© Ministry of Transportation A. Babtsov for the PHCC Bottom row (left to right): Dave Collins, Operator; Nash Jamal, Regional Manager – Corporate Services; Amy Babtsov, Operator
Top row (left to right): Maria Collard, Operator; Ron Gellner, Operator; Del Mecham, PHCC Manager; Stan Kravetz, Operator; Neil Woolward, Operator; Bill Johnston, Operator. (Missing from Photo: Gerry Knight and Petra Krook) RON GELLNER ÍWorking in the PHCC for 3 years Í Loves fishing
STAN KRAVETZ “the Baron of Blacktop” Í 19 years experience Í Enjoys Long walks, trying new restaurants in the Entertainment Book, attending LIVE sports and concerts, travel, spending quality time with friends and family. Petra Krook An operator for 3 years originally an "Island Girl" living on Quadra Island for over 25 years. If you would have told me then that I would be living in the City and in a condo one day burning "Presto Logs" I would have said "you’re nuts." But here I am!! one thing in life is certain.....and that's change!
Neil Woolward 7 years in the PHCC Has Instructed at a private college, Managed a private company that held Provincial Contracts. Project Management with CP Rail. Hockey coach. SAR work. AMY BABTSOV Has worked at the PHCC for 6 1/2 years Loves everything outdoors, photography, writing, sports, nature, road trips… life! Career in transition
DAVE COLLINS PHCC employee for 5 years Likes computer games, multi-media design and philosophy AKA: the office “Geek” Del Mecham: PHCC Manager; has worked at the PHCC for 5 years. Enjoys nature, reading, and financial interests.
Maria Collard: Has been working at the PHCC for 9 years. The PHCC is located at: 7818 – 6th Street in Burnaby 3rd floor of the SCR office
• The PHCC is a 24/7 operation 365 days a year
• Serving the motoring public throughout the province
• Good information resource Provides road information Support to District staff and Maintenance contractors
• The PHCC has been involved with Drive BC since it’s “birth” É Historical knowledge É Part of testing / editing to improve functionality
• Prior to Drive BC the PHCC used to prepare the road reports.
• Now the PHCC has the role of Quality Assurance over what is being entered into the system by the maintenance contractors: É 24 / 7 support & backup data entry É Travel Advisory / Closure approvals • Whatever has been entered into Drive BC is retrievable É FOI Requests É Issue resolution
• PHCC works with all functions of Drive BC É All districts / contract areas É Reports É Subscriber Information É Change requests Input of information prior to Drive BC
Road conditions, work and Updates to events delays and road conditions reported by maintenance reported by maintenance contractors (or District contractors and / or offices) District staff
Input received by PHCC and edited into text-based road reports
PHCC updates internet and IVR manually Information flow of road conditions with the implementation of Drive BC…
Road condition / event info PHCC provides QA entered into DBC by role over data (upon Drive BC is updated maintenance contractors review, may call MC if data is not updated)
...closures and travel advisories
Maintenance Contractor requests approval of travel advisory through Travel advisory PHCC or directly from Maintenance Contractor or closure is the district enters travel advisory / approved by PHCC closure into Drive BC and monitored for QA. Notification of a road closure comes in to the contractor Snow – Avalanche Branch Operations
• Avalanche Technician field support
• SAWS (Snow – Avalanche Weather System) manual weather station data information entry
• Drive BC entries specific to Avalanche Branch operations
• Extreme weather radio broadcasting Load Restrictions & Chain Up Information
• Load restriction information is received at the PHCC from the District offices.
• A Special “chain up” status bulletin is also linked to the Drive BC public website.
• Control of the “Chain Up” signs in the southern half of the province is controlled by the CAMeleon sign system, operated by the PHCC operators. Incident Management
• The PHCC plays a supportive role to ministry and other agencies in MVA’s.
• We play a part in several emergency response plans
• In the cases of Natural disasters (Rock falls, Mudslides, avalanches, washouts, etc) the PHCC has a notification responsibility.
• The PHCC has notification priorities to other ministry groups
• All radio / telephone calls in the PHCC are recorded • In the event of a disaster in the Lower Mainland, the PHCC has been equipped with two satellite phones:
• SCR OFFICE (PHCC): 403 – 987 – 9202
• Powertech building: 403 – 987 – 9143 CMS (Changeable Message Signs) Operations
• The PHCC has sole operation of all changeable message / overhead signs across the province (under the direction of the Chief Sign Engineer, Ed Miska)
• The CAMeleon system server resides in the PHCC office.
• The signs’ operations are monitored by the PHCC.
• Archived Sign information can be retrieved Archived Sign Information Retrieval
Non-MoT requests for sign information
FOI
MoT staff requests sign information through PHCC
Request comes to PHCC and data is retrieved from CAMeleon sign system’s archive
Info obtained by PHCC shows all sign activity (all messages and changed messages) and is submitted to FOI to give to non-MoT request, or given to MoT staff request Work Notification Information
• H-1070 / 1080 work notification sheets are processed through the PHCC in order to be added to Drive BC for public’s notification.
• If any information on the work notification sheets change, please inform the PHCC. • Leave of absence
• Change of position (even if only temporary), retirement or bereavement
• Detail changes How to contact us:
Phone (District staff, maintenance contractors or emergency services personnel only):
Public Phone line (2nd in priority to be answered after 9771 line):
Email (for LAN users): TRAN SCR PHCC
Email (non-LAN users): [email protected]
Email (DBC related only): [email protected] BRIDGES...... 1 CHANGEABLE MESSAGE SIGNS AND ELECTRICAL...... 4 CHANGEABLE MESSAGE SIGNS...... 4 Procedure...... 4 Formatting and Message Priority ...... 5 Troubleshooting / Repair Call outs...... 7 Highway Cams ...... 8 Daily Email Notification – issues with signs and highwaycams ...... 8 Rebooting the Cameleon Sign Computer - ATIS sign usage ...... 10 DTMF (DUAL TONE MULTI FREQUENCY UNIT) SIGNS ...... 11 ELECTRICIAN CALL OUT...... 12 Electrical / CMS sign requirement where traffic is NOT being affected...... 13 Electrical requirement where traffic is being affected ...... 13 Examples of Electrical Issues Reported by the Public ...... 14 Glossary of Common Electrical Terms ...... 15 COMMERCIAL VEHICLE INSPECTORS (CVSE) ...... 17 DRIVE BC...... 18 INTRODUCTION ...... 18 DATA ENTRY ...... 19 Data entry into the Contract Areas ...... 19 Ongoing Events and Road Conditions ...... 19 Planned Work/ Future Planned Events ...... 19 Editing Plans...... 20 CLOSURES...... 21 TRAVEL ADVISORIES ...... 22 AVALANCHE EVENTS...... 25 FOREST FIRES ...... 26 IVR ...... 27 Recording Times...... 27 Determine IVR Updates ...... 27 Notable Exceptions...... 27 If There Are No Events for an Area...... 28 Report Sources for Reading into the IVR ...... 28 Examples of Reading the Reports...... 29 QUALITY CONTROL ...... 30 PHCC Division of Labour...... 30 PHCC Role in Quality Assurance ...... 30 District Role in QC...... 31 Quality Assurance Checklist ...... 31 FAX AND EMAIL SUBSCRIBERS ...... 33 SUPPORTING DRIVE BC ...... 35 Adding the PHCC mailbox to your Outlook...... 35 USE of the PHCC Drive BC email inbox and the TRAN SCR PHCC email address...... 35 Email Inquiry Response Process...... 36 Telephone Inquiry Response Process...... 37 Troubleshooting for Users Who Can’t Access Drive BC ...... 37 CHANGE REQUESTS AND ISSUE REPORTING...... 39 Reference Point Change Requests...... 39 Reporting Issues and Bugs ...... 39 WIU Alerts Emails...... 39 Standard Daily Backup Outage at 2 pm...... 40 PHCC Drive BC Escalation Guidelines...... 40 PWS/WIU OUTAGES AND PROCEDURES ...... 41 Process When the Public Website [PWS] Goes Down...... 42 Posting Procedure - Detailed Steps ...... 42 There are no Major Events to Post ...... 44 An Event Is Updated While the PWS Is Still Down ...... 45 PWS Outage longer than 1 hour ...... 45 WIU unavailable but PWS still available...... 46 Updating the IVR...... 46 EMERGENCY RESPONSE PLANS...... 47 EMERGENCY RESPONSE PLANS...... 47 AMBER ALERT ...... 48 GEOGRAPHY AND CONTRACT AREA SPECIFICS...... 49 GEOGRAPHY AND CONTRACT AREA SPECIFICS TABLE ...... 49 CA 4: SEA – TO – SKY HIGHWAY SUB CONTRACTOR...... 53 CA 7: CASSIAR TUNNEL & CA 7 OPERATIONS...... 53 CA 12: REVELSTOKE RADIO ROOM (RRR) ...... 54 GEOTECH...... 55 ROCK FALL NOTIFICATION ...... 55 THE PHCC ...... 57 INTRODUCTION ...... 57 DAY TO DAY...... 58 COMPUTER USEAGE ...... 60 DIVISION OF LABOUR ...... 63 INFORMATION REQUESTS ...... 65 TELEPHONES...... 67 FREQUENTLY USED WEBSITE LINKS ...... 68 RADIO INFORMATION ...... 70 BASIC OPERATION ...... 70 Radio and Electronics Section Contacts ...... 72 Radio Call Book ...... 73 EMERGENCY RADIO BACK UP SYSTEMS...... 73 SATELLITE PHONE INFORMATION...... 79 BUILDING / STAFF SECURITY AT THE SCR OFFICE...... 81 GENERAL ...... 81 After Hours Entry Procedures...... 82 Security of Staff ...... 83 Security of the Building...... 84 EMERGENCY EVACUATION...... 86 Procedure for Earthquake Evacuation...... 86 Procedure for Fire Evacuation ...... 88 Satellite Phone Information ...... 89 SNOW AVALANCHE ...... 90 AVALANCHE BRANCH OPERATIONS ...... 90 SAWS – Snow-Avalanche Weather System OPERATIONS ...... 90 Avalanche Hazard Forecasts ...... 90 Northern Escape Heliskiing ...... 91 Call Plan Grid...... 91 UPDATING THE IN OFFICE CALL BOOK AND AVALANCHE BINDERS ...... 92 FIELD PERSONNEL CHECK-IN ...... 94 EXTREME WEATHER BROADCASTS ...... 95 FBSYS (FORECAST BROADCAST SYSTEM)...... 97 KOOTENAY PASS AVALANCHE OPERATIONS ...... 100 SOPS...... 101 CALL BOOK AND AVALANCHE BINDERS...... 101 CBPQ FM RADIO...... 103 CHAIN UP REPORTS ...... 104 Chains In Effect...... 104 Chains No Longer Required...... 106 CONTRACT AREA BOUNDARIES ...... 108 DEAD ANIMALS ...... 111 EMAIL COMMUNICATIONS...... 112 MVA’S WITH FATALITIES – NOTIFICATION PROCEDURE...... 113 FIELD PERSONNEL CHECK-IN ...... 114 H-1070 / H-1080 WORK NOTIFICATION SHEETS ...... 114 JURISDICTIONAL BOUNDARIES ...... 116 LIVESTOCK ON ROAD...... 118 LANDMARK KILOMETRE INVENTORY (LKI) ...... 119 LOAD RESTRICTIONS ...... 121 MEDIA ...... 125 MOTLOG HISTORICAL ARCHIVE ...... 126 MOTLOG ...... 127 Strictly Informational Entry ...... 127 Incidents Requiring Further Action ...... 129 Updating an Incident and Linking Events...... 130 Clearing an Incident...... 130 Archiving Cleared Incidents...... 131 Searching the Archives...... 131 MOTOR VEHICLE ACCIDENTS (MVA’S) & ROAD CLOSURES ...... 132 MVA’S & ROAD CLOSURES: COMMUNICATION OF INFORMATION...... 134 POLICE CELLULAR TELEPHONE NUMBERS, NAMES AND FILE NUMBERS...... 137 POLICE REPORTING TO THE PHCC ...... 138 PROJECT BOOK & ACCORDION FILE ...... 139 TOW TRUCKS AND MVA CLEANUPS ...... 140 TRAFFIC CONTROL ...... 142 USING THE ROAD CONDITIONS WHITE-BOARD...... 143 BRIDGES
The ministry maintains and builds bridges around the province. Bridge Area Managers, located in each district, oversee the dealings with bridges in their contract area. Names and contact info of Bridge Area Managers can be found in their corresponding contract areas in the in office call book.
The PHCC operators are mandated to contact the Bridge Area Manager whenever a bridge or structure (over pass, etc) has been struck in an mva or is reported to have damage by the maintenance contractors.
If damage is reported to the PHCC from an outside agency (police, public, etc): • Call the maintenance contractor first to see if they have been notified and pass on the details. • Next, call the ministry bridge area manager to inform him as well (24 hours a day / 7 days a week)
TRANSLINK STRUCTURES: In the Lower Mainland, several bridges have been devolved to Translink but are still inspected by the Ministry and maintained by the maintenance contractor. (see table following instructions) A separate set of instructions follows:
• If the call comes in from an outside agency call the maintenance contractor first. OR • If the call comes in from the maintenance contractor, notify Translink first (using the following contacts) and ask if a ministry inspection is required:
Susan Hollingshead (A/Mgr roads & bridges) office: 604-453-4675 Cell: 604-306-1740 Home: 604-985-8103
Sheri Plewes (VP engineering & project svcs) office: 604-453-4577 Cell: 604-240-7706 Home: 604-946-7517
If NO: then reporting the info to Translink is the end step.
Page 1 If YES: Translink may be aware of an incident, in which case they will contact the appropriate MoT Bridge personnel and Mainroad for assistance. OR they may request the PHCC to make the call. Callout is as follows:
Allan Galambos (Mgr of Bridge / Structural engineering) office: 604-660-8244 Cell: 604-813-7045 Home: 604-942-2937
And:
Terry Mackay (Senior Bridge Inspection Technician) office: 604-660-8293 Cell: 604-813-7347 Home: 604-588-8152
If Allan cannot be reached:
Bill Szto (Bridge Consultant Liaison Engineer) office: 604-775-2477 Cell: 604-842-8136 Home: 604-291-7938
If Bill cannot be contacted:
Willie Chang (Bridge Rehabilitation Engineer) office: 604-660-3867 Cell: 604-329-8917 Home: 604-939-5371
If Willie cannot be contacted, call the appropriate Bridge Area Manager for the area of the Lower Mainland that the structure is located in.
The following is a list of Translink bridge / structures in the Lower Mainland:
Page 2
Translink Bridges in Lower Mainland Region
Bridge Number Bridge Name Road Name
2570 Knight Street North Knight
2403 Knight Street South Knight Street
6537 McMillan Dock Albion Ferry
6537 Albion Dock Albion Ferry
0053 Canoe Pass ** Westham Island
0933 Pattullo King George Highway
2571 Marine Drive O/P Knight
Page 3 CHANGEABLE MESSAGE SIGNS AND ELECTRICAL
Changeable Message Signs
Changeable message signs (CMS) are electronic signs which display travel and road condition information for road users, and the system used to run these signs is called CAMeleon. For a list of approved abbreviations and message categories refer to the provincial Changeable Message Signs Policy created by the Engineering Branch at headquarters. Highway Engineering Department (Senior Head, Traffic and Electrical Engineering: currently Ed Miska, P. Eng.) has responsibility for sign policy and approval of requests for non-standard messages. The PHCC inputs messages requested by ministry district staff. In addition, maintenance contractors may notify PHCC of a desired message from the list of pre-approved sign messages. Districts have jurisdiction over signs in their areas and may request, approve or disapprove requests outside Ed Miska’s jurisdiction. Special requests for sign messages should be posted in the Memo Book. Actual road conditions are displayed on the CMS signs generally from October 15th until April 15th of the following year (the “Winter Season”) and outside this period if winter conditions prevail. General rules for the Winter Season and Summer Season are outlined below. Contact the relevant Electrical Contractor for any CMS sign reliability issues.
The CAMeleon workspace for each computer is configurable, but do not change the settings. All the icon sizes and colours must remain the same in order to determine if there is an issue with any of the signs at a glance. The CAMeleon system server is located in the photocopier room in the PHCC. It should be running, but not be used to change signs. Each workstation in the PHCC is set up with its own CAMeleon “satellite” system – that is, CAMeleon can run fully from any workstation in the PHCC.
To ensure consistency in displaying changeable message sign information, use the following procedure.
Procedure Refer to the CAMeleon ITS Manual for detailed procedures on how to use the CMS computer program.
Page 4 Formatting and Message Priority CMS signs require formatting of information based on a scale of condition priorities. Some prevailing road conditions or visibility issues take precedence over others, and in the Summer Season, some messages regarding delays due to road works take priority over seasonal campaign messages (such as those of ICBC).
Basic rules for FORMATTING CMS messages: 1. Add a ROUTE NUMBER if necessary as indicated on the CMS Sign Sheet in the CAMeleon manuals. The CMS Sign Sheet is a layout of signs in groups for specific highway corridors and should be used to avoid confusion. 2. Depending on what message you will put on the sign, determine its priority based on the rules provided below; 3. For the smaller VMS (Variable Message Signs) Open / Closed signs, ensure you select “1” as the number of phases when changing them. 4. The format for letter size and flash speed defaults to a standard and should not be changed unless requested. For NTCIP signs (such as those on the Malahat on Vancouver Island, or in Prince Rupert), ensure the font index is at “4”. 5. Refer to the CAMeleon and the Memo Book for further information about signs and messages.
Basic rules for determining CMS MESSAGE PRIORITY (Winter Season): Priority 1 CLOSURES: A message notifying the public of a road closure takes priority over all other road conditions. Priority 2 SEVERE / EXTREME CONDITIONS: Such conditions are displayed first on a sign’s phase when having to share the space with other road conditions. Examples: LIMITED VISIBILITY (used with dense fog or blowing snow for example), EXTREMELY SLIPPERY (due to any cause). Priority 3 GENERAL road conditions (in the following order of priority): Compact snow Slushy Slippery Bare When using the above GENERAL conditions, always include “slippery” as a condition with compact snow or slushy sections as space on the signs permits.
For general messaging during the “Summer Season” priorities are as follows: Priority 1 CLOSURE messages Priority 2 CONDITIONS (if any) Priority 3 DELAY / WORK information
Page 5 Priority 4 CAMPAIGN messages (for Forest Fires, Drive BC website address or ICBC, for example). Such messaging is communicated by the PHCC manager or Ed Miska. For the Southern Interior Region’s signs, the prevalent message will be the Drive BC website address: www.drivebc.ca
Signs in Flash On occasion, the District staff may want signs in their area to stand out when a message is on them. This can be done (at their request) by posting a message on the first phase of the sign and nothing on the second.
Compact Snow & Compact Ice When using terms “compact snow” and “compact ice” on the signs in conjunction with other conditions, sometimes there isn’t enough room to fit all the information necessary. At times, it can be simple to use just “compact” when indicating compact snow. This is acceptable only when room on the signs is limited. At all other times, you must use the full “compact snow” when you are able. With “compact ice” there is no exception – you must use the entire phrase. If you use only “compact” and mean it to be compact ice, it will not be understood whether or not it is ice or snow. Because “compact” has been used with other conditions such as slushy and slippery, it has been understood that it indicates compact snow.
Use of Fallen Rock/Wildlife/Fallen Ice Static highway warning signs – a yellow diamond indicating fallen rock or wildlife – are placed in very specific locations across the province. Wildlife warning signs are placed where herd paths cross the highway and falling rock signs along bluffs and banks. Realistically, there is no need to put “watch for fallen rock / wildlife / ice” messages on the CMS overhead signs. PHCC operators should not be asking maintenance contractors if they would like such a message to be displayed as it is not up to them. Ministry district staff (Area and Operations Managers) is responsible for signage approval for their area, and in some district may have given permission to their contractors to put such information on the overhead signs. If road condition information is received by the PHCC and “fallen rock”, “ice” or “wildlife” have been indicated – do not put this messaging up on the overhead CMS signs.
Other Special Requests District staff around the province may have special requests for messages on the overhead signs from time to time. Some may want the signs to flash a message, and others may want a very temporary message up in the instance of an accident. When requests such as this are made, ensure you ask how long the messages need to be up on the signs for. Then, communicate this information via email (TRAN SCR PHCC) to the other operators.
Page 6 Requests for special messaging that come in from the police, or maintenance contractors (outside of road condition examples) should be forwarded to the Area Manager for approval.
It is an idea to keep special sign message requests on the Contract Area Specifics cheat sheet, or within the specific CA tab in the “Geography / CA” section of the manual.
Troubleshooting / Repair Call outs The CMS signs scattered around the province are maintained by the ministry’s electrical crews and electrical contractors. For more information on their contact numbers and jurisdictions, see the Electrical Binder. The NTCIP signs located in Terrace and on Vancouver Island are dealt with differently. If you have difficulties with either of these signs, contact Raylec (electrical contractor for Vancouver Island) or David Sarsiat (ESM for Northern Region – for the Terrace sign) immediately. If there is an issue with the CAMeleon sign program and / or computer itself (that is, from within our office) then follow the procedures below for doing troubleshooting before contacting one of the CAMeleon specialists (360 Surveillance).
Problem Action After changing the sign, the This may not be a problem. Since there are more diagnostic tab reads “waiting for signs than modems working to confirm / change the retry” signs, that specific sign may just be in the queue. Check it again in 15 mins (maximum). If it is still “waiting for retry”, try rebooting the system. If you have already rebooted the system, wait a while longer and try to resend the message. Failing that, call the appropriate electrician. The signs appear on the CAMeleon If the system has just been rebooted, wait up to half screen without colour (they are an hour for all the signs to reconnect with the “hollow”) modem. Eventually they will all be coloured. If the system has not been rebooted recently, then reboot the system. The sign colours are red First try to resend a message to them. If that doesn’t work, poll the sign and try to put a message up on it again (if one doesn’t come on from the polling). Failing that, try rebooting the system. If that doesn’t work contact the appropriate electrician or 360 person depending on what the diagnostic reading is. The sign colours are blue Follow the procedures above.
Page 7
360 Surveillance Group (to be contacted for SYSTEMS – related issues with CAMeleon): • David St. Claire (Systems Engineer) Office: 250-388-7232 Cell: 250-818-5290 Email: [email protected]
• Brad Calkins (Manager, Product Development) Office: 250-388-7232 Cell: 403-710-6543 Email: [email protected]
• D’Arcy Davidson Office: 250-388-7232
Highway Cams The ministry is responsible for overseeing the highwaycams that can be found through the Drive BC public website across the province. The PHCC has no responsibility to these cameras other than the procedure outlined below.
Daily Email Notification – issues with signs - CMS signs across the province need to be checked for proper operation 3 times a day: 0800, 1600 and 0000 hrs (midnight).
When requested by ministry personnel, the PHCC will follow a procedure (yet to be defined) to block the highwaycam image for a specified camera. The website link to the Highwaycam Index is: http://www.th.gov.bc.ca/bchighwaycam/index.htm
You will know a highway cam is inoperable as the screen shot on the index page will be blank; will show an outdated time or date or will read “not available”.
If there are signs that are inoperable, a daily email must be sent out at midnight to the electrical contractor / ministry electricians and to the manager of electrical services for each area (outlined below), as well as the Regional Director of the South Coast Regional signs.
Page 8 For highwaycams, please send an email out to Gord Smith and Tracy Cooper – listed below. If signs / highwaycams are functioning normally, there is no need for the email. Ensure to CC: the email to TRAN SCR PHCC in doing this.
Lower Mainland: Tracy Cooper, Regional Director – SCR: [email protected] Dave Franklin, ESM: [email protected] Larry Miyahara, Cobra Electrical: [email protected]
Vancouver Island: Tracy Cooper, Regional Director – SCR: [email protected] Sandy Quesnel, ESM: [email protected] Ron De Jager, Raylec: [email protected]
Southern Interior (Kelowna, Kamloops, Kootenays): Art Barry, Regional Ops Tech: [email protected] Jamie Hill (Kelowna Electrical Superintendent): [email protected] Ross Matthews (Kamloops Electrical Supervisor): [email protected] Bob Wilson (Kootenay Electrical Supervisor): [email protected]
Northern Region: David Sarsiat, ESM: [email protected] Scott Sherba, Westcana Electric: [email protected]
Highwaycams Systems Support (Victoria): Gord Smith: [email protected] Send the notification email to the ministry contacts (listed above) respective to the geographic location of the highwaycam.
Further operation: The CAMeleon system has many functions. At times, requests may be made to retrieve older data files showing what the signs were reading on a given date and time. This is
Page 9 done through the use of the archive server and detailed information is provided in the CAMeleon operation manuals for its usage.
Rebooting the Cameleon Sign Computer 1. Close off the client (your user screen) 2. Click the “Start” button (green) in the bottom left corner of the desktop and click the red “turn off computer” button. 3. Click the green “restart” button. 4. Allow computer system to restart on its own. Once finished, the usual login screen will appear where you click the little car to get into the system. 5. Click the car and you’re at the desktop. 6. There are 6 icons across the lower part of the screen. First, double click the DTMF icon. A box pops up; just click “ok” 7. Next, double-click the ADDCO icon. Another box pops up; just click “ok” 8. Double-click the TELESPOT icon. Note that when the box pops up there is a little field with a drop down box that says “listening port”. It will be automatically defaulted at “2000”. Click “ok” 9. Double click the TELESPOT icon again, and this time click the arrow at the right of the “listening port” drop down menu and choose “2001”. Click “ok” 10. Double click the blue SERVER icon. The big Cameleon box pops up along with 3 buttons on the lower right part of the box. Click the one that says “Run” 11. Finally, double click the blue CLIENT icon and sign in as usual.
Once you’ve rebooted, the system will take quite a few minutes to dial up all the modems and connect to the signs to read their displays (I think that’s how it works). Give it at least 30 minutes before worrying about any other issues.
ATIS 1. After clicking on the ATIS or Taylor Way sign in CAMeleon to open it, go to the message input screen. 2. Use the 1st phase of the sign only. Three lines are available. 3. Click on the centering icon on the left side of the screen before entering any message. 4. Type the message desired directly after the [JL3] characters on each line. 5. When finished entering the message, hit the done tab at the bottom, then wait for the message to change 6. When the time to remove the message arrives, go to the message input screen and blank each line, then hit the done icon. The automatic messaging will start again. 7. The sign may or may not go back to automatic messaging after a period of time that is set by electrical engineering. To ensure the sign has gone back to automatic messaging, then it’s best to blank each line as per the procedure specified above.
Page 10
DTMF (Dual Tone Multi Frequency Unit) Signs
DTMF signs are CMS (Changeable Message Signs) operated by the PHCC. Their operation is however different from other CMS signs and is described below. The DTMF signs around the province are mainly operated through a non-Provnet telephone, although some are operated through CAMeleon. Eventually, all will be operated by CAMeleon and the non-Provnet telephone line will be used as a backup.
