TxDOT Values

People - People are the Department’s most important customer, asset, and resource. The wellbeing, safety, and quality of life for Texans and the traveling public are of the utmost concern to the Department. We focus on relationship building, customer service, and partnerships.
Accountability - We accept responsibility for our actions and promote open communication and transparency at all times.
Trust - We strive to earn and maintain confidence through reliable and ethical decision-making.
Honesty - We conduct ourselves with the highest degree of integrity, respect, and truthfulness.

TxDOT VISION

“A forward-thinking leader delivering mobility, enabling economic opportunity, and enhancing quality of life for all Texans.”

TxDOT Austin District Profile

The Austin District plans, designs, builds, operates and maintains the state transportation system in its 11 counties. The district conducts asset preservation and mobility projects to help keep motorists moving and to ensure the safety of the traveling public.

TxDOT Austin TMC Serves 11 Counties Including: Bastrop, Blanco, Burnet, Caldwell, Gillespie, Hays, Lee, Llano, Mason, Travis and Williamson

Austin Highway Emergency Response Operator (HERO)

Roadside Assistance Program

HERO Operations Overview

TxDOT, in partnership with the Capital Area Metropolitan Planning Organization, operates a free Highway Emergency Response Operator (HERO) patrol service program to clear minor crashes from area roadways and assist motorists in need.

The goal of the HERO program is to improve safety and keep traffic flowing along 138 miles of I-35, US 183, US 290, SH 71, and State Loop 1 (MoPac) in the greater Austin area.

TMC OPERATIONS FAST FACTS

Population 2,541,364

Area (Sq. Miles) 9,473

Lane Miles 9,508

Daily Vehicle Miles 45,620,448

Registered Vehicles 2,064,712

TxDOT Employees 559

Construction/Maintenance Expenditures $525 million

Percentage of Highway Projects Completed On Time 62%

Percentage of Highway Projects Completed Under Budget 69%

Traffic Management Center Background

The director of transportation operations for the Fort Worth district starting in 1987, Wallace Ewell, had a background in electronics which led to his desire to invest in an innovative traffic management system for TxDOT. This initiative led to the development of TxDOT’s first TMC “TransVision” in the Fort Worth district.

• TransVision was created and served as a model for larger-scale traffic management systems in the state.

• Ewell understood the necessity for a center that connected TxDOT’s Fort Worth and Dallas Districts to emergency services and cities electronically sharing information, data, responsibility and access to each other’s resources.

A few examples of the benefits to the TMC are:

Coordinated and timely incident management response to active incidents
Enhancements to roadway safety for responders, road maintenance workers, law enforcement, and travelers
Reduce congestion and inform motorists of travel conditions
Sharing emergency services through the statewide AMBER Alert Program that Governor Perry directed TxDOT to support the Texas Department of Public Safety with in 2002. The TMC assists in locating missing children through the use of dynamic message signs (DMS).

In order to respond consistently and efficiently, Ewell created TxDOT procedures and training for all districts on how to respond to these critical events and alerts.

Following TransVision, there are now six (6) major hub TMCs in the state of Texas

El Paso - TransVista
Houston - TranStar
Dallas - DalTrans
Austin - CTECC
Fort Worth - TransVison
San Antonio - TransGuide

Traffic Managment Center - Austin

The Combined Transportation & Emergency Communications Center (CTECC) is co-located with the City of Austin, Travis County Sheriff’s Office and Capital Metropolitan Transportation Authority, Austin - Travis County EMS, Austin Fire Department, Austin Homeland Security & Emergency Management, & Travis County Emergency Operations Center.

The Austin District includes Bastrop, Blanco, Burnet, Caldwell, Gillespie, Hays, Lee, Llano, Mason, Travis and Williamson counties.

CTECC improves emergency response coordination and cooperation by providing a centralized public safety facility sustaining the operations of shared, critical emergency communications and transportation management for the region. The primary goal is to receive and process emergency 911 calls for service and emergency.

