|
Commonwealth of Pennsylvania |
|
|
POSITION DESCRIPTION FOR JOB POSTING |
|
|
Position Number: 00189405 |
Description Activated On: 11/3/2025 2:41:44 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. The primary purpose of this position is to provide a wide range of correspondence, discrepancy research, correction and information services to a variety of external customers, partners and contractors, and internally to all levels of the Department of Transportation, in order to ensure the accuracy of vehicle records and meet the needs and customer service expectations of those who contact the unit. |
|
Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. The employee in this position will perform the following duties: • Research--Independently research inquiries from internal and external customers utilizing the PA Vehicle Code, CARATS system records, PennDOT policies, procedures, personal interviews, statements, and other documentation to determine the accuracy of vehicle title and registration records, and person with disability parking placard records, make decisions related to such records and any products issued, perform record maintenance, and provide information to customers, partners, and other PennDOT work units. • Data Entry—Research and make independent decisions in order to update, correct and create vehicle records on PennDOT's CARATS system utilizing forms, records, statements, documentation, and research results. • Notepads--Receive electronic messages, priority messages, and priority phone calls through the Customer Call Center, then perform all necessary research, communication with customers, and motor vehicle transaction processing to resolve discrepancies and answer customer questions. When necessary, forward notepad information to other PennDOT work units for additional action or resolution. Maintain Files related to notepads. • Priority Work--Independently review, process, and reject various types of high priority work, including motor vehicle work received from other PennDOT work units, and PennDOT leadership offices, including work submitted through legislators and the Problem Resolution Unit, as well as executives from the BMV Director to the Governor’s Office. Executive correspondence must be independently researched, written, and submitted for the approval and signature of the BMV Director, Deputy Secretary of Driver and Vehicle Services, or the Secretary of Transportation. Other priority correspondence requests are received from the counter service area and must be researched, written and returned to the counter for the waiting customer. Additional priority letter requests are received from the Customer Call Center for customers with a variety of time sensitive motor vehicle issues. The employee also has the responsibility of recalling Pennsylvania titles issued in error or with incorrect information. The recall process involves identifying the title error, placing an administrative “hold” (B stop) on the CARATS title record, issuing a title recall letter to the owner and/or lienholder, and finally making the necessary corrections to the CARATS record and issuing a corrected title. • Special Handling Work--Independently review, process, and reject various types of special handling work from other PennDOT work units, business partners, the Customer Call Center, and law enforcement and judicial personnel. Range of work includes letters to customers to resolve citations and vehicle impoundments, and research and processing related to duplicate VIN records, secure powers of attorney, unclaimed/returned mail, applications to renew and/or transfer registration plates that are dead tags or tags no longer found in the CARATS data base, and requests for proof of ownership for stolen or recovered vehicles. • Phone Work--Take calls from the public, lienholders, partners, and internal customers, and respond to their inquiries regarding general correspondence, vehicle titling and registration records, ELT Program requirements, or person with disability placard records. Customers are also routinely called in response to letters and notepads they send to PennDOT, or at the request of other work units on a wide range of motor vehicle-related subjects • Correspondence--Independently research, write and issue letters to a wide range of customers, providing information related to PA Vehicle Code requirements, PennDOT programs, and vehicle titling and registration requirements. Correspondence includes a mix of original letters, restricted form letters, and modified form letters. Employee will create new form letters and modify existing form letters as needed. Customer responses to correspondence can result in transaction processing on vehicle records, follow up correspondence, or possible referral to other PennDOT work units or other Commonwealth agencies for further action. • Proofreading and Mailing--Employee must accurately proofread all letters envelopes and labels, and fold, stuff and file copies of all correspondence. Employee must ensure that all completed letters are processed efficiently and accurately and delivered in a timely manner to the mail handling area. •Form Letters—Utilize form letters when needed in any phase of work duties to communicate with customers regarding motor vehicle or placard applications or requests for information. • Work Logs--Maintain accurate work logs, spreadsheets and reports to ensure timely and accurate response to customers and PennDOT management units, and accurate production records within the work unit. • Reports--Prepare reports using data from the work logs, and statistical computations based on the employee’s assigned work duties. Employee will create reports in the form of a spreadsheet. Reports will be reviewed at all levels of management, and PennDOT leadership. Report data is used by management to determine and adjust program priorities and used by the employee to make independent decisions related to daily work flow priorities. • Filing--Maintain complete and accurate files within the unit of all cases researched and ensure such files are accessible to other appropriate unit staff and management. • Training--Complete all training needed to meet or exceed job requirements, and provide training and assistance to coworkers related to all aspects of the work duties. • Responsible for ensuring that the correct fee waiver code is used and properly documented whenever a fee waiver is necessary to process a customer transaction. Complies with all aspects of the Fee Waiver Guidelines. • Other--Perform other duties as assigned. In the performance of any or all the above duties, the employee will need to use the following equipment: personal computer (connected to PennDOT’s mainframe computer system, and other web-based networks), multi-function telephone, FAX machine, photocopying machine, network and local printers. The employee must possess the following specialized skills and knowledge: • Knowledge of English grammar, spelling, and punctuation at a level equivalent to that used in writing or adjusting written materials normally consisting of complex sentence structures; one, two, and three syllable words; and punctuations marks for word, number, sentence, phrase and clause separation. • Knowledge of the PA Vehicle Code, the PA ELT Program, Department Policy and regulations as they apply to motor vehicle titling and registration, and issuance of person with disability parking placards. • Knowledge of PennDOT’s CARATS System as related to inquiring and processing on PA vehicle records, and records of person with disability parking placards. • Knowledge of office practices, procedures, conduct, and actions necessary in maintaining harmonious working relationships. • Knowledge of the types, organization, and use of various kinds of office files that are organized according to multiple indexing methods; and logs, forms, and letter formats used in consolidating information from numerous sources. • Knowledge of advanced arithmetic which involves calculations similar to adding, subtracting, multiplying, and dividing mixed numbers or complex fractions, conversions of fractions into decimal or percent form, and the use of variable formulas that are selected on a situation or problem basis. •Knowledge of the techniques applied in using the English dictionary and referencing technical data or code books. • Ability to understand and comply with all Commonwealth and Department policies and procedures related to vehicle title and registration processing, person with disability placard processing, ELT processing, confidentiality of records, and use of state computers, as well as all general work unit rules and policies. • Ability to understand and follow oral and written instructions which explain the work objectives and general guidelines that require independent decision making on the most appropriate procedures to be followed in varied courses of action. • Ability to independently determine the best possible resolution to work-related problems. • Ability to develop and set up clerical procedures for the process or office activities performed. • Ability to assemble, organize, and present status information from various source materials concerning the operation of a process or office activities. • Ability to proofread varying types of information for conformance with a prescribed pattern or form, to assure adherence to instructions and clerical office procedures, to maintain consistency of thought and requirements, and for compliance with specific administrative or procedural rules. • Ability to transfer information from formats which occur in random order and present in a modified format, in accordance with rules and procedures. • Ability to organize work in a manner which ensures efficient processing and accomplishment of priority items on schedule. • Ability to use discretion and judgment in dispensing information which may be susceptible to misunderstanding or misuse. • Ability to instruct and advise clerical employees on the methods and procedures used in a process. • Ability to collect and organize material for reports by determining the information sources, appropriate information, and form of presentation. • Ability to compose correspondence relating to a problem, request, or program by determining the nature of the item and the course of action needed. • Ability to perform intermediate arithmetic calculations such as the adding and subtracting of whole numbers and decimals; and multiplying and dividing by two or more digit whole number or decimal multipliers and divisors. • Ability to operate office and mail processing equipment such as personal computer, printer, adding machine, copier, folding machine, telephone, and FAX machine, and instruct others in their use. • Ability to process transactions on PennDOT’s CARATS system to make updates and corrections to vehicle and person with disability parking placard records. • Ability to utilize a variety of PC and Web-based systems, programs, networks and software. • Ability to make independent decisions and take appropriate action in all phases of work without supervision. • Ability to provide friendly, accurate, timely service to all customers at all times. • Ability to maintain quality and productivity standards of the work unit. • Ability to comply with all Safety Administration Policies and Procedures (i.e., Gifts and Favors, Customer Service, Record Information Confidentiality, Internet Access, Privacy Procedures and Subpoena of Department Employees/Records). • Responsible for ensuring that the correct fee waiver code is used and properly documented whenever a fee waiver is necessary to process a customer transaction. Complies with all aspects of the Fee Waiver Guidelines. • Take an active role in succession planning by completing a Career Development Plan in collaboration with the supervisor. In conjunction with the supervisor, participate in knowledge management/transfer by identifying key aspects of the job and sharing explicit and tacit program/technical knowledge with other employees. Safety 1. Assess your environment and be responsible for your safety, the safety of co-workers, and the public. 2. Attend required safety training and adhere to the requirements of all safety manuals, policies, and laws. 3. Immediately report to your supervisor any incident, unsafe practice, or near miss. 4. When in an enclosed environment (office buildings, confined spaces, flagger stations, equipment pink points, etc.), know your evacuation process and escape route, your communication protocols, and appropriately react in the event of an incident. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. The employee in this position must be able to take direction from the supervisor or manager of the unit and make independent decisions without supervision related to all the duties and work functions above, and work that requires deviation from standard procedures. Work is assigned to the employee by the unit supervisor or manager. The employee must also be able to work independently and accept work directly from the customer, and take correct procedural steps to resolve customer issues without supervisory assistance. |
||||||||||||||||||||
Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
||||||||||||||||||||
Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
|