• Road Patrol Training for Excellence 2019

    October 1, 2019 > October 4, 2019 Utrecht, The Netherlands jvervaeck@fia.com

    Draft Agenda

    Tuesday 1 October (ANWB headquarters, The Hague)

    Until 14:00          Arrival of teams at the ANWB headquarters

    14:00-15:00        Placing of cars at the ANWB headquarters

    15:00-16:00        Group photo

    16:30-17:00        Transfer to Louwman Museum

    17:00-20:15        Tour, welcome cocktail and dinner in the Louwman Museum

    20:15-20:45       Transfer to ANWB headquarters

    20:45-21:30     Time of travel to Bastion Hotel (Utrecht)

    Wednesday, 2 October (Utrecht)

    8:30-12:30          1st part of the training and the contest

    12:00-13:30        Lunch

    13:30-17:00        2nd part of the training and the contest

    17:00-17:15        Gathering in front of ANWB Learning Centre

    17:15-18:00        Bus ride to social activity location

    18:00-20:30        Social activity

    20:30-22:00        Dinner

    22:00                    Bus ride back to Bastion Hotel

    Thursday. 3 October (Utrecht)  

    8:30-12:30          1st part of the training and the contest

    12:00-13:30        Lunch

    13:30-17:00        2nd part of the training and the contest

    From 17:00         Free time

    Friday, 4 October (Utrecht)   

    9:00-11:30          Feedback and evaluation

    11:30-12:30        Award ceremony

    12:30-14:30        Lunch and farewell

    Registration is on a first come first served basis.

    The registration limit has been reached. 

    Bastion Hotel Utrecht is a 3-star hotel with a unique, central location near important roads and with public transport connections within walking distance. You can easily travel to the city centre of Utrecht. The hotel is right next to the ANWB training centre, where the Road Patrol Training for Excellence will take place.

    Click here to book your room.

    Booking deadline is 29 August 2019

     

     

    FIA Region I and ARC Europe Group have joined forces to create a best in class training for the road patrol teams in member organisations. The training aims to increase the overall standard of roadside assistance services offered by the participating road patrol teams and to achieve a universally high level for the quality of services offered by FIA Region I Clubs and ARC Europe Group members throughout Europe.

    Participants in the Road Patrol Training for Excellence benefit from access to cars from different car brands under contract with ARC Europe Group and learn about common breakdown causes, specific repair information and new car technologies for each of these brands. The event includes both training and assessment sessions and, upon completion, a certification of training. The team achieving the highest scores during the assessment sessions is awarded the title of “Road Patrol Team of the Year”.

     

    Guidelines

    1. The duration for the practical and assessment phase of the event is 2 days: Theoretical courses, practical tasks and assessments.
    2. Clubs who are only either FIA Region I member or ARC Europe are not awarded. To be in the ranking, a Club should be a member of both organisations.
    3. Each club should be represented by a team of at the most 3 members:
      • 1 road patrolman
      • 1 road patrol trainer or a second patrolman
      • 1 interpreter (If needed)
    4. The patrolman and the trainer should not have participated in the last year edition of the Road Patrol Training for Excellence. An exception could be made for organisations with only one trainer.
    5. As stated in the rules, each contestant team is encouraged to participate with its own road patrol car. This may increase its chance in the competition.
    6. Each group will go through one rotation per half a day:
      • 1 Rotation = theoretical course + two practical tasks + assessment.
    7. During the theoretical session, the trainer will deliver an automotive related course during 1 hour per group.
    8. The theoretical and assessment contents will be delivered in English.
    9. During the theoretical session, participants may ask questions to the trainer in case they did not understand a topic.
    10. The knowledge presented during the classroom course will be the main subject of the assessment.
    11. During the assessment phase, participants are expected to locate the root cause of the breakdown and to repair it or advise the next step within 20 minutes.
    12. The timer starts as soon as soon as the role play has been explained (without exceeding 5 minutes). No extra time is allowed after the 20 minutes have expired.
    13. If the participants fail to locate the fault or repair within the timeframe, they should anyway suggest a solution for the customer and clearly state the next steps to close the case.
    14. The assessment marking will be focused on the following criteria:
      • Safe approach to address the breakdown
      • Customer care
      • Pre-checks and fault confirmation
      • Logical process to diagnose the fault
      • Time spent on the repair
      • Usage of the knowledge acquired during the theoretical sessions
      • Team work
      • Personal automotive technical skills
      • Success of repair
    15. In case of a tie in the global ranking, the team with the highest score in the customer care/service for the 4 workshops would be privileged.
    16. Only the assessment tasks will be graded and used for the ranking. The practical task could be graded but will not be a part of the global score.
    17. During the assessment phase, participants should refer to the trainer as a customer; no help or course related questions are authorised.
    18. Participants are expected to interact with the customer in the same way as in a real-life scenario.
    19. The interpreter is not allowed to intervene if his/her team does not require a translation.
    20. The guests are not allowed to work on the vehicle and should remain outside the breakdown delimited zone during the assessment.
    21. Participants are expected to keep the working area clean and tidy. Points will be allocated for housekeeping and cleanliness.
    22. Participants should not introduce extra faults while working. Should they have any doubt, they should refer to the trainer once the assessment has finished.

