature which allows callers to leave feedback about the service, or to report incidents which are not currently published to the system. When a feedback is received for an incident within District 5, the RTMC will receive a call from the office handling caller feedbacks (currently Jacksonville TMC/District 2) with the information.

4.6.2 Florida 511 Website FL511.com is essentially the Florida 511 System available via an internet browser. This allows motorists to plan ahead before leaving home by checking the website. The focal point of the website is a map which displays all published events as well as estimated travel speeds similar to the speed map on the SunGuide Operator Map. The map is configurable to show only items of which interest the individual user. FL511.com also allows visitors to see snapshots of camera feeds, updated every 10 to 20 minutes. An Incidents List and Message Signs List are also available with real time information giving motorists all the tools they need to plan smart.


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For motorists who want a customized report every time they use the service, there is the option to create their own user account. This option allows registered users to access customized routes and alert settings. Users can specify which routes they want to hear information for and set alert preferences such as text message or email alerts. Users can also register their mobile or land-line phone number and hear customized reports while calling from that number.

4.6.3 Florida 511 Application for Mobile Users Available in both the iTunes and Google Play stores, the Florida 511 app is downloadable to a motorist’s smart phone. Again, here they can customize their routes and alert settings making it easier for users to plan ahead. The Florida 511 app also includes text to speech read outs of incident information to allow for a hands free usage while traveling.

4.6.4 Floodgate and Banner Messages Floodgate messages are a feature in SunGuide which help get urgent messages out to motorists using the 511 telephone service. Floodgate messages are the only recordable messages available in the system. Recording a floodgate message has broader capabilities, allowing for the dissemination of more and broader information. Floodgate messages are used for a number of reasons, some of which are detailed below:

Incidents with all lanes blocked.

Incidents with complete ramp blockage.

Incidents with all lanes blocked, but traffic gets by on the shoulder.

To disseminate detour routes when the roadway is closed.

Amber/Silver/LEO Alerts issued for D5 or Statewide.

Coordinated or Planned Complete Road Closures.

During major events. Banner messages are the text version of the floodgate messages that get posted to the 511 website and app. Approved language and abbreviations are required to allow for the 250 character limit available when posting banners to the 511 website and app. For more information on posting Floodgate and Banner Messages please reference the 511 FL ATIS folder on the R-Drive.


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5. Incident Management 5.1. Standard Incidents

The vast majority of incidents encountered on a daily basis are quite standard. Those types of incidents have predefined procedures to ensure quick, efficient, and uniform response. These incidents can be divided into two categories: planned and unplanned. Planned Incidents are defined as events that are known in advance and may cause congestion or abnormal traffic patterns on area roadways. Examples of planned incidents include road work, maintenance activities or events such as concerts sporting events. If DMS messages will be displayed for a planned incident, the Shift Supervisor or Operations Manager will develop a DMS plan that will outline the RTMC response. Unplanned Incidents are defined as non-recurring events on or near the roadway that cause a reduction in roadway capacity or an abnormal increase in demand. Unplanned incidents include disabled vehicles, crashes, spilled cargo, or emergencies. Unplanned incidents are placed into one of three classifications depending on the severity of the incident. Incident classifications are covered in Section 5.3.

5.2. Mass Casualty and High Impact Incidents A Mass Casualty Incident (MCI) is an incident which overwhelms the capabilities of medical services and medical responders. Although MCIs are generally associated with catastrophic events such as building collapses and acts of terror, an actual MCI can be as simple as having 3 paramedics but 4 severely injured patients. High Impact Incidents are similar to MCIs in magnitude, but differ in meaning. Such incidents include a high impact to the physical roadway or the flow of traffic. These types of incidents can close a roadway for long periods or indefinitely while repairs or investigations take place. The term “high impact incident” is an RTMC-specific term and may not be recognized by other agencies. High impact incidents include:

Crashes including any of the following: o Fatality o Multiple Vehicles or “Pile Up” o Physical Damage to the Roadway

Fire Removal of Top Layer Compromising Guardrails and Barrier Walls

o Structural Damage to Infrastructure Fire Severe Damage to Support Columns


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Collapse

Acts of Terror o Attacks which disrupt the safe and orderly flow of goods and services on

roadways. o Attacks which are perpetrated to inflict death and serious injury.

Acts of Nature o Visibility issues relating to fog, smoke or smog. o Flooding o High Winds (such as Hurricane Force Winds)

5.2.1. Central Office Incident Notification Emails (COIN)

FDOT Central Office developed an executive level notification process for specific types of Mass Casualty and High Impact Incidents. If one of these incidents meets a predetermined set of criteria, an email is generated by the on-duty Shift Supervisor or Lead Operator. An email template exists that requires specific details to be input into data fields along with the inclusion of a screen shot of the incident if available. These Central Office Incident Notification, or COIN as the D5 RTMC refers to them as, emails must be sent within an hour of the start time of the incident meeting the listed criteria. These emails are received by high level FDOT and FHWA personnel so accurate information and timely execution are extremely important. For specific details regarding the COIN Emails please reference the Event Management folder on the R-Drive.

5.2.2. Rapid Incident Scene Clearance (RISC) Rapid Incident Scene Clearance (RISC) is a highly innovative program that supports Florida’s Open Roads Policy goal of safely clearing major highway incidents and truck crashes in 90 minutes or less. RISC was first implemented on Florida’s Turnpike Enterprise roadways and has since been expanded for statewide usage. This is an incentive-based program that requires specialized equipment and trained operators to quickly remove wreckage from the roadway, where major crashes close most lanes or cause significant travel delays. The RISC program is operationally managed at the District level. The RISC Contractor has the responsibility to respond to the incident within 60 minutes of the request for activation. Once on scene and provided a Notice to Proceed by the lead official on scene, the vendor will have 90 minutes to open the travel lanes for traffic. If the proper equipment arrives on scene within 60 minutes and the tower clears the travel lanes within 90 minutes, they are eligible for the bonus as outlined in the contract.


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Many times during major commercial vehicle crashes, trailers loaded with cargo are damaged and spill their loads onto the highway or adjacent areas. The RISC contract requires the vendor to have specified extra equipment on hand or available 24 hours a day/7 days a week to respond to the these major incidents. The tower can receive an extra incentive for the staging and/or use of this extra equipment in the incident clearance process. More information is to come on RISC as the program is developed and implemented into

District 5.

5.3. Level of Incidents Unplanned incidents are categorized by severity and are placed into one of the following 3 levels:

Level 1: Impact to the traveled roadway is estimated to be less than 30 minutes with no lane blockage – OR – impact to the traveled roadway is estimated to be less than 30 minutes with minor lane blockage.

Level 2: Impact to the traveled roadway is estimated to be more than 30 minutes but less than 2 hours with lane blockage, but not a full roadway closure.

Level 3: Impact to the traveled roadway is estimated to be more than 2 hours – OR – the roadway is fully closed in any single direction. Significant area-wide congestion can be expected.

5.3.1. SunGuide Incident Severity SunGuide will automatically assign an incident severity level based off of saved information within a created event. The Operator has the ability to change the severity level if needed. There are 4 severity levels in SunGuide and they change based off of lane blockage, they are:

Unknown: When an incident is unconfirmed and the impact level to the roadway is unknown, the Operator can manually select this severity level.

Minor: Event types with either no lane block, or shoulder(s) blocked, will stay within this severity level.

Intermediate: Events with one lane blocked will be changed to this severity level.

Major: Events with more than one lane blocked will be changed to this severity level. It is sometimes appropriate to edit the severity level based off of incident details. For example, if an incident has occurred with shoulder blockage that is causing heavy congestion, it is appropriate for an Operator to edit the severity level from minor to intermediate. If unsure of the appropriate severity level, the Operator should seek guidance from the on-duty Shift Supervisor or Lead Operator.


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5.4. Incident Response Responding to incidents is the primary focus of the RTMC. Communicating with the many different agencies that respond to incidents on our covered roadways allows for a coordinated response. Most responding agencies within District 5 respond with the intent of operating under the Open Roads Policy which provides quick clearance for safety and mobility.

