Motor Vehicle Associate I (#MBCD01)
$26,809.00 Yearly Min / $35,949.00 Yearly Mid / $43,139.00 Yearly Max

Motor Vehicle Associate II (#MBCD02)
$30,623.00 Yearly Min / $40,890.00 Yearly Mid / $49,068.00 Yearly Max

Motor Vehicle Associate III (#MBCD03)
$32,731.00 Yearly Min / $43,609.00 Yearly Mid / $52,331.00 Yearly Max

Motor Vehicle Associate Supervisor (#MBCD04)
$39,682.00 Yearly Min / $49,602.00 Yearly Mid / $59,522.00 Yearly Max

This class series uses four levels of work in the Public Safety occupational group, Motor Vehicle Services occupational series. This class series describes work in support of the Division of Motor Vehicles in driver and vehicle services.  Motor Vehicle functional areas include frontline driver services, driver improvement, medical, driver services help desk, frontline vehicle services, uninsured motorist, motor carrier, dealer services, inspections, and data management.  Associate responsibilities and duties cover all tasks necessary to minimize identity and vehicle fraud and ensure Delaware drivers and vehicles operate safely on the roadways. All tasks are completed in accordance with driver, identity, and motor vehicle federal, state, and division laws, rules, regulations, policies, processes, and procedures.

Note: This career ladder series incorporates levels I, II, and III.  Based on the level of work applicable to the employing agency and functional area, positions can be allocated up to level III. Level I provides entry for hiring new employees into the class series but does not preclude hiring new employees at higher levels.  Employees may be promoted through the career ladder in accordance with job requirements and promotional standards. Promotional standards, a selection document under separate cover, sets forth the criteria that defines and describes the requirements that must be met at each level. Advancement of employees through the career ladder is dependent on the employee’s performance and the agency's/department's operational needs and distribution of work.   

The Motor Vehicle Associate Supervisor level, although not part of the career ladder, provides competitive opportunity for movement of employees.

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class.  Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.

• Processes a variety of transactions such as issuing, renewing, suspending, and/or revoking driver, identity, and motor vehicle credentials; accessing driving records; inspecting vehicles; assessing fines and penalties; and reviewing customer history to identify outstanding warrants and/or licenses/IDs issued by other jurisdictions.
   
• Delivers excellent customer service to internal and external customers by obtaining business, personal, and/or sensitive information in order to assist customers with all transactions necessary to resolve issues.
   
• Identifies situations outside of standard operating procedures and makes recommendations for exceptions in accordance with laws, rules, regulations, policies, processes, and procedures, while safeguarding customers.
   
• Accurately computes, handles, and accounts for all DMV monies collected and disbursed for transactions including, but not exclusively, driver license, ID cards, titles, registrations, insurance and driver improvement fees and penalties, Federal Unified Carrier fees, Federal Highway Vehicle Use Tax, International Fuel Tax Agreement (IFTA) and International Registration Plan (IRP). Ensures all fees and deposits are reconciled and deposited correctly.
   
• Interprets, applies, and explains driver, identity, and motor vehicle federal, state, and division laws, rules, regulations, policies, processes, procedures, programs, and eligibility to the public, attorneys, lien and insurance companies, court and law enforcement personnel, automobile dealers, government agencies, businesses, and other states’ jurisdictions. 
   
• Reviews and analyzes various source documents such as birth certificates, passports, court documents, bills of sale, wills, and powers of attorney required in the issuance of driver, identity, and motor vehicle credentials; ensures validity, completeness of documents, and authenticity.
   
• Accesses various manual, computerized, and specialized systems simultaneously to review and analyze source documents, determine customer’s eligibility for services, and complete transactions accurately and within any established service levels.
   
• Researches, evaluates, analyzes, and uses judgment to resolve discrepancies, identify exceptions, and render decisions.
   
• Answers customer questions and completes transactions for non-DMV services including voter and organ/tissue donor registration, warrant resolutions, red light violations, and E-Zpass transponders.
   
• May administer vision, written, oral, and/or road examinations to evaluate drivers’ knowledge and skills to safely operate motor vehicles.
   
• May inspect vehicle equipment such as lights, horns, windshield wipers, turn signals, brakes, emissions and exhaust systems for automobiles, buses, trucks, motorcycles, mobile homes and other vehicles; completes off-site inspections for verification or assignment of vehicle identification number.
   
• May operate manual and computerized vehicle testing equipment.
   
