Are you looking for a career where you can make a significant impact every day? Explore this opportunity to become a DOTD Motorist Assistance Patrol (MAP) Emergency Response Unit Dispatcher in Lake Charles, Louisiana. 

Serco’s MAP Dispatchers monitor video images to detect and verify crashes, debris, abandoned or disabled vehicles, and hazardous and non-hazardous spills on roadways. They provide this information to DOTD personnel statewide, local law enforcement, and other first responders to assist in safely clearing and reopening the roads.

Serco supports the Louisiana Department of Transportation and Development (DOTD) in its initiative to enhance the Transportation Management Center (TMC) operations and improve coordination with partners in responding to road incidents. We achieve this goal with an experienced and highly trained team of MAP Dispatchers. The team works closely with DOTD personnel statewide, local law enforcement, and other first responders daily.

As a Dispatcher, you can expect to:

• Use ATMS iNet software to control and monitor field devices, such as Closed-Circuit Television (CCTV) cameras, Digital Message Signs (DMSs), ramp meters, emergency crossover gates, and other technologies related to devices that may form part of an Intelligent Transportation System (ITS).
• Monitor video images to detect and verify incidents such as debris, abandoned or disabled vehicles, and hazardous or non-hazardous spills.
• Use ATMS iNet software to log confirmed incidents, construction, and maintenance lane closures.
• Utilize Global Positioning System (GPS)-enabled software to track the location of Motorist Assistance Patrol (MAP) vehicles, directing resources to where they are most needed.
• Communicate and dispatch MAP units via radio, landline, or phone using standard protocol to the locations of road hazards and incidents, providing clear, accurate directions to the location and an accurate description of the incident as advised by public safety entities or Department personnel.
• Communicate via radio, landline, or phone with law enforcement, EMS, fire departments, or towing services; provide clear and accurate information regarding incidents and the required response.
• Communicate via radio, landline, or phone with Department personnel statewide, including Maintenance and Construction personnel, ITS, Traffic Operations Department management, and Federal Highway Administration as appropriate to provide clear, accurate information regarding incidents, traffic, road maintenance, construction activity, and related weather conditions.
• Input repair tickets for malfunctioning ITS equipment.
• Ensure all radio communications comply with Department and Federal Communications Commission (FCC) rules and regulations, adhering to radio protocol and using proper 10-codes.
• Receive information from law enforcement and other agencies reporting damage to the transportation system and communicate damage information to the appropriate contact.
• Receive communication from DOTD/Louisiana State Police (LSP)/State Radio authorizing Amber Alerts and activate Amber Alert messages for DMS or a specified region, as determined by LSP. Confirm activation with DOTD and LSP.
• Receive a call from Zetron indicating a high-water level and communicate this information to the appropriate DOTD District staff.
• When alerts are canceled, clear messages from all activated DMS and email reports to the Special Alert Group.
• Coordinate and collaborate with ITS personnel, District Traffic Operations Engineers, Department Operations staff, relevant local agencies, other authorities, and towing and wrecker companies to manage and clear traffic incidents.
• Support all emergency/special events operations, such as severe weather events and special events that generate high traffic volume, such as mobile operations and political rallies.
• Log potential and confirmed incidents, construction, and maintenance closures using ITS software.
• Monitor weather conditions for potential traffic problems and make necessary communications to take appropriate actions. Update entries/information on the 511la.org website.
• Complete annual one-day ride-along with MAP units.
• Answer phones to provide information or assistance to motorists, DOTD personnel, or other agencies regarding traffic and road conditions; direct calls to the appropriate personnel in traffic operations, the ITS Section, or take necessary action.
• Perform clear and concise recordkeeping, logging of required information, equipment checks, data gathering, and updating of manuals and contact lists that include all pertinent information.
• Complete initial and periodic re-training and performance evaluation testing programs developed by the TIM & Training Coordinator.
• Perform Traffic Management (TM) operations, incident management, travel information dissemination, and customer service tasks not explicitly identified that fall within the project's scope.

To be successful in this role, you will have:

• High School Diploma or GED
• Technical skills and knowledge acquired from prior communications experience or on-the-job training.
• Ability to verbally communicate effectively under stressful conditions is a must.
• Ability to type and operate CAD systems, CCTV, computer programs/systems, and radio equipment. 
• 0–2 years of customer support or equivalent experience within the last three years.
• Availability to work various schedules, weekends, holidays, and state of emergencies. Shifts are 12 hours 6am - 7pm.
• English-language speaking and writing skills to compose clear and concise sentences without errors in spelling or grammar.
• Ability to complete and pass the 5-week (paid) training.

Additional desirable qualifications:

• 1-2 years prior police/emergency response dispatching experience
• Knowledge of Public Safety operations.

This position is contingent upon your ability to pass 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.

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.

Benefits HIGHLIGHTS – Comprehensible Benefits for Full-time Employees (Part-time members receive a customized package tailored to their role).

• Medical, dental, and vision insurance
• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
• 401(k) plan that includes employer matching funds
• Tuition reimbursement program
• Life insurance and disability coverage
• Optional coverages you can buy, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Employee Assistance Plan that includes counseling conditions
• Specific benefits are dependent upon the specific contract as well as whether the position is covered by a collective bargaining agreement or the Service Contract Act.

To review all Serco benefits please visit: https://www.serco.com/na/careers/about-us.

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco’s external (or internal) career site. This is a U.S.-based role. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com.