5.4.1. The Open Roads Policy The Open Roads Policy is an agreement created between the Florida Highway Patrol and FDOT to expedite the removal of vehicles, cargo, and debris from roadways on the state highway system to restore, in and urgent manner, the safe and orderly flow of traffic following a motor vehicle crash or incident on Florida’s roadways. As this agreement was established, many other agencies such as local police departments and towing companies signed on to be a part of this movement. The basic concept of this policy states that initial traffic control for an incident will be established within 30 minutes of notification during the normal business hours of the responding maintenance company and within 60 minutes during the after-hours timeframe. Only required lane closures will be taken to conduct needed investigations, recovery and/or clean up. The ultimate goal is to have the roadway completely clear and open back to normal traffic flow within 90 minutes of the start of the incident. For more details on the Open Roads Policy please reference the Event Management folder on the R-Drive.

5.4.2. RTMC’s Response to Incidents The majority of incidents which the RTMC will respond to occur on a fairly common basis, and because of their frequency, procedures have been put in place to ensure quick, efficient and uniform response to these incidents. Below are the event types that response procedures have been created for.

Abandoned Vehicle: This event type should be used for any incident that can be described as an abandoned vehicle along one of our covered roadways. Typically these are marked (or “red tagged) by our Road Rangers and the event status is changed to Unresolved until the vehicle is removed from the roadway. When applicable, we save camera presets so that Operators can periodically check the status of the abandoned vehicle. Once the vehicle has been removed from the roadway, the Operator closes the event and deletes the camera preset.

Amber Alert: This event type should be used when FDLE activates an Amber Alert. All details involving vehicle information, missing child, etc. should be included in the event


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details and comments section. You will post DMS for FDOT D5 through the event by using a predefined plan.

Bridge Work: This event type is not frequently used, but can be selected when/if a bridge is ever being worked on. It can be published to FLATIS 511 if the work entails lane blockage or is causing an issue to traffic.

Congestion: This event type should be used for any congestion that builds on a covered roadway. If the congestion is caused by an incident, then the congestion should be included in the incident’s event, whatever type it may be. Once all responders have left the incident scene, and congestion remains, then the Operator clones the Crash event, changes the event type to Congestion and follows the congestion until it clears.

Crash: This event type should be used for any incident that can be described as a crash involving one or more vehicles. Crashes may or may not contain lane blockage.

Debris on Roadway: This event type should be used for any debris that is present on a covered roadway. The debris may or may not contain lane blockage.

Disabled Vehicle: This event type should be used for any incident that can be described as a disabled vehicle along one of our covered roadways. The disabled vehicle may or may not be causing lane blockage.

Emergency Vehicles: This event type should be used for any incident containing multiple emergency vehicles out on the roadway. It can be used to describe unique incidents where we do not have a more applicable event type available. This event type may or may not contain lane blockage.

Evacuation: This even type should be used during evacuations of areas that are part of our covered roadway network. During this type of event please seek assistance from RTMC Management.

Flooding: This event type should be used when water is present on the roadway in such a way that it is causing an issue for traffic. This event type could require lane blockage, publishing to FLATIS 511 and notification to an Asset Maintenance Contractor.

Interagency Coordination: This event type should be used when you have an official detour set up due to a serious crash on one of our covered roadways. For example, I-75 NB is closed at MM 327 due to a vehicle fire crash involving a fatality. You have a vehicle fire event for this crash. FHP informs they will close the roadway for a detour I-75 NB at MM 321. This event type should be selected as Interagency Coordination.

LEO Alert: This event type should be used when FDLE activates an LEO Alert. All details involving vehicle information, missing child, etc. should be included in the event details and comments section. You will post DMS for FDOT D5 through the event by using a predefined plan.

Off Ramp Backup: This event type should be used when we have congestion that starts on an exit ramp and backs down onto the Interstate. These types of events should stay


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as Off Ramp Backup until the congestion spreads across all travel lanes and/or backs up for more than a mile.

Other: This event type should be used for incidents that do not fit into any other category. For example: Test event, Plane landing, etc. You will want to describe in the event’s comments section what the details of the event actually are.

Pedestrian: This event type should be used when there is a pedestrian walking on one of our covered roadways. These event types do not get published to FLATIS 511.

Police Activity: This event type should be used for incidents involving a criminal aspect. They will typically have multiple law enforcement vehicles on scene and may or may not contain lane blockage.

PSA: This event type should be used for Safety Campaigns. When posting DMS through Predefined Plans for Safety Campaigns you should select an event type of PSA. You should always select the event location as the RTMC (SR-436 NB at Kalmia Dr). These event types do not get published to FLATIS 511.

Road Work-Emergency: This event type should be used when emergency lane closures are required to repair the roadway. Emergency lane closures often occur outside of normal roadwork hours which are overnight between 10pm – 6am.

Road Work-Scheduled: This event type should be used for scheduled road work. See the weekly road work document for a list of current, scheduled road work.

Silver Alert: This event type should be used when FDLE activates a Silver Alert. All details involving vehicle information, missing child, etc. should be included in the event details and comments section. You will post DMS for FDOT D5 through the event by using a predefined plan.

Special Event: This event type should be used for events that occur related to public venues. You will likely only use this event type if you’re activating DMS through a predefined plan for events at the Daytona Speedway, Citrus Bowl, Amway Arena, Dr Phillips Center, etc. These types of DMS usage MUST BE APPROVED by the District Traffic Operations Engineer (DTOE).

Vehicle Fire: This event type should be used for incidents involving vehicles that are on fire.

Visibility: This event type should be used when smoke is causing an issue on one of our covered roadways. If you publish this event type to FLATIS 511, it will read as “Incident in XX County…”

Weather: This event type should be used for weather related incidents (rain, fog, tornadoes, etc.) You will use this event type when posting the Rain Messages on DMS through a predefined plan.

Wrong Way Driver: This event type should be used when we experience a wrong way driver incident. Wrong Way Drivers will typically be reported by Law Enforcement or


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through our BlinkLink software if on applicable roadways. You will want to ensure you notify FHP (or appropriate Law Enforcement) and any Road Rangers in the area.

For detailed procedures on handling different event types please reference the Event Management folder on the R-Drive.

5.4.2.1. Road Work (Scheduled vs. Emergency) Road Work makes up a large part of the RTMC’s overnight event activities. As time progresses changes are made to the roadways to meet the needs of the motoring public, maintain the integrity of the roads themselves and accommodate the changing geographical environment. The RTMC monitors ongoing and upcoming road work projects to provide incident management during the scheduled lane closures. Scheduled lane closures are typically posted to certain websites and email notifications are received via our D5 RTMC email account so that we can prepare our Current Weekly Road Work documents. These documents are created on Fridays for the following week and they are separated by day of week. The RTMC Manager or Supervisor are responsible for keeping these documents up to date. Unscheduled (or emergency) road work is that which occurs outside of normal road work hours and without pre-scheduled documentation. Reasons that emergency road work could occur are pothole repair, damage to asphalt from crashes or fires, damage to bridges or retaining walls, etc. These types of road work typically result in coordination with law enforcement and the RTMC so proper TIM response can occur. To see the current weekly construction documents, information on creating these documents and material related to managing road work events please reference the Construction & Road Work folder on the R-Drive.

5.4.2.1.1. I-4 Ultimate Project The I-4 Ultimate project began February 1st of 2015. This project is a Public Private Partnership (PPP or 3P) between FDOT and SGL (Skanska Granite Lane). This project is important for Central Florida as will makeover 21 miles of I-4 from west of Kirkman Road in Orange County to east of SR-434 in Seminole County. The project is not only widening I-4 to add express lanes, but it is also focusing on correcting several problem areas plagued by grade inclines/declines, sharp curvature, and bottlenecks. The project is slated to last 5 years, ending in 2021, resulting in a completely new stretch of roadway through downtown Orlando. I-4 Ultimate presents operational differences in that there are built in performance measures placed upon the many agencies working underneath this project. For example, the I-4 Ultimate Road Rangers are required to respond to all incidents within 30 minutes of notification.


