Rita Charitable Trust

Free Highway Toll Collector Course (6Months)

Highway Toll Collector:

Brief Job Description

A candidate in this job role performs toll collection activities at authorized toll plazas. He must adhere to relevant occupational health and safety guidelines while carrying out the tasks. The individual is expected to competently carry out assigned duties as per standard operating procedures. The candidate should have the working knowledge of computers and identify class of vehicle.

Personal Attributes

Must exhibit good customer service attributescourteous, solution-oriented, polite, reliable, good decision- making skills, etc. Possess an alert mind and a physically active body and meticulous work habits

Work effectively in a team:

Scope

This unit/task covers the following: Colleagues: Superiors

Members of own work group

People in other work groups within or outside the organisation Communicate: Face-to-face

By telephone In writing

Elements and Performance Criteria

Effective communication

To be competent, the user/individual on the job must be able to:

PC1.    maintain clear communication with colleagues

PC2.    work with colleagues

PC3.    pass on information to colleagues in line with organisational requirements

PC4.. work in ways that show respect for colleagues

PC5.    carry out commitments made to colleagues

PC6.    let colleagues know in good time if cannot carry out commitments, explaining the reasons

PC7.            identify problems in working with colleagues and take the initiative to solve these problems

PC8.    follow the organisations policies and procedures for working with colleagues

PC9.    ability to share resources with other members as per priority of tasks

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. the organisations policies and procedures for working withcolleagues, role and responsibilities in relation to this

KU2. the importance of effective communication and establishing goodworking relationships with colleagues

KU3. different methods of communication and the circumstances inwhich it is appropriate to use these

KU4. benefits of developing productive working relationships withcolleagues

KU5. the importance of creating an environment of trust and mutualrespect

KU6. whether not meeting commitments, will have implications onindividuals and the organisation

KU7. different types of information that colleagues might need and theimportance of providing this information when it is required

KU8. the importance of problems, from colleagues perspective andhow to provide support, where necessary, to resolve these

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1.     complete well written work with attention to detail

GS2.     read instructions, guidelines/procedures

GS3.     listen effectively and orally communicate information

GS4.             make decisions on a suitable course of action or response

GS5.             plan and organise work to achieve targets and deadlines

GS6.             check that the work meets customer requirements

GS7.     deliver consistent and reliable service to customers

GS8.             apply problem solving approaches in different situations

GS9.             apply balanced judgements to different situations

GS10. apply good attention to detail

GS11. check that the work is complete and free from errors

GS12. get work checked by peers

GS13. work effectively in a team environment

Everything has to move on': Maryland toll collectors looking beyond the  booth as bridges, tunnels go cashless - Baltimore Sun

Maintain a healthy,safe and secure working environment:

Scope

This unit/task covers the following:

Resources (both material & manpower) needed to maintain a safe working environment as per the prevalent norms & government policies including emergency procedures for Illness, accidents, fires or any other reason which may involve evacuation of the premises

Elements and Performance Criteria

Resources needed to maintain a safe, secure working environment

To be competent, the user/individual on the job must be able to:

PC1.    comply with organisations current health,safety and security policies and procedures

PC2. report any identified breaches in health,safety, and security policies and procedures to the designated person

PC3.. Coordinate with other resources at the workplace to achieve the healthy, safe and secure environment for all incorporating all government norms esp. for emergency situations like fires,earthquakes etc.

PC4.    identify and correct any hazards like illness, accidents, fires or any other natural calamity safely and within the limits of individuals authority

PC5.    report any hazards outside the individuals authority to the relevant person in line with organisational procedures and warn other people who may be affected

PC6.    follow organisations emergency procedures for accidents, fires or any other natural calamity

PC7.    identify and recommend opportunities for improving health,safety, and security to the designated person

PC8.    complete all health and safety records are updates and procedures well defined

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1.     legislative requirements and organisations procedures for health, safety and security and individuals role and responsibilities in relation to this

KU2.     what is meant by a hazard, including the different types of health and safety hazards that can be found in the workplace

KU3.     how and when to report hazards

KU4.     the limits of responsibility for dealing with hazards

KU5.     the organisations emergency procedures for different emergency situations and the importance of following these

KU6.     the importance of maintaining high standards of health, safety and security

KU7.     implications that any non-compliance with health, safety and security may have on individuals and the organisation

KU8.     different types of breaches in health, safety and security and how and when to report these

KU9.     evacuation procedures for workers and visitors

KU10. how to summon medical assistance and the emergency services,where necessary

KU11. how to use the health, safety and accident reporting procedures and the importance of these

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1.     complete accurate, well written work with attention to detail

