Captial District Transportation Authority

Central communications

Daily Procedures and expectations

Prepared by: Superintendent of Field Operations

Revised: November 23, 2007

Central Communications

Mission

The primary function of the Field Operations Unit is to ensure the protection of service. Central Communications(CENCOM) is the centralized service management network that executes this objective.

The principal responsibility of CENCOM is to monitor and regulate service, to minimize delays, and maximize service coverage in accordance with posted schedules. CENCOMis to protect service at a regional level by utilizing district resources while providing up to date service information for our customer service representatives, which will include route changes, service delays or deviations.

Responsibilities

All Supervisors/Dispatchers are to adhere to the following procedures for reporting current status changes and the possibility of service loss on a daily basis to Central Communications.

All Dispatchers should research, utilize, deploy, and exhaust all resources before distributing any open work to Field Operations. If unable to cover, the Field Operations personnel will then assume responsibility, cover and protect the service that appears to be jeopardized.

In the instances, that boarding/alighting becomes a safety concern for unruly behavior, capacity loads, crowd control issues, operator/patron dispute or any CDTA customer conduct matter, the Superintendent of Field Operations and Risk Manager must be immediately notified.

If any service disruptions, schedule adherence violations or complaints occur on contractual service or school trippers (but not excluding regular routes) Central Communications will immediately notify the Superintendent of Field Operations.

Supervisor/Dispatcher Responsibilities:

Each Dispatcher will initiate/conduct radio checks / public announcement checks and address any RTT, PRTT and Silent Alarm in the order that they appear. Each will continue to coordinate all service protection activities such as stub assignments, block reassignments & bus changes for their assigned routes.
Each Dispatcher will prioritize and protect all contractual service agreements and school trippers. This service requires daily monitoring through the MDCS online statistics and route/corridor display. The contractual services are as follows: 11 Ualbany, 16 OGS, 86 RPI, School Trippers.
Each dispatcher must report and submit documentation for any/all operator non-compliance related to missing or incorrect radio programming (block & operator/supervisor identification) and schedule adherence failures. All schedule adherence failures must be followed up on the Central Communications Operator Adherence Report and/or Central Communications OTP Checklist.
Each dispatcher is required to fulfill their monthly requirements of thirty-eight (38) pull-in/pull-out and five hundred & fifty (550) on time performance/GPS data checks. Each dispatcher will utilize the Central Communications OTP Checklist. All OTP checks must be grouped by route and submitted to the Superintendent of Field Operations.
Each dispatcher is required to randomly or by complaint complete twelve (12) Central Communication Operator Schedule Adherence Reports. All Operator Schedule Adherence Reports must be submitted to the Superintendent of Field Operations.
Each dispatcher will be assigned specific routes/counties of their choice with the exception of the Central Ave/Rte. 5 corridor.
The BRT/MDCS Analyst will be assigned to cover/document all activities the following (3) three routes: 1 Central Ave., 2 West Albany., 55 Albany/Schenectady and monitor Shuttle Fly activity.
The BRT/MDCS Analyst will be required to submit and email a weekly summary on route/operator performance.
Each Dispatcher will report any/all MDCS malfunctions directly to INIT and the IT Project Coordinator by completing in detail on the Central Communications MobileForm. In addition, the receiving dispatcher will immediately notify a field supervisor to complete a MDCS Service Performance Analysis Report. Upon verification of defect, the receiving dispatcher will generate a complete master list of MDCS defects on a daily/nightly basis for relief dispatchers and service crews.
Each Dispatcher will perform duties as an MDCS Analyst. The MDCS Analyst will generate detailed reports and spreadsheets for any data/software issues, schedule adherence inconsistencies, capacity load issues, equipment malfunctions (co-pilots and annunciator), operator compliance (failures and patterns), etc.
The BRT Dispatcher & TAG Coordinator will be responsible for disseminating service information to the Transportation Alerts Group and TMC on an hourly or as needed basis. When unavailable, the responsibilities and disseminations of hourly transportation alerts are to be conducted by CC1 or CC6.
The designated dispatcher and SPAR coordinators will conduct nightly radio silent alarm checks and maintain the Monthly Emergency Alarm Report. As a follow-up to a reported defect, the dispatcher will immediately coordinate with a Field Supervisor to generate a MDCS Service Performance Analysis Report. Upon verification of defect, the receiving dispatcher will update and complete the master list of MDCS defects on a daily/nightly basis for relief dispatchers and service crews.

