Transit Control Center Policies & Procedures

No. Transit Control Center Policies & Procedures 2.1

Janice Berlin, Prepared by: Subject: Accessible Service Chief, Transit Control Center

Origination Date: 04 Feb 2005 Approved by: Effective Date: Jeff Wamsley, Revision Date: Superintendent, Transit Control Center

Purpose: The purpose of this document is to outline policies and procedures for handling issues coordinators encounter regarding Accessible Service.

Scope: This document will outline Accessible Service basic issues, relevant policies. It will also present some basic mechanical procedures related to lifts and ramps. For more information specific to troubleshooting consult with the shop regarding the specific equipment. Policies in this document are drawn from Transit Operations Procedures #91, dated 8/18/03 and from The Book, Section 11, Services for Customers with Disabilities. Refer to these resources for detailed information.

Introduction: Transit Operations Procedures #91, dated 8/18/03, Assisting Customers with Disabilities, states: “The federal Americans with Disabilities Act (ADA) of 1990 prohibits discrimination against persons with disabilities in providing public transportation services. In addition, state and local laws ban discrimination based on disability. Transit Operators and First-line Supervisors are required to comply with all ADA and King County METRO policies and procedures to assist customers with disabilities.”

Compliance with this policy is imperative. From time to time, updates to this policy will be necessary regarding customer relations, mobility aids or King County equipment. If you notice anything that needs updating or clarification, contact a Service Communications Chief.

A. Mobility Aids:

There are a number of standard and non-standard assistive devices used on King County Metro Transit. Instruct operators, when necessary, to follow procedures for handling issues related to mobility devices as outlined in The Book, Section 11. Authorized mobility aids a coordinator may be asked about by operators include, but is not limited to:

• Wheelchairs, power or manual • Scooters, 3-wheeled or 4-wheeled • Accessible stroller • Walker • Wheelchair used as a walker • Razor Scooter

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No. Transit Control Center Policies & Procedures 2.1

Janice Berlin, Prepared by: Subject: Accessible Service Chief, Transit Control Center

Origination Date: 04 Feb 2005 Approved by: Effective Date: Jeff Wamsley, Revision Date: Superintendent, Transit Control Center

• Segway Assistive Device B. Accessible Service:

All Metro buses are now equipped with lifts or ramps for persons using wheelchairs and others who have difficulty climbing steps. All Metro bus zones have been placed in one of the following three categories:

• Fully accessible for lift use designated by a blue decal with the universal “accessible” symbol; • Limited space lift use designated by a decal with a person standing on a deployed lift; • No lift use zones • For specific information regarding accessible routes and bus zones, refer to the accessible service microfiche or The Book.

This section provides guidelines on lift malfunctions, service problems, evacuation procedures, and Center Park operation.

C. Customer Relations

Operators must comply with the Americans with Disabilities Act (ADA) and Metro regulations to assist customers to reach their destinations. Operators must make every effort to provide use of the lift or ramp regardless of whether the disability is obvious. If the customer asks to use the lift or ramp, the operator must comply.

If a ramp will not deploy, the operator should deploy the ramp manually. If the customer cannot be boarded safely, the operator must call the coordinator. If a lift, on a High-floor Diesel or Trolley, does not work, the operator must remain in the zone until the operator contacts the coordinator to receive instructions.

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No. Transit Control Center Policies & Procedures 2.1

Janice Berlin, Prepared by: Subject: Accessible Service Chief, Transit Control Center

Origination Date: 04 Feb 2005 Approved by: Effective Date: Jeff Wamsley, Revision Date: Superintendent, Transit Control Center

D. Inoperative Lift:

1. When an accessible coach with an inoperative lift is in service and cannot accommodate a customer desiring to board using the lift, use the following procedures:

• Check with the Operator to ensure all procedures for operating the lift have been followed. • Check schedules for the next accessible run and find out from the Operator if the customer is willing to wait. • If the customer will have to wait longer than 30 minutes, send a Service Supervisor to assist the customer. • If the customer has to wait longer than 30 minutes, and the Service Supervisor does not have a lift-equipped van, attempt to find an out of service coach to accommodate the customer.

2. If there is no out of service coach or Supervisor available with a lift equipped van, follow these procedures for ordering a cabulance:

 Ask the Operator to obtain the customer's name, description of clothing, exact location where customer will be waiting, and the customer's destination.  Call for a cabulance from one of the companies listed in the phone list on the coordinator’s web site. You will find the following companies listed:

 Cascade  Rural Metro  American

 Determine the expected arrival time of the cabulance.  Have the Operator inform the customer of the arrangements made and how long he/she can expect to wait.

• Set up a coach change as soon as possible. • Log the necessary information on the Coordinator's Service Record (CSR). • If the customer chooses not to wait for the next coach (with less than thirty minute wait) and requests that a cabulance be called, they are responsible for the bill. We provide the back-up service only when the follower is more than 30 minutes behind the coach with the

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No. Transit Control Center Policies & Procedures 2.1

Janice Berlin, Prepared by: Subject: Accessible Service Chief, Transit Control Center

Origination Date: 04 Feb 2005 Approved by: Effective Date: Jeff Wamsley, Revision Date: Superintendent, Transit Control Center

malfunctioning lift.

3. When a customer requesting lift usage is on the coach and the lift breaks down, use the following procedures:

• Check with the Operator to ensure all procedures for operating the lift have been followed. • Send a Service Supervisor to the scene. • In circumstances, when the customer requests it, they can be carried off the coach with the assistance of the Supervisor and mechanic, or, as a last resort, other customers. However, this is only done when requested by the customer or in the case of an emergency requiring coach evacuation. Normal procedure would be to wait until portable ramps are available. • If necessary, call the nearest base and order emergency ramps. Have a Supervisor or mechanic pick up and deliver the ramps. • Order a coach change or a service change. • Send mechanics to the inoperative coach, if needed. • Log the necessary information on the Coordinator's Service Record.