    Costs

    • €150 per team (1 member of road patrol, 1 road patrol trainer and 1 interpreter, should the team require one).
    • €100 per guest

    Dress code

    • Training and contest: patrol uniforms (the training and the contest will be in- and outdoors).
    • Social program: casual and rain jacket/coat.

    Rules

    Participation is limited and registration is done on a first come, first serve basis.

    The event will include both training and assessment sessions. During the assessment, the participants are organised in Club teams and receive points based on performance.

    The teams are expected to identify the cause of breakdown on various vehicles and to repair them.

    Criteria for evaluation

    • Safe way to address the breakdown
    • Customer service
    • Time spent for the repair
    • Usage of the knowledge acquired during the theoretical sessions
    • Team work
    • Own automotive technical knowledge
    • Success of repair

    Participants

    One team per Club with:

    • 1 member of road patrol
    • 1 road patrol trainer
    • 1 interpreter (if required)

    Patrol:

    He/she should not have participated at least in the last edition of the Road Patrol Training for Excellence.

    He/she should not have been involved in the trainer team in the last edition of the RPTfE.

    Patrol Trainer:

    He/she should not have participated at least in the last edition of the Road Patrol Training for Excellence.

                   Exceptions :

    Should an organisation have only one trainer among their employees, this trainer is entitled to enrol and to participate 2 years in a row in the RPTfE. However, it is up to the organisation committee to assess the enrolment case by case to make the final decision.

    Interpreter:

    • The interpreter helps his/her team whenever in case of a language barrier
    • There is no restriction for the interpreters to participate in the RPTfE several times
    • Interpreters can be present during the assignments. However, only the team members (road patrol member and road patrol trainer) are strictly allowed to perform the assignments.
    • The interpreter is not allowed to intervene if his/her team does not require a translation.

    Guest

    The guests are not allowed to be present during the assignments not perform the assignment

    Should a team not follow these rule, the organising committee might decide on disqualification.

    Languages

    The training and assessment sessions will be in English. The teams who do not speak English are encouraged to come with their own translator.

    Patrol Cars / Roadside Tools

    • Participants should come with their own fully equipped road patrol cars and diagnostic devices.
    • The teams will be asked to use road patrol equipment during the assignments of the contest. Having own equipment will increase the chance of success.
    • If needed host organisation ANWB will have a few road patrol cars available for the teams who are unable to bring their own.
    • If your Club needs a car or equipment, please inform the organisational team before the event.
    • All participants are required to bring their own diagnostics tool, even if they cannot come with their own road patrol car.

    Prize

    • All participants – with exception of the cases herunder are eligible to be granted the “Road Patrol of the Year 2019” award based on their performance during the assessment.
      • Participants of which the same Club also provides the training
      • Regional Teams of the host Club, if any
      • Clubs who are not members of both ARC Europe and FIA Networks
    • Each participant will receive a certificate of participation.
    • In case of changes in team participants please inform the organisation as soon as possible

    In case of a tie in the global ranking, the team with the highest score in the customer care for the 4 workshops would be privileged.

    RPTfE 2018 video from FIA Region I on Vimeo.

    For the second year in a row, Koninklijke Nederlandse Toeristenbond (ANWB) was awarded the title of Road Patrol Team of the Year by FIA Region I and ARC Europe Group following three days of intensive training and competition at the annual Road Patrol Training for Excellence. In second place were The Automobile Association UK (AA) and Avto-moto zveza Slovenija (AMZS).

    FIA Region I President, Mr Thomas Møller Thomsen said: “Breakdown assistance remains a core business of many Clubs. The event brings Clubs together and gives them a chance to learn from each other. Patrol teams receive training from some of the best experts here and in the end this benefits members who get the highest quality assistance when they need us.’’

    Stefano Sarti, Managing Director of ARC Europe Group, said: “ARC Europe Group proudly recognize the hard work and commitment of our road patrols, it’s due to their day to day efforts, that we are known for high-quality services in roadside assistance. The Road Patrol Training for Excellence it’s instrumental for us, we strongly value our patrol men and we would like to honor them with this prize and fulfill our goal, to become the best mobility partner for our customers, in addition to developing new business lines and getting motorists back on the road.”

    The event took place from 25 to 28 September 2018 in Vienna, Austria and was hosted by the Österreichischer Automobil-, Motorrad- Und Touring Club (ÖAMTC).

    FIA Region I and ARC Europe Group are the main organisers of the event where 19 road patrol teams from across Europe come together to learn the latest techniques and best practice for roadside assistance to help get motorists back on the road. This year, trainers came from two clubs Österreichischer Automobil-, Motorrad- Und Touring Club (ÖAMTC) and the Touring Club de Suisse (TCS), as well as two companies Club Logistic Services (CLS) and ProLux.