The staff at CTECC TMC currently focuses on the following responsibility concentrations:

Enter data (create events)
Notify stakeholders
Disseminate information thru dynamic message signs (DMS)
Dispatch Highway Emergency Response Operator (HERO) 24/7
Evaluate data (i.e., map plotting, emails from other agencies like Austin Police Department (APD), Travis County Sheriff's Department (TCSO), Austin-Travis County EMS (ATCEMS), & Austin Fire Department (AFD)
Use closed-circuit television (CCTV) cameras to discover, verify, & follow events
Perform traffic signal call outs
Perform traffic maintenance call outs
Perform contractor call outs
Record reports of road infrastructure damage
Respond to state government officials, which is unique to Austin
The manager and trainer do a lot of the data collection and reporting and have become subject matter experts (SME)
Establish Traffic Management Plans (TMP) related to construction and maintenance which are further disseminated to stakeholders and the public website
Coordinate with the Travel Information System (TIS) on a routine basis, including its three (3) legs of operation (TIS focuses solely on I-35):

1.) Public Information Officer (PIO)

2.) Construction

3.) Monitoring

Manage Smart Work Zones (SMZ)
Perform device functionality checks (eventually taken over by Solar Winds that will poll the devices automatically)
Send AMBER, Silver, Blue, Clear, Camo and Endangered Missing Persons alerts from the control room, communicate with local television and radio media, as required
Provide support to the Emergency Operations Center (EOC) at the District, Travis County and City of Austin. All EOC operations are located at the CTECC.

The TMC currently provides these services for the roadways listed below:

IH-35
SH-130
US-183
US-183A Toll
SH-45 North Toll
SH-45 Southeast Toll
SH-45 Southwest Toll
SL-1 North

SL-1 – General & Express Lanes
SL-360/ Capital of Texas
TX-71
US-290 (East and West)
All Farm to Market (FM) roads
RR-620
All Ranch to Market (RM) road
US-79

TMC Staffing Levels

TMC Operations Manager.

The Operations Manager will serve as the TMC Project Manager for the project and is responsible for the day-to-day operations, including personnel and operations management. The Operations Manager may perform Training Supervisor, TIM Coordinator, Shift Supervisor, and Operator tasks when staff are on breaks and/or leave. The Operations Manager shall have comprehensive knowledge of all positions and is expected to perform their tasks efficiently. The Operations Manager responsibilities include:

Ensuring adherence to the established high standard of excellence in QA/QC of TMC operations.
Scheduling TMC operations staff for normal operations.
Scheduling TMC operations staff for emergency operations.
Addressing dynamic staffing needs, for example staffing gaps due to unscheduled absence
(Illness, family issue, etc.).
Ensuring that TMC staffing meets requirements to support SLA’s.
Ensuring that SOPs are followed by TMC operations staff.
Ensuring adherence to all SOP’s established for the TMC.
Ensuring TMC operations staff are prepared for SOP adherence audits.
Support performance monitoring and SLA/KPI reporting.
Be responsible for the overall day-to-day operation of the service in accordance with the
requirements within established Scope of Work.
Be a permanent staff employee and shall serve as the primary POC for TxDOT.
Serve as a shift supervisor in the TMC control room for up to four hours per day, when the shift
supervisor fails to arrive at work and a replacement is being obtained.
Provide relief of the Shift Supervisor to allow for breaks and meals.
Be responsible for developing, updating, meeting, and reporting on Standard Operating
Procedures (SOPs), SLAs, and KPIs.
Ensure all reports are accurate and are provided when requested.
Work either in the TMC control room or in an office within close proximity to the TMC control room.
Manage and evaluate Shift Supervisors.
Compile deliverables per contract specifications.
Develop and foster long-term relationships with AIM High partner agencies.
Audit and evaluate Shift Supervisors and TMC Operators as required.
Recommend upgrades and enhancements to ITS hardware and software to further TMC goals.

Adhere to the TxDOT Employee Conduct Handbook which is available as a hardcopy on the

TMC control room and also electronically in the TxDOT ITS Operations shared folder.

The TMC Operations Manager and HERO Project Manager shall work collaboratively and will communicate throughout the lifetime of the programs. If issues arise on either contract, they will be managed on the lowest possible level; only escalating when necessary, and per the escalation charts determined in each kickoff meeting.

Training Administrator II.