DMTF signs include the following: 1. Severe Winter Conditions Signs (SWCS) Sea to Sky Highway at Alice Lake, Trepanier Creek, Aspen Grove, Portia, and Kingsvale. 2. Snowshed Hill Coquihalla chain up signs 3. Highway 20 road closure information signs (NB – not operated by PHCC) 4. Port Mann Bridge caution signs 5. Kootenay Pass Open/Closed signs. Additional steps are required. Refer to the specific instructions below.
Contact the relevant Electrical Contractor for any DTMF sign reliability issues. To notify the public of certain information, use the following procedures to activate DTMF signs.
Procedure Refer to the DTMF Open/Closed Signs Manual located in the PHCC for instructions on activating these flashing signs. Use the non-Provnet phone line to dial the signs for better quality reception. KOOTENAY PASS OPEN/CLOSED SIGNS: There are eight small DTMF Open/Closed signs with various messages situated across the lower Kootenays around the Kootenay Pass area (Contract Area 10). Mostly, they are used to inform travelers when Kootenay Pass is closed for avalanche control and whether there are delays for snow removal. It is very important to distinguish the two. These signs are currently operating on the CAMeleon system, and so CAMeleon should be used to change them when needed.
Procedures for filling out Kootenay Pass Check Off Sheets: The procedures for this important step needing to be done when avalanche control work or snow removal operations are ongoing can be found in the “Snow Avalanche Branch” section of this manual.
Page 11 Electrician Call Out
Electrical Crews and Electrical Contractors are based in the Lower Mainland, Vancouver Island, Kamloops, Kelowna, the north (Terrace, Fort St John and Prince George) and the Kootenays. Contact information and schedules change constantly and are kept up-to-date in the PHCC Electrical Binder (stored in the movable console). The ministry is slowly working at privatizing all the electrical crews. The process has been half completed so far. All instructions and information used in calling out an electrician can be found in the Electrical Book at the main console.
Do not tell outside callers (the public or police, for example) to call the electrical maintenance contractor themselves. This sometimes puts a flaw in the way they track their reporting and handle claims with ICBC.
The electricians have the responsibility of looking after the physical CMS and DTMF signs in their areas as well.
Operators must be familiar with the information required by electricians. The following questions should be kept in mind when gathering information from the caller: • Location: Geographic (highway or road name, cross street, municipality) and with respect to the road or intersection (northbound, northeast corner, etc) • Police File Number (if available); this is very important. It assists in linking claims to events for the electricians. • Specifics of problem. (Wires exposed? Which colour light? Primary or secondary signal head? Signal or lamp standard pole?); • Caller’s details (for follow up by the electrician if required)
If an intersection is reported “in flash” or “dark”, check the following BC Hydro website to check whether there is a power outage in the area FIRST BEFORE CALLING AN ELECTRICIAN. http://www.bchydro.com/outages/
If no outage is listed, call BC Hydro to confirm that there is no outage. If there is an outage in the area, do not call out the electrician unless other problems have been reported. Some areas in the Okanagan and Kootenays operate under the company FORTIS. Check the phone books or the emergency numbers binder at the main console for contact information.
Page 12
If you are calling and electrician to report a CMS / DTMF sign issue, ensure you have gone through the proper troubleshooting techniques outlined in the CMS SIGNS section of this manual. first before calling out the electrician. It is important (but not always easy) to ensure that the “issue with the signs” is either with the CAMeleon system in the PHCC or actually with the signs or equipment out in the field.
Electrical / CMS sign requirement where traffic is NOT being affected 1. For purely electrical issues (those issues that do not involve equipment obstructing traffic or require the maintenance contractor or their equipment) reported by the public or police, or confirmed CMS / DTMF issues (not CAMeleon system issues); call out the electrician regardless of time of day; 2. Refer to the electricians contact list in the Electrical Binder. Follow the instructions on the crew cover sheet to determine the proper contact, referring to work schedules if necessary. Use descriptive terms given in the Electrical Glossary section below as applicable; 3. Document the request for an electrician in MOTLOG (see MOTLOG section on Incidents Requiring Further Action for details on how to record this information); 4. If the request is as a result of a motor vehicle accident, note the police file number in the MOTLOG (refer to the section on MOTLOG for more detail on how to make an entry).
Electrical requirement where traffic is being affected 1. Where there may be implications for traffic safety due to an electrical failure or fallen lamp standard (for example), call out the electrician regardless of time of day; 2. Refer to the electricians contact list in the Electrical Binder. Follow the instructions on the crew cover sheet to determine the proper contact, referring to work schedules if necessary. Use descriptive terms given in the Electrical Glossary section below as applicable; 3. Document the request for an electrician in MOTLOG (see MOTLOG section on Incidents Requiring Further Action for details on how to record this information); 4. Determine which maintenance contractor patrol is responsible for the area. If necessary, refer to the Service Area Boundary Maps or LKI (Landmark Kilometre Inventory) sections of this manual; 5. Contact the maintenance contractor by making a radio call using radio call procedures; OR After hours during summer, call the contractor’s answering service. This service will contact the maintenance patrol covering that area;
Page 13 6. If there is a request for traffic control: Document the traffic control request to the maintenance contractor in MOTLOG (see MOTLOG section on Incidents Requiring Further Action for details on how to record this information); 7. If the request is as a result of a motor vehicle accident, note the police file number in MOTLOG (refer to the section on MOTLOG for more detail on how to make an entry).
Examples of Electrical Issues Reported by the Public Example 1 When a pole knockdown is reported, ask the following questions: a. What is the location? b. Is it on the roadway or is it on the side of the road? c. Is traffic being impeded? d. Is the pole a lamp standard or a signal pole? If a signal pole, what other details can be obtained?
PHCC Action If the pole is on the road and/or traffic is being impacted, call the electrical crew or contractor and the maintenance contractor, informing the maintenance contractor that the pole is a potential danger to the public. Sometimes the maintenance contractor will tell you that calls to electricians can “wait until morning” as they aren’t too urgent. Do not go on their advice as they are not trained electricians either. If the pole is on the side of the road and traffic is not being impacted, then only the electrical crew or contractor need to be contacted. The decision to go out and repair it immediately is theirs.
Example 2 When a burnt out traffic light is reported, ask the following questions (if the caller is willing): a. What is the location? b. Which colour is burnt out? Is it a left-turn arrow? c. What direction? d. Is it a primary traffic light (overhead on a pole in the middle of the intersection) or a secondary light (on a pole in the corner(s) of the intersection)?
Page 14 PHCC Action Contact the electrical maintenance contractor, giving the information from the caller. The EMC will decide whether the call requires immediate action or can wait until the next day. It is in our interest to get detailed information, but if a caller does not want to give more than "light out at X intersection", pass it on to the EMC and let them follow up.
Example 3 When there is a signal in flash, or an intersection is “dark” (possible power outage), ask the location.
PHCC Action Check the following BC Hydro website to check whether there is a power outage in the area. Or, in the areas where FORTIS has jurisdiction, contact them using the number listed in the emergency numbers binder at the main console. http://www.bchydro.com/outages/
If no outage is listed, call BC Hydro to confirm that there is no outage. If there is an outage in the area, do not call out the electrician unless other problems have been reported. Otherwise, call out the electrical crew or contractor.
Other Issues For other issues that are clearly electrical, for example, a street light failure, ask the location.
PHCC Action Call the EMC directly and provide the complaint information, e.g. location.
Glossary of Common Electrical Terms Lamp Standard: A street light. Not a traffic signal. Head or Signal Head: The unit in the intersection which contains the traffic signal lights Primary: Signal head which hangs from the pole over the main part of the intersection; the main set of lights; Secondary: Signal head which is attached to poles in the corners of intersections
Page 15 In Flash Traffic signal lights flashing. May be red flash or red - yellow flash. Dark No traffic signals are in operation.
ELECTRICAL SCHEDULES: Some of the electrical crews or electrical contractors send in callout and standby schedules on a regular basis. When received by the PHCC, these schedules need to be placed in the appropriate regional / area tabs in the Electrical Binder at the main console. Old schedules should be removed. If any schedules are missing, the operator must contact the electrical crew and ask them to send a new one.
LOWER MAINLAND ELECTRICAL ISSUES – Cobra Electrical Faxed Archives
Cobra Electric requires that the PHCC send them a list of daily electrical events for their area by fax. This is done by first doing a MoTLog archive search and then faxing the sheets to Cobra’s fax number. Steps for doing a MoTLog archive search can be found in the SOP section of this manual.
Generally this task is left to the operator(s) on shift at midnight. Once the day has finished, all the outstanding electrical events in the MoTLog should be archived. Then the archive is used to retrieve information for the day that just passed. It gets printed off and then faxed over to Cobra Electric – their number can be found in the Electrical Binder.
Page 16 COMMERCIAL VEHICLE INSPECTORS (CVSE)
The role of the CVSE organization within the Ministry is expanding. The need for CVSE units and resources are growing at the same rate as industry is putting trucks on the road. Most police agencies are aware of the Inspector and his / her phone number for their area, however on the odd occasion that the PHCC should get a phone call requesting that information – this page will ensure we’re not left without an answer.
For more specific information on the CVSE organization, visit their site at: http://www.th.gov.bc.ca/cvse/
CV Inspector names and contact numbers can be found in the radio call book (located within the office, or online at: http://gww.th.gov.bc.ca/gwwcm/Content/RadioElectronics/RadioCallBook.asp ) During DAYTIME / REGULAR hours (Monday – Friday: 0800 – 1600) call the appropriate CV Inspector for the geographical area. During all other OFF hours or HOLIDAYS / WEEKENDS there is a question of overtime allotment to Inspectors, so the CVSE Managers and Operations Managers will have to be called instead. Weigh Scale locations / phone numbers can be found on the CVSE intranet site, or in the white Emergency Numbers binder at the main console.
Page 17 DRIVE BC
Introduction
The purpose of this section is to provide the PHCC with policy and procedures regarding all aspects of Drive BC including: quality assurance, special entry procedures, and system and user support.
The Provincial Highways Conditions Centre [PHCC] is the primary owner of the Drive BC application. The primary purpose of the PHCC is quality control over the distributed information about the province’s highways that is primarily data entered by the maintenance contractors.
The PHCC’s email address, telephone and fax number are the single point of contact for Drive BC with the Drive BC project team in Victoria as a resource.
Page 18
Data Entry ***For step-by-step data entry instruction, refer to the “Maintenance Contractor Manual”***
Data entry into the Contract Areas At present, entry of road conditions and ongoing events has shifted to the Maintenance Contractors. The only exception is the Miller Cap (the contractor in the middle of Highway 99 from Horseshoe Bay to Function Junction in Whistler). The PHCC will continue to provide the data entry for this portion of the highway for as long as this company is overseeing it. Maps are used at the PHCC to show which areas the staff at the PHCC are still responsible for, as well as which of the division of labour regarding quality control of the entries. See the chapter on Quality Control for more details.
A staff person at the District will be designated and will be monitoring the conditions and incidents reported in all their contact areas, to ensure data quality. Any issues regarding data quality should be directed to the District. More information on that can be found in Chapter 3 – Quality Control.
The listing of the areas of responsibilities for both the maintenance contractors and area managers is in the in-office Call Book at the primary PHCC workstation.
To review the contract area boundary maps, you can follow this link: http://www.th.gov.bc.ca/popular-topics/maps/serviceareamap.htm
Ongoing Events and Road Conditions Maintenance Contractor Enter both Road Conditions and Ongoing Events Update, delete or confirm those events during the course of the day (either as per the contract specifications or as conditions change)
PHCC The maintenance contractors cannot edit the plans for events and conditions. The PHCC will edit plans when necessary based on requests from the maintenance contractor via email or phone.
Planned Work/ Future Planned Events Maintenance Contractor The Maintenance Contractor will continue to inform the Ministry / PHCC regarding planned work via H1070 form, email or fax. The maintenance contractor will also send updates to planned events when changes occur for the PHCC to update Drive BC. They will note the Drive BC event number where possible.
Page 19 PHCC The PHCC will enter the information received from both the maintenance contractors and ministry staff and will enter into Drive BC. The PHCC manage the Planned Event in the system throughout its lifecycle.
Editing Plans The PHCC will edit plans at the request of the maintenance contractor or district staff.
Closures If editing is required on plans of an event that is a closure, the maintenance contract will add the additional information to the comments section within the event. It is the responsibility of the PHCC to check the comments field when approving closures.
Non-Closures If editing is required on plans that are non-closure events: • If a contractor has an event that is not a closure but does require editing, they will email the PHCC giving the event ID number. • In the WIU this event will not be shown in red, so they must email the PHCC to request the action. • Look in the comments section of the event for the necessary information. Edit both the Web/Fax/Email and IVR plans and publish.
Note that it is understood that any event that has been created and published in Drive BC indicates that there may be a minor delay. If you look at the legend for the map on public website, it says that the yellow line indicates "use caution/delays," so there is no need to include minor delays in your edited plans.
Planned Events The PHCC should only be editing planned events when additional details of importance are required. The planned event causes are generic and do not require more specific descriptions. Always ensure when posting the “concurrent plan” that you review the “advance plan” to see if any edits have been made. DO NOT cut and paste the advance plan into the concurrent plan as this voids system triggers that update PWS times and supply “action” triggers.
Page 20 Closures
MC:
The MC can initiate a closure incident, however the plans must be accepted by the PHCC operators.
Publishing the Initial Road Closure Notification
1. When a MC enters a road closure, it will display in the WIU in red. If the plan has not yet been published, it will display the letter P in the Action column. 2. If there is additional information that requires editing into the plan, the maintenance contractor will add them to the comments field within the event. 3. Closures and delays of longer than 30 minutes must be marked as “major”
Publishing the Termination Plan at the End of a Closure
1. The contractor indicates the road is reopened by terminating the Road Closure, which will display in the WIU in red. 2. The system generates a termination plan for the closure; and will display a Terminated Icon. The PHCC will publish the termination plan for the Maintenance Contractor.
Note: The maintenance contractor should not delete the terminated closure as this will not give the PHCC the opportunity to post the termination “reopen” plan.
PHCC: Operators must monitor their respective areas (outlined in division maps) for road closures. Operators will not contact the MC to remind them to publish / post closures.
When the MC has entered a closure, the operator must read through and check the plan to ensure it makes sense, and must also make note of any other special details outlined in the “comment” text field that may need to go into the plan.
If the MC terminates a closure they are not supposed to delete it. MCs must click terminate to end the event when it is done. Clicking Terminate generates the Termination Plan, the event displays in red again with the P to show the plan is not published. Termination Plan must be accepted by the PHCC and posted to DBC for the public to be advised that the road has reopened. If a MC hits Terminate and then Delete right after it, then the PHCC staff will not get a chance to see the Termination plan and publish it. If this accidental deletion on re-opening is discovered quickly, you could enter an identical event, terminate it, and then publish the termination plan.
PHCC operators will also monitor TRAVEL ADVISORIES in the same manner.
Page 21 Travel Advisories
Procedure In the event of an extreme driving condition, an advisory may be initiated by: • MoT Area Manager, Operations Manager or District Manager Transportation in consultation with the Maintenance Contractor. • Maintenance Contractor with the approval of the District. The expectation is that these advisories will be issued infrequently and only in the event of extreme conditions when a highway is not being closed.
This process does not replace travel advisory processes in place for: • Highway 99 Heavy Rain Event • Highway 1, Sumas Prairie Blowing Snow • Avalanche Hazards
Definition An extreme driving condition is defined as road, weather and atmospheric condition(s) that creates difficult travel conditions, i.e. “don’t travel unless absolutely necessary”, e.g.: • Extremely slippery conditions such as freezing rain • Limited visibility – blowing snow white-out conditions, smoke from forest fires
Approval Process for Traffic Advisories
As with closures, the authority hierarchy for district approval is: Appropriate Area Manager If not available, then contact Operations Manager If not available, then contact District Manager Transportation If not available, then contact Adjacent Area Manager If authorization for the advisory is being issued by an Area Manager or Operations Manager, the District Manager Transportation must be advised.
Steps Prior to a Traffic Advisory
• Each District and Contract Area shall create and maintain a Service Area stakeholder distribution list in Drive BC(fax/e-mail) and the Drive BC system will distribute the advisory. o The District Manager Transportation will approve the initial stakeholder list. o This list is to be reviewed annually in conjunction with the winter preparedness meetings. o The approved Service Area Stakeholders list shall be set up in Drive BC as subscribers for Major Events for that area.
Page 22 To Initiate a Traffic Advisory
The Maintenance Contractor will: • Obtain District approval to post the advisory to Drive BC. The advisory will state when the advisory will be updated. • Enter the event, and save it. o Create a road condition choosing the closest condition type. o They will choose a severity of Major from the severity menu for this event; this is the system trigger which sends the event to the subscribers to Major Events. • Advise the PHCC by phone of the event ID and advise who provided District approval.
The PHCC will: • Edit the plan and publish the event in Drive BC: o The PHCC will edit the event plan to include this advisory wording: Travel Advisory due to
Note: The promised update time is outside of the system; the operator will need to remember to take action at that time. The Drive BC application will prompt for an update on any item after 4 hours.
• Update the advisory and re-post the information at the pre-determined update intervals. The system will automatically re-distribute to Service Area stakeholder list. • Update appropriate Changeable Message Signs (CMS) with advisory information.
DO NOT SELECT “Winter Driving Conditions” AS THE ROAD CONDITION FOR THE TRAVEL ADVISORY. This does not tell the public who choose to travel what conditions they can expect.
Below is an example of a Travel Advisory: Travel Advisory due to Heavy Snowfall 10 km south of Great Bear Snowshed to Merritt (87.5 km). Travel is not recommended unless absolutely necessary. The next update will be at < time>. Last updated on Friday November 25 at 10:53 am.
If there is any updated information, PHCC staff will update and republish the Travel Advisory.
Page 23 When the Advisory is over
Either the Maintenance Contractor or the PHCC will: • Receive approval to rescind the advisory from the District. • Terminate the advisory in Drive BC The PHCC will: • Post the Termination Plan. • The system will automatically distribute that information to subscribers of major events.
Record Keeping
• An audit trail for the advisory event is maintained inside Drive BC through the system log. • A separate paper or email audit trail (MoTlog) must be maintained for actions and approvals outside the Drive BC computer system.
Page 24 Avalanche Events
There are three different types of avalanche events in Drive BC. They span over all three classification of events. The following is a list of the event classifications and types (causes) and how they should be handled:
• Incident - Avalanche These should be entered by the maintenance contractor. The avalanche has occurred and there is a physical blocking of the roadway. This may result in a closure that the PHCC would approve.
• Future Planned Event - Avalanche Control This is a planned event that is determined by the ministry avalanche crew. Avalanche operations that happen within a specific time frame where traffic may be delayed on the highway for short durations during a four hour window within which control may be happening at any time. Although traffic is delayed it is not officially closed unless it is a High Avalanche Hazard. The PHCC staff will enter this event when advised by MoT staff.
Below are examples of suggested responses for avalanche control delays. o Hwy 3 will have delays of ______(30 minutes, up to 1 hour, up to 2 hours) in BOTH directions for ______(avalanche control) from 0800PST to 0900PST from the Kootenay Pass summit to (5,6) ___ km ____ (east or west) of the summit.
o Hwy 3 from Salmo to Creston over Kootenay Pass is closed until further notice for avalanche control. Alternate route using the Kootenay Lake ferry system is in effect.
• Road Condition – High Avalanche Hazard The maintenance contractor may make the initial entry. The closure of the road is determined by the ministry avalanche crew and should be confirmed by the PHCC before accepting the closure plan.
The High Avalanche Hazard should not be entered as just a point event. This does not show a red closed section on the public website map and the icon hovers right over the point obscuring the road. To prevent that problem, report closures due to High avalanche hazard as a segment that would likely be between to sets of avalanche gates. This will ensure that the map will show a red segment indicating a closure, however, ensure that the text message displayed shows points that are recognizable to the public. If you encounter this problem, edit the text to read where the closure actually is, for example, Kootenay Pass rather than from the gate on the east side to the gate on the west side.
Page 25 Forest Fires
There are two possible options when declaring events for forest fires. You could use either one or both depending on the situation. o Incident with the cause “forest fire” This cause is used when the road is affected directly by the forest fire, ie. It is closed due to the threat of forest fire.
o Road condition with the cause “limited visibility with smoke” This cause is used when the road is affected by the smoke only.
It is possible that both could be used for the one fire – if one stretch of road is closed due to the forest fire and another stretch is only affected by the smoke.
Page 26
IVR
Recording Times Reading the reports on the IVR must begin at the following times:
Winter Schedule • 6:30 am • 11:30am • 3:30 pm • 8:30 pm • And if there is a major event - for a major event the IVR is updated as the event changes.
Summer Schedule • 6:30 am • 1:00 pm • And if there is a major event - for a major event the IVR is updated as the event changes.
Determine IVR Updates When you need to update the IVR recording:
1. Launch the public website at www.drive.bc.ca 2. Choose the correct current information list, by area or by route. Click Print This Page You may choose to print the report you need, or if you are comfortable reading from your computer screen that is fine too. 3. Read the report as shown in the examples section below. You will be adding a few extra words to the report including a closing sentence.
Notable Exceptions Don’t read the distances provided in the brackets by the system.
Read any major event for a report first, and then don’t read it again if it occurs in the list.
When reading the South Coast reports, staff needs to exercise discretion and not read events from some parts of the highway:
• Report 91 includes hwy 99 +101: read events starting from Horseshoe bay not from Peace Arch [e.g. don’t read George Massey tunnel events] • Report 92: don’t read anything from before Hope as report is labeled as from Hope to the Alberta Border. • Report 96: don’t read events on 99 past Horseshoe bay.
Page 27
If There Are No Events for an Area If there are no events for an entire report you read this text instead: • All roads are reported bare with no reported delays.
Report Sources for Reading into the IVR Below is the chart that shows which links you need to select in Drive BC to create a reading script to record the IVR message. The recording code is shown to the right of the menu choice from the phone system. Road Reports DBC Select By: Route / Area By Route Current Events - Highway 99 & 101 1.1) Hwy. 99 / 101 then Print this Page By Route Current Events - Highway 1 1.2) Hwy. 1 then Print this Page 1) South & By Route Coastal 1.3) Hwy. 3 Current Events - Hwy. 3 Hwy. 1, 3, 5 to AB then Print this Page Border By Route Hwy. 97C - 1.4) Hwy. 5 / 97C Okanagan Current Events - Hwy. 5 & 97C Okanagan Connector then Print this Page Connector Hwy. 101 - By Area Current Events - Thompson Nicola & Sunshine Coast 1.5) Thompson / Okanagan then Print this Page Okanagan Shuswap, 5A Okanagan / Kootenay Route By Area 1.6) Greater Vancouver / Lwr. Current Events - Lower Mainland Mainland / Fraser Valley to Hope then Print this Page By Area Current Events - Rocky Mountain / East 1.7) Kootenay Area then Print this Page Kootenay & West Kootenay. 3A, 3B
2.1) Cariboo: 100 Mile House By Area Current Events - Cariboo District / Williams Lake / Bella Coola / then Print this Page Quesnel / Barkerville
2) Cariboo 2.2) Highway 97: North of Cariboo District Prince George & all surrounding By Area Current Events - Peace District & Fort Peace River areas / McKenzie / Tumbler then Print this Page George (if needed) Ridge / Dawson Creek / Fort St. Highway 97 North John / Fort Nelson Highway 16 2.3) Highway 16: T-1 to Prince Rupert / Queen Charlotte By Area Current Events - North Coast Skeena, Islands / All routes N.W. of then Print this Page Prince George & Bulkley Stikine Prince George / Hwy. 37 Kitwanga to Yukon Border By Area 3) Vancouver Current Events - Vancouver Island District Island then Print this Page
Initial choices 4 and 5 on the phone tree have not changed: 4 is Ferries, and 5 is About. These shall be maintained following your usual procedures.
Page 28 Examples of Reading the Reports In the examples below, the staff person would read the highlighted information. Each highway number is read just once, and then all the events for that highway are read.
You need to add the words in green so that it reads more like a sentence.
Example1: Area with one event [The]Drive BC [Road Report as of] Sep 28, 2005 12:55 PM
Events & Conditions:[for the] Okanagan Shuswap - current events
Route Description Last Updated Highway 1 Construction with minor delays 3 km east of Salmon Sep 14, 2005 09:30 PM Both Arm 7:00 am to 5:30 pm Mon-Fri through Oct 31. Directions Updated on Wed Sep 14 at 9:30 pm. (ID# -805) When you are at the end of your items, you will say something like: “And that is the end of this report”. Or, “This is the end of the report, drive safely.”
Example 2: Area with multiple events on one highway:
[The]Drive BC [Road Report as of] Sep 28, 2005 01:22 PM
Events & Conditions: [for the] Cariboo - current events
Route Description Last Updated Highway 97 Minor delays 2 km north of 100 Mile House 0730 to Sep 14, 2005 04:53 PM Both 1730 through September 30th for shoulder widening Directions and no-post installation. Updated on Wed Sep 14 at 4:48 pm. (ID# -763)
Highway 97 Road Construction 26 km south of Williams Lake 7:00 Aug 15, 2005 09:12 PM Both am to 7:00 pm daily through Oct 27. The road is Directions reduced to single lane alternating traffic. Updated on Mon Aug 15 at 9:12 pm. (ID# -621)
Highway 97 Road Construction with lane closures in both Aug 12, 2005 01:23 PM Both directions 40 km south of Quesnel to Quesnel (40 Directions km), 7:00 am to 5:30 pm Mon-Sat through Sep 30. Updated on Fri Aug 12 at 1:23 pm. (ID# -417)
When you are at the end of your items, you will say something like: “And that is the end of this report”. Or, “This is the end of the report, drive safely.”
Page 29 Quality Control
PHCC Division of Labour
Winter Shifts DBC requires constant monitoring for issues and closures or major incidents posted by the contractor. In order to avoid confusion in monitoring and duties associated with DBC, the 11 ministry districts have been divided into 2 parts and have been assigned to the winter shifts (listed above as follows):
• A / C / E Shifts: these shifts will be covering the oddly numbered districts (that is 1, 3, 5, 7, 9, and 11). • B / C / D Shifts: these shifts will be covering the even numbered districts (those are 2, 4, 6, 8, and 10).
The C shift, because the operator will be working alone, must cover all areas during the hours of 0100 and 0530.
Summer Shifts During the summer season the operators work alone, therefore, they would monitor all districts while on shift.
PHCC Role in Quality Assurance The PHCC are required to monitor Drive BC for quality control. The PHCC’s role is that of support and assistance only. The operators are NOT to be entering conditions or events for the MCs unless the MC is unable to access Drive BC.