E. Passing up Customers with Disabilities due to Overload

When a customer requesting lift use is waiting for a coach and is passed up by the accessible coach because it is already full, no additional help is to be provided unless this is the last trip on the route. However, if the overload occurs when customers at the zone board prior to the customer waiting for the lift, every effort should be made to accommodate this rider. This situation should be recorded on the Coordinator's Service Record and handled like any other overload. Report this event to the Customer Information Office.

F. Emergency Evacuation Procedure:

If a person (who requires a lift) is on the coach involved in an accident and there is a threat of danger, such as fire, emergency evacuation procedures must be followed immediately. Use the following guidelines:

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No. Transit Control Center Policies & Procedures 2.1

Janice Berlin, Prepared by: Subject: Accessible Service Chief, Transit Control Center

Origination Date: 04 Feb 2005 Approved by: Effective Date: Jeff Wamsley, Revision Date: Superintendent, Transit Control Center

• If a passenger with a disability is injured as a result of an accident and there is no danger of fire or other threat to safety, instruct the Operator to wait for aid car personnel to treat and remove the individual from the coach. • If the customer with a disability is not injured, but there is damage to the coach and the lift will not work, follow the procedures for an inoperative lift, outlined earlier in this section.

G. Center Park Service (688/1):

Coaches 3198 and 3199 are assigned out of Central Base to operate this service. Each coach can carry 23 disabled persons - 7 using wheelchairs, and 16 seated with belts. Center Park service operates seven days a week, except holidays. Once a month there is a special trip in the evening. This special trip is usually a dinner trip within 30 minutes of Center Park. All other special trips require authorization from the Central Base Chief. If a request seems out of the ordinary, contact the Center Park operator for further input.

Contact the Operator while the resident is still on the telephone to determine the pickup time so the information can be relayed to the resident who is waiting. The Center Park Operator carries a pager. If radio contact cannot be made, use the automatic dialer to ring the pager. The Operator will call the Control Center to receive the information. The Operator of Center Park Coach will not accept pick-up calls after 15:30.

H. Lift Malfunctions – Troubleshooting:

When an Operator calls in to report a lift malfunction, use the following procedures: 1 - If the lift will not deploy or stow, instruct the Operator to do the following: • Put the coach in neutral with fast idle switch on and recycle the control switches. • Shut the coach engine off, then restart and recycle the control switches. • Check to make sure the ramp is clear and is not dragging on the ground or stuck in the tracks. (This situation may occur when the coach is on a slight incline.)

WARNING: Do not instruct Operator to shake or jump on the lift at anytime in an attempt to move it.

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No. Transit Control Center Policies & Procedures 2.1

Janice Berlin, Prepared by: Subject: Accessible Service Chief, Transit Control Center

Origination Date: 04 Feb 2005 Approved by: Effective Date: Jeff Wamsley, Revision Date: Superintendent, Transit Control Center

2 - If the above procedures fail to deploy or stow the lift, do the following: • Send a Service Supervisor to assist. (The lift may have to be assisted in using the electronic control box or the pneumatic pump.) The lift should never be stowed or moved when a customer is on the lift. • If the lift problem cannot be resolved, have the operator tell the customer when the next accessible bus will be at the location. If it is more than 30 minutes until the next scheduled arrival, the Service Supervisor must be sent. • Call the shop to send a coach change and/or mechanic. • Log the necessary information on the Coordinator's Service Record.

3 - If the safety gate will not drop, instruct the Operator to do the following: • Turn the lift power off and back on again. • Hold the stow switches in the stow position for 20 seconds. • If the lift is on the ground, stow the lift and move the coach a few feet and deploy the lift again. • Shut the engine off, then restart and recycle all switches. • Check under the coach for hydraulic leaks.

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No. Transit Control Center Policies & Procedures 5.3

Janice Berlin, Prepared by: Subject: Park and Ride Lots Chief, Transit Control Center

Origination Date: 04 Feb 2005 Approved by: Effective Date: Jeff Wamsley, Revision Date: 07 Sep 2011 Superintendent, Transit Control Center

PARK-AND-RIDE LOTS

The majority of the park-and-ride lots in King County are owned and maintained by King County Metro. Signs are posted in each lot with information to discourage unauthorized use. Service Supervisors make regular checks to ensure compliance with posted regulations.

TIME LIMITATIONS AND NOTIFICATION

The signs posted in the park-and-ride lots indicate that vehicles will be towed away if left more than 72 hours. Service Supervisors put notices on vehicles parked more than 72 hours. Supervisors should check and tag vehicles that are in violation. Supervisors making checks of the park-and-ride lots must allow 72 hours (not counting weekends, holidays and periods of adverse weather) before requesting a vehicle be removed.

SIGNS AND AUTHORIZED TOWING AGENCIES

Each park-and-ride lot has posted signs indicating the authorized towing agency, including the telephone number and address of the agency. Only the authorized towing agency at each park-and-ride lot shall be used if towing is necessary.

TOWING VEHICLES

If a Service Supervisor calls the Control Center regarding an improperly parked vehicle that is creating a hazard, it may be necessary to have the vehicle removed immediately. Use the following procedures:

• Obtain from the Supervisor the make of car, year, model, color and license number and the nature of the hazard.

• Call the authorized towing company listed on the sign in the park-and-ride lot involved. Give them all the information on the vehicle, including whether the vehicle has all of its tires and wheels.

