Employee Newsletter July 2016 Issue

Reducing Paper-Intensive Processes Saving time and money through streamlined efforts (Part 1 of 2)

Randy Cole - Executive Director [email protected] stream·line ˈstrēmˌlīn/ verb gerund or present participle: streamlining make (an organization or system) more efficient and effective by employing faster or simpler working methods. synonyms: efficient, smooth-running, well run. That sounds simple, doesn’t it? Over the last few years, changes have been made by the payroll staff to either streamline a process or reduce paper production. Some paper that is still produced (signed time sheets for example) for retention record- keeping purposes is scanned on a biweekly basis and kept Table of Contents electronically until it is eligible for disposal. Leave slips are scanned annually and kept for 6 years electronically. Payroll Employee of the Month 2 Manager Linda Birth has taken the lead on eliminating the need for mass keeping of on-site or off-site storage. Safety News & Updates 3

Some more examples of paper reduction: Employee Outing Update/Photos 4

• Payroll reports are automatically saved to a secured Collector Grades-100% 5 directory rather than being printed. Safety & Collaboration Feature Article 6 • Eliminated storage of records at off-site storage facility over 5 years ago. Moving? Important Forms 7

• Employees have been encouraged to enter multiple leave Service Plaza Ops Updates 8 periods on the same request since the form allows recording of dates for a two-month period. Toll Ops – TP187 9

• Direct deposit and posting pay stubs to the extranet Maintenance Updates 10 resulted in discontinuance of 25,000 to 30,000 blank check The Thrill of Victory – Feature 11 stock and envelopes per year. This change also reduced

Cedar Point (more photos) 12 Continued on Page 2…

Employee Newsletter – PAGE 2 July 2016

…continued from Page 1.

• replacement checks issued for lost, stolen or damaged checks. • In 2015, the payroll process was converted so all employees are paid two weeks in arrears. This has resulted in fewer overpayments for lost time (and claw backs). Terminal leave pay-outs are processed faster and the number of corrections July Employee of the Month required for OPERS retirement reporting has been dramatically reduced. We are pleased to recognize Michael Ahrens as the July Employee of the Our next steps will move these efficiencies out of the Month. Michael is a full-time toll back office and into the front lines. Electronic open collector at the Perrysburg-Toledo enrollment for health benefits, electronic Interchange (TP64). timekeeping, scheduling and processing of leave requests are all under evaluation as we prepare to Michael is described as hard working implement them in phases soon. and continually shows dedication to his job and his interchange, which is Why? That is a simple answer. First, so employees are specifically notable during the busy paid more accurately and we all choose and receive summer months. Without complaint, the appropriate benefits without the hassle of all Michael works overtime whenever those forms. Secondly, our current paper intensive necessary, including double shifts on processes don’t just waste paper, they waste time. weekends and on his "R" days. Time we could be using for more important parts of our work and time we could be spending directly Michael always reports to work ready to perform his duties as a collector. He with our customers. Just how much time? Stay tuned is also willing to help a fellow collector for Part 2 which will appear in the August issue of in need and shows genuine concern for The Pike Post. quality work performance while striving #TurnpikeProud for consistency and accuracy. So far this year, Michael has processed 15,026 transactions while maintaining a 95% grade average (thru June.)

We congratulate Michael for being an outstanding employee and thank him for displaying exemplary customer service as well as the team spirit that comes with being Turnpike Proud.

Would you like to nominate an employee for outstanding service? Click “NEWSLETTERS” on the Employee Extranet for the form. Fax the Employee of the Month form to 3510 or via email to: [email protected]

