DMV CUSTOMER SERVICES GENERALIST SENIOR 73015

08/16/96 E

This is the advanced level and second class in the Vehicle Field Services Series. Positions in this class provide direct service delivery in a DMV Customer Service Center. While positions function as generalists, proficient at performing all customer services, the primary functions are: to conduct road testing for regular driver licensing as well as commercial driver licensing (CDL) and determine licensing and licensing restrictions; to train DMV employees and third party examiners under contract with DMV in testing and licensing policies, procedures and techniques; to audit the licensing practices of customer service centers, third party examiners and driving schools to ensure compliance with state and federal laws; and to provide training to customer service center staff as a result of the introduction of or changes in programs and services. Serves as a technical specialist regarding testing and licensing issues and in verifying the authenticity of questionable documents. All work is performed in a customer service oriented manner, in accordance with statutory and administrative procedural requirements such as the Motor Vehicle Code of Virginia, DMV rules and regulations, the Privacy Protection Act and the Freedom of Information Act.

Complexity of Work: Performs work of moderate difficulty. Positions administer road tests to applicants applying for regular and commercial driver licenses (CDL). Observes applicant for signs of mental or physical impairment, performs safety inspection of vehicles, administers and scores the appropriate tests in strict conformance to test procedures and interprets test results to applicant. Advises applicant as to the availability and proper use of specialized equipment for the handicapped when appropriate; makes the final decision on licensing and license restrictions. Meets with potential third party examiners, such as designated employees of motor carrier companies, to provide training in conducting and scoring the skills test and to explain the administrative requirements of the Commercial Drivers License Program. Audits, through on-site inspections, third party examiners and driving schools to ensure compliance with state and federal laws, contract requirements and DMV rules and regulations. Inspects records and facilities and evaluates testing procedures; recommends improvements based upon findings or prepares reports of non-compliance. Serves as a technical specialist and contact person for customers and DMV employees regarding testing and licensing issues. Develops and presents training related to licensing programs, the administration of licensing examinations, federal, state and DMV rules, regulations, policies and procedures and other DMV or non-DMV programs or services. Monitors the testing and licensing practices used by Customer Service Centers to ensure the validity and reliability of the tests are maintained. Verifies the authenticity of questionable documents and identifies individuals who may be attempting fraudulent or criminal activities; takes appropriate action or notifies management. Performs various on-line driver, dealer, motor carrier, vehicle registration and titling services in the Customer Service Center as indicated in the entry level class specification.

Supervision Given: Supervision is not a factor.

Supervision Received: Receives general direction from a DMV Branch Office Manager Senior or DMV Branch Office Manager. Independently approves or denies licenses as a result of road tests or places restrictions on driving privileges and approves or denies services requested by customers.

Scope: Decisions affect the operations of DMV Customer Service Centers, third party examiners and driving schools; individuals and businesses applying for licenses or other services and private businesses employing commercial drivers.

Impact of Actions: Significant costs in time, money, services and public/employee goodwill could be incurred by the agency. Decisions impact highway/public safety. Potential negative economic impact exists on individuals denied licensure, especially where an occupational dependency on licensure exists; and on third party examiners or driving schools suspended due to non-compliance.

Personal Contacts: Frequent internal and external contact with DMV customer service center personnel, third party examiners and driving schools for training and monitoring purposes; citizens to provide road tests; citizens, other state agencies and private businesses to explain state or federal laws, compliance requirements, etc.; and other departments within DMV to provide or obtain information.

Knowledge: Working knowledge of: test administration principles, adult education principles, the design and evaluation of training programs and instructional strategies; the Virginia Motor Vehicle Code; DMV customer service center operations and procedures; and computer concepts. Some knowledge of automotive components and federal regulations as they relate to commercial driver licensing.

Skills: Working skill in basic keyboarding and in the operation of a motor vehicle.

Abilities: Demonstrated ability to: communicate effectively orally and in writing; understand, interpret, explain and apply complex written material such as laws, rules, policies and procedures and to adapt to frequent statute, policy and procedural changes; analyze records, files and other documents to reach logical and legal conclusions; to develop and conduct training modules and train others in their work; perform road tests, meet the physical demands of commercial vehicle inspection and testing and identify and explain the purpose of a variety of automotive components; accurately perform arithmetical computations and balance and reconcile a cash drawer; communicate in an effective, tactful and courteous manner which projects concern for both the client's welfare and the public image of the agency; establish effective working relationships and work cooperatively with others in a team style; work under pressure during peak workload periods.

Licenses or Certification: Possession of a valid driver’s license and a driving record which reflects a sense of responsibility for highway safety and concern for the law. Successful completion of training in road testing procedures and techniques to include CDL testing. Successful completion of the Branch Office Training System (BOTS). Applicants must consent to a criminal background check.

Education or Training: Graduation from a college or university, or graduation from high school or an equivalent combination of training and experience indicating possession of the preceding knowledge and abilities may substitute for this education and experience.

Level and Type of Experience: Some experience working with motor vehicle laws and the policies and procedures concerning the testing and licensing of various types of drivers.

CLASS HISTORY

Establishment of this new class combines and replaces two former classes; the DMV Public Services Specialist Senior and the Driver Licensing Specialist, DMV.