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Because of this fact, the RTMC does not dispatch this set of Road Rangers. That action is handled by the consultant providing Road Ranger coverage under this project, ICA. The RTMC is responsible for providing notification via telephone call to the ICA Dispatch Center at their 24/7 hotline contact number: 844-865-2674. For more details on I-4 Ultimate Road Ranger coverage please reference Section 5.6.1 of the SOG. Also contracted out under this project are the ITS and Roadway Maintenance Contractors. Again, performance measures requiring specified response times are placed upon these contractors and therefore this is handled separately. The RTMC is responsible for notifying the listed ITS and Roadway Maintenance Contractors regarding any issues that arise pertaining to either field. ITS Maintenance is notified via email notification and the MIMS software and Roadway Maintenance is notified by contacting ICA, the same contact for Road Ranger services (see above). More details on notification to the I-4 Ultimate ITS Maintenance Contractor are available in Section 5.7.2.1 (Email Notification) and Section 6.3 (MIMS). Also available on the R-Drive, the I-4 Ultimate folder hosts more detailed contact information, maps detailing coverage limits, and a helpful Q&A document.

5.5. Interagency Coordination 5.5.1. Clear Speak / Plain Language

Employment at the RTMC exposes one to a system of codes and signals used by law enforcement, Road Rangers and dispatchers. It is acceptable to speak in codes and signals within the bounds of the RTMC, some codes and signals are almost necessary to know. However, when interacting with other agencies outside of the RTMC, it is absolutely necessary to use what is known as clear speak or plain language. That is speaking without codes or signals in a plain language that anyone can understand. The reason for using clear speak or plain language when communicating with other agencies is because there is no uniform standard for codes and signals and one code or signal used by the RTMC may mean something completely different to a local police or fire department. Clear speak or plain language is a requirement of the National Incident Management System and the Incident Command System when agencies communicate with each other. For purposes of clarification, the code and signal system used by the RTMC is the same code and signal system used by FHP and Road Rangers.


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For a list of approved signal and codes see the Appendix, Section 5.5.1.

5.5.2. Law Enforcement Agencies The RTMC receives calls daily from local law enforcement agencies to assist in a variety of capacities. Often, motorists with a disabled vehicle may call 911 or a non-emergency line and receive a local police department or county sheriff; this is the nature of the bulk of law enforcement calls. Law enforcement agencies also request Road Ranger assistance for maintenance of traffic (MOT) at accident scenes, or may have a DMS request. The RTMC Operator is also responsible for notifying law enforcement agencies and/or fire departments when incidents occur that require a police or emergency responder presence. For a list of law enforcement and fire department offices please reference the Contact Numbers folder on the R-Drive.

5.5.3. Fire Rescue The RTMC will at times receive calls from, or make calls to, a county or municipal fire rescue department. When contacting a Fire Rescue line, be prepared. It will likely be an emergency line. Have all pertinent information written down and ready to disseminate to the dispatcher or call taker. If an Operator is calling because that Operator saw an incident occur, or because a Road Ranger requested assistance from Fire Rescue, it is necessary to explain that circumstance. Operators seeking information about an incident should NOT call a fire rescue line, instead they should call a county sheriff or municipal police non-emergency line, and in most cases these entities operate joint dispatch centers.

5.5.4. Maintenance Contractors Many incidents will require the notification of asset maintenance contractors, whether they are required to provide MOT, assist in closing the roadways to detour traffic, or to repair the roadway, it is the responsibility of the RTMC to notify them. When notifying these contractors, be sure to notify the correct contractor, some roadways have multiple contractors for different segments. It is also necessary to have all information read to be disseminated to the contractor. When a roadway needs to be shut down, it is necessary to inform the appropriate maintenance contractor where the road is to be shut down, and any ramps that may need to be shut down to prohibit access to the scene. Failure to communicate such information can prolong incidents and closure times.


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Maintenance should be immediately notified for incidents that are likely to last more than 30 minutes and where a Road Ranger is on scene or when roadway damage has occurred. Specifically for I-4, the Maintenance contractor is responsible for relieving the Lynx Road Rangers past 30 minutes for MOT during lengthy incidents. The purpose of this is to relieve the Road Ranger so they can continue to patrol the interstate and assist other motorists. For detailed lists of coverage and current Maintenance Contractors along with procedures on notifying them, please reference the Maintenance folder on the R-Drive.

5.5.5. State and Local Emergency Operations Centers (EOC) The Orlando RTMC is in the business of incident management. Traffic incidents are managed by the RTMC much like emergencies are managed by Emergency Management Offices and Operations Centers. When large scale incidents occur, such as wildfires, hurricanes, hazmat incidents, and severe traffic crashes, the Emergency Operations Center (EOC) of that jurisdiction may be activated. EOCs are a focal point where resource coordination and incident management occur and it is where NIMS and the National Response Framework learned about in the FEMA courses each Operator participates in happen. EOCs activate according to the severity of an incident. When a hurricane strikes, all emergency support functions (ESFs) are activated. ESFs are groups of like categories, such as fire rescue, EMS, public works, FDOT and Lynx. Each department or agency which has a stake in that jurisdiction sends a designee to the EOC during activation. That designee handles all requests for their respective departments and makes requests of other departments, effectively; incident management and resource coordination are facilitated here. The RTMC may not have much contact with EOCs during standard operations. However, during full activations, or partial activations with regards to roadways monitored by the RTMC, communication with the activating EOC may be frequent. The RTMC regularly receives emails in the D5 RTMC email account regarding such events so it is important for the Operators to periodically check the email account for such information. For more information on the D5 RTMC email account reference Section 5.7.1 of the SOG.

5.5.6. FDLE Missing and Endangered Persons The Florida Department of Law Enforcement issues missing and endangered persons alerts for children (AMBER), the elderly (SILVER), and suspects who have harmed law enforcement officers (LEO). The criteria for issuing alerts are listed below:



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AMBER Alert

SILVER Alert LEO Alert

Is there a missing child?

Is there a missing and endangered elderly person?

Is there a suspect wanted for severly or fatally injuring a law

enforcement officer in the line of duty?

Is there a vehicle involved?

Is there a complete vehicle description, including a license plate number?

Table 4 – FDLE Alert Criteria

It may be evident after seeing the criteria that a vehicle with a complete description must be involved for the RTMC to activate an Alert. When an Alert is activated, there are several key steps to responding properly. It is key to note that the District 5 RTMC is the main hub for all TMCs in the state when it comes to disseminating the Alert information, both activations and cancellations. Once received, the D5 RTMC is responsible for notifying all other TMCs in the state of Florida. In addition to disseminating the information across the state, the RTMC is then responsible for posting DMS messages and potentially a 511 floodgate and banner message if needed. A log of all Alerts is kept along with a SunGuide event to reference back for historical data. For more details on the proper procedure of activating or cancelling an AMBER/SILVER/LEO Alert please reference the Alerts folder on the R-Drive.

5.5.7. Other Traffic Management Centers There a total of 7 Districts in the state of Florida, each having at least one Regional TMC located within it. Florida’s Turnpike Enterprise has two of its own TMCs and a few Districts have more than one location as well. The Orlando RTMC regularly communicates with the other TMCs in the state for various reasons: Alert Activations/Cancellations, incidents that occur on/near District boundaries, assistance with Floodgate/Banner posting, etc. The RTMC’s contact with the county and municipal TMCs is less frequent, but typically revolves around traffic detours, signal timing at exit/entrance ramps, surface road incidents, etc. The different areas within our District have traffic engineering departments that can assist in such matters. They are often referred to as the county or city’s names TMC, Public Works Department for the county, and/or the Traffic Engineering Department.

5.5.7.1. Active Arterial Management Center


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The Active Arterial Management Center (AAM TMC) is located across the hall from the D5 RTMC. FDOT contracted out the management of certain arterial roadways to 2 different teams in an effort to improve the movement of traffic along these key corridors that are near I-4. The AAM Operators are able to assist with notifying local agencies about the potential influx in traffic on their roadways and suggesting different traffic signal timing plans to alleviate congestion. In addition to the AAM Operators, each team has a Signal Timing Engineer on staff that helps to develop new traffic timing plans based off of the different corridors current usage and needs. Below is a list of their currently covered roadways.