GS2.     read instructions, guidelines/procedures/rules

GS3.     listen and orally communicate information

GS4.     make decisions on a suitable course of action or response

GS5.     plan and organise work to achieve targets and deadlines

GS6.     build and maintain positive and effective relationships withcolleagues and customers

GS7.     apply problem solving approaches in different situations

GS8.     analyse data and activities

GS9.     apply balanced judgements to different situations

GS10. apply good attention to detail

GS11. check that the work is complete and free from errors

GS12. get work checked by peers

GS13. work effectively in a team environment

Toll Booth Operator #7 (MD) | Another NYC road trip, Septemb… | Flickr

Collect toll as per standard operating procedure:

Elements and Performance Criteria

Work safely

To be competent, the user/individual on the job must be able to:

PC1.     work safely at all times, complying with health and safety legislation, regulations and other relevant guidelines

PC2.     adhere to procedures or systems in place for health and safety, personal protective equipment (PPE) and other relevant safety regulations

Prepare for toll collection

To be competent, the user/individual on the job must be able to:

PC3.     report to duty at the scheduled shift as per the standard procedure

PC4.     deposit personal belongings at the designated location

PC5.     Personal belongings: Personal cash, mobile phone, electronic gadgets etc.

PC6.             report to shift incharge and mark attendance in the attendance register

PC7.             collect shift report, cash bag, lock and key from the shift incharge

PC8.     collect float cash from the authorized person

PC9.     count float cash and sign in the exact amount provided in the acknowledgement register

PC10. keep the float cash in the cash bag and ensure that the cash bag is properly locked

PC11. acknowledge roll call and get briefing from the shift incharge if any

PC12. occupy the booth in the assigned lane at assigned time

PC13. ensure that the toll collector of the previous shift is logged out of the system

PC14. check for proper functioning of IT hardware,equipment and fixturesEquipment used in toll collection booth: Computer,printer, scanner, display board, wireless equipment, CCTV etc.

PC15. report malfunctions, abnormalities and damages if any to the plaza controller

Carry out toll collection

To be competent, the user/individual on the job must be able to:

PC16. log in the lane system by providing authentic information and ensure that OHLS will turn green automatically Toll Management Systems: EFKON, Metro electronic toll control system, Rajdeeps toll management system or any other systemas per the toll operator

PC17. confirm login to the plaza controller or validator

PC18. instruct toll attendant/channelizer to allow the entry of vehicles in to the lane when ready

PC19. identify the class of vehicle and collect fee as per the stipulated tarrif

PC20. handover receipt and change for correct amount

PC21. validate the receipts of passing through vehicles to check whether the toll has been already paid

PC22. inform plaza validator or plaza controller or shift inchagre incase of exempt vehicle and take permission to exempt

PC23. make an entry in the incident report for vehicles exempted or any other incidents or exceptions

PC24. check the display of approved RFID Tag/FASTag, vehicle number for smart card, local consession and monthly pass users

PC25. store the collected toll as per specified procedure, adhering to safety measures at all times

PC26. undergo frisking and suprise checks by authorised persons

PC27. follow recommended procedure to take breaksProcedure:permission from validator /plaza controller, log ou at the lane computer, keep the cash in the bag,log in again after taking the permission from the validator or plaza controller

PC28. follow recommended procedure to logout after the shift Procedure: Take permission from the control room supervisor, request road user at the window to wait for shift change

PC29. keep the cash in the bag, lock and move to the TOD room for cash handover

Perform post toll collection activities

To be competent, the user/individual on the job must be able to:

PC30. segregate revenue collected and make bundles as per the denomination

PC31. prepare summary of the cash collected accurately and in the prescribed format

PC32. handover the toll collected to the cashier and take acknowledgement

PC33. reconcile the amount with the system generated report with the help of cashier

PC34. get the exemption reports verified by the supervisor at the control room

PC35. sign the shift report and handit over to the shift incharge with supporting documents

PC36. hand over cash bags and keys to the cashier

PC37. obtain shift incharge permission and register departure at TOD room

PC38. undergo security check/frisking by the authorized person

Highway Toll Collector

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1.     relevant legislation, standards, policies, and procedures followed in the company relevant to own employment and performance conditions

KU2.     relevant health and safety requirements applicable in the work place

KU3.     own job role and responsibilities and sources for information pertaining to employment terms, entitlements, job role and responsibilities

KU4.     reporting structure, inter-dependent functions, lines and procedures in thework area

KU5.              how to engage with concerned persons for support in order to resolve incidents

KU6.              importance of working in clean and safe environment practices and procedures

KU7.              relevant people and their responsibilities within the work area

KU8.     escalation matrix and procedures for reporting work and employment related issues

KU9.     importance of using personal protective equipment appropriate to carry out the given tasks as per relevant occupational health & safety guidelines

KU10. hazards and potential risks associated with the given work and safety control measures used to prevent injury to self and others

KU11. types of tolling system Tolling systems: Open toll system, closed toll system

KU12. methods of toll collectionMethods : Manual toll collection, automatic toll collection, electronic toll collection

KU13. common terms used in tollingCommon terms: Throughput, demand, processing time, queing area, merging area, number of toll lanes

KU14. knowledge of traffic and electronic signs

KU15. importance of traffic standard definitionsTraffic standard definitions: Advance working zoe, transition zone, working zone, carriageway traffic control, traffic control devices, detour, diversion etc.