• Instruct the Supervisor to follow the procedures outlined in Service Quality’s towing procedure memo. For any tow other than a “72 hour violation, the district supervisor must sign the impound slip after contacting

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No. Transit Control Center Policies & Procedures 5.3

Janice Berlin, Prepared by: Subject: Park and Ride Lots Chief, Transit Control Center

Origination Date: 04 Feb 2005 Approved by: Effective Date: Jeff Wamsley, Revision Date: 07 Sep 2011 Superintendent, Transit Control Center

Chief Rudy Allen or the on-call Service Quality Chief. They also are to turn in a memo to their Chief with all pertinent information regarding the situation.

• Send a memo to the Chief of Service Communications with the same information.

Forward all information regarding vehicles removed from park-and-ride lots to the Customer Assistance Office as soon as possible.

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No.

Transit Control Center Policies & Procedures 8.1

Prepared by: Janice Berlin, Chief of Transit Control Center Subject: Transit Control Center/Service Quality Joint Observation Program (JOP) Doug Bligh, Chief of Service Quality Approved by:

Jeff Wamsley Origination Date: 15 Oct 2011 Superintendent, Transit Control Center Effective Date: 15 Oct 2011

Revision Date:

Ruthic F. Allen, Superintendent, Service Quality

Purpose:

Effective communication and collaboration between Service Quality and the Transit Control Center are essential attributes of our sections’ efforts to meet Transit Operation’s obligation of providing safe and dependable service for the region. Mutual, first-hand experience of the job environment, roles and responsibilities of peer job positions in Service Quality and the Transit Control Center provide an opportunity to refine effective communication. The TCC/SQ Joint Observation Program (JOP) is designed to promote more effective communication between Coordinators and Service Supervisors and to cultivate improved problem-solving and teamwork skills.

Organizational Units Affected:

The Transit Control Center and Service Quality sections will collaborate to administer the Joint Observation Program. The program’s requirements apply to all Transit Control Center Coordinators and all Service Quality Supervisors.

Policy:

Service Quality and the Transit Control Center have agreed to establish regular observation sessions for Service Supervisors and Coordinators once per shakeup. Coordinators will schedule one observation of at least three hours with a Service Supervisor from the principle service area for which they are responsible every shakeup to help improve coordinator district knowledge. Likewise, Service Supervisors will schedule one observation session of at least three hours with TCC Coordinators every shakeup to help improve their knowledge of TCC operations.

Procedure:

Details of how to schedule required observation sessions must be worked out with each First Line Supervisor’s chief in order to avoid disruption of their respective sections’ operations and impact on budget.

Because the TCC is busier during the morning and afternoon weekday commutes, Service Supervisors will benefit more by observing during this time period. Therefore, Service Supervisors should complete the coordinator observation requirement during this period in one sitting whenever possible. Coordinator observations will not be done on weekends. In the TCC, the Service Supervisor will be given a headset and will rotate through at least two coordinators, one of whom must be the coordinator for the new transit radio system.

When completed, either in the field or at the TCC, the First Line Supervisor meeting this requirement must send an email to their respective Chief acknowledging fulfillment. This email should include a brief summary of areas covered.

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Transit Control Center/Service Quality Joint Observation Program (JOP) - Policy 8.1 Continued

Instructions for Service Supervisors: While hosting a Coordinator, at minimum attempt to review the following:

• Service Quality policies & procedures • Service Quality web site • District boundaries, turn-backs • TOH (trolley overhead) • Park & Ride and transit center locations as applicable • Rail station locations and bus bridge stops as applicable • District geography as it relates to response times • Current construction projects and other impacts to bus service • What’s changed or is new in the district for the current service change o New/deleted routes o Changes in turn-by-turn routing for existing routes o Base routes • Location of recurring route or scheduling problems • Mechanical troubleshooting • Location of recurring security problems • Preferred coach change locations and problem locations

Instructions for Coordinators: While hosting a Service Supervisor in the TCC, at minimum attempt to review the following:

• EA response with explanation of teamwork necessary to respond to a serious incident • Resources available to coordinators to solve service problems • Adverse weather challenges before, during and after DOC activation • TCC public and secure websites (resources, drop down menus, tools available) • Interaction with police & fire in multiple jurisdictions, especially TCC calls to KCSO dispatch center • Creating and managing a shuttle to respond to service disruptions • Managing a bus bridge • Coach tracking with both old and new systems • Completing CSRs • TCC philosophy of filling service • TCC policies and procedures • Channel/console reroute book

Exceptions:

Coordinators who have worked in Service Quality and Service Supervisors who have worked in the TCC within the previous shake-up are exempt from this requirement to perform their observations but may take advantage of the opportunity voluntarily. No.

Service Communications Policies and Procedures 1.10

Prepared by: Name: Douglas C Beatty Subject: Accessible Service

Title: Service Communications Chief

Approved by: Nancy Wilson Issue Date: 02-03-05 Supervisor Effective Date: of Service Communications Revision Date:

ACCESSIBLE SERVICE

All Metro buses are now equipped with lifts for persons in wheelchairs and others who have difficulty climbing steps. All Metro bus zones have been placed in one of the following three categories: • Fully accessible for lift use designated by a blue decal with the universal “accessible” symbol; • Limited space lift use designated by a decal with a person standing on a deployed lift; • No lift use zones For specific information regarding accessible routes and bus zones, refer to the accessible service microfiche or The Book.

This section provides guidelines on lift malfunctions, service problems, evacuation procedures, and Center Park operation.

LIFT MALFUNCTIONS

When an Operator calls in to report a lift malfunction, use the following procedures:

Lift Will Not Deploy or StowLift Will Not Deploy or Stow

Instruct the Operator to do the following:

1. Put the coach in neutral with fast idle switch on and recycle the control switches. 2. Shut the coach engine off, then restart and recycle the control switches. 3. Check to make sure the ramp is clear and is not dragging on the ground or stuck in the tracks. (This situation may occur when the coach is on a slight incline.)

WARNING

Do not instruct Operator to shake or jump on the lift at anytime in an attempt to move it.

