November 2008

Federal Highway Administration 

Service Patrol Handbook

i

This document is disseminated under the sponsorship of the department of transportation 

in the interest of information exchange. The United States Government assumes no liability 

for its contents or use thereof. This report does not constitute a standard, specification, or 

regulation. 

The United States Government does not endorse products or manufacturers. Trade and 

manufacturers’ names appear in this report only because they are considered essential to 

the object of the document.

NOTICE
Technical Report Documentation Page

1. Report No.

FHWA-HOP-08-031

2. Government Accession No. 3. Recipient’s Catalog No.

4. Title and Subtitle

Service Patrol Handbook

5. Report Date

November 2008

6. Performing Organization Code

7. Author(s)

Nancy Houston, Craig Baldwin, Andrea Vann Easton, Steve Cyra, P.E., P.T.O.E., 

Marc Hustad, P.E., Katie Belmore, EIT

8. Performing Organization Report No.

9. Performing Organization Name and Address

Booz Allen Hamilton

8283 Greensboro Drive

McLean, Virginia 22102

HNTB Corporation

11414 West Park Place, Suite 300

Milwaukee, WI 53224

10. Work Unit No. (TRAIS)

11. Contract or Grant No.

12. Sponsoring Agency Name and Address

Federal Highway Administration, HOTO-1

U. S. Department of Transportation

1200 New Jersey Avenue SE

Washington, D. C. 20590

13. Type of Report and Period Covered

Final Report

14. Sponsoring Agency Code

HOTO, FHWA

15. Supplementary Notes

Paul Sullivan, FHWA Office of Operations, Office of Transportation Operations, Contracting Officer’s Technical 

Representative (COTR). Handbook development was performed under contract to Booz Allen Hamilton.

16. Abstract

This Handbook provides an overview of the Full-Function Service Patrol (FFSP) and describes desired program 

characteristics from the viewpoint of an agency that is responsible for funding, managing, and operating the 

services. Presented guidelines and rules of thumb illustrate operational characteristics, sponsorship, level of 

service, number of vehicles needed, vehicle types and equipment, patrol frequency, operator and manager 

training, and services provided. The primary audience for the Handbook comprises State department of transportation (DOT) decision-makers, managers, operators, and practitioners who are responsible for, or are considering, 

implementing an FFSP program as part of a strategy to reduce congestion. 

17. Key Words

Service Patrol; Freeway Service Patrol; Highways, Traffic Incident 

Management

18. Distribution Statement

No restrictions.

19. Security Classif. (of this report)

Unclassified.

20. Security Classif. (of this page)

Unclassified.

21. No. of Pages

130

22. Price

Form DOT F 1700.7 (8-72) Reproduction of completed page authorized
1200 New Jersey Avenue, SE. 

Washington, DC 20590

October 31, 2008

Dear Transportation Professionals and Traffic Incident Management Partners: 

Highway incidents cause about 25 percent of the total congestion on roads. Every minute that an 

Interstate lane remains blocked during peak congestion translates into many more minutes of travel 

delay. And, lane blocking incidents affect traffic flow in a manner disproportionate to the number 

of lanes blocked. One blocked lane out of three will reduce traffic flow by 50 percent; two blocked 

lanes will reduce it by 80 percent. For this reason, the Federal Highway Administration (FHWA) 

has become very active in the area of Traffic Incident Management programs. Incident-related 

congestion not only affects the economy, wastes fuel, and contributes to excess amounts of greenhouse gases, but also puts motorists and those that respond to the incident at risk of injury or death. 

One tool used by many jurisdictions to help reduce incident-related congestion is the service patrol.

On the most congested roads, service patrols play an important role patrolling areas to quickly 

and safely remove minor obstructions before they create a more serious impact. Service patrols 

often independently handle less complex incidents or participate with other public safety 

organizations—including law enforcement, fire, emergency medical services, and towing and 

recovery professionals—to rapidly and safely address more complex traffic incidents. However, the 

capabilities of these service patrols vary among the major metropolitan areas. 

The FHWA encourages the largest metropolitan jurisdictions and their States to establish or upgrade 

their service patrols. To assist in these efforts, FHWA develops guidelines and planning tools to aid 

jurisdictions in improving the quality, number of miles covered and consistency of Service Patrols 

throughout the country. While they may be called by various names such as Road Rangers or 

Coordinated Highways Action Response Teams, every service patrol should be prepared to handle 

all contingencies, thus the term “full-function” service patrols used in the following document.

As such, it is with great pleasure that FHWA introduces this document, Service Patrol Handbook. A 

companion document, Service Patrol Field Operations Guide, provides a tool to Service Patrols as 

they operate on the Nation’s highways and byways. 

We encourage comments and contributions to this and other FHWA Traffic Incident Management 

documents. Please feel free to contact our Emergency Transportation Operations Team at 

ETO@dot.gov with suggestions for future revisions.

Sincerely, 

Jeffrey A. Lindley 

Associate Administrator for Operations 

1

Preface

This Handbook provides an overview of the Full-Function Service Patrol (FFSP) and 

describes desired program characteristics from the viewpoint of an agency that is responsible for funding, managing, and operating the services. Presented guidelines and rules 

of thumb illustrate operational characteristics, sponsorship, level of service, number of 

vehicles needed, vehicle types and equipment, patrol frequency, operator and manager 

training, and services provided. The primary audience for the Handbook comprises State 

department of transportation (DOT) decision-makers, managers, operators, and practitioners who are responsible for, or are considering, implementing an FFSP program as part of a 

strategy to reduce congestion. 

The Federal Highway Administration (FHWA) encourages the largest metropolitan jurisdictions and their States to establish or upgrade service patrols to the standards outlined 

in this Handbook and to establish an FFSP program to provide a frequency of coverage 

that supports statewide incident clearance goals. This includes integration of the FFSP 

with regional traffic management center (TMC) operations so the patrol can be readily 

dispatched to incident locations as needed. The FFSP program functions will also include 

typical services currently provided in many programs today, such as providing minor repairs 

and motorist assistance, debris removal, providing fuel, providing first aid, pushing vehicles 

out of travel lanes, and assisting emergency services at crash scenes. An FFSP program is 

anticipated to reduce traffic congestion, improve travel time reliability, and improve safety 

on freeway and arterial systems in support of the U.S. Department of Transportation’s 

(U.S. DOT’s) National Strategy to Reduce Congestion on America’s Transportation Network 

(Congestion Initiative). Also, the program is expected to be consistent with the objectives of 

the National Traffic Incident Management Coalition’s (NTIMC’s) National Unified Goal (NUG) 

for Traffic Incident Management (TIM).
2
3

This Handbook describes the desired characteristics of a Full-Function Service Patrol (FFSP) 

program from the viewpoint of an agency funding, managing, and operating the program. 

It provides an operational concept for FFSPs, describes key characteristics and presents 

concepts, information, and guidance for deploying an FFSP. The Handbook’s intended 

audience includes State department of transportation decision-makers, managers, operators, and practitioners who are responsible for an FFSP; are considering implementing an 

FFSP program; or are contemplating upgrading an existing service patrol to full-function 

capabilities.

This Handbook contains the following chapters:

•	 Chapter 1, Overview – describes the approach used to develop the FFSP Handbook.

•	 Chapter 2, Current Service Patrol Situational Analysis – identifies current 

programs in the United States and provides an overview of the objectives of and services 

provided by existing service patrol programs.

•	 Chapter 3, Full-Function Service Patrol Program Justification and Nature of 

Changes – provides justification for and the nature of changes needed to transition 

from a baseline service patrol to an FFSP, prioritizes those changes, and identifies 

potential constraints.

•	 Chapter 4, Full-Function Service Patrol Concept – discusses the FFSP program 

concepts and describes how it works, operational policies and requirements, agency 

roles and responsibilities, and support and maintenance of the concept.

•	 Chapter 5, Service Patrol Telephone Survey Results – provides a summary of 

telephone survey data collected as part of this project.

•	 Chapter 6, Glossary – includes commonly used acronyms and definitions of terms 

related to service patrols.

•	 Chapter 7, Referenced Documentation – lists the reference documents and 

resources to develop the Handbook.

Handbook authors gathered information via a high-level literature search and telephone 

interviews with 24 existing U.S. service patrol programs to identify the current state of the 

practice. Through this information gathering process, authors defined typical capabilities 

and identified those practices that characterize effective FFSPs to meet the intent of the U.S. 

Department of Transportation’s (U.S. DOT’s) Congestion Initiative for reducing congestion 

on the Nation’s highways.

An FFSP program comprises the necessary funding, personnel, training, equipment, 

operations, maintenance, and business practices that enable agencies to reduce traffic 

incident duration and thereby reduce traffic congestion on freeways and arterials in their 

jurisdiction. An effective FFSP program requires highly trained personnel who use specially 

equipped vehicles and tools to systematically patrol congested highways searching for and 

responding to traffic incidents. An ideal FFSP provides incident response services, clearChapter 1. Overview
4

ance resources, and free motorist assistance services 24 hours, 7 days-a-week. Specially 

trained and highly skilled service patrol operators readily provide emergency temporary 

traffic control (TTC) at incident scenes. The FFSP vehicle contains equipment to fully remove 

a stalled or abandoned automobile or light truck from a highway to a safe location. The 

FFSP program also provides a frequency of coverage to support statewide incident clearance goals to ensure that roadway incidents are detected and removed quickly. The FFSP is 

fully integrated with regional traffic management center (TMC) operations, and the patrol 

can be readily dispatched to incident locations as needed. Other FFSP functions include 

performing minor repairs, assisting motorists, removing debris, providing fuel, providing 

first aid, pushing vehicles out of travel lanes, and assisting emergency services at vehicle 

crash scenes. Throughout this Handbook, reference to service patrols applies to those operating in the 50 States and U.S. territories.

Florida Department of Transportation Road Ranger service vehicle

Florida Department of Transportation
5

Chapter 2. Current Service Patrol 

Situational Analysis

2.1 Background, Objectives, and Scope

In one form or another, service patrols have been operating in the U.S. for more than 40 

years. The first freeway service patrol (FSP) with continuous regular operations started 

in 1960 in Chicago, Illinois. In 1998, the Texas Transportation Institute (TTI) conducted a 

study of 54 freeway service patrols in the U.S. and found that approximately 64 percent 

came into being since 1990. Many of these programs started out as Motorist Assistance 

or Courtesy Patrols and focused on assisting stranded motorists. Over time, some of these 

programs expanded their focus to include the safe and quick clearance of traffic incidents 

and became actively engaged incident response partners with other public safety agencies. These expanded service patrol programs are also referred to as Incident Response 

Patrols or Teams. In 2006, the U.S. DOT Federal Highway Administration (FHWA) Intelligent 

Transportation System (ITS) Joint Program Office (JPO) conducted a survey regarding 

service patrols in 106 metropolitan areas. Of the 99 areas that responded, 73 areas had a 

service patrol in operation.

Current service patrol programs generally consist of trained personnel who use specially 

equipped vehicles to systematically patrol congested highways searching for and 

responding to traffic incidents. Program services vary across the United States; however, 

service patrols typically render assistance to motorists when needed and can push vehicles 

off the road, provide gasoline, and change flat tires or provide minor repairs to help motorists safely drive the vehicle from the highway. More robust programs provide additional 

functions such as clearance and recovery services, emergency TTC 1 and management, 

and assistance with emergency services. State and local sponsoring agencies are using 

service patrols as a strategy to reduce traffic congestion, improve travel time reliability, and 

improve highway safety. The many benefits attributed to service patrol programs, including 

their cost effectiveness, make them a fundamental element of traffic incident management 

programs and a key tactic in dealing with traffic congestion.

2.1.1 Traffic Congestion Trends

Traffic congestion, measured by travel times experienced by highway users, has grown 

substantially in cities across the United States. Figure 1 illustrates the traffic congestion 

trends in U.S. cities over the past 23 years. While the largest cities are the most congested, 

increases in traffic congestion also occurred in small and medium-sized cities.

1 TTC is explained in the Manual on Uniform Traffic Control Devices (MUTCD) as “providing continuity of safe and 

efficient traffic flow, to the extent interruptions in normal flow are necessary for temporary traffic control operations or other events that must temporarily disrupt normal traffic flow.”
6

Figure 1. Congestion Trends in U.S. Cities

0

10

20

30

40

50

60

Population Area Size

Hours of Delay

per Traveler

1982 1995 2005

Small = less than 500,000 Large = 1 million to 3 million

Medium = 500,000 to 1 million Very Large = more than 3 million

Small Medium Large Very Large

Source: The 2007 Urban Mobility Report, Texas Transportation Institute, September 2007

The TTI estimated that in 2007 Americans experienced 4.2 billion vehicle hours of delay, 

resulting in 2.9 billion gallons in wasted fuel and a congestion cost of $78 billion. Traffic 

volumes and freight movements are projected to continue growing. As a result, congestion 

extends across greater portions of the day, and impacts travel on more highways in more 

cities adding to the time Americans spend traveling. 

According to the FHWA’s Traffic Congestion and Reliability: Linking Solutions to Problems, the 

seven root causes of congestion that interact with one another are—

1. Physical bottlenecks (capacity) – physical characteristics of the system such as number 

of lanes, alignments, and interchanges

2. Traffic incidents – crashes, breakdowns, and debris impeding travel lanes disrupting the 

normal flow of traffic

3. Work zones – construction activities that may reduce the number or width of travel 

lanes

4. Weather – environmental factors affecting driver behavior and traffic flow

5. Traffic control devices – railroad grade crossings and traffic signals

6. Planned special events – surges in travel demand for an event can overwhelm the 

transportation system

7. Fluctuations in normal traffic – day-to-day variability in travel demand resulting in 

variable and unreliable travel times.

Since local conditions can vary widely, Figure 2 illustrates only the national estimates of 

congestion sources.
7

Figure 2. The Sources of Congestion – National Summary

Source: Traffic Congestion and Reliability: Linking Solutions to Problems, FHWA, July 2004

Special Events/Other

Poor Signal Timing

Bad Weather

Work Zones

Traffic Incidents

Bottlenecks

5%

15%

5%

10%

25%

40%

The U.S. DOT’s Congestion Initiative outlines a blueprint to reverse the upward trend of 

congestion. Achieving an actual reduction in congestion will require action and cooperation from government officials at the Federal, State, and local levels; from those in the 

private sector; and from the users of the highway systems. While adding capacity is one 

strategy in the congestion reduction toolbox, the focus of the Congestion Initiative is to 

leverage technologies and innovative operational strategies that are more effective and 

efficient in congestion relief than current practices.

In support of the Congestion Initiative, FHWA developed six high-priority efforts and strategies recommended for implementation. One of FHWA’s six congestion relief strategies is 

Traffic Incident Management (TIM), which according to FHWA’s TIM Handbook2, incident 

management is defined as “the systematic, planned and coordinated use of human, institutional, mechanical, and technical resources to reduce the duration and impact of incidents, 

and improve the safety of motorists, crash victims, and incident responders. These resources 

are also used to increase the operating efficiency, safety and mobility of the highway by 

systematically reducing the time to detect and verify an incident occurrence; implementing 

the appropriate response; and safely clearing the incident while managing the affected flow 

until full capacity is restored.” 

2 FHWA Traffic Incident Management Handbook, November 2000
8

2.1.2 Growth of Service Patrol Programs

The number of service patrol programs and the percentage of freeway miles covered by 

service patrols has grown in the United States. Based on a national summary of deployment 

statistics that the ITS JPO collected in 2006, over 94 agencies provide service patrols on 

freeways and 46 percent of freeway miles are covered in the 106 most populated metropolitan areas. Arterial miles covered by service patrols are also on the rise. In 1997, no service 

patrols were reported operating on arterials. In 2006, service patrols covered 11 percent of 

arterial miles in the 106 largest metropolitan areas.

2.1.3 Benefits and Services of Service Patrols

Benefit/cost studies and qualitative evaluations document that service patrols are one of 

the most effective elements of a TIM program. Some of the fundamental benefits and core 

services of service patrols cited by various studies include:

•	 Reduced incident duration (because of decreased detection, response, and clearance 

times)

•	 Quicker debris removal

•	 Assistance to stranded motorists and crash victims

•	 Traffic control and management

•	 Ability of service patrol operators to provide real-time updates on traffic conditions that 

enable more accurate traveler information about freeway conditions.

Secondary benefits also can be gained from the direct services that patrols provide:

•	 Improved traffic flow as a result of reduced incident duration and better traffic control

•	 Reduced travel time, fuel costs, and vehicle emissions

•	 Improved travel time reliability

•	 Improved motorist and TIM responder safety

•	 Enabled fire and rescue staff and equipment to be used for their original purposes rather 

than blocking lanes for traffic control

•	 Reduced number of lanes closed for an incident 

•	 Reduced secondary crashes

•	 Provided relief to law enforcement personnel to focus on other law enforcement duties 

or remain on their patrol

•	 Reduced TIM responder personnel and resources unnecessarily dispatched to incidents 

that service patrols can handle (e.g., stalled vehicle).

2.1.4 Fundamental Components of a Service Patrol

The management and operational characteristics of service patrols can vary greatly 

between programs. However, many service patrol programs have integrated their operations with a TMC and are a key component of many TIM programs. Fundamental attributes 

that define an overall service patrol program include the following: 

•	 Agency sponsorship

•	 Funding sources

•	 Method of operation – agency operated or contracted
9

•	 Coverage area

•	 Frequency of coverage

•	 Hours of operation

•	 Operators qualifications and training requirements

•	 Patrol vehicles

•	 Special equipment

•	 Services provided.

A review of current service patrol programs operating in the U.S. revealed widely varied 

approaches to operational hours and services provided. For example, some service patrol 

programs focus on motorist assistance, while others also provide roadway clearance 

services. Other programs have taken an additional step to train operators in TTC procedures 

and standards so that service patrol operators can help secure incident scenes and manage 

traffic during emergency responses.

2.1.5 Need for Consistency

The FHWA develops and maintains regulations and standards to provide consistency in 

designing highways and bridges, enhancing traffic control devices, establishing proper 

speed limits, and choosing other highway features. These standards ensure safety and 

provide consistency in driver expectations for the design and operation of the highway 

system as they move from one State or locality to another. Similarly, providing consistency 

in service patrols from one locale to another allows motorists to know what services to 

expect from a service patrol, thereby increasing their confidence in service patrols.

With the number of programs and the percentage of freeway and arterial miles patrolled 

increasing, functional variability among service patrols has also increased. Some programs 

focus on motorist assistance and minor repairs. Oftentimes, the patrol vehicles are not 

equipped, or operators are not trained, to provide clearance and recovery assistance to 

fully remove the vehicle from the roadway. Operational procedures may require the service 

patrol vehicle to abandon an assist after 15 minutes and return to its routine patrol. In 

these cases, the program relies on assistance from a private towing company to remove 

the vehicle from the roadway. This reliance can lead to a delay in removing the vehicle, 

increased frustration of motorists, and increased congestion. The possibility of a secondary 

crash also increases the longer a vehicle remains on a roadway shoulder. 

Because service patrol programs have matured, public safety and emergency service agencies are now more aware of the types of services and benefit these patrols can provide. 

Service patrols can assist them in effectively securing an incident scene by providing 

emergency TTC and help manage traffic around the incident scene. This assistance allows 

law enforcement and emergency services to focus personnel and resources on enforcement or emergency aid functions. As service patrol programs evolve into providing these 

emergency TTC services, operators must be trained and well-versed in TTC procedures 

and standards. Following standardized emergency TTC procedures is an important step 

to ensure motorist, service patrol operator, and other TIM responder safety, in addition to 
10

help meet driver expectations. Standardized emergency TTC procedures will result in better 

driver behavior and compliance.

There is wide variability in the hours during which service patrols operate. Of the 24 service 

patrols surveyed for this Handbook, only three operated their patrols 24 hours, 7 daysa-week, with the remainder primarily focused on rush hours. These results are generally 

consistent with the U.S. DOT’s 2004 service patrol deployment statistics that revealed 40 

percent of programs operate during peak hours, 20 percent operate 24 hours, 7 days-aweek, and 40 percent operate on “other” defined hours. Patrols that do not operate 24 

hours, 7 days-a-week generally focus their service hours on the high volume, high congestion, and high incident times on a normal day when an incident can cause the biggest 

travel delays. The National Highway Traffic Safety Administration’s (NHTSA) trend analysis 

of crashes by day of week between 1975 and 2002 reveals that fatal crashes are highest 

on Friday, Saturday, and Sunday. In 2006, NHTSA reported that more than half of highway 

fatalities occur during nighttime hours between 6:00 p.m. – 6:00 a.m. While partial-day and 

peak-hour service patrols may cover the most heavily congested periods, they may disregard important nighttime and weekend hours when severe crashes occur. If service patrols 

are providing TTC services, it is important that they operate during the high crash hours. 

Service patrol programs currently in place were developed with variability in the services 

and functionality provided, service hours covered, vehicle and equipment specifications, 

and operational and administrative policies. While these programs have been largely 

successful, guidelines are needed to support future development of service patrols, 

enhance existing patrols, and provide design consistency on critical program elements.

2.2 Description of Current Service Patrols and Operational 

Constraints

As service patrol teams throughout the country work to detect, respond to, assist in, and 

clear various types of incidents, the overall goal of restoring traffic capacity as safely and 

quickly as possible remains common among all programs. Coordinated and systematic 

approaches to solving TIM challenges have been the necessary ingredients for service 

patrol programs to remain successful in the communities they serve.

Service patrols offer a range of services depending on budgets, the needs of the communities they serve, and their governments’ organizational structure. Patrol areas range 

from just 3 miles on a given highway to spanning several miles on a number of different 

roads within a defined geographic area. Service capabilities can range from a few vans in 

Washington, D.C., to a fleet of more than 150 vehicles in Los Angeles. Hours of patrol service 

range from rush-hour coverage to 24 hours, 7-days-a-week service for locations like the 

Illinois Department of Transportation (IDOT), Florida’s Turnpike, and Florida Department of 

Transportation (FDOT) Districts 3 through 7. 
11

2.2.1 Typical Services

Despite offering a variety of services, hours, and capabilities, service patrols tend to perform 

similar functions that remain consistent despite their budgets and location. In general, 

service patrols offer the following standard services:

•	 Move disabled or abandoned vehicles

•	 Provide fuel

•	 Provide water

– For overheating

– To person(s) being assisted

•	 Change flat tires 

•	 Provide mechanical assistance

– Jump starts

– Minor mechanical repairs

– Tire air

•	 Assist stranded motorists 

– Cell phone service

– Safe place to wait if vehicle is disabled 

•	 Remove obstacles and objects 

– Debris (roadway hazards)

– Spilled items

•	 Arrange for towing

– Call commercial towing provider

– Provide towing services to point of safety 

•	 Share information

– Requests for emergency services

– Driver information

– On-site information to the TMC

•	 Assisting other responding agencies

– Law Enforcement

– Fire and rescue

– Emergency Medical Services (EMS).

2.2.2 Examples of Service that Range Beyond the Typical

Today’s service patrols offer a broad range of services, some that require specialized 

training. Highly involved training programs can require significant time and funding, but 

they offer a wide range of tools and resources that the operators and departments of transportation can provide. In addition to the typical services listed above, localities have either 

incorporated other services that are best suited for their areas or have enhanced existing 

services within their operation that includes the following:

Defibrillators – The Freeway Incident Management Safety Team (FIRST) in Minnesota outfits 

its vehicles with defibrillators. Using this equipment enhances the operators’ first-aid service 

already provided as part of their program. The October 2004 TIM Operational Guidelines, 

issued by the Incident Management Coordination Team of Minnesota, states that Freeway 
12

Incident Response Safety Team (FIRST, formerly known as Highway Helpers) provides “emergency medical aid until help arrives.” Service patrol operators need specialized training to 

use the defibrillators.

First aid – Some jurisdictions offer first-aid training at the awareness level, while others 

like the Samaritan program in Boston offer it at the responder level. On the Pennsylvania 

Turnpike where the Pennsylvania Turnpike Commission oversees the State Farm Safety 

Patrol, service patrols provide no first-aid services; contract services such as EMS or fire 

departments handle first aid. An example of the more common standard is the Metro Police 

Department in Houston, Texas, which provides basic first aid—and its staff is “by no means 

medically trained.” 

Hazardous materials (HAZMAT), fires, and blood-borne pathogens – Georgia’s transportation incident response units, known to the public as Highway Emergency Response 

Operators (HERO), trains personnel to carry equipment to handle HAZMAT, fires, and 

blood-borne pathogens. This is a unique example of operations service patrol programs 

can provide. However, the equipment and the required training to be able to use it are not 

common in many jurisdictions. Personnel in the Tennessee and Washington State highway 

incident management programs are trained in fire eradication. Boston reports that its CVS 

Samaritan Van Program deploys operators trained in areas such as paramedics, EMS, animal 

control, and firefighter level 1. A firefighter level 1 certification can include an Emergency 

Medical Technician (EMT) certificate, Paramedic license, Firefighter 1 State certification, 

Firefighter Academy certification, and Cardiopulmonary Resuscitation (CPR) for the professional rescuer. Requirements may vary with locality. 

Defensive driving – This skill set is not common to most service patrol programs. 

Chainsaw operation – The Roadway Operations Patrol (ROP) in Washington, D.C., and the 

FIRST program in Minnesota train their personnel on how to operate chainsaws for quick 

clearance of trees that may come down in roadways. 

High Occupancy Vehicle (HOV) gate operation – Some jurisdictions with HOV lanes use the 

service patrol to operate lane gates (e.g., the FIRST program). 

Infrastructure checks – Other variable and nonstandard service patrol duties include service 

patrols performing infrastructure checks (drains, lights, etc.) and, if possible, offering assistance to solve minor infrastructure problems. 

Towing – A survey of service patrol programs showed that some operations provided 

towing; however, the services varied in the distance to which a vehicle would be towed. 

Some services towed to safe areas while others towed to designated lots. 

Vehicle repair – Samaritan program staff are National Institute for Automotive Service 

Excellence (ASE)-certified in motor vehicle repair and can make numerous on-site repairs. 

This certification and experienced first responder-level training exceed the services that 

most departments of transportation programs currently provide. 
13

2.2.3 Most Common Hours of Operation

Many jurisdictions restrict the number of hours that service patrols operate often due to 

personnel or financial limitations. The most commonly patrolled times fall between 6:00 

a.m. to 10:00 a.m. and 3:00 p.m. to 7:00 p.m. Service patrol programs focus their resources 

primarily on the rush-hour period when vehicle travel is at its highest and incidents most 

often occur, resulting in severe congestion. On average, service patrols provide weekend 

coverage between 10:00 a.m. and 7:00 p.m. Some programs, like the Pennsylvania 

Turnpike Commission’s State Farm Safety Patrol, FDOT Districts 3 through 7, and Indiana 

DOT’s Emergency Traffic Patrol (known as “Minutemen”), may provide 24 hours, 7-days-aweek service, but the majority of programs do not. Tennessee, Washington State, and the 

Maricopa Association of Governments provide a 24 hours, 7-days-a-week service patrol 

but as an “on-call” service or ready for immediate action if activated, normally outside 

the traditional service times or in specific locations. HERO in Georgia advertises 24 hours, 

7-days-a-week service, but patrols are “on-call” on weekend nights. Many programs, such as 

the Wisconsin Department of Transportation’s (WisDOT) Gateway Service Patrol, will serve 

special event operations, while other programs simply assist with events if they fall within 

existing hours of operation. 

2.2.4 Resources Typically Found with Current Service Patrols

Limited resources, including funding, trained staff, equipment, or support may affect the 

service patrol’s ability to respond adequately to some or all incidents. Equipment varies as 

much as the size and budgets of the programs themselves. The amount of equipment any 

one service patrol carries depends on the program budget on the vehicles the program 

uses, and on the training level of staff using that equipment. Programs that use towing vehicles alone often cannot provide as many types of services as programs using other vehicles 

that can carry more supplies and equipment. Alternatively, programs with no towing capability are limited to using soft bumpers for moving a vehicle or calling for a towing vehicle 

to assist in vehicle removal. 

Service patrols that were surveyed for this Handbook carry some of the following standard 

equipment: 

•	 Traffic control equipment

•	 First-aid equipment

•	 Vehicle-mounted variable message signs 

•	 Gas 

•	 Air compressors

•	 Communications equipment

•	 Basic tools.

The equipment available to the responders 

dictates the services that can be provided 

to motorists. For example, the Pennsylvania 

Department of Transportation (PennDOT) 

District 11 Expressway Service Patrol 

does not carry vehicle-mounted variable 

Pennsylvania Department of Transportation 

Freeway Service Patrol truck

Pennsylvania Department of Transportation
14

message signs or air compressors. Similarly, the Pennsylvania Turnpike Commission’s State 

Farm Safety Patrol does not carry air compressors, gas, or basic tools, according to their 

survey responses. Maryland’s Emergency Traffic Patrol carries gas on its tow trucks and 

only has diesel when it is requested. The Massachusetts Highway Department’s CaresVan 

program carries equipment in its vans to change flat tires, to partially fill empty gas tanks, to 

clear roadway debris, and to offer stranded motorists use of a cell-phone.

Of those service patrols surveyed, the programs have different equipment and thus provide 

differing services including:

•	 Water/antifreeze

•	 Oil and power steering fluid

•	 Spill containment supplies

•	 Fire, animal, and HAZMAT supplies

•	 Defibrillators and medical supplies

•	 Laptop computers 

•	 Diesel fuel and fuel transfer kits

•	 Maps, phone books, and HAZMAT guide

•	 Salt and sand

•	 Cleaning products

•	 Public address system with an external speaker

•	 Tow chains

•	 Battery booster boxes and jumper cables

•	 Hydraulic jacks and pillars

•	 Fire and law enforcement scanner

•	 Two-way communications with public safety dispatchers. 

2.2.5 Personnel Found on Today’s Service Patrols

People constitute the greatest resource in any service patrol program. The ability to recruit, 

train, and properly pay people willing to fill service patrol positions impacts and may limit 

a jurisdiction’s ability to expand service patrol programs to cover more hours and areas. 

Most service patrol programs focus their service times on the rush-hour period. This time 

can be managed by using split shifts, unless an operator has other duties or functions after 

the patrol period is completed and works a “traditional” 8-hour shift. Often, a service patrol’s 

work is done in an environment, being both dangerous and stressful, that poses a high level 

of risk to the service patrol operator. Finding talented individuals who are qualified and 

willing to work in this environment can be challenging. 

