This is the third class in the DMV Customer Service Center Management Series. Positions in this class are responsible for planning and managing a variety of programs and services provided by a DMV Customer Service Center and are responsible for human resources management for staff, financial management, facilities management, operating safety and security of assets. This class is distinguished from a DMV Customer Service Operations Coordinator or Coordinator Senior by the primary responsibility for managing a DMV facility that delivers agency services to the public. This class is distinguished from the DMV Customer Service Center Manager Senior class by the latter’s responsibility for work of a greater magnitude and complexity, provision of special services and additional sites and the larger staff assigned to accomplish the work.

Complexity of Work: Performs work of considerable complexity involving the management of financial, physical and human resources functions and administration of a variety of general and specialized titling, licensing, regulatory, and taxation programs. Ensures accurate accounting, security and daily bank deposit of collected revenues; formulates and maintains the facility’s budget; reviews and interprets individual records, state laws, regulations, and procedures to resolve citizen complaints; and manages or serves on committees to improve services or implement new statutes. Directs the training and monitors the performance of contractual license agents; and assists in their selection. Visits and makes presentations to private businesses and community organizations, and transportation safety groups in order to provide information on motor vehicle laws and to support traffic safety activities. Coordinates with high schools and public agencies to provide DMV services and to support community services such as United Way, voter registration, health screenings, and organ donor programs. Cooperates with and assists the FBI and other agencies in investigations of odometer tampering scams and other fraudulent activities. Assures that branch personnel are trained to detect attempted fraud. Secures bids for contractual services, equipment, and supplies as needed to maintain the facility. Assists in site searches, planning, and supervising the construction of new facilities or renovation of existing ones. Responds to questions from the news media; and appears on radio and television shows upon request.

Supervision Given: Supervises technical staff and DMV Customer Service Operations Coordinators.

Supervision Received: Direction is received from a DMV District Manager, who provides guidance as to priorities and final human resources decisions.

Scope: Manages all programs and services provided to the public by the assigned DMV facility; also influences related processes at DMV District and Headquarters offices.

Impact of Actions: Affects the efficiency and effectiveness of services provided to the public by the customer service center. Decisions and actions affect the public image of the agency and legality of completed work; affect the economics of DMV, other agencies, and private organizations; and affect the social, economic, and physical well-being of citizens within and outside the state.

Personal Contacts: Frequent contacts with other divisions in the agency and public and private sources outside the agency by telephone, in writing, or in person to answer questions, obtain information, resolve errors, prevent fraudulent transactions, inform the public through the media, and to cooperate with the endeavors of civic groups. Interviews individuals of varied backgrounds; advises them of appropriate actions to take and/or explains agency decisions and policies.

Knowledge: Working knowledge of the Motor Vehicle Code, and agency and state administrative policies related to budgetary control, facilities management, contractual agreements, principles and practices of effective supervision and human resources management. Working knowledge of organization management and operating practices and information systems and personal computer concepts.

Skill: Skill in operation and use of a personal computer.

Abilities: Demonstrated ability to communicate effectively in speech and in writing; deal tactfully with the public; plan, organize, train and supervise the work of others; perform effectively in a public speaking role; accurately manage and account for revenues and expenditures; and to explain and apply complex material such as the Virginia Motor Vehicle Code, and rules, regulations, and procedures pertaining to DMV.

Licenses or Certification: Possession of a valid driver's license.

Education or Training: Graduation from an accredited college or university with course work in public administration; business administration or human resources management, a related degree or related equivalent experience.

Level and Type of Experience: Experience in managing a small public service or private business or in supervising others in providing sales or services to the general public.

An equivalent combination of training and experience indicating possession of the preceding knowledge and abilities may substitute for this education and experience.

This class was redefined in September 1994 as the result of a reorganization of DMV Branch Office functions. The class was redefined and re-graded as the result of a September 1997 DMV study of the Customer Service Center Management classes.

Last updated: 7/1/97