air traffic controller

personnel assistant

personal trainer

facilitator

traffic manager

Serco

I was at a level where I engaged with all levels of management and you could not find a worse organization with poorer management. Most managers do not know what their workers are doing and therefore can not help with the never ending questions on how to perform your job. Also managers do not try to learn the job. When I first started all we did was check in the morning if the system worked and then played games for the first six months. They finally started getting work but you could be busy one month and then the next have nothing to do and hard to stay awake. The General Clerk II do the same job or more than General Clerk III but get paid $2.50 less. And they quit promoting people and only hire for General Clerk II. They also hired about 800 people for second shift and many of those people are not qualified. If a position opens they take substandard people from second shift who moved from first shift to second shift to get a promotion. Then these people get doctors notes stating that they have problems working those hours but knew they didn't want to work those hours when they took that position. The reason I did not take a managers position on second shift is because I was honest with myself and knew I could not work those hours. If I would have known that all I needed to go back to first shift was a doctors note I would have taken the position. The majority of deputy directors that work there are incompetent and have no idea about how to perform the work that is done there. The place really seems like Social Service. Many of the people are not qualified to work there and they are so desperate they hire anyone that can sit in a chair for 40 hours. Serco just wants warm bodies in the seats so they can justify their contract amount. The place is definitely not about production or saving money. I have literally dealt with employees that pooped their pants and reek of shi#t. Everyone that works there cant stand their job but only stay for the pay and benefits. When I first started working there my hours were 8 to 4:30 then they switched it to 7 to 3:30 then to 6 to 2:30. Many moms that had kids could not find a daycare that opened before six and therefore had to quit because Serco would not work with these people. And only provided a weeks notice before they were required to work second shift. They don't care about changing the hours and adopted the policy that if a employee had a conflict with working hours tough sh#t. Horrible place to work and many times cried about working there cause it was so depressing and time did not move.

If you value customer service and treating individuals with respect as a CSA should, this is not a company that appreciates those values aside from posters on the breakroom walls.  
As a new employee you are thrown to the wolves and if you expect support from coworkers or staff, you'll be greatly disappointed.  They do not acknowledge any good you do, or the level of expectation and stress they put you through, especially during Covid; quite frankly, not even to the individuals walking through the doors for services.  

The amount of unacceptable behaviours I witnessed from staff while training and starting on the counter was astounding!  The lack of valid support from management, or working with new staff to learn the job was dismal.  
The amount they invest in new employees only to send them out the door because it is near impossible to complete your probationary period of 500+ hours when working 3-4 hour shifts (giving zero job security), let alone reducing any anxieties that you're exceeding the daily error allowance by actually educating that employee as to what the errors are and how to correct them, just goes to show how expensive their revolving door is.  
I, myself, did not work as a drive examiner but am saddened to have witnessed the sheer horror and abuse they are subjected to, not only by the company's ridiculous policies to "prevent covid" (laughable), but from customers themselves due to trying to enforce company policy.  Policy is not developed by feedback from frontline workers, it is often a flaccid response to entitled and disgruntled customer complaints.  
  
Personally I enjoyed the job for the very basic of what it was, and that barely a day went by where a customer didn't compliment me for not being the usual diagruntled employee passing on the misery to someone who's just there because they have to be.  If you can leave the job at the office and disregard poor attitudes from fellow employees and work independently, you may possibly succeed.  To be honest, in the end it was a huge relief to leave and not spend the drive home crying from the stress, but smiling to be free.

However...
Best of luck, future Serco DriveTest employee, may you go forth and grab that mediocre paycheque, suffer minimal abuse as long as you can until your probation is complete when you will get minimal backup from a union that may or may not respond to your inquiries and concerns.  

I accepted a job with Serco's Alumni Career Alumni Program at Fort Carson, Colorado Springs as a counselor, in 2011, wanting to make a difference in the lives of the Army's transitioning soldiers. And although I knew beforehand that the starting salary as a master degreed counselor was abysmal, I put the work with the soldiers ahead of the financial consideration. What surprised me the most was that despite Serco having the contract with the Army for over 20 years, the work environment and the managers ineptness was worse than the pay. The facility served over 100 soldiers a day in an area that was woefully inadequate and lacked privacy for the business of "counseling." There were not enough computers for the number of soldiers served as well as being outdated and frequently off-line. This resulted in the counselors being overworked in addition to being underpaid and undervalued by the manager (CIM). The manager treated the counselors as hired help with GEDs rather than professional and highly skilled college educated individuals. The majority of the counselors dealt with the managers incompetence as a leader, by focusing their efforts on helping the soldiers rather than dealing with her pettiness and immaturity. Prior to my arrival, several counselors had resigned primarily because of the work conditions and the managers lack of knowledge and poor leadership. During my brief tenure, I and two other counselors left within months of each other. Either Serco's management is ignorant of the conditions that exist at the Fort Carson location or they simply don't care because they are more concerned with the millions of dollars they receive from the contract with the U.S. government. All they (Serco headquarters) need to do is to interview both previous ACAP employees and those that are still employed (for the time being) to find out that the soldiers are receiving less than professional service due to the lack of the manager's ability to manage effectively. My suggestion to any professional who really wants to help soldiers is to look elsewhere. It is not happening at Serco's Fort Carson ACAP.

