Director of Driver Control Unit (Administrator VI)

Job Description

Position Summary

The Driver Control Unit (DCU) is responsible for the issuance and adjudication of license suspensions and revocations, conducting administrative hearings relative to license and registration suspensions, fulfilling requests for official public access to many agency records. Records requests include providing state prosecutors with certified documents, executing summons & subpoena requests, and court record requests to certify documents. The Driver Control Unit also provides telephone customer support for license suspension and revocation issues as well as the collection of reinstatement fees via phone and preparation for the Division of Insurance Board of Appeal hearings.

This department also administers the Ignition Interlock Program managing vendors, customer compliance with the Ignition Interlock requirement, and administering sanctions. The Director of Driver Control manages daily operational oversight of the staff administering hearings, providing customer support, Ignition Interlock Program, and compliance with state and federal laws/regulations. This position has major policy-making responsibility. The Director is responsible for establishing and meeting department performance goals, establishing short and long-term priorities, and working collaboratively with colleagues in Medical Affairs, Enforcement Services, and Service Centers as many business processes overlap with DCU.

The Director of Driver Control is a vital safety-related position ensuring the RMV is taking appropriate actions to keep roadways safe. In relation to this responsibility, the Driver Control staff oversees the immediate action needed during fatal accidents, medically related suspensions, and immediate threats and coordinates with local law enforcement to deliver suspension notifications and cease a driver's ability to operate a motor vehicle. In addition, this role is responsible for the chemical test refusal appeal program.

Duties and Responsibilities

• Meet state and federal statutory and regulatory safety requirements of the RMV by managing the day-to-day procedural, operational, and personnel-related activities of the Driver Control Unit to meet driver license sanctioning and adjudication legal requirements, maintain service delivery levels, receive reports and immediately act on impaired, medically challenged, and threatening drivers, develop and maintain DCU Standard Operating Procedures and associated policies, develop and communicate department business goals to the staff while ensuring a professional working environment which promotes initiative.
• Prioritize and delegate critical DCU problem cases when special handling or discretionary judgment is needed to ensure that the Registry is meeting statutory responsibilities.
• Review and analyze data related to key performance indicators to monitor progress on safety goals, business goals, and staff performance to identify compliance issues, trends, and indicators that require changes to business policy, process, standard operating procedures, enhanced customer experience/access to services, and adjustments in staffing models. Develop and maintain dashboards for internal and leadership consumption.
• Lead activities and tasks for continuous ignition interlock program improvements to build processes and policies that meet statutory and regulatory responsibilities.
• Oversee the contact center suspension activity to ensure all agents understand and meet goals related to average speed to answer, call handle time, proper information is provided to the customer, and the appropriate next steps including but not limited to the creation and completion of work items.
• Develop short-term and long-term plans to respond to legislative/regulatory changes, policy changes, core business system software changes, or process improvement efforts that include resource needs, timeline, audiences impacted, to deliver the plan and action items needed to implement the plan. Includes Five9 telecom services, RMV website/portals, vendor systems.
• Prepare and complete DCU employee performance reviews according to procedures and timelines. Identify training needs of staff. Engage labor relations and MassDOT human resources for policy violations, progressive discipline, and enhanced training opportunities.
• Through partnership with RMV Training, ensuring up-to-date training curricula for hearings officers and other key DCU roles exists and is ready to execute upon hiring of resources.

Pre-Hire Process

Upon a conditional offer of employment, applicants must agree to and successfully satisfy: (i) a comprehensive name-based and fingerprint-based background check of his/her state and federal criminal history records information from all U.S. states, the District of Columbia and certain U.S. Territories and from some foreign nations; (ii) an employment reference check, and (iii) a satisfactory review of his/her driving records to be eligible for this position.

A finalist for this position must be able to pass a comprehensive background check including a criminal record check, Department of Revenue (DOR) check, and employment references.

About MassDOT

The 4,000+ employees of Massachusetts Department of Transportation (MassDOT) take great pride in connecting the Commonwealth's residents and communities. MassDOT is responsible for developing, implementing, and coordinating transportation policies and projects for the Commonwealth of Massachusetts and to efficiently plan, design, construct, and maintain a safe statewide transportation system which effectively meets the transportation needs of the Commonwealth. Information about MassDOT's inclusive culture and career opportunities can be found at mass.gov/massdot-careers.

MassDOT's divisions include Highway, Registry of Motor Vehicles, Aeronautics, and Rail & Transit. Headquarters (Planning & Enterprise Services) provides business and administrative support and policy leadership for each of the four (4) divisions.

Qualifications

Minimum Entrance Requirements

This requisition will remain open until filled; however, first consideration will be given to those applicants that apply within the first 14 days.

Current MassDOT employees should use their internal MassCareers account to apply.

All job applications must be submitted online through MassCareers to be considered.

Please provide a complete, accurate and current resume/application for MassDOT to review in order to determine if your submitted materials meet the minimum entrance requirements for the position.

Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least one (1) year must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

Substitutions

• I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.
• II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.
• III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.
• IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

Contact Information

• For questions regarding the job posting, please email the MassDOT Talent Acquisition Team at
• For general questions regarding MassDOT, call the Human Resources Service Center at 857-368-4722.
• For a disability-related reasonable accommodation or alternative application method, call the ADA Coordinator, Lucy Bayard, at 857-274-1935.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role. #J-18808-Ljbffr