• Prepares a variety of records and reports.

Motor Vehicle Associate I

This level of work receives on-the-job training and performs the full range of essential functions in at least one motor vehicle functional area of driver or vehicle services.  Positions report to a Motor Vehicle Associate Supervisor.  

• Independently resolves less complex discrepancies, customer issues, complaints/problems and escalates more complex issues.
• Reviews, analyzes, and processes a variety of standard legal/source documents, ensuring documents contain required information, are acceptable for use, and are not fraudulent.
• Attends training to become certified to process transactions and administer testing in Driver Services and Vehicle Services such as CDL Knowledge and Skills Certification, Motorcycle Safety Certification (MSF), CJIS Certification, Emissions Testing Certification, and IRP Certification.

Motor Vehicle Associate II

This is the advanced level of work, independently performing the full range of essential functions in at least two motor vehicle functional areas of driver or vehicle services with minimal supervision.

• Independently resolves moderately complex discrepancies, customer issues, complaints/problems and escalates highly complex issues.
• Reviews, analyzes, and processes a variety of complex legal/source documents, ensuring that documents contain required information, are acceptable for use and are not fraudulent.
• Processes transactions and administers testing requiring specific certification such as CDL Knowledge, CDL Skills, MSF, CJIS, Emissions, or IRP.
• Periodically acts as lead Associate overseeing, guiding, training, and providing technical assistance to Motor Vehicle Associate I positions.

Motor Vehicle Associate III

This is the expert level of work, independently applying subject matter expertise in three motor vehicle functional areas of driver or vehicle services.  At this level, employees are interchangeable between their assigned sections based on operational need. 

• Uses analytical skills and sound judgment to perform system overrides and allow processing actions. 
• Intercedes on behalf of lower level Associates to resolve the most complex complaints/problems.
• Acts as lead Associate overseeing, guiding, training, and providing technical assistance to Motor Vehicle Associate I and II positions. 
• Identifies process gaps and opportunities, and makes recommendations for enhancements, efficiencies, or revisions to policies and procedures.
• Provides system support for specialized systems.
• Coordinates system development, testing, implementation/installation to evaluate systems’ effectiveness and efficiency, maintain and ensure integrity of data, troubleshoot, and correct errors.
• Assists with creating manuals and training staff to use specialized equipment. 
• Supports Motor Vehicle Associate Supervisor by completing complex tasks such as coverage for breaks, monitoring workflow, and reviewing work of lower level Associates.

Motor Vehicle Associate Supervisor

This is the supervisory level responsible for the completion and oversight of work performed in vehicle and/or driver services.  At this level, positions report to an administrative supervisor.

• Supervises technical, administrative support and/or seasonal employees. Supervision is exercised over two or more merit full time positions per the Merit Rules. The elements of supervision include planning, assigning, reviewing and evaluating performance, training and recommending hire, termination and discipline.
• Ensures Associates’ mandatory certification requirements are met.
• May authorize complex record management actions such as deleting title histories, deleting suspensions, correcting mileage histories and related changes to records.
• May approve/disapprove applicants for vehicle dealerships, monitor dealerships for compliance, notify dealerships of law violations/warnings, and recommend disciplinary action for dealer non-compliance.
• Compiles background history on vehicles, driver’s licenses, uninsured motorists, or dealerships as well as other motor vehicle areas and testifies in court.
• Ensures uniform and efficient motor vehicle testing/inspection or driver licensing operations.
• Recommends new or changes to existing policies, procedures, operating practices, forms and manuals.
• Communicates with attorneys, automobile dealerships, trucking companies, court and law enforcement personnel, other state motor vehicle agencies and the public to explain motor vehicle testing/inspection or driver licensing laws, rules, regulations, policies and procedures and resolves complex problems/complaints.

The intent of the listed knowledge, skills and abilities is to give a general indication of the core requirements for all positions in the class series; therefore, the KSA’s listed are not exhaustive or necessarily inclusive of the requirements of every position in the class.