ONLY Contact the Maintenance Contractor if: • Additional information is required for a road closure, • Additional information is required for a travel advisory, • Additional information is required for a requested edit to an event’s plan • There are specific data entry issues that require attention, see the “Quality Assurance Checklist” below for examples
The PHCC should ONLY contact the maintenance contractor for DRIVE BC data entry issues. The area manager should be contacted for any issues regarding contractor performance. See the “Quality Assurance Checklist” on the next page for details.
Contact the Area Manager: If the PHCC operator has concerns regarding the data entered by the maintenance contractor they should contact the appropriate Area Manager (either by phone or email). The Operations Manager for that area should be cc’d if an email is sent.
Remember! The Area Managers are the only ones familiar with the Contractor Assessment Program (CAP) and any issues regarding the MCs and Drive BC must be
Page 30 filtered through them. The ministry policy is that the Area Managers are to deal directly with the maintenance contractors to ensure they are doing their jobs adequately.
District Role in QC A district person for each contract area is assigned the Drive BC quality assurance role. This person will be setup as a subscriber to Drive BC to assist them in the review of events for their area.
The Area Manager for each contract area will be the key point of contact for questions or concerns about data quality or the contractor’s business practices in Drive BC.
Quality Assurance Checklist Below is troubleshooting list of some issues that may arise during Quality Control. If the contractor calls the PHCC to ask for assistance, below are some ways you can help them out.
If any of the following is noted and assistance is not requested by the MC, then the Area Manager must be contacted. If you are emailing the Area Manager, be sure to CC the Operations Manager as well.
Issue Action to be Taken Non-closure Events where the Plans are not Contact the Maintenance Contractor published after a reasonable period of time. Remind the contractor that the plans must be published [Event displays a P] for the public to be informed. Ensure that both tabs of the plans, web and IVR must both be Accepted.
Contact the Area Manager If this is a consistent problem with the same maintenance contractor. More than one road condition on a stretch of Contact the Maintenance Contractor road Reiterate the business rule and refer the MC to their Quick Reference Guide and Manual.
An illogical condition has been entered, Contact the Maintenance Contractor such as an item that should be a point event This is likely to be a logic problem or just simply is entered as a long linear event, such as an clicking on the wrong thing. abandoned vehicle that is several kilometers long. Conditions and Incidents which are not Contact the Maintenance Contractor confirmed after the maintenance Ensure the MC knows the schedule when updates are contractor’s update times as documented required. for the winter and summer schedules. Contact the Area Manager If this is a consistent problem with the same maintenance contractor.
Page 31 Issue Action to be Taken Events that are marked with Major severity Contact the Maintenance Contractor but are not a closure or a delay of greater Reiterate the business rule and refer the MC to their than 30 minutes Quick Reference Guide and Manual.
Events that are a closure but are not marked Contact the Maintenance Contractor with a Major severity. Reiterate the business rule and refer the MC to their Quick Reference Guide and Manual.
Conditions or Incidents reconfirmed a large Contact the Area Manager number of times Describe in detail what we have noticed. For example: We have noticed that the black ice condition on Hwy 29 east of X has been there for 3 days, and has been reconfirmed 12 times. Is that condition/incident actually there? A contractor has put an event with a cause Contact the Maintenance Contractor of Winter Driving Conditions. That condition is in the list for future use in connecting to the changeable message signs. The Ministry requires maintenance contractors be more specific about the conditions on the roads in their contract area. Terminating Regular Events and Not Contact the Maintenance Contractor Deleting Immediately Ensure that the delete terminated non-closure events right away. The event will remain on the PWS for further hour if not deleted.
Reiterate the business rule to the MC and refer them to their Quick Reference Guide and Manual
Road condition cause or reference points Contact the Maintenance Contractor have been changed. Road conditions details should not be changed. The event must be deleted and a new event put in describing the new condition.
Page 32 Fax and Email Subscribers
Adding, Managing and Changing Subscription Information Any ministry staff person can add and manage subscriptions.
1. Have the person requesting to be added either fill out the subscription form (link below) and submit it themselves to TRAN SCR PHCC, or the PHCC may fill it in and submit it on their behalf. • Print off the subscription form • Place the printed request in the mail tray of the Manager, PHCC • Manager will advise when the disclaimer has been sent to the requestor and give a printed copy of the email. • Add subscriber to Drive BC. A summary of adding a subscriber is listed below. Detailed procedures are available on the U drive as listed on the resources section below. • Attach the subscription form and disclaimer form • File in the “completed subscription form” folder in the filing cabinet holding the printer and fax machine.
Additionally, there is a list of PROCEDURES which can also be sent if the requestor requires it. 2. All correspondence should come from the PHCC DBC mailbox and not your personal email account. 3. You may have a request to UPDATE an already existing subscriber, which can be done by going into the subscriber’s details, changing them and saving those changes.
Summary of adding a subscriber 1. Click Manager Subscribers 2. Scroll to the bottom of the list and click Add New Subscriber 3. Enter a Name. For ministry major event subscribers • Use “MOT Dist # Closure Notif” for single district subscribers • Use “MOT Dist ### Closures” for multiple district subscribers, until you run out of room in the Name field. • Use “MOT Dist All Closure Notif” for those that are subscribed to all district’s closure notices 4. Enter the subscriber details. The name is the only field that must be entered. Fill in a 1 for the missing data 5. Save. 6. Screen will return to the subscriber list. 7. Scroll and find the new entry 8. Click Modify 9. Click Manage Districts. The Add District screen displays
Page 33 10. Add their District. [Warning: If you leave out this step they will get notifications for all districts once you have a service and schedule set up]. Then click Done. 11. From the Manage Subscriber screen, click Add Service. 12. The default is email. Enter their email address then click Save, then click Done. 13. If the subscriber is a government employee you can double check their email address using Outlook. Warning: Many first names are a nickname, Dave for David, Jim for James, and unless you check which is used, the email address we enter may be wrong • The list we are working from shows their email display name, which may not be the same as in their email address. • Hyphens are also handled differently depending on who set up the person’s email address. • If you at all in doubt, check the spelling using Outlook, and copy and paste their email address. 14. Screen will return to Manage Subscriber. 15. Click Manage Schedules, Click Add Schedule. 16. Set the schedule. For Ministry major event subscribers: • Schedule Mode: Event Drive [event driven if for Major Events only] • End time 2359 • Severity: Major Events 17. Click Save on the schedule and then click Done. 18. Click Done again to exit that subscriber.
Subscription Resources
The SUBSCRIPTION FORM can be found at: U:\DriveBC\Forms\ DRIVE BC SUBCRIPTIONS form.doc
The PROCEDURES can be found at: U:\DriveBC\Procedures\Fax and Email Subscriptions Procedures.doc
The DISCLAIMER can be found at: U:\DriveBC\Procedures\Subscriber Disclaimer.doc
Page 34 Supporting Drive BC
Supporting Drive BC is made up of actively monitoring the Drive BC application, answering phone inquiries or requests and monitoring the PHCC email inbox as well as the TRAN SCR PHCC emails.
Some PHCC operators have TWO IDs (one for the government – the IDIR – and one for the MC they work for). Since the IDIR ID gives more privileges the MCs do not have it is UNACCEPTABLE for a PHCC operator to use their IDIR ID when working for the MC.
Adding the PHCC mailbox to your Outlook The PHCC mailbox has been given to maintenance contractors and ministry staff as a contact email address for Drive BC issues. Each staff member at the PHCC should have the [email protected] email box added to their Outlook profile
If you do not have this added, you can add it by following these steps:
1. On the Tools menu, click E-Mail Accounts. 2. Ensure the radio button is set on View or change existing e-mail accounts, and then click Next. 3. In the list, click the Exchange account type, and then click Change. 4. Click More Settings, and then click the Advanced tab. 5. Click Add, and then type the mailbox name PHCC 6. Click OK, then Next then Finish.
You must also be in the correct security group to access the mailbox; to be added initiate a new service request. If you are already in the correct security group, once you have added the mailbox you will be able to access it.
USE of the PHCC Drive BC email inbox and the TRAN SCR PHCC email address Staff must monitor both their own inbox and the PHCC inbox throughout their entire shift.
PHCC DBC INBOX The PHCC Drive BC email inbox is the common inbox that is shared among all operators. DO NOT delete emails in this inbox – the emails are required for tracking purposes. All emails should be moved to the “completed” folder when they have been dealt with. Also, a copy of each email will be auto forwarded to the Manager of PHCC for tracking purposes.
Page 35 If something is received in this inbox that should be brought to everyone’s attention in the PHCC, forward it to TRAN SCR PHCC.
Note: Only those issues that require the attention of all staff should be forwarded to TRAN SCR PHCC. Any straight forward questions of business policy or data entry inquires can just be placed in the completed folder when done.
The “Drive BC Alerts” subscriptions are received in this inbox. These alerts are records of the day’s incidents and conditions and will be used if there is a PWS outage. There is a rule setup to direct the subscriptions to a subfolder in the mailbox. One folder is setup for Major Events and the other is setup for All Events by Highway. Staff will use the latest Major Events and All Events reports if there is a system outage. See the Public Website Outage Procedures for more details.
The subscriptions should be kept for a period of at least 24 hours. The graveyard person on shift should clear out the day’s files at the same time as completing the electrical fax and motlog backup. (See the chapter on PWS outage procedures for more information)
Remember to always keep the most recent alert (even if you are clearing out previous ones). Anything other than DBC alerts and other DBC related items should not be coming into this inbox.
Email Inquiry Response Process PHCC operators are required to monitor the PHCC DBC mailbox as well as the TRAN SCR PHCC mailbox during their entire shift. They are expected to assist MCs / stakeholders / District staff with enquiries regarding DBC that come into these email boxes. If you receive a policy/procedure question regarding the PWS or WIU: • Resolve client issue if possible. Move the email from the inbox to the completed subfolder. • If frequently asked question, email “TRAN Drive BC Business Team” for inclusion in the help file. • PWS: If unable to answer question, direct user to the PWS Feedback form. • WIU: If unable to answer the question forward email to “TRAN Drive BC Business Team”.
NOTE: Move all emails to the completed folder when the question has either been forwarded or resolved.
If the user is unable to access Drive BC, refer to the “Troubleshooting for Users Who Can’t Access Drive BC” chart below.
Page 36 Telephone Inquiry Response Process Any inquiries coming in to the PHCC through the telephone should be handled as follows: If you receive a policy/procedure question regarding the PWS or WIU: • Resolve client issue if possible. • If frequently asked question, email “TRAN Drive BC Business Team” for inclusion in the help file. • PWS: If unable to answer question, direct user to the PWS Feedback form. If they do not have access to the internet, fill out PWS Feedback form on their behalf. • WIU: If unable to answer the question send an email to “TRAN Drive BC Business Team”.
If the user is unable to access Drive BC, refer to the “Troubleshooting for Users Who Can’t Access Drive BC” chart below.
Troubleshooting for Users Who Can’t Access Drive BC Below is a chart with a set off questions to assist in diagnosing the problem when a user advises that they can’t access Drive BC. If you determine that multiple users are experiencing problems, refer to the “PHCC DriveBC Escalation Guidelines” in the PWS/WIU Outages and Procedures chapter. Is it during The only instance that system access is not guaranteed is during the times reserved for technical servicing and the change updates. window or backup Change windows occur: times? • Every Wednesday evening from 6 pm – 10:30 pm • Every Sunday morning from 6 am to 9 am If it is unavailable during part of the change window, try again during that time, as it does not normally use the entire window.
A daily backup runs at 2 pm. It takes only a few minutes, but the WIU will show an error message of Bad Gateway in the Status section during that time. If you leave your browser alone, after the backup is done you will not need to log back in again in order to continue working with the WIU. Is DriveBC YES: the only Have you shut down your internet browser shell and re-launched it? internet Drive BC stores failed attempts to log in; after 3 failed attempts even with the correct login information you cannot application login unless you start a new internet session. that you are NO: having • Have you shut down and restarted your computer? problems • Have you checked that all your internet cables are fully plugged in and not loose? And then restarted your with? computer? Can others YES: in your If you can access other internet sites, and others in your office can access Drive BC, the problem may be with your location configuration or with your password/security setup. Try using another computer in the office. If you can get into access the Drive BC on that computer, the problem is with your computer’s software configuration, hardware or cabling. Drive BC? Try using your BCeID to access other MOT applications which you have been granted access. If you can’t access any government partner program application, there may be an issue with your BCeID. Contact the BCeID helpdesk. NO: If the others at your location can’t access the internet it is probably an internal technical problem. This needs to be dealt with by the local technicians (for the company or district).
Page 37 You are YES: able to • Do you know your password? access • Are you typing it correctly? Drive BC • Is your Caps Lock key on? but are They may need to contact the appropriate helpdesk for support on their password. getting the For BCeID helpdesk: “we can’t • In Victoria: 356-2741 identify • Elsewhere in BC: 1-888-356-2741 you” • Outside of BC: 250-356-2741 message. • Email address: [email protected]
Have you For IDIR: Ministry Helpdesk 387-7000 been in Drive BC NO: Have they been set up as a user yet? before? • Check Manage Users for their user name. • Also look under their organization name. There is a period of time in between the user having their BCeID granted and their being set up in the correct security groups by the centralized security services. Once this is done, the user can be set up in Drive BC.
If you do not see the user’s name in the Users list, email the project office to ask about the user’s set up.
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Change Requests and Issue Reporting
Reference Point Change Requests The District Staff has been tasked to the revision / changes / updates to the reference points in Drive BC.
Changes from a contract area are reviewed between the Contractor and the Area Manager. After the district collects the requests and determines what changes are required, they will forward the request to the Drive BC business team.
Maintenance Contractors and Districts can submit reference point changes in an excel spreadsheet, using RIMS (or an offset from a RIMS point) to describe where they are along a highway. The request should include: highway number, name, point name, location along road (often from existing point) and whether or not this is a boundary with another contract area (if it is, the other district / contract area management must also approve).
It is preferred that the maintenance contractor or district staff member sends an electronic copy of the existing points spreadsheet (by road) and modifies to include any adds, deletes, renames, reorders, and reasons for each move to the Drive BC business team.
Reporting Issues and Bugs This is the process for reporting any non-critical Drive BC issues. A non-critical issue is one that has a minor business impact such as: missing cause list, incorrect reference point, minor number of users affected or there is a workaround available.
Ensure any issues you find are repeatable. Capture screen prints of any error messages or the issue itself. Click on the “PRINT SCREEN” button. This copies the computer’s desktop as is to your clipboard. In the body of your email right click in the text field and “PASTE”.
Any issues or bugs found with Drive BC should be emailed to “TRAN Drive BC Business Team”.
WIU Alerts Emails There are a variety of system tools monitoring the Drive BC system computers. Some of these generate email alerts. If Drive BC’s WIU is unavailable, an alerts email is triggered and sent to PHCC and to support personnel. When Drive BC is available again, another email is triggered and sent to the same group. Please see the following chapter for the PWS/WIU procedures if the system goes down.
Page 39 Standard Daily Backup Outage at 2 pm Every day at 1400, Drive BC goes through a backup and is offline momentarily. This may generate the same alert email as any other outage, but it is standard.
PHCC Drive BC Escalation Guidelines The following are the steps to determine the course of action for DriveBC issues: 1. Determine issue severity (see Escalation Guidelines below for details): Critical – major business impact such as: public website down, significant number of users impacted, PHCC unable to enter data and there is no workaround. Non-Critical – minor business impact such as: missing cause list, incorrect reference point, minor number of users affected, or there is a workaround available. 2. Refer to guidelines listed below. Severity Environment Issue Tasks CRITICAL PWS and/or WIU PWS and/or WIU is • Send email to “Tran Drive BC PROD Notify”. unavailable • Refer to the following “PWS/WIU Outages and Procedures” chapter PWS and/or WIU PWS and/or WIU • Send email to “Tran Drive BC PROD Notify” with detailed description available but there is a of the issue and screen shots if possible. critical technical problem (i.e. PWS not updating, • If problem persists, the DriveBC Project Team will advise PHCC of can’t add or edit events in status and if further action is required. the WIU) PWS and/or WIU Receive Sitescope email • Check PWS and WIU (ensure that you can update in WIU) “down” alert • Follow procedures as appropriate if system unavailable WIU WIU unavailable for • Email “TRAN Drive BC Prod MoT Staff” to advise that the area PHCC only managers (or designate) should monitor DBC for closures to approve etc. until the PHCC is able to access again. • Email “TRAN Drive BC Prod MoT Staff” when PHCC able to access WIU again. NON-CRITICAL PWS and/or WIU Drive BC available but • Find a work around if available. Document work around and send to there is a non-critical PHCC email. technical problem. • Send a note to “TRAN Drive BC Business Team” including screenshots if possible. PWS and/or WIU Is it a cosmetic/aesthetic • Complete a “service request” form (U:\\PHCC\DriveBC\Forms\Service issue? Request.dot). and send to “TRAN Drive BC Business Team” PWS and/or WIU Usage or policy/procedure • Resolve client issue if possible. question regarding PWS. • If frequently asked question, email “TRAN Drive BC Business Team” for inclusion in the help file. • PWS: If unable to answer question, direct user to PWS Feedback form. • WIU: If unable to answer question forward email to “TRAN Drive BC Business Team” WIU WIU unavailable for one • Email “TRAN Drive BC Business Team” if the problem is with IDs. MC only • Get the MC to fax the PHCC with the events that require entering. • PHCC to enter details until MC is able to access WIU.
Page 40 PWS/WIU Outages and Procedures
This section contains the procedures for ensuring that the current information is displayed on the internet for the public when Drive BC is not available. There are subscription emails that come on a regular basis into the PHCC DBC email inbox giving a synopsis of current conditions and ongoing major events. These emails are to be used for the manual creation of the “backup” road reports. • PHCC is set up with an email subscription so that a Major Events report is delivered each time an event is either added or updated. • PHCC is set up with an hourly email subscription containing a report on All Events by Highway. • When Drive BC system is not functioning, the general web page is replaced with a text listing of major events and all ongoing events by highway in the province.
Prior Setup Required By PHCC Staff All staff will monitor the PHCC DBC mailbox during their shift. If there is any problem with the mailbox, they will report it to the Helpdesk. The PHCC DBC mailbox should not be used for any emails other than DBC specific. Emails requiring fast-responses or non-dbc related should be sent to TRAN SCR PHCC inbox.
• [email protected] has been set up in production as a subscriber to Major Events, with the setting of ‘periodic’ which is ‘as events change’. • A folder is set up in the PHCC mailbox for the Major Events subscription emails; staff will move the Major Events emails to that folder and discard any that are older than 24 hours. • [email protected] has been set up in production as a subscriber to All Events by Highway, with the setting of hourly updates. • A folder is set up in the PHCC mailbox for the All Events by Highway subscription emails; staff will move the All Events subscription emails to that folder and discard any that are older than 24 hours. • A NewsFTP.exe icon has been added for all PHCC staff automatically transfers
the file to the FTP server for posting. This is what it looks like: NewsFTP.exe.lnk
Page 41 Process When the Public Website [PWS] Goes Down These are the procedures that the PHCC must follow. The detailed steps to edit and post the news.txt file begin as follows.
If the PHCC receives email alert that PWS is down… NOTE: At 2 pm daily there is a brief interruption due to the daily backup.
1. PHCC receives the email alert that the PWS is down. 2. The PHCC must post the latest Major Events and All events text on the News.txt file. The detailed steps are below in the “Posting Procedure – Detailed Steps” section.
Posting Procedure - Detailed Steps When the PWS goes down, you copy the Major Events and All Events by Highway’s emails into the News. Txt file and post it. 1. Open the NEWS.txt file from the Road Reports text file directory. 2. Edit the NEWS.txt file: copy the latest Major Events report email (cut and paste) into the file and save. 3. Copy and paste from the “Major Events” as shown below. Delete the two lines highlighted in yellow: • Traveller Information Report, and • Informational only, please do not reply Drive BC All Major Events By Highway Travellers Information Report Informational only, please do not reply
Highway 97 Southbound Road reopened at Junction with Westside Road. Upd ated on Wed Nov 16 at 1:10 pm. (ID# 2125)
Figure 1 Example of the Major Events information. Cut out the two lines highlighted in yellow. 4. If there are no Major Events to report, proceed to “All Events by Highway”. 5. Continue to edit the NEWS.txt file: copy the latest All Events by Highway report email (cut and paste) into the file and save. 6. Copy and paste from the “All Events by Highway” as shown below. Delete the two lines highlighted in yellow:
Page 42 • Traveller Information Report, and • Informational only, please do not reply
Drive BC All Events By Highway Travellers Information Report Informational only, please do not reply
Atlin Highway Both Directions Compact Snow with Plowing & Sanding from Atlin to Border ofBritish Columbia and Yukon (51 km). Update d Wed Nov 16 at 6:45am. (ID# 2084)
Head Bay Road Both Directions Limited Visibility with Fog from Tahsis to Gold R iver (64.7 km). Updated Wed Nov 16 at 9:27 am. (ID# 2110)
Hemlock Valley Road Both Directions Compact Snow with Slippery Sections from Harrison Mills to Hemlock Valley (21.5 km). Motorists must carry ch ains. Updated Wed Nov 16 at 11:33 am. (ID# 1575
End of Travellers Information Report Wednesday 16 November at 13:00
Figure 2 Example of All Events by Highway information Cut out the two lines highlighted in yellow. 7. Check that Wordwrap is on in Notepad: Format menu, Wordwrap has the checkmark. 8. Save the NEWS.txt file before ftp-ing it. 9. Double-click the NewsFTP icon. This screen will appear:
Page 43
10. Click Upload. This will automatically transfer the file to the FTP server for posting. A success message will display when the action is complete.
There are no Major Events to Post If there is no current major event, you will still copy and paste the no event text: Drive BC All Major Events By Highway Travellers Information Report Informational only, please do not reply
There are currently no major traffic events to report
End of Travellers Information Report Friday 18 November at 10:00
Figure 3 Example of Major Events Text when there are no major events. Cut out the two lines highlighted in yellow.
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An Event Is Updated While the PWS Is Still Down
If WIU is available: • Gather information via email, fax and continually monitoring the PHCC DBC mailbox and email subscriptions;
• Update the NEWS posting as soon as information is available using the procedure above
If WIU is unavailable: • Receive phone calls from Maintenance Contractors regarding changes to events and manually edit the NEWS.txt file and re-post it.
PWS Outage longer than 1 hour • If the WIU is available, you may receive a new hourly subscription email for All Events by Highway.
• If you do, follow the outage procedure again to republish them.
• If the outage continues and there are no changes to the text page within 8 hours, an email reminder to update any major events will be sent to PHCC and other support staff. This can be ignored.
• If the news.txt file does not exist, a message is sent to PHCC and the "stay tuned" message is displayed. The “stay tuned” message is: “This page will be updated with the current closure, major incident and travel advisory information within the next 30 minutes.”
• If the news.txt file is over 8 hours old, a message is sent to PHCC and the "stay tuned" message is displayed.
• If the nexs.text file is under 8 hours old, the contents of the news.txt file are displayed.
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WIU unavailable but PWS still available If the WIU only is unavailable, the PWS can remain visible until updates are required. Once the data is stale and no longer valid the PWS will be taken down. The following procedures will be followed if the PWS needs to be taken down:
• The PHCC will email “TRAN Drive BC PROD Notify” to advise that PWS information is stale when new information has come in from the maintenance contractors that requires posting.
• Prepare and post the text file as per the “posting procedure detailed steps” above.
• The PWS will be taken down.
• The PHCC will make updates to the text file until the WIU becomes available.
• Project team will send an email to maintenance contractors once the WIU becomes available. The email will remind them to review their contract areas and update Drive BC as required.
• The PWS will be made available 30 minutes after the email to maintenance contractors.
NOTE: The DriveBC project team and technical services team are available during regular work hours. If the PWS needs to be taken down outside regular work hours, send the email to “TRAN Drive BC PROD Notify” and service will be provided on a “best effort” basis.
Updating the IVR The IVR reports are recorded at timed intervals, and when there is a change to a major event. This would be observed during the PWS down procedure as well. See the IVR procedures in the procedures manual.
Page 46
EMERGENCY RESPONSE PLANS
Emergency Response Plans The PHCC is part of several provincial Emergency Response Plans (ERPs).
There are two avalanche manuals updated by the PHCC: 1. Road Closure Notifications as per Avalanche Branch 2. Avalanche Search and Rescue Plans The only portion of these manuals that get updated is the contact information for District Staff on the lists. The contact information is not to be done by the PHCC operators without confirming it with the Snow-Avalanche branch first. If you receive an email with information about an avalanche tech’s change in information, contact the Snow-Avalanche branch’s designated contact to confirm the change is going to be made by them, or if they give permission – by yourself.
Other Emergency Response Plans: 3. Explosives Spill on the Highway Plan (ERAP 2-0804) 4. Juliette Ammunition Bunker 5. Morehead Dam (Likely, near Williams Lake) 6. Amber Alert (Cooperative plan with the police agencies to locate kidnapped children) 7. South Coast Region All Hazards Emergency Response Plan (specific to the SCR office’s evacuation, and operational move to the Power Tech building in Surrey) The above plans are in specific locations in the PHCC, and if you aren’t sure where - ask. Read through them and understand the step by step processes. Every year the PHCC is tested on being an effective link in the communication chain when avalanche technicians carry out mock burials and rescues. The Avalanche SAR and Road Closure Notifications binders, along with the Explosive Spills on the Highway and Juliette Ammo Bunker plans can be found beside Station #1 on the wall pillar. Also located in BOTH Avalanche books in Region 2 (in the Whitewater tab) are the temporary emergency response plans that outline the PHCC’s duty to inform the maintenance contractor of weather warnings in that area.
• The Morehead Dam response plan binder is in the moveable console. • The Amber Alert and SCR All Hazards Plans can be found in this binder.
Page 47 AMBER ALERT
BC’s Amber Alert program is used by the police for child abduction cases and the PHCC’s role is to publish info supplied by the police to the public in the assistance of locating the vehicle and person who is suspected of the abduction. When an Amber Alert is issued by a law enforcement agency, the media and other partnering agencies all have a part to play in getting the specific details out to the public about the suspect, victim, vehicle they are in and where they were last seen (or where the point of abduction was). Following this page is the BC Amber Alert’s Partner Agency training manual with some background information and further details regarding the program.
When the PHCC receives an email or fax with “Amber Alert” in the subject heading, the operator must follow this procedure:
Look at the bulletin and determine where the “last seen” location of the suspect / victim is. This helps you decide which signs to put information on. Take the information about the suspect vehicle (vehicle type, colour, license plate, etc); Information must be put on the overhead signs that are within a 300 km radius from the “last seen” location. If there are no signs that cover that area, then there will be nothing for the PHCC to display. Next, use the following format to relay the info on the overhead signs:
Phase 1: AMBER ALERT GREEN VAN
Phase 2: LICENSE 4871 XX
This format is just a guideline. “AMBER ALERT” should be on the top line of the first phase and the other lines can be juggled around in order to make as much of the vehicle description fit as possible.