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If the above procedures fail to deploy or stow the lift, do the following:

• Send a Service Supervisor to assist. (The lift may have to be assisted in using the electronic control box or the pneumatic pump.) The lift should never be stowed or moved when a customer is on the lift.

• If the lift problem cannot be resolved, have the operator tell the customer when the next accessible bus will be at the location. If it is more than 30 minutes until the next scheduled arrival, the Service Supervisor must be sent. • Call the shop to send a coach change and/or mechanic. • Log the necessary information on the Coordinator's Service Record.

Safety Gate Will Not DropSafety Gate Will Not Drop

Instruct the Operator to do the following:

• Turn the lift power off and back on again. • Hold the stow switches in the stow position for 20 seconds. • If the lift is on the ground, stow the lift and move the coach a few feet and deploy the lift again. • Shut the engine off, then restart and recycle all switches. • Check under the coach for hydraulic leaks.

Inoperative Lift

When an accessible coach with an inoperative lift is in service and cannot accommodate a customer desiring to board using the lift, use the following procedures:

If there is no Supervisor available with a lift equipped van, follow these procedures for ordering a cabulance:

• Ask the Operator to obtain the customer's name, description of clothing, exact location where customer will be waiting, and the customer's destination.

• Call the following and provide the above information:

Shannon Cabulance (1-800-989-9993) 8:00 a.m. – 5:00 p.m. Pacific (1-800-683-1985) 6:30 a.m. – 5:30 p.m. American (1-800-750-5700) Determine the expected arrival time of the cabulance.

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• Have the Operator inform the customer of the arrangements made and how long he/she can expect to wait. • Set up a coach change as soon as possible. • Log the necessary information on the Coordinator's Service Record. • If the customer chooses not to wait for the next coach (with less then thirty minute wait) and requests that a cabulance be called, they are responsible for the bill. We provide the back-up service only when the follower is more than 30 minutes behind the coach with the malfunctioning lift.

When a customer requesting lift usage is on the coach and the lift breaks down, use the following procedures:

• Check with the Operator to ensure all procedures for operating the lift have been followed. • Send a Service Supervisor to the scene. • In circumstances, when the customer requests it, they can be carried off the coach with the assistance of the Supervisor and mechanic, or, as a last resort, other customers. However, this is only done when requested by the customer or in the case of an emergency requiring coach evacuation. Normal procedure would be to wait until portable ramps are available. • If necessary, call the nearest base and order an emergency ramps. Have a Supervisor or mechanic pick up and deliver the ramps. • Order a coach change or a service change. • Send mechanics to the inoperative coach, if needed. • Log the necessary information on the Coordinator's Service Record.

PASSING UP CUSTOMERS WITH DISABILITIES

EMERGENCY EVACUATION PROCEDURE

• Instruct the Operator to obtain assistance from other passengers to lift the person with the disability through the closet available exit (front door, rear door, emergency windows, or roof hatch). • If a passenger with a disability is injured as a result of an accident and there is no danger of fire or other threat to safety, instruct the Operator to wait for aid car personnel to treat and remove the individual from the coach. • If the customer with a disability is not injured, but there is damage to the coach and the lift will not work, follow the procedures for an inoperative lift, outlined earlier in this section.

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CENTER PARK SERVICE (688/01)

Coaches 3198 and 3199 are assigned out of Central Base to operate this service. Each coach can carry 23 disabled persons - 7 in wheelchairs, and 16 seated with belts. Center Park service operates seven days a week, except holidays. Once a month there is a special trip in the evening. This special trip is usually a dinner trip within 30 minutes of Center Park. All other special trips require authorization from the Central Base Chief. If a request seems out of the ordinary, contact the Center Park operator for further input.

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No.

Service Communications Policies and Procedures 1.2

Prepared by: Name: Douglas C Beatty Subject: Radio Use

Title: Service Communications Chief

Approved by: Nancy Wilson Issue Date: 02-03-05 Supervisor Effective Date: of Service Communications Revision Date:

Radio Use

To provide effective communications between Service Communications and mobile units, all coaches are equipped with two-way mobile data units that transmit voice and data to Service Communications. In addition there are portable radios in use assigned to Service Supervisors, Transit Police, Line Crews, Vehicle Maintenance and other County personnel. The following are some guidelines to ensure efficient use of the radio system.

• When making an “All Call” (CA A), or a “Group Call” (CA G) wait five seconds after the “Link established” appears before starting your Call Mode announcement. • Keep conversations short, using clear and precise statements. Do not use slang. • Notify other Coordinators when you log on or off the radio system. • Do not “simul-select” a bus frequency with channel 8.

RADIO WITH AN OPEN MIKE

If a coach radio with a stuck microphone is located, the operator should be advised not to use the radio again and order a new coach.

HEADSETS

To keep noise to a minimum in the Control Center, you are required to wear a headset at all times.

FCC RULES AND REGULATIONS

The radio system must be operated in accordance with the rules and regulations of the Federal Communications Commission (FCC). If the rules and regulations are violated, Metro will receive a notice and possibly a penalty from the FCC. FCC and King County Metro policy prohibits the use of profane or obscene language.

RADIO ANNOUNCEMENTS/NOTIFICATIONS

Radio announcements are to be made when the following circumstances occur resulting in minor or major service delays to all operators on the route(s) impacted:

• Schedule delays of 15 minutes or more • Power outages • Reroutes • Special event reroutes • Blocking accidents • Major traffic congestion/grid-lock impacting service • Security related information (transmit mode only) • Tunnel service delays (PA announcements required) • B.O. coaches in the tunnel stations, tubes or staging areas • Fire or police actions resulting in schedule delays and/or reroutes • Late coach transfer connections • Bridge closures • Service Change Announcements • When going to and from voice mode

VOICE MODE OPERATION

From time to time it is necessary to bring the system down from data to voice mode. Use the following procedure: • Make an all channel announcement: “All operators, we will be bringing the system down for (give an estimate time) to (give a reason). When in voice mode, RTT and PRTT do not work. If you wish to place a call for assistance, pick up the handset, listen to make sure the channel is clear, wait two seconds after the last call and press the handset switch. Wait two seconds and identify yourself by route and run number. Also, remember that the Emergency Alarm will still work, but tracking will not”. • Make an announcement on Channel 8. • Select the assigned channel manually and monitor for radio traffic. • When ready to go back to data mode make an all channel announcement: “All operators, we are going back to data mode”. Let them know if it is necessary to re-log onto the system or not.

