PATROL MATTERSState Farm Safety Patrol Newsletter

Heard on tHe Street | Safety firSt on tHe road & BeHind tHe SceneS | touring tHe turnpike | importance of cuStomer feedBack

Issue No. 8

WHAT’S INSIDE

It’s About sAfety, Not CoNtrol

Motor vehicle crashes remain the No. 1 cause of death for adolescents.

Teen drivers (ages 16 to 19) are involved in fatal crashes at four times the rate of adult drivers (ages 25 to 69).

Many teen driver-related injuries and deaths are preventable. In the National Young Driver Survey, 5,665 students shared their views of teen driving. Evidence from this survey supports the important role parents play in raising safe teen drivers.

According to the research, teens who say their parents set rules and pay attention to their activities in a helpful, supportive way are half as likely to be in a crash. Here are some tips from The Children’s Hospital

of Philadelphia:· Set clear rules, boundaries and

expectations. Rather than stating, “You’ll do as I say,” explain your reasoning.

· It’s about safety, not control. Make sure they understand rules are in place for their safety, not to control them. As their skills develop and they become more responsible, introduce new privileges.

· Be responsive. Listen to their concerns and, when appropriate, modify expectations to fit circumstances.

· Recognize their need to become independent. Reward responsible behavior with greater privileges.

· Let them know you can be counted on for help and support. How a parent

shows support may be different from family to family, but it’s important teens know you can be relied on.

· Pay attention. To help teens make good safety decisions, keep the lines of communication open. Know where they are going and why, and discuss how they will get there and when they will be home. Provide alternatives to allow them to avoid unsafe driving situations.

· Lead by example. Follow the rules of the road. Always wear a seat belt. Don’t talk on a cell phone while driving. Don’t speed.

For more tips, http://www.teendriverssource.org/.

This article was provided by State Farm®.

stAte fArm expANds Its spoNsored pAtrols

On July 1, 2010 State Farm added to its fleet of sponsored Safety Patrols

across the country when it announced its sponsorship of Kansas Turnpike Authority’s (KTA) motorist assistance program.

Two State Farm Safety Assist vehicles will patrol the heavily traveled Kansas City to Topeka corridor. And, for the first time, a unit will patrol the section from Wichita to the Oklahoma border, the Turnpike’s second-busiest stretch. The Safety Assist program will operate from July 1, 2010 through Labor Day, September 6, 2010.

The program initially started in 2000, but due to the challenging operating environment created by the economy, the program was sidelined in 2008. The sponsorship by State Farm provides financial resources to help put the assistance program back on the road.

“Over 286,000 Kansans have come to rely on the quality service and relationships, innovative products, mutual trust, integrity and financial strength provided by State Farm Insurance Companies and the 240 Agents in Kansas,”

said John Langcuster, State Farm Kansas Vice President of Agency. “Our support of the Safety Assist program underscores the continued commitment State Farm has to help protect our customers in Kansas and make our roads safer. Safety Assist is a fine example of our good neighbor philosophy.”

State Farm now sponsors safety patrols in five states: Florida, Pennsylvania, Georgia, New York and Kansas. It began sponsoring safety patrol programs in 2004 when it partnered with Florida’s Turnpike.

PATROL MATTERS

While the State Farm Safety Patrol Operators’ main priority is to

provide safety via traffic control and motorist assistance, State Farm Safety Patrol Safety Advisors have a dual role providing safety behind the scenes and on the road. “There’s a lot about this job that I never really thought about. I understand the safety,” Rick says, “but I looked at the job description and I was shocked.”

Rick has not always worked on the road, although he does have a long-standing relationship with the Pennsylvania Turnpike. Rick worked as a dispatcher for over twenty-five years, including ten years in the Turnpike’s Traffic Operations Center (TOC). His background as a firefighter, EMT and dispatcher made him the perfect candidate for the State Farm Safety Patrol Safety Advisor position. “Once you’re in public safety, you’re just one of those people it’s just how you think. I’ve been fortunate in that what I’ve always done is what I wanted to do.” His new position is no exception. Rick welcomed the change in atmosphere and the shift from the “controlled” environment of the TOC to the live action, unpredictable ways of the road.