July 2016 Employee Newsletter – PAGE 3

Of course, there were issues that occurred during the June 23rd incident that serve as a learning experiences. (i.e. radio communications, sharing News & Updates resources, food/water, etc.) An After Action review By Ed Miller, Safety Services Manager was held on July 8 in Berea, with OSHP, ODOT, [email protected] Ohio and Fulton County Emergency Management Agencies and the fire departments. Sharing Over the past couple of months several traffic information about the incident resulted in new related events occurred that challenged all of us. partnerships and greater collaboration to help Once again the cooperation and coordination clear large scale incidents in the future. between Toll Operations, Maintenance, Service Plaza Operations, the Traffic Incident Management The MARCS radio system is being implemented. Group, and Communication Center, Disabled Safety Services has conducted training with both Vehicle Service Operators, contractors and OSHP Divisions, DVS Operators, staff, and the Comm. remains excellent. During some of the incidents, Center. The handheld MARCS radios have worked traffic diversions were implemented, which well and the clarity in communications is very resulted in a considerable amount of traffic being good. As for Toll Operations, the current system sent to rural and suburban areas. Several times in will be converted to MARCS and they should not the PR-3 construction zone, the Amherst see any difference in their operation. Hopefully, in Maintenance and Toll Operations (TP 145, 151, and the next few weeks, the Motorola Consoles will be 152) stopped traffic from entering the Turnpike completely installed in the Comm. Center and their westbound, then U-turned traffic and provided staff trained too. Once that is complete, the full directions/alternate routes to customers all without migration to MARCS can begin. any additional accidents or incidents. Well done A considerable amount of planning was done in everyone! preparation for the Republican National The most notable diversion occurred on June 23 in Convention (RNC) in Cleveland. Staff was assigned to the RNC Multi Agency Coordination Center the Kunkle Section. The incident involved an Air Products liquid hydrogen tanker, a fire, several fire (MACC) to represent the Turnpike. Their role was departments, water tanker shuttles, 460,000 to provide accurate and real-time information to gallons of water, roadway repairs and sleep the RNC Command staff about any incident that deprivation to many. Sadly, the truck driver was could potentially impact the Turnpike and/or the fatally injured in that crash. The accident closed the convention. To support the MACC, and to provide Turnpike from Westgate to TP 34 in both directions accurate information, we were reminded of the for nearly 36 hours. Obviously, this affected a Homeland Security motto: “If You See Something, considerable amount of commerce, vacationers Say Something.” That motto should remain and commuters throughout the Midwest. The relevant every day at work and at home. If a amount of traffic control, u-turning of commercial situation doesn’t seem right, it probably isn’t, so vehicles and diversion of traffic conducted by our contact the proper authorities, or while at work – personnel was amazing. Also, Wauseon Fire Chief OSHP or the Comm. Center immediately. Sluder and the Air Products representatives held OSHP provided training to Maintenance personnel several briefing and shared valuable information in the Amherst and Boston sections about tactics about the tanker and tactics involved with our used by protestors. An important part of the personnel at the incident. Great work Toll training focused on reporting an incident, and Operations, Roadway Maintenance, the restraining from becoming verbally or physically

Communications Center, Hutch’s Towing, all of the involved. As always, we ask that you continue to

Fire Departments and OSHP. look out for each other every day.

Employee Newsletter – PAGE 4 July 2016

A Thrilling Employee Outing at Cedar Point By Lauren Hakos, Training & Development Manager – [email protected]

The Roller Coaster Capital of the World was the place you’d find some Ohio Turnpike employees on June 24, 25, or the 26, which was the official Turnpike Employee Day at Cedar Point. Employees took advantage of the deep discounted admission ticket prices and the opportunity to enjoy the amusement park with friends and family.

While Friday and Saturday temperatures were ideal, those who came out on Sunday endured a hot one, with temps at the park soaring in the mid-90’s, along with clear skies and bright sunshine. Thankfully, many were able to take a break from the heat, relax and enjoy the luncheon buffet in the Lakeside Pavilion.

Whichever day you attended, you likely Executive Director Randy Cole in the driver’s seat of the enjoyed a day when the attendance at the park antique cars with wife Cyndra and son Porter riding in the was low. While some employees opted to wait 45-60 minutes to take a spin on the new rollercoaster - the Valravn - most rides had little or no wait. For coaster enthusiasts, this was a fantastic weekend to get onto many rides throughout the day when otherwise normal wait times could easily exceed 2 hours.

We are pleased to be able to provide these discounted tickets as a “perk” for Turnpike employees, but we realize that amusement parks and rollercoasters may not be for everyone. We’d like to hear from you about what you’d like to see us offer as a possible Employee Outing in the future. If you have a minute to take this quick 5-question survey, you can share your feedback on the Cedar Point offering and what else you might enjoy with friends, family and fellow employees.

CLICK HERE TO TAKE THE SURVEY.

These survey results are anonymous but will help Lauren Hakos’ son Brennen (age 5) and his friend Drew us plan for future employee outings and events. Hollidge (age 6) enjoying the characters at Camp Snoopy. We appreciated your feedback. See more Employee Outing photos on Page 12.