The message must remain on the signs up to 3 hours or until the Amber Alert has been cancelled.
For further information about Amber Alert: www.bcamberalert.ca
Page 48 GEOGRAPHY AND CONTRACT AREA SPECIFICS
REGION DISTRICT Contract Area Specifics Vancouver 1 1 Island 2 3 Lower 4 Notifications GTM wanting to Mainland be notified of all incidents from HSB to Function Jct. Rock Fall on Between HSB and Hwy 99 Function Jct: Call Miller-Cap to report (no need to call GTM) 5 6 Knight St / The only 2 Patullo Bridge structures in Electrical which Cobra is issues not responsible for electrical issues – all calls should be passed over to Mainroad 7 Bicycles Not allowed on Hwy 1 west of Hope; allowed on Hwys 5,3,7 CMS Signs RCMP sign requests on CA 7 signs must be approved by A/Mgr or Ops Mgr. Passing on of Calls received Information from RCMP, etc get called into Cassiar Tower (see CA 7 tab)
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REGION DISTRICT Contract Area Specifics 2 Okanagan - 8 Shuswap 13 West Kootenay 9 10 Rocky 11 Mountain 12 Closure steps Specified messaging on TCH #1 overhead signs & radio stn. message (see email) Golden (and Must notify Area area) motor Manager vehicle related incidents Revelstoke Closes down Radio Room during “summer months” (see page in CA 12 tab) Thompson - 14 Chain up sign To be put on Nicola messaging overhead signs (see CA 14 tab) Winter sign Avoid cruise messaging control message 15 Cariboo 16 17 18
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REGION DISTRICT Contract Area Specifics 3 Fort George 19 20 23 Peace 21 22 Bulkley - 24 Weekly Call To be replaced in Stikine Out Lists the In-Office Call Book and 2 Avalanche Binders Travel Can be accepted Advisories via fax from the District office (other than A/Mgr) 25 Weekly Call To be replaced in Out Lists the In-Office Call Book and 2 Avalanche Binders Travel Can be accepted Advisories via fax from the District office (other than A/Mgr) 28 Weekly Call To be replaced in Out Lists the In-Office Call Book and 2 Avalanche Binders Travel Can be accepted Advisories via fax from the District office (other than A/Mgr) Skeena 26 27
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REGION DISTRICT Contract Area Specifics Vancouver 1 1 Island 2 3 Lower 4 Notifications Randy Grelson Mainland (GTM) wanting to be notified of all incidents from HSB to Function Jct. 5 6 7 Bicycles Not allowed on Hwy 1 west of Hope; allowed on Hwys 5,3,7 CMS Signs RCMP sign requests on CA 7 signs must be approved by A/Mgr or Ops Mgr. 2 Okanagan - 8 Shuswap 13 West Kootenay 9 10 Sign changes Radio call-back for Kootenay made each time a Pass change is requested. Rocky 11 Mountain 12 Closure steps Specified messaging on TCH #1 overhead signs & radio stn. message (see email) Golden (and Must notify Area area) motor Manager vehicle related incidents Thompson - 14 Chain up sign To be put on Nicola messaging overhead signs (see email) Winter sign Avoid cruise messaging control message
Page 52 15 Cariboo 16 17 18 3 Fort George 19 20 23 Peace 21 22 Bulkley - 24 Stikine 25 28 Skeena 26 27
CA 4: Sea – to – Sky Highway Sub Contractor In Contract Area 4, a sub-contractor oversees operations on Highway 99 from Taylor Way (in North Vancouver) to Function Junction in Whistler. This sub-contractor is Miller-Capilano Services and their call out information can be found in the in-office Call Book.
For all other area of CA 4, Mainroad Howe Sound oversees things, including Hwy 99 north of Function Junction.
When the PHCC receives calls for this portion of Highway 99 related to any incidents, the PHCC must notify:
• Karen Stone (GTM Consulting) Mon-Fri 0800-1630: 604-925-4045 All other times: 604-686-2175 (pager)
• Miller Capilano Services (S2S contractor) 604-892-1010
CA 7: CASSIAR TUNNEL & CA 7 OPERATIONS The Cassiar Tunnel dispatch centre handles incident calls (24 / 7) for anything in CA 7, as well as their own jurisdiction within the Lower Mainland. When receiving any info from police or other outside agencies, PHCC operator must call the Cassiar Tunnel and pass along the info, then make a MoTLog entry regarding the incident.
Contact information for Cassiar can be found on the phone list, but it’s a lot simpler using the auto-dial button on your phone.
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CA 12: REVELSTOKE RADIO ROOM (RRR) During the winter months (mid-November to mid-March approximately – depending on the season), CA 12 has it’s own operations dispatch centre – the HMC Revelstoke Radio Room. It is important to know the variant of task delegation with this call centre, as it’s important and must be understood by all operators.
During the winter months when the Revel stoke Radio Room is in operation: • Calls to the Area Managers will NOT have to be made by PHCC operators, in the case of MVAs, avalanches, etc. The RRR will do this themselves. It is important to know that once the summer season begins, the PHCC operators will automatically be expected to know to call the Area Manager when needed. • The RRR also dispatches after hours for the following contract areas in addition to their own (CA 12): 2, 3, 9 and 18 • Contact information for the RRR is found in the ROLODEX at the main console, or on the speed dial list at each workstation.
Page 54 GEOTECH
Rock Fall Notification BC’s terrain is vast and varied. Rock faces and walls along the side of the roads are found across the province and rock falls are considered low-magnitude events. However, potential risk to the public and / or government property may require on site inspection by a ministry geotechnical engineer or soil technician to confirm road or embankment / bluff safety. The rock fall notification procedure is in effect throughout the province. It stipulates when geotechnical experts must be notified of a rock fall and includes a priority calling list with ministry contact names and numbers.
Special Circumstance: Contract Area 4 – Sea to Sky Concession: There is a separate private contractor handling rock fall notifications / callouts for the Sea-to-Sky (Hwy 99) corridor from Nelson Creek Bridge, just east of Horseshoe Bay to Function Junction in Whistler. The Sea-to-Sky road maintenance contractors have their own geotechnical form and assessment in place and don’t require attendance from ministry personnel.
To ensure the safety of the highway users in the event of a rock fall, follow the rock fall notification procedure.
Procedure When there has been a rock fall anywhere in the province, refer to the detailed Rock Fall Notification Procedure document provided by the Rockwork Section, Geotechnical and Materials Engineering group in the South Coast Region. This is a binder located in the centre console in the office. For each rock fall event that qualifies (that is, the size and location specifications fit the criteria for calling out a geotech employee) a Rock Fall Notification Sheet must be filled out in full and faxed to the outlined geotechnical offices specific to the area.
Sequence of activity in the event of a rock fall: 1. The public (including police, fire, or ambulance) or maintenance contractor notifies the PHCC of a rock fall; 2. Determine and record as much information as you are able to obtain from the caller with respect to the details outlined on the Rock Fall Notification Sheet. 3. The PHCC contacts the maintenance contractor to request confirmation (unless the initial call was received from the maintenance contractor). Use the 24 hour number if necessary;
Page 55 4. The maintenance contractor later contacts the PHCC when they arrive on scene at the rock fall to confirm that there has been a rock fall that meets the rock fall notification criteria (rock fall volume on the road > 1 m³; or, there is property damage, injuries, or fatalities; or maintenance contractor believes more rock fall is likely). Then the PHCC will record the verified info on the Notification Sheet and fax it over to the appropriate geotechnical offices (listed on the Notification Sheet). 5. PHCC calls out ministry geotechnical staff (according to call out priorities given by provincial Rockwork Section) on a 24 hour basis; 6. Document the request for a geotechnical engineer in MOTLOG
Page 56 THE PHCC
Introduction This manual has several purposes: to reduce uncertainty about tasks; to promote consistency; and to provide a reference for new and returning staff. The processes outlined in this manual comprise the majority of tasks performed by the PHCC. While written for precision and clarity, it should never substitute any hands-on learning that will be required by the individual reading it. All new and returning staff (that have been laid off during the slower summer months) should read and understand this manual thoroughly. To all staff: Familiarize yourselves with this manual completely. The “to dos” outlined here has become what is expected of you in the PHCC.
As PHCC business requirements change, so will this document. Changes to procedures are welcomed and should be discussed with the Manager, PHCC, and will eventually be authorized by the Manager. The Procedures Manual will be updated accordingly. New processes that affect groups outside the PHCC, changes to processes that affect groups outside the PHCC, and any changes that require policy direction must be brought to the attention of the Regional Director (South Coast). Business processes are organized by subject and each tabbed section has a table of contents.
SOME IMPORTANT INFO ABOUT THE MANUAL: The final tabbed section “Geography and Contract Area Specifics” has been developed for those specific instructions we get that pertain only to one contract area or district only. Since it’s difficult to put all these little instructions into the manual (and because these change frequently) this section has been set up and each operator has the responsibility of adding / removing important emails that come in, to this part of their binder. A template is located on the U: drive (PHCC drive). A printed copy of this template is located at the front of this tabbed section. It’s a “quick glance” layout of all the little rules and references needed for each contract area. It is strongly suggested that this sheet be kept open at your workstation for reference when incidents happen. The copy of this template on the U: drive should be copied and saved to your personal (H :) drive and updated when new contract area specific information comes about. Each operator will have the responsibility of updating this cheat sheet in addition to this segment of the manual on their own. DO NOT MAKE CHANGES TO THIS TEMPLATE AND SAVE IT ON THE U: DRIVE.
Page 57 Day to Day The goal of the PHCC is to keep the public informed of road conditions and assist in emergency response situations. Conditions can change rapidly and unpredictably, causing workloads to fluctuate. Operators must remain focused, prioritizing tasks and maintaining a high quality of output. External reports are often detailed and require accuracy. Operators should expect to work under pressure when road conditions significantly affect public travel, or when natural / human emergencies occur. A high level of service is expected, both towards Ministry staff and towards external customers. Teamwork and communication are essential for maintaining efficiency. Staff members are required to work autonomously, sharing tasks and communicating throughout the day and across shifts, so that work is not duplicated and no task is missed. Staff about to go off shift should send a group e-mail to PHCC colleagues listing which tasks were and were not completed, and giving relevant details where tasks were partially completed, or turn all this information over to the operator replacing them. If the request came in via e-mail, include the original text for reference. It is important that PHCC operators be familiar with provincial geography and corresponding maintenance service areas. For quick reference refer to the table and map in this manual or the contract area boundary maps found in the in-office call book. Changeable message signs, Drive BC, and the whiteboard within the PHCC must always be consistent. Staff coming on shift should refer to these three sources to become aware of current conditions. Make use of the features in Microsoft Outlook for personal efficiency. The alarms within the Calendar function. (see Help section within program) are particularly useful for check-in reminders. The PHCC operates 24 hours a day, seven days a week. Staff rotates shifts and share workstations. As a courtesy to coworkers, clean the workstation after each shift, filing paperwork and wiping down the station as needed.
Arriving on shift early: Please note that if you come to work earlier than the commencement of your shift, you take full responsibility for it and will not be compensated by a longer lunch break or leaving earlier (unless discussed with the Manager). If you choose to begin working before the start time of your shift, you are expected to fulfill all obligations as if you were supposed to be on shift. Additionally, you cannot expect others to do the same for you in return.
REGULAR EMPLOYEE INFO Vacation wanting to be taken will NOT be approved without a minimum of 48 hours notice to the PHCC Manager.
Page 58
AUXILIARY EMPLOYEE CALL OUT SCHEDULE In the Master Agreement, Article 31.5 (e)(f)(g)(i) and (k), it is outlined that the Ministry will set a call-out period for a work unit based on shift patterns specific to the unit. A daily call-out period has been established for auxiliary employees. The “shoulder seasons” (that is, the iffy times between summer and winter season where weather appears to be changing but has sudden relapses) may require auxiliaries to be called out to fill shifts on short notice. Attempts to schedule well in advance will be made, however the callout period ensures that staff could be contacted for a brief time each day. The call out period is from 0800 to 0900, 7 days / week.
HOUSEKEEPING TASKS The PHCC operators work varying shifts both day and night. When time permits, all operators are expected to go through this list of tasks to ensure they’ve been taken care of.
Binders: Check all binders (the two Avalanche binders, the in-office Call Book, the Electrical Binder, Load Restriction Binder, Project Book and Memo Book) to ensure that personnel changes have been followed through. Remove expired absence notices from District staff in all these binders at the same time. If there are absence notices to be added, do that and reply to the PHCC letting them know you have added it when done. If changes to any of the binders need to be made, do that also and save your work on the U: drive. Emails: Respond to all e-mails that have arrived during the shift, taking appropriate action or sending e-mail notification to staff about to arrive on shift that action has not been taken. Ensure you check the [email protected] inbox for any emails that have come in a few times during your shift. Filing: Remove the faxed and e-mailed Road Conditions and work sheets from their slots in the accordion file (in the centre console) and file them in the gray binder files in the photocopier room. If a gray binder is full, record the end date on the outside of the binder and create a new one for the Contract Area, attaching the appropriate number stickers and date. Dishes / Food: Wash, dry and put away all your dishes at the end of your shift if you use them. Wipe down the stove, table and counters and empty the coffee pot. If you bring food and leave it in the staff fridge, empty it at the end of every shift rotation. If food is left over in the fridge, it will be thrown out.
Page 59 COMPUTER USEAGE
The PHCC uses computers for the majority of operations. Everything from changing the signs to entering data into Drive BC. Computer systems are for work purposes only, not for personal use. Web-based e-mail accounts can compromise network security and must not be accessed. These include, but are not limited to, MSN Hotmail, Yahoo, and Telus.net.
Do Not: download programs to the computers and change / remove desktop files and icons without permission.
Information and communications technology is a resource for employees to use for work. Details of the policy can be found in Appendix D or on the ministry intranet site at http://www.fin.gov.bc.ca/ocg/fmb/manuals/CPM/12_Info_Mgmt_and_Info_Tech.htm#1232 .
Some internet websites are utilized in the PHCC, and operators have permission to access them for use when needed. They are: BC Hydro / Fortis power outage information Drive BC (both the input utility and public website) Ministry internet / intranet website Environment Canada / the Weather Network – and other weather-related sites Distance calculators – located on United Van Line’s website or on the Ministry’s site
The following computer programs are used in the PHCC’s daily operations:
Drive BC: for updating and entering of road conditions, incidents and planned works on the provincial highways. SAWS: (Snow-Avalanche Weather System) There are 3 remaining manual weather stations in BC and the data submitted to the PHCC from these stations gets entered into SAWS. SAWS is used for producing weather forecasts and entering avalanche hazards at the request of the avalanche techs in the field. MoTLog: A logging / tracking and archiving system for all events, road conditions and related calls coming into the PHCC. Older records can be retrieved for FOI purposes. MSOutlook: this is the Ministry’s standard program in use for sending / receiving emails. It is also handy for setting reminders and alarms for yourself. FBSYS: (Forecast-Broadcast System) This program runs on its own computer and is responsible for automated weather forecast broadcasting to crews working in the field. CAMeleon: This program runs also on its own computer (which is the actual CMS sign server) and runs the ministry’s CMS / VMS signs.
PHCC U: DRIVE INFORMATION Many of the documents that change and get updated on varying occasions within the PHCC are found on the U: drive (also labeled “PHCC on Mustard\S3119”). The U: drive contains all the programs used in the PHCC as well.
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Such documents / programs include: • In-Office Call Book • Electrical Binder • Telephone speed dial lists • PHCC computer programs (MoTLog, FTP programs, etc) • Avalanche Binders* (see below)
Whenever a change to employee information comes in via email or phone, it is usually with regards to District staff that may be moving or retiring, and will need to be changed in the binders immediately. The In-Office Call Book, Electrical Binder and Avalanche Binders must all be changed on the U: drive when changes to employee information comes in (with the exception of the avalanche binders – the only employee info the PHCC operators may change is that of the District staff, but not the Avalanche Branch staff).
Do not make changes to any of the binders or phone lists in pen! All changes must be made “permanent” and when changes have been made to any of these documents, reply to TRAN SCR PHCC (with the original change notification email, if there is one) saying you have completed the task.
NEW EMPLOYEES – 1st TIME SET UP Whenever a new employee starts, the computer settings need to be setup before they can fully function in the MoTLog program (the date / time settings have to be in the proper format). Since there are 3 work stations for daily operational use in the PHCC, each new employee will have to go through this setup process on each computer they may use.
Date / Time Setup: • Click on the START button in the lower left corner of the screen. This brings up the menu. • Click CONTROL PANEL and then in the control panel screen, click REGIONAL and LANGUAGE SETTINGS. • Click REGIONAL OPTIONS tab • Click on the CUSTOMIZE button • Click the TIME tab • Change the time format to: HH:MM:SS (exactly as written in uppercase) and click the APPLY button. • Click on the DATE tab next • Change the “short date” format to: yyyy/MM/dd (exactly as shown – you may have to manually type this in if it’s not in the drop down menu) then click the APPLY button. • Click OK, then OK again and close the control panel.
COMPUTER SUPPORT & HELP INFO: Workstation support line number: 250-387-7000
Page 61 When you phone this number, you will be prompted to enter you IDIR ID from your telephone keypad. Using a standard telephone keypad, transpose your IDIR ID to its numeric equivalent.
Example: pfontain = 73668246 Q = 7 and Z = 9
To contact the computer helpdesk via email the address is: [email protected] At times you may receive emails from this address as well, and so you will know then from where it came.
For further information you can also check out the CITS (Common IT Services) website: https://cits.gov.bc.ca/
QUICK REFERENCE At times we experience computer problems in the PHCC that leave us with a missing U: drive and MoTLog program. These are the two most common and below are the steps used to retrieve them.
Mapping the Network Drive (getting the U: drive back): • Right click on the START button in the lower left corner of your screen • Click EXPLORE • Click TOOLS on the menu at the top of the screen and then “map network drive” • Select the appropriate drive from the first drop down menu (U:) • Type the following path into the 2nd drop down menu box (Path) type the following: U:\\Mustard\S2119\PHCC • Click OK
Getting the MoTLog program back when you lose the U: drive: • Ensure the U: drive is connected to \\Mustard\S3119\PHCC (this can be done by mapping the network drive – see above) • Start up MoTLog ENTRY program – a dialogue box will pop up asking to input information in two fields. • Click on the top BROWSE button • Select U: drive then \\PHCC\MOTHLOG\DATA (you may need to type this in) • Select the database: dbMothLog97.mdb – then click OPEN • Click on the bottom BROWSE button • Select U: drive then \\PHCC\MOTHLOG\DATA again • Select database: dbDot97.mdb – then click OPEN • Click OK – MoTLog should start up
Page 62
DIVISION OF LABOUR A specific division of labour has been created to ensure an even workload distribution among operators. Workload distribution differs between the winter and summer seasons, as well as day and night shifts.
NIGHT SHIFT: There are special duties relative to the night shifts. A couple of tasks are initiated by the turn of the clock at midnight: • Cobra faxed daily MoTLog reports: after midnight, archive all the day’s electrical events for Cobra’s area. Re produce them for the day that just passed (0000-2359 hrs) and fax them to Cobra Electrical’s fax number. For further instruction, refer to the CMS / Electrical call out section. • Load Restrictions: The majority of the load restrictions go into effect sometime after midnight. However it is the responsibility of each staff member to check the book as some load restrictions do go into effect during the day. • Filing: The accordion file must be cleaned out and filed away by the B / C / E shifts)
WINTER SHIFT: The “winter shift” at the PHCC generally begins around mid-November and goes through to mid-April. However, the seasons and unexpected weather can sometimes lengthen or shorten the season if operationally required. The winter is the busiest season at the PHCC and there are usually 2 people on shift for the best portion of the day. Only between the hours of 0100 and 0530 is one person left alone to man the fort.
Winter shifts are as follows: • A Shift: 0530 – 1600 hrs • B Shift: 1430 – 0100 hrs • C Shift: 0000 – 0700 hrs • D Shift: 0700 – 1400 hrs • E Shift: 1600 – 2330 hrs
They are set up as such so as to overlap one another in coverage, with the exception of the C shift that is alone on shift between 0100 hrs (when B shift is off) and 0530 hrs (when A shift comes on).
SUMMER SHIFT: During the summer season at the PHCC operators work alone around the clock. Commonly, things slow down somewhat over the summer period and there is no need for two people to work.
Page 63 Note: During the summer shifts, all operators must fulfill all the job requirements that the winter shifts would share. That means there is no division of labour and each operator is expected to do their full share of all the tasks outlined in the division of labour outline below – no exceptions!
DIVISION OF LABOUR (Winter shifts): DBC requires constant monitoring for issues and closures or major incidents posted by the contractor. As well, other in-office duties can fall under the same breakdown between districts to divide work evenly. In order to avoid confusion in monitoring and duties associated with DBC, the 11 ministry districts have been divided into 2 parts and have been assigned to the winter shifts (listed above as follows):
• A / C / E Shifts: these shifts will be covering the oddly numbered districts (that is 1, 3, 5, 7, 9, and 11). • B / C / D Shifts: these shifts will be covering the even numbered districts (those are 2, 4, 6, 8, and 10).
The C shift, because the operator will be working alone, must cover all areas during the hours of 0100 and 0530.
This division of labour also applies to: • Load restrictions (this applies to load restrictions being entered only! All operators must check the load restriction binder during their shift to ensure old restrictions have been cleaned out and updated). • Work notices (H-1070 / 1080s)
Tasks for ALL SHIFTS (winter and summer): PHCC operators are expected to perform the following tasks (regardless of double shifting or not) during their shift: • Project Book: Each operator must go through the book to remove and file in the accordion file, work notices that have passed, been completed or cancelled. • In Office Call Book & Avalanche Binders (2): Each operator must go through these binders and remove (or replace with new ones that come in) notification emails of district staff that are going to be away. • Electrical Binder: Each operator must go through this book and remove expired emails / itineraries. If the electricians have not sent in a new itinerary, email them requesting they send one. • Load Restriction Binder: Each operator must go through this binder and ensure that any load restrictions coming into effect are being updated accordingly to the load restrictions page on the internet. Load restrictions coming in to the PHCC are the responsibility to the operator of the district they are received from.
ISSUES REGARDING WORKLOAD SHARING: Any issues with regards to workload sharing (or the lack thereof) should be brought to the attention of the PHCC Manager, who will take the appropriate action.
Page 64 Information Requests
The PHCC receives numerous requests for historical information regarding incidents and road conditions. Simple requests such as a verbal question about whether or not there was snow on the Coquihalla last week can be answered on the spot by the operator. Where people are requesting materials to be sent to them, direct them to the FOI (Freedom of Information) Branch of the government.
The following are some guidelines from the FOI branch for distinguishing whether or not the person wanting the information needs to go through the FOI procedures or not.
YES: send the caller to FOI if: • They are requesting MoTLog Archive / CMS archive documents • They are making a LARGE request (for ANY archives): as a guideline, FOI charges people $25 per inch of paper used as a general rule of thumb. The FOI policy allows clients to have 3 hours of working time FREE, and thereafter they must pay for “labour”. It has been said that 3” of paper used costs $75 and is considered “large” by that means (without the labour cost). Also, in some cases you may produce 1” of paper, but will have to put 4 hours of time into searching the archives – this would also be a reason to send someone through FOI.
NO: don’t send the caller to FOI if: • They are requesting ROAD REPORT archives only.
If you are uncertain about any FOI requests (that come from outside District offices), feel free to contact the FOI Branch who will be happy to answer any questions. Also note that ministry District staff may come to the PHCC operators and request information from archived sources for their own FOI cases. If they work for the ministry, the request can be done without question of going to the FOI branch.
For individuals requesting historical information to be sent to them (CAMeleon archived files, MoTLog archived files, old road reports or Drive BC reports): 1. Advise them that they have to make their request through the FOI Branch, through one of the following channels; Website: http://gww.th.gov.bc.ca/gwwfoi/Content/ip/IPHome.asp
Address / Phone: Information, Privacy & Records Branch Ministry of Transportation PO Box 9850 STN PROV GOVT
Page 65 5C - 940 Blanshard Street Victoria BC Canada V8W 9T5
Phone: (250) 356-9514 Fax: (250) 387-4382
If you are asked to process an FOI request, use the following link for assistance in filling out forms and processing the request: http://gww.th.gov.bc.ca/gwwfoi/Content/ip/foirequests/FOIProcedures.asp Ensure the procedures are followed exactly to protect yourself from possible complaint.
For individuals seeking information operators can provide easily over the telephone, such as current road conditions: Give factual information as is reported on Drive BC, including travel advisories, if applicable. Do not give recommendations to drivers about whether to travel. This protects you from legal liability and cuts down on complaints.
Page 66
Telephones
The telephone sets used in the PHCC have specific instructions on their use, which can be found following this page in the manual. It is important if you are a new employee to become familiar with how to operate the telephone.
Each operator at the PHCC has their own individual telephone log-in number which must be obtained from the PHCC manager.
There are two direct phone numbers for outside callers to use when calling the PHCC:
604-660-9770 – is the PUBLIC line. Anyone who is not from emergency services (ie: the maintenance contractor, other ministry staff, police, fire dispatch – etc) should be using this number. If emergency services personnel (or the like) call in on this phone number, inform them to use the private number instead for better service.
604-660-9771 – is the PRIVATE line. Reserved only for emergency services personnel, ministry employees or contractors. If you do get a phone call from the public on this line, kindly inform them that this is an emergency line and to call back on 604-660-9770.
Note: ensure when you dial out that you do so from the “private line” number of your set, and not the 9771 line. This uses up a line that may be required in an emergency.
1. When arriving on shift, log in using your personal ID number. 2. Staff needing to be away from their phone sets for any length of time should push the “NOT READY” button when needing to do so. This will ensure that the calls are distributed to the other phones. When back from being away, push the “NOT READY” button again. 3. For more detailed information about phone usage, please read the telephone guidelines outlined in this tabbed section.
RADIO TELEPHONE: The ministry radio system in the PHCC office is accessed by the use of telephones. The two radio phones in the office have a subtly different ring than the other phone line – be sure you know which is which!
ANSWERING THE PHONE: When answering the radio phone, use “Highways Conditions Centre”;
When answering all other lines, use “Ministry of Transportation”.
Page 67 FREQUENTLY USED WEBSITE LINKS The PHCC makes use of some websites in their daily operations. Electronic versions of paper forms and files are listed below.
Hint: to save time, add these links to your “favourites” folder.
BC HYDRO outage information: http://www.bchydro.com/outages/ Useful to ensure that electricians are not called out for BC Hydro power issues
CAS: http://www.cas.gov.bc.ca/ A website for BC Government employees to use for tracking and submitting financial items
DRIVE BC (Web-input utility): https://wiu.drivebc.th.gov.bc.ca
DRIVE BC (Public Website): http://www.drivebc.ca
H-1070 and H-1080 forms: http://gww.th.gov.bc.ca/gwwfoi/Content/Forms/Formslist/manualhlist.asp Forms used when someone in the field wishes to call in some planned work and has not got access to the forms themselves.