Rick starts his days in Harrisburg at 7:30 a.m. and travels east on the turnpike visiting toll plazas, interchanges, service plazas and maintenance sheds and making occasional stops to help stranded motorists along the way. At each destination Rick is in charge of ensuring someone’s safety, whether it be the safety of a motorist or that of a fellow Pennsylvania Turnpike employee or both.

He conducts monthly, annual, six-year and twelve-year fire extinguisher inspections of varying degrees at maintenance facilities, toll plazas, service plazas and on state vehicles. Rick estimates there are 800 or more fire extinguishers in his coverage area. Rick also checks on the Automated External Defibrillators (AED) available at service plazas and monitors the eyewash stations at the maintenance sheds. He even conducts random hearing surveys at interchanges and toll plazas to make sure the decibel levels are not too high which can be a hazard for toll workers.

Beyond his safety inspections, Rick assists the State Farm Safety Patrol operators by ensuring that cones and signs are set up properly and checking that vests and the proper attire are being worn by the operators. “My job is to monitor,” Rick tells Patrol Matters. “For the most part our guys know what they’re doing and they don’t need too much supervision, but we just double check different areas where they have established safety precautions.”

The best part of his new position is the opportunity to work with the public. “I’ve enjoyed the one-on-one with the motorists. It’s really been neat just to talk to people. It’s interesting to observe the difference between the older and younger generation on the road.” Rick explains, “The younger generation relies more on technology.” Rick often uses this observation as a conversation piece with the motorists he assists. Together they reflect on technology and the pros and cons of relying on debit or credit cards or on a GPS while traveling. “The first thing I say when they mention the GPS is I tell them to pay attention to lanes for E-ZPass, because the GPS can’t differentiate between a cash lane or an E-ZPass lane.”

Rick also uses the State Farm sponsorship as a conversation piece with motorists he assists. “It’s a neat program. I saw it from

its inception.” He notes the heightened visibility of the program and of the drivers thanks to the sponsor wrapped vehicles and the usefulness of the brochures and comment cards when explaining the program to assisted motorists.

For Rick the comment cards reinforce what the program is about – “how

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sAfety fIrst oN the roAd & behINd the sCeNes

We Want to Hear from you! pleaSe Send feedBack to commentS@travelerSmarketing.com

With just over a month on the job, Richard Fleck sat down to talk to Patrol Matters about his position as a Safety Advisor for the Pennsylvania Turnpike, his previous work for the turnpike and the lessons he’s learned while on the job.

Comment cards reinforce what the

program is about - “how we arrive on

scene, what our job functions are and

explains the services we provide. It

also provides the customer with the

required information in printed form.”

Issue No. 8

Lindsay, who lives in New Jersey, was recently traveling on the Pennsylvania Turnpike alone with her 10-month-old child when she got a flat tire. Here she shares her story of being helped by the State Farm Safety Patrol.

“I was traveling about 30 miles away from Lancaster on the Pennsylvania Turnpike. I was alone with my 10-month-old child in the car when I got a flat tire. It was a little unnerving to be alone. I called for assistance and less than fifteen minutes later Eric arrived to assist me.

Eric made me feel so much more comfortable than I would have sitting alone in my car. I knew I couldn’t change the tire by myself and leave my 10-month-old in the car. I felt stuck, but Eric made a really, really horrible situation so much better.

He let me sit in his truck while we waited for the tow truck. Eric put me at

ease by just being there and sitting with me until my tire was fixed. I remember he told me that he enjoys his job and does it because he hopes someone would do this for his kids one day if they needed it. That really stuck with me.

I think Eric is admirable, because number one he works as a State Farm Safety Patrol Operator and two because he has a way with people. He probably would have a way of making anyone feel relaxed and comfortable. I really can’t thank him enough for keeping me safe!”

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This fall:

Bedford, PA

October 2-3 and 9-10, 2010

With activities and

entertainment for people

of all ages, the Fall Foliage Festival

in Bedford, PA is sure to attract a

crowd. Entertainment includes arts

& crafts, face painting, live music,

an antique car parade and more.

An estimated 70,000 visitors are

expected over both weekends. The

State Farm Safety Patrol who are

on patrol during the events can

expect traffic starting at 9 a.m.

and lasting until 5 p.m. during the

event’s weekend dates. Visitors to

the festival using the turnpike will

be exiting off of Exit 146.

tourINg the turNpIkeheArd oN the street

Safety First... continued from Page 2...