The Training Supervisor is responsible, under the direction of the Operations Manager, for ensuring that the TMC operations staff delivers the operational performance level expected by TxDOT Austin District. The Training Supervisor will be assigned to assist in addressing any red flag issues that potentially impact project deliverables and oversee the daily operations. In addition, the Training Supervisor shall assume all Operations Manager responsibilities in the incident of the Operation Managers absence. The Training Supervisor may perform Shift Supervisor and Operator tasks when staff are on breaks and/or leave. The Training Supervisor shall have comprehensive knowledge of the Shift Supervisor and TMC Operators position and is expected to perform their tasks efficiently. The Training Supervisor responsibilities include:

Review all training material to ensure consistency in TMC operations.
Create training materials, delivering the training to all TMC operations staff and managers,
conducting in-service coaching. Testing and recertification of all TMC operators.
Interact with TxDOT staff to achieve consistency in operations related to SOP development and
updates.
Ensure that implementation of Standard Operating Procedures supports Service Level Agreement (SLA) goals.
Scheduling TMC staff and shift supervisors for normal operations.
Scheduling TMC operations staff and shift supervisors for emergency operations.
Support Lonestar development, enhancements, and delivery.
Assist Operations Manager as needed during emergency operations.
Responsible for the control room shift schedule.
Developing and implementing continuous improvement directives and initiatives.
Facilitate TMC operations performance improvement, recommend best practices and operational
improvements for the control room, evaluate current performance practices, and identify opportunities for improvements
Ensure that QA/QC is stressed in all aspects of TMC operations.
Support all PowerBI (PBI) activities and evaluate PBI data entry practices.
Oversee the Learning Management System (LMS) and support the administration of the LMS Software
Work with the vendor corporate performance group to identify efficiencies.

Train staff on:

The use of the TxDOT ATIS, including recording alerts and floodgate messages.
Posting alerts to the TxDOT ITS website.
Customer service training course aimed at TMC operations activities.
Provide one-on-one mentoring for newly hired staff.
Periodically review the training materials and courses to ensure reflection of any changes in technology and procedures.
Maintain TMC Operator qualification records.
Maintain and update the Training Plan
Assist the TMC Operations Manager in developing and, maintaining, and updating SOPs, SLAs, and KPIs.
Create, compile, and update deliverables.

Adhere to the TxDOT Employee Conduct Handbook which is available as a hardcopy on the TMC control room and also electronically in the TxDOT ITS Operations shared folder.

TIM Coordinator.

The Traffic Incident Management Coordinator will be responsible, under the direction of the Operations Manager, for ensuring that the TMC uses TIM best practices and work with the Training Supervisor to ensure all staff have the necessary TIM Training. TIM Coordinator will also work with the TxDOT Statewide TIM Coordinator on After Action Review’s (AAR) for Austin District.

Supports the TxDOT Statewide TIM program
Collects, organizes, and analyzes data required in TIM related plans, programs, budgets, and information systems
Develops procedures for implementation, administration, and evaluation of plans or programs, and measures progress
Develops training courses and materials
Develops, coordinates, implements and conducts training
Oversees, coordinates and assists in developing procedures for implementing, administering and evaluating TIM plans or programs
Establishing plans and setting objectives and goals that support overall business strategy/results, anticipating and adjusting for problems/roadblocks
Speaking to present images and ideas in a clear, concise, organized and interesting manner to optimize audience understanding and keep the group focused
Facilitating the AIM High/TIM meeting using effective communications methods; contributing to and guiding the group in defining objectives, staying on task and reaching consensus; soliciting participation, challenging ideas and summarizing accomplishments and planned actions
Select post incident analyses of severe incidents as chosen by TxDOT for AIM HIGH meetings
Conduct analysis and populate templates for at least one incident per AIM HIGH meeting
Communicate with partner agencies to gather required data for post incident analysis
Participate in AIM HIGH incident debrief (monthly or bi-monthly depending on meeting cadence)
Maintaining effective working relationships with individuals and groups
The responsibilities associated with administrative practices and procedures to include writing, editing and report writing techniques, recording meeting notes, record keeping and records management Training in a classroom and field environment

TMC Shift Supervisor I/II.

