Serco Inc.

HERO Operator/Dispatcher PT

Recruiting Location
RL_TX58 - PPSS - El Paso
Work Location
US-TX-El Paso
Position Type
Security Clearance

Position Description

This position is a part time, dual role and will split working time between the duties of a HERO Dispatcher and HERO Operator, as needed.  The shift schedule, created by the Program Manager, will determine working hours for this position. 


HERO Dispatchers are responsible for the monitoring of the roadways including detecting, confirming, updating, and responding to scheduled and unscheduled traffic incidents in the geographical coverage area. HERO Dispatchers are also responsible for using radio, telephone, and e-mail to communicate with TxDOT personnel state wide, including maintenance and construction personnel, ITS software technicians, TxDOT management, Department of Public Safety, and Federal Highway Administration as appropriate, regarding incidents, traffic, road, maintenance and construction activity, and related weather conditions.


HERO Operators assist motorists and perform incident management services during assigned shifts and are responsible for providing clear and accurate information regarding incidents and the response required using standard protocol to communicate with TMC Operators, law enforcement, ambulance, fire department, or towing services using radio, telephone, CAD, and e-mail.  Services include, but are not limited to clearing lane blocking traffic incidents and assisting other emergency and support response personnel as requested; establishing traffic control and scene protection using signs, battery operated flares, cones, flagging, flashing lights, etc. during major incidents; providing basic first aid services in accordance with standard and necessary practices until trained emergency responders arrive on the scene; and performing minor vehicles repairs where feasible if the repair can be completed within 15 minutes.


Candidates for this role must successfully complete the initial training program under the supervision of, and monitored by, the Training Supervisor and Program Manager. They must then continue to perform acceptably as they acquire additional knowledge and skills through “on-the-job” training.


Desired Knowledge, Skills and Abilities:


  • Ability to monitor video images for the detection and verification of crashes, debris, abandoned or disabled vehicles, and hazardous or non-hazardous spills.
  • Ability to use ITS software to log potential and confirmed incidents, construction and maintenance closures.
  • Ability to communicate via radio or telephone using standard protocol to the locations of road hazards and crashes, providing clear directions to the location and an accurate description of an incident as advised by citizens, public safety entities, or department personnel.
  • Ability to provide information or assistance to motorists, TxDOT personnel, or other agencies on traffic and road conditions; direct calls to appropriate personnel in traffic operations or take action as necessary.
  • Ability to use English language writing skills necessary to perform clear and concise record keeping, logging of required information, equipment checks, data gathering, and updating of manuals and contact lists that include all pertinent information without spelling or grammatical errors.
  • Ability to clearly communicate technical information in layman’s terms.
  • Be prepared to work additional hours or shifts in support of special events
  • Ability and willingness to work alternate work, shift schedules, and be on-call.
  • Be fluent in English with the ability to receive, give and understand written and oral instructions. Note: Fluent Spanish with the ability to receive, give, and understand written and oral instructions is a preferred additional skill.



  • Have at least six months customer support or equivalent experience
    within the last three years.
  • Must have a general working knowledge vehicle maintenance
  • Must pass a criminal history check and drug test

Requires a High School diploma and 0-1 year’s relevant experience

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. Military, numerous U.S. Federal Civilian Agencies, the Intelligence Community, the Government of Canada, State and Local Governments, and Commercial Clients. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco has approximately 6,000 employees with an annual revenue of $1 billion and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset, and our success directly relates to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco''s people share a passion for delivering ethical service, innovation, and a commitment to results. We trust our people to deliver. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).


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