DEPT OF TRANSPORTATION

Driving the future of transportation with a diverse and innovative team!

Address: 1801 W JEFFERSON ST
City: PHOENIX

Salary: $51,635.87

Grade: 20

Under the direction of the Customer Service Manager, the position will oversee the Driver Improvement Unit and the Ignition Interlock Unit.

This position will also oversee the conducting of quarterly audits statewide (Ignition Interlock service providers); ensuring that DUI offenders are complying with court-ordered Alcohol Screening & Treatment; verifying the eligibility of those individuals allowed to obtain a special restricted driver license; reviewing data loggers for tampering and instances of high Blood Alcohol Concentration levels of IID users, follow-up on customer, installer, and manufacturer complaints; investigation of cases of tampering and entry of Certified Ignition Interlock Device (CIID) extensions on driving records.

This position works very closely with the Executive Hearing Office, the Assistant Attorney General's Office, and the Department of Public Safety. The position participates in a variety of external committees, panels, and teams. Some travel as required may include overnight stays.

Model ADOT values through leading, coaching, and developing problem solvers to implement and sustain a continuous improvement culture. Leaders are accountable, transparent, and communicative as they foster an inclusive, diverse, and safe environment.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures after training is completed.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Directing and overseeing all functions and work activities of the Driver Improvement Unit and Ignition Interlock Unit, to ensure quality customer service and resolution for complex driver license-related matters. This includes responsibility to hire, discipline, mentor, coach on how to handle sensitive situations daily, train, monitor and evaluate performance, and approve leave time.

Maintain a standard of excellence and set appropriate examples for quality performance. Supervise employees in the combined Driver Improvement and Ignition Interlock Units. Work with the MCSIA regarding any new federal law affecting the DM5 driver withdrawal actions.

Assigning and monitoring responses to public inquiries or complaints generated through correspondence, telephone, or direct contact and delegate or review problem resolution. When necessary, develop and implement corrective actions to address causes and prevent recurrence of problems as identified through customer contact, maintaining support of Division and Agency customer services goals.

Handle complex and sensitive driver's license issues and problems. Participate and perform special projects and process improvement efforts. Initiate and lead these efforts for the Driver Improvement and Ignition Interlock Units. Conduct legislative analysis.

Prepare, maintain, and submit records, reports, measurements, projections, etc. of Driver Improvement and Ignition Interlock Units' activities. Apprise manager of Ignition Interlock program status and backlogs. Work with the Training Unit on any new process of the workflow in the unit. Ensure that all process improvement efforts are moving forward.

Attend court appearances and ignition interlock inspections to ensure that staff is representing the agency appropriately. Meet with internal and external stakeholders such as government officials, ignition interlock installers, Executive Hearing Office.

• ARS Titles 13, 28 and 41, and the provisions in penalties and processes for vehicle violations, driving under the influence, ignition interlock devices and driver license.
• MVD policies and procedures, various codes (courts,disposition, status).
• Working with the criminal justice system.
• AMS principles, administrative procedures and systems.
• Computer knowledge in reading a DL and T&R records segments.
• Word processing, managing files, records, transcription, designing forms, and other office procedures and terminology.
• Principles and processes for providing customer and personal services, including customers' needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  
  Skills in:
• Leading staff in the direction as requested by management.
• Implementing AMS principles to create efficiencies.
• Research, investigative and interviewing skills.
• Proficient written and oral communication and computer skills.
• Resolving complex issues under stressful conditions with problem drivers by telephone or walk-in contact.
• Reading records and interpreting them.
• Critical thinking - Using logic and reasoning to identify the strengths, and weaknesses of alternative solutions, conclusions or approaches to problems.
• Google Workspace.
  
  Ability to:
• Travel including overnight stays.
• Train and counsel employees, third parties and members of other agencies in the interpretation of motor vehicle laws of the ignition interlock program and partner with DPS in certifying and training any/all new devices in Arizona.
• Effectively communicate and convey information to staff both in writing and verbally.
• Prepare and conduct quarterly audits, partner with Law Enforcement, conduct quality control checks of installers facilities to assure that internal procedures are implemented and appropriate practices followed.

The ideal candidate must have at least two years of supervisory experience.

Must have and maintain a valid Arizona driver's license.

As this position requires driving or the use of a vehicle as an essential function of the job, then the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Mandatory participation in the Arizona Retirement System (ASRS) is required.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 712-7279. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.