MAP Emergency Response Dispatcher

Position Description & Qualifications 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) in New Orleans. 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 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. Pay Transparency 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. Benefits – Comprehensible benefits for full‑time employees (part‑time employees receive a limited 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 that can be purchased, 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. #J-18808-Ljbffr