We Want to Hear from you! pleaSe Send feedBack to commentS@travelerSmarketing.com

we arrive on the scene, what our job functions are and explains the services we provide. It also provides the customer with the required information in printed form.” While he always receives positive feedback on scene, especially about how quickly help arrives, it’s frustrating for Rick that none of the motorists he has assisted have returned a comment card. Nevertheless, Rick continues to hand out the comment cards at each and every stop where he assists a motorist.

Rick thinks the State Farm sponsorship is a great program. “IT WORKS!!” He appreciates the “Good Neigh-bears” that can be given to children to help them if they are upset and to help mom and dad “understand that there’s someone there that cares.” His first month on the job has taught him a lot about working on the road and the importance of having an extra pair of eyes and ears on the turnpike. Even with all of his experience in the field, Rick still relies on the golden rule: treat everyone the way you want to be treated on and off the road. “It could be your family member.”

In the National Young Driver Survey conducted by State Farm and the Children’s Hospital of Philadelphia, 5,665 students shared their views of teen driving. Evidence from this survey shows four risk factors cause 84% of teen crashes.

InexperienceAbout two-thirds of fatal teen crashes involve driver error – making mistakes due to inexperience and distractions. Give your friends time and space to learn to drive before pressuring them for rides, and never encourage risky driving.

DistractionsA teen driver’s fatal crash risk increases by three to five times if there are two or more passengers in the car. A driver who talks on a mobile phone is four times more likely to be involved in a serious crash, regardless of whether the driver uses a hands-free cell phone. Be aware of the changing road environment by keeping your eyes and mind on the road.

SpeedThe faster you drive, the longer it takes you to stop. Speed is involved in approximately 38% of fatal crashes involving male drivers

ages 15 – 20. Speed limits on the road were set for perfect driving conditions.

FatigueThe effects of driving while tired are similar to the effects of drinking and driving. Three-fourths of teens report having seen other teens driving noticeably tired. Drivers younger than 25 years cause the majority of drowsy driving-related crashes. Rest up when you are tired from studying or extracurricular activities.

These four factors often cause crashes. One other factor can lead to a crash, even fatal injury.

Lack of seat belt useTeens who do not wear seat belts in all seating positions are more likely to wind up in the crash statistics. Wear a seat belt every time you ride in a car.

Learn more about teen driver safety at http://www.teendriverssource.org/.

Driving can add up to success when you are safe behind the wheel. Talk with an insurance professional about safety programs that can help you become a safer driver, and help save some money, too.

Early on, we learn 4 + 1 = 5. But, teens, when does it not add up? When risky driving is involved.

When 4 + 1 Doesn’t Add Up

This article was provided by State Farm®.

PATROL MATTERS We Want to Hear from you! pleaSe Send feedBack to commentS@travelerSmarketing.com4 |

Safety Patrols around the country are adding a new collateral piece to

their patrols. In addition to informative brochures and website pages, Safety Patrols are now giving more value to the word of assisted motorists. DOTs and tollroad authorities are supplying Safety Patrol drivers with comment cards and asking that they distribute them to each motorist they help. For some Safety Patrols, like the State Farm Safety Patrol on the Pennsylvania Turnpike, comment cards have been a part of the equation for years.

Motorists praise the program and thank Pennsylvania Turnpike Commission and State Farm for keeping it alive, but above all comments show that motorists appreciate the spirit of those who make the program happen. On a regular basis, drivers are referred to as “guardian angels,” “lifesavers” and “friendly and courteous professionals.” The willingness of drivers to assist these motorists with a smile on their face (and at no charge!) makes their day and makes them happy to have chosen the Pennsylvania Turnpike for their travels.

Comment cards, however, do more than serve as an important vehicle of communication between driver and motorist. They also help the Pennsylvania

Turnpike and State Farm, the sponsor. While the majority of comment cards received are glowing responses to the service provided, some assisted travelers take the time to express suggestions for improved services, others requests for future contact from the Turnpike or State Farm, and still others general feedback on the Turnpike’s or State Farm’s work. These comments are some of the most important, because

they demand attention be paid to the motorist’s concerns and/or requests. For example, one motorist recently requested information about EZ Pass. Although this request is unrelated to the State Farm Safety Patrol, it does communicate a need for information to the Turnpike.

