Incident Management SOP 006

Purpose

This standard operating procedure provides information for your agency staff to ensure that incidents are accurately documented in the Avail Vehicle Incidents card.

Operational Impact and Metrics

Operational Impact: The CAD/AVL system streamlines the Incident Management process. The incident screen menus require data to be entered to accurately populate. Follow the guidelines herein per your agency’s standards.

Definitions

Frequency

This procedure should be implemented for accurate incident tracking.

Priority Levels

The list below includes rankings for incident severity.

Low Severity Incidents

• Minor Vehicle Damage: Scratches, dents, or cosmetic damage with no safety concerns.
• Non-Injury Accidents: No injuries to passengers, operators, or pedestrians.
• Mechanical Issues: Non-critical mechanical failures (e.g., malfunctioning interior lights, broken farebox).
• Customer Complaints: Isolated or non-urgent complaints.

Medium Severity Incidents

• Injury Incidents: Minor injuries requiring first aid but no hospitalization.
• Moderate Vehicle Damage: Damage affecting operations but not endangering safety (e.g., broken mirrors, flat tires).
• Mechanical Failures: Issues requiring immediate attention but not total service shutdown (e.g., brake issues detected early).
• Policy Violations: Operator or staff behavior violating transit policies without immediate danger.

High Severity Incidents

• Severe Accidents: Collisions with significant damage or multiple vehicles involved.
• Injuries Requiring Medical Attention: Hospitalization or emergency services needed.
• Safety Hazards: Situations posing immediate danger (e.g., fire, hazardous materials, weapons, assault).
• Mechanical Catastrophes: Total mechanical failure or brake failure while in service.
• Criminal Activity: Assault, theft, or other incidents requiring law enforcement.

Positions and Responsibilities

Implementation of this procedure is the responsibility of Supervisors or those dedicated by agency procedural practices.

Procedure

Creating an Incident

Basic Info

1. Log into ETMS, navigate to the Compliance product suite, and select Vehicle Incidents
   • You can also right-click on a vehicle/status in myAvail operations
   • Or by selecting on a vehicle in Live Map to create an incident
2. Enter Title
   • Title name should include relevant detail (examples: Route#, Run#, Trip#)
3. Assignee
   • Should be a Supervisor, or staff dedicated per agency policy (example- compliance staff)
4. Status
   • New – When it’s created
   • Active – When it’s assigned
   • In Review – When in management review
   • Closed – When it’s closed
5. Description Field
   • Quick bullet points describing the event/ what happened
     • Example: Bus hit bus wash
6. Location
   • Enter street name/intersection
7. Priority
   • See description above – for assigning priority level

Vehicle Info

1. Enter Vehicle ID
2. Enter Operator ID
3. Incident Type
4. Problem Code
5. Tow
6. Road call Severity

Notes

1. Add additional information in the notes field if needed. Notes are shared among those with incident documentation permissions

Service Info

1. If service is cancelled due to an incident, please use Decision Support to document the cancellation and enter in the Service Info piece in the Incident.

Road Call

1. Document dispatched and arrival times for maintenance for road calls

Supporting Articles

How to Create an Incident in ETMS

Decision Support & Reporting Metrics

Accounting for Deviations In Service

Entering System Adjustments

Related SOPs

1. Road Supervisor SOP 050: Road Supervision