Rural HELP Operator
Job Overview:
Mission Statement
The mission of the Rural Service Patrol is to minimize traffic congestion, promote the safe movement of people and products, and improve the travel environment. We work in partnership with emergency response agencies and other TDOT units as part of a highway incident management team. We are committed to performing all our duties in a professional manner.
Position Summary
Under the general supervision of a Rural Service Patrol Supervisor, the Rural HELP Operator provides roadside assistance, traffic incident response, and traffic management services along assigned interstate and state highway corridors. The Rural HELP Operator serves as a representative of the Rural Service Patrol by providing professional roadside assistance, traffic incident response, and exceptional customer service to the traveling public.
This position is responsible for promoting the safe and efficient movement of traffic by responding to disabled vehicles, traffic crashes, roadway hazards, and other incidents affecting the transportation system. Rural HELP Operators work in partnership with the Traffic Management Center (TMC), law enforcement, fire departments, emergency medical services (EMS), TDOT Maintenance, towing and recovery personnel, and other public safety partners to support safe, quick clearance of roadway incidents while protecting life, property, and the traveling public.
Operators are expected to demonstrate professionalism, sound judgment, integrity, and a strong commitment to safety while representing the Rural Service Patrol in all interactions with motorists, partner agencies, and fellow employees.
Essential Duties and Responsibilities
- Patrol assigned interstate and state highway corridors to identify and respond to incidents affecting the safe movement of traffic.
- Respond to disabled vehicles, traffic crashes, roadway hazards, debris, and other emergencies affecting the transportation system.
- Provide approved roadside assistance services, including:
- Battery jump starts
- Tire changes
- Fuel assistance
- Vehicle push-outs
- Minor roadside assistance as authorized by program policy.
- Establish and maintain temporary traffic control utilizing emergency lighting, traffic cones, arrow boards, signs, and other approved traffic control devices.
- Protect incident scenes to reduce the potential for secondary crashes and enhance responder safety.
- Support the State of Tennessee Quick Clearance Policy by assisting with the safe and efficient removal of roadway incidents.
- Maintain continuous communication with the Traffic Management Center (TMC), providing accurate and timely incident updates.
- Coordinate with law enforcement, fire departments, EMS, TDOT Maintenance, towing and recovery personnel, and other emergency response agencies during roadway incidents.
- Remove roadway debris and minor hazards when safe and authorized.
- Perform daily inspections of assigned vehicles and equipment to ensure operational readiness.
- Maintain assigned vehicles, equipment, and inventory in a clean, safe, and serviceable condition.
- Complete electronic reports, incident documentation, activity logs, and other required records accurately and within established timeframes.
- Operate Rural HELP vehicles and specialized equipment in accordance with program policies and safe operating procedures.
- Participate in required meetings, training programs, and continuing education.
- Maintain a professional appearance and conduct while representing the Rural Service Patrol.
- Perform other duties as assigned.
Competencies
- Safety Awareness
- Customer Service
- Communication
- Situational Awareness
- Problem Solving
- Decision Making
- Teamwork
- Accountability
- Integrity
- Professionalism
- Adaptability
- Initiative
- Time Management
- Stress Management
- Conflict Resolution
Knowledge
- Knowledge of Traffic Incident Management (TIM) principles.
- Knowledge of highway safety and traffic control procedures.
- Knowledge of emergency scene safety and roadway incident management.
- Knowledge of basic automotive systems and minor roadside assistance techniques.
- Knowledge of vehicle inspections and preventative maintenance.
- Knowledge of interstate and state highway systems.
- Knowledge of two-way radio communications, mobile data terminals, and electronic reporting systems.
- Knowledge of customer service principles and effective public interaction.
- Knowledge of applicable Rural Service Patrol policies, procedures, and safety standards.
Skills
- Safe operation of service patrol vehicles.
- Effective verbal and written communication.
- Active listening.
- Critical thinking and problem solving.
- Sound judgment during emergency situations.
- Traffic control and incident scene management.
- Basic vehicle troubleshooting.
- Customer service and conflict resolution.
- Electronic documentation and report writing.
- Radio communication.
- Time management and organization.
- Basic computer and tablet proficiency.
Abilities
- Ability to safely work in and around high-speed traffic.
- Ability to recognize hazards and assess changing roadway conditions.
- Ability to remain calm and make sound decisions under stressful conditions.
- Ability to communicate effectively with motorists, emergency responders, and partner agencies.
- Ability to work independently with minimal supervision.
- Ability to follow written and verbal instructions.
- Ability to maintain professionalism during all public interactions.
- Ability to lift, carry, push, and pull equipment weighing up to 75 pounds.
- Ability to push disabled vehicles when necessary.
- Ability to operate service patrol vehicles for extended periods.
- Ability to work outdoors in all weather conditions.
- Ability to work rotating shifts, weekends, holidays, overtime, and emergency call-outs as required.
Minimum Qualifications
- High school diploma or GED.
- Valid driver's license with an acceptable driving record.
- Ability to successfully pass a background investigation.
- Ability to successfully pass a pre-employment drug screening.
- Ability to obtain and maintain all certifications required by the Rural Service Patrol.
- Ability to successfully complete the Rural HELP Operator Training Program.
Preferred Qualifications
- Experience in roadside assistance, towing and recovery, transportation, emergency services, public safety, construction, military, or customer service.
- Traffic Incident Management (TIM) certification.
- CPR/AED and First Aid certification.
- Mechanical aptitude or automotive repair experience.
- Experience operating trucks or commercial vehicles.
Physical Requirements
- Frequently stand, walk, bend, kneel, crouch, climb, and reach.
- Lift and carry up to 75 pounds.
- Push disabled vehicles when necessary.
- Operate service patrol vehicles for extended periods.
- Work around moving traffic traveling at interstate speeds.
- Work in extreme heat, cold, rain, snow, and other adverse weather conditions.
- Wear required personal protective equipment (PPE) while performing assigned duties.
Working Conditions
The Rural HELP Operator works primarily outdoors on interstate and state highway systems in all weather conditions. The position routinely involves exposure to moving traffic, loud noise, hazardous roadway environments, emergency incidents, and physically demanding work. Operators must maintain constant situational awareness, exercise sound judgment, and prioritize the safety of themselves, fellow responders, and the traveling public while performing assigned duties.
Pay: $20.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- Do you have previous experience in Traffic Management?
- This role requires both weekend days. Are you available to meet this requirement?
Education:
- High school or equivalent (Preferred)
Experience:
- Mechanic: 2 years (Preferred)
- Driving: 3 years (Preferred)
Language:
License/Certification:
- Tennessee Driver's License (Required)
Work Location: On the road