In addition, the Pennsylvania Turnpike can oversee the work of the State Farm Safety Patrol drivers through the comments that motorists leave. Drivers can demonstrate their hard work, not just through their own words, but can prove the great service they provide through the voice of those they assist. Even State Farm as a sponsor has a direct connection with motorists and drivers through the customer feedback that, without comment cards, they would not have.

While some companies and organizations have previously been reluctant to embrace customer feedback, the invention of social networking tools has created a reemergence of customer input and a new emphasis has been placed on the voice of the customer. Customers generally like to express their opinion on services and products. The safety patrol service is no exception to this generalization.

It is evident by the hundreds to the thousands of comment cards being received by safety patrols each year that motorists are eager to share their thoughts. Massachusetts’ program responded to over 30,000 incidents in 2009 and MassDOT received over 3,000 comment cards as a result. While Massachusetts’ program has been instituted for a longer period of time than Pennsylvania Turnpike’s, the State Farm Safety Patrol responded to more incidents in 2009 (nearly 40,000!), but fewer motorists expressed their thoughts with only 390 comment cards returned.

Patrol Matters encourages drivers to ask motorists to take five minutes and fill out these comment cards to express their thoughts (positive or negative) and to share their concerns with the drivers, the Pennsylvania Turnpike and State Farm. We also ask drivers to openly communicate about best practices for

handing out comment cards and ensuring receipt of responses. The best way to improve this program is by listening to those who make it work and to those who it serves. Every voice counts and we are ready to listen.

ImportANCe of Customer feedbACk

January 2010

COMMENT CARDSState Farm Safety Patrol 2010

Date Location Type of Assistance

Nature of Comment

Driver Name/ Vehicle Note

1/15/10 91 N Driver OK Excellent P100

1/14/10 106.3 E Towing/Transportation Excellent Joe Som 100 Thank you!!

1/9/10 Quakertown Towing/Transportation Excellent Dorothy Anderson Dorothy was calm, undertstanding, helpful and knowledgeable. This is a wonderful service!

1/8/10 NB Decell Excellent SL 100 SK

1/6/10 108.7 E Driver OK Excellent John SOM 100 Very good and had common sense dealing with me.

1/2/10 Lebanon/Lancaster Driver OK Excellent Mt. Gretna 100 Jim and Dale were very helpful in keeping me calm during my daughter’s seizure. It was wonderful that they happened to be at the facility when we stopped to find help. (Letter of thanks attached to Comment Card.)

1/2/10 Near Breezewood Tire Excellent Wayne/Everett 100 Thank you!

1/2/10 118.4 WB Excellent Doug SOM 100 Thank you! Good job!

12/31/09 101.7 W Towing/Transportation Excellent John SOM 100 Wonder person is John!!!

12/30/09 72.9 E Towing/Transportation Excellent HC 100 I was with my wife and kid when my car broke down. Help appeared almost immediately. We were very happy to see them. We have nothing but praises. THANK YOU SO MUCH.

12/27/09 Breezewood Toll Plaza Driver OK Excellent Wayne/Everett 100

12/21/09 110.2 WB Tire Excellent Doug SOM 100 Doug was a great relief. He stayed with us while we changed a flat tire. Thank you!!

12/15/09 293 W Excellent Dave BOW 100 Dave was great!

12/11/09 242.9 W Information Excellent Mark 5993 Excellent and very appreciated!

12/9/09 299 E Driver OK Excellent Dave BOW 100 Everything went great!

11/29/09 322 Overpass Mechanical Excellent Mt. Gretna 100 I am very grateful for his help.

11/9/09 59.9 E Excellent HC 100 Great job! Thank you for all your help.

PA Turnpike Towing/Transportation Excellent Stiney Mt. Gretna 100 Mr. Stiney went above and beyond the call of duty to assist me and deserves much praise for his kindness and professionalism.

Your work is important and saves lives. Thank you!!

Let’s keep these great comments coming!

June 2010

COMMENT CARDSState Farm Safety Patrol 2010

Date Location Type of Assistance

Nature of Comment

Driver Name/ Vehicle Note

6/23/10 Mechanical Excellent Stephens 314 I needed help - my wiperblade snapped. It was raining and I couldn't see. Mr. Stephens fixed my blade for me. He is an angel. God bless him.