2.2.6 Public Private Partnerships

More States are exploring the benefits of entering into Public Private Partnerships (PPP) to 

supplement government funding for service patrols. However, jurisdictions report mixed 

results when engaging in PPPs or corporate sponsorships for service patrols. Entering into 

these partnerships can greatly benefit programs where funding may be tight or there are 

staffing limitations. The Motorist Assistance Program (MAP) in Houston, Texas, operates as 

a result of a PPP among the Metropolitan Transit Authority (Metro) of Harris County, Texas 
15

Department of Transportation (TxDOT), Harris County Sheriff’s Office, Houston Automobile 

Dealers Association, and Verizon Wireless. The State Farm Safety Patrol on the Pennsylvania 

Turnpike represents another PPP example. The Pennsylvania Turnpike Commission funds 

the program, but the State Farm Insurance Company provides $1.4 million toward the 

service patrol operation over a 3-year period. In return, the service patrol vehicles display 

the State Farm Insurance Company and the Pennsylvania Turnpike Commission logos. 

Other examples of PPP efforts include:

•	 According to its Web site, the 

Massachusetts Highway Department’s 

CaresVan program receives $2.8 million 

over 5 years from the Commerce 

Insurance Company for its CaresVan 

program operated by Export Enterprises. 

•	 Georgia is currently exploring the 

possibility of selling advertising space 

on its service patrol vehicles to help fund 

the 20 percent of the 80/20 Federal-toState cost sharing. 

•	 North Carolina is also exploring the 

possibility of attracting corporate funding. 

Many other programs surveyed reported that they had either explored corporate sponsorship and found problems or had programs in place that were discontinued for reasons 

such as the private sponsor stopped providing funds, sponsorship, or other support. The 

Minnesota DOT (MnDOT) considered placing corporate sponsorship logos on service patrol 

vehicles, but found that this would have required new legislation.

The CVS Samaritan van program is an example of a corporate service patrol program 

working with local jurisdictions to provide service patrols. The Samaritan program has 

been operating for 30 years and patrols highways around nine major U.S. cities. The white 

vans with the red “CVS/Samaritan” logo operate in Boston, Charlotte, Chicago, Cincinnati, 

Cleveland, Detroit, Indianapolis, Providence, and Washington, D.C. The Samaritan program 

works in cooperation with local transportation departments, metropolitan traffic centers, 

law enforcement, and other TIM responders. 

An alternative to PPPs is using contract services. Examples of PPPs and contract services 

follow. 

•	 The FDOT Road Rangers represents a successful contract-service patrol program. 

•	 In PennDOT’s District 6, when the private partner discontinued service, contracting for 

services was a proven solution. 

•	 Washington State tried contracting its towing functions but stopped the program after 

Federal funding was discontinued and other funds were unavailable. 

Massachusetts Highway Department CaresVan

Massachusetts Highway Department
16

•	 In Maryland, officials determined that only government personnel were authorized 

to perform certain tasks. Since the program was part of its customer service program, 

officials decided agency staff would perform the tasks, not contractors. 

2.2.7 Limitations

Annual operating budgets for service patrol programs can range from $275,000 for District 

5 in Pennsylvania to $19 million covering several urban areas in Florida. Funding can affect 

service areas, hours of operation, training, staffing, and equipment. These resources are all 

essential when trying to deploy a properly equipped program to provide a safe and efficient 

service that meets the needs of the community and successfully achieves the agency’s 

service objectives. 

Operating a stand-alone program is a challenge for smaller jurisdictions trying to start a 

service patrol program. The challenge is also real for existing service patrol programs trying 

to move toward being a full-function operation. Splitting responsibilities between the 

service patrol program and other tasks can limit a program that must share both people 

and other resources. 

A lack of communications and/or memorandums of understanding (MOU) with local 

law enforcement, fire and rescue, EMS, emergency management agencies, and the 

Federal government, among others, can affect the ability of programs to coordinate 

efforts. Communications and MOUs help bring service patrol operations into the Incident 

Command System (ICS). Programs that face these limitations cannot cross-share critical 

knowledge, data, and lessons learned. Consequently, program staff cannot develop 

stronger ties, build trust, nor create effective coordination efforts during incidents.

The common goal among all programs is to restore traffic capacity safely and quickly. This 

goal is achieved by first addressing the state of the existing program and the operational 

constraints it faces. A service patrol program first needs a well-defined scope of operations, 

proper funding, a dedicated operation, well-trained staff, minimum response times, the 

necessary equipment to manage each incident, established MOUs, and both the trust and 

support of the community and partner agencies—before it can look ahead to becoming an 

FFSP. 

2.3 User Profiles/Classifications

Service patrols are typically one of several responder groups comprising the incident 

command structure. The ability to detect, respond, assist, and recover relies on the cooperation of, and the communication among, many different entities. But most importantly, 

each agency must understand the capabilities, limitations, and responsibilities of the other 

response partners. These relationships require constant attention and resource sharing to 

build bonds of trust and cooperation. Failing to recognize and make full use of all available resources will result in failure to resolve incidents in the safest and most efficient way 

possible. 
17

With the majority of the service patrol programs starting in the 1990s, the list of users has 

expanded as the services that transportation agencies can provide are recognized. Service 

patrol programs have contact with many users; however, each has its own individual needs 

when interacting with the program. Service patrol operators are asked, as well as trained, to 

work in situations that, in the past were considered outside the traditional scope of services 

transportation agencies provided.

Many agencies can be involved when an incident occurs, including:

•	 State and local transportation agencies

•	 State and local law enforcement

•	 Fire and rescue services (HAZMAT, including clean-up and removal as needed)

•	 Towing and recovery companies

•	 Public and private information services

•	 Travelers and others using the affected system.

2.3.1 State and Local Transportation Agencies

State and local transportation agencies with service patrol programs are often first on the 

scene for roadway incidents. Closed-circuit television (CCTV), other traffic monitoring technology, roving patrols, and 911 calls are aids transportation agencies use to restore normal 

traffic flow and minimize delays. Early detection through these methods gives TMCs the 

ability to provide notification to travelers through dynamic message signs (DMS) and public 

and private information services. These travelers can then seek alternate routes, minimizing 

their delays and not adding to the congestion at the incident scene. TMCs also can assist 

law enforcement and fire and rescue services by either notifying them of an incident or 

offering guidance on the least congested means to access incident locations as they deploy 

to a scene. The primary purpose of a service patrol at an incident scene is traffic control. 

This function relieves other responders from this responsibility. 

2.3.2 State and Local Law Enforcement

State and local law enforcement agencies generally have the ability to communicate and 

coordinate with TMCs through service patrol programs present at an incident. Local law 

enforcement programs that have MOUs with FFSP programs can contact TMCs directly to 

obtain information such as the exact location and the nature of the incident. On-scene 

command and control is enhanced when local law enforcement is coordinated with transportation agencies. A service patrol operating within a specified geographical area can 

relieve law enforcement personnel of having to respond to disabled vehicles or other minor 

highway obstructions. Law enforcement personnel can then concentrate on other urgent 

duties.

2.3.3 Fire and Rescue Services 

Fire and rescue services have not used service patrols as much as law enforcement, 

according to an FHWA study done in 2000. However, just as with law enforcement, fire and 

rescue services can benefit from the technology and operations of a service patrol program. 

Communications with the TMC, either directly or through the service patrol at the incident, 
18

can only improve responses and advance the treatment and transport of the injured. When 

service patrols arrive on the incident scene before fire and rescue personnel, they can relay 

valuable information such as the nature and severity of injuries, and the number and age of 

any victims. 

HAZMAT response is typically the responsibility of the fire department; however, removing 

HAZMAT can sometimes fall to private services or even service patrols. For incidental 

HAZMAT incidents like a small gasoline spill, properly trained and equipped service patrol 

operators can manage the incident. However, larger events, where fire and rescue are 

present, can require road closures, detours, and even evacuations. For such events, transportation agencies and service patrols are responsible for traffic control. As service patrol 

programs become increasingly involved in all types of incidents, knowledge of the ICS is 

essential when interacting with fire and rescue personnel.

2.3.4 Towing and Recovery Companies

Towing and recovery companies are usually involved in clearing and removing impacted 

vehicles, spilled loads, and other debris. Often, local governments enter into agreements 

with towing companies to assist with highway incidents. Each agency involved in an 

incident must agree when towing and recovery can begin. Providing access to incident 

scenes and providing information on the best approach and right equipment need to be 

coordinated among all parties at the incident. It is important to keep in mind that full 

traffic flow cannot be restored until a scene is cleared. Towing and recovery companies are 

the providers of this service and often interact with on-scene service patrols to coordinate 

access and reopen the roadway. 

Once vehicles are removed from the crash site, roadway repairs may be required. Service 

patrols are often responsible for communicating information back to a TMC about the 

condition or status of the infrastructure following an incident. Heavy equipment may be 

needed to restore roadway conditions when pavement is damaged. This equipment may 

be available through transportation agencies or may need to be contracted. The recovery 

process can take time, depending on the severity of the incident. 

2.3.5 Public and Private Information Services

For the roving service patrol operator, it is possible to detect incidents from radio traffic 

reports or even Web sites (if mobile access capabilities exist within the vehicles). Public and 

private information services work with service patrols and their TMCs to get updates and 

clarify information on incidents. Fire departments, local law enforcement, and transportation agencies work through public information officers (PIO) to provide messages to the 

public. When an incident occurs, the public desires information to assist in their decision 

making. 

2.3.6 Travelers and Other Users

Travelers and other users of the transportation system, such as roadway construction 

personnel and maintenance crews, also may interact with service patrols. When a motorist 

breaks down, service patrols provide that needed assistance. As incidents occur, the trav-
19

eling public and others turn to public and private information services for the information 

they need on congestion and road conditions. In addition, if an incident involves them 

directly, they rely on the service patrols, the law enforcement community, and fire and 

rescue services to provide assistance for their particular situation. Because there are more 

travelers and other users on the road, they can interact with law enforcement, fire and 

rescue, and transportation to assist when incidents occur. Construction or maintenance 

crews—either contracted or public employees—are also familiar with the system and can 

provide useful information on what they observe during their routine activities.

2.4 Support Environment

This section discusses the typical supporting environment of an FFSP program that can 

directly affect the range of capabilities provided.

2.4.1 Oversight

Of the programs surveyed for this Handbook, State and local transportation or public safety 

agencies oversee about 50 percent of the current service patrol operations. Transportation 

agencies that manage service patrol programs operate out of several different responsibility centers, including TMCs, ITS offices, and incident management offices. The Roadway 

Operations Patrol (ROP) in Washington, D.C., operates out of the TMC, which is part of 

the Traffic Operations Administration within the District Department of Transportation. 

The Chief of ROP oversees the TMC operations as well. In Washington State, Florida, and 

Pennsylvania, service patrol programs are managed by the district within which they 

operate. However, in Pennsylvania, the PennDOT District 5 ITS staff manages the daily 

oversight of contracted activities. In PennDOT District 11, the TMC manager and the tunnel 

manager provide oversight. The TMC manager oversees contractor services and the tunnel 

manager manages PennDOT staff. Though the CaresVan service patrols on Massachusetts 

highways are supervised by the contractor, the State department of transportation monitors them using global positioning systems (GPS). New York operates its service patrol 

program from the TMCs within each regional office. Depending on the size of the regional 

office, there might be a manager specifically for the service patrol and, depending on the 

size of the contract, that manager might be a contractor. Local law enforcement manages 

the Motorist Assistance Program (MAP) in Houston and the Dallas County Courtesy Patrol. In 

Houston, the Harris County Sheriff’s Office operates MAP using its own deputy sheriffs. Daily 

oversight of the San Diego Freeway Service and the Kansas Department of Transportation’s 

MAP are managed by their respective State Highway Patrols. The difference between these 

two programs is that the San Diego Freeway Service is a cooperative effort between the 

California Highway Patrol (CHP), the California Department of Transportation (Caltrans), and 

the San Diego Association of Governments (SANDAG), while the Kansas MAP is sponsored 

by the Kansas DOT but run by the Kansas Highway Patrol. 

In each case, program oversight was determined by the current structure of the organization. The home of the service patrol can be affected by the agency that introduced the 

concept of the service patrol and where the program funding was the strongest. Those 
20

organizations that have created service patrol programs have done so in an effort to 

address the causes of non-recurring congestion due to highway incidents. 

2.4.2 Facilities and Equipment

Surveys showed that the agency providing the service was generally responsible for 

maintaining the facilities and equipment. In most of the survey responses, equipment was 

classified only as vehicles, one of the more costly parts of a program budget. However, 

equipment such as message boards, cones, flashing lights, flares, wheel jacks, safety vests, 

air compressors, CCTV cameras, and TMC systems, to name a few, are all part of the service 

patrol program that will also require repair or replacement at some point. 

Where contracted service patrols were utilized, such as PennDOT’s District 6, Wisconsin’s 

Gateway Patrol in Racine and Kenosha counties, and in the metropolitan areas of Boston, 

Worcester and Springfield, Massachusetts, the contractor was responsible for servicing the 

equipment and providing the vehicle maintenance facilities. In Pennsylvania Districts 5 and 

11, the contractor is responsible for just overall maintenance. When law enforcement has 

oversight of the service patrol program, such as in Maricopa’s Association of Governments 

and in Harris County, Texas, they are able to provide facilities and maintain the equipment 

themselves. Agencies can handle maintenance of their vehicles in-house, send them out for 

repair, or a combination of both. This determination is based on the size of the agency and 

how it is structured to handle maintenance issues.

The Pennsylvania Turnpike Commission provides sheds for equipment and vehicles and 

has an in-house maintenance department that performs vehicle repairs. The Washington 

State Department of Transportation (WSDOT) has facilities for its own fleet but will contract 

the maintenance or, when possible, provide its staff training from the State Highway Patrol 

to perform work on service patrol vehicles. In Oregon, the Incident Response program’s 

maintenance facilities use strategic staging areas for their Incident Response trucks. Instead 

of having one centrally located facility where all the trucks are staged, Incident Response 

vehicles are strategically placed at the maintenance facility closest to the responders’ home 

address (within the metropolitan area). This approach will decrease response time when 

responding to emergencies outside of normal working hours or when reporting to their 

corridors for day-to-day operations.

2.4.3 Communications

Of the service patrols surveyed, nearly every program outfitted its vehicles with cell phones 

and 800 MHz radios. Where transportation agencies had their own communications system 

and radios, the service patrols were equipped with these devices. The state of Maryland’s 

Emergency Traffic Patrols are outfitted with the Capital Wireless Information Net (CapWIN). 

CapWIN is a partnership between the state of Maryland, the Commonwealth of Virginia, 

and the District of Columbia that provides an interoperable first responder data communication and information-sharing network. CapWIN was awarded $3.2 million in grant 

funding to implement an ITS solution for first responders in the National Capital Region. 

This grant includes funding from FHWA as well as matching contributions from the Virginia 

Department of Transportation and the Maryland State Highway Administration. 
21

Other communications options include law enforcement radios and scanners, Nextel, and 

CB radios. The District of Columbia, San Diego, Oregon, and Minnesota all use laptops in 

their service patrol vehicles. The portable laptop provides extra capabilities when it comes 

to reports, maps, data, access to traffic cameras, etc. Tennessee identified its cameras and 

traffic surveillance equipment as part of its overall communications package that supports 

the service patrol program. 

2.4.4 Funding

Of the 24 service patrols surveyed for this Handbook, most receive funding from State 

funds, Federal funds, a combination of the two, and/or in rare cases, private funding 

through a PPP. For the service patrols that receive both Federal and State funding, the 

contributions are 80 percent and 20 percent, respectively. In Dallas, patrols benefit 

from additional funding from tolls. Where only State funds are used, such as in Florida, 

PennDOT’s District 11, and Minnesota, traffic operations and maintenance or traffic operations and safety have specific budgets from which funding was provided. In San Diego, 

the State provides funding to the localities and they, in turn, match that funding. Louisiana 

has a similar program to support its service patrols that includes contributions from local 

metropolitan planning organizations (MPOs) in addition to Federal and local funding. The 

Maricopa Association of Governments and the state of Maryland are using Federal funding 

through the congestion mitigation and air quality (CMAQ) fund. 

According to the FHWA, CMAQ funds are available to a wide range of government and 

non-profit organizations, as well as private entities contributing to PPPs, but the local MPO 

and the state department of transportation controls these funds. Often, these organizations plan or implement air quality programs and projects and provide CMAQ funding to 

others to implement projects. The Harris County, Texas, Metro Police Department controls 

the budget for its service patrol program; therefore, it does not rely on Federal or State 

funds. The Pennsylvania Turnpike Commission uses money out of its operating funds as 

well as money from the State Farm Insurance Company. For its service patrol programs, 

Massachusetts Highway receives money from a private insurance company and from 

Federal and state funds. Maricopa Association of Government’s FSP program states on 

its Web site that, “due to the clear demonstration of benefits in improving safety on the 

freeway system, the [FSP] program was incorporated in the 20-year Regional Transportation 

Plan (RTP) that was approved by voters in Maricopa County in November 2004. The FSP 

program is currently fully funded through the year 2026 with RTP funds that total nearly 

$21.5 million.” 

2.4.5 Contracting Mechanisms

Contracting mechanisms for service patrol programs are handled in many ways depending 

on the jurisdiction. In cases where local transportation districts oversee the programs, such 

as in Florida, contracting is handled at the district level. Sometimes contracts are awarded 

to those operations that can provide expertise or services that the service patrols are unable 

to handle. In San Diego and in District 8 in Pennsylvania, for example, towing services are 

contracted.
22

2.4.6 Standard Operating Procedures and Guidelines 

Responses varied in this Handbook’s survey on guidelines or standard operating procedures (SOPs). Most of the respondents either had SOPs or procedural guidelines or followed 

some sort of operations policy. The Florida Road Rangers cited the Open Roads Policy 

and the Mitigation Spill Policy for their guidelines. Georgia also has a similar Open Roads 

Policy in place. Washington State follows a Joint Operations Policy, while the Pennsylvania 

Turnpike Commission follows a Unified Command protocol. The Wisconsin Gateway Patrol, 

a contracted service, follows specifications set forth in its contract with WisDOT. A few 

programs, like MAP in Harris County, Texas, and the Emergency Traffic Patrol in Maryland, 

currently have SOPs or guidelines under development. 

Programs that did not have SOPs were, in some cases, under the jurisdiction of law enforcement. Service patrol programs that were contracted out typically had specific terms written 

into their contracts that served the purpose of an SOP. Performance was measured against 

the terms of the contract, and oversight was handled by the awarding agency. Outreach, in 

some instances, added feedback into contract performance.

While training can offer guidance on how to handle service patrol operations in the field, it 

is important to have SOPs and guidelines. Because service patrol programs have expanded 

in size and the services they provide, responsibility is placed on the agency with oversight 

of the service patrol program to provide this guidance for the protection of the operators 

and the overall organization.

2.4.7 MOUs and Mutual-Aid Agreements

Very few agencies reported the existence of an MOU or mutual-aid agreement. Of the 

MOUs and mutual-aid agreements that did exist, many were between law enforcement 

and transportation agencies. For example, HELP, in Tennessee, noted that law enforcement agencies are total partners and that they see the value in service patrol programs. 

It has taken a year to build the relationship, and HELP is now working toward an MOU or 

other type of interagency agreement. The Oregon Department of Transportation (ODOT) 

Incident Response program has been recognized by many of their external partners as 

a first responder agency. This recognition is because ODOT Incident Response staff are 

responding to incidents in much the same manner as their external partners and typically 

before them, allowing them to focus on the specific duties of their profession. However, 

ODOT’s Incident Response program does not have any MOUs. 

When the Emergency Traffic Patrol in Maryland started, the patrols had to determine where 

they fit into the first responder picture and how to interact with law enforcement and 

fire departments. Now, Maryland State Police use the Emergency Traffic Patrol because 

patrols can handle many tasks that previously were the responsibility of law enforcement. 

CapWIN is an example of a partnership among areas (Maryland, Virginia, and the District of 

Columbia) that provides an interoperable first responder data communication and information-sharing network. 

The North Carolina Incident Management Assistance Patrols (IMAP) have an MOU with 

the Greensboro Police Department to remove abandoned and disabled vehicles. IMAP 
23

is currently working toward an MOU with the State Highway Patrol to do this statewide 

as well. North Carolina also has quick clearance legislation (GS 20-161) to clear roads, 

which extends liability protection to department of transportation and law enforcement 

personnel who keep roads open. Other states with MOUs with state highway patrols 

include Washington and New York. In San Diego, the CHP, SANDAG, and Caltrans entered 

into interagency agreements that provide for the annual funding for the service patrol 

from Caltrans to CHP and SANDAG. An additional provision of the interagency agreement 

is a Joint Operational Policy Statement that details the individual and joint responsibility of 

Caltrans, CHP, and SANDAG. In Georgia, HERO also has an incident management task force 

made up of many different agencies across responding areas. HERO reports benefits related 

to enhanced training and better ideas through this relationship.

2.4.8 Outreach and Calling for Service

Nearly all service patrols offer some form of outreach to the community to publicize their 

availability, hours of operation, and services, although it has been reported that many travelers are still not aware of the service. Most programs will offer a survey card or brochure 

to the motorist after service has been provided. This form of outreach gives the users an 

opportunity to rate the service patrol and provide feedback to the agency operators and 

is often a key component in evaluating the program. Most respondents are relieved and 

pleased with the service provided to them in a time of need. 

Some service patrol programs attend community events to raise their exposure to the 

public off the roadway. In Washington, D.C., ROP can be seen at the end of the July 4th 

parade every year as the DC DOT showcases its vehicles in the final element of the parade. 

In New York, HELP will attach “sorry we missed you” tags on abandoned vehicles to let 

drivers know that they are available and could have offered services had the driver been 

with the vehicle. Florida’s Road Rangers advertise their Florida Highway Patrol (FHP) 

numbers to the public, while other service patrol programs use Web sites to post their information. Transportation agency PIOs are to inform the public of the service patrol programs 

whenever possible. The Maricopa Association of Governments arranged a media ride-along 

to foster publicity for the program. In Georgia, training officers and supervisors exercise 

another form of outreach by going to police stations and fire stations to inform them of the 

advantage of using service patrol programs.

Several service patrols advise motorists needing assistance to call their State Highway Patrol 

number such as *FHP or *THP, 911, or 511 to request service. Generally, no other phone 

number is advertised for the public to call. If such a request is received, the dispatcher 

contacts the service patrol vehicle to direct the operator to the location where service is 

needed. Many service patrol vehicles drive along the highways to identify motorists who 

may need assistance. In addition, TMCs equipped with surveillance cameras can observe 

stranded motorists and request the service patrol to respond. 

2.4.9 Summary

Support for service patrols includes elements from facilities, maintenance support, equipment, communications, mutual-aid agreements and MOUs, as well as outreach. It is 
24

important to keep in mind that the funding provided to the program directly affects the 

range of capabilities and services that service patrols are able to provide. The ability of the 

program determines its usefulness to the sponsoring agency and, more importantly, the 

public. Because users of the service patrol program depend on the service patrols, it is even 

more important that properly supported programs enter the field each day. Adequately 

supported service patrol programs in the field mean earlier incident detection, quicker 

response, expedited removal of incidents, and faster restoration of traffic flow for motorists 

using the transportation system. 

Minnesota Department of Transportation FIRST truck

Minnesota Department of Transportation
25

Chapter 3. Full-Function Service Patrol 

Justification and Nature of Changes

3.1 Justification

3.1.1 The Congestion Initiative

In 2006, the U.S. DOT announced its Congestion Initiative, which provides an outline for 

Federal, State, and local officials to consider as they work together to reverse the trend 

toward increasing congestion. Major components of the initiative include (1) congestion 

relief programs, (2) PPPs, (3) corridors of the future, (4) implementing technological and 

operational improvements, and (5) increasing aviation capacity. The Congestion Initiative 

is based upon using existing innovative and demonstrated strategies that more efficiently 

and effectively provide relief to traffic gridlock than the current practice. These options 

include technologies such as congestion pricing and high-speed open road tolling and 

the billions of dollars in private capital available for investment in public infrastructure. 

Service patrols are one tool in aiding state and local governments in their efforts to reduce 

congestion.

3.1.2 How Service Patrols Aid Transportation 

Service patrols throughout the U.S. offer a varying range of services depending on budgets, 

the needs of the communities they serve, and their governments’ organizational structure. 

Service patrols yield significant benefits to the transportation agencies and communities through reductions in vehicle delays, vehicle emissions, and gasoline consumption, 

as well as provide greater overall safety to travelers. These benefits are achieved through 

earlier detection, quicker responses, expedited removal of incidents, and faster recovery 

times. Before service patrols, transportation agencies relied on other responders such as 

law enforcement to clear congestion problems caused by incidents. Service patrols allow 

transportation agencies to control and respond to problems on their own systems with 

their own assets. Service patrols working with TIM responders can assist in the overall 

safety of incident scenes. Transportation agencies now have a direct impact on other TIM 

responders and play a role in preventing secondary incidents. Transportation agencies are 

more involved during on-site incidents and have become an important part of the incident 

management system. Service patrols give transportation agencies their own asset on-site to 

provide real-time information as an incident progresses. In addition, many incidents cause 

damage to the transportation infrastructure. Service patrols can provide information on 

such damage, thereby allowing repairs to proceed more quickly and recovering the cost 

of repairs from the person who caused the damage. The support environment for service 

patrols varies across a broad spectrum. The ability of the program to meet its intended 

mission determines its usefulness to the agency and, more importantly, to the public. 
26

3.1.3 Measuring Performance - Service Patrol 

Service patrols are often part of an overall TIM program, and while there are no required 

performance measures, many programs have adopted some performance measures. 

FHWA’s study on TIM performance measures showed that while many agencies measure 

performance related to TIM, the definition of the measures is inconsistent across transportation and public safety disciplines. Most agencies measure what is important to them—with 

little coordination on measurement with other agencies in the same region.

The most common measures for TIM are: 

•	 Number (or frequency) of incidents 

•	 Detection time 

•	 Response time 

•	 Clearance time. 

All these types of measures have some relevance to service patrols. The majority of 

programs surveyed as part of this Handbook reported using some combination of statistics 

gathered from each service call. Some of the statistics mentioned include the number of 

calls, response time, clearance time, type of incident, duration of incident, and congestion 

levels. The remaining surveys reported using customer satisfaction, or comment cards, to 

measure the performance of the program. 

The Boston service patrol program reports that all vehicles have a mobile data computer 

that allows real-time reporting of specific incident information during service calls. This 

data is then used to evaluate operational functions and routes. If the data shows that a 

service patrol vehicle is not meeting program standards, operations and routes are reevaluated. The Florida Road Rangers carry comment cards to provide to assisted motorists. The 

Rangers request that the motorist fill out the card and mail it (postage is paid for by FDOT) 

to the central office. The comment cards are reviewed and scanned for data, which is 

then provided in summary form to the appropriate FDOT district. Massachusetts Highway 

Department’s CaresVan uses both comment cards and statistical analysis to assess the 

performance of its program. 

The San Diego FSP uses a combination of statistical analysis, driver inspection, and 

comment cards. The FSP program coordinator inspects each truck and driver each month. 

Each is graded on the following criteria: needs improvement, meets the standard, exceeds 

the standard, or is outstanding. Every quarter, an award is given to a driver that is based on 

monthly inspections, customer comment cards, no complaints, no accidents, and no need 

for counseling for the 3-month period. In addition, a driver-of-the–year award is presented 

to one of the four quarterly award recipients. 

3.1.4 Measuring Performance - Contract Service Patrols

Of the surveys completed that report measuring contractor performance, approximately 

half used customer satisfaction surveys/comment cards. The District 6 Expressway Service 

Patrol in Pennsylvania provides these comment cards at the end of each call. If a service 

patrol operator receives more than one unfavorable card in the last six shifts, counseling 
27

is required. A second such situation will result in a warning, a third in a suspension, and 

a fourth in a dismissal. The other half of the agencies surveyed reported using statistical 

analysis, inspections, or a combination of the two. Massachusetts Highway reports that its 

contractor, CaresVan, submits reports on all of its operations. Massachusetts Highway will 

also send out its own inspectors to evaluate contractor performance. They also rely on State 

Police feedback. The Florida Road Rangers gauge their contractors by the number of trucks 

on the road, the number of stops, and the types of services they provided. FDOT district 

supervisors review and inspect the contractor vehicles for proper equipment. In 2000, 

Marquette University formally evaluated 

WisDOT’s Gateway Patrol program. The 

evaluation showed that a 52 percent 

reduction in minor incident clearance 

time was realized because of the presence of the Gateway Patrols. This reduction resulted in significant improvements in motorist delay. In addition, a 

14 percent reduction was achieved in 

downstream secondary incidents. These 

reductions significantly improved safety.

3.1.5 Benefit-Cost Ratio

Very few of the programs surveyed reported having an official benefit-cost ratio analysis. 

Currently, no national standard exists for measuring the benefit-cost ratio of service patrol 

programs. The San Diego FSP reports one of the most comprehensive benefit-cost assessments. The effectiveness of the FSP program is assessed by calculating the annual benefitcost ratio of each FSP beat. First, the annual savings in incident delay, fuel consumption, and 

air pollutant emissions due to FSP service are calculated based on the number of assists, 

beat geometries, and traffic volumes. The savings are then translated into benefits using 

monetary values of $10 per hour for delays and $2 per hour for fuel consumption. The costs 

include the annual capital, operating, and administrative costs for providing FSP service. 

The FSP evaluation methodology is incorporated into an Excel spreadsheet. Input data 

requirements consist of beat geometries (such as number of lanes, presence of shoulders, 

etc.), traffic volumes, and the number and characteristics of FSP assists. A recent study by 

the University of California, Berkeley calculated the statewide average benefit-cost ratio was 

8.3:1. 

The Florida Road Ranger program completed a benefit-cost analysis in November 2005. The 

overall benefit-cost ratio was 25.8:1. This ratio represents the benefits based on the average 

incident delay and fuel savings indicated by the Road Ranger program. The 2005 report 

indicated that the program produces significant benefits in all five districts and the Florida 

Turnpike. The range of the benefit-cost ratio is from 2.3:1 to 41.5:1. Road Rangers assist 

with an average of seven incidents per hour in any given district with the exception of the 

Turnpike where they assist with nearly 18 incidents per hour. 

Wisconsin Department of Transportation 

Gateway Patrol tow truck

Wisconsin Department of Transportation
28

In Minnesota, FIRST reports a benefit-cost ratio of 15.8:1. A 2003 Minnesota report on 

benefit-cost stated that while the total cost of the program increased 69 percent compared 

to the fiscal year 1999 estimate, the benefit estimation included additional factors that 

caused a six-fold increase for the fiscal year 2003 analysis. Net benefits were reported to 

be seven times greater, and the benefit-cost ratio was revised up from 4:1 to 16:1. Factors 

included in this analysis were reduced traffic delays, fewer secondary crashes, less fuel 

consumption, and lower emissions. The magnitude of this ratio reflects a significant public 

benefit for the investment. 