Landmark Kilometre Inventory (electronic version): http://216.239.57.104/search?q=cache:nY3WygUeeT0J:www.th.gov.bc.ca/publications/e ng_publications/geomet/lki/LKI_BC.pdf+LKI_BC.pdf&hl=en An inventory of all highways and landmarks on them.
PARKS CANADA ROAD CONDITIONS: http://www.pc.gc.ca/apps/rcond/cond_E.asp?oPark=100092 Useful link in winter to pass out to callers
RADIO CALL BOOK (electronic version): http://gww.th.gov.bc.ca/gwwcm/content/radioelectronics/radiocallbook.asp Do not confuse with the in-office CALL BOOK; this book contains ALL ministry staff
RWIS: http://saw-rwis.th.gov.bc.ca/ For selective use with Snow Avalanche operations
Page 68 SAWS: http://prdas2.saw.th.gov.bc.ca/dev60cgi/f60cgi?form=SAWF0000.fmx&config=prdas2.sa w For weather station data input and hazard forms issued by Snow-Avalanche Techs
BC PUBLIC SERVICE AGENCY: http://www.bcpublicservice.ca/index.htm Find answers to questions about benefits, auxiliary info, and the like.
DISTANCE CALCULATORS: http://www.th.gov.bc.ca/popular-topics/distances/calculator.asp http://www.uvl.ca/mileage.htm Provided by MoT and United Van Lines
MOT HOME WEBSITE: http://www.gov.bc.ca/bvprd/bc/channel.do?action=ministry&channelID=- 8394&navId=NAV_ID_province
Page 69 RADIO INFORMATION
The Ministry owns and maintains its own radio system for the use of its employees and the maintenance contractors. Repeaters are located varyingly across the province and for the PHCC’s purposes; there are radio repeater guides and maps located at each workstation in the office. The PHCC accesses the radio system through the telephone sets in the office using speed dial codes to access the trunks and 3 digit numbers to access the repeaters. All of these numbers can be found in the radio repeater guides.
Each year (and online as well) RADIO CALL BOOKS are published by the Radio / Electronics section and distributed throughout the province to those who use them. The radio call books are usually located in the same spot at each workstation within the PHCC as the radio repeater guide.
BASIC OPERATION The basics of our radio system operating instructions are found in the front of the radio call book. New employees should familiarize themselves with these as they are fundamental in the PHCC’s operations.
Outlined in the radio call book, but worth mentioning for everyone are the Do’s and Don’ts of using the radio system:
DO: • Understand the radio controls and how they operate • Think before talking • Keep the call book instructions handy at the radio • Keep the message concise • Speak firmly but not loudly into the microphone • Use plain language. “10” signals are not necessary. Refer to the list of standard phrases in the Radio Call Book
DON’T: • Use profanity or swear over the air. This can result in a fine and/or jail time • Repeat radio messages to unauthorized persons • Ever transmit a false distress signal. This can result in jail time • Transmit unnecessary information. This is against Federal Regulations.
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Industry Canada manages the airwaves and monitors 24 hours a day. They have been heard dealing with people on our radio channels before. You will be contacted by them if you follow the “don’ts”.
RADIO ISSUES: The radio system is maintained by the Radio and Electronics branch of the ministry. Maintenance contractors and other ministry personnel call the PHCC on a regular basis when there are problems needing reparation with the radio system. It is important that the operators know where to obtain this help.
Below is a list of the Radio and Electronics branch contacts. The first point of contact should always be the Manager at HQ in Victoria and then those two under him if he cannot be reached. He then will contact his appropriate field techs as required. Usually sending an email (CC’d to everyone in the PHCC) is sufficient, but sometimes a phone call can be required for more urgent matters.
Page 71
Radio and Electronics Section Contacts
Headquarters 4C – 940 Blanshard St PO BOX 9850 STN PROV GOVT VICTORIA BC Fax: 250-356-8143 Call Sign Name Title Phone Home Cell 250-356- 250-386- 250-818- 100 Jason Wood Manager 5668 6003 2025 Radio Systems 250-356- 250-474- 250-889- 2500 Brad Hannah Technologist 5291 6540 5984 Radio Systems 250-387- 250-474- 250-213- 2700 Steve Drew Technologist 7637 1439 1970
Cloverdale Warehouse #102 - 17969 Roan Place Surrey BC V3S 5K1 Fax: 604-576-0052 Call Sign Name Title Phone Home Cell 604-576- 604-591- 604-312- 500 Steve Kwok Supervisor 8585 2388 9911 Warehouse/Bench 604-576- 2000 Al Lindstrom Tech 8585 Special Projects 604-576- 604-824- 604-793- 2300 Stuart Anderson Tech 8585 5779 5645
Field Techs (Various Locations)
Call Sign Name Region/Location Phone Home Cell 604-576- 604-591- 604-312- 500 Steve Kwok 1 - Vancouver 8585 2388 9911 250-828- 250-374- 250-319- 200 Hans Oelker 2 - Kamloops 4303 4214 3135 250-832- 250-832- 250-833- 1300 Doug Pearce 2 - Salmon Arm 1622 2419 8360
Copyright, 1998-2005 British Columbia Ministry of Transportation. All Rights Reserved Last update: Wed Oct 5 13:13:40 PDT 2005
Page 72 Radio Call Book
The Radio Call Book contains an extensive list of ministry contacts in both paper and electronic form. Since the electronic form is more up to date, it is recommended that you use the link to access it. The Radio Call Books provide Ministry personnel’s contact numbers, call signs, titles and where they are located (their District office, shop, etc). This book should NOT be confused with the IN-OFFICE CALL BOOK used in the PHCC. The in-office Call Book was developed from the layout of the Radio Call Book, but the two are NOT the same thing. The Radio Call Book is not updated with phone number / personnel changes as is required by the In-Office Call Book.
EMERGENCY RADIO BACK UP SYSTEMS
Copied and pasted directly into this manual is a copy of the Emergency Radio Back Up Systems guide published by the Radio / Electronics Branch. The should be read by all staff in the PHCC since the PHCC is a part of the plan and it gives a look at how the staff of the R/E branch are working to improve communications abilities in emergent situations.
Page 73
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Ministry of Transportation Construction and Maintenance Branch Radio and Electronics Section
Emergency Radio Back-up Systems Feb 22, 2005
Prepared by: Brad Hannah: Telephone 250-356-5291
Contact Information: Jason Wood: Telephone 250-356-5668 Facsimile: 250-356-8143 E-mail: [email protected]
And/Or Brad Hannah: Telephone 250-356-5291 Facsimile: 250-356-8143 E-mail: [email protected]
Steve Drew: Telephone: 250-387-7637 Facsimile: 250-356-8143 E-mail: [email protected]
Overview The Ministry of Transportation (MoT) owns and maintains a complete 2-way voice radio system, which can interconnect all of its radio repeaters (about 160 throughout the province) through the use of radio trunks and telephone lines. MoT personnel, road maintenance contractors, other provincial agencies such as BC Ambulance and RCMP in remote areas of the province presently use the system. This system conveniently allows the radio user to make calls (both to other radios and telephone) through a touchtone keypad on their mobile radios. Likewise, telephone users can also contact radio users in the field using a regular telephone touchtone pad. The system is completely backed up by solar panels/battery chargers and batteries for 5 to 7 days in case of power failure as well as a limited satellite connection in case of telephone line malfunction. This automated radio system has been in use since 1995 and has revolutionized the way call connections are made by dramatically lowering phone line costs (dial-up vs. dedicated lines) and eliminating manual interconnections by radio console operators in all the regions as in the past.
Typical Mountain Top Repeater Site Typical D.O. Console Present Emergency Capabilities The present day automatic radio consoles now exist in most of the MoT district offices. There are about 30 radio trunks managed by 20 district office consoles within the province, each with a dialup telephone line and a small inexpensive computerized call controller that interconnects all
Page 74 the radio to telephone connections based on the radio user’s actions. If the telephone line(s) were to fail, someone at the district office can switch the console manually, then calls can be established through the single satellite connection to another district console, regional office or to another working telephone somewhere. The biggest drawback with this emergency operation is the reliance of trained staff to actually “man” the console until the telephone line can be reestablished. Over the years, staff has been trained to operate the district console, but with significant staff turnover and downsizing of district offices, this is proving to be a futile exercise to keep this status quo.
The major setbacks identified in emergency situations are: • Office staff needs to be trained and updated on console operation and phone number changes as they occur. • The original back-up satellite system, called M-Sat, is complicated for the console operator and relies on the aiming of a dish antenna which may be impractical if a wind or earthquake knocks it out of alignment it. • The M-Sat system is power demanding and as such, needs to be powered by using large capacity batteries/charger and an independent cabinet to house the whole unit. • Only one satellite system is available for up to 3 radio trunks and only one user at a time can use it with the help of the designated console operator. • After hours access to some of the district office consoles are a major concern with our technical staff. • The M-Sat system cannot pass touch-tones reliably, which can cause problems when trying to connect to other repeaters on other radio trunks. • The M-Sat system has significant voice delay (2 seconds), which can cause conversation collisions until the user can get used to this delay. • Special pre-sized coax antenna cable needs to be installed through large conduit. • M-Sat dish antenna needs to have unobstructed view of the southern horizon. • M-Sat has only 2 geostationary satellites in space that are nearing the end of their orbit life – to date, there are no plans to replace them.
Telephone Line Reliability Generally, the terrestrial telephone line is extremely reliable for day-to-day use. Failures that do occur are most likely limited to subscriber overload, lines that are severed or water damage. In most cases these problems are local in nature and great steps are taken by Telus to route calls through redundant trunking where possible. In a wide scale emergency, usually it is the subscriber overload, which causes the lines to fail. The system can accommodate a limited number of subscribers at the same time. When too many people use their telephones, or many telephones go “off hook” due to an earthquake, then the phone company will dump the entire subscriber data base and load only those subscribers that are on their “Line Load Control” data base. This data base list contains Police, Fire, Ambulance, PEP, Radio Stations and other aid agencies. All of our radio console phone lines are also on this database. Other subscribers will slowly get re-connected as many as the system can handle during this time.
Cellular Reliability Cellular communications is not a reliable connection during a devastating emergency. It too, will fail to subscriber overload as well as other factors. Cellular uses a system of cell sites, terrestrial lines and microwave links. If one microwave dish is bumped out of alignment during an earthquake, then the link is broken. This can affect several cell sites and repairs will usually take time. Cellular companies may also dump their subscriber database and re-load with their own “Line Load Control” database when subscriber overload takes place.
Satellite Reliability Due to the relatively high cost of communicating over satellite, subscriber numbers are generally low in local areas but are spread out across the continent. In a large disaster, this subscriber base is considered low and localized and will not greatly impact the subscriber loading of the
Page 75 system. The reliability is considered good and will be unaffected by the emergency. As a backup system to the telephone line, it works quite well and is a natural choice.
Retrofitting Radio Consoles for Improved Emergency Capabilities
The Newer Satellite Technology Over the last few years, the technology in satellite communications has increased significantly, while the cost of hardware and talk minute plans have decreased to about 1/5th of what it used to be. We are slowly phasing out our old M-Sat system in favour of a much new and improved Globalstar satellite system. This new system uses many low orbiting satellites which corrects many of the old problems of the older system such as: • No dish antenna to aim – Globalstar fixed units have 2 small 6” stub antennas that are not prone to signal loss in wind or earthquakes. • Low power – no longer requires a cabinet and several back-up batteries. • Touch-tones sent through this system are distortion free. • No noticeable voice delay – similar to cellular communications • Installation is much easier since only 2 small cable pairs are connected to the outside unit. • Unit can be installed practically anywhere outside without too much regard for obstructions.
Our Console Retrofit With a few additions to our present consoles, we would be able to take advantage of the newer satellite technologies. Our vision is to use a Globalstar fixed station for each trunk phone number and a secondary low cost emergency call controller as a built in redundancy in case phone lines were to fail. This emergency back-up system would switch in automatically and be totally transparent to the radio user. This would relieve any MoT district office staff from having to manually operate the console so they can focus on more urgent matters. Other features would allow: • Remote programming of new satellite numbers into the active emergency call controllers as each comes on line. • Other areas can call in on the console satellite line and connect to a repeater even if the regular phone line is still functional. • Single switch to turn console to satellite only for use in emergency performance drills.
Improving Emergency Handling Present Emergency Handling There are many situations, which can be deemed an emergency. In terms of the radio system, an emergency occurs when communications between 2 or more parties are lost especially when people and equipment are being coordinated for a severe weather condition or disaster as it relates to maintaining public safety on our highway system. Our present radio system is mainly divided into chains of radio repeaters (radio trunk) terminating into a telephone switch at a district office (radio console). There can be up to 3 radio trunks terminating at 1 console with 20 consoles province-wide. In an emergency, where the radio trunk telephone line fails, the staff in that district office would need to switchover, announce to the field users and contact the Provincial Highways Condition Center (PHCC) in Burnaby to tell them their radio system is now working on satellite only. The procedures and protocols for emergency handling were left to the individual districts to coordinate. Some problems identified are: • Most district staff have never conducted an emergency drill with their radio console. • The satellite phone used at consoles is also available for district office managers which compromises the connectivity of the radio console in an emergency. • Most base stations at road maintenance contractors and some district offices are not
Page 76 battery backed up.
Provincial Highways Condition Center (PHCC) This is where the radio system needs a complete review. The present PHCC is the center of the radio communications hub. All radio trunks are programmed to connect to the PHCC telephone when any radio user dials a “0” or “911”. This is the only 24/7 monitoring and dispatch center MoT has in the province and if this center were to suffer a simple phone line failure, console calls would never be answered. A strong case can be made to concentrate major efforts to assisting PHCC with their business continuation plan as it relates to the radio system.
Local Emergency for the PHCC The Burnaby location of the PHCC is in the top floor a seismic deficient building. It is known that local emergencies at that location may warrant the operation to move to BC Hydro’s Powertech facility in Surrey where the Lower Mainland radio console exists with satellite back up. This facility is seismically sound and secure and there is a MoT “warroom” set up so that communications can be re-established and decisions made. In the present set up, some limitations exist that would realize problems in these efforts in that: • A single M-Sat system is connected to the radio trunk for the Lower Mainland, Sunshine Coast, and Whistler to Pemberton. This connection would be compromised if used by the PHCC for business continuation. • The only MoT radio base station at Powertech is not backed up by battery. • Entry to the facility by some staff may be hindered in an emergency. • There is no back-up satellite system in Burnaby in case their phone lines fail. • Powertech is considered an RF proof facility whereby cellular and radio communications are not possible without an external antenna from the outside of the facility.
A New Emergency Handling Approach
Radio With a retrofitted console, all calls made through the radio by the field users are the same as in “peace time”. Users may never realize that their console is on a satellite connection.
Console When the radio user requests the phone line and the console detects a “no dial tone” condition on this trunk telephone line, the line switches to the satellite line and the secondary call controller will connect the call. If someone calls in on the satellite line, and the console is not already handling another call on that trunk, the console will answer. Also, when a “*0” or “*911 is dialed by the radio user after a switchover, the secondary call controller will kick in and automatically dial the satellite number for the PHCC in Burnaby. We would also program a *000 in the primary and secondary call controllers so that a radio user can contact Burnaby on the Region 1 satellite phone, even in peace time.
PHCC By providing a fixed station Globalstar at the Burnaby radio room and another dedicated fixed station Globalstar at the Powertech facility, we could cover all the operation of the PHCC in almost any emergency. We could actually program all consoles that are on satellite switchover to call the PHCC via the satellite phone at the Powertech facility (which will actually be call forwarded to the Burnaby radio room satellite phone during peace time). When this satellite phone rings in Burnaby, it can be assumed this incoming call will be coming from a console somewhere in the province that had switched over to its satellite line. With some additional equipment, the Burnaby radio room will be the major hub where all consoles will be calling into, and at the same time, allow remote control ability within any of the rooms in the Burnaby location and switch over to the Powertech facility when the first personnel arrive there. This would be accomplished by supplying: • 2 x AGM batteries • 1 x Truecharge 20 battery charger
Page 77 • 1 x Globalstar fixed station • 1 x 300W 12VDC to 120VAC pure sine wave inverter • 1 x Smart dialer Call Controller • 1 x good quality cordless telephone (with maybe an extension handset & cradle) • 1 x portable radio and charger (with antenna adapter for swapping from base station ant.) • Console retrofit circuit board The inverter would power the Globalstar satellite unit, the call controller as well as the cordless telephone. It is estimated that the total consumption would be <100 Watts.
District Office Satellite Systems It is highly recommended to outfit District Managers with their own portable handheld satellite Globalstar systems. These can be used in buildings by a window, but are most effective outside. This will save installation of a dedicated fixed system that can only be used inside the building. A portable radio should also be in the charged condition as a means to conduct radio business should the D.O. base station lose AC power.
Powertech Facility In a complete disaster, the Powertech facility will most likely be the new PHCC location. As such, the radio operators there will need to be in contact with officials of the various agencies and organizations as well as handling radio traffic. We can have battery power back up for the entire radio system and satellite telephones. This would be accomplished by supplying: • 3 x AGM batteries • 1 x Truecharge 20 battery charger • 2 x Globalstar fixed stations (1 for Console and 1 for Operations) • 1 x radio console • 1 x 300W 12VDC to 120VAC pure sine wave inverter • 2 x Smart dialer call controllers (1 for Console and 1 for Operations) • 1 x good quality cordless telephone (with maybe an extension handset & cradle) • 1 x portable radio and charger (with antenna adapter for swapping from base station antenna) • Console retrofit circuit board The inverter would power the 2 Globalstar satellite units, the 2 call controllers as well as the cordless telephone. It is estimated that the total consumption would be <150 Watts.
Costs The costs involved are dependant on the number of satellite units required. This would be based on the following equipment: • 1 x AGM battery • 1 x Truecharge 10 battery charger • 1 x Globalstar fixed station • 1 x 300W 12VDC to 120VAC pure sine wave inverter • 2 x Smart dialer Call Controller • 1 x portable radio and charger (with antenna adapter for swapping from base station ant.) • Console retrofit circuit board For a single trunk console, this would amount to about $2800 and each additional trunk would add about $1400 each (satellite phone and AGM battery). Monthly satellite charges are about $80 mo. each system with 30 mins/month free talk time. Additional minutes are about $1/min. Antenna mast and satellite installation costs are extra.
Emergency Protocol It is important to remember that all calls manually dialed through the satellite system need to be long distance. Any 911 calls are to be dialed using the long distance 11 digit number format. (See your local telephone directory for this local number). It will be up to the R&B contractors and the district highways manager to implement a plan to deal with any local emergency. It is recommended that all D.O.s maintain a list of current phone numbers stored at the console to
Page 78 include any: • Police, Fire, Ambulance and PEP phone numbers (remember just dialing 911 is invalid through the satellite system unless preprogrammed through the call controller) • Any satellite phone number associated with the above agencies. • PHCC land and satellite phone numbers • Current MoT radio call book • Adjacent district office and console phone numbers (land and satellite lines) • Local D.O. staff and R&B contractor phone numbers (home, cellular etc.) • BC Forest Service (land and satellite lines if any) • Local Radio Stations • Frequency list of our local channels to be provided to local aid agencies during the emergency.
Education The most effective way of being prepared is to be fully educated in managing the disaster. Though a disaster can take on many forms, it is important for all radio users to implement scheduled emergency performance drills and develop protocols within their districts to deal with the different scenarios. It is equally as important to know the capabilities of the radio system when this emergency happens. The back cover of the radio call book is the best place to start. This gives detailed information in making a flawless connection with your mobile radio and telephone. If the steps are followed exactly, then you should have no problems making your connections. As the MoT Radio & Electronics section implements this new approach, new information is being prepared that will be added to future editions of the Radio Call Book.
Conclusion Though it can be difficult to predict what parts of the radio system will not survive a major disaster, it is comforting to know that a solid redundancy built into our system should still allow us to operate effectively when all of the utilities go down. As seen in the 2003 devastating forest fires throughout the Okanagan, our mountaintop radios and consoles worked, even though fire spread right through our major mountaintop repeater site for Kamloops. Through our radio system, we were able to provide a telephone connection in some of the hardest hit areas that lost all other services, such as in the town of Barrier. These kinds of experiences only reinforce the importance of being prepared for anything!
SATELLITE PHONE INFORMATION The PHCC has been supplied with a SAT phone for use in an emergency only. It is located in the beige cabinet next to the large wall map labeled “EMERGENCY SATELLITE PHONE”.
There are three other SAT phones in the Lower Mainland area. One is at the Lower Mainland District office; the other in the SCR office in the boardroom, and the third at the POWER TECH building in Surrey. The Power Tech building is the ministry’s operations coordinations centre in case of an emergency which will not allow people to work out of the SCR office. All SAT phones are clearly marked “EMERGENCY SATELLITE PHONE”.
The locations and numbers are as follows:
• South Coast Regional office – Burnaby Boardroom 1: 403-987-9420
Page 79 PHCC: 403-987-9202
• Lower Mainland District office – New Westminster Boardroom: 403-987-9418
• Power Tech building – Surrey Room 318: 403-987-9143
Page 80 Building / Staff Security at the SCR Office
General The South Coast Regional office of the Ministry of Transportation is located at:
7818 – 6th Street Burnaby, BC V3N 4N8
There is a Regional Staff phone list located inside the In-Office Call Book. This list is updated by the administrative staff on the 3rd floor of the office. When updated, the admin staff will send around an email with the new numbers. The old list should be replaced with the new immediately.
South Coast Region regular office hours are from 8:30 a.m. to 4:30 p.m., Monday to Friday. Hours that fall outside these are considered after-hours and include all weekends and statutory holidays. After-hours building entry is restricted to janitorial staff, current South Coast Region Ministry of Transportation staff and BCBC building maintenance workers. BCBC building maintenance workers and current South Coast Region Ministry of Transportation staff working after-hours must notify the PHCC upon arrival and departure from the building, and the information provided must be recorded on an After Hours Entry Sheet. Current PHCC staff who wish to access computers for personal use, as well as friends, acquaintances, and former ministry employees are not permitted to enter the building after regular working hours. Visitors during office hours sometimes ring the PHCC through the elevator intercom requesting access to a certain floor. The only floor they may go to is the 3rd floor, where they must sign in at reception before being given a pass to access other floors as required. Courier deliveries must be turned away outside regular office hours, unless special arrangements have been made between the receiver, the Courier and the PHCC. Employees working in the building after hours must, upon arrival, give the PHCC their names, inform the PHCC where in the building they will be working and what time they intend to leave. As they leave, they must again notify the PHCC and the PHCC will then activate the necessary alarms. The first and second floors alarms are usually armed between 10:30 p.m. and 6:30 a.m. If a building security alarm sounds, PHCC staff must isolate themselves in the control room by locking the door and contact the police, dialing 911.
Page 81 After Hours Entry Procedures When a person is seeking entrance after hours, they will either ring from the front door via the intercom or call before entering the garage. PHCC staff must answer the intercom and determine whether the person is permitted access. Current ministry staff entering through the garage should telephone the PHCC before entering the building to advise of their arrival and intentions so that alarms may be deactivated and elevators unlocked as required.
Proceed as follows: 1. If the person is a current PHCC staff member wishing to access computers for personal use, friends, acquaintances, or former ministry employees, inform them that they cannot enter the building. OR If they are janitorial staff, current Ministry of Transportation staff, or BCBC building maintenance workers, they may be let into the building; 2. When letting a person into the building, it is difficult to tell who they are in the security cameras. The best way to check is to ask for their name and compare that to the SCR phone list (found at the front of the In-Office Call Book and Memo Binder). 3. If necessary, disarm the building alarm to the floor(s) they are accessing; 4. Advise them that they will need to notify the PHCC when they depart so that the security alarms may be (re-)set. OR If it is a courier with whom a special arrangement has been made between the receiver, the courier, and the PHCC, they may be let into the building; 1. Advise them that they will need to notify the PHCC when they depart so that the alarms may be (re-)set; 2. If necessary, disarm the building alarm to the floor(s) they are accessing; 3. Advise the receiver of the courier’s presence, or follow through with the predetermined special arrangements. If the receiver is not present, the courier may, if necessary, be admitted to the 3rd floor. Under no circumstances should unaccompanied couriers be admitted to the 1st and 2nd floors. 4. If a courier shows up and no special arrangements have been made to notify the PHCC that they are coming, you must tell the courier when they ring the intercom that they will have to return during business hours.
Elevator Control Key Button Below the intercom used for the front door and elevator, there is a button with a picture of a key on it. This is an override button for the SCR building’s elevator. When pressed, it can be used to send the elevator to any floor.
Page 82 During working hours, all people visiting the SCR office must first report to 3rd floor reception. On occasion, someone will walk into the elevator and press a button to go to another floor, only to find that the elevator will not take them there. Then they ring the PHCC through the intercom and will ask to be allowed to visit that floor. DO NOT allow them by pressing the key button – they must ALWAYS first go and check in with 3rd floor reception. At that point, they will be given a visitor’s pass in which they are granted access to any floor.
Security of Staff
Workplace Violence: Violence in the workplace will not be tolerated. Violence includes any attempted or actual exercise by any person, including another worker, of any physical force so as to cause injury to a worker and includes any express threat of violence (for more detail refer to Standards of Conduct for Public Service Employees in Appendix B). Harassment goes beyond physical violence. Everything should be reported in confidentiality to the PHCC Manager who will take the appropriate action. Reporting an Incident of Violence: 1. Report the incident to the immediate supervisor; 2. Report the incident to the Joint Health & Safety Committee; 3. Complete a Violent Incident or Threat Form (found at http://www.bcpublicservice.ca/wphealth/work_enviro/prevent.htm).
First Aid Attendant: There is a first aid attendant in the SCR office. Don Garnier 604-660-8247 The attendant could change from time to time, so each operator will be responsible for updating the information to the memo book as well as this manual.
PHCC Summer schedule Check ins: PHCC staff security and safety should never be compromised. From mid-April to mid- October, when employees are working alone, they are to check-in according to the established interval with Answer Plus Communications at the following number: 1-866- 807-2111. See the detailed procedure below. In the event of a building security alarm sounding, PHCC staff must isolate themselves in the control room by locking the door and contact the police, dialing 911. For emergency evacuation rules and procedure please refer to the sections covering Emergency Evacuation.
Page 83 To ensure personal safety, use the following check-in procedures. 1. The PHCC Manager contacts Answer Plus at the beginning of the summer season to set up a check-in agreement; 2. The check-in interval is determined each year and is subject to change; ensure you are familiar with the contract (the times and codes for when to call in). This information can be found in the MEMO BOOK in the centre console. 3. Staff call the service according to the interval determined and provide their name, client code, and identification number. Check in phone number: 1-866-807-2111. 4. Answer Plus has established a response plan in case PHCC staff does not check- in.