HNTB Team Atkins Team

407-736-1902 407-736-1901

M-F 6:00AM - 10:00PM M-F 6:00AM - 10:00PM

Sat-Sun 8:00AM - 8:00PM Sat-Sun 8:00AM - 8:00PM

Covered Roadways: Covered Roadways:

SR-50 from Fairvilla - Ferguson JYP from SR-50 - US-17/92

JYP from SR-50 - Sand Lake SR-414 from US-17/92 to Bear Lake

Kirkman from Carrier - SR-408 SR-50 from Kirkman - Fairvilla

Sand Lake from Turkey Lake - Jetport SR-50 from Ferguson - SR-436

US-17/92 from Firehouse - Beresford Edgewater from SR-50 - Aiport

OBT from Lee - SR-50

SR-434 from Calumet - US-17/92

SR-436 from SR-434 - US-17/92

Table 5 – AAM TMC Operations When an incident occurs on one of these covered roadways during the AAM TMC’s hours of operations it is important to notify the appropriate team so that they can assist in the incident response process. Should the incident occur outside of the AAM TMC’s hours of operations, the Operator should reach out to the appropriate listed local agency. That contact information can be found in the Maintenance folder on the R-Drive.

5.5.8. Media Outlets Several local media outlets have direct connections through our servers to view our camera feeds. This is how they are able to do traffic reports while showing live camera images. This can sometimes cause news stations to call into the RTMC to ask questions about incidents. Please see Section 2.7.6 should this occur.


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Each District in Florida has a Public Information Officer (PIO) that is a correspondent between the Department of Transportation and the media. This individual will often send out incident information and seek updates from the RTMC during major events. District 5’s PIO will often call into the RTMC to report incidents or seek updates on major crashes so please be aware of their responsibility with FDOT. You can find the current PIO’s information in Section 2.7.6.

5.6. Road Rangers – A Free Service

5.6.1. Purpose and Role

Road Rangers are a free service provided to motorists along different portions of roadways within District 5. The purpose of the Road Ranger service is to render aid to stranded motorists on these covered, limited access highways. Road Rangers can help fix flat tires, make small repairs, dispense limited quantities of fuel, and help motorists who have more disabling vehicle issues to get in contact with a wrecker service. Road Rangers can also transport motorists and pedestrians off of their covered roadways at their discretion and with the permission of their respective governing agencies.


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In addition to motorist aid, many emergency responder agencies request Road Ranger assistance at the scene of a vehicle crash, and often Road Rangers are the first to arrive. By deploying cones and activating special arrow boards on their trucks, a Road Ranger can warn approaching traffic of a hazardous situation. They can also provide initial assessment of injuries and needed responders making it easier for the appropriate agencies to respond to the scene. The role of the Road Ranger is to continuously ensure roadway safety by helping stranded motorists get back on their way, and by assisting agencies in their MOT when incidents occur. Below is a breakdown of Road Ranger covered roadways within District 5.

Road Ranger Coverage

Roadway Mile Marker Coverage Agency

I-4 MM 58-MM 72 Lynx

I-4 MM 72-MM 98 ICA*

I-4 MM 98-MM 132 Lynx

SR-408 MM 0-MM 24 CFX**

SR-414 MM 4-MM 10 CFX**

SR-417 MM 5-MM 38 CFX**

SR-429 MM 11-MM 34 CFX**

SR-451 MM 0-MM 2.5 CFX**

SR-528 MM 8-MM 31 CFX**

SR-528 MM 31-MM 54 None

I-95 MM 160-MM 298 None

I-75 MM 306-MM 374 None Table 6 – Road Ranger Coverage

*The I-4 Ultimate project contracted out its portion of roadway coverage to ICA. **The mile marker coverage listed here are the D5 RTMC’s responsibility. The CFX Road Rangers also patrol

the remaining portions of these roadways reporting back to the Turnpike TMC.

The different Road Ranger agencies have different hours of operations and preferred contact methods. For specific hours of operations please reference the following folders on the R-Drive: I-4 Road Rangers, CFX/Road Rangers, and I-4 Ultimate.

5.6.1.1. Communication via SunGuide


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All Road Rangers have the ability to communicate with RTMC Operators via a tablet in their truck connecting them directly with SunGuide. For Lynx and CFX Road Rangers it is accepted practice to communicate incident information in this manner, but with ICA Road Rangers patrolling under the I-4 Ultimate project it is not. All communication to their Road Rangers must occur through their dispatch center via a telephone call. Similarly, when the ICA Road Rangers must communicate information back to the RTMC it is done so via telephone call from the ICA dispatch team to the RTMC Operators. Each Road Ranger truck is equipped with an Automated Vehicle Locating (AVL) device providing accurate GPS locations of each truck when logged into SunGuide. Through SunGuide’s Event Management subsystem an Operator can create an event and dispatch the appropriate Road Ranger unit based off of segment coverage and proximity to the incident. When this is done, the event information appears on said Road Ranger’s tablet in his truck alerting him to a new incident. The Road Ranger is then able to perform different actions from that point on. He/She can set themselves en-route to the incident, they can arrive themselves on scene, they can save activity details and comments, and they can depart themselves when they leave the incident. All of these actions can also be performed by the Operator within the event. For procedural information on how to dispatch Road Rangers via SunGuide’s Event Management susbsytem please reference the RR Interactions Guidelines folder on the R-Drive.

5.6.1.2. Communication via State Law Enforcement Radio System (SLERS) The Statewide Law Enforcement Radio System (SLERS) is a secured unified radio network which operates on the 800 MHz frequency dedicated for public safety. IT serves over 15,000 radios in the state of Florida including Road Rangers. Operating a radio on the SLERS constitutes strict guidelines. All RTMC staff undergo the SLERS background check mentioned in Section 2.5 because of the use of this radio system. Utilizing this radio system to communicate with the Road Rangers is considered the first and best line of communication. This is due to the fact that it allows for all listeners to the specified radio channel and talk group will be aware of their peers’ locations and types of calls. During emergency situations it also can function as a great coordination and communication tool providing quick response for requests of law enforcement or medical assistance.

Operating Rules and Regulations The Federal Communications Commission (FCC) sets all two-way radio use rules. Two-way radio equipment users should be familiar with the basic rules and requirements:


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Never interrupt a distress or emergency message. (FCC Rule Violation)

Never use profane or obscene language.

Never send false call letters or distress/emergency messages. (Federal Law Violation)

All messages must be brief and limited to the business need.

Never send personal messages, unless in an emergency. (FCC Rule Violation)

Radio Etiquette

Remain professional and courteous at ALL times.

Avoid unrelated subjects or information.

Keep messages short and concise.

Refrain from using slang terms.

Speak clearly.

NEVER use profanity.

Ensure channel is clear before transmitting; wait approximately 15 to 30 seconds between each attempt to contact a mobile unit or base station unless circumstances dictate otherwise.

Use a 1 second pause after pressing the push-to-talk button before you begin speaking. For more information on the use of the RTMC handheld radios please reference the RR Interaction Guidelines folder on the R-Drive.

5.6.1.3. Communication via Cellular Push-To-Talk Device The RTMC uses 2 different cellular Push-To-Talk devices. There is a cellular phone provided by the I-4 (non-Ultimate) Road Ranger units and there is one provided by the Expressway Authority Road Ranger units. Each phone uses a different cellular provider carrier and they do not allow for communication across devices. These cellular push-to-talk devices are available as a backup to the FHP handheld radios. There are areas of poor reception on both networks and having a backup avenue for communication is key to ensure a constant connection. These push-to-talk phones also serve as a way to discuss further incident information and details that may not be suitable for the FHP radio channel. Contact information for each agencies units are saved within their respective devices. For effective operations it is important that these devices are always charged and within range of their respective workstations to ensure the Operator is able to hear the incoming calls.

