Regional AVL Project SOP Priority 1 Call Response Section: RAVL Document #: 03 Subsection: 01 Total Pages: 2 Issued By: Regional AVL Operations Committee Issue Date: 7/21/2011 Created By Christine Kuennen, Manager TCC, Metro Transit Revision No: 3 Approved By Pending Note Revised 12/1/2020 - TCC may use MVTA Avail CAD to view locations of MVTA buses for security events. Revision Date: 12/1/20 Purpose To ensure the quickest response possible for Regional Transit police incidents categorized as Priority 1 or higher. Definitions Priority 1 Call Definitions: Calls classified as Priority 1 include situations where an imminent threat to personal safety exists at the time of the call. Conditions at the scene of the call are unstable. Procedure The provider dispatcher will notify the Transit Control Center (TCC), providing all relevant incident information. Note: The TCC may also be notified by a regional primary Public Safety Answering Point (PSAP), example would be Dakota Emergency Communications Center. In the case that the TCC is notified by the primary PSAP, the TCC will notify the regional provider dipatch. The TCC Police dispatcher will dispatch MTPD, with the objective to have a squad en route within 30 seconds of receipt. Contracted provider dispatch will update TCC on details and status of the emergency, as known, including local PD/EMS, and/or private security response. This is in order to provide timely updates on incident information to MTP responders. Note: The TCC may use the MVTA Avail workstation located inside the TCC to monitor the AVL location of MVTA buses involved in security incidents to aid in response. Contractor provider dispatch is responsible to dispatch supervisory and other operational response to priority 1 calls received. Upon request, providers may be contacted to provide additional operational support under separate mutual aid agreements. Video data In all cases, MTPD responders to an incident will determine retrieval of video and voice tape evidence requirements. In the event video or voice tape evidence is requested, TCC will document and notify responsible parties. Procedures identifying documentation, process, chain of command and distribution will be maintained by the RAVL Operations Committee. Notifications Individual providers are responsible to provide notification of emergencies per their own chain of command structure. Reports The TCC Supervisor managing call will complete a Special Situation Report, and make email notification TCC report to the Provider upon completion. In this email notification, all data private information concerning the incident will not be provided. TCC police dispatcher will initiate an MTPD Case #, documenting the incident and response, along with video retrieval requirements. Each Provider will complete a report for their agency per their own protocol. Upon request, TCC will provide a copy of Metro Transit’s SSR to the provider involved. References Metro Transit TCC/MTPD Event Codes Video Data Retrieval, Retention and Distribution- SOP- TBD??? Voice Tape Data Retrieval Retention and Distribution-SOP-TBD???

Regional AVL Project SOP Silent Alarm and Emergency Talk Call Response Section: RAVL Document #: 01 Subsection: 01 Total Pages: 3 Issued By: Regional AVL Operations Committee Issue Date: 12/16/09 Prepared By Christine Kuennen, Manager TCC, Metro Transit Revision No: 4 Approved By Christy Bailly, Director Bus Transportation, Metro Transit Note Revised 12/1/20 to note MVTA uses Avail CAD and will monitor alarms on their CAD, and contact TCC for police response as needed. Revision Date: 12/1/20 Purpose To ensure proper response to Regional Transit emergency calls received by the Metro Transit Police Dispatch at the TCC. To ensure the safety and security of Regional Transit Operators and customers. Definitions Silent Alarm: Synonymous with “Covert Alarm”. A button devise /alarm installed in hidden location in the Driver’s area of a bus. Pressing the button triggers an emergency message to all TM Bus Operations users. If installed, a covert mic may be opened for purpose of listening to bus activity. Emergency Talk: Synonymous with “Overt Alarm”: A small round red button in the upper left corner of the MDT. Pressing the buttons triggers an emergency message to all TM Bus Operations users. MVTA Alarms: User Requirements Metro Transit TCC will act on all emergency calls received. The TCC and providers should establish communication to verify alarm status response. Individual providers have the responsibility to determine whether to install and use the Silent Alarm and Emergency Talk features of the system. Procedure When a Silent Alarm or Emergency Talk call is received, an audible alarm sounds and an “Emergency” icon flashes on the screen within TransitMaster. The AVL map display will center on and track the vehicle. Note: MVTA Avail CAD has its own alarms that MVTA will address and contact TCC for police response as needed. The TCC may be alerted of an MVTA alarm by the Avail CAD located in the TCC – in this case, the TCC will contact MVTA to check if a response is needed. Dispatch may silence an alarm tone from any source by left clicking once on the Emergency Icon on the upper righthand corner of the Bus Ops Screen. Dispatch protocol: TCC Police Dispatcher will dispatch call to the Transit Police Squad in the patrol area and coordinate response, providing the following information: Bus Number, Route Number, Service Provider, location and direction of travel. TCC will monitor bus movement and provide updates to MTPD. TCC may use MVTA’s Avail CAD to monitor MVTA buses involved in security incidents and update responding emergency services. Once squads are en route, the TCC will contact Provider’s dispatch to notify of MTPD response, provide ETA, and gather any known details of the emergency. If there is any uncertainty about the location of the bus, responders will be dispatched to the scheduled location of the bus according to its assignment. If