POSITION DESCRIPTION

Transcription

1 State of Michigan Civil Service Commission Capitol Commons Center, P.O. Box Lansing, MI Position Code 1. DEPSPL2 POSITIO DESCRIPTIO This position description serves as the official classification document of record for this position. Please complete the information as accurately as you can as the position description is used to determine the proper classification of the position. 2. Employee's ame (Last, First, M.I.) 8. Department/Agency DEPARTMET OF STATE 3. Employee Identification umber 9. Bureau (Institution, Board, or Commission) BUREAU OF BRACH OFFICE SERVICES 4. Civil Service Position Code Description 10. Division Departmental Specialist-2 Metro Division 5. Working Title (What the agency calls the position) 11. Section DIVISIO SPECIALIST 6. ame and Position Code Description of Direct Supervisor 12. Unit WI-VAHOECK, AMY E; STATE DIVISIO ADMIISTRATOR 7. ame and Position Code Description of Second Level Supervisor 13. Work Location (City and Address)/Hours of Work STROG, WILLIAM M; STATE BUREAU ADMIISTRATOR 18 Various / MODAY SATURDAY; HOURS VARY 14. General Summary of Function/Purpose of Position The Bureau of Branch Office Services is comprised of two divisions responsible for approximately 131 branch offices staffed with approximately 900 full and part time employees. Each Division office oversees approximately 60+ offices and has responsibility for ensuring Bureau procedures, Department policies and Michigan laws related to the issuing of drivers license, vehicle titles, registrations and other department designated transactions are being met. This position serves as a Departmental Specialist 13, within the Metro Division as the Labor Relations lead/liaison & handles all complaint investigations for the Division, works with the Office of Human Resources on complex labor relations issues, gives expert advice on discipline/grievance matters and frequently reports to the Division Administrator on current situations. This position monitors labor relations procedures and develops innovative new policies and procedures as needed to improve efficiency and effectiveness. This position also performs miscellaneous duties to support the overall operation of the Division.

2 15. Please describe the assigned duties, percent of time spent performing each duty, and what is done to complete each duty. List the duties from most important to least important. The total percentage of all duties performed must equal 100 percent. Duty 1 General Summary: Percentage: 60 Serves as Labor Relations resource for the Division Serves as the Division s technical resource on contract interpretation, policies and procedures Conducts internal investigations in response to allegations of misconduct, poor performance, etc. Works with other Divisions and OHR Employee Relations staff to maintain consistency in decisions Holds investigatory and disciplinary conferences Works with OHR staff on recruitment and selection to fill vacancies Acts as a positive role model and agent of change Guides branch supervisors in preparation and delivery of counseling and disciplinary documents Reviews employee work schedules and work assignment rotations to ensure fairness and compliance with union contract Schedules and holds grievance conferences; provides timely responses Serves as the Division representative for Labor Management meetings Demonstrates high standards of trust, honesty, openness, and respect for diversity of individuals Advocates good supervisor/employee relationships built on trust and integrity Exhibits adaptability; promotes a positive attitude Provides regular communication to offices within the Division Provides training on branch schedules and contract rules related to branch scheduling Schedules, monitors, and coordinates branch clerical staff hiring, orientation, and training Duty 2 General Summary: Percentage: 20 Serves as the Division s resource for work quality and coordinates training.

3 Develops and presents training and informational presentations as needed. Looks for innovative delivery methods to provide training to a very decentralized staff. Prepares training schedules. Works with Bureau and other Divisions to update training tools/materials for new branch employees. Monitors employee cashier performance and suggests methods for improvement. Reviews cash and inventory control compliance. Prepares reports as required to track performance; establishes and maintains data bases as needed. Establishes and monitors remedial training for employees with high error rates and assists with training needs evaluations for underachieving employees. Guides staff in adjusting to new work structures, processes, requirements and cultures. Ensures supervisors and branch staff are knowledgeable and up to date on procedural changes. Develops methods and tools for monitoring and tracking quality of work and employee performance. Reviews transaction documents and attachments for accuracy and completeness. Monitors digital driver license operations to ensure quality driver licenses are issued and reviews branch processes to maintain/improve security and document integrity. Provides follow-up with supervisors and staff to alert them to problem transactions or trends and monitors branch reports for timely submission and accuracy. Assists with the evaluation of employee performance problems. Works with work quality resource staff in other Divisions on common issues and concerns. Recommends and facilitates improvements in branch work flow and looks for ways to improve office service/efficiency; implements changes resulting from office evaluations. Reviews training needs and makes training recommendations and develops procedures and instructional information. Serves as Division training liaison with Office of Human Resources and Administration/Bureau Coordinators. Duty 3 General Summary: Percentage: 10 Serves as Division resource for Customer Service

4 Stresses commitment to excellent customer service Assists District Managers with training, coaching and mentoring branch managers This duty may involve considerable time at a branch office, working the capacity of the manager s coach to correct deficient behavior or complex branch office management problem/issues. Works with branch managers and Division staff to assist customers with problematic situations. Responds to customer problems or concerns with branch office procedures/personnel or other issues related to Department of State business and provides resolution for the most complex and sensitive customer problems As needed, investigates and responds to complaints, unfavorable comment cards, and Executive Office referrals, and meets with Division staff if investigation warrants further action Monitors customer service delivery; reviews use of Customer Service Specialist (CSS) and monitors customer service wait times Composes correspondence for the Division office and responds to requests for information Provides necessary reporting to Bureau or other agency personnel Seeks ways to improve branch image and improve customer relations, looks for innovative ways to provide service Duty 4 General Summary: Percentage: 10 Performs a variety of miscellaneous duties to support the Division Assists with the instruction for new management trainees Undertakes projects and research for the Division Serves as a member of project teams Assists with office moves and/or installation of new equipment Attends training to enhance personal and professional development Performs other duties as directed by the Division Director Assists the Division with the implementation of new policies, procedures and dissemination of information to branch staff and responds to requests for information. Provides necessary reporting to Bureau or other agency personnel, through the Division office. Promotes environment of good employee morale, team-work, integrity, accountability, and efficient, courteous customer service Demonstrates high standards of trust, honesty, openness, and respect for the diversity of individuals Provides interpretation of rules, policies, and procedures and ensures employees are knowledgeable and up to date on procedural changes Implements new procedures, disseminates information to staff Leads projects for the Division. Encourages staff to offer suggestions for customer service and work flow improvements Composes correspondence, disseminates information timely and accurately

5 16. Describe the types of decisions made independently in this position and tell who or what is affected by those decisions. Determine if quality/service levels are being met. Independently handles complaint investigations for the Division. Interpretation of Department policies and procedures as necessary in the Division. 17. Describe the types of decisions that require the supervisor's review. Employee relation decisions and contract interpretations that are unclear or may have significant impact. Issues that may have broader Bureau or Department impact. Issues that may be precedent setting, politically sensitive or very complex with unusual issues. 18. What kind of physical effort is used to perform this job? What environmental conditions in this position physically exposed to on the job? Indicate the amount of time and intensity of each activity and condition. Refer to instructions. Requires a considerable amount of travel throughout the Division and to Lansing. May include occasional overnight stays and travel in inclement weather. Occasionally requires strenuous physical work when assisting with the relocation or remodeling of a branch office. Requires the ability to transport materials or equipment from office to office. Requires the ability to lift and carry materials necessary to conduct meetings and training sessions. Position includes occasional Saturday hours. 19. List the names and position code descriptions of each classified employee whom this position immediately supervises or oversees on a fulltime, on-going basis. Additional Subordinates 20. This position's responsibilities for the above-listed employees includes the following (check as many as apply): Complete and sign service ratings. Assign work. Provide formal written counseling. Approve leave requests. Approve work. Review work. Approve time and attendance. Y Provide guidance on work methods. Orally reprimand. Y Train employees in the work. 22. Do you agree with the responses for items 1 through 20? If not, which items do you disagree with and why? Yes 23. What are the essential functions of this position? Serves as an active member Divisional management team Serves as the Division labor relations resource Serves as the Division resource for quality analysis and instruction of branch management supervisory techniques Serves as the Division resource for customer service Serve as a positive role model and agent of change 24. Indicate specifically how the position's duties and responsibilities have changed since the position was last reviewed. ew Position. 25. What is the function of the work area and how does this position fit into that function? The Bureau of Branch Office Services organization consists of two Divisions responsible for approximately 131 offices and approximately 900 full and part-time employees. These offices provide services to assist Michigan residents with driver and vehicle transactions and the opportunity to register to vote. 26. What are the minimum education and experience qualifications needed to perform the essential functions of this position. EDUCATIO: Possession of a bachelor s degree in any major.

6 EXPERIECE: Departmental Specialist Four years of professional experience, including two years equivalent to the experienced (P11) level or one year equivalent to the advanced (12) level. Alternate Education and Experience Bachelor's Degree in any major AD 2 years of Dept of State Branch Supervisor 11 experience OR 2 years of Departmental Supervisor 11 experience OR 1 year of Departmental Supervisor 12, 13, or 14 experience High School diploma or GED AD 4 years of Dept of State Branch Supervisor 11 experience OR 4 years of Departmental Supervisor 11 experience OR 3 year of Departmental Supervisor 12, 13, or 14 experience KOWLEDGE, SKILLS, AD ABILITIES: Ability to communicate clearly and effectively; able to interpret and explain laws policies, regulations, and procedures Ability to develop and deliver presentation to groups of employees or public groups Ability to effectively deal with employees, maintain good public relation skills Ability to exercise good judgment Ability to handle multiple tasks and prioritize workload Ability to direct subordinate employee activities, provide instruction, and maintain acceptable work standards Good knowledge of laws, statutes, regulations, procedures, and forms related to driver & vehicle branch activities Good knowledge of scheduling practices, cash control, EEO and labor relation practices Commitment to providing the best customer service possible with available staffing Ability to use personal computer equipment Proficient in the use of Department supported equipment and software applications (such as Microsoft Suite and Internet Explorer) CERTIFICATES, LICESES, REGISTRATIOS: SECCHDPOS: Position requires incumbent be a United States Citizen and pass a thorough background investigation to comply with Public Act 7 of 2008, Public Act 23 of 2008, and the Memorandum of Agreement between the State of Michigan and the Department of Homeland Security. Position also requires incumbent possess and maintain a valid driver's license, in accordance with agency's driving record standards. CDLKTEX: Pursuant to the Commercial Motor Vehicle Safety Enhancement (CMVSE) Act and the requirements established by the Federal Motor Carrier Safety Administration (FMCSA), this designation requires a nationwide criminal history background check prior to position appointment. The employee, once appointed, is required to successfully complete a formal CDL training course, and knowledge test prior to certification as a CDL Knowledge Test Examiner. Additionally, the incumbent will be required to pass refresher training and examination every four years. OTE: Civil Service approval does not constitute agreement with or acceptance of the desired qualifications of this position. I certify that the information presented in this position description provides a complete and accurate depiction of the duties and responsibilities assigned to this position. Supervisor Date TO BE FILLED OUT BY APPOITIG AUTHORITY

7 Indicate any exceptions or additions to the statements of employee or supervisors. /A I certify that the entries on these pages are accurate and complete. LAURE FELDPAUSCH Appointing Authority 1/31/2017 Date I certify that the information presented in this position description provides a complete and accurate depiction of the duties and responsibilities assigned to this position. Employee Date