Driver Improvement Hearing Associate

About the Role

The Division of Motor Vehicles (DMV) ensures excellence in transportation by providing courteous and efficient service to the public, validating licensed drivers, and ensuring safe, non-polluting vehicles operate on Delaware roadways. This position involves enforcement work, conducting investigations, and administrative hearings related to infractions of the Motor Vehicle Code.

Responsibilities

• Interview individuals whose licenses may be suspended, revoked, or reinstated to gather information about alcohol and/or drug use.
• Investigate the background of violators and inform individuals of entries on their driving records, resolving discrepancies.
• Determine actions for an individual’s license (e.g., suspend, re-examine, restrict, reinstate, or refer to special programs) based on interviews, investigations, and Motor Vehicle laws.
• Conduct special interviews at the request of family members, physicians, or law enforcement to assess a person’s ability to operate a motor vehicle; review medical findings and recommend further testing or special equipment.
• Prepare reports documenting investigations, interviews, hearings, actions taken, and reasons for decisions.
• Testify in court regarding case decisions.
• Process transactions such as suspending/revoking driver, identity, and motor vehicle credentials; accessing driving records; assessing fines and penalties; and reviewing customer history for outstanding warrants or suspensions.
• Deliver excellent customer service by obtaining sensitive information to assist customers with transactions and resolving issues.
• Identify non-standard situations and recommend exceptions in accordance with laws, rules, and regulations while safeguarding customer identity.
• Accurately compute, handle, and account for DMV monies collected and disbursed, including driver improvement fees, penalties, and driving records.
• Interpret and explain federal, state, and division laws, rules, regulations, policies, and procedures related to driver, identity, and motor vehicle services to the public, attorneys, law enforcement, and other agencies.
• Use automated and specialized systems to review and analyze documents, determine customer eligibility, and complete transactions accurately within service levels.
• Research, evaluate, and resolve discrepancies, exceptions, and render decisions.
• Answer customer questions and complete transactions for non-DMV services, including warrant resolutions and court transactions.
• Prepare various records and reports.

Requirements

• One year of experience in interviewing, using structured or unstructured techniques to gather facts and identify courses of action.
• One year of experience conducting investigations, including interviews to obtain confidential information, gathering evidence, and documenting findings.
• One year of experience in driver licensing and driver improvement.
• One year of experience interpreting motor vehicle laws, rules, regulations, standards, policies, and procedures.
• One year of experience using an automated information system to enter, update, modify, delete, retrieve, and report data.
• One year of experience in narrative report writing.
• Knowledge of quasi-judicial proceedings.
• Possession of a valid Driver’s License (not suspended, revoked, canceled, or disqualified).

Conditions of Hire

• Must be legally authorized to work in the United States; the State of Delaware participates in E-Verify.
• This position is part of a collective bargaining unit.
• Pre-employment drug testing is required upon a conditional offer.
• A satisfactory criminal background check is required as a condition of hire.
• All new hires must attend the Statewide New Employee Orientation (SNEO) on their first day of employment.

Benefits

To learn more about the comprehensive benefit package, visit the Delaware Department of Human Resources benefits page.