Benefit-cost ratios from the reduction in delay between 3:1 and 10:1 are common for FSPs. 

Perhaps the most aggressive program in the United States, Houston’s SAFEclear consists of 

tow trucks that respond within 6 minutes of notification. Quick removal of stalled vehicles 

and crashes, combined with the MAP, has reduced collisions by more than 10 percent in the 

first 2 years of operation, saving $70 million in collision costs. 

In a September 2007 draft report for the North Carolina Department of Transportation 

(NCDOT) titled, The Economic Impact of Traffic Incidents on North Carolina’s Interstate 

Facilities, modeling results of various case studies showed that deployment of either IMAPs 

or Advanced Traveler Information Systems (ATIS) would return significant monetary savings. 

The report also stated that a higher level of service/deployment would also bring more 

economic benefits to the overall transportation system. The Pennsylvania Transportation 

Institute completed a benefit-cost ratio evaluation 1.5 years after the onset of the parkway 

service patrols that included the benefits of having the service patrol. However, the evaluation was never matched against the costs associated with having the patrol. 

3.1.6 Strategic Highway Safety Planning and Other Initiatives

The American Association of State Highway and Transportation Officials (AASHTO) created 

the Strategic Highway Safety Plan (SHSP) in 1997. The most recent update was in December 

2004. The objective of this document is to provide a comprehensive plan to substantially 

reduce vehicle-related fatalities and injuries on the nation’s highways. The SHSP does 

not focus on the contribution that service patrols can provide in this area, but the report 

highlights the significant promise that ITS holds for improving safety above and beyond the 

goals of the SHSP. The report points out that while some ITS programs will see immediate 

results, others will see results as large-scale deployment of new vehicles and technologies occur. One of the 16 ITS programs that help departments of transportation reach their 

mission and work toward meeting the Congestion Initiative, as well as the SHSP, is a TIM 

system. The SHSP can be the foundation upon which to build other interagency operations 

such as a TIM system. A TIM system can reduce the effects of incident-related congestion 

by decreasing the time to detect, respond, and return traffic to normal conditions. Incident 

management systems use a variety of technologies, including service patrols, to facilitate 

coordinated responses to incidents. 

The U.S. DOT’s Emergency Transportation Operations (ETO) initiative is designed to foster 

the development of tools and processes that support transportation system operators 

during a wide range of emergencies. The ultimate goal is to promote faster and betterprepared responses to major incidents and evacuations. The Research and Innovative 
29

Technology Administration (RITA) ITS Web site reports that more than 400 tropical storms, 

hurricanes, tornadoes, and highway HAZMAT incidents require evacuation each year in 

the U.S. These incidents, combined with winter weather, wild fires, multi-vehicle crashes, 

and security incidents, require the U.S. to be prepared for any eventuality. It is important 

that responders reach each scene, victims are evacuated from the danger zone, and clearance and recovery resources arrive on time. The ETO initiative has identified that effective 

real-time management of transportation during major incidents results in more timely 

responses to highway and HAZMAT incidents and shorter incident durations. The initiative 

is achieved by improving all forms of transportation emergencies by applying ITS technologies. Using FFSPs is one of these real-time ITS technologies. 

3.1.7 Department of Homeland Security Mandate

Homeland Security Presidential Directive 8 “National Preparedness” (HSPD-8), issued in 

December 2003, establishes policies for strengthening the preparedness of the U.S. to 

prevent and respond to threatened or actual domestic terrorist attacks, major disasters, and 

other emergencies. The directive stated that this approach could be achieved by requiring 

a national domestic, all-hazards preparedness goal; establishing mechanisms for improved 

delivery of Federal preparedness assistance to State and local governments; and outlining 

actions to strengthen preparedness capabilities of Federal, State, and local entities. The 

National Preparedness Goal, established in March 2005, called for the creation of a fully integrated, adaptable, all-hazards preparedness system. The result was the Target Capabilities 

List (TCL) published in September 2007. As part of the “Response Mission Area,” the TCL 

addressed on-site incident management, which is defined as “the capability to effectively 

direct and control incident activities by using the ICS consistent with the National Incident 

Management System (NIMS).” Many service patrol programs currently use ICS. According 

to the TCL, the event is managed safely, effectively, and efficiently through the common 

framework of the ICS. The TCL goes on to state that all Emergency Support Functions (ESFs) 

are coordination functions (e.g., providing resources). ESFs can be involved in on-scene 

command and work in Emergency Operations Centers (EOCs), as required, to provide the 

incident management organization with the resources it needs. Transportation is ESF 1. 

Command is usually a local/county or state responsibility. A department of transportation’s 

TMC can work in concert with EOCs to coordinate assets before, during, and after an event. 

Or, for smaller events, departments of transportation can work directly with other TIM 

responders, using their service patrol program, to aid in quickly clearing an incident.

The National Response Framework (NRF), effective March 22, 2008, clearly states that 

the responsibility for responding to incidents, both natural and manmade, begins at the 

local level—with individual and public officials in the county, city, or town affected by the 

incident. The NRF also reports that any incident can have a mix of public health, economic, 

social, environmental, criminal, and political implications with potentially serious long-term 

effects. The NRF declares that the primary role of State government is to supplement and 

facilitate local efforts before, during, and after incidents. 

Service patrols fit in the framework of the NRF and TCL by the nature of the services they 

offer and their function as a TIM responder. As a part of the incident management system 
30

in ITS, service patrols provide departments of transportation with an operational capability 

that fixed assets are not able to provide. The on-scene presence of the service patrol helps 

the departments of transportation increase their reach either through the TMC during more 

localized incidents or through the EOCs during large-scale incidents. 

3.1.8 Other Functions or Needs Service Patrols Fill

Because of their mobility and training, service patrols can provide assistance. One service 

patrol program surveyed reported that it will engage in checking vehicles stopped on or 

under critical infrastructure and encourage drivers to move along. In Boston, for example, 

CVS Samaritan vans were sent to Florida after a recent hurricane to assist in recovery efforts. 

Road Rangers, HERO, and HELP are used to coordinate various aspects of evacuations and 

provide support to motorists. Maryland’s Emergency Traffic Patrol is used for signal operations to re-time signals along alternate routes as needed. The Houston Metropolitan Police 

Department’s MAP vehicles worked during Hurricane Rita to escort field trucks and offer 

cases of water. MAP also escorted fuel tankers and provided much-needed assistance to 

the public. The Incident Response Units (IRU) in Washington State reported they can assist 

the State Patrol or National Guard as needed. Since the IRU service patrols are trained in 

the NIMS, they can provide services 

during all types of incidents. 

Most service patrol programs that 

responded to the survey did not 

work outside their regular patrol 

services. Since incident responses 

are not just limited to vehicle assistance, service patrols with proper 

training are able to go beyond traditional roadside services and deliver 

support to any incident that may 

strike a community. This ability is an 

important asset to any department 

of transportation and the community during times of crisis. 

3.2 Changes Required for Migration to Full-Function Service 

Patrol

3.2.1 Overview of Baseline, Mid-level, and Full-Function Service Patrols

This Handbook provides guidance to decision-makers and operators of service patrols 

to identify features of service patrols that will make them most effective. Many agencies 

are already operating service patrols and may want to compare their current services 

against the features of a baseline, mid-level, and FFSP. The primary features of these three 

service patrol levels are outlined below and more fully described in the remainder of the 

Handbook. 

Coordinated Highways Action Response Team (CHART) 

emergency response vehicle

Maryland Department of Transportation
31

Baseline Service Patrol 

A baseline service patrol will: 

•	 Provide incident response services, clearance resources, and free motorist assistance 

services on a peak hour basis, 5 days a week 

•	 Provide operators that are specially trained to safely provide limited emergency TTC at 

incident scenes 

•	 Be trained in the ICS, specifically IS-100 and IS-200 level courses

•	 Design baseline service patrol vehicles to push a stalled or abandoned automobile or 

light truck out of the highway travel lane 

•	 Provide a frequency of coverage to respond to a stranded motorist/vehicle within 1 hour 

of notification of its location 

•	 Be in contact with a regional TMC if one exists

•	 Participate in incident debriefs or after-action reviews

•	 Be dispatched to incident locations as needed by the TMC or State/local law enforcement

•	 Include typical services provided in many service patrol programs today:

– Provide minor repairs and motorist assistance

– Remove debris 

– Provide fuel

– Relocate vehicles out of travel lanes

– Assist emergency services at vehicle crash scenes

•	 Include the following equipment: 

– Traffic control items

– Gasoline

– Communications equipment

– Basic tools

•	 Establish methods for quantifying customer feedback.

Mid-level Service Patrol

A mid-level service patrol will: 

•	 Provide incident response services, clearance resources, and free motorist assistance 

services on a peak hour basis, 5 days a week, plus on-call service 24 hours, 7 days-a-week 

and for special events coverage as required 

•	 Provide operators that are specially trained and highly skilled in emergency TTC 

standards and procedures and readily available to provide TTC at incident scenes 

•	 Be trained in the ICS, specifically IS-100 and IS-200 level courses
32

•	 Design mid-level service patrol vehicles to push a stalled or abandoned automobile or 

light truck out of the highway travel lane and/or relocate a vehicle to a safe location using 

either a wrecker, flat-bed car carrier, or towing contractor

•	 Provide a frequency of coverage to respond to a stranded motorist/vehicle within 30 

minutes of notification of its location during peak hours and within 1 hour during on-call 

services

•	 Have direct communication with a regional TMC if one exists and/or State/local law 

enforcement

•	 Participate in incident debriefs or after-action reviews

•	 Include typical services provided in many service patrol programs today:

– Provide minor repairs and motorist assistance

– Remove debris 

– Provide fuel

– Provide first aid

– Relocate vehicles out of travel lanes

– Assist emergency services at vehicle crash scenes 

•	 Include the following equipment: 

– Traffic control items

– First-aid items

– Vehicle-mounted arrow board

– Gasoline

– Communications equipment

•	 Supply basic tools

•	 Establish methods for quantifying customer feedback.

FFSP 

An FFSP will: 

•	 Provide incident response services, clearance resources, and free motorist assistance 

services 24 hours, 7 days-a-week 

•	 Provide operators that are highly skilled and specially trained in the following:

– NIMS/ICS – IS-100, IS-200, and IS-700

– ATSSA – Traffic Control Technician

– Red Cross – First Aid and CPR

– Wreckmaster – Towing and Recovery Operations Specialists 

•	 Provide emergency TTC at incident scenes

•	 Design and equip FFSP vehicles to fully relocate a stalled or abandoned automobile or 

light truck from a highway to a safe location

•	 Provide a frequency of coverage to support statewide incident clearance goals 
33

•	 Be fully integrated with regional TMC operations

•	 Participate in incident debriefs or after-action reviews

•	 Be readily dispatched to incident locations as needed 

•	 Include typical services provided in many service patrol programs today:

– Provide minor repairs and motorist assistance

– Remove debris 

– Provide fuel

– Provide first aid

– Relocate vehicles out of travel 

lanes

– Assist emergency services at 

vehicle crash scenes

•	 Include the following equipment: 

– Traffic control items

– First-aid items

– Vehicle-mounted variable 

message signs

– Gasoline

– Air compressors

– Communications equipment

– Basic tools

•	 Consider including advanced optional equipment such as:

– Defibrillators and medical supplies

– Fire, animal, and HAZMAT supplies

– Public address system with an external speaker

– Automatic vehicle location (AVL)

•	 Establish methods for quantifying costs and benefits, including customer feedback and 

operational information such as clearance times (integrated with other first responders)

•	 Conduct public outreach

•	 Use the FFSP program to reduce traffic congestion, improve travel time reliability, and 

improve safety on freeway and arterial systems.

3.2.2 Fundamental Functional Needs

The 2000 FHWA report Incident Management Successful Practices: A Cross-Cutting Study refers 

to incident management as the process of managing multi-agency, multi-jurisdictional 

responses to highway traffic disruptions. To address congestion issues that traffic incidents cause, service patrol programs must take an efficient and coordinated approach. 

One of the fundamental functional needs of service patrol programs is to establish MOUs 

and mutual-aid agreements. Universally, the service patrol programs surveyed discussed 

creating stronger relationships with law enforcement and other TIM responders. As service 

Minnesota Department of Transportation 

operator assists motorist 

Minnesota Department of Transportation
34

patrols become a routine part of the first response landscape, a need to formalize agreements and set service scopes exists among agencies involved in incident response. From a 

technological standpoint, service patrol programs with MOUs, which are supported by ITS 

technology within their TMC, are better able to exchange information with law enforcement 

departments and EOCs during an incident. The ability to share and request any resource 

enables the FFSP program to not only assist other responders but also request and receive 

assistance when needed. 

A dedicated program is a fundamental, functional need when moving a service patrol 

program to an FFSP. A robust FFSP is tasked strictly with only a service patrol assignment. 

One way to achieve this is through dedicated funding and training. Every program surveyed 

was able to either show a sound benefit-cost ratio or show customer feedback that was 

extremely positive toward the service patrol program and the department or agency 

responsible for it. Dedicated programs do not have to split priorities, fight for resources, 

or share personnel. Without these constraints, programs can focus on coverage areas and 

expanding existing services. Transitioning from a program that responds after notification 

to one that is proactive in its response is a move toward being a dedicated program. 

3.2.3 Personnel Needs

Most service patrols surveyed said they need more personnel. In many cases, more people 

were needed to keep up with the demands of an expanding program. However, problems 

with turnover and retention were identified as limiting service patrols. Temporary staffing 

was considered as a poor solution to this problem. To migrate toward an FFSP program, 

service patrols need to invest in individuals that have the skills and aptitude for this type of 

service. For example, the Illinois DOT (IDOT) Emergency Traffic Patrol (Minutemen) program 

and the Illinois Department of Veteran Affairs teamed up in 2007 to make veterans aware of 

the opportunities available as service patrol operators. 

Supervisors and operators need to be fully trained and training needs to be ongoing. A 

well-informed, well-paid, and well-trained operator is a service patrol’s best investment. 

Retaining people who have experience and are able to work in the incident management 

environment is an important part of the service patrol program. Many of those surveyed 

stated that if more funding were available, they would also increase the salary paid to 

service patrol operators as a way to retain drivers and protect the investment made in them. 

3.2.4 Operations Needs

For many of the programs surveyed for migration to FFSPs, expanding service hours and 

service areas was the primary need. Seven of the surveyed programs only operate during 

weekday rush-hour periods and only cover specified geographic areas. Several other 

programs operated during the rush hours and during the daylight hours between the 

morning and afternoon rush hours. Expanding the hours of coverage to 24 hours, 7 daysa-week and increasing the geographic area served offers the public a complete full-service 

program. This ability to provide 24 hours, 7-days-a-week service over a larger service area 

will aid in congestion mitigation over the entire transportation system. Special event 

coverage by service patrols was not a common function for all service patrol programs. 
35

Special event traffic operations can put an additional strain on the transportation system, 

and a service patrol operation can assist with incidents that may occur during the special 

event, thereby improving traffic conditions. 

FFSP programs must be supported by a comprehensive communications network and 

equipment and the TMC. The network allows these full-function programs to reach out 

quickly to other stakeholders and request resources in real time. The ability to share and 

receive timely information only increases a service patrol’s effectiveness when facing a 

myriad of incidents. The ability to share real-time information allows the TMC to provide 

better information to motorists about the roadway conditions and potentially hazardous 

locations. 

3.2.5 Support Needs

FFSP programs must engage in outreach that spreads awareness of the program and 

provides safety education to the community and other stakeholders. Conferences and 

working groups provide awareness between other service patrol programs and stakeholders, respectively. FFSP programs work with local partners to build awareness and coordinate training and exercises, review lessons learned, and create a better understanding of 

everyone’s role during an incident. Likewise, outreach to the community about the service 

is also an essential function. Motorists should be aware of the program, its services, and 

methods so they may request service when required. Motorist awareness also enables 

the public to report incidents they observe. Part of public awareness is easily recognizable service patrol vehicles and uniformed drivers. Motorists must feel confident that the 

vehicles and the drivers stopping to assist them are part of an official program and present 

no danger to them.

Migration to an FFSP should include training on specific incidents, communications equipment, and the tools used daily on the job. As service patrol equipment and services are 

expanded, training must also expand, evolve with the program, and be regularly updated. 

Awareness of and/or practical training in various areas of incident management are characteristics of an FFSP. Training with other first responders can only enhance skills and awareness of everyone’s role during an incident. 

Updating fleets and equipment is essential when considering a move to an FFSP. Having the 

right equipment for the service provided and having the support behind the program to 

expand services are important considerations. Continued maintenance of the fleet and the 

ability to update and upgrade as required is another function of an FFSP.

However, expansion, outreach, and training can be achieved only when properly funded. 

FFSP programs require dedicated funding and the ability to use that funding to improve 

and expand the service patrol program. FFSPs also perform measurements of their progress. 

Through comprehensive analysis and evaluations, an FFSP can determine the program’s 

value and justify the services they provide, hours of operation, and geographic areas of 

service. These measurements aid the full-function program in providing the most costeffective and efficient services to its community and demonstrates the program’s value to 

decision makers and the public.
36

3.3 Change Priorities

3.3.1 Essential Features

Essential features of an FFSP program are proper funding, a dedicated program, and establishing MOUs to define roles and responsibilities. In addition to funding, an institutionalrelated priority includes FFSPs being a major component of an ongoing, sustained TIM 

program. In this context, FFSPs should be regular participants in incident debriefs. Also, a TIM 

program can serve as the foundation for developing a methodology for regularly assessing 

and measuring FFSP performance. 

For an FFSP, it is essential to have 24 hours, 7-days-a-week coverage that includes support 

for special events and evacuations. It also is essential that service patrol programs have a 

comprehensive training program, reliable communications, and a notification system for 

incident recognition and response. In addition, service areas must be determined through 

proper analysis and areas of coverage and service must not be limited by lack of personnel. A 

TMC is an essential element for supporting service patrol programs. Service patrol programs 

that wish to be considered FFSP programs must have either operational guidelines or SOPs 

or both. Both contract and in-house operations staff must be trained in the ICS, emergency 

TTC, equipment and tools use, HAZMAT assessment, and basic first aid. Supportive legislation and policies, such as open roads and safe, quick clearance, must also be in place to allow 

service patrols and incident responders to focus on their primary mission. Some level of 

background checks on drivers should be required to ensure that those interacting with the 

public are not a safety risk. A method to measure benefit-cost is also essential. 

The services of FFSPs should include the following baseline features:

•	 Recognizable vehicles

•	 Uniformed drivers equipped 

with safety vests

•	 Ability to move disabled or 

abandoned vehicles

•	 Fuel provision

•	 Water provision

– For overheating

– To person(s) being 

assisted

•	 Ability to change of flat tires 

•	 Mechanical assistance

– Jump starts

– Minor mechanical repairs

– Tire air

•	 Stranded motorist 

assistance 

– Providing cell phone 

service

– Offering a safe place to 

wait if vehicle is disabled 

•	 Object removal 

– Debris (roadway hazards)

– Spilled items

•	 Ability to tow vehicles

– Call commercial towing 

provider

– Provide towing services 

to point of safety 

•	 Information provided

– Request emergency 

services

– Provide driver 

information

– Give TMC on-site 

information

– Standard form for 

documenting driver / 

vehicle information and 

services provided 

•	 Redundant communications 

methods

•	 Assistance to other agencies

– Law Enforcement

– Fire

– EMS
37

The equipment that FFSPs should have includes:

•	 Basic tools

– Tow hitch and tow hooks

– Hammer

– Jumper cables

– Fuel siphon

– Mallet

– Pliers

– Ratchet wrench set

– Screwdriver set

– Battery brush

– Broom

– Lug wrench

– Funnel

– Flashlight

– Wrench set

– Vise grips

– Tire gauge

– Shovel

– Tire sealant

– Garbage bags

– Pry bar

– Duct tape

– 5-gallon containers

– Paper towels

– Assorted fuses

– Electric tape

– Electric multimeter/

wiring tester

– Gloves

– Portable flood light

– Marking paint

– Jack

– Wheel chocks

– Quick entry tool

– Safety goggles

– Safety mask

– Rags

– Rain jacket and pants

•	 Traffic control items

– Safety vests

– Traffic cones

– Florescent traffic control 

flags for flagging 

operations

– Flares

– Sign stands

– Traffic control signs (in 

compliance with MUTCD 

Chapters 6F and 6I)

– Arrow board

– Stop/slow paddle

•	 First-aid items

•	 Fire extinguisher

•	 Digital camera

•	 Vehicle-mounted message 

boards 

•	 Gas 

•	 Air compressors

•	 Communications 

equipment

•	 Push bumper

•	 Flashing light bars on 

vehicles

•	 Feedback mechanism to 

measure service provided

3.3.2 Desired Features

Once the essential features are in place, expanding specific services that service patrols 

can provide is a desired second step. For example, through proper training, service patrol 

programs may administer standard first aid and CPR. All FFSPs should have the ability 

to communicate directly with law enforcement to provide assistance to incidents where 

needed. Having mobile laptops installed in service patrol vehicles can facilitate reporting, 

communications, and monitoring capabilities. 

All FFSPs must be able to tow vehicles, primarily through in-house operations as part of 

their own fleet or, secondarily, by contracting. This feature would include having all forms of 

towing capabilities from heavy-duty towing vehicles to standard towing vehicles.
38

Some additional desired equipment could include:

•	 Antifreeze

•	 Oil and power steering fluid

•	 Spill containment supplies

•	 Fire and basic HAZMAT 

supplies

•	 Binoculars that can be used 

to view HAZMAT placards 

from a distance 

•	 Medical supplies

•	 Laptops

•	 Diesel fuel and fuel transfer 

kits

•	 Maps, phone books, and 

HAZMAT guides

•	 Salt and sand

•	 Cleaning products, 

including hand cleaner

•	 Public address system with 

an external speaker

•	 Tow chains

•	 Battery booster boxes 

•	 Hydraulic jacks and pillars

•	 Fire and law enforcement 

scanners

•	 Child safety seat

•	 AVL for service patrol 

vehicles

When considering outreach, another highly desirable feature of an FFSP is public education on roadway incident safety (in the event that motorists find themselves involved in 

some type of incident), as well as public awareness. Providing information about the FFSP 

program through a Web site should be an essential part of outreach and awareness.

3.3.3 Optional Features

Optional features for service patrol programs include using advanced equipment or training 

that goes above and beyond traditional services provided by service patrols during incident 

response. For example, training service patrol operators to be paramedics, EMTs, or level 1 

firefighters is an optional feature. Also, defibrillators are considered optional; though using 

them can enhance the lifesaving training techniques that service patrol programs employ. 

3.4 Changes Considered but not Included

Requiring a standard vehicle for all service patrols in the U.S. is not essential to successfully 

implementing FFSPs across the country. However, when the operating agency selects a 

vehicle, it is essential that the vehicle accommodate the defined service patrol functions 

and the required equipment.

Requiring in-house staff to operate the service patrol was not considered because contract 

services can provide resources to run a service patrol program that could not otherwise be 

operated by an agency. Contracted services, however, must be well defined in the contract 

and monitored to ensure compliance.

The organizational structure of the program is also not a feature that should be mandated. 

The survey found a variety of organizational structures and agencies that are successfully 

providing service patrol functions. In addition, a number of successful funding models are 

being used around the country. The funding stream must be adequate, reliable, dedicated, 
39

and long term to allow sufficient planning for services and fleet expansion and replacement 

needs. Each jurisdiction should determine what organizational and funding structure works 

best for its area to support the services they want to provide as part of an FFSP.

Another consideration was having the service patrol operate as a PPP. While a PPP may 

provide resources to support the capital and operational cost of a program, it is not a 

requirement for success. In fact, in some states, legislation to allow a PPP may be a difficult 

measure to pass. Therefore, it is a consideration, not a requirement.

Finally, a standard name for a service patrol is not required for success. The survey found 

a variety of names to describe a service patrol. While some benefit to motorist awareness 

is gained throughout locales offering service patrols, a common name is not a requirement for success. As long as the service is easily recognizable to the public and is marketed 

consistently to the public under a particular name, the name of the service can vary to meet 

local needs.

3.5 Assumptions and Constraints

It is assumed that operations carried out by FFSP programs can be performed without 

danger to the driver, equipment, and traveling public. An FFSP assumes that dedicated 

funding is available and used to support the program entirely. Also, it is assumed that 

governmental support is available to operate the program and that participating agencies 

are cooperative and supportive of the service patrol function. Finally, it is assumed that 

service patrols are a benefit to traffic congestion and do not add to the problem. 

Constraints to service patrol programs are inadequate funding, training, and resources. 

Service patrols normally work in heavy traffic conditions and are impacted by human 

factors that affect the ability of the service patrol operators to safely and efficiently do their 

jobs. 
40

Tennessee Department of Transportation Highway Incident Response Unit with tools

Tennessee Department of Transportation
41

Chapter 4. Full-Function Service Patrol 

Concept

4.1 Background, Objectives, and Scope of an FFSP

Section 2.1 provided the background on existing service patrols while Section 3.1 discussed 

justification for changes to an FFSP. FHWA is anticipating that this Handbook for an FFSP 

will provide a model for uniform service across the U.S. and provide additional benefits in 

reducing congestion.

An FFSP program is an essential component of a regional TIM program and serves to reduce 

congestion and enhance highway safety. FFSP services should aim to reduce the impact 

of traffic incidents by minimizing the duration of incidents, restoring highways to their full 

capacity, and applying proper emergency TTC to enhance safety of other TIM responders 

and motorists involved in incidents. An FFSP supports traffic incident response and provides 

motorist assistance free of charge. Essential FFSP objectives are defined in priority order:

1. Traffic incident clearance

2. Traffic control and scene management

3. Incident detection and verification

4. Motorist assistance and debris removal

5. Traveler information.

A trained FFSP operator uses fully equipped vehicles capable of clearing an automobile or 

light truck to a safe location without having to wait for a wrecker. When vehicle crashes or 

stalls occur because of a weather event, the clearance functionality is especially beneficial 

because private towing company and automobile club response times can take several 

hours. The cleared vehicle presents a significantly reduced hazard at the safe location, 

allowing a towing wrecker to pick up the vehicle without further incident. By quickly 

removing the hazard from the highway, the FFSP minimizes potential disruptions to other 

motorists and reduces the risk of secondary incidents. 

The FFSP operator is also sufficiently trained to provide emergency TTC at incident scenes. 

This function enhances the safety of responders at the incident scene and protects motorists passing through the scene. The traffic control function can also include setting up, 

maintaining, and removing emergency detour or alternate routes. 

By patrolling the service area, the FFSP can help detect and verify traffic incidents quickly 

and initiate a clearance response to motorists requiring assistance. 

The FFSP assists disabled motorists by providing gas or water, changing tires, performing 

minor vehicle repairs, or by towing and/or pushing vehicles off the roadway. The FFSP also 

assists motorists by providing directions, tagging abandoned vehicles, removing debris 
42

from the roadway, providing rides to individuals stranded on the highway, and assisting in 

spill clean-up. 

With direct two-way communications, FFSP operators can provide updates on traffic and 

roadway conditions to TMC operators as input into traveler information systems such as 511 

and/or DMS.

4.2 Operational Policies and Constraints

Funding and other political, administrative, and institutional constraints are issues that 

agencies must overcome and address before implementing an FFSP program. Specific 

examples include:

•	 Program administration

•	 The role and legal limits that an agency, such as a department of transportation, has in 

responding to freeway incidents

•	 Various roles and responsibilities of stakeholder agencies

•	 Opposition from stakeholder agencies

– Commercial concerns from private enterprise (towing companies, mobile tire repair 

centers)

•	 Performance objectives and policies

– Quick incident clearance policies 

– Open roads policies

•	 Operational policies and associated program costs

– Size of the program

– Hours of operation

– Service area/number of miles covered

– Number of trucks and operators needed

– Fuel costs

– Types of trucks and equipment

– Types of communications equipment

– Operator qualifications, training, and certifications

– Dispatcher qualifications, training, and certifications

•	 Political concerns

– Legislative approval

– Union concerns

– An agency’s traditional road-building needs versus operational performance.

4.2.1 Funding

Officials at existing programs routinely acknowledge identifying funding sources as the 

biggest challenge in implementing an FFSP. On freeways and other non-toll highways, 

service patrol programs typically have been funded through a State’s transportation 

funding, from the general fund of tax- and transportation-related fee revenue (e.g., fuel tax, 

vehicle registration fees), and, when applicable, with some Federal funding split. On tollways and turnpikes, funds for service patrols are generated from the tolls collected on the 

facility it serves. In most cases, funding and spending for service patrol programs competes 
43

with other transportation spending within the agency sponsoring the service patrol. Typical 

transportation budgets may include major capital improvements, rehabilitations, operations, maintenance, transit, and other initiatives. When tax or toll revenues stagnate or 

decline, agencies are forced to reduce spending and cut programs. As a result, service patrol 

programs are constrained not only by Federal and State budgets but also by tax and toll 

revenue collections. Traditional funding mechanisms for an FFSP can include:

•	 State legislative appropriations

•	 State operations and maintenance funds

•	 State traffic and safety funds

•	 State general revenue funds

•	 State highway trust funds

•	 Public safety funds

•	 Toll revenues

•	 MPO funds

•	 Federal surface transportation funds

•	 CMAQ funds

•	 National Highway System (NHS) funds.

4.2.2 Public Private Partnership

As public agency dollars are stretched and budgets are cut, PPPs can provide an alternative to funding mutually beneficial programs. Because FFSP programs are free of charge to 

motorists and they do not compete with established towing businesses, it is not feasible 

to establish a fee-based system for services FFSP provides. Rather, private companies that 

benefit from exposure to motorists, fewer crashes, and open highways will benefit from 

sponsoring an FFSP. Private sponsorship of a program can expand service hours, frequency 

of coverage, coverage area, and/or services provided. An example of this benefit is State 

Farm Insurance Company’s 2-year sponsorship of the Road Ranger program on the Florida 

Turnpike. This PPP promotes highway safety through State Farm Insurance Company and 

provides free 24 hour roadside assistance along Florida’s Turnpike. In 2004 State Farm 

pledged $850,000 to the Road Rangers program to support motorist assistance. Other 

private funding source examples include pharmacies, motor clubs, and wireless telephone 

carriers. An agency should check State and local rules and laws to determine whether 

private advertising or PPP programs are allowed to partially or fully fund an FFSP and if not, 

explore options to allow such assistance. 