There are a lot of people in key supervisory/management positions whom do not know what they're doing. It seems that certain job titles are given based solely on how well-liked you are and not how qualified you are. Management is a mess; enforcing rules and regulations on the employees who needs them is a joke because the problematic ones pretty much do what they want. The true hard workers are treated unfairly and always have to pick up the slack of the ones who basically get away with dodging work and talking all day - yet getting paid the same rate as the ones who actually work. Moral is completely down and there are no raises. Whatever pay rate they bring you in at, that is what you'll be stuck making for several years to come, regardless of the countless quarterly performance reviews they give you which are pointless with no incentives to boot. Several well-qualified great employees has left after a short time because the management structure is so bad and the pay is not worth it. This is a government contractor company so job security is an issue as well. There are people who has been at this particular work site for 15-20 years with nothing to show for it in terms of a retirement package/pensions/benefits because of the different contractors that come in every few years or so - hence the mouse on a wheel. In retrospect, this is a job that's good if you want to make an OK living temporarily, but if you're looking for a long-term career, this is not a good fit. 

The most undesirable part about being a Quality Assurance Specialist for this company is that the Warehouse Specialist, who's quality of work you're reviewing, makes more money than you! You have the power to pass or fail whatever they submit to you, and they have to present their work in a fashion that is satisfactory to you, but their pay rate is way higher than yours??!! That made absolutely no sense to me and pretty much everyone who works there. Granted, this is an HR issue which brings me to my overall point - there are people in management positions who do not have the skills, qualifications, or education to do their job.

This job is mandated by CMS.  My job was General Verification Clerk II. Process consumer info for approval of health care coverage for The Affordable Health Care Act.   Typical day consisted of logging in to your computer, setup, then data entry of personal consumer information. Depending on who or what kind of supervisor you had plus work scheduled determined the mood for the work day.  In the year I was  employed at SERCO I had 6 separate supervisors,3 were very fair and easy  to work for, 1 was middle of the road and 2 should never of been given the task of overseeing 15-20 people. Scare tactics never accomplish positive results.  Another downfall was you were only expected to take a bathroom break on your two 15 minute breaks and  your 30 minute lunch break. If you were up away from your station for  bathroom break other than set times then that time  you were away was counted against you for production.
Site wide /upper management did their jobs but were out of touch what really took place and what needed to be done.
 Workplace culture was diversified in more ways than, some of it could actually be considered culture shock. 
 The hardest part of the job was doing what was expected to the letter and then  being told it wasn't good enough.The  proverbial bar was set high, you'd meet the goals that had been set then the bar would be raised to unattainable goals. After a point, quality just goes out the window, quality doesn't matter as long as you got the production numbers; it turned in to a numbers achieved  competition  instead of what the job actually was which was to  help the consumer obtain affordable health care. The sad part is this applied nationwide at 4 different sites. Somewhere along the way the mission statement went out the window.The job itself was not a terrible job, it's just the way  it was  implemented, it all discombobulated.  Serco stands for  Serious Everyday Rapid Changes Often. 
 The  most enjoyable part of the job was making new friends and going home. I did  gain a lot of insight and knowledge into the ACA. It's a stressful  job with not much wiggle room but  the flip side of the coin is the benefits were great.

The job satisfaction I receive on a daily basis comes solely from assisting our service members. The hardest part of the job is trusting the leadership at all levels. With the SFL-TAP contract being serviced by two companies, one blames the other for all of the shortcomings. 

Personnel and salary cuts and increased requirements  have crippled the program. A five manned Financial Counselor team was reduced to one man who was expected to perform the duties of the original team.  Management at all levels have been made aware of the possible degradation of the integrity of the program. Their response was to increase the workload. "Take it or leave it" pretty much.

In this job, we are required to travel, work weekends and holidays, but it takes an act of congress for the travel request/voucher approval process. 

 It is frustrating trying to understand the logic of the stringent educational requirements, (Masters Level) versus the Salary. ($32,000 Ann Salary is laughable)

The personnel turnover rate is un-heard of. It is mainly do to the lack of trust in the leadership and the perception of further cuts in the budgets. In a matter of 20 months that I have been employed, I count 16 employees who have resigned or simply walked off the job. Employees are afraid they may be told their jobs are secure but receive a notice of termination a week later as it has happened in the past.

As a former military service member of over 20 years I know that being a productive member of a team is integral to mission accomplishment. Although my fellow counselors do make every effort to assist one another and make mission, those efforts are quickly overshadowed by the perception that the company just does not care.

I write this review so emphatically because I have discussed these issues with members of management and government representatives to no avail.