5.6.2. Motorists’ Abuse of Service The Road Ranger program offers an invaluable service to stranded motorists, but from time to time, abuse of the free service does occur. Each Road Ranger has the right to refuse service to


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a motorist in regards to suspected abuse of the service or when a motorist is combative, hostile, or in similar circumstances. One of the easiest ways to spot an abuse by a motorist is to enter their license plate number into the vehicle descriptor in SunGuide. If that license plate number has been entered before, a hyperlinked number will show under the “match” column. This number indicates the number of events that license plate has been associated with, clicking the link will open a dialogue box which lists the events. The Operator may then click an event and open it to see the pertinent details of a call. If abuse is suspected, notify the Road Ranger and the appropriate responding law enforcement agency. For specific instructions on how to verify a motorist’s license plate within SunGuide please reference the RR Interaction Guidelines folder on the R-Drive.

5.7. Stakeholder Notification It is important for the RTMC to notify stakeholders when incidents could potentially affect their area. All stakeholder notifications should occur after initial response has taken place.

5.7.1. Email Notifications aka Paging The RTMC is responsible for sending out email notifications, also commonly referred to as pages, for certain types of incidents. This is to inform different agencies of road closures, ITS issues, maintenance needed, etc. It is proper procedure to page out when an incident occurs, is changed, or has ended. The RTMC currently uses the FDOT email system as the email notification agent. The RTMC is equipped with a main email account and each individual Operator is provided their own email account as well. Both email accounts are configured to receive updates regarding several different items (construction updates, Alert information, procedural changes, feedback, etc.). It is common procedure that all Operators log into their personal email accounts upon the start of their shift. Each Operator should check for any new correspondence related to operations and respond accordingly. Each Operator should also monitor the D5 RTMC Inbox as well periodically checking for new information and to ensure that incident notifications/pages are up to date.

5.7.2. Available Distribution Lists The RTMC uses specific distribution lists when sending out incident pages. All RTMC distribution lists begin with the following heading: D5-RTMC… When searching for the appropriate distribution list, you can use that as a means to filter and find your desired list.


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For specific details regarding available distribution lists and when to utilize said DLs please reference the RTMC Information Folder on the R-Drive.

5.7.2.1. TIM, SYS and EVT Emails When sending a page, the RTMC will choose from one of three categories: Traffic Incident Management, System Issues, and Event information. Respectively, these categories are often referred to as TIM, SYS, and EVT. One of these 3 acronyms will be the subject line of all email notifications an Operator sends regarding incident information, system issues and Alert information. Below is a breakdown of the 3 different types.

TIM = Traffic Incident Management = Any time an incident occurs with lane blockage, a TIM email will be sent by the responding Operator. This email will be sent at the start of the incident, as the incident changes (more or fewer lanes blocked), and as the incident is cleared.

o For lengthy incidents with no changes, the responding Operator is responsible for sending an update email stating that the incident is still ongoing every 1-1.5 hours.

SYS = System Issues = Any time there is an issue with SunGuide, the ITS network, RTMC hardware, ITS devices, etc., the Operator is responsible for sending a notification email to the appropriate distribution list explaining the issue. This email should be sent at the start of the issue, when updates are made available, and when the issue has been resolved.

EVT = Event = Any time an AMBER/SILVER/LEO Alert is activated, the RTMC is responsible for sending out a page with this subject line. These types of emails will be sent at the activation of the alert, if there are any updates to the alert, at the 6-hour cancellation, and when the alert is cancelled.

For specific details on what to include in these email pages please reference the following documents on the R-Drive:

TIM Emails for Lane Blockage Events

EVT Emails for Alerts

SYS Emails for System Issues

5.8. RTMC Emergency Operations Plan The RTMC Emergency Operations Plan is designed to provide instruction to RTMC staff during declared emergencies. Declared emergencies can be any of the following, but are not limited to:

Severe weather (hurricanes, tornadoes, flooding, etc.)


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Damage/Closure of building and facilities

Evacuation due to eminent danger within the building The RTMC operates devices which can be useful to convey information, but also gather information during emergencies. Each Operator will follow the chain of command during an emergency situation by reporting to their Lead Operator and Supervisor jointly. Any calls received or sent shall be made by those with knowledge and authority to make or receive such calls, usually the RTMC Manager, but also the Supervisor when the Manager is not available. If you are directed to make a call, make sure you have the proper information. This is intended so that no information is omitted or misrepresented. The RTMC may receive information and requests from many entities during an emergency. Any such requests must adhere to FDOT policy. The key to responding effectively is consistency, requests which would violate FDOT policy but warrant merit, as well as requests you are unsure of, should be forwarded to the RTMC Manager. It is vital to capture names, agency information and contact numbers in this case.

5.8.1. Scope of Response During an emergency situation, the RTMC will:

Continue to provide timely and accurate traffic information.

Post DMS messages with approved emergency information.

Post Floodgate/Banner messages with approved emergency information.

Utilize available resources to assist responder activities.

Communicate with responding agencies to exchange relevant information.

Follow the National Incident Management System (NIMS).

Utilize the chain of command to ensure that management is consistently aware of each new development and that Operators are working efficiently.

5.8.2. Staffing Requirements

During certain emergency situations, it will be necessary for employees to either shelter in place, or be available and designated as emergency personnel. This will usually occur during a hurricane or similar situation. Employees will be required to shelter in place when conditions become too dangerous for the employee to safely travel to/from the RTMC. The RTMC Manager or designee will make the final decision on whether employees must shelter in place. This decision is made based off of a variety of information provided by FHP, Road Rangers and the National Hurricane Center. The location of the storm in addition to the travel routes of employees are considered when


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deciding if sheltering in place is needed. Any employee who violates the shelter in place directive is subject to disciplinary action up to and including termination. Employees who wish to be designated, or are designated by authority of the RTMC Manager, as emergency on-call personnel, will be required to report to the RTMC for the duration of the emergency event when activated. This typically happens during large events which are forecast to occur, almost always a hurricane situation. When activated to report to the RTMC for such an emergency, the Operators should respond prepared. FEMA advises that a person be self-sufficient for a period of at least 72 hours. Keep in mind that after a storm roads may be impassable and businesses may be closed for many days and access to basic necessitates may be limited. The RTMC building is equipped with a generator, ice machine, lavatories and showers, as well as vending machines, refrigerators, and microwave ovens. However, it is advised that when reporting to the RTMC for such an emergency, each Operator should have:

Cash on hand.

A full tank of gas in their vehicle.

Any necessary medications for 3 days.

Drinking water sufficient for 3 days.

A change of clothes.

A towel should the shower facilities be used.

Essential toiletries. Every reasonable effort will be made to keep emergency personnel on a maximum of 12 hour shifts; however, Operators should be prepared to be at the RTMC longer if roads are impassable or replacement staff are not available.

5.8.3. Evacuating the RTMC While unlikely, in the event that an evacuation is required of the RTMC, the Operators on duty are required to follow key procedures to ensure a safe exit is made. For security purposes these procedures will not be made public in this document, but are available in the RTMC Information folder on the R-Drive. Satellite operations are available via the District Office in DeLand, but coordination with the Department is required to initiate that response. During an evacuation it is imperative that key personnel and agencies are notified immediately so an appropriate response can be implemented quickly and efficiently. Again, this information is available via the RTMC Information folder on the R-Drive.


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6. Quality Control 6.1. At the Workstation

Providing effective quality control of operations is extremely important to ensure that accurate information is be provided to the traveling public. For that matter, each Operator is responsible for completing an hourly check of devices and incidents associated with their assigned workstation on each shift. These checks allow for identifying issues with the ITS network, software performance and ongoing management of current incidents. It is understood that the ability to complete all checks, every hour will greatly depend on workload vs. available staffing. During times of high volume workload, the on-duty Supervisor or Lead Operator will be responsible for prioritizing the steps in these checks and performing the quality control check for the Operators. Detailed reference guides are available for the different workstations and they should be referenced every shift to ensure that the quality control process is followed and effective. These workstation shift guides list out what actions should be taken upon initial log-in and set up at the start of a shift, what actions should be taken within the first hour of a shift, what actions should be completed hourly, what actions should be completed for every incident, and what actions should be completed at least once per shift. A general synopsis of these workstation shift guides includes:

Visual check of all displayed DMS messages.