KU16. basic knowledge and operation of a computer

KU17. use of electronic equipment used in toll collection

KU18. classification of roadsClassification: National highways, state highways, other PWD roads and rural roads

KU19. rules and regulations of National Highways,1997Rules: Collection of fees by any a person for the use of section of National Highways/ Permanent bridge/ Temporary bridge on National Highways etc

KU20. different class of vehicle as per NHAI guidelinesClass: Car/jeep/van, LCV, bus/truck, upto 3 axle vehicle, 4 to 6 axle vehicle, HCM/EME, vehicles with 7 or more axles

KU21. who should be exempted from paying toll tax as per NHAI rulesExemption from payment of toll tax as per current NHAI rules: Transporting and accompanying, the President of India, the Vice President of India, the Prime- Minister of India, the Governor of a state, the Speaker of the Huose of People, the Cabinet Minister of the union, the Chief Minister of a State, the Judge of the Supreme Court, the Minister of State of the Union, the Lieutenant Governor of a Union territory, the Chief of Staff holding the rank of full General or equivalent rank, the Chairman of the Legislative Council of a State, the Speaker of the Legislative Assembly of a State, the Chief Justice of a High Court, the Judge of a High Court, the Member of Parliament, the Army Commander or Vice-Chief of Army Staff and equivalent in other services, the Chief Secretary to a State Government within concerned State, the Secretary to the Government of India, the Secretary, Council of States, the Secretary, House of People, the Foreign dignitary on State visit,fire fighting vehicle, ambulance, funeral van etc.

KU22. how to exempt a vehicle from paying toll tax

KU23. use of code laws for beaconsBeacon: Red beacon (with/without flasher), Blue beacon (with/without flasher)

KU24. how to seek help from the plaza controller incase of incidents

Everything has to move on': Maryland toll collectors looking beyond the  booth as bridges, tunnels go cashless - Baltimore Sun

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. fill up appropriate forms,incident report, summary sheet of toll collection, exemption reports as per organizationalformat in English and/or local language

GS2. read and interpret information correctly from the notice board, standard operating procedure etc.

GS3. interpret toll business rules

GS4. read signages, safety symbols, warnings, etc. displayed in work environment

GS5. communicate with road users clearly, effectively and politely

GS6. convey information to the shift-incharge, plaza controllers, barrierman, channelizers,cashier etc.

GS7. when faced with difficult situations seek clarification from the shift-incharge or plaza controller or responsible authority on how to resolve problems

GS8. identify the problems that might arise during the toll collection activity and take necessary actions quickly

GS9. exhibit polite and courteous behavioral skills

Carry out toll collection

. log in the lane system by providing authentic information and ensure that OHLS will turn green automatically Toll Management Systems: EFKON, Metro electronic toll control system, Rajdeeps toll management system or any other systemas per the toll operator

. confirm login to the plaza controller or validator

. instruct toll attendant/channelizer to allow the entry of vehicles in to the lane when ready

identify the class of vehicle and collect fee as per the stipulated tarrif

handover receipt and change for correct amount

validate the receipts of passing through vehicles to check whether the toll has been already paid

inform plaza validator or plaza controller or shift inchagre incase of exempt vehicle and take permission to exempt

make an entry in the incident report for vehicles exempted or any other incidents or exceptions

. check the display of approved RFID Tag/FASTag, vehicle number for smart card, local consession and monthly pass users

store the collected toll as per specified procedure, adhering to safety measures at all times

Assessment Guidelines

  1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Element/ Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each Element/ PC.
  • The assessment for the theory part will be based on knowledge bank of questions created by the SSC.
  • Assessment will be conducted for all compulsory NOS, and where applicable, on the selected elective/option NOS/set of NOS.
  • Individual assessment agencies will create unique question papers for theory part for each candidate at each examination/training center (as per assessment criteria below).
  • Individual assessment agencies will create unique evaluations for skill practical for every student at each examination/ training center based on these criteria.
  • To pass the Qualification Pack assessment, every trainee should score the Recommended Pass % aggregate for the QP.
  • In case of unsuccessful completion, the trainee may seek reassessment on the Qualification Pack.