July 2016 Employee Newsletter – PAGE 5

Outstanding Grades by Collectors Congratulations to the following 152 full-time and part-time toll collectors for achieving a 100% grade average for the month of May 2016!

EXIT 2 EXIT 64 EXIT 118 EXIT 161 EXIT 218 Joan Davis Brenda Cousino David Charville Gerald Babinyecz Kelsey Ford Jillian Dominique Theresa Giddens Susan Dyson Julie Banhidy Phyllis Freeman Marie Goebel Becky Grove Ted Geiger Dora Berry Gina Hopson Alicia Gruver Gordon LaPointe Jamie Matthews Cynthia Bezpiaty Gloria Moxley Amy Hancock Kimberly McKee Matthew Pumphrey Barry Cole Mark Parra Kathy Kenney Janice Pollex-Johnson William Hamman Steven Price

Cynthia Morris Donna Powers EXIT 140 Linda LaBanc Daniel Thomas

Jessica Valdez Elizabeth Ryan George Anders Dora Szafran Pamela Tokay William Walker EXIT 71 EXIT 173 EXIT 13 Shanica Berry EXIT 142 Jacob Bell Patricia Blanchard Jennifer Kinor Beth Albrecht Timothy Carpenter EXIT 232 Patricia Short Joanne Kovaleski Todd Foster Kathleen Coad Gary Esasky Rachel Lombard William Graham Nancy Ecenbarger Robert Kuhl EXIT 34 Carole Mcdonald Patricia Hill Deborah Glinski Sandy Medved Judith Estel Amy Jo McGee Judith Ironwing Jeffery Housden Sue Green Crystal Meyers Marilyn Noles Francisco Molina EXIT 234 Vicki Ruetz Carolyn Neff David Presutto Thomas Peslak Dennis Wasson George Peiffer Nancy Udovich Kim Rusnak EXIT 52 Corinne Purtee Thomas Zuffa James Yarosh EXIT 239 Anthony Cangiamilla Stephanie Rizzo Glenna Barnes Lisa Dietrich Sally Schiavone EXIT 145 EXIT 180 Tricia Beight Ronald Dover David Seese Monica Clark Gary Govern Glenn Bullock Daniel Fisher Greg Szymanski Kelsy Lay Kim Joseph Charles Burley Thomas Knight Kazmiro Soto Aliena Kutsar Debra Chapel EXIT 91 Richard Vargyas Susan O'Connor Amber Chappell EXIT 59 Wendy Alafita Diana Ward James Devlinn Alexis Baird John Faist EXIT 151 Debra Ditullio Berry Benyo Michele Funk Carmelo D'Agostino EXIT 187 Milan Dragojevic Tamieka Gordon Cassie Higgins Katherine Davis Josephine Ballentine Donna Evans-Slater Heather Kissel Amy Thatcher Richard Fallat William Cochran Rebecca Fife Sheila Konz Kalman Gubics Arleen Keen Ira Gaines Lorinda McCalebb EXIT 110 Darla Styles George Kendall Carol McDaniel Mary Enderle Dave Tapper EXIT 193 Miriam Lee Deborah Siller Destiny Geiss Julie Wehler Harlan Adkins Andrea Sage Tricia Simpson Patricia Tansey Tiffany Zaleski Deborah Hinchman Patricia Sikorsky Dawn Venzke Shirley Schafer Alice Wire EXIT 152 Alice Chinn EXIT 209 Mary Dempsey Douglas Barnett Rita Hajek Joyce Beach Roberta Humm Shelly Dolovy William Ulrich

Employee Newsletter – PAGE 6 July2016

Cooperation saves the day during deadly tanker fire on June 23 By Brian Newbacher, Public Information Officer [email protected]

Had it not been for a spirit of cooperation among first westbound was diverted onto arterial roadways until responders, Turnpike personnel and others, a westbound traffic was opened on June 24 at about dangerous incident involving a commercial tanker 8:00 p.m. and eastbound lanes opened at 2:13 a.m. on burning liquid hydrogen at Milepost 32 eastbound June 25. could have escalated further than it did. The tanker “The AAR identified many successes and efficiencies. was rear-ended by another commercial vehicle as a For example, attendees agreed that authority for result of being stopped from an earlier incident. decisions was not hindered at any time,” added Unfortunately, the driver of the truck that hit the Bonnett. tanker, did not survive.