Call and listen to all 511 messages.

Check SunGuide Event List for active events.

Visual check of SunGuide devices on Operator Map.

Monitor www.FL511.com website. For assistance in completing the QC checks please refence the Workstation Guides located in the RTMC Information folder of the R-Drive.

6.2. Secondary Traffic Information Sources Throughout District 5 there are several roadways, mostly State Roads and US Highways that do not have ITS device coverage available to verify possible incidents. Because of this fact, the RTMC utilizes secondary traffic information sources.

6.2.1. Google Traffic The most popular secondary traffic information source the RTMC references is Google Maps. Google Traffic as it also commonly referred to as is simply the use of Google Maps with the traffic feature enabled. This data is collected from GPS enabled Google Maps from mobile phone users. All of the motorists driving send anonymous bits of data back to Google

http://www.fl511.com/


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describing average speed along with a location. An Operator can reference Google Traffic for congestion verification and also use it as an incident confirmation tool. An Operator can reference the area of a reported incident on the Google Traffic Map and if delays are building in that area, it is reasonable to assume that the reported incident is indeed present.

6.2.2. WAZE In a partnership with FDOT, Waze.com is integrated into SunGuide. Waze data is generated from crowd sourcing based off of the mobile app users who have downloaded this application. Motorists can “like” existing listed incidents located on their route or they can report new incidents as they drive around the state. As incidents are “liked” by more and more app users, the confidence level of the incident rises. Once the confidence level reaches a specified threshold in SunGuide, the incident will populate as a flashing icon on the SunGuide Operator Map. This is designed to draw the attention of the Operator thus prompting a response. Details available within the SunGuide Waze alert are limited so confirming location, incident type, and potential lane blockage is typically required by contacting the responding law enforcement agency. To use this site an Operator simply accesses the Live Map on the Waze website. Again, this should be used as a secondary traffic information source. For more detailed operational procedures on Waze and its integration into SunGuide please reference the SunGuide Information folder on the R-Drive.

6.3. Maintenance and Inventory Management System (MIMS) The Maintenance and Inventory Management System, or MIMS as it is commonly referred to as, is used by FDOT and their ITS maintenance contractors to track all ITS device related issues. As part of this process, the RTMC completes a nightly system check of all ITS devices creating and updating trouble tickets as needed for issues found. MIMS is also used to report network outages throughout District 5’s ITS network. As the ITS maintenance contractors respond to trouble tickets and correct issues, they will contact the RTMC to verify that the affected devices are now operational. If they are, the ITS maintenance contractor will request the RTMC Operator “check off” the associated MIMS ticket. For more information on how to create and “check off” MIMS tickets please reference the Maintenance folder on the R-Drive.


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7. Information Technology Policy Requirements 7.1. Introduction

The Florida Department of Transportation’s (FDOT) traffic management centers (TMC) operate Florida’s state roadways. Each TMC is equipped with mission critical assets that must be protected from unauthorized and inappropriate access, usage, and theft. The TMC’s standard operating procedures are responsible for implementing ways to protect these assets. Several relevant policies and statutes are critical for explicit inclusion into the TMC Standard Operating Procedures statewide. They are listed in the following subsections along with implementation guidance for the TMC to comply with the relevant policies and statues. This policy guidance applies to: ITS facilities and ITS information technology resources. A transportation management center is a building housing at least one FDOT owned work station permanently connected to the ITS Network for purposes of operating the Freeway Management System. ITS Information Technology Resources are computer hardware, software, networks, devices, connections, applications, and data owned, operated, leased, or managed by the ITS operations.

7.2. Physical Access Controls 7.2.1. Policy Statement

Rule Chapter 71A-1, Security Policies and Standards, Florida Administrative Code (F.A.C.), requires: information technology resources be protected by physical controls; agencies implement procedures to manage physical access to information technology facilities; and, physical access to central information resource facilities be restricted to authorized personnel. Furthermore, Policy number 001-325-060, Security and Use of Information Technology Resources, requires: information be created and maintained in a secure environment and safeguards be established to ensure the integrity and accuracy of department information that supports critical functions of the department.

7.2.2. Policy Implementation Controls Requirement The traffic management center shall implement building and other access controls to protect the TMC and other assets.

7.3. Internet Monitoring 7.3.1. Policy Statement

In accordance with Policy Number 001-325-060 Security and Use of Information Technology Resources, employees are prohibited from using IT resources for accessing, sending, storing,


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creating or displaying inappropriate materials including, but not limited to gambling, illegal activity, sexually explicit materials or materials that include profane, obscene or inappropriate language, or discriminatory, racial, or ethnic content.

7.3.2. Policy Implementation Controls Requirement The traffic management center shall implement controls for accessing the Internet. These controls shall restrict access to inappropriate materials as defined above. A commercial web filtering product configured to deny access to these sites shall be in place as one of these controls.

7.4. Public Records Law 7.4.1. Policy Statement

Chapter 119, Florida Statute (F.S.) defines a public record as “all documents, papers, letters, maps, books, tapes, photographs, films, sound recordings, data processing software, or other material, regardless of the physical form, characteristics, or means of transmission, made or received pursuant to law or ordinance or in connection with the transaction of official business by any agency. In addition, all state, county, and municipal records are open for personal inspection and copying by any person and providing access to public records is a duty of each agency. Rule Chapter 71A-1, F.A.C., requires: agency computer users follow agency established guidelines for acceptable use of email and other messaging resources. Furthermore, Policy number 001-325-060, Security and Use of Information Technology Resources prohibits the use of non-departmental email systems (ie AOL, MSN, Yahoo mail) through the department’s network, unless it is specifically approved with Form 325-080-001., Acquiring Information Technology Resources. It also states that in cases where personal e mail accounts are utilized for Department business purposes, copies of any email must be forwarded to an official e-mail account.

7.4.2. Policy Implementation Controls Requirement The traffic management center shall implement controls that fulfill requirements of Chapter 119 Florida Statutes (F.S). Where personal e mail accounts are utilized for Department business purposes, copies of any email must be forwarded to an official e-mail account. The use of non-departmental email systems (ie AOL, MSN, Yahoo mail) through the department’s network, is prohibited unless it is specifically approved with Form 325-080-001., Acquiring Information Technology Resources.

7.5. Password Complexity Requirements 7.5.1. Policy Statement


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Rule Chapter 71A-1 F.A.C. defines a complex password as having at least 8 characters and being comprised of at least 3 of the following categories: uppercase English letters, lowercase English letters, numbers 0-9 and non-alphanumeric characters. The rule also states that user accounts will be authenticated, at a minimum, by a complex password.

7.5.2. Policy Implementation Controls Requirement The traffic management center shall implement controls requiring complex passwords that comply with the requirements in Rule Chapter 71A-1 F.A.C at a minimum.

7.6. Disaster Recovery Plans 7.6.1. Policy Statement

Rule Chapter 71A-1, F.A.C., requires “information technology resources identified as critical to the continuity of governmental operations have documented disaster recovery plans to provide for the continuation of critical agency functions in the event of disaster.”

7.6.2. Policy Implementation Controls Requirement The traffic management center shall have a Disaster Recovery Plan in place that defines how to continue to operate traffic in the event that the primary TMC facility is no longer able to operate traffic.

7.7. Adherence to District Information Technology Resource Usage Policy 7.7.1. Policy Statement

Rule Chapter 71A-1,F.A.C., states that “ the information security policies and standards of this rule chapter apply equally to all levels of management and to all members of the workforce.” This rule chapter also states that “each agency shall develop, document, implement, and maintain an agency wide information security program. The goal of the information security program is to ensure administrative, operational, and technical controls are sufficient to reduce to an acceptable level risks to the confidentiality, availability, and integrity of agency information and information technology resources.” Policy number 001-325-060, Security and Use of Information Technology Resources applies to all department information technology resources that access, process, or have custody of data. This includes all owned, leased and contracted services involving mainframe, microcomputer, distributed processing and networking environments. The policy requires department information technology resources be used for department business and each individual with authorized access to the department’s information technology resources follow the policy and all information security standards and procedures.