6/21/10 157.3 W Excellent Coop Everett 100

6/19/10 237.9 W Mechanical Excellent Sharpe NC 100

6/19/10 161.1 EB Tire Excellent Wayne Everett 100

6/19/10 Towing/Transportation Excellent Wayne Everett 100 We were extremely appreciative of the help. Thank you.

6/16/10 229.5 W Towing/Transportation Excellent Mark 5993

6/15/10 Excellent Marty Safety 5 Marty was very helpful.

6/13/10 190.4 E Driver OK Excellent Eric BC 100 Eric was great. He put me at ease during a very scary experience and he showed compassion. I can't thank him enough!

6/12/10 Mechanical Excellent 02-142 Larry Larry was the best!! Thanks!

6/12/10 Driver OK Excellent Wayne Everett 100 I didn't need assistance. He just checked on me. He was extremely nice!

6/11/10 165.1 W Tire Excellent Wayne Everett 100 They did a good job.

6/11/10 225 E Driver OK Excellent Mark Mt. Gretna 100

6/10/10 72.4 S Towing/Transportation Excellent Mongo SLAT 44 The service was excellent. The driver was professional and extremely helpful.

6/10/10 89.7 N Driver OK Excellent P100 Thanks! I had someone stop to check on me on a previous trip and he was great too!

6/9/10 74.2 W Towing/Transportation Excellent HC 100 I appreciated the help in the pouring rain.

6/8/10 65.6 W Towing/Transportation Excellent HC 100

6/6/10 126 Towing/Transportation Excellent Andy Wyoming 100 Now that I know you have this service, I will go the Pennsylvania Turnpike each and every trip back to Bucks Co., PA, as will my family. Thank you very much to Andy and all the people involved.

6/4/10 232.4 Excellent + Mark 5993

6/4/10 59.9 E Mechanical Excellent HC 100 Really nice guy. I was very impressed.

6/3/10 259.5 W Driver OK Excellent Mark Mt. Gretna 100

6/3/10 155.5 E Driver OK Excellent EV 100

6/3/10 Towing/Transportation Excellent Mike

6/2/10 70.3 E Excellent HC 100

5/31/10 Tire Excellent R. Valenteen Excellent service. Great idea. This service gives travelers piece of mind and makes them feel safe.

5/31/10 53.5 Excellent HC 100

5/30/10 14.4 Mechanical Excellent Keith 02-124 Homewood It's a wonderful help for people caught unexpectedly like we were. Thank you!

5/29/10 228.7 W Tire Excellent Mark 5993 Thank you very much!!

5/28/10 84.9 N Driver OK Excellent Bob Mertz POC 100 I want to thank you for keeping us safe.

5/27/10 Towing/Transportation Excellent Frank Trav 100

5/27/10 150.5 W Mechanical Excellent Coop Everett 100 Mr. Dave Cooper was the best thing that happened to me that day. Great man. Thank you.

5/25/10 157.7 E Excellent Coop Everett 100

5/21/10 51.4 E Tire Excellent Jim HC 100 Excellent driver. I appreciate this service.

5/21/10 272.8 W Tire Excellent Tom Mt. Gretna 100 Thank you for providing this help! We had two tires blowout while on the PA Turnpike. It was very scary. Both Safety Patrol and road assistance guys made us feel safe.

5/20/10 Accident Excellent West 77-066

5/20/10 100 NB Driver OK Excellent B. Merz POC 100 I was very impressed with the driver's concern for our safety. I have a ventilator dependent child with a wheelchair. He stayed until we were picked up and our vehicle was removed.

5/20/10 160 E Excellent Coop Everett 100 What a wonderful feeling to see your truck and driver appear. Thank you so much.

5/19/10 159.7 E Excellent Wayne/Everett 100

5/4/10 57.9 W Towing/Transportation Excellent HC 100

1/15/10 259 E Towing/Transportation Excellent Mark Mt. Gretna 100 He made us feel very safe!!

Let’s keep the great comments coming!

Your work is important and saves lives. Thank you!!

Comment Card Posters distributed monthly to the maintenance sheds show a large drop in comment card returns this past January with only 18 returned, but by June the number of returned cards (39) had increased significantly.