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PERSONNEL
What training do you offer a new employee?
ELM Locating has an extensive training program for all new locate technicians. We provide three to five days of classroom training and another three to five weeks of field training. Prior to performing field work on their own, a new employee must be qualified by our in-house trainers. We also encourage utilities to work with our supervisors and new technicians to confirm competency and verify that we are meeting the utility requirements. Only then will technicians be allowed to perform independent locates on a utilities’ buried facilities.
Does your company drug test?
Yes, as required for safety sensitive positions, we require pre-employment drug testing. We also perform random testing. All employees and supervisors with responsibility for locating gas utilities are tested in accordance with the Department of Transportation Pipeline Safety Alcohol and Drug Program.
Does your company have a safety program?
Absolutely. ELM Locating is committed to having safe employees locating our utility customer’s buried lines or cables. We take a strong stance on safety and are always looking for ways to improve. Our formal safety program includes reviews by upper management of every accident, mandatory root cause analysis investigations of each significant accident, and weekly safety flashes from the corporate office. We have a formal safety incentive program that rewards employees for working safely. In addition, each local office conducts weekly safety meetings and vehicle inspections with their employees.
EQUIPMENT QUESTIONS
What type of equipment do you use?
We use several types of locating devices. Primarily we use Subsite Multi Frequency 950 R/T. We also use Radio Detection models RD 400 HPTX (3 & 5 watt transmitters). In isolated areas we use Dynatel 2250 and 2273 locators, along with Metrotech, Subsite and Aquatronics locators. In addition, in areas with electronic mapping, locate technicians are issued current technology laptop computers with additional address locating software installed to assist in finding remote addresses. These are all provided to ensure our locate technicians have all the necessary tools to accurately locate our customers’ buried facilities.
What type of communication do you use?
We use cellular phones, mobile data cards.
How are you accessing facility maps? Hard copies, electronic, or both?
Although we have electronic maps for probably 90% of all utilities, we still have areas where paper maps are in use. Best practices for the locate industry indicate electronic maps are the best mapping tool to assist in accurate locates.
With all the facilities you locate, how do you manage all the facility maps?
Typically each utility company provides us with electronic versions of their maps. Each utility’s maps generally require their own special viewing software, so each one of these programs required for a given area is installed on the technician’s laptop and utility maps are accessed from there. Utilities generally deliver updated electronic maps to our local offices and they are then distributed to our technicians. In short, separation is easy because each utility’s maps are independent.
How often do you update your maps?
Each utility updates at different intervals. In some cases we are updating monthly, others quarterly, and in rare cases annually.
FIELD PROCEDURES
What type of on-site marking materials do you use, and how do you document the markings?
Field marking consists of paint on every locate, with whiskers, flags and stakes used when field conditions dictate. We also use offsets and tie downs when necessary.
How do you document the on-site markings?
Ticket documentation consists of an accurate sketch with address labeled, street or intersections clearly labeled, and a North arrow indicating direction. The located facilities are labeled and offset and tie down measurements are also documented on the sketch sheet. The ticket is then signed and dated by the technician who completed work. Pictures are used in lieu of sketches in some states or with certain customers.
When high-profile facilities are involved, what steps do you follow to ensure they are protected?
After initial completion of the ticket, we will conduct stand-by and monitor on all critical/high profile cables, or as prescribed by the utility. This includes coordination of excavation time with contractor to insure our field technicians are at the site while excavation occurs and that all high profile lines are exposed by careful and prudent excavation methods up to and including mandatory hand digging.
When an emergency locate is needed, how fast can you respond?
Our goal is to respond as soon as possible. Our staffing and dispatch capabilities typically allow us to respond to emergencies within a 1 hour window; well within the 2-hour recommendations of many dig laws.
Will you cover after-hour emergencies?
Yes, we have an after-hour dispatch procedure to cover any after-hour callout. Our corporate office maintains a 24-hour emergency dispatch center, which can contact all field offices as required by the emergency.
What is the structure of the local offices?
In each area, we have a state manager that oversees the entire state operation and then supplement that with local city managers or supervisors and an appropriate number of locate technicians, depending on the work load.
BUSINESS PROCESSES
How will you receive my work?
State or regional one call centers send tickets electronically to our LaunchPoint ticket management system in Missoula, Montana. After storing the ticket in our corporate data base, the ticket is electronically routed to the appropriate technician performing the work. We have a dispatch team that handles the distribution of emergency tickets via e-mail or phone to the appropriate technician.
How can I verify a locate request has been completed by your technicians?
We are responsible to locate all requests within the time allowed by state law. If we are unable to respond to a locate request, we will notify the excavator and work with them to ensure the utility lines are located prior to the excavation commencing. Additionally, we have implemented a positive response verification system as needed or required.
How will you invoice me for your service?
A weekly invoice is sent, along with back up detail for each ticket including ticket number, address, excavator name, ticket due date and ticket completion date.
What is your accuracy ratio as a company?
For the year 2007, our accuracy ratio was 99.94% accurate. This outstanding accuracy ratio is above the national average and allows the utility company to concentrate on their core competencies of providing reliable and efficient service to their utility customers.
Do you separate your damages into specific groups such as gas, phone, electric, etc.?
Yes. We perform a root cause analysis on all significant claims, to better understand reasons for inaccurate locates. Although above the national average on locate accuracy, we are always looking to improve that number, believing one damage is too many for any utility.
Describe your claims resolution process.
If damage occurs, we have field personnel meet with the utility representative at the location of the damage as soon as possible. Information is documented, photos taken, and reports completed as part of a process that leads to a final resolution on each damage. That information is shared with the utility company to ensure the claim is handled promptly and efficiently.
What kind of backup documentation do you have to show locates were completed on time and accurately? How do we as the facility owner know you are performing the work to our expectations?
At our customer’s request, we welcome the opportunity to perform joint field audits. In addition we maintain completed paper work from each technician documenting their work. In some areas pictures of the locate are available with the date/time stamp. Finally, supervisors perform random audits on their employees to ensure work is being completed according to the utilities’ requirements.
Do you have copies of your documentation that I can review?
Yes. All documentation is archived and maintained according to the terms of each individual contract. Typically a daily locate summary, tickets, sketches and/or pictures, and invoices are kept on file for a minimum of five years.
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