Chiefs from several fire departments, Fulton County Emergency Management Agency (EMA) representatives, Ohio Department of Transportation (ODOT) personnel, Ohio State Highway Patrol (OSHP) officers and Ohio Turnpike staff, including Executive Director Randy Cole, convened on July 8 in Berea for an After Action Review (AAR). The AAR participants review and assess the process, procedures and operations performed to identify the effectiveness and problems during the incident time frame.

“The AAR provides a wealth of information that can be used to improve future incident operations,” said However, the AAR also identified some areas that Travis Bonnett, Traffic Safety Engineer for the Ohio merit improvement. For example, OTIC could have Turnpike. asked Fulton County EMA to coordinate with the Red OTIC Director Cole commended all of the agencies Cross to deliver food and water to entrapped involved who worked tirelessly, “to prevent a bad motorists and personnel at the scene. It was also situation from getting worse.” noted by ODOT District staff that the ODOT Traffic Management Center in Columbus did not relay much detail to ODOT Districts 2 and 3 at the onset of the incident. “It was definitely a successful meeting,” said Bonnett. “We didn’t initially realize the severity of what was

happening,” he added. “A truck fire is not an unusual event on the Ohio Turnpike. We made assumptions as to the duration of the closure. We also assumed how

information was being disseminated in other agencies. Both assumptions turned out to be inaccurate.” Sidebar: The following quote is an excerpt from an Editorial Indeed, fire departments from five counties and two that appeared in the Archbold Buckeye on July 6: states took turns in shifts to keep the tanker cool by spraying it with water for 17 straight hours. In total, “When a semi-tanker truck loaded with liquid 455,200 gallons of water were hauled from the hydrogen was struck from behind on the Ohio Archbold municipal water system in 137 trips from the Turnpike on June 23, cooperation saved the day… they fill site a distance of nine miles to the incident scene, worked together to reroute turnpike traffic and according to Bonnett. Traffic both eastbound and evacuate motorists trapped on the toll road.”

July 2016 Employee Newsletter – PAGE 7

**REMINDER** If you have recently moved and completed an Address Change Form for the Turnpike, don’t forget to also complete new tax papers. You’ll also want to notify OPERS, Deferred Comp and the State of Ohio (BMV). You can reference the Turnpike’s Extranet or click on the image above which will take you to some additional information and links to documents that require updating your information. As a result of a move, many times your city of residence withholding changes, in addition to your residing school district. Completing all of the required forms ensures that the most current information is always on file and helps alleviate having to do a mass update to forms periodically.

Right Place – Right Time Employee Newsletter – PAGE 8 July 2016

SERVICE PLAZA OPERATIONS – AT A GLANCE

The “At a Glance” page represents a dashboard of KPI’s or “Key Performance Indicators” and visually tracks trends over time as well as compares data against previous operating years/months. “Sales” represents the Gross Receipts generated by concession operators at the plazas. “Revenues” represent the amount paid to the Commission as part of Revenue Sharing agreements.

June 2016 Average Gas Prices

Off Road vs. Ohio Turnpike

Off Road Plazas Eastern Prices: $2.48 $2.51

+/- vs. Previous Month +$.18 Gal

Western Prices $2.49 $2.52 +/- vs. Previous Month +$.16 Gal

July 2016 Employee Newsletter – PAGE 9

TP 187 Streetsboro Interchange By Christopher Wright, TPS [email protected]

Banded together from remote counties across Since 1976, the nearby city of Twinsburg holds its northeastern Ohio, brought together to confront the annual “Twins Day” event, where their annual challenges of heavy commuter traffic, the extravaganza (held in early August) is claimed to be Streetsboro Interchange (TP 187) provides a most the largest gathering of twins and other multiples in extraordinary group of toll booth operators and the world. Besides causing collectors to question if supervisory staff. Furiously facing the tasks of the driver from the previous car is driving the vehicle providing professional customer service, 10 full currently rolling to a halt in their lane, we are often timers along with 12 dedicated part-timers strive to amazed by the occurrence of several sets of identical achieve 100% accuracy in their collections, while faces in all seats of the vehicle as they roll their never missing the sometime elusive empty flatbed windows down. training behind the U-Haul, and carefully catching A popular recreational destination and major favorite both halves of a torn bill or toll ticket amidst a signal for shopping enthusiasts is located just 10 minutes 48 wind band. All the while, remaining calm and from our interchange – Aurora Farms Premium keeping a courteous demeanor – continually Outlets. They boast savings of 25-65% on top names showing our professionalism. brand products such as Adidas, Bose, Calvin Klein, TP 187 connects traffic traveling between Coach, Michael Kors, and Tommy Hilfiger. Pennsylvania, Youngstown, Cleveland, Kent, Akron,

