Highway Safety Operator I-Austin, TX

Position Description & Qualifications

Position Summary

The HERO (Highway Emergency Response Operator) is responsible for promoting the safe and efficient movement of traffic by monitoring roadway conditions, responding to incidents, assisting stranded motorists, and coordinating with emergency responders. Operating from a designated Highway Safety vehicle, the HERO Operator patrols assigned roadways, identifies hazards, provides traffic incident management, and delivers roadside assistance services to motorists in need.

This position requires sound judgment, strong communication skills, the ability to remain calm under pressure, and a commitment to public safety. HERO Operators serve as essential personnel and are required to work various shifts, including nights, weekends, holidays, and during adverse weather conditions.

Essential Duties and Responsibilities

• Patrol assigned roadways in a Highway Safety vehicle to monitor traffic conditions and roadway safety.

• Identify and report vehicle crashes, disabled vehicles, abandoned vehicles, roadway debris, lane closures, traffic signal malfunctions, and other roadway hazards.

• Coordinate and communicate with operations staff regarding incidents, congestion, roadway conditions, and response activities.

• Provide roadside assistance to stranded motorists, including:

• Changing flat tires

• Providing battery jump starts

• Delivering limited emergency fuel

• Removing roadway debris

• Assisting disabled vehicles from travel lanes when appropriate

• Respond to traffic incidents and provide on-scene traffic control.

• Establish and maintain safe work zones around incidents.

• Work closely with law enforcement, fire departments, emergency medical services, towing providers, and other first responders.

• Provide limited first aid assistance when required.

• Support Traffic Incident Management (TIM) activities to minimize traffic disruptions and improve roadway safety.

• Complete incident reports, vehicle inspections, and required documentation accurately and timely.

• Maintain accountability for assigned HERO vehicles, equipment, and work activities.

• Follow all applicable federal, state, local, and company safety regulations, policies, and procedures.

• Represent the organization professionally while interacting with motorists, public officials, and partner agencies.

Required Qualifications

• High School Diploma or GED.
• Valid Texas Driver License.
• Ability to successfully pass a criminal background investigation and drug screening.
• Ability to obtain and maintain HERO Operator certification through completion of all required training programs.
• Ability to work independently and make sound decisions in dynamic environments.
• Strong verbal communication and customer service skills.
• Ability to remain calm and effectively prioritize tasks during stressful or emergency situations.
• Dependable transportation to and from work.
• Ability to work rotating schedules, including:
• Day shifts
• Night shifts
• Weekends
• Holidays
• Extended shifts ranging from 8-12 hours

Preferred Qualifications

• Previous experience in roadside assistance, highway operations, transportation services, public safety, traffic management, towing, emergency response, or customer service environments.
• First Aid and CPR certification.
• Traffic Incident Management (TIM) training.
• Basic Spanish speaking and writing skills.
• Experience working alongside law enforcement, fire departments, EMS, or other emergency response agencies.
• Knowledge of basic vehicle maintenance and inspections.

Physical Requirements

• Ability to walk unassisted for a minimum of 300 yards.
• Ability to access the underside of vehicles while providing roadside assistance.
• Ability to lift, carry, push, and pull up to 50 pounds.
• Ability to stand, bend, crouch, kneel, and work in physically demanding environments.
• Ability to work outdoors for extended periods in varying weather conditions, including extreme heat, cold, rain, wind, and other adverse conditions.
• 1-year DOT medical exam is required.

Driving Requirements

To be eligible for this position, candidates must:

• Maintain a valid Texas Driver License.

• Have no major traffic offenses within the last 24 months, including:

• Reckless Driving

• Driving Under the Influence (DUI)

• Driving While Intoxicated (DWI)

• Failure to Perform Duties of a Driver

• Criminal Driving While Suspended or Revoked

• Fleeing or Attempting to Elude a Police Officer

• Have no felony revocation of driving privileges or felony/misdemeanor driver''s license suspension within the last 24 months.

• Have no careless driving convictions within the last 12 months.

• Have no more than one moving traffic violation within the last 12 months.

• Have no more than two moving traffic violations within the last three years.

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.

To review Serco benefits please visit: https://careers.serco-na.com/us/en/what-we-offer. 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 identity 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.

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

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. Please submit applications exclusively through Serco's external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com.