there is any uncertainty of the assignment or location, dispatch will need to confirm the assignment through any means possible, to include dispatching a supervisor and/or contacting other buses in the scheduled area to report on bus status. Continue to monitor screen for any changes in status of bus, including a downgrade of the silent alarm. Dispatch should downgrade a Silent Alarm and call the driver only if: The driver has downgraded the alarm. The Police or Street Supervisor reports that the situation is clear. All other avenues have been exhausted and dispatch is unable to determine the status of the bus. In this circumstance, the individual provider will be responsible to determine the appropriateness of this approach. **MVTA will monitor and handle their own alarms and associated protocols. Individual Providers are responsible to contact local Police/Fire/EMS and/or private security for their own emergencies. Providers who are unable to staff their dispatch desk at all times of service must provide their staffing schedule to the TCC. TCC will contact local Police/Fire/EMS and/or private security on the provider’s behalf during such times. Once the dispatch desk is back on-line and able to once again monitor their system, TCC must again be notified. The details of this arrangement will be maintained under separate agreement. Individual Provider dispatch will update TCC on details and status of the emergency, as known, including local PD/Emergency, and/or private security response. Individual providers are responsible to dispatch supervisory and other operational response to emergencies. Upon request, providers may be contacted to provide additional operational support under separate mutual aid agreement. Notifications Individual providers are responsible to provide notification of emergencies per their own chain of command structure. Individual providers will provide TCC with dispatch phone #’s during all hours of service. Reports 1. TCC Supervisor managing call will complete a Special Situation Report documenting the alarm received and the response. 2. If alarm is False, TCC will complete and forward an Electronic Radio Defect Report. Each Provider will complete a report for their agency per their own protocol. Upon request, TCC will provide a copy of Metro Transit’s SSR to the provider involved. References TCC SMARTCoM Guide pages 5, 7. Regional Provider Vehicle Identification list Instructions- Downgrading and Clearing Covert Alarms from Dispatch TCC’s Frequently Asked Questions for Incident Calls

Text Messaging – Emergency Operations Use Purpose: To establish consistent practice amongst agencies in Emergency use of the TransitMaster Text Message feature. Definitions: Text message – Text Message sent to MDT by user from Bus Operations Module. Store and Forward (SF) Allows user to store a message in system for defined duration. Repeat Interval Allows user to put the message on a schedule to repeat at defined interval. Emergency: For purposes of this SOP, an Emergency is defined as a sudden incident that must be dealt with urgently, that could have imminent consequence to personal safety if action is not taken. User Requirements: Defined by individual providers. Procedure: Individual providers have the authority and responsibility to determine their own internal procedures related to the use of emergency text messaging, except as indicated below: Note: MVTA has AVAIL CAD and will communicate with their fleet via AVAIL. Repeat interval The Repeat Interval feature is not to be used. This is due to historical concerns with the frequency of messages causing system slowdowns and lock-ups. Emergency Messages to Another Provider’s Bus: In the interest of expediency, Metro Transit’s Transit Control Center (TCC) is authorized to send an Emergency Text message to other regional provider buses in the interest of Operator and Passenger safety (for example if the bus is approaching an unsafe area and there is no time to alert the other provider’s dispatch center). This decision will be at the discretion of the TCC Supervisor on duty and will be based on emergency circumstances only. If this occurs, TCC will precede the emergency message with the words “EMERGENCY MESSAGE FROM TCC” and follow with an instruction for the operator to contact their dispatch for more information. Note: If a message needs to be sent to MVTA buses, the TCC will contact MVTA dispatch via phone to alert them of the situation and MVTA will use their own protocol and procedure to alert their buses. Shared Routes: Sharing information In incident situations where another provider’s operation will benefit from texted information, or is in interest of public safety, but a threat is not imminent, the following process will be used to communicate the text message information: Individual agencies will notify other providers that a text message has been placed that may affect other providers. This message will contain the details of the message to include: Location affected Content of text message Duration of message if Store and Forward (SF). Individual providers will send updates to others when incident has been cleared. The Regional AVL Operations workgroup will create, maintain and distribute an email distribution list for all providers for use in this context. The Communications History feature within Transitmaster will be used as a shared resource of information for text messages that have been distributed.   Notifications: Any changes to this procedure must be approved by the RAVL Operations Committee. Reports: Written documentation or TM Incident report where available, is to be created when an emergency text message has been sent that may affect other providers. Each provider will determine their own method of documentation. Documents are to be stored and maintained separately by each agency provider. Reports may be shared between providers under provisions agreed upon in separate SOP. References: TransitMaster User Guide, page 16, 17, 22