An agency developing major transportation-based PPP programs such as high occupancy toll (HOT) lanes or new tollway facilities often develop specific contract terms for 

the financing, management, operations, level-of-service, and maintenance of the facility 

for a period of time. Contract terms within these major PPP programs should also include 

requirements for the developer or concessionaire to provide an FFSP program on the 

facility. The result is that the FFSP cost is enveloped in the overall program financing. This 

method will benefit the public by providing the service and benefit the private company by 

keeping facility traffic moving, potentially increasing toll collection revenues from motorists 

using the facility because of reliable trip times.
44

4.2.3 Educating Decision-Makers and Stakeholders

Benefit and cost evaluations of service patrols have consistently shown positive returns on 

the investment. However, some decision-makers often view these programs as a valueadded service to the basic mission of a transportation or public works agency. As a result, 

funding for FFSPs can be constrained by the support of decision-makers within the agency 

and by the operational mission of the agency. Agencies attempting to implement an FFSP 

program should be prepared to explain to decision-makers the benefits of quick clearance 

and how FFSP programs can reduce congestion and improve safety. 

4.2.4 Institutional Coordination

An important aspect in the success of an FFSP program is the involvement of and the 

relationship between the TIM and traffic operations stakeholders. Agencies should develop 

a multi-agency coalition and institutional framework to support, protect, and fund the 

program. The coalition should include stakeholders such as:

•	 State and local law enforcement

•	 Fire services

•	 EMS personnel

•	 Departments of Transportation 

•	 MPO or Association of Governments

•	 Local highway/maintenance departments

•	 TMCs 

•	 Media personnel

•	 Towing and recovery companies.

Because FFSP programs can provide positive impacts beyond their jurisdictional boundaries, stakeholder agencies outside the service area or operational responsibility should also 

be included. For example, safety and efficiency improvements from an FFSP on a freeway 

can positively impact an arterial network. Establishing the coalition and identifying the 

stakeholders should begin in the early stages of planning an FFSP program so that each of 

the stakeholder’s unique needs can be addressed. The performance of the FFSP and partnership of the stakeholder agencies can bolster decision-making support for the program 

and in turn influence decision-makers and protect program funding. In many cases, these 

agencies can formalize their coalition by creating an MOU, interagency agreements, 

endorsement letters, partnering agreements, or joint operations policy statements.

Multi-agency partnerships can also provide an opportunity for agencies to pool funding 

across jurisdictions to provide an FFSP. While one agency may not be able to afford a standalone unit, cost sharing and oversight responsibilities may provide enough resources for an 

FFSP across the jurisdictions.

4.2.5 Operational Policies and Program Cost

The operational policies of a TIM program or an FFSP program can affect the overall budget. 

In basic terms, an overall program performance goal for traffic incident clearance can drive 

the frequency of coverage desired, the number of hours covered, the total service area, and 
45

the extent of the services provided. These factors affect the overall cost of the program and 

needed funding.

The following constraints and operational policies affect FFSP programs:

•	 Program funding 

– Sponsoring agencies’ budgets and programs (Federal, State, local)

– Tax, toll, or fee collections

– PPPs

•	 Support from agency decision-makers

•	 Performance goals for quick incident clearance and associated program costs

– Service area and number of miles covered

– Number of vehicles and operators

– Number of backup vehicles maintained

– Hours of operation

– Frequency of coverage

– Fuel costs

– Types of service provided

– Type of vehicle and equipment

– Operator qualifications, training, and certifications.

4.2.6 Program Administration and Operational Roles

FFSP programs can be agency operated or privately contracted. When an agency operates 

the program, the agency employs the service patrol operations, and the vehicle and equipment is either leased or procured. Some advantages of an agency-operated FFSP include:

•	 Having direct control of operations and staff performance to support policies such as 

open roads and quick clearance

•	 Changing operational policies to be executed without contract modifications

•	 Developing and maintaining staff skills within agency (whereas in a contracted service, a 

change in contractor may cause the program to lose experience and training developed 

over time)

•	 Providing a mechanism to promote department of transportation customer service

•	 Avoiding a contract review and approval process through multiple departments and 

divisions of an agency. 

A second alternative for implementing an FFSP is for an agency to hire a contractor to 

provide patrol services. Agencies typically use their established bidding or request for 

proposal (RFP) process to select a private contractor or towing company to provide the 

patrol vehicles, equipment, drivers, and service. The contract must clearly define the operational characteristics of the program. Typically, the contract is written for bid by vehicle/

service hour. Some advantages of a contracted FFSP include:

•	 An agency is not required to procure vehicles, hire personnel, procure special insurance, 

or have any special resources to operate the service

•	 The contractor handles the vehicle fleet and equipment maintenance

•	 Potential cost savings for training can be realized if the contractor has previous service 

patrol related experience.
46

Contracts for FFSPs should include fuel cost clauses to protect both the vendor and agency 

from rising fuel costs. 

4.2.7 Towing Company Constraints

An agency’s operational policy for an FFSP, whether provided in-house or by private 

contractor, needs to prevent conflict with established private towing industry businesses. 

Operational policies need to emphasis that the objective of the FFSP is to clear vehicles 

from the highway to a safe location and not to a service station. Furthermore, FFSP 

programs strictly prohibit operators from recommending a secondary tow provider. The 

motorist should choose an operator or decide from an enforcement agency’s established 

rotating lists. This approach will prevent potential civil lawsuits and liability issues. An 

agency can prevent misconceptions of the FFSP program by working to establish a relationship with the local towing industry.

4.3 Description of Full-Function Service Patrols

The following subsections describe the major elements, services, and capabilities of an FFSP.

4.3.1 Hours of Operation

Consistent with the National Unified Goal (NUG) for TIM, developed through the National 

Traffic Incident Management Coalition (NTIMC), the FFSP should be operated 24 hours, 

7-days-a-week within the defined service area. The majority of existing service patrols 

operate peak periods of 5:00 a.m. and 10:00 p.m. on weekdays, or during special events. 

These programs typically have focused on the highest congestion periods and the times 

with the highest crash rates. However, this focus can leave large portions of the traveling 

public unserved during nonpeak hours and can sometimes be confusing for motorists 

expecting service during a disablement. The 24 hours, 7-days-a-week availability of FFSP 

resources will ensure that traffic incident responders can promptly and effectively manage 

emergency incidents occurring on roadways regardless of time of day or day of week. 

If 24 hours, 7-days-a-week service cannot be achieved because of resource limitations or 

other constraints, an agency should assess the service hours carefully in relation to crashes, 

severe crashes, and recurring congestion periods and deploy the service across the most 

crucial hours. The agency should also identify what additional funding resources would be 

required to provide 24 hours, 7-days-a-week service and determine whether those additional resources are obtainable. Another option is for agencies to develop an on-call system 

to provide services during major incidents that occur outside normal operating hours.

4.3.2 Service Area

From a macro perspective and consistent with the Congestion Initiative, FFSPs should 

be provided in each of the top 40 urban areas of the U.S. From a State, regional, or local 

perspective, the FFSP service area should be clearly defined and communicated to stakeholders and the public. Determining the service area is based on traffic volumes, recurring 

congestion areas, number of traffic incidents, calls for service, and crash frequency. The 
47

service area should focus on high traffic volume corridors that experience a high number of 

traffic incidents that increase the magnitude of congestion. Another factor in determining 

the service patrol service area is the absence of freeway shoulders where hazards are exacerbated when crashes or stalled vehicles occur. An example of this situation is a bridge or 

tunnel with limited shoulders. 

4.3.3 Frequency of Coverage

The frequency of coverage is a function of the total miles patrolled in the service area and 

the number of FFSP vehicles traveling the area at a given time. Existing programs have 

a patrol frequency over each segment that ranges from every 10 minutes to 1 hour. The 

frequency of patrols provided should support adopted performance goals. A common TIM 

performance measure is incident clearance. For example, several states have 90-minute 

incident clearance goals. Alternatively, performance goals can be categorized by incident 

severity. In Utah, for example, minor fender-benders have a 30-minute clearance goal while 

injury crashes are 60 minutes. An FFSP program should continually patrol the service area 

at a frequency that supports the performance goal and can realistically detect and clear an 

incident within the clearance goal.

4.3.4 Guidelines for Developing Vehicle Requirements

Since one of the primary objectives of an FFSP is quickly clearing vehicles, the service 

patrol vehicle should be capable of, or designed for, towing vehicles. These vehicles should 

be flat bed models; be specially designed and equipped with a tow sling, tow bar, tow 

plate or wheel lift apparatus, attached to the rear of the vehicle; or have a crane or hoist 

that is attached to the bed or frame of the vehicle. The vehicle should meet State vehicle 

code requirements for light-duty tow trucks to perform accident recovery work and have 

all necessary permits to operate the service. The gross vehicle weight rating should be at 

least 10,000 pounds and have a manufacturer rating of one ton or more. The FFSP vehicle 

capabilities are identified so that an automobile or light truck that presents a hazard on 

the roadway may be moved carefully and quickly to a safe location. This service does not 

provide a tow to a garage or repair station. Quickly removing the vehicle from the incident 

area will restore the roadway to its full capacity and reduce the risk of secondary crashes. 

Motorists can choose a private towing company to move their vehicles from the safe location to a service station for repair.

Requirements for FFSP vehicles should be developed depending on the needs of the 

particular region. Guidelines and considerations for developing these requirements include: 

•	 Storage facilities for FFSP vehicles and equipment 

•	 Four-speed transmission or equivalent

•	 Power-assisted service brake system

•	 Parking brake system

•	 Dual rear wheels and tires

•	 Crane specification – boom capacity of at least 4 tons

•	 Car carrier specification (if used) – bed assembly of at least 3/16-inch steel plate and at 

least 15 feet in length and 7 feet in width
48

•	 Push bumper

•	 Identification markings

•	 Amber warning lights and lamps; no red lights should be visible

•	 Work lamps

•	 Portable tail, stop and signal lamps

•	 Reflectors

•	 Splash guards

•	 Attachment chains.

4.3.5 Guidelines for Developing Equipment Requirements 

To assist motorists with minor vehicle disablements and to provide emergency TTC at incident scenes, FFSP vehicles should be equipped with an assortment of tools and supplies to 

support key functions. 

The following is a recommended list of equipment and supplies to carry on the FFSP vehicle:

•	 Communications

– Two-way radio

– CB radio

– Law enforcement radio

– Public address system

– Cellular telephone

•	 Mechanical

– Air compressor

– Car jack

– Power-operated winch

•	 Tools

– Booster cables

– Tire gauges

– Wrench sets

– Socket sets

– Hammers

– Screwdrivers

– Pliers

– Wire cutters

– Pry bars

– Brooms

– Shovels

– Flashlights

– Electrical multimeters/

wiring testers

•	 Fluids

– Gasoline

– Oil

– Transmission fluid

– Starter fluid

– Water

– Anti-freeze

•	 Supplies

– Electrical tape

– Duct tape

– Wire

– Absorbent material

– Hand cleaner

– Paper towels

•	 Safety

– First-aid kit

– Fire extinguisher

– Gloves

– Safety goggles

– HAZMAT guide book

•	 Traffic Control

– Vehicle-mounted 

variable message or 

arrow sign

– Cones

– Flares

– Traffic control signs

Another piece of important equipment for an FFSP is identifiable uniforms for operators. 

A uniform will establish confidence from other TIM responders, law enforcement, and the 

public that the operator is an authorized official or representative of the agency. Operators 

should also be equipped with an official, openly displayed credential to show to motorists 

who are hesitant or fearful to accept the services of an FFSP.
49

4.3.6 FFSP Operator Visibility Requirements and Apparel

The FHWA has established a rule in Title 23 of the Code of Federal Regulations (CFR) titled, 

“Part 634 Worker Visibility.” The rule requires that all workers within the right-of-way of a 

Federal-aid highway wear high-visibility safety apparel when they are exposed either to 

traffic (vehicles using the highway for purposes of travel) or to construction equipment 

within the work area. The rule defines workers as people on foot whose duties place them 

within the right-of-way of a Federal-aid highway. This worker definition encompasses 

all first responders, including FFSP operators. Part 634 also defines high-visibility safety 

apparel as personal protective safety clothing that is intended to provide conspicuity 

during daytime and nighttime usage, and that meets the Performance Class 2 or 3 requirements of ANSI/ISEA 107-2004. ANSI/ISEA 107-2004 is the American National Standard for 

Highway Visibility Safety Apparel and Headwear. This standard provides uniform guidelines 

for the design and use of high-visibility safety apparel such as safety vests, rainwear, outerwear, trousers, and headwear to improve worker visibility during the day, in low-light conditions, and at night. ANSI/ISEA 207-2006 is the American National Standard for High-Visibility 

Public Safety vests. This standard establishes design and use criteria for vests to make public 

safety workers highly visible to motorists.

4.3.7 Procedural Development Guidelines

Each agency has unique procedures and techniques that will require clarification in operating an FFSP. An agency should develop procedural and operational guidelines to clarify 

and document those preferences and establish a baseline performance expectation so 

that all operators provide a uniform and consistent service. The guideline will also provide 

stakeholder agencies with a clear illustration of the FFSP-provided services and how interactions between the agencies and the FFSP will occur. For a privately contracted service, the 

operational guidelines should be used as part of the contract documents. Guidelines should 

cover the following FFSP topics:

•	 Mission, objectives, roles, priorities, and functions of the program

•	 Contract provisions

– Termination criteria

•	 Operational procedures

– Duties, job description, conduct

– Response priorities

– Routes, vehicle positioning, staging, leaving a scene

– Dispatching

– Communications

– Safety

– Emergency TTC

– Dealing with motorists

– Dealing with motor clubs and towing companies

– Relationships with the TMC and stakeholders

•	 Safety and response procedures
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•	 Disabled vehicles

– Abandoned vehicles

– Relocating vehicles

– Traffic crashes

– HAZMAT

– Vehicle fires

– Debris removal

– Weather

– Construction

•	 Applicable laws, administrative policies, agreements

– Open roads policy

– Move it law

– Liability

– ICS

– Emergency operations plans

– Evacuation

– Interagency cooperation, commitments, and relationships

•	 FFSP policies

– Facility

– Shift change

– Phones

– Parking

– Ride-along

– Record keeping.

4.3.8 Initial Operator Qualifications

One of the biggest challenges that FFSP programs face is driver rotation and turnover. 

Large driver turnover rates will increase costs to the program as it increases the amount of 

time devoted to driver training and reduces the time drivers are operating a vehicle on the 

program’s service routes. FFSP programs can reduce driver turnover and overall program 

cost by paying competitive wages and hiring qualified and skilled drivers. In many cases, 

skills will need to be developed through training programs; however, drivers may already 

have some important skills if they have previous background in towing, automobile repair, 

emergency medical services, or highway maintenance. Hiring individuals with existing skills 

in automobile repair or EMS may be cost probative since these candidates may command 

salaries outside the FFSP program’s budget.

Initially, drivers should have the following minimum qualifications:

•	 18 years of age

•	 High school diploma or General Equivalency Diploma (GED)

•	 Clean criminal background

•	 Applicable Commercial Driver License (CDL)

•	 Clean driving record
51

•	 Ability to work independently

•	 Ability to lift 50 pounds.

4.3.9 Operator Certifications and Training

After the initial hiring, an FFSP program should require and provide training for patrol 

operators before they begin service. Training should involve a combination of classroom 

style and on-the-job training to demonstrate and describe the typical functions, responses, 

and services that the operator will be providing. As a guideline, the program should provide 

annual refresher training to emphasize new policies, procedures, or performance concerns. 

Common training elements include:

•	 TIM program overview, goals, and objectives

•	 FFSP operating guidelines

•	 Vehicle and equipment use and maintenance

•	 Safety policies

•	 Radio and communication procedures

•	 Defensive driving

•	 Ride-along with multiple shifts

– 50 to 200 hours

•	 First aid

•	 CPR

•	 Public relations/customer service

•	 Maintenance of traffic/emergency TTC

•	 Vehicle recovery procedures

•	 Work site protection

•	 Extinguishing vehicles fires

•	 Minor vehicle repair

•	 ICS consistent with NIMS

•	 Disaster preparedness/evacuations

•	 HAZMAT response including the Hazardous Waste Operations and Emergency 

Response Standard (HAZWOPER) administered by the Occupational Safety and Health 

Administration (OSHA).

Depending on the operational policies and the overall goals of the FFSP program, the 

following formal certifications may further develop highly skilled and trained operators. 

These certifications typically require ongoing refresher courses and tests, and can be used 

to train drivers externally rather than relying on internally developed training materials:

•	 International Municipal Signal Association (IMSA), Work Zone Traffic Control Safety

•	 American Traffic Safety Services Association (ATSSA), Traffic Control Technician

•	 Red Cross, First Aid

•	 Red Cross, CPR

•	 Department of Homeland Security, Highway Watch

•	 Wreckmaster, Towing and Recovery Operations Specialist
52

•	 National Automotive Technicians Education Foundation, National Certified Automotive 

Technician

•	 State certified, Emergency Medical Technician

•	 State certified, Fire Fighter

•	 State certified, Animal Control Officer

•	 Federal Emergency Management Association, National Incident Management System 

ICS-100

•	 Federal Emergency Management Association, National Incident Management System 

ICS-200

4.3.10 Costs

As previously mentioned, the size of the program and operational policies will drive the 

overall cost and annual budget. Existing service patrol programs using private contractors 

range in cost per service hour from $35 to $98, depending on the area and service vehicle 

used. Individual factors that influence the overall program cost include:

•	 Operator wages

– Qualifications

•	 Operator benefits

•	 Operator training and certifications

•	 Vehicle procurement

•	 Vehicle maintenance

•	 Fuel

•	 Equipment procurement

•	 Equipment maintenance and replenishment

•	 Administrative cost.

4.3.11 Communications and Dispatching

FFSP communications and dispatching should be closely integrated with TMC operations. 

This is best accomplished with two-way radios, but cellular telephones can also be used as 

a communication tool. Although an FFSP is routinely patrolling the highway system, it is not 

reasonable to expect that the patrol vehicle will detect all incidents. Some incidents will be 

detected by law enforcement, TMC operators, or by other motorists reporting an incident 

to a 911 operator. As a result, the FFSP operator will typically rely on a dispatcher to report 

incident locations and details to aid in quicker response. In turn, the FFSP dispatcher will 

need close and convenient communications with the TMC operators and with public safety 

and 911 operators. Depending on the anticipated workloads of the TMC and public safety 

operators, these individuals could also serve as the FFSP dispatcher.

Consistent with NIMS/ICS protocol, using common plain language is preferred when 

communicating between the operator and dispatcher and between operators. 

Communications should be limited to incident-related details and focus on the who, what, 

and where of the incident. When the FFSP operator has direct linkage to the TMC, incident 

situations and impacts such as lane closures can be disseminated quickly onto DMS to 
53

provide real-time traveler information and safety messages to motorists approaching the 

incident.

The close coordination required between the FFSP operator and law-enforcement agency 

personnel requires two-way communications with law enforcement. This requirement can 

be fulfilled by having the FFSP operator carry a law enforcement radio. The radio may be 

preprogrammed with only car-to-car channels to allow the FFSP to listen to information 

relayed about highway incidents but eliminate law enforcement concerns about private 

communication. More importantly, it will allow the FFSP operator to have on-scene communications with law enforcement personnel to coordinate emergency TTC with on-scene law 

enforcement officers to coordinate traffic flows and emergency TTC. The law enforcement 

officer may require a shift in the emergency TTC or may want to indicate that the scene 

is clear and the roadway should be opened to traffic. When the incident scene is large, 

personnel may be spread out over an extended area, and the emergency TTC may be set for 

an extended period of time. Consequently, communications may not be as efficient for both 

parties without two-way radios. 

To further aid in communication, the FFSP cellular telephone should be preprogrammed 

with important telephone numbers of potential responding agencies, emergency management personnel, local transportation personnel, on-call supervisors, and managers.

4.3.12 Automatic Vehicle Location

As an option, the FFSP vehicles may be equipped with an AVL system to help inform 

dispatchers of the FFSP vehicle location, status, and speed. This information can help 

dispatchers identify the closest and most appropriate FFSP vehicle to respond to an incident location.

4.3.13 Record Keeping 

FFSP activity should be well-documented to help identify total assist records, driver performance, quality control, and incident reviews. The information used to establish performance measures will help support funding and provide key information to decision-makers.

Each FFSP operator should have log sheets and document information related to each assist 

and incident. The following information should be recorded on an activity/log sheet:

•	 Dispatch time

•	 Arrival time

•	 Departure time

•	 Incident type or nature

•	 Location (mile marker, cross street, or landmark)

•	 Vehicle identification number

•	 License plate number and state

•	 Vehicle make

•	 Vehicle model

•	 Vehicle year

•	 Vehicle color
54

•	 Services rendered.

Another alternative is for operators to use laptop computers similar to a law enforcement 

mobile data terminal to record logs and transmit the activity to a central database. These 

systems can be set up to transmit the data in real-time and catalog entries without manual 

data entry.

FFSP managers should place activity logs into a database to document and record overall 

program statistics. This information can be used to create annual reports, determine trends 

in activity, determine activity in specific service areas, and provide valuable information 

about the performance of the overall program.

Another FFSP program record-keeping activity involves reviewing and logging comment 

cards received from assisted motorists. This information can be used to support funding, 

gauge public support for the service, and assess driver performance. The comment cards 

require no return postage and request basic information: the name and contact information 

of the assisted motorist; the services provided to the motorist; the day, time, and location of 

the assist; the general performance of the FFSP operator; and room for general comments.

4.3.14 Emergency Temporary Traffic Control

The vast majority of traffic control operations that FFSPs provide are in emergency or shortterm situations in response to traffic incidents. MUTCD Chapters 6G and 6I address controlling traffic for TTC zone activities and incident management areas. Because major incident 

durations may exceed more than 1 hour and FFSP operations may extend into nighttime 

hours, the MUTCD requires using retroreflective and illuminated devices. 

The MUTCD Chapter 6I states that, “The primary functions of TTC at a traffic incident management area are to move road users reasonably safely and expeditiously past or around the traffic 

incident, to reduce the likelihood of secondary traffic crashes, and to preclude unnecessary use 

of the surrounding local road system.” FFSP operators should be trained in safe practices for 

accomplishing TTC. At incident scenes, FFSP operators should also:

•	 Be aware of their own visibility to oncoming traffic

•	 Move traffic incidents as far off the traveled roadway as possible

•	 Provide appropriate warning to oncoming traffic

•	 Estimate the magnitude and duration of the traffic incident

•	 Estimate the expected vehicle queue length

•	 Set up appropriate TTC.

As guidance, the MUTCD states that warning and guide signs used for TTC incident 

management situations may have a black legend and border with a fluorescent pink background. As a basic guideline, the FFSP should carry a truck-mounted arrow board, retroreflective cones, flares, and retroreflective signs to set up short-term emergency shoulder or 

lane closures.

In emergency situations, the FFSP should use “on-hand” TTC devices for the initial response, 

and the TTC devices should not create an additional hazard. Typical applications of TTC are 

found in the MUTCD’s Chapter 6H and represent a variety of conditions used for temporary 
55

work zones and maintenance operations. It is not reasonable to expect the FFSP to be able 

to store and carry the types and numbers of TTC devices (such as barriers, barrels, flashers, 

signs, and arrow panels). These devices may be required for a longer-term situation on a 

high-volume, high-speed facility to set up appropriate advance warnings, tapers, or closures 

within the traveled way to provide an appropriate TIM responder work space. Many of the 

TTC applications for shoulder, lane, etc., closures in Chapter 6H can be emulated for longterm major incidents, but are not reasonable for shorter-term emergency situations because 

the set up time of the TTC will take longer than the clearance time of the incident. Because 

of the number and types of devices required for intermediate- or long-term closures, an 

FFSP should consider contacting department of transportation maintenance or other traffic 

control support personnel to set up TTC that is more appropriate for major incidents that 

generate longer vehicle queues. FFSP should seek additional TTC assistance for traffic incidents that have durations estimated as greater than 2 hours. 

4.3.15 Suggested Emergency Traffic Control Procedures

4.3.15.1 Vehicle Placement

When the FFSP first arrives at a scene, the vehicle should be positioned to protect the incident scene and prevent additional crashes. Using warning lights and, if available, a dynamic 

message or arrow sign, will help establish better visibility of the FFSP vehicle. After assessing 

the scene, establishing the appropriate response, and arranging for appropriate emergency 

services if needed, the FFSP should implement the on-hand traffic control devices. In cases 

where no injuries have occurred and the vehicle can be moved, at the direction of law 

enforcement, the FFSP should mark the vehicle(s) final resting positions for future traffic 

crash investigation and relocate the vehicle to the shoulder or another safe area.

When the FFSP is a secondary responder, similar procedures are followed, but the FFSP 

operator should report to the Incident Commander (IC) and assess the situation to determine the appropriate TTC procedures.

In most situations such as a shoulder assist or when a lane is blocked, the FFSP should 

position the vehicle about two or three car lengths behind the site and at a location that 

provides adequate 

visibility and warning to 

approaching vehicles. 

The FFSP should take 

extra care not to block 

emergency vehicles 

from maneuvering 

in, around, or away 

from the incident 

scene. As part of an 

FFSP program, basic 

diagrams should be 

developed to 

illustrate the Minnesota Department of Transportation arrow truck diverting traffic around incident

Minnesota Department of Transportation
56

preferred placement of the vehicle to be consistent with procedures and preferences of TIM 

responder and law enforcement agencies.

4.3.15.2 Emergency Lights, Arrow Boards, Cones, and Signs

MUTCD Section 6I.05 supports using emergency vehicle lighting as an essential action for 

the safety of TIM responders and persons involved in the traffic incident. However, emergency lighting should only be considered as a warning because it does not provide positive and effective traffic control. Furthermore, emergency lights at night can often confuse 

and distract motorists. If effective positive traffic control is established with appropriate 

traffic control devices, the use of emergency lights can be reduced. When appropriate, 

forward-facing emergency lights should be turned off once on scene. Despite the guidance 

provided by the MUTCD, a vehicle with emergency lights is commonly considered a traffic 

control device; however, a more effective and positive traffic control procedure is to use 

a truck-mounted dynamic message or arrow sign. A dynamic message or arrow sign aids 

in communicating the direction road users need to take to maneuver around the incident 

scene more safely and expeditiously. Using on-hand cones and signs can provide additional 

advance warning, tapers, and positive traffic control in advance of the FFSP vehicle and 

around the incident scene. Typically, an arrow will indicate a positive direction away from a 

blocked lane while a straight line or caution mode would indicate a shoulder closure. 

When a lane is closed, vehicles in the blocked lane will need to merge with adjacent lanes, 

causing disruption. Cones placed several hundred feet upstream of the FFSP vehicle and 

incident scene can help move this traffic disruption away from the immediate scene and 

away from TIM responders, the FFSP, and persons involved in the incident. Traffic cones 

placed in a taper alignment also help to provide positive TTC to motorists to maneuver 

around the scene safely and expeditiously. In combination with traffic cones, placing 

warning signs will also help emphasize the closure, provide positive guidance to motorists, and secure the incident scene. Correctly placing cones and TTC devices is critical in 

providing motorists sufficient visibility and warning to react without creating a danger to 

other traffic, to TIM responders at the scene, and to the scene itself.

After the appropriate TTC devices have been placed, the FFSP should determine the value 

of providing additional positive manual traffic control at the scene by flagging traffic 

around the scene. The FFSP should be trained and qualified to provide flagging operations.

In addition to the incident scene itself, the FFSP operators should pay attention to the back 

of the queue. If possible, more TTC or FFSP vehicles can be positioned in advance of the 

back of the queue to provide advanced warning to approaching vehicles. This action helps 

prevent secondary crashes.

4.3.15.3 Typical Emergency Traffic Control Plans

An FFSP operator should be trained and capable of quickly and safely setting up the 

emergency TTC for traffic incident scenes likely to be encountered. An FFSP should develop 

typical diagrams to illustrate the preferred placement of vehicles, cones, signs, arrow 

boards, and flagging operations in relation to the incident scene. The following list of typical 

incident situations should be used as a guide to develop local procedures for TTC:
57

•	 Disabled vehicle on shoulder/shoulder assist

•	 Single lane closure (right or left lane)

•	 Center lane blocked

•	 Two lanes blocked

•	 All lanes blocked

•	 All lanes blocked with detour.

To quickly set up these typical closures, the FFSP should be equipped with the following:

•	 Truck-mounted dynamic message or arrow sign

•	 Minimum of 16 retroreflective traffic cones

•	 Flares

•	 Flags for flagging operations

•	 Retroreflective traffic vests.

•	 If space is available on the FFSP vehicle, it would assist in providing positive traffic control 

by having several traffic incident management area signs as illustrated in the MUTCD, 

Figure 6I-1.

4.3.16 National Incident Management System / Incident Command System

The FFSP should follow the NIMS and use the ICS for activities associated with traffic incidents. The National Fire Service IMS Consortium published the Model Procedures Guide for 

Highway Incidents, which offers an initial design document in which an FFSP agency can 

work with other regional organizations to develop and build on joint operating procedures. 

The procedures should apply to routine incidents and large, complicated, and unexpected 

major disasters. The FHWA has also published the Simplified Guide to the Incident Command 

System for Transportation Professionals. This guide introduces ICS to those who must provide 

specific expertise, aid or material during highway incidents but who may be unfamiliar with 

ICS organization and operations. FFSP operators, supervisors, managers, and administrators should be trained in using NIMS, the organizational structure, and the unified approach 

concept at the core of the command and management system. The Federal Emergency 

Management Agency’s (FEMA) NIMS provides a template for governments to work together 

to prepare for, prevent, respond to, recover from, and mitigate the effects of incidents. 

Under ICS, the IC is responsible for managing all incident operations. The first arriving unit 

assumes command and identifies an IC until a higher ranking officer arrives on scene and 

assumes command. As such, if an FFSP is the first arriving unit, it should assume command. 

Upon arrival, the law enforcement or other TIM responder will typically assume command. 

The transfer of command is announced and the former IC is reassigned to other responsibilities. Typical responsibilities assigned to the FFSP will be traffic control duties in support of 

the incident operations. When the FFSP responds to an incident as a secondary responder 

(e.g., not the first arriving unit), the FFSP should follow standard procedures in arriving at 

the scene and then report to the IC.

The organizational structure of ICS is modular in nature and can expand as the complexity 

of the incident escalates. In more complex cases, sections and branches may be implemented within the command organization structure, and the FFSP may find itself reporting 
58

to a Section Chief or Branch Director rather than directly to the IC. An FFSP operator should 

be prepared to be a group leader assigned to a specific functional assignment. In most 

cases, the assignment will be traffic control in and around the incident scene or on emergency alternate routes for diverted traffic. In complex or longer duration incidents, the FFSP 

operator should be prepared to elevate the situation to a supervisor or manager and be 

prepared to request, organize, and assemble additional traffic control resources.