• Knowledge of workplace/office practices and procedures.
• Knowledge of driver, identity, and motor vehicle federal, state, and division laws, rules, regulations, policies, processes, procedures, and programs pertaining to the primary motor vehicle functional area.
• Knowledge of completing, analyzing, and processing forms and legal documents to ensure validity, authenticity, accuracy, completeness and eligibility.
• Knowledge of operating and/or maintaining a variety of equipment specific to assigned motor vehicle functional area.
• Knowledge of detecting improper or unsafe motor vehicle conditions, and fraudulent or altered documents.
• Knowledge of vehicle components including their location and function.
• Knowledge of vehicle inspections including emissions, evaporative system pressure testing and anti-tampering inspections.
• Skill in mathematical computations.
• Skill in utilizing computer software and various automated information systems to input, track, research and retrieve data and to process transactions.   
• Skill in applying, interpreting, and explaining laws, rules, regulations, policies, processes, procedures, and programs.
• Skill in providing customer service which includes providing prompt, accurate and courteous service and responding to complaints.
• Ability to observe and evaluate driver license applicant's driving performance according to established rules and standards.
• Ability to interact positively and appropriately with diverse groups of people.
• Ability to communicate effectively through written, phone, electronic, or face-to-face interactions.
• Ability to deal with the public in potentially stressful situations.
• Ability to work in a team environment to accomplish common goals.
• Ability to use analysis and judgment to draw logical conclusions and make sound decisions.
• Ability to use established set of guidelines, rules, procedures or regulations in order to evaluate or determine eligibility for services in the assigned motor vehicle functional area.
• Ability to prepare reports, document facts and maintain records.

In addition to the above Knowledge, Skills, and Abilities, the Motor Vehicle Associate II requires

• Skill in operating and/or maintaining a variety of equipment specific to assigned motor vehicle functional areas.
• Skill in applying, interpreting and explaining driver, identity and motor vehicle federal, state and division laws, rules, regulations, policies, processes, procedures, and programs pertaining to at least two motor vehicle functional areas.
• Skill in analyzing various documents/forms for validity, authenticity, accuracy, eligibility and completeness specific to assigned motor vehicle functional areas.
• Skill in detecting improper or unsafe motor vehicle conditions and fraudulent or altered documents.
• Skill in resolving moderately complex discrepancies, customer issues, complaints and problems.
• Skill in identifying vehicle components including their location and function.
• Skill in completing vehicle inspections including emissions, evaporative system pressure testing and anti-tampering inspections.
• Ability to oversee the work of lower level staff.

In addition to the above Knowledge, Skills, and Abilities, the Motor Vehicle Associate III requires

• Knowledge of the methods and techniques of systems testing and troubleshooting.
• Skill in applying, interpreting and explaining driver, identity and motor vehicle federal, state and division laws, rules, regulations, policies, processes, procedures, and programs pertaining to at least three motor vehicle functional areas.
• Skill in resolving the most complex discrepancies, customer issues, complaints and problems.
• Ability to provide technical guidance and training to lower level staff.
• Ability to use analysis and judgment to identify problems and recommend/develop solutions including completing system overrides. 
• Ability to prioritize a wide range of tasks with competing deadlines and importance.

In addition to the above Knowledge, Skills, and Abilities, the Motor Vehicle Associate Supervisor requires

• Knowledge of the principles and practices of supervision.
• Knowledge of State and Department human resources policies and procedures.
• Skill in advising attorneys, court and law enforcement personnel, lien and insurance companies, automobile dealers, other state agencies, and other states on specific state and federal requirements related to a variety of motor vehicle programs.
• Skill in recommending improvements to assigned operations such as new policies and procedures. 
• Skill in interpreting and enforcing new and existing DMV regulations, policies and procedures.
• Ability to oversee the training and certification of lower level staff.

JOB REQUIREMENTS for Motor Vehicle Associate Supervisor
Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

1. Three years experience in document processing which includes reviewing and evaluating records for completeness and conformity with laws, rules, regulations, standards, policies and procedures, resolve deficiencies, interpret information, and track and monitor activities.
2. Three years experience in customer service such as providing prompt, accurate, and courteous service to customers seeking information, answering requests as quickly as possible, ensuring customers are satisfied with service, and responding to complaints.
3. Two years experience in interpreting motor vehicle laws, rules, regulations, standards, policies and procedures.
4. Three years experience in using an automated information system to enter, update, modify, delete, retrieve/inquire and report on data.
5. Two years experience in operating equipment used in driver or vehicle services such as motor vehicle document scanners, motor vehicle authenticators, motor vehicle credential printers, brake machines and/or vehicle emissions testing equipment.
6. Six months experience in staff supervision which includes planning, assigning, reviewing, and evaluating the work of other.
7. Possession of a valid Driver's License (not suspended, revoked or cancelled, or disqualified from driving).