Canton and other surround cities. Though the long hot days of interacting with thousands of travelers searching for Geauga Lake/Sea World are long gone, and the TTC lot that was once packed with trailers is virtually empty at our interchange, we still maintain a steady flow of commercial and commuter traffic. Less than a mile away from our plaza there are three Industrial Parks, two of which have been ranked 4th and 13th (out of 30) as the largest in Northeast Ohio (Crain’s Cleveland Business). A few of the popular company headquarters include: Step2, Chrysler, Kraft

Foods, Best Buy, L’Oreal, and many more – all taking advantage of this area as a prime location that Pictured left to right: PT toll collector Phillip Mayeux, TPS Chris Wright, FT collector Allison Allen, & PT collector Glen Goodwin connects the Turnpike, to I-480 and several other major state routes. Leading this corps of Streetsboro Toll Collecting Crusaders is TPS Chris Wright, who began his stint at this location in 1996. He was transferred to TP173 to serve as the ATPS there, but returned to his original location in 2012. ATPS Henry Butler also started in 1996 as a collector. Mark Mara began as a Full-Time Toll Collector in 1999, was promoted to ATPS at the Lorain/Elyria interchange, and began working his way back to Streetsboro to fill his current role. Completing the quartette is Kimberly Johnson who originated from TP218 in 2000 and now also serves at an ATPS. All of the supervisors at this interchange enjoy an assortment of recreational activities, such as bike CORRECTION: Last month’s article about the Lordstown riding, bowling, beaches, and ice skating. interchange was written by Carmine Amabile.

Employee Newsletter – PAGE 10 July 2016

Maintenance Updates By Chris Matta, Maintenance Engineer [email protected]

As most of you may know, there was a horrific incident interchanges to the east and west of the accident near milepost 34 on Thursday, June 23, 2016, that location. This meant maintenance crews were stationed unfortunately took one life, ignited a tanker hauling 3,000 at various interchanges blocking ramps, directing traffic, gallons of liquid hydrogen, and closed the turnpike for and moving message boards to keep motorist informed. over 24 hours. As many of us were winding down our day Our supervisors did a great job coordinating these efforts readying to go to bed, calls were being placed to several while dealing with the situation at hand. maintenance employees to throw on their work boots Due to the nature of the business, there are several times and get in to work as soon as possible. a year when our maintenance employees are called back Keep in mind the workers showing up were employees into work, pulling them away from maybe a family event, who finished their normal hours around 3:00pm earlier school play, football game, or just a nice, relaxing evening that day. Some were supervisors that didn’t even really on the sofa. Additionally, there are too many times that get home yet that day. They got home, mowed the lawn, they are also witness to situations far beyond just went to a kid’s ballgame, etc. just like any normal evening. patching bad sections of pavement or mowing or However, as they were preparing to get a good night’s plowing snow. rest for their 7:00am start on Friday, they were called This is just one instance of the dedication and sacrifices upon to coordinate traffic control, assist our customers, many of our employees make through the year. Yes, they partner with local fire departments, County EMA officials, are compensated for their commitment, but it takes and the state patrol, throughout the night and the next special employees to operate under circumstances day. #TURNPIKEPROUD came though as more than a similar to this one. My hats off to our 300 plus dozen maintenance employees quickly arrived to work maintenance workers for the commitment they bring in (on no sleep) and worked anywhere from eleven to making sure our road is the industry leader in providing eighteen hours. safe and efficient transportation services to our The resulting fire from the accident and duration of the customers, communities, and partners. road closure required us to divert traffic off at preceding

Criminal Patrol Updates By Staff Lieutenant William Weirtz

On July 11, 2016 A rented 2016 Dodge Grand Caravan bearing Utah registration was stopped for following too closely on I-80 eastbound at Milepost 67. Upon contact, indicators of criminal activity were noted. A probable cause search revealed (4) large suitcases containing hydroponic marijuana in the rear cargo area of the van. The marijuana weighed approximately 101 pounds.