4.3.17 Program Performance Monitoring

Measuring program performance is a critical step in monitoring its progress and overall 

success. It is also critical to measure the program so agencies can communicate the benefits 

and successes of the program to decision-makers, policy-makers, sponsoring agencies, and 

the public.

FFSP programs should gather and record data about the number and type of services 

that each service patrol operator delivers. In this manner, statistical analysis can be used 

to develop trends and comparisons about service areas, service hours, types of services 

rendered, times of the year, etc. When tracked properly and linked with a dispatch center 

such as a TMC, statistics should also be kept about response times, incident durations, incident clearance times, lane blockages, and incident severity. This data will help identify the 

program performance relative to its impact on quick clearance and congestion. Lastly, the 

condition of the FFSP vehicles should also be monitored by monthly inspections and data 

collected about vehicle miles, maintenance needs, fuel efficiency, and equipment used.

The agency can use the compiled program data to evaluate its performance and identify 

performance gaps. This data can also be used to quantify the benefit relative to its cost in 

bolstering support for its continued or expanded funding.

A basic, but important, way to monitor and track program performance is by using 

comment cards/survey forms. At the end of each service call, an FFSP should provide the 

assisted motorist with a self-addressed, stamped feedback/ survey card. The FFSP should 

maintain a record of the returned cards to gauge and track customer satisfaction with the 

program. Motorists’ comments and suggestions can be used as supporting documentation 

concerning the benefits of the FFSP program and can also be used to evaluate individual 

drivers. Negative comments about FFSP drivers should be investigated and, if found to be 

valid, result in performance reviews, warnings, suspensions, and dismissals if continued 

negative reviews are received. The survey responses should also be used to award drivers 

for superior performance. In addition to citizen feedback, driver performance should 

also be tracked based on monthly inspections, crash history, and number of service calls 

performed.

4.4 Modes of Operation 

4.4.1 Disaster Preparedness

Section 4.1 discussed the standard day-to-day operational FFSP objectives. While current 

programs have different procedures and policies in place for responding to natural disas-
59

ters, an FFSP should be a key component of a region’s overall emergency response plan 

relative to traffic control assistance within the framework of the NIMS/ICS. For example, a 

disaster happens and an evacuation route is implemented so keeping the route cleared of 

incidents becomes even more critical than during the FFSP’s standard operating hours.

In the case of a disaster, natural or otherwise, the FFSP should maintain its overall operational objectives and perform its normal services to keep highway traffic moving. As part of 

a region’s overall plan, the FFSP should be prepared to:

•	 Perform its normal services along an evacuation route

– May require expanding the FFSP program service area

•	 Assist motorists with fuel, water, and minor repairs along an evacuation route

•	 Add vehicles to facilitate traffic control

•	 Assist highway patrols and public safety

•	 Implement alternate route or emergency detour plans

•	 Assist with contra flow traffic operations

•	 Block roadway entrance and exit ramps

•	 Assist with equipment support and equipment routing

•	 Manually operate traffic signals.

4.4.2 Planned Special Events

Similarly, FFSP programs can facilitate traffic control and clear incidents for planned special 

events. This approach may require the program to expand its service area and service hours 

to provide assistance during the event.

4.5 User Involvement, Interaction, Roles, and Responsibilities

FFSPs have contact and interact with many users on the highway system. During normal 

operations or major unexpected incidents, an FFSP will interact with TIM responders from 

law enforcement, fire and rescue, EMS, departments of transportation, towing and recovery 

companies, the media, public information officials, travelers, and road users. Section 2.3 

detailed these interactions. In an ideal situation, an FFSP is a major component of an 

ongoing, sustained TIM program. In this context, FFSPs should be regular participants in 

incident debriefs and after-action reviews. Also, a TIM program can serve as the foundation for building relationships between stakeholder agencies involved in highway incident 

response and interactions with an FFSP. Other key FFSP interactions are its communication 

with a regional TMC and its integration within defined procedural guidelines of a regional 

TIM program. The following list explains the general roles and responsibilities of FFSP users. 

Note that some roles and responsibilities can be combined into one overall position.

•	 FFSP Operator (Driver) - Serves as the frontline contact to deliver the services, activities, 

and functions of an FFSP. Operates the vehicle, patrols the highways, coordinates with 

other on-scene TIM responders, and provides service and assistance to motorists.

•	 FFSP Dispatcher - Communicates incident information to the FFSP operators. Some 

of this information is likely to be relayed from other sources such as law enforcement 

personnel, other motorists, or the TMC operator.
60

•	 TMC Operator - Monitors and operates the traffic management system. Incident 

information requiring an FFSP response is relayed to the FFSP dispatcher. Similarly, the 

FFSP relays information to the TMC Operator who collects traveler information and 

coordinates traffic management actions.

•	 FFSP Supervisor - Administers and develops operator schedules to deliver the services 

across the prescribed service area and service hours. Supervises and monitors daily 

operations. Provides quality control checks, provides operator performance reviews, and 

is prepared to call-in additional operators for major incidents. Maintains employee files, 

training records, and activity logs.

•	 FFSP Fleet Maintenance Manager - Administers and maintains the service patrol fleet of 

vehicles. Can provide vehicle and equipment inspections. 

•	 FFSP Trainer - Coordinates the implementation of operator orientation and training. 

Ensures that each operator complies with the training and certification requirements.

•	 FFSP Hiring Manager - Interviews candidates and ensures potential candidates meet 

minimum qualifications. Ensures that agency hiring procedures are followed. Ensures that 

necessary background checks are performed concerning driver and criminal records.

•	 FFSP Manager - Supervises overall day-to-day operations and oversight of an FFSP. 

Manages the FFSP vision, direction, goals, functional description, policy, procedural 

guidelines, and performance. Key participant in the overall integration of an FFSP into 

a comprehensive TIM program. Establishes and maintains partnership agreements 

with stakeholder agencies about operational guidelines. If the FFSP is contracted to a 

private operator, this position is likely to remain staffed by the funding agency to oversee 

contractual obligations and overall program performance.

•	 Law Enforcement and Emergency Services - Works closely with law enforcement and 

emergency services to assist them in making the incident scene safe and provides 

positive TTC to move motorists expeditiously around the incident. Responds and 

assumes command of the scene when property damage and injuries have occurred. 

FFSPs should be prepared to implement emergency TTC activities as part of the overall 

scene management, but also provide the IC updates about the status of activities and 

suggestions for keeping traffic moving.

•	 Towing and Recovery - Required in cases where the FFSP is not able to remove vehicles 

from the traveled way to a safe area. Most regions have a rotating list of pre-qualified 

towing companies for specific service areas. Transportation or law enforcement agencies 

maintain these lists, and the FFSP should contact these agencies to dispatch the towing 

agency when appropriate.

•	 All FFSP operators and personnel shall display professional and courteous conduct at all 

times. The FFSP should not accept gratuities or fees for services rendered to motorists. 

FFSPs should have procedures to handle FFSP cell phone use by motorists and guidance 

for transporting motorists.
61

4.6 Support Environment

A department of transportation, a law enforcement agency, or a privately contracted 

service with a private corporation can operate an FFSP. Regardless of the administrative 

mechanism for operating the FFSP, a support environment will need to be created and 

maintained to ensure continued overall success.

•	 Funding - Identifying the funding sources and programming money to meet anticipated 

capital and operations costs is fundamental to starting, sustaining, or enhancing a 

program. Section 4.2 provides guidelines for funding sources and overcoming this 

constraint.

•	 Oversight - FFSP oversight responsibility can vary depending on the agency leading 

the program and the unique organizational structure of that agency. Nonetheless, FFSP 

Manager oversight will be required for an in-house or contracted service. As part of the 

oversight support environment, a clear set of goals, performance measures, procedural 

guidelines, training requirements, and operator qualifications should be established 

to ensure sustainability and consistency of the FFSP. Section 4.3.7 contains suggested 

procedural guidelines and performance measures.

•	 Facilities, Equipment, and Maintenance - An agency operating an FFSP should anticipate 

ongoing operational costs related to the maintenance and replacement of vehicles and 

equipment. Section 4.3.4 addresses the vehicle and equipment guidelines.

•	 Communications - Another fundamental support system for an FFSP is the 

communications link between the FFSP operator/driver and dispatcher, TMC operator, 

law enforcement personnel, or other TIM responder agency. Section 4.3.11 details the 

two-way radios, cellular telephones, and computer-aided-dispatch system for FFSP 

communications.

•	 Partnerships - An FFSP will have many interactions with other stakeholder agencies when 

responding to highway incidents. These agencies are instrumental in keeping highway 

traffic moving and incident-free to fight congestion. An FFSP will be more successful 

when it has the collaborative support of law enforcement and TIM responder agencies. 

This support environment can be formalized with a partnering agreement, MOU, or even 

a mutual aid agreement. Section 2.4.7 discusses these interactions.

•	 Contracting Mechanism - When a private company provides services on behalf of an 

agency sponsoring the program, the sponsoring agency will need to solicit and procure 

services through a binding contract. When developing a specific contract, the focus 

should be on the type of services required, goals of the program, procedural guidelines, 

service area, service hours, operator and company qualifications, experience, training, 

interaction with stakeholder agencies, and equipment maintenance and replacement.

•	 Outreach - A basic form of outreach is to provide assisted motorists with a comment 

card or brochure. This method provides direct contacts with more information on the 

service and obtains feedback from those the FFSP directly affects. With much variation 

between programs in the U.S. and to a lesser extent within a region, motorists may be 
62

easily confused by the types of services to expect, when services are provided, and on 

the congestion relief benefit gained from the program. An FFSP should develop and 

implement an outreach and public information campaign to make the public aware of 

the program. The more aware the public is about the program service and its benefits, 

the more likely the public is to voice support and influence decision-makers to identify 

funding sources for an FFSP.

4.7 Incremental Priorities

As discussed in Section 4.2, overcoming the constraints would largely be attributed to 

having more funding available to the FFSP program. Assuming the existing program 

already provides the basic services, additional funding will be used on the following priorities to evolve incrementally into an FFSP over time:

•	 Expand service area, increase mileage, add routes

– Incorporate all freeway or turnpike miles

– Increase support to major arterials

•	 Expand service hours in existing operational service areas

– Increase the total service hours of operation

– Add shoulders of peak periods

– Implement a night or weekend shift

– Operate 24 hours, 7-days-a-week 

•	 Additional operator capabilities and pay levels

– Improve operator qualifications, training, certifications, and pay levels (see Sections 

4.3.7 and 4.3.8)

– Provide advancement opportunities for personnel

– Improved skill and education levels

– Increase number of positions for additional operators and mechanics

•	 Update fleet and equipment

– Improve fleet equipment

– Improve radio communication

•	 Increase patrol frequency

– Increase service for an existing patrol area to reduce time for incident detection and 

clearance

•	 Other priorities

– Establish outreach and marketing programs

– Establish regional TIM teams to support local programs.
63

Chapter 5. Service Patrol Telephone 

Survey Results

5.1 Introduction

As part of the project to produce a Full-Function Service Patrol Handbook, a telephone 

survey was conducted to gather information from a variety of agencies around the United 

States that operate service patrols. As part of the survey, additional documentation on 

procedures was requested and supplied by many of the agencies who participated. 

Twenty-seven agencies were contacted and requested to participate in the telephone 

survey. Eighteen agencies completed surveys including the Pennsylvania Department of 

Transportation that completed four separate surveys for each of its districts with service 

patrols in place, so there are 24 completed surveys.

Program Name and Primary City Organization Sponsor

Cares Vans/Samaritan (Boston, Worcester, 

Springfield)

Massachusetts Highway Department

Courtesy Patrol (Dallas) Texas Department of Transportation (TxDOT)

CVS Samaritan Van Program (Boston) Mass Highway/Samaritania, Inc.

Emergency Traffic Patrol (Baltimore, MD; 

Washington, DC; Frederick, MD)

Office of CHART (Coordinated Highways Action 

Response Team), Maryland Department of 

Transportation

Expressway Service Patrol (Allentown, 

Philadelphia, Harrisburg, Pittsburgh)

Pennsylvania Department of Transportation 

(PennDOT)

Freeway Incident Response Safety Team 

(FIRST) (Minneapolis – St. Paul)

Minnesota Department of Transportation (MnDOT)

Freeway Service and Safety Patrol Wisconsin Department of Transportation (WisDOT)

Freeway Service Patrol (Phoenix) Maricopa Association of Governments, Arizona 

Department of Transportation (ADOT), Arizona 

Department of Public Safety (DPS), FHWA

HELP (Nashville, Knoxville, Chattanooga, 

Memphis)

Tennessee Department of Transportation (TDOT)

HERO – Incident Response Units (Atlanta) Georgia Department of Transportation (GDOT)

Highway Emergency Local Patrol (HELP) New York State Department of Transportation 

(NYSDOT)

Incident Management Assistance Patrol 

(IMAP) (Raleigh, Durham, Greensboro, 

Winston Salem, Charlotte, Asheville, I-40 in 

Pigeon River Gorge)

North Carolina Department of Transportation 

(NCDOT)
64

Program Name and Primary City Organization Sponsor

Incident Response Units (Seattle, Tacoma) Washington State Department of Transportation 

(WSDOT)

Minutemen (Emergency Traffic Patrol) Illinois Department of Transportation (IDOT)

Motorist Assistance Patrol (Baton Rouge, 

New Orleans, Shreveport, Lake Charles)

Louisiana Department of Transportation and 

Development (DOTD)

Motorist Assistance Program (Kansas City, 

Topeka, Wichita)

Kansas Department of Transportation (KDOT)

Motorist Assistance Program (Houston) Houston Metro Police Department

Region 1 Incident Response (formerly 

COMET- Corridor Management Teams)

Oregon Department of Transportation (ODOT)

Road Ranger Service Patrol (all major urban 

areas)

Florida Department of Transportation (FDOT)

San Diego Regional Freeway Service California Highway Patrol

State Farm Safety Patrol (PA Turnpike – 530 

miles)

Pennsylvania Turnpike Commission

The following pages present the survey questions and a high-level summary of the 

responses received. Note that all responses shown below are individual, but if the same 

response appeared more than once, the number of such responses is shown in parentheses 

after the response. Some similar responses have been grouped together. 

5.2 Program Initiation and Funding

1. How was the program initiated? 

•	 Program initiated by:

– DOT headquarters and/or district incident management (7)

– DOT construction project (2)

– DOT special event (Olympics) 

– DOT coordinating with towing contractors and police departments 

– DOT Intelligent Transportation System (ITS) Plan 

– Highway Patrol and DOT joint project 

– Highway Patrol, DOT, transportation authority 

– Local police department 

– Metropolitan planning organization (MPO) (2)

– Pilot program expanded after an evaluation

– Private sector converted to public sector 

– Private sector 

– Sheriff and tollway authority joint venture 

– Turnpike Commission

What institutional issues had to be addressed prior to the program starting?
65

•	 Available permanent DOT positions (temporary positions initially funded through 

federal construction funds)

•	 Definition of what good incident management looks like

•	 Funding

•	 Hours of operation

•	 Legal limits of responding to incidents as a DOT

•	 Legislative approval for new positions for operators or shifting them within the 

agency

•	 Quick clearance of incidents

•	 Number of miles covered

•	 Number of trucks needed

•	 Obtaining concurrence from DOT union representatives

•	 Overcoming traditional role of road-building agency to be multi-dimensional

•	 Political concerns

•	 Program administration

•	 Role of DOT in response to freeway incidents

•	 Size of the program

•	 State patrol opposition (2)

•	 Traffic Management Center (TMC) operators for dispatch

•	 Towing company opposition (3)

•	 Understanding various agency roles and responsibilities

•	 Working with other first responders.

2. Who funds/sponsors the service patrol (public agency, private agency, 

multiple agencies, etc.)?

•	 Sponsoring agency:

– DOT (12)

– Sheriff and tollway authority 

– DOT and MPO 

– MPO

– Sheriff, Houston Automobile Dealers Association, Houston Metro, TxDOT, Verizon 

Wireless

– Private sector – CVS Pharmacy

– Turnpike maintenance budget

•	 Funding:

– Congestion Mitigation Air Quality (CMAQ) funds (2)

– Department of Public Safety

– Federal highway funds (4)

– Federal surface transportation funds (STP)

– MPO 

– State legislative appropriations

– State operations and maintenance funds
66

– State traffic, safety and operations funds

– Turnpike funds

3. Does the sponsoring agency operate the service patrol or are the services 

contracted? 

•	 Operators:

– Contracted out (7)

– Sponsoring agency (7)

– Some in-house, some contracted 

– California DOT (Caltrans), California Highway Patrol (CHP), San Diego Association of 

Governments (SANDAG) 

– Contracted out with private companies and sheriff’s office

– Department of Public Safety 

– Highway patrol 

– Sheriff’s office 

– Sometimes contracted out as part of a construction project 

How was this decision made?

– Contracted because it was the only way to get the program going at the time

– Cost to operate the service (i.e., who could do it less expensively?)

– Could not add DOT staff

– In-house since had funding and positions

– In-house since private companies don’t have same interest in getting roads 

opened after incidents as DOT does

– In-house trained maintenance technicians can do the job

– MPO decision

– Private, non-profit stopped operating service so DOT contracted it out to a new 

operator

– Saw service patrol as an advertising mechanism for DOT customer service so 

operate in-house

– Sponsoring agency had insufficient resources to operate the service

4. Who is responsible for day-to-day oversight of the patrols (comments noted 

as sub bullets below each category as needed)? 

•	 DOT (7)

– DOT TMC Manager/Supervisor (3)

– 100 percent of our program is currently run with either permanent or temporary 

NCDOT employees. We do not contract any of our programs, but are investigating 

this practice along with public-private partnerships. NCDOT is broken into 14 

Divisions, of which 7 Divisions currently have service patrols. The Division’s staff is 

directly responsible for day-to-day activities.

– One person manages the program statewide, and each region has a regional 

Incident Response (IR) supervisor.
67

– Each district has a program manager that supervises the contract and works with 

the contractor and supervisory personnel are included in the contract. FDOT 

management personnel are not.

– State operated – Person oversees state, each of four cities has own coordinator.

•	 Contractor (2)

– Contractor supervisor 

– Samaritania, Inc. has operations oversight but work together with patrolling 

authority, DOT, or other transportation authority

•	 Public Safety Agency (5)

– CHP is responsible for the day-to-day oversight of the tow trucks. Each contracted 

tow company has a lead driver that is used as a go between for the companies

– Department of Public Safety

– Kansas Highway Patrol (KHP) is responsible for day-to-day operations and the KHP 

provides supervisory personnel

– Metro Police Department

– Sheriff’s Office 

•	 Other

– Pennsylvania Turnpike Commission (PTC) Maintenance Section Foreman supervises 

the service patrol personnel 

If contracted, are supervisory personnel accounted for in the contract?

•	 Consultants under contract dispatch/log contracted out service patrol activities

•	 Contact DOT TMC operator to check in at start of shift—paid for hours worked

•	 Contractors supervise; DOT spot checks

•	 DOT

•	 Supervisory personnel are accounted for in the hourly rate bid/contract for the service 

(2)

•	 Supervisory personnel are not specifically accounted 

•	 Project engineers inspect the vehicles

5. A: How is the program funded? What sources of funding are used (federal, 

state, local, etc.)?

•	 Federal and State funds:

– 80 percent Federal, 20 percent State (6)

	80 percent Federal Surface Transportation funds, 20 percent general State 

highway fund; CMAQ was 90 percent of start-up money

– Federal and State funds (2)

– Federal Funds (R-4049)

– CMAQ grants were used for the first 2 years. After the 2nd year, the State started 

paying for another 3 years. Funded 100 percent of the cost, 2004—developed a 

regional transportation plan, included 20 years of funding, part of regional funding 

(mix of federal and state)
68

– Federal funds (CMAQ) have been used to expand the program. Otherwise, it is 

mostly funded with state funds.

– National Highway System (NHS) funds

•	 State funds:

– 100 percent State funds (4)

– 100 percent State general revenue funds

– State operations budget

– The program is funded through State revenues out of the DOT trust fund. These 

costs are shared primarily through the Traffic Operations and Maintenance 

sections.

•	 Other funds:

– 80 percent Federal, 20 percent State, $500,000 from private insurance company

– 80 percent Federal, 16 percent State, 4 percent North Texas Tollway Authority 

(NTTA)

– All the sponsors including METRO police department

– Federal, State, and local MPO 

– State and local 25 percent match

– PTC funded

B: What is the annual operating budget? How many vehicles and personnel 

(service patrol operators and/or administrative support) does this budget 

cover? 

Annual Budget Number/Types of 

Vehicles

Number of Personnel Comments

$275,000, plus $85,000 for 

consultant dispatchers (one per 

shift)

2 vehicles and 1 spare 

vehicle

2 drivers Operates M-F, 6-9 am and 

3-7 pm

$375,000 3 trucks for 7.5 hours 

per day

Annual budgets are between 

$400,000 and $2 million (in 

various states)

6 vehicles

15 – 20 vehicles

8 – 12 operators Hours are a big part of the 

cost. Can reduce costs by 

having people work less 

days but longer days, a little 

overtime saves some money, 

textbook is 6am-6pm = 2 

operators and 2 vehicles. 

People in the private sector 

are much more dedicated to 

their job.

$450,000 (budget for new trucks 

every 3 years @ $150,000)
69

Annual Budget Number/Types of 

Vehicles

Number of Personnel Comments

Annual operating budget 

varies depending on vehicle 

replacement schedules has 

been approximately $1 million 

in recent years. Budget for FY 

2008 is $1.3 million due to 

vehicle replacement.

18 vehicles 18 SP operators on 3 area patrols 

and 2 Traffic System Operators 

located at KC Scout TMC

$1.2 million 6

Approximately $1.2 million Costs are rising because still 

building road miles, so have 

to expand service

$1.3 million 13 trucks including 2 

spares

18 drivers, 2 supervisors, 1 

manager

Fully staffed would be 20 

drivers

$1.61 million + $1.58 million for 

the TMOC

11 trucks 9 full time responders + 10 full 

time dispatchers for TMOC

$1.7 million 18 trucks 18 deputies drive the trucks

$1.89 million 9 vehicles, 3 @ rate of 

$52 per hour and 6 @ 

rate of $98.90 per hour

Contracts bid at different 

times, expect future bids to 

be at higher rate

$2.2 million 22 routes with 26 

vehicles 

Van on call on each route + 

4 extra

About $3.06 million 21 first responder 

vehicles

85 employees Operate 24/7

$3.25 million 19 trucks (F-350 trucks, 

utility trucks, equipped 

with various items)

45 personnel

$3.5 million plus

$250,000

10 vehicles plus

2 vehicles 

10 operators plus

2 operators

Baton Rouge, New Orleans, 

Shreveport, and Lake Charles

About $7 million Approximately 50 

vehicles

72 drivers and 4 supervisors 3 shifts

About $7.5 million Approximately 80 

vehicles

Approximately 80 staff 

Just over $8 million Including maintenance, ITS 

devices, vehicles, and salaries

$8 million +/- 6 supervisors trucks, 

and 6 other trucks 

(spares, sand truck, 

traffic control vehicle)

54 permanent drivers, 16 

temporary drivers, 14 supervisors, 

58 IMAP (Incident Management 

Assistance Patrols) trucks

Supervisory positions include 

3 Incident Management 

Engineer positions

$9.5 million 55 vehicles Fully staffed is 55 Close to 50 staff right now

Last year’s budget was 

approximately $19 million

Currently have 126 

vehicles. This may 

change because a new 

contractor is coming 

on board

We have 200 Road Rangers, 

6 defined supervisors, and a 

limited (undefined number of 

clerks/admin support staff) 

working under several different 

contractors
70

Annual Budget Number/Types of 

Vehicles

Number of Personnel Comments

In fiscal year 2006/07, the state 

allocated $25.5 million to the 

13 locally run FSP programs 

and $4.0 million to CHP for 

field supervisors and training 

activities. Local transportation 

agency partners that run each 

program are required to provide 

25 percent matching funds.

In fiscal year 2006/07, 

the State’s 13 FSP 

programs operated 

149 beats with 351 

trucks (during the 

pm peak period) 

over 1,650 centerline 

freeway miles.

CHP has 23 full-time dedicated 

officers assigned to the FSP 

program and 6 part-time officers. 

Administrative staff support 

includes 2 sergeants, 15 public 

safety dispatchers, 2 associate 

governmental program analysts, 

and 1 staff services manager.

C: Has a public private partnership (PPP) ever been pursued to fund, 

partially fund, or sponsor the program? Why or why not? Are there restrictions within your agency that preclude you from pursuing a private partnership? If you have a PPP, what does the private sector provide and what 

recognition do they receive (e.g., logo on vehicle, mention on Web site, 

etc.)?

•	 No (11):

– A public private partnership has not been pursued to my knowledge.

– Don’t think so/don’t know. (2)

– No guidance from the State DOT on how to do that.

– Previous public private partnership failed, did not want to do that again.

– Questions have come up recently. Main understanding is that we cannot mix 

private dollars with national highway funds. So it’s never been pursued. Now, it is 

kind of changing, and we may be looking at ways to do PPP as far as advertising on 

trucks to help fund the 20 percent of 80/20 match. But, this is in the early stages of 

discussion.

– Restrictions within agency. They are currently talking to legislative party to do this, 

but nothing is in writing.

– Since legislation provided funded positions for the operations of the program, 

external funding was not required.

– Wanted service to begin soon and did not want lengthy negotiations and contract 

approval.

•	 Yes, at some point:

– AAA was a partner in the building (for the pilot project); no involvement now.

– Renegotiations underway; had difficulty getting funds funneled to them.

– We contracted with the tow industry before (towing courtesy service patrols). We 

received federal funds to do this, but we don’t have the funds now to continue. 

So, we’re not currently doing it. We’re providing morning and afternoon patrols 

in Tacoma and Seattle, but federal source has dried up. We put our logo on their 

vehicles, with signs on front that said DOT service patrol, but only when working in 

service patrol capacity.
71

– We specialize in providing public sector sponsorship of our programs (from a 

private provider).

– We have a public private partnership with SANDAG, Caltrans, and CHP. The 

SANDAG logo is used on all of the trucks along with a sign that says Freeway 

Service Patrol only during FSP service hours. Inside of the FSP sign, the CHP, 

Caltrans, and SANDAG logos are used.

– We currently have entered into a P3 with State Farm Insurance in which we 

received $1.4 million over a 3-year contract with a renewal after that point. The 1st 

responder vehicles have been wrapped with the State Farm and the PTC logos.

– WisDOT is currently considering pursuing a PPP. Funding levels for the program 

have remained constant and a PPP provides one potential avenue to expand the 

program. Thus far, WisDOT has not identified any restrictions that will preclude us 

from pursuing a PPP. If WisDOT moves forward, it has been determined that a RFP 

for sponsorship would have to be issued to ensure fair opportunity. 

•	 Considered it:

– Analyzed it and decided government employees had more authority to do things.

– Analyzed it and decided State Patrol and other responders were more effective.

– Considered allowing advertising on trucks but would require state legislation to 

allow it.

– Currently, do not have PPP but are entertaining the idea. We have nothing 

restricting this program currently.

– Received one proposal; however, consideration of the proposal is currently on 

hold. Additionally, the FDOT Executive Board believed that the amount offered was 

not in our best interest.

D: What is the contracted hourly rate for service?

Hourly Rate Comments

Roughly $13 per hour Pay will increase to $15 per hour in 2008

Range is $20 to $27 per hour Hourly rate depends on the level of each deputy

Varies among the district from $35.00 per hour 

to $45.00 per hour for the service contracts

Varies from $47.00 per hour to $80.00 per hour

$ 50 per hour Includes maintenance, operations, fuels, and 

supervisor costs

$52 to $98.90 per hour

$61.27 per hour

$62 per hour

$64.45 per hours

$65 in Seattle, and $54.19 in Tacoma per hour 

in around 2002 or 2003

Done some recent things in conjunction with 

construction projects. Last summer, we did a few 

short projects in Tacoma for $75 per hour
72

Hourly Rate Comments

$69 to $79 depending on area and vehicles

$69.94 per vehicle Consultant dispatcher is $13 to $14 per hour

In San Diego County, we use two tow companies 

and the hourly rate is negotiated upon renewal of 

the contract

6. A: What are the institutional relationships of the service patrols with other 

responding partners? 

Key to table: Strong relationship shown as full dark circle; no relationship is an open circle; coordination relationship is partially full circle; no comment made on survey is no circle.

DOT/

Service 

Patrol

EMS Fire Local 

Police

MPO None State 

Police

PTC 

TMC

Toll 

firms

Comments

4 0 4 Have State Police radios and dispatch (may switch to 

GPS)

4 4 4 4 DOT relieves some burden from state police

4 4

4 4 4 4 Know scene is controlled by others and offer assistance

4 4 4 4 4 Also towing companies. Normally provide traffic control 

for the State Patrol and remain there until the incident 

clears or, for major incidents, until Metro Maintenance 

arrives to take over traffic control. We are working on 

“tow authority” legislation so we can call for tows on 

abandoned vehicles

2 4 4 Coordinate with DOT

4 4 4 Excellent, total partners; they see the value—right 

equipment, traffic control, philosophy of quick 

clearance, on the scene quickly, alternate routes, etc. 

Took a year to build that relationship

4 4 4 We have a strong relationship with the State Highway 

Patrol. They assist in training our drivers and we 

coordinate with them and other local law enforcement 

agencies with calls for disabled motorists, traffic control, 

and incident clearance. We also work closely with 

other agencies to assist in response, traffic control and 

incident clearance.
73

DOT/

Service 

Patrol

EMS Fire Local 

Police

MPO None State 

Police

PTC 

TMC

Toll 

firms

Comments

4 4 Our people are dispatched with the Washington State 

(WS) Patrol, governed by our joint operations policy 

statement. The WS Patrol is our primary partner, 

statewide. We work with fire and tolling and EMS, but 

they’re local entities. But they’re no statewide agencies. 

We deal with them the best we can. They have roughly 

2,000 employees. There is no centralized command and 

control for fire, so that’s the complication we deal with. 

We have local teams to work on those local partnerships 

because we’re so dependent on them.

4 4 4 4 4

4

4 4 4 4 4 Service patrols have good relationships with Highway 

Patrol and other emergency responders. We are 

continuing to better relationship between road rangers 

and highway patrol personnel. Road rangers support 

highway patrol with traffic control. Road rangers are 

dispatched to disabled vehicles in their service areas.

4 4 Each partner has a well-defined role in the program. 

