Disabled Vehicle

What you need:

Incoming Call:

• Name of caller.

• Agency calling from (if any.)

• Callback number if motorist calls in vehicle.

• Color/make/model.

• What lane are they in?

• Possible issue with vehicle?

• Advise them to stay on scene with vehicle until HERO arrives.

• If they feel unsafe, advise them to call 911.

• Can you find it on CCTV? If not, notate in Lonestar event history, if applicable.

Create Lonestar Event: (Only if on HERO Route or found on CCTV)

• Make Lonestar event with "Disabled Vehicle" as description.

• Event type will stay Disabled Vehicle.

• Notified by -select option.-

• ONLY VERIFIED IF law enforcement/CTRMA/HERO is on scene or if found on CCTV, otherwise leave as 'not verified' until an agency has arrived.

• Add in any vehicle information obtained.

• Can you find it on CCTV? If not, notate in history.

If they are on a roadway that HERO does not service, or HERO is not in service, advise them:

• Call insurance company and ask if they have roadside assistance.

• Call 311 if in Austin area.

• Call third party roadside assistance program.

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If motorist is in another Texas city, advise them of that districts number. See TxDOT districts under Sources tab. If in another state, you can advise them to look up a local service, or you can google it yourself and give them information. Common out-of-state roadside assistance programs are also listed under Sources tab.

If on freeway of toll road (LP-1 between SH-45 to Parmer, SH-45, and SH-130), call TxTag courtesy patrol number. (888) 468-9824 Option 8. Advise them that they do not select the language option but wait until option 8. (They do not service the frontage road on toll roads)

Dispatch/Outgoing Call:

• If on HERO Route:

  • Send to HERO dispatcher.

  • HERO dispatcher will follow instructions for Disabled Vehicle under HERO Events tab.

• If NOT on HERO Route:

  • If the motorist is causing a hazard, or is acting irritable due to not being able to have HERO assistance, call 911 to advise them of situation. Add who/when TMC notified 911.

  • If found on CCTV, monitor event via CCTV. State the issue in the history. APD shall be called after 30 minutes

    • If not found on CCTV, event does not need to be created.