Maintenance Calls

MAINTENANCE CALLOUT PROCEDURES

The purpose of these improved Standard Operating Procedures (SOP) is to provide TxDOT and highway contractors with the most accurate information regarding maintenance and debris notifications.  Specifically, this SOP was created to ensure TMC personnel are putting forth their due diligence with respect to proper callouts and incident location accuracy. The TMC provides tools such as CCTV, Knowledge Base, and mapping programs that can assist in this effort.

Procedures for Callouts and Email Notifications to Maintenance Yards and Contractors.  TMC operators shall obtain a supervisor’s approval prior to making phone calls or sending emails to TxDOT maintenance yards and contractors regardless of the time of day.  Supervisors will first review the details (location, proper callout personnel, etc.) to confirm accuracy; once confirmed, the supervisor will approve the outgoing notifications.   

Procedures for Verifying Location of Maintenance / Debris Calls.  Upon receiving calls from the public who are on scene with maintenance or debris issues, the operator shall attempt the following steps prior to disconnecting with the reporting party (RP): 

• Use Google Maps for unfamiliar roadways; this should help narrow down the cross street including the correct name and spelling

• If the RP cannot provide a cross street, ask the RP for landmarks or businesses nearby so a Google Maps search can be conducted

  • Another method would be to ask the RP to open Google Maps or Waze on their phone which should provide their location

• If the operator cannot narrow down the location, they shall notify a supervisor for assistance

• When the RP provides a roadway direction, confirm the direction by asking additional questions

  • Example:  RP indicates incident is located on IH-35 southbound at Rundberg Ln.  Ask RP if this is the same direction when driving from Round Rock to Austin

• Except for Roy Jorgensen’s operating area, debris incidents that are not lane blocking will not require callouts; an email to the appropriate maintenance yard and/or contractor will suffice

• For Roy Jorgensen’s operating area, they are to be contacted whether the debris is lane blocking or not due to a contractual agreement with TxDOT

Upon receiving calls from 3-1-1 and local agencies (law enforcement) regarding maintenance or debris issues, the operator shall attempt the following steps prior to disconnecting the call: 

• If the operator is provided block numbers rather than a cross street, attempt to obtain a cross street

• If 3-1-1 advises a local agency is on scene, ask for the contact information of the individual on scene; provide this information to maintenance/contractor

• If 3-1-1 reports lane blocking events, ask if they notified law enforcement; provide this information to maintenance/contractor

• If the operator is provided vague information, ask for RP contact information; if provided, contact the RP to ascertain more detailed information

• If the operator cannot narrow down the location, they shall notify a supervisor for assistance

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ON CALL ONLY:  Do not call maintenance on-call for total power outages at an intersection, anything not blocking (deceased animals, debris, etc), any electrical or power line issues or any signs knocked over that is not a regulatory sign an email will suffice.

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********ROY JORGENSEN ONLY*******

TMC WILL SEND AN EMAIL ONLY TO ROY JORGENSEN ON ALL NON-BLOCKING EVENTS FROM DEBRIS, DEAD ANIMALS.  MINOR GUARDRAIL DAMAGE WILL ONLY BE SENT WHEN VERIFED BY A LAW ENFORCEMENT AGENCY DURING OFFICE HOURS, AFTERHOURS, WEEKENDS AND HOLIDAYS.  ANY LANE BLOCKING EVENTS INCLUDING MAJOR GUARDRAIL DAMAGE THE TMC WILL CONTINUE TO CALL AFTERHOURS AS NORMAL AND SEND EMAIL NOTIFICATIONS.

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USE OF (RP) IS REPORTING PARTY.