July 2016 Employee Newsletter – PAGE 11

“THE THRILL OF VICTORY” -- ALL IN! By Ed Baran – Assistant Service Plaza Manager/SP8

I was almost 8 years old when the Browns were 1964 Champions with a 27-0 Victory over the Baltimore Colts. My friends’ older brothers were all Cleveland sports fans, thus I became a Cleveland Fan. I still remember the excitement of the Browns victory. I have been through it all, Red Right 88, The Drive, The Fumble, The Move, the 95 & 97 Indians and the Miracle of Richfield and The Shot, need I say more? Is it a curse? Last year’s Cavaliers took us to the Championship. We fell short with a makeshift lineup. This year it was different. The playoffs went according to plan. Next the NBA Championship, Golden State Warriors. Best regular season record ever. It didn't look good down, 3-1, we needed a miracle. One game at a time, 3-2. Game 6 was at the Q, I told my wife we needed to be at the 1 Watch Party for game 6, possibly game 7. She said, "what if they lose?" My reply: “I've been there before, but I want to be there if we win the Championship.” I want to feel the thrill of victory...again. The watch party was crazy. A win, and the crowd spilled into the streets downtown. Everyone was happy. Just one more win and we are the Champs. The atmosphere was incredible for Game 7 Watch Party! A close game throughout. LeBron blocks a shot; Kyrie hits a three. We are right there. "We Are the Champions" I'd be lying if I said I didn't shed a tear. Finally - a Championship. It feels better than I thought, and the party starts in Cleveland. The parade is scheduled for Wednesday and news came out, 700,000 fans expected. If you are not in Cleveland by 6:00 a.m. you will be stuck in traffic and will miss the parade. I tried to get some sleep, but too excited. I get up at 2:00 am, and by 2:30 a.m. I am on the road to meet a friend. I get to East 9th Street by 3:45 am and just a handful of people are setting up their chairs. (See photo #2) At about 8:45 a.m. I get spot along the fence about 50 yards from the stage. I turn around, and here comes a sea of people. (See photo #3) I’m front row right by the stage. A little scary, but OK. Two big screens on either side of the stage. Everyone is happy. 2 At 11:00 a.m. the parade has still not started. We are hearing over a million people are lined up on the streets. It was 11:45 a.m. before the parade starts. They show the route, from the blimp. How are they going to get the parade through? The sun comes out about noon, and I am baking, still along the fence. By 3:15 p.m. I’ve been standing 6.5 hours with no water and no food. I only saw the first 3 in the parade make it to the stage. I made the decision to go back to find my friend who is broadcasting from the FOX Sports truck – I watched the rest of the parade from there. The curse is over - we are the NBA Champions. It has been a couple weeks and I am now getting into the Indians Mode. Go 3 Tribe, maybe another Championship!?!

Employee Newsletter – PAGE 12 July 2016

Cedar Point – Employee Outing photos - Continued from Page 4. Ohio Turnpike and Infrastructure Commission

682 Prospect Street Berea, OH 44017 440-234-2081 www.ohioturnpike.org

Newsletter Contributions Thank you to all the contributors to the July Employee Newsletter. We are always looking for employee 1 article submissions. If you would like to submit an article or have a question, please contact me by email at [email protected] or by phone at 440.234.2081 ext. 1115. --Lauren Hakos, editor

1.) The Hall Family – John (Asst. Section Foreman @Boston) next to his wife Bonnie and their children Meghan, Bryce, Peyton and Rachel. 2.) Brian Newbacher (Public Information Office) brought his wife and his three girls: Mary, Anna and Jessica. Photo taken as they wait to get on Cedar Point’s newest 2 3 roller coaster -- Valravn! 3.) Sue Fasano, Asst. Service Plaza Mahoning Valley & Glacier Hills Service Plazas enjoys a fun photo op along Frontier Trail. 4.) Diana Anthony, Program Manager, and her husband Mark are ready to ride some coasters. 5.) Dennis Albrecht, Asst. Chief Engineer, brought his daughter Taylor (age 9) and she conquered her first “big” roller coaster. She loved it 4 and actually ended up riding 5 the GateKeeper 3 times.