Incident Response

• WSDOT responded to 11,568 incidents during the third quarter of 2023; this was 400 (3.6%) more than during the same quarter in 2022
• In the third quarter of 2023, IR teams provided an estimated $34.7 million in economic benefit by reducing the effects of incidents on drivers
• Based on WSDOT's budget for IR, every $1 spent on the program provided drivers $23.14 in economic benefit this quarter

IRT swoops to the rescue of stranded motorcycle driver
When Timothy Nored's motorcycle ran out of gas on Interstate 5 near the 130th Street overpass in Seattle, he was nervous about the potentially dangerous situation. He was partially blocking the carpool lane, had no way to safely cross the freeway to the right shoulder and AAA was 90 minutes away.

That's when Incident Response Team member Ray McLeod zoomed to the rescue.

"The noise of heavy traffic and having no room to get out of harm's way, all I could do was watch the cars and buses trying to get over to avoid me," Nored said. "All of a sudden an Incident vehicle showed up and covered me."

McLeod quickly assessed Nored's needs and gave him fuel to get him on his way. That's when they both discovered the motorcycle battery was dead. McLeod called in support and soon two more IRT arrived to briefly block traffic so Nored could move to the right shoulder. McLeod helped push Nored's motorcycle to safety.

"The IRT truck came out of nowhere, they are watching!" Nored said. "The response was so quick, the IRT driver was machine-like in his actions, focusing on the task at hand."

Nored said his experience has changed his impression of our agency.

"I am much more appreciative of the function your team performs on a daily basis," he said. "I will be much more conscious when I see the IRT trucks on the road, give them a wide berth and let them safely perform their job."

Nored says motorists should be conscious of stalled traffic on the road and give IRT trucks all the room they need because they are vital to drivers and vehicle safety on our roads.

"When they are needed, the IRT team will do just what is required to get a driver to a safe place," Nored said. "To say I am still appreciative is woefully understated."

Customer feedback:

• "Matt rescued us, two 72 year olds, at the southbound on I-5 with a blown-out tire and heavy traffic. He is experienced, courteous and wonderful! Thank you."
• "Brian went beyond helping us when our truck broke down on I-5 near Olympia. We had a truck and a 5th wheel trailer. We are so appreciative."
• "Chuck was a life safer! There is absolutely nothing that needs to be done to improve this service. Just keep it going. With little to no cell service, I can't imagine how long we would have been stranded. Chuck arrived within 10 minutes of our breakdown and went above and beyond! Cannot thank him enough."

• WSDOT responded to 11,055 incidents during the second quarter of 2023; this was 53 (0.5%) fewer than during the same quarter in 2022
• In the second quarter of 2023, IR teams provided an estimated $31.6 million in economic benefit by reducing the effects of incidents on drivers
• Based on WSDOT's budget for IR, every $1 spent on the program provided drivers $21.05 in economic benefit this quarter

Customer feedback:

• "Rocky did an excellent job of troubleshooting and helping me. He was knowledgeable, concerned and very helpful!"
• "Brandon should be recognized as an employee of the year. He was very helpful and understanding during his course of assisting us, not once, but three times!"
• "We sure appreciated Eric's expertise, professional knowledge and tools! What a blessing! And we thank the Sargent with State Patrol that stopped. We were so relieved and thankful!!"

• WSDOT responded to 10,019 incidents during the first quarter of 2023; this was 267 (2.6%) fewer than during the same quarter in 2022
• In the first quarter of 2023, IR teams provided an estimated $27.7 million in economic benefit by reducing the effects of incidents on drivers
• Based on WSDOT's budget for IR, every $1 spent on the program provided drivers $18.44 in economic benefit this quarter

Customer feedback:

• "Wayne was polite and helpful. He took the time to make sure we were safe and went out of his way to help get us on the road by changing the tire. Thank you!"
• "Karl was amazing and so helpful! I was on the phone with AAA when Karl arrived and quickly fixed my issue."
• "Heather was very helpful when I needed water for my engine. I had blown a heater hose and she got some for me. She was very professional. Please give her a promotion and my praise!"