The California Department of Transportation (Caltrans) 

is responsible for the administration of funding, 

statewide planning, and program coordination. 

Caltrans is responsible for state allocation of invoicing 

and monitoring freeways to ensure FSP resources 

are deployed in an efficient manner. Caltrans is also 

responsible for conducting special studies in support 

of local FSP programs. The California Highway Patrol 

is generally responsible for individual tow operator 

training and supervision of the day-to-day FSP field 

operations. In addition, the CHP is responsible for 

dispatching FSP tow drivers. CHP Headquarters 

(Commercial Vehicle Section) has co-responsibility for 

statewide planning and coordination. The local agencies 

are the regional (multiple counties) or individual 

county transportation entities. They are responsible for 

contracting with tow service providers and with other 

consultants and contractors that may be necessary for 

the successful implementation of the project. They are 

also responsible for generating local matching funds, 

preparing annual program budgets, and coordinating 

service expansions and changes with partner agencies.

4 4 Direct contact with our PTC TMC Operations center. 

Follow the Unified Incident command protocol
74

DOT/

Service 

Patrol

EMS Fire Local 

Police

MPO None State 

Police

PTC 

TMC

Toll 

firms

Comments

4 Efforts are made to foster relationships between the 

service patrols and other responding partners. In each 

FSP service area, WisDOT facilitates regular stakeholder 

meetings with the FSP contractor and local response 

partners. These meetings are used to discuss both 

issues specific to the FSP and general traffic incident 

management issues. Many areas have come to rely 

heavily on the FSP and frequently request their support.

4 Incident Response (IR) has been recognized by many 

of our external partners as a first responder agency. 

Typically ODOT IR arrives before our service partners 

allowing them to focus on their specific duties of their 

profession.

Service patrols provide traffic control and assist incident 

command with clearing highway. Service patrol works 

within ICS

Good relationship; they would like to see 24/7 service

We have an open roads policy that we’re trying to get 

signed by the governor now. We have a traffic incident 

management task force that is made up of all different 

agencies across responding areas

An informal cooperative relationship

Work together on scene to resolve incidents

B: Are there any written plans, operational policies, and mutual-aid agreements between responding partners? If so, can we obtain copies of the 

plans/policies? 

•	 Yes (10)

– All ideas and documents can be found on timetaskforce.com.

– As requested by KHP officers.

– Contract documents define operational policies. Accepted by responders without 

issues.

– FIRST has some policies and guidelines. There is a document “Traffic Incident 

Management Recommended Operational Guidelines” dated October 2004 that 

was developed with the MN Metro Fire Chiefs, the MN Towing Association, the MN 

State Patrol, and MnDOT. We have no written agreements with other partners—

generally follow the incident command structure.

– Have a contract and standard operations procedures (SOPs). No agreement 

between partners.

– Memorandum of understanding, interagency agreements, or just endorsement.

– Open Roads Policy/ Mitigated Spill Policy.

– Operational policies and joint operations policy statement provided already.
75

– The CHP and Caltrans enter into interagency agreements, which provide for the 

annual funding from Caltrans to CHP. An additional provision of the interagency 

agreement is a Joint Operational Policy Statement, which details the individual and 

joint responsibilities of Caltrans and the CHP.

– The operational policies of the Service Patrol Vehicles (SPVs) are outlined on the 

contract documents. The SPVs have been accepted by the responders without any 

issues.

– There is an agreement written up every 2 years; however, could not provide a copy.

– We have a formal agreement with Greensboro PD to remove abandoned/disabled 

vehicles. We are in the process of preparing an MOU with State Highway Patrol to 

do this statewide. We also have Quick Clearance legislation (GS 20-161) to clear 

roads without liability with DOT and LE concurrence.

•	 No (9)

– Pilot project was based on a contract between MAG and DPS. Now, just a fiscal 

relationship. Did have an interagency review team; will come back soon.

•	 Unknown/Not Applicable/No answer (3)

5.3 Functions and Field Operating Characteristics

7. A: What functions are currently provided by the service patrol? Are the 

operators able to provide first aid? 

Functions Response

Provide gas/fluids 11

Change flat tires 16

Provide first aid Yes (11)

All operators are state-certified EMTs or Paramedics.

Basic first aid

Considering suspending this due to time it takes. 

Medical first responders (delivered 9 babies) 

are trained in hazmat. We are a traffic incident 

management operation. We’re DOT, we’re not police, 

fire, or EMS, but we’ve had enough training that we 

know enough about all. Usually, we are the first on 

scene, and we are trained to stabilize situations until 

other responders arrive. Then we go do traffic control.

Provide minimal first aid assistance however it is 

standard practice to allow emergency services 

personnel to treat all injured patients.

Red Cross or approved equal course certification in 

first response first aid and CPR.

Trained in first aid and CPR (not primary function).

No (1)

Patrol highway and service roads 2
76

Functions Response

Service overheated vehicles 4

Provide jump start/battery boost 6

Move disabled/accident vehicles 13

Arrange towing/tow 5

Provide traffic control (including some CMS) 10

Provide debris removal (small, 

non-hazardous)

11

Provide disabled vehicle assistance 3

Provide delay/traffic information 2

Provide incident quick clearance/

management

7

Provide minor mechanical repairs 11

Assist police 6

Assist motorist (use of cell phone) 1

Check abandoned vehicles 3

Deploy gate arms on HOV and reversible 

roadway

1

Provide traffic management and mitigation 1

Communicate with TMCs & other agencies 1

Assist in incidences where they transport 

motorist to the airport in case they are late

1

Provide medical, fire, animal incident 

response

1

Warn motorists of hazards 1

B: Does the service patrol provide traffic control functions at highway incident scenes?

•	 No

– Currently not - the ability to provide traffic control functions is a requirement 

within the new contract (RFP is out) and the vehicles are to be equipped with 

corresponding traffic control equipment.

•	 Yes (15)

– Yes, minimal. (2)

– Yes, as requested by KHP officers.

– Yes, each IR vehicle is equipped with automatic vehicle location (AVL) that allows 

ODOT personnel to determine its proximity to any current incident, a laptop 

computer, cellular and radio communication capabilities, and on-board variable 

message signs.
77

– Yes, they do provide emergency traffic control, but guideline is if incident is 

going to go beyond 60 minutes, then call out full traffic control truck to set up full 

emergency incident response. Transition to full Manual on Uniform Traffic Control 

Devices (MUTCD) traffic control. This improves safety and alerts motorists to 

incident ahead. Our maintenance is not included in the IR budget. That program is 

huge, and we would not be where we are without it. Try to back bill for the services.

– Yes, they do provide traffic control functions at highway incident scenes in 

collaboration with other agencies. Their main priority is to get traffic moving after 

a wreck.

– Yes, they provide traffic control using flares, cones, and hand signals.

– If and when requested by patrolling authority or DOT.

C: Are there functions not currently being provided but under consideration 

or desired?

•	 No (13)

•	 Yes, expand hours of operation/service areas

– Add a midnight shift

– Expand length of rush hour service

– Expand service hours of some shifts

– Expanding coverage areas outside the Portland Metropolitan area to include rural 

areas

– There’s expanded zones, more coverage, and expanded hours that could be 

desired, but we are satisfied with the functions being provided

– Would like 24 hour service but money is a factor

– Would like to expand the area into neighboring communities that are also high 

volume—wherever congestion is; can’t reach because of funding limitations

•	 Yes, expand services offered

– Ability to tow disabled vehicles being considered but requires legislative change 

(Towing Association likely to oppose)

– We are discussing carrying defibrillators (AEDs)

– Would like to add more tow trucks

•	 Yes, other 

– Would like to have a more direct communications channel between DPS service 

patrol and dispatch

– Yes, just to keep up with the current federal standards. However, we’re probably 

the elite service patrol in the country because we cover over 1,800 lane miles. We 

have three shifts around the clock, 24 hours, 7 days-a-week.
78

8. What are the hours and days of the week of operation? Do these change for 

weekends, holidays or planned special events? If so, how do they change?

General Hours and Days of Operation

Hours Operating Hours Extended 

on Call

Days per 

Week

Sat/Sun # Agencies 

Responded

24 hours 7 2 + FDOT operates 

24/7 in large 

urban areas and FL 

Turnpike only

24 hours 5 May be on call 1

Various 

shifts

3:30 am to 9 pm 5 10 am to 8 pm 

(Sat) and 9 am 

to 7 pm (Sun)

1

5 am to 9 pm Yes (24/7) 5 On call 1

5 am to 10 pm (Mon 

& Fri); 5am to 8 pm 

(Tues – Thurs)

7 7 am – 11pm 

(Sat –Sun)

1

Varies by county 

segments (9) and 

20 subsegments – 

primarily peak hours 

6 am – 9 am & 2 pm 

– 6pm. One segment 

is 6 am – 6 pm.

5 Generally 10 

am – pm

(Sat – Sun)

8 – hour 

shifts

5 am to 11 pm 5 7 am to 11 pm 1

5:30 am to 7 pm Yes 5 5:30 am to 7 pm 

(Seattle only)

1

Work 2 

shifts

6 am to 2 pm and 

2 to 10 pm

5 1

6 am to 7 pm 5 10 am to 6 pm 

(weekends)

1

6 am to 9 pm 5 Weekends in 

Charlotte only 

and 24/7 on 20 

miles of I-40

1

6 am to 10 pm 5 8 am to 8 pm 

(weekends)

2

10-hour 

shifts 

6 am to 12 am 5 12 pm to 10 pm 

weekends)

1

Daytime 

hours

8 hours 5 10 am to 7 pm 

(Sat) and 9 am 

to 7 pm (Sun)
79

Hours Operating Hours Extended 

on Call

Days per 

Week

Sat/Sun # Agencies 

Responded

Daytime 

hours

8 hours 5 0 1 (3 service patrol 

vehicles)

14 hours 5 14 hours 

(weekends)

16 hours 5 0 1 ( service patrol 

vehicles)

Rush 

hours

AM/PM rush hours 5 0 2 (One is looking 

to expand hours 

6am 10 am and 3 

pm to 7 pm)

Rush 

hours

5:30 am to 9:30 am 

and 3 pm to 7 pm

5 0 1

Rush 

hours

6 am to 9 am and 3 

pm to 6 pm

5 0 1

Rush 

hours

6:30 am to 9 am and 

3 pm to 6 pm

5 On call 1

Rush 

hours

6 am to 9 am and 3 

pm to 7 pm

5 0 1

Rush 

hours

6 am to 9 am and 2 

pm to 6:30 pm

5 0 1

•	 Other Operating Hours Notes:

– 3 shifts: 5 am to 1:30 pm, off on Sat/Sun; 11 am to 7:30 pm, off on Tues/Wed (cover 

the weekend); 1 pm to 9 pm, off on Sat/Sun (1 response)

– Hours and days of the week vary by district, highway segment, and time of day 

(District 1: 5 am to 9 pm, Monday to Friday; 7 am to 11 pm, Saturday and Sunday. 

16 hours a day, 7 days a week, 365 days a year. District 2: 6:30 am to 6:30 pm, 

Monday to Friday. Districts 3 through 7 and FL Turnpike: 24 hours a day, 7 days-aweek, 365 days a year)

– On weekdays, there are three morning shifts: 3:30 am to 11:30 am, 4:30 am to 12:30 

pm, and 5:30 am to 1:30 pm. There are two afternoon shifts: one from 12:15 pm to 

8:15 pm and another from 11:00 am to 9:00 pm.

– The decision to only cover certain hours of the day is a monetary one. We would 

like to have all 24 hours covered—perhaps by having SPVs on standby for the night 

shift and extending the coverage hours of the six SPVs to 16 hours a day.

– The Freeway Service Patrol operates during the morning and evening commute 

hours, 5:30 am to 9:30 am and 3 pm to 7pm, 5 days a week, 52 weeks a year 

(excluding specified holidays). San Diego County FSP hours coincide with the 

commute traffic times of San Diego County, and they operate on all major freeways 

that have congestion only within San Diego County.
80

Holiday, Weekend, and Special Event Information

Holidays Can change for holidays and special events

Cover approximately 50 hours per year in RFP. If additional hours are required, 24 

hours notice must be given to the contractor.

Extend hours for heavy holiday traffic (2)

Holidays are modified depending on demand

Holiday patrols may extend patrol hours from 7 pm until midnight

May have skeleton crew, and we have people on call

Most holidays except Memorial (1), Independence Day (1), Labor Day, Thanksgiving 

(4), Christmas (5), and New Year’s Day (3)

Some/limited holiday coverage (2)

The hours of operation are often expanded for holidays and planned special events

We schedule for holiday coverage

Weekends As warranted

Some weekend coverage in busy areas like Cape Cod

Weekends on call unless working a special event

We don’t normally have weekend coverage anywhere but in Seattle (because of 

traffic conditions)

Weekends 10 am to 6 pm

Special events As warranted

Extend hours events or incidents past normal shift hours

Extended for weather events

Hours change for special events as requested by KHP or KDOT

May extend hours for weather events

Modify coverage for major construction projects

No special event coverage (2)

Schedule for special events as needed

Special events are on a pre-determined basis or as traffic dictates in emergency 

situations

Special event coverage on request on an overtime basis

Special event support may extend patrol hours from 7 pm until midnight

Specifics in proposed RFP for coverage for scheduled sports events and community 

events. If additional hours are required, 24 hours notice must be given to the 

contractor.

The only other time the schedules may change is during inclement weather events 

where the Incident Responders revert to a 12 hour schedule without a day off until 

the termination of the event. During this time the shifts are 3am – 3pm – 3am.

We schedule if there are major events such as weather, football games, etc.

14 hours per day, 7 days-per-week. These change for planned events (football games, 

etc.). Project Engineer can authorize additional hours.

9. What are the service areas? What criteria were used to select the service 

area or beats? Were other government agencies or executives consulted in 

choosing the service area? 

•	 Service Areas:
81

– All major freeways in Harris County.

– All major freeways that have congestion only within San Diego County.

– Baltimore metropolitan area, Washington metropolitan area, and Frederick 

metropolitan area. During the summer months, we also serve the Eastern shore 

routes of Maryland on weekends.

– Baton Rouge area, New Orleans area, Shreveport/Bossier City Motorist, and 

Calcasieu Parish.

– Busy roads in the metro area, some routes in the mid area, less in the west, 

expanding to cover most of busy corridors in the states. Some revisions for next 

contract.

– Cover the entire freeway region in Maricopa County.

– Covers specific interstates and U.S. routes in 9 counties in Milwaukee region. 

Divided into 9 segments and 20 subsegments.

– Dallas County, parts of Denton and Collin counties—mostly Dallas because Dallas 

County personnel, but state would like to expand to other counties, which are 

in the process of doing. Trying to get assistance from other sheriff department, 

highways and service roads—major roads and some highways have service roads 

that we also cover. Don’t cover local streets.

– Entire PTC system – 21 responders 24-7 covering approximately 25 miles each.

– Interstate 78 and Route 22 in the Lehigh Valley.

– Link to web page. 80percent of coverage is on I-5 Puget area; most coverage is in 

Seattle/Tacoma metropolitan areas.

– Major metropolitan areas.

– On part of I-95 and all of I-76 (three SPV), 16 hours a day; the other six operate 8 

hours a day. 

– Our Incident Response Program covers 3 Districts divided into 4 patrol regions. 

Freeways include Interstates 5, 84, 205, 405 and State routes 217, 26 and 30.

– Service areas focus on high congestion corridors around four major cities in 

Tennessee.

– Service areas vary by FDOT district, highway segment, and time of day. 

	District 1: Interstate 75 – Collier, Lee, Charlotte, Sarasota, Manatee Counties; 

Interstate 275 – From the I-75 Interchange (exit 228) over the Sunshine Skyway 

Bridge to the North Rest Area; Interstate 4 – Polk County; 

	District 2: Interstate 10 – From SR 200 (US 301) to San Marco Blvd.; Interstate 295 

– From Old St. Augustine Road north to Pulaski Road; Interstate 95 – From San 

Marco Road north to Pecan Park Road and from Old St. Augustine Road north to 

College Street. J. Turner Boulevard (SR 202) from I-95 east to SR A-1-A; 

	District 3: I-10 from mile marker 195 - 203 (Construction area) Tallahassee; I-10/

Escambia Bay Bridge – I-10, from Exit 13 (SR 291 to Davis Hwy) to Exit 22 (SR 281 

to Avalon Blvd); 1 truck (24 hours per day) and a second truck for 14 hours per 

day (6:00 am to 8:00 pm); I-10/I-110 – I-10 (Exit 11to Exit 13) and I-110 (Exit 3 to 

Exit 6); 1 truck working 6:00 am to 8:00 pm (Monday to Friday), 7:00 am to 7:00 

pm (Saturday), and 9:00 am to 5:00 pm (Sunday); 
82

	District 4: Broward County – Interstate 95 from Ives Dairy Road to Palmetto Park 

Road; Interstate 75 – From Miami Gardens Drive north to Sunrise Boulevard (SR 

838); Interstate 595 – From Eller Drive to Alligator Alley Toll Plaza; Palm Beach 

County – Interstate 95 from Hillsboro Road (SR 810) north to County Road 708 in 

Martin County; 

	District 5: Interstate 4 – From County Rd. 532 (Polk/Osceola County Line) to I-95 

(Volusia County); 

	District 6: Interstate 75 – From SR 826 north to the Miami-Dade/Broward County 

Line; Interstate 95 – From US 1 north to the Miami-Dade/Broward County Line; 

Interstate 195 – From I-95 east to Alton Rd; Interstate 395/MacArthur Causeway 

– From I-95 east to Alton Road; State Road 826 – From US 1 north to the Golden 

Glades Interchange; State Road 5/ US 1 – From SW 112 Street north to I-95; 

MDX: State Road 112 – From LeJeune Road east to I-95; State Road 836 – From 

Florida’s Turnpike east to I-95; State Road 874 – From Florida’s Turnpike north to 

SR 826; State Road 878 – From SR 874 east to US 1; State Road 924 – From SR 826 

east to NW 27 Avenue; 

	District 7: Interstate 4 – From I-275 (MP# 0) in Hillsborough County, east 

to milepost 25 (County Line Road) at the Polk County Line; Interstate 75 – 

Hillsborough County, from the Leroy Selmon Expressway north to Bruce B. 

Downs Boulevard Selmon Expressway (full length); Interstate 275 – From the 

rest area north of the Sunshine Skyway Bridge (milepost 12.1) in St. Petersburg, 

Pinellas County, north to milepost 61 (I-75/I-275 apex) in Hillsborough County; 

Leroy Selmon Crosstown Expressway – Full length/14.2 miles; FL Turnpike: All of 

Florida’s Turnpike (including the Homestead Extension) from Mile Post 0 to Mile 

Post 309 and the entire Sawgrass Expressway.

– The PennDOT personnel patrol the Parkway North (Ft. Duquesne Bridge to Camp 

Horne on I-279). The contracted service personnel patrol the Parkway East (I-376), 

Parkway West (Pittsburgh International Airport to Fort Pitt Tunnels on I-279), and 

I-79 from Exit 55 (Bridgeville) to Exit 73 (Wexford). 

– The service areas are the freeways within the 8-county metropolitan area 

(Minneapolis).

– Varies by state of operation. Service areas selected primarily based on patrolling 

authority recommendations.

– We currently cover 500 of our 1,100 miles of interstate system. The areas are 

Raleigh, Durham, Greensboro, Winston Salem, Charlotte, Asheville, and I-40 in the 

Pigeon River Gorge. The areas were based on urban congestion demands, but we 

now look at other things, such as 1500 vehicles/hour/lane as a warrant.

– We patrol seven major expressways around the metropolitan Chicago area. Also 

expanded into Indiana recently as well (southeast), a 2-mile stretch. May average 

70 assists in Indiana jurisdiction.

– We use (3) patrol zones to cover 45 miles of interstate around the capital beltway.

– Within the metro Atlanta area.

•	 Criteria used to select areas:
83

– Areas were selected based on volumes of traffic and number of incidents, and 

experience knowing the area. Mainly, the whole metro area needs to be covered 

due to sheer volume of traffic. As we expand operations, we know which areas are 

worse than others, just by experience and data, and traffic cams.

– Because the program was developed 20 years ago, they are not familiar with 

criteria, etc.

– Coverage area was based on the Tri-County area around the beltway and its major 

feeders.

– Criteria used to select the routes included mileage, congestion, and number of 

incidents.

– Higher volume interstates received the first vehicles and the service is expanding 

to the expressways as the interstate coverage becomes more complete. The higher 

volume roadways receive the highest priority.

– Limitations on coverage area were based on the boundaries of the Portland 

Metropolitan Area.

– Traffic volumes, crash history, and incidents covered by the FSP such as disabled 

vehicles and roadway debris.

– We worked with the patrol and local jurisdictions. They are based on calls for 

service and data (traffic volume and calls for service).

– When service areas are selected both AADT and crash rates are considered.

•	 Other agencies consulted in service area definition:

– Yes, all of them

	Atlanta Regional Commission, the Governor, and GA Regional Transportation 

Authority were consulted. They had information that we were seeking.

	DOT and other transportation authorities provide input (from a private 

provider).

	Initially input from other agencies was considered, however once funding was 

found determination on the corridors managed by ODOT were determined by 

the agency.

	Regional response stakeholders are also consulted when service areas are 

selected.

	State patrol was involved in choosing the service area.

	There is an Incident Management Task Force group representing many agencies 

that had an influence in deciding the coverage area.

	We worked with the patrol and local jurisdictions. Sometimes, it’s political with 

local politicians. Also, we have a small program in Spokane and Vancouver, and 

seasonal truck at Steven’s Pass on Highway 2, and full-time truck that operates 

year round. We had requests to have incident response, but don’t have funding. 

Always ask for more when we go through legislative process.

– No

	I do not believe that other agencies were consulted in choosing the service 

areas.
84

10. A: What type of vehicle does the service use? Were there specific reasons 

for picking this vehicle over others? Could you provide a copy of the 

vehicle specifications?

Vehicle Type Description Comments/ Reasons for Choosing 

This Vehicle Type(s)

Mixed Fleet We run four types. Light-duty tow trucks, 

custom response vehicles (modified 

box truck), pick-up trucks, and vans. 

Supervisors use the pick ups.

The light-duty trucks have ability to 

pick up, push, and drag large vehicles 

and debris. Custom response vehicles 

carry equipment, tanks, lighting, cones, 

and equipment needed for incidents. 

Vans (which we started with) can hold 

more equipment and people.

Mixed Fleet Four ramp tow trucks (areas without 

a break-down lane, and critical choke 

points). Rest of fleet is vans. 

Vans – easier for storage of equipment 

(especially in bad weather). Vans 

are less expensive and easier to get 

operators. Not convinced sponsors like 

the room for ads on a van.

Mixed Fleet We use from one-ton pick-ups to light, 

medium, and heavy trucks. We use a 

combination. Lightest are one-ton. 

Heavies have capability to pump diesel, 

carry 100 gallon tanks. With price of gas 

trying to maintain a few heavies. Six tow 

trucks in Seattle area strategically assigned 

to floating bridges. Our IR trucks are 

identified as authorized IR vehicles so we 

have lights, sirens, etc. 

Price of fuel has caused us to expand 

use of lighter vehicles.

We can respond to minor stuff, which 

saves troopers from having to respond.

Mixed Fleet The FSP program uses flat bed tow trucks 

and wheel lift tow trucks. The new addition 

to our fleet is regular extended cab pickup 

trucks. 

Regular extended cab pickup trucks 

to assist the tow trucks with extra 

passengers and to assist with service 

calls when a tow truck is busy on 

another call or is not required.

Mixed Fleet The current vehicles in operation are 1-ton 

tow trucks. The recent purchase of three 

new vehicles for operation will include 2 

tow trucks and 1 one-ton crew cab truck 

equipped with push bumper. 

The reason for using a crew cab instead 

of a tow truck is that most of the 

vehicles are pushed from the roadway. 

There are only a few times a year 

vehicles need to be towed from the 

roadway.

Mixed Fleet Typically, three-quarter-ton truck, but 

some districts use wrecker type mediumduty trucks. 

Cost, functionality, and durability are 

primary considerations for the vehicles 

chosen.

Tow Trucks A 16,500 GVW wrecker is used. Needed a tow vehicle to get disabled 

vehicles off the highway and 

transported to a safe drop-off area.

Tow Trucks The service patrol vehicle that we use is a 

16,500 GVWR class Expressway tow truck 

equipped with a 3-foot high by 6-foot 

wide arrow panel with a raise and lower 

mechanism.
85

Vehicle Type Description Comments/ Reasons for Choosing 

This Vehicle Type(s)

Tow trucks Tow trucks are utilized to allow for clearing 

incidents.

Wreckers/

Flat beds

Per the proposed RFP for contracted 

service: The primary service vehicles shall 

consist of a car carrier with a minimum 

gross vehicle weight rating of 14,500 

pounds, dual wheel chassis, and four 

(4) ton recovery equipment rating. The 

backup vehicle may be another car carrier 

with the same specifications as described 

above or a tow truck/wrecker with a 

minimum gross vehicle weight rating of 

10,000 pounds. The model year of each 

FSP vehicle is 2005 or newer. Both types 

of vehicles are able to safely and legally 

transport three people, including the 

driver and two passengers, in the cab.

Support quick clearance and facilitate 

vehicle removal.

Trucks F-350 trucks Low bid

Trucks We currently have 3⁄4 ton Fords and Chevys 

with extended cabs. We also have three 

V-10s (Fords). All are outfitted with CMS, 

an arrow stick, rotating beacons, and blue 

strobes.

Trucks Have moved to large trucks that have 

more equipment.

Started with minivans (phased out). 

Trucks are more functional.

Trucks F-350s with emergency unit, F-250 open 

bed pick up – cones, jacks, fuel – for better 

movement. Durangos – for supervisors. All 

are 4wd.

Fords are the most functional – 

saw from other agencies and was 

impressed with them.

Trucks Ford F450, Dualies, 4-wheel drives have 

big box containers on back, and look like 

an ambulance. 2 wheels on each side of 

the rear axle.

F450 was more of a contract deal. We 

had a low-bid situation; Ford came in 

with low bid. Body was developed/

designed for protection of equipment 

and visibility.

Trucks We use a medium-duty chassis with a 

tow-recovery boom.

It’s a good size vehicle to relocate cars 

and tow cars.

Trucks Three-quarter-ton vehicle is currently 

being used but would like to switch to a 

2-ton truck.
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Vehicle Type Description Comments/ Reasons for Choosing 

This Vehicle Type(s)

Trucks Chevy pickup trucks. Full size. 1500 model. Originally started with Astro vans but 

that didn’t work well. Deputy actually 

got injured so they changed this 

around. They carry a lot of chemicals 

and equipment in the car that wasn’t 

good with the Astro. Fumes from 

carrying all these chemicals and 

equipment are much safer with the 

current truck.

Trucks 1st responder vehicles (F-150 4 door crew 

cab)

Trucks Pickup truck (4-door crew cab allowing 

transport of 4 adults)

Trucks Standard vehicle is a Ford 1 ton heavy 

duty. Currently we have three 2004’s, one 

2005, two 2006’s, and four brand new 2008 

1 ton Super Heavy Duty’s.

Torque, work load potential along 

with industrial strength led to the 

purchases. 

Vans Ford, E-350 diesel vans Most efficient in resolving incidents.

B: What type of equipment is carried on-board the vehicle? Check all that 

apply.

Traffic Control Equipment Yes (20)

• Cones ( 2)

• Flares (3)

First Aid Kit Yes (21)

Message Board Mounted On 

Vehicle

Yes (19)

• Arrow boards, vehicle message boards for text messages. VMS cost 

more, so have combination of both

• Vehicle mounted VMS with 99 preprogrammed messages

Gas Yes (19)

• Diesel 

• Spare gas only on tow trucks, no diesel unless requested

Push Bumper Yes (21)

Air Compressor Yes (18)
87

Communication Equipment Yes (18)

• CB radios (4) 

• Cell phone (9)

• County city radios (1)

• Nextel (8)

• Onboard computer tapped into responder network (2)

• Police radio (7)

• Scanner (5)

• State highway/turnpike radio (13)

• Two-way radio (2)

Basic Tools Yes (18)

• Broom/ Whisk broom (3)

• Hydraulic jack (4)

• Pillars

• Pry bars 

• Shovels 

• Wrenches (3)
88

Other • Amber and red warning lights meeting the requirements of 

Wisconsin statute 347.26(6) (b).

• Antifreeze (2)

• Arrow board on vehicle (2)

• Bags of salt and sand

• Battery buster box

• Blanket

• Booster/jumper cables (3)

• Chains (2)

• Child safety seat in case a child needs to be transported in the 

service patrol vehicle

• Defibrillator

• Diesel recovery system

• Direct oil attack pack to absorb spills/ Oil dry (2)

• Duct tape

• Emergency phone numbers

• Extensive automotive, medical, fire, HazMat, and animal control 

equipment and supplies

• Fire extinguisher (2)

• Fuel transfer kits to pump diesel from leaky tanks

• Funnels

• Fuses

• Hand cleaner

• Hazardous material guide book

• Highway maps

• Local phone book

• Minor spill containment supplies (3)

• Oil (2)

• Paper towels

• Pen and paper

• Power outlets, front and rear mounted, with outlets compatible to 

12-volt booster cables with a minimum length of 15 feet.

• Power steering fluid

• Public address system with an external speaker

• Pump to off load diesel/fuel out of a subtank (can of load about 100 

gallons)

• Rear work lights

• Spotlight capable of directing a beam centered in any direction of a 

360-degree horizontal arc around the truck

• Traffic control equipment

• Trailer hitch (2)

• Vests

• Water for cooling system (3)

• Wheel lift

• White and amber emergency lights

• Winch cables
89

11. What are the personnel qualifications/training requirements for service 

patrol operators? Do you have position descriptions or a current training 

syllabus you could share? 

•	 All carried out by DPS are civilian employees of DPS. Backgrounds checks similar to 

officers; DPS has a training program.

•	 All FSP Drivers/Operators are required to have a valid Wisconsin driver’s license and 

other appropriate licensing for operating the FSP vehicle. All operators are 18 years 

of age or older. Prior to the contract start date, the Contractor must submit a list of all 

potential FSP Drivers/Operators to the Contract Administrator. Contractor must certify 

that all Drivers/Operators have a good (clean) driving record and have no felony 

convictions. The Contractor will perform background checks and obtain the driver’s 

permission to submit background results to the Contract Administrator. All FSP 

Drivers/Operators are approved at the sole discretion of the Contract Administrator 

prior to performing any services for the FSP Contract. Within sixty (60) calendar days 

from the date of contract award, all FSP Drivers/Operators, shall complete level one 

of the National Driver Certification Program at the Contractor’s expense. This training 

includes education on customer service, roadside service safety, attitude, appearance, 

incident management, vehicles, and equipment. Each FSP driver must be certified 

within one year of employment in the following: National Institute for Automotive 

Service Excellence (ASE) Automotive Technician, National Emergency Vehicle 

Operators Course, Occupational Safety and Health Administration (OSHA) HAZMAT 

First Responder Program, CPR and Basic First Aid Certification.

