Driver Improvement Associate

State of Delaware•Dover, DE

About The Position

The Division of Motor Vehicles (DMV) is dedicated to providing excellent transportation services, ensuring the safety of Delaware residents by verifying licensed drivers and vehicle compliance, and maintaining an efficient toll network. The Driver Improvement Associate plays a crucial role within this division, handling essential functions related to driver licensing and improvement. This position involves interviewing individuals whose licenses are subject to suspension, revocation, or reinstatement, investigating violator backgrounds, and managing driving records. The associate determines appropriate actions such as suspension, re-examination, restriction, or reinstatement of licenses, and refers individuals to special programs as needed, all in accordance with Motor Vehicle laws, rules, and regulations. Additionally, the role includes conducting special interviews based on requests from external parties, reviewing medical findings, determining the need for further testing, and explaining test results and recommendations for adaptive equipment to drivers. The position also requires preparing detailed reports of investigations, interviews, and hearings, and testifying in court. Processing various transactions, including license suspensions and revocations, accessing driving records, assessing fines, and identifying outstanding issues with credentials from other jurisdictions, are key responsibilities. The associate must deliver excellent customer service, handle sensitive information, identify and recommend exceptions to standard procedures, accurately manage and account for all collected monies, and interpret and explain complex federal, state, and division laws, rules, and regulations to a diverse range of stakeholders. The role requires simultaneous use of multiple information systems to analyze data, determine eligibility, and complete transactions efficiently, while also resolving discrepancies and rendering decisions. Answering customer questions and completing non-DMV related transactions, such as warrant resolutions, are also part of the duties.

Requirements

Six months experience in driver licensing and driver improvement.
Six months experience in interpreting motor vehicle laws, rules, regulations, standards, policies and procedures.
Six months experience in interviewing which includes using structured or unstructured interview techniques to obtain facts, explore issues and identify courses of action.
Six months experience in using an automated information system to enter, update, modify, delete, retrieve/inquire and report on data.
Six months experience in narrative report writing.
Knowledge of quasi-judicial proceedings.
Possession of a valid Driver's License (not suspended, revoked or cancelled, or disqualified from driving).

Responsibilities

Interviews individuals whose license is to be suspended, revoked or reinstated to gather information concerning behavior relative to the use of alcohol and/or drugs.
Investigates the background of violators.
Informs individual of entries on driving record; resolves discrepancies on driving records; advises individuals of consequences of violations.
Determines course(s) of action to take on an individual's license such as suspend, re-examine, restrict license, reinstate license, refer to special programs based on information collected from the interview or investigation and the Motor Vehicle laws, rules and regulations and takes necessary action.
Conducts special interviews based on requests from family members, physicians or law enforcement officials to determine person's capabilities to operate a motor vehicle; reviews physician's findings; determines whether further testing is necessary; explains to driver why they failed test; makes recommendations for special equipment to aid driver.
Prepares reports of investigations, interviews and/or hearings to document facts and circumstances of the case, action taken and reasons.
Testifies in court regarding case decisions.
Processes a variety of transactions such as suspending, and/or revoking driver, identity, and motor vehicle credentials; accessing driving records; assessing fines and penalties; and reviewing customer history to identify outstanding warrants, suspensions, revocations, and/or disqualifications to driver 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 customer’s identity.
Accurately computes, handles, and accounts for all DMV monies collected and disbursed for transactions including, but not exclusively driver improvement fees and penalties and driving records.
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.
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 warrant resolutions and court transactions.
Prepares a variety of records and reports.