NOTIFICATIONS/INFORMATION SHARING

In addition to radio and tunnel announcements, information sharing with Service Supervisors, Transit Police, Rider Information, and base dispatchers is required for all situations impacting normal service operation.

No. tQ Transit Control Center Policies and Procedures 1.19 King County Department ofTransportation Metro Transit Division Operations Section

Prepared by: Janice Berlin - Chief Subject: Sound Transit Service Transit Control Center

Approved JeffWamsley - Supervisor Issue Date: 02-04-05 by: Transit ControlCenter Effective Date: 02-04-05

~a 1 First Revision Date: 03-24-08 J Second Revision Date: 02-22-10

SOUND TRANSIT NOTIFICATION

High Priority Emergencies

In accordance with the operating agreement between King County Metro and Sound Transit, KC Metro Transit Control Center (TCC) will notify Sound Transit representatives when the following high priority emergencies occur on a Sound Transit express bus route:

•A passenger, employee, pedestrian, or member ofthe public being transported to a medical facility by Fire, Police or EMS with significant injuries and/or when hospitalization is probable. •A fatality • Property damage exceeding $25,000. • Police response for a felony crime (examples: robbery, arson and drug sales) • Fire response when there is significant damage to the bus • Media response

TCC will timely notify Sound Transit's Bus Operation's Manager or designee ofany high priority emergency involving Sound Transit equipment or on Sound Transit property. To "timely notify" is generally defined to mean within 15-20 minutes ofTCC awareness that an event is a "High Priority Emergency".

ST Express Duty Officer Notification: 206-398-5428 Ifno response call Dave Turissini at 206-856-5292

Low Priority Incidents

A Low Priority Incident is defined as any event occurring involving Sound Transit equipment or occurring on Sound Transit property resulting in:

•A passenger, employee, pedestrian, or member of the public receiving emergency medical services, or in which emergency medical services are recommended or refused • Property damage exceeding $500 but less than $25,000. • An altercation between passengers on the bus • Police response for unlawful behavior

The TCC will document all Low Priority Incidents through a coordinator service report (CSR). Page 1 of 2 Adverse Weather Notification and Trip CancellationNotification

Contact is: ST Express Duty Officer at 206-398-5428

If there is no response within 30 minutes, call or leave a voice mail at 206-856-5292. No further action·is needed ifthere is no response. It is Sound Transit's responsibility to make the best effort to call back.

Other Pertinent ST Express Phone Numbers:

John May Regional Bus Maintenance and Operations Coordinator (for accidents and incidents) Work: 206-398-5035 Pager: 206-398-5428 C-Phone:206-856-5292 Home: 360-437-5006

David Grenier Risk Manager Work: 206-398-5096 C-Phone:206-255-1118 Home: 503-806-7878

Media Relations Duty Officer 206-398-5480

Adding Trips Due to Unplanned Circumstances:

Occasionally an event or activity in our service area causes overloads on Sound Transit Express Bus regularly scheduled service. To ensure that customers are accommodated in those situations, extra service may be added on a route or routes when:

• Intending customers are waiting for scheduled service in such numbers that the next scheduled coach cannot accommodate them; • The additional ridership may displace the regular riders who are waiting for that service; • The additional ridership cannot be accommodated on the next scheduled trip or the next scheduled trip is also anticipated to be overloaded; • The additional ridership has not been anticipated and planned for in the normal Special Events/service process.

The Service Supervisor/field personnel identifying this need will communicate the estimated number ofadditional riders to the Transit Control Center coordinator. The coordinator will attempt to locate additional service resources and make a log entry describing the nature of the problem and the time it was resolved on a coordinator service report (CSR).

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Department of Transportation Bus Operations Section, Transit Control Center Page 1 of 6 Standard Operating Procedure Date of Issue: July 1, 2009 Revision: 1.0 Revised October 2010 TCC Bus Bridge Operations

Approved: ______Date: July 1, 2009 Jeff Wamsley Supervisor, Transit Control Center Revision 2: November 1, 2010

1.0 PURPOSE

The purpose of this document is to outline Transit Control Center (TCC) procedures when a bus bridge is requested by the LINK Control Center (LCC). A bus bridge utilizes transit coaches to provide transportation to LINK rail passengers when rail service is disrupted.

2.0 SCOPE

This document focuses on coordinator duties. However, implementation and coordination of a bus bridge require a cooperative effort between the LCC, Service Quality (SQ), Base Operations and the TCC. For further information on Bus Bridge operations, consult the resources listed at the end of this document.

3.0 Bus Bridge Procedures

A bus bridge may be requested by the LCC due to power failure, track blockage, emergencies, natural disasters or other event that is anticipated to interrupt LINK service for a period of sixty (60) minutes or more. If an event triggers a bus bridge, the LCC will specifically request the TCC begin implementation.

It is the responsibility of the TCC and Service Quality to implement and manage the Bus Bridge.

Department of Transportation Bus Operations Section, Transit Control Center Page 2 of 6 Standard Operating Procedure Date of Issue: July 1, 2009 Revision: 1.0 Revised October 2010 TCC Bus Bridge Operations

The TCC, in cooperation with LCC and SQ, will do the following:

1. Determine the details of the requested Bus Bridge and begin completion of TCC Bus Bridge Checklist from Bus Bridge notebook at channel console

A. Location of Blockage

 Ask the LCC which LINK stations on each end of the service disruption are available for bus bridge operations.

B. Number of Coaches Needed

 Collaborate with the service supervisors on the scene and the LCC to determine the number of coaches needed and the required frequency of service.

C. Expected Duration of Bus Bridge Service

 Ask LCC for the expected duration of bus ridge operations.

 Inform Base Operations, service supervisors and other stakeholders of the expected duration of the incident.

2. Dispatch Service Supervisors

A. Determine the need and availability of service supervisors

 Dispatch Service Supervisors to the scene.

 In most cases, a bus bridge will require a minimum of three service supervisors: one to serve as bus incident commander at the scene and at least two others on each end to manage the bus bridge. Service supervisors may already be on the scene of a LINK

Department of Transportation Bus Operations Section, Transit Control Center Page 3 of 6 Standard Operating Procedure Date of Issue: July 1, 2009 Revision: 1.0 Revised October 2010 TCC Bus Bridge Operations

blockage. If so, determine who is bus incident commander and reassign other service supervisors at the scene to manage the bus bridge.

 Determine availability of service supervisors not already at the scene.

 Bus bridge service supervisors will remain on Channel 8 and communicate with the TCC or with each other via Nextel.

 At times, it may be necessary to reposition service supervisors throughout the service area in order to respond to urgent needs not associated with the bus bridge. Communicate with the LCC frequently to allocate service supervisors efficiently.

 Notify the Supervisor of Service Quality and the on-call Service Quality Chief.

 Inform LCC of service supervisor status and actions taken.

3. Implement and manage bus bridge related communication

A. Determine the source of coaches and operators

 Channel 8 is lead bus bridge coordinator from 0500-2000 with Channel 3 as secondary. All other hours, bus bridge lead coordinator Channel 3. Channel 8 (or Channel 3) is responsible for completing bus bridge check list and leaving it for TCC chief. Other Coordinators will assist Channel 3 with non-joint operations calls during bus bridge operations as needed.

 Attempt to find on-duty operators in the clear that are willing to fill bus bridge service.

Department of Transportation Bus Operations Section, Transit Control Center Page 4 of 6 Standard Operating Procedure Date of Issue: July 1, 2009 Revision: 1.0 Revised October 2010 TCC Bus Bridge Operations

 Call bases to request operators to fill bus bridge service and call relevant shops for coach assignments. Be sure to call bases when need for operators is no longer valid.

 Consult bus bridge service cut list. If necessary, contact Base Operations to request service cuts be made according to Bus Bridge procedures. Coordinators may also divert operators already on the road but not yet in service if their rt/run is included on the bus bridge cut list. Be sure to notify CIO of service cancellation.

Department of Transportation Bus Operations Section, Transit Control Center Page 5 of 6 Standard Operating Procedure Date of Issue: July 1, 2009 Revision: 1.0 Revised October 2010 TCC Bus Bridge Operations

B. Route / Run Assignment

 Unless otherwise specified, assign Bus Bridge coaches route number 97 with run numbers issued in a "one-up" numbering system. For example: 97/01, 97/02, 97/03 etc.

C. CSR Documentation

 Create a CSR for all Bus Bridge Coaches using problem code 38 (service response required).

 Use the CSR response code B (extra trip) indicating in the body of the CSR that the entry is Bus Bridge related.

 Include standard CSR entries for extra service (e.g. Service Supervisors dispatched, duration of extra trips, number of trips made and where extra trips begin/end and additional mileage where appropriate, etc.)

4. Communication During Bus Bridge Operations

Once bus bridge operations are established, TCC will collaborate with service supervisors on the scene to efficiently utilize available coaches. The coordinator will also facilitate communication for the LCC, if necessary.

A. Examples of coordinator assistance include, but are not limited to:

 Calling coaches to make extra trips requested by the service supervisor.

 Making operator and PA all-call announcements

 Contacting service supervisors for the LCC, if necessary.

Department of Transportation Bus Operations Section, Transit Control Center Page 6 of 6 Standard Operating Procedure Date of Issue: July 1, 2009 Revision: 1.0 Revised October 2010 TCC Bus Bridge Operations

5. TCC Notifications:

Regardless of notifications made by the LCC, it is the responsibility of the TCC to:

A. Notify the Customer Information, Technological Resources and Solutions (CITRS) person on duty in the TCC or the Customer Information Office (CIO) with specific details.

B. Send a MyStateUSA Bus Bridge notification describing time, location of Bus Bridge and impact to bus operations.

C. Fully document the progress of the bus bridge using the TCC Bus Bridge Checklist found in the Bus Bridge notebook at your console. Leave completed checklist in the chief’s box.

4.0 References

LCC Bus Bridge Procedure 6.18 dated April 3, 2009

SQ Bus Bridge Policy 25.1 and 25.2

TCC Bus Bridge SOP revised Oct 2010

TCC Bus Bridge Checklist dated Oct 2010

https://opssharepoint/dstt/busbridges

No.

Service Communications Policies and Procedures 1.17

Prepared by: Name: Douglas C Beatty Subject: Vashon Island Service

Title: Service Communications Chief

Approved by: Nancy Wilson Issue Date: 02-04-05 Supervisor Effective Date: of Service Communications Revision Date:

VASHON ISLAND SERVICE

The operation of the Vashon Island service is unique in the system. Part of the route is operated out of Central Base, two coaches remain on Vashon Island and are operated from the Vashon Island Base. The "Vashon Island Base" is located at the King County Maintenance Yard where two coaches are kept when they are not in use. The location of the King county Maintenance Yard is on SW Cemetery Road, about one block west of its intersection with Vashon Hwy SW

King County employees and the Operators assigned to operate the service on the island are the only persons who have a key to the King County Maintenance Yard. A spare key is kept at the Central Base window for emergencies.

The part-time Operators who operate this service (based out of the King County Maintenance Yard) are residents of the island and can be called in to work in an emergency. The coaches are fueled and have their fluids checked at Central Base and are “coach changed” every day with a coach from Central Base, Monday through Friday on Vashon. The first is made in Burton, the second one is made at the northend dock. If the change doesn’t take place, the coordinator must be notified. This information is on the operator’s run cards.

Other AM service coaches deadhead from Central Base and board the 5:30am Ferry from Fauntleroy to Vashon. PM service from Central Base operates through the CBD picking up passengers, then operate to the Fauntleroy Ferry dock and board the ferry for Vashon Island.

Coach Types:

Accessible Gillig coaches (30’, 35’ and 40’) are the standard coaches for these routes. Artics and all low floor coaches are not allowed due to clearance problems at the docks, particularly at low tides. Operators are to board and deboard Ferries slowly to avoid damaging the underside of the coach and the bumpers. Operators are to be reminded to turn off the headlights when boarding the ferry.

Gilligs are not allowed to park in the center lane on the Nisqually, Illahee, or the Quinault Ferries because the mirrors cannot be pulled in for clearance.

Page 1 of 3 Coaches with any suspension or leakage problems are not to be used under any circumstances.

If coach changes are made on the island, make sure the location has room for two coaches. Suggested locations include the dock, the Ober Park and Ride (this does not apply to the daily scheduled coach changes.)

Ferry Boats and Terminals: There are three ferry routes to and from Vashon Island. They are: 1. Car Ferry service between Fauntleroy (West Seattle) and Vashon, with most boats continuing to Southworth after stopping at Vashon. Ferries coming from Southworth usually stop at Vashon before continuing on to Fauntleroy. These boats dock at the northend of Vashon Island. 2. Car Ferry service between Tahlequah (southend of Vashon Island) and Tacoma (Point Defiance.) Coaches do not board this Ferry. 3. Passenger only service between Vashon Island (northend dock) and downtown Seattle (Coleman Dock.) Many of these passengers rely on bus service to and from the boat.

Bus Routes:

There are three routes associated with Vashon Island:

1. Route 116-AM Express from the Fauntleroy Dock to downtown Seattle (with one morning trip operating in reverse from downtown Seattle to Fauntleroy.) Route 116 PM Express from downtown Seattle to the Fauntleroy Dock only. Most Rt. 116’s will turn around on the dock and all coaches must be checked to ensure the reverse gear is working before leaving the base. 2. Rt. 118- Coaches will either operate between the Tahlequah and the Vashon Dock (via Burton and Ellisport) and continue on to or from downtown Seattle or shuttle between Tahlequah and the northend dock and back to Tahlequah. 3. Rt. 119- Coaches operate between Dockton (Maury Island) and the northend Vashon Dock (via Gold Beach and Ellisport.) Some will continue on to downtown Seattle and others will remain on the island and operate as shuttles.

Service to and from the dock operates express in both directions. The dock procedure is outlined in The Book. If there is a problem with the ferry system and the Dock Master requests that coaches load or unload off the dock, direct Operators to use the southbound bus stop at the dock to unload. Then instruct Operators to proceed via Route 54 to the 45th Avenue SW and Brace Point Drive SW loop until the problem is resolved. Operators should watch for an arriving ferry, wait five minutes after it has docked, then proceed to the bus stop northbound on Fauntleroy Way SW at SW Director Street for loading.

Make sure that the Operators on the island call in their coach number before leaving the yard. If an Operator fails to call out their coach, follow these procedures: • Contact the other Operator to ascertain whether he or she saw the Operator at the yard. • If you cannot contact either Operator, find out from the Central Base dispatcher the name of the Operator who is supposed to be operating the run. Call the Operator at home. If the assigned Operator cannot be reached, call any island Operator to fill the run. Handle delays as any other base delay, showing Vashon Base designation. • If the trip cannot be filled on the island, fill the trip from Seattle as soon as possible.

If a Vashon Island Operator cannot make it to work because of an auto breakdown, call Karma Kab (Taxi,) the towing company, or the King County Police to transport the Operator to the yard. This procedure must be done through the Control Center so the bill can be paid by Metro.

Page 2 of 3 Geography of Vashon and Maury Islands:

Vashon Island and Maury Island are joined together at Portage Way SW and Docton Rd. Route 118 operates on Vashon Island only and the Rt. 119 will operate on Maury Island on part of their route from Portage to Docton.

The Vashon Highway runs from the Northend Ferry Dock to the Southend Tahlequah Dock. There are three stop signs on Vashon Highway that are important.

1. Ober Park and Ride is located just north of the Vashon Business District (which is located at the 1st stop sign.) At the Ober Park and Ride there is a mailbox for operators that requires a “T” key to access. A PM Central Base Operator delivers transfers to the mailbox each Monday for the week. 2. The Vashon Base (just west of Vashon Highway) is located on Cemetery Road in the vicinity of Seattle Best Coffee roasting plant are located near the second stop sign. 3. Just north of the 3rd stop sign is the Center Park and Ride. There is a comfort station at this location. Most coaches turn left on SW Ellisport road and continue down the hill (at the “Y” with Monument Road, stay left and continue on SW Ellisport Road) to Docton Road. At the intersection of Docton Road and Portage Way (Tramp Harbor) is where the routes 118 and 119 split and go their separate ways.

The route 118 will turn right on Portage Way and continue around Quartermaster Harbor and back to southbound Vashon Highway. Coaches will continue south through Burton to 131st Ave SW (the turn back loop for the Tahlequah southend terminal.) There is a commuter parking lot and a comfort station at this location.

The route 119 will continue on the Docton Road. If there is a time point for 75th Avenue SW and SW 256th , operators will turn left on 248th Street just past the golf course, through upper Gold Beach, returning to Docton Road at SW 260th Street. Then the route continues on Docton Road to the terminal loop (speed restriction of 15mph on SW Windmill Street). A comfort station is located near the Fire Station at the terminal.

Operator Rules and Words of “Vashon” Wisdom:

• There are very few posted stops on Vashon Island so Flag Stops are permitted • Passengers have a high expectation for “On Time Performance.” Missing the ferry due to late operators is not well tolerated by passengers who may be on their way to work • If the boat is late, wait as long as possible. Most of the passengers will be from that boat and they will be very grateful • On the ferry, leave room for passengers to board and deboard. Smoking is not allowed on the car deck • Most roads with gravel shoulders are not wide enough nor will they support the weight of the coach on the shoulder! Operators may need to use the 4-way flashers and stop in the lane of traffic • Always follow the directions of the dock workers!

Page 3 of 3 No.

Service Communications Policies and Procedures 1.6

Prepared by: Name: Douglas C Beatty Subject: Staff Notifications

Title: Service Communications Chief

Approved by: Nancy Wilson Issue Date: 02-03-05 Supervisor Effective Date: of Service Communications Revision Date:

STAFF NOTIFICATION PROCEDURES

In the event of a major accident resulting in fatalities, serious injuries or severe coach/property damage; an Operator or passenger assault requiring medical attention; or other major incidents that could attract media attention, the following notification procedure will be used:

1. The Coordinator notifies any Chief of Service Communications during the day or during non-business hours contacts the on-call Service Communications Chief. 2. The Chief of Service Communications notifies the Supervisor of Service Communications. 3. The Coordinator also notifies the others listed on the on-call notification sheet including the Manager of Operations, the General Manager and the Public Information Officer, using the appropriate text messaging list.

If the Chief of Service Communications cannot be contacted, the Coordinator will notify the Supervisor of Service Communications. If contact cannot be made, the Coordinator should notify the Manager of Operations and continue the notification process as out-lined above.

The Coordinator will also notify the following, as circumstances dictate or when instructed by a Chief, using the appropriate text messaging contacts list in the console e-mail:

• Appropriate Base Chief (On Call) • Chief of Service Quality (On Call) • Safety Officer(to serious accident with injuries or damage to property) • Supervisor of Transit Safety (major accidents with life threatening injuries/fatalities) • General Managers Office • Director of Department of Transportation(Deputy Director and /or Director) • Supervisor or Chief of Power and Facilities (trolley power outages or overhead problems) • On-call Sound Transit personnel for contracted Sound Transit service • King County Risk Management • Public Information • Customer Information (when service is delayed) • Transit Police Major Carol Cummings (fatality accidents, accidents with multiple serious injuries, life threatening/serious assaults, large civil disruptions, and major media events) • Security Facilities Coordinator (major damage to Metro property) • Environmental Compliance Specialist in the case of spills of more than two gallons • Local 587 (Operator assaults, accidents and any time operator is ROD)

Page 1 of 2 • Vehicle Maintenance, if necessary • Department of Labor and Industries (In the event of a death of an employee, while on duty, or when two or more employees are hospitalized) • King County Prosecuting Attorney’s Office( fatality accident )

Be sure that all notifications made are recorded on the Notification tab of the CSR. Pay particular attention to Public Information and Safety.

It may be necessary to use a combination of text messaging lists and paging persons individually as circumstances dictate.

Inform the other coordinators on duty of the notification process you have begun and if you reach the end of your shift before the process is complete, turn it over to someone to finish. If, after trying all numbers for an individual on the on-call list, you have not heard back from them, notify the on-call Service Communication Chief or Supervisor.

At night and on weekends refer to the emergency on-call list to determine the person(s) on-call for the various departments.

Page 2 of 2

Page 3 of 2 No.

Service Communications Policies and Procedures 1.20

Prepared by: Name: Douglas C. Beatty Subject: Relieving Operators of Duty / Failure to

follow a Direct Order Title: Service Communications chief

Approved by: Nancy Wilson Issue Date: 2-25-05 Supervisor Effective Date: of Service Communications Revision Date:

In the case of Relieving Operators of Duty / Failure to follow a Direct Order:

There are three important components to consider:

a. Is the request reasonable? b. Is it within your authority to make the request? c. Did you explain the reason for making the request to the operator?

If you are certain that the situation falls within the above criteria, restate your direct order to the operator and ask them if he/she understands what you are asking them to do. If the operator still refuses to comply, ask him/her why and document their answer. If you believe the operators’ reason for refusing is not legitimate, tell the operator so, and restate the direct order:

“I am giving you a second direct order to (explain what you want). If you refuse to follow this direct order, I will write up a performance report and you may be charged with insubordination. This can result in discipline including suspension and/or termination. Do you (the operator) understand these consequences? Please comply with my request.”

If the operator continues to refuse to comply, relieve them of duty. They may not operate ANY Metro vehicle once you have relieved them of duty.

• Clearly, relieving operators of duty for misconduct is an extreme measure that needs to be thoroughly documented. The disruption to service must be clearly justifiable. Never allow personality conflicts to bias your decision. A “battle of wills” regarding a relatively simple infraction should never be allowed to escalate into a situation where the operator is R.O.D.. With most major infractions, a Performance Report, followed up with detailed documentation will result in the proper discipline of the operator.

• Whenever you decide to R.O.D. an operator due to misconduct, notify the on-call Service Communications chief prior to informing the operator that they are R.O.D., if possible. Service Communications coordinators do not determine or discuss the pay status of operators that are R.O.D. Route all documentation through the Service Communications chiefs, the Supervisor of Service Communications, the operators’ Base Supervisor, and the operator’s Base chief.

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