MAP Emergency Response Dispatcher - New Orleans

Serco; Louisiana (MO); On-site; USD 45,000 - 65,000; Full time

Job summary

Serco Inc. seeks a DOTD Motorist Assistance Patrol (MAP) Emergency Response Unit Dispatcher in New Orleans to monitor road conditions, coordinate MAP units, and communicate with DOTD, law enforcement, and first responders.

You will operate ATMS iNet, verify incidents, dispatch resources, and ensure quick, safe road clearance. The role requires a high school diploma or GED, strong typing and CAD/CCTV/radio skills, and the ability to work 12-hour shifts in a 24/7 operation.

Qualifications

• High School Diploma or GED required or equivalent.
• Technical skills from prior communications experience or on-the-job training.
• Ability to communicate clearly 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.

Responsibilities

• Monitor roadway conditions and communicate with DOTD personnel, law enforcement, and first responders.
• Coordinate MAP units to ensure rapid and safe road clearance.
• Operate ATMS iNet software to monitor traffic devices and cameras.
• Dispatch MAP units via radio, phone, or landline following protocols.
• Track MAP vehicle locations and manage incident resources.
• Activate Amber Alerts and roadway advisories in coordination with DOTD and Louisiana State Police.
• Log and document incidents complying with DOTD and FCC regulations.

Skills

Customer support experience

Typing

CAD systems

CCTV

Radio equipment

General computer programs

Education

High School Diploma or GED

Tools

CAD systems

CCTV

Radio equipment

Computer programs

Job description

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.

Company Overview

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.

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.

Salary range

The range for this position can be found at the top of this 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 – 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

Benefits – Comprehensible benefits for full-time employees

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