Dispatcher – Motorist Assistance Patrol (MAP) Emergency Response Unit
Location: New Orleans, Louisiana

Are you looking for a career where you can make a significant impact every day? Join Serco as a DOTD Motorist Assistance Patrol (MAP) Emergency Response Unit Dispatcher, supporting the Louisiana Department of Transportation and Development (DOTD). Our team plays a vital role in roadway safety, helping detect, verify, and respond to incidents that affect drivers across the state.

As a Dispatcher, you will monitor roadway conditions, communicate with DOTD personnel, law enforcement, and first responders, and coordinate Motorist Assistance Patrol (MAP) units to ensure roads are cleared quickly and safely.

As a Dispatcher, you can expect to:

• Operate ATMS iNet software to monitor and control traffic management devices, including CCTV cameras, Digital Message Signs (DMS), ramp meters, and emergency gates.
• Detect and verify roadway incidents (e.g., crashes, debris, disabled vehicles, spills) through live video monitoring.
• Dispatch MAP units via radio, phone, or landline using established protocols, ensuring accurate communication of incident details and locations.
• Coordinate directly with law enforcement, EMS, fire departments, towing companies, and DOTD personnel to manage and clear incidents.
• Track MAP vehicle locations using GPS-enabled software to direct resources where needed most.
• Activate and manage Amber Alerts and other roadway advisories in coordination with DOTD and Louisiana State Police.
• Monitor weather and roadway conditions; communicate updates and post information to 511la.org.
• Perform accurate logging, recordkeeping, and incident documentation in compliance with DOTD and FCC regulations.
• Support DOTD during severe weather, emergencies, and large-scale special events.
• Participate in annual MAP ride-alongs, ongoing training, and performance evaluations.

Qualifications – To be successful in this role you will have:

• High School Diploma or GED
• Technical skills gained through prior communications experience or on-the-job training
• Ability to communicate clearly and effectively under stressful conditions
• Proficiency in typing and using CAD systems, CCTV, radio equipment, and computer programs
• 0–2 years of customer support or equivalent experience within the last three years
• Flexibility to work 12-hour shifts in a 24/7 operation, including nights, weekends, holidays, and declared emergencies
• Strong English writing and speaking skills, with the ability to produce clear and grammatically correct communications
• Ability to complete and successfully pass a 5-week paid training program

Preferred Qualifications:

• 1–2 years of prior police or emergency response dispatching experience
• Knowledge of public safety operations

Additional Requirements:

This position is contingent upon passing a pre-employment criminal history check and drug screen.

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.