• WSDOT responded to 10,252 incidents during the fourth quarter of 2022; this was 588 (6.1%) more than during the same quarter in 2021
• In the fourth quarter of 2022, IR teams provided an estimated $29.7 million in economic benefit by reducing the effects of incidents on drivers
• Based on WSDOT's budget for IR, every $1 spent on the program provided drivers $19.8 in economic benefit this quarter

Customer feedback:

• "I am blown away in a good way! My tire blew out on I-5 in Seattle and within 5 minutes Robert Kahrig was there to save the day! We were on the road again within 20 minutes. He saved our lives."
• "Jacob was great, friendly andnhelpful. The problem was the work done on the downtown street. I ran over a corner that was sharp and blew my tire!"
• "Dave was going southbound and saw me in the northbound lanes. He got off I-5 and came back to help me!! So awesome and knowledgeable."

• WSDOT responded to 11,168 incidents during the third quarter of 2022; this was 738 (6.2%) more than during the same quarter in 2021
• In the third quarter of 2022, IR teams provided an estimated $28.5 million in economic benefit by reducing the effects of incidents on drivers
• Based on WSDOT's budget for IR, every $1 spent on the program provided drivers $18.98 in economic benefit this quarter

Customer feedback:

• "I have no comment at this time to improve service, but would like to say how helpful Aaron was in this matter. He is an asset to your team."
• "Jake! I can only imagine how tough his job is. He changed my flat tire quickly and efficiently. He came at just the right time. He is terrific!!! "
• "Thank you!!! Lauri was a God send! And so was Frank, another team member also stopped to lend a hand. Lauri went above and beyond to help change a difficult tire."

• WSDOT responded to 11,108 incidents during the second quarter of 2022, 851 (7.1%) fewer than during the same quarter in 2021
• WSDOT cleared incident scenes in an average of 15 minutes and six seconds during the first quarter of 2022, same as in the second quarter of 2021
• In the first quarter of 2022, IR teams provided an estimated $26.8 million in economic benefit by reducing the effects of incidents on drivers
• For every $1 spent on WSDOT's IR program, $17.89 was provided back in economic benefit to the traveling public

Customer feedback:

• "I was stranded with a totaled car on the I-90 bridge from Kirkland over Lake Washington. I was terrified and John calmed me, helped keep me safe and directed traffic perfectly. He is a total lifesaver."
• "Matt was incredibly helpful to us in a very stressful situation. Thank you!!"
• "Terry was very helpful and timely. Saved us hours of waiting on I-5 for basic tire service."

• WSDOT responded to 10,286 incidents during the first quarter of 2022, 682 (6.2%) fewer than during the same quarter in 2021
• WSDOT cleared incident scenes in an average of 16 minutes and 18 seconds during the first quarter of 2022, 30 seconds (3.2%) slower than the same quarter in 2021
• In the first quarter of 2022, IR teams provided an estimated $27.2 million in economic benefit by reducing the effects of incidents on drivers
• For every $1 spent on WSDOT's IR program, $18.13 was provided back in economic benefit to the traveling public

Customer feedback:

• "I was on the phone trying to contact my auto roadside help, when Aruy D. stopped and approached my passenger side window with a broad smile. He offered to replace the shredded tire. What a God send!"
• "The rain was very heavy on SR 500. Matt was very friendly, quick and professional with his help. Thank you kindly!"
• "After our tire was flat on the freeway, Rachel appeared 10 minutes later. She was immediately helpful and changed our tire. God Bless you."