7.7.2. Policy Implementation Controls Requirement


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The Department’s Policy number 001-325-060, Security and Use of Information Technology Resources fulfils Rule Chapter 71A-1 F.A.C. TMC staff shall be furnished this policy, and will sign and date a statement indicating they have read and will follow this policy. Completion of annual computer training addressing these computer security issues also meets the intent.


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Appendix 2.4 RTMC Staff

2.4.2 RTMC Supervisor The RTMC Operations Supervisor shall manage all RTMC Operators and be responsible for the management of their respective duties as well as oversight of the day-to-day operations on a 24/7 basis. This will require on-call status during non-working hours. The RTMC Operations Supervisor shall respond to any calls during non-working hours within 15 minutes of notification. This position will include the development of protocols, standard operating procedures, and ensuring compliance with DEPARTMENT and CFX guidelines and practices. Duties include, but are not limited to the following:

Facilitate operations by guiding critical RTMC operation decisions, developing special events response plans, guidance during severe events and generating severe event response reports.

Coordinating RTMC activities by assisting in the management of responses to disasters and high profile special events, accommodating the data/video needs of special agencies and third parties such as the DEPARTMENT or CFX's media partners.

Balancing workloads of the RTMC staff by instructing staff to assist others as required, by assigning reporting tasks during off-peak times and by ensuring that staff resources are being utilized effectively and efficiently.

Presenting operational staff with an understanding of their role in the overall context of transportation systems, providing them with incentives to perform day-day tasks.

Assist VENDOR Project Manager in keeping DEPARTMENT informed of the status of current efforts and all problems for which their assistance is required.

Maintain advanced knowledge of the operations and procedures of all RTMC ITS systems and train staff accordingly.

Developing protocols, procedures, training materials and conducting staff performance evaluations.

Create and implement a schedule for the entire staff.

Gather incident information to be sent to the Traffic Incident Management Coordinator at the DEPARTMENT or CFX representative.

Provide assistance and disseminate pertinent information to the entire staff to ensure that active incidents are handled efficiently and in accordance with the DEPARTMENT's guidelines and procedures.


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Responsible for messages being placed on DMS and 511 for all active incidents. Provide input on and coordinate all other preplanned DMS and 511 messages from DEPARTMENT/construction/other agency coordination meetings.

Responsible for the personnel issues of the entire staff.

Provide regular input on overall performance of the RTMC staff including continuous improvement feedback from lessons learned.

Ensure that the database of past incidents is properly maintained.

Ensure the RTMC operations are conducted within the parameters of SOG, DEPARTMENT, and CFX policies as well as industry standards.

Provide the updates of the RTMC SOG including any new policies, directives, and guidelines issued by the DEPARTMENT.

Prepares monthly reports of performance measures for the DEPARTMENT and any additional reports as requested by the DEPARTMENT and CFX.

Generate daily equipment/system failure logs identifying the specific device or system function that requires maintenance for CFX and the DEPARTMENT when requested.

Recommends potential modifications or new features to the DEPARTMENT and CFX ITS systems that may improve RTMC operations.

Monitors the FHP CAD system.

Continually check the accuracy and validity of all information on the District 5 511 system (511, FL511.com).

Assists in public relations activities, such as RTMC tours and media inquiries as approved by the Department.

2.4.3 RTMC Lead Operator

The Lead RTMC Operator shall oversee operations, directing RTMC Operators and assuring all incidents are handled according to DEPARTMENT and CFX policies. Additionally, the LEAD RTMC Operator shall assist operators during busy times, check all paperwork, check all data entry and verify ITS Devices and systems are operating properly. The Lead RTMC Operator shall be responsible for the principal monitoring of the roadways including detecting, confirming, updating and responding to scheduled and unscheduled traffic events, congestions and travel time imbalances in the geographical coverage area with monitoring and/or surveillance capabilities. The Lead RTMC Operator shall provide quality assurance on the day to day handling of all events in the RTMC. Duties include, but are not limited to the following:

Facilitate operations by guiding critical RTMC operation decisions, developing special events response plans, provide guidance during severe events and generate severe event response reports.


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Primary contact for two-way communications flows with external agencies including those by voice, mail, fax, Internet and other electronic data.

Facilitate in the information exchange between the RTMC operators and on-site FHP staff, ensuring that all operators are aware of relevant information pertaining to their respective systems.

Assist managers in training of staff.

Assist managers in conducting staff performance evaluations.

Complete checklist at the beginning of each shift. Exchange information with the Lead Operator you are relieving at the beginning of your shift as well as who relieves you at the end.

Alert operators to new memorandums, procedures, policies, and special projects and requests.

Ensure that workers are alert and focused during their shifts and that all incidents are monitored on a continuous basis.

Convey a professional attitude and work ethic, and set private examples for system operators.

Assist operators in every aspect of their duties.

Resolve problems and staff complaints.

Sit in for system operators when they are on break.

Supervise transition period between shifts to ensure pertinent information (e.g.: open incidents, equipment status, staffing, etc.) is transferred from on crew to the next.

Involved in and/or aware of each incident that occurs on the shift.

Continually verify that every RTMC DMS has the correct spelling displayed.

Troubleshoot computer equipment failures, prior to contacting DEPARTMENT.

Dispatch Road Rangers and assist Road Rangers with other tasks, such as phone calls, etc.

2.4.4 RTMC Operator

The RTMC Operator shall operate various RTMC system workstations and monitor traffic conditions. Duties include, but are not limited to the following:

Operate various computer-based traffic management systems to manage traffic and incidents on roadways and improve traffic conditions.

Monitor roadways via CCTV surveillance cameras and detection systems.

Monitor all ITS devices and computer equipment associated with the system.


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Maintain advanced knowledge on the operation of all ITS equipment, computers and software associated with the RTMC systems.

Utilize ITS equipment for incident management and the improvement of travel time, safety, and quality of life of the traveling motorists and toll customers.

Continually check the accuracy and validity of the messages displayed on all DMS and 511.

Aware of all 511 messages broadcasted on a particular system.

Enter incident information into computer systems using RTMC software.

Become familiar with the roadways and understand the purpose and location of each ITS device (i.e. DMS, detector stations, CCTV, and 511).

Alert operator staff to new and existing memos.

Use SOG to detect, dispatch, monitor, and document roadway incidents.

Confer with RTMC partners (FHP, DEPARTMENT and CFX On-Call staff, Road Rangers, Local Law Enforcement, Fire Rescue, etc) as well as adjacent Traffic Management Centers or other FDOT Districts to coordinate resources for incidents that may affect regional travel.

Dispatch Road Rangers and assist Road Rangers with other tasks, such as phone calls, etc.

