Master rapid assessment and decision-making with our comprehensive on-road triage protocols. Minimize downtime, ensure driver safety, and make informed repair-or-tow decisions within minutes of any breakdown incident.
Systematic triage procedures for immediate breakdown response and decision-making.
An on-road triage playbook is a systematic decision-making framework that enables rapid assessment, prioritization, and response to vehicle breakdowns in real-time.
This comprehensive guide provides step-by-step procedures for evaluating breakdown severity, determining repair feasibility, coordinating resources, and ensuring safety compliance. It empowers drivers and dispatchers to make informed decisions quickly, reducing costly downtime and preventing secondary failures. The playbook integrates with your after-hours call tree for seamless 24/7 support.
| Severity Level | Symptoms | Response Action |
|---|---|---|
| Critical | Fire, brake failure, steering loss | Immediate evacuation |
| High | Engine failure, transmission locked | Secure & tow |
| Medium | Overheating, electrical issues | Assess for repair |
| Low | Minor leaks, warning lights | Temporary fix possible |
| Monitor | Unusual sounds, performance drop | Continue with caution |
Follow this proven sequence for effective breakdown management
Activate hazard lights, set warning triangles, and ensure driver safety. Follow the roadside safety checklist completely.
Conduct visual inspection and gather diagnostic information. Document all findings for repair decisions.
Categorize the breakdown using the priority matrix. Determine if immediate towing is required.
Deploy appropriate resources based on severity. Coordinate with vendors, technicians, and support teams. Check your emergency kit inventory for available tools.
Implement the chosen response plan and maintain detailed documentation. Follow up to ensure resolution and capture lessons learned.
Making the right repair-or-tow decision can save thousands in unnecessary costs. Our decision framework considers multiple factors to guide optimal choices.
Key considerations include breakdown type, parts availability, technician proximity, weather conditions, and cargo urgency. Use our rebuild vs replace matrix for component-level decisions.
When towing is necessary, ensure compliance with safe towing procedures to prevent secondary damage.
| Issue | Repair Time | Success Rate |
|---|---|---|
| Blown fuse/relay | 15-30 min | 95% |
| Air leak repair | 30-45 min | 85% |
| Belt replacement | 45-60 min | 75% |
| Coolant top-up | 20-30 min | 90% |
| Battery jump/replace | 20-40 min | 88% |
Times assume parts availability. Always verify torque specifications for repairs.
Some breakdowns can be temporarily resolved to get vehicles to proper repair facilities. These field repairs should only be attempted when safe and within technician capabilities.
Always follow lockout-tagout procedures when working on disabled vehicles, especially with electrical or hydraulic systems.
Document all temporary repairs thoroughly and schedule permanent fixes immediately. Reference repair time standards in our repair time standards guide.
Get answers to frequently asked questions about on-road triage procedures
Drivers should provide: exact location (GPS coordinates), vehicle ID and mileage, description of failure symptoms, warning lights displayed, unusual sounds or smells, current weather and traffic conditions, cargo type and urgency, and their assessment of safety status. Photos of damage or dashboard warnings are extremely helpful. This information enables dispatchers to make informed decisions quickly and deploy appropriate resources.
Initial safety assessment should be completed within 2-3 minutes of breakdown notification. Severity classification and basic resource deployment decisions should occur within 5-10 minutes. Final repair-or-tow decisions can take up to 15 minutes for complex situations. The key is balancing speed with accuracy - rushed decisions often lead to incorrect resource deployment and increased costs.
Common mistakes include: underestimating safety risks, attempting complex repairs roadside, failing to secure the scene properly, not gathering complete information before deciding, sending wrong equipment or technicians, ignoring weather or traffic factors, and poor communication with drivers. Always err on the side of caution with safety issues and ensure proper documentation of all decisions made.
Multiple breakdowns require strict prioritization based on safety risk, revenue impact, and resource availability. Use the severity matrix to rank incidents, deploy resources to highest priority first, and activate backup vendors as needed. Maintain clear communication with all affected drivers about expected response times. Consider implementing a command center approach with dedicated coordinators for complex situations. Always document resource allocation decisions.
Dispatchers need training in: vehicle systems and common failure modes, safety assessment procedures, resource coordination, vendor management, communication protocols, and stress management. Include hands-on practice with triage scenarios, regular refresher training, and access to technical resources. Consider pairing new dispatchers with experienced mentors. Document all training and maintain competency records for quality assurance.
Key metrics include: average decision time, first-call resolution rate, accuracy of severity assessment, resource utilization efficiency, total downtime per incident, and cost per breakdown. Track secondary failures caused by incorrect triage decisions. Monitor driver satisfaction scores and vendor performance. Use the service bulletin index to benchmark against industry standards. Regular analysis helps identify improvement opportunities.
Essential service bulletins for comprehensive breakdown management
Comprehensive safety protocols for all roadside operations.
View ChecklistProper protocols for vehicle recovery and transport operations.
View ProceduresDiscover comprehensive repair guides and resources for efficient fleet maintenance
Implement a comprehensive on-road triage system that reduces downtime, improves safety, and optimizes repair decisions. Get instant access to proven protocols, decision trees, and real-time support tools.
Streamlined triage process cuts response time in half
Better decisions mean fewer unnecessary tows
Proven protocols ensure driver and technician safety