• WSDOT responded to 9,664 incidents during the fourth quarter of 2021, 336 (3.4%) fewer than during the same quarter in 2020
• WSDOT cleared incident scenes in an average of 17 minutes and 24 seconds during the fourth quarter of 2021, one minute and 36 seconds (10.1%) slower than the same quarter in 2020
• In the fourth quarter of 2021, IR teams provided an estimated $25.3 million in economic benefit by reducing the effects of incidents on drivers
• For every dollar spent on the program during the quarter, the IR teams provided $16.89 in economic benefit

Customer feedback:

• "Dennis rescued me on the freeway with a flat tire. I was on my way to an appointment and because of him I was only 5 minutes late!"
• "Craig was professional and very pleasant. He waited to be certain that a taxi arrived before he left and he had great music playing, too."
• "The service was amazing. Troy appeared like an angel when I was stuck on the side of the road and he immediately asked if I needed assistance."

• WSDOT responded to 11,906 incidents during the third quarter of 2021, this was 652 (5.8%) more than during the same quarter in 2020
• In the third quarter of 2021, IR teams provided an estimated $28.4 million in economic benefit by reducing the effects of incidents on drivers
• Based on WSDOT's budget for IR, every $1 spent on the program provided drivers $18.94 in economic benefit this quarter

Governor recognizes Crash Responder Safety Week
The Crash Responder Safety Week initiative, recognizing all traffic incident management response communities, took place from November 8-14. This week provided an opportunity to make a difference individually and jointly for roadway safety during traffic incidents by teaching each other and the motoring public about responders' common goal and responsibility for safe, quick clearance. Gov. Jay Inslee signed the proclamation for Crash Responder Safety Week on October 18, 2021, to increase the safety awareness of all of Washington state crash responders on the roadways.

Customer feedback:

• "The service was prompt, well executed, COVID-safe, friendly. Alvin helped me greatly to stay composed. I wi sh peopledrove more prudently and fixed things in their cars!"
• "Mark absolutely went above and beyond to help us get our 5 years old daughter to the cardiologist in Seattle. Our tire blew out at Exit 199. He called the proper people and got us back on the road safely. He was so kind that my wife was crying."
• "Knight in shining armor! Frank was Galavant, respectful, professional and kind!"

• WSDOT responded to 11,959 incidents during the second quarter of 2021, 1,603 (15.5%) more than during the same quarter in 2020
• WSDOT cleared incident scenes in an average of 15 minutes and 6 seconds during the second quarter of 2021, one minute and 42 seconds (12.7%) slower than in the same quarter in 2020
• In the second quarter of 2021, IR teams provided an estimated $26.9 million in economic benefit by reducing the effects of incidents on drivers
• For every $1 spent on WSDOT's IR program, the traveling public received $17.94 in economic benefit

Rise in work zone crashes a growing concern in the state
The recent increase in work zone crashes is a major concern to WSDOT and those who work on state highways. This includes IR team members, who suffered serious injuries and experienced numerous close calls in work zones because of travelers speeding, not paying attention, or driving impaired or driving under the influence. WSDOT urges drivers to move over, slow down, pay attention and stay calm while driving through work zones.

Customer feedback:

• "Lauri was so kind and so helpful. Hire more like her!! We are two senior ladies with a grandchild in the car. We felt blessed to have her arrive."
• "Dennis and Rick showed up to help. They were very courteous and made sure I was safe. They were very professional. Thank you for your service."
• "I was very impressed with Mr. Henson's courtesy, helpfulness and desire to reassure me of both my safety and that he was able to fix my auto. He is a valuable employee!!"

• WSDOT responded to 10,968 incidents during the first quarter of 2021, 2,200 (16.7%) fewer than during the same quarter in 2020
• WSDOT cleared incidents in an average of 15 minutes and 48 seconds during the first quarter of 2021, over two minutes (17.0%) slower than the same quarter in 2020
• In the first quarter of 2021, IR teams provided an estimated $26.0 million in economic benefit by reducing the effects of incidents on drivers
• For every $1 spent on WSDOT's IR program, $17.31 was returned in economic benefit to the traveling public during the quarter

Customer feedback:

• "Kyle was very helpful. I want you to know how much I appreciate the excellent service you provided. Keep doing it Kyle, you are an amazing person."
• "Ken was Superman! I was so appreciative of him changing my tire so quickly! Complete lifesaver."
• "After a 4 hour wait for AAA, we were still stranded on highway 104 in a snowy mess. Brandon got us towed and home safe. We were two very happy 70-year-olds. Great Job!!"