Assisting Veterans and transition Service Members and families with initial assessment. Fielding incoming calls and email correspondence. Scheduling and rescheduling coaching appointments. Conducting outreach to Military Service Members and Veterans to explain the program offerings. Providing information about Veteran benefits and entitlements. Performing investigations to determine Veteran’s eligibility. Educating Military Service Members and Veterans on the coaching opportunities available to them. Conducting surveys and follow up on cases as needed and directed. Inputting appointment information and tracking calls for each client. Knowledge and use of Case Management System (CMS). Knowledge and use of Easy Vista and Virtual Collaborative Tools. Completing case notes with accuracy on CMS on daily bases. Assisting as directed in the weekly program evaluation data gathering and reporting. Familiar with job search tools such as USA Jobs and Federal Employment process. Knowledge and Understanding of Military culture and Veteran preference rules. Understand deployment and lifecycle for National Guards and Reservists. Working knowledge of USERRA. Conduct individual counseling on job search process; including but not limited to networking, interviewing, writing effective resumes and cover letters, negotiating salary and benefit packages. Assisting Veterans and transition Service Members with their skills and interest assessments. Translating military experience and skills into qualifications desired by Federal employers. Serving as counselor and advocate for Service Members and Veterans by providing information about broad range of benefits. Assisting with applications for VA benefits and services. Entering appropriate data to generate accurate benefits, control pending issues or schedule future actions.

While the company regards itself as an EOE, having been working there now going on six years, my experience has been less than satisfactory.  I have not looked for other employment simply because when I started at this company full-time second shift, it was originally under SI International management which had much better working conditions and benefits for its employees, although, upper management could be a little distressing for employees.  Managers and supervisors were and still play the favoritism card and have made employees very irate with some of their policies and procedures changes or improvements as far as SERCIO is concerned, are quite unreasonable.  When SI International stepped down from managing the whole process we are expected to do, SERCO-NA took over, keeping the majority of supervisors and task managers...bad idea in my opinion. So the same feeling of doom stayed with employees, In my five years here, I have seen much injustice and many of our benefits stripped from the employees and ever increasing charges for our health and welfare benefits.  No real COL raises and if we did get them they went straight to our benefits package.  Not to mention the problem with work stations, chairs to sit in and just the general demeanor of the place.

I have a very strong work ethic and have been in the work force for over 25 years and this is the first employer that has caused me to become ill, physically and mentally.  I am in much better health now because I have taken this bull by the horns and have chosen not to let this situation upset me and now I wish to find a better job in regards to work environment, pay and benefits.

Affordable Care Act -Application and Documentation Processing -Inbound-Outbound callnig. 1st year working on a contract that was very new in the U.S. Learning process. Works very well now. It is not easy to learn but you will learn and be trained in areas that will carry over to so many other careers if you so desire. GCIII status after 2 1/2 years. High level complex issue processing- took escalated inbound calls from both CMS help desk and the consumer directly. Very rewarding. Recently under new management with a very well trusted and organized Deputy Site Manager. Best move Serco has made. Very good pay and benefits for the area. My spouse was transferred to Texas or I would still be there.  Miss the people and the working environment. My Supervisors, my co-workers, shift managers, will miss them all deeply. Felt like family to me.  Great opportunities there. Pays very well for the South and also gives $4 plus an hour to help pay for health insurance or 401k on top or regular and OT pay. After 5 years I had accumulated over 60k in my 401k. Highly recommend. If you have even basic computer skills, they will train you to do the rest. 3 shifts with overtime offered when the work calls for it. 2019 I opted to work OT for 5 months up to 30 hours OT a week . Not mandatory, but took full advantage. I would have cleared approx 44k this year on just the reg and OT. Health and Welfare dollars ( $4.23 an hour) was just an added benefit SERCO paid out.  Thank you all. I will miss you.

A typical day at work we sit at our cubicles reading quick reference guides or surfing the companies one and only available web page; our daily goal is to stay awake and stay seated.  This is because there is hardly any work to be done due to the fact, (I'm assuming), that they have over-hired.  The work trickles in every once in awhile.  When new tasks are developed by the company, they train a hand full of teams.  The training is very un-organized.  For example:  6 teams were trained for a special task that was recently developed. We would get trained in groups. By the time we all got trained for the special tasks, all the work was completed before the last 4 teams could even attempt to work the new task.  I do, however, understand that this is a new company and they are still trying to get there standard operating procedures in order.

Management could be better.  Most days if we ask a question, we are told to look for it in one of the many quick reference guides; we rarely are ever given an answer to our questions.  

Co-workers varied from young to old, little to big, black to white.  It was a very cultured place to work and I had no problems with the co-workers.

The hardest part of the job is dealing with changing guidelines for tasks and application processing.  The easiest part was getting paid to sit and do nothing some of the time.

Overall, in a few years this company might be decent to work for...but the drawback to working for this particular government facility is that it has only a 5 year contract with the government.  Who knows what will happen to your job at the end of that contract.

Top Job Titles	Average Salary
Air traffic controller 93 salaries reported	$37.62 per hour
Personnel assistant 27 salaries reported	$20.43 per hour
Personal trainer 176 salaries reported	$66,381 per year
Facilitator 44 salaries reported	$54,902 per year
Traffic manager 9 salaries reported	$44.82 per hour

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