•	 Check oil, radiator overheating, change a tire, lift at least 50 lbs. Don’t need a CDL; 

provide training for them—have on-the-job training where they are matched with a 

training coordinator, also have formalized training with formalized training for 3 days, 

an incident management course, have to do ride alongs with experienced operators.

•	 Do training and ride-alongs; 50 hours of training required in new contract. They 

receive training in CPR first aid, methods of operation, portable highway operation, 

hazmat response, customer service, traffic control, work zone safety. All drivers come 

from our maintenance facilities, and we train them to our specifications.

•	 For qualifications, we look for someone who can work independently, prefer some 

type of emergency background to work in stressful conditions. They have to be 18 

with high school education or GED. For training system, 300 hours of in-class training 

and 200 hours of ride time for training are required. Training stuff can be found at 

ftp.dot.state.ga.us user name “hero”, password “hero$”—to download our training 

specs, SOPs.

•	 FSP operators are State Certified EMTs or Paramedics, National Certified Automotive 

Technicians., State Certified Fire Fighter Level I or equivalent, National Certified Animal 

Control Officers.

•	 Full-time employees of TDOT. Training program includes first aid and emergency 

medical care, hazardous materials, traffic control, radio communications, highway 
90

incident management, diversity, extinguishing vehicle fires, using emergency 

equipment. See operations guide.

•	 Maintenance Utility Worker – job description attached 

•	 Minimum Qualifications for the positions are: Two years of public contact experience, 

which included gathering, relaying and providing information to others; and 

evaluating activities or incidents and determining an appropriate course of action. 

One year of this experience must have included roadway/highway, bridge, sign 

or drawbridge maintenance operations or Public Safety work such as police, fire, 

emergency medical, incident responder, hazmat responder or towing.

•	 Motorist Assistant Technician (MAT) – $12.66/hour. Duties: Assist motorists with 

vehicle and travel problems by fixing tires; providing basic temporary mechanical 

assistance; providing directions; providing gasoline; providing water/antifreeze; 

calling for wrecker service; etc. Knowledge of mechanical structure of vehicles; area 

and services available; repair procedures; and Highway Patrol policies and procedures. 

Assist motorist at traffic crashes by calling for law enforcement officers; service 

vehicles or emergency vehicles by providing emergency first aid/CPR to victims. 

This is done through knowledge of first aid and CPR; when to move or not move 

crash victims; safety procedures; and priorities at a crash scene. Observe suspected 

criminal activity or hazardous drivers reporting incidents and remaining at a safe 

distance until law enforcement officers arrive. Knowledge of Highway Patrol policies 

and procedures; criminal activity; and ability to properly describe and locate vehicles 

geographically. Minimum Requirements: High school diploma or GED equivalent and 

a valid driver’s license. Training program for MAT is in the process of being reviewed 

and revised.

•	 Must have a valid driver’s license, be at least 18 years of age, no moving violations 

in past 6 months, have a high school diploma, no DWI arrests, must be familiar with 

the use of the radio and the “10 code language” and pass a criminal background 

check (more details in attachment). Must have Red Cross or approved equal course 

certification in first aid and CPR.

•	 Not currently. We are in the process of standardizing our training. It varies in each area 

covered.

•	 Wreckmaster certified or equivalent, clean driver’s record, background check, class C 

driver’s license.

•	 SPV operators shall have a basic knowledge in the tasks of tow truck operations 

to provide safe and proper service and must be capable of demonstrating their 

operational abilities prior to beginning their first day of work. They are required to 

have a current PA class C driver license and pass a course detailing the Expressway 

Service Patrol program, minor vehicle repair, costumer service, and roadside 

safety. The training material include work zone traffic control, tow truck operators 

manual, proper tow truck maintenance, all towing safety procedures, driver vehicle 

daily inspection report be in truck with driver, tow truck preventive maintenance 
91

procedures, proper tow truck and equipment pre-operation inspection procedures, 

lubrication procedures, control/gauges, proper start up, use of transmission, backing 

procedures, over the road techniques, proper shot down, air tank drain, proper setting 

of brakes, cleaning of equipment, post inspection of tow truck and equipment, 

proper connection of towed vehicles, equipment being towed, securing towed 

vehicle, emergency warning lights, towing of vehicle, parking of towed vehicle, 

securing towed vehicle, American Red Cross first aid (or equivalent), knowledge of the 

geographic area to be covered.

•	 The operators attend an initial 16-hour training course put on by the California 

Highway Patrol. Every 3 months, they have to attend refresher training put on by the 

California Highway Patrol to remain certified in the FSP program.

•	 The operator qualifications require a safe driving record and they must be 18 years of 

age. They are also required to attend a Wreckmaster or similar hands-on training at 

the expense of the contractor.

•	 The service patrol operators must be a minimum of 18 years old, have PA Class C 

driver’s license and a safe driving record, be sufficiently experienced in tow truck 

operations, and have Wreckmaster or similar training, American Red Cross First Aid or 

CPR and attend the contractor’s Freeway Service Patrol training program. We utilize 

the Department’s Traffic Control Technician 2 (TCT 2) and Traffic Control Technician 1 

(TCT 1) positions for the TMC dispatchers.

•	 Their training comes when they trained as deputies and were on patrol. Not 

specialized in patrol service.

•	 They receive training in CPR, first aid, methods of operation, portable highway 

operation, hazmat response, customer services, traffic control, and work zone 

safety. All drivers come from our maintenance facilities, and we train them to our 

specifications. 

•	 Training requirements vary slightly by district with Road Rangers receiving 72 to 80 

hours of initial training with 32 to 40 hours of the initial training taking place in the 

field.

•	 We hire highway maintainers, and train them in Emergency Traffic Patrol in house. We 

keep staff updated with all training and have refresher courses that we give to current 

employees as well. We have guidelines that we follow (federal and state), and we have 

classroom and on-the-job training for 12 weeks before they go out on their own.

•	 We hire them as maintenance technicians. Normally, we like them to have highway 

maintenance experience, and then they are eligible to get in response program. A few 

we hire directly into Incident Response.

12. Are the service patrols/operators dedicated solely to the program? 

•	 Yes 

– Contractors have at least 2 spare operators.
92

– During peak hours, we have additional vehicles we bring out from the 

maintenance shop. Staff are on an overtime basis to increase our size during peak 

hours.

– Yes, but the PennDOT personnel also work in the tunnels performing various 

duties.

– Yes, it is a specialized position. Some drivers also plow snow (overtime).

– 10 on staff [8 on road], it is their only function.

– Yes, dedicated solely to program. (6) 

– Yes. We have seasonal patrol on Highway 2. Would be a part of another 

maintenance crew, but from November 1 through April 15 (on Stevens Pass), they 

are dedicated solely. But other times available for call out.

If not, what other duties are they expected to perform? 

•	 Being that services are contracted, it is not expected that operators be solely 

dedicated to the program, except during the hours of operation.

•	 Janitorial functions

•	 Other things – dispatch trucks out there, program manager, supervisor, and 3 shift 

leaders, also have a maintenance technician

•	 The operators are allowed to work for their companies as tow operators during 

non FSP hours if the company decides as long as they do not go over their required 

federally mandated driving hours in a day.

13. A: What type of communications capabilities with transportation agencies, 

specifically Traffic Management Centers, and/or other responders, does the 

service patrol have? 

CB radio 4

CCTV – ITS cameras 1

Cell phone (some GPS/AVL equipped) 10

County/city radios 1

Media-Affiliate 2-way radio 1

Nextel phone 9

Onboard wireless laptop 2

Police dispatch radios 7

State highway/turnpike radios (most 800 MHz) 14

Scanner 5

2-way radios 2

VHF highband radios 1

•	 Other comments regarding communications:
93

– Cell phones and 800 MHz Radio. Use a stop time and service time to locate vehicle 

and dispatch to closest located vehicle.

– Co-housed with TMCs – constant 2-way radio communication, cameras and traffic 

surveillance in Nashville, Knoxville, and Chattanooga TMC is closely monitoring 

them and their action via GPS, etc

– Communicate directly via CapWIN system (onboard wireless laptop), state highway 

radios. We communicate with TMCs and other agencies in the field.

– County and city radios in the trucks. Talk to Transstar. TxDOT picks that stuff up. 

– Drivers use radio procedures such as 10-8 (in service) at the beginning of the shift 

and 10-10 (off duty) at the end of the operation. Drivers need to advise the COMM 

Center whenever their status changes and should monitor their CHP frequencies. 

Drivers also use text messaging features of the mobile data terminal (MDT) such as 

the on-board computer.

– Initially, when we launched in 2000, we envisioned that this would be an integral 

part of ITS system. Wanted to alert TMC about traffic, etc. via DOT radios – didn’t 

happen. Instead use DPS radios to talk with TMC.

– Use a Nextel phone to communicate with dispatch. Trying to get for all the trucks 

(have some) – radio system to communicate with sheriff and police.

– Service patrols use different systems. Some use 800 MHz state law enforcement 

radio systems (SLERS) telephones, others are getting radios that communicate with 

DOT maintenance offices and maintenance yards, and all have cell phones.

– We have our own Main channel between the FIRST units and dispatch; FIRST units 

monitor the State Patrol Main channel and Maintenance Main channel; FIRST units 

and beat troopers can communicate via talkgroups on the 800 MHz radio. We also 

have Nextel cell phones with AVL and are soon going to be having shared CAD/AVL 

in laptop computers in all the trucks so FIRST will be able to communicate directly 

with SP via text messaging with regard to location, incident status, etc. The biggest 

advantage we have is that all dispatchers (FIRST, MnDOT Maintenance, and State 

Patrol) are all housed in the same room in the RTMC, and we all have the capability 

to look at the same camera monitors and hear each other over the radio.

– 800 MHz radios that communicate directly with our TMC, cell phones, and state 

patrol radio communications. We are dispatched by the state patrol, so we can talk 

to troopers directly.

B: Does the service patrol provide the TMC with traffic updates? 

•	 Yes (12)

– All the time. They let the dispatcher know.

– Communications – Verbal 2-way, also have police scanners.

– If they respond to an accident or come across an unusual occurrence like an object 

blocking the traffic lanes they shall report it to dispatch. If they encounter heavy 

traffic and it is just congestion, no need to tell dispatch.

– Incident Responders relay information from the specific corridors they are 

patrolling when encountering any incidents impacting the transportation system.
94

– Some info provided to 511 operator. Some info provided, not too much. No 

cameras in vans.

– They provide updates on their location, incident status, etc. Traffic is continuously 

updated through an extensive network of detection on the freeway system.

– Yes, as requested.

– Yes – dispatch, TMC in same building as dispatch. Motorists and patrols can call in 

and then info is given to the media and info posted on Internet.

– Yes, they relay everything from center to the field and vice versa.

– Yes, the patrol operators are in constant communications with the TMC and the 

local State Police Barracks to ensure everyone is up to speed on any situation.

•	 No (2)* [* One has added it as a requirement in their new RFP for contract services]

C: What notification procedures and dispatch procedures are used? 

•	 Cell phones and 800 MHz radio.

•	 Dispatch radio room in Schaumburg, IL, dispatches us to the locations/incidents.

•	 If we know that there is a disabled vehicle, we dispatch. There is a number, but we 

don’t respond to calls all day.

•	 Just a drive by. 

•	 No, can only call dispatch and can be patched through. Dispatch center number is 

public. Emergency response number on the back of every driver’s license. 70 percent 

of incidents we just drive up on it and 30 percent of people get in touch with us. Can 

give out the cell phone number of the truck.

•	 Notification comes from the TMC or State Police directly. The TMC has provided the 

State Police with an 800MHz radio as well that can communicate directly to the 

service patrol vehicles. The service patrol numbers are located on the side of the 

vehicle along with a PennDOT symbol and “Freeway Patrol.”

•	 Notification/dispatch procedures may be either an Incident Responder who comes 

across an incident (be it debris, stalls, or accidents) and relays that information back 

to the TMOC or the TMOC being called by a civilian or a police agency, who will then 

dispatch an Incident Responder to confirm the incident with eyes on scene.

•	 Number for general public to call.

•	 Our people are dispatched by Washington State Patrol. So our people respond like 

their troopers do.

•	 Our TMC is a 911 dispatch center and a traffic management center with State 

Police presence. All information on the system and off the system is reported to the 

operations center.

•	 Road Rangers are dispatched by the Traffic Management Centers, the contractor, or 

via self dispatch when they observe a motorist in distress or when they observe an 

incident such as debris on the highway or an accident that has just occurred.
95

•	 Sign in and sign off. They use unique numbers to locate staff. They use push cards, tear 

out numbers and *67.

•	 SP Dispatched by TMC, PA State Police, and self.

•	 SPVs will communicate and take orders and directions from the Department. At the 

beginning of each service, or upon finding any disabled vehicle, the SPV operator 

will notify the TMC of location model, color, and plate number of disabled vehicle. At 

the end of each service call, the SPV operator will notify the TMC and will fill out an 

incident information form and submit these to the Department on a weekly basis. If 

a repair will take more than 10 minutes to complete, the vehicle is relocated to a safe 

location off the interstate and the motorist is provided with a cell phone to use in 

order to obtain further help.

•	 The FSP is a roving service and this is how they locate the majority of the stops they 

make. At this time local law enforcement partners also have the ability to dispatch the 

FSP when needed.

•	 The service patrol calls in to the TMC dispatcher at beginning and ending of shift. 

For each motorist assisted, the FSP contacts the TMC dispatcher upon arrival, during 

the service and at the end of the service to log times, location of service, vehicle 

information, and services provided. The TMC phone number is available to the public.

•	 We have a large paging system for a multitude of state and federal agencies. State 

police are required to call and notify us of anything they know. We also monitor on 

our own using scanners.

•	 We have a navigator system, called call takers. We find out about accidents by driving 

up on it or being notified by the TMC. The TMC houses our dispatch operation. Call 

takers manage 511 system and take calls (from 911, the public, police, etc.).

•	 We typically receive calls for assistance from law enforcement. The number for our 

program is not advertised. Dispatch is either directly with law enforcement, through 

the TMC, or they self dispatch when incidents are discovered along their routes.

•	 2-way radio, Nextel Direct Connect, cell phone dispatch to support roving service 

patrol service.

•	 10-10, 10-8, 10-7, etc.

Kansas Motorist Assist VehicleKansas Department of TransportationIs the service patrol 

number available/advertised to the general public for roadside assistance?

•	 Yes

– Advertised as calling *FHP for roadside assistance. 

– Motorist may call *99 for roadway assistance.

– Number for general public to call operated by local law enforcement and can call 

*THP and *847.
96

– To advertise to the public, they use key chains, pencils, go to the auto shows 

and go to booths to advertise programs. Sheriff just did a commercial for their 

anniversary as a public announcement.

– 511 is the service patrol number.

•	 No

– No, not directly. But, the public can dial #77 for state police or 911 to get through 

to the local dispatch center.

– No patrol number is available/advertised to the general public.

– No release of Incident Response numbers occurs to the general public, these 

identification numbers are used solely in house for identification purposes.

– No, service patrol number direct communication by the public is not available.

– No, the number is not published.

– Public can’t call, can only call 911. No one knows the other number.

– Public is directed to call 911 for roadside assistance and then the state patrol can 

dispatch our folks.

– The service patrol number is not advertised to the general public, we advise the 

general public to call 911.

– There is no one dedicated service patrol phone number and therefore nothing is 

available/advertised to the general public. 

– There is no present advertising of the service.

– We do not provide motorists with a number to call for roadside assistance.

14. Describe any other support elements to the service patrol program, such 

as: 

•	 Vehicle maintenance:

– Done by our Maintenance Department 

– Done within DOT by our office of equipment management. We handle the normal 

routine. We have the ability to use our state/fuel express cards to get oil changes. 

Basic maintenance is done through our Office of Equipment Management.

– Handled by DPS

– Incident Responders work hand in hand with maintenance crews to mitigate an 

accident or provide traffic control. Typically IR is the first on scene and establish 

temporary traffic control until maintenance shows up. Once maintenance crews 

arrive they take over long term traffic control and the Responders are released to 

resume patrols of his corridor.

– Sheriff’s department handles maintenance and the facilities—they own trucks and 

operate

– Provided by our Equipment Unit

– TDOT maintenance centers, on same campus, dedicated mechanic or 2

– Used by Harris County. Take care of all the maintenance 

– We maintain our own vehicles

– Contractor responsible:

	All of the tow trucks are taken care of by the individual companies.
97

	By contractor.

	Contractor provided.

	Contract out vehicle maintenance or use state highway facilities for vehicle 

maintenance. Our maintenance vehicles may be overburdened so we go 

outside for quicker service to ensure vehicles are on the road.

	Drivers are contracted, so most of the elements are the responsibility of the 

contractor.

	FSP vehicle maintenance is the responsibility of the FSP contractor.

	It is part of the contract for the contractor to provide.

	The contractor is responsible for the vehicle maintenance during non-patrol 

hours.

– Combination services:

	In-house and outside vendors to repair our vehicles. Three mechanics on one 

shift working together. Major repairs go to outside vendors.

	Varies by contract and city. Guys are responsible for maintaining their own 

vehicles (to an extent), monthly service coupon (brakes). Dealership does major 

work (mostly are still under warranty).

– General comments on maintenance:

	Regular oil changes, fluid changes, etc. Each truck puts on about 65,000 to 

70,000 miles per year, and each truck is replaced approximately every 3 years 

(200,000 miles). Snow tires are used in the winter.

•	 Maintenance facilities:

– In-house/DOT/city/county/law enforcement facilities used:

	All trucks are maintained at a MnDOT maintenance facility.

	Handled by DPS.

	Maintenance facilities are used a strategic staging areas for the Incident 

Response trucks. Instead of having one centrally located facility that all the 

trucks are staged at, we have strategically placed Incident Response trucks 

at the nearest maintenance facility closest to the Responders home address 

(within the Metropolitan area) to decrease response times when responding to 

emergencies or when reporting to their corridors for day to day operations.

	Park at state police/highway patrol barracks. Don’t have much tied up in the 

overhead of maintenance facilities. Try not to put money into the program into 

items that don’t add to service.

	PTC maintenance sheds.

	We call out maintenance when we need them. We have a partnership with the 

state patrol where they provide training to our people.

	Work with TDOT Maintenance.

– Contractor responsible:

	By contractor.
98

	Contractor provided.

	Drivers are contracted, so most of the elements are the responsibility of the 

contractor.

	The contractor provides as part of the contract.

– Other:

	Numerous facilities in our area that we go to.

	Trucks are taken to downtown facilities.

•	 Outreach and awareness:

– Yes 

	At the end of the service call.

	By DOT.

	FTOs (field training officers) within the unit and supervisors go out on shifts in 

different areas and do outreach to different fire/police departments to let them 

know what our capabilities are, let them see trucks, go to roll calls, etc.

	In the beginning when the FSP service first started, there was a press conference 

held to inform the public about the service.

	Instant management committee around the state, public affairs office, 

communicate and development relationship with radio and TV traffic reported – 

cheerleaders, operators go to community events and schools.

	MAG Web site—that’s the only place with an update. Also, show off vehicles 

at events; well recognized; lots of support from public; 12,000 motorists were 

helped last year.

	Media outreach (ride along with the Service Patrol).

	Most recently a public awareness campaign was held referencing the “Move 

Over Law” that has been recently approved and released within Oregon. During 

this campaign it was identified that the Incident Response trucks performing 

motorist assists on the side of the highway are also certified emergency vehicles 

that fall under the category of this law. 

	Only do if there is a request. TxDOT is looking into this; no plan yet.

	Our people to call in and update the TMC and that information gets put out via 

web site, etc., and released to public 

	Probably not enough of this done. A few years ago, due to budget shortfalls, 

the legislature and MnDOT were looking at ways to reduce costs and they 

considered eliminating this program. After much education effort, we were 

able to convince them that the FIRST program is a vital component of our 

Incident Management program and has many benefits to the public including 

congestion reduction and crash reduction.

	Public Affairs department that handles that.

	Talk to Exxon, have booths at conferences, speak to citizen’s groups.

	We promote the program through brochures and posters.
99

	WisDOT has developed a brochure describing the service and FSP operators 

hand the brochure out at each assist they make.

Standard Operating Procedures/Guidelines - Yes/No, if yes may we have a 

copy? 

•	 Yes 

– A copy of the contract can be made available upon request. 

– Being reviewed and updated. We keep up on everything from state and federal. 

– DPS has them.

– Guidelines are included in the FSP contract language and the draft RFP for contract 

services (copy provided).

– Our current Standard Operating Guideline is being revised (copy provided). 

– Pretty standard. Didn’t feel comfortable giving the SOP Guidelines as they are in 

the midst of updating. Will be out shortly.

– Under redevelopment at this time.

– We have guidelines for the service patrol vehicles in the contract, but there are no 

Standard Operating Procedures.

– Yes, Unified Incident Command plan.

•	 No

– Not yet developed.

– There are no written standard operating procedures; the contract indicates how 

the FSP are to operate.

15. In this era of National Preparedness for disasters, how is the service patrol/

personnel anticipated to be used during a major disaster? 

•	 Add vehicles as necessary to facilitate traffic.

•	 Any motorist that stops on the highway or on top or under structures is checked and 

encouraged to move on as a normal part of business. Removing incidents quickly and 

helping keep motorists moving during any type of evacuation by opening the lanes 

with either providing fuel or fixing minor issues or towing vehicles is an asset besides 

the normal elements of protecting the scene by blocking lanes in a very expeditious 

way until additional help arrives.

•	 Assistance to highway patrols, both PSP and local police, for disabled vehicle removal 

and for assistance with traffic control. 

•	 By DOT or patrolling authority as requested. All depends on the agency. For example, 

hurricane in Florida—sent a bunch of trucks down there, vans are there to be used as 

needed, but not part of a plan or a first responder list, no MOU.

•	 During Hurricane Rita it was a big deal. They were escorting field trucks and offering 

cases and cases of water. Fuel was also provided. Escort of fuel tanks. Whatever they 

could help with for people. 
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•	 If a disaster happens, FSP is not allowed to go outside their scope of work. Based on 

the type of and seriousness of disaster, the FSP program will be suspended for that 

day.

•	 In accordance with UIC, evacuation, and detour plans.

•	 Incident Response and the TMOC would perform their duties as they do on a day to 

day operation. Both crews are fluent in the Incident Command System and its intent. 

Specific guidelines are referenced out of our Emergency Operations Plan that outlines 

specific procedures above and beyond current day to day operations.

•	 It is anticipated that the FSP would operate during a disaster - i.e. if there was an 

evacuation the FSP could provide a valuable service in quickly assisting/removing 

stalled vehicles, which could have significant impact on traffic flow.

•	 Not part of a formalized plan—in the process of formalizing. Are responsive to the 

sheriff’s department. Have the capability to call people, though not in contract.

•	 Provide traffic control assistance.

•	 Road Rangers provide evacuation support for motorists. Beats can be expanded, and 

can be augmented with emergency contracts to function on short notice once a state 

of emergency is declared.

•	 They are all ICS 100 & 200 certified. The supervisors are kept up to date on Hurricane 

routes that they will patrol and other disaster-related information that is shared with 

NCDOT by State Emergency Management through regular meetings.

•	 They will be used as they are during normal rush-hour operations unless called upon 

to provide traffic control at a specific location, e.g., a ramp to the interstate, etc.

•	 Use them like we would use for any major emergency, have the ability to call them in 

to keep the roads open with tow trucks. No disaster training being done.

•	 We have held meetings with the MnDOT Director of Homeland Security and are 

part of the established metropolitan evacuation plan. We will follow the incident 

command structure in any major incident. We are generally used to provide traffic 

control and block ramps, etc.

•	 We help with evacuations in times of contraflow. Our role is to assist in helping to 

keep roads open during an evacuation.

•	 We do a variety of things. We act as state highway liaison; provide traffic control, 

clearance support, and equipment support; act as liaison for equipment routing; and 

serve as a conduit to signal operations to retime signals along alternate routes.

•	 We would do the same as we do now, respond to highway emergency initially and 

then assist state patrol or National Guard as needed. We are support to Wisconsin 

patrol or National Guard. We would be involved in wind storms, for example. We 

would shut down roads and put traffic control in place. Once situation is stabilized, 

assist with traffic control. Our function at a big emergency is the same, but the scale is 
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larger. Our people are all trained in NIMS and know their role in terms of assisting and 

supporting that system.

•	 Work with other agencies as needed and provide support to homeland security, etc.

•	 Work with TEMA, employee staffed with them that coordinates management of 

activities, included in state disaster plan, part of Nashville downtown evacuation 

planning. Value is traffic control; constantly in training.

5.4 Benefits and Lessons Learned

16. A: How is the general performance of the program measured? (NOTE: 

Some service patrols use more than one method to measure performance 

so those were separated into the categories below.)

•	 Comments cards/survey forms:

– An FSP Assisted Motorist Survey Form has been developed to collect information. 

It is included as a component of the FSP Program Brochure. The driver distributes a 

copy to each party they assist. 

– By motorists feedback, immediate contact evaluations.

– Public comments.

– Public feedback—comment card, often via email.

– Push to have comment cards that they give to the motorists. Most are very positive.

– Self addressed/postage paid survey cards are provided to every motorist assisted.

– The operators are also required to distribute motorist comments cards to each 

motorist they assist. These cards are sent directly back to WisDOT and are regularly 

reviewed.

– Visibility on the roadway and a State Farm customer satisfaction reply card 

– We get comment cards, letters, number of stops, and types of service provided 

information from the districts. Rangers carry comment cards with them. The 

comment cards are provided to the motorist, and it is requested that the motorist 

fill out the card and mail (postage is paid by FDOT) them to the central office. We 

review and scan for data and provide summary back to districts.

•	 Program Statistics:

– By number and type of assists. This year, TMC is dispatching so response time and 

incident duration will be measured.

– Contractors are required to maintain detailed service logs, which are used to 

identify simple performance measures such as number of motorist assists and type 

of service provided.

– Currently, the program is measured only by the number of incidents removed, 

type, and duration.

– Have them report on activities, daily, weekly, and monthly reports. Record 

successful assists.
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– Incidents can be queried to determine response, clearance and reporting times 

for local agencies to determine the efficiency of the program and identify 

improvement areas during lessons learned debriefs.

– Measured by the number of calls received.

– Patrol statistics (specific incident info). All vehicles have mobile data computer that 

is entered in real time—know what happened during all calls. If there is a vehicle 

that isn’t meeting standards, need to reevaluate operating and/or route. 

– Performance of the program is measured by how many motorists are assisted each 

year and how quickly vehicles are removed from the roadway.

– Statistics. How many contacts are made on the street with other motorists. 

Statistics that are generated based on work being done. Collect info on amount of 

work being done. Comment sheet from public, 15-20 responses/month – mostly 

positive.

– We have a gray notebook, quarterly reporting of performance throughout agency. 

We also participate in the government accountability program, and partner 

with patrols to report performance, response times, and clearance times with 

Governor’s GMAP program.

– We have performance goals in business plan that we try to meet every year as far 

as response times, etc.

– We have only been using number of stops. We are changing to a more 

performance-based management and will grade the program based on response 

times, clearance times, and congestion levels. This is under development.

– We look at the number of assists, clearance times, travel lanes broken down into 

commercial incidents vs. incidents that don’t have commercial vehicles involved. 

We look at time frames as far as roadway clearance and incidence clearance, and 

the time it takes to get all responders off scene. We look at response times to get all 

equipment off scene.

– We measure incident clearance times including interim measures of FIRST arrival, 

State Patrol arrival, tow arrival, lanes clear, etc. We also document numbers of 

incidents we respond to and type of incident (stall, stall blocking, crash, debris, 

etc.).

– We measure performance based on the number of motorists that have been 

helped. Get a break down of how many and circumstances.

•	 No real measurement:

– Hard to measure; didn’t do a lot of pre-program analysis. Don’t have a cost–benefit, 

just use TTI figures. They project savings of $15, keep count of traffic of numbers—

biggest challenge.

B: Has a benefit/cost ratio been determined? If so, does a report/document 

exist that summarizes how the ratio was calculated and what assumptions 

were made and may we obtain a copy? 

•	 No (7):

– If it has, I don’t remember. Not sure.

– No, wish there was a national standard for cost benefit.
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– Not been attempting yet, thinking about getting some.

– Not to my knowledge. But University of Washington Research Center has a 

program to do a benefit/cost study. Should be available in 2008/09.

– Thought about it, but thought it was a waste of time. Other studies indicate better 

than 1:35; not a danger because funded for 20 years.

– Unknown.

•	 Yes:

– A B/C ratio has not specifically been determined, although a formal evaluation 

of the program was conducted by Marquette University and the University of 

Wisconsin in 2000. 

– A cost benefit analysis was completed in November of 2005. The overall cost 

benefit ratio for the Florida Road Ranger Program is 25.8 to 1. A summary of the 

report has been attached.

– Customer service value and P3 offsetting costs. 

– In some markets, yes.

– The effectiveness of the FSP program is assessed by calculating the annual 

benefit/cost ratio of each FSP beat. First, the annual savings in incident delay, 

fuel consumption and air pollutant emissions due to FSP service are calculated 

based on the number of assists, beat geometries and traffic volumes. The savings 

are then translated into benefits using monetary values for delay ($10/hr.) and 

fuel consumption ($2/gal.). The costs include the annual capital, operating and 

administrative costs for providing FSP service. The FSP evaluation methodology is 

incorporated into an Excel spreadsheet. Input data requirements consist of beat 

geometries (number of lanes, presence of shoulders), traffic volumes, and the 

number and characteristics of FSP assists. The statewide average benefit/cost ratio 

for fiscal year 2006/07 was 6.3-to-1. 

– There was an evaluation completed by the Pennsylvania Transportation Institute 

1 1⁄2 years after the onset of the Parkway Service Patrols. This report included 

the benefits of having the service patrol. It was never matched against the costs 

associated with having the patrol.

– We have a cost-benefit ratio study done every year by the University of Maryland. 

Ours is one of the premier benefit-cost ratios in the country, along with 

Washington State. Older studies also on www.chart.state.md.us Reading room.

– Yes, attached (NCDOT).

– Yes, 15.8:1. 