• WSDOT responded to 10,000 incidents during the fourth quarter of 2020, 4,335 (30.2%) fewer than during the same quarter in 2019
• WSDOT cleared incident scenes in an average of 15 minutes and 48 seconds during the fourth quarter of 2020, one minute and 48 seconds (12.9%) slower than the same quarter in 2019
• In the fourth quarter of 2020, IR teams provided an estimated $23.0 million in economic benefit by reducing the effects of incidents on drivers
• Based on WSDOT's budget for IR, every $1 spent on the program provided drivers roughly $15.31 in economic benefit

Governor declares November 9-15, 2020 Traffic Incident Response Awareness Week in Washington state.
On November 5, 2020, Gov. Jay Inslee signed a proclamation declaring Washington's Traffic Incident Response Awareness Week (November 9-15, 2020). The proclamation was a joint request from WSDOT, the Washington State Patrol, the Washington Fire Chiefs and the Towing and Recovery Association of Washington. It honors the Traffic Incident Management work of many organizations and strengthens the existing tradition of Traffic Incident Response Awareness Week.

• "What an asset to WSDOT Aaron is. Very professional. He calmed me down, explained everything, and got me on my way. Kudos to Aaron!"
• "Brian was a great help and a great relief. He stayed with my son until a tow truck arrived. Thank you!!"
• "Shane was a wonderful help. I am grateful for his help. Thank you for having Incident response program. They are awesome!! Thank you."

• WSDOT responded to 11,254 incidents during the third quarter of 2020, 4,537 (28.7%) fewer than during the same quarter in 2019
• WSDOT cleared incident scenes in an average of 14 minutes and 36 seconds during the third quarter of 2020, one minute and 18 seconds (9.8%) slower than the same quarter in 2019
• In the third quarter of 2020, IR teams provided an estimated $24.0 million in economic benefit by reducing the effects of incidents on drivers
• Based on WSDOT's budget for IR, every $1 spent on the program provided drivers roughly $16.03 in economic benefit

Customer feedback:

• "Chuck was kind, courteous,willing to go above andbeyond."
• "Wayne was very helpful, quickand efficient. Thank you!"
• "John was super helpful andshowed up just in time. I hadno idea that he could helpme. Nothing short of a hero. Iappreciate it!"

• WSDOT responded to 10,356 incidents during the second quarter of 2020, 5,912 (36.3%) fewer than during the same quarter in 2019
• WSDOT cleared incident scenes in an average of 13 minutes and 24 seconds during the second quarter of 2020, 1.1 minute (8.9%) slower than in the same quarter in 2019
• In the second quarter of 2020, IR teams provided an estimated $20.4 million in economic benefit by reducing the effects of incidents on drivers
• For every $1 spent on WSDOT's IR program, the traveling public received $13.57 in economic benefit

Incident response drivers gear up to protect public and themselves during the pandemic
IR team members across the state are taking extra precautions as more people return to roads and traffic picks up following restrictions due to the COVID-19 pandemic. They wear additional personal protective equipment and have added several other safety procedures - including special flashcards that allow travelers to stay in the their vehicles while communicating with IR team members.

Customer feedback:

• "Keep doing what you are doing. We pulled over with a flat tire and 30 seconds later Bud was there. We made our flight because of Bud's assistance."
• "I had an unexpected incident on I-5 that I was not prepared for. Dave helped me and I was impressed with his professionalism, great personality and kindness."
• "Richard was very professional and made me feel very safe."

