JOB TITLE: DRIVER LICENSE DISTRICT MANAGER

JOB CODE: 71042

SERIES NATURE OF WORK: The Driver License job series describes work in the issuance of driver’s licenses in the Pennsylvania Department of Transportation.

DEFINITION: This is managerial work in the administration of the driver licensing program for a district in the Department of Transportation.

An employee in this job directs Driver License Center Supervisors in the administration of the driver licensing program in a district. A district is comprised of several driver license centers within a geographical area. Work includes ensuring all driver license processes are operating effectively and consistently in accordance with federal, state, and departmental regulations, policies, procedures, and laws. An employee makes decisions on a range of problems requiring the interpretation of federal, state, and departmental regulations and laws. Work involves identifying fraudulent documents and determining an individual’s identity by referencing Immigration and Naturalization Service laws, regulations, legal status, and other identity documents. Work involves reviewing work schedules, handling facility-related issues, and establishing and implementing goals and objectives to improve efficiency and effectiveness of the programs. Work also involves ensuring all subordinate supervisors are properly trained and utilizing customer service, service recovery, and employee development skills to ensure customers receive fair and equitable treatment in a timely and accurate manner. Supervision is exercised over Driver License Center Supervisors. Work is assigned in the form of general objectives and is reviewed by a Driver License Regional Manager or other higher-level manager for adherence to policy and procedures.

EXAMPLES OF WORK: (NOTE: The examples of work are representative of the work, but every position classified to this job may not perform all examples of work listed. Conversely, this is not an all-inclusive list of work examples.)

• Manages the driver licensing program for a district.

• Attends training and trains staff, contractors, and partners on identity verification, driver licensing laws, and regulations related to fraud and on commercial and non-commercial driver licensing program enhancements, to upgrade and maintain required knowledge and skills.

• Resolves difficult situations regarding identification fraud and verification of non-US citizens; examines, researches, and investigates provided identity and residency documents to determine legal presence and authenticity.

• Resolves driver license center facility and customer issues in conjunction with driver license facilities management.

• Monitors subordinates to ensure third party contractor audits are performed for contract compliance.

• Performs audits of subordinate supervisors to ensure compliance with laws and regulations.

• Reviews audits of driver license center staff and addresses deficiencies.

• Performs audits of photo license consumables to ensure accuracy and accountability.

• Creates, reviews, and analyzes a variety of reports, such as district recap, equipment, wait time, customer service audits, override, and production to evaluate program effectiveness and efficiency.

• Recommends program enhancements and revisions to policies and procedures to the Regional Manager, Statewide Operations Manager, and Driver License Division Chief.

• Operates a motor vehicle during the administration of an on-road driver test.

• Performs the full range of supervisory duties.

• Employees in this job may participate in the performance of subordinates’ work consistent with operational or organizational requirements.

• Performs related work as required.

ENTRY LEVEL KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge of the laws and regulations governing the operation of a motor vehicle.

• Knowledge of the principles and practices of management in a customer service environment.

• Knowledge of the principles and practices of supervision.

• Knowledge of the principles and practices of effective customer service.

• Knowledge of the use and functionality of Microsoft Office Suite software.

• Ability to read, comprehend, and interpret written materials.

• Ability to analyze and interpret legislative changes and the impact on driver license operations.

• Ability to operate motor vehicles.

• Ability to follow oral and written instructions.

• Ability to establish and maintain effective working relationships.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

MINIMUM EXPERIENCE AND TRAINING: (NOTE: Based on the Entry Level Knowledges, Skills, and Abilities)

• Four years of experience obtaining, evaluating, and providing information to the public including one year of supervisory experience over customer service providers;

or

• An equivalent combination of experience and training which includes one year of supervisory experience over customer service providers.

SPECIAL REQUIREMENTS:

• All positions require an active Pennsylvania non-commercial Class C Driver’s License or equivalent and twenty-one years of age at the time of application.

• All positions require no suspensions or revocations of a driver’s license during the five year period immediately preceding employment.