The Shift Supervisor shall have comprehensive knowledge of the TMC Operator responsibilities. The Shift Supervisors are expected to perform the TMC Operator tasks efficiently. They may perform the TMC Operator tasks during peak times and when TMC Operators are on breaks and/or sick leave. Shift Supervisors are the leaders of the TMC Operators and the performance of the TMC Operators is a reflection of the Shift Supervisor performance. Shift Supervisors are first level management in the control room and are responsible for the following:

Readiness, safety, and performance of assigned control room personnel and equipment.
Maintaining a high level of situational awareness during all incidents and emergencies to ensure
timely and appropriate management and resolution to the incident.
Coordinating activities with appropriate authorities
Escalation notifications
Providing operational support as needed
Familiar with a variety of the field's concepts, practices, and procedures and relying on experience and judgment to plan and accomplish goals
Providing Quality Assurance and Quality Control oversight (Preform Real-time Incident Quality Control).
Be responsible for delegating tasks among Operators on shift.
Conduct TMC Operator incident audits.
Lead response to severe incidents, to include coordination with partner agencies.
Assist in preparing SLA and KPI reports to be incorporated into TMC report deliverables.
Be responsible for career development and mentorship for TMC Operators.

Act as the primary POC for other agencies operating in the TMC control room as well as external agencies as it relates to current TMC control room operations.

Adhere to the TXDOT Employee Conduct Handbook which is available as a hardcopy in the TMC control room and also electronically in the TXDOT ITS Operations shared folder. Assist Training Supervisor in interviewing applicants for staff positions.

TMC Operator I/II/III

The TMC Operators are responsible for dispatching HERO operators and managing traffic incidents. Managing traffic incidents includes monitoring the roadways to detect incidents, confirming incidents, monitoring of incidents through all phases, and disseminating information to the public, TxDOT Austin District Departments, regional TMCs, and other responding agencies. The TMC Operator reports to the Shift Supervisor.

The responsibilities of TMC Operators include:

Coordinate dispatch of HERO operators.
Generate and manage traveler information (i.e. posting messages on electronic signs, disseminate via the Lonestar Software, etc.).
Proactively monitor and respond to various data sources (e.g. Police Computer Aided Dispatch (CAD), websites, and other communications channels).
Coordination with emergency agencies and other responders.
Report generation / Database entry.
Use ITS software to control and monitor field devices such as CCTV cameras, DMS, traffic detectors, LCS and any other technology related to devices that may be implemented as part of the ITS Infrastructure.
Monitor video images for the detection and verification of crashes, debris, abandoned or disabled vehicles, and hazardous or non-hazardous spills.
Use ITS software to log potential and confirmed incidents, construction and maintenance closures.
Monitor ITS software system-generated response plans, and accept or manually override them as necessary.
Possess English-language writing skills necessary to compose clear and concise sentences that include all pertinent information without spelling or grammatical errors.
Use radio, telephone, and e-mail to communicate with TxDOT personnel statewide, including maintenance and construction personnel, ITS software technicians, TxDOT management, Department of Public Safety, and Federal Highway Administration as appropriate, regarding incidents, traffic, road, maintenance and construction activity, and related weather conditions.
Dispatch and communicate with HERO personnel via radio, telephone, or computer aided dispatch using standard protocol to the locations of road hazards and crashes, providing clear directions to the location and an accurate description of an incident as advised by citizens, public safety entities, or department personnel.
Provide information or assistance to motorists, TxDOT personnel, or other agencies on traffic and road conditions; direct calls to appropriate personnel in traffic operations or take action as necessary.
Perform record keeping, logging of required information, equipment checks, data gathering, and updating of manuals and contact lists.
Update messages on ATIS, once activated.
Answer all after-hour calls for the TxDOT Austin District, documenting communication and dispatching the necessary personnel.
Perform all duties with the highest level of customer service.
Complete required training and semi-annual performance evaluations.
Be prepared to work additional hours or shifts in support of special incidents such as, but not limited to, Presidential visits, political rally’s, parades, Austin Triathlon, Marathon and Half Marathon (Feb), South by Southwest (Mar), Rodeo Austin (Mar), Austin Film Festival(May/Jun), MS 150, Republic of Texas (ROT) Biker Rally (Jun), University of Texas home football games (Fall), Formula One races, and Austin City Limits (Sep/Oct).
Use radio, telephone, and e-mails to communicate with Law Enforcement, EMS, fire department, or towing services to provide clear and accurate information regarding incidents and the response required.
Ensure that all radio communications are in compliance with TxDOT and FCC radio protocol.
Adhere to the TXDOT Employee Conduct Handbook which is available as a hardcopy in the
TMC control room and also electronically in the TXDOT ITS Operations shared folder.

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