– Yes, in 2004 Portland State University Center for Transportation Department of 

Civil & Environmental Engineering Center for Transportation Studies created 

the document titled Using Archived Data to Measure Operational Benefits of ITS 

Investments: Region 1 Incident Response Program.

C: How is contractor performance measured?

•	 Comments cards/surveys

– At the end of each service call, the motorist is provided with a self-addressed 

stamped post card evaluating the service he received. If an operator receives more 
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than one unfavorable review in the last six shifts he worked, he will be counseled, 

a second such situation will result in a warning, a third will result in a suspension, 

and a fourth will cause a dismissal.

– It is measured on the responses we get from the traveling public. At the onset, 

there were pre-paid post cards that were given to motorists on the service they 

were provided. These cards were sent to the TMC Manager and tracked.

– Public comments are the best indicator.

– Survey cards.

– The operators are also required to distribute motorist comments cards to each 

motorist they assist. These cards are sent directly back to WisDOT and are regularly 

reviewed.

– Through the use of the Survey Cards.

•	 Statistics and public comment

– By number and type of assists and customer survey cards.

– Contract compliance, patrol statistics, patrolling authority and public feedback.

– Contractors are required to maintain detailed service logs, which are used to 

identify simple performance measures such as number of motorist assists and type 

of service provided. 

– There are regular employee evaluations. Performance based on number of 

contacts per day. As individuals, they’ve helped on the road to fill out a survey. 

They receive hundreds of thank you letters that they also use as a performance 

measure.

•	 Statistics/contract requirements/inspections

– Contractors are gauged by number of trucks on road; trucks are reviewed and 

inspected for proper equipment by district supervisor.

– Every month, the truck and driver is inspected by a FSP coordinator and they can 

receive a grade of needs improvement, meets, exceeds, and outstanding. Every 3 

months, we give an award for driver of the quarter. Driver of the quarter is based 

on the monthly inspections, citizen write-ins, no complaints, no accidents, and not 

being counseled for the 3 months. Once a year, we give an award for driver of the 

year. The driver of the year is picked from the four drivers of the quarter.

– Submitting reports, close handle on it so we are very in the loop. Send out own 

inspectors. Hear from State Police.

•	 Other comments

– Partnering with other agencies to help growth. Active participants in FHWA; would 

like to see a national coalition.

17. A: From your experience what are your top lessons learned? 

•	 Coordination/relationships with other agencies:

– Effective communications with all the partners is key to clearing incidents quickly 

and safely.
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– Getting agency (and the right agencies) so that it can be sustained. Lucky to get 

with the MPO without having to dance around for funding. If you are doing this, 

look at integration into overall transportation planning process.

– Incident response is part of overall traffic incident management program within 

the state. It’s bigger than just Washington patrol and DOT. It is a true partnership 

with other agencies. And trying to maintain partnerships is cost intensive and time 

intensive, with all the counties and personnel. So it’s a challenge. Also, dealing with 

local agencies that don’t have centralized command and control. So it’s a challenge 

to reach out and touch all the people in all the areas that you need to partner with.

– It is all about the relationships; most traffic incident management problems 

can be handled through communications and relationship building. If there’s 

a need to spend money on equipment training, the biggest bang for buck is 

developing relationships and everyone working together. Goes a long way. When 

those relationships get built, we are able to discuss the real issues out there in a 

non-confrontational manner and start discussing solutions. We work together as a 

group to get those things done.

– It is very important to establish positive relationships with law enforcement and 

the towing industry before implementing a freeway service patrol program. 

Convincing everyone that a service patrol is an integral part of an Incident 

Management Program and getting support from all involved will make for a 

smooth transition. 

– When we first began program, there was a lot of interaction with law enforcement, 

but not much with fire department. We needed to have more with fire department. 

And we have been working on building that relationship and coordinating with 

them.

•	 Funding:

– Funding—not that high. Can’t hire auto mechanics; get people who are interested 

in autos and trucks.

– Insure the portion of program funding dollars is directed towards program 

operation rather than administration of the program.

– One of the challenges is the higher fuel costs. Fuel is such a huge part of what we 

do. Trying to absorb cost of higher fuel is impacting our program.

•	 Incident management:

– Incident response is more than just incident response trucks. We have agreements 

with 14 counties to haul vehicle/body and do extrication there and reduce 

exposure of responder. Incident response is just one piece of incident traffic 

management. It involves a lot of different players, so we have to work with them.

– In minor incidents where vehicles could be moved from the roadway, their quick 

removal by the FSP has allowed us to restore traffic flow more quickly and reduce 

the traffic queuing (observations made during events by watching the CCTV 

cameras in the area).

– The effectiveness of the VMS boards on the FIRST trucks is invaluable in helping to 

direct traffic and slow motorists down. 
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– The program is needed for both managing traffic congestion, providing costumer 

service, and assisting with NIMS. With three service vehicles, we had been helping 

8,000 motorists a year, and since we contracted out six more at reduced hours, 

we are up to 14,000 assists. The emergency responders love the service and 

continuously ask to increase the hours of coverage.

•	 Outreach:

– A lot of motorists aren’t aware the service is available, so we need to make sure 

motorists are more aware.

– Provide Community Safety Education and event support.

– There is public education and outreach. Folks out there that know about us are the 

ones that see and use us, but we need to reach out more to those who haven’t yet 

used our services.

– We are also providing more public information on the Move Over law that is in 

effect in Florida as well as other states.

•	 Personnel:

– Biggest challenge is turnover of personnel within the contractor; his was the low 

bid so quality can be marginal, because he is just squeaking by. Trying to establish 

a minimum wage to the drivers. If I had it my way “take a serious look at making it 

state employees because you can give them more experience and responsibility;” 

states would take over all together. Also, would like to have at least 16 hours a day 

coverage; would be easier to get with state workers.

– Expanding a program with temporary employees minimizes growth. Turnover and 

retention is a constant issue. Constant retraining of new employees is also an issue. 

With experience comes the benefits of added safety (with additional knowledge) 

and efficiencies in clearance techniques with the added skills learned over time.

– From the contracting side, make sure the hours of operation equals a full shift for 

each driver to enable each driver a 40-hour work week (you will end up paying the 

same amount for a 6-hour day as you would for an 8-hour day).

– Managers deal mostly with personnel. Get qualified people who are interested in 

doing the work.

– Match personnel training to incidents expected to resolve. Hire and support the 

best people as operators.

– More positions are needed to effectively mitigate traffic in the upcoming future. 

Traffic congestion will only increase with more vehicles on the road and with 

limited construction capabilities we will be forced to find unique ways to manage 

incidents thru contra-flow during big incidents, most efficient access points for 

emergency services, etc. 

•	 Public Benefit:

– Has always been a great benefit to our customers.

– I’ve learned this is a great program and it is a great benefit to the public.

– Public has embraced the service.
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– The MAP program has been received well by the public and provides an 

opportunity to foster good will and to increase mobility on the transportation 

system.

– The program is very beneficial to traveling motorists, and the majority of people 

sincerely appreciate service when received. 

– The public is appreciative of the service, but holds very high expectations of 

PennDOT for this. If a motorist is in distress during times when the service patrols 

are not active, they asked about it and wanted to know why they were not assisted 

as others have been. These times show that through the expansion of the service 

patrol, more motorists would be assisted.

– The public survey cards returned indicate very positively that the public likes and 

approves of the service.

– Very valuable tool for the taxpayers. They are pleased with the service and how fast 

we react and respond to calls for help. Supervisors and staff do a great job.

•	 Safety/training:

– Any program that deals with highway safety can always do better at providing 

more training. We want to have as many patrols on the road as possible. 

Maximizing service is the goal, so training is hard to coordinate because we have 

to pull patrols off the road. Priorities are making sure they focus on safety and 

providing continuing education for the operators. 

– “Don’t turn your back to traffic” – training is important. Have to be aware of 

environment because it’s dangerous out on the road. Safety is important.

•	 Other lessons:

– Always stock up on water and always be prepared. 

– Implement web-enabled systems to monitor personnel attendance and 

performance. 

– Provide public safety level AVL/GPS systems. Design, build, and equip service 

vehicles to address a wide variety of incidents. 

B: What has been your biggest challenge and what lessons learned can you 

offer from your experience administering the program? 

•	 Contracting:

– Progressing through the contract process with all the different departments/

divisions that need to assist, review, and approve the contract documents. Insuring 

that the payments to the contractor are processed in the system in a timely 

manner for the services that have been rendered.

– WisDOT has found that it is very important to have dedicated staffing for contract 

administration when services are contracted out. Additionally, a comprehensive 

contract with clear, strong contract language is invaluable. Finally, one of the 

biggest challenges has been ensuring that contractors follow driver training 

requirements and hire good, well qualified operators for the service.

•	 Explaining the benefits/quick clearance:
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– Balancing our IMAP program with our ITS program. For a long time, we focused 

on traveler information and installed message boards, detection and cameras to 

tell the public what was in the road. Explaining the benefits of actually clearing 

the road has been difficult. Without proper reporting, expanding our program has 

been difficult.

– Biggest challenge is communicating and demonstrating to ITS managers and 

consultants the value of implementing public safety level freeway service patrols 

and why they meet the needs of the motoring public and patrolling authorities 

alike.

– Even with the assistance of the service patrols, we still have to coordinate 

better with our local partners to build an understanding of “quick clearance.” We 

communicate that through our service patrols, but since we do not have control of 

the incident, it is impossible to clear in an efficient manner.

– We are working hard to provide better communication between the program and 

other emergency responders.

•	 Funding:

– Funding is always an issue. Fuel costs and such make it tough to expand program. 

– This has been the most positive program implemented. However, we would like to 

see more patrol services and our own department personnel, instead of having to 

contract out. The biggest challenge is identifying money to support the program.

•	 Other challenges:

– AVL tracking is a good way to monitor the daily operation and having a good 

database helps to manage the program. 

– Expansion is a challenge because the personnel that work in Dallas County live 

there, makes getting around a challenge. Might have to get people and trucks from 

the other counties. Frustration for motorists—get a call at 8:45pm, but can’t help 

people because trucks have to be back by 9pm.

– They have not yet encountered any major challenges and the program is currently 

running very smoothly.

•	 Qualified personnel:

– As populations increase so too will traffic. Without the appropriate level of 

positions that will increase at an equitable rate with the population growth, the 

traffic situation will far outweigh the staffing agencies will have to combat the 

growing problem. 

– Keeping qualified personnel. Currently union personnel at a low rate. Personnel 

tend to be up out of the position.

– The biggest challenge to our FSP program is the rotation of the drivers. New drivers 

constantly need training on radio procedures and how to respond to calls.

18. If more funding was to become available, how would it best be spent? 

(Some had several priorities so these have been split into the categories 

below.)

•	 Expand service areas/hours
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– Add more patrols and mileage to be able to assist on the side of the road for minor 

incidences. More coverage to expand to the highway and not only the interstate.

– Expand and increase our patrol. 

– Expand to York and Lancaster metropolitan areas (add 5 to 6 more trucks).

– Expanding the coverage area to incorporate all of the freeway miles in the Lehigh 

Valley, which would require more FSP vehicles as well as expand the hours of 

operation to cover the portion of the day that carries the majority of the traffic 

(currently Monday to Friday 6 am to 9 am and 3 pm to 7 pm, consider Monday to 

Friday 5 am to 10 pm).

– Have a night shift and weekend shift.

– I would increase the service. 

– I would like to expand our coverage on I-79 to the north and south, and I would 

include major arterials that lead into the City of Pittsburgh. These facilities are very 

narrow and any incident causes major motorist delay. With the help of service 

patrols in these areas, I believe we would be able to assist more motorists and clear 

smaller incidents more quickly.

– Increase hours and service areas.

– Increase the hours of operation, would be good to expand to the shoulders areas 

of the peak periods. Extra special event coverage. 

– Increased patrols would provide more public benefit.

– More coverage, additional routes and expanded hours (2nd more important).

– Probably to expand coverage (add routes).

– Provide additional service vehicles to patrol roadways and extending patrol hours 

of existing routes.

– Right now, we’ve got a lot of funding coming our way because we’re expanding 

our operation and the program even more. So that would be the biggest thing. 

Expanding the area, more trucks, and more territory.

– Then consider expanding the patrols. 

– We also would like to have 24/7 patrols.

– We would extend the hours of coverage in some existing areas, and add new 

coverage areas. 

– WisDOT would expand the hours of operation and possibly the areas of service. 

Specifically, services would be expanded to further support seasonal and special 

event traffic demands.

– Would like a 24/7 operation

•	 Additional staffing/contracting/increase pay levels:

– Change salary and allow for advancement for the personnel.

– If acquiring permanent positions remains as it is now, the money would be spent 

contracting our additional patrols and looking into putting a skeleton patrol out 

for a 24/7 response. We are still a response agency after notification. We need to 

become an emergency response agency that is more proactive in clearing lanes. 

Expanding this program is the best, most cost effective way to bridge the gap to 

having NCDOT become a truly proactive response agency.
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– Increasing positions for the Incident Response Program since we will never be 

able to build ourselves out of congestion, we will have to mitigate incidents thru 

effective and efficient traffic management of which the Incident Responders are an 

integral piece of a successful program.

– More positions would be great to expand program.

– Most important, would like to give pay increases to employees to hire additional 

people who have the education and skill level to do the job right.

– We are interested in pay incentives to heavy truck tows to clear traffic.

•	 Update fleet/equipment:

– Equipment and more training to begin with. Funding priorities right now are to 

ensure all rangers have the best equipment, provide more training, and expand 

program. We want to make sure the guys out there right now have the best 

equipment they can have.

– If more funding was available, it would best be used for newer radios.

– Update our fleet and add more trucks and equipment. Hire more employees and 

mechanics. Purchase more equipment that is needed to update the fleet.

– Upgrade equipment (including cameras, detection, etc. in addition to equipment 

in and on the trucks).

•	 Additional priorities:

– Additional detection on system to monitor things and react electronically.

– Do more outreach and marketing.

– Interested in having regional traffic incident management teams to support 

local programs. We would also like to continue and expand a statewide traffic 

management conference. We had the first conference last year on a shoestring 

budget. Need 400 or 500 people there to do something.

– Interested in traffic incident management training at fire academies and schools.

– We could use more funding for tow-away zones in metro areas.

– We would like to have funding for rural fire departments. Complaints that they 

have to come out on state highway and get no revenue for that.

WSDOT Incident Response Team truck

Washington State Department of Transportation
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Chapter 6. Glossary of Abbreviations 

and Terms

AADT – Annual Average Daily Traffic

AASHTO – American Association of State Highway and Transportation Officials

ADOT – Arizona Department of Transportation

AED – Automated External Defibrillator

ATIS – Advanced Traveler Information Systems

AVL – Automatic Vehicle Location

Caltrans – California Department of Transportation

CapWIN – Capital Wireless Information Net

CCTV – Closed Circuit Television

CDL – Commercial Driver’s License

CDOT – Colorado Department of Transportation

CHP – California Highway Patrol

CMAQ – Congestion Mitigation and air Quality

Congestion Initiative – The National Strategy to Reduce Congestion on America’s 

Transportation Network. Announced initiative and plan by U.S. DOT to reverse trends of 

congestion.

ConOps - Concept of Operations. A formal document that provides a user-oriented view 

of a proposed new system. (Source: IEEE Guide for Information Technology-System) 

DDOT - District Department of Transportation

DHS – Department of Homeland Security

DMS – Dynamic Message Sign also referred to as a Variable Message Sign (VMS)

DOT – Department of Transportation

DOTD – Louisiana Department of Transportation and Development

DPS – Arizona Department of Public Safety

DWI – Driving While Intoxicated
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EMS – Emergency Medical Services

EMT – Emergency Medical Technician

EOC – Emergency Operations Center

ESF – Emergency Support Function

ETO – Emergency Transportation Operations

FDOT – Florida Department of Transportation

FFSP – Full-Function Service Patrol

FHP – Florida Highway Patrol

FHWA – Federal Highway Administration

FSP – Freeway Service Patrol

FTO – Field Traffic Officer

GDOT – Georgia Department of Transportation

GED – General Equivalency Diploma or General Educational Development

GPS – Global Positioning System

HAZMAT – Hazardous Materials

HAZWOPER - Hazardous Waste Operations and Emergency Response Standard 

HOT – High Occupancy Toll

HOV – High Occupancy Vehicle

HSPD – Homeland Security Presidential Directive

IC – Incident Commander

ICS – Incident Command System

IDOT – Illinois Department of Transportation

IMAP – Incident Management Assistance Patrol

IR – Incident Response

IRU – Incident Response Unit

ITS – Intelligent Transportation Systems

ITS JPO – ITS Joint Program Office

KDOT – Kansas Department of Transportation

KHP – Kansas Highway Patrol
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MAG – Maricopa Association of Governments

MAP – Motorist Assistance Program

MDOT – Michigan Department of Transportation

MDX – Miami-Dade Expressway Authority

MnDOT – Minnesota Department of Transportation

MoDOT – Missouri Department of Transportation

MOU – Memorandum of Understanding

MPO – Metropolitan Planning Organization

MUTCD – Manual on Uniform Traffic Control Devices 

NCDOT – North Carolina Department of Transportation

NDOT – Nevada Department of Transportation

NFPA – National Fire Protection Agency

NHS – National Highway System

NHTSA – National Highway Traffic Safety Administration

NIMS - National Incident Management System. “The National Incident Management System 

provides a systematic, proactive approach guiding departments and agencies at all levels of 

government, the private sector, and nongovernmental organizations to work seamlessly to 

prepare for, prevent, respond to, recover from, and mitigate the effects of incidents, regardless of cause, size, location, or complexity, in order to reduce the loss of life, property, and 

harm to the environment.” (Source: National Incident Management System, FEMA 501, Draft 

August 2007)

NRF - National Response Framework

NTIMC – National Traffic Incident Management Coalition

NTTA – North Texas Tollway Authority

NUG – National Unified Goal. Established by the NTIMC, the NUG is: responder safety; safe, 

quick clearance; and prompt, reliable, interoperable communications.

NYSDOT – New York State Department of Transportation

OSHA - Occupational Safety and Health Administration

ODOT – Oregon Department of Transportation

PennDOT – Pennsylvania Department of Transportation

PIO – Public Information Officer
114

PPP – Public-Private Partnership

RITA - Research and Innovative Technology Administration

ROP – Roadway Operations Patrol

RTMC – Regional Traffic Management Center

SANDAG – San Diego Association of Governments

SHSP – Strategic Highway Safety Plan

SLERS – State Law Enforcement Radio System

SOG – Standard Operating Guideline

SOP – Standard Operating Procedure

SPV – Service Patrol Vehicle

TCL - Target Capabilities List

TCT – Traffic Control Technician

TDOT – Tennessee Department of Transportation

TEMA – Tennessee Emergency Management Agency

TIM – Traffic Incident Management. Defined as “the systematic, planned, and coordinated 

use of human, institutional, mechanical, and technical resources to reduce the duration 

and impact of incidents, and improve the safety of motorists, crash victims, and incident 

responders.” (Source: Traffic Incident Management Handbook)

TIM Responder – Personnel responding to an incident that mitigate its effects. May 

include personnel from law enforcement, fire service, emergency medical services, HAZMAT, 

emergency management and public works

TMC – Traffic Management Center, may also be known as a Traffic Operations Center

Traffic Control Device – “All signs, signals, markings, and other devices used to regulate, 

warn, or guide traffic placed on, over, or adjacent to a street, highway, pedestrian facility, or 

bikeway by authority of a public agency having jurisdiction.” (Source: MUTCD)

Traffic Incident – “An emergency road user occurrence, a natural disaster, or other nonrecurring or unplanned event that affects or impedes the normal flow of traffic” (Source: 

MUTCD); or “Non-recurring event that causes a reduction of roadway capacity or an 

abnormal increase in demand” (Source: Freeway Management and Operations Handbook)

TTC - Temporary Traffic Control. In the context of the Service Patrol Handbook, TTC services 

are used in emergency or traffic incident situations. TTC devices, equipment, and personnel 

are implemented in response to an unplanned traffic incident. Typically includes resources 

that are “on-hand” and readily available to TIM responders and the FFSP. Should not be 
115

confused with TTC imposed in response to highway maintenance, highway work zones or 

planned major events with longer durations.

TxDOT – Texas Department of Transportation

U.S. DOT – United States Department of Transportation

WSDOT – Washington State Department of Transportation

WisDOT – Wisconsin Department of Transportation
116

Florida Department of Transportation radio truck

Florida Department of Transportation
117

The following sections list the resources, documentation, interviews, and research used to 

support the development of the Service Patrol Handbook.

7.1 Interviews, Questionnaires, and Research

Using a standard questionnaire, 24 existing service patrol programs (listed below) were 

surveyed from across the United States. In many cases, the programs supplied supporting 

documents such as training materials, vehicle specifications, presentations, and SOPs for 

review. Chapter 5 contains the results of the interviews with these agencies.

•	 Boston Samaritan Program, Samaritan

•	 California Highway Patrol, San Diego Freeway Service

•	 Florida Department of Transportation, Road Ranger Program

•	 Georgia Department of Transportation, HERO – Incident Response Units

•	 Houston (City of) Metro Police Department, Motorist Assistance Program

•	 Illinois Department of Transportation, Emergency Traffic Patrol (Minutemen)

•	 Kansas Department of Transportation, Motorist Assistance Program

•	 Louisiana Department of Transportation, Motorist Assistance Patrol

•	 Maricopa Association of Governments (MAG), Freeway Service Patrol (Arizona)

•	 Maryland Department of Transportation, Emergency Traffic Patrol

•	 Massachusetts Highway Department, CaresVan/Samaritan

•	 Minnesota Department of Transportation, Freeway Incident Response Safety Team 

(FIRST)

•	 New York Department of Transportation, Highway Emergency Local Patrol (HELP)

•	 North Carolina Department of Transportation, Incident Management Assistance Patrols

•	 Oregon Department of Transportation, Corridor Management Team (COMET)

•	 Pennsylvania Department of Transportation (Engineering District 5-0), Expressway 

Service Patrol

•	 Pennsylvania Department of Transportation (Engineering District 6-0), Expressway 

Service Patrol

•	 Pennsylvania Department of Transportation (Engineering District 8-0), Expressway 

Service Patrol

•	 Pennsylvania Department of Transportation (Engineering District 11-0), Expressway 

Service Patrol

•	 Pennsylvania Turnpike Commission, State Farm Safety Patrol

•	 Tennessee Department of Transportation, HELP

•	 Texas Department of Transportation, Courtesy Patrol

•	 Washington State Department of Transportation, Incident Response Units

•	 Wisconsin Department of Transportation, Gateway Service Patrol.

Chapter 7. Referenced Documentation
118

7.2 Service Patrol Ride-Along

A researcher also conducted a ride-along with the Florida Department of Transportation 

(District 5) Road Ranger program, operated by the Central Florida Regional Transportation 

Authority (dba LYNX), the region’s public transit agency. The researcher accompanied the 

service patrol operators during their daily routine to experience the patrols’ duties first 

hand.

7.3 Resources and Documentation

•	 COMET, ODOT’s Region 1 Incident Response Program, Standard Operations & Guidelines, 

Oregon Department of Transportation, March 31, 2008.

•	 December 17, 2003 Homeland Security Presidential Directive/Hspd-8, The White House, 

Available at http://www.whitehouse.gov/news/releases/2003/12/20031217-6.html

•	 Emergency Vehicle Safety Initiative, FA-272, U.S. Fire Administration, FEMA, August, 2004.

•	 Florida’s Turnpike Safety Patrol Program, Standard Operating Guidelines, Florida 

Department of Transportation, Florida’s Turnpike Enterprise, July 8, 2005.

•	 Focus on Congestion Relief, Federal Highway Administration. Available at 

http://www.fhwa.dot.gov/congestion/index.htm

•	 Freeway Management and Operations Handbook, Federal Highway Administration, 

September 2003.

•	 Freeway Service Patrols, A State of the Practice, David W. Fenno and Michael A. Ogden, 

Transportation Research Record 1634, Paper No. 98-0722, Transportation Research Board 

of the National Academies, 1998.

•	 Freeway Service Patrol Manual, HPM 100.47, California Highway Patrol, Revised March 

2004.

•	 Freeway Service Patrol. Maricopa Associations of Governments, Available at 

http://magwww.mag.maricopa.gov/project.cms?item=2085

•	 Freeway Service Patrol Warrants, Ohio Department of Transportation, Office of Intelligent 

Transportation System (ITS) Program Management, 2003.

•	 FSP, Standard Operating Procedures, San Diego Region, California Highway Patrol, 

Caltrans, SANDAG, Effective July 2005.

•	 HELP Program, Operations Manual, Tennessee Department of Transportation, Revised 

July, 2007.

•	 IEEE guide for information technology – system definition – Concept of Operations 

(ConOps) document, IEEE Std 1362-1998, IEEE Computer Society, 1998.

•	 Improving Mobility, Saving Lives, Safety Service Patrols, FHWA-JPO-99-005, Federal 

Highway Administration, 1999.

•	 Incident Management Assistance Patrol (IMAP) Warrant, Draft, North Carolina 

Department of Transportation, May 21, 2007.

•	 Incident Management Successful Practices: A Cross-Cutting Study, FHWA-JPO-99-018/

FTA-TRI-11-99-09, Federal Highway Administration, 2000.

•	 Incident Management System Model Procedures Guide for Highway Incidents, National 

Fire Service Incident Management System Consortium, Fire Protection Publications, 2004.
119

•	 Intelligent Transportation Systems Benefits, Costs and Lessons Learned Databases, U.S. 

Department of Transportation, Research and Innovative Technology Administration. 

Available at http://www.benefitcost.its.dot.gov/

•	 Intelligent Transportation Systems (ITS) Deployment Statistics, U.S. 

Department of Transportation, ITS Joint Program Office. Available at 

http://www.itsdeployment.its.dot.gov/

•	 Intelligent Transportation Systems (ITS) for Traffic Incident Management, Deployment 

Benefits and Lessons Learned, FHWA-JPO-07-001, Federal Highway Administration, 

January 2007.

•	 Intelligent Transportation System (ITS) Program, Performance Measures Review, Florida 

Department of Transportation, Traffic Engineering and Operations Office, September 

2007

•	 ITS Standards Advisory, Incident Management, Advisory No. 5, U.S. Department of 

Transportation, Research and Innovative Technology Administration. Available at 

http://www.standards.its.dot.gov/Documents/advisories/IM_Advisory.htm

•	 Manual on Uniform Traffic Control Devices for Streets and Highways, 2003 Edition with 

Revisions 1 and 2., U.S. Department of Transportation, Federal Highway Administration, 

December 2007. Available at http://mutcd.fhwa.dot.gov/kno_2003r1r2.htm

•	 Motorist Assistance Program, Fiscal Year 2006, Annual Report, Kansas Highway Patrol, 

Department of Transportation.

•	 Motorist Assistance Program, FY 2008 Budget Request, Kansas Highway Patrol.

•	 Motor Vehicle Traffic Crash Fatality Counts and Estimates of People Injured for 2006, 

National Highway Traffic Safety Administration, National Center for Statistics & Analysis, 

Updated January 2008.

•	 National Incident Management System, FEMA 501, U.S. Department of Homeland 

Security, Federal Emergency Management Agency, Draft August 2001.

•	 National Strategy to Reduce Congestion, U.S. Department of Transportation. Available at 

http://www.fightgridlocknow.gov/

•	 National Unified Goal for Traffic Incident Management, National Traffic Incident 

Management Coalition, AASHTO. Available at http://timcoalition.org/?siteid=41

•	 New Program for Stranded Motorists Launched. TRANS REPORT, Boston 

Metropolitan Planning Organization, September 2003. Available at 

http://www.bostonmpo.org/bostonmpo/resources/trpt0903.pdf

•	 Quick Clearance and “Move It” Best Practices, Executive Summary, I-95 Corridor Coalition, 

June 2005. Available at http://66.167.232.132/pm/ViewProject.asp?pid=128

•	 Regional Traffic Incident Management Programs, Implementation Guide, FHWA-OP-01-

002/FTA-TRI-11-00-03), Federal Highway Administration, 2001.

•	 Road Ranger Operations, Florida Department of Transportation, Traffic Operations and 

Engineering.

•	 Safe and Quick Clearance of Traffic Incidents, A Synthesis of Highway Practice, NCHRP 

Synthesis 318, Transportation Research Board of the National Academies, 2003.

•	 Service Patrol Resources, National Traffic Incident Management Coalition, AASHTO. 

Available at http://timcoalition.org/?siteid=41&pageid=2758
120

•	 Simplified Guide to the Incident Command System for Transportation Professionals, 

FHWA-HOP-06-004/FHWA-NHI-06-007, Federal Highway Administration, 2006.

•	 State of Florida, Open Roads Policy, Quick Clearance for Safety and Mobility, Florida 

Department of Transportation, Florida Highway Patrol, Signed 2002.

•	 Target Capabilities List, Department of Homeland Security, Lessons Learned Information 

Sharing, Available at https://www.llis.dhs.gov/docdetails/details.do?contentID=26724

•	 The 2007 Urban Mobility Report, David Shrank and Tim Lomax, Texas Transportation 

Institute (TTI), The Texas A&M University System, September 2007.

•	 The Economic Impact of Traffic Incidents on North Carolina’s Interstate Facilities, North 

Carolina Department of Transportation (NCDOT), September 2007Traffic Congestion and 

Reliability, Trends and Advanced Strategies for Congestion Mitigation, Federal Highway 

Administration, September 1, 2005.

•	 Traffic Congestion and Reliability: Linking Solutions to Problems, Federal Highway 

Administration, July 19, 2004. Available at http://ops.fhwa.dot.gov/congestion_report/

•	 Traffic Incident Management for the Towing Industry (TIMTOW), Towing & Recovery 

Association of America (TRAA), 2003.

•	 Traffic Incident Management Handbook, Federal Highway Administration, November 

2000.

•	 Traffic Incident Management Program, Federal Highway Administration, Office of 

Operations. Available at http://ops.fhwa.dot.gov/incidentmgmt/index.htm

•	 Trend and Pattern Analysis of Highway Crash Fatality by Month and Day, National 

Highway Traffic Safety Administration, National Center for Statistics & Analysis, March 

2005.

•	 Using Highways During Evacuation Operations for Events with Advance Notice, 

FHWA-HOP-06-109, U.S. Department of Transportation, Federal Highway Administration, 

ITS Joint Program Office, December 2006.

•	 What is CapWIN?, Capital Wireless Information Net, Available at http://www.capwin.org/

U.S. Department of Transportation

Federal Highway Administration

Office of Operations

1200 New Jersey Avenue, SE

Washington, DC 20590

www.ops.fhwa.dot.gov

FHWA-HOP-08-031

November 2008