Security of the Building
Elevators, Doors, and Alarms The PHCC can override the preset lock and unlock times of the front door, the garage door, and elevator mobility. All switches, buttons and controls are located on the console at Station #1. To override the preset lock / unlock times or the lock on the garage door, move the switches to the appropriate “open” or “unlock” position, or conversely – the “lock” or “closed” position. To operate the elevator, have the person seeking entry stand inside and call the PHCC using the intercom. Press the square button under the intercom phone on the console (also at Station #1) with a picture of a key on it. While pressing the button, instruct the person in the elevator to select the floor they wish to go to (the 3rd floor if not a MoT employee) by pushing the button. Ensure that you push the key button under the console BEFORE the person pushes the floor button in the elevator. Detailed information on the building alarms can be found (along with the Alarms and Security handout) in the PHCC Emergency / Security Manual.
When the Building Security Alarm Sounds (Afterhours) 1. If not already in the control room, return to the control room; 2. Lock the door; 3. Call 911, ask for police and give details as requested; 4. Once the ordeal is over and staff are safe, the most senior PHCC staff member present must e-mail details of the alarm to the PHCC Manager, Regional Manager of Corporate Services, and the PHCC staff e-mail list.
Page 84 Panic Alarms (during working hours) A set of procedures is outlined as to what to expect when there is a panic alarm activated in the SCR building during working hours. The PHCC operators play a role in the procedures – ensure you are familiar with them: • The alarm is activated • An automatic call (from the alarm) is made to “Safe Link” (hired by BCBC). Blue flashing lights with alert tones on the 1st floor are then activated for the response of staff in the vicinity of the blue lights to go to 3rd floor reception. • Safe Link will call the PHCC to confirm the alarm • The PHCC operator on shift will then go to the reception area to confirm which necessary services are / are not required. • Safe Link will then call any emergency services (police, etc) if needed
The Executive Staff at the SCR office test the panic alarms from time to time. If they are going to do this, they will inform the SCR office (by email) of the test before it takes place.
Fire Alarms If fire alarms are activated in the SCR office building at any time, “Counter Force” (hired by BCBC) is notified of the alarm automatically and will call appropriate emergency services.
Power Outages at South Coast Region Occasionally there may be extended power outages at the South Coast Region building in Burnaby. The PHCC communications room has an emergency generator. There should be 10 seconds at most without power. When power is restored, the switch from emergency supply back to BC Hydro should be seamless.
Procedure In the event of a power outage: 1. Contact the British Columbia Building Corp. (BCBC) call centre to report the event. The toll-free number is 1-877-222-3112; 2. The property management group (WSI) contracted to BCBC may decide, depending on the length of the outage, to make an onsite visit.
Page 85 Emergency Evacuation
South Coast Region’s regular office hours are from 8:30 a.m. to 4:30 p.m., Monday to Friday. In the event of an emergency during regular office hours, the PHCC evacuates the building with Finance and Contracts. Outside regular office hours, the PHCC follows the procedures given below. Hours that fall outside the above are considered after hours and include all weekends and statutory holidays. It is important to keep in mind that outside office hours there is no Emergency Floor Warden; however, the PHCC will still evacuate to the same meeting point (across the street from the building on 12th Street) with the Emergency Evacuation Kit (EEK). The EEK is a large bright yellow nylon bag found in the spare room and contains safety supplies. The Primary Exit is the northwest stairwell. It is accessed by taking a left down the hall when leaving the PHCC and another left at the end of the hall. The Secondary Exit is the southwest stairway across from the elevator by the reception area.
Procedure for Earthquake Evacuation
In the Event of Earthquake DURING OFFICE HOURS: 1. If you are outside, DO NOT attempt to enter the building until all shaking stops. Take refuge in a protected area. Remember most injuries during an earthquake result from falling debris. Move away from the building to your designated assembly point; 2. If you are inside the building DUCK AND COVER! Immediately take cover under the nearest available desks or other objects that will shelter you against flying glass or debris. Keep your back to the windows. If you are in an area where there are no desks or tables, try to brace yourself in an inside corner of a room. Avoid standing under light fixtures. Do not stand in doorways as doors will swing and slam against you; 3. Stay under cover until all shaking stops. (60 seconds recommended); 4. DO NOT LIGHT A MATCH OR LIGHTER! 5. After a major shock, be prepared to evacuate the building (with your essentials) as instructed to do so by an Emergency Floor Warden. Be prepared for additional shocks or tremors; 6. Keep calm. DO NOT RUN. Watch for falling debris or electric wires while evacuating. Note: It is possible that damage and/or obstructions will necessitate using an alternate route. Follow instruction of Floor Wardens; 7. Do not use the elevator. 8. Proceed to your designated assembly area or another safe area away from the danger of falling glass, brick, electric wires and/or other hazardous objects. Stay away from all buildings to avoid falling objects;
Page 86 9. If fire breaks out, pull the nearest alarm and evacuate as directed by Floor Warden; 10. If first aid is required, seek help from the designated 3rd floor First Aid Attendant; 11. Avoid the use of telephones – they will be used for emergency calls only. Always put telephones back on the hook; 12. IMPORTANT - Report to your emergency Floor Warden for roll call.
In the Event of an Earthquake AFTER OFFICE HOURS 1. If you are outside, DO NOT attempt to enter the building until all shaking stops. Take refuge in a protected area. Remember most injuries during an earthquake result from falling debris. Move away from the building to your designated assembly point; 2. If you are inside the building DUCK AND COVER! Immediately take cover under the nearest available desks or other objects that will shelter you against flying glass or debris. Keep your back to the windows. If you are in an area where there are no desks or tables, try to brace yourself in an inside corner of a room. Avoid standing under light fixtures. Do not stand in doorways as doors will swing and slam against you; 3. Stay under cover until all shaking stops. (60 seconds recommended); 4. DO NOT LIGHT A MATCH OR LIGHTER! 5. After a major shock, be prepared to evacuate the building (with your essentials and Emergency Evacuation Kit found in the spare room). Be prepared for additional shocks or tremors; 6. Do not use the elevator; 7. Keep calm. DO NOT RUN. Watch for falling debris or electric wires while evacuating. Note: It is possible that damage and/or obstructions will necessitate using an alternate route. Be aware of your primary and secondary exits; 8. Proceed to your designated assembly area or another safe area away from the danger of falling glass, brick, electric wires and/or other hazardous objects. Stay away from all buildings to avoid falling objects; 9. If fire breaks out, pull the nearest alarm and evacuate; 10. If first aid is required, seek help from the designated 3rd floor First Aid Attendant; 11. Avoid the use of telephones – they will be used for emergency calls only. Always put telephones back on the hook; 12. IMPORTANT – If possible report to the PHCC Manager, or if inaccessible, the Regional Manager of Corporate Services.
Page 87 Procedure for Fire Evacuation
In the Event of a Fire DURING OFFICE HOURS: 1. If you are outside DO NOT attempt to enter the building. Move away from the building to your designated assembly point; 2. Be prepared to evacuate the building as instructed to do so by an Emergency Floor Warden; 3. Keep calm. DO NOT RUN; 4. Proceed to your designated assembly area or another safe area away from the danger. Stay away from the building; 5. If first aid is required, seek help from the designated 3rd floor First Aid Attendant; 6. IMPORTANT - Report to your emergency Floor Warden for roll call.
In the Event of a Fire AFTER OFFICE HOURS: 1. If you are outside DO NOT attempt to enter the building. Move away from the building to your designated assembly point. Do not attempt to re-enter until instructed to do so; 2. Ensure doors are closed in the immediate work area; 3. If able, contact 911 and activate the nearest fire alarm; 4. Be prepared to evacuate the building (with the Emergency Evacuation Kit found in the spare room); 5. Do not use the elevator; 6. Keep calm. DO NOT RUN; 7. Exit the building immediately using the primary or secondary exits. If exits are blocked, return to control room, shut the door and establish contact with emergency services (dial 911); 8. Proceed to your designated assembly area (if working alone in the building, there is no appointed or designated assembly area). Stay away from the building; 9. If first aid is required, seek help from the designated 3rd floor First Aid Attendant; 10. IMPORTANT - Report to the PHCC Manager, or if inaccessible the Regional Manager of Corporate Services.
Page 88 Satellite Phone Information The PHCC has been supplied with a SAT phone for use in an emergency only. It is located in the beige cabinet next to the large wall map labeled “EMERGENCY SATELLITE PHONE”.
There are three other SAT phones in the Lower Mainland area. One is at the Lower Mainland District office; the other in the SCR office in the boardroom, and the third at the POWER TECH building in Surrey. The Power Tech building is the ministry’s operations coordinations centre in case of an emergency which will not allow people to work out of the SCR office. All SAT phones are clearly marked “EMERGENCY SATELLITE PHONE”.
The locations and numbers are as follows:
• South Coast Regional office – Burnaby Boardroom 1: 403-987-9420 PHCC: 403-987-9202
• Lower Mainland District office – New Westminster Boardroom: 403-987-9418
• Power Tech building – Surrey Room 318: 403-987-9143
Page 89 SNOW AVALANCHE
AVALANCHE BRANCH OPERATIONS
The PHCC works closely with the ministry’s Snow-Avalanche section in a variety of programs. Below are explanations and details of the PHCC’s role in each facet.
SAWS – Snow-Avalanche Weather System OPERATIONS The SAWS program has many functions. One thing it is used for is to “gather” weather condition data from remote weather stations that are located around BC. Of these weather stations, only 3 remaining are manual – meaning that an avalanche tech or contractor must manually submit the information they gather (via phone, radio, email or fax) from the station itself to the PHCC for entry into the SAWS system. Additionally, SAWS is used to produce avalanche hazard forecasts both by the avalanche tech or the PHCC operator (at the request for a “one liner” by the avalanche tech unable to post the hazard himself).
Instruction on the use of the SAWS system is greatly detailed and should be learned both on the job under supervision of another experienced operator, and with the use of the SAWS manual located in the office. There is a SAWS help file located on the E: drive for reference and questions: E:\SAWS_Help
In addition to the manual, the following information provided below should be regarded when using SAWS.
SAWS Hotline: 250-387-0142 This hotline is manned 24 / 7 and operators there have been instructed to contact Ted Weick (Avalanche / Weather Systems Manager) directly when the PHCC operator relates their call by mentioning the word “SAWS” in their conversation.
Urgent calls should be placed to the hotline or Ted Weick himself – if you are unsure of the urgency of your call, call Ted anyways on his cell phone or at home.
Non-urgent calls should wait to be reported to Ted the next day.
Avalanche Hazard Forecasts Hazard forecasts are also done through the SAWS program, and the SAWS operational manual should be reviewed on how to properly enter avalanche hazards. The following are some things that are imperative to observe when entering an avalanche hazard:
Ensure you have the appropriate avalanche tech name and call sign – ask for both if you must – some of the call signs can be confused with one another if you’re not used to them. Bring up the SAWS avalanche hazard forecast screen in front of you and make sure that you get information for all the required fields – confirm this with the avalanche technician.
Page 90
The PHCC operators are responsible for entering avalanche hazard forms that come in via email from Avaterra (a subcontractor) for the Kicking Horse Canyon. You will know to see these emails when they arrive in your inbox because the subject line will read “KHC – Aval Hazard Forecast”. The following information from this emailed form must be entered as an avalanche hazard into SAWS: • Forecaster’s name (found in the email address) • Avalanche area – will always be Kicking Horse Canyon • Forecast level – this will be found under the line “Kicking Horse Canyon Avalanche Hazard Forecast” and will be LOW, MODERATE, CONSIDERABLE, HIGH or EXTREME • Time – as specified in the forecast (all provided will be in MST and ensure you choose MST when filling out the forecast form) • Road status – leave it as defaulted unless the hazard is HIGH or EXTREME in which case it will be closed • Attention, notification and comments fields: leave blank
Northern Escape Heliskiing NEH was given permission by the ministry for their guides to use some MoT radio frequencies in case of an emergency.
Although unlikely, there is a chance that NEH may contact the PHCC in order to get in contact with the NW Avalanche Program members – Tony Moore (11-7) and Steve Brushey (11-71).
Call Plan Grid
Application Issue Regular Hours After Hours SAWS Minor Bugs Document and send email to Ted Weick and Patti Sandham Major Failures Call Hotline Call Ted Weick (Cell) and – if directed – call Hotline FBsys Spelling Errors FBsys now logs spelling errors so no need to document them. Major Failures Call Patti Sandham or Ted Weick. Log error message and copy all of the (data not getting files in the Starcaster Log directory loaded, Kernal (c:\program files\STR- Errors) SpeechTech\StarCaster FBSys\Log) BEFORE rebooting. These files could just be saved to the desktop. Email notification to Patti and or Ted. Then reboot the system. ** see SAWS and FBSYS sections for more detail**
Page 91
Updating the In Office Call Book and Avalanche Binders
The PHCC has an in-office Call Book which contains contact information for district staff of operational importance (such as Area Managers, District Managers and Operations Managers) and maintenance contractor staff. It should never be confused with the ministry’s Radio Call Book. It is organized by contract areas and the corresponding districts and regions. Contact information includes names, titles, geographical jurisdictions, call signs, and the work, home, cellular / satellite and autotel telephone numbers of district staff contacted most frequently and after hours. Included with the maintenance contractor information are boundary maps, contact lists, and call-out schedules. Call out schedules are frequent for the Bulkley Stikine District and come out on a weekly basis. They are usually faxed or sent in by email to the PHCC. Please ensure when you receive the updated call out list that it is placed in all 3 contract areas within the district, and in the appropriate locations in the two avalanche books (the white Road Closure notifications binder and the red SAR plans). The two avalanche binders should be updated when ministry managers and the like move or change their information. As well, notifications of vacations being taken or days off should also be included in those binders. When you receive notification of someone being away, ensure you check each time in both avalanche binders to ensure they are put in their appropriate locations. Ministry personnel move from place to place, retire or go on extended holidays all the time. This in-office call book is where such information is stored and / or changed. It is important to update the Call Book, using the procedures outlined below, as soon as the PHCC receives information on changes, and this is a task that all PHCC operators must share.
Procedure 1. Open the Call Book Word folder at U:\_callbook_disk_backup\Call Book 2. Select the region, district and service area sub-folder; 3. Make changes to the Word document as needed, without altering formatting; 4. Click “File”, Save; 5. Print and close the new information; 6. Replace the outdated information in the Call Book with the updated information; 7. Change the same information in the two Avalanche Response Plan binders, where applicable, and notify the Snow-Avalanche Branch (contact: Patti Sandham) of changes made to either binder;
Page 92 8. If the information concerns district staff transfers or responsibilities, refer to the Distribution Lists section of this manual to update the relevant e-mail address lists.
When updating or changing the call book:
• Do not: use pen to make your changes
• Do not: use post-it notes to stick in the books as these often fall out or become easily misplaced. If you receive notification by phone that someone is going to be away (and their info needs to be put in the in-office call book) then send an email to TRAN SCR PHCC to let everyone know the details (who, for how long and when they will return). Then, print of the email you sent and put it in the appropriate location in the call book.
• Do not: cut your name off the top of any “away” emails that you put in the call book.
SNOW – AVALANCHE BRANCH BINDERS: The PHCC has not got the templates for the two avalanche binders. Those are kept and updated by the Snow-Avalanche branch. Changes to avalanche technician’s information should NOT be done by PHCC operators. Changes to other ministry employee’s information should be done by all operators as a shared task and those can be done in pen as the binders’ pages will have to be updated by the Snow Avalanche branch themselves at a later date.
Page 93 Avalanche Technician Check-In
Check-in procedures for MoT avalanche technicians working in hazardous or isolated conditions have been established for their safety. All persons checking in should be recorded on the “Snow-Avalanche Program – Check Ins” dry erase board in the PHCC. To ensure the safety of ministry crews operating in the field, use the following check-in procedures.
Procedure 1. Person will initiate check-ins by contacting the PHCC; 2. Person doing check in will provide the PHCC with their personal and trip details. Information includes their names, call signs, number traveling in the party, point of departure, point of destination, method of travel (such as helicopter or skis), a local contact, expected length of the trip and time interval of the check-in; 3. Write the information provided on the white board entitled “Snow Avalanche Check in Program”; 4. Using the details provided, make a MOTLOG entry under “Check In”; 5. Set an alarm for the time interval established with the person. Use both Outlook and the office alarm clock; 6. If the person fails to check in at the stipulated time, try contacting them yourself. If there is still no response, use the emergency response procedure outlined at the bottom of the white board (use contact information listed there).
Page 94
Extreme Weather Broadcasts
Maintenance contractors are able to access extreme weather warnings on the Environment Canada web site, the Weather Network, and other sources. The RWIS site (https://saw-rwis.th.gov.bc.ca) provides very detailed weather information that is continually collected from the automated weather stations around the province. Maintenance contractors can call into the FBSYS system at any time. It provides them with public broadcasts and high elevation forecasts from Environment Canada. In some areas, the maintenance contractors themselves have access to the RWIS site and can use that. However, the PHCC occasionally receives emergency weather bulletins from Environment Canada that usually come by fax. These carry warnings that must be brought to the attention of crews working outdoors that may not be able to get back to check the RWIS site. The PHCC broadcasts the following emergency bulletins: 1. Heavy snowfall 2. Heavy rainfall of 50 mm or more (for the Hwy 99 Sea-to-Sky corridor) 3. Arctic outflow (where a potential for frostbite exists) 4. Freezing rain 5. Special Weather statements 6. Wind warnings (for the Queen Charlotte Islands – 100 km / hr or more)
All information for broadcasting (such as the trunk/forecast codes) can be found in the Weather Binder in the moveable console. In the case of heavy rain warnings for the Howe Sound/Whistler area (50 mm or greater), refer to the Heavy Rainfall advisory procedures in the in-office Call Book under the CA 4 tab. Use proper radio procedures and keep information as simple as possible. The forecast code in the faxes from Environment Canada matches with certain trunk/repeater codes which are listed in the Weather Binder. Match the forecast code with its coverage area so you know to whom you are broadcasting.
Page 95 Read the forecast and delete anything that does not pertain to the area for which you are reading. Dial up the repeaters and read the forecast in the following manner (or similar): 1) “Attention all units, this is Region 1 with an updated weather bulletin issued by Environment Canada” (pause for approx 5 seconds) 2) “A xxxx warning has been issued for your area…” 3) From here, continue reading as the text will vary with each forecast synopsis. Don’t read anything that is not related to the area you are broadcasting to. 4) End the forecast with “This is the end of this forecast, Region 1 out” 5) When rescinding a forecast, do not read the synopsis, but repeat Step 1 above, and then say “The xxxx warning for your area has been lifted”. Then finish with Step 4 above.
Page 96
FBSYS (Forecast Broadcast System)
The FBSYS computer is located in the small room next to the Manager’s office. This system receives weather data via FTP from the SAWS computer and generates “spoken” automated weather forecasts for the maintenance contractors and ministry field crews to access (using their radio) 24 hours a day.
Operational Ministry Staff and Maintenance contractors have access to weather information in the form of • Environment Canada’s Public Weather forecasts supplemented with high elevation (mountain pass) weather forecasts. • Ministry Weather Station data and • Site Specific Weather Forecasts for selected Roadside stations. Both EC’s High Elevation Weather Forecast and site specific forecasts are issued only during the winter season (typically November 1st throught he end o March or April) This information can be retrieved several ways: • The Road Weather Informaiton System Web site (https://saw-rwis.th.gov.bc.ca) provides weather data from any of the weather stations maintained and operated by the Ministry for Ministry Operations. This is usually the best site for access to the Ministry’s weather information including the site specific weather forecasts are made available twice daily on this site for roadside stations. • The Forecast Broadcast System (FBSys) is a Text-to-Voice system supported by the Avalanche and Weather Program from Victoria and operates from the PHCC during the winter months. Information on monitoring and maintaining FBSys is available in a separate section. • The Minstry also provides for a weather forecast email service. If you receive a request for emailing or faxing weather forecast information, forward the request to the Avalanche and Weather Program in Victoria.
A comprehensive manual for “Starcaster” (the forecast broadcast system) is located in the office by the FBSYS machine and should be read through and understood before operating the system. As always, if you are uncertain of how to do something, don’t guess – ask an experienced operator.
The PHCC has the task of correcting and editing text that comes in on the forecasts so that they are “readable” by the system. The system must always be running with the Starcaster window up Steps for editing forecasts: • You will know when there is an error in the system because there is an alert tone that will sound in the PHCC office.
Page 97 • Go to the FBSYS machine and with the Starcaster window up, click ERRORS at the top of that window. • A popup box will appear – click LIST ERRORS • Another box will popup and it can have anywhere from one or more forecasts listed in there waiting to be adjusted. You are only able to edit one at a time, so click the first forecast and then LOAD. • Two windows will now appear in the Starcaster screen. The Raw message text box shows the unedited forecast received by Environment Canada. The Expanded message text box is the decoded version (readable by the automated system). The text will be highlighted in the Expanded message text box, and you must use the Raw message text box in order to make your changes. • Go through and correct spelling errors or remove unrecognized words and replace them with something that is recognizable by the system. If need be, record (using the microphone) new words that are frequently coming up as errors. (Note: before recording, have an experienced operator show you how to do it). Some tips for editing follow these instructions. • Once you have finished your editing, click ACCEPT • Repeat if necessary, these steps again if there are more forecasts listed in the error list.
Note: DO NOT turn down the volume for the alert tone. The speakers with the FBSYS computer have volume control on them that can be adjusted. However it is not to be touched as all too often operators have turned the volume off and subsequent alerts have not been heard.
Tips for editing: • There is a dictionary and thesaurus available in the PHCC. Use them if you aren’t sure how to correctly spell a word. • Starcaster does not always recognize 3 digit numerics. For example, “303” would not be recognized as three hundred and three. If this kind of an error occurs, you must re-write the numbers in place value form. So, 303 should be corrected to “300 3” (as in, 300 – three hundred, 3 – three).
FBSYS TROUBLES
From time to time, the FBSYS machine experiences some operational errors and these need to be addressed as soon as they are noticed.
When an error is noted please contact the following people: Patti Sandham (Avalanche Systems Tech) Office: 250-387-7521
Ted Weick (Avalanche / Weather Systems Manager) Office: 250-387-7513 Cell: 250-818-5597
24 hour hotline: 1-250-387-7000 (Note: Ted’s cell number may also be used after-hours)
Page 98 FBSYS – KERNEL ERRORS
Although infrequent, FBsys experiences difficulties and the system generates a popup window mentioning a “Kernel Error”. This error message means that the FBsys is no longer receiving weather forecasts and none of the field crews will be able to access the system for forecast information.
If this should happen, a specific set of instructions must be followed: • DAYTIME HOURS (Mon – Fri, 0800 – 1600): Call Patti or Ted at the above listed phone numbers. • AFTER HOURS / WEEKENDS / HOLIDAYS (or if Patti and Ted cannot be contacted during daytime hours): 1) Note the date and time that the error appeared 2) Clear the error from the system 3) Open Windows Explorer (right click on START; or hold down the flag key and press E) 4) Copy ALL FILES from C:\program files\STR-SpeechTech\Starcaster FBSYS\forecast (to copy – Ctrl + C) 5) Paste the copied files to C:\logs\WXFctsReceived 6) Once the files have been copied (IMPORTANT!!) shut down the Starcaster program and reboot the PC (instructions follow). 7) Finally, email both Ted and Patti and let them know it has been done.
Rebooting FBSYS
There is a request to enter a password when exiting the system and rebooting the FBsys computer. That password is: exit
Once rebooted, the logon / password info for the system is as follows:
Logon ID: FBSYS2005 Password: Phcc2005
Page 99 KOOTENAY PASS AVALANCHE OPERATIONS
The avalanche area through Kootenay Pass is a highly “sensitive” area politically. It is important (as is with all avalanche areas) that we prioritize their work and ensure it for accuracy. Kootenay Pass has a multitude of DTMF signs and overhead CMS signs that need to be changed when avalanche control work or snow removal activities are ongoing.
When sign changes are requested, you must always call the original field personnel back (be it an avalanche tech or maintenance contractor for Kootenay Pass) to confirm that the signs have been changed. This is done for changes in road conditions as well.
When changing the signs for avalanche control work or snow removal, you must also follow these procedures for filling out a special check list to ensure all signs have been changed.
Procedures for filling out Kootenay Pass Sign Check Off Sheets: • The maintenance contractor or avalanche technician calls to notify the PHCC of snow removal, closure or delays for avalanche control (which are often lengthy). • Fill the appropriate information into a Kootenay Pass Check Off Sheet (stored in a binder marked “Kootenay Pass Check Off Sheets” in the movable console). This includes: party requesting the sign change, time, message, and check box to confirm that the sign was changed. • If delays are 2 hours or longer (ie: closed until further notice) you must call the Kootenay Lake Ferry to advise them of this. (The Kootenay Lake Ferry will then expect a heavier traffic volume and may have to adjust their schedule accordingly). • Go through the sheet, and check off each DTMF / CMS sign box as you change them on CAMeleon. • Finally, call the avalanche technician back to confirm with him that all the signs have been changed, and the Kootenay Lake Ferry advised. • These procedures will also be in effect when the closure or delays are lifted.
Page 100 SOPS
Call Book and Avalanche Binders
The PHCC has an in-office Call Book which contains contact information for district staff of operational importance (such as Area Managers, District Managers and Operations Managers) and maintenance contractor staff. It should never be confused with the ministry’s Radio Call Book. It is organized by contract areas and the corresponding districts and regions. Contact information includes names, titles, geographical jurisdictions, call signs, and the work, home, cellular / satellite and autotel telephone numbers of district staff contacted most frequently and after hours. Included with the maintenance contractor information are boundary maps, contact lists, and call-out schedules. Call out schedules are frequent for the Bulkley Stikine District and come out on a weekly basis. They are usually faxed or sent in by email to the PHCC. Please ensure when you receive the updated call out list that it is placed in all 3 contract areas within the district, and in the appropriate locations in the two avalanche books (the white Road Closure notifications binder and the red SAR plans). The two avalanche binders should be updated when ministry managers and the like move or change their information. As well, notifications of vacations being taken or days off should also be included in those binders. When you receive notification of someone being away, ensure you check each time in both avalanche binders to ensure they are put in their appropriate locations. Ministry personnel move from place to place, retire or go on extended holidays all the time. This in-office call book is where such information is stored and / or changed. It is important to update the Call Book, using the procedures outlined below, as soon as the PHCC receives information on changes, and this is a task that all PHCC operators must share.
