Orlando Regional Traffic Management Center Standard Operating Guidelines
Florida Department of Transportation District 5
Orlando Regional Traffic Management Center
Standard Operating Guidelines
November 3, 2016
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Orlando Regional Traffic Management Center Standard Operating Guidelines
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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Orlando Regional Traffic Management Center Standard Operating Guidelines
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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Orlando Regional Traffic Management Center Standard Operating Guidelines
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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Orlando Regional Traffic Management Center Standard Operating Guidelines
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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Orlando Regional Traffic Management Center Standard Operating Guidelines
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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Orlando Regional Traffic Management Center Standard Operating Guidelines
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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Orlando Regional Traffic Management Center Standard Operating Guidelines
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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Orlando Regional Traffic Management Center Standard Operating Guidelines
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
Interstate 4 (SR-400)
Counties
Coverage
Interstate 95 (SR-9)
Osceoloa, Orange, Seminole,
Volusia
Brevard, Volusia, Flagler
MM 58 - MM 132
Interstate 75 (SR-93)
Sumter, Marion
SR-408 (East-West Expressway,
toll)
SR-417 (Greenway, toll)
SR-429 (Western Beltway, toll)
Orange
MM 160 - MM
298
MM 307 - MM
374
MM 0 - MM 23
Orange
Orange
MM 5 - MM 37
MM 8 - MM 34
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Orlando Regional Traffic Management Center Standard Operating Guidelines
SR-451 (toll)
SR-528 (Beachline, toll)
Orange
Orange, Brevard
Table 1 – Major Covered Roadways
MM 4 - US-17/92
MM 8 - MM 55
 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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Orlando Regional Traffic Management Center Standard Operating Guidelines
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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Orlando Regional Traffic Management Center Standard Operating Guidelines
 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-theart 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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Orlando Regional Traffic Management Center Standard Operating Guidelines
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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Orlando Regional Traffic Management Center Standard Operating Guidelines
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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Orlando Regional Traffic Management Center Standard Operating Guidelines
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
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Orlando Regional Traffic Management Center Standard Operating Guidelines
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 wellbeing 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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Orlando Regional Traffic Management Center Standard Operating Guidelines
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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Orlando Regional Traffic Management Center Standard Operating Guidelines
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, I95 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 R26
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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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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.
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.
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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 RDrive.
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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Orlando Regional Traffic Management Center Standard Operating Guidelines
message, all other messages will be queued. Using the proper priority for messages makes the
process much more efficient.
Unplanned Incidents w/ Lane Block
Planned Incidents w/ Lane Block
SunGuide
Priority Level
1 to 2
3 to 4
Congestion, Visibility & Weather
5 to 7
Amber/Silver/LEO Alert
8 to 10
Message Type
Safety Campaign & Other Requested
11 to 14
Uses
Daily Safety Message
15
Travel Time Message
255
Table 3 – DMS Message Priority Levels
Notes
Crash, DAV, etc.
Road Work
Congestion before
Weather/Visibility
Use with Message
Duration Feature
Use with Message
Duration Feature
Changed Daily
Default Priority
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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Orlando Regional Traffic Management Center Standard Operating Guidelines
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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Orlando Regional Traffic Management Center Standard Operating Guidelines












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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Orlando Regional Traffic Management Center Standard Operating Guidelines
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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Orlando Regional Traffic Management Center Standard Operating Guidelines
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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Orlando Regional Traffic Management Center Standard Operating Guidelines
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
Is there a
missing
child?
SILVER Alert
LEO Alert
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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Orlando Regional Traffic Management Center Standard Operating Guidelines
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
407-736-1902
M-F 6:00AM - 10:00PM
Sat-Sun 8:00AM - 8:00PM
Covered Roadways:
SR-50 from Fairvilla - Ferguson
JYP from SR-50 - Sand Lake
Kirkman from Carrier - SR-408
Sand Lake from Turkey Lake - Jetport
US-17/92 from Firehouse - Beresford
Atkins Team
407-736-1901
M-F 6:00AM - 10:00PM
Sat-Sun 8:00AM - 8:00PM
Covered Roadways:
JYP from SR-50 - US-17/92
SR-414 from US-17/92 to Bear Lake
SR-50 from Kirkman - Fairvilla
SR-50 from Ferguson - SR-436
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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Orlando Regional Traffic Management Center Standard Operating Guidelines
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
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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.
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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
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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-22H Highway
S-1 DUI Vehicle
Violence/Road Rage
S-2 Drunk Pedestrian
S-23 Pedestrian/Hitchhiker
S-3 Hit and Run Crash
S-24 Robbery
S-3I Hit and Run w/ Injuries
S-25 Fire (Specify)
S-3R Hit and Run w/
S-25V Fire Vehicle
Roadblock
S-28 Malicious
S-4 Vehicle Crash
Mischief/Vandalism
S-4I Vehicle Crash w/
S-30 Shooting
Injuries
S-31 Kidnapping
S-4R Vehicle Crash w/
S-34 Assault
Roadblock
S-33 Battery
S-4P Vehicle Crash Patrol
S-37 Drug/Contraband
Car
Case
S-5 Murder
S-38 Police Roadblock
S-6 Escaped Prisoner
S-38X Police Roadblock
S-7 Fatality
Simulated
S-8 Missing Person
S-40 Callbox
S-9 Lost/Stolen Tag
S-40M Callbox Medical
S-10 Stolen Vehicle
S-40P Callbox Police
S-10J Car Jacking
S-40S Callbox Service
S-11 Abandoned Vehicle
S-41 Sick/Injured Person
S-12 Reckless Vehicle
S-41A Possible AIDS
S-13 Suspicious (Specify)
S-42 Assist Other Agency
S-13P Suspicious Person
(Specify)
S-13V Suspicious Vehicle
S-43 Assist Public
S-14 Information
S-44 Suicide
S-15 Special Detail
S-45 Officer Down
S-16 Obstruction on
S-46 Relay (Specify)
Highway
S-47 Bomb Threat
S-16D Roadway Debris
S-48 Explosion
S-18 Felony
S-55 Incident (Specify)
S-19 Misdemeanor
S-55A Amber Alert
S-20 Mentally Ill Person
S-55H Hazmat Incident
S-21 Burglary
S-55P Recovered/Found
S-22 Civil
Property
Disturbance/Disorder
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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