• WSDOT responded to 13,168 incidents during the first quarter of 2020, 3,842 (22.6%) fewer than during the same quarter in 2019
• WSDOT cleared incident scenes in an average of 13 minutes and 30 seconds during the first quarter of 2020, one minute (8.0%) slower than the same quarter in 2019
• In the first quarter of 2020, IR teams provided an estimated $26.0 million in economic benefit by reducing the effects of incidents on drivers
• For every $1 spent on WSDOT's IR program, $17.31 was provided back in economic benefit to the traveling public

Customer feedback:

• "I don't know of improvements, because AJ pulled up behind me only a few minutes after I called 911. He kindly asked about my problem and got me back on the road with gas."
• "No improvements! Mark went beyond in my opinion getting my car going and I was able to cancel the AAA call. Thank You so much!"
• "Thank you Nick for the unexpected help! You saved me a ton of time and stress!"

• WSDOT responded to 14,335 incidents during the fourth quarter of 2019, 351 (2.5%) more than during the same quarter in 2018
• WSDOT cleared incident scenes in an average of 14 minutes during the fourth quarter of 2019, 24 seconds (2.9%) slower than the same quarter in 2018
• In the fourth quarter of 2019, IR teams provided an estimated $28.6 million in economic benefit by reducing the effects of incidents on drivers
• For every $1 spent on WSDOT's IR program the program provided drivers $19.07 in economic benefit

Customer feedback:

• "In rainy weather, Bryan fixed our flat tire and gave us directions to where we got a new one. He was very helpful. Great guy and a wonderful program!!"
• "Brandon was very helpful, kept my safety in mind and clearly tried to help me relax, he was efficient and knowledgable."
• "Kim was AMAZING! I have seen the incident response trucks, but never knew what they did. I thought you just responded to collisions. Kim was so helpful."

• WSDOT responded to 15,791 incidents during the third quarter of 2019, 157 (1%) fewer than during the same quarter in 2018
• WSDOT cleared incident scenes in an average of 13 minutes and 18 seconds during the third quarter of 2019, 18 seconds (2.3%) slower than the same quarter in 2018
• In the third quarter of 2019, IR teams provided an estimated $30.0 million in economic benefit by reducing the effects of incidents on drivers
• Based on WSDOT's budget for IR, every $1 spent on the program provided drivers roughly $20.01 in economic benefit

Customer feedback:

• "Aaron was professional, efficient, thorough and polite. An amazing case of a true rescue! Nothing but HIGH PRAISE!"
• "Unbelievably helpful! Richard was terrific."
• "Chuck was our guardian angel on this day. He was courteous, professional and proud of the fact he could help people. Hurrah for Chuck and your program."

• WSDOT responded to 16,268 incidents during the second quarter of 2019, marking an 8.2% over the same quarter in 2018
• WSDOT cleared incident scenes in an average of 12 minutes and 18 seconds during the second quarter of 2019, a 1.6% decrease from the same quarter in 2018
• During the second quarter of 2019, Incident Response teams provided an estimated $28.6 million in economic benefit by reducing the affects of incidents on drivers

Customer feedback:

• "Trent was Amazing! He was quick and thorough and calming during a stressful situation. My tire was completely flat and he changed it for me!"
• "I could not have asked for better service. I was in a tense, dangerous situation and Brian was calm, prompt, professional, and very helpful."
• "Frank was such a big help. I was impressed by his regard for safety and all of his help. Frank put me and my safety first. Thank you so much!"

• WSDOT responded to 17,010 incidents during the quarter, providing about $30.4 million in economic benefit
• WSDOT cleared incident scenes in an average of 12 minutes and 30 seconds, reducing traffic delay and the risk of secondary incidents

Customer feedback:

• Ken was great. He pushed me to a safer location. I was only there a few minutes before he was there.
• Jeff was extremely cordial, professional, and helpful. Many thanks to WSDOT and Jeff for providing this invaluable service to highway drivers!
• Heather was amazing. She went above and beyond her usual duties to help me and therefore couldn’t have been better help than Heather! She needs a raise.