Highway Emergency Response Operators (HEROS)

The Highway Emergency Response Operators (HEROs) are the key component of the Georgia Department of Transportation's Incident Management program. As the GDOT strives to reduce congestion on the highways, HEROs will respond quickly to incidents and clear the roads so that the normal traffic flow can be restored.

Funding for the HERO program has been provided by Congestion Mitigation/ Air Quality (CM / AQ) Fund under the guidance of the Atlanta Regional Commission's (ARC) Incident Management Taskforce. The Taskforce members include the Federal Highway Administration (FHWA), Georgia DOT, traffic reporters, emergency and first-response agencies and the private sector.

HERO Goals

• To minimize major disruption of freeway traffic flow at incident locations.
• To focus on the factors that cause disruption in the flow of traffic and remove those factors.
• To relieve congestion and maintain the consistent flow of traffic at incident locations
• To reduce response time to traffic-related incidents

HERO Duties

• Patrol the Atlanta-area freeways, Monday through Friday, from 5:30 a.m. to 9:30 p.m.
• Patrol same freeways on Saturday and Sunday from 9:30 am to 9:30 pm
• Be on call to respond to incidents outside of the above hours.
• Initiate measures to reduce traffic congestion and delays
• Provide support to law enforcement, first-response and other emergency agencies
• Assist in clearing stalled vehicles from the travel lanes
• Help stranded motorists with minor mechanical problems including:
  
  • Change flat tires
  • Jump start weak batteries
  • Provide fuel, coolant, etc.
  • Provide road and travel information
  • Provide transportation to safer areas
  • Provide courtesy use of a telephone

Questions & Answers on HEROs

Is a HERO a law enforcement officer?
No. A HERO is not a law enforcement officer. However, they are able to assist law enforcement officers at the scene of an incident.

How will I know that this is a real GDOT employee?
HEROs wear an assigned uniform which readily identifies them as a Georgia DOT Incident Management Technicians. They will provide identification immediately upon request.

Can I give them a tip for helping me?
No, a HERO is a state employee and is paid by the Georgia Department of Transportation.

How will I get in touch with a HERO?
HEROs are ready to assist motorists involved in traffic-related incidents. You cannot contact a HERO directly. The Georgia DOT Transportation Management Center (TMC) dispatches HEROs to traffic-related incidents. Call 511  to reach the TMC. 

Will a HERO ever pass me while I'm stranded on the road?
The primary duty of the HERO is to relieve congestion on the roadway. If a HERO is already on his way to a major incident, he may pass a stranded motorist.

Can a HERO tow me to the nearest service station or exit?
No, the HERO program is not a wrecker service and does not tow vehicles. The push bumpers on the vehicles gently push a stalled vehicle to the shoulder. A HERO will then offer you the use of a cellular telephone to call a wrecker service.

Why did the Georgia DOT implement the HERO program?
The HERO program is an integral part of a comprehensive effort to safely and efficiently keep traffic moving. One minute of lane blockage results in four to seven minutes of delay to motorists. In 2007, the HEROs managed over 70,000 incidents and disabled motorist calls.

How can I send a "thank-you" letter to the HERO Unit?
Click here to send an e-mail to the HERO Unit.