Procedure 1. Open the Call Book Word folder at U:\_callbook_disk_backup\Call Book 2. Select the region, district and service area sub-folder; 3. Make changes to the Word document as needed, without altering formatting; 4. Click “File”, Save; 5. Print and close the new information; 6. Replace the outdated information in the Call Book with the updated information;
Page 101 7. Change the same information in the two Avalanche Response Plan binders, where applicable, and notify the Snow-Avalanche Branch (contact: Patti Sandham) of changes made to either binder; 8. If the information concerns district staff transfers or responsibilities, refer to the Distribution Lists section of this manual to update the relevant e-mail address lists. When updating or changing the call book: • Do not: use pen to make your changes • Do not: use post-it notes to stick in the books as these often fall out or become easily misplaced. If you receive notification by phone that someone is going to be away (and their info needs to be put in the in-office call book) then send an email to TRAN SCR PHCC to let everyone know the details (who, for how long and when they will return). Then, print of the email you sent and put it in the appropriate location in the call book. • Do not: cut your name off the top of any “away” emails that you put in the call book.
Changes to avalanche technician’s information should NOT be done by PHCC operators. Changes to other ministry employee’s information should be done by all operators as a shared task and those can be done in pen as the binders’ pages will have to be updated by the Snow Avalanche branch themselves.
Page 102
CBPQ FM Radio
CBPQ 89.9 FM is a recorded information highway broadcast that informs travelers of road conditions, lane closures, and emergency closures on Highway 5 between Hope and Kamloops and Highway 97C between Merritt to Peachland. This broadcast is updated when Drive BC reports are read / updated for either highway and for any problem areas north and east of the Coquihalla Toll Plaza; however, changes in chain requirements are not reported. The broadcast message can be heard on Highway 5 within 2 km of the Toll Plaza.
Procedure 1. Dial 1 250 378-6037; 2. The phone will ring a few times. Listen for a faint click and enter 7469. There should be a beep, if not, re-enter 7469 (if there is no beep tone hang up and try again); 3. To record, press 7; The typical taped message: “This is CBPQ 89.9 FM. The time is e.g. 7 a.m. Monday, January 1. The next update will be reported as road conditions change. Highway 5 Hope to Merritt is… Highway 5 Merritt to Kamloops is…. Highway 97C the Okanagan Connector Merritt to Peachland is…. That ends the report, please drive carefully.” 4. To finish recording press 4; 5. To listen to the recording press 8; 6. To save the recording and hang up press 4 then 0.
Page 103 Chain Up Reports
The PHCC updates the Chain Up Report, which notifies the commercial trucking industry when use of chains is required. Chain up requirements are based on highway conditions. When the PHCC receives notice from a maintenance contractor that chains are required, Chain Up Reports are posted on the internet. For a list of chain sites refer to Appendix A. The same procedures are used when chain up requirements are rescinded.
Note: Chains in effect are marked with asterisks. Ensure that when chains are no longer in effect, that the asterisks are removed entirely. Read the procedures below carefully.
Drive BC has a link to the Chain Up Report page. In the event that Drive BC goes down and information shown to the public is old, an error notice may be posted on the Chain Up Report page giving truckers our public phone number to call and get the most recent chain up status.
To ensure the commercial trucking public has current chain up requirements available to them in the most efficient manner, read the instructions below and follow them carefully.
Procedure There are two parts to the procedure for issuing and rescinding Chain Up Reports. The first part relates to the Chain Up Report itself and the second part to the update in the
Road Report. After these are completed, the reports are updated on the internet.
Chains In Effect
Part 1: Editing the Chain Up Report When Chains Are In Effect 1. Go to Chain Up Report by double-clicking the Road Report FTP icon on the desktop; 2. Click the “chains” button. 3. Update the time, date, and operator’s initials (as necessary); 4. Do not erase “end.” below the operator’s initials; 5. Visually scan the report and find the highway for which chains are in effect; 6. Type two asterisks ** in front of the route number as shown below:
**Hwy 1 - Revelstoke: Albert Canyon: Chains not required.
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Rogers Pass: East side of summit: Chains not required. West side of summit (Heather Hill): Chains not required. 7. Next, type two asterisks ** in front of the location where chains are in effect, see example below where chains are in effect for Revelstoke: Albert Canyon; **Hwy 1 - **Revelstoke: Albert Canyon: Chains not required.
Rogers Pass: East side of summit: Chains not required. West side of summit (Heather Hill): Chains not required. OR if there is only one possible location where chains could be required on a highway, do not add additional ** to the name of the location. See example below where chains are in effect for Crawford Bay to Kootenay Bay:
**Hwy 3A - Crawford Bay to Kootenay Bay: Chains not required.
OR where there are two sides of a mountain highway pass, e.g. Rogers Pass or
Kootenay Pass, that could require chains, type ** next to the side where chains are required.
Note: when chains are in effect for both sides of a pass, do not combine the two sides together so that it might read “Rogers Pass: Both sides of summit: Chains in effect for commercial vehicles”. When doing this, if chains go out of effect, sometimes changing the “both sides” back to the two separate sides is forgotten.
**Hwy 1 - Revelstoke: Albert Canyon: Chains not required.
Rogers Pass: **East side of summit: Chains not required. West side of summit (Heather Hill): Chains not required.
Page 105 OR where chains are in effect for both sides, type ** next to both sides of the pass:
**Hwy 1 - Revelstoke: Albert Canyon: Chains not required.
Rogers Pass: **East side of summit: Chains not required. **West side of summit (Heather Hill): Chains not required.
8. Type “Chains in effect” in place of “Chains not required” on the line where chains are in effect; **Hwy 1 - **Revelstoke: Albert Canyon: Chains in effect.
9. Save the report by clicking “File” and “Save”; 10. A box will pop up asking if you wish to upload the file to the internet – click yes; this will update the information to the Chain Up Reports page on the internet directly. 11. Print the updated report and place on the main console so that colleagues may be aware; 12. Using the computer mouse, highlight and copy the updated chains in effect information (to be pasted in the Road Report).
Chains No Longer Required
Part 1: Editing the Chain Up Report When Chains Are No Longer Required 1. Go to the chain up report by double-clicking the shortcut to the Road Report FTP icon on the desktop; 2. Click the “chains” file in 3. Update the time, date, and operator’s initials (as necessary); 4. Do not erase “end.” below the operator’s initials; 5. Remove all ** from the relevant highway segment; 6. When editing mountain passes where two sides might require chains, ensure the asterisks come off the segment where chains are no longer in effect; Hwy 1 - Revelstoke: Albert Canyon: Chains in effect.
Rogers Pass: East side of summit: Chains in effect.
Page 106 West side of summit (Heather Hill): Chains in effect. 7. Delete “Chains in effect” and type “Chains not required”; Hwy 1 - Revelstoke: Albert Canyon: Chains not required.
Rogers Pass: East side of summit: Chains not required. West side of summit (Heather Hill): Chains not required. 8. If only one side of the pass has chains rescinded, update accordingly; **Hwy 1 - Revelstoke: Albert Canyon: Chains not required.
Rogers Pass: **East side of summit: Chains in effect. West side of summit (Heather Hill): Chains not required.
9. Save this report by clicking File, Save; 10. A box will pop up again asking if you wish to upload the file to the internet, - click yes. This process uploads the changed document directly to the internet Chain Up Reports page. 11. If chains are still in effect on any part of the provincial highway system print the updated chain report and place it on the main console so colleagues may be aware. Old Chain Up reports do not need to be kept – they can be recycled.
Page 107 Contract Area Boundaries
The Ministry of Transportation has been broken down into 3 regions; 11 districts; and 28 contract (service) areas. This information is needs to be referenced constantly in the PHCC’s daily operations. The map of the maintenance service areas gives an outline of boundary information, but it is important to know exactly where boundaries lie between contract areas and maintenance contractor patrol areas. In order to find these specific locations between contract areas, you must refer to the LKI. The LKI may not show patrol boundaries but usually that can be gained by the experience working in the PHCC. Again – don’t guess! If you are not certain about contract or patrol boundaries – ask either the other operators, maintenance contractor or District staff. To gain a better understanding of boundaries, refer to the map and table that follow.
Page 108 Figure: Maintenance Service Areas
For more detailed service area maps refer to the following link: http://www.th.gov.bc.ca/bchighways/contracts/maintenance/hwy_maint_boundary_maps. htm
Page 109 Figure: Service Area Names and Numbers Region # Region Name District # District Name Service Service Area Name Area # 1 South Coast 1 Lower Mainland 4 Howe Sound 5 Sunshine Coast 6 Lower Mainland 7 Fraser Valley 2 Vancouver Island 1 South Island 2 Central Island 3 North Island 2 Southern Interior 3 Rocky Mountain 11 East Kootenay 12 Selkirk 4 West Kootenay 9 Kootenay Boundary 10 Central Kootenay 5 Okanagan Shuswap 8 South Okanagan 13 Okanagan Shuswap 6 Thompson Nicola 14 Nicola 15 Thompson 7 Cariboo 16 South Cariboo 17 Central Cariboo 18 North Cariboo 3 Northern 8 Peace 21 South Peace 22 North Peace 9 Fort George 19 Fort George 20 Robson 23 Nechako 10 Bulkley Stikine 24 Lakes 25 Bulkley Nass 28 Stikine 11 Skeena 26 Skeena 27 North Coast
Page 110 Dead Animals
Dead animals on ministry highways may cause hazards for motorists and must be cleared as promptly as possible. The first party on scene (police or maintenance contractor) must clear the dead animal from the road (or pulled off to the shoulder for the contractor to pickup if it’s a police officer) if it is a potential hazard. If unable to remove the dead animal entirely, it must be pulled from the travel-portion of the road. Dead animals on private property are not the ministry’s responsibility and the ministry’s maintenance contractors are not responsible for removing them. Callers requesting the removal of a dead animal from a non-ministry road or highway must be directed to call the relevant municipality’s Public Works department. In some very rare cases, the municipality may not go out to pick up the animal from someone’s property either, and in such cases a suggestion should be made to the caller to look in their Yellow Pages phone book for a dead animal removal company. The maintenance contractor is responsible for clearing dead animals from all ministry roads, not just Schedule 1 and Schedule 2 (See Appendix C). The maintenance contractor will never “put down” an injured animal and should redirect requests to do so to the police or Conservation Officer for the area. The police or Conservation Officer will put the animal down and either dispose of it or pull it from the travel-portion of roadway for the MC to pick up later. To ensure dead animals on ministry highways are removed as quickly as possible, follow the procedures below. Procedure When a dead animal is reported on a ministry road or ministry highway: 1. Determine and record the following from the caller: • Location of the animal: direction, landmarks etc; • Whether the animal is on the travel portion of the road or the shoulder, and; • Details about the animal: type and size. (This is important as it will determine how many men the contractor has to send out in order to pick up the animal. In most cases, deer can be handled by one person and moose usually require two).
Next, determine which maintenance contractor patrol is responsible for the area. If needed, refer to the Service Area Boundary maps or LKI. 2. Contact the maintenance contractor by making a radio call using radio call procedures; OR During summer hours, call the contractor’s answering service. This service will contact the maintenance patrol covering the area;
Page 111 3. Document the request for animal removal in MOTLOG (see MOTLOG section on Incidents Requiring Further Action for details on how to record this information).
EMAIL COMMUNICATIONS
Email is used on a constant basis in the PHCC. Each operator is set up with a computer profile and this gives them access to their own personal Outlook email account.
PHCC email address: TRAN SCR PHCC
The PHCC is set up on an email list that anyone using the government server can use one email address to distribute a message to all operators in the PHCC. This is used by a wide range of people to distribute things such as avalanche hazard bulletins, work notifications, out of office info, or any emails needing to be made note of.
Points to know about the use of this email address:
The PHCC uses this email to communicate to one another as well. When emails come in needing to be addressed, the operator taking care of it should forward the email to this address to let the other operators know. Users not working in the government LAN cannot send emails using this address. Instead, outside users can use the following address to contact all operators in “one shot”: [email protected]
PHCC Drive BC email address: [email protected]
For the purposes and use of Drive BC, another email address has been set up to receive certain Drive BC bulletins needed for use if the system should go down. (For further explanation, refer to the Drive BC section of this manual). Since this email comes in to one Outlook inbox on the Kmahcomm computer ONLY, this email should not be used for anything else. If a ministry person sends an email through this address, please reply back and ask them to use TRAN SCR PHCC from now on. If a maintenance contractor sends an email through this address, have them use [email protected] .
Emails received and responded to in the [email protected] mailbox should include TRAN SCR PHCC in the “reply” field to ensure other operators are kept in the loop.
Page 112
MVA’s WITH FATALITIES – NOTIFICATION PROCEDURE
There is a certain amount of sensitivity involved with MVA’s – especially ones where a fatality (or fatalities) are involved.
First and foremost – no specific details about fatalities can be offered over the phone or on Drive BC – to the public, media or whomever. District staff dealing with the incident must be notified, but that is all.
In such an occurrence, a province-wide notification procedure has been established when there has been a fatality: The Area Manager or designate must be notified – whether the road is closed or not. The PHCC operator will call the appropriate Area Manager using all the phone numbers listed for them and by radio both day and night. If he cannot be reached, then the operator will try to call the District Operations Manager. If he cannot be reached, the PHCC will try the District Highways Manager. Once that possibility has been exhausted, the PHCC operator will try the next nearest Area Manager within that contract area or district. You may decide to leave messages on answering machines while trying to contact someone. In the end, if no one can be reached at that time, leave a message on the originating Area Manager’s cell / home / office phone outlining some details of the incident. Ensure your efforts are documented in MoTLog. Log all the information regarding the incident into MoTLog.
Page 113 H-1070 / H-1080 Work Notification Sheets
H-1070 and H-1080 forms (also called Work Notification Sheets) are used to notify the PHCC of scheduled closures. Generally, the H-1070 form is used by contractors doing the work, to fill out and send to the PHCC for public notification. The H-1080 form provides almost the same information as the H-1070, except that it adds the signature of district staff authorizing the work. The forms are completed electronically or in hard copy by contractors or ministry staff. The H-1070 form is on the ministry intranet site at: http://gww.th.gov.bc.ca/Forms/search.aspx Using email or fax, send the H-1070 to contractors who call to pass on work notifications verbally by phone. Or, grab a paper copy of the form in the office and fill in the blanks as needed. A paper copy is useful for the ministry project binder.
When inputting info from H-1070 or 1080 forms into Drive BC, DO NOT over-edit the plan that is created by Drive BC. When you change the plan to your own wording, the date and times don’t roll over with the Drive BC system, and this makes the reports look bad and outdated. Operators don’t check all the entered events enough to ensure consistency, so it’s best not to do it at all. Only enter the information as it is asked for in Drive BC. Delays do NOT need to be indicated by editing them into the plan, and H-1070 information that does not show delays does not have to be added to Drive BC.
Use the detail provided in either of the forms to enter in the Road Reports and in Drive BC. If there is information missing, contact the contractor named on the sheets (not the Ministry contact on an H-1080) and ask for the remainder.
H-1070 forms should be received fully completed by the PHCC at least 24 hours before the start of the project or designated work.
Forms arrive by fax and e-mail from contractors or ministry staff who are doing work on the highways. 1. If the form is received by e-mail, print a paper copy; 2. Check the form to ensure it is completed properly. If any details are missing, contact the person who submitted the form to get these details and add them to the form. Ensure that a 24 hour contact is provided. Construction zones are sometimes tampered with after hours (people drive over cones, etc) and sometimes
Page 114 require immediate fixing. The PHCC receives calls from the police regarding this and need to know whom to contact at any hour of the night to rectify this issue. If no 24-hour contact is available, then insert the details of the ministry Area Manager or District Operations Manager; 3. If work described on the form lasts for 2 weeks or longer, the paper information sheet must be filed in the project binder in the moveable console for the appropriate Contract Area. Refer to Service Area Maps or the LKI if necessary. OR
If there are no delays expected with the work, it does not need to be entered into
Drive BC. This might be a lane closure on a 4 lane stretch of highway, for example.
4. Enter the information into Drive BC. When doing so, do not over-edit the wording of Drive BC. Take the main details of information and submit that without editing the plan. Plans should only be edited under certain circumstances (see Drive BC section). 5. Check the form to see the duration of the work. If it is two weeks or more, file the H-1070 Form in the project book according to the service area (1 – 28) and write your initials on it; OR If it is less than two weeks, the H-1070 Form should be filed with the other road condition information in the accordion file in the moving console according to the service area; write your initials on the sheet;
Page 115
Jurisdictional Boundaries
Questions arise from time to time about federal, provincial, regional, or municipal jurisdictional boundaries.
A rule of thumb is that when a town has been incorporated, the roads, including city streets, are municipal. When a town is unincorporated, regulations fall to regional districts and roads are maintained by the Ministry of Transportation (MoT).
Numbered highways, specifically Schedule 1 and 2 (see Appendix C) are also provincial. Bowen Island, for example, has been incorporated; none of its roads are numbered, so no road on the island is maintained by the MoT. By contrast, most roads in the Sunshine Coast fall under provincial jurisdiction with the exception of those within the Town of Gibsons and District of Sechelt, which are incorporated. Roads outside those towns, including residential side streets, fall under the Regional District and are therefore maintained by the Province (MoT). Highway 101 through Sechelt, however, continues to be MoT’s responsibility.
Note that while residential roads may be the official responsibility of the ministry, Drive BC does not report on residential streets. Roads other than Schedule 1 and Schedule 2 highways will not be added to Drive BC unless specifically requested by a district office. For a detailed listing please refer to Appendix C.
Federally maintained roads include roads in national parks, the Alaska Highway from Wonowon to the Yukon border, and the roads at Vancouver International Airport to name a few. Roads in federal jurisdictions typically have signs in French and English.
Exceptions abound in the Lower Mainland where highways have been divested to municipalities for maintenance. Examples include Barnet Highway, parts of Highway 99 inside the City of Vancouver, and Lougheed Highway. Main roads around the University of British Columbia, which is formally outside the City of Vancouver, are still being maintained by the ministry’s contractors.
Commonly, calls come in to the PHCC where requests are being made for roads that do not belong to the ministry’s jurisdiction. The following are some guidelines to help you handle such calls:
Page 116 1. When a call comes in, first determine whether it is a ministry highway using the rule of thumb given above; or, for more exact information, refer to the boundary maps on the walls of the PHCC and / or the Service Area maps in the Call Book; 2. If the caller’s incident or query relate to the Ministry itself, or Ministry’s jurisdictional areas , proceed with the caller’s request; 3. If the call does not relate to ministry or ministry’s coverage areas, inform the caller that the area specific to their request is out of the ministry’s jurisdictional area and inform them of the appropriate authority to call. If you are busy, they can be referred to the blue pages section of their phone book.
Page 117
Livestock on Road
Livestock needs to be cleared from main roads because live animals are a severe traffic hazard. Livestock on Schedule 1 and Schedule 2 roads is an infraction of The Motor Vehicle Act and therefore a police matter (see Appendix C for extracts from the Motor Vehicle Act pertaining to specific roads). The police enforce the Motor Vehicle Act and the Ministry enforces the Highways Act. There is a difference that should be noted.
The PHCC must nevertheless contact the maintenance contractor because traffic control may be required. The maintenance contractor will decide themselves if they wish to provide it or not. Different areas across the province seem to have different responses to these situations.
Procedure: 1. If the call for livestock on the road is received from the police, inform them that this is an infraction of the Motor Vehicle Act and therefore a police issue but that the ministry can provide flaggers if needed? A call to the maintenance contractor for notification will have to be made anyways. If the call is received from the public go to the next step.
2. Contact the appropriate maintenance contractor to inform them of the issue and of the potential requirement for traffic control if needed. It is up to the maintenance contractor to decide if he wants to try and get the livestock off the road or not, and also to phone for flaggers if they are needed.
Page 118 Landmark Kilometre Inventory (LKI)
Ministry highways are part of the Landmark Kilometre Inventory (LKI), an inventory system which documents the exact locations of landmarks on roads. This system is just one of several being used within the Ministry. The LKI lists identifying features located on a highway (for example, signs, roads, railway crossings) at a kilometre distance between a starting and ending point (typically two towns). The system is a valuable resource to help determine which maintenance patrol the PHCC should contact when there is a highway incident, and should always be used to determine boundaries when unsure. Recently, the LKI has been produced electronically and is being updated that way instead of the traditional paper method. Ensure you refer to the most recent version when using it. Usually there is a most current one printed and kept within the PHCC. Other older LKIs are kept for special referencing where additional information of note regarding boundaries and areas have been added by the PHCC members themselves. Always ask someone with more experience to help you if you are not sure. The benefit to having the LKI electronically is that you can search for reference points by key word. In the example below, “Bromley Rock” would bring you to the exact page in the LKI that you are looking for, without even having to know that it was on Highway 3. Familiarizing Yourself: The best way of becoming familiar with the LKI is by using it is as much as you can and getting familiar with its details.
It is far worse to think you know where something is and assume as opposed to using the LKI to confirm your hunch – never assume!
New operators and auxiliary operators returning from being away during the summer should use the LKI when they can to confirm reference points (even those already known). • The LKI lists highways and roads by direction and districts. This is important to pay attention to. Directional information is always contained at the top of the page. • Each of the highways (especially if lengthy) is broken up into segments. Pay particular attention to where each segment begins and ends, because that is often a point of confusion for operators using this manual. • Some of the roads / highways that aren’t listed with a highway or road number can be found in the LKI, and usually in the back of the book with the “Other Segments” for the specific District / region of the province.
Page 119 Below is an example of how to work through the use of the LKI when given a specific incident. For the purposes of education, let’s say the incident is occurring on HWY 3 at BROMLEY ROCK. How would you find it using the LKI? 1. Refer to the Highway Accident System Landmark Kilometre Inventory (LKI) binder; 2. Highways are ordered numerically. Unnumbered roads can be found in the index at the front of the binder; 3. Having some geographic knowledge is a must for PHCC operators. If you know where Bromley Rock is, then it will be easy to find in the LKI. If you don’t know where it is, but know that it is on Highway 3, ask another operator or even the MC – always ask! Don’t guess! If you have a point of reference but don’t know which highway it’s on, use the search function in the LKI electronic document to help you find it. 4. Look through the index for Highway 3. You should have discovered if you did your sleuthing that Bromley Rock is located on Highway 3 between Princeton and Keremeos. Search under Highway 3 for Princeton and then go through the list until you find Bromley Rock; 5. From there, Bromley Rock is found in segment 1310. This is in District 5, Service Area 8. If necessary refer to the Service Area Boundaries section of this manual to find the district and service area information, or to any of the PHCC wall or Service Area maps in the Call Book (in-office); 6. There are two patrols in the area, one for Princeton and another for Keremeos. Bromley Rock is located between the two towns, so the rule of thumb is to determine which town is closest to Bromley Rock and make the assumption that whichever is closer is where you would call the patrol from. In some cases, you may find patrol boundaries listed in the LKI – read carefully! If the boundary between two patrol areas is also the boundary of two different contract areas, the boundary should be referenced in the LKI. 7. In this case, Bromley Rock is 21 km east of Princeton, and 45 km west of Keremeos, so the most likely patrol would be located in Princeton; 8. Make the appropriate radio call using the Radio Call Book. It is not always right that the closest patrol to the incident is the one who is mandated to handle it. It is (as mentioned) a good rule of thumb to use when you begin, however as you increase your geographical knowledge and contract area knowledge through time, you will do less guessing (and asking!), and more remembering of which MC covers which area. If you are ever completely unsure about whom to call, place a radio call to the closest MC, and ask them if they cover the area in question. If not, they will be sure to let you know. The MC or Area Manager is the best resource for boundary knowledge, so do not be afraid to call them up with a question about their area. They would prefer you learn and get it right than guess and cause them to waste time and money chasing after a problem that isn’t in their contract area.
Page 120 Load Restrictions
In spring, truck loads may be restricted on some roads due to road structure thawing. Geotech provide district employees (usually District Techs) with the information they need to calculate road restriction information for the commercial transportation industry. Load restrictions are classified by the roads and amount of legal axle loading (GVW) permitted on them throughout the ministry’s district. With the freeze / thaw cycles, or heavy rains sometimes, they can be constantly changing. In simple terms, legal axle loading refers to the amount of weight of the load the truck carries and the combined axle / truck weight included. If a road is 100% legal axle loading, it means that the trucks permitted there can carry to their full (100%) weight. If a road is 70% legal axle loading, the trucks are only permitted to carry 70% of that overall combined weight. This means that most companies would have to haul less, and that would cost them more money than it’s worth in some cases, so it has its impacts. Load restrictions are very important to the trucking industry. If Drive BC should go down and truckers cannot access load restriction information provided by the ministry, then the truckers may call the PHCC operators to get that information. All load restrictions that come in (usually a few days to a week in advance) and those which are still active are all located in the Load Restrictions Binder – which is found in the moveable console. The binder is categorized into the 11 different districts.
Load restrictions are not done by contract area in this case – ensure when filing the paper or updating the information to the internet that you don’t confuse the district numbers with the contract area numbers.
The Load Restriction binder is where PHCC operators can access load restriction information if the website should go down. Remember also to make certain you are looking at the current information, and nothing that is future dated. The District issues load restriction bulletins to newspapers, fax to agencies and/or email list, and provides the same information to the PHCC for entry into Load Restrictions page that is linked to Drive BC.
Procedure: To update load restriction information: 1. If information is received by fax only at the PHCC, request an e-mail from the district that sent it to avoid retyping; 2. Copy the text in the body of the email, which is usually in the form of an attachment; received from the district;
Page 121 3. Go to the load restriction report by double-clicking the shortcut to the Road Report FTP icon on the desktop; 4. Click the “Load Restrictions” tab. Listed there are the ministry’s 28 service areas. Not all 28 CAs are used in this folder list since the Ministry reduced the number of districts to 11. You will see that all 28 tabs are still listed in the upload FTP from our old system, but since the Ministry is now made up of 11 Districts, only the numbered tabs from 1-11 are in use. There is a LOAD RESTRICTION BINDER that is used in conjunction with these files. In the front of that binder, you will find the map of the 11 districts and you can figure out where the load restriction document you have should be filed. 5. Click the District file tab that needs updating. If necessary, refer to the Service Area Boundaries section of this manual for help in determining which service area relates to the district that needs updating. 6. Where there is an existing load restriction that is ”effective immediately”, delete the entire existing load restriction and replace with the new one that was sent; 7. Paste the text from the e-mail into the file beneath the line of asterisks, placing current-dated restrictions (those that take effect immediately) at the top. Future-dated restrictions should be pasted after the current information. 8. Ensure that the line above the line of asterisks is the “effective as of date” from the load restriction. Make small formatting changes if required, but do not change any information provided by the district. 9. File, Save; 10. If no hardcopy exists, print; 11. Close the restriction file and associated folders; 12. A pop up box will ask if you wish to upload the file to the internet; click “yes”. 13. File the hardcopy in the Load Restrictions Binder in the movable console in the correct district chronologically (current to future). Restrictions no longer in effect should be removed from the binder and the paper recycled; 14. Using a highlighter, highlight the notice number and time the restriction will be in effect; 15. On the paper copy, the operator writes his/ her initials, and the time and date the restrictions were uploaded.