Field Supervisors and Central Communications will enter all the follow reports on a nightly basis into the CAD/AVL:
Service Performance Analysis Report (entered by the reporting Field Supervisor, forward hard copy with incident log number to Field Operations Administrative Assistant)
Bus Shelter Maintenance Report (entered by the reporting Field Supervisor, forward original copy to Facilities Administrative Assistant and copy with incident log number to Field Operations Administrative Assistant)
Driver Problem Report (entered by Central Communications Dispatchers)

Prohibited Activity: Central Communications Dispatchers and Field Supervisors are prohibited from any\all silent alarm checks from 4AM-6PM.

Exception: INIT Technicians are permitted to conduct MDCS checks under the direction of Central Communications.

dAILY sTATUS REPORTING

A. Albany, Schenectady, Troy and Flexible Service Dispatchers will notify and update Central Communications of any/all the following as needed:

Open Work

Absenteeism Status

Equipment Status

Cover Operators & Stub Buses

Other Available Resources or Service Issues, etc.

Items of Note (i.e. special events, charters, etc)

Note: Actual time of notification from each division must be documented on the Daily Status Report. All status reports are required at 5:00AM, 1:00PM and 7:00PM or as needed.

B. All Safety & Training personnel will report/notify the following information to Central Communications at 2:00PM

Estimated Time of Arrival (ETA) and Current Location

Equipment-status report

Central Communications will document all information on the Daily Status Report MobileForm.
Central Communications will notify all Field Supervisors & Superintendents (via MDCS) of all information related to service disruptions. A status report must be transmitted on the supervisory channel (3) on a needed basis or at 7:00AM, 10:00AM, 2:00PM, 4:00PM and 7:00PM.

Reminder: All status reports to Field Supervisors must be transmitted via MDCS (INIT) on the supervisory channel. All Field Operations/Flexible Services personnel will utilize Communication Codes and Procedures for two-way (voice) transmissions.

Transportation alerts group (TAG)

In an effort to keep the organization and general public informed, Central Communications will provide an e-mail notification for all service disruptions and route changes.

Regularly scheduled day:

Three radio dispatchers will be in Central Communications between the hours of 5:00am – 9:00pm providing hourly notification of any service disruptions. After 9PM the Albany dispatcher will assume the responsibility and provide service notifications.

When the winter weather plan are in effect:

An additional dispatcher will be assigned to Central Communications to assist with answering calls and providing notification of re-routes, delays and service curtailments.
A representative from Business Development may be present in Albany Dispatch to assist with incoming calls and will update the company website.
The Superintendent of Field Operations or designee will be present at NYSDOT Traffic Management Center (TMC) and report all regional updates to Central Communications.
The Superintendent of Field Operations or designee may be present with the Albany Emergency Command Center and report all updates to Central Communications.

The flow of service communication is as follows:

The Field Supervisor will inform Central Communications of any/all service related delays or route deviations.

Central Communications will send out an e-mail notifying on an hourly basis to the Transportation Alerts Group of service delays, estimated duration, route deviations and/or service cuts.

Central Communications will print each service update and insert within the dispatcher package.

Note: Analyst will provide details such as time of update, expected/approximate length of detour, time of service cut –including the block and route affected; Advisories will begin no later than 5AM and updated as needed.

Business Development will then update the company website and will generate press release.