2.8.4 Shift Change


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2.9 Incident Command System and National Incident Management System FEMA Course Certification As part of the RTMC Operator training process FDOT requires that all staff complete the below 4 online courses. These courses detail the Incident Command System (ICS) process. It offers you another perspective related to traffic incident management. IS-100 Introduction to Incident Command System http://training.fema.gov/EMIWeb/IS/courseOverview.aspx?code=IS-100.b IS-200 ICS for Single Resources and Initial Action Incidents http://training.fema.gov/EMIWeb/IS/courseOverview.aspx?code=IS-200.b IS-700 National Incident Management Systems (NIMS), An Introduction http://training.fema.gov/EMIWeb/IS/courseOverview.aspx?code=IS-700.a IS-800 National Response Framework, An Introduction http://training.fema.gov/EMIWeb/IS/courseOverview.aspx?code=IS-800.b When accessing these courses you will want to go through the interactive web-based course before you take the final exam. Once you've successfully completed the exam you will receive a certificate of completion. Please be sure to print this certificate. If a replacement certificate is needed or one was never received, see below. http://training.fema.gov/IS/isfaqdetails.asp?id=31&cat=Certificate You can contact the Independent Study Program’s Customer Support Center at (301) 447-1200 or [email protected]. One of our Customer Support Representatives will look up your student record, verify your course completion and issue you a certificate via email. If you are emailing your request to [email protected], please provide your full name and the mailing address our office would have on record; this information is used to locate your training record in our database. Please be sure that you have added [email protected] to your approved senders list with your email client. 2.10 National Traffic Incident Management Responder Training This training was developed under the second Strategic Highway Research Program, commonly referred to as SHRP2, and is provided by the FHWA Office of Operations.

http://training.fema.gov/EMIWeb/IS/courseOverview.aspx?code=IS-100.b


http://training.fema.gov/EMIWeb/IS/courseOverview.aspx?code=IS-700.a


http://training.fema.gov/IS/isfaqdetails.asp?id=31&cat=Certificate





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The National Traffic Incident Management Responder Training was created by responders for responders. This course provides first responders a shared understanding of the requirements for safe, quick clearance of traffic incident scenes; prompt, reliable and open communication; and motorist and responder safeguards. First responders learn how to operate more efficiently and collectively. The training covers many TIM recommended procedures and techniques, including:

TIM Fundamentals and Terminology

Notification and Scene Size-Up

Safe Vehicle Positioning

Scene Safety

Command Responsibilities

Traffic Management

Special Circumstances

Clearance and Termination

Telecommunicators Prerequisites for this course are suggested. They are:

IS-100 Introduction to Incident Command System

IS-200 ICS for Single Resources and Initial Action Incidents

IS-700 National Incident Management Systems (NIMS), An Introduction Upon completion of this course, participants will be able to:

Use a common set of practices and advance standards across all responder disciplines.

The National Traffic Incident Management Training Program equips responders with a common set of core competencies and assists them in achieving the TIM National Unified Goal of strengthening TIM programs in the areas of: Responder Safety; Safe, quick clearance; and Prompt, reliable and interoperable communications.

The target audience for this training is individuals from all TIM responder dicsiplines, including: Law Enforcement, Fire/Rescue, Emergency Medical Service, Towing and Recovery, Emergency Management, Communications, Highway/Transportation and Dispatch within States, regions and localities. To access and register the course, use the link below: http://www.nhi.fhwa.dot.gov/training/course_search.aspx?tab=0&key=133126&sf=0&course_no=133126

http://www.nhi.fhwa.dot.gov/training/course_search.aspx?tab=0&key=133126&sf=0&course_no=133126

http://www.nhi.fhwa.dot.gov/training/course_search.aspx?tab=0&key=133126&sf=0&course_no=133126


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Once registering, each participant will have 6 months from the register date to complete the course. If you do not complete the course within that timeframe your registration will be deactivated. Upon completion, please provide your certificate to RTMC Management.


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3.4 Toll Road Systems


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5.1.1 Clear Speak / Plain Language Signal Codes S-0 Armed and/or Caution S-1 DUI Vehicle S-2 Drunk Pedestrian S-3 Hit and Run Crash S-3I Hit and Run w/ Injuries S-3R Hit and Run w/ Roadblock S-4 Vehicle Crash S-4I Vehicle Crash w/ Injuries S-4R Vehicle Crash w/ Roadblock S-4P Vehicle Crash Patrol Car S-5 Murder S-6 Escaped Prisoner S-7 Fatality S-8 Missing Person S-9 Lost/Stolen Tag S-10 Stolen Vehicle S-10J Car Jacking S-11 Abandoned Vehicle S-12 Reckless Vehicle S-13 Suspicious (Specify) S-13P Suspicious Person S-13V Suspicious Vehicle S-14 Information S-15 Special Detail S-16 Obstruction on Highway S-16D Roadway Debris S-18 Felony S-19 Misdemeanor S-20 Mentally Ill Person S-21 Burglary S-22 Civil Disturbance/Disorder

S-22H Highway Violence/Road Rage S-23 Pedestrian/Hitchhiker S-24 Robbery S-25 Fire (Specify) S-25V Fire Vehicle S-28 Malicious Mischief/Vandalism S-30 Shooting S-31 Kidnapping S-34 Assault S-33 Battery S-37 Drug/Contraband Case S-38 Police Roadblock S-38X Police Roadblock Simulated S-40 Callbox S-40M Callbox Medical S-40P Callbox Police S-40S Callbox Service S-41 Sick/Injured Person S-41A Possible AIDS S-42 Assist Other Agency (Specify) S-43 Assist Public S-44 Suicide S-45 Officer Down S-46 Relay (Specify) S-47 Bomb Threat S-48 Explosion S-55 Incident (Specify) S-55A Amber Alert S-55H Hazmat Incident S-55P Recovered/Found Property S-55R Rock Throwing

S-57 Impersonating an Officer S-59 Injuries S-61 Past History (Specify) S-61F Past History Felony S-61M Past History Misdemeanor S-61V Past History Violence S-76 Disabled Vehicle S-76P Disabled Patrol Car S-76R Disabled Vehicle in Roadway S-99 Possible Computer Hit S-99C Confirmed Computer Hit


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Ten Codes 10-1 Receiving Poorly 10-2 Receiving Well 10-3 Stop Transmitting 10-4 Acknowledgement/OK 10-5 Relay 10-6 Busy 10-7 Out of Service 10-8 In Service 10-9 Repeat 10-10 Out of Service/Subject to Call 10-11 Dispatching too quickly 10-12 Officials or Visitors present 10-13 Condition of (Officer, weather) 10-14 Convoy or Escort 10-15 Prisoner in custody 10-16 Pick-up prisoner at (location) 10-17 Maintain surveillance, do not stop 10-18 Complete assignment quickly 10-19 Return to Station/Office 10-20 What is your location 10-21 Call Station/office by phone 10-22 Disregard 10-23 Standby 10-24 Trouble – Send Help 10-25 In Contact With 10-26 Message Received 10-27 Check license (Specify) 10-28 Check Registration (Specify) 10-29 Check for Stolen/Wanted (Specify) 10-29P Check for Wanted Person 10-30 Against Rules/Regulations 10-31 In Pursuit 10-33 Emergency Radio Traffic 10-34 Subpoena 10-35 Confidential Information 10-36 Correct Time 10-37 Operator on Duty 10-38 Block Roads/Waterways At

10-39 Message Delivered 10-40 Request Radio/Electronics Repair 10-41 In Possession Of 10-42 Out of Service/at Home 10-43 Any Information for 10-44 Pick-up papers at 10-45 Call… by phone at 10-46 Urgent 10-47 Reports 10-48 End of Message, Did you Receive? 10-49 Contact SO or PD Unit (Specify) 10-50 Stopping Vehicle/Vessel 10-51 En route 10-52 Estimated Time of Arrival 10-53 Coming to Station/Office 10-54 Negative 10-55 Mobile Unit Calling to Mobile Unit 10-56 Meet At 10-57 Departing Zone 10-58 Entering Zone 10-61 Service Needed Vehicle/Vessel 10-62 Aircraft Assignment 10-63 Request for (Specify), if not listed 10-63B Request for Chemical Test 10-63F Request for Plane or Helicopter 10-63K Request for Canine Unit 10-63P Request for Perimeter 10-63S Request for SRT 10-64 Radio Net Free 10-65 Can you copy? 10-66 Cancel 10-67 Driver/Operator License 10-68 Agency Meeting 10-69 Fire Truck 10-70 Send Wrecker/Tow Boat (Specify) 10-71 Send Ambulance 10-76 Switch to Channel… 10-77 Request Traffic/Boating Homicide


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10-78 Notification of Next of Kin 10-83 Meet for Work Break 10-88 At What Phone Can…. be reached 10-94 Request Routine Backup 10-97 Arrived at Scene 10-98 Completed Assignment 10-99 Unable to receive your signal 10-100 Alert Status/Remain in Contact 10-155 Private/Individual call – via 800

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