Current and Future Dated Example:
Effective as of 1:00 am, Monday, January 10th, 2005. ************************************************ PROVINCE OF BRITISH COLUMBIA MINISTRY OF TRANSPORTATION
Page 122 STIKINE SERVICE AREA #28 NOTICE #7 - Revision #1
Pursuant to Section 23 of the Highway Act and the provisions of the Commercial Transport Act, notice is given that, effective 1:00 am, Monday, January 10th, 2005.
100%
Road x Road y Road z
80%
Road A Road B Road C
All term overload permits are invalid for the duration of these restrictions. Violators of the regulations and restrictions will be prosecuted.
The applicable tolerances provided under 7.06(1) of the regs, pursuant to the Commercial Transport Act, shall apply.
Restrictions are subject to change on short notice. For more information, contact the District office at 847-7403 or toll free at 888-731-6630.
Name of DHM District Manager, Transportation District Name DATE: Jan 9, 2005
Page 123
************************************************ Effective as of: 1:00 a.m., Saturday January 22nd, 2005 ************************************************ PROVINCE OF BRITISH COLUMBIA MINISTRY OF TRANSPORTATION STIKINE SERVICE AREA #28 NOTICE #8
Pursuant to Section 23 of the Highway Act and the provisions of the Commercial Transport Act, notice is given that, effective 1:00 am, Saturday, January 22nd, 2005
ALL SEASONAL LOAD RESTRICTIONS ARE RESCINDED
Restrictions are subject to change on short notice. For more information, contact the District office at 847-7403 or toll free at 888-731-6630.
Name of DHM District Manager, Transportation District Name DATE: Jan 9, 2005
Page 124 Media
When the media call the PHCC for information, staff are only able to provide basic highway condition information that is posted on Drive BC. This would include current road condition information, and in the case of a closure, the location, time and reason the closure occurred. If the reporter wants further information, they should be referred to the Public Affairs Bureau (PAB). There is a 24 hour contact (and back up numbers) and PAB will work with the district to gather the information and answer the media’s questions conducive to government policy. Policy on media communication is the responsibility of PAB.
To ensure the media receive accurate information, use the following procedures to provide publicly available information (available from Road Reports) or refer them to PAB.
Procedure 1. If the media ask questions for which answers are available on Drive BC, answer them by explaining that the PHCC no longer has the responsibility of updating road conditions to the Drive BC website. We may instruct them on how to go about looking up the information on the Drive BC system without giving out specific information and doing their jobs. 2. If the media ask questions requiring a more in depth answer, the PHCC should not give out specific details. Instead, instruct the media to contact the 24 hour PAB contact as follows:
Mike LoVecchio Office: 250-387-6770 Cell: 250-360-6640 (24 hrs)
Mike should always be contacted, however if he is unavailable for whatever reason, contact the PAB backup personnel in the order below:
Jeff Knight Office: 250-356-7707 Cell: 250-480-9339
Mike Long (Director, PAB) Office: 250-387-7787
Page 125 Cell: 250-213-3502
MOTLOG Historical Archive
The historical archive (called “MOTLOG HISTORY”) is where events of previous years are stored. Again, this program is a separate one from MOTLOG data entry and the MOTLOG archive programs, but it is used frequently in FOI and information requests.
1. The MOTLOG History program can be found in your START MENU, under the “All Programs” subheading; 2. Select “MOTLOG H” which displays the Historical program icon; 3. A menu is shown, and the first thing you have to do is connect to the data source (arranged by year) by choosing CONNECT TO DATA; 4. The following menu is a drop down list of all the years on the MOTLOG History archive system. At present, there is nothing listed prior to 1996. Select the year you want, and click the “connect to data” button; 5. You are taken back to the main screen. There is no indicator that tells you you’ve been connected to the data source; 6. Now you must select (from this main menu) “SEARCH HISTORY”; 7. Up comes another menu that displays fields for defining your data for your MOTLOG search. FYI: All items in the dropdown lists correspond to the matching equivalents in the MOTLOG data entry system. 8. When you’ve filled out your criteria, click “SEARCH” and each incident will be displayed with all details that were entered in the MOTLOG regarding that incident. You will only see one incident at a time on the screen; 9. Print off any incidents you might need (if doing an FOI request, for example); 10. When finished using the system, close off the program by clicking the “X” in the upper right corner of both windows.
Page 126 MOTLOG
MOTLOG is the main database for tracking incidents that occur on ministry highways and / or secondary roads, or for information needing to be noted in conversations between the PHCC and other ministry employees. This information must be entered promptly with as much detail as can be provided. The database is used to keep track of all events that the PHCC must deal with on a daily basis. MOTLOG records are available for retrieval through the MOTLOG archive system, which is a different program that will be explained later in the manual. The purpose is to provide understanding, clarity and fact when the Ministry has to deal with public complaints or legal disputes. MOTLOG is a system that is shared between PHCC operators, and incidents should be logged immediately. Each time something gets entered into MotLog, it will appear in the list of events on the other operators’ screen. A good PHCC operator knows how to multitask, type well and prioritize and should be able to get all incidents logged into the system despite busy periods when the operator may have to keep track with pen and paper until a quieter moment. The MOTHLOG system is very easy to use once you get to know it.
MOTLOG is used frequently to record information. For this reason operators may decide to leave the program open but minimized over the course of a shift. Some calls that come into the PHCC require no action from the PHCC beyond recording the details in MOTLOG. These entries are made using the procedures for a strictly informational entry. Other calls received by the PHCC require further action, and these entries are made using the procedures for incidents requiring further action. As an incident progresses, entries regarding the same topic need to be linked together. This is done by using the procedures for “updating an incident”. When an incident is over it is cleared in MOTLOG. The next step is archiving the cleared incident.
Strictly Informational Entry To enter incidents into MOTLOG reported to the PHCC for informational purposes only, i.e. incidents the PHCC does not need to take action on, which include, but are not limited to, accidents on side roads not covered in the Road Reports, stalls, lane closures for work, electrical incidents and power outages. A guide is outlined below for entering information. Abbreviations can be of your own desire, however must be clearly understood by other operators accessing the log information.
1. Double-click the MOTLOG DATA ENTRY icon on the desktop; 2. Once the program is launched, briefly scan the incidents and become familiarized with the events;
Page 127 3. In the “By” field using the drop-down menu, the operator selects his/her initials; 4. Click or tab to the “From” field and enter the caller’s name or ID (call sign). If the source of the information is not known, enter SCR (South Coast Region); 5. Tab to the “To” field and enter SCR (South Coast Region), or the addressee’s name or ID in the case that the call was received directly by PHCC. 6. Where the source differs from the “From” field, tab to the “Source” tab and enter the source. For calls received from members of the public, enter “original caller”. For calls of unknown provenance, enter “unkn”. 7. Next, tab over to the “Route” field and using the drop-down menu, select the highway where the incident took place. Use N/A, if not applicable; 8. Tab to the next field with a drop-down menu and select the region where the incident occurred. Choices are SCR (South Coast Region), SIR (Southern Interior Region) and NR (Northern Region); 9. Tab to the “Incident” field and type the details. Use commonly understood abbreviations to summarize information; 10. Tab to the “Direction” field and using abbreviations enter: “eb” for eastbound; “wb” for westbound; “nb” for northbound; “sb” for southbound; “slat” for single-lane alternating traffic (in both directions); “slt” for single-lane traffic (may add eb, wb, nb, or sb); “unkn” for unknown, used when an incident is reported without having been given a direction; “n/a” for not applicable, used when the direction is not needed; or, “both” or “all” for when an incident affects both or all directions. 11. Click “Save Incident”. As a precautionary measure, if any part of the report is filled out incorrectly the missing field will be highlighted in yellow and should to be corrected before the report is saved; 12. “Time” and “Date” fields update themselves automatically when an entry is saved. Incidents should be logged in a timely manner. If it isn’t, it may be necessary to type in the correct time of the incident to assist in responding to ministry and/or contractor requests for the time and sequence of an event.
Page 128 Incidents Requiring Further Action Examples of incidents requiring further action include, but are not limited to, landslides, floods, rock fall, avalanches, request for traffic control under any circumstance, dead animals on the road, and motor vehicle incidents on major routes. Basically anything that becomes more than a one-call item or requires the PHCC to take further action and log what has been done. To enter incidents requiring further action by the PHCC into MOTLOG: 1. Double-click the MOTLOG DATA ENTRY icon on the desktop; 2. Once the program is launched, briefly scan the incidents and become familiarized with the events; 3. In the “By” field using the drop-down menu, the operator selects his/her initials; 4. Click or tab to the “From” field and enter SCR (South Coast Region); 5. Tab to the “To” field and enter the caller’s name or ID (call sign); 6. Tab to the “Type” field and using the drop-down menu select the type of incident; 7. Tab to the “Source” field and enter the name or ID (call sign) of the original caller who reported the incident. For calls received from members of the public, enter “original caller”. For calls of unknown provenance, enter “unkn”. 8. Next, tab over to the “Route” field and using the drop-down menu, select the highway where the incident took place. Use N/A, if not applicable; 9. Tab to the next field with a drop down menu and select the region where the incident occurred. The choices are SCR (South Coast Region), SIR (Southern Interior Region) and NR (Northern Region); 10. Tab to the “Incident” field and type the details. Use commonly understood abbreviations to summarize information; Tab to the “Direction” field and using abbreviations enter: “eb” for eastbound; “wb” for westbound; “nb” for northbound; “sb” for southbound; “slat” for single-lane alternating traffic (in both directions); “slt” for single-lane traffic (may add eb, wb, nb, or sb); “unkn” for unknown, used when an incident is reported without having been given a direction; “n/a” for not applicable, used when the direction is not needed; or, “both” or “all” for when an incident affects both or all directions. 11. Click “Save Incident”. As a precautionary measure, if any part of the report is filled out incorrectly the missing field will be highlighted in yellow and should to be corrected before the report being saved;
Page 129 12. “Time” and “Date” fields update themselves automatically when an entry is saved. Incidents should be logged in a timely manner. If they are not, it may be necessary to type in the correct time of the incident to assist in responding to ministry and condtractor requests for the time and sequence of an event.
Updating an Incident and Linking Events When entering an event that is related to a previous event, this event should be updated creating a link between multiple related events. This facilitates future searches on a single topic and will link all connective information together. This makes it a lot easier and less time consuming if the records have to be retrieved in the future.
1. Double-click the MOTLOG DATA ENTRY icon on the desktop; 2. Visually scan the incidents and click the one to be updated. Incidents that relate to one another must be linked together; 3. To successfully update where there may be multiple entries linked together, select the most recent entry in the series. This is the one at the bottom of the linked entries; 4. Click the Log View: Open Log Only box so that a check mark is in the box; 5. Select initials in the “By” field; 6. Tab through the fields (From, To, Type, or Source) and change accordingly. The “Route” and “Region” fields should remain unchanged; 7. Delete existing incident information and replace with updated information, using commonly understood abbreviations to summarize the details; 8. Change direction information if necessary; 9. Incident “Time” and “Date” fields should remain blank, as before; 10. Tab to “Update Incident” and hit Enter.
Clearing an Incident The closing time of the incident is associated with the time it is cleared from MOTLOG. 1. Double-click the MOTLOG DATA ENTRY icon on the desktop; 2. Visually scan the incidents and click the one to be cleared; 3. Update any necessary information (typically not required); 4. Tab to “Clear Incident” and hit Enter.
Page 130 Archiving Cleared Incidents 1. Double-click the MOTLOG DATA ENTRY icon on the desktop; 2. Select File, Archive; 3. A box will open with the message “Do you want to archive these entries?” Click “Yes”.
Searching the Archives This is done through the use of the MOTLOG Archive Program – a completely separate program than the MOTLOG data entry. The layout and fields are different, so ensure you follow the instructions carefully. The Archive for MOTLOG holds information for the current calendar year only. If you need to reference something older, see the section on the MOTLOG historical archive that follows.
1. Double-click the MOTLOG Archive icon on the desktop; 2. Most searches in the archive are conducted by time and date. Using the tab key go to the Start Time Frame and Date, and beneath, enter the End (Time) and End (Date) to enter the parameters in the respective areas. Time should be entered using the 24-hour clock (0000 – 2359); 3. Tab to the “Route” field and using the drop-down menu, select the highway segment or N/A where applicable; 4. The more fields filled out the more precise the search. When known fields have been entered, click “Search”; 5. Click “Show Report”. Everything within the parameters will be reported; 6. If required, print from the report frame.
Page 131 MOTOR VEHICLE ACCIDENTS (MVA’s) & ROAD CLOSURES
Closure, Delay, and Major Incident Definitions Confusion tends to arise when defining closures, delays, and major incidents. Definitions have been written for consistency and to communicate clearly what drivers can expect on their travels, and to set a standard for use with Drive BC across the province. PHCC staff should know and understand the definitions and the differences between them. For Drive BC purposes, the maintenance contractors should know as well. Outside agencies calling the PHCC use terms like “closure” loosely when exchanging information. The operators must be clear and very certain that just because the person calling refers to an incident as a “closure” that the incident is actually confirmed by the maintenance contractor to be an official closure or not. Obtain as much information as possible from the caller, asking for clarification if necessary, before calling the relevant Maintenance Contractor.
Definitions
Closure When vehicles cannot travel through an incident site on the highway for more than 30 minutes it is a closure. This is the case even if a detour has been established for the incident: the road is blocked and traffic cannot get though.
Note: If vehicles are able to pass the incident site on the shoulder or median in order to get around, it is not considered a closure.
Closures can be one directional or in both directions depending on whether or not it is a divided highway. A divided highway with a very large median (grass or the like) may only need to have one direction closed when there is an incident.
Delay When vehicles are able to travel through an incident site, no matter what the traffic pattern, this is considered a delay. Traffic patterns commonly associated with delays include single lane alternating traffic, and single lane traffic. Delays labeled as “up to…” may not be as long as the top indicated time.
NOTE: When any kind of road blockage is in place for 30 minutes or less, it is still a delay.
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Major Incident A major incident is an unscheduled event likely to result in closure or delay for more than 30 minutes. Major incidents usually result from an incident affecting the travel portion of the highway. This could be anything from a motor vehicle accident to an avalanche, a rock fall, a mudslide, or road washout.
Page 133 MVA’s & Road Closures: Communication of Information
Communication of Information During Incidents and Closures In the event of an incident on the highway, the PHCC notifies the appropriate maintenance contractor who will subsequently deal with the situation. The maintenance contractor must be notified of all incidents that occur on our roads. After the PHCC operator makes the initial call to the contractor, the rest of what happens is usually more or less in their hands. The maintenance contractors have a role to play in the confirmation of incidents. Many times, outside agencies reporting incidents initially to the PHCC have a tendency to confuse or misinterpret information. The maintenance contractor, upon arriving on scene, has the ability to be the “eyes on scene” the PHCC do not have. Not only that, but their assistance on scene can oftentimes prevent an actual closure from happening. The PHCC also notifies the appropriate district staff (if required) in the event of a closure or major incident. Not all closures and incidents require a callout, so ensure you understand when callout is needed. Incidents in which ministry District staff must be contacted: MVA’s with fatalities (road closed or not) Road Closures (caused by an MVA, avalanche, rock fall, mudslide or the like)
Note: Some Maintenance Contractors operate their own radio rooms or dispatch centres covering different contract areas. Some are mandated to call the MoT district staff themselves. For example, HMC, based in Revelstoke, operates a radio room during the Winter Season. PHCC staff handles callouts to district staff for this area during Summer Season but not in the winter. PHCC operators should ascertain which contractors use radio rooms, and which contractors call district staff. The variation in contractor approaches to communications can be confusing and may change due to operational needs.
The priority of callouts of district staff made by the PHCC is in the following order: 1. Area Manager. If unavailable; 2. Operations Manager (and sometimes the District Technician). If unavailable; 3. Adjacent Area Manager. If unavailable; 4. Repeat above the order (1 to 4), but now leaving voicemail.
Leave a voicemail message if unable to speak to the person. In the voicemail message state whom you will be calling next. If you cannot make contact with anyone, leave a voice message on the respective Area Manager’s phone and log the details of calls made in the MoTLog.
Page 134 The records and follow up information received from any outside agency (fire fighters, ambulance, and police) or the public regarding closures are passed to the Maintenance Contractor for verification.
Steps to follow after the notification to ministry District staff of a closure: The maintenance contract has the task of entering incidents and closures into Drive BC. Only closures that are entered into Drive BC have to have their plans accepted by the PHCC for both the closure and re-opening of the road. The maintenance contractor will only post a highway closure when they confirm the incident is a closure and not a delay. The maintenance contractor allows a 30 minute wait period for a possible re-opening of the highway before posting a closure to Drive BC.
To ensure the most efficient communication during incidents and closures, use the following procedures. These procedures are used regardless of the nature of the incident.
Procedure When an incident is reported on the ministry’s highway: 1. Determine and record the following from the caller: • Location of the incident: direction, lane of travel, etc. • nature of the incident, • and any additional relevant detail about the incident: (fatalities, injuries, burials in the case of an avalanche or rock fall, number of people involved, police file numbers, etc.) 2. Next, determine which Maintenance Contractor patrol is responsible for this area. If necessary, refer to the Service Area Boundary maps or LKI . 3. Contact the Maintenance Contractor by making a radio call using radio call procedures; OR After hours during the Summer Season, call the Maintenance Contractor’s answering service. This service will contact the maintenance patrol covering that area. It is then in the hands of the contractor to enter the closure (if there is a closure) after the 30 min mark. The PHCC’s role with Drive BC is in quality control and not in doing the entries. 4. Document the notification of the incident in MOTLOG (see MOTLOG section on Incidents Requiring Further Action for details on how to record this information). 5. If the incident reported to the PHCC needs district staff notification and not necessarily Maintenance Contractor confirmation, you may call the Maintenance
Page 135 Contractor and district staff simultaneously (as opposed to waiting out the 30 min confirmation from the Maintenance Contractor)
For ROAD CLOSURES only: 6. Fill out MOTLOG with details of the incident; 7. Change any signs if needed; 8. Ensure the closure has been reported on Drive BC by the contractor and approve the closure plan.
To REOPEN the road: 9. Fill out MOTLOG with details of the incident; 10. Change signs if needed; 11. Ensure the closure has been lifted on Drive BC by the contractor but not deleted; approve the reopening plan and accept it so it is published on Drive BC’s public website about the reopening
Page 136 Police Cellular Telephone Numbers, Names and File Numbers
Maintenance contractors and Area Managers may wish to have the name, file number and cellular telephone number of the police officer at the scene of an incident. This allows the parties to communicate directly and increases the efficiency of a response to an incident. It also gives the ministry a contact if they should need to get in touch with the officer after the incident has been taken care of. The police file number is also important where there has been a motor vehicle accident of any nature, or ministry property damage may have occurred due to an incident. All of these things get entered in MOTLOG. Examples of property damage may include such things as electrical problems, a hit lamp standard, no-posts, barriers, etc. In the case of government property damage, it is IMPERATIVE that the operator gets the police file number and pass it over to the Maintenance or Electrical Contractor in order for them to be paid by ICBC for that property destroyed in motor vehicle accidents.
To ensure tracking of events for future reference, request and record police file numbers, officer’s names and cellular telephone numbers as follows.
Procedure (PROVINCE-WIDE): 1. When the police dispatcher is first to report an incident, the PHCC operator should ask for the on-scene officer’s cellular telephone number and name; If the report is regarding any ministry PROPERTY DAMAGE (ie: electrical lights, barriers, bridges) then the police file number must be obtained as well. 2. The PHCC records the data using the procedure for entering a MOTLOG entry (see section on MOTLOG for details); 3. The PHCC then calls the required ministry (or like) contact and relays the police officer’s name, cellular number, and / or file number. 4. If there is any problem with getting the information from the police (ie: they don’t wish to give out any info or say that the officer has no cell phone) make note of the time / date of the call so if need be, information can be obtained from the recorded phone call. Then, if need be let the person requesting the officer’s information know that the police would / could not give you the information.
Page 137 Police Reporting to the PHCC
When there is a motor vehicle incident or the police require the closure of a road for investigative / clean up purposes, they are mandated to notify the PHCC and / or Maintenance Contractor and advise of the situation. Sometimes they call before they have arrived on scene, and sometimes they neglect to call at all. Every area in the province is different, and as more police agencies go to a single-point dispatch centre (such as Ecomm or the Kelowna and Prince George OCCs which handle the smaller SIR / NR towns after-hours) there tends to be more police dispatchers being put to work for a geographic area they might be unfamiliar with. If the police report something that you aren’t sure of, be sure to check first with the LKI, CA Boundary Maps or even with a quick call to the contractor to confirm locations (when available). The PHCC must then make a MOTLOG entry for the incident, using as much detail as possible.
For most major incidents, the police often call back several times throughout its duration. When confusion among the police dispatchers is noted, or information is getting mixed up – always ask for the police file number. This will help the ministry and contractors if they have an issue with the police they have to sort out.
When an incident is reported on the ministry’s highway by the police only: 1. Determine and record the following: • Precise location of the incident including highway direction and landmark if necessary, • Nature of the incident, • Additional relevant details that pertains to the incident; • Police file number 2. Determine which maintenance contractor patrol is responsible for the area. If required, refer to the Service Area Boundary maps in the Call Book and/or LKI (Landmark Kilometre Inventory 3. Contact the maintenance contractor by making a radio call using radio call procedures; OR During summer, when crews are not working after hours, call the contractor’s answering service. This service will contact the appropriate maintenance patrol; 4. Document the notification of the incident in MOTLOG
Page 138 PROJECT BOOK & ACCORDION FILE
H-1070 and H-1080 are sheets with work information that get sent in to the PHCC via fax and email and need to be entered into Drive BC. Afterwards, they either need to be filed or be inserted into the project book.
The project book is located in the centre movable console and is categorized by the 28 differing contract areas. Info is only put in the project book if the work indicated on it is going on for 2 weeks in length or more. If not, then the sheet can be filed in the accordion file also in the centre console labeled with the 28 different contract areas.
The accordion file in the centre console is also there to organize emails and faxes (of road conditions and work notices only) that come in to the PHCC. All paperwork coming into the PHCC must be kept for a certain amount of time, so to make filing easier, the pages will get put into their respective contract area slot. Once the accordion file has been filled up, each person in the PHCC must do their share in emptying the file. The photocopier room in the PHCC contains a cabinet that has 28 different binding case files as well. The papers from the accordion file must be transferred to these binding cases (retaining the same number as the slot they came from) and when the binding cases fill up, they are shipped off site in the ministry’s archives.
Page 139 Tow Trucks and MVA Cleanups
Tow trucks are required at accident sites to clear away vehicles and debris from MVA’s. Tow truck companies across the province are paid sums of money by ICBC to facilitate accident site cleanup as well as removal of vehicles. It is important to know that it is the responsibility of the tow truck driver at the scene of an accident to clean up what debris they can (such as oil, fuel, glass, etc) and know that they are usually equipped to handle the cleanup of most accidents involving only one or two vehicles. Large accidents involving semis or trucks carrying fuels will usually involve the maintenance contractor, and possibly PEP. The majority of tow truck requests come from the maintenance contractor, and is usually for motorists who are broken down, out of fuel, or have a flat tire somewhere along the road far from any help or phone.
Maintenance Contractors do not have authority to tow vehicles unless they are creating a hazard on the traveled portion of the road. All requests to have abandoned (or otherwise) vehicles towed off from the highway shoulder should be done through the police.
With MVA’s, it is usually the police or police dispatcher that will call for a tow truck, but occasionally the police officer on scene at a crash site requests the PHCC to call the maintenance contractor to assist in cleaning up the accident scene. When the police request the maintenance contractor to clean up an MVA site – ascertain the following information: • Has the tow truck on scene cleaned up as much of the mess as he is able? If the police don’t understand what you mean, you can mention to them about ICBC and tow truck clean up responsibilities as many of them do not know about this protocol and the tow companies make sure they don’t tell them.
To ensure that roadways are cleared promptly, call the tow truck service using the following procedures.
Procedure To call out a tow truck: 1. Determine and record the following from the caller: • Precise location of the vehicle requiring the tow, including highway direction • Whether the vehicle is on the road or shoulder • Details about the vehicle requiring the tow (colour, make, license number, etc)
Page 140 • Where possible, ask if the driver of the crashed vehicle has a preferred towing service; • If the caller is specifically requesting assistance through BCAA or some other AUTOMOBILE COVERAGE plan, be sure to get their name (first and last), membership number, and an expiry date. 2. Using the appropriate phone book, contact a suitable tow truck service; 3. Document the request for a tow truck in MOTLOG (see MOTLOG section on Incidents Requiring Further Action for details on how to record this information).
If there is no driver on scene with the vehicle, and a tow truck is requested, this is an ABANDONED VEHICLE situation and should be reported to the police for assessment and towing. The PHCC does NOT call out a tow truck for abandoned vehicles.
Page 141 Traffic Control
Ministry maintenance contractors are contractually obliged to “perform initial traffic control in response to all situations on the highway that are unsafe or have the potential to become unsafe”. Instances when traffic control might be requested include, but are not limited to, motor vehicle incidents, unexpected obstructions, and certain extreme weather conditions and events. Usually the maintenance contractor will call for traffic control themselves if they are already on scene. If a call is coming in from an outside agency and the PHCC is the one calling the contractor, then traffic control must be requested through them.
In all instances, the PHCC will request traffic control through the appropriate maintenance contractor as follows: 1. When traffic control is requested, gather as many details as possible from the caller about the incident; 2. Determine which maintenance contractor patrol is responsible for the area. If necessary, check the Service Area Boundary maps or LKI; 3. Contact the maintenance contractor by making a radio call using radio call procedures; OR After-hours during summer, call the contractor’s answering service. This service will contact the appropriate maintenance patrol; 4. Document the request for traffic control in MOTLOG (see MOTLOG section on Incidents Requiring Further Action for details on how to record this information).
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USING the ROAD CONDITIONS WHITE-BOARD
The whiteboard reflecting road conditions of varying highways in the office is used to reflect what the CMS / overhead signs are reading for those specific highways. Each time the overhead signs are changed, the whiteboard should be changed to reflect the new information at the same time. The standardized initials written on the board to show conditions are as follows (but this list is not the full list of conditions available):
B – Bare S – Slippery C – Compact Snow SL – Slushy sections
LV FOG – Limited visibility due to dense fog
LV Blowing snow / LV blow * / LV Heavy snow, etc - Limited visibility due to blowing or heavy snow (ensure if you use an asterisk to indicate snow, that it is preceded by either “blowing” or “heavy” in the case of a heavy snowfall.
Other information that must go on the whiteboard: Avalanche control / snow removal – avalanche operations: usually will also be indicated on the overhead signs. Wildlife / Fallen Rock – if specifically requested to be put on overhead signs by the Kootenay Pass patrols. Yellow warning signs are placed in strategic locations across the province so putting falling rock or wildlife indications is redundant. Chain up info – on certain highways chains are in effect and when so, should be indicated on the whiteboard as well. Closure / delay info – time, date, delay length, location, etc – should be written under the column “closures and delays”
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