This is operational and administrative management work planning, developing, implementing and directing a major statewide Motor Vehicle Services function such as driver improvement, inspections, uninsured motorist, operations, title and registration operations, or commercial drivers licensing (CDL) program. Class incumbents manage lower level staff directly or through subordinate supervisors.
Nature and Scope
This class reports to the Division Chiefs of Driver and Vehicle Services. Incumbents are responsible for administrative work planning, implementing, directing and evaluating programs for front line employees in driver and vehicle services such as medical, driver services help desk, uninsured motorist, motorcycle, driver improvement, IID, rider education program, public carrier, dealer services, data management, vehicle inspections, titling, facility and equipment maintenance, and the receipt of revenue. Incumbents resolve complaints and problems from the public and employees. A significant aspect of the work is demonstrating the ability to resolve sensitive issues, regarding public safety, identity, and personnel management. Incumbents make decisions and resolve complaints and problems ranging in difficulty from average to the most difficult and complex. In addition, incumbents oversee projects and support within the Division’s systems. This includes creating, testing, trouble shooting, implementing system enhancements, scheduling improvements, and roll-outs for all system changes.
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.
Monitors, evaluates, analyzes, plans and directs general Motor Vehicle operations to ensure accuracy and efficiency in all areas relating to licensing, titling, registration and inspections.
Participates in budget preparation by recommending personnel, equipment, new technology, maintenance, and supplies, etc.
Plans, assigns, reviews and evaluates the work of subordinates; interviews and recommends hiring; commends and disciplines subordinates.
Attends court hearings in all areas relating to Driver and Vehicle Services.
Interprets and enforces laws, rules, regulations, and procedures to staff and public; makes decisions in situations pertaining to inspection, registration, titling and licensing that are, and are not, covered by the Motor Vehicle laws or regulations.
Provides excellent customer service by diffusing escalations and resolving problems/complaints relating to all areas of driver and vehicle services. Conducts follow-up investigations and research in response to such complaints.
Ensures all DMV systems are functionally operational and troubleshoots as necessary to return to full functionality.
Identifies needs and prepares and submits appropriate forms.
Creates, coordinates, and conducts statewide employee trainings.
Provides or approves access to various applications and systems.
Manages, coordinates, and tests all new initiatives.
Performs and coordinates quality assurance testing prior to implementations.
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.
Reviews and analyzes various source documents such as birth certificates, passports, court documents, bills of sale, wills, and power of attorney required in the issuance of driver, identity, and motor vehicle credentials; ensures validity, and authenticity of documents for denial or override purposes.
Accesses various manuals, computerized and specialized systems simultaneously to review and analyze source documents to determine customer’s eligibility for services. Recommends new or changes to existing policies, procedures, operating practices, forms, and manuals.
Serves as the highest technical expert in the assigned area; provides interpretation of Motor Vehicle Services laws, rules, and regulations.
Reviews, evaluates, and analyzes existing, proposed, or newly enacted laws; provides advice on implementing new and revised laws, rules, regulations, policies, and procedures.
Develops and /or recommends the assigned program budget. May prepare grant applications.
Develops and revises program manuals. May draft and revise other manuals, tests, legislation, and procedures.
Communicates with legislators, law enforcement officials, state agencies, national organizations and the public to exchange information, interpret, and explain program laws, rules, regulations, policies and procedures, resolve problems, and to develop uniform standards.
Knowledge, Skills and Abilities
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 the principles, practices and techniques of management.
Knowledge of the organization, functions, programs, and responsibilities for DMV programs.
Knowledge of the principles and practices of budget preparation.
Skill in interpreting and enforcing new and existing DMV regulations, policies, and procedures.
Skill in recommending improvements to assigned operations such as new policies and procedures or system enhancements.
Skill in advising attorneys, court and law enforcement personnel, lien and insurance companies, automobile dealers, other state agencies, and other jurisdictions on specific state and federal requirements related to a variety of motor vehicle programs and testifying in court as an expert witness.
Skill in oral and written communications and interpersonal relations.
Skill in organizing, directing and coordinating people and functions.
Ability to objectively supervise lower level staff.
Ability to create and oversee the training and certification of lower level staff.
Ability to recommend, analyze and evaluate policies, procedures and operations and implement changes.
Ability to manage projects.
Ability to exercise objective judgment and draw sound conclusions based on evaluation of the facts of a situation.
JOB REQUIREMENTS for Motor Vehicle Program Manager Applicants must have education, training and/or experience demonstrating competence in each of the following areas:
Three years experience in overseeing motor vehicle operations such as vehicle inspections, titling, registration, driver licensing, or facility equipment maintenance.
Three years experience in interpreting motor vehicle laws, rules, regulations, standards, policies and procedures.
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 in a timely manner.
Three years experience in using an automated information system to enter, update, modify, delete, retrieve/inquire and report on data.
Two years experience in staff supervision which includes planning, assigning, reviewing, and evaluating the work of others.
One year experience in narrative report writing.
Possession of a valid Driver’s License (not suspended, revoked or cancelled, or disqualified from driving).