IT will update phone system.

operator notifications (all calls)

ADA Route/Bus stop Announcements

Effective April 1, 2006, Central Communications will routinely transmit voice “All Calls” to all operators with the following reminder:

Daily All Call Announcement

American Disabilities Act-49 CFR sections 37.167(b) and (c) requires the following:

Bus Stop/Internal Announcements - Operators are reminded that they must announce, all major bus stops, major intersections, transfer/connection points and any other bus stops that a customer ask you to announce.
Route/External Announcements - Any bus stop shared by more than one route, the operator is required to announce (externally) their assigned route and destination.
Operator Responsibility - All announcements must be made if the MDCS enunciator does not work properly. Operators are required and expected to “write up” any/all buses with malfunctioning MDCS enunciator in detail on the MDCS Drivers Problem Report and any defective P.A. (Public Announcement) equipment in the DVIR booklet.

Central Communications Dispatchers are instructed to transmit all of the above (in bold) at the scheduled times everyday. The times are as follows:

5:00AM, 7:00AM, 11:00AM, 3:00PM, 5:00PM, 8:00PM & 12:00AM

operator notifications (all calls)

Ramp and kneeler procedure

Daily All Call Announcement

Prior to pull out ALL operators are required to fully cycle and check their bus lift and ramp prior to pull out in addition to any equipment that is connected to the functioning of this feature. If an operator has any problems operating equipment, it must be reported to Central Communications when it occurs. Operators are never to leave the bus stop where a patron wishes to board without expressed permission of Central Communications or a Field Supervisor. Every attempt should be made to board the patron.

Procedure

Pre-Trip Inspections

ALL Operators are required to fully cycle and check their bus lift and ramp prior to pull out in addition to any equipment that is connected to the functioning of this feature: wheelchair areas, belts, and poles for manual operation. Report all defects immediately to both your dispatcher and maintenance foreman.

IN-SERVICE

All operators are required to pick up and alight any/all patrons using a wheelchair. Pull to the curb as close as possible. Render any assistance necessary to provide safe transportation of elderly and disabled customers. Operators will use the kneeling bus feature, lift or ramp for any customer requesting or appearing to require such assistance. It is the responsibility of every operator to see that patrons using a wheelchair are properly secured using the restraint clamp or belts. A patron using a wheelchair whose restraint clamp is properly secured on wheels should, in addition, always be asked if they want to use restraint belts. Patrons declining use of the restraint belt should be monitored during travel to make sure they stay secured.

PROBLEMS

If an operator has any problems operating equipment, it must be reported to Central Communications when it occurs and follow their instructions. Operators are never to leave the bus stop where a patron wishes to board without expressed permission of Central Communications or a Field Supervisor. Every attempt should be made to board the patron. The override systems should only be used to alight a patron and only with supervisory assistance and or instruction.

operator notifications (all calls)

arterial/highway breakdown procedure

Daily All Call Announcement

All Operators’ be advised, when conducting a bus changes on any highway such I-90 or I-797 must pull ahead of the broken down bus. To ensure safety for personnel, patrons, general public and emergency responders your cooperation and adherence to this procedure is required.

Procedure

The purpose of this notice is to clarify our procedures to be used when a CDTA bus is broken down on a limited access arterial (I-87, I-90, etc) or the dedicated ramps to/from the highway.

When a bus is broken down in an area as described above, the following procedure will be used:

Ask the bus operator for information on the vehicle problem, location (mile marker) number, and number of passengers.
Broadcast this information on the Supervisory Channel to all supervisors.
Determine the location of the nearest CDTA Supervisor and her/his ETA to the location.
If the supervisor can be there within five or so minutes, await her/his arrival before calling for a tow. If the supervisor is not in the immediate vicinity, advise maintenance personnel to call for a tow. Maintenance personnel are always to contact the “towing service” that is closest and/or will be able to respond fastest to the location.
If the bus has passengers on it get a replacement bus moving to the seen ASAP!
Call TMC (NYSDOT Transportation Management Center) and the appropriate NYSP unit and provide them with the information on the breakdown.
The Central Communication dispatcher will always notify the Field Operations Superintendent, Division Superintendent, Manager of Safety, and Director of Transportation when the bus is broke down on an arterial.
When the supervisor arrives if she/he will make a determination as to whether the bus can be safely moved off the highway, without a tow. The rule of thumb is that we will always call for a tow if moving the bus has a potential to cause injury (to CDTA personnel or customers or passing motorists) or result in the physical damage to the bus.
A bus broken down in an “unsafe” location is not to be moved without additional help present. (Wait for Supervisor or Police to arrive)
Passengers will never be transferred on the highway without a supervisor present and without Police or TMC/DOT assistance or without direct authorization from the Field Operations Superintendent, or the appropriate Division Superintendent, Director of Transportation, or Manager of Safety.
If the bus is being towed, contact the maintenance forewoman/foreman. Inform her/him of the situation and the expected time that the bus is expected to return to CDTA property.
The supervisor on the scene should insure that highway-warning markers are properly placed on the road. Supervisors while on an arterial should be wearing a safety vest.
The supervisor or mechanic will stay on the scene with the bus until all passengers have been transferred and the bus is being towed. When possible the supervisor or mechanic should follow the bus back to the property.

Emergency alarm procedures

Central Communications, STAR Dispatchers and Service Crew personnel will coordinate and conduct all Emergency Alarm checks on CDTA property for buses that are expected to remain in service after 8PM. Please review and adhere to the following changes.

Morning Shift: 4AM– 2PM

AM Pullouts – Conducted between 4AM & 7AM for Straight Day / Night Run only.

PM Pullouts – Conducted between 11AM & 2PM for Night Runs.

CC1, CC2 & STAR will conduct all Emergency Alarm checks on CDTA property 30 to 60 minutes prior to scheduled pullout.

CC1, CC2& STAR will document all completed checks on the Nightly Radio Check Sheet and Monthly Emergency Alarm Check Sheet.

Service Crew, CC1, CC2 & STAR personnel will conduct each Emergency Alarm prior to block / operator assignment and minimizing bus changes for known defects.

Service Crew personnel upon completion of Emergency Alarm check will verify that the electronic destination signs do not display “ Emergency Call Police – 911”. If so, Service Crew must reset by conducting an engine shut down.

Evening Shift: 7PM-11PM

CC4 & STAR – Conducted between 7PM & 9PM for pull-in buses.

CC4 & STAR will document all completed checks on the Monthly Emergency Alarm Check Sheet.

Service Performance Analysis Report (SPAR) Coordinators & STAR Supervisors will conduct each Emergency Alarm checks on CDTA property upon pull-in or bus housing.

Operator Notifications (ALl Call)

Engine Idling

Federal law requires that commercial vehicles be allowed to idle no more than five (5) minutes at any given point – no exceptions. CDTA buses will not be allowed to run at it’s facilities for more than 5 minutes while waiting for heat or air conditioners to get inside temperatures to their desired levels. This will also apply at all layover points.

Absent regulation, we should all do our best to conserve fuel whenever possible.

Central Communications & STAR Dispatchers will conduct operator notifications via all-call during peak and non-peak hours.

Bus engines must be turned off after idling for a maximum of 5 minutes for the comfort of the passengers and general public.
In extremes of temperatures it is permissible to exceed 5 minutes. Field Supervisors or Central Communications will determine if weather conditions justify exceeding the limit.

Operator compliance is required at all times. Individuals who choose not to comply subject themselves to disciplinary action and citation by police.

Operators who are cited by police take full personal responsibility for all consequences of their actions, including fines and disciplinary action.

Anytime you leave your bus during a layover it must be secured and the engine must be turned off.

Dispatchers are instructed to transmit all of the above (in bold) at the scheduled times everyday. The times are as follows: