Volume 16 • Number 2 October 2007

News from the Bay Area Freeway Service Patrol

Inside: Page Four New Beats & Two New Upcoming Events 2 Tow Contractors Added to the FSP Statistical Summary 2 Quarterly Awards 3 Freeway Service Patrol Family The Public Speaks 4 by Danielle Stanislaus & Adrian Fine, MTC SAFE he Bay Area’s beloved “guardian angels of the freeway” are now covering even more territory, Tas the popular white tow trucks of the Freeway Service Patrol (FSP) watch over four new areas, extending the program’s existing reach and adding new highways to the safety network. NEW BEATS ed on this beat, as St. Helena Starting in late July of 2007, the rov- 37 well as Sunday service 128 ing tow truck service increased the 505 from 1-7 p.m. number of patrolled roadway segments Napa 80 In Contra Costa 121 County, newly estab- — or beats — from 33 to 37, adding 29 12 Vacaville lished Beat 36 closes more than 85 miles to its coverage for 113 ma 34 the gap in coverage a total of over 530 miles regionwide. Solano Oakland Napa on State Route 4 by Six more tow trucks were added New ma 12 Fairfield to the existing fleet, bringing the total 17 FSP extending from I-80 116 29 Beats to Pacheco Boule- to 83 trucks that patrol the most con- 121 12 gested freeways of the Bay Area, pri- 29 Existing vard, and is operated FSP Rio 37 BeatsVista by Ken Betts Towing. marily during peak commute hours. 37 Vallejo 680 With FSP on the scene, the amount of Napa This beat runs week- 780 24 Weekend Service days from 6-9:30 congestion and level of polluting emis- 13 sions is substantially reduced when 12 25 On-call a.m. and 3:30-7 p.m. 101 4 4 Service 80 36 Concord with one truck. disabled vehicles, debris and other an 25 el Bridge FSP also made its safety hazards are moved out of high- Richmond Tow 580 5 BrentwoodServices debut in the wine way lanes. 7 Walnut (non FSP) 24 Creek country by starting Two of the four new beats are in 2 Solano County. Beat 24, operated by Four new beats now serve Napa, Solano and Contra Costa counties coverage on Beat 17 in Napa County. Roadrunner Tow, covers Oakland from Marshview Road to the junction Tow and closes a gap on I-80 by Sierra Hart, a contractor new to the with Interstate 780, and then extends extending FSP service from the Inter- Bay Area FSP program, operates this along I-780 to the junc- state 505 junction to Richards Boule- new beat (and is profiled below). To tion. This one-truck beat operates vard, at the Yolo County line. Beat 37 address recreational traffic in this weekdays from 6-9 a.m. and 4-7 p.m., is patrolled by two tow trucks and area, two trucks patrol on both Sat- with extended hours of operation on operates weekdays from 6-9 a.m. and urdays and Sundays, while one truck Friday afternoons. The second Solano 3:30-6:30 p.m. Additional Friday patrols a smaller area during the beat, Beat 37, is operated by Vacaville afternoon service also is being provid- continued on page 2

The FSP is a partnership of Caltrans, the California Highway Patrol, the Metropolitan Transportation Commission Service Authority for Freeways and Expressways (MTC SAFE), and local tow contractors. Website: www.fsp-bayarea.org Expansion because the sec- Upcoming Events ond you stop fol- (continued from page 1) Technical Advisory Committee lowing the rules is (TAC) Meetings week. The weekend service operates the second when 8:30 a.m. Tuesdays at MTC, from 8 a.m. to 4:30 p.m., and covers something bad MetroCenter State Route 12 from the I-80 junction happens. Our October 9, 2007 all the way to State Route 116, and drivers have to be November 13, 2007 State Route 29 from the junction with aware. They have December 11, 2007 January 8, 2008 State Route 37 up to Oakville Cross K&S Towing owner, to check every two seconds for February 12, 2008 Road (on-call service is provided as Khurram Shah March 11, 2008 needed up to the junction with State their own safety Route 128). During the week, the one and the safety of Tow Contractors Meetings truck focuses on the Jameson Canyon the customer.” It seems that with this 11 a.m. Tuesdays at MTC, MetroCenter stretch of State Route 12 into Napa at positive and attentive attitude, Sierra First Street. The weekday hours of Hart will fit right in with the Bay Area November 13, 2007 January 8, 2008 operation are 6-10 a.m. and 3-7 p.m. FSP family. Sierra Hart currently oper- ates Beat 17 in Napa. March 11, 2008 NEW CONTRACTORS The second new addition is K&S Quarterly Driver Refresher We also warmly welcome two new con- Towing in Bay Point. Owner Khurram Training tractors to the Bay Area FSP family: Shah was eager to become a part of CHP, Oakland: Sierra Hart and K&S Towing. Sierra the FSP program because he believes it 11 a.m., December 13, 2007 Hart, though new to the Bay Area FSP gives his company a positive statewide CHP, Dublin: program, is no stranger to either FSP and local public image. K&S Towing 11 a.m., December 6, 2007 or the towing community. Working in has been in business since 1988; Shah CHP, Vallejo: the towing industry since 1988, and took over from his father in 1997. He 11 a.m., December 7, 2007 with the Sacramento FSP program says that even after all these years, he 11 a.m., December 21, 2007 since 1996, owner Rick Hart says that is still learning, because he constantly San Jose Armory, San Jose: he truly enjoys the program because of strives to strengthen and improve his 11 a.m., December 14, 2007 its cooperative structure. “I like work- business. He also believes in “doing Proficiency Testing ing with the three partner agencies to things right every time” and looks 7 a.m. at CHP, Vallejo serve the community and provide a forward to raising the performance November 5, 2007 valuable public service,” says Hart. bar. We certainly look forward to “One of the most important lessons seeing what K&S Towing can do! Certification Class I’ve learned over the years is to stop 7 a.m. at CHP, Vallejo They currently operate Beat 5 in November 14-16, 2007 and think about the customers, because Contra Costa County. the customer is waiting for help and FSP is there to turn a negative situation First Quarter 2007 Statistical Summary around.” To this end, Hart teaches all (January – March 2007) Total number of assists = 29,742 of his drivers to treat each assist as if they were helping their own mother. Percentage of assists involving people = 56.9 percent

He also places a big emphasis on safety, Average number of assists per hour per truck = 0.80 and says: “People often get complacent Percentage of motorist survey returns = 9.5 percent with safety, but you can’t do that Percentage of surveys rating service as excellent = 96.9 percent

Average motorist wait time = 9.8 minutes

Second Quarter 2007 Statistical Summary (April – June 2007) Total number of assists = 33,569

Percentage of assists involving people = 56.6 percent

Average number of assists per hour per truck = 0.88

Percentage of motorist survey returns = 11.1 percent

Sierra Hart driver Scott Randell (left) and Percentage of surveys rating service as excellent = 95.4 percent owner Rick Hart Average motorist wait time = 9.4 minutes

On Patrol/October 2007 -2- Beat of the Quarter Quarterly Awards Beat 9 is a 24-mile-long network of First Quarter, busy roads in Santa Clara County January – March 2007 including from Foothill Expressway in Sunnyvale to Highway by Karin Betts, MTC Public Information 101/Interstate 680 in San Jose, and Campbell’s Beat 9 drivers (left to right): Driver of the segments of State Routes 87 and 85. Steve Pauley, Lee Holmes, Blair Douglas, Quarter The beat, operated by Campbell’s Richard Dean Anderson and Paul Moniz Jr. Towing, recently became more precar- This award goes to ed with tow patrols on the Oakland ious because of construction work Steven Parker of city streets that bore the bulk of along State Route 87 and the resulting Yarbrough Bros. diverted traffic. Normally, the contrac- limited shoulders. Manager Leon Towing, who drives tor keeps its FSP trucks on Beats 12 Esquenazi describes the five-man the tow truck on and 36 in Contra Costa County along Beat 9 team: “Steven Pauley has more Beat 15 through Interstate 80 and State Route 4. In towing experience than most guys out Santa Rosa. Parker Steven Parker addition to its ability to respond there. Rich Anderson used to be a has been an FSP driv- quickly to partner service requests, VTA bus driver before he came to us; er for seven of his Ken Betts Towing also can boast a Blair Douglas used to be a teacher. Lee nine years with Yarbrough Bros. “Steve whopping 24 percent motorist survey Holmes (see Driver of the Quarter is Mister Reliable,” says Michelle return rate. Inskeep, FSP manager and one of the below) has lots of public service expe- shop’s owners. “He is particular, and rience, and Paul Moniz Jr. came to us doesn’t cut corners or take shortcuts. with prior towing experience. They are When other drivers have a question a solid team.” about how to do something right, they Contractor of the Quarter always ask Steve.” His expertise shows After the collapse of the MacArthur — Parker had no errors at all on his Maze connector ramp, Ken Betts Ayub Azam (left) and Roger Craig, daily shift record paperwork. Towing came to the rescue and assist- Ken Betts Towing management Quarterly Awards Contractor of the Quarter Owner/driver Steve Barnes of Bill’s Second Quarter, Towing in Novato loves his job; his April – June 2007 attitude is contagious, and the entire shop supports the FSP program. The by Karin Betts, MTC Public Information contractor handles two beats — Beat Driver of the Quarter 13 along U.S. 101 from the Rich- Congratulations to Lee mond-San Rafael Bridge to State Route Holmes of Campbell’s B&D’s Beat 25 drivers (left to right): Larry 37, and Beat 28 from SR-37 farther Miller, Dean Ming, James Allison Towing in San Jose for north to East Washington in 100 percent accuracy Beat of the Quarter Petaluma — with three tow trucks. In on his daily shift Beat 25 in Contra Costa County runs operation since 1968, the contractor is record paperwork, a for almost 24 miles along State Routes being recognized for the best overall motorist survey return 4 and 242, and is patrolled by three performance at the contractor level rate of ten percent, 69 FSP drivers from B&D Towing: Larry during the second quarter. shifts worked during Miller, James Allison and Dean Ming. Lee Holmes the quarter, and 210 According to B&D co-owner Karen assists (87 of which involved people). Valles, there is a clear reason why the And all this while working only a single beat scored so highly on their FSP shift on Beat 9 in Santa Clara County! report cards. “It’s called communica- Holmes has a lifetime of public service tion! Working together as a team under his belt, starting with a tour of makes the program work.” The three duty in Vietnam, and then a career drivers are all from the area, they with the San Mateo Police Department. know the trouble spots on the beat, Bill’s Towing owner Steve Barnes (left) and Clearly, working with the public agrees and they stay in contact with each Jackie Parashis, office manager with him! other all day long.

-3- On Patrol/October 2007 The Public Speaks Bennett Crawford of the Freeway Service On Patrol is published periodically by Patrol and Palace Garage. This morning my the Metropolitan Transportation Com- mission Service Authority for Freeways right rear tire exploded when I apparently and Expressways (MTC SAFE). otorists continue to mail, e-mail hit some debris on in the Joseph P. Bort MetroCenter and phone in praise and grati- 101 Eighth Street construction zone. Within minutes, Bennett Oakland, CA 94607-4700 tude for their experiences with 510.817.5700 M was there to change the tire and get me back TDD/TTY 510.817.5769 the FSP program. Here are a few recent on the road. Bennett’s attitude and friendli- FAX 510.817.5848 comments. Web site ness were outstanding. This is the second MTC time that representatives of Palace Garage Executive Director: Steve Heminger Voicemail Deputy Executive Directors: have helped me on in the same area. I must Ann Flemer, Andrew Fremier & (6/11/07) “Driver Damon Angle Therese W. McMillan say that conduct of both individuals was Director, Highway & Arterial Operations: assisted me on Beat 4 in Alameda exemplary and Palace Garage is to be com- Albert Yee County. He did a wonderful and outstand- MTC SAFE Senior Program Coordinator: mended for hiring such great staff.” Jaime C. Maldonado ing job. I just wanted to say that this service On Patrol Editor: is amazing. I did not even know about it (7/30/07) “Recently we were on Danielle Stanislaus 510.817.5737 until this morning. Thank you.” our way to Santa Cruz for a week- Copy Editor: Karin Betts Graphics end of camping when our trailer had a Design/Production: David L. Cooper E-mail blow-out on the Sunol grade. There was not Photos (unless otherwise indicated): (5/9/07) “I received great service much room to pull over and we couldn’t get Sze Lei Leong & Adrian Fine from FSP driver James Bizzell on Printing: Autumn Press to an off-ramp. My husband was inside the California Highway Patrol, Beat 10 in the evening on March 12. Before Golden Gate Division trailer when I noticed a man wearing a Chief Cathy Sulinski; Lt. Avery Browne; that, I had no idea that your organization jumpsuit with reflector tape around the Sergeant Chris Childs; Officers Eric existed. It was wonderful to see this helpful Butawan, Gary Lee, Chris Nave and Mar- ankles walk up to our trailer and asked if he cos Rodriguez; Staff Service Analyst person show up when I was exhausted, could help. His name was Mark Furtado, Dwyane Potts over-heated, and on my hands and knees in Caltrans, District 4 and he changed the tire for us and we were District Director: Bijan Sartipi the dirt, changing my flat tire! The lugs on our way in less than 20 minutes. It was District Director of Operations: were on too tight, and I looked up in my Sean Nozzari truly a Godsend that he came along when Office Chief: Cyrus Mashhoodi frustration and there he was, and in a calm he did. We can’t thank you enough for hav- Caltrans FSP Staff: voice he said, ‘I can help you, Ma’am.’ I was ing such a great service. I would love to see Norman Anderson, Scotty Hsiao, floored! My cell phone had been stolen the Kane Wong 510.286.5917 something like this expanded greatly. I hope Local Tow Contractors: day before, and I had no way to reach help, that we don’t have to use it again but we feel Tony Singh and was ill on top of everything. Not to A-One Towing, Richmond better knowing that FSP is out there.” Vincent Haavisto and Kim Skinner mention, I nearly got into a wreck when the All Ways Towing and Transport, Fremont tire blew! Anyway, Bizzell was professional Richard Bilafer Letters B & A Body Works and Towing, and over the top in customer service skills. (4/27/07) “This morning I was San Francisco What he said and how he said it made me Richard Valles driving to work like any other day, B & D Towing, Concord feel okay, instead of stupid, or like I was except this time something winged my tire Steve Barnes taking up his time. He simply helped me Bill’s Towing, Novato and it shredded. The best thing I could Joe Scarff and Leon Esquenazi up, went and got his tools, and had the think of at the time was, at least it’s Friday! Campbell’s Towing, San Jose spare on in moments. If not for FSP’s Steve Sgarlato However, the truly best thing was that Dick’s Automotive Transport, Campbell invaluable service, I would have been in for although I’d put a call in to AAA and was Khurram Shah a miserable evening to be sure. And I want- K & S Towing, Bay Point told they would be there within 45 minutes, Ken Betts and Roger Craig ed to make sure everyone knew what a great I only had to wait a few minutes before your Ken Betts’ Towing, Oakland job he did. He deserves an award. And he Lupe Lima driver Douglas Grafmiller was behind my LimaTow, Santa Clara has my humble thanks!” David Schely car offering assistance. He was very nice, Matos Towing and Transport, San Jose despite the fact that it was so early in the Nelson V. Lopez (6/12/07) “I didn’t know about morning! He put air in my mini spare and Nelson’s Tow, San Francisco freeway service help until today Bill Hemenez got my tire changed within a few minutes. Palace Garage, San Leandro when I had a flat tire and a very friendly He also spent time explaining the program Joe Paz Sr. tow truck driver (Dean Ming) offered to Redhill Towing, San Rafael and giving me a flyer with more informa- Jim Inglebright and Karl Offerman help me. Dean was helpful and efficient. He Roadrunner Tow, Fairfield tion. When I got to work, I was still in that Rick Hart even made sure my spare tire had enough TGIF mood. Thank you for this service — I Sierra Hart, Napa air in it before I took off.” Horace C. Robinson am always disappointed to see tax dollars Sunrise Enterprise 87, East Palo Alto come out of my check, but I am glad that Glenn Neal (7/18/07) “I would like to express this is one of the services that is provided. VacavilleTow, Vacaville my appreciation and thanks to Michelle Inskeep Keep this service around!” Yarbrough Bros. Towing